Complaints

This profile includes complaints for Administrative Concepts, Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Administrative Concepts, Incorporated

  400 Campus Dr Ste 300 Suite 300 Trappe, PA 19426-4948

  
• 

  Administrative Concepts, Incorporated

  PO Box 4000 Trappe, PA 19426-9000

  

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:07/20/2023

  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.

  I received two letters today in the mail post marked 7/7/23. The letters stated they were official notifications regarding unclaimed property in the form of checks that are outstanding. They stated that if the checks are not cashed by 8/15/23 they would turn the unclaimed property over to the state entity that governs the property. Check # ****** dated 8/29/15 is for $2,546.25 with claim # *******-**. Check #****** was for $0.65 with claim #*******-**. I've contacted * ***** Credit Union and the Secretary of State of Illinois to see if the checks were legitimate. They said the letters looked official but they could not confirm if the checks were legitimate. I was recommended to contact the Better Business Bureau for help.

  

  Business Response

  Date: 08/01/2023

  I sent the following e-mail to the insured and will follow up with a phone call later today:   I believe this is a satisfactory response to his inquiry.

  ******************** - We received this inquiry you sent to the BBB.

  I received two letters today in the mail post marked 7/7/23. The letters stated they were official notifications regarding unclaimed property in the form of checks that are outstanding. They stated that if the checks are not cashed by 8/15/23 they would turn the unclaimed property over to the state entity that governs the property. Check # ****** dated 8/29/15 is for $2,546.25 with claim # *******-**. Check #****** was for $0.65 with claim #*******-**. I've contacted ************ ************ and the Secretary of State of ******** to see if the checks were legitimate. They said the letters looked official but they could not confirm if the checks were legitimate. I was recommended to contact the Better Business Bureau for help.
  
  Let me assure you these were in fact checks issued to you and I have attached copies for reference.  As our letters pointed out, if you wish the checks reissued to you, you should check the box you would like replacement checks, unless you did receive and cash them previously.
  
  Since the deadline is approaching, it would be best if you checked the appropriate box and mail the letters, but also respond by e-mail to all on this e-mail of your decision in the event the letter does not reach us by 8/15 and we will take the appropriate action.
  
  Thank you, and let me know if you have any questions.
  
  Regards,.
  
  ******************************, AIC,ALHC, FLMI, PAHM
  Director, Claims Department
  ACI Administrative Concepts, Inc.
  PO Box **** 
  Collegeville, PA *****
  Office: **********************
  **************
  

• Initial Complaint

  Date:06/12/2023

  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 travel insurance agency, *******, approved a claim on May 12 and forwarded it to ACI for payment. ACI said it sent a check but as of June 12 I have received nothing, and ACI does not respond to emails or telephone inquiries. ACI has failed to meet its obligation to simply pay an approved claim. In my one telephone call they said the check was enroute, which was a blatant lie. Zero customer service and outright deceptive business practices.

  

  Business Response

  Date: 06/21/2023

    *********************** was enrolled in *******s Leisure Travel policy for a trip scheduled to begin on 05/09/2023. On 05/12/2023, ACI received notice of **. ****** cancellation. On 06/07/2023, ACI issued payment of benefits.
  
  Regarding **. ****** concern with timing of payment, our goal is to complete claims within 1-3 weeks of receipt. We regret that this claim was on the longer end of that cycle. However, to clarify, **. ****** claim was not approved on 05/12/2023. ******* does not have authority to approve claims. On 05/12/2023, ******* initiated the claim and forwarded it to ACI. We then enroll him in our claim system, have the file reviewed by a claim examiner, and approved by a manager. On 06/07/2023, ACI approved the claim. At that time, a payment was mailed to *************. According to the financial institution, the check was cashed on 6/16 for the full amount being claimed.

  We believe this to be closed with a satisfactory outcome.

  Customer Answer

  Date: 06/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:04/05/2023

  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 originally took out a dental insurance policy in 2020/21 with ********, through ********* Students Dental and Vision Enrollment, offered through ********* University where I was a graduate student. When I neared graduation in 2023, I sought to end my policy as I would received dental benefits through my employer. I have found it impossible to cancel my plan for various reasons. Firstly, the plan states within my portal that "Please note that these policies will renew automatically each month until you call and cancel." There is no option to cancel online. Secondly, the administrative services for my plan was run by "Administrative Concepts, Incorporated" whose customer service department never answers phone calls. I have been on hold for hours, despite calling numerous days. When on hold, a pre-recorded message says that I may leave a message and would receive a callback "within 1 business day." However, I have now gone two weeks since my original message and have not received a callback. I have since left numerous messages to no avail. Thirdly, I have obtained an email address (***************************************************) where I have sent a formal letter of termination on March 31, 2023. I have not received a reply to this email, nor have I received a written letter. This is unacceptable, as I am being charged monthly and have no way to terminate the policy.

