ComplaintsforBlue Lantern Health

• Initial Complaint

  03/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Company used descriptive and misleading sales terms active. Misrepresentation of benefits. Company and executives admitted guilt to the ftc. Scam insurance and worse customer **********************. If you can get them to answer the phone they will provide you with a number to a third party administrator that will not be able to assist you. Forget about speaking to someone who could assist you as in 2024 they have a phone system that they claim does not allow the transferring of calls from one department to another. Asked for the resigned documents have not received. Asked for the recorded sales call, refuse to provide.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I, *********************** have been getting $****** each year taken out for Vital AD&D and my parents and I have been trying to stop this automatic charge for over two years now. The company, Benefytt or MyBenefitsKeeper has been dissolved by the federal trade commission and was also sued. My parents account has been getting drained ****** per month now and I want to cancel it! I went through the directions when I 1st got the letter and it seems it has been ignored! How do I get this stopped.

  Business response

  02/20/2024

  Blue Lantern Health,LLC, formerly Benefytt Technologies, Inc., takes consumer complaints seriously and is committed to reaching reasonable and fair resolutions.
  
  On January 21, 2020, the consumer purchased two policies underwritten by American Financial Security Life Insurance Company: An AdvantHealth Short Term Medical (STM) policy and a separate Vital Accidental Death and Dismemberment (AD&D) policy, both effective from January 24, 2020. The consumer electronically signed the policy agreement,confirming acknowledgment of the policy details, terms, and the disclosure of automatic credit card recurring premium payments. Additionally, the consumer received an electronic copy of the signed agreement, along with a welcome letter sent both electronically and by mail, providing instructions for accessing policy documents through Benefytts online member portal, with the option to request paper copies at no cost.
  
  The selected term duration for the AdvantHealth STM policy was six months, naturally ending on July 23, 2020. As indicated in the policy terms signed by the consumer, the Vital AD&D policy would remain effective and continue billing unless canceled by the consumer, regardless of the status or termination dates associated with the concurrently purchased Short Term Medical policy.
  
  On February 7, 2024, the consumers mother, who is also the payer of the policy, contacted customer **********************, stating that she had attempted to cancel the policy on previous occasions. Subsequently, we received notice of the BBB complaint submitted by the consumer. Upon further investigation, we found no record of prior cancellation attempts by the consumer, as required, and outlined within the policy agreement.
  
  On February 9, 2024, we contacted the consumer to provide notice of the received complaint, offer resolution, and advised that policy cancellation must be requested by the policyholder. The consumer confirmed the policy cancellation request, and we promptly processed the cancellation. Additionally, the consumer received an electronic receipt confirming the cancellation.
  
  Blue Lantern Health considers this matter to be resolved.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Signed up for their Telemedicine plan with Teladoc few months back, trying to cancel policy company's number goes to voicemail, **************. I just want my policy canceled.They provided me a member id *********, which does not even show up on their website.

  Business response

  12/18/2023

  Blue Lantern Health, LLC,formerly Benefytt Technologies, Inc., takes consumer complaints seriously and we look to bring any issues to a reasonable and fair resolution.
  
  On December 7, 2023, the consumer contacted us via email to request cancellation of his Teladoc policy,which the consumer had self-selected and purchased online, not through a live agent.
  
  Additionally,the consumer left a voicemail on December 8, 2023, requesting policy cancellation. We received both messages and cancelled the policy as per the consumers request.
  
  Blue Lantern Health regrets any inconvenience experienced by the consumer and considers this matter resolved.

• Initial Complaint

  11/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello,I'm reaching out regarding my daughter's bill, which is currently in collections. I've been trying to resolve this issue for over a year. I received a denial letter stating that the services provided were out of the date range of the coverage. However, the services were provided in July 2022, and the coverage did not end until January 2023. I believe the company should pay what is owed to the hospital. I have attached the email indicating that the company was being sued. However, I believe they have won the case and should be able to resume processing claims from paying customers. Additionally, I have attached the bill for your reference. Please let me know if you require any further documentation or explanation. Thank you for taking the time to assist me with this matter, your patience and help is much appreciated.

