ComplaintsforMercer Health & Benefits Administration LLC

• Initial Complaint

  08/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  05/29/2024

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

  Customer response

  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

  06/06/2024

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

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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 response

  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

  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

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  04/26/2024

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

• Initial Complaint

  03/04/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  03/20/2024

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

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a life insurance policy through my previous employer. All my benefits ended the day I quit my previous job. Mercer sent a late payment notice two weeks after my last day. I am not longer with the company, so they could not collect payment through my employer. I am not longer eligible for the plan since I am not with my previous employer.

  Business response

  03/11/2024

  Mercer has sent necessary form to customer and attempted to notify the customer on three different occasions.  Mercer is considering this complaint closed.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Follow-up information started originally on 12/11/2023, BBB case number ********. Complainant overview is Mercer canceled life insurance last quarter of 2022 without informing us. As unaware it was canceled, continued to make 2023 three quarterly payments in which Mercer cashed and kept the money. As we do not need as much insurance as no kids at home and everything is paid for, called Mercer in third quarter of 2023 to lower the insurance policy amount and subsequent lower policy cost. Learned at that time that the policy was canceled because we were turning 65. As Mercer kept the $2,823.54 in 2023 payments, created the BBB complaint first for documentation before filing a formal complaint with the GA insurance commission and the GA AGs office.As of todays date, 02/18/23, Mercer has been completely untruthful to us and the BBB community by falsely claiming the issue of this case is resolved. To wit: on 12/12/23, Mercer representative for Mercer case number ******** stated in an email and direct phone conversation, the $2,823.54 would be issued and sent by registered ****** On 01/03/2024, the Mercer representative stated in an email the $2,823.54 was confirmed and the money would be sent via registered ****** On 01/03/2024, we received an email notification from Mercer that their case number ******** is now closed.We have never received a ***** delivery of any package from Mercer. Mercer has quietly decided to continue keeping the money while publicly responding to the BBB that the issue is resolved. This BBB follow-up is escalate the original BBB complaint ******** and to show that Mercer filed false information with the BBB. Complaint escalation will also inform the public that Mercer will take many thousands of dollars for life insurance payments, but quietly drop the policy at 65 without notification and will keep any extra money payments even after a full BBB public complaint. Next step, build documented case to file with ***************

  Business response

  02/26/2024

  Mercer is cancel/reissuing reimbursement checks for the customer.  New checks will be sent expedited and tracked.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been with company Anixter Wesco for years and always had my car and home insurance through them.never had an issue in past years with a different company. Recently we went through changes and instead of bi weekly I get paid weekly. First check with new deductions was accurate. Following 3 checks Mercer took out double the amount it was suppose to take. I made my first complaint to Mercer January 19th in which Mercer employee told me I signed a contract that allowed them to change deductions any time they want. I was told to make up for the change in my payroll they have to charged me $152.28 instead of $52.28 (my first paycheck in ****) every week until 2/13 when the new policy takes place. Contacted my HR Department they said no absolutely not. And thus found that not only myself but many other employees were over charged every week by Mercer as well. Mercer has acknowledged the amount deducted is not correct, but it is not taking responsibility for this issue and not providing any resolution not to mention the premium from years past has also doubled causing me to believe something took place in past years as well without me noticing. I was quoted $1440 2022 cycle and now **** in this new policy. There is something going on with this company.

  Business response

  02/09/2024

  Mercer has explained the situation and a resolution has been put in place.  ********** will occur to ensure the resolution is finalized.  This matter can be closed.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Many years ago, I obtained Mercer life insurance through the company I worked with. The billing is four quarterly payments per year. In 2023, after the third quarterly payment made to Mercer, I called to see about reducing the amount of insurance to what I need as we turned 65 and everything we have is paid off.To my surprise, I was told by Mercer they had canceled my insurance the end of December 2022. The stated reason was I was turning 65 years old. This is certainly not per the contract. The Mercer representative did not explain why I was never contacted. Communications from Mercer is quite bad in sending the bill to me was once to twice a year and with those bills, there is no contact number listed on the bill. I had to do a search on the web to find a contact number to call about lowering the life insurance amount and learned about the cancelation.The disturbing thing is Mercer cashed and kept the three 2023 quarterly payments totaling $2,833.92. Yet Mercer stated they canceled the insurance the end of 2022 due to me turning 65. This can certainly be considered theft. If Mercer does not resolve this by Dec 31, 2023, I will move forward with contacting the GA Insurance commission and the GA AGs office to pursue a criminal complaint.

  Business response

  12/14/2023

  Mercer has contacted the customer offering a resolution.  We are considering this matter closed.

  Customer response

  12/15/2023

   
  Complaint: 20980340
  
  *************** to this Mercer response.  During the telephone conversation with a Mercer rep, new information was revealed.  Mercer stated they did not accept the 2022 4th quarter payment and canceled the policies.  Mercer also claimed they have record of my recent call that prompted the BBB complaint.  After reviewing all of the BBB complaint logs on Mercer, I do not consider Mercer stating they have no record to be not unusual. 
  

  Mercer stated in an email they would refund the 2023 first 3 quarter payments.  However, as Mercer did admit they rejected the 2022 4th qtr payment, but kept the funds, I am amending my BBB complaint for at least a refund of four quarterly payments instead of the initial complaint of three. 
  
  Sincerely,
  
  *****************************

  Business response

  12/27/2023

  Mercer is working to confirm and complete the requested actions. The process should be completed shortly. We will reach out to the individual to provide an update and confirm that all issues are resolved. 

  Business response

  12/28/2023

  Mercer is working to confirm and complete the requested actions. The process should be completed shortly. We will reach out to the individual to provide an update and confirm that all issues are resolved. 
  

  
  

*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. ↩