AccoladeReviews 

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?

The biggest scam in the world along with BlueShield CA. Offered as a virtual alternative through insurance, they will schedule you an appointment, verify all your insurance, tell you the doctor is in network. You pay your copay, and then 8 months later they will try to extort you for more money. Absolutely despicable customer service, terrible interface and app, and absolutely should not be partnered or offered or pushed by blueshield. Both companies are absolute scum and should never be used or trusted. COMPLETELY HORRIBLE NO STARS.

I agree with the awful reviews. On chats, they either cannot read or do not. I have wasted over a day either them

My wife gets Accolade coverage through work. This past week, I had a severe case of strep throat and needed urgent care to get medication to get well. I tried using Accolade because I had been bedridden for days, had a temperature of 104 at times, and felt like I was dying. I made an appt with a doctor through their app, which said I needed to be ready at 1:45-2:00pm. The deadbeat never showed. I took pictures with time stamps as I sat and waited 30 minutes for the clown to never show. I then had to be dragged--almost literally--to an onsite urgent care to get the medication so that I could start doing well. The trip was a nightmare and cost me no end of pain. It all could have been avoided if this shady company did its job. I say shady, too, because they charged me $50 for no-showing my appt, even though it was the doctor, not I, who never showed. They should owe ME $50. I sent them an immediate email response demanding a refund and they didn't even respond. Scam. Don't use. Run. Avoid. Get real help. These people should be sued and not in business.

My experience with Accolade care has been a negative one sadly. The first doctor I saw was pretty nice and the appointment went well virtually even though she was a bit forward with a hint of a rude bed side manor but overall decent appointment. Afterward was where everything went downhill. So they asked me to get a women's physical and labs done. They sent me to quest diagnostic and that went great but my labs came irregular so they requested a follow up. I went to schedule this follow up and Accolade tried to charge me 190$. Mind you my insurance is blue shield hmo so my copay should be 50$ for the plan I have. I tried calling and they were nice but no help and I was consistently told they would get a message to my care lead. After days of waiting and no calls or messages I finally told them about the price and copay and stated I WOULD NOT go to a follow up at a 190$ price when my insurance says 50$. Then all of a sudden not even an hour later they changed it to 50$ so I scheduled an appointment and thought things were good. I then proceeded to schedule my woman's physical, the doctor had sent me the referral and told me I had to look for my own doctor which is not how a referral works I work in home care marketing and handle referrals for medical and non medical care so this was wierd to me but I attempted to do it anyway with no luck (every medical office stated they must be sent a referral from the doctor) so I messaged and called the Accolade care team again with no response for days. Finally got a response and a referral sent to a doctor but I still received no call so I called the doctor to then be told they don't take my insurance this happened 2 times! I was on the phone on hold/talking to random gate keepers for 4 hours. Not sure why there are so many hoops to jump through but I am over it and have switched to a different PCP going forward. For anyone unhappy with Accolade switch to an IN PERSON PCP to avoid anymore headache.

This a gate keeping insurance concierge services that is doing more harm than good. I had an emergency medical situation, and couldn’t find an in-network provider. They made me wait for a month, which was three weeks longer than originally quoted time to find a provider. There will be some massive law suit against this company for intentionally stalling care to emergency services. Also no one needs them. They aren’t medical doctors, they don’t have any real skills, and just drain time from consumers and medical providers. There’s a bunch of scummy people working there who didn’t really make something of themselves so now they get kicks out of wasting people’s time.

One star too many. An overlay to healthcare insurance companies that simply just don't want to deal with their own customers. Keep trying to insert themselves between me and my doctor AND present themselves as a "free" service, when we all know, that in the US, healthcare and free are an oxymoron. Accolade is the same thing as a tariff - they charge the insurance company who passes it along to the corporation who passes it on to their employees.

They add extra time to normal approvals, text and phone people can't answer simple questions & just parrot a script. Blue Cross/Blue Shield of Florida (aka Bum Crass/Bulk Sh** of Florida) should be ashamed of themselves foisting this ridiculous complications on an already bloated US insurance scam.

This company is a scam. They will refuse to approve services for no reason and illegally without medical IDs for their approvals. They will also tell your provider that services are covered when they aren't. These scam artists need to be removed.

