Discovery Benefits, Inc.

Mercer Marketplace provides COBRA administrative services on behalf of employers pursuant to service contracts with the employer. Mercer Marketplace does not have access to or control of the records or processes of insurance carriers.
Mercer Marketplace communicated the reinstatement of coverage...

on August 29, 2016 following the receipt of the initial premium payment.
When the participant contacted Mercer Marketplace on September 15, 2016, she was advised that it may take up to 15 days for the carrier to update coverage within its system.
The participant contacted Mercer Marketplace on October 11, 2016 and indicated her medical coverage was not active. Mercer Marketplace reached out to its contact for coverage updates on October 11, 2016 to confirm coverage. Mercer Marketplace received confirmation of the reinstatement of all benefits for this participant effective August 20, 2016 on October 25, 2016.

Initial Business Response /* (1000, 5, 2015/11/03) */
The participant contacted Discovery Benefits on June 8, 2015 and asked questions about the remaining balance in his transit account. He advised that he was moving away and wanted to stop the deductions from his last two checks. The Discovery...

Benefits customer service representative advised that he would need to contact his employer to change his payroll deductions. He wanted to know if the balance in his account could be refunded to him. He was advised the balance could not be refunded to him and would likely be forfeited unless he could transfer the funds to his transit card and use it to pay eligible mass transit expenses. Discovery Benefits did not have record of the participant's termination or termination date at the time of this call. Discovery Benefits was notified of the termination date of June 15, 2015 on June 26, 2015.
When a participant is terminated from employment, the transit card is de-activated and claims are limited to filing through the online portal.
According to the plan in which the participant was enrolled, terminated employees have 90 days from the last day active to file any claims incurred while the employee was an active participant.
The participant's final filing date for eligible expenses was September 12, 2015. Discovery Benefits did not receive any claims from the participant following his termination of employment.
The participant contacted Discovery Benefits on October 16, 2015, after his final filing date. During the call, he was advised incorrectly that he had 180 days to submit claims and that he could submit claims using an Out of Pocket Reimbursement form. Only active participants are provided 180 days to submit claims via the online portal. Transit claims cannot be submitted via paper form. Discovery Benefits places the utmost importance on customer service and takes consumer feedback very seriously. We apologize for the frustration caused by the incorrect information provided during the October 16, 2015 call. This situation has been addressed internally with the customer service representative.

Initial Business Response /* (1000, 5, 2015/10/16) */
COBRA allows for the continuation of an employer's group health plan coverage with no break in coverage for employees and dependents experiencing a COBRA qualifying event that causes a loss of coverage. A former employee (qualified beneficiary)...

