BroadSpire Services
Reviews and Complaints

I have been traded off to I don't know how many people for weeks try to get. I work for a Veterans Nursing home in the billing office, and I have a patient that is on Medicare A, and they will not pay his claims do to the fact that your company shows that he has an active insurance claim that is open from 2010. I have been able to call the [protected] when I call them, they have no problem pulling up the claim. It's when I am transferred everywhere else no one can, wants or will help me this is not complicated task I need documentation to prove his account is no longer active to show Medicare. Your people are rude and lazy and do not want to help me take care of a Veterans that needs his health care to be paid for! I have been trying to fix this since Aug 23 with no luck this will fall on his shoulders and i do not want that to happen. My email is amyc.[protected]@ky.gov

Today I called to verify if my short term disability claim was re-approved since they pushed me on FLMA since the drs medical notes didn’t comply with their standards.

I call in and my claims Mgr isn’t available. I get the next available rep.

The rep proceeds to tell me it’s approved as of yesterday. I’m in their site and it did t reflect this so I ask them to check the dates.

He then says oh no it isn’t after I point out to look under flma and leave dates !

Why ?

Why answer me to say it’s approved if you do not know what to look for?

Why give me false hope?

My husband is going through cancer and had no paycheck. I’ve not been paid in over 3 weeks because of a busy dr that can’t take notes properly!

Why put our lively hood in a company that has such poor customer service reps!

All he had to do was read the notes!

I’m so upset!

This has to be the nastiest adjuster ever. She doesn’t even know me and actually put in writing about my lack of character and more. She has never met me or dealt with me. I’m not some person looking for money. I was truly hurt at work and just want medical bills paid. I’ve been forced to get an attorney now. The treatment by her is unethical and unprofessional. I hope nobody has to deal with this company.

My wife and I traveled to the UK during May for some hiking. Our return flight home was scheduled for 31 May but we tested positive for Covid-19 and were required to remain in London until we could produce a negative test. On 6 June we did test negative and flew back to Minnesota.

We immediately attempted to file a claim with our travel insurance provider: Tin Leg. After exchanging multiple phone calls and e-mails, Tin Leg transferred our claim to Broadspire because apparently, Tin Leg does no process insurance claims but farms them out to Broadspire. We had purchased our travel policy specifically from Tin Leg because they offered a policy that would reimburse us for any expenses related to trip interruption due to Covid.

Broadspire was very uncooperative and uncommunicative. It took about 20 phone calls and e-mails to get a result. Our initial claim was filed on 8 June but we didn't receive a check until 7 November.

And the check from Broadspire was way less than we had filed a claim for based on the coverage limits from Tin Leg. Our claimed expenses for the six days spent in London were for $2258 but Broadspire only reimbursed us $1394.

My overall feeling is that Broadspire had no interest in paying our claim at all and did everything they could to stonewall us and hope we would just give up.

In May I tried to use my federal credit unions benefit service via Broadspire and their administrator Crawford Co out of Fl. It’s now Late October and I’m getting NOWHERE.

Scams:

Multiple records are required and usually more than one human is assigned your case.

They claim they can download some of my pdfs but not others.

The claim rep is never available and you can’t reply to her emails because the server sends rhe message that says “server blocked your reply email”. isn’t that convenient?!

Your pdfs are approved by one admin, then turned downed by another. Mysteriously.

Said boss of your admin won’t return your complaint call.

There’s more, but you get the idea.

This is general information across the board for Broadspire as I have been partnering with them for claims through my employer on multiple claims for three + years.

Having multiple specialists for each new claim or renewal is problematic. It would be much more efficient to have one, single claim specialist per client.

I send messages in the portal with no reply and can never reach a single claim specialist when I try calling, nor do I receive a call back after leaving multiple messages. From someone who works in telecommunications, believe me when I say, I could never do this to my clients and maintain my position. I do always get a live agent on the line but they can rarely assist me (unless it's for time- reporting) because they are not my claim specialist.

When my doctors fax something in, it is somehow never received, even though they provide me a confirmation sheet. When I ask Broadspire to fax paperwork over to my Doctor or even directly to me, I'm told it can take 2-3 days but it never gets sent without three or four requests- which causes further delays.

This month I decided to test it out myself using a fax service. I sent each packet to Broadspire directly from my very own virtual fax, and faxed it to myself simultaneously, and it was definitely received on the first try even though Broadspire reported not receiving it.

I went one step further and faxed the paperwork to my Doctor's office and they received it on the first attempt as well.

The common denominator having issues is Broadspire- not me, nor my Doctor's.

Please simplify the process- it shouldn't be this difficult ever, but especially not when you are sick and already struggling!