  Business response

  11/21/2023

  Blue Lantern Health, LLC, formerly Benefytt Technologies, Inc., takes consumer complaints seriously and we look to bring any issues to a reasonable and fair resolution.

  On January 19, 2020, this consumer purchased a Short Term Medical Policy underwritten by American Financial Security Life Insurance Company.

  The consumer self-selected and purchased this policy online, on behalf of the insured (for whom she is a guardian), not through a live agent.

  The policy term consisted of six (6), six-month coverage periods, totaling 36 months, set to be renewed automatically unless canceled by the consumer. The policy naturally terminated on January 18, 2023, with an associated monthly premium of $59.56.

  The consumer received a welcome email notifying her of a 10-day free-look period during which she could cancel the policy and receive a refund if no claims had been made during that time. She also received access to policy documents through an online portal, notifying her of the option to request mailed hard copies at any time.

  The consumer indicates the insured received medical services and is dissatisfied with a provider bill. Blue Lantern Health, LLC operates as a distinct entity from the claims administrator, is not an insurance company, and does not make decisions regarding claims, coverage, or process insurance claims.

  Blue Lantern Health regrets the dissatisfaction raised by the consumer and suggests she contact ************************************* at PO Box 576, ******* ** *****. Telephone: **************, to file a claim and/or have any questions addressed. Blue Lantern Health considers this matter to be resolved.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I got the insurance and they told me everything it covered. As soon as I started calling doctors, trying to get an appointment with their insurance, nobody would accept it. I called my benefits keeper again, they kept telling me they would cancel it and they never cancelled it. I want a full refund and an explanation.

  Business response

  08/29/2023

  Benefytt Technologies, Inc. (Benefytt) takes consumer complaints seriously and we look to bring any issues to a reasonable and fair resolution. On March 5, 2020, this consumer purchased from an independent agent, AIQ, ***** a Short Term Medical Policy underwritten by Aspen American Insurance Company which was later taken over by ************* Fire Insurance Company. The consumer received a welcome email providing access to her policy documents online and notifying her of a 10-day free-look period during which time she could cancel the policy for any reason and receive a refund if no claims had been made during that time.

  On September 6, 2022, Benefytt properly notified the consumer regarding her ability to cancel and obtain any applicable premium refunds. On October 21, 2022, the consumer contacted Benefytt to discuss possible cancellation, but she decided to keep the policy in force.Our Customer ********************** representative made clear to the consumer that she had until November 24, 2022, to cancel and be eligible for any refunds. The consumer did not contact Benefytt during that time or at any time thereafter to request cancellation. The policy ended at the conclusion of its natural term on March 3, 2023. Benefytt properly provided notice of the policy ending by email on February 25, 2023.

  Benefytt does not have any role in what network(s) the insurance participates in, what provider(s) accept the insurance, what could be covered, or any claim or coverage determinations. During interactions with our Customer ********************** personnel, the consumer was given step-by-step instructions on how to access the member portal to review plan documents and how to find an in-network provider and was properly referred to the third-party claims administrator for benefits and claims questions.

  Benefytt regrets that the consumer seeks additional refunds. However, Benefytt properly serviced this policy. It appears the consumer may have issues with claims administration. Benefytt suggests she contact the third-party administrator, Insurance Benefit System Administrators c/o ***** at Box 247 **********, ** 30009-0247 or **************. Benefytt considers this matter to be resolved.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was scammed into buying this fraudulant insurance. I paid $143 a month for coverage that didnt even exist. I went for physical and they wouldnt cover the blood work. They wouldnt reimburse for doctors visit. I want every ***** i paid to this scamming company back.

  Business response

  07/20/2023

  Benefytt Technologies, Inc. (Benefytt) takes consumer complaints seriously and we look to bring any issues to a reasonable and fair resolution. On May 31, 2022, this consumer purchased a Short Term Medical Policy underwritten by ************* Fire Insurance Company. The consumer self selected and purchased this policy online, not through a live agent. The policy term was for twelve (12) months. The monthly premium was $143.55.
  
