Complaints

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:03/20/2025

  Type:Order 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.

  Issue 1: Lack of Notification Regarding Policy Cancellation In July 2024, one of our employees attempted to use their health insurance at a doctors appointment, only to discover that their coverage was no longer active. When we contacted SimplyInsured, we were informed that ***** had stopped servicing small businesses. However, at no point were we notified of this policy termination, nor were we given any guidance on how to transition to a new plan. Additionally, we were unable to access our SimplyInsured dashboard, as our policy was marked as inactive.Given that we co-pay 50% of our employees insurance premiums (typically $200$300 per employee per month), this unexpected disruption was unacceptable. Had we been informed in a timely manner, we could have proactively addressed the situation instead of being caught off guard.Issue 2: Limited and Unaffordable Plan Options When we were finally able to select a new plan, the only available options ranged from $700$800 per month per employeefar higher than our previous plans. Due to the significant cost increase, we opted to cover 100% of the premiums to ensure our employees continued access to healthcare. While we made this decision to support our employees, it was an unnecessary financial strain that could have been mitigated had we been provided with alternative solutions earlier.Issue 3: **************** Billing Without Activation In addition to health insurance, we were assured that our dental plan through ***************** would be reinstated. However, upon reviewing our dashboard months later, we noticed that no dental plan had been activated. Despite this, we have now discovered that we have been billed for dental coverage throughout this periodwithout receiving any onboarding emails, policy details, or proof of coverage.

  Business Response

  Date: 03/21/2025

  Hello,

  Thank you for bringing your concerns to our attention. We would like to clarify the situation and address the points raised.

  ***** sent notifications to all affected groups months in advance regarding the discontinuation of their medical coverage. This gave your group ample time to secure alternative coverage. Unfortunately, as the letter from Aetna went unanswered, there was a one-month gap in coverage. *It is important to note that SimplyInsured was not made aware of Aetnas discontinuation, as their exit from small group coverage in various states has been somewhat disorganized.*

  Upon learning of the issue, we immediately took action to ensure that your company had new coverage. We successfully arranged a new policy with ********** Blue Shield of *****, ensuring your coverage was reinstated as quickly as possible.

  Regarding your dental coverage, we want to confirm that, during a recorded phone call, you were informed of your dental policy and acknowledged its activation. During this conversation, you confirmed that you wanted to proceed with the dental coverage and opted in. The coverage was activated promptly thereafter. Additionally, proof of your dental coverage with ***************** was provided to you, both through the recorded call and via your SimplyInsured dashboard, where the policy details are now listed. Based on this evidence, we do not believe compensation is warranted, as you were fully informed and opted into the dental coverage.

  We truly apologize for any inconvenience or confusion you may have experienced during the process of securing new medical coverage.

  At SimplyInsured, we are committed to ensuring that our customers feel valued and supported, and we are continuously striving to improve our services.

  Thank you for your understanding.
  

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23095992
  
  I am rejecting this response because:

  Thank you for your prompt response. However, we must formally reject your conclusions, as they do not align with the facts of our experience and fail to address the lack of transparency, documentation, and proper customer service throughout this process.
  

  Medical Insurance: Lack of Communication and Platform Access
  

  While your team states that ***** sent notifications directly, we did not receive any such communication. More importantly, SimplyInsuredour broker and point of contactdid not alert us of this change or assist us proactively. Once we discovered our employee was denied coverage at the doctors office, we had no access to our SimplyInsured dashboard and no knowledge of what had happened.
  

  You acknowledged that SimplyInsured was also unaware of ****** exit due to their disorganized departureyet your response still attempts to shift responsibility back onto us. This is unacceptable. Your platform exists to help small businesses navigate insurance; if you're not facilitating communication or alerting clients of lapses in their plans, the system is broken.

  Dental Insurance: No Onboarding, No Visibility, Yet We Were Billed
  

  Your response claims we opted into dental coverage during a recorded call. That call specifically involved us asking why dental was not visible in our dashboard, and your team stated you would add it later.
  

  Following that call:
  We received no confirmation email, activation notice, or onboarding materials.
  Our dashboard showed no dental plan active for months.

  None of our employees received any onboarding for how to use the dental plan.
  Despite all of this, we were charged monthly for coverage that was never visible, accessible, or usable. You are now refusing to refund those charges, insisting we should have assumed it was activewithout a single piece of written proof or proper follow-up from your team.
  

