Complaints

This profile includes complaints for Mercer Health & Benefits Administration LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Mercer Health & Benefits Administration LLC

  12421 Meredith Dr Urbandale, IA 50398

• 

  Mercer Marketplace

  PO Box 2280 Omaha, NE 68103

• 

  Mercer Marketplace

  PO Box 2280 Omaha, NE 68103

• 

  Mercer

  701 Market St Ste 1100 Saint Louis, MO 63101

• 

  Mercer Health & Benefits Administrator

  PO Box 6161 Fargo, ND 58108

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:03/27/2025

  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.

  RE: BBB Initial Complaint #******** submitted 05/24/2024 I am still having problems with Mercer. At the conclusion of the initial complaint, I was able to pay the balance owed on my mothers life insurance policy taken out 37 years ago, and I set up automatic payment with Mercer through their website for any future payments. In a letter dated March 4, 2025, I was informed that the policy had been canceled for non-payment of premium. I examined my records and found that for six months the payment was completed as expected. However, for some unknown reason, Mercer did not process an automatic payment set to be made on 12/16/24 and did not notify me regarding any issues until the letter dated 03/04/2025 was received by me. I set up the automatic payment with Mercer to assure the payments would be made in a timely manner; yet here we are. Upon receipt of the letter, I called Mercer and was told that they would get back to me in 3 - 5 days. It has been seven days with no word from Mercer. This was a failure on Mercers part to take the premium from my account as authorized on their website and I ask for the policy to be reinstated. This is one of the WORST businesses I have ever dealt with hands down.

  Business Response

  Date: 03/28/2025

  We sincerely apologize for the complaint to outline that Mercer is one of the worst businesses hands down. This issue stems from and outstanding balance from July ************************************* August 2024 there has to be a zero balance for auto pay to start. the complainent received invoice via **************************** dated 11/6/2024, 11/21/2024, 11/22/2024, 12/12/2024, 1/7/2025, 2/7/2025 and 3/6/2025. 

  We received a call from the ****** on 3/17/2025 upset that ******** policy was cancelled and advised would seek legal counsel for the cancellation. At this time we advised we would research with our accounting team and carrier to see would we could do about getting the policy reinstated. On 3/24/2025 we received an update from the carrier that they would reinstate with evidence of insurability and that ****** would have to pay the back premiums to get current. ****** did indicate that she had received all of the invoices and notifications. 

  On 3/272025 the supervisor who assisted ****** with her escalation called her and brought her up to date with information we, the supervisor had been on vacation when the update came through and he called her the day of return. ****** was satisfied with conversation with the supervisor. 

  Please note that it is imperative that ****** or ****** review statements and make inquiries before the policy is cancelled as the carrier has followed all processes as outlined and non-payment of invoices could potentially cause a cancellation.

   

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23121276

  I am rejecting this response because: the matter has not been resolved. I continue to wait for a reinstatement of my mother's policy. 

  The way I understand it, if one enters into an agreement with a company to authorize automatic payment, it is an agreement between the parties that I, as the payer, will make funds available for the payee (Mercer) to draw upon to pay a debt/premium/bill.  Mercer neglected our good-faith agreement by choosing not to withdraw the funds for the premium as agreed upon thus leading to the cancellation of the policy.  What puzzles me is why this happened as Mercer successfully drew on our automatic payment agreement SIX times before they stopped in December 2024.  There was literally nothing more I could do other them deliver cash directly to their door.  I am ready to pay the past due amount but the policy should be reinstated without evaluating my mother's health status as this was a mistake on Mercer's part. 

  I did receive a call from a supervisor at Mercer on the same day I filed this initial complaint with BBB. I appreciate his following up with me. The supervisor told me that the carrier ************ will reinstate the policy but a week has passed with no follow-up from Mercer.  Although the representative from Mercer confirmed that my mother's policy is in full effect as of the date of our conversation, I am still uneasy that Mercer will actually uphold the policy if my mother were to pass away while I wait for them to finish the job.

  Finally, I do take exception with the implication made in the response from Mercer that I received invoices but chose to ignore them.  I knew the automatic payment was set up and working and that they were collecting the premium on a monthly basis. I received no notification from Mercer indicating that they would no longer process the automatic payments. Again, they have yet to provide any explanation as to why the stopped using the auto pay system. 

  I look forward to the prompt reinstatement of this policy and to an explanation as to why it was arbitrarily dropped. I will be waiting to hear next steps.

