Infinisource Reviews (%countItem)
Infinisource Rating
Address: 15 E Washington Street, Coldwater, Michigan, United States, 49036-1981
Phone: |
Show more...
|
Web: |
www.infinisource.com
|
Add contact information for Infinisource
Add new contacts
Very poor customer service. Infinisource did not answer email about HSA within 24 hours as stated in auto generated email. Had to call on four separate occasions and on two of those occasions, two separate representatives told me they would get back with me but never did.
I submitted an HSA Transfer Form on *** with a digital signature. On 1/7 Infinsource states they could not process with a digital signature. I resent form (fax and email) on*** and Infinsiource drafted/pulled funds from previous HSA account on ***.
On *** I emailed Infinisource to get an update on funds as they had not transferred over. I received an auto generated email that I would have a response within 24 hours. I never heard back so I called on *** and spoke with a representative who told me they would talk with banking team and get back to me. Never heard back from her so on *** I called and spoke with a different representative. That representative told me they had only received the corrected form on ***, which I know isn't true because they drafted my previous HSA account on ***. I told her this information she told me she would get back to me by end of day with an update. Never heard back from her either.
On *** I called as I never heard back from 2nd rep and the 3rd rep told me the same information. Told 3rd rep I needed to speak with a Manager and finally spoke with Manager on ***. The funds were finally transferred into my account but when speaking with Manager she confirmed that they had not received the corrected form until *** which I know isn't accurate. I told Manager why this could not be accurate and told her about poor customer service.
This was my first contact with Infinisource and will never recommend them to another company. I will also be speaking with our company's Benefit Manager to ensure they are aware of poor customer service as I would not want other employees to go through same issues.
Don't not use Infinisource as a benefits vendor.
Dear Ms.,
We are very sorry for the experience you have had. I've reviewed the sequence of events, and I can acknowledge why it seems we have been providing poor service. I can see that while some of your e-mails were received on our end, we've also found several of your messages were quarantined by our spam and virus protection system. Given that, we may have seemed to reply sporadically--although it was never intentional on our part. As for receiving call backs, the manager you spoke with and I have discussed that issue. Often, specific tasks do need to be assigned to specific members of my team (we limit the number of employees who have access to certain banking information, for instance.) While we did get your issue assigned to the right person, we had not yet received the check from BMO. So, that assigned team member kept your case open, waiting for the check, but I acknowledge that you didn't receive any follow up while we waited. We are using your experience to examine how our team follows up on concerns like yours--we do use feedback like this to improve how we deliver service.
At this time, we have received the transfer funds and those have been deposited in your account. Again, our apologies for not setting better expectations. While we strive to provide excellent service, we know there is always room for improvement. Thank you for bringing your concerns to our attention!
Hello,
I take issue with the fact that Infinisource continues to avoid the fact that the funds were taken from my previous HSA account on 1/10 after receiving the Transfer Form on 1/9 or 1/10, but yet your team continued to tell me in three different phone conversations that they had not received the Transfer Form by 1/15. On 1/15 when I called, the representative told me that Infinsource had not received my hand signed Transfer Form, yet the funds had already been pulled from my previous HSA on 1/10, so I know this cannot be correct. If you approved the decision to pull my funds on 1/10 then surely you had already received the proper paperwork to process the Transfer Form.
Had it not been for my call on 1/15 and my email to your representative sending the Transfer Form a second time, I don't think I would have ever received my funds.
Every time I spoke to what one of your representatives and presented this issue to them, they all avoided the question and I still have not received an answer as to why the notes in the Infinisource system do not match up with what really happened, and why Infinisource had continues to perpetuate this inaccurate version of events.
I work on the team that makes benefit vendor decisions and have shared my feedback with them. I will not be recommending we continue with Infinisource as I can only imagine your ability to handle our employee's needs if you cannot handle a simple HSA Transfer with having to call and email your company on 5+ occasions. I will also be sure to share this with any other HR/Benefit professionals looking for benefit vendors.
Incredibly poor experience with your company.
I have not received***
My employer uses Infinisource for its flex spending accounts. I called in early December to see why I had not received my new card since the old one had expired. A representative advised me it was sent to another address to which I stated "my new address was changed over 4 months ago and my employer has my new address." The representative confirmed my new address & said she would send them out. I called back the beginning of January to see where my card was & was told the new card was sent out on 12/31/19 & to allow 7-14 days for delivery. I've called back on 3-4 occasions to confirm the information provided to me & they confirmed it. Today I called because the 14th day will be in a few days & I was told that there was a note that the card was sent to my employer. The first I've heard. No one had ever told me because I've spoken with 4 or 5 reps and no one said this. I just had surgery on 12/9 & I have follow up appointments that I need to make. I need my card . This is for my health.