  The Principle, Not the Amount
  At the heart of this complaint is a dispute over roughly $50 per monthnot a large sum in the grand scheme of things. However, the lack of transparency, the dismissiveness of your support, and your unwillingness to acknowledge a clear failure in your onboarding process is whats most concerning.
  Your response is emblematic of a deeper issue. We have since reviewed SimplyInsureds public ratings and were alarmed (though not surprised) to find 1-star reviews across multiple platforms, with many customers citing similar experiences of poor service, billing issues, and communication failures.
  

  These reviews reflect our experienceand should be taken seriously by your leadership team if SimplyInsured intends to improve its service and reputation.
  

  Next Steps
  We request:
  - A full refund for dental charges incurred during the period with no activation confirmation, onboarding, or platform access.
  - A written explanation of how and why your system allowed coverage to be billed without proper activation and notification.
  - Confirmation that all current coverage is accurate and fully visible to our team.
  

  If this matter is not resolved satisfactorily, we are prepared to escalate further to the Department of Insurance and other formal channels.
  We look forward to your response and hope you choose to resolve this in a manner reflective of professional standards and accountability.
  

  Business Response

  Date: 03/21/2025

  We would like to address your concerns and provide clarification regarding the dental and medical coverage issues raised.

  First, the recorded phone call we have on file confirms that you were fully informed about your active dental coverage. We will resend this recorded call to you for your convenience. The call clearly shows that both you as the group administrator, was made aware of the active dental plan, and therefore, no reimbursement is applicable, as the recorded evidence demonstrates that the dental coverage was communicated effectively.

  Furthermore, our records show that you have been enrolled in dental coverage since 2023, and you also received a welcome letter from **************** (UHC) at that time. This correspondence clearly communicated that your dental coverage would remain active even as your medical coverage was discontinued in 2024.

  Regarding your concerns about your medical coverage, SimplyInsured took immediate action as soon as we were made aware of the situation. Unfortunately, we were not notified by ***** of their decision to discontinue small group medical coverage in several states. Their removal of these plans has been disorganized, as previously stated, and had we been informed of this change in advance, we would have ensured there was no gap in coverage for your group. We have no communication from ***** regarding this discontinuation. We recommend reaching out to ***** directly to inquire why you did not receive notice from them, as they have since indicated that all affected groups were informed before the cutoff date. We advise you to follow up with them to determine if a letter or notice was sent to your group.

  SimplyInsured is not responsible for any miscommunications between ***** and their groups regarding the discontinuation of medical coverage. Once we were notified (by your group) of the issue, we took immediate steps to secure new coverage for your group, effective 08/01/2024, with BCBS of ******

  We remain committed to providing exceptional service and resolving any concerns as promptly as possible.

  - SimplyInsured

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23095992
  
  I am rejecting this response because:
  

  Thank you for providing the call recording. Ive reviewed it carefully, and it confirms exactly what weve been trying to communicate:
  During the call, I asked why we had no insurance and requested that you add us to dental if we were not already added. The representative acknowledged this and stated she would take care of it after the call.

  However, following that call:

  1. We received no confirmation that dental coverage had been successfully activated.
  2. We received no onboarding emails or instructions from SimplyInsured or UnitedHealthcare.
  3. Our dashboard only reflected health coveragenot dentaluntil we reached out this week asking why we were being billed for dental.
  

  If this plan was truly active all this time, it was done without our ability to access, verify, or use it. This is a failure of both onboarding and transparency. A call that ends with we will do it after this call is not confirmation, and your platform provided no way to verify whether dental had been activated.
  

  Let me be clear:
  1. The responsibility to confirm and document changes falls on SimplyInsured.
  2. Your system did not show the plan.
  3. Your support team never followed up.
  4. No documentation or welcome email was received.
  

  We have now been charged for months of dental insurance for a plan that was not accessible, verifiable, or usable. We only became aware of it after seeing unexplained billing activity and contacting you directly.
  

  We are now formally reiterating our request:
  - Refund all dental premiums charged from the time of that call until the week we contacted you and were able to see the plan added.
  - Provide a clear explanation for why no communication or dashboard visibility existed following the call until now.
  - Acknowledge this as a system and communication failurenot an informed consent by the employer or proper plan activation.
  

  We expect a resolution to this within 7 business days. If we do not receive one, we will escalate the matter to The ***************************** and our legal counsel to recover the funds in dispute.
  