is entitled to a 60-day election period during which they may decide whether to continue with the former employer's group health plan or explore other sources of coverage. Once the COBRA election is made, the qualified beneficiary is allowed a 45-day grace period for their initial premium payment. The qualified beneficiary becomes fully enrolled in COBRA once the election is received and the full initial premium payment is received. Upon completion of the enrollment process, Discovery Benefits, according to its normal process, notifies the carrier of the COBRA election and reinstatement back to the loss of coverage date.
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 various insurance carriers it may take 10 to 15 business days to process update requests.
The participant was provided with a COBRA Specific Rights Notice on July 16, 2015 by Discovery Benefits. This Notice included the first day of COBRA, last day of COBRA and information regarding the benefits in which the participant was enrolled as an active employee as well as instructions for electing and paying for COBRA continuation.
Discovery Benefits received the election and initial payment for this participant on August 7, 2015. As the participant's COBRA began on August 1, 2015, the initial premium payment satisfied the August 2015 premium. On August 8, 2015, Discovery Benefits notified the employer's third party file vendor of the reinstatement for this participant effective August 1, 2015. The participant has subsequently made two more monthly payments and is currently paid through October 31, 2015.
Discovery Benefits received confirmation of the reinstatement of coverage for the participant effective August 1, 2015 on October 16, 2015. Any claims incurred from August 1, 2015 through the current paid through date of October 31, 2015 should be submitted to or re-processed by the carriers.
The participant has requested through this forum a refund of premiums paid for coverage for August, September 2015. Due to COBRA requirements, there is no option to "skip" months of coverage. If the participant would like to continue COBRA for October 2015, the participant must have coverage for August and September 2015.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We mailed form to enroll in COBRA on 7/28/15 along with payment by check. They processed it on 8/5/15 and deposited the check om 8/7/15. Letter of acknowledgement was received on 8/10/15. September premium was paid online using a credit card on 9/2/15. Starting October, payment was on auto pay from our account and was taken out on 9/30/15. Starting early august, we kept calling Blue Cross and they showed no enrollment in COBRA despite monthly premiums being paid to Discovery Benefits. Our multiple calls to Discovery benefits produced no results and my wife kept putting off seeing any doctor not knowing if she was covered. This went on thru end of September and I got involved and got the same kind of run around by Discovery Benefits. Checking Fargo, ND Yelp review on Discovery Benefits opened our eyes. The are not new in this. They have been doing it to lots of other people on their COBRA as well as FSA accounts.IN desperation, I posted a very negative but truthful Yelp review and at the same time emailed and/called several senior managers at Discovery Benefits. It is only after that things started moving. Discovery Benefits transmitted into to Blue Cross on 9/28/15 and Blue Cross confirmed coverage on 10/2/15. Which begs the question why did it take so long (2 months) and how do we know Discovery benefits have not pocketed the August and September premiums? In our eyes, we were formally covered effective 10/2/15 and prior 2 months premiums has to be refunded for services not rendered. Keeping my wife in limbo for 2 months while she lost sleep thinking she has no coverage is unforgivable. Using incompetence as an excuse just does not cut it. WE looked in both Google Earth and Google street view and the street address of Discovery Benefits show a lamp post or street corner, meaning not a valid business address. That adds to our suspicion on their business practices.
Our next stop is a formal compliant with the SD State Attorney General's Office.
Regards
Final Business Response /* (4000, 9, 2015/11/02) */
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 employer's third party file vendor of this participant's reinstatement each business day beginning on August 8, 2015 through September 2, 2015. Discovery Benefits notified the third party file vendor again on October 4, 2015 and October 5, 2015 and reached out for confirmation on October 7, 2015. Discovery Benefits has been able to confirm the third party file vendor supplied the information to the carrier each week beginning on Monday, August 10, 2015.
After receiving the first complaint filed by this participant dated October 6, 2015, Discovery Benefit received confirmation on October 16, 2015 of the reinstatement of coverage for the participant effective August 1, 2015. The participant is currently paid through November 30, 2015.
Premiums for August, September and October 2015 have been remitted per the agreement between the employer and Discovery Benefits.

Discovery Benefits is a third party administrator that provides 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.

We reviewed the individual’s original request and were able to approve the distribution, which is currently being processed.  We apologize for the frustration she experienced.  We have also provided additional training to our teams regarding these types of requests.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.

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. Participants have the option to make monthly premium payments by check or money order or online in the form of one-time monthly payments via debit card, credit card or ACH payments or by setting up automated monthly payments via ACH. Discovery Benefits does not provide payment receipts as payment information is available to the participant online depending on their method of payment. In addition, if paying by check, a participant may use a copy of their cancelled check or a receipt for a money order.  If paying via ACH, a copy of their bank statement would provide the payment information required. A participant may access the member portal and print a payment history at any time which can also be provided to the requesting party. Discovery Benefits provided this participant a letter clearly documenting the payments for the five months requested.  It was recommended to the participant that if individual letters are required for each payment, that she make copies of the letter for each payment made, circle that payment and submit the documentation for each month.

Initial Business Response /* (1000, 5, 2015/12/29) */
The participant enrolled and made his initial payment on December 7, 2015. On December 8, 2015 Discovery Benefits notified the carriers of the reinstatement of the participant's coverage effective December 1, 2015.
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 also been advised by numerous carriers that it may take up to 15 business days for coverage to be reinstated once notification is received. As a result, Discovery Benefits' practice is to allow the 15 business days to pass prior to submitting a follow-up request to carriers.
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 and the Participant Services team does not make outbound calls to carriers.
The participant contacted Discovery Benefits on December 16, 2015 and again on December 18, 2015 indicating his coverage was not updated with the carriers. The participant was advised of the carrier processing time during both of these calls. Since it had not yet been 15 business days since the enrollment, Discovery Benefits suggested the participant ask the carrier to contact Discovery Benefits to confirm the enrollment and paid through date.
Discovery Benefits reached out on December 28, 2015 and received confirmation of reinstatement of benefits effective December 1, 2015 from each of the carriers for this participant.

