AccoladeReviews of accolade.com

Absolutely abhorrent. My healthcare insurance provider used to partner with Teladoc, with which I had no issues. Then, without warning or communications, my insurance switched to Accolade for virtual care, and I feel like my premiums are going to waste with how useless Accolade has been. For an anecdote, I used the Accolade Care dashboard to schedule a mental health therapy appointment. I checked the morning of the appointment to confirm it was there and see how to log in. Ten minutes prior to the appointment time, when I clicked the "join video visit" button 10 minutes prior to the appointment start time, it was no longer listed. I did not receive a text or email about an appointment cancellation, and I did not receive a direct call from the provider. I called the number provided in the appointment reminder email (844-560-6649) to receive assistance, but it directed me to a health provider rather than customer support. Then, I sent an email to the address provided and got a notice that was an invalid inbox. As a last resort, I sent a message to my primary care physician, who I'm sure cannot do anything about it, but I already have no hope because the last time I used the direct messaging feature, no one responded. All of this, and I haven't even mentioned that there are only 15 therapists listed for the entire state of California, with only one of them LGBTQ and not a single one Black or Latine. Accolade is about as abysmal as it gets.

Accolade is worse than useless. They act as a middle man, even though frequently I've been told I need to contact the insurer directly. Then WHAT DO THEY DO AND WHY ARE THEY THERE? And several times even when they have given information, it's inaccurate. How much are insurance plans paying for this "service"?

Rubbish, useless - and to make it the most ridiculous is we are not allowed to call our own insurance company and we are forced to deal with this company. This 3rd party is useless gobbledygook every single time. I just tried again out of kindness to give it another go. You better be ready to provide your bday, name, address, last 4 at least 10 times, Then, by the time you get through the auto bot, a real person, past the long hold, again, after being transferred multiple times, you get disconnected yet again. Call back and you will be doing the same thing over and over. 10 times later it’s, oh let me LET YOU talk to someone else. After multiple calls and transfers and an hour wasted, you are full of confusion, frustration, complete chaos, zero progress, no call back, no followthrough and no follow up. They repeat the same thing over and over with lack of skill or knowledge of the medical, insurance & billing sectors. They state again and again overall nonsensical uncertainty of all things medical care. The associates have limited knowledge and no special ability to reach out or get you helpful or different assistance than an insurance company would. I have had wrong info submitted by them to me, miscommmunications and only to find I had to pay more than what was sent as an estimate. I would like to be sure of the amount before a process at a medical vendor and to be misled multiple times is not what we are aiming for here. None of this should fall on our premium paying backs. Goodness, why would I want to waste hours and go down a rabbit hole to not get out or come out with mud on my face. Disgraceful that we are not to talk to our insurance company and are only to talk this ACC-O-LADE service if we have a question on billing, estimates, insurance anything. If we need something other than what our health vendors do normally which is just to have you come in and figure out the bill later, we have to call Accolade. Healthcare vendors won't advocate or reach out to insurance for you except to verify that you have a policy and send a bill with codes. Accolade causes delays & interferes. They do not assist whatsoever in this poorly set up shambles of a 3rd party to be used WITH the health insurance sector. I am embarrassed to be forced to go to this, as it is a hypocracy of what is supposed to be helpful to your physical well-being. I am grateful that I am healthy and not in a health crisis. I will not call on this vendor to stress me out over my needs, uncertainties & frankly just general needs everyone else has. I am just the one to speak up & tell you that every single call, it is chaos. Shame on you 3rd party ‘assistant’ for a terribly run staff, service and support system. Zero Stars. Period. Unprompted review? Yes, I am freely reviewing this company regarding my own personal experience at least ten times or more. I generally like to give a good review and can't find a good thing to say.

Three hours on the phone, nothing resolved, no FREE wellness exam. The customer care is nice but lack the ability to help other than offer apologies. Accolade keeps you from dealing directly with the insurance company, yet do not have the ability or knowledge to help you figure out benefits. They should be investigated for preventing healthcare employees are paying for. They also sent me referrals to providers who never called me back and when I scheduled on the app, were not available ever for service.

Everything is terrible. They don't answer correctly. The give wrong information and if you overpay on your deductible or Max Out of Pocket, it's up to you to get the refund. You can call three times, ask the same question and get three different answers. It's terrible

I only get the run around and their customer service agents won't transfer to my actual insurance company or a supervisor even when it's an issue that they aren't allowed to resolve such as a claim appeal. Terrible customer service.

Every time you ask a question here, the response takes long enough to make you forget about the query and they then close the ticket because you have not responded.

One star. Since being sold has become a roadblock gatekeeper to coverage. All they use is artificial intelligence and occasional loud call centers. Wasteful.