Business Profile

Insurance Agency

Via Benefits Insurance Services, LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Via Benefits Insurance Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

102 total complaints in the last 3 years.
30 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:04/22/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have an FSA account with VIA Benefits through my employer so money is being taken out of my bi-weekly paycheck. I am currently a cancer patient in active treatment so my expenses have increased since my diagnosis in 2023. I decided to get an FSA account so that I will always be able to pay my co-pay since I don't have extra money. Today, I went to a chemo appointment and my card was suspended but the contributions from my paycheck aren't suspended. I was unable to get my treatment and this isn't just a mild inconvenience, it's a life-threatening inconvenience and this company is only concerned about a receipt for less than $30 while still taking my money. As of 4/22/25, I have an excess of $71.48 between contributions & expenses and they are still taking money from my paycheck which I cannot use. I want any money over what I spent refunded to me and I want this service cancelled immediately.
Business Response
Date: 04/22/2025
We are writing to verify that we have received this message and will reach out to Ms. ***** shortly.
Customer Answer
Date: 04/24/2025

Complaint: ********

I am rejecting this response because: VIA Benefits lied & did not contact me.

Sincerely,

******* *****
Business Response
Date: 04/29/2025
******* ******s debit card was temporarily reactivated for two weeks, but 2024 expenses still require receipt submission to avoid future suspension. Ms. ***** was informed of this by our ERS agent on 04/24/2025, received guidance on uploading receipts, and plans to obtain them from her physician. She had no further concerns at the time. We would like to request that BBB consider closing this complaint, thank you.
Initial Complaint
Date:04/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a 41-year retired *************** employee. We had great insurance coverage with them until now. They hired Via Benefits to work with us on our retiree medical and so far we are not the least bit impressed. My husband selected a ******** Advantage plan through their site, coverage starting February 1, 2025. He has yet to be added to the health reimbursement account section on the website so we started calling in February to inquire. After waiting 3 weeks for a response we spoke with someone who escalated the case and assigned a case number for us. Shortly after that we received a call from ****** on the escalation team saying that she would be our contact going forward. Although she as been calling us once a week (3/28, 4/4, 4/11 and 4/18), each time she has called she has had no new information for us. Cannot provide any information as to what is going on. Two months and still no answers. Contacting my former employer is a dead end as they just refer us back to Via Benefits. Why cant Via Benefits communicate with *************** to set up the health reimbursement plan for my spouse that was promised to us?
Business Response
Date: 04/22/2025
We are writing to verify that we have received this message and will reach out to Ms. ********* shortly.
Initial Complaint
Date:04/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a HRA account through VIA Benefits on 4-14-2025 i was denied payment on a reimbursement of $90.00 because reason for service was not on the the document i understand that issue but the issues i have is i have been reimbursed for many items that did not have service details in the past for and VIA will not tell me the reason why they reimburse some items and not others, won't say what reimbursements are treated in certain ways, it makes it difficult to to guess what reimbursements to submit just wanted to get something from VIA to clear this issue
Business Response
Date: 04/22/2025
We are verifying that we have received this message and will reach out to Mr. ****** shortly.
Customer Answer
Date: 04/22/2025

Complaint: ********

I am rejecting this response because:
I cannot see what VIA response is
Sincerely,

****** *******
Business Response
Date: 04/29/2025
Mr. ******* was contacted regarding his BBB complaint and the denied claim. He expressed frustration and stated he is waiting for the Explanation of Benefits (EOB) to support his case. Although we offered to assist by contacting the billing office with him, he declined and made it clear he will not withdraw his complaint. We clarified that our intent is to help resolve the issue, not to ask him to rescind the complaint. Mr. ******* remains uninterested in assistance for now, and we will follow up weekly until the claim is resolved.
Customer Answer
Date: 04/30/2025

Complaint: ********

I am rejecting this response because:
All VIA wants to is make themselves look good all i want to know why they denied this claim, i have sent many in over the years which were not denied to different doctors and medical services if this reimbursment was not done correctly many in the past were done wrong not suppling a service detail and should have been denied I'm still trying to figure out past ones were not denied
Sincerely,

****** *******
Business Response
Date: 05/13/2025
Our team has made multiple outreach efforts to Mr. ******* to resolve his denied claim. Most recently, on May 12, 2025, we spoke directly with him and offered assistance in obtaining the necessary documentation from the billing provider. Mr. ******* declined our help and requested that we close the inquiry, stating he will wait for the Explanation of Benefits (EOB) and resubmit the claim himself at a later date. He was also advised that he can contact us directly should he wish to proceed with assistance.

To clarify, the original $90 claim was denied due to insufficient documentationthe receipt provided did not include the dates of service or a description of the services rendered. These are standard and required elements for reimbursement under IRS guidelines for HRA-eligible expenses. Mr. ******* was advised multiple times of these requirements and the steps needed to rectify the issue.