Initial Business Response /* (1000, 10, 2016/01/20) */
Discovery Benefits is a third party administrator that provides COBRA administrative services on behalf of employers. Discovery Benefits does not sell directly to individuals. Discovery Benefits generally acts on instructions from employers,...

qualified beneficiaries, and/or insurance carriers. Discovery Benefits (i) is not an insurer or an insurance carrier and (ii) does not have control over the records or assets of an insurance carrier.
Discovery Benefits received and processed the participant's online election and initial payment on December 3, 2015. According to its standard process, Discovery Benefits notified the 2015 carriers of the reinstatement of coverage for this participant on December 4, 2015.
Due to a change in carriers by the employer, Discovery Benefits notified the 2016 carriers on December 8, 2015 of the addition of the participant's coverage effective January 1, 2016.
Discovery Benefits was first made aware of the inactive coverage for the participant on January 18, 2015. On January 19, 2015, Discovery Benefits reached out to each the carriers to confirm coverage. As of January 20, 2015, each of the carriers for this participant has confirmed the reinstatement of coverage. The medical carrier for the participant has provided a reference number to Discovery Benefits. If the participant would like the reference number, he should contact Discovery Benefits.
Initial Consumer Rebuttal /* (3000, 12, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is not acceptable. Moreover, as described below, Discovery Benefits is now refusing to accept my phone calls.
There are three aspects of my insurance coverage: health, dental and vision.
With respect to all three, Discovery Benefits did not reach out the providers on December 8, as they claim. None of the insurance providers has any record of Discovery Benefits contacting them anytime in December. In light of the fact that more than one provider has confirmed that Discovery Benefits did not contact them, it is clear that the error was made by Discovery Benefits rather than the providers. When I requested from Discovery Benefits any evidence that they had, in fact, reached out to the providers in December, they refused to produce it.
It now appears that, after repeated phone calls to Discovery Benefits, they have finally contacted my health insurance provider. However, given that Discovery Benefits waited until mid-late January to do so, I am entitled to a pro rata refund of the premiums that I paid for the period of time that Discovery Benefits did not contact my health insurance provider. As indicated earlier, it is clear that, in the period from December to mid-January, Discovery Benefits simply stole my premium payments and did not do its job to contact the providers as promised.
Moreover, with respect to dental and vision, Discovery Benefits has STILL not reached out to that provider (both plans are administered by one company). I spoke to a representative of the vision and dental company on 1/21/16, and they have no record of me or of contact from Discovery Benefits. Accordingly, the statement above that "As of January 20, 2015, each of the carriers for this participant has confirmed the reinstatement of coverage" is a lie with respect to my dental and vision coverage.
On 1/21/16, I attempted to call Discovery Benefits. After putting in my identifying information (Social Security Number and date of birth), I was placed on hold and the call was never answered. It appears that Discovery Benefits has blacklisted my account and is refusing to work with me to resolve my issues. This is unprofessional and a further attempt by Discovery Benefits to refuse service to me.
Final Business Response /* (4000, 14, 2016/01/22) */
Discovery Benefits is a third party administrator that provides COBRA administrative services on behalf of employers. Discovery Benefits does not sell directly to individuals. Discovery Benefits generally acts on instructions from employers, qualified beneficiaries, and/or insurance carriers. Discovery Benefits (i) is not an insurer or an insurance carrier and (ii) does not have control over the records or assets of an insurance carrier.
Discovery Benefits notifies carriers of eligibility using the method and contact information provided to Discovery Benefits by the client. Most frequently, the information is provided to an eligibility or membership department of the carrier.
It is Discovery Benefits' understanding that a carrier's call center representative may have access to see only whether coverage is in force and not whether the appropriate documentation has been received. Discovery Benefits has also been advised by numerous carriers that the processing of updates may take up to 15 business days.
Discovery Benefits notified both of this participant's 2015 carriers of the reinstatement of coverage on December 4, 2015 and due to the employer's change in carriers, Discovery Benefits notified both of the 2016 carriers on December 8, 2015 of the addition of this participant's coverage effective January 1, 2016.
Discovery Benefits was first made aware of the inactive coverage for the participant on January 18, 2016. On January 19, 2016, Discovery Benefits reached out to each of the carriers to confirm coverage. As of January 20, 2016, each of the carriers for this participant has confirmed the reinstatement of coverage.
Discovery Benefits contacted the dental and vision carrier for this participant again on January 22, 2015. Discovery Benefits was advised the coverage is not active but the representative located the information sent by Discovery Benefits on December 8, 2015 and advised it would be updated as a priority. The representative expected the coverage would be updated by Monday, January 25, 2016.
Discovery Benefits collects premiums from qualified beneficiaries and remits on a monthly basis based on the pre-determined agreement between Discovery Benefits and the employer. Discovery Benefits does not retain premiums collected from qualified beneficiaries.
Discovery Benefits has record of one call from the participant on January 21, 2016. The call was concluded mutually. If the participant attempted to call and did not get through the automated system, we do not have record of it. Discovery Benefits Participant Services never screens phone calls. The purpose of requesting the information in the automated introduction to the call is for the participant's account to open automatically when the Participant Services representative answers the call.

