Health Savings Administrators
Health Matching Account Services, Inc.This business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
06/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have had this health savings account for about two years. I have only been able to use it once. It is difficult to use and I have tried repeatedly to cancel it. I have invested over $900 in the account at this time via automatic draft. I have called repeatedly requesting a supervisor contact me and sent emails and have not gotten a response. The people who answer when you call have no knowledge about how to cancel an account and there is nothing on their website that allows you cancel or tells you how to do it. I just want to cancel the account and get back the money I have put into it.Business response
06/08/2024
This will acknowledge with thanks your correspondence on June 2, 2024 regarding the complaint of Lisa *******. We appreciate the opportunity to both know of the complaint and to respond, as we value our member relationships. Since receiving your notice of complaint, we have undertaken an investigation into this matter and would like to respond as follows. Please note before reading our response that the HMAS® medical benefit plan has not changed, just the way that eligible claims are processed and paid to the medical provider has changed.
The HMA® is a medical benefit plan in which members make a monthly contribution and Health Matching Account Services awards an increasing matching medical benefit towards the medical balance, and we have tens of thousands of satisfied members. The matching benefit is designed on a graduated schedule, where the matching benefit starts in month 1 and then gradually increases each month the benefit is not used. The HMA® is designed to reach a target benefit cap over 35 months, assuming the benefits are not accessed prior to that time. There is no cash value. Members can access their HMAS® medical benefits through the HMAS® Medical Benefits ID card.
Initially, Lisa ******* was issued our HMAS® Medical Reimbursement Visa® debit card to access his HMAS® medical benefits, but the claims process was changed on October 12, 2023 to the HMAS® Medical Benefits ID card. The reason for this change was to improve our members’ access to their HMAS® medical benefits for eligible medical services because our Visa® debit cards had necessary spending controls that would sometimes lead to declined transactions, resulting in our members having to pay out of pocket and submit claim reimbursements. To improve the claims process and eliminate these declined transactions, we issued our members the HMAS® Medical Benefits ID card. HMAS® members simply present this HMAS® Medical Benefits ID card to their providers, and that prompts their providers to submit claims to Health Matching Account Services for processing through our third-party administrator, resulting in no out-of-pocket claims for our members’. The HMAS® Program and Member Contract that Lisa ******* selected and agreed to specifically provides that HMAS® may amend or change the claim procedures as it may deem necessary and it does not permit refunds because there is no cash value. This is a critical requirement in the design of the HMAS® Program, which allows our members’ contributions to grow and multiply over time. Please see the excerpt below taken from the cover page of our HMAS® Member Contract:
“This Contract explains in detail your obligations regarding your account as well as how and for what medical expenses your account can be used. The HMA® is not a financial product. It is your responsibility to read and review the provisions in this Contract. If we do not hear from you within 7 days of any objections to the provisions in this Contract your agreement with HMAS® will be in force under the terms and conditions in this Contract or any other amendments to this Contract that are subsequently put in place.”
Lisa ******* was sent several notifications about the change from the HMAS® Medical Reimbursement debit card to the HMAS® Medical Benefits ID card, and how to continue to access her HMAS® medical benefits for eligible medical expenses. We have made every effort to ensure all of our members understand the claims process with the HMAS® Medical Benefits ID card. We also encourage our members to provide us with their medical providers’ information so that we can contact them about using the HMAS® program and HMAS® Medical Benefits ID card. For medical providers, submitting claims to a benefit program is industry standard practice, and we have thousands of medical providers that have submitted the medical expenses since we started the new claims process on October 12, 2023, so it is working. The whole point of the HMAS® Medical Benefits ID card is to making it easier on our members to simply present their medical providers with the ID card, and the providers submit the claims to Health Matching Account Services to be paid. We will have a customer care representative reach out to Mrs. ******* this week to help explain how to use her HMA program.
For prescription purchases at a pharmacy, the HMAS® Medical Benefits ID card has our prescription plan information on the front of the card. The pharmacy will use the BIN# and the other listed information to process Rx purchases directly from the HMAS® Program. We are in over 67,000 pharmacies across the US. This is an automated process when purchasing Rx prescriptions at the pharmacy.
We updated the HMAS® Medical Benefits ID cards on May 9, 2024 and an email with the ID card attached was sent to all of our members. Also, the updated HMAS® Medical Benefits ID cards are available to download from the HMA member portal and mobile app, so all of our members can access their digital ID cards at any time.
