Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
We began working with BenefitMall when our current broker decided to add them as our co-broker. Most likely because we are a small business with a very small group plan. They dropped the ball immediately and we scrambled to get a health insurance plan in place by Jan 1, 2023. They admitted that they dropped the ball initially but would work to repair our first impression.I then come to find out in February 2023 that the old plan was never cancelled properly and the insurance company is charging us twice for 2 separate accounts (on the same people). Please note that I am not upset at the insurance company itself, but the broker that was in charge of the paperwork. I've now gone back and forth with them multiple times as soon as I figured out the issue and the main person that we were working with is no longer at the company (but nobody wants to claim fault either). Finally, after no update and already another debit coming out of the account--I called the ********************** company directly to address the issue in which they said that there is no indication in the file that the brokers are attempting to terminate the plan.I've never been so upset with a company before that I've felt compelled to write a review but we are currently out over $20k that I will have to hope that the insurance company will understand the issue and be willing to credit back our OTHER group that we have also been paying on.Business response
04/28/2023
Hello ****************,
We sincerely apologize for the trouble caused. Our team was able to connect with All Savers and submit the termination and refund request. The team recently reached out to you via email to provide an update and to inquire about the $20k amount as we found the amount to rectify the situation was far less. Regardless, if it is something that BenefitMall was responsible for, we will work with you to make things right.
Thank you for letting us know about this situation. We appreciate you and look forward to a continuing partnership. Let us know if there is anything else we can help with.Customer response
05/23/2023
I am rejecting this response because: The issue has not yet been fully resolved.
The insurance company has refunded $26k dollars that were debited incorrectly since the plan was never properly terminated by the company.
The admin fees that they were charging (about $700) for the plan being cancelled so late have also been refunded.
We are still waiting for $1400 from the insurance company that was paid out on what was supposed to be the terminated plan as they attempt to re-collect these funds on the correct insurance plan.
I don't appreciate the response that it was "much less than 20k" as it was over $27k dollars that was missing from our account until I directly got involved with the insurance company and THEN something happened. They had 1 month to correct the issue before I reached out to them directly. Until we receive the remaining $1400, this will not be considered resolved.
Business response
05/23/2023
Our customer service team contacted the ********************** company and confirmed that a check was mailed in the amount of $1,424.45 on May 17, 2023. Normal delivery time takes **** business days.
Customer response
05/24/2023
Issue has been officially resolved. We just received payment for the remaining balance of $1424.45 from our insurance company today.Customer response
05/26/2023
Issue has been officially resolved. We just received payment for the remaining balance of $1424.45 from our insurance company today.Initial Complaint
07/26/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On June 7,2021, I requested for the fourth time that BenefitMall (brokers for MassGeneral Insurance) send me the promised health card to show my dentist and optician. All premiums have been paid promptly and update. This is bad business practice. Group Number XXXXXA-779 Service Rep: Team P Thank you for any assistance you can provide. Adrian ** *****Business response
11/23/2021
Business Response /* (1000, 17, 2021/09/27) */ Hello, From our records, it appears that a request for the dental and vision insurance cards was requested from the carrier by the representative on 7/6/2021. The information we have from the carrier states that if services are needed with the dentist or optometrist, you are able to provide your SSN (which was also verified as correct on the account) and the Dr.'s office can verify your insurance. If additional assistance is needed, please connect with your insurance carrier as they will be able to assist you. Thank you
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.