Please see my response to the following complaint Complaint ID: [redacted] Submitted: 5/21/@ 12:40:pm Customer: [redacted] On 10/15/@ 15:pm [redacted] contacted Trion to inform us that she would be terminating employment and inquired how to terminate her benefits The Employee Advocate she spoke to explained that her employer would contact us with the termination information however her medical, dental & life benefits would continue through the month of her employment termination and that her Flexible Spending Benefits would terminate the date of separation No action was required on her part There is no record of ** [redacted] contacting Trion again until 4/10/14, when she contacted us twice at 12:pm & 12:pm Additionally, Trion did receive a call on 4/10/from a male caller who identified himself as [redacted] , by providing the DOB, participant address and last digits of the SSN for *** Below you will find the details of these three calls On 4/10/@ 12pm ** [redacted] identified herself as a former employee and inquired about how to claim her dependent care expenses The Employee Advocate provided correct information notifying ** [redacted] that the claim filing deadline was on 3/31/ ** [redacted] also expressed that her employer did not provide guidance and that she was unaware that she had to file any claims until she received her W- ** [redacted] explained that she contacted her employer and the human resource department stated they would transfer her to someone who could better explain She was unaware of who she was transferred too On 4/10/@ 12:** [redacted] contacted our office again explaining that she was unaware of the process to file claims The Employee Advocate again explained that all claims for the plan year needed to be filed by 3/31/and that this was explained in her benefit package as well as on her employee benefits website The employee advocate also explained that since the funds weren’t claimed from the plan they were forfeited as of 3/31/ ** [redacted] admitted that she did not access the enrollonline website and accused Trion Employee Advocates of making things up as we went along During this phone call the Employee Advocate did reference that the 3/31/filing date was an IRS regulationThis comment was made because this is the claim filing deadline which is documented in the employer Summary Plan Description On 4/10/@ 1:pm a male called into the center identifying himself as ** [redacted] He acknowledged that he no longer works for the employer and that he spoke to his Human Resource Department He stated that he understood it was his fault for not having a clear understanding of the plan and how it worked and relied on suggestions from his HR Department He also admitted that he didn’t review his benefits because he didn’t think he needed too and neglected to do so which was his problem He provided a phone number other than the numbers provided by ** [redacted] for a return call should the call get disconnected ** [redacted] contributed $2,toward the dependent care reimbursement plan during her time employed in She stated that she does have valid claims, however at this time there has not been any claims submitted to the Trion Spending Accounts Claim Department Based on the clients plan design, any funds not claimed by the March 31, deadline are forfeited Should you require further information regarding the details listed above please do not hesitate to contact me at your convenience Thank you [redacted] Trion Group, a [redacted] Renaissance Blvd King of Prussia, PA Phone [redacted] Fax [redacted] Mobile [redacted] www.trion.com This 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 addressedIf 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 prohibitedIf 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 emailYou 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 programThank you
On February 16, 2016, [redacted] ***'s spouse called into Trion Benefit Service Center to inquire why their account was not working onlineThe Employee Advocate (EA) attempted to assist the spouse with troubleshooting her error when attempting to reach the spending accounts pageThe EA uncovered that the [redacted] showed terminated in the system, to which [redacted] confirmed his terminationThe EA advised that due to termination, they would not be able to log into the system to access the accountEA advised that the account ends on the date of separation February 12, 2016, and would not be able to access the funds after separation unless he requests to continue the FSA through COBRAIf he does not, he will have until May 13, to submit any claims incurred prior to his date of separation [redacted] then inquired how they could submit those claims, to which the EA provided the claim form and filing instructions via email [redacted] advised that her spouses severance paperwork included an earlier filing date of March 31, 2016, to which the EA advised to use the filing date from the severance paperwork, as that may supersede the information on the online portalThe EA reiterated that even though the filing date may be different, they could only file for Date of Service prior