ComplaintsforNavia Benefit Solutions

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Navia claims they issue disbursements for approved claims every Thursday. After several Thursdays of no disbursement for an approved claim, I contacted Navia. They claimed there was some sort of technical issue and they would issue a manual payment. Another week passes and nothing. I call again and escalate to management who assures me they are working with the accounting teams to get the disbursement issued. At the time of writing it's now 39 days since the initial Thursday when the payment should have gone out. Despite all of the babysitting of Navia employees I've been doing, still no disbursement. Issuing disbursements is one of the core things Navia does, and they are completely incompetent at it.Looking at the other responses to BBB complaints, I'm sure I'll get the "we understand you're frustrated and will forward this on to management" - but I've been there, and my frustrations have been forwarded on to management. Navia's management just appears to be completely incapable of ensuring the basic functions of their business run to completion.

  

  Business response

  01/02/2024

  Hi ****,

  We're sorry to hear you've had such a difficult time with us. Our records show that you spoke with one of our representatives on Dec. 28th and she said that we're doing some internal research to see why you've not receive your disbursements. With the holiday, we're still researching and trying to get this resolved as fast as possible. We appreciate your patience as we work diligently to get this solved. We will be in touch soon. 

  Best,

  Navia Benefit Solutions

   

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Navia shows a balance of over $500 on my credit card issued by Navia for payment of approved FSA medical expenses, yet they continue to deny paying for obvious health expenses to doctor's offices, FSA store and similar FSA approved vendors (Oura) even when the total charge is under the $500 available funds the card will deny with insufficient funds. I need to use the remaining money by 12/31/23, yet I can't use the card! If I don't use this money on FSA authorized medical I am forced to forfeit over $500 of my money to this company. After reading all the complaints, I have not signed up for FSA from my employer for the **** year. I can't afford to just throw away $500 or argue with a company to get my money or sit on hold on a 800 number to argue to get the money that is mine that was paid out of my paycheck.

  

  Business response

  12/12/2023

  Hi ********,

  We're sorry to hear you are unable to use your FSA funds. We know how frustrating that can be. I have forwarded your complaint to our management team. They will be reaching out to you directly to help you get access to your funds. 

  Best,

  Navia Benefit Solutions

• Initial Complaint

  11/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My HSA was closed erroneously without my instruction nor authorization and as a result my employer cannot contribute to my account. I have reached out to Navia and so has my benefits provider and have not heard back with a resolution. This is a serious and urgent issue. I want my account reopened and someone to contact me to explain how the problem is getting fixed.

  

  Business response

  11/30/2023

  Hello *****,

  We're sorry to hear you account was accidentally closed. We understand how upsetting that is! I have forwarded your complaint to our HSA management team and they will be in touch with you directly to get this solved. 

  Best Regards,

  ******************* - Navia Benefit Solutions

• Initial Complaint

  10/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company continues to deny and recycle requests for for payment. Thet put you in a never ending cycle of requesting more information. They have refused to process validated FSA card swipes even after I have provided ample documentation. They then continue to collect money via payroll deductions and place a hold on any future payments.

  

  Business response

  10/16/2023

  Hello ******,

  We're sorry to hear that you've had issues with getting swipes verified. We know how frustrating that can be. I have forwarded your complaint to our management team. They will look into your case and reach out to you directly to work towards a resolution. 

  Best Regards,

  ******************* - Navia Benefit Solutions

  Customer response

  10/16/2023

   
  Complaint: 20735208
  
  I am rejecting this response because: they have not, are not taking action to resolve the issue.  This is a canned response not action. 
  
  Sincerely,
  
  *****************************

  

  Business response

  10/20/2023

  Hello ******,

  On Monday October 16, 2023 one of our customer service supervisors tried calling you several times and then ended up emailing you with the following message:

  My name is **** and I am a Team Lead/Supervisor in the ******************************* at Navia Benefit Solutions. I am reaching out to you to apologize for your experience with Navia and to tell you that we will be taking the feedback you provide and using it to ensure we do better for you in the future. 
  
  I have reviewed the pending documents and approved the ***.  This closes the request for documentation and everything is good to go.  The *** that you provided had all of the important info and most importantly did not say estimate.  
  
  While I have you here, is there any additional assistance I can provide for you to ensure your issue is resolved?
  
  If there is anything that I can do to help, please let me know. 
  
  As always, you can reach our customer service team by phone ***************) or email (**************************************************************)between 5am-5pm PST every Monday - Friday. 
  
  I hope you have a great day!
  

  Could you please tell us what part of your complaint was not handled correctly and why you're rejecting this response?

