ComplaintsforNavia Benefit Solutions

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been paying monthly premiums on a regular basis. I have yet to receive my medical insurance ID cards or ID number and as such my family has had to go without medicine and medical appointments for over a month. I am going to send a complaint to the state insurance regulators. No one at Navia Benefit Solutions has been able to help.

  

  Business response

  02/06/2023

  Hi ****,

   

  We're sorry to hear you've not received important information you need. I have sent your complaint to our **************** team. They will be reaching out to you directly to work on a solution.

   

  Best Regards,

   

   

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

  Navia Benefit Solutions

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We paid for COBRA in the amount of $2,786.43 on January 3, 2023 to be in good standing per usual. After a recent optometrist visit by my wife and myself, our visits were denied payment for by Navia to our optometrist, despite us being in good standing.Navia claims our Vision coverage changed from "Cigna Guardian Vision 180" to "VSP Core" and that they had filed this change with VSP. But after making multiple calls with VSP and speaking to a manager, VSP claims no such information has been filed, and that Cigna Guardian would need to notify them of these changes.We've pleaded with Navia to speak to a supervisor after (9) calls in the month of January, but they refuse to connect us, claiming there's nothing they can do. But VSP is saying that only Guardian can give these updates, and that Navia needs to orchestrate this information change.Net net - it's become clear that Navia is giving us the runaround despite us paying exorbitant monthly fees to keep our COBRA in good standing. Because of this, we're now being forced to pay out of pocket for our vision provider. This is either a high level of incompetence on Navia's side, or straight up fraud which is why we need BBB's help after struggling with this for over a month.

  

  Business response

  02/06/2023

  Hi ******,

   

  We're sorry to hear you feel like you've been getting the run around about your vision coverage. I am forwarding your complaint to our COBRA management team and they will be reaching out to you directly to work towards a solution.

   

  Best Regards,

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

  Navia Benefit Solutions

  Customer response

  02/07/2023

  Navia's response was neither acceptable nor unacceptable. They simply sidestepped the issue as they have been doing for the past 6 weeks, not taking accountability for the ongoing issue that should have been handled by their management team after my second call (much less on the eighth call). Their claim was that:
  "They (VSP) advised that [ my old employer's ] account was missing an authorization for Navia to make updates on their behalf.  This is the first time that VSP stated this was an issue."
  This patently false, as I had been repeatedly asking Navia's customer service representatives to look into this since the issue wasn't getting corrected many weeks after my first call, but they kept brushing it off for various reasons saying it was up to VSP to take care of.
  
  The only reason this situation was finally resolved was because I reached out directly to my old employer to ask for assistance since I had hit a dead end with Navia. My old employer fixed it within 24hrs which is what Navia should have done over a month ago.
  

  
  

• Initial Complaint

  01/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased cobra coverage from them for the month of October 2022. I got a termination notice from them stating that the termination date was 10/31/22. Which is exactly right. However they told my medical insurance provider United health care that the policy expiration date is 12/31/2022. Which is incorrect. I had new coverage from anthem starting 11/01/2022 and now all my medical claims in nov and dec are being denied because I have two active insurance policies. Which is incorrect. Ive called cobra and wait over 3 hours to talk to someone several times and they still havent fixed the issue. Ive also talked to United health care several times and they said navia had to be the one to change the date

  

  Business response

  02/01/2023

  Hi ******,

  We're sorry to hear that you've had your COBRA coverage information muddled with your carrier. I have forwarded your complaint to our COBRA management team. They will be reaching out to you directly to work towards a solution. 

   

  Sincerely,

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

  Navia Benefit Solutions

  Customer response

  02/02/2023

   
  Complaint: 18962444
  
  I am rejecting this response because: I dont need them to reach out to me. I need them to fix the problem. This is the same response I get when I call them and its been weeks without a resolution.
  
  Sincerely,
  
  *******************************

  

  Business response

  02/27/2023

  Hi ******,

  You should have received an email from ***************************, our COBRA **************** Manager addressing your concerns. If you did not, I have copy and pasted her email to you here:

   

  I hope this e-mail finds you well! My name's *****, and I'm the manager of the COBRA **************** team at **********************. I'm reaching out to you in regards to the complaint filed on 2/9/2023 with the Better Business Bureau. I understand that you've been having complications getting your new insurance (effective 11/1/2022) to cover claims incurred in December, due to United HealthCare having an incorrect date on file for your termination. 
  
