Discovery Benefits, Inc.

Initial Business Response /* (1000, 5, 2015/12/08) */
Discovery Benefits' reimbursement checks are preprinted with the statement: "This check is void after 90 days." The plan year from which this claim was paid is closed and all forfeited funds, including funds that remain from uncashed...

reimbursement checks, have been returned to the plan. Discovery Benefits no longer has the funds to reissue a check to the participant. Discovery Benefits will reach out to the employer to advise them of the situation and recommend that reimbursement be made to the participant.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have the original check. No where on this check are the pre printed words "This check is void after 90 days." I am attaching a copy to this claim.
I'm not understanding why you would need to go back to my employer. At the end of the plan year are forfeited funds returned to the employer?
I have also reviewed all plan documents available on your website and through my employers website and can find no mention of checks being void after 90 days, or that uncashed reimbursement checks are considered forfeited funds.
Final Business Response /* (4000, 9, 2015/12/09) */
The participant's documentation shows that there was no 90 day statement included. This must have changed when changing vendors and Discovery Benefits will look at adding it back to future checks.
All forfeited funds, including funds from uncashed checks, are returned to the employer as forfeited funds. Uncashed checks are deemed to be part of the forfeited funds provision when not cashed by participants and the plan year is closed.
Discovery Benefits no longer has the funds for the participant's uncashed check and we recommend the participant follow-up with their employer regarding these funds. Notification to the employer was made by Discovery Benefits on December 8, 2015 requesting that the employer reimburse the funds to the participant.

Discovery Benefits provides COBRA administrative services on behalf of employers pursuant to services agreements in place with the employer.  Discovery Benefits is not the ERISA Plan Administrator or plan sponsor. Advance notification of a termination of coverage is not required under COBRA and not the responsibility of Discovery Benefits to provide should a plan be terminated.  Discovery Benefits payment processing is an automated process.  A refund will be provided to the participant for any January premiums that were paid.

Initial Business Response /* (1000, 9, 2015/12/08) */
The participant submitted a claim via the participant online portal with a date of service of November 4, 2015. Discovery Benefits received documentation on November 5, 2015. The documentation did not include a type of service as required by...

the IRS and was denied with a request for the participant to call Discovery Benefits. Discovery Benefits received additional documentation and a completed form on November 11, 2015. The documentation did not include a type of service and the form indicated products received rather than a service provided. The products noted on the form required additional information under IRS regulations. Discovery Benefits received the additional information from the participant on November 23, 2015 with no other documentation. On November 24, 2015, an itemized document was submitted. The claim was initially denied; however, upon further review, the claim was approved on November 24, 2015 when all of the documentation was reviewed together. Reimbursement was sent to the participant on November 25, 2015.
Discovery Benefits' Participant Services operates as an incoming call center to respond to inquiries from participants. The phone lines are kept open to the extent possible for incoming calls. When a supervisor is available at the time requested, the call is transferred. If no supervisor is available at that time, a callback request is processed and the participant will receive a call back from a supervisor within 24 hours. We understand this may frustrate some participants, but it is done so that participants who are waiting in the call queue to speak with a representative are not unreasonably delayed due to a participant needing to wait for a supervisor to be available.

I am rejecting this response because:
While I agree they do not sell insurance directly they took my payment and information with the understanding they would forward this to the insurance company so my benefits would continue. The insurance company informed me on multiple occasions that they did not receive the information. I requested that Discovery resubmit this information on multiple occasions. It is now over 2 months later and my coverage for June still is not showing as active and I had to pay for my doctor visits from June out of pocket. I requested a refund and was denied for June. I did receive a refund for July. They have accepted no responsibility for dropping the ball on my paperwork.

Initial Business Response /* (1000, 5, 2015/09/21) */
The participant used his debit card for purchases on November 11, 2014 and November 12, 2014. Receipt reminders regarding these two claims were emailed to the participant at the email address on file on November 14 and 15, 2014 and again on...