  

  Business Response

  Date: 04/12/2023

  This has been resolved. The member called Customer service 4/5/23 requesting cancellation. The coverage was termed and the premium paid 3/30/23 is in the process of being refunded.

• Initial Complaint

  Date:10/31/2022

  Type:Billing 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 canceled my health insurance to only have this company still take my payment electronically. They said they can not refund. This is not acceptable business behavior.

  

  Business Response

  Date: 11/09/2022

    Administrative Concepts is a Third Party Administrator contracted to administer claims. We do not have any part in the sale or collection/refund of premiums. The insured should go back and contact the party that sold her the insurance.

• Initial Complaint

  Date:10/06/2022

  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.

  2/18/22 we purchased a medical insurance policy from healthcare.gov due to my husbands new job. His new employer's insurance policy woild not go into effect until 4/1/22. we purchased this policy to beidge the gap between the 2 coverages as not to be uninsured.my provider sent medical phys therapy claims as instructed on their ID card as directed 4 times. They have not paid 1 claim. Every time I call they say they have not received any of the claims. When I call, you get a recording saying its in process. we can never speak to a person there to address our concerns.I have attached 2 statements showing I paid policy premiums for Feb and March 2022.

  

  Business Response

  Date: 10/13/2022

  Administrative Concepts is a Third Party Administrator contracted to pay claims for this Limited Medical policy issued by ***** **************** Insurance Company.  We have searched our records and have only one call to our call center on 9/29/2022 during which we advised no claims for PT have been received. We have 2 claims on file for *******, both of which have been considered  Attached is our EOB for reference.  If they wish to file additional claims, have them sent to [email protected]. 

  Customer Answer

  Date: 11/16/2022

  Complaint: ********
  
  I am rejecting this response because:That is NOT what they told me when I signed up. they told me all visits were $50 copay.
  

  
  

  Regards,
  
  *****************************
  

  

  Business Response

  Date: 12/01/2022

  As previously stated, Administrative Concepts (ACI) is a third-party administrator contracted to process claims on the policies provided by the Insurance Company. It is our understanding the ******************* filed an Insurance Department Complaint, and it was responded to by the sales entity that provided the information ******************* is questioning.

  ACI should not be involved in this dispute.

• Initial Complaint

  Date:07/28/2022

  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.

  I purchased a Travel Insurance through ********** on 4/24/2022 for my trip to Italy on from 5/15/2022 to 6/3/2022. I paid the premium plan for $183. Policy number ********. Unfortunately, my wife ***** ****** and myself were victims of a robbery at the Hotel **** ******* ***** on May 18 2022. Thieves took absolutely everything, except for passports and credit cards that were in the safe in the room. The Rome police was immediately called to the scene of crime and provided us with an official police report that I have with me. My daughter from NY immediately reported the incident to ********** USA because the policy covers up to 2500 US dollars per person to recover the costs. The only think she was asked to provide when we came back was the receipts of the items replaced (in Italy and in NY) and the police report. She has been dealing since then with Administrative Concepts, Incorporated, since then, because they are the ones that provide the service to **********. Since day 1, she submitted absolutely every single thing they asked for, she even took pictures of the items that were purchased. Since them, more than 80 emails and phone calls(never answered) were exchanges in between ACI and my daughter. I am a 79 years old man and my wife is 78 years old, the age, language and health issues are the reasons why my daughter, ***** ******** is helping us. We didn't go above the spending limit, and we lost very valuable things, and its all in the official police report at the crime scene and captured by cameras. Now they are asking for proof of us being at the hotel, when I submitted the booking receipt, credit card statement and again, official police report. I just need to recover the money I spent recovering some of the items that were stolen at this trip.

  

  Business Response

  Date: 08/18/2022

    Thank you for the follow-up. ACI is a Third Party claims administrator that pays claims on behalf of Insurance Carriers. We have referred this claim to the Carrier and our last follow-up with them was 8/11. They are reviewing the claim and we have been in regular contact with the insured's daughter letting her know the status.

  As soon as we have the results of the review, we will communicate to the insured, and I'll complete this complaint.

  Thank you

  Customer Answer

  Date: 08/19/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I've been dealing with the claim since May 18 2022.