  Best Regards,

  Navia Benefit Solutions

  Customer response

  10/29/2023

   
  Better Business

   

  the business reached out to me and corrected the issue..
  Sincerely,
  
  *****************************

• Initial Complaint

  09/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Navia Benefits often sends claimants into perpetual cycle of submiting proper documentation even when the bills submitted can be as intuitive as MI Pediatrics. They want detailed explanation of what the doctor did. This is HIPPAA violation. I dont have to disclose to everyone what the procedure was. All they need to know is was the claim for a medical or dental bill. Its not like they are spending the money out of their pocket. Its my own money, they are ensuring that I dont claim undue tax benefit on 600 USD!! This is ridiculous and designed to ensure we dont benefit.

  

  Business response

  09/07/2023

  Hello,

  In order to process your, or anyone's claim, we need the following information: Date of service, type of service and final patient responsibility, after insurance has paid, where applicable. Without this information we cannot process your claim and send you reimbursement. Providing this information to us through our participant portal or mobile app is secure to ensure no violations occur. We will not be able to process your claim without that information. In order to get your claim processed quickly and efficiently, we highly suggest providing us with the above information. 

  Sincerely,

  Navia Benefit Solutions

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Principal Dental and **************** not activated even after 3 months of payment. Not able to take any appointments with providers because of inability to pay in cash at the time financial crisis because of layoff and zero family income. Family going through pain and trauma.

  

  Business response

  08/07/2023

  Hey *****,

  We're sorry to hear that your dental coverage is not active. I have forwarded your complaint to our COBRA management team. They will be reaching out to you directly to work towards a resolution.

  Best, 

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

  Navia Benefit Solutions

  Customer response

  08/11/2023

   
  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. My Principal Dental and **************** has been reactivated. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I recently lost my job and was subsequently contacted by BusinessPlans, a subsidiary of Navia. The letter that was sent is littered with the words "my cobra plan", and in one section sets the dates for "first day of cobra" and "last day of cobra." Anyone reading this would be given the impression that they were being offered a cobra plan, as I did. Some two months later I find out that I never actually enrolled in cobra, but in "********** Continuation", which does not require that I be offered the dental insurance I had been receiving as it would have through cobra. I have now been denied a dental claim through my insurance and I am expected to pay $1700 extra to my dental provider. This company knows they are offering a service that is inferior to cobra, but leading people to believe that they will be protected under cobra regulations.

  

  Business response

  06/13/2023

  Hello *****,

  We're sorry to hear about your issues with your COBRA coverage. I have forwarded your complaint to our COBRA management team. They will be reaching out to you directly to work towards a resolution.

  Best Regards,

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

  Navia Benefit Solutions

  Customer response

  06/26/2023

  Hi *****, 

  I was contacted by ****************** regarding this complaint. I explained my situation to her as follows. I lost my job and was frantically searching for affordable insurance when I was contacted via letter by Business Plans. The letter repeatedly states that if I enrolled with this company I would be receiving COBRA coverage. A chart that takes up one third of a page clearly shows the plan I enrolled in, followed by a "first day of COBRA" date, a "last day of COBRA" date, and a "months of COBRA" count. ***** told me she didn't know how I could get the impression I was enrolling in COBRA, to which I responded that this chart clearly told me I was. After enrolling and setting up auto-pay, I received a letter stating: "We have received your full initial payment for enrollment in the (COMPANY NAME) COBRA continuation plan, and your premium is now paid through 5/31/2023." This is again telling me I have enrolled in COBRA. As I stated to *****, COBRA is a federal act. That's what the "A" stands for in COBRA: act. That act requires that I be offered the same coverage that I received with my previous employer, including dental and vision. As such, I went through with a dental procedure on 5/10/2023 that I had scheduled for over six months. I paid them the patient total and had the procedure done. Now they want more than $1,700 more because my insurance was denied as a result of not having dental coverage. Because your company misinformed me of the plan I was enrolling in, I was unable to make an informed decision regarding my health insurance and care, which I think we all can agree is extremely important. Even your response to this complaint implies that I have COBRA coverage, and not just state continuation coverage. I asked ***** for resolution of this incurred expense, to which she repeatedly offered no help or even desire to help. By purposefully deceiving people in order that they can't make an informed decision regarding their coverage, your company is committing textbook fraud, and my next complaints will be to the **** Attorney General and the Federal Trade Commission. 