December 13 and 14, 2014. In addition, the denial notices and other account information was available to him through his online account. Discovery Benefits did not receive the requested documentation for these two claims.
The participant contacted Discovery Benefits via email on May 21, 2015 regarding three denied claims he could see on the employee portal that included the two claims from 2014. Discovery Benefits responded with general information regarding the requirement for itemized receipts for transactions that are not automatically substantiated at the point-of-sale.
The participant emailed Discovery Benefits again on June 8, 2015. At that time, the 2014 Plan Year was closed and Discovery Benefits was no longer able to accept repayments for 2014 claims.
The participant contacted Discovery Benefits again on August 31, 2015 regarding the 2014 denied claims. He was, at that time, advised the Plan Year was closed but he may wish to communicate further with his employer regarding the outstanding documentation.
Copied below is information from the regulations governing health FSA claim substantiation:
IRS rules govern substantiation requirements for the health FSA, including expenses paid using the debit card. Included below are excerpts from the IRS regulations governing substantiation requirements.
1.125-6(b)(2) All claims must be substantiated. As a precondition of payment or reimbursement of expenses for qualified benefits, a cafeteria plan must require substantiation in accordance with this section. Substantiating only a percentage of claims, or substantiating only claims above a certain dollar amount, fails to comply with the substantiation requirements in §1.125-1 and this section.
1.125-6(d)(7) The employer follows all of the following correction procedures for any improper payments using the debit card--
(i) Until the amount of the improper payment is recovered, the debit card must be de-activated and the employee must request payments or reimbursements of medical expenses from the health FSA through other methods (for example, by submitting receipts or invoices from a merchant or service provider showing the employee incurred a section 213(d) medical expense);
(ii) The employer demands that the employee repay the cafeteria plan an amount equal to the improper payment;
(iii) If, after the demand for repayment of improper payment (as described in paragraph (d)(7)(ii) of this section), the employee fails to repay the amount of the improper charge, the employer withholds the amount of the improper charge from the employee's pay or other compensation, to the full extent allowed by applicable law;
(iv) If any portion of the improper payment remains outstanding after attempts to recover the amount (as described in paragraph (d)(7)(ii) and (iii) of this section), the employer applies a claims substitution or offset to resolve improper payments, such as a reimbursement for a later substantiated expense claim is reduced by the amount of the improper payment. So, for example, if an employee has received an improper payment of $200 and subsequently submits a substantiated claim for $250 incurred during the same coverage period, a reimbursement for $50 is made; and
(v) If, after applying all the procedures described in paragraph (d)(7)(ii) through (iv) of this section, the employee remains indebted to the employer for improper payments, the employer, consistent with its business practice, treats the improper payment as it would any other business indebtedness.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find some inconsistencies with the response from Discovery Benefits:
According to my employer's benefits department, I was notified of the outstanding claims via USPS mail, not by email. In either case, there is no record or evidence that either were sent or that I received them. I find it surprising that communications for transactions over $100 don't use a communication method that requires receipt verification.
The contact between Discovery Benefits and myself in the May/June time frame was for 2015 claims. Discovery Benefits can confirm that I was mailed a 2015 notification in the April/May time frame, which is what I was responding to. To that end I provided the required documentation for the claims I was aware of in a timely fashion. Please find attached a record of my correspondence with Discovery benefits during that time frame, these are only the message notifications that an email was waiting for me as Discovery Benefits secure email portal deletes all messages after 30 days. Why doesn't Discovery Benefits use this portal for the initial notification to provide an audit trail?
During this correspondence, no one from Discovery Benefits said "Hey, you have outstanding 2014 claims that you need to respond to ASAP". This interaction was for 2015 claims only.
While this information is/was on the website, I wouldn't have known it was there or to look for it if I was unaware there were outstanding claims. I only became aware of the 2014 claims when I was hand delivered a notification at work that I had a balance due for 2014, after the program was closed. If Discovery Benefits invested half as much effort in proactively notifying me that there were outstanding claims, this entire sequence of events could have been avoided.
For what its worth, I can provide proof of the 2014 claims validity, which attempted to do within a week of becoming aware they were outstanding. I believe my past actions show that I attempted to furnish information to Discovery Benefits in a timely fashion once I was aware of an issue.
Final Business Response /* (4000, 9, 2015/09/25) */
The DBI system generates an automatic email to the participant when an email address is provided. Emailed notices include "email" in the notice, which does show on the participant's notice reminders. The participant's account includes his work email address. Receipt notification is not required nor would it be practical given the hundreds of thousands of participants receiving these types of notifications. DBI can confirm that a notice was sent to this participant and copies of all notices are provided through the consumer web portal under the "Statements and Notifications" tab.
The consumer web portal account information provides the status of claims under the "Dashboard" tab that is prominently displayed and available for the participant to select. The Dashboard shows the status of all claims by plan year and clearly shows the two from 2014 that required substantiation in order to be eligible.
Prior notification was provided to this participant in accordance with the plan's and IRS requirements. DBI can no longer assist this participant regarding his 2014 claims as the plan year is closed in accordance with his employer's plan.