I need Infinisource to expedite me my new *** Card so that I can make my recovery appointments
Dear Sirs:
*** has been contacting our office multiple times daily, while we work with her employer to find an appropriate solution to her situation. Unfortunately, some of *** demands are not feasible with a Health Flexible Spending Account, as these accounts are governed by IRS and Treasury Department Regulations (as Health Flexible Spending Accounts are a tax-favored benefit).
During the period of *** complaints, we were working closely--multiple times per day--with her employer to discuss ways to help her meet her needs. It is our understanding that Elevate Credit Service, LLC has found a resolution for*** Additional Debit Cards for the plan have been ordered and sent to our offices so that we may overnight and confirm that *** has received them.
Sincerely,
***
Executive Vice President
(The consumer indicated he/she DID NOT accept the response from the business.)
There have been three FSA cards ordered. December 23, December 31st and another one a week ago . I have not received either one of the cards. They haven't worked with me , they've spoken with me. I was even informed by my employer that Infinisource had my correct address and that they should not have sent the card/s to my employer. This was told to me by my HR representative. The day that they sent the card/s to my employer I spoke with an Infinisource representative who failed to inform me that the cards had been sent to my employer. Had they done that I would have my card/s because I would have gotten them from my employer. Until I receive my cards, I'm not satisfied. They are not being truthful
Dear Sirs:
*** has been notified that Infinisource has sent her newly ordered debit cards to her overnight. The tracking number for the item is ***
Sincerely,
***
Fringe Benefits Participant Support Assistant Manager
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive my FSA cards. I do not agree with the way they as a company handled it. I had to make too many calls to get it resolved and at the end no one ever called me back. Once I received the cards after a month. I'm just glad I received my cards but again the way they handled the entire situation was very tacky.
I have paid my premium for Cobra. I am finding out they have not paid my Cobra on my behalf. Over $3,600 for 2 months and nothing.
I was let go Nov. 13th. and had successfully filed my Cobra with Infinisource on Dec 5th. I had elected to pay two months right away and the payment was processed Dec 13th. and cleared my bank Dec. 16th for over $3,600. We had to go us a Dr office around the 20th of Dec and told we did not have insurance. I also had over $750 of medicine to pick up. I called *** daily since Dec 20th and have yet get my medicine. Every time I called Infinisource they would happly tell me everything was sent to *** so I needed to follow up with them. December 24th, I had an hour phone call with *** and was told they have nothing reflecting the reinstatement of my insurance from Infinisource or anything showing I had paid. *** was nice enough to give me a direct line and reference number, ***, for Infinisource to call to take care of this mess. 4 phone calls later to Infinisource and nothing. I was told Destiny was in charge of my account and guaranteed a call back. I called a 5th time at 4:20 pm and told everyone was gone for the day. Infinisource has not done anything on my behalf but hold onto my money. I need my insurance coverage reinstated right now.
I want our medical insurance/dental insurance reinstated to active. This needs to be done asap. Preferably expedited. I can be reached at
Dear Mr.:
We are very sorry you experienced so much frustration with the reinstatement of your *** coverage. We would like to provide you with information regarding Infinisource's role.
Infinisource Benefit Services, is a COBRA third-party administrator, contracted by your former employer to fulfill their COBRA compliance obligations. Infinisource is not an insurance carrier and does not administer group health plans.
You made your initial payment on December 13, 2019. On December 16, 2019, Infinisource sent a report to the plan administrator to reinstate your coverage.
Please see the below reinstatement information that is included in your Notice of your Continuation Coverage:
Deadline for COBRA Election:
The timeframe for reinstatement of coverage often depends upon the insurance company. Infinisource does not have direct access to reinstate your coverage. To confirm your coverage status, please call the insurance company directly, however if you are having difficulties with reinstatement, Infinisource can assist.
On December 17, 2019, you contacted Infinisource and a representative explained the reinstatement process.
On December 23, 2019, Infinisource reached out to you due to a voice mail message you had previously left asking for assistance, however when the representative returned your call, they had to leave you a voice mail message.
On December 26, 2019, Infinisource was made aware that you were having difficulty with the reinstatement of your *** coverage. Infinisource immediately began to research your situation. You contacted Infinisource additional times during the day and were provided an update. Later in the day a representative received confirmation from *** that your coverage had been reinstated and then passed this information along to you.
If you incurred any medical expenses that should be covered by ***, please have your providers resubmit the expenses to ***, or *** may provide a form to submit those expenses for reimbursement.
If you encounter any further difficulties being active on your coverages, please contact Infinisource and we will be happy to assist.