  I can confirm that we have you in our system as terminating 10/31/2022, and this is the same date we have reported over to United HealthCare. I can see my team has made multiple attempts to correct this with United HealthCare as well.I called out to their eligibility team today to see what was going on and why you were still showing active 2 months after the expected termination date -the representative I spoke with advised you are currently showing as terminated, effective 10/31/2022. I was not able to receive confirmation of the date this update was processed, but you should now be able to resubmit your claims to your active insurance without issue. 
  
  I apologize about how long this took to resolve. Please let me know if you're still having issues getting your active insurance to cover those December claims due to having another active insurance policy under United HealthCare,or if you have any other questions. Let me know if you'd like to discuss any of the above via phone call, I'd be more than happy to do so. 
  
  
  
  
  Kind regards,
  ***************************
  COBRA **************** Manager
  **********************, Inc.
  

   

  Best Regards,

   

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

• Initial Complaint

  01/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had different flex spending accounts over the years and I submitted what was requested of me, both by the website and by the customer service rep after my claim was denied, but I have never had so much trouble getting my own money reimbursed back to me. Almost 500 left and most claims denied. What more do I need to do. How much time will it take me to 'save' money on FSA items?I did not and will not renew this service. I lost both the money from my paycheck AND the money I have spent to be reimbursed. I plan to call an attorney. I'd rather pay an attorney than let Navia take my money.

  

  Business response

  01/26/2023

  Hi *****,

  
  We're sorry to hear that you've had issues receiving your reimbursement for FSA expenses. I have forwarded your complaint to our management team. They will reach out to you to work towards a resolution. 

   

  Best Regards,

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

  Navia Benefit Solutions

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  my company switched to Navia benefits as the provider for cobra at the end of December. I paid Navia $1455 and sent in my benefit elections which they received on December 20, 2022 and cashed the check. I have yet to receive my account information or my medical information to be able to take my seven month old daughter to the doctor. Ive sent them numerous emails and called them numerous times to which they have told me they are unsure as to why my account is still not open and are unable to resolve the situation.

  

  Business response

  01/24/2023

  Hello ******,

  We're sorry to hear you've not received the proper documentation you need. I have forwarded your complaint to our management team. They will reach out to you directly to work towards a resolution. 

   

  Best Regards,

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

  Navia Benefit Solutions

  Customer response

  01/24/2023

   
  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

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Navia Benefits Solution is handles my former employer's COBRA plans to continue health insurance. In four months, starting in October of 2022, my health insurance provider, Anthem, has terminated my coverage TWICE because they have not received payments from Navia. I've paid Navia and there is supposed to be a 30 day grace ****** regardless. Navia is either bungling the communication or simply not sending the funds. The first shutoff occurred because I found out after hours of phone calls that Navia was using the wrong email address to send the funds to Anthem. I'm still trying to find out what the current hang up is, but coverage was again terminated on January 1st with no notice, despite me being current with payments to Navia. Navia's tech support system is informing me that there is a greater than 60 minute hold time to speak with a representative (which should be criminal) and it gives an option to leave a number for them to call you back. Unsurprisingly, I have not had a call back from Navia. Keep in mind that Navia charges an additional $20 dollars for the "convenience" of paying each monthly payment online. That money is clearly not being used for their infrastructure if they can't manage to forward payment to my health provider or hire enough staff for their support lines. I honestly don't know how this company doesn't have a class action pending yet. I'm not the first person to have this same complaint.

  

  Business response

  01/12/2023

  Hi ****,

  We're sorry that your coverage has been terminated several times. I have forwarded your complaint to our management team. They will be reaching out to you directly to work towards a solution with you.

   

  Best, 

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

  Navia Benefits Solution

  Customer response

  01/17/2023

   
  Complaint: 18723940
  
  I am rejecting this response because: I have not heard from them and my insurance is still not sorted out. 
  
  Sincerely,
  
  *******************

  

  Business response

  01/26/2023

  Hi ****,

  We have been researching your complaint and issues with your COBRA benefits. A representative will be reaching out to you shortly to discuss and work towards a solution. We appreciate your patience!

   

  Sincerely, 

  Navia Benefit Solutions

  

  Business response

  02/06/2023

  Hey ****,

   

  You should have received an email from our **************** team stating that we called Anthem, your carrier, to verify that your coverage is active, which they indicated yes.  They advised that there was no issue with payments, and that there was an issue with a file feed.  That issue has since been resolved. Your benefits should be active now.

   

  Sincerely, 

  Navia Benefit Solutions

• Initial Complaint

  01/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a *** account with Navia since 2019 thru my employer. In Sep 2022, I left my employer and I had 1700$ balance in my *** when I left employer. I have been using this balances for medical expenses until Dec 2022.Now I see 0$ balance in my *** account instead of 1600$ ( which was the balance as of Dec 2022 ). Navia is saying that they forfeited *** balance since my employment is terminated and balance was not rolled over to 2022. All FAQ in their website mentioned *** balance will be rolled over after termination. I need to them return the *** balance that they forfeited.