Initial Business Response /* (1000, 5, 2015/12/22) */
Discovery Benefits' Participant Services operates as an incoming call center to respond to inquiries from participants. The phone lines are kept open to the extent possible for incoming calls. When a supervisor is available at the time...

requested, the call is transferred. If no supervisor is available at that time, a callback request is processed and the participant will receive a call back from a supervisor within 24 hours. We understand this may frustrate some participants, but it is done so that participants who are waiting in the call queue to speak with a representative are not unreasonably delayed due to a participant needing to wait for a supervisor to be available.
The participant contacted Discovery Benefits by phone on November 2, 2015 and November 4, 2015. She was advised her issue was being researched and she requested a call back with results.
The participant contacted Discovery Benefits by phone on November 16, 2015. She was advised a Discovery Benefits customer service representative would contact her. Unfortunately, the participant did not receive a call back.
Discovery Benefits places the utmost importance on customer service. We sincerely apologize to the participant for the frustration caused by the calls with Discovery Benefits and wish to advise that the situation has been addressed.
The participant contacted Discovery Benefits by phone on December 16, 2015 and advised she wanted a refund of all premiums paid to Discovery Benefits. A Discovery Benefits supervisor called out to the participant on December 16, 2015 and advised a refund was not possible.
Upon review of the circumstances in this situation, Discovery Benefits has approved a full refund for this participant. Because of the refund, coverage will be terminated effective August 1, 2015.

Discovery Benefits is a third party administrator that provides reimbursement account administrative services on behalf of employers pursuant to service contracts with the employer. IRS rules govern substantiation requirements for the flexible spending accounts, including expenses paid using the...

debit card.  See IRS Code Section 1.125-6(b)(2) and 1.125-6(3)(i). For this employer’s plan, the employer utilizes a debit card substantiation file feed.  If no match is received on the file feed within a specified time period, a Receipt Reminder is sent to the participant requesting documentation. In 2015, the participant had 13 debit card transactions. Of those, 11 were auto-approved at the point of sale, leaving two transactions requiring documentation.   In 2016, the participant had 21 debit card transactions.  Of those, 18 were auto-approved at the point of sale, leaving 3 transactions requiring documentation.   In 2017, the participant has had 8 debit card transactions.  Of those, 6 were auto-approved at the point of sale, leaving 2 transactions requiring documentation.   This participant received numerous notifications, has logged into the portal and contacted Discovery Benefits by phone numerous times. Each time he has been advised of the documentation requirement.  As of today, the participant has the opportunity to submit the required documentation for the 2016 and 2017 plan years.  The 2015 plan year is now closed so no outstanding documentation will be accepted.  We recommend the participant contact Discovery Benefits if he has questions about submitting the documentation for 2016 and 2017. Discovery Benefits does not retain amounts forfeited by participants. All forfeited funds are returned to the Plan.  In addition, even though a debit card transaction is denied due to the lack of or incomplete documentation, the merchant remains paid.

Discovery Benefits is a third party administrator that provides COBRA administrative services on behalf of employers pursuant to service contracts with the employer. Discovery Benefits does not sell directly to individuals and does not have individual service agreements with employees, participants...

or qualified beneficiaries. Discovery Benefits is not an insurance carrier and does not have access to or control of the records or processes of insurance carriers.
According to its standard process for updating eligibility with the carriers, Discovery Benefits notified the carrier of the reinstatement of coverage for this participant on September 28, 2016.
Discovery Benefits sent urgent requests to the carrier on behalf of the participant on September 29, October 27, November 2, and November 3, 2016. Discovery Benefits received confirmation from the carrier of the reinstatement of coverage for this participant on November 4, 2016.

Discovery Benefits is a third party administrator that provides COBRA administrative services on behalf of employers pursuant to service contracts with the employer. Discovery Benefits does not sell directly to individuals and does not have individual service agreements with employees, participants...

or qualified beneficiaries.  Discovery Benefits is not an insurance carrier and does not have access to or control of the records or processes of insurance carriers.  According to its standard process for updating eligibility with carriers, Discovery Benefits notified each of the carriers of the reinstatement of coverage for this participant upon her enrollment. In addition, Discovery Benefits has reached out to the carriers on six other occasions to ensure the continuation of coverage for this participant. Most recently Discovery Benefits reached out to the medical carrier on August 13, 2017 and received confirmation on August 18, 2017 of the continuation of coverage for this qualified beneficiary since her first day of COBRA.

