Business Profile

Insurance Companies

BEST Life and Health Insurance Company

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Complaints

This profile includes complaints for BEST Life and Health Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

62 total complaints in the last 3 years.
13 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/18 I took my son to the dentist and used the insurance which I thought would cover it all for the most part, understandably I knew I had a deductible but all the service provided: the prophylaxis, evaluation and the fluoride varnish, were all covered under our insurance. Best life, however, refuses to pay for the dentists evaluation. Ive reviewed our coverage and its stating within it that his evaluation is under the supposed coverage. Id like to be either reimbursed or have them cover the cost that they say they cover.Not only that but after speaking to customer service several times they were rude and refused to help explain any of the issues, and continued to tell me its not my responsibility to explain the charges. Worst customer service Ive record.
Business Response
Date: 04/29/2025
BEST Life has determined that we are unable to properly address this member's complaint within the Better Business Bureau response site due to HIPAA privacy legislation.
We have corresponded directly with the member today via email.
Sincerely,
Customer Service
**********************
Initial Complaint
Date:04/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I terminated coverage with them 2/28/2024. 3/28/2025 I noticed I was still being billed ***** per month. I checked the online portal which indeed showed NO eligibility as of 2/28/2024. I called customer service and was told the issue would be escalated to a supervisor for review. They called back and said that I didn't call to stop payments so they continued as an off market plan and could only offer up to 90 days of refund. If I was not happy with that I could send an email to appeal. I sent the email to appeal as my portal account did not reflect any active policy or coverage after 2/28/2024 off market or otherwise. When I checked the portal after the 90 day refund offer it then conveniently showed a 90 day period of coverage had been added. I received an email that my appeal was denied and again given the off market plan excuse and never given an answer as to why my account did not reflect this supposed plan. In the appeal denial I was told they reflect my plan was active through 8/29/2024. I have no idea where this date came from and even if that were accurate why am I still being charged 7 months later?The final issue came when I checked my portal after the denial email and all of a sudden there are several more backdated months of coverage added to my eligibility dates. This is beyond deceptive practice and completely unacceptable. Fraudulently charging for services provided and then changing records to cover the mistake is criminal.
Business Response
Date: 04/29/2025
BEST Life and Health has reviewed and resolved this member's concern.
The member's exchange coverage did terminate on 2/29/2024. However, automated monthly payments previously established continued to make payment as we did not receive notification to discontinue those payments. This renewed the coverage each month. Upon receiving a phone call from the member in March of this year, we did identify and correct the coverage within our system (separate problem) which lead to the updated coverage as viewed online. The payments made paid for coverage through 8/29/2024 at the time of speaking to the member in March.
We have issued a refund check for all premium paid beyond the 2/29/2024 original termination date. This refund check was mailed to the members home address today, 4/29/2025 and should be received within the next 7-10 days (depending on delivery time).
We apologize for the confusion and inconvenience this has caused and want to thank the member for choosing BEST Life and Health for her dental coverage needs.
Sincerely,
Customer Service
**********************
Initial Complaint
Date:03/04/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
their customer service email ***************** is not an active email address and immediately will bounce back, i have attempted to contact them through their email and the form on their website all of which, go unanswered.
Business Response
Date: 03/06/2025
BEST Life and Health is aware of a technical problem with our email address on February 17. That issue was resolved and our email addresses are receiving emails as they should.
We apologize for any inconvenience this may have caused, and invite this member to send another email to us if information is still needed. We are also available by phone at ************ from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday.
Customer Service
**********************
Customer Answer
Date: 03/07/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ******

Customer Answer
Date: 04/04/2025
refusing to communicate competently to address my issue of a refund from $27.99 paid 02/07 and will issue responses that do not correspond with the previous communications, refusing to refund me for cancelled policy and issue refund for policy that was never active.

