ComplaintsforLifetime Benefit Solutions

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A check that LBS sent in a transfer to another institution was lost in the mail and I requested a stop order and replacement. It has been two week and they still haven’t reissued the check. This makes it a total of two months since I requested the initial financial transfer and they are not providing any details about how long it will take. They claimed that a reissue should only take a few days but are not profiling any more information and are being very unhelpful about why this is taking so long. I spoke to the receiving financial institution, and they were shocked at how long this was taking, saying it should not take this long.

  Business response

  07/30/2024

  
  Dear Kevin:
  This letter is in response to your inquiry dated 07/16/2024 regarding a complaint submitted by **** ******, ID of
  ** *******
  Lifetime Benefit Solutions mailed the original check to ******** *********** on 05/29/2024. The participant
  requested a check tracer in early July. ** ****** ***** needed to confirm that the 05/29/2024 check was voided.
  That confirmation took place on 07/16/2024 and a replacement check was then mailed to the member on
  07/17/2024.
  Sincerely,
  Cindy R*******
  Appeal Coordinator
  
  
  
  

• Initial Complaint

  02/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  We’ve been paying for our COBRA services through automatic payments out of our account. This company has gladly taken our money but failed to verify or inform us that my husband’s previous company (with whom we have Cobra through) changed leaving us no coverage.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Lifetime Benefits Solution owes me back SO. MUCH. TIME. I have literally spent DAYS on the phone with worker after worker who literally doesn't give a **** to the point of insurance coverage being affected. They have failed me in way after way after way. You can read the description in the enclosed attachment. I want to speak to the highest position authority at the business. Someone at the tippy top needs to know how absolutely **** the system is. NOTHING has been resolved with this company after all my efforts and SOMEONE should know!

  Business response

  06/14/2023

  This letter is in response to your inquiry dated May 5, 2023, regarding a complaint filed by ******* ***** ******.  As a COBRA administrator, we notify members by written notification.  The notification includes their COBRA rights, the coverage period and premium cost.  As a third party administrator, we collect the premiums for the client.  The COBRA coverage laws are laws determined by state and federal agencies.  Sincerely, Cindy R******* Appeals Coordinator Lifetime Benefit Solutions  

  Customer response

  06/21/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  This is a RIDICULOUS response!!!!   They are simply stating they handle receiving payments for Cobra Accounts.  SO WHAT?????????????????  My complaint is that they DO NOT inform me HOW TO MAKE A PAYMENT unless I just through hopes and spend hours on their phone system until I may or may not get a call back and then they,.....in an emergency type fashion......take my payment by phone.  I want to know where I can make a monthly payment just like every other payment in my life!!!!  My car, my house, my visa, my insurance, my utilities.  I have jumped through hoops iwth all the BBB codes and explanations and now I get this usless b******* response.  RIDICULOUS.  Does the BBB screen the responses.     I WANT TO PAY ME DAMN BILL........CAN SOMEONE TELL ME HOW?????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????  Regards, ******* *** ***** ******  

• Initial Complaint

  01/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is who manages our Medical FSA account through my employer. They have a website that allows you to check you account balance, submit claims, etc. In mid Dec 2022 I made multiple attempts to use their claims submission service on the website, but each time at a certain point I would get a message "A problem has occurred, Please try again later". I tried many different computers, different web browsers, etc. with no resolution. On Dec 19th, 2022 I emailed them, alerting them of this. I received no reply. I called on Dec 20th to inform them. I talked to a rep that took note of my complaint. She said I would get a call back, but I never did. She did say I could submit my claims via email, which I did. I

  Business response

  03/06/2023

  see attached.  transcribed below for convivence.  see attached: Dear ******:  This letter is in response to your follow-up inquiry dated January 14, 2023, regarding a complaint submitted by ***** ********.  Our members have several options to submit claims for reimbursement. Members can submit claims by fax, email, **** mail, or by uploading a claim on the portal or mobile application. The submitted screen shot was reviewed, the member did not enter the provider's name in the "provider's name" field, and only indicated N/A There are red asterisks next to the fields that are required.  Lifetime Benefit Solutions strives to provide excellent customer service.  Sincerely,  Cindy R*******  Appeals Coordinator  Lifetime Benefit Solutions  

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I retired from ****** ******** on June 3rd, 2021. I was given insurance for 1 month. I asked to be set up with COBRA and was billed $718.38 for coverage which I paid on July 15th. (I had to contact them as they never billed me originally - this same thing happened to another employee who retired.). During that time I was married and was added to my wife's insurance retroactively to our marriage date of June 18th (same company - ******** **** ***** **** ******). They said that I should be refunded the money I paid for the COBRA coverage. I was told that I would get my refund in 4 to 6 weeks. I never received the refund. I have asked numerous times what the status is and have been told it has been sent to the Core Reconciliation Team for review and they would get back to me shortly. The last contact was on 4/13/22. I have reached out a number of times since then and have not received a response. Kim R*** is the Lifetime Benefits person I have been contacting. I can provide more dates and explanations of contact through the last 10 months (or copies of emails).

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My husband's employer uses a Health Reimbursement Account (HRA) through Lifetime Benefit Solutions to offset health insurance costs. At the end of the year in 2021, the account had been untouched for that year. I am a nurse, I work on my feet, custom orthotics have not been helping. I went to *** **** **** ****** Before purchasing I called to be sure that the expense would be covered under my account as this is an expensive and non-refundable product. The customer service rep was very difficult to deal with. When I asked if the inserts would be covered, she directed me to a list on the website. I noticed immediately that the list was for FSA accounts, the rep stated that it didn't matter which type of account, that if the item was on the list it would be covered. I saw orthopedic inserts on the list. She said "If it's on the list, it's covered." These however, are not orthopedic inserts. There is a link to an FSA store where customers can buy covered items directly. There are some arch support inserts on that list. I asked again if these would be covered. Again I was told "If inserts are on the list, inserts are covered." I asked the question several different times and got the same answer "If inserts are on the list, Inserts are covered. Prior to purchasing the inserts I asked the employee at *** **** **** ***** if theses are normally covered, he said he has never heard of an occasion when they were not. There is a decal on the door of the store that they are covered under FSA/HSA accounts. I was told by the Lifetime Benefits rep that the lists are the same. So I made the purchase using a Lifetime Benefits debit card. Then I came back and purchased additional inserts for my son. Now the claim is again denied. Customer service tells me I was given WRONG information and will have to pay $2K back. I wouldn't have made the purchase but for the rep telling me that it WOULD BE COVERED. I am expecting that this company would accept some responsibility for misleading me

*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. ↩