to termination unless continued through COBRA.No other questions were asked during this call and the correct process for filing the claims was explained to [redacted] ***.On March 15, 2016, [redacted] ***s spouse called into the Trion Benefit Service Center to inquire if there was an option to email claims rather than faxing or mailingThe EA provided spouse with FSA email [email protected] inquired if a credit card receipt would suffice for claim submission, to which the EA advised that an Evidence of Benefits would be needed or, something that includes the Date of Service, claim amount, and claim recipient.No other questions were asked during this call and the correct process for filing claims was explained to [redacted] ***.On April 15, [redacted] called in to inquire about the denial of a claimShe advised the claim was partially denied and stated the denied portion was for RX services that were received on March 1, The EA advised that the Date of Service for the denied portion of the claim occurred after the termination of benefits for [redacted] ***, therefore was ineligible [redacted] advised that the previous rep told her that the final Date of Service that the funds could be used was March 31, 2016, to which the EA advised that is the final filing date, not the final service date [redacted] inquired if they would be able to resume the FSA and submit claims if they choose to elect through COBRA and the EA advised yes, if they go through with electing the FSA through COBRA, they will be able to resubmit that claim to be processed, as the employee would be continuing the FSAThe EA also advised the account would still show terminated and expenses after the date of termination would not be reimbursable until they elect and pay for the FSA through COBRA .No other questions were asked and the correct information was provided regarding filing the claim.On April 29, 2016, [redacted] called in advising that she completed the COBRA election online but did not make a paymentShe inquired if she is sending payment via mail, Would she need to re-submit her COBRA election formThe EA advised that since elections were made online, she did not need to mail another election form but would need to remit her paymentThe EA also advised that once the payment is received, the benefits would take 7-business days to be updated with the respective carriers [redacted] advised that they had payroll deductions for FSA prior to his termination but inquired if once the COBRA was active, they could submit claims for reimbursement for Date of Service after his termination, to which the EA advised yesThe EA advised if FSA coverage was elected through COBRA, they Could submit claims as long as the COBRA was active.No other questions were asked and the correct information was provided regarding -filing the claim[redacted] called on June 8, advising that she was going to resubmit a claim that was previously denied and wanted someone to make a note on the account that she was resubmitting, as the claim was sent in once beforeThe EA advised she would make a note on the account, so that it could be referenced if need beThe note was included on the account[redacted] called in on June 9, to advise that the claim she resubmitted the previous day did not go through because the file was too largeShe requested that another note be placed on the account, as she was going to have the files compressed and resentThe EA advised she would note the account[redacted] called on June 15, that the claims she submitted were denied and that she could not access the Spending Accounts Service Center due to her spouse not being an active EE, therefore she could not view the denial reasonThe EA advised that the claims from March 1, and May 31, were denied because the account was terminated on February 12, [redacted] stated that in March she was advised that she could submit FSA claims once on COBRA, to which the EA advised only if he elected to have the FSA through COBRA would the claims be acceptedThe EA advised that because they did not elect the FSA through COBRA, they did not have access to the funds [redacted] indicated that another representative told the that as long as their medical insurance was active through COBRA, they could submit toward the FSA for reimbursementThe EA advised that information was incorrect, and that the only way to submit claims that were incurred after the termination date would be to elect FSA through COBRA.The below shows the enrollment options that [redacted] elected on April 26, FSA was not selected when he enrolled in COBRA
