22 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from DS W
1 star07/01/2024
Navia is the worst company to use as a COBRA adminsitrator. Clearly the BBB and the State Attorneys General need to get involved. I am on autopayment, yet just about every month for the last three months going, my insurer (CIGNA) terminates my coverage. I don't know if it's becuase NAVIA is not paying them or what, but getting them on the phone is worse than pulling teeth. You call, enter your verification information, then get told you are being transferred. A series of about 20k annoying beeps, and a message that will tell you more than 10 minutes, sticks you back into a loop. sometimes it will go down to 8, back to 10, over 10. Clearly it is not a legit countdown, and they NEVER come on. Worse than this attrocious customer service, they cannot seem to get their one job right. A month ago they confirmed to me and CIGNA that we were covered. This month. Just my wife is covered. And regardless it is terminated.
Navia Benefit Solutions Response
07/08/2024
Hello,
We're sorry to hear you've had such a difficult time with your COBRA benefits. We understand that this is incredibly frustrating. I have forwarded your feedback to our COBRA **************** manager so we can work on our processes and reduce call hold times.
Review from Jon P
1 star05/29/2024
My card keeps getting declined despite having full balance. I think it's not activated so I email customer service. They send me a phone number and it puts me in the most insane scam of an IVR experience I've ever been in. They try and give me a free monitoring device, have a fake agent they transfer you to that is clearly a recording but they claim to be a person, then push you into like 10 consecutive cross-sells without ever being able to reach a service rep or skip. This is insaneNavia Benefit Solutions Response
05/31/2024
Hi ***, thank you for bringing this to our attention. We're sorry to hear of your experience and want to assure you that activating your debit card should not trigger a scam experience. We would suggest you reach out to customer service again to confirm you received/called the correct number. We will use your review to ensure that our IVR experience is smooth and credible.Review from Norman D
1 star04/11/2024
Navia *** Mastercard - 1st couple uses declined...Navia says merchants don't support their card Took a child to pediatric urgent care & then tried to pick up a script at a major grocery store chain pharmacy last night. Navia declined both charges despite their being plenty of money in there. We called Navia and they are saying the places we used it don't support their card type....if that's true how was the vendor able to run their card and get to the point of being declined on Navia's side which shows in the Navia site. Their card type is Mastercard which is supported at the vendors....we've had multiple previous *** cards without issue. Wondering if anyone knows how to resolve this or has experienced this. Up until this point we've been using up some remainder on a previous *** card at the same locations. Will reimburse through their website it just defeats the purpose of the *** card and is a frustration for my partner.Navia Benefit Solutions Response
04/15/2024
Hi ******,
We're sorry to hear you had issues using your card at several merchants. You can to use the debit card at any merchant using the Inventory Information Approval System (IIAS) and at any medical providers who use the MasterCard system. You can also use the debit card at any 90% rule merchants. You can find out more information about this IIAS and merchant rule here: ************************************************************************************************************. You can also submit a reimbursement claim through the participant portal to get access to your HSA funds. If you have any questions, please contact as at **************************************************************.
Review from Nathaniel W
1 star04/05/2024
It's...honestly amazing that a business can be this bad at the one thing that they do.Navia (for my purposes as a COBRA user) is a payment company. You pay them, they pay the healthcare provider. The literal only thing they need to do is contact you if there are payment issues.They have now failed to do this TWICE. The first time, fine, maybe that's just me. I tried to set up automated payment, and it didn't work (despite having shown a confirmation screen when it was first set up). But I didn't know that. They defaulted (without telling me) to physical mail only, and because I travel a lot and rarely get physical mail, I didn't get the notifications that a payment hadn't worked. So the first I heard about it was my *provider* telling me coverage had been cut off. The only way I could have known about it would have been to log in, unprompted, and find the pdf copy of the physical letter they sent me buried several menus deep.Bad, but okay, fine. I went through a lengthy appeals process and got my coverage back. And I made real, *real* sure that I changed that default to getting emails instead of physical mail.So imagine my surprise when, six months later, the exact same thing happens again. I went and checked. Yes, I *had* changed the notification preferences. No, I had not received any email of any kind from them since my last confirmed payment. And no, I hadn't even gotten physical mail from them, either - until the PHYSICAL MAIL cutting off my coverage again, which I only knew to log in and check because of the *last* time this happened. And because I appealed with them the first time, they can't appeal again, leaving me without coverage.I expect better communication than that with my takeout order, much less my healthcare. Employers, for the love of god, PLEASE look elsewhere.Navia Benefit Solutions Response
04/08/2024
Hi *********,
We're sorry to hear that you've had issues with our system, communications, and maintaining COBRA coverage. We understand how frustrating that is. We would love the opportunity to make this right - please contact our COBRA customer service team directly at 1-877-920-9675 or [email protected].
