ComplaintsforNavia Benefit Solutions

• Initial Complaint

  03/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 28 October my employer closed the doors of the plant where I worked. On November 14 I elected to accept COBRA for my dental and vision insurance. This was to be paid monthly to Navia Benefit Solutions at P.O. Box ****, *******, ** *****. I paid each month and had no issues through 12/31/2022. My wife had an appointment on 1/10/2023 and my EOB from the dentist that I got in February stated that we had no coverage in place at the time of the appointment. I contacted Navia Benefit Solutions customer service and they suggested I contact the dental insurance provider. I did and was told that my coverage ended 1/1/2023. I contacted Navia Benefit Solutions again and after numerous phone calls and emails I was finally told that my previous employer had terminated the relationship with them. I asked why they continued to cash my premium checks and was told they returned the money to the previous employer. The 3 months of premiums are a total of $178.59. My previous employer filed bankruptcy and sold the company so I am having trouble contacting them. I believe Navia Benefit Solutions had a responsibility to return my checks and notify me that they were no longer working for my previous employer.

  

  Business response

  03/20/2023

  Hi *****,

  We're sorry to hear that you don't have insurance coverage. I have forwarded your complaint to our COBRA management team. They will be reaching out to your directly to work towards a resolution.

   

  Best, 

  *******************

  Navia Benefit Solutions

  Customer response

  03/20/2023

   
  Complaint: 19615043
  
  I am rejecting this response because:  I have attempted to get this resolved since 23 February 2023. 
  
  Sincerely,
  
  *********************

  Customer response

  03/23/2023

   
  Complaint: 19615043
  
  I am rejecting this response because:
  
  I did not agree with closing this complaint because other than some emails asking for some information, I have not been notified as to what the business is going to do.  To me, that would be a requirement to close this complaint.  The business may have responded to you, but what do they intend to do?
  
  I filed the complaint and I would think that I need to be satisfied for the complaint to be closed.  If I don't hear from you or the business, I will just file another complaint.
  
  Thanks
  ************************
  

  
  

  

  Business response

  04/05/2023

  Hi *****,

   

  We're verifying with our accounting department to see what's going on with your refund. Our COBRA service manager will be reaching out to you directly with her findings soon.

   

  Best, 

   

  Navia Benefit Solutions

  Customer response

  04/06/2023

   
  Complaint: 19615043
  
  I am rejecting this response because:

  According to my dental insurance, coverage was terminated on 1/1/23.  I paid my premium for ******** February and March.  I received a refund for the March payment.  Your response said I would need to contact my previous employer however they are no longer in business.  How do you recommend I contact them?  Refund my January and February payments and we can close this complaint.
  
  Sincerely,
  
  *********************

  

  Business response

  04/14/2023

  Hey *****,

   

  We apologize for the delay in response. We're currently looking into your refund. Our COBRA manager will reach out to you directly once we have confirmation on your funds. 

   

  Best, 

   

  Navia Benefit Solutions. 

  

  Business response

  04/26/2023

  Hi *****,

  We apologize for the delay on your case. We are refunding you for both January and February premiums. Below are copies of communication from our COBRA department manager:

  3/20/23: Checks **** & **** are being processed as refunds directly from us. The only remaining piece is check ****, which was applied to your January premium prior to Gissing North America being terminated in our system. Im checking with our internal ********************* to verify this payment, and where it was sent/if it was sent yet. I should be able to get this adjusted so that were sending this premium directly to you, but I will keep you in the loop as I receive information from them. 

  4/25/23: . We will be refunding your January premium directly back to you, and it will be mailed out tomorrow morning. Im having our Accounting team apply a tracking number to this for some peace of mind considering how long this has taken to verify! Ill follow up with the tracking number once received; I should have this tonight by 5PM PST.

  You should also be receiving tracking number for the January payment from our COBRA department manager soon. 

  We're sorry for how long this has taken to resolve and we appreciate your patience. 