  The consumer received a welcome email notifying him of a 10-day free-look period during which he could cancel the policy and receive a refund if no claims had been made during that time.
  
  He also received access to policy documents on Benefytts online portal.
  
  On July 12, 2023, the consumer contacted us to cancel his Short Term Medical Policy. We promptly and properly honored his cancellation request and refunded his most recent premium payment.
  
  The consumer indicates he received medical services and is unhappy about a provider bill. Benefytt is not an insurance company and does not make claim or coverage decisions or process insurance claims.
  
  Benefytt regrets the consumer has issues and suggests he contact Insurance Benefit System Administrators c/o ****** P.O. Box 247, **********,** **********, Telephone: **************, to file a claim and/or have any questions addressed. Benefytt considers this matter to be resolved.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  6/22/20 I applied for STM with dental. 12/17/20 MyBk sent an email stating 12/22/20 is the final day, you're about to lose insurance benefits. 1/15/21 I reapplied for STM (no dental shown on the plan I signed). 12/15/21 MyBk sent an email stating last day of coverage 1/14/2022 and I will lose my insurance benefits.5/13/22 I reapplied for STM (no dental) on the plan I signed. 10/16/22 - MyBk sent an email stating coverage was set to expire 11/15/2022. 4/2023 - My wife discovered that My Benefits Keeper has been charging us $19.99 every month from 1/15/2021 1/24/2023. We contacted MyBk and they informed us that it was for the dental plan we added to our policy on 6/22/20. They stated we had to call and cancel this plan separately and they would not give us a refund. We did not use the dental benefits because we didnt know we still had access to them. When we signed the new policy on 5/13/22, it doesnt show dental benefits being available. We tried to escalate the issue through MyBk and request a refund for this service that we didnt know we had and we didnt use. 5/24/23 They sent us an email stating we have processed your request to cancel your select STM policy, your last day of coverage 12/22/2020. In this email, they used the verbiage Select STM (not dental) even though they were referencing the dental plan. They use the same verbiage Select STM when they send emails saying your coverage is ending. MyBk cancelled the dental policy in 2023 despite the policy ending in 2020. They issued a refund for $19.99 (for the charge on 1/24/23). 5/25/23 - We filed a complaint on their website. Their automated response email states they would reply in 2 business days. 6/29/2023 I received an email from a women informing me they cancelled my policy (information I already knew from 5/24/23.) They stated they wouldnt refund me because they state in their WELCOME LETTER that each policy must be cancelled individually.

  Business response

  07/07/2023

  Benefytt Technologies, Inc. (Benefytt) takes consumer complaints seriously and we look to bring any issues to a reasonable and fair resolution.  This consumer purchased a Select STM short term medical policy underwritten by Standard Life and Accident Insurance Company on June 22, 2020. The policy term was for six months from June 23, 2020 until December 22, 2020. The consumer also purchased a DentaChoice dental discount program membership effective on June 23, 2020. The consumer electronically signed the documents on June 22, 2020, acknowledging the policy details and the payment of the premiums by automatic credit card payment.  The consumer received a welcome email, a mailed welcome packet, and access to policy documents on Benefytts online portal.  The policy purchased included a 10-day free look period during which time he could have cancelled the policy for any reason and have the premium refunded, assuming no claims had been made against the policy within that timeframe.  

  The Select STM policy is independent from the DentaChoice program. The Select STM had an established term of six months. Prior to the policys termination, the consumer was sent a reminder and given the opportunity to renew the policy, which the consumer did two more times. The DentaChoice program is not term limited and is unassociated with the Select STM policies that this consumer purchased. Under the terms signed by the consumer, participation in the DentaChoice program would remain in effect until cancelled by the consumer.