Sincerely,
Infinisource Benefit Services
Infinisource does not credit back partial premium costs if you only need coverage for a portion of your final month (which everyone eventually does). Instead of crediting this back to their customers, their policy is to keep the money and only offer full month coverage (or none). For my family, this was a net loss of $66/day when my coverage was no longer needed after I was employed again on the 18th of the month. This was a refund of $866.58 that I was not given back at the end of the insured period.
Other than this, Infinisource has been totally reasonable to work with, but this 'policy' is definitely worth them changing. It is akin to saying 'we don't make change' and is a disreputable policy.
Dear Mr.,
Infinisource Benefit Services is a COBRA third party administrator, not an insurance carrier, hired by your former employer, to fulfill their COBRA compliance obligations. Infinisource does not administer group health plans.
Your Notice of Continuation Coverage does reference COBRA premium payments as monthly payments.
Infinisource does not determine whether or not payments can be prorated; this determination is made by the plan administrator and/or the insurance carrier. Infinisource has partnered appropriately with the plan administrator, and as a result, we have confirmed that your former employer's carriers do not allow mid-month coverage terminations.
Sincerely,
Infinisource Benefit Services
Infinisource website was not working properly on 10/29/19 and my invoice was unable to be paid. I called and spoke with a customer service rep..
My Infinisource Account #***
I lost my job on 7/22/19 and elected Cobra Sept. 2019. I called Infinisource to open the account and nobody ever told me I had to pay back invoices to July 2019. I made payments for July/August. On October 29, 2019, I tried to make two payments: Sept/Oct. I was having issues with their website. I called and spoke with a representative and she told me she had to redo my profile so I can make my payment. There was an issue with my account.
I was able to make the September payment but it would not allow me to make October payment. I decided to wait and let the system update and go back in to make the payment. When I did so on 11/4/19 it said I was unable to make any payments. I called Infinisource and they told me my account was cancelled due to the payment issue. Therefore, I lost my health insurance and no where in my call with their representative, did she tell me to be sure it went thru or I would lose my healthcare. She knew I was having issues. I called and left a message for a manager 11/4/19. I received a call from a rep today, not a manager, telling me there were no exceptions. I told her to go back thru the recording I had with the rep to see what issues I was having on 10/29. She basically told me I would not get anyone to make this exception. This is the worse company with the worse customer service!
I would like Infinisource to reinsate my cobra insurance effective 10/31/19. This was not my error rather their computer/webiste error.
Dear Ms.,
Infinisource Benefit Services is a COBRA third party administrator, not an insurance carrier, hired by ***., to fulfill their COBRA compliance obligations. Infinisource Benefit Services does not administer group health plans.
The below information was included in your Notice of Continuation Coverage:
Paying for Continuation Coverage: Once you elect COBRA continuation coverage, it must be paid for from the "Loss of Coverage" date forward in consecutive monthly payments. Gaps in continuation coverage are not permitted. The first payment for coverage (including coverage retroactive to the loss of coverage) is due in full within 45 days of your election date. For monthly payments following your date of election, the premium is due, in full, on the "Day Due" each month as shown in the table above. Each monthly coverage period has a grace period of at least 30-days. If your first and last month's premiums are partial months, they will be prorated.
A COBRA payment is deemed made on the date it is postmarked or the timestamp if done electronically (if submitted online at Infinisource's website, it must be submitted before 11:59 p.m. ET on your last date to pay). Payments made after any grace period ends (either the 45-day grace period, or a monthly 30-day grace period) are considered late, and will not be accepted. *** and Infinisource are not required to make exceptions based upon individual circumstances, and if you make a late payment, coverage will be terminated permanently, with no possibility of reinstatement. Invoices are not required, and you must postmark your payments by the monthly grace date even if you do not get an invoice.
Your October 2019 COBRA premium payment was due on October 1, 2019, and had to be postmarked by October 31, 2019. Invoices were mailed to you on September 16, 2019 and October 15, 2019, that included both the due date and grace date for your October 2019 COBRA premium payment. Infinisource did not receive a timely October premium payment which resulted in the termination of your Continuation coverage as of October 31, 2019. A Notice of Termination of Continuation of Coverage will be mailed to you soon.
The representative you worked with on October 29, 2019 did assist you with resetting your username and password and stayed on the phone with you until you were able to access your account. You had an opportunity to contact Infinisource on or prior to the grace date of October 31, 2019.
The representative you were working with on November 5, 2019, immediately partnered with management for guidance and management did review the call recordings.
Infinisource has partnered appropriately with the plan administrator, and as a result, the information we have shared with you previously stands, that ***, ***. has not granted additional time to make further COBRA premium payments.