  Sincerely, 

  Navia Benefit Solutions

  Customer response

  04/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On December 8, 2022 after several discussions with Navia ******** Services I submitted a dispute (attached email). The contents are as follows: "I contacted Navia regarding my December 2022 transit order for my Clipper Card. Up until this time my orders have been successfully placed, however, this time the amount ordered was not received as ordered. As your system will reflect, the order was for two BART *** 45/48 products to be loaded to Clipper Card **********. As the attached Clipper Card Transaction History for that card shows (covering the time period in question), those funds were never loaded. The statement does show that previous Navia orders were successfully loaded. I contacted Clipper ******** Services twice in person and I spoke to 2 live agents at the Embarcardero Station Kiosk. All Clipper agents informed me there were no pending transactions for two BART *** 45/48 products to be loaded to Card ********** and that none had been received. I also spoke to Navia ******** Service to no avail. There is an outstanding amount of $90 that is unaccounted for by Clipper and Navia. I request that Navia conduct an investigation into this matter to confirm if the funds were properly sent to Clipper. If so, please provide me with all supporting documents, batch numbers, dates, and routing numbers. If I need to pursue this further with Clipper I need this information. If the order was never processed to completion, please load this amount onto the new Navia Debit card I recently ordered. I ordered a debit card in hopes this error does not occur in the future (I intend to load those funds myself onto a Clipper Card)."As of this time, Navia has failed to respond to my dispute, offer any assistance, or account for the funds that remain outstanding.In order to alleviate this error from occurring again I ordered a debit card to have funds. The original order was cancelled automatically within their system. I was informed of this on 12/16/2022 when I ordered a new debit card. I again ordered a debit card and Navia has failed to send the debit card.At this time, Navia still has not provided the $90 paid by myself and my employer for my transit benefit for the month in question (see documents). Additionally, Navia has not sent a debit card for loading of those benefits since 12/16/2022.

  

  Business response

  03/14/2023

  Hello ***********,

   

  We're sorry to hear you have an issue between your Commuter Benefits account and your Clipper card. I have forwarded your complaint to our management team. They will be reaching out to you directly to work towards a resolution. 

   

  Best Regards,

   

  *******************

  Navia Benefit Solutions

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We paid Navia to pay our health insurance through ***************** since we are enrolled in the cobra plan they are the middle man. Navia never paid our $1308 to ***************** so anthem deactivated our health insurance for the month of February. We were not informed our insurance was cancelled and found out because my wife tried to go to a diagnostic mammogram but had to cancel the appointment because she was uninsured. She had to pay out of pocket for her other appointment that was earlier in February because that too was not insured. We called Navia and told them we want a refund for not having the coverage we paid for. They gave us the run around in the phone pushing us to retro-activate the insurance saying we would not receive a refund we reassured them that we do not want to activate the insurance 2 days before February is over and my wife already lost one appointment and had to pay out of pocket for another appointment because of their negligence. The basically stole our money and didnt pay the insurance company. Now they wont give me a refund even though we have proof that we were not covered for February even though we paid. We want a refund this is absolutely unacceptable to take someones money and not pay for the service resulting in the loss of coverage effecting the customers health and well being.

  

  Business response

  03/14/2023

  Hello ****,

   

  We're sorry to hear you've had issues with insurance coverage. I have forwarded your complaint to our COBRA management team. They will be reaching out to you directly to work towards a resolution.

   

  Best Regards,

   

  *******************

  Navia Benefit Solutions

  Customer response

  03/23/2023

   
  Complaint: 19590529
  
  I am rejecting this response because:
  
  Hello my name is **** and Im still trying to get my refund from Navia benefits solutions. *** reached out to them to see if they sent out the check and Im just waiting on a response. But there is still NO solutions to my problem. Thank you for reaching out and I will keep you updated when it is resolved. 
  
