Trion Group, Inc.

Review: Premium payment for cancelled insurance deducted as ATM on 1/3/2014. Refund promised since 1/6/2014. Numerous promised that I will receive & haven't

On 11/25/2013 retiree insurance canceled with [redacted]. On 1/3/2014 premium (in incorrect amount) was deducted from my bank account. First request for refund was on 1/6/2014. Was to be researched with promised call back. No call back. Contacted [redacted] they were with me on phone to Trion. Supervisor promised call back. No call back. Called several times since. Have been told repeatedly that refund was processed on 1/21/2014 (four phone calls and 16 days after first requested) and it would take 7 to 10 business days to receive. Last conversation was on 2/5/2014. Again told that refund would take 7 to 10 business days to receive and was issued on 1/21/2014. They acknowledged that it had already been 7 to 10 business days and I "should received tomorrow". Three "mail days" have elapsed since then and am now one month since request for refund. Repeatedly am promised call backs and they do not come. On 2/5 I did receive a call back and voice mail message from the supervisor whom I'd been trying to call. He told me the same thing I'd been told on the phone that morning - payment was made on 1/21/2014 and should be received in 7 to 10 business days. I am filing this complaint because I believe that shoddy customer service and failure to refund $355 for incorrectly deducted health care premium should not have taken this long, and that I should have been called back each time I called them. Note that I usually allow at least a four or five days to go by before I call again.

I have received two letters from them telling me that the automatic deduction has been stopped, but as yet I have received no refund.Desired Settlement: I want the $355.19 that was deducted from my bank account for January coverage that was cancelled effective 12/31/2013. They acknowledge (and [redacted] benefits center acknowledges) that I should receive a refund, but I have not as yet received it.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: they haven't responded.

Regards,

Consumer

Response:

---------- Forwarded message ----------

From: Revdex.com of Metro Washington DC <[email protected]>

Date: Mon, Mar 10, 2014 at 10:42 PM

Subject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Mon, Mar 10, 2014 at 9:19 PM

Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

I did not reject the offer, I responded to the fact that in the first email you hadn’t received a response from Trion.

I thank you for the effort on your part. For the record, I am totally dissatisfied with Trion, but happy I have finally received the response.

Thank you

Review: Company could not tell me the end date of my insurance policy. Refuses to honor, or even speak about our contract frankly.

Triton Group served as the accounting agency to my [redacted] health policy.

I recently picked up a new health care provider due to the poor service from this one. My new policy was dependent on continuity from my previous insurance to this one. I attempted to contact Triton for proof of this.

They never provided me with an end date of the policy. I would ask them when the end date of my policy would be but my emails and calls were to no avail. My father tried to call to ask, but they refused to talk to him. Their unwillingness to communicate was extremely frustrating.

They never rejected any payment, and continued to honor the health contract by reimbursing me for medical expenses as per the terms of my health insurance. Prior to signing my new plan, I constantly asked [redacted] and attempted to ask Triton group if my policy was still active. [redacted] had assured me it was, but could not tell me the end date. Triton group had been rather unresponsive. But as they continually reimbursed me, it was implied the contract was still active.

For my new insurance, I requested a certificate stating that my insurance was still active. Triton and [redacted] are refusing to send it on the basis that my insurance was not active. I have asked them how it could not be active when they were reimbursing me for medical expenses. They refuse to respond.

They have been extremely unprofessional over the past year. It has been frustrating and a hindrance to my ability to have proper health care for the future.Desired Settlement: I request a certificate stating that I was covered in October of this year. I need nothing more.

Business

Response:

W[redacted], Terri <[redacted]@trion-mma.com>3:48 PM (27 minutes ago)to me, [redacted] Dear [redacted],Complaint [redacted]Submitted 11/19/2014 12:00 amCustomer: [redacted]As a Third Party Benefit Administrator, we are required to follow the Health Insurance Portability and Accountability Act (HIPAA) of 1996 guidelines. HIPPA requires us to secure the personal health information of our covered participants when they call into our Benefit Service Center. Participants are asked to verify their identity through several security questions. If a participant is unable to contact the center directly, they can authorize an individual to speak on their behalf by completing a HIPAA release form and submitting it to our office or by providing verbal authorization for a one-time release of their information to the individual party.On January 30, 2014, [redacted]'s father called into the center on behalf of his son and due to HIPAA guidelines the Employee Advocate handling the call was unable to speak with him. The Employee Advocate explained the HIPAA process to [redacted] and advised that he would need his son to call into the center to provide a one-time authorization to speak on his behalf or we would need to speak with his son to provide the HIPAA form for him to complete. We received no follow-up from [redacted] regarding the authorization at that time.On June 18, 2014, [redacted] called again and we could not release the specific information he requested regarding his son. We again explained the HIPAA process. We received no follow-up from [redacted] regarding the authorization at that time.On July 14, 2014, **. [redacted] left a message on the Grant Thornton after hour voicemail, stating that he gives authorization to [redacted] to speak with his father. The Employee Advocate sent [redacted] an email at [redacted], with the following message. "Good morning [redacted], per your voicemail, attached is a HIPPA release form for you to add authorized contacts to your account, with whom you would like to speak on your behalf. Please complete this form and send back via fax number located on the bottom of the form (###-###-####), or by sending back to me via email and I will send for processing. Processing time can take 2-3 business days. Please note, if you are adding more than one person, please complete the form twice (two separate copies) as I don't believe there is enough room for two people to be listed. Thank you." We received no follow-up from [redacted] regarding the authorization form as a result of this email.On August 22, 2014, [redacted] called the center again. The Employee Advocate again explained that because there is no HIPAA form on file, they were unable to release any information to him. The Employee Advocated asked if we can contact **. Gregory at the international number and unfortunately the call did not connect with the number provided by his father.On November 26, 2014, our Employee Advocate sent the following email to [redacted] to see if they could reach him to discuss his outstanding issue. "Good afternoon [redacted], I am reaching out to you as we have not received your HIPPA release form at this time. We will not be able to speak with anyone on your behalf, if we do not receive the form in our office, via email or fax. Please email the form back to me or fax to ###-###-####. Thank you." As of December 1, 2014, there has been no follow-up from [redacted].We are open to assist [redacted] with his account and request he contact us at ###-###-####, Monday through Friday, 8:30am - 5:30pm. If you have any questions regarding the details listed, please feel free to contact me at your convenience.Thank you,TerriTerri W[redacted]Trion Group, a [redacted] LLC[redacted]P: ###-###-####F: ###-###-####C: ###-###-####E: [redacted]@trion-mma.comW: www.trion.comThis e-mail transmission and any attachments that accompany it may contain information that is privileged, confidential or otherwise exempt from disclosure under applicable law and is intended solely for the use of the individuals to whom it was intended to be addressed. If you have received this e-mail by mistake, or you are not the intended recipient, any disclosure, dissemination, distribution, copying or other use or retention of this communication or its substance is prohibited. If you have received this communication in error, please immediately reply to the author via e-mail that you received this message by mistake and also permanently delete the original and all copies of this e-mail and any attachments from your computer.Please note that coverage cannot be bound or altered by sending an email. You must speak with or receive written confirmation from a licensed representative of our firm to put coverage in force or make changes to your existing program.

Bad reviews for this insurance company all over the internet. They lose paperwork and forms submitted but yet cash your checks. Any company (Marsh & McLennan) using Trion Group, 2300 Renaissance Blvd, King of Prussia, PA, for their insurance should cut their ties with this very unprofessional company. Consumer fraud and dissatisfaction is high.