Florida Blue

Along with writing you, I have filed a complaint with the Attorney Generals Office here in Fla.

To whom it may concern.

This is the story of an ongoing problem that to date has not been resolved.
Florida Blue owes me the amount of $250, as a benefit from participating and completing a module in their Better Health Strides program. All conversations I have had in print, I have included in this correspondence. The communication I have had via telephone has been countless. In essence, I completed a requirement for the $250 in September of 2020, and they did not process it or list it or whatever. They have made no attempt to correct it, and as of this year have erroneously claimed that the electronic inquiry was closed out based on the recent assistance you have received on the matter.
I received zero assistance and never have received my $250 (which is usually issue as a credit toward my monthly premium). Because this has dragged on for so long without getting ANY direct resolution, I consider this fraud and am treating it as such. Even local agents working on my behalf have been unsuccessful in resolving it and they have the best opportunity in finding direct contact with the offending party. It's not their fault, they have been limited in access to the information and contact points with the responsible party that owes me the benefit. I have had direct contact 1 time with an agent at Better Health Strides (the program Florida Blue that has stiffed me the benefits due me), his name was Colgan, in January 2021. He assigned (another) reference number to this case, (the first one 9-[protected], by Ruby at Florida Blue went nowhere), which was 9-[protected].
Anyway, all of the correspondence between Florida Blue and myself through their website are below, attached as well are the screenshots proving my completion of the program.

MEMBER 09:11 AM | 09/07/2020
I have called and talked to a representative already. I was instructed to write an email to: [protected]@bcbsfl.com. I did so. I have not heard back yet, nor has the page changed to reflect the $250 I have earned. Here is a transcript of the message e-mailed: My name is Steven Bidelman, and my member number is [protected]. I am having trouble in the Better You Program. I completed two items last week. The 1st of the two was applied to my September premium. ($50) The 2nd was not ($250). It does not appear at the rewards earned spot on the page as being completed Reward-wise. It does on the screen I have sent along. I have completed the Health Assessment. I need something to be fixed, such that my reward appears and will be credited as it should. Thanks in advance, Steven Bidelman health assessment.JPG
FloridaBlue
01:39 PM | 09/09/2020

Dear Valued Customer,
Thank you for contacting us. The information you requested is attached. Your request is below:
Inquiry: I have called and talked to a representative already. I was instructed to write an email to: [protected]@bcbsfl.com. I did so. I have not heard back yet, nor has the page changed to reflect the $250 I have earned. Here is a transcript of the message e-mailed:
My name is Steven Bidelman, and my member number is [protected]. I am having trouble in the Better You Program. I completed two items last week. The 1st of the two was applied to my September premium. ($50) The 2nd was not ($250). It does not appear at the rewards earned spot on the page as being completed Reward-wise. It does on the screen I have sent along. I have completed the Health Assessment. I need something to be fixed, such that my reward appears and will be credited as it should.
Thanks in advance,
Steven Bidelman
health assessment.JPG
Response: It can take up to 60 days for it to apply to you invoice. Based on the screen shot provided, it shows you've just completed it on 09/02/2020. please allow more time for it to reflect on your invoice.
For more information, log into your account on the Member account page and see what's there for you. You can access your personal health information, plus helpful tools and service - 24 hours a day. We're always adding new features and service to help you stay well and save money.
If you have any questions, please call the Customer Service number on your ID card.
Sincerely,
Your Customer Service Team
Florida Blue
FloridaBlue and Health Options, Inc. are Independent Licenses of Blue Cross and Blue Shield Association.
73635E0412

Member
01:47 PM | 09/09/2020
Ok... I completed the $50 item, ONE day before the other was submitted. I find it hard to believe that since they were one day apart, one was applied and not the other. Response: It can take up to 60 days for it to apply to you invoice. Based on the screen shot provided, it shows you've just completed it on 09/02/2020. please allow more time for it to reflect on your invoice. I spoke to a rep and that's why they told me to write to the email address I listed. I really don't think you understood what I wrote (in detail).

FloridaBlue
09:51 AM | 09/11/2020
Dear Valued Customer,
Thank you for contacting us.

INQUIRY: Ok.. I completed the $50 item, ONE day before the other was submitted. I find it hard to believe that since they were one day apart, one was applied and not the other.
Response: It can take up to 60 days for it to apply to you invoice. Based on the screen shot provided, it shows you've just completed it on 09/02/2020. please allow more time for it to reflect on your invoice.
I spoke to a rep and that's why they told me to write to the email address I listed. I really dont think you understood what I wrote [in detail].

RESPONSE: We are only showing the $50 Stay and Earn completed on 09/01/2020.
Complete a Health Assessment for $250: You will be prompted to complete this every time you access Better You Strides until you complete the activity. It takes 10 to 15 minutes. Please go through the steps to complete once more.
Once you take the health assessment, you will receive a personalized Health Journey with recommendations for self-guided programs to meet their health goals. A member may also select other self-guided activities to complete. The programs may be educational or interactive. Educational programs can be completed within a day, but interactive ones may take a few weeks to complete.

