Merchants Benefit Administration

?To whom it may concern: I am writing in response to the above mentioned complaint ID [redacted] for [redacted] *** [redacted] stated in her complaint that she was not aware of the deductions being made by Merchants Benefit Administration (MBA) and that she never received any proof of insuranceShe requested that all of her transactions be refunded MBA received a request for enrollment on December 9, for [redacted] through [redacted] The following is a history of events that occurred after MBA received her enrollment request: · 12/09/2012: e-mail notification to [redacted] from eHealth Insurance advising that your application was forwarded to us for processing · 12/17/2012: e-mail notification to [redacted] from eHealth Insurance advising that your application was approved and you would be receiving ID cards within weeks · 12/19/2012: MBA mailed a Benefits package and ID card to [redacted] · 04/23/2014: e-mail notification to [redacted] from MBAReminder to log into your online dental portal · 05/29/2014: e-mail notification to [redacted] from MBAReminder to log into your online dental portal · 06/23/2014: e-mail notification to [redacted] from MBAReminder to log into your online dental portal · 07/24/2014: e-mail notification to [redacted] from MBAReminder to log into your online dental portal · 08/15/2014: e-mail notification to [redacted] from MBANotice about premium change effective 10/1/ · 09/19/2014: e-mail notification to [redacted] from MBANationwide HIPAA privacy notice · 09/24/2014: e-mail notification to [redacted] from MBANotice about premium change effective 10/ · 10/27/2014: MBA contacted [redacted] to review her account [redacted] admitted to having enrolled on [redacted] , but stated that she contacted them to disenroll shortly after enrollingLater in the conversation [redacted] stated that she did not actually sign up for the insurance and never used eHealth Insurance or received any correspondence from themMBA ended to conversation advising that further research was required · 10/29/2014: MBA notified [redacted] via the email address provided on the Revdex.com complaint of the findings and that no refund is applicableMBA advised that [redacted] ***’s account would be cancelled 10/31/and no further premium deductions would be made Please feel free to contact me directly should you require any further information on this matter Sincerely, [redacted] Director of Administration Merchants Benefit Administration [redacted] Direct Line

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

February 12, 2015Revdex.com*** ** *** ***
*** ** ***RE: ComplaintID# *** *** *** ***To whom it may concern:I am writing in response to the above mentioned complaint, ID *** for *** ***In *** ***’ complaint she stated that she
has never received reimbursement for her dental visit on January 14, She also stated that we advised her that we had never received it and that the claims did not appear to have an NPI number for the rendering dentist includedAfter reviewing *** *** claim submission history, MBA has identified that the claims being submitted by the provider did not have an appropriate member ID number listedThe provider was requested to resubmit the claim with the correct ID number twice by MBAThe ID number was not updated, therefore, the claim was automaticallyrejected and sent back to the provider both times.MBA has verified the member information based on matching the member name, address, and date of birthThe claim was processed on 2/10/and a claim payment will be mailed directly to *** *** on 2/17/ MBA apologizes for any inconvenience this has caused *** ***Please feel free to contact me directly should you require any further information on this matterSincerely, *** ***Dental Claims Department ManagerMerchants Benefit Administration*** ** *** ** *** ***
*** ** ***
***
*** *** ***

For whatever the reason members can not contact the administration for any immediate assistance.
My monthly payment has been taken out from my bank still I got a letter that amount is pending but there is no direct phone to call. somehow I obtained the # after calling 1800 I got a message to leave my message and call will be returned within 24 to 48Hours!

who are these people?

I am writing inresponse to the above mentioned complaint, ID [redacted]. In Mr. [redacted] complaint, he statedthat he has attempted to reach MBA to obtain a copy of his insurance cards andhas been unsuccessful. MBA received avoicemail from Mr. [redacted] on 3/13/15 requesting assistance...

with obtaining hisID card and benefit information. MBA returned the call the morning of 3/17/15.MBA advised Mr. [redacted] that an ID card and benefit document would be emailedto him by the representative and also instructions on accessing his documentselectronically through his member portal. The email was sent immediately afterthe phone call and the portal instructions were issued from the website on3/19/15. A follow up phone call was placed to Mr. [redacted] after the portal instructionswere sent to see if he needed any additional assistance. He advised that hereceived everything he needed.   Please feelfree to contact me directly should you require any further information on thismatter. Sincerely, [redacted]Director of AdministrationMerchants Benefit Administration[redacted]

