AccoladeReviews of accolade.com

The company habitually refuses to answer calls to "care advocates", leaving clients on hold for very long periods, never answering, eventually disconnecting. This has happened repeatedly, more than a half hour. They intentionally understaff in order to drive clients to the web to unilateral communication and bots and more delays. Shameful.

Absolutely terrible. Been trying to resolve an issue for over 2 months, numerous phone calls and using the APP... still getting reply that have nothing to do with my request. It seems their strategy is to just not address the issue and hope you go away..

Site is so unresponsive

Accolade is inefficient, ineffective and incompetent as a third party advocate. I had a simple billing issue and it’s been dragged on for over 2 months. I have BCBS of Illinois and subscribers have to go through Accolade for everything. Problem is they don’t know anything so I end up having to advocate for myself. Provider followed instructions on back of my insurance card and billed to the local plan, which is BCBS of California which is not right because they said my coverage lapsed. Accolade was unable to give me the address for them to bill it. They instead said they’d email the address to my Accolade account so I have to download their App and setup an account which didn’t work. So frustrating!!! What a waste of money for the insurance provider to hire Accolade.

- First tried their advice nurse. What a contrast to the knowledgable Anthem Blue Cross advice nurses I had previously been allowed by U of California to use. Person was clearly clueless so I had to go to the doctor instead. - Needed to find out if I needed a preapproval. Was on hold for 45 minutes. Listened to an endless loop of one song. Clearly trying to get you to hang up. Once I got through to the right person they wanted to read me a commercial about their services. Strange.

I called Accolade to find out if there was a tier one wound care clinic within 50 mile radius of our house. The Accolade representative placed me on hold. She checked for 5 minutes and could not find a clinic. Then she told me she needed to send the request to the request team. She also told me that the research team was running behind and requests were taking 5 days to process. A week later the representative leaves a voicemail message apologizing and saying that the research team needs another week. The next week she leaves a voicemail message saying that the research team was unsuccessful. (I live in the Bay Area not a remote place.) Why the University of California chose spend money on this company needs to be investigated. Wound care is something that needs immediate attention and I did not wait for a second week for Accolade to sort it out and ended up paying more out of pocket to go to a local wound clinic so I could stay out of the hospital. Thanks for nothing, Accolade.

I could not get a person that could assist me on the phone. I was transferred multiuple times and sat on hold for a total of over 3 hours. Absolutely HORRIBLE customer service experience!

Working for my health insurance company they are using Accolade and they suck for lack of a better word. I’m currently on the phone with a representative now who has no clue what an appeal is and is asking so many questions only to put me on a long hold because she doesn’t see the appeal. They are not medically trained either and it’s basically like they are gatekeepers BEFORE I am actually able to speak to BCBS.