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

  Business Response

  Date: 04/07/2025

  Mercer is a benefits administrator and the carrier has confirmed to Mercer that their policy is effect as details provided by Mercer supervisor. I have followed up and confirmed that the policy is in fact enforce. 

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair 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.

  **** Pension issued a revised W4P September ******************************************************* at the time of my husband passing March 30, 2023. The amount for distribution dollars on the withholding DOESN'T match with the amount taken from checking account (I might add without approval). The revised reflects approximately $5800 over what was taken. Calls and questions to the ************** was made on 2/26, 3/9, 3/10 and 3/17/2025. Each time a supervisor was going to review and get back to me which has not happened as of today, 3/24/202. I have already filled my taxes. After review of the W4P, my *** agreed that the W4P is in error. What they did, which is incompetent, is to send me a Revised 2024 not a Revised 2023

  Business Response

  Date: 04/07/2025

  My apologies for they delay in response I was out of the office unexpectedly. I am actively researching this issue and will have a full response by end of day 4/7/2025

  Business Response

  Date: 04/08/2025

  Upon researching this issue, Mercer reached out to the participant on 4/1 and has been working towards a resolution to the concern.

• Initial Complaint

  Date:03/20/2025

  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 was on sick leave from August 20th 2024 until February 1st 2025. I have auto insurance thru mercer. No auto insurance is taken out when you are on leave but still insured. Well after 6 weeks their system should have detected a indiscretion and started to direct bill me. Well it didn't because I got told oh our system just missed you or didn't pick up the indiscretion. So now I am back to work and it's time to play catch up with insurance. They said I was supposed to contact them with any changes with me but there system should have picked it up instead of getting told , oh it missed you and didn't pick it up.

  Business Response

  Date: 03/20/2025

  Mercer is not the auto insurance carrier for Mr. ********* we are the benefits administrator for his employer. Auto insurance is an option provided to employees to receive group rates and the option for payroll deduction. At the time of enrollment with payroll deduction the following verbiage was read to Mr. ******** - 

  You are requesting Mercer Voluntary Benefits to change your current billing method to payroll deduction. You are verbally authorizing Mercer Voluntary Benefits to deduct current and future premiums from your payroll and/or pension check. Your estimated deduction amount is (Say Dollar Amount) per pay period based on your current premium and pay frequency. The deduction amount can fluctuate based on changes in policy premium and/or under or over deductions. It may take up to 30 days for your deductions to begin. Do we have your authorization to proceed with payroll deductions for your premium payments?
  We recommend you review the deduction amount on your paycheck each pay period and contact our service department with any questions regarding the deduction amount or if you do not see a deduction taken from your paycheck. If we are not able to collect the required premium through payroll deduction, the billing will transfer to direct billing by the insurance carrier and you are responsible to pay any uncollected balance. Do you have any questions about this payroll deduction you have authorized?

  As the administrator, we receive file updates from the carrier and the employer and we did not receive notification to stop payroll deduction and to send a direct bill for payment. The carrier has advised that because this was a 6 month policy they would not be able to respread the missing payments from the time of sick leave and the remaining balance is owed. Because the carrier made that decision, we recommended that he call to the carrier and make payment arrangements due to his circumstances, Mercer is not able to make those adjustments. Which was advised by his last conversation with Mercer representative. 

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23076531
  
  I am rejecting this response because:
  I never received a direct billing statement from the vendor after 6 weeks,  which would have been the end of September 2024. I should have had direct billing sent to me but I was told there system must not have picked you up at the end of September..Now mercer and farmers are playing catch up now that I'm back to work and say there's no help for me since it's only a six month policy.  Maybe they should have asked me if I wanted to even renew the six month claim. .didn't get that option either to say yes or no.
  Sincerely,
  
  **** ********

  Business Response

  Date: 03/24/2025

  While we are empathetic of the time off, Mercer is not able to change the decision of the insurance carrier. The insurance policy is passive and will automatically renew, the claimant may reach out to Farmers for arrangements for insurance coverage during times of non-payment from employer. The carrier will make the decision for direct bill. 

• Initial Complaint

  Date:11/18/2024

  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.

  Mercer handles voluntary benefits through my employer ***********************. I had Nationwide pet insurance and payments were deducted from my paycheck automatically biweekly I cancelled this on sept 7th 2024 through mercer as per online instructions Payment was again taken from my following paycheck $306 and change. I then went on nationwide website and AGAIN cancelled as they still listed me as active..this was sept 22nd. Payment was STILL subtracted for 2 additional checks..a little over $918 total. I have made several phone calls and sent several emails..with reassurances they would reimburse me...it has been over 2 months however and all I recieved was approx. $160 from Nationwide last night for unused premiums!

