Complaints

• Initial Complaint

  02/10/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was terminated from my employer effective Jan. 10. BSwift administers Cobra for the employer. I paid for Cobra benefits starting Jan. 11 but I have been told by my eye doctor that my vision benefits are not active. I've made several calls to BSwift to get this issue resolved but all they tell me is that they've sent the information to the vision insurance provider and are awaiting a response. I made the payment to BSwift for health and vision benefits but they are doing very little to get the matter resolved.

  

  Business response

  02/18/2025

  I have confirmed that the carrier is showing your vision coverage active with an effective date of 1/11/2025. We apologize for any inconvenience this may have caused you. 

• Initial Complaint

  01/22/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My husband has had Aetna health insurance with his job going on 4 yrs and I have always been covered. Every year for renewal we have sent them the same info which was our marriage license and lease where we live and rent together. I dont carry his last name but our marriage license shows us being married and renting the same place together They are denying me covered because my lease address doesnt match our PO Box which has been on my husbands file at work for 9 yrs. They have accepted the info for my husband but not me. It has never been an issue before. Bswift has claimed to have mailed notices about dependent verifications to our PO Box but I dont recall seeing any. If so, we would have been on top of it right away. As health insurance is very important to us both. Then they claim to have emailed my husband. My husband has always used his personal email for everything pertaining to his job at *****. When they gave him the lead position at his job that put his work email as his primary email but was never told that and he had been checking for anything from the insurance at his personal mail. His work email has never had to use. We are appealing the decision. Once we found out that I was taken off the insurance my husband has been trying to get this straighten out. We use our PO Box for mail because we live in a basement apartment and dont want our mail mixed in with our landlord. HR for ***** has always been aware of this and Aetna before Bswift took over ***** has had our PO Box on file and our lease each yr when its renewed and our marriage license. They are making me feel its something else besides the address being questioned here. This is totally unfair to both of us and now I have no health insurance. Plus now Im having to pay full price for my prescription. Im seeing this as Bad Faith with the insurance since it is only based on addresses dont match. Same addresses for 8-9 yrs. Nothing has changed. Our appeal was denied.

  

  Business response

  01/30/2025

  bswift followed the employers appeal policy and have noticed them of your complaint. I have confirmed that our Service Center has reached out to you today to explain the actions that were taken. I apologize for any inconvenience this may have caused you.

  Customer response

  01/31/2025

   
  Complaint: 22844940
  
  I am rejecting this response because:
  It was no fault of our own about the deadline of verification when we did not receive the notices.  Everything was turned in on time as we do every year with the same info
  Sincerely,
  
  ****** *****

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cannot log into my app using my email or other email ******************** I asked you to cancel my cobra coverage months ago and no one is answering my calls and I cannot get in touch with you. I already have health care coverage and cobra is not even active as my ****** plan and I keep receiving past due bills from you.

  

  Business response

  01/16/2025

  I have confirmed that your COBRA coverage was canceled on 12/09/2024, effective 11/01/2024. Should you have any questions please feel free to contact the Service Center at **************. I apologize for the inconvenience this has caused you.

• Initial Complaint

  12/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I returned from a leave of absence in June of this year and bswift applied a surcharge to my benefits for have a dependent spouse on my insurance - this surcharge never applied to me / my spouse bc my spouse does not have the ability to obtain insurance through his job. The surcharged was removed and stopped being deducted from my paychecks after I spoke with someone about my tax deductions and explained this surcharge never applied. It was then re-added back to my account without my knowledge and retroactively charged me an approximate $300. As of today bswift has taken $400 in earnings from me and Id like to see that money returned because bswift is at fault for 1. Not documenting properly that the charge never applied to me and 2. Adding the surcharge again and back-billing me for the previous paystubs I received that were not subject to the surcharge. Id like my recorded phone calls, I want a point of contact fully reviewing this surcharge for myself and other who bswift might inappropriately be taking earnings from in this way.    

  

  Business response

  01/13/2025

  The surcharge was removed;however, I have been informed that an appeal would need to be submitted for the refund request. I have requested that our Service Center reach out to you to explain the process. I apologize for any inconvenience this may have caused you.

  Customer response

  01/13/2025

   
  Complaint: 22750615
  
  I am rejecting this response because: I would like an appeal submitted for my refund as soon as possible. I do not need to understand the company appeal process. Submit it, and contact me with any questions pertaining to the submission of the appeal 
  
  Sincerely,
  
  ****** Arb

  

  Business response

  01/14/2025

  An appeal is submitted by the member; however, we have contacted your employer, and the refund has been approved. You will see the refund in the amount of $369.20 within the next 1-2 pay cycles. You will also be receiving a call from the Service Center.