While we remain available and willing to assist Mr. ******** he has chosen not to engage further at this time. As such, we respectfully request that the BBB update the status of this complaint to reflect that we have fulfilled our obligations and continue to act in good faith.
Thank you for your time and consideration.
Customer Answer
Date: 05/13/2025

Complaint: 23230545

I am rejecting this response because:
I understand the tax laws my issue is that they approved reimbursment requsts in the past without having service details as i stated in my original complaint they only want to deal with this one incident which is good i was told that an eob is proper doccmentation i decided to wait for it and resummit and i was told thay would be fine, as i said in the past they just want themselves to look good
Sincerely,

****** *******
Initial Complaint
Date:04/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Covered reimbursement request denied 3 times, all documents required have been submitted.
Business Response
Date: 04/29/2025
We are writing to verify that we have received this message and will reach out to Ms. ****** ********
Initial Complaint
Date:03/10/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Via benefits will not let me access my *** account. I can't log in and none of their customer service numbers work. I can't find an email to contact either. They sent me a postcard that said I do still have an account with them but there is no way to access my money. I believe this amounts to grand theft due to the amount left in my account if they do not let me access it.
Business Response
Date: 03/25/2025
We have received this complaint and will reach out to Ms. ***** shortly.
Initial Complaint
Date:03/03/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
While attempting to enroll in healthcare coverage for 2025 I was informed I was I was ineligible due to my zip code. This information was obtained after using their website and submitting my zip code. I then attempted to contact them via the telephone as I was nearing the deadline for open enrollment (12/7/2024). After following the prompts in their phone tree I was told that a representative would be with me and my current estimated hold time was 333 minutes. Doing the math that was just short of six hours. To me that was totally unacceptable. Now because I went elsewhere for my healthcare and I did not go through them it’s costing me $2100 which was a stipend my former employer (***) paid me annually for healthcare.
Business Response
Date: 04/23/2025
We spoke with Mr. ****** and resolved the issue with him directly.
**** ****** filed a BBB complaint regarding the loss of his Health Reimbursement Account (HRA) benefit after enrolling in a ******** Advantage plan outside of Via Benefits during the Annual Enrollment Period (***). Due to long hold times, he sought assistance from a local broker, which resulted in his ineligibility for HRA funding.

We informed Mr. ****** that a funding appeal was approved, and **** granted him a Funding Exception. To regain his HRA benefit, he must enroll through Via Benefits by December 31, 2025. We outlined the *** (October 15 December 7) and the ******** Advantage Open Enrollment Period (January 1 March 31) for potential changes.
Mr. ****** recently spoke with a Benefit Advisor (March 3, 2025) and requested mailed plan details.. He can also review plans online or contact the Enrollment Team.
As he had no further questions, we consider the issue resolved.
Customer Answer
Date: 04/23/2025

Complaint: 23012252

I am rejecting this response because:
VIA Benefits are obviously satisfied but I am not. They say that *** has agreed to pay but only after I secure insurance through VIA. That will never be ok by me. I should not be forced to secure a policy of insurance from them as I have no obligation to do so. They frankly do not offer their own insurance theyre merely a broker. I feel like they merely want a commission. This is an unfair business practice.
VIA Benefits and AAA are simply trying to avoid their legal responsibility of paying for some of my healthcare.

Sincerely,

**** ******
Business Response
Date: 04/29/2025
We understand Mr. ******* frustration and his concern that the arrangement appears unfair. However, the *** is not a guaranteed cash benefitit is a tax-advantaged reimbursement program governed by plan sponsor rules. ****, as the plan sponsor, has determined that use of Via Benefits is required to maintain the integrity of the benefit and ensure compliance with *** regulations and plan administration standards. While Mr. ****** disagrees with the requirement to enroll through Via Benefits, that condition is a fundamental eligibility criterion established by the employer, not by Via Benefits. We regret that the outcome is not satisfactory to Mr. ******* but no further exceptions can be granted beyond what has already been offered. We would like to request that BBB consider closing this complaint, thank you.
Customer Answer
Date: 04/30/2025

Complaint: 23012252

I am rejecting this response because:

Sincerely,

**** ******
Initial Complaint
Date:03/03/2025
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have repeatedly uploaded valid documents, receipts, and explanation of benefits from my health insurance website and being denied by via benefits for every charge
Initial Complaint
Date:02/18/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12-20-24 I retired and VIA Benefits is in charge of my HRA ( Health Reimbursement Account) I received my benefit in January and February, on 2-13-25 I received and email from VIA Benefits that my HRA had been denied, I called them and they said my status was that I'm employed and not retired, I ask them how this happened and they have no clue, VIA benefits blames it on OPERS of Ohio, I've already filed a complaint against OPERS. My monthly cost for Health Insurance is $1409 and am supposed to receive $900 HRA a month to help with the cost. VIA Benefits have been no help to me to resolve this issue, they told me it could take 4 to 6 weeks to get a response from OPERS in Ohio, mean while I have to pay my huge health insurance bill by myself on a retired income, and VIA says I owe them over $1700 for my HRA for Jan and Feb.
Business Response
Date: 02/28/2025
We spoke with Mr. ******* on 02/25/2025 to inform him of the restoration of his HRA benefit. and verified that he had no further concerns. We would like to request that BBB consider closing this complaint, thank you.
Customer Answer
Date: 03/04/2025

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
Date:01/16/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company takes entirely too long to process claims after it is approved! I have a reoccurring payment every month! There isnt any reason this payment shouldnt be sent to my bank the 1st of each month because the total amount was approved! Sometimes its sent anywhere from the 3rd to the 5th! Also other claims are after approval will take up to 7 days! This isnt their money its mine!
Business Response
Date: 01/21/2025
We have received this message and will reach out to Ms. ******** shortly.
Initial Complaint
Date:01/15/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This organization fails to provide the customer service that it committed to and is paid for. I, a customer, have called no less than 6 times, told to leave my # for a call back, and got NO CALL BACK. My issue of changing the broker of record for my ******** prescription coverage, is still unresolved. Today, having no success with call, spent over an hour on a chat with Via and they refused to resolve my issue
Business Response
Date: 01/21/2025
We have received this message and will reach out to Mr. ******** shortly.

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Via Benefits Insurance Services, LLC is NOT a BBB Accredited Business.