September 25, Dear [redacted] In response to the above mentioned complaint, please be advised we have researched the issue and have outlined below the activity which occurred on [redacted] 's account6/5/- Trion received signed Cobra Election form and payment with first day of coverage 5/18/14.6/6/- Cobra Service Representative processed the Cobra election form and sent notification to the carrier, 6/16/- [redacted] questioned the termination date as they showed active coverage ending 04/30/6/16/– Cobra Service Representative sent request to client to confirm 04/30/termination date6/25/- Cobra Service Representative completed a follwith client on the 04/30/termination date7/1/- Cobra Service Representative followed up with the client again regarding first day of Cobra7/15/- Client confirmed termination date to be 5/17/7/16/– Cobra Service Representative informed [redacted] that the first day of Cobra is 05/18/per client confirmation 7/21/14- [redacted] confirmed coverage 7/7/- [redacted] contacted Trion Custom Service Center stating she sent in a fax for a refund request for her Dental coverageThe Cobra Service Representative did not receive the fax7/18/- [redacted] was terminated through Trion's Cobra system as of 5/31/due to Cobra grace period expiration for no payment received, 8/13/– Trion Customer Service Representative advised [redacted] a refund would be sent to her on September 15, 2014, 8/27/- Refund of $was processed based on the pro-rated premium back to 5/18/and mailed on 9/17/14.Trion Cobra refunds are processed monthly at the end of each monthThe COBRA Refund checks are mailed to the participants on the 15th of the following monthShould you have any questions or concerns regarding the information documented above, please do not hesitate to contact me at [redacted] .Thank you,Larry G Trion Cobra Supervisor
W [redacted] , Terri < [redacted] @trion-mma.com>3:PM (minutes ago)to me, [redacted] Dear [redacted] ***,Complaint [redacted] Submitted 11/19/12:amCustomer: [redacted] As a Third Party Benefit Administrator, we are required to follow the Health Insurance Portability and Accountability Act (HIPAA) of 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] , [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 follfrom [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 follfrom [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-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 listedThank you." We received no follfrom [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 faxPlease email the form back to me or fax to ###-###-####Thank you." As of December 1, 2014, there has been no follfrom [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 addressedIf 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 prohibitedIf 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 emailYou 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
June 1, 2015On Tuesday, May 5, 2015, customer [redacted] called into the COBRA Service Center requesting information regarding the last day to elect COBRA, and if her COBRA account would remain terminated until she made paymentThe customer service agent confirmed that the COBRA coverage would not be reinstated until the election form and the premium payment was received.On Monday, May 18, we received a check for COBRA premium payment from customer [redacted] in the amount of $3,The payment covered medical and prescription through the end of May Unfortunately the request to update coverage was not forwarded to the carrier in the processing time and the medical and prescription benefits were not updated.On Friday, May 22, at 4:24pm, we received a voicemail and an email message from customer [redacted] When the message was received, all Trion offices were closed in recognition of the Memorial Day holidayAn outbound call was made to the customer on May 26, when the office reopened and a voicemail message was left asking [redacted] to contact us at her ConvenienceNo Other calls were received into the COBRA Service Center for this customer.On Saturday, May 23, 2015, the COBRA Client Service Representative (CSR) for the [redacted] account, received an email from the [redacted] Human Resource (HR) contact requesting that the RX for this employee be updatedSince the Trion offices were closed, the email was not received until Tuesday, May 26, 2015.On Tuesday, May 26, at 8:21am, the CSR forwarded over an urgent request to ***, asking for the RX to be updated [redacted] responded back at 11:06am stating that the RX was updatedAt 11:12am, the CSR notified the [redacted] HR contact that the RX had been updated.On Friday, May 29, the [redacted] HR contact reached out the COBRA CSR, informing her that the coverage was still not updatedThe CSR sent over a second request to [redacted] at 3:32pm informing them that the RX was not updatedAt 3:57pm, [redacted] responded back that the employee, plus dependent were updated with coverage back to April 14, The CSR responded to HR at 4:10pm informing them of this information.As of Friday, May 29, 2015, the medical and prescription benefits for [redacted] were updated with [redacted] and the employee was notified by her previous employer of this information.Terri W