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. According to its standard process for communicating eligibility with carriers and the service agreement between Discovery Benefits and the client, Discovery Benefits notified the carriers of the reinstatement of coverage for this participant and his dependents on January 3, 2017.Discovery Benefits sent an urgent update request to the medical carrier for this participant and his dependents on January 4, 2017 and received confirmation of the reinstatement effective January 1, 2018 on January 12, 2018. The participant contacted Discovery Benefits four times by phone on March 15, 2018 indicating coverage was not active for his dependent. Discovery Benefits submitted an urgent update request to the medical carrier for this participant on March 15, 2018 and placed a request for a supervisor to call out to the participant within 24 hours. A Discovery Benefits customer service supervisor reached out to the participant by phone on March 16, 2018.Discovery Benefits did not at any time advise the carrier to end coverage for the dependents of the participant. As Discovery Benefits is not the carrier and does not have access to or control of the records of the carrier, we are unable to confirm the cause of the termination. Discovery Benefits received confirmation from the carrier of active coverage for the participant and his dependents effective January 1, 2018 with no lapse on March 20, 2018. A Discovery Benefits customer service supervisor reached out to the participant by phone with this information on March 20, 2018.

Final Consumer Response /* (2000, 6, 2015/09/28) */
As of 9/25 my insurance was activated! I called and told them I had filed a complaint with you. Perhaps that did the trick. I am going to try and pick up my prescriptions today. I will let you know if there are any problems

Initial Business Response /* (1000, 5, 2015/07/17) */
The participant used her debit card to pay for services on June 15, 2015. Discovery Benefits mailed to her a reminder notice requesting substantiation for this claim on June 18, 2105 in accordance with IRS regulations (1.125-6(b)(3)(i)). The...

participant supplied additional documentation to Discovery Benefits on July 8, 2015 and the claim has been approved. No further documentation from the participant is required for this claim.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/30) */
Yes I am satisfied. Thank you so much. It never would of been resolved with out your help.
[redacted]

Mercer Marketplace provides administrative services on behalf of employer-sponsored group health plans pursuant to service contracts with the employer. Mercer Marketplace is not an insurance carrier and does not have access to, or control of, the records or processes of insurance carriers. Upon...

receipt of the individual’s open enrollment elections, the enrollment information was transmitted in accordance with standard processing.  However, due to missing dependent information, the eligibility update for this participant could not be successfully processed. Mercer Marketplace reached out to the participant directly to obtain the necessary information.  Upon speaking with the individual and confirming the information, the enrollment elections were transmitted for enrollment by the carrier.  The individual was notified at that time that the carrier could take 15 business days to process and confirm the enrollment.Mercer Marketplace received confirmation from the carrier on February 6, 2018 that the individual’s coverage was in force with an effective date of January 1, 2018.  It is the understanding of Mercer Marketplace that all coverage is in place as elected by the individual at this time. Mercer Marketplace provided the participant with all the information it had regarding the timeline for the carrier to confirm the enrollment.  At no time did Mercer Marketplace say either that the participant was not allowed to know the timeline for confirming enrollment, or that he would not be allowed to speak with customer service.