In conclusion, we would again like to thank you for the opportunity to provide our response and we are hopeful that this apparent misunderstanding will now be clarified. If there is any additional information that you may need concerning this matter, please advise.Initial Complaint
06/01/2024
- Complaint Type:
- Product Issues
- Status:
- Unresolved
I have been contributing $113 a month for 3 years. 5/16/2024 had a doctors appointment called several times to go through everything with them. No one answers the phone then one time said you will be first in line for callback. 3 weeks later no one has called me. My provider called the number for medical providers they get the message this number not set up for messages hangs up. They tried again same message. I tried several times members telephone number no answer can’t leave a message no one called me back. I had no option but to pay out of pocket myself which I didn’t have put it on my cc. I sent an email that night still no answer or response. I sent another message providers name, phone number, address and a receipt of the invoice I paid still no response. Called several more times one time on hold for an hour waiting my turn then after an hour it dropped me to leave a message. No one called me back. There are 2 times recently I got a person and both said they would have to have their manager call me back they couldn’t help me. No one ever called me back. This is total fraud! this company is keeping our money so we are forced to stop putting money in an account we can’t use and as other reviewers said they keep all our money. There needs to be a lawsuit against this company. If I hadn’t gone for my procedure I would be putting money in until I needed to use it only to find out I’m getting ripped off by this company. Our money we put in should be refunded to us since they are refusing to pay claims.Business response
06/08/2024
This will acknowledge with thanks your correspondence on June 1, 2024 regarding the complaint of Cheryl ******. We appreciate the opportunity to both know of the complaint and to respond, as we value our member relationships. Since receiving your notice of complaint, we have undertaken an investigation into this matter and would like to respond as follows. Please note before reading our response that the HMAS® medical benefit plan has not changed, just the way that eligible claims are processed and paid to the medical provider has changed.
The HMA® is a medical benefit plan in which members make a monthly contribution and Health Matching Account Services awards an increasing matching medical benefit towards the medical balance, and we have tens of thousands of satisfied members. The matching benefit is designed on a graduated schedule, where the matching benefit starts in month 1 and then gradually increases each month the benefit is not used. The HMA® is designed to reach a target benefit cap over 35 months, assuming the benefits are not accessed prior to that time. There is no cash value. Members can access their HMAS® medical benefits through the HMAS® Medical Benefits ID card.
Initially, Cheryl ****** was issued our HMAS® Medical Reimbursement Visa® debit card to access his HMAS® medical benefits, but the claims process was changed on October 12, 2023 to the HMAS® Medical Benefits ID card. The reason for this change was to improve our members’ access to their HMAS® medical benefits for eligible medical services because our Visa® debit cards had necessary spending controls that would sometimes lead to declined transactions, resulting in our members having to pay out of pocket and submit claim reimbursements. To improve the claims process and eliminate these declined transactions, we issued our members the HMAS® Medical Benefits ID card. HMAS® members simply present this HMAS® Medical Benefits ID card to their providers, and that prompts their providers to submit claims to Health Matching Account Services for processing through our third-party administrator, resulting in no out-of-pocket claims for our members’. The HMAS® Program and Member Contract that Cheryl ****** selected and agreed to specifically provides that HMAS® may amend or change the claim procedures as it may deem necessary and it does not permit refunds because there is no cash value. This is a critical requirement in the design of the HMAS® Program, which allows our members’ contributions to grow and multiply over time. Please see the excerpt below taken from the cover page of our HMAS® Member Contract:
“This Contract explains in detail your obligations regarding your account as well as how and for what medical expenses your account can be used. The HMA® is not a financial product. It is your responsibility to read and review the provisions in this Contract. If we do not hear from you within 7 days of any objections to the provisions in this Contract your agreement with HMAS® will be in force under the terms and conditions in this Contract or any other amendments to this Contract that are subsequently put in place.”
Cheryl ****** was sent several notifications about the change from the HMAS® Medical Reimbursement debit card to the HMAS® Medical Benefits ID card, and how to continue to access her HMAS® medical benefits for eligible medical expenses. We have made every effort to ensure all of our members understand the claims process with the HMAS® Medical Benefits ID card. We also encourage our members to provide us with their medical providers’ information so that we can contact them about using the HMAS® program and HMAS® Medical Benefits ID card. For medical providers, submitting claims to a benefit program is industry standard practice, and we have thousands of medical providers that have submitted the medical expenses since we started the new claims process on October 12, 2023, so it is working. The whole point of the HMAS® Medical Benefits ID card is to making it easier on our members to simply present their medical providers with the ID card, and the providers submit the claims to Health Matching Account Services to be paid.
For prescription purchases at a pharmacy, the HMAS® Medical Benefits ID card has our prescription plan information on the front of the card. The pharmacy will use the BIN# and the other listed information to process Rx purchases directly from the HMAS® Program. We are in over 67,000 pharmacies across the US. This is an automated process when purchasing Rx prescriptions at the pharmacy.
We updated the HMAS® Medical Benefits ID cards on May 9, 2024 and an email with the ID card attached was sent to all of our members. Also, the updated HMAS® Medical Benefits ID cards are available to download from the HMA member portal and mobile app, so all of our members can access their digital ID cards at any time.