  

  Business response

  01/12/2023

  Hello,

  We're sorry to hear you've had issues with your HSA. I have forwarded your complaint to our management team, they will be reaching out to you directly to work towards a solution with you. 

   

  Sincerely,

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

  Navia Benefit Solutions

  
  

• Initial Complaint

  01/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing this complaint to hold Navia Benefits accountable for an ongoing issue I am having. I have read BBB complaints below, and can tell I am not the first to have this issue.I was notified that my FSA reimbursement was approved and processed on December 30th, 2022.I was then notified that my Direct Deposit was issued on Tuesday, January 3rd.I am still waiting on my Direct Deposit- crazy that it takes >7 days in 2023.I have a recording from a phone call with a Navia agent that claims it will be reflected in my bank account on January 10th. Here we are on January 10th and- nothing. Navia, you owe me a direct deposit. Where is it?

  

  Business response

  01/12/2023

  Hello ***,

  We're sorry to hear you're having issues receiving your reimbursement. I have forwarded your complaint to our management team and they will be reaching out directly to you to reach a resolution.

   

  Sincerely, 

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

  Navia Benefit Solutions

• Initial Complaint

  12/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Navia Benefits made a mistake and will not take ownership of it. They APPROVED all of my claims submitted, but will not reimburse me the money they have approved. They also did not send me any notifications that my claims were denied- so that I had a chance to resubmit it properly.Again, they approved all my claims, but will not pay out properly. Now the are saying my claim should have been denied. From there, I would know to resubmit properly. Navia made the MISTAKE to approve my claims, but now won't pay out on it.Terrible company with faulty service.I have documentation that my claims were all approved, however they will not pay.

  

  Business response

  12/28/2022

  Hi *****,

   

  We're sorry to hear that you've not been reimbursement for your claims. I have forwarded your complaint to our management team. They will be reaching out to work towards a solution with you.

   

  Best, 

   

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

  Navia Benefit Solutions

  Customer response

  12/28/2022

   
  Complaint: 18646193
  
  I am rejecting this response because:
  

  not only did navia benefits showed my claims were approved, I submitted for claims that was within the allowed period that showed in the NAVIA system.

  Now navia wont pay my claims. This is fraud, and I will also report it to FTC.

   

   

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

  

  Business response

  01/17/2023

  Hi *****,

  We have tried several times to contact you via email and phone with no response. We would like opportunity to resolve this with you. Could you please check your email or call us back so we can work towards a resolution? Thank you!

   

  Sincerely, 

  Navia Benefit Solutions

• Initial Complaint

  12/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received the attached letter from Navia suspiciously stating that I owed money. This is fraudulent. I spoke with one of their agents over the phone and via email about this matter months ago. I mistakenly bought one month of Cobra benefits thinking it was something else. When I learned what it truly was I called and was told not to worry, that I no longer had to do anything as it would automatically expire after one month. I was told that but, lo and behold, that was a lie, as I have no idea what this letter is. I even disclosed to them my mental health issues and autism. I do NOT owe them anything and I never even used the services. They have some explaining to do because I was lied to and I have not worked for Meow Wolf for months and never will. My disability prevented me from the job. I find all of this insulting and would like my money returned. That would be the moral and ethical thing to do.

  

  Business response

  12/28/2022

  Hello *******,

  We're sorry to hear that you've had some negative experiences with our team. I have forwarded your complaint to our management team. They will be reaching out to work towards a resolution with you.

   

  Best,

   

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

  Navia Benefit Solutions

  Customer response

  12/28/2022

   
  Complaint: 18642588
  
  I am rejecting this response because: the individual who wrote back was abusive. I will not tolerate abuse.
  
  Sincerely,
  
  ********************************************

  

  Business response

  01/13/2023

  Hi *******,
  
  After reviewing your complaint and documentation, it looks like your issue has been resolved with one of our team members. You also mentioned in a previous communication that you do not wish to be contacted by us any further, so being considerate of your request and seeing weve resolved your issue, we will be close out your BBB complaint.
  
  Sincerely,
  Navia Benefit Solutions

  Customer response

  01/23/2023

   
  Complaint: 18642588
  
  I am rejecting this response because they are insincere and cruel. I will give them over to G-d. This is not okay.
  
  Sincerely,
  
  ********************************************

*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. ↩