To whom it may concern:A copy of MBA's response is attached, as well as additional documentation to accommodate it. Sincerely,Laura G[redacted]Director of AdministrationMerchants Benefit Administration[redacted]

[redacted]To whom it may concern:I am writing in response to the above mentioned complaint, ID [redacted]. In Ms. [redacted] complaint, she stated that she requested to...

cancel her plan and never received a refund. MBA received Ms. [redacted] request to cancel her plan in writing May 7, 2015 and processed the request on May 8, 2015. The refund request failed to process due to a system error at the time her plan was cancelled. MBA processed the refund in the amount of $496.92 on June 3, 2015 and attempted to reach Ms. Webb to advise. MBA left a voicemail with the information. Please feel free to contact me directly should you require any further information on this matter. Sincerely, [redacted]Director of AdministrationMerchants Benefit Administration[redacted]

March 16, 2015Revdex.com[redacted]
[redacted]
RE: ComplaintID# [redacted], Complainant [redacted]To whom it may concern:I am writing in response to the above mentioned complaint, ID [redacted] for [redacted]. In [redacted] complaint, she stated...

that she enrolled in the Multiflex Dental plan online and never received her ID cards or Fulfillment documents. She stated that she tried to call multiple times and was never able to get a hold of anyone via phone or email. She also stated that her provider called to get benefit information and the provider was equally unsuccessful.       [redacted] submitted her enrollment request on 01/02/2015. [redacted] was sent a “Welcome” Email from MBA on 01/07/2015 to the email address that was provided when she enroll for the plan. The “Welcome”email contained information on how to login to her member portal to retrieve her ID card and benefit information. ·       [redacted] contacted MBA on 01/14/2015 and spoke with a memberservices representative regarding gaining access to her ID card and benefitinformation. The representative advised her the information is available onlinevia her member portal and sent her an email notification with a copy of her IDcard and benefits document. ·       [redacted] was sent an additional email from MBA regardinggaining access to her member portal on 2/8/15, as our records indicated thatshe had not logged into her portal yet.·       [redacted] reached out to MBA on 2/17/15 to request to cancelher plan due to lack of service and being able to reach a live representative.MBA provided her with the cancellation request form in order to cancel herplan. ·       [redacted] reached out to MBA on 2/20/15 and left a voicemailrequesting to obtain access to her member portal. MBA emailed her instructionson accessing her member portal again. [redacted] successfully logged into herportal on 2/20/15.  ·       MBA received [redacted] request to cancel her plan in writing.·       MBA’s Dental Claims Manager reached out to [redacted] on March 13,2015 to review the details of her concerns and offer a mutually agreeablesolution for the inconvenience she experienced in trying to reach us. MBAoffered to refund [redacted] February 2015 premium. [redacted] found thisto be acceptable solution for the inconvenience. Please feelfree to contact me directly should you require any further information on thismatter. Sincerely, [redacted]Director of AdministrationMerchants Benefit Administration[redacted] Direct Line

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
While I have indeed spoken with a representative and have reached an agreement, it is important to note that the following DID NOT happen:"[redacted] was sent a “Welcome” Email from MBA on 01/07/2015 to the email address that was provided when she enroll for the plan. The “Welcome”email contained information on how to login to her member portal to retrieve her ID card and benefit information. "I received my card via email (as a scanned pdf) after calling around January 13/14. I still did not EVER receive access to the member portal. In order to access this "portal", I hit forgot password after conducting a web search. I discussed this with the representative I spoke with last Friday. While this is minimal, it is also important that you note that something fell apart there and maybe others are not receiving their information. 
Regards,
[redacted]

?To whom it may concern:
I am writing in response to the above mentioned complaint ID [redacted] for [redacted] stated in her complaint that she was not aware of the deductions being made by Merchants Benefit Administration (MBA) and that she never received any proof of insurance. She...

