HTH Worldwide

Review: I have had health insurance with [redacted] since June 2013. Medical claims for [redacted] health insurance are administered and proceed by HTH Worldwide. I received medical care in September and October 2013. My eight (8) medical claims (which all occurred between 23-Sept-2013 and 9-Oct-2013) have been with HTH Worldwide since the dates of service but they still have not been processed over five months later.

HTH Worldwide requested additional information from me and my physicians to investigate whether I had a pre-exisiting condition. HTH Worldwide received all of the requested documentation from me and my physicians in December 2013. It is now April 2014 and my medical claims have not been processed after five months of waiting. I have called HTH Worldwide at least twice a month and am told each time that they do not understand why my claims have not been processed. I was contacted two weeks ago by one of my physicians that they had received a phone call from HTH Worldwide informing them that my medical claim was denied. I called HTH Worldwide to confirm the denial and was told by the HTH customer service representative that there was no evidence in my case of a denial and that the claims were still in process. Furthermore I was informed by HTH Worldwide that they finally received all requested documentation on 10-March-2014, although I repeatedly confirmed over the telephone with HTH that they had received all necessary documentation in December 2013 and could proceed with the process. I have requested to speak with a manager about my case three separate times but have been told each time that the manager was unavailable and that the manager would call me back, which has never happened. I have also requested the contact information for the manager of my case and was told I could only speak with him on the phone, which is impossible to do if he is never available and will not call a customer.

I have started to receive notices in the mail and over the phone regarding my overdue medical bills that have yet to be processed. The excessive delays by HTH Worldwide are causing me a huge amount of stress and also potential irrevocable damage to my credit score and financial future. There is no reason why these medical claims have not been processed in over five months. HTH Worldwide has had access to all of the requested documentation for months. Furthermore, I do not appreciate HTH Worldwide's mixed messaging policy of informing my physician that a claim is denied and then informing me that that is not true. Their delays and administrative inepitude is a textbook example of how not to treat a customer. I understand that it can be difficult to follow-through on every case in a timely matter but five months processing time is excessive. I am terrified that the delays of HTH Worldwide are ruining my good credit score. While multiple customer service representatives for HTH Worldwide have apologized and expressed their own personal confusion over the delay, still nothing has been processed.Desired Settlement: I want HTH Worldwide to complete processing my eight outstanding medical claims. I have been waiting for over five months for these medical claims to be processed and have started to receive calls from my medical providers/collectors regarding the payment for the medical services.

Review: This issue has been an ongoing issue for over a week. There have been several payment issues regarding our policy, none of which have yet been reconciled.

1. We were notified that our monthly premium payment was declined due to insufficient funds and immediately contacted [redacted]/HTH to resolve the issue. We were told we must make a payment as soon as possible, which we arranged to do so. We then received a notification by mail that our account was past-due.

2. Again, we called to resolve the payment issue immediately. When we contact HTH/[redacted] we were told that our account was paid in full and our next payment was not due until October 1st. We were told that our monthly payments were being charged to a credit card that was not in our name, nor even closely related in number to any of our details given for payment information. This is extremely alarming as it brings up the question, whose card were they charging? What if they charged our card for someone elses monthly premium? As such, our trust was immediately lost with this company. We informed the gentleman on the phone that the payment details did not belong to us and we had not been charged. We proceeded to give him the correct credit card number to charge us for the "past due" monthly premium payments.

3. The next day, to our complete astonishment, the wrong credit card was charged again! This company charged a credit card that was used to pay our first month's premium, a card that we specifically instructed, on more than one occasion, not to charge for any additional monthly premiums. The card charged was not the card details that were given during the previous day's phone call when we thought the issue had been resolved.

4. The following day we informed the company that the wrong account was charged and they must issue a refund immediately. The response we received stated that we must show proof in the form of a copy of our bank statement that the wrong account was charged! This is quite unbelievable as I am sure they have on record exactly which account was charged, and which one was not.

5. We are now awaiting for the "finance area to research" the bank statement that was sent. I can only hope this is resolved within the day.

I have never encountered such an unprofessional experience! This company should be embarrassed at the lack of trust, communication, and overall customer satisfaction.Desired Settlement: Our desired outcome would be an apology for the complete lack of handling of our account and the incredible amount of stress we have endured throughout this process. We also must have our account refunded, the account that was incorrectly charged, which we have shown proof of. We also would like the policy canceled.

Review: I have been appealing a claim with HTH Worldwide for several months now. They continuously replied with incorrect information regarding the services in my claim, despite several attempts I made to clarify the issue. Finally they sent the appeal to be reviewed by a third party, who reported that the only reason my claim can be denied is because there was a lack of documentation regarding the length of my stay in the hospital. I replied to HTH stating that I could easily remedy this and receive the requested documentation; however, they stated that they would not accept that documentation or re-open my claim. I feel HTH has not accurately assessed my claim, and their refusal to re-open my claim violates our contract. They have been running me around for months, and now that I have a solid reason for the denial of my claim they will no longer accept the documentation they claimed to need.Desired Settlement: I would like HTH to accept the requested documentation and re-open the claim.

Business

Response:

February

19, 2014

Review: HTH Worldwide provide insurance coverage for me while I was working in [redacted]. I have filed the same claim 4 times for medical reimbursement during the coverage period.

Claim is still not processed and HTH now says it cannot locate claim despite email on Oct 30, 2013 cofirming that claim is in process.Desired Settlement: Process the claim and pay any amounts due to me based on policy coverage.

Business

Response:

I will look into this matter. I didn't respond to the first message due to the fact that our company has received so many spam message, virus warnings, etc. from the Revdex.com, I am not sure what is a creble email any longer.