Business Response
Date: 04/10/2025
BEST Life and Health has reviewed and resolved this complaint.
This consumer made payment for another member's account, which complicated the identification and refund process. We spoke to this consumer on April 7 and advised of the standard time frame needed for a refund. However, we were able to refund the $27.99 in question on that same date. Additionally, a previous refund of that same amount was made in early March. We believe that these two refund processes clear the account in question and no further refunds are available. We apologize for any delay or inconvenience this may have caused.
Sincerely,
Customer Service
**********************
Initial Complaint
Date:01/25/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In what seems to be a common complaint, Best Life charged me for policies that I did not enroll in or authorize creating. Ive contacted customer service (email and phone) multiple times and have received conflicting information - at current, I feel nowhere near resolution for what should be a simple refund for $67.38. Oddly, customer service seems very averse to even acknowledging the term "refund". A policy holder since 2021, I moved to a new state in 2024 and transferred plans accordingly via Marketplace during the eligibility period. Though I set a new plan with Best Life to start on 5/1 for the new state, and I have record of the old plan being terminated through marketplace on 4/30, Best Life continued the old plan for my previous state of residence and continued to charge me for May and **** 2024 for a total of $34.70. I did not authorize the old plan to continue in any way (why would I need two policies in two different states...?). Best Life's justification for continuing the policy for May and **** is simply that they had my payment info on file should be noted that while Best Life accepts payment information online, they do not provide an option to remove payment information online. In the second instance, I changed insurance carriers for 2025 and opted not to renew with Best Life. Since they had my payment info on file, Best Life once again decided to auto-enroll me into a continuing plan; two months were charged for a total of $32.68 before I saw the charges being auto-deducted. Payments were made while I was still in the eligibility period Best Life charged me before I could even pick a new plan!Customer service has given a run-around and has not provided any meaningful assistance. Only communication channels are email or phone - I've received conflicting information via each and have no clue as to whether the above refund request is even being considered by Best Life.Very disappointed in this company and process.
Business Response
Date: 01/28/2025
BEST Life and Health has reviewed and resolved this member's complaint.
For each state plan that the member enrolled in, automated payments were requested and established on his request. We were not contacted to terminate those scheduled payments until after overpayments were made.
We apologize for any confusion with ***************** it does appear that due to the multiple plans involved there was incorrect procedures followed resulting in the delay of refunds.
Two refunds have been issued, one for each state plan. One check for $34.70 and another for $32.68 has been issued. These are mailed refund checks, sent to the most recent address we have on file for this member.
Again, our apologies for any confusion and inconvenience.
Sincerely,
Customer Service
**********************
Initial Complaint
Date:01/10/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid for my first months dental/vision premium in the amount of $27.86 on 01/02/2025. I cancelled the insurance through the healthcare marketplace afterwards due to not being able to create an account to access my online dashboard. This company had failed to send me any of the information needed to set up my customer account and the customer number used to make the payment was invalid to create my account. I reached out via email on 01/03/2025 to begin the refund process. After countless emails of getting nowhere, I called the customer service number on 01/08/2025 and the representative escalated my request for the refund to her supervisor. It is now 01/10/2025 and I still have not received my refund. I keep getting the runaround via email from ******** M that someone handled my claim over the phone, but she refuses to give me a time frame for when and if I will get my refund. I havent even used the insurance as I never got my insurance packet and cards in the mail. I just want my $27.86 refunded to my card and to be sure my card wont be charged anymore.
Business Response
Date: 01/14/2025
BEST Life and Health has reviewed and resolved this inquiry.
We apologize that the initial Welcome Letter was not received by the member, as that would have given her information on how to access her BEST Life online account information.
As we have received the cancellation of coverage, a refund has been processed today for the full amount previously paid. The member's financial institution may take several days to process and credit the refund, they can be contacted directly for status.
We are disappointed with the loss of this member's business and want to thank them for initially choosing us for her dental coverage needs.
Sincerely,
Customer Service
**********************
Customer Answer
Date: 01/16/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
I have received my refund in the full amount of $28.76 today, 01/16/ 25, one day after the business processed the refund, on 01/15/25 and two days after they agreed to do it on 01/14/25. It took the help of the BBB to get it done, but it was doable. Its nice to see that it does not take 2 months to get my refund. I wish the business well and I hope they can update their refund process to refund people as fast as they take the money. Welcome information packets should be sent out before payment notification letters are sent out. I hope this doesnt happen to anyone else in the future. Good luck to Best Life on their insurance business.