requested that all of her transactions be refunded.
MBA received a request for enrollment on December 9, 2012 for [redacted] through [redacted]. The following is a history of events that occurred after MBA received her enrollment request:
·       12/09/2012: e-mail notification to [redacted] from eHealth Insurance advising that your application was forwarded to us for processing.
·       12/17/2012: e-mail notification to [redacted] from eHealth Insurance advising that your application was approved and you would be receiving ID cards within 3 weeks
·       12/19/2012: MBA mailed a Benefits package and ID card to [redacted]
·       04/23/2014: e-mail notification to [redacted] from MBA. Reminder to log into your online dental portal
·       05/29/2014: e-mail notification to [redacted] from MBA. Reminder to log into your online dental portal
·       06/23/2014: e-mail notification to [redacted] from MBA. Reminder to log into your online dental portal
·       07/24/2014: e-mail notification to [redacted] from MBA. Reminder to log into your online dental portal
·       08/15/2014: e-mail notification to [redacted] from MBA. Notice about premium change effective 10/1/14
·       09/19/2014: e-mail notification to [redacted] from MBA. Nationwide HIPAA privacy notice
·       09/24/2014: e-mail notification to [redacted] from MBA. Notice about premium change effective 10/1
·       10/27/2014: MBA contacted [redacted] to review her account. [redacted] admitted to having enrolled on [redacted], but stated that she contacted them to disenroll shortly after enrolling. Later in the conversation [redacted] stated that she did not actually sign up for the insurance and never used eHealth Insurance or received any correspondence from them. MBA ended to conversation advising that further research was required.
·       10/29/2014: MBA notified [redacted] via the email address provided on the Revdex.com complaint of the findings and that no refund is applicable. MBA advised that [redacted]’s account would be cancelled 10/31/14 and no further premium deductions would be made.
Please feel free to contact me directly should you require any further information on this matter.
Sincerely,
[redacted]
Director of Administration
Merchants Benefit Administration[redacted] Direct Line

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

February 19, 2014VIA Revdex.com WebsiteBetterBusiness Bureau[redacted]RE:         ComplaintID# [redacted], Complainant [redacted]Dear [redacted]; I am writing in response to...

theabove mentioned complaint ID. Mr. [redacted] states that he enrolled through[redacted] and was never notified that his request for enrollment wasapproved. On August 30, 2013 MBA sent Mr. [redacted] an email notification of coverageapproval, which included instructions on registering for his online account toretrieve his certificate of coverage and schedule of benefits.  An additional email notification was sent by[redacted] stating that his coverage was approved by MBA on September3, 2013. The certificate of coverage and schedule of benefit documents areaccessible through our member portal and are not mailed out. Informationregarding this delivery method is stated on [redacted] prior torequesting enrollment as well as notated in their approval email. [redacted]sent another email on October 2, 2013 to follow up with Mr. [redacted] and see if hehad printed his ID cards from the member portal. Base on the multiple emailnotifications, sufficient notification of approval to Mr. [redacted] was sent by MBAand [redacted].Mr. [redacted] also states that hismonthly premiums were not drafted and invoices were not received after hisinitial request for enrollment. Upon further research, it was identified that Mr.[redacted]’s account was not set up correctly for automatic draft as requested at thetime of enrollment. As resolution, MBA will refund Mr. [redacted] the initialenrollment premium that was charged, in the amount of $36.29.  Mr. [redacted] has agreed that this is an acceptable resolution,as he has secured dental insurance through another carrier. Please feel free to contact medirectly should you require any further information on this matter. Sincerely, [redacted]Manager ofAdministrative ServicesMerchantsBenefit Administration[redacted]Direct Line

?To whom it may concern:

I am writing in response to the above mentioned complaint ID [redacted] for [redacted] stated in her complaint that she was not aware of the deductions being made by Merchants Benefit Administration (MBA) and that she never received any proof of...

insurance. She requested that all of her transactions be refunded.

MBA received a request for enrollment on December 9, 2012 for [redacted] through [redacted]. The following is a history of events that occurred after MBA received her enrollment request:

·       12/09/2012: e-mail notification to [redacted] from eHealth Insurance advising that your application was forwarded to us for processing.