  Business Response

  Date: 11/27/2024

  On 9/25/2024 we received a call from the policyholder stating that she had canceled her pet policies on the website on 9/7/2024 and provided confirmation number *************. However, the policy needed to be cancelled on the carrier website and that was completed on 9/22/2024. There was a conference call with the carrier and because of the cancellation on the wrong site it was not processed. Mercer agent escalated the case to leadership for assistance. 

  10/7/2024 a callout made, message left advising researching the cancellation and the refund.

  10/9/2024 policyholder returned call and advised pending research. Waiting on payroll files to close with Mercer and carrier. 

  10/23/2024 policyholder called and stated another payroll deduction was taken from her paycheck. We advised that there is $467.59 pending in payroll but the deduction would stop as of 10/16/2024. We also advised any overpayment will be refunded to her. 

  11/8/2024 policyholder called and in for an update and stated by law payroll errors are to be corrected within 30 days and she canceled her pet insurance as of 9/7/2024. Caller disconnected. 

  11/8/2024 we reached back out to the policyholder due to call being disconnected and she asked when would be remibursed. Advised once the funds are received, the will be refunded and at this time they have only received the funds from 9/24/2024 payroll.

  The following has been refunded to the policyholder - 

  Policy Number Refund Processing Date Refund Amount Check Number
  F-600810 11/5/2024 ***** 1212454490
  F-600810 11/27/2024 ***** CK# not available
  F-600811 11/5/2024 ***** 1212454489
  F-600811 11/27/2024 ***** CK# not available
  F-600826 11/5/2024 ***** 1212454115 
  F-600826 11/27/2024 ***** CK# not available
  F-525423 11/5/2024 ***** 1212454481
  F-525423 11/6/2024 ****** 1212459740
  F-525433 11/5/2024 ***** 1212454301
  F-525433 11/27/2024 44.2 CK# not available
  F-525455 11/5/2024 ***** 1212453897
  F-525455 11/27/2024 ***** CK# not available
  TOTAL REFUNDS AS OF 11/27/24 679.02

  Any refunds received after 11/27/2024 will be auto-refunded back to the member once posted on the policy(s).

   

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22566454
  
  I am rejecting this response because: i have NOT received the payments that say "not available" at this time (though I am willing to give it some time to show up due to the holiday weekend and if they do, then that is fine). Also, I never "hung up" on them- they transferred me out to ********** when they said they were going to put me on hold to research- so I called THEM back. They have not ONCE initiated a call out to me- I called them each time. I appreciate that I have finally received SOME of the monies owed me. I am hopeful I will receive the other funds listed even though TECHNICALLY I should be receiving a total of $918.36 for the 3 pay periods taken after I cancelled on 9/7 (through the mercer website as instructed), but at this point, I will at least be grateful to get this much. To date, I have received $467.59, with the other mentioned amounts totaling $211.10 not received as yet. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/04/2024

  I have received the response and have reached out to ********** to follow up on outstanding monies owed and details on checks that were sent. I have requested a response back to me by 12/5/2024 to provide a more detailed update. 

  We did try to reach out on 12/3/2024 at 3:01 to provide an update but was unable to reach her, based on the feedback that we have not reached out the policyholder I am also confirming phone number on file to ensure we have the right contact information. 

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22566454
  
  I am rejecting this response because: not completely rejecting response- just don't want the case closed until the issue is fully resolved. as to reaching out- they have both my email address and phone number- which I have given them numerous times. I have not received a single voicemail or text on my phone and the only email messages were to say "still reviewing- will respond in 3 or 4 days"  and then the most recent one said 'claim closed' with no further communication to me or resolution or explanation. If they are indeed working with ********** to get the rest of my money, this would be much appreciated - and when I receive said money- I will consider this matter closed. It would be nice however if they had reached out directly to me with this info- instead of me needing to go through BBB to get a response.
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 12/05/2024

  
   
  Complaint: 22566454
  
  I am rejecting this response because: not completely rejecting response- just don't want the case closed until the issue is fully resolved. as to reaching out- they have both my email address and phone number- which I have given them numerous times. I have not received a single voicemail or text on my phone and the only email messages were to say "still reviewing- will respond in 3 or 4 days"  and then the most recent one said 'claim closed' with no further communication to me or resolution or explanation. If they are indeed working with ********** to get the rest of my money, this would be much appreciated - and when I receive said money- I will consider this matter closed. It would be nice however if they had reached out directly to me with this info- instead of me needing to go through BBB to get a response.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/05/2024

  We have made call out attemps to ************ and ************, ********* **** has made attempts to reach out and discuss the updates the phone number to call is ************. 