Sincerely,
Your Customer Service Team
Florida Blue
FloridaBlue and Health Options, Inc. are Independent Licenses of Blue Cross and Blue Shield Association.
73635E0412
Member
10:16 AM | 09/11/2020
complete 250.jpg
The proof are in all three screenshots. Look at them. I HAVE COMPLETED IT FOR THE 250. It's not showing up in the rewards earned. I have earned it. AGAIN SEE THE SCREENSHOTS. There is a glitch somewhere and it's not me. Why did you boldly advise me to take it and complete it. Like I am stupid. It has been. Please, please get this fixed. Steve Bidelman
10:57 AM 09/14/2020
Better Health Strides Problem
Topic: Benefits
Dear Valued Customer,
Thank you for contacting us. Your request is below:

Inquiry: The proof are in all three screenshots. Look at them. I HAVE COMPLETED IT FOR THE 250. It's not showing up in the rewards earned. I have earned it. AGAIN SEE THE SCREENSHOTS. There is a glitch somewhere and it's not me. Why did you boldly advise me to take it and complete it. Like I am stupid.
Please, please get this fixed.
Steve Bidelman
Response: It may take one to two billing cycles or up to 60 days to see rewards on your invoice after program completion. I apologize for any inconvenience this may have caused you. If you need any further assistance, please feel free to contact Customer Service at [protected], or through the Online Message Center.
For more information, log into your account on the Member account page and see what's there for you. You can access your personal health information, plus helpful tools and service - 24 hours a day. We're always adding new features and service to help you stay well and save money.
If you have any questions, please call the Customer Service number on your ID card.
Sincerely,
Your Customer Service Team
Florida Blue
FloridaBlue and Health Options, Inc. are Independent Licenses of Blue Cross and Blue Shield Association.
73635E0412

10:09 AM 02/03/2021
Better You Strides Problem
Topic: Benefits
Dear Valued Customer,
Thank you for contacting us. Your request is below:
Inquiry
Dear Florida Blue: This is an ongoing problem that started in late 2020 and has yet to be resolved. I completed my Better You strides health assessment in September of 2020 to earn a $250 credit. I uploaded snapshots of the pages that support my claim of completion, and sent them as attachments through this same messaging system. Month after month went by and this $250, NEVER appeared as a credit toward my premiums. Call after call to your customer call center did nothing. Since I do not have access the Rewards Team directly I have had to rely on you. I am at the end of my patience. Sometime in November or December, this problem (case) was assigned a reference number, 9-[protected]. You should be able to find it. In, December I called Florida Blue Corporate and spoke to supervisor higher up the food chain, her name was Ruby. She indicated that the reward had been re-submitted or straightened out (November) and that in 12 weeks, 60 business (or two premium billing cycles) that I would have my $250 applied. January 2021 came, and nothing appeared. The first week of January 2021, I was able to speak to a team member by the name of Colgan, at the Better You Strides program, and tell him I still had not received the $250. He created ANOTHER Reference ticket and said he would look into it. He was overly apologetic, but in fact it is NOT Better You who has the problem, it is Florida Blue itself. The reference ticket number he assigned to this is 9-[protected]. I have been completely let down by Florida Blue. It is now February 2021, I received my February premium statement, the $250 has still not been applied to it. Something that should have been corrected, long ago, which is not my problem, is shameful. I am sure you hope I just go away, BUT I am not a wealthy person and the $250 means a lot to me. I am still awaiting my $250 award credit. Additionally the web page for Better You has been non- functional for at least 2 weeks.

It is now February 2021, I received my February premium statement, the $250 has still not
been applied to it. Something that should have been corrected, long ago, which is not my problem, is shameful. I am sure you hope I just go away, BUT I am not a wealthy person and the $250 means a lot
to me. I am still awaiting my $250 award credit. Additionally the web page for Better You has been non-
functional for at least 2 weeks. This has been a disaster and a terrible injustice. I surely will never refer Florida Blue or promote this program, to any of my friends, since I feel I have been defrauded. I
demand that this be fixed.
Steven Bidelman Member #H2838280801
Response
We apologize for the delay in an online response; however your electronic inquiry was closed out based on the recent assistance you have received on the matter.
For more information, log into your account on the Member account page and see what's there for you. You can access your personal health information, plus helpful tools and service - 24 hours a day. We're always adding new features and service to help you stay well and save money.
If you have any questions, please call the Customer Service number on your ID card.
Sincerely,
Your Customer Service Team
Florida Blue
FloridaBlue and Health Options, Inc. are Independent Licenses of Blue Cross and Blue Shield Association.
73635E0412
Better You Strides Problem
Topic: Benefits
Dear Valued Customer,
Thank you for contacting us. We have received your inquiry dates (1/31/2021 05:31:16 PM) and are diligently working to respond to your request. You will receive a response to your inquiry via email within 48 hours..
For more information, log in at floridablue.com. You can access your personal health information, plus helpful tools and services - 24 hours a day. We're always adding new features and service to help you stay well and save money. Click on floridablue.com to log into your account on the Member Accounts page and see what's there for you.
If you have any questions, please call the Customer Service number on your ID card.
Sincerely,
Your Customer Service Team
Florida Blue

FloridaBlue and Health Options, Inc. are Independent Licensees of the Blue Cross and Blue Shield Association.