Regards,

****** *********
Initial Complaint
Date:01/01/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This Business continues to pull money from my account on our past scheduled day after they dropped me. I keep reading that this happens to a lot of people.
Business Response
Date: 01/09/2025
BEST Life and Health has reviewed this member's account and is unable to identify any recent payment transactions that may have occurred. The last payment made to the account was in early November 2024.
We do not have any record of "dropping" this insured, as the account terminated due to non-payment.
Several attempts have been made to contact the member, but we have not been able to make contact. We suggest this member contact us at ************, Monday through Friday from 5:00 a.m. to 5:00 p.m. Pacific Time so that we may review her account status and answer any questions.
Sincerely,
Customer Service
**********************
Initial Complaint
Date:11/06/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Best Life insurance refuses to provide any reimbursement for services rendered 7/16/2024 (details attached in PDF). I signed up for the dental coverage via ****************************** and at the time I signed up, there was an ********* stating that intermediate restorative services (fillings) were covered at 70%. When my daughter received services, the dentist used composite fillings (that is the only type of fillings they use at the dentist who is in-network). We received an explanation of benefits followed by a bill from the dentist for $600+ for four fillings. The coverage the policy lists only covers composite fillings for anterior (or the front of the tooth), not posterior. The claim to only cover amalgam fillings for posterior. Other insurers will at least reimburse the dental provider the difference of amalgam reimbursement vs. composite reimbursement, not just flat out deny the services. It also makes no sense as to why they would cover only the front side of the tooth for composite and back of teeth are denied for composite. It just looks like they are trying to find a reason to deny care with trivial exceptions and covered codes buried in a 30+ page policy. Again, the ******** when signing up doesn't list any exceptions for composite fillings or I wouldn't have chosen the policy to begin with.
Business Response
Date: 11/08/2024
BEST Life and Health has received and reviewed the inquiry of this consumer.
Due to federal privacy legislation and the information necessary for an adequate response, we are unable to respond within the Better Business Bureau's system.
We have mailed a response directly to the consumer.
Sincerely,
Customer Service
**********************
Customer Answer
Date: 11/11/2024
I have not received any mail from Best Life yet. I would like to keep this complaint open until correspondence is received.
Business Response
Date: 11/12/2024
The member is requesting that we offer coverage beyond the terms of the purchased policy, which we are unable to do.
We are unable to supply any further information within this response due to federal privacy legislation. We have mailed a letter of explanation to the member.
Sincerely,
Customer Service
BEST Life and **********************
Customer Answer
Date: 11/12/2024
The insurer can cover whatever they deem appropriate. To say they cannot accommodate a downgraded payment for services rendered is absurd.
If the patient in question received amalgam fillings, the services would have been covered. My dental provider does NOT use amalgam, IS in network, and therefore should be reimbursed for the same service (filling of posterior teeth) regardless of material used (composite vs. amalgam), even if it's at a reduced rate (what they would pay if my dentist used amalgam fillings).
Downgraded reimbursement is common amongst other insurers so I'm not sure why ******** chooses to refute the request.
Initial Complaint
Date:10/22/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had an insurance plan with this company and in August, I cancelled the plan. Despite me cancelling the plan, they continued to auto-draft payments from my account. I didn't receive notice that I would still be a member until I emailed customer service. I was also informed by customer service that despite being able to enroll in autopay, there was no option to opt-out of the autopay. This is confusing and unfair to current and future enrollees who may opt-out of coverage. Being able to sign up for an account, enroll in autopay then not being able to access the account again without creating a new account and losing access to your previous autopay plan is convenience that shouldn't be upheld nor tolerated.
Business Response
Date: 10/28/2024
BEST Life has reviewed and resolved this member's complaint.
We sent an email to this member at the email address we have on file on 8/13/2024, notifying her that the previously established automated payments would continue unless contacted. The notification advised to contact our **************** staff in order to cancel automated payments. Based on this inquiry, we did review the account and have mailed a refund check in the amount of $209.26 on 10/25/2024. This refunds all monies for coverage previously paid for the time period after August 10, 2024. This item was mailed to the address on file, which matches the address listed in this inquiry.
Regarding the account portion of this, our members can create an account online and they will not have to create a new one to access their information.
We appreciate this member choosing us for her dental coverage needs.
Sincerely,
****************, **********************
Initial Complaint