You may refer to your Notice of Continuation of Coverage or your Notice of Termination of Continuation Coverage when you receive it from Infinisource.
Sincerely,
Infinisource Benefit Services
I have paid my premium for *** through infinisource. I found out by accident, that they had not paid my *** and my status was inactive.
On 9/6/2019 I went to have my prescription filled at my pharmacy, only to find out that my medical insurance was invalid. I have paid my premiums through infinisource and they did not pay my ***. As a result, our insurance is inactive. We have prescriptions that need to be filled and doctors appointments this week that we cannot go to because of this.Infinisource has put our health in jeopardy. Today, 9/9/2019 I spoke with ***, who said they are working on it. I had previously spoke to *** on 9/6/2019 and he said he'd call me back but no call back. I had to call them, they did not call me. We need our medical insurance active, this needs to be expedited.
I want our medical isurance/dental insurance reinstated to active. This needs to be done asap. Preferably expedited.
This problem has been corrected. As of today, 9/10/2019 our medical insurance has been reactivated. *** from Infinisource contacted me as soon as the problem was rectified. Thank you.
My company used iSolved by Infinisource from Jan 1, 2016 - Dec 31, 2018. In Feb 2019 we got a letter from the Social Security Administration that there was a discrepancy in what we had reported to Social Security for our 2017 wages and what we had reported to IRS for 2017 wages. This reporting was done by iSolved. I filed a ticket with the company in February 2019 to have their Tax department audit their records and find the discrepancy. They never responded to me regarding this issue except to say it is with their tax department. I made multiple inquiries on progress and even tried going through old contacts at iSolved to get help. It is now July 10, 2019 and we have had to give up on getting any help from them.
I want to warn future customers that this business will wash their hands of you once you are no longer a customer. Even though, when this error was made we were most definitely their customer.
I was a week late on health insurance payment, and this company cancelled my insurance without giving me the required 30 day notice.
This company receives my monthly health insurance payment for ***. I was a few days late on a monthly payment. I didn't realize I was. I received a letter in the mail on 5/13/19 informing me payment was late. In the interim they received my check. I received a letter on 5/21/19 telling me my insurance was cancelled, and my check was attached to the letter. It is my understanding a 30 day notice is required before cancellation to give the insured time to find another alternative for insurance. This was not done.
This company should be held accountable for the 30 day notice so as this will not happen to someone else.
Dear Ms.,
Infinisource Benefit Services is a COBRA third party administrator, not an insurance carrier, hired by ***, to fulfill their COBRA compliance obligations. Infinisource Benefit Services does not administer group health plans.
Your April 2019 COBRA premium payment was due on April 1, 2019, and had to be postmarked by May 1, 2019. You mailed check number *** in the amount of $1,202.48 with a postmark date of May 10, 2019. This payment was returned to you as a late payment, which resulted in the termination of your continuation coverage as of March 31, 2019. A Notice of Termination of Continuation Coverage was mailed to you on May 13, 2019.
Invoices are not required, however Infinisource mails them as a courtesy. Invoices are mailed using first-class mail, which is both forwardable and returnable. Invoices were mailed to you on March 20, 2019 and April 17, 2019, that included both the due date and grace date for your April 2019 COBRA premium payment. As of today, neither invoice has been returned as undeliverable.
The below payment information was included in your Notice of Continuation Coverage:
Paying for Continuation Coverage: Once you elect COBRA continuation coverage, it must be paid for from the "Loss of Coverage" date forward in consecutive monthly payments. Gaps in continuation coverage are not permitted. The first payment for coverage (including coverage retroactive to the loss of coverage) is due in full within 45 days of your election date. For monthly payments following your date of election, the premium is due, in full, on the "Day Due" each month as shown in the table above. Each monthly coverage period has a grace period of at least 30-days. If your first and last month's premiums are partial months, they will be prorated.
A COBRA payment is deemed made on the date it is postmarked or the timestamp if done electronically (if submitted online at Infinisource's website, it must be submitted before 11:59 p.m. ET on your last date to pay). Payments made after any grace period ends (either the 45-day grace period, or a monthly 30-day grace period) are considered late, and will not be accepted. *** and Infinisource are not required to make exceptions based upon individual circumstances, and if you make a late payment, coverage will be terminated permanently, with no possibility of reinstatement. Invoices are not required, and you must postmark your payments by the monthly grace date even if you do not get an invoice. Returned checks (for instance, closed accounts, non-sufficient funds, or stop payments) are the same as no payment at all. Proof of timely payment is your responsibility (the *** offers several proof of mailing services).
Infinisource has partnered appropriately with the plan administrator, and as a result, the information we have shared with you previously stands, that you will not be granted additional time to make further COBRA premium payments.