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.
The participant contacted Discovery Benefits by phone on July 5, 2016 with questions on how to terminate her coverage. The participant was advised of the appropriate form to complete, where to obtain the form and that the form could be emailed, faxed or mailed to Discovery Benefits. At no time was the participant advised that fax was the preferred method.
The participant contacted Discovery Benefits by phone on July 13, 2016. She advised she was at that time attempting to fill out a termination form but had further questions on obtaining and completing the form. The participant was again advised the form could be emailed, faxed or mailed to Discovery Benefits and there was no indication of one method being preferred.
The participant logged into the member portal on July 13, 2016 and removed her automated payment information so additional payments would not be deducted from her account.
Discovery Benefits did not receive the participant’s completed Benefit Termination Form until August 31, 2016. As August 31, 2016 was outside of the 30-day grace period for the July 2016 payment, the coverage cannot be retroactively terminated to July 1, 2016.
The participant indicated she faxed the Benefits Termination Form to Discovery Benefits on July 6, 2016 and received a fax confirmation at that time. We recommend the participant provide a copy of the fax confirmation to Discovery Benefits, Attention Appeals, for further review.

Initial Business Response /* (1000, 5, 2016/03/15) */
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.
On December 29, 2015, Discovery Benefits sent notification of the participant's continuation to the carrier effective January 1, 2016.
Discovery Benefits was notified by the participant on February 2, 2016 that her coverage was not showing as active. Following this call, Discovery Benefits sent an urgent update request to the carrier on February 3, 2016 to ensure coverage. The carrier responded with an email to Discovery Benefits on February 8, 2016 indicating the coverage update was complete.
The participant contacted Discovery Benefits on March 9, 2016 regarding her coverage. She requested Discovery Benefits send another urgent update request to the carrier. Later in the day on March 9, 2016, a representative from the carrier contacted Discovery Benefits to confirm eligibility for the participant. The representative indicated there was a request in place for her coverage to be updated but it can take 48 to 72 hours for the coverage to be updated.
The participant contacted Discovery Benefits by phone again on March 9, 2016. She was advised Discovery Benefits was in the process of confirming coverage with the carrier. Discovery Benefits sent another urgent update request to the insurance carrier to confirm coverage.
Discovery Benefits received confirmation of the reinstatement of the participant's coverage effective January 1, 2016 on March 14, 2015.

I am rejecting this response because:
Just send the response through the Revdex.com. I am an attorney and plan on filing a lawsuit if this is not resolved in a timely manner. I have been railroaded by the company since January and am tired of it. Based upon the large number of complaints on the internet I do not anticipate I will be getting a reasonable response from them.