  
  

  
  

  Sincerely,
  
  *****************

  

  Business response

  03/29/2023

  Hi ****,

  It looks like our COBRA Services manager reached out to you on Monday, March 27th confirming that your refund was mailed on Friday afternoon. Please see her email content below:  

   

  Good morning ****,
  
  I hope you had a wonderful weekend! I received confirmation that your refund was mailed out Friday afternoon. You should receive them in the mail this week.

   

  If you do not receive your refund this week, please reach out to our COBRA services manager, ***** - who you've been in contact with. 

   

  Best,

  
  Navia Benefit Solutions

  Customer response

  04/04/2023

   
  Complaint: 19590529
  
  I am rejecting this response because:
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me. Due to the fact that its April 4 and still have not received any check/ refund that was supposedly sent out March 25?!
  
  Sincerely, 
  
  *****************
  
  

  

  Business response

  04/17/2023

  Hi ****,

  According to our COBRA manager your refund has been processed, completed, and your complaint is handled. If this is incorrect, please work directly with our COBRA manager, *****. 

   

  Best Regards,

   

  Navia Benefit Solutions

  Customer response

  04/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On the 27th of February 2023 I paid more than $2,000 to Navia as COBRA administrator to continue my former employer's health benefits/insurance, just in time to assure continued coverage. As the days passed I checked with the insurer if they covered an expensive antibiotic that my partner needs rather urgently and, to my dismay, it turned out that my coverage had been terminated and that simply because they did not receive anything from Navia. After calling Navia I was told it would require **** days for the insurer to get payment and information, in effect depriving us of coverage for several days... a few more days went by and I decided to check with the insurer how this is supposed to work and what I learnt is that a good-faith, decent COBRA administrator gets this information to them within about a business day, which makes sense given that people depend on this for their healthcare.So, Navia, what are you doing with that money that we paid you and the insurer has never seen? Lumping it together to get a nice interest while your customers are kept languishing with no health insurance coverage? Should federal authorities get interested in this little scheme?If not, then get your act together, this is not rocket science!

  

  Business response

  03/08/2023

  Hey ****,

   

  We're sorry to hear you've had issues with insurance coverage. I have forwarded your complaint to our COBRA management team. They will be reaching out to you directly to work towards a resolution.

   

  Best,

  
  *******************

  Navia Benefit Solutions

  Customer response

  03/08/2023

   
  Complaint: 19549408
  
  I am rejecting this response because:

  Navia Benefit Solutions people keep promising to look into this, to communicate to the insurer that we have paid for continued coverage (medical, dental, vision), and that has not happened yet, just empty promises. I will be satisfied when words are followed by positive actions and results.

  I look forward to hearing from them and a confirmation that they acted from the insurer. That has not happened yet.
  
  Sincerely,
  
  *****************

  

  Business response

  03/14/2023

  Hello *****************,

  
  Our COBRA manager has responded to you directly. Just in case you did not receive her message: Weve received your escalation with the BBB I wanted to check in here to see if youre still having issues accessing your coverage? I received confirmation from the Cigna eligibility team on 3/8 that your coverage was reinstated; from there, it can take ***** hours for all portals to update,but you shouldnt have any issues verifying eligibility. Please let me know.

  Please work with her directly to get this resolved! We're sorry to hear that your coverage has not be reinstated. 

   

  Best Regards,

  *******************

  Customer response

  03/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since January 6, 2023, I've been trying to resolve an issue created by Navia Benefits with my COBRA payments. They failed to mail me my benefits election and when I reached out to my former employer, they "reinstated" my health care provided I make payment. All fair. I've been trying for the last month and half to make payments, both via email and phone. I was able to make ONE payment at a time, then would be forced to call in to make another payment because their "support" can't enable the website to take my payments. Each time I call and make a payment, I have to pay a $20 convenience fee. I'm beyond frustrated and think its absolute highway robbery to have to pay 80 dollars in additional fees due to this company's failure to provide a pretty simple payment interface. All the while my healthcare shows up as "terminated" and I can't go to the doctor.