You may refer to your Notice of Continuation of Coverage or your Notice of Termination of Continuation Coverage for available health plan options.
Sincerely,
Infinisource Benefit Services
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response. First of all, to be clear, I was in no way asking you to reinstate my insurance. I am not interested in doing business with your company. I have already gotten another insurance plan, so that is not the issue.
I completely understand that you are not a health insurance company, that you operate as a 3rd party in collecting money. That being said, since you are a representative of the said health insurance company, you should be required to give a 30 day notice for termination. I received a notice in the mail that payment was late. One week later, I received notice that health insurance was terminated. I don't care that it was terminated as I had several other options. My point is that a 30 day notice was not given, and I do not want to see this happen to another individual that may not have other options.
In addition, when I originally chose to stay on your plan, the original payment of $2397.51 was sent on 2/20/19, mailed 4 days after the deadline date (of 2/11/19) to opt to continue on the plan. If what you are stating in your response is correct, that payment should never have been accepted, as it was late and that check should have been returned as well.
As I said, I have no desire to do business with your company, I just want to prevent this from happening to someone else that may not be as fortunate as to have other options for insurance.
Respectfully submitted
I applied and paid through Infinisource for my COBRA benefits and they have failed to pay *** for my health coverage.
I applied for COBRA benefits through Infinisource and they received my payment of $2,518.38 plus $1.65 service fee on 4/22/19 at 10:57 pm. This payment covered April and May health insurance through ***.
I went to the *** pharmacy on 5/7/19 for a prescription fill and was told my benefits expired. The pharmacist said I needed to call COBRA.
I called Infinisource and spoke to Tawney and was told they sent the payment to *** on 4/23/19. She claimed she'd look into why my coverage showed expired and would call me back that day. I never received a call. I called on 5/8/19 and spoke to Ed and he said it looks like Tawny is handling my case and he would get with her and call me back. No return calls from either. I called on 5/9/19 and spoke to another rep (I didn't get her name) and she reiterated what was said earlier that it showed they paid *** but when I asked why *** hasn't received it, she said she'd look into it and call Tawny and find out and call me back. No calls from anyone at Infinisource. I've emailed the company through their website on 2 separate occasions and have had zero response.
I spoke to *** and they have not been paid therefor my coverage is lapsed.
Infinisource has had my $2,518.38 for almost 3 weeks and according to *** as of 5/10/19, they have not received my payment for my coverage.
I'd like my coverage intact immediately.
Contact Name and Title: Jessika C, EVP
Contact Phone: ***
Contact Email: ***
Dear ***,
We are very sorry for any inconvenience you have experienced. We have reviewed the recordings of all of your calls with our office. We acknowledge that Tawni promised to call back (although she never provided a specific time frame), and when she saw that you had called and spoken with Ed, she felt that another call was not necessary. We apologize and we have addressed that matter.
We can confirm that *** has indicated your coverage is active.
Infinisource does not have direct access to manage your coverage with ***; we submit COBRA status changes to them by e-mail and it is up to *** to process those requests. Additionally, we do not remit COBRA premiums directly to ***; rather, your payments are remitted to your former employer.
A member of our management team did reach out to you, but we have not received a return call from you.
If you have any further concerns about your coverage, please do contact us so that we can continue to assist.
Kind regards,
Jessika C
Executive Vice President
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally received what I paid Infinisource to do.
They have an outdated process for electing COBRA. There is no manual override for those who have benefits that terminate at the end of the month and need coverage for appointments at the beginning of the month. I had to cancel my newborn's vaccinations because they're system doesn't show that our COBRA letter was mailed and there is no manual override. God forbid a cancer patient had to use them to COBRA. I've worked with other companies who have a process to expedite coverage. I asked to speak to a supervisor and was told they were all in meetings and I'd be contacted in 24 to 48 hours. They are horrible to work with.
Ms., it's possible that I do not have enough information to locate your record in our system, but based on what you have provided, I'm not showing that your employer has submitted your COBRA event to us. If you would like to contact me, I will try to help you.