Discovery Benefits is a third party administrator that provides COBRA administrative services on behalf of employers pursuant to service contracts with the employer. Discovery Benefits does not sell directly to individuals and does not have individual service agreements with employees, participants...

or qualified beneficiaries. Discovery Benefits is not an insurance carrier and does not have access to or control of the records or processes of insurance carriers. Discovery Benefits has communicated with the carrier on four separate occasions concerning the reinstatement of coverage for the participant.  Discovery Benefits will send a letter directly to the participant with more detail.

Discovery Benefits is a third party administrator that provides COBRA administrative services on behalf of employers pursuant to service contracts with the employer. Discovery Benefits does not sell directly to individuals and does not have individual service agreements with employees, participants...

or qualified beneficiaries.  Discovery Benefits is not an insurance carrier and does not have access to or control of the records or processes of insurance carriers.  Discovery Benefits reached out to the carrier for this participant three times since the enrollment was processed on July 23, 2017. Confirmation of reinstatement was received from the carrier on August 18, 2017 and again on September 14, 2017.

Discovery Benefits is not an insurance carrier and does not have access to or control of the records or processes of insurance carriers.  It is the carrier’s responsibility to update its records once notified. Discovery Benefits contacted the carrier three times on behalf of this participant. As noted previously, confirmation from the carrier was received twice that the coverage was updated on the carrier’s records.

Initial Business Response /* (1000, 5, 2015/09/01) */
This participant's former employer sponsors a flexible benefits plan. Under this plan, the participant was offered the opportunity to set aside funds on a pre-tax basis to pay for eligible expenses. The debit card is an added benefit allowing a...

participant to pay the provider directly at the point of sale for eligible expenses.
A participant in a flexible benefits plan makes an annual election based on the amount of eligible medical expenses they anticipate for that plan year. The annual election amount is pro-rated over the number of pay-periods in the plan year. The pro-rated amount is withheld from the participant's check on a pre-tax basis and set aside for the participant to use to pay eligible medical expenses. The full annual election amount is available for the participant to use on the first day of the plan year in accordance with IRS regulations.
According to the plan under which this participant was enrolled, terminated employees may request reimbursement for eligible expenses incurred prior to the date of termination if the claims are submitted within 90 days after termination. This information was included in the Summary Plan Description provided to the participant by the former employer (page 8, under Section IX Additional Plan Information):
2. Claims Process
You should submit all reimbursement claims during the Plan Year. For the Health Flexible Spending Account, you must submit claims no later than 90 days after the end of the Plan Year. However, if you terminate employment during the Plan Year, you must submit your Health Flexible Spending Account claims within 90 days after your termination of employment. For the Dependent Care Flexible Spending Account, you must submit claims no later than 90 days after the end of the Plan Year. However, if you terminate employment during the Plan Year, you must submit your Dependent Care Flexible Spending Account claims within 90 days after your termination of employment. Any claims submitted after that time will not be considered.
Information concerning the final filing date for this participant was also provided via the consumer web portal.
Funds remaining following the final filing date are forfeited to the plan and no longer eligible for reimbursement. At no time are forfeited funds retained by Discovery Benefits.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If the funds are not retained by Discovery Benefits where do the funds go? Who received the money that I paid into the plan? Who is the recipient of the funds deducted from my check?
Final Consumer Response /* (3000, 11, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want a copy of my paperwork where I specifically signed off on this. I filled out ONE piece of paper and did not receive any of these terms. I want a copy of the contract that I signed agreeing to these terms.
Final Business Response /* (4000, 13, 2015/09/08) */
The benefits web portal, which the participant logged into, includes the following statement under "Medical FSA 01/01/2015 - 12/31/2015 Plan Rules" which is found under the "Tools & Support" page:
"I authorize my employer to reduce my pay on a per pay period basis as indicated above. I understand my reduction is for one flex plan year and that I cannot change or revoke my election unless I experience a status change in accordance with Internal Revenue Code Section 125 and submit the change within 30 days of the status change. I am aware of the plan's forfeiture provision and that my Social Security and federal unemployment benefits may be reduced because of my reduced salary for tax purposes. I authorize the release of any information necessary for Flexible Benefits. I hereby certify that the reimbursement requests I will be submitting are IRS eligible expenses and that I will not be nor have I been previously reimbursed for these expenses; nor am I seeking reimbursement for these expenses from insurance or any other source. I also understand that Discovery Benefits, its agents or employees, will not be held liable if I submit non-IRS eligible expenses for reimbursement."
In addition, the participant would have received a copy of the Summary Plan Description from the employer.
The terms of the plan are governed by the plan document and Summary Plan Description adopted by the employer.

