Complaints

• Initial Complaint

  12/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a teacher and have had some serious health issues over the past three years including 6 surgeries and multiple doctors appointments. This past summer I had to have my ankle fused in a very serious surgery that has required a lot of recovery. My employer gave me a medical spending card from the company, Lifetime Benefit Solutions, for $2,000. I used this card a total of 8 times (anesthesiologist bill, specialist copay, and PT copays). Recently it was declined, and I started receiving letters asking me to provide documentation for my bills. When I tried uploading the documentation to the website/app, I was told I did not have an account. I called their customer service line, and the rep. told me that my employer had to set up the account for me. I asked if in the meantime there was a place I could upload the documents, and the rep. gave me an email address. The rep. advised me to contact my health insurance company for medical necessity paperwork. I immediately emailed the receipts to the email provided as I attend PT twice a week ($60 copay each session) and needed the card to work as soon as possible. I contacted my health insurance co., which provided the PDFs for the copays within 24 hours. Lifetime Benefit Solutions emailed me a week later to say that my documents were insufficient. I called again, and the rep. told me that the card does not cover copays. I questioned this and asked what the card was supposed to be used for. The rep. said she would look into it and contact me later. 3 days later the rept. called and left a voicemail telling me that copays were not covered by my card. I contacted my HR representative again, who told me that she didn't make the accounts through the company and that the card was for copays. She heard from many other employees that this company was causing issues, and she was going to look into it. Because of these obstacles, I've made over $600 of out-of-pocket payments when I thought my benefits card would assist me.

  Business response

  01/21/2025

  This letter is in response to your inquiry dated 12/23/2024 regarding a complaint submitted by ****** ******* ID of ********.  Employers determine the allowable health reimbursement expenses.  All health saving card transactions must be substantiated with proper documentation.  LBS will send out a time sensitive communication when we are not able to substantiate and validate claims.  We offer several convenient options for participants to submit the documentation, including a secure online portal, fax, mail and email.  The participant received a final communication prior to the card being cancelled.  The participant still has access to the funds by submitting a claim for reimbursement.  The participant used the funds for services that were not qualifying under the plan rules.  This employer's plan covers medical deductible expenses, however, copays are not a reimbursable expense.  Once the required documentation was received, he reimbursement claims for copays were denied accordingly.  Sincerely, CIndy R*******  Appeal Coordinator 

• Initial Complaint

  12/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’d like to report Lifetime Benefits Solution acting in bad faith regarding multiple claims that have been denied for our family’s FSA account. I receive monthly infusions at the ********** ** ********* medical center. After our tier 1 healthcare deductible has been met, we are allowed to make payments with our health FSA account as long as the expenses meet the IRS guidelines (which they do): **************************************** Per our university representative, IRS publications, and speaking with our health insurance provider, all have informed us that Lifetime Benefits are at fault and need to remedy their issue. Our health insurance company even called Lifetime Benefits while I was on the phone to explain the situation. They were informed that the reason for denial was the EOB wasn’t showing the correct deductible and that the healthcare company could provide a letter stating the date the tier 1 deductible was met. After submitting this letter, the claim was still denied. I have not received adequate help from Lifetime Benefits to resolve this issue. At this point, no one can even provide a reason for denial as they are not able to “talk to the claims department”. Although, they did confirm that there was a note from the supervisor stating that it was acceptable to use a letter from our insurance company for when the deducible was met. We will be out $3000 if this cannot be resolved by Lifetime Benefits. I can provide all documentation should there be any follow up correspondence.

  Business response

  12/13/2024

  Dear Kevin: This letter is in response to your inquiry dated 12/06/2024- regarding a complaint submitted by Brandon Heckman, ID of 22647431.  The plan requires that every claim be submitted with the explanation of benefits showing the medical deductible has been met.  The participant's original claim was submitted without the required supporting documentation.  We received the supporting documentation on 11/26/2024 and the claim was processed for reimbursement on 12/10/2024.  The participant's claim was processed within our 7 - 10 day business timeframe. Cindy R***** Appeal Coordinator

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A check that LBS sent in a transfer to another institution was lost in the mail and I requested a stop order and replacement. It has been two week and they still haven’t reissued the check. This makes it a total of two months since I requested the initial financial transfer and they are not providing any details about how long it will take. They claimed that a reissue should only take a few days but are not profiling any more information and are being very unhelpful about why this is taking so long. I spoke to the receiving financial institution, and they were shocked at how long this was taking, saying it should not take this long.