June 1, On Tuesday, May 5, 2015, customer [redacted] called into the COBRA Service Center requesting information regarding the last day to elect COBRA, and if her COBRA account would remain terminated until she made paymentThe customer service agent confirmed that the COBRA coverage would not be reinstated until the election form and the premium payment was received.On Monday, May 18, we received a check for COBRA premium payment from customer [redacted] in the amount of $3,The payment covered medical and prescription through the end of May Unfortunately the request to update coverage was not forwarded to the carrier in the processing time and the medical and prescription benefits were not updatedOn Friday, May 22, at 4:24pm, we received a voicemail and an email message from customer [redacted] When the message was received, all Trion offices were closed in recognition of the Memorial Day holidayAn outbound call was made to the customer on May 26, when the office reopened and a voicemail message was left asking [redacted] to contact us at her ConvenienceNo Other calls were received into the COBRA Service Center for this customerOn Saturday, May 23, 2015, the COBRA Client Service Representative (CSR) for the [redacted] account, received an email from the [redacted] Human Resource (HR) contact requesting that the RX for this employee be updatedSince the Trion offices were closed, the email was not received until Tuesday, May 26, On Tuesday, May 26, at 8:21am, the CSR forwarded over an urgent request to ***, asking for the RX to be updated [redacted] responded back at 11:06am stating that the RX was updatedAt 11:12am, the CSR notified the [redacted] HR contact that the RX had been updatedOn Friday, May 29, the [redacted] HR contact reached out the COBRA CSR, informing her that the coverage was still not updatedThe CSR sent over a second request to [redacted] at 3:32pm informing them that the RX was not updatedAt 3:57pm, [redacted] responded back that the employee, plus dependent were updated with coverage back to April 14, The CSR responded to HR at 4:10pm informing them of this informationAs of Friday, May 29, 2015, the medical and prescription benefits for [redacted] were updated with [redacted] and the employee was notified by her previous employer of this informationTerri W
October 28, 2014Dear [redacted] ***This communication Is In response to the above mentioned complaint that was received at Trion on October 27, 2014, Trion completed additional research and discovered that [redacted] sent In a fax on June 20, to cancel her dental coverage within the appropriate cancellation timeframe, As a result, [redacted] 's Dental coverage has been cancelled effective May 17, per her requestA new refund check will be issued and mailed to [redacted] on November 15, in the amount of $77,21, This will bring resolution to [redacted] 's refund request.We apologize for inconvenience that may have been caused.Should you have any questions regarding the information above, please do not hesitate to contact me at [redacted] .Thank you,Larry G
Please see my response to the following complaint Complaint ID: [redacted] Submitted: 5/21/@ 12:40:pm Customer: [redacted] On 10/15/@ 15:pm [redacted] contacted Trion to inform us that she would be terminating employment and inquired how to terminate her benefits The Employee Advocate she spoke to explained that her employer would contact us with the termination information however her medical, dental & life benefits would continue through the month of her employment termination and that her Flexible Spending Benefits would terminate the date of separation No action was required on her part There is no record of ** [redacted] contacting Trion again until 4/10/14, when she contacted us twice at 12:pm & 12:pm Additionally, Trion did receive a call on 4/10/from a male caller who identified himself as [redacted] , by providing the DOB, participant address and last digits of the SSN for *** Below you will find the details of these three calls On 4/10/@ 12pm ** [redacted] identified herself as a former employee and inquired about how to claim her dependent care expenses The Employee Advocate provided correct information notifying ** [redacted] that the claim filing deadline was on 3/31/ ** [redacted] also expressed that her employer did not provide guidance and that she was unaware that she had to file any claims until she received her W- ** [redacted] explained that she contacted her employer and the human resource department stated they would transfer her to someone who could better explain She was unaware of who she was transferred too On 4/10/@ 12:** [redacted] contacted our office again explaining that she was unaware of the process to file claims The Employee Advocate again explained that all claims for the plan year needed to be filed by 3/31/and that this was explained in her benefit package as well as on her employee benefits website The employee advocate also explained that since the funds weren’t claimed from the plan they were forfeited as of 3/31/ ** [redacted] admitted that she did not access the enrollonline website and accused Trion Employee Advocates of making things up as we went along During this phone call the Employee Advocate did reference that the 3/31/filing date was an IRS regulationThis comment was made because this is the claim filing deadline which is documented in the employer Summary Plan Description On 4/10/@ 1:pm a male called into the center identifying himself as ** [redacted] He acknowledged that he no longer works for the employer and that he spoke to his Human Resource Department He stated that he understood