• Initial Complaint

  11/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to call and contact Bswift for days no one answers the phone you get a phone maze which goes no where! I have Cobra coverage ********** 1 and cant not login in or reset my password at all to pay the premium. Secondly there is no way to get in touch with any human being at this company. I cant pay my premium for coverage due to the their phone maze Ive been on hold for hours!

  

  Business response

  11/05/2024

  I have been informed that the Service Center was able to connect with you today and you were able to gain access and process your premium payment online. I apologize for any inconvenience this may have caused you.

• Initial Complaint

  11/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Between the end of my last employment and the beginning of my current employment my family needed to be on *************** for a short time. BSwift handled this through *************** and the insurance provider was with ***** for that brief period of time. I cancelled coverage on May 28, 2024 as I began my new job. We recently had claims that my current insurance carrier - ********** Blue Shield - is saying they can't cover as we have a "secondary insurance policy". They stated we still had a Cigna policy. After calling numerous times and being told that BSwift needs to contact ***** to say we cancelled, this process is still not completed and our current insurance company is refusing coverage until it's resolved. We have called numerous time and with no resolution. Now the health care providers are threatening collections if it's not paid.  

  

  Business response

  11/11/2024

  I have confirmed that the carrier, *****, has terminated the coverage effective 4/30/2024. I apologize for any inconvenience this may have caused.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have medical care under Cobra, since April 2024 via BSwift for Omnicon. Payment is due on the 1st of every month. We paid June on 6/8/24. There is a 30-day grace ******* per page 7, from "COBRA CONTINUATION COVERAGE ELECTION NOTICE." We found out today, 6/10/24, coverage is stopped or "paused" after 6/5/24, to be reinstated after 6/13/24. There was no email, text, or automated vml of the stoppage of coverage, nor does the website on our account note this. The Notice does not state the "pause" policy.We found out when we tried to refill a Rx. It took us 3 hours to get to the correct person at BSwift to find out what happened. BSwift sends updates to Cigna on Wednesdays. We paid on Sat 6/8/24. So our payment info does not go to Cigna until after Wed 6/12/24.In this electronic day, the information is sent out only once a week? This makes no sense. No info was sent to us? It is reprehensible and poor practice to pause coverage w/o notice. Page 7: Under the Plan, each monthly payment for COBRA coverage is due on the first day of the month for that months COBRA coverage. If you make a monthly payment on or before the first day of the month to which it applies, your COBRA coverage will continue without any break. Your COBRA Administrator (bswift) will send ******ic notices of monthly payments due. ***** ******s for ******ic payments Although monthly payments are due on the first day of each month, youll be given a grace ****** of 30 days after the first day of the month to make each monthly payment. Youll have COBRA coverage as long as payment is made before the end of the grace ****** for that payment.If you pay your monthly payment later than the first of the month, but before the end of the grace ****** for that payment, your coverage will not be suspended as of the first day of the month. If payment is not received before the end of the grace ****** for that payment, your coverage will be terminated going back to the first day of that month.

  

  Business response

  06/13/2024

  I have confirmed that your payment postmarked 6/8 for the payment due 6/1 was applied and the carrier file was updated on 6/12, and you should have received a call from the Service Center. I apologize for any inconvenience this may have caused you.

  Customer response

  06/20/2024

  Complaint: 21829948
  
  I am rejecting this response because: The response from BSwift was not resolved. We have moved on with getting our health care reinstated. However, we have not had any changes, recognition, or change in the actions from the company. Kind regards,
  
  Sincerely,
  
  ********************************;   

  

  Business response

  06/24/2024

  I apologize for the inconvenience this process has caused you, however we are unable to change the process at this time. In the meantime, if you wish, you can sign up for automatic withdrawals. In doing this you will have the opportunity to have the premiums withdrawn from your bank and you will not have to mail your payment as the Service Center Rep explained to you when they reached out.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bswift is the administrator of my Cobra health care coverage, based on my prior employment at **** Interactive. At the beginning of this year, I learned that my Cobra coverage had been terminated because the premium had been adjusted by a total of 25 cents (!!!) and I did not learn about this in time to adjust my payments so they were 25 cents higher before the coverage was cancelled. When I learned about this, I contacted Bswift and they repeatedly and profusely apologized for the mistake and informed me that they would reinstate my coverage. A few weeks ago, however, I learned that even though I had never been sent any communication of any sort, my coverage had again been terminated because, apparently, Bswift had not resumed taking my monthly premium from the account I had long ago designated even though I had repeatedly authorized them to do this. When I learned this, I immediately contacted Bswift and explained (1) I did not understand how it could be possible for Bswift to cancel my coverage again without any sort of notification, and (2) I had previously authorized, and was willing to authorize again, Bswift to debit my account with any and all past due premium amounts and the premiums going forward. I further explained that I am now without any health coverage which is a serious situation. I have been waiting weeks now for Bswift to reinstate my coverage but whenever I call them, I am told the issue is still under consideration. All of this because my premium was originally adjusted by a total of 25 cents!