Jessika C
Request for blank claim form repeatedly ignored
I've requested a claim form on 1/24 @ 7:42 AM PST, 1/25 @ 6:13 AM PST & 2/5 @ 8:27 AM PST and via email, for which Amber wouldn't get me to a supervisor today. Those were the days I was actually able to get a person on the phone. The other times resulted in lengthy hold times. I work so I don't have time to be on hold for upwards of a half hour or more. She kept trying to force her help on me & I declined because none of the reps have done what they said they would do. So why bother? Bri more than a week ago told me she'd mail a form to my address. Never got it! I emailed her back to let her know I never got it. She didn't respond with the correct response. She sent me an email that had nothing to do with what I asked for in the first place. Then my balance is incorrect. *** has one thing & Infinisource has something else which is actually correct. Ever since they bought *** things have gone down hill. *** wasn't that great anyway but it's worse now that Infinisource took over. They tried to send a blank form via secured email which makes no sense. Our servers blocked it so I wasn't able to access it. I have been trying to get the form since with numerous calls getting nothing but lengthy hold times. I don't care how busy they are. They should've sent what I asked for the first time & we wouldn't be here now. I have until March to claim the rest of my *** benefits. I have a doctor bill I need to pay. I sent the payment to the doctor using the M/C to pay but it got lost in the holiday mail by the Post Office. No surprise there. To my knowledge the other 2 claims were paid, at least that's what Infinisource says but *** has different records where the amounts don't add up at all. I want to use those funds before they expire. But I feel because it's that time of the year that *** companies get busy, they're going to allow my benefits to expire so I lose the $100 on that M/C, then tell me how sorry they are & that they can't help. I would sue them at that point for negligence & anything else I can think of. They're very irresponsible in their service level & I don't get the impression they care. Amber was upset that I got upset. Too bad! I have every right to be upset, she does not! All of these *** companies tell us they're regulated by the IRS. I have called the IRS 3 times last year and once this year - today to be exact. Every agent has said they have nothing to do with those types of companies. One agent didn't even know what an *** was! I told them all of these companies lie by saying they're "regulated" by the IRS. The agents have spoken to managers who said there's no truth in it. One suggested I try reporting them to the CA Dept. of Finance & Healthcare.gov which I fully intend to do. There isn't much competition in this industry & the majority of these companies are run very poorly with haphazard customer service. I need to get my money off of that *** account & now. I will not accept anymore delays from this company.
I want the claim form mailed to me for *** as I originally requested. I don't see how or why this is an issue. I also want a manager to follow up with me to see this transaction completed so that we don't ever have to talk to one another again. I want my money and I'm not joking. Any further delays will result in a law suit which will cost them far more.
Hi,
Hopefully you get this message. You can cancel this complaint. I talked to a manager today who actually called me. She resolved my problem and apologized for her staff. So if you can save the stamp and some time please cancel at my request. Thanks
Been paying them health insurance premiums since May 2018 and still do not have insurance.
I have been paying my insurance premiums to them for COBRA benefits since May 2018. As of 1/7/2019 priority health still says I do not have insurance. This has been an ongoing issue and I have been told many times the problem was fixed and that I had insurance. Everytime I go to use the insurance the doctors tells me I don't have any coverage.
A full refund of all premiums paid since May 2018 totaling $3,246.12
Dear ***:
Infinisource Benefit Services, is a third party benefits administrator, not an insurance carrier, hired by ***, to fulfill their COBRA compliance obligations. Infinisource does not administer group health plans.
Infinisource received your COBRA election on August 22, 2018. Your first COBRA premium payment was processed on September 24, 2018. On September 25, 2018, a report was generated for reinstatement on the group health plan. At this time, we've not been made privy to reason(s) that your coverage was not reinstated upon our request, and our ensuing follow up.
Since the first time you contacted Infinisource regarding your reinstatement issue, we worked on your behalf to resolve. Then, when you requested a refund of your COBRA premium payments, Infinisource worked diligently on your behalf to fulfill your request.
Today, Infinisource is finally able to fulfill your refund request. A check in the amount of $2,885.44 will mail *** overnight to the address of: ***. The original refund request amount was $3,246.12, however Infinisource received information that a stop payment was placed on check number *** in the amount of $360.68, which reduced the total refund amount. An Infinisource representative has been in contact with you regarding the expedited refund information.
Based on the above information, we believe your complaint has been resolved.
Sincerely,
Jessika C
Executive Vice President
Can't reach a rep at this company despite multiple attempts. They have cashed my check for $900 for COBRA coverage but my benefits haven't been re-in
I was not sure whether I was going to elect COBRA coverage but I decided that I would on November 16th. I attempted to set up an account online but I made multiple attempts when I did not receive email confirmation of my account and I was ultimately locked out of my account. When I attempted to contact Infinisource, I was on hold for over 90 minutes and I ultimately ended the call and sent an email to ***.
I received a reply from Natalie M on 11/20/18 who said that she was unable to find me in the system and asked me in which type of benefits I was attempting to enroll. I replied to her 4 days ago and I have never received a response.
On 11/17/18, after I couldn't get through via phone, I sent in my paperwork and check for the first month's payment. This check was cashed on 11/28/18 but when I went to see my medical provider at *** today, they said that did not have record of my continuation of coverage.