Review from Alison S
1 star03/27/2024
Very hard to submit claims and get them approved. Everything is denied with a blanket letter it is hard to see which claim it is that is denied. **************** takes a long time to get back to you and even denies $20 copays.Navia Benefit Solutions Response
04/01/2024
Hi ******,
We're sorry to hear you've had a difficult time getting your claims approved. We understand how frustrating that can be. We would appreciate another opportunity to help you get your claims approved. Please reach out to our customer service team at **************************************************************.
Review from John K
1 star03/15/2024
Terrible experience. Submitted claims for hearing aids and a dental appointment. Clearly eligible with receipts from the provider. Tried substantiating 2x only to receive insufficient and not eligible. Super difficult to get them on the phone. Next option legal route and work with my HR team to resolve. Definitely will voice my xp with my employer to seek an alternative moving forward.Navia Benefit Solutions Response
03/18/2024
Hi ****,
We're sorry to hear you've had some difficulties getting reimbursed and understand your frustration. We would appreciate the opportunity to resolve this for you, please call us at ************.
Review from Kate C
2 stars01/16/2024
I was told FSA Reimbursements get deposited on Tuesdays and it is a week turn around. It is more than this and it varies. So I call every time I want my money. They get the second star because the customer service person has been polite and able to process the claim while I briefly hold. But I should not have to call every time for them to process a claim.We now are to get debit cards. This would solve problem above I would think. Well it has been showing as "requested" for 6 weeks. I called 2-3 weeks ago and was told they processed it. It should arrive then. Well here I am and still nothing. This shouldn't be that hard. They are just processing which means a series of steps done by the deadline THEY set. Not happening, If they can't process claims, they should not be in business HR managers run. Do not use for your employees sake.Navia Benefit Solutions Response
01/19/2024
Hi ****, we are sorry to hear you've had delays in your reimbursements and receiving your debit card. We have had longer than normal turnaround times the last month or so. We greatly appreciate your patience and are glad you had good experience with our customer service reps.
Review from Jessica M
1 star01/13/2024
They're like any insurer: they default to "no." No to annual eyeglasses, no to devices for collecting data for managing blood sugar, no for "stocking up" (?!?) on items you need if you have money at the end of the year.At this point, there is NO WAY there is an actual tax benefit using Navia FSA.Navia Benefit Solutions Response
01/16/2024
Hi *******, we're sorry to hear that you've had difficulties getting expenses reimbursed. We know how frustrating it can be when you can't use your funds. Most of items you listed are eligible expenses, but may need additional documentation to be approved. We highly encourage you to reach out to our customer service department at ************************************************************** to speak with a benefit expert so we can get those items processed for you.Review from Annette D.
1 star01/03/2024
I have had nothing but problems, trying to navigate the Navia system the past 2 years.I can find the instructions on how to, but am still not able to find where to submit a claim.When I call in for help, the wait time is 20 minutes.The A I phone system tells my 4 different balances that I find impossible to understand, HRA, HSA, Merc, etc. I ended up losing money I contributed, as well as what my employer contributed.It has been a nightmare for me.Navia Benefit Solutions Response
01/04/2024
We're sorry to hear that you've had issues submitting a claim. We are experiencing a higher than normal wait time seeing as it's the beginning of the year for many participants. We would highly suggest you visit our *********** - ********************************************************. You can find walkthrough tutorials on how to submit a claim. Hope this helps!Review from David A
2 stars11/21/2023
If this company (Navia) owes you money, hope and pray. It's like trying to draw water out of a rock. I was on their COBRA for a couple of months, my employer switched to a different COBRA company, so I had an extra month and a half payment to Navia that was supposed to be refunded back to me. This refund process has been a battle and is still ongoing. I must admit their agents or account associates are nice and courteous, I feel bad for them because the company itself is run poorly and isn't transparent with clients. I was told verbally and by email that a supervisor would return my call. I got no callback and still waiting for my refund.Navia Benefit Solutions Response
11/22/2023
Hello *****, we're sorry to hear that you've not had a great experience with us. We understand how frustrating it is to deal with a less than ideal circumstance. I have forwarded your review to our COBRA management team, they will be reaching out to work towards a solution.
Customer Review Rating
Average of 22 Customer Reviews
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