Guzman Electric, Inc.

The complainant did file a claim online 1 day in advance of the 12/5/2016 deadline.  The deadline for claims processing and the processing frequency is determined by the client during the design of the FSA plan.  The claim was filed online on a Sunday and on Monday/Tuesday of the same...

week the claim was reviewed by the DBS customer service representative.  The images could not be read by the internal DBS system.  The scanned images are available to be viewed by online filers on the website so that they can review what they have done in order to make sure that the appropriate type of file is being transmitted.  PNG files are not commonly used in secure website applications for filing claims.  The more common types of files are JPG and PDF.  The online claims filing instruction on the claims screen help icon clearly state that the image that should be attached to an online claim either be a JPG or PDF image.  The complainant has filed claims online in the past and has attached the appropriate type of file.  In this case the complainant attached a PNG file type which cannot be viewed by the internal claims system.  As a result of not being able to see the documentation internally, contact was made with the participant by DBS and accommodation was made by DBS representatives to go outside of the online system to recover the scanned image for the complainant and input the claims into the system.  Two customer service representatives assisted the complainant and participant to ensure that the claims were entered into the system.  Since the deadline had passed the DBS Claims Specialist contacted the client on behalf of the participant and complainant to discuss the situation with the client contact.  The client contact indicated that the instructions for filing claims are clearly communicated to all participants of the employer and in fact the complainant had properly filed claims in the past.  The client selected in the plan design process the frequency of processing claims and send reimbursements on a twice monthly basis (on the 10th & 25th of the month).  In December the next processing date for distributing reimbursements would be on 12/23.  The client indicated that there should not be a special out of sequence processing for the participant for the reasons stated.  The claims are approved and will be paid on the next processing date - the 23rd in this case considering that the 25th is on a Sunday.  The complainant stated that they have had problems in the past and this was due to the complainant not submitting documentation with service dates and amounts.  The complainant can see the claims online because the website is designed to show the user all image types that are scanned so that users can check over the claims and image types required before submitting them into the internal system.  The complainant has sent correct file types in the past but may have overlooked the correct file type in this case and submitted the claims due to how close the online filing was to the deadline date.  The reimbursement for the complainant claims will be issued on 12/23 as indicated by the client contact.

We have used Guzman for our own business both our showroom and clients as well as personal needs for our home and rental properties. Every time they have been amazing to work with and I wouldn't use any other electrician. Really appreciate their professionalism, knowledge, and quick action upon making requests.