  I have confirmed the amount of the refund is accurate and that we are waiting for the payroll files to close to remit the payment to Nationwide. I am asking for that to be expedited so we can get the remaining amount owed back to you. 

• Initial Complaint

  Date:08/08/2024

  Type:Customer Service 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 was laid off by my former employer, ******** Solutions in February 2024. Mercer Marketplace handles benefits for ******** Solutions. In late April, after dropping my kids from COBRA coverage, I received notification (uploaded) from Mercer that I did not need to make another payment until August 1st. I called Mercer and was told because my former employer had already paid ahead for my children, that amount was credited which is why I didnt need to pay until then. On the evening of July 29th, I received an email from Mercer that said "we noticed the subsidy on your account was not applied correctly. Your total monthly premium due for July is $628.83. The last payment we received was in May.". I have not been able to get a good answer of how this error occurred and Mercer has refused my request that they should pay for this error - I should not have to pay for a month (July) of coverage when that month was almost over, and they earlier told me I did not have to pay.

  Business Response

  Date: 08/12/2024

  The Mercer Marketplace business was acquired by a company called Aptia.  Mercer has forwarded the concern to Aptia and has been assured they are working with Tri-Ad and ******** Soltions for a resolution to the concern.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22110657
  
  I am rejecting this response because:

  Although I hope the new owners will make things right (reimburse me) I am not accepting to close out the case.   I contacted ******** Solutions about this on 06-Aug and was not satisfied with their response either.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/15/2024

  Aptia has provided the following response:

  "We've partnered with the vendor to investigate the issue and can confirm that it has been resolved. We have worked with the Individual and Client and ask that they call us back if there are any remaining issues or questions."

  Mercer considers this case closed.

• Initial Complaint

  Date:07/10/2024

  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.

  Mercer administers benefits for my company ********* National. I had auto and home owners insurance through them. I cancelled my policy on May 8 and they were overpaid by $376. Despite several phone calls from me and at least 3 emails from my employer, they have yet to reimburse me for the extra money taken out for a policy that was cancelled.

  Business Response

  Date: 07/12/2024

  Mercer has concluded it's research and reached out to the complainant twice with resolution and left voicemails.  Mercer considers this matter closed.

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21967425
  
  I am rejecting this response because:  when I contacted them and my business contacted them all they will say is they are processing refund and there is no timeline as to when it will be issued. This has gone on for a few months with no payment made 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/24/2024

  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.

  Back on 01/01/1988, my parents obtained universal life insurance coverage through my father's employer, GTE (now ********* My father is deceased but my mother has been paying on the policy since that time until approximately March 2023 when her bank when through a merger and we forgot to create a direct payment from her new bank for the life insurance premium.On December 21, 2023, I realized that my mother had more money in her new checking account than she should. I realized the error and reached out to Mercer to see if we could pay what was in arrears plus any penalty in order to reinstate the policy. I was told by Mercer that the carrier, *********** would need to receive a reinstatement request that did not include an examination of my mother's current health (she is not 87 and would not qualify for life insurance at this time due to poor health). After months of pursuing this (see attachment), my mother was denied reinstatement due to poor health. This is a $40,000 policy that has been paid on for 36 years. My efforts to recover the policy or get anyone to set us in the right direction has been met with misinformation and deflection. Mercer states that they will "advocate" for us if we appeal ************ decision but not before I file an appeal. They have not been helpful thus far and have provided poor service and misinformation. The latest Mercer representative I spoke to said that she was "sorry for my loss" while my mother is still living. What I am asking now (and have been asking for the last five months) is this: Can we pay the missed payments (plus any penalty) to reinstate the policy?

  Business Response

  Date: 05/29/2024

  Mercer is researching this concern and will reach out to the participant with an update.

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21752687
  
  I am rejecting this response because:
  As the previous attachment shows, I have spoken to several representatives at Mercer already with basically no results but a lot of time wasted. I first contacted Mercer in December 2023 and am no closer to resolving this as of this writing. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/06/2024

  Mercer has reached out to the customer directly with the resolution to complaint.  Mercer now considers this complaint closed.