  We have documented all communication and call recordings to support our claim.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 03/24/2025

  Thank you for your continued communication.

  We have received your notice regarding the cancellation of your medical and dental coverage. Our Support Team is currently in the process of handling your request, and we will ensure the necessary steps are taken promptly.

  While we regret that our services no longer meet the needs of your company, we respect your decision and wish you the best in securing alternative health insurance coverage moving forward.

  Please be advised that, at this time, no compensation is due. We appreciate your cooperation in this matter and thank you for your understanding.

  If you have any further questions or require additional assistance, please do not hesitate to reach out.

  - SimplyInsured

• Initial Complaint

  Date:11/21/2024

  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.

  SimplyInsured administers benefits for the company I work for, ******* ********* ** ***** and on three separate occasions I have contacted them via online chat to verify coverage for my daughter that was to begin on 10/1/24. On each of the chats they confirmed the 10/1/24 effective date however I found out this week that the actual effective date is 12/1/24. They never mentioned this on any of the chats and refuse to take any responsibility for their agents giving me this information. Based on 10/1/24 date being confirmed I informed my ex-wife that she could cancel my daughters coverage since my policy was in place. On any of these chats they simply had to tell me that the policy was not yet in place and I would have had my ex hold off on cancellation. Their continued incompetence and failure to take any accountability has potentially put my family in a situation where there could be significant out of pocket medical expenses to pay. The three chats below demonstrate their agents confirming the 10/1/24 effective date and even indicate that any doctors visits would be covered until the new cards are issued.

  Business Response

  Date: 11/29/2024

  Thank you for taking the time to leave a review and bringing this matter to our attention. After conducting a thorough review, we have determined that the group in question removed us as broker of record prior to their policy renewal. Because of this, we did not have the ability to make any changes to the group/ employees' policies during their renewal period.

  Regarding the dependent mentioned in your review, the individual was initially enrolled in the HMO plan for the 10/01 renewal date. Due to the fact that we were removed as the broker of record prior to the renewal, it was not possible for us to enroll this individual in the desired PPO plan.

  We sincerely value all of our clients and hope that this explanation helps clarify the situation. Please feel free to reach out if you have any further questions or concerns.

  Customer Answer

  Date: 12/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  While I do understand there were some changes going on between SimplyInsured and my employer regarding who the carrier would be 2025 nothing was mentioned to me during any of the three separate chat sessions that there was a delay and that I may want to hold off cancelling existing coverage for my daughter.  This could have been as simple as letting me know there was a delay and it looks like coverage would not be effective on 10/1/24 as was initially communicated.  If I had been given that information I would have continued on with my daughters existing coverage until a clear resolution was in place before cancelling but due to this lack of communication it has left my elementary aged daughter without coverage with no true resolution in place.  

  
  Sincerely,
  
  Robert P****** **

  Business Response

  Date: 12/04/2024

  Thank you for your response.

  We completely understand your concerns and appreciate your patience as we work through this matter. The information you received from our agents was based on the insurance carrier's renewal date. However, because the group had removed us as the broker during the renewal period and later requested to reinstate us within the same timeframe, we were not in a position to make any changes to the group's or employees' policies during that period. As a result, we could only implement changes once we were officially reinstated as the broker. Unfortunately, by that time, the only available date for changes was set for 12/01/2024.
  We recognize this situation may be frustrating, but we hope this explanation helps clarify the timeline and constraints we faced.

  We sincerely value all of our clients and hope that this explanation helps clarify the situation. Please feel free to reach out if you have any further questions or concerns.

  Customer Answer

  Date: 12/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  If I can be assured that my daughter is covered effective 12/1/24 then I would consider this matter closed however in speaking with the owner of the company yesterday, 12/2/24, he was unable to get clarification on the 12/1 effective date.   I want nothing more than to have this matter resolved and to end this claim.  I do understand that there was a change during the initial open enrollment timing so the 12/1 date, while not ideal at the time, does make more sense now.   My biggest concern with how this situation came about was none of the reps I did the online chats with gave me any indication that the 10/1 date was not going to happen.  Had I known that I would have kept the coverage in place with for my daughter until this was reconciled and then I would have terminated her policy at that time.  In my opinion this is all goes back to communication since SimplyInsured is the benefits coordinator and I go to them for all the benefits questions and the dates they give me is what I base all of my decisions on.  

  
  Sincerely,
  
  Robert P****** **

• Initial Complaint

  Date:10/01/2024

  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.