  
  We regret that the consumer seeks additional refunds. However, the consumer had the benefit of program membership during the time period for which he paid. Once the consumer contacted us to cancel his membership in the DentaChoice program, we promptly and properly honored his cancellation request. Benefytt considers this matter to be resolved.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was not notified of cancelation of my policy for my benefits keeper as of April 2022. My insurance renews every 6 months. During this time the company tried to withdraw a payment and was unable o process the payment. The payment is taken out via my husbands credit card used for drafting. In the event that this occurred in the past I was noticed multiple times via text, **** and phone call. However, this was not the case as of April 2022. In May of 2022 my son needed to see a doctor for X-rays etc. The receptionist was unfamiliar with the insurance plan therefore we needed to call. She and I both spoke with an agent of My benefits keeper who gave the insurance information and helped her through the process. Neither she nor I were told that the policy was not in good standing, therefore, I moved forward with the doctors apt. Five months later I was scheduled for a doctors apt that I had waited a month for. I needed to get a biopsy etc which was a sensitive matter. Upon the day of my appointment I was informed that I was uninsured. I contacted my benefits keeper in which I was told that I had been uncovered. I was told they were in the middle of a class action lawsuit, which I was unable to receive payout if I chose to because I was uncovered during the lawsuit period. I found this convenient for the insurance company. However, I gave them the benefit of the doubt. The bill for my sons apt had been sitting and when I called to see why this particular bill hadnt changed (cant see the name of patient seen, thought it was my bill) I was told by the hospital that this bill was for my son. I contacted my benefits keeper and was given the run around where I was constantly transferred from department to department. I finally found a claims specialist that offered a solution given the circumstances. She asked me to call billing on a three way call. The billing agent tried to help by charging us for the service dates of April 23rd-May 22nd, 2022. This would allow for billing to take place on those effective dates. I was pleased with this potential solution, however it was denied by her supervisor, ***************************. I asked is there was someone above her I could speak to and or was there an address I could write a letter to. *************************** relayed a message through the agent that there was no one above her nor was there an address I would write a letter to. I am very dissatisfied with the lack of communication and resolution of this matter. I am in the middle of a divorce and have to deal with an almost ***** bill from an insurance company who dropped the ball!

  Business response

  06/15/2023

  Benefytt Technologies, Inc. (Benefytt) takes consumer complaints seriously and we look to bring any issues to a reasonable and fair resolution. On October 22, 2021, this consumer purchased a Short-Term Medical policy (LTS071960) underwritten by ************* Insurance Company (USFIC). She agreed to automatic credit card payments for the monthly premium payments and acknowledged on the signed application that a) there would be recurring automatic monthly premium payments, and b) if we were unable to collect payment on the specified bill dates, the insurance and benefits would cancel.

  The consumer received a welcome email and access to her policy documents on Benefytts online portal. The policy term began on October 23,2021, and was for six months.  It was set to automatically renew after the initial term.

  Before the first renewal, the next automatic payment was scheduled for April 22, 2022. Benefytt properly notified the consumer via email to the address on file ******************** that we were unable to process payment with the credit card information on file, and that in order to secure coverage,she must update her payment information.

  The consumer never updated her payment information on our portal or contacted us to update her payment information. The next Benefytt heard from the consumer was five months later, on September 20, 2022. Our customer ********************** representative explained the situation, referred her to the prior email, and advised the policy could not be reinstated because it was well beyond the grace ******* The consumer was then transferred to an agent and applied for a new policy (LTS094390) with USFIC.
  
  Benefytt regrets the consumer was unable to reinstate a policy under these circumstances. We will also be contacting the consumer directly.

• Initial Complaint

  02/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up for health and dental insurance with Benefytt effective 12/5/2018 and cancelled a few months ago hopefully I'll have to check to see if they are still charging me. I was deceived into thinking the insurance would at least cover an ER visit as I thought I had COVID but turned out to pneumonia. Now the hospital is saying my insurance wasn't accepted, I owe them over $2000 and $20000 for Mri scans and x-rays and I got a letter from benefytt saying they were being sued by the **** For just that, deceiving their customers. I am requesting a refund for the $205 a month I paid for over 4 years.

