AccoladeReviews of accolade.com

Unbelievably terrible service. The message app either uses bots or people with very low literacy, and the "care advocates" on the phone aren't much better. They seem to not have any actual knowledge of the insurance plan but just look stuff up, with little understanding of what they're reading. And the providers they send me usually turn out to not actually be in my network afterall.

Absolutely useless. This healthcare advocates are the most unintelligent and incompetent people I’ve had the chance to interact with. This is a scam of a service.

I’ve been dealing with a very small and straightforward issue since July, and it is still not resolved. I’ve spoken to multiple agents, been transferred repeatedly, and had to explain the same situation over and over again from scratch. There is no continuity, no ownership, and no accountability. This is a massive waste of time and money. The lack of coordination between agents is shocking for a service that claims to be a “care concierge.” What makes it even more absurd: when they help you “find” an in-network or out-of-network provider, they always add, “Just make sure to call and confirm they actually accept your insurance.” Then what is the point of a concierge service at all, if I still have to call every provider myself and verify everything? Overall, this service adds stress instead of reducing it. I expected professionalism and problem-solving. What I got was endless back-and-forth, delays for months, and zero real help.

App is useless. No responses to any messages. Phone support is even worse. Tries to direct you to app, which you have already tried and does not work. So you wait on hold, select option to speak to a care provider. It then asks if you are willing to take a survey. Said no and it ended the call. Tried again, this time agreed to the survery. Took survey, then it ended the call with no care provider contact.

useless middle man. Accolade adds zero value to the process, other than added communication friction, and confusion.

Accolade adds zero value to the health insurance claims process. In fact, they have run me around in circles for two months trying to get a claim corrected. I contacted the insurance company directly and started to make progress in one phone call. You can't help it if your company offers Accolade. Based on my experience and on the other Accolade reviews here, I strongly urge you to avoid interacting with Accolade at all. Sidestep them and go the insurance company directly. You will save yourself time, money and aggravation. Zero stars.

If you are here reading about Accolade yes, like me your company has decided to try to sell you this idea of a "health concierge" which is a flat out lie and instead a company that is a gate keeper to your insurance benefits. In my case, the company is Lowe's. If your company uses this service there is a guaruntee that you will not have access to customer service of your healthcare plan. This is the job of Accolade. To interject and make sure your plan is not used or you are diverted to a .pdf. But a typical interaction with this will go like this. You open the app, reach out for help. No one is available. Instead of responding to the question, Accolade will reply 5 hours later....likely from outside your time zone "Are you there.....Hello" and then fails to answer the question posed in the chat. It is the most useless service I have encountered as a healthcare product and companies that use this service really should be ashamed for attempting to pass this off as a "benefit".

Thank goodness AA are finally dumping Accolade. What a complete and absolute waste of time they were. Never any claims assistance. Different answers to same questions depending on the agent. No call backs. Stalling, unhelpful incompetence with every single call. My question now would be once Oct 1, 2025 comes around, and Accolade no longer exist (as an AA assist Company) can we call the new service dept. for all the unresolved issues that still exist from the waste of time Accolade lack of service?