  While attempting to switch brokerages due to Simply Insured no longer working with Quickbooks, I discovered that I have been paying for Medical, Dental, and **************** for 3 employees who were terminated many years ago. 1 of the employees only worked for 1 month before quitting, he was then given full benefits 2 months after he quit which I have been paying for since 12/2021. The total amount that I have paid for these 3 employees is $66,604.31. I contacted them on 8/15 and provided every invoice, as well as a spreadsheet with all of the overpayments. *** just withdrew another month of health insurance from my account for these 3 employees on 9/11. Every time I call I am told they can not transfer me to a manager, I will have to wait for a call back. They are allegedly compiling proof in the form of emails that they notified *** to terminate these employees and it is ***'s mistake. Nearly 2 months later, they still have not found these THREE emails. They also did not add an employee and his 2 dependants to the policy per court order, yet they set up the deductions for him in payroll which total $2,568.33. *** has agreed that if the error was on their side, they will reimburse the full amount but that will not happen until Simply Insured provides the required documentation (3 emails) that proves who made the mistake. To top it off, after being notified of this on 8/15 they STILL did not remove these 3 employees or retroactively cancel them 60 days prior to the call, *** just did that for me and credited back 60 days worth of payments, and was shocked that Simply Insured did not do it on 8/15. They have until the end of the week to provide this documentation or my attorney will be taking over. *** has been very helpful, Simply Insured has been giving me the runaround. This is ALOT of money and completely unacceptable.

  Business Response

  Date: 10/02/2024

  Hello *******, First, I want to apologize for the negative experience you may have had due to the reviews, even before trying our services. **************** can be complex and intimidating, but our goal at SimplyInsured is to alleviate those fears. Your feedback is important to us, and we are taking steps to address the issues youve raised. We are currently focused on improving our staffing, training, and response times to ensure a better customer experience. We are committed to using this feedback to better prepare our team and provide a great experience for our customers. We are still working on this internally through SimplyInsured and will follow up with you there on a resolution! 

• Initial Complaint

  Date:09/04/2024

  Type:Order 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.

  Simply insured was out insurance broker for health benefits to employees for too many years and have been a nightmare to work with.During that time they have taken premiums and never contacted providers to actually have employees covered for benefits only to painstakingly (about 6 months) finally back track to get the coverage that was being paid for.Left a terminated employee on our policy for almost 2 years that we were paying premiums for because they did not communicate with the providers to stop billing us, though in simply insured portal showed coverage to be discontinued. ********** (the manager) is absolutely useless and impossible to get a hold of. After they ADMITTED fault for the error in email, we told them we are seeking damages for their admitted error but they are now ghost and do not respond to emails and any calls to their number are met with "they're out of the office." (damages around $10k)Their arbitration clause points to their "legal" address for claims is a random house in ** that is apparently vacant as weve recieved ZERO response by certified mail for 2 weeks ****** top it off they again "accidentally" left 2 employees who filed for benefits off the policy and "forgot" to remove an employees spouse who opted-out of benefits.This level of incompetence for a business is absurd.

  Business Response

  Date: 09/18/2024

  Hello ****, First, I want to apologize for the negative experience you may have had due to the reviews, even before trying our services. **************** can be complex and intimidating, but our goal at SimplyInsured is to alleviate those fears. Your feedback is important to us, and we are taking steps to address the issues youve raised. We are currently focused on improving our staffing, training, and response times to ensure a better customer experience. We are committed to using this feedback to better prepare our team and provide a great experience for our customers. We are still working internally on this issue will continue to follow up with you through SimplyInsured. 

• Initial Complaint

  Date:03/26/2024

  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 attempted to contact the company via phone during business hours and was met with an automatic message that told me that I was attempting to contact them outside of business hours before hanging up. The message described their business hours as 7AM-5PM PST, and included the option to leave a message. However, the phone call did not direct to a voicemail and instead hung up. Furthermore, I was attempting to call at 3:22 PM PST.

  Business Response

  Date: 03/27/2024

  Hello ******, First, I want to apologize for your negative experience. While health insurance can be complicated and scary, we strive to remove that fear from health insurance. SimplyInsured takes all customer feedback seriously, and this is certainly not the experience we want you to be having. We apologize for not getting your call, we are a bit short staffed at the moment. Please call us back between 7am-3pm PST. We are currently working on staffing and training, meeting our agreed upon response times, and quality of responses to address these concerns. SimplyInsured is committed to our customers and we will use this feedback to better train our team to ensure our customers receive a great experience with us. 