I have sent several messages to Heather Deck including my direct deposit account information that Heather stated was required in order for me to receive a direct deposit. This information was sent to Heather via link received from Customer Service Rep who was able to get Heather to respond to an email. Heather will not return any phone calls or respond to any emails related to case # [protected]-001 as I have left VM and emails without any response from Heather after my bank information was sent. If this case can not be handled by a different person I am considering further actions as I will not continue to chase BroadSpire concerning this case as this has been weeks since I sent my bank information and I was told a payment would be deposited within a few days after receiving direct deposit account information. I don't need Heather's supervisor info as I left her 2 messages over 2 months ago and she has not replied so please disregard her as well

Thank you

On 5/11/22 I was told that I’d hear in 5-7 business days on the status of my claims. 1 was for 2800 dollars from getting Covid and needing to rebook a very expensive flight home from overseas and the other 500 for a lost luggage. I have emailed and called the company more than 25 times since May and not once has someone called me back. I was then told July 11 2022 I’d receive my checks in 7-10 business days. When that didn’t happen I inquired why, and was not told an answer until a month later. “It must have gotten lost in the mail.” One of the issuers reportedly left the company, and my checks were reissued to several different employees without ever being notified. I was then told my claims would be “prioritized” with “higher ups.” The checks were reissued and again I was told I’d receive the checks in 7-10 business days (no later than September 2nd). It is now September 7th, and I was just informed that they will reissue them again. I actually asked if the company was a real company and was never given an answer. Do not waste your time or money with this illegitimate scam.

Purchased travel insurance from this firm. Filed claim after positive COVID-19 test caused cancellation of flight. Company refused to honor claim or offer reimbursement. Eight (8) months of submitting documents, many calls and e-mails and even sending a certified letter, yet the company failed to respond. Eventually, they claimed that they were closing my claim because THEY HAD NOT HEARD FROM ME.

Do not purchase travel insurance from this company

MRE4A-9HVHY-INS

I canceled airfare on July 6, 2022 on Booking.con. I purchased insurance on the airfare. I was given a link to CCover.com, who repeatedly sent emails asking how my claim was going and I repeatedly told them I had no claim yet as I had not been contacted by Broadspire. This went on until July 18, Ms Marla Knudsen said she would be out of office, but I could contact her assistant Layday Payano. I emailed her. No response.

In Jul 25th, I received an email from Ms Knudsen, saying how unfortunate our delay was and she would “escalate” my claim,

I have had no response from Ms Knudsen since that date! I have sent four or five emails and left three voicemails.I emailed her assistant again, asking if Ms. Knudsen was ill or even working there anymore.

I had attempted to open a link supplied by her July 25th email. The link did not work on my phone or my computer and I believe it is because I do not have a proper claim number to enter. The above number appears to be a Reference number given by XCover.com.

I have not been able to start the claim process that I began on July 6th with Booking.com and then XCover.

I am out $3,600. I’ve never experienced negligence like this.

Please, I would really appreciate your help to get this claim process going.

Thank you,

Michael Faught

Sent from my iPhone

I took out travel insurance with April Travel Insurance (renamed GoReady) in December due to a trip I was taking with my family. Unfortunately, during my trip I got covid and we had to extend our trip. When I finally got home I put a claim in to get back to the money we paid for extra car parking, theatre tickets we were unable to use and food. I called after about 6 weeks to be told that I should give it another 4 weeks, which I did and then called again. I was then told that they would pass my query on to a manager and expedite my claim. Again I heard nothing and called again the following month. To cut a long story short I have been calling every month and getting fobbed off every time, each time being told the same thing, that they will get a manager to take a look. It has now been 7 months and if they think I'm going to forget about it I won't, I paid for their services and they are not giving me what I paid for. This company is a sham and they should be ashamed of themselves if this is how they treat their customers.

On Jan 4 2022 I had surgery and filed all necessary paperwork to support claim. It is Feb 23, 2022 and gave yet to receive ANY compensation! I have left SEVERAL messages with representatives and was even referred to the case manager Diane Andrews, which she still has not responded. Voicemail states she will respond within 24 hours, it's been weeks! Something has to be done with the service I am receiving! According to other complaints on this site, none of the complaints have been resolved let alone addressed! I may have to retain an attorney...

My claimed was settled in January 2021. They were suppose to mail me out a check within 30 days. Well the adjuster mailed my check to the wrong address 3 times, we have had 3 hearings with penalties and interest added. Here it is 8 months and I still have not received my check.

