AccoladeReviews of accolade.com

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.

Been with BCBS for over 10 years. This is the first year we had to use Accolade Health and it's been the worst experience EVER. Had better customer service prior to this program. Long wait times and extra unnecessary steps to move authorization from one in network vendor to another.

This Monday I had a phone appointment with an Accolade Care Doctor. He looked like he just got out of bed. The call was a complete waste of time. I asked for a Lab Order for blood work. He agreed and stated it would be coded to minimize my cost out of pocket. When I received the Lab Order it read Diagnosis Code Z1389 (rather than a preventative code). The diagnosis code he wrote would entail I could be charged for the full amount, well over two thousand dollars for the blood work as the order noted. If he had coded it correctly as preventative, it probably would have been covered by insurance and I would have been charged nothing (or very little). The person I spoke with today was very rude and hung up the phone without addressing the error/problem. However, she did confirm I was correct, that the Code Z1389 would have caused me to be responsible for the full cost of the blood work.

I unfortunately had the experience of working here for short period. I had to clean up so many mistakes from other health assistants at Accolade. This company operates as an insurance company, but they are not an insurance company. Many of the health assistants have no clue about complexities of healthcare. There is no internal auditors at Accolade,so it's basically like the wild wild West.

Accolade is a useless service that adds bureaucracy to the already complicated world of healthcare & insurance. Something as simple as inquiring about claim status or review a claim that was filed in the wrong currency takes weeks and at the end of the day they will just say there's nothing that can be done. If your company allows it, I would bypass Accolade and just call your insurance directly; when United Healthcare was able to service me directly, they got things done much quicker and correctly as soon as you call them. Unfortunately my company has since forced us to use Accolade to interact with the health insurance provider

Everyone who has complained here are all correct. You can’t talk to your actual medical insurance company, nor can your doctor. They tell you they’re connecting you to who you need to speak with and then you get a voice mail, leave a message and they never call you back! They never call your doctor back! Doctors should be treating patients not being ignored by sub par gatekeepers that have no interest in helping the members. Apparently according to them, chemo is not medically necessary for Cancer patients after it was approved by the prior insurance Company and received for 3 months before the employer switched health providers that included Accolade. God forbid something happens to my loved one with cancer and I will be suing them for negligent homicide for deliberately delaying care. We only started with them on 1/1/24 and have been calling them multiple times daily. I truly believe companies hire them so you do anything possible to avoid using the employers healthcare and look for other alternatives.

Accolade is a company that was put together by a billionaire tech venture capitalist who bought a bunch of “tech” medical companies, cobbled them together, and is calling it “advocacy” or concierge care. Accolade is a medical management company that reviews for medical necessity-period. Accolade has purposefully made the process burdensome for the doctors and providers who are tasked with seeking PRIOR AUTHORIZATION. So, when your doctor orders an MRI, or physical therapy, or a planned surgery- those treatments will be denied if Accolade hasn’t provided prior authorization. This seems reasonable- except; the accolade staff are all mostly new employees, working remotely, who don’t understand your individual benefits - and it feels like none of them care. I’ve had three diagnostic tests cancelled by Accolade and my partner had his surgery held up (on the day of the surgery) because of their mismanagement of the prior auth process. The prior are process is all manual (faxes) from our doctors to the Accolade staff (NON-clinical!!!!) who check to see if all the codes/info is correct. If your doctor failed to fill out an element in their form- well the process stalls and sits on an Accolade desk until you or the doctor calls to complain. Oh, and their phone system is a mess and you can plan to be on hold for at least 5-10 minutes. Accolade is obstructing access to medical care by over-hashing the medical necessity review process. Our healthcare premiums went up $200 in year two of my company’s Accolade contract. Accolade charges approx $150-200 per member, per month for their services- it’s gross and this is why healthcare costs are rising- everyone is trying to get a cut! This is another publicly traded company that reports to their investors and couldn’t care less about actual illness/wellness, as evidenced by their poorly run company.