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Complaint Details
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Initial Complaint
04/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
We began working with BenefitMall when our current broker decided to add them as our co-broker. Most likely because we are a small business with a very small group plan. They dropped the ball immediately and we scrambled to get a health insurance plan in place by Jan 1, 2023. They admitted that they dropped the ball initially but would work to repair our first impression.I then come to find out in February 2023 that the old plan was never cancelled properly and the insurance company is charging us twice for 2 separate accounts (on the same people). Please note that I am not upset at the insurance company itself, but the broker that was in charge of the paperwork. I've now gone back and forth with them multiple times as soon as I figured out the issue and the main person that we were working with is no longer at the company (but nobody wants to claim fault either). Finally, after no update and already another debit coming out of the account--I called the ********************** company directly to address the issue in which they said that there is no indication in the file that the brokers are attempting to terminate the plan.I've never been so upset with a company before that I've felt compelled to write a review but we are currently out over $20k that I will have to hope that the insurance company will understand the issue and be willing to credit back our OTHER group that we have also been paying on.Business response
04/28/2023
Hello ****************,
We sincerely apologize for the trouble caused. Our team was able to connect with All Savers and submit the termination and refund request. The team recently reached out to you via email to provide an update and to inquire about the $20k amount as we found the amount to rectify the situation was far less. Regardless, if it is something that BenefitMall was responsible for, we will work with you to make things right.
Thank you for letting us know about this situation. We appreciate you and look forward to a continuing partnership. Let us know if there is anything else we can help with.Customer response
05/23/2023
I am rejecting this response because: The issue has not yet been fully resolved.
The insurance company has refunded $26k dollars that were debited incorrectly since the plan was never properly terminated by the company.
The admin fees that they were charging (about $700) for the plan being cancelled so late have also been refunded.
We are still waiting for $1400 from the insurance company that was paid out on what was supposed to be the terminated plan as they attempt to re-collect these funds on the correct insurance plan.
I don't appreciate the response that it was "much less than 20k" as it was over $27k dollars that was missing from our account until I directly got involved with the insurance company and THEN something happened. They had 1 month to correct the issue before I reached out to them directly. Until we receive the remaining $1400, this will not be considered resolved.
Business response
05/23/2023
Our customer service team contacted the ********************** company and confirmed that a check was mailed in the amount of $1,424.45 on May 17, 2023. Normal delivery time takes **** business days.
Customer response
05/24/2023
Issue has been officially resolved. We just received payment for the remaining balance of $1424.45 from our insurance company today.Customer response
05/26/2023
Issue has been officially resolved. We just received payment for the remaining balance of $1424.45 from our insurance company today.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.