Broadspire, a Crawford Company, took over my long term disability plan from Sedgwick company in February 2020. I was fully disabled in 2019. Once Broadspire took over my claim, I was almost immediately harassed and told I would have to pay back any money I had received during my two years of being on long-term before being picked up by Social Security disability, but I was paid by a different company (Sedgwick) not Broadspire. I disagreed that I owed anything back and especially not to Broadspire. This was my employer's plan, covering me as an employee and LTD benefits are part of my job benefit. Soon Broadspire stopped paying my monthly benefits, has hung up on me several times and argued with me on the phone when I would call. A supervisor ignored my requests for help and incorrectly said she tried to call me at my number, but was unable to reach me. She purposely put a wrong number because Broadspire has had the same phone number for me the whole time. My calls and emails have largely gone unanswered and unresolved. No progress has been made. I was shocked to get my w-2 for 2020 recently. Broadspire has now falsely reported to the IRS that I was paid all 12 months of 2020, and they withheld federal and state taxes on my w-2 I just received. The amount reported is completely false. They stopped my payments in May 2020 and have fraudulently kept my monthly payments as their "repayment" to the tune of over $6, 000. This shows as taxable income on my w-2 as is fraud on their part. I never agreed to any repayment and in fact was approved by Broadspire to receive my benefits throughout the year. They did not pay me, the withheld payment. It appears as if they pocketed my monthly benefits and reported to the IRS I was paid. Broadspire took over my case in February 2020. They are not entitled to any repayment prior, there was no agreement on this either. I have email proof they stopped benefits, as well as bank statements confirming this for 2020. I also have pay stubs from 2017, 2018, 2019 confirming Broadspire is not who paid me. Withholding funds illegally from a disabled person and ignoring my calls for help need to be heard. I'm sure there are others suffering at the hands of this company.

This company has been nothing but a headache since day one. They provide insurance to a car rental company in which I was involved in an accident due to one of the renter's negligence. We were not compensated for a rental for 10 days after our not at fault accident, we were low balled badly for a head injury, we were not compensated for loss of transportation until over 1 month later. Then they ask for the mailing address to send the check being issued, and still send it too the wrong address, and tell us WE have to wait while they cancel the check and reissue another one. This company is a joke and does not care about assisting people when they insure irresponsible people that cause great harm to others being on the road! I would never recommend this insurance to anyone, ever.

I filed a claim on 3 April 2019, I visited a medical professional at ME Urgent Care, Willingboro, NJ. The doctor provided me with a referral and I contacted Broadspire, senior Nurse Reviewer, Megan Boche who said she needed additional information from the doctor, after several emails between Megan and myself, I was forced to return to the doctor's office and request the additional information for Broadspire. The ME Urgent Care Staff said that they had responded to Broadspire with any and all required documents and provided me this the referral for the podiatrist. Megan referred me to her Supervisor Felicia Yates who I called several times and left a message. Megan no longer responds to my email. I have called Broadspire to speak with a manager or anyone who oversees my case. I am in pain, my foot aches daily, and it is harder for me to walk or stand. I have further damage as a result. I am requesting follow up and medical care. Lastly, for Broadspire to follow up with me.

Dear sirs,
I am writing to let you know that I am unhappy with my current service, while I have waited for the time frame that was given to me to process the refund for a claim I made under number 6372536, the wait has become frustrating.

It is worth to mention that I have provided all supporting documents and receipts (copy attached).
Then, after the company reviewed all supporting documents, I was told that the refund (USD 898) had been processed and shall take up to 15 days.
Now it is been 30 days, and there is nothing received, so I sent them an e-mail and asked them to provide me with an update for the claim status and to clarify why it is taking too long, I was surprised by their reply that seemed to me that the refund was not even processed.

Your Prompt reply is highly appreciated.

I have been trying to get 2 claims paid for anesthesia charges. The post op pain management was paid but the anesthesia was denied. It is impossible for the patient to have surgery without anesthesia. This is a payable charge.

I have called numerous times, resubmitted the charges and emailed but have not received a reply. I am trying to avoid turning the employer over to collections since these are payable charges. Can you please have someone contact me concerning the delinquent charges listed below?

1) Claim# [protected]-001
DOS: 10/16/2017
Total Claim: $1110.00
Balance due: $420.00

2) Claim# [protected]-001
DOS: 09/06/2017
Total Claim: $1390.00
Balance due: $ 700.00

Thank you,
Libby Steelman
Hattiesburg Clinic
Contract Accounts
Phone [protected]
Fax# [protected]
libby.[protected]@hattiesburgclinic.com

I faxed my car repair estimate to Ellen Rocco at the fax number [protected] almost a month ago. I have left dozens of messages, I haven't been able to talk to a person yet, and no response! I even left a message at the main number and no response. Called the bank and no response. Hello - is there anyone out there! My claim number is [protected].
Barbara Jones [protected]