  Business response

  03/03/2023

  Benefytt Technologies, Inc. (Benefytt) takes consumer complaints seriously and we look to bring any issues to a reasonable and fair resolution. On December 5, 2018,this consumer purchased from an independent agent a **************** Accident and ***************** Indemnity Insurance policy underwritten by ******************* Insurance Company (**********), a Freedom Spirit Plus Blanket Accident Policy underwritten by Federal Insurance Company which was later converted by the carrier to a policy underwritten by Liberty Insurance Underwriters,Inc. (Liberty) and a  United Service Association for Healthcare (***) dental policy. The consumer received a welcome email notifying him that the policies did not provide major medical coverage and of a 30-day free-look period during which time (as long as no claims were filed) if he was unhappy for any reason, he could cancel and get a full refund.  The consumer also received access to policy documents on Benefytts online portal.
  
  Benefytt properly sent notification to the consumer on September 6, 2022, regarding the ability to cancel and obtain any applicable premium refunds. On September 22,2022, the consumer contacted us to cancel and Benefytt properly cancelled the policies and refunded the premiums that he was due.
  
  The consumer indicates he received medical services and is unhappy about provider bill(s) and/or coverage determinations made by a carrier. Benefytt is not an insurance company and does not make claim or coverage decisions or process insurance claims.
  
  Benefytt regrets the consumer has issues and suggests he contact IAC Administrators for **********, P.O. Box *****, *****, ** ***** **************, or ********** directly at ******************************************************************************************************,1-************ and/or Liberty regarding the accident policy at ************************************************************, in order to have his claims concerns addressed.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a letter in the mail from a company called Benefytt( MyBenefitsKeeper), a company that was supposed to have been providing me with medical insurance. I have been spending $102.84 a month with them since March 7 2018. I just called to cancel my membership as this insurance is a known scam. I was shocked to see that they were still in business! I asked them to refund me some of my payments, and they denied that claiming they could only reimburse me the most recent payment that I made this month. I feel I should be reimbursed for all the months I thought I had medical insurance. Total spent with this fraudulent company is approx $5,800+. I dont really find it fair that there was such a small deadline in order to cancel and receive reimbursement. I believe I am owed some of that $5800 back.. there has got to be some way for me to recover some of this money. Thats a big chunk of money!

  Business response

  02/23/2023

  Benefytt Technologies, Inc. (Benefytt) takes consumer complaints seriously and we look to bring any issues to a reasonable and fair resolution. On March 6, 2018, this consumer purchased a Limited Benefit Health Insurance policy. The consumer received a welcome email notifying her of a 30-day free-look period. She also received access to policy documents on Benefytts online portal.  
  
  Regarding the cancellation of the consumers policy, Benefytt properly sent her notification on September 6, 2022, regarding her ability to cancel and obtain any applicable premium refunds. This notice period for applicable premium refunds ended on November 24, 2022. This consumer contacted Benefytt on February 10, 2023, requesting to cancel her policy due to securing other medical coverage. Benefytt canceled her policy at that time at her request and she was offered a refund for her most recent payment which she did not expressly accept.

  We regret that the consumer seeks additional refunds. However, the consumer had the benefit of the policy being in force to offer her protection for the time period set forth in the policy, for which she purchased and acknowledged, and for which we promptly and properly honored her cancellation request. Benefytt is still willing to offer this consumer a refund for her last premium payment. The consumer is welcome to contact us directly at ************** between 8:30 a.m. and 7:00 p.m. EST so that we may resolve this issue.

  
  

  Customer response

  02/24/2023

   
  Complaint: 19385818
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Business response

  03/02/2023

  Benefytt Technologies, Inc.(Benefytt) takes consumer complaints seriously and we look to bring any issues to a reasonable and fair resolution. The consumer has indicated, without explanation, that she rejected our prior response.

  As previously stated, this consumer is welcome to contact Benefytt directly at ************** between 8:30 a.m. and 7:00 p.m. EST so that we can, as offered, refund her last premium payment.

*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. ↩