Accolade Reviews 79

I have been playing phone tag for months with them, trying to get a claim paid. The left hand doesn’t know what the right hand is doing. They ask for additional information to get the claim handled, which I provide timely. I have followed up several times now with the “call center manager” and left her voicemails with no return call as of yet. This company is a joke and customers/patients would be better off being able to deal with the insurance company directly. Waste of time, energy, and effort. DO NOT RECOMMEND.

GARBAGE Medical group. Save yourself from the heartache and hours of time spent on the phone to arrive at no successful outcome. Blueshield does not know how this medical group works and you will be denied at all in-network facilities for treatment. In theory, accolade has the potential to be great but put into practice, no one supports them and they can not get you the treatment you need. Their referrals have no weight to get you an appointment and blushield's answer to this is to change your medical group. Accolade is a joke and it's garbage.

This is the worst kind of customer service. My company hired them to sit in between us and blue cross blue shield. If you have any questions about insurance claims you must go through them. You cannot talk to BCBS directly.

Middle person work.

They cannot make any decisons.

They work on their own timeline. IE Oh I scheduled time to work on that tomorrow from 2-330 pm. I might call you then (um that is when I work and i cant always take phone calls at work). Too bad for you, just add more time to the process.

15 months into this non-sense BCBS denies the claim so I can file an appeal now. I am now on the 8th different accolade rep who have all said don't worry I got this.

My under the breath answer is "Don't worry, you will do nothing to help this."

100% a example of wasteful healthcare spend for bureaucracy sake. Should be illegal.

Unbelievably terrible service. The message app either uses bots or people with very low literacy, and the "care advocates" on the phone aren't much better. They seem to not have any actual knowledge of the insurance plan but just look stuff up, with little understanding of what they're reading. And the providers they send me usually turn out to not actually be in my network afterall.

Absolutely useless. This healthcare advocates are the most unintelligent and incompetent people I’ve had the chance to interact with. This is a scam of a service.

Employees are wonderful

I’ve been dealing with a very small and straightforward issue since July, and it is still not resolved. I’ve spoken to multiple agents, been transferred repeatedly, and had to explain the same situation over and over again from scratch. There is no continuity, no ownership, and no accountability.

This is a massive waste of time and money. The lack of coordination between agents is shocking for a service that claims to be a “care concierge.”

What makes it even more absurd: when they help you “find” an in-network or out-of-network provider, they always add, “Just make sure to call and confirm they actually accept your insurance.”
Then what is the point of a concierge service at all, if I still have to call every provider myself and verify everything?

Overall, this service adds stress instead of reducing it. I expected professionalism and problem-solving. What I got was endless back-and-forth, delays for months, and zero real help.

I only love accolade because of the person who helps me. I've been on the phone with multiple people who have not help me the way my go to person helps me. It really is who is helping you because I've had terrible staff telling me something that my go to person tells me is not true and goes above and beyond for me.

Jonas is a fantastic administrator, always available and prompt reply. His staff is warm and caring. My only complaint was the food. It was horrible: pink chicken, overcooked veggies and I don’t think prisoners eat this badly.

I have no idea why the company gave us this platform cuz they are never ever helpful.

App is useless. No responses to any messages.
Phone support is even worse.
Tries to direct you to app, which you have already tried and does not work.
So you wait on hold, select option to speak to a care provider.
It then asks if you are willing to take a survey.
Said no and it ended the call.
Tried again, this time agreed to the survery.
Took survey, then it ended the call with no care provider contact.

useless middle man.
Accolade adds zero value to the process, other than added communication friction, and confusion.

Accolade adds zero value to the health insurance claims process. In fact, they have run me around in circles for two months trying to get a claim corrected. I contacted the insurance company directly and started to make progress in one phone call. You can't help it if your company offers Accolade. Based on my experience and on the other Accolade reviews here, I strongly urge you to avoid interacting with Accolade at all. Sidestep them and go the insurance company directly. You will save yourself time, money and aggravation. Zero stars.

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.