Via Benefits

We will reach out the participant directly to assist with reimbursement account needs We will contact them within 1-business days

A portion of this customer’s complaint seems directed at BCBS and their inability to provide the material that the customer asked to receiveAs an insurance exchange we can assist the customer in requesting information from an insurance carrier, but unfortunately we do not have the ability to ensure that the carrier complies with the customer’s wishesThe customer complained that our associate promised to call him at 9am on 1/15/Our records indicate that our associate did call the customer on 1/19/at 11:amOn this call, our associate explained to the customer the information that was needed to file a claim and how to file a claim for reimbursement from his HRA accountAlso, on the same call, our associate spoke to the customer’s wife to answer her questions about her plan and made a 3-way call with the insurance carrier to make sure that her needs were addressed with the carrierAt this point we believe we have done everything we can do to address the customer’s concerns and we are very sorry for any inconvenience that we may have caused

Complaint: [redacted] I am rejecting this response because:RE: ID [redacted] Dear Lisa W [redacted] ,Thank you for contacting Towers Watson One Exchange and taking action on my behalfThough I appreciate the company's apology, I do not yet feel they have fulfilled their obligation to meI have received about one tenth of the reimbursement that is currently owed to meBecause I applied for my HRA in January (and should have begun receiving my information some time in March, a packet which contained reimbursement forms, so that I could not even apply for my HRA until mid-June when I received the forms and packet)By then I had paid my insurance premiums for July (April, May, June, and July), but I had to wait until I could get my bank statement to prove payment before I can send in the reimbursement formsSince I am now owed reimbursement for four months of insurance premium payments, it is a complicated and lengthy process to apply for the rest of what I am owedAs a result, I will not be able to complete all the forms and the process required within the seven days you require for my responseConsidering my past experience, I feel assured that this matter will not be resolved within that timeTherefore, I will contact you again after my paperwork is completed and the reimbursement delivered to meMy complaint will then be resolved to my satisfaction.Sincerely,Gail D [redacted] Sincerely, Gail D [redacted]

Before I created this review, I read the many complaints previously submitted and found that I had the same "Via Benefits" System access issues. After several successful logons, I have been unable to view any "Plans". I called several times, explained the issue to the CSR's, was told they couldn't help and then was transferred to "Enrollment" who in turn transferred me back to CSR's again. Total time spent 1 hour. I then submitted detailed emails to the "Support Team" on 2 separate occasions, and was assigned separate case numbers Both replied in 3 days to call the general number and speak with a CSR's as the resolution. They continually have me going in circles, with no hope of a resolution or clarity. As a retiree of JPMC, I am appalled at the total lack of competence, quality, training, job knowledge, customer service and accountability! There appears that no one on these teams knows enough to answer the specific, general questions brought before them by the retirees who are trying to make informed decisions about their healthcare. What ever happened to the customer service and quality control reputation that J. P. Morgan used to pride itself on?

I just want you folks on hold with VIA Benefits to know that I have had 6 calls to them today (spent approximately 4 hours--cut off 3 times). My wife was told that she would have to call back to complete the application that we had started for her. She called 3 times..she had been on hold on hold for 2.5 hours then got someone who said she would finally transfer her, but that 124 people are in the CUE (on hold) ahead of her...so we have now been on hold for close to another hour...with no end in site.

How does Revdex rate them as 5 stars?

Via Benefits totally sucks. I am waiting on the phone for them now, as I type this. All I want to do is add Part D coverage to my Medicare Supplement Plan. Should be easy. Should even be doable on their web site, but as best I can tell, it is not. So, I called. I waited for 30 minutes to talk to a representative - who, it turned out, could not help me. After several questions, she put me on hold while she "wrote a few notes". I've now been holding for an additional 15 minutes. I have never, ever encountered such absolutely terrible customer service as what I receive from Via. Unfortunately, my prior employer has contracted with them. I loose their small contribution to cost if I go elsewhere. Bay situation. Via Benefits Sucks

I have been dealing with them for over a year on the same problem. They had someone from another VIA Benefits group give me wrong info which resulted in my Humana Supplement moving to another agent...same coverage, different agent (and they can't say which agent! ), .. The Via Benefits group section that works with employee accounts at Liberty Mutual did not recognize the "change" even though they coverage with Humana is the same. It has cost me over $325 and literally 50 plus hours on the phone.