I am rejecting this response because:This is in response to my complaint against Discovery FSA debit card. I apologize for the delay, as I had a death in my family and I wanted to speak with my HR representative regarding the response from Discovery. According to the HR representative, they nor Nibco handles disputes between the employee and Discovery. The employee must contact Discovery directly.Secondly, when Discovery states that any money not used by the employee is retained by "the plan," I would like a clear description as to who that would be, as "the plan" is an inanimate object.Next, Discovery states, "In general. All expenses must be substantiated by information from a third-party that is independent of the employee and the employee’s spouse and dependents. The independent third-party must provide information describing the service or product, the date of the service or sale, and the amount." This is my problem. I have provided this information only to be told that it is not enough. Most recently, my son had dental work done. The dentist's office sent Discovery a detailed bill with the above required information. Discovery denied it, stating it needed the dentist's address on the bill also. Sent it again. Discovery denied it saying that they needed the dentist's tax payer ID number on the bill and a receipt. Sent it again. Discovery denied it saying that they needed an Explanation of Benefits (EOB) from Delta Dental. I had the HR department fax it to Discovery and they STILL denied it.As you can see from the above quote directly from Discovery, all of these extra things are not required for payment. And this is just one example; this also happens with EVERY other charge- even a $15 prescription. So this is why I suspect that they are doing this deliberately. They say "the claim remains paid." However, they send you mail DEMANDING repayment. Yes.. they want me to pay back MY OWN MONEY. Attached is the letter I just received demanding that I pay Discovery for using money from my own flex spending account.The card has been cut off since the beginning of March and I have no access to all of the money that I am putting into this account every month. There is approximately $1300 in there now that I can't use and my Type 1 Diabetic son doesn't have his insulin right now. We have to wait until my next paycheck to get it but if Discovery worked like it was supposed to, my son could have his insulin now. Thank you so much for your assistance in this matter. It has been very upsetting and extremely frustrating to say the least.Regards,[redacted]

An individual's eligibility is updated once the individual makes their election and initial payment.  The enrollment and payment information was completed on January 23, 2018 and in accordance with the schedule in place for this employer, notification was sent via file on January 30, 2018.  The carrier can take up to 15 days to process the file and update their records.  Customer service representatives at carriers do not always have insight into the information that has been provided and is still in process at the carrier since it is not yet reflected in the carrier's system.

Initial Business Response /* (1000, 10, 2015/09/18) */
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 or pay insurance claims.
Discovery Benefits was notified of the...

participant's qualifying event on June 17, 2015 and mailed the election paperwork to him on June 18, 2015.
Discovery Benefits received and processed the participant's election paperwork and initial payment on July 9, 2015.
According to its standard process, Discovery Benefits notified the carrier of the reinstatement of coverage for this participant effective July 1, 2015 on July 10, 2015.
Discovery Benefits did not receive payment for August 2015 and coverage for this participant was terminated effective August 1, 2015. A Termination Notice in this regard was mailed to the participant on September 8, 2015.
Discovery Benefits has reached out to the carrier to confirm the reinstatement of the participant's coverage effective July 1, 2015 through July 31, 2015.
The participant will need to work with the carrier directly to seek reimbursement for claims paid.
Initial Consumer Rebuttal /* (3000, 12, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
DISCOVERY BENEFITS----- GIVE ME THE NAME, ADDRESS, TELEPHONE AND COPIES OF ALL CORRESPONDENCE YOU SENT TO AETNA. YOU CASHED MY CHECK AND IN TYPICAL AMERICAN BUSINESS ARE PASSING THE BUCK
Final Business Response /* (4000, 14, 2015/09/21) */
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 or pay insurance claims.
According to its standard process, on July 10, 2015 Discovery Benefits notified the carrier of the reinstatement of coverage for this participant to be effective July 1, 2015.
In response to the initial Revdex.com complaint filed by this participant, Discovery Benefits again reached out to the carrier on September 18, 2015 to confirm the coverage was reinstated. Discovery Benefits received confirmation from the carrier today, September 21, 2015, of the reinstatement for this participant's coverage for the period July 1, 2015 through July 31, 2015 with no lapse in coverage.
The participant will need to work with the carrier directly to seek reimbursement for claims paid. The participant may contact [redacted] Customer Service at the number on the back of his insurance card or dial X-XXX-XXX-XXXX.

I am rejecting this response because: this is a generic response that Discovery Benefits gives to all of the complaints filed against them.  If you look at the reviews online, this is the exact verbiage they put on their responses. They should at least have to look into complaints.  I have zero confidence that Discovery Benefits will follow up with any action directly with me.

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 provided initial COBRA enrollment information to this participant on November 20, 2017 based upon the information supplied by her former employer. On December 5, 2017 the former employer provided updated information to Discovery Benefits and the system was updated on December 5, 2017.  Correspondence was mailed to her on December 6, 2017.   The participant was able to log in to her online account on December 6, 2017. Discovery Benefits has record of only one phone call from this participant on December 4, 2017 and there are no emails from the email address on file for this participant.