  

  Business response

  03/02/2023

  Hello *********,

   

  We're sorry to hear that you've had issues with having coverage. I am forwarding your complaint to our management team. They will be reaching out to work towards a solution. 

   

  Best, 

   

  *******************

  Navia Benefit Solutions

• Initial Complaint

  02/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to contact an actual human for customer service so I can get help with my claim, but I have not been able to. Only an automated message with no option to speak to anyone. I've emailed as well and nothing. I just need to speak with someone. I have MANY questions.

  

  Business response

  03/02/2023

  Hello *******,

   

  We're sorry to hear that you're having trouble submitting a claim and getting some help. One of our customer service representatives will be reaching out to you to help you resolve your issue.

   

  Best,

  
  *******************

  Navia Benefit Solutions

• Initial Complaint

  02/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have now attempted two times to transfer funds from a previous employer-provided HSA account to my current employer-provided HSA account. After being told that my initial submission was inappropriate and could not be fulfilled, I asked to see what forms I submitted. Navia's customer service representatives could not provide it and provided me with non-working phone numbers and incorrect mailing addresses. I have made my intent clearly known to Navia. Based on this completely unhelpful customer service and irresponsibility in transferring custody of my funds, I would not consider doing business with this company in the future.

  

  Business response

  02/24/2023

  Hello,

  We're sorry to hear that you've had issues transferring funds into your Navia HSA. I have forwarded your complaint to our management team, they will be reaching out to you directly to work towards a solution.

   

  Best Regards,

   

  *******************

  Navia Benefit Solutions

• Initial Complaint

  02/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello,I left my previous job on 12/28/2022 and had benefits through ********* Network until 12/31/22. Navia sent me COBRA information that although was extremely expensive, I needed to purchase as I have two children on the autism spectrum, one of whom uses insurance daily to cover various therapies. I submitted my elections and paid the initial payment, which was set to cover the month of January. Today, it is Feb 11th and we still dont have active coverage. My son is at risk of losing vital services and the rest of my family is unable to seek standard medical, dentist services, etc. Navia has not answered any of the three emails I have sent to them and when they finally pick up after hours of waiting, they place blame on ********* Network for not activating. When I call ********* Network, they tell me that they were never notified of my payment. This has been a terrible nightmare. The only correspondence *** received from Navia is more payment coupons. My monthly premium is $1598 for my family. Please assist me. Id also like to know what options we have considering we paid for a month of insurance we werent able to use. Thank you.

  

  Business response

  02/14/2023

  Hello ******,

   

  We're sorry to hear that you do not have active coverage after paying your COBRA elections. I have sent your complaint to our COBRA management team. They will be reaching out to you directly to work towards a resolution. 

   

  Sincerely,

  *******************

  Navia Benefit Solutions

• Initial Complaint

  02/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was laid off from my job in December of 2022 and my former employer uses Navia as their benefits administrator. I elected to continue my medical, dental and vision coverage through COBRA and submitted my election forms and January premium payment to Navia. They initially mailed correspondence back to confirm they had received my election form, but claimed I had not made my premium payment. However, the check had already been cashed on 1/9/2023. I only found out y coverage was not active when trying to fill a prescription at the end of January. I contacted Navia in late January and spoke to someone who assured me that they had made a mistake on their end (and that she had dealt with several customers as of late who had a similar issue). She confirmed on her end that payment was received, and ensured me that my coverage would be activated immediately, within 3 days when I had to have a diagnostic mammogram. My coverage is still not active as of today, 2/5, and I have several medical appointments happening in the next few weeks, including having to have a biopsy because cancer has been potentially detected. This is stressful enough, and I don't trust Navia to resolve this issue when I call them. I have also made my February premium payment, and that check was immediately cashed on 1/31/2023. It is despicable that this company would cash customers' expensive claim payments and not take the action needed on their end to ensure these customers have the health insurance that they have paid for.