They are incredibly unorganized. To change a prescription you have to pay for an online doctor visit. To correct a prescription that the online doctor messed up, you have to pay for a new doctor visit. Good luck trying to get anything corrected with their support desk. You'll wait for half an hour at least and then they'll tell you: you need to pay for a new doctor visit.

Waste of time and money. They give referrals to doctors who do not accept Accolade. You have to find this out on your own and wonder why you're unable to make an appointment. Or, you make an appointment and wait for 'insurance authorization,' only to find out after three weeks that you are not eligible. They don't reply in their Accolade chat. I spent two months trying to see the specialists I needed, with no luck, thanks to Accolade.
I will change my group to another and forget Accolade as a nightmare.

This has to be one of the worst services my company decided to work with. In order to get answers from my primary insurance I have to work with them. They are supposed to be knowledgeable about claims, bills and authorizations. I made three separate calls: the last one the care coordinator let me know she didn't have a phone number for prior authorizations so couldn't help me. The first one let me know that if the claim says I don't owe anything then not to worry, even though the doctor is putting me in collections since the insurance company didn't pay. Horrible!

We LOVE Dr. Kevin Barrows. (in-network provider). Sometimes on the mobile app making an appointment is difficult But overall Acculade is just fine.

Having to use this service has wasted so much time for me. They are just gatekeepers preventing you from talking to the insurance company and delays you getting actual help. I can’t even make an account on my insurance’s website and have to go through these people who don’t know anything. They need to go away because they are a waste of time and money.

It's crazy that my employer pays money for this "service," when Accolade simply adds another barrier to obtaining information or resolving issues (by preventing members from having direct contact with the insurance company).

Accolade reps have very little understanding of our plan or the healthcare system in general. Over the years, I've constantly received conflicting and inaccurate information about coverage, plan rules, and in-network providers.

When it comes to billing disputes, you can try contacting Accolade, and they will give lip service to resolving the issue ... then weeks and months go by without progress. One rep's excuse was that they don't own a fax machine, so it's hard to imagine they're serious about communicating with healthcare systems.

I've only managed to resolve billing disputes by working around Accolade to call billing departments, patient relations departments, etc. on my own.

In addition, they claim to give you a "care advocate," but it's virtually impossible to reach that advocate. I've tried calling the extension provided, and they've picked up 0 times over the years. I've also tried to leave messages, but they've returned my call only once over the years. There is no accountability or motivation to help. Zilch. Nada.

As someone with chronic health issues who's navigated my fair share of healthcare, the service is truly abysmal compared to any other healthcare entity I've communicated with. As much as our country hates insurance carriers, Accolade is 10X worse because they can't actually help, they can only delay your care or insert themselves as a barrier when trying to resolve an issue.

Accolade is a service that my employer pays for to supposedly help us with claims and other medical support. I have actually had good luck with their nurses. They were kind and knowledgeable. But the customer service on anything to do with claims or billing is absolutely horrendous and a complete waste of money for the employer. I do not recommend them at all. In the particular Claim most recently I had an issue with, I faxed them the paperwork four times with zero response or payment. All four times asked for a supervisor to call me since I wasn’t getting proper service and no one ever called me. The claim still isn’t paid and this has been now 2 1/2 months. This is not the first time this has happened either. They make a habit of not doing what they say. I am going to be filing a formal complaint through my employer. It is a waste of money for them.

This company is literally full of criminals blatantly ignoring anti-discrimination laws and denying coverage for needed treatments.

There should be an option for zero stars. I have been doing their job for months because they are so useless. They don't care since the insurance providers pay them. Their CS was great at one time but has gone steeply downhill in the past year or two. Getting any answers is an exercise in futility and none of the representative can or are willing to think outside the box and put their script aside. Getting a supervisor can take days or weeks, if you get a call back at all. The messaging feature does not work well and although there are opt ins for push notifications for new messages, they never work. I was finally able to opt out of this incompetent and useless service, and contact my insurance provider directly.

You constantly get the runaround. You get scripted answers and then they want to transfer you to somebody else. I worked for an insurance company before and the way that they handle things at Accolade is unacceptable in my opinion.

Service inexistant.
Je vais faire une plainte au protection de consommateur