ORLANDO,Fla. — An Ocoee couple recently discovered their health insurance had been canceled when they needed it the most., and Action 9 found out they’re not the only ones claiming serious billing mistakes by Florida Blue.
Janice Nylin had collapsed at home. Her husband called 911 and a dispatcher helped him administer CPR.
“Yes it was panic, and we didn't lose our head, but it was scary,” said Bill Nylin.
After a week in the hospital, Janice Nylin recovered but then came another blow--Florida Blue canceled her health insurance.
“I thought it was a bill and opened it up, and it said I was canceled, and I almost fainted,” said Janice Nylin.
The policy was canceled before her medical emergency, so now the couple owed $20,000 in hospital bills.
Janice Nylin said Florida Blue didn't bill her in November, and she had never missed a payment in 16 years. She kept calling the company, but couldn't get the issue resolved.
"We'll get back to you. We'll get back to you. And they never do," said Nylin.
Action 9 found dozens of Florida Blue customers have experienced serious billing issues from cancellations to unauthorized charges.
Vicki O'Brien said Florida Blue took $1,000 she didn’t owe, out of her bank account.
“And they've taken money they have no right to, and won't give it back,” said O'Brien. She contacted Action 9 after she couldn't get a company response.
According to Florida's Department of Financial Services, 225 people complained about Florida Blue this month. Those complaints included billing issues and customer service failures.
“I didn't feel anybody was listening to me,” said O'Brien.
Florida Blue said its apologizing to members who had issues, and is working with each one to resolve problems.
After Action 9's Todd Ulrich contacted the insurer, O'Brien got her money back.
“It would be great because $1,000 is a lot of money,” she said.
Florida Blue said it processed 1.6 million Affordable Care Act marketplace transactions, and that large volume caused access problems.
Janice Nylin's insurance was restored the same day she reached out to Action 9.
Florida Blue response :
We strive to deliver a positive experience for each and every individual we serve. We apologize to any members who recently had issues and for the frustration and inconvenience they’ve experienced. Our customer service leadership is working directly with affected members to resolve each member’s unique circumstances as they are reported to us.
Florida Blue has processed more than 1.6 million transaction during Marketplace open enrollment, and unfortunately based on the large volume of activity some members have had issues accessing their plans. Anyone who has a problem should call the toll free phone number on the back of their ID cards, or visit one of our Florida Blue Centers for one-on-one, personal assistance.
Cox Media Group