·       12/17/2012: e-mail notification to [redacted] from eHealth Insurance advising that your application was approved and you would be receiving ID cards within 3 weeks

·       12/19/2012: MBA mailed a Benefits package and ID card to [redacted]

·       04/23/2014: e-mail notification to [redacted] from MBA. Reminder to log into your online dental portal

·       05/29/2014: e-mail notification to [redacted] from MBA. Reminder to log into your online dental portal

·       06/23/2014: e-mail notification to [redacted] from MBA. Reminder to log into your online dental portal

·       07/24/2014: e-mail notification to [redacted] from MBA. Reminder to log into your online dental portal

·       08/15/2014: e-mail notification to [redacted] from MBA. Notice about premium change effective 10/1/14

·       09/19/2014: e-mail notification to [redacted] from MBA. Nationwide HIPAA privacy notice

·       09/24/2014: e-mail notification to [redacted] from MBA. Notice about premium change effective 10/1

·       10/27/2014: MBA contacted [redacted] to review her account. [redacted] admitted to having enrolled on [redacted], but stated that she contacted them to disenroll shortly after enrolling. Later in the conversation [redacted] stated that she did not actually sign up for the insurance and never used eHealth Insurance or received any correspondence from them. MBA ended to conversation advising that further research was required.

·       10/29/2014: MBA notified [redacted] via the email address provided on the Revdex.com complaint of the findings and that no refund is applicable. MBA advised that [redacted]’s account would be cancelled 10/31/14 and no further premium deductions would be made.

Please feel free to contact me directly should you require any further information on this matter.

Sincerely,[redacted]

Director of Administration

Merchants Benefit Administration[redacted] Direct Line

February 19, 2014VIA Revdex.com WebsiteBetterBusiness Bureau[redacted]

[redacted]RE:         ComplaintID# [redacted], Complainant [redacted] #[redacted]Dear [redacted]; I am writing in response to...

theabove mentioned complaint ID. Mr. [redacted] states that he enrolled through[redacted] and was never notified that his request for enrollment wasapproved. On August 30, 2013 MBA sent Mr. [redacted] an email notification of coverageapproval, which included instructions on registering for his online account toretrieve his certificate of coverage and schedule of benefits.  An additional email notification was sent by[redacted] stating that his coverage was approved by MBA on September3, 2013. The certificate of coverage and schedule of benefit documents areaccessible through our member portal and are not mailed out. Informationregarding this delivery method is stated on [redacted] prior torequesting enrollment as well as notated in their approval email. [redacted]sent another email on October 2, 2013 to follow up with Mr. [redacted] and see if hehad printed his ID cards from the member portal. Base on the multiple emailnotifications, sufficient notification of approval to Mr. [redacted] was sent by MBAand [redacted].Mr. [redacted] also states that hismonthly premiums were not drafted and invoices were not received after hisinitial request for enrollment. Upon further research, it was identified that Mr.[redacted]’s account was not set up correctly for automatic draft as requested at thetime of enrollment. As resolution, MBA will refund Mr. [redacted] the initialenrollment premium that was charged, in the amount of $36.29.  Mr. [redacted] has agreed that this is an acceptable resolution,as he has secured dental insurance through another carrier. Please feel free to contact medirectly should you require any further information on this matter. Sincerely, [redacted]Manager ofAdministrative ServicesMerchantsBenefit Administration[redacted]

[redacted]Direct Line

To whom it may concern:
A copy of MBA's response is attached, as well as additional documentation...

to accommodate it.
Sincerely,
Laura G[redacted]
Director of Administration
Merchants Benefit Administration

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

While I have indeed spoken with a representative and have reached an agreement, it is important to note that the following DID NOT happen:
"[redacted] was sent a “Welcome” Email from MBA on 01/07/2015 to the email address that was provided when she enroll for the plan. The “Welcome”email contained information on how to login to her member portal to retrieve her ID card and benefit information. "
I received my card via email (as a scanned pdf) after calling around January 13/14. I still did not EVER receive access to the member portal. In order to access this "portal", I hit forgot password after conducting a web search. I discussed this with the representative I spoke with last Friday. While this is minimal, it is also important that you note that something fell apart there and maybe others are not receiving their information. 