• Initial Complaint

  Date:05/21/2024

  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.

  Dear BBB,I am writing to file a complaint against Mercer Marketplace regarding an unresolved issue with the cancellation and refund of a COBRA plan for my deceased ******* *************************************** April 22, 2024, ***** enrolled in a COBRA plan with Mercer and paid the premium for two months of coverage (receipt attached). Unfortunately, she passed away unexpectedly on April 25, 2024.Shortly after, on April 26, my mother contacted the company's customer service department to cancel the plan. While we understand weekend limitations, she called back on Sunday without success. Upon reviewing the account, I discovered the plan remained active. I then canceled it online on May 7th for confirmation.The Issue:Despite the prompt cancellation attempts and ******* passing, the company is only willing to refund a portion of the premium, amounting to only 5 days of coverage in April. We believe a full refund of $1,330.76 for the two months paid is warranted given the following:Recent enrollment (April 22) and ******* passing on April 25 (proof of death attached - obituary)My mother's prompt action to cancel within days of enrollment We contacted the company again and expressed our hope for a compassionate approach considering the extenuating circumstances. Unfortunately, they remain unwilling to issue a full refund.Request:We kindly request the BBB's assistance in mediating a resolution with Mercer Marketplace. We believe a full refund is fair and reflects the unique situation. We are available to provide any further documentation needed. Thank you for your time and attention to this matter.Sincerely,***************************** Executor/Beneficiary for *************************

  Business Response

  Date: 05/22/2024

  The benefits administration for the customer was acquired by *********** effective 1/1/2024.  Mercer has reached out to contacts within *********** in regards to the customer's concerns and requested research, resolution, and contact be made to the customer's family.  

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21738750
  
  I am rejecting this response because:

  this is where the receipt came from and when you call the place it states Mercer Marketplace. So even in this they ar  trying to be fraudulent.  Unreal   

   

   

   

   

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

  Business Response

  Date: 05/28/2024

  Per Aptia - Multiple attempts have been made to contact the complainant to discuss the situation and next steps. We will continue outreach attempts to address their concerns and will consider this case closed at this time.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21738750
  
  I am rejecting this response because:

  they cannot close this case I want my refund!  as you can see from the attached, I have attempted to call them on Wednesday four times and thirdsday. Both times it rang and rang and I got a message stating that there were technical difficulties.  What kind of legit business has their phones constantly off due to technical issues.  On Friday at 1:52 pm (which is earlier there)  finally got a Megan ********* and told her to call me back that day or today.  Still nothing. So NO WAY is this case closed.  They wish.  

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

  Customer Answer

  Date: 06/13/2024

  To: Better Business Bureau (BBB) - Codi 

  From: *****************************, Executor/Beneficiary for *************************

  Subject:

  I'm very disappointed to learn the BBB closed my case after Mercer Marketplace's mere response. They promised a call to discuss the situation, but nothing substantive has been done. This lack of action and their refusal to address the full refund is deeply concerning - how can you allow this company to operate this way?  there was a death of a 38-year-old female! THEREFORE, I am writing to file ANOTHER formal complaint against Mercer Marketplace for their unacceptable handling of the cancellation and refund for a COBRA health insurance plan for my deceased sister, *************************.

  Unconscionable Denial of Refund:

  On April 22, 2024, ***** enrolled in a COBRA plan with Mercer Marketplace. Tragically, she passed away unexpectedly just three days later, on April 25, 2024. Despite this devastating event occurring within the standard one-week window for COBRA beneficiaries to choose benefits or cancel, Mercer refuses to issue a full refund for the two months of coverage she paid for.

  Standard COBRA procedures allow beneficiaries one week to make their initial decisions. ******* death within this timeframe constitutes an automatic cancellation due to the unforeseen circumstance. Mercer's refusal to acknowledge this industry standard is deeply concerning.

  Immediate Action Taken - Futile Efforts:

  My mother, upon learning of ******* passing, immediately contacted Mercer's customer service department on April 26th to cancel the plan. While we understand weekend limitations, she even made a follow-up call on Sunday, which unfortunately did not go through. Given the emotional turmoil surrounding this event, these attempts demonstrate a clear and prompt desire to cancel.

  On May 7th, upon discovering the plan remained active, I further reinforced the cancellation online for documented confirmation.