Date:10/05/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When offered Dental Insurance through Marketplace when I did my Taxes at the end of December 2022 & December 2023 when asked by Marketplace online if I wanted Dental Insurance I clicked No. The reason being firstly that I had not ever received a membership pkt with the information I needed to be seen by a dentist. I attempted several times and actually spoke to ***resentatives of Best Life on 3 different occasions of which they deny, who promised to mail and email my pkt to me which never came. Finding that proof of those calls is more difficult than you can imagine with cell phone records all being in digital format these days. Secondly after several failed attempts to receive my membership pkt and though I declined wanting insurance any longer they continued to withdraw funds each month. I called again on 9/27/24 and told them to close my account. The *** tried to talk me out of this decision and upon investigation of my account said my account was terminated on 7/17/24 due to the payment increasing from $31.16 to $35.39 which I wasnt notified of and which seemed to be going to Marketplace which she would transfer those funds of $62.32 to my account but I would owe the outstanding balance of $8.46 to bring it current. I was pretty upset by this as I have more than paid my share of money for absolutely no service at all! I told her to close my account and refund at least the $62.32 and she said she couldnt do that either because she had already transferred it from the Marketplace account to my ******** account. I spoke with *** ***** ****** from Marketplace and explained everything to him, he said their records reflect that I declined and terminated dental coverage and the story ******** said about my funds being transferred from Marketplace is untrue as they do not handle payments of any sort. He did a 30 day escalation to look into this for me and Ive attached a photo of the letter. This is a terrible way to take advantage of seniors who struggle these days
Business Response
Date: 10/08/2024
We apologize for any miscommunication regarding this account.
We did mail a Welcome Letter, which includes information on the account and a Member Identification card, in November of 2022 (when the consumer first enrolled in coverage with us). During that same month, automated monthly payments were established by this customer and those payments have continued through September of this year. We had no record of previous contact from the customer to terminate those payments, therefore coverage did continue.
On September 27 we were contacted and we terminated the automated payments. Today (October 8), we did process a refund in the amount of $654.36, which represents the amount paid for coverage beyond December ******* which appears to be the termination date requested. This refund is a mailed check, mailed to the address we have on record (matching the address included within this complaint). The arrival date of the check is based on **** delivery time frames, but if not received within the next ***** days, we can be contacted for an update.
We apologize for any inconvenience to this customer and are sorry to see you leave our membership.
Sincerely,
Customer Service
**********************
Customer Answer
Date: 10/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ********
Initial Complaint
Date:07/11/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Best Life and Health continued to deduct premiums from my account after cancellation for 18 months. I was told I should have been informed by the marketplace that I needed to contact them directly to cancel payment. I have an email from Best Life and Health from Jan 6th of 2022 saying they were notified of my cancellation and I should call them to re-establish coverage. This is a direct quote from their email, which would have me believe I have nothing further to do and would only call to re-establish coverage."We have received notification from the exchange that your BEST Life dental coverage ended on 12/31/2022. If this was not your intention, please give us a call at ************ so we can enroll you for 2023 coverage. If you would like to learn more about our dental plans, go to bestlife.com/exchange.We thank you for being a valued customer and we sincerely hope that you choose to stay with us for the coming year."In talking with customer service, I was told that because I did not call Best Life directly to cancel, they automatically re-enrolled my coverage and have been deducting $25.01 per month for the last ************************************************************************* viewing past invoices beyond 1 month. But I can provide bank statements and email receipts.The customer service representative I spoke to was very nice and sympathetic, which I give them credit for. But it is wrong for a company policy to be so deceptive and trick customers into staying with them.
Business Response
Date: 07/16/2024
We have reviewed and resolved the consumer's inquiry.
The consumer enrolled in automated, monthly payments directly with us in February of 2022 in order to pay monthly premium. While the enrollment of coverage was terminated, we did not receive any communication to discontinue those payments, and coverage continued to renew monthly as payments were received.
We have terminated that renewed coverage, with a termination date now at 12/31/2022. We have mailed a refund in the amount of $450.18 today. This amount represents all monies received for the coverage beyond the termination date.
We apologize for any miscommunication regarding this matter, and appreciate this consumer's choice of BEST Life for their dental coverage needs.
Sincerely,
Customer Service
**********************
Customer Answer
Date: 07/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*****

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BEST Life and Health Insurance Company is NOT a BBB Accredited Business.