I am concerned because it is the last day of November and I do not want a cancellation of my coverage. Once again, I cannot get through by phone and no one is responded via Infinisource Chat.
I would like someone from the company to contact me immediately and provide me with an extension for someone I can reach with questions. I would also like for my online account to be reset so I can make payments for COBRA online. I would also like for someone at the company to communicate with *** in order to determine why, despite paying $900 and having the check cashed by Infinisource, my benefits have not been re-instated.
Contact Name and Title: Jessika C, EVP
Contact Phone: ***
Contact Email: ***
Dear Sirs:
I can confirm that our Participant Support Team was able to assist *** with making her payment on time on Friday, November 30. I've also reached out to *** by e-mail and provided some additional information about the process of getting her insurance coverage re-activated. I've offered *** a "call back" alternative to waiting on hold, as well.
Infinisource will continue to assist her through this process, and she has my personal contact information.
Kind regards,
Jessika C
Executive Vice President
Infinisource Benefit Services
This company has had my records messed up for 4 months. Their processes, accuracy and follow-up is terrible. The worse experience I have had in 10 years. We missed medical coverage for a month due to their mistakes. I would rate them negative if I could.
For my first month of cobra insurance, I paid the premium on the 27 of the month. I was told it takes 7-10 business days to re-instate.
I was denied medical coverage and by a pharmacy due to lapse in coverage. I spoke with Infinisource and although my premium was paid, it was not reported to the insurance carrier. When I first called Customer Service, I was told a report was faxed to Cigna and it takes them a few days to enter it into their system. After waiting a week, I was still not active. I called Customer Service again and the rep was very nasty and said its a manual process, you just have to wait. I asked if they could intervene as I am in need of medical services and they reply I received was that I just had to wait the 7-10 days or pay it up front and I would be reimbursed. I would not recommend that carrier as a Cobra provider. There system is archaic and there staff is extremely rude.
Expedite my insurance reinstatement.
Dear ***:
I am very sorry that you experienced frustration when you contacted our office.
Infinisource Benefit Services, is a COBRA third-party administrator, contracted by BTQ Financial to fulfill their COBRA compliance obligations. Infinisource is not an insurance carrier and does not administer group health plans.
Infinisource has partnered with the plan administrator and verified your Cigna coverage has been reinstated retroactively to April 1, 2018. If you incurred any medical expenses that should be covered by Cigna, you can ask your medical care providers to resubmit the expenses to Cigna, or Cigna may provide a form so that you may submit those expenses for reimbursement.
We also used your inquiry and your May 7 phone call as a learning and training opportunity for our staff. I appreciate receiving the feedback so that we can review customer support procedures and improve how we handle situations like yours.
I apologize that your customer service experience did not meet expectations. I believe your future experiences with our office will be much more positive, and we appreciate the opportunity to address this for you.
Vicky S
COBRA Participant Support Manager
Infinisource cancelled my wife's coverage on Jan 1st 2018 instead of just dropping me because I was eligible for Medicare on Jan 1st.
In October of 2017 I emailed Infinisource by their request to change my coverage to single insurance, dropping me and keeping my wife covered until February 1st 2018 which is the date she can go on Medicare. Infinisource dropped both of us according to Blue Cross Blue Shield. I have been calling Infinisource 1 to 2 times per week since January 2018 when I found out my wife no longer had coverage, bills started coming to my house where I have been paying out of pocket for her Cancer condition. Still to this date they keep giving me the round around that reinstatement takes time. I paid the premium for both my wife and myself for the month of January because they never set up their payment portal for me to just pay for my wife, they admitted the person at their business never did anything with my email request for single coverage payment, so I paid for both of us not wanting to be uninsured. Not only am I waiting for coverage to be be reinstated so I can submit the bills I have paid out of pocket to Blue Cross Blue Shield to hopefully be reimbursed, and for the difference in prescription deductibles from $10.00 to over $100.00 difference in deductible for Cancer medication, I am also trying to get my refund that is due me for paying the premium for both of us instead of just her because the option to pay for just her was never set up. I have exhausted my attempts to get this matter resolved. Infinisource always has the same answers trying to put blame on Blue Cross Blue Shield for insurance being dropped, to it just takes time for this to happen. I am always promised a call back from Infinisource as to status and have yet to ever receive a call. I am not after anything other than what I have due me including January 2018 reinstatement and the refund of over payment. Please assist. In several of the recorded phone calls into Infinisource they admit they made a mistake but certainly do not know how to solve the issue.