  I purchased the policy through ********** USA, but ACI IS THE ONE that I've been dealing with. I provided more than enough evidence and proves that they asked me for. Police report where everything is detailed and explained. With hotel managers name, of course hotel name. Personal phone numbers of the manager, explained what happens, Proof of itinerary, credit card statement that I paid for the hotel. Pictures of receipts and pictures of the items that were purchased part of what stolen. I didn't spend the limit. The only reason I was able to provide all this information is because my daughter helped us out. I am an 80 year old man that could've not be able to do this by myself. 
  My daughter keeps getting the same response, that its u see the carriers review. I really need the money that I spent to replaced the items that I purchase.

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

• Initial Complaint

  Date:07/13/2022

  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.

  Purchase what I thought was health insurance paying $500 a month. Went to the Emergency room and was told this insurance is not medical it’s for accidental and death not medical. I am asking for a refund of $1500. I told the agent I need medical insurance and was insured that this is medical coverage. Now I am stuck with another bill from the emergency room. Please help.

  

  Business Response

  Date: 07/20/2022

  Administrative Concepts (ACI) is the claim administrator for this insurance. We are not involved in the sale, premium collection or premium refund for this insurance.

  This complaint alleges the policy is not what they thought they were buying and they are requesting a premium refund. As such, they should be contacting the entity they bought the insurance from.

   
  

• Initial Complaint

  Date:05/31/2022

  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.

  Claim was submitted on September 27, 2021 for three procedures,totaling $300. On Nov 4th I emailed for the status of claim, and was told a check was mailed on Nov 3. On Dec 9 I agin told them no check and was told it would be reissued. On Jan 13 I was told a new check would go out the next day. On Feb 26 still no check and was told the check would be voided and a new check would be sent. I finally received a check on Mar 30. It was deposited and the bank got a stop payment on it and I received a $12 charge. I have again requested that a new check be issued, and Im getting the same run around. They never told me why a stop payment was made or why my initial claim was reduced from $300 to $100. I have detailed emails of all correspondence from them.

  

  Business Response

  Date: 06/07/2022

    We have reviewed ************************** complaint and offer the following:

    His original claim was processed for a $100 benefit. We do not know why he thought it was $300. The initial check was returned undeliverable by the post office so a stop was placed and a new check    issued. It appears he never got that check either. A new check for $100 is being issued today.

    We have reviewed the claim in total once again as a result of his inquiry and determined there are additional benefits due. He will receive an additional check for $220 in the next 7-10 days  representing one day of additional outpatient surgery for $100, and for a Wellness benefit for a visit on 7/7 for $120. 

    We apologize for the troubles he had with the initial check, and are happy to have had the opportunity to review and issue the additional benefits.

  Customer Answer

  Date: 06/10/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:05/04/2022

  Type:Order 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.

  Insurance ************** Services ************** (04/29/2022 )Hi, My name is ********************* *************. I took out an insurance health plan on myself effective 01/29/22 after stopping work when my husband died from COVID-19.Upon selecting **************** Preferred Policy # *********** Member id: ******** Questions? # on ID Card ************, I was told that I would be able to see Endocrinologist *************************************** ********************************************************** using this insurance and that prescription medication was covered, only to find out from MD office stating that they were not in net work with my coverage and did not accept the insurance coverage. I was further told by *** pharmacy after checking that the plan did not cover the drug ****** that I needed and the cost was $1300 for (1) injection. Obviously this plan sold to me does not meet my needs and I can not afford to pay Endocrinologist nor purchase drug out of pocket. I am receiving spouse survival social security benefits on limited income and has been misinformed regarding the health plan. I have no claims filed. On 04/27/22 the following was auto drafted from my bank account for health insurance coverage:PURCHASE AUTHORIZED ON 04/26 ****************** *********** ** **************** **** ** *********...............After multiple phone contact attempts ************** on 04/29/22 and speaking with multiple persons, being told I NEEDED TO TALK to someone differently, I reached no resolution. I requested termination of services and refund of 04/27/22 auto draft of $370.40 from my checking account as my needs are not being met I spoke with per phone to ********* who identified him self as the Floor Supervisor. ********* stated that I would have to call 5 days prior to get a refund. I clearly explained the problem and that I have no claims submitted,my needs are not met, and that I wanted the coverage terminated immediately. my needs are not met, and that I wanted the coverage terminated immediately

  

  Business Response

  Date: 05/10/2022

   

     Administrative Concepts, ***** (ACI) is the claims administrator for this program. We are not involved in the sale, issuance, or billing and collection of premiums, and as such cannot offer the desired outcome.

   

  However, we did contact the producer of the business and they have processed a full refund of $370.40 back to the original payment method used by ***************.