• Initial Complaint

  Date:12/19/2023

  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.

  We worked with SimplyInsured to provide insurance for our employees and their spouses. For the first few months of activation this year, we had coverage. Then all of our employee information through SimplyInsured was disconnected from our insurance provider (PriorityHealth). None of our staff had the ability to access any of our healthcare information for months, and we still can't. I don't believe we've been charged, but we were supposed to be because we were supposed to have insurance. The disconnect happened sometime in the summer, and only when WE NOTICED IT. We began contacting SimplyInsured in September to get this resolved and three months later have no resolution and no insurance STILL. If one of our staff was to have been hurt or needed to see a doctor, they would have been destroyed by medical debt due to utter incompetence. There has been no good way to contact SimplyInsured, as the dashboard barely works when you need it and is plagued by numerous log-in loops and unresponsive pages. Honestly this company is a scam and it needs to be dismantled. **************** has been incredibly unhelpful. IT SHOULD NOT *********** MONTHS TO FIGURE THIS OUT.

  Business Response

  Date: 12/21/2023

  Hello,

  We sincerely appreciate you bringing this matter to our attention. We deeply regret any inconvenience that you or your employees may have encountered. We recognize the significance of having uninterrupted access to your dashboard and policy information, as it can have a profound impact on your operations. 

  
  We have carefully noted your feedback.  It is worth noting that we are currently working with your company to establish a new policy, and we are genuinely grateful for the ongoing opportunity to serve as your insurance provider once more. 
  
  Please do not hesitate to reach out to us if you have any concerns or queries. 
  

• Initial Complaint

  Date:12/12/2023

  Type:Order 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.

  Our company uses Simply Insured for new insurance. All open enrollment paperwork was submitted on time. It's 14 days in the month we still have not received insurance information. We have employees with chronic issues and pregnant who can't get care.

  Business Response

  Date: 12/20/2023

  Hello *****, First, I want to apologize for your negative experience. While health insurance can be complicated and scary, we strive to remove that fear from health insurance. SimplyInsured takes all customer feedback seriously, and this is certainly not the experience we want you to be having. We are currently working on staffing and training, meeting our agreed-upon response times, and quality of responses to address these concerns. SimplyInsured is committed to our customers and we will use this feedback to better train our team to ensure our customers receive a great experience with us. We are showing now that your group is enrolled with the carrier and on our end. Please feel free to contact our support team via phone at ************** or via email at ********************************** if you are having any other issues. 
  

• Initial Complaint

  Date:11/30/2023

  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.

  We have had this company as our broker for over a year. We reached out for help with our policy shopping prior to open enrollment. It is very hard to get attention and return calls. I finally got someone one the phone who promised to shop our policy and call me back. She never did. I reached out at open enrollment to an executive on Linked In, he had someone call me and that person admitted to major issues with our portal etc. She would disappear for weeks at a time and come back asking questions via email , I would answer and then she would disappear and pop back up asking if I had found time to answer the questions as though shed never seen my reply. this has gone on since June. Our insurance deductions are all messed up and we have been forced into a policy renewal that we were not seeking to renew. I NEED HELP and RESOLUTION IMMEDIATELY or we will seek legal attention to this matter.

  Business Response

  Date: 12/11/2023

  Hello *****, First, I want to apologize for your negative experience. While health insurance can be complicated and scary, we strive to remove that fear from health insurance. SimplyInsured takes all customer feedback seriously, and this is certainly not the experience we want you to be having. We are currently working on staffing and training, meeting our agreed-upon response times, and quality of responses to address these concerns. SimplyInsured is committed to our customers and we will use this feedback to better train our team to ensure our customers receive a great experience with us. We will be happy to set up a plan change on the SimplyInsured's end to find a better policy for your group. 