I appreciate any assistance you can get from Infinisource
Respectfully
Reinstatement of insurance for my wife for the month of January 2018 and a refund of overpayment and assurance that Blue Cross Blue Shield will reimburse me for the bills I have had to pay out of pocket due to the neglect of Infinisource
They took care of the issue 3/7/18 in the afternoon
Thank you
Infinisource is absolutely awful at making sure the funds are deposited on time. They have the most trouble during enrollment period. They could stand to have better business practices and hire temps during their extremely busy times. They should not be making their customers wait a MONTH (still waiting) for their own money. This is robbery and I am tired of fighting with them. How many people do they keep money on that do not watch their accounts? Scandalous and very unhelpful. They did not answer my first emails. They only answered the one where I put "HELLO!!!!??????" in the subject line and that still took 3 days. Then when they answered they said it would be deposited the following day. Imagine my surprise when they didn't do as they said. If they keep this up I will be filing an actual complaint with the Revdex.com. I only gave 1 star because there is not an option for zero stars. Nothing but a hassle from day one. It's not worth the tax free money for daycare. I would rather recoup when I file my taxes.
Ms., we are very sorry that your experience with us has started this way. However, we did discover why this was happening, and we are getting it corrected right away. My team will also be reaching out to make sure we have all of your concerns addressed.
Regards,
Jessika C
Executive Vice President
Have a dependent care and health care account with approximately $600 dollars combine. Infinisource has claimed money and I can not use.
I worked for *** college and opened a dependent care and healthcare account through infinisource. I left *** college and started teaching public high school. I needed emergency dental procedure and attempted to use my infinisource card. It was denied. I called infinisource and was told that after about two months infinisource re-claimed my money. Prior to this, I was told over and over that the money in the accounts was guaranteed until the end of the year.
My complaint is that infinisource is scamming their customers out of their own money. I have been reviewing the accounts on-line every month. Nowhere under the home, dashboard, accounts, or tools and support does it state that infinisource will take your money if you leave your company. I had to call and find out why my benefit card was not working and the representative informed me that I was too late to make claims. I asked how would I know that and she said I should have just known or asked when I left my company.
I find it hard to believe that infinisource can not contact their customers that their account is about to expire. They have our phone numbers and emails, but refuse to contact us to state that they are taking our money. The only logic reason is that infinisource does not want their customers knowing that money is going to be claimed.
What other company besides infinisource steals the money their customers paid into? 401K's do not, IRS does not, Water, electric, cable, cell phone, banks, every employer ever, does not. Infinisource not only takes their customers money they feel not need to inform them. If that is not a scam I don't know what is. To make matters worse when I look at the accounts online the money is still in the accounts and there is nothing to indicate that infinisource has taken my money.
I am asking for an extension to use the benefits I paid for or to be reimbursed. The money is still in the account just open the accounts for 14 days.
Contact Name and Title: Jessika *. C, EVP
Contact Phone: ***
Contact Email: ***
Dear Mr.,
According to our records, your employment with *** College ended 7/23/17. When your employment ends, your former employer's plan allows 90 days to file claims for expenses that were incurred prior to your termination. That 90-day period ended 10/21/17. We can see that you attempted to use your debit card on 11/22/17, but debit cards are disabled immediately upon termination; post-termination, you did have the 90-day period for submit claims manually to Infinisource for reimbursement.
Furthermore, as required by law, *** College did offer you the opportunity to continue the Health FSA under COBRA. Our records show that you did not elect to continue this benefit under COBRA.
A Health Flexible Spending Account (FSA) is a benefit, offered by your former employer, but regulated by the Internal Revenue Service, because it is a tax-advantaged benefit. Unfortunately, FSAs have a "use it or lose it" rule. Because you did not submit your claims for reimbursement within the 90-day run-out period, your contributions to the FSA have been forfeited. Forfeited funds are not retained by Infinisource; they are forfeited to the employer.
And finally, we did attempt to notify you on a monthly basis of your account balance. We sent statements via e-mail on 1/11/2017, 2/11/2017, 3/11/2017, 4/11/2017, 5/11/2017, 6/11/2017, 7/11/2017, 8/11/2017, 9/11/2017 and 10/11/2017.
While we regret that you may not have understood the provisions and rules associated with an FSA, we are obligated by our contractual relationship with *** College to administer the plan according to the provisions I've outlined above.
Regards,
Jessika C
Executive Vice President
There is no communication at all. I have filed an Health Reimbursement claim. Their automatic reply stated that the claim would be processed in 5 business day. 3 weeks later, I checked my HR and nothing had done. Only when my HR questioned them, they emailed back that the claim were rejected because they needed more documents. They never respond to my email. It doesn't matter if my claim is accepted or rejected, they never send anything back for the status. It's been more than a month now and there is no status from them yet.