Regards,[redacted]

[redacted]  [redacted]To whom it may concern:I am writing in response to the above mentioned complaint, ID [redacted]. In Ms. [redacted] complaint, she stated that she requested to...

cancel her plan and never received a refund. MBA received Ms. [redacted] request to cancel her plan in writing May 7, 2015 and processed the request on May 8, 2015. The refund request failed to process due to a system error at the time her plan was cancelled. MBA processed the refund in the amount of $496.92 on June 3, 2015 and attempted to reach Ms. Webb to advise. MBA left a voicemail with the information. Please feel free to contact me directly should you require any further information on this matter. Sincerely, [redacted]Director of AdministrationMerchants Benefit Administration[redacted]

February 12, 2015Revdex.com[redacted]

[redacted]RE: ComplaintID# [redacted]To whom it may concern:I am writing in response to the above mentioned complaint, ID [redacted] for [redacted]. In...

[redacted]’ complaint she stated that she has never received reimbursement for her dental visit on January 14, 2014. She also stated that we advised her that we had never received it and that the claims did not appear to have an NPI number for the rendering dentist included. After reviewing [redacted] claim submission history, MBA has identified that the claims being submitted by the provider did not have an appropriate member ID number listed. The provider was requested to resubmit the claim with the correct ID number twice by MBA. The ID number was not updated, therefore, the claim was automaticallyrejected and sent back to the provider both times.MBA has verified the member information based on matching the member name, address, and date of birth. The claim was processed on 2/10/15 and a claim payment will be mailed directly to [redacted] on 2/17/15.  MBA apologizes for any inconvenience this has caused [redacted]. Please feel free to contact me directly should you require any further information on this matter. Sincerely, [redacted]Dental Claims Department ManagerMerchants Benefit Administration[redacted]

?To whom it may concern:

I am writing in response to the above mentioned complaint ID [redacted] for [redacted]. [redacted] stated in her complaint that she was not aware of the deductions being made by Merchants Benefit Administration (MBA) and that she never received any proof of...

insurance. She requested that all of her transactions be refunded.

MBA received a request for enrollment on December 9, 2012 for [redacted] through [redacted]. The following is a history of events that occurred after MBA received her enrollment request:

·       12/09/2012: e-mail notification to [redacted] from eHealth Insurance advising that your application was forwarded to us for processing.

·       12/17/2012: e-mail notification to [redacted] from eHealth Insurance advising that your application was approved and you would be receiving ID cards within 3 weeks

·       12/19/2012: MBA mailed a Benefits package and ID card to [redacted]

·       04/23/2014: e-mail notification to [redacted] from MBA. Reminder to log into your online dental portal

·       05/29/2014: e-mail notification to [redacted] from MBA. Reminder to log into your online dental portal

·       06/23/2014: e-mail notification to [redacted] from MBA. Reminder to log into your online dental portal

·       07/24/2014: e-mail notification to [redacted] from MBA. Reminder to log into your online dental portal

·       08/15/2014: e-mail notification to [redacted] from MBA. Notice about premium change effective 10/1/14

·       09/19/2014: e-mail notification to [redacted] from MBA. Nationwide HIPAA privacy notice

·       09/24/2014: e-mail notification to [redacted] from MBA. Notice about premium change effective 10/1

·       10/27/2014: MBA contacted [redacted] to review her account. [redacted] admitted to having enrolled on [redacted], but stated that she contacted them to disenroll shortly after enrolling. Later in the conversation [redacted] stated that she did not actually sign up for the insurance and never used eHealth Insurance or received any correspondence from them. MBA ended to conversation advising that further research was required.

·       10/29/2014: MBA notified [redacted] via the email address provided on the Revdex.com complaint of the findings and that no refund is applicable. MBA advised that [redacted]’s account would be cancelled 10/31/14 and no further premium deductions would be made.

Please feel free to contact me directly should you require any further information on this matter.

Sincerely,[redacted]

Director of Administration

Merchants Benefit Administration[redacted]

[redacted] Direct Line