  

  Business response

  06/07/2024

  I have confirmed that the *** payment was applied, and your COBRA coverage is paid through June 30, 2024. I apologize for any inconvenience this may have caused you.

  Customer response

  06/10/2024

   
  Complaint: 21787500
  
  I am rejecting this response because:
  

  Bswifts message says that I am now covered through June 30.  Obviously, I need to continue to be covered going forward after June.  This requires confirmation that Bswift will debit my account every month and not cancel coverage as it has done twice before.  My attempts to get back online at the Bswift portal to confirm that billing will continue, and to reset my password to enable me to do this, have repeatedly failed.  I need Bswift to give me access to the portal again so I can confirm billing is properly set up to continue on a monthly basis.

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

  

  Business response

  06/12/2024

  I have confirmed that ACH is set up and will continue to auto draw.  

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year I was diagnosed with liver cirrhosis and had to be put on short term disability from my job. I was notified March that I was losing my insurance coverage due to nonpayment. We made a phone call to GXO benefits center STATING THAT WE WOULD PAY THE MONEY TO not lose THE INSURANCE, THEY TOLD US THEY HAD TO FIND OUT IF THAT WOULD BE ALLOWED SO THEY PUT IN A CLAIM ON MARCH 5 AND SAID THEY WOULD REACH OUT TO ** WHEN THEY HAD AN ANSWER. ALMOST EVERY OTHER DAY we called TO SEE IF THERE WAS ANY OTHER UPDATES. WEEKS WENT BY. WE ALSO REACHED OUT TO MY MANAGERS AT GXO TO SEE IF ANYONE COULD HELP. MY MANAGERS THEN TOLD ME THAT THEY WERENT GOING TO ALLOW ME TO GET MY COVERAGE BACK AND I HAD ONLY HEARD THAT FROM MY MANAGER, I STILL HADNT HEARD BACK FROM GXO BENEFITS CENTER. Then I received a phone call a couple weeks ago around the end of April from gxo benefits Center(2 months later) stating that they had reviewed my claim and that I could reinstate my insurance if I made the payment. They needed me to pay 1400 I owed to be covered until the end of march then someone from cobra would call me to set up the cobra plan with me. I made the payment of 1400 on April 30 and have still not received an answer about cobra coverage. I have been dealing with this for over two months now Ive been paying out of pocket to go to doctors visits, missing doctors visits, and not getting the scans and care I need. I know I shouldve kept up with my payments but I do not feel like it should take Months to give someone an answer about health coverage Ive told them over and over how urgent this is and I feel like the matter is not being taken care of as urgent as it should be. I just need my health insurance.

  

  Business response

  05/23/2024

  I have confirmed that your payment was applied, and coverage was reinstated. Your COBRA notice was generated, and you should receive within the next few days. I apologize for any inconvenience this has caused you. 

• Initial Complaint

  05/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Our company went through our annual benefits elections in March. I had selected to stay on the same benefits plan that I had last year, the Plus Plan. I never received a confirmation of my selections. When I went to pick up life saving medications for my wife, the pharmacy told us it would be $600. We reached out to Aetna, our insurance provider, and they told me that I am on the Basic plan and that I need to make my $3000 per person deductible before they will start coverage. I reached out to BSwift and my HR about this as I was put on the incorrect plan. HR said that I have to go through BSwift and BSwift is refusing to correct their error stating that the open period has closed and there is nothing I can do.I would not have changed my plan to something so unbeneficial to my wife and myself. I need this corrected to be on the correct plan. When doing the elections I selected to keep what I was on the previous year, which is NOT what happened.

  

  Business response

  05/13/2024

  I have been informed by your employer that Records show that he changed plans from Plus Plan to Standard plan on 3/13/2024 using AE 2024-2025 and will not be able to ***** an exception. Change in coverage can only be made if a Qualifying Life Event (QLE) is experienced and/or during the next Benefits Open Enrollment 2025-2026. Our records show that a benefit confirmation statement was posted to the employee file on 4/2 and an email was sent on 4/3 reflecting the benefits selected during AE 2024-2025.

*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. ↩