VIA benefits does not follow through, return calls...you name it. See many examples below. They are horrible.They are a Willis Towers Watson organization.

I have tried to call them about something for days now and on hold so long I have to hang up. I sent them a email to complain. Who knows how long it will take them to respond. This will be the first year going through them for my husband- an Allstate retiree and not looking good. Will be sure to complain to Allstate. I am really worried going forward how it will be to deal with them once he has the insurance. They already messed up with his Wellcare application in regards to credible coverage. This all said- the health insurance situation in our country is in a shambles and it has to change! It's an absolute nightmare! I hope every single health insurer goes out of business. Time for a Canadian system here in the USA!

Complaint: [redacted] I am rejecting this response because:There has been limited effort and results on the part of Tower Watson You still have a good way to go When a claim is denied the suggestion that, “some information is missing and please reapply,” you could indicate what information is missing And minutes on hold just to be told to refile with all information does not help We are now about two and a half years behind My claims for Blue Shield insurance alone would have exhausted these funds Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: First point is there is no day pay term, e.gRetiree incurs major expense December Provider bills Insurance Janor Feb.Insurance pays only small portionProvider bills patient in March or AprilPatient disputes billParties try to resolve May-June to no availHearing set for September and not resolved months later, thus no day rule in effectSecondly Onexchange has mishandle paper work and even lost the refiling in February and never contacted beneficiaryOf course they are claiming they try very hardOne thing I have learned since we employed these folks is that they are very difficult to work with and this is not what the [redacted] Retirees intendedThe purposeof Oneexchange is to process paper and reimburse retiree ASAP and always fault on the side of the retiree if there is any questions! I have been contacted by my former employer and The Board and a Representative of Oneexchange that confirms they messed this one up royally and agreed to get paymentto me as soon as the paper work is processedSo right now they have me in limbo waiting for their call Sincerely, Gary J***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, if they do in fact resolve it Frankly, I'll believe it when I see it Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: What OneExchange is doing is putting the "onus" on myself to on a now yearly basis to receive reimbursement from my second company's HPA I don't know how many other individuals are affected because they hadmore than one company providing a HPA for them My dealings with Tower Watsons OneExchange has been very negative, for instead of "fixing" the software that operates to reimburse individuals they have chosen to "stonewall" and repeat their same messageover and over They certainly are capable of fixing the Payflex software, for as more and more people retire and have more than one HPA, they will either force hardship thru missed reimbursements or the backlash will affect their business! Sincerely, Alfred D***

We will reach out to the participant directly regarding the account status and address his concerns

Again, we are sorry for the inconvenience this matter has caused MrD***As stated previously, a letter was mailed to him on June 29, with detailed instructions on how to set up his reimbursementsIf he is unclear or if he has not received this letter, he should again contact us and we will be happy to assist him We are sorry we have not met his expectations and sorry for the inconvenience this matter has caused, however, we are considering this matter closed

ViaBenefits is terrible. Spent over an hour with them on the phone today and they can't figure out how to get us into their website to view dental plans. Tried 4 times to log in and it keeps trying to send a text message to my home phone #, not my cellphone. Never got past this. Their phones disconnected 3 times, so we had to call back. This is pretty basic technical stuff that they can't seem to master. Very frustrating. How does this reflect on their plans they are trying to sell?

We will contact Mr [redacted] directly regarding his concerns

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] The original problem appears to have been resolved, however a new issue has taken it's place I received a letter that showed the missing payments received, however, there were twelve (12) additional entries for payments processing I may NO ADDITIONAL requests for reimbursement I spoke with a supervisor at Towers Watson One Exchange & it appears that someone else's payment requests were processed on MY ACCOUNT! I was even asked about my wife's premiums (I'm single) There is now an overpayment which needs to be corrected for my account to balance I'm very concerned about someone else's reimbursements being processed into my account Sincerely, [redacted]

After reviewing Mr***'s account, we have verified that her funding has been reinstated back to October This is resolved

Case #: [redacted] Per our records this issue was resolved in November of Our records show that reimbursements were successfully received in November and December of (and ongoing)