  Request for Fair Resolution:

  We believe Mercer's response is not only insensitive but also financially exploitative during a time of profound grief. We contacted them again, hoping for a compassionate approach considering the extenuating circumstances. However, they remain inflexible regarding a full refund.

  Unequivocal Proof of Unnecessary Charges:

  Attached previously was a copy of ******* obituary and billing receipt statement.

  We are prepared to submit ******* death certificate as further evidence that the plan was never utilized.

  Desired Outcome:

  We kindly request the BBB's urgent intervention to secure a fair resolution with Mercer Marketplace. We believe a full refund of $1,330.76 for the two months paid is the only equitable outcome in this situation. We are happy to provide any additional documentation required.

  Thank you for your time and consideration in this matter. We appreciate your prompt assistance in obtaining a just resolution.

  Sincerely,

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

  Business Response

  Date: 06/17/2024

  As previously stated, the Mercer Marketplace line of business was acquired by *********** effective January 1, 2024.  Mercer has communicated the complaint with *****'s contact handling BBB concerns. ***** and the carrier administering the ***** plan have reached out to the complainant multiple times.  As Mercer is not the administrator as of 1/1/2024, Mercer considers this case closed.

• Initial Complaint

  Date:04/23/2024

  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.

  My employer used Mercer previously but discontinued this service to employees at the the end of 2023. I received a statement from Travelers at the end of February but the amount did not seem correct so I reached out to Mercer and indeed they had not forwarded the funds. Funds were supposed to be forwarded to Travelers in March but my April statement from Travelers did not show this payment still. I once again contacted Mercer on April 1st and I was told they would have a refund issued. Two weeks later I still have not received a refund and I once again am reaching back out to Mercer where I am told the funds were not sent to me but to Travelers which was not what was supposed to happen. A case is opened with Travelers and Mercer but nobody can tell me where the funds are or when I will get a refund. On April 8th my funds were allegedly forwarded to Travelers but nobody seems to be able to find the funds. I am told they will investigate on April 17th and contact me by COB on April 22nd. Once again nobody follows up from Mercer so I reach out to them again and continue to receive delay tactics regarding the money and nobody knows anything. It has been over 4 months since my employer sent these funds to Mercer and I would assume other employees that used this service likely have funds in some sort of purgatory account with ********************. When we discontinued using Mercer our accounts closed with them so there is no reason for them to be holding onto any funds what-so-ever much less for 4 months beyond.

  Business Response

  Date: 04/26/2024

  This is currently being researched by Mercer.  The customer will be updated via phone calls as to the progress.

• Initial Complaint

  Date:03/04/2024

  Type:Order 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.

  My husband was an employee of ************************ and had paid Mercer for voluntary life insurance benefits. He died in December 2023. I contacted Mercer to file a claim on his life insurance policy on 02/05/24. I was told they would send out a claim packet. I receive a fraudulent packet on Mercer letter head on February 8, 2024. The packet included Met Life Insurance claim forms to fill out and return to Mercer. The phone number provide on the packet letter for questions was **************, which is not Mercer but a fake life alert scam number. The return envelope provided had Mercers correct P.O. Box address, however the zip code was incorrect. I called Mercer on 02/22/24 to let them know about the strange packet I received. They assured me they would send out a new packet, and refused my request for them to send it via ****** On March 2, I received another packet on Mercer letterhead dated February 27 - identical to the packet I received on 2/8/24 with the scam phone number -************, included. However, this packet included a ********** Life Insurance claim form to return in an envelope to Mercer with the incorrect zip code. I have still not received an actual Mercer benefits claim package, one month from my original phone call.

  Business Response

  Date: 03/04/2024

  Mercer has submitted the claim on behalf of the beneficiary today.  Mercer will update the beneficiary via phone.  This can be closed.

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21377243
  
  I am rejecting this response because I am not confident in Mercers abilities and motives to process my life insurance claim properly and effectively because of:

  1) A fraudulent phone number on Mercer letterhead that has not been explained or corrected.
  2)  Error on remit envelope, incorrect zip code was not addressed or corrected after reported.

  3) Claim forms in second packet for a group life insurance company- *********** which is not the carrier for this policy.

   Although I have been told that my claim was submitted to MetLife by Mercer, I  justifiably do not have full confidence or proof  that Mercer has actually processed my claim. I will close this complaint when I receive full confirmation and payout from MetLife.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/20/2024

  Mercer is waiting on confirmation from the carrier of claim processing.