it was his fault for not having a clear understanding of the plan and how it worked and relied on suggestions from his HR Department He also admitted that he didn’t review his benefits because he didn’t think he needed too and neglected to do so which was his problem He provided a phone number other than the numbers provided by ** [redacted] for a return call should the call get disconnected ** [redacted] contributed $2,toward the dependent care reimbursement plan during her time employed in She stated that she does have valid claims, however at this time there has not been any claims submitted to the Trion Spending Accounts Claim Department Based on the clients plan design, any funds not claimed by the March 31, deadline are forfeited Should you require further information regarding the details listed above please do not hesitate to contact me at your convenience Thank you [redacted] Trion Group, a [redacted] Renaissance Blvd King of Prussia, PA Phone [redacted] Fax [redacted] Mobile [redacted] www.trion.com This 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 addressedIf 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 prohibitedIf 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 emailYou 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 programThank you
On February 16, 2016, [redacted] ***'s spouse called into Trion Benefit Service Center to inquire why their account was not working onlineThe Employee Advocate (EA) attempted to assist the spouse with troubleshooting her error when attempting to reach the spending accounts pageThe EA uncovered that the [redacted] showed terminated in the system, to which [redacted] confirmed his terminationThe EA advised that due to termination, they would not be able to log into the system to access the accountEA advised that the account ends on the date of separation February 12, 2016, and would not be able to access the funds after separation unless he requests to continue the FSA through COBRAIf he does not, he will have until May 13, to submit any claims incurred prior to his date of separation [redacted] then inquired how they could submit those claims, to which the EA provided the claim form and filing instructions via email [redacted] advised that her spouses severance paperwork included an earlier filing date of March 31, 2016, to which the EA advised to use the filing date from the severance paperwork, as that may supersede the information on the online portalThe EA reiterated that even though the filing date may be different, they could only file for Date of Service prior to termination unless continued through COBRA.No other questions were asked during this call and the correct process for filing the claims was explained to [redacted] ***.On March 15, 2016, [redacted] ***s spouse called into the Trion Benefit Service Center to inquire if there was an option to email claims rather than faxing or mailingThe EA provided spouse with FSA email [email protected] inquired if a credit card receipt would suffice for claim submission, to which the EA advised that an Evidence of Benefits would be needed or, something that includes the Date of Service, claim amount, and claim recipient.No other questions were asked during this call and the correct process for filing claims was explained to [redacted] ***.On April 15, [redacted] called in to inquire about the denial of a claimShe advised the claim was partially denied and stated the denied portion was for RX services that were received on March 1, The EA advised that the Date of Service for the denied portion of the claim occurred after the termination of benefits for [redacted] ***, therefore was ineligible [redacted] advised that the previous rep told her that the final Date of Service that the funds could be used was March 31, 2016, to which the EA advised that is the final filing date, not the final service date [redacted] inquired if they would be able to resume the FSA and submit claims if they choose to elect through COBRA and the EA advised yes, if they go through with electing the FSA through COBRA, they will be able to resubmit that claim to be processed, as the employee would be continuing the FSAThe EA also advised the account would still show terminated and expenses after the date of termination would not be reimbursable until they elect and pay for the FSA through COBRA .No other questions were asked and the correct information was provided regarding filing the claim.On April 29, 2016, [redacted] called in advising that she completed the COBRA election online but did not make a paymentShe inquired if she is sending payment via mail, Would she need to re-submit her COBRA election formThe EA advised that since elections were made online, she did not need to mail another election form but would need to remit her paymentThe EA also advised that once the payment is received, the benefits would take 7-business days to be updated with the respective carriers [redacted] advised that they had payroll deductions for FSA prior to his termination but inquired if once the COBRA was active, they could submit claims for reimbursement for Date of Service after his