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

  

  Business response

  07/11/2023

  Hello *****,

  I can understand how you must of felt post-termination and trying to find health coverage for you and your family. Our COBRA **************** team has been keeping me in the loop with your case, and according to your COBRA Specific Rights Notice, on page two, it clearly identifies that your continuation coverage did not allow for dental of vision coverage. Also, on page 5, your election form, the plan name specifically says Medical (not dental or vision). Unfortunately, since you were not offered dental and vision coverage, those expenses are not covered, and you are fully liable for any dental or vision expenses incurred. 

  We're sorry for any inconvenience this may have caused. 

  Best Regards,

  Navia Benefit Solutions

  Customer response

  07/20/2023

   
  Complaint: 20174598
  
  I am rejecting this response because:

  The business continues to refer to state continuation coverage as "COBRA" which it is not. As I explained to a representative, a little note on page two or five does not ***** the business the right to intentionally misrepresent their service. COBRA is a federal act, and yet even in this response the business refers to my state continuation coverage as COBRA coverage. If I am not eligible for COBRA coverage, then nothing in any communications to me should mention it. It is inherently fraudulent that the business continues this practice. 
  
  Sincerely,
  
  ***************************

  

  Business response

  08/07/2023

  *****,
  
  Our Specific Rights notice mailed to you is very clear and concise. Pages 1-4 of our 6-page letter state that the offering is for state continuation. You had acknowledged reading page 4:
  
  Any references in this packet, future communications or on our web site to "COBRA", "Mini-COBRA" or "State Continuation"refer to the **** *********************************** for state continuation and not Federal COBRA.
  
  You have been offered State Continuation and not Federal COBRA coverage. Dental coverage was not offered on page 5 of our letter and could not be elected, nor had you paid any premium for a dental benefit. Your former company is not eligible to offer any dental and/or vision plan(s) to former employees for continuation. However, due to the concern for your ongoing care and our commitment to service for our clients and their employees during a difficult time, we will reimburse you $1,700.00 for your dental claim, as you had requested.
  
  We anticipate this gesture will resolve your complaint and wish you well. 

  Best,

  Navia Benefit Solutions

  Customer response

  08/11/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After being laid off in April 2023, we were told by the former employer to use Navia Benefit Solutions for our COBRA coverage. However after on time COBRA election and on time premium payments on May 12th, our Cigna health insurance still hasn't been re-established / re-actived. As a result we are now facing significant out of pocket expenses and denied health services as the providers were unable to verify our insurance. We have spent hours calling both Navia and Cigna but no help was given, only telling ** to continue waiting. This is such frustrating and time wasting experience for our family, especially considering the premiums we have paid but no service/help were provided. We are turning BBB for help as first step.

  

  Business response

  06/08/2023

  Hi *********,

  We're sorry to hear your benefits are not active, we understand how aggravating it must be to not have coverage during an already difficult time. I have forwarded your complaint to our COBRA management team, they will be reaching out to you directly to work towards a solution. 

  Best Regards,

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

  Navia Benefit Solutions

• Initial Complaint

  05/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Navia Benefit Solutions closed my HSA account and sold it to another company on March 31, 2023. They never provided me with any notice of having done so. I spoke to a representative there today (May 1, 2023) who confirmed that they had not provided me with notice of the account transfer and that they could not find any notifications in my account. They then provided me with a phone number for the new account owner to whom they had transferred the account so that I could contact them directly. When I called, I was informed that this was not the correct number to call and they gave me several other numbers to try. Given that I had thousands of dollars in the account, I do not find this acceptable. I should have been provided notice upon transfer of my account in my online portal and via mail and I should have been given the correct information of the new account owner. As is, I have medical bills to pay and am unable to use my HSA account to do so because I do not have access to it or a reasonable way of figuring out who even manages the new account.

  

  Business response

  05/02/2023

  Hello *****,

  We're sorry to hear that you were not given proper information and received the run around. I have forwarded your complaint to our customer service management team, they will be reaching out to you directly to work towards a resolution. 

  Best Regards,

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

  Navia Benefit Solutions

• Initial Complaint

  04/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Manually entered claims on Navia's website are not kept. They disappear without a trace. I assume this so that Navia Benefit Solutions doesn't need to process manual claims or make any payments.

  

  Business response

  04/19/2023

  Hi *******,

  We're sorry to hear that you feel like the way our portal works means we will not reimburse you for your claims. We appreciate your feedback, but all claims, including manually entered claims, are all processed in a timely manner. If we need any additional information, we will email you to the address we have on file. Once they have been processed, you will see them generated on your portal. 

  Once, again, thank you for your feedback about your user experience. We take all possible improvements seriously and are always looking for ways to make a better user experience for our participants. 

  Best Regards,

  ******************* - Navia Benefit Solutions

*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. ↩