  

  Business response

  02/06/2023

  Hi ****,

   

  We're sorry to hear you've having issues with your COBRA coverage and we wish you the best with your upcoming tests. I have forwarded your complaint to our COBRA management team. They will be reaching out to you to reach a resolution. 

   

  Sincerely,

  *******************

  Navia Benefit Solutions

  Customer response

  02/06/2023

   
  Complaint: 19337618
  
  I am rejecting this response because: no one has contacted me, and before filing my complaint, I already spoke directly with Navia and they told me that they had activated my insurance coverage. I do not trust that my issue will be resolved if I speak to them again, because they lied about it the first time. The only resolution I will accept is to have my insurance coverage activated with Anthem, as well as with my vision and dental insurance providers. 
  
  Sincerely,
  
  *********************************

  

  Business response

  02/27/2023

  Hello ****,

  You should have received an email from our COBRA **************** Manager with information about your case. If you did not receive it, I have copied it here: 

   

  I hope this e-mail finds you well! My name is *****, and I'm the manager of the COBRA **************** team at **********************. I'm reaching out in regards to the complaint filed earlier this month with the Better Business Bureau regarding your payments and insurance coverage.
  
  Firstly, I'd like to apologize about the experience you've had with us thus far. Your check (#*** postmarked on 12/28/2022) was missed during the initial processing, and also missed after you had called to check in on the status on 1/27/2023. The check has since be applied, however for it to be not applied to your account for that amount of time is unacceptable. I've checked in with our payment processors as well as the representative you spoke with in January for additional training so that this does not happen in the future. All payments are typically applied within 1-5 business days of the cashed date, and this is the experience you should have moving forward. For yours to go unapplied for as long as it did is not our standard, and not something we take lightly. 
  
  I have received confirmation from Anthem that your coverage has been reinstated, and I'm waiting for confirmation from Guardian to confirm that your dental and vision insurance has been activated. We sent notifications to Anthem & Guardian on 2/7/2023 to reinstate your coverage - typical turnaround time for carriers is about **** business days, so everything should be good to go,but again just waiting on Guardian to confirm that's the case. I will confirm with you once I receive this confirmation from Guardian. 
  
  Again, I do apologize about how long this took, and that your experience with us did not start off on the right foot. I'm hoping we can turn this around. If you would like to review any of this on a call, please let me know - I'd be more than happy to do so. You can also send any additional feedback to this e-mail and it will come directly to me. 
  
  
  
  
  Kind regards,
  ***************************
  COBRA **************** Manager
  **********************, Inc.
  
  

   

  Please work with ***** to resolve your case.

  Best Wishes,

   

  *******************

• Initial Complaint

  02/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I spoke with *************************** more than a week ago wanting to cancel Cobra. She directed me to the **************************************************** for the requests. Then, asked her if I would be receiving a letter of confirmation for cancelling. She said a confirmation letter will be received. I proceeded to ask the question a 2nd time to make sure I was on the same page. ****** then proceeded to snap at me and stated she hates it when people ask the same question twice. I then explained why I was asking a second time (to make sure I was on the same page), ****** then proceeded to state we are ending this call now. I sent in the cancellation request to ****************************************************, asked if I would be receiving a benefits cancellation confirmation letter, and asked who I can send feedback to. I received an email confirming my cancellation request and no answers to the two questions from ****** on 1/28/23. I replied asking for an answer to my questions 2 more times and never heard back from Navia. I need a letter of confirmation to show proof of insurance.

  

  Business response

  02/06/2023

  Hi ******,

   

  We're sorry to hear you received less than satisfactory customer service from us. I have forwarded your complaint to our **************** team. They will be reaching out directly to work towards a resolution.

   

  Sincerely,

  *******************

  Navia Benefit Solutions

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