termination, to which the EA advised yesThe EA advised if FSA coverage was elected through COBRA, they Could submit claims as long as the COBRA was active.No other questions were asked and the correct information was provided regarding -filing the claim[redacted] called on June 8, advising that she was going to resubmit a claim that was previously denied and wanted someone to make a note on the account that she was resubmitting, as the claim was sent in once beforeThe EA advised she would make a note on the account, so that it could be referenced if need beThe note was included on the account[redacted] called in on June 9, to advise that the claim she resubmitted the previous day did not go through because the file was too largeShe requested that another note be placed on the account, as she was going to have the files compressed and resentThe EA advised she would note the account[redacted] called on June 15, that the claims she submitted were denied and that she could not access the Spending Accounts Service Center due to her spouse not being an active EE, therefore she could not view the denial reasonThe EA advised that the claims from March 1, and May 31, were denied because the account was terminated on February 12, [redacted] stated that in March she was advised that she could submit FSA claims once on COBRA, to which the EA advised only if he elected to have the FSA through COBRA would the claims be acceptedThe EA advised that because they did not elect the FSA through COBRA, they did not have access to the funds [redacted] indicated that another representative told the that as long as their medical insurance was active through COBRA, they could submit toward the FSA for reimbursementThe EA advised that information was incorrect, and that the only way to submit claims that were incurred after the termination date would be to elect FSA through COBRA.The below shows the enrollment options that [redacted] elected on April 26, FSA was not selected when he enrolled in COBRA
September 25, Dear [redacted] In response to the above mentioned complaint, please be advised we have researched the issue and have outlined below the activity which occurred on [redacted] 's account6/5/- Trion received signed Cobra Election form and payment with first day of coverage 5/18/14.6/6/- Cobra Service Representative processed the Cobra election form and sent notification to the carrier, 6/16/- [redacted] questioned the termination date as they showed active coverage ending 04/30/6/16/– Cobra Service Representative sent request to client to confirm 04/30/termination date6/25/- Cobra Service Representative completed a follwith client on the 04/30/termination date7/1/- Cobra Service Representative followed up with the client again regarding first day of Cobra7/15/- Client confirmed termination date to be 5/17/7/16/– Cobra Service Representative informed [redacted] that the first day of Cobra is 05/18/per client confirmation 7/21/14- [redacted] confirmed coverage 7/7/- [redacted] contacted Trion Custom Service Center stating she sent in a fax for a refund request for her Dental coverageThe Cobra Service Representative did not receive the fax7/18/- [redacted] was terminated through Trion's Cobra system as of 5/31/due to Cobra grace period expiration for no payment received, 8/13/– Trion Customer Service Representative advised [redacted] a refund would be sent to her on September 15, 2014, 8/27/- Refund of $was processed based on the pro-rated premium back to 5/18/and mailed on 9/17/14.Trion Cobra refunds are processed monthly at the end of each monthThe COBRA Refund checks are mailed to the participants on the 15th of the following monthShould you have any questions or concerns regarding the information documented above, please do not hesitate to contact me at [redacted] .Thank you,Larry G Trion Cobra Supervisor
W [redacted] , Terri < [redacted] @trion-mma.com>3:PM (minutes ago)to me, [redacted] Dear [redacted] ***,Complaint [redacted] Submitted 11/19/12:amCustomer: [redacted] As a Third Party Benefit Administrator, we are required to follow the Health Insurance Portability and Accountability Act (HIPAA) of 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] , [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 follfrom [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 follfrom [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-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 listedThank you." We received no follfrom [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 faxPlease email the form back to me or fax to ###-###-####Thank you." As of December 1, 2014, there has been no follfrom [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 addressedIf 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 prohibitedIf 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 emailYou 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