Discovery Benefits is a third party administrator that provides pre-tax reimbursement account administrative services on behalf of employers pursuant to service contracts with the employer. Discovery Benefits does not sell directly to individuals and does not have individual service agreements...

with employees or participants.  Due to the amount of personal information required for a complete response, Discovery Benefits will send a letter directly to the participant and not respond through the Revdex.com.

Initial Business Response /* (1000, 10, 2015/09/04) */
The participant contacted Discovery Benefits by phone on August 11, 2015 requesting a reversal of his recent election and a full refund. The participant was provided with instructions on how to accomplish this reversal and was advised to return...

the Benefits Termination Form that same day.
Discovery Benefits has no record of receiving the participant's Benefits Termination Form until September 1, 2015.
Based on a review of the circumstances surrounding this request, Discovery Benefits will allow an exception and will provide the participant with a full refund of premiums paid.
Initial Consumer Rebuttal /* (2000, 12, 2015/09/14) */

Initial Business Response /* (1000, 5, 2015/10/28) */
The participant submitted a manual claim on October 21, 2015. The documentation included a statement of services and a payment receipt. Only expenses applied to the insurance deductible are eligible under the employer's plan in which the...

participant is enrolled. The documentation did not indicate the type of expense (deductible, coinsurance, copay) and the claim was denied requesting an Explanation of Benefits (EOB).
Documentation is processed in the order it is received. The participant uploaded additional documentation on October 22, 2015. The additional documentation did not indicate the type of expense and was again denied on October 23, 2015 requesting an EOB be submitted.
Discovery Benefits received additional documentation on October 22, 2015, separate from the other documentation submitted on the same day. This documentation included an EOB and was approved on October 26, 2015. A check was mailed for the reimbursement on October 27, 2015.
The employer's plan requires each participant pay a portion of the deductible out of pocket before being eligible to receive reimbursement. The reimbursement paid on October 27, 2015 was reduced by the required out-of-pocket amount and the check processed for the remainder.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have paid this claim after doing everything they could to try to and deny it. They are currently preventing me from using other benefits that have been paid for
I have paid all of my current COBRA payments for insurance through November 2015. My dental and vision coverage has been terminated effective September 30th 2015 so I have paid for insurance I cannot use. I am incurring out of pocket expenses that should be covered. In addition to this I have $607 in my Medical FSA account. This has been shut off as of October 31st 2015 even though I have paid the premium through November 30th 2015. My daughter went to the Orthodontist on 11/7/2015 and Discovery will not let me claim FSA funds to cover the expense. Insurance claims being submitted for this expense will be denied because they terminated our insurance even though the premiums are paid.
This company makes it as difficult as possible to access benefits that have been paid for. Either they are incompetent or intentionally denying benefits that have been paid for.
If the Revdex.com cannot solve this legal action may be necessary.
Final Business Response /* (4000, 9, 2015/11/11) */
Discovery Benefits received and processed the participant's continuation elections and initial payment on October 19, 2015 and notified the carriers of the reinstatement on October 20, 2015 according to Discovery Benefits' standard procedure.
Discovery Benefits is not an insurance carrier and does not have access to or control of the records or processes of insurance carriers. Discovery Benefits has been advised by numerous carriers the processing time for reinstatement can be between 2 and 15 business days.
Discovery Benefits again communicated the reinstatement of benefits to the carriers for the participant on October 26, 2015.
Discovery Benefits received and processed the participant's November payment on November 6, 2015 and reached out to the carriers to confirm coverage on November 9, 2015. Discovery Benefits received confirmation from the carrier today, November 11, 2015, of the reinstatement of dental and vision coverage effective October 1, 2015 for this participant.
A participant's debit card is deactivated upon termination of employment. While this participant's debit card is no longer active, eligible claims may be submitted using paper reimbursement forms or via the member portal.