  Business response

  07/30/2024

  
  Dear Kevin:
  This letter is in response to your inquiry dated 07/16/2024 regarding a complaint submitted by **** ******, ID of
  ** *******
  Lifetime Benefit Solutions mailed the original check to ******** *********** on 05/29/2024. The participant
  requested a check tracer in early July. ** ****** ***** needed to confirm that the 05/29/2024 check was voided.
  That confirmation took place on 07/16/2024 and a replacement check was then mailed to the member on
  07/17/2024.
  Sincerely,
  Cindy R*******
  Appeal Coordinator
  
  
  
  

• Initial Complaint

  02/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  We’ve been paying for our COBRA services through automatic payments out of our account. This company has gladly taken our money but failed to verify or inform us that my husband’s previous company (with whom we have Cobra through) changed leaving us no coverage.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Lifetime Benefits Solution owes me back SO. MUCH. TIME. I have literally spent DAYS on the phone with worker after worker who literally doesn't give a **** to the point of insurance coverage being affected. They have failed me in way after way after way. You can read the description in the enclosed attachment. I want to speak to the highest position authority at the business. Someone at the tippy top needs to know how absolutely **** the system is. NOTHING has been resolved with this company after all my efforts and SOMEONE should know!

  Business response

  06/14/2023

  This letter is in response to your inquiry dated May 5, 2023, regarding a complaint filed by ******* ***** ******.  As a COBRA administrator, we notify members by written notification.  The notification includes their COBRA rights, the coverage period and premium cost.  As a third party administrator, we collect the premiums for the client.  The COBRA coverage laws are laws determined by state and federal agencies.  Sincerely, Cindy R******* Appeals Coordinator Lifetime Benefit Solutions  

  Customer response

  06/21/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  This is a RIDICULOUS response!!!!   They are simply stating they handle receiving payments for Cobra Accounts.  SO WHAT?????????????????  My complaint is that they DO NOT inform me HOW TO MAKE A PAYMENT unless I just through hopes and spend hours on their phone system until I may or may not get a call back and then they,.....in an emergency type fashion......take my payment by phone.  I want to know where I can make a monthly payment just like every other payment in my life!!!!  My car, my house, my visa, my insurance, my utilities.  I have jumped through hoops iwth all the BBB codes and explanations and now I get this usless b******* response.  RIDICULOUS.  Does the BBB screen the responses.     I WANT TO PAY ME DAMN BILL........CAN SOMEONE TELL ME HOW?????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????  Regards, ******* *** ***** ******  

• Initial Complaint

  01/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is who manages our Medical FSA account through my employer. They have a website that allows you to check you account balance, submit claims, etc. In mid Dec 2022 I made multiple attempts to use their claims submission service on the website, but each time at a certain point I would get a message "A problem has occurred, Please try again later". I tried many different computers, different web browsers, etc. with no resolution. On Dec 19th, 2022 I emailed them, alerting them of this. I received no reply. I called on Dec 20th to inform them. I talked to a rep that took note of my complaint. She said I would get a call back, but I never did. She did say I could submit my claims via email, which I did. I

  Business response

  03/06/2023

  see attached.  transcribed below for convivence.  see attached: Dear ******:  This letter is in response to your follow-up inquiry dated January 14, 2023, regarding a complaint submitted by ***** ********.  Our members have several options to submit claims for reimbursement. Members can submit claims by fax, email, **** mail, or by uploading a claim on the portal or mobile application. The submitted screen shot was reviewed, the member did not enter the provider's name in the "provider's name" field, and only indicated N/A There are red asterisks next to the fields that are required.  Lifetime Benefit Solutions strives to provide excellent customer service.  Sincerely,  Cindy R*******  Appeals Coordinator  Lifetime Benefit Solutions  

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I retired from ****** ******** on June 3rd, 2021. I was given insurance for 1 month. I asked to be set up with COBRA and was billed $718.38 for coverage which I paid on July 15th. (I had to contact them as they never billed me originally - this same thing happened to another employee who retired.). During that time I was married and was added to my wife's insurance retroactively to our marriage date of June 18th (same company - ******** **** ***** **** ******). They said that I should be refunded the money I paid for the COBRA coverage. I was told that I would get my refund in 4 to 6 weeks. I never received the refund. I have asked numerous times what the status is and have been told it has been sent to the Core Reconciliation Team for review and they would get back to me shortly. The last contact was on 4/13/22. I have reached out a number of times since then and have not received a response. Kim R*** is the Lifetime Benefits person I have been contacting. I can provide more dates and explanations of contact through the last 10 months (or copies of emails).

*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. ↩