June 1, 2015On Tuesday, May 5, 2015, customer [redacted] called into the COBRA Service Center requesting information regarding the last day to elect COBRA, and if her COBRA account would remain terminated until she made paymentThe customer service agent confirmed that the COBRA coverage would not be reinstated until the election form and the premium payment was received.On Monday, May 18, we received a check for COBRA premium payment from customer [redacted] in the amount of $3,The payment covered medical and prescription through the end of May Unfortunately the request to update coverage was not forwarded to the carrier in the processing time and the medical and prescription benefits were not updated.On Friday, May 22, at 4:24pm, we received a voicemail and an email message from customer [redacted] When the message was received, all Trion offices were closed in recognition of the Memorial Day holidayAn outbound call was made to the customer on May 26, when the office reopened and a voicemail message was left asking [redacted] to contact us at her ConvenienceNo Other calls were received into the COBRA Service Center for this customer.On Saturday, May 23, 2015, the COBRA Client Service Representative (CSR) for the [redacted] account, received an email from the [redacted] Human Resource (HR) contact requesting that the RX for this employee be updatedSince the Trion offices were closed, the email was not received until Tuesday, May 26, 2015.On Tuesday, May 26, at 8:21am, the CSR forwarded over an urgent request to ***, asking for the RX to be updated [redacted] responded back at 11:06am stating that the RX was updatedAt 11:12am, the CSR notified the [redacted] HR contact that the RX had been updated.On Friday, May 29, the [redacted] HR contact reached out the COBRA CSR, informing her that the coverage was still not updatedThe CSR sent over a second request to [redacted] at 3:32pm informing them that the RX was not updatedAt 3:57pm, [redacted] responded back that the employee, plus dependent were updated with coverage back to April 14, The CSR responded to HR at 4:10pm informing them of this information.As of Friday, May 29, 2015, the medical and prescription benefits for [redacted] were updated with [redacted] and the employee was notified by her previous employer of this information.Terri W
June 1, On Tuesday, May 5, 2015, customer [redacted] called into the COBRA Service Center requesting information regarding the last day to elect COBRA, and if her COBRA account would remain terminated until she made paymentThe customer service agent confirmed that the COBRA coverage would not be reinstated until the election form and the premium payment was received.On Monday, May 18, we received a check for COBRA premium payment from customer [redacted] in the amount of $3,The payment covered medical and prescription through the end of May Unfortunately the request to update coverage was not forwarded to the carrier in the processing time and the medical and prescription benefits were not updatedOn Friday, May 22, at 4:24pm, we received a voicemail and an email message from customer [redacted] When the message was received, all Trion offices were closed in recognition of the Memorial Day holidayAn outbound call was made to the customer on May 26, when the office reopened and a voicemail message was left asking [redacted] to contact us at her ConvenienceNo Other calls were received into the COBRA Service Center for this customerOn Saturday, May 23, 2015, the COBRA Client Service Representative (CSR) for the [redacted] account, received an email from the [redacted] Human Resource (HR) contact requesting that the RX for this employee be updatedSince the Trion offices were closed, the email was not received until Tuesday, May 26, On Tuesday, May 26, at 8:21am, the CSR forwarded over an urgent request to ***, asking for the RX to be updated [redacted] responded back at 11:06am stating that the RX was updatedAt 11:12am, the CSR notified the [redacted] HR contact that the RX had been updatedOn Friday, May 29, the [redacted] HR contact reached out the COBRA CSR, informing her that the coverage was still not updatedThe CSR sent over a second request to [redacted] at 3:32pm informing them that the RX was not updatedAt 3:57pm, [redacted] responded back that the employee, plus dependent were updated with coverage back to April 14, The CSR responded to HR at 4:10pm informing them of this informationAs of Friday, May 29, 2015, the medical and prescription benefits for [redacted] were updated with [redacted] and the employee was notified by her previous employer of this informationTerri W
October 28, 2014Dear [redacted] ***This communication Is In response to the above mentioned complaint that was received at Trion on October 27, 2014, Trion completed additional research and discovered that [redacted] sent In a fax on June 20, to cancel her dental coverage within the appropriate cancellation timeframe, As a result, [redacted] 's Dental coverage has been cancelled effective May 17, per her requestA new refund check will be issued and mailed to [redacted] on November 15, in the amount of $77,21, This will bring resolution to [redacted] 's refund request.We apologize for inconvenience that may have been caused.Should you have any questions regarding the information above, please do not hesitate to contact me at [redacted] .Thank you,Larry G