I am rejecting this response because:
Discovery Benefits is requiring copies of the initial contract be submitted with EACH manual claim, which is redundant, unnecessary, discriminatory, and provides NO additional (substantiated claim) information that DB doesn't already have in their files.  DB is requiring a higher level of substantiation standard for a client because they don't want to use DB's debit card.  The manual claim (referencing the existing copy of the contract in DB’s files) we submitted contained the exact same information that using DB's debit card would, per supervisor Dan N, so there should be no difference in approval.   Use of DB's debit card provides NO additional information than isn't already provided by manually providing a receipt from the Orthodontic Dr (backed up by an existing contract copy in DB’s files) which also includes the date of the on-going monthly payments, the amount of the payment, and the Dr's name, which is backed up by the original copy of the Dr. contract that DB has on file. Since the manual process provides the exact same information that is provided by using DB's debit card, there is no legal, IRS based, logical or practical difference.  Therefore justification for why DB cannot approve the same process for using a personal credit card copy of a receipt, that also refers DB back to their own files, which includes a copy of the initial contract, applies a different standard and discriminates against a client who wishes to use this process, and include mileage reimbursement. We are not asking for special treatment, or "automatic approvals", rather we are asking for DB to be consistent in process standards, and stop denying manual claims because they are unwilling to add a note to a client’s account (as they would with their debit card process) to document the original contract is on file, or to look up the prior claim referenced, which clearly shows the copy of the original contract already exists in their files.

Discovery Benefits is a third party administrator that provides COBRA administrative services on behalf of employers pursuant to service contracts with the employer. Discovery Benefits does not sell directly to individuals and does not have individual service agreements with employees,...

participants or qualified beneficiaries.  Discovery Benefits is not an insurance carrier and does not have access to or control of the records or processes of insurance carriers.
Discovery Benefits notified the appropriate enrollment contacts of the reinstatement of coverage for this participant effective March 1, 2015 on March 6, 2015.
The participant contacted Discovery Benefits by phone on August 5, 2015 indicating her dental coverage was not active and hadn’t been, according to the carrier, since March 1, 2015. Discovery Benefits sent an update to the enrollment contact for the carrier on August 12, 2015.
The participant contacted Discovery Benefits again by phone on August 18, 2015 and indicated her dental coverage was not active. Discovery Benefits sent another update to the enrollment contact for the carrier on August 18, 2015.
On March 17, 2016 the participant contacted Discovery Benefits and indicated her vision coverage was inactive. Discovery Benefits notified the enrollment contact for the vision and dental carriers of the continuation of coverage since March 1, 2015 on March 21, 2016.
The participant contacted Discovery Benefits by phone on March 21, 2016 indicating her vision coverage was still not active. The Discovery Benefits representative explained that an update request had been sent the same day and the carrier would need time to process the update.
The participant contacted Discovery Benefits by phone on March 23, 2016 and indicated the vision carrier showed her coverage as active effective April 1, 2016 rather than 2015. Discovery Benefits reached out to the carrier to confirm coverage on March 23, 2015 and again on April 7, 2016. On April 7, 2016 Discovery Benefits received confirmation of the participant’s vision coverage being effective on March 1, 2015.

Discovery Benefits is a third party administrator that provides COBRA administrative services on behalf of employers pursuant to service contracts with the employer. Discovery Benefits is not an insurance carrier and does not have access to or control of the records or processes of insurance...

carriers. Discovery Benefits does not process insurance claims.Discovery Benefits notified the carrier for this participant of her enrollment effective on December 1, 2017 on December 4, 2017, the day after her enrollment was completed. Discovery Benefits reached out to the carrier again on January 11, 2018 and received confirmation of the participant’s reinstatement on January 13, 2018. During this time of year when a large number of employers and their employees are going through open enrollment, our call volumes and wait times may increase at any given time during the day. We place the utmost importance on customer services and strive to respond to calls and emails from participants as quickly as possible and keep the wait times as short as possible. Discovery Benefits also provides a chat option for participants through discoverybenefits.com.

The plan in which this participant is enrolled is an employer-sponsored plan governed by IRS regulations and plan rules as defined in the employer’s plan document and summary plan description.  A Discovery Benefits customer service representative supervisor contacted the participant by phone on...

February 15, 2018 and was able to respond to her questions and concerns.