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20938852
  
  I am rejecting this response because there is no ************* *********** person on the executive team and I have been told for 6 months that youd be happy to set up a plan change    We have a book keeping nightmare because we dont even know what we should be charging our employees since your system has issues per your own staff   I would like to talk to the executive office within 1 week or we will be retaining a lawyer to pursue this further on behalf of our firm and each of the employees    Thank you 

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/25/2023

  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 Nov 1 it came to our attention that multiple issues had happened with our health insurance coverage through simply insured.The main issue: We had been being charged for an employees health care AND their dependent. We provide coverage for employees but not dependents. We had paid 9 months of the employees coverage before noticing this on the bill after a detailed inspection. As this is the only employee that opted for a dependent, we werent used to inspecting for this process. After calling in and speaking to ***************************, he informed me that there was an issue with their software and it stopped syncing. So it was not marking it to be deducted from the employees pay.This would have continued for an indefinite period of time unless I found otherwise. When asking whos fault this was (and whos responsibility it was to identify the issue) the employee *************************** confirmed that it was not our issue and was an issue with their company and their software connection to quickbooks.The rep emailed me a follow up saying they would get back to me.2 days later on Nov 3 I followed up. To which went ignored for 3 days until Nov 6. To which the rep said they were waiting to hear back from their higher **** 11 days later on Nov 17, I followed up. And again sent a follow up on Nov 25. All with no responses.It seems that they messed up and dont know what to do. The reps suggestion was to deduct the extra amount off my employees pay until I recoup it. Despite that being a terrible and unfair idea to the employee, its not possible as that employee is no longer with us.Thats the main issue. The secondary issue is the Ive been being charged by ***************** for an employee that was cancelled 5 months ago. They said they cancelled with anthem and were not sure why I was being charged. I still havent heard back from this, same as the other issues.Id like to be refunded the 9 months over pay and 4 months for the other employee.

  Business Response

  Date: 12/11/2023

  Hello *****, First, I want to apologize for your negative experience. While health insurance can be complicated and scary, we strive to remove that fear from health insurance. SimplyInsured takes all customer feedback seriously, and this is certainly not the experience we want you to be having. We are currently working on staffing and training, meeting our agreed-upon response times, and quality of responses to address these concerns. SimplyInsured is committed to our customers and we will use this feedback to better train our team to ensure our customers receive a great experience with us. I do apologize again, we are still working on the resolution internally on the SimplyInsured side. We will be happy to follow up with you there with a better solution. 

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20916227
  
  I am rejecting this response because the was no response to the actual issues, and no attempt to resolve the issues. The merely state that they received the note. I received an email from them last week stating "After doing some more research and speaking with my tech team about the deductions I show that you cover for employees only and 0% for dependents and have been for both the current policy you were on and the previous policy which is why the deductions for the employees dependents were not taken out."
  
  But this doesn't make any sense, since if we don't cover dependents, why are we being charged for dependents? And also doesn't clarify the other issue on when we would get a refund for the outstanding overcharged employee.

  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/29/2023

  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.

  We have been using Simply Insured for 3 years as our broker for **************** for our company. We have had several issues each year, but this last issue was the final straw, and I am still trying to get it resolved. During Open Enrollment in Nov 2022, we elected to switch our **************** from UHC to BCBS. We provided all the documentation required by Nov 30, and as of Jan 1, our insurance coverage with BCBS was still not active. It took several calls and requests for them to get on the ball to get our paperwork to BCBS and get us active. We officially had coverage 1/15/23. Well several months later, I notice that UHC is still charging our account, and I request invoices and notice that we are being double billed for **************** by both BCBS and UHC. It has been 6 weeks of very little communication from Simply Insured giving me an update on the issue. I was being told that they had been waiting on UHC to cancel coverage. I reached out to UHC, and they stated they are just receiving a letter from Simply Insured 3 days prior to me reaching out. Simply Insured is not staying in communication with me to know where we stand, or what the resolution to this problem is. I notice, that we STILL have coverage with UHC and nothing has been canceled as of yet. This issue has cost our company approximately $18,000 in premiums that were paid to UHC, for coverage when we had coverage through BCBS. Also, now our employees claims are being denied by BCBS because they state we have other insurance. This has been a huge mess, and they are not communicating the resolution of this problem.

  Business Response

  Date: 09/07/2023

  Hello *******,

  First, I want to apologize for your negative experience. While health insurance can be complicated and scary, we strive to remove that fear from health insurance. SimplyInsured takes all customer feedback seriously, and this is certainly not the experience we want you to be having. We are currently working on staffing and training, meeting our agreed-upon response times, and quality of responses to address these concerns. SimplyInsured is committed to our customers and we will use this feedback to better train our team to ensure our customers receive a great experience with us.

  We are still working on the resolution with the carrier internally on the SimplyInsured side. We will be happy to follow up with you there once the carrier confirms.

  Best, 
  SimplyInsured