Our customer care team has been in contact with Ms. ****** through email, and we will reach out to her again by phone to help clear up any confusion that she is having with her HMAS program. We make it very simple for providers to submit the bills to us through our online provider portal, but we have not received any bills from Ms. ******’s medical providers. When we speak with Ms. ******, we will confirm her medical providers and then contact them to explain how to submit the bills to us for processing. The information to submit bills to us is also clearly stated on the HMAS® Medical Benefits ID cards.
In conclusion, we would again like to thank you for the opportunity to provide our response and we are hopeful that this apparent misunderstanding will now be clarified. If there is any additional information that you may need concerning this matter, please advise.Customer response
06/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. I want to be reimbursed for my claim. As I mentioned no one answered my doctors office or returned their phone calls to process my claims. We both called 8 times the date of service I called 7 days before with no returned phone call. I sent an email the day with no response. How can we receive our benefits if no one takes phone calls also there was no way to leave a message. My doctors office said that all they got was this mailbox is not set up and hung up on them. I had no option but to pay for my service out of pocket. I’m not sure if the company is paying any claims since they don’t answer the phone I received the message on my date of service I will be called according to the next available representative that was 2 months ago and still no returned phone call. respond to emails, text. I need reimbursed for what I had to put on my credit card to pay for this service. I also did send an email with my doctors name, address & phone number. I did everything that I could do on my end. Please refund me the invoice that I sent in.Regards,
cheryl ******.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Initial Complaint
05/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I signed up for a Health Matching account in May 2023 and have been paying $140 into my account every month. In January 2024 I submitted a claim and my doctor's office also submitted a separate claim. Neither bill has been paid from my account. The customer service people state that can't give me any information but will have a supervisor call me. I have called repeatedly because I have not heard from a supervisor. I was told the supervisor would call that day it has been almost a month. I have sent emails, letters and made phone calls. When I asked about canceling my payments I was told I would forfeit what has been paid in for the past year. All I want is my mo ey back in refund or payment to my medical providers. I am starting to think this is a Ponzi scheme.Business response
06/08/2024
This will acknowledge with thanks your correspondence on May 14, 2024 regarding the complaint of Gina *******. We appreciate the opportunity to both know of the complaint and to respond, as we value our member relationships. Since receiving your notice of complaint, we have undertaken an investigation into this matter and would like to respond as follows. Please note before reading our response that the HMAS® medical benefit plan has not changed, just the way that eligible claims are processed and paid to the medical provider has changed.
The HMA® is a medical benefit plan in which members make a monthly contribution and Health Matching Account Services awards an increasing matching medical benefit towards the medical balance, and we have tens of thousands of satisfied members. The matching benefit is designed on a graduated schedule, where the matching benefit starts in month 1 and then gradually increases each month the benefit is not used. The HMA® is designed to reach a target benefit cap over 35 months, assuming the benefits are not accessed prior to that time. There is no cash value. Members can access their HMAS® medical benefits through the HMAS® Medical Benefits ID card.
Upon review, we did not find any bills that were submitted to our office by Gina or by her medical providers. We reached out to Gina by email on 6/8/24 and requested that she provide us with the information for her bills.
Initially, Gina ******* was issued our HMAS® Medical Reimbursement Visa® debit card to access his HMAS® medical benefits, but the claims process was changed on October 12, 2023 to the HMAS® Medical Benefits ID card. The reason for this change was to improve our members’ access to their HMAS® medical benefits for eligible medical services because our Visa® debit cards had necessary spending controls that would sometimes lead to declined transactions, resulting in our members having to pay out of pocket and submit claim reimbursements. To improve the claims process and eliminate these declined transactions, we issued our members the HMAS® Medical Benefits ID card. HMAS® members simply present this HMAS® Medical Benefits ID card to their providers, and that prompts their providers to submit claims to Health Matching Account Services for processing through our third-party administrator, resulting in no out-of-pocket claims for our members’. The HMAS® Program and Member Contract that Gina ******* selected and agreed to specifically provides that HMAS® may amend or change the claim procedures as it may deem necessary and it does not permit refunds because there is no cash value. This is a critical requirement in the design of the HMAS® Program, which allows our members’ contributions to grow and multiply over time. Please see the excerpt below taken from the cover page of our HMAS® Member Contract:
“This Contract explains in detail your obligations regarding your account as well as how and for what medical expenses your account can be used. The HMA® is not a financial product. It is your responsibility to read and review the provisions in this Contract. If we do not hear from you within 7 days of any objections to the provisions in this Contract your agreement with HMAS® will be in force under the terms and conditions in this Contract or any other amendments to this Contract that are subsequently put in place.”
Gina ******* was sent several notifications about the change from the HMAS® Medical Reimbursement debit card to the HMAS® Medical Benefits ID card, and how to continue to access her HMAS® medical benefits for eligible medical expenses. We have made every effort to ensure all of our members understand the claims process with the HMAS® Medical Benefits ID card. We also encourage our members to provide us with their medical providers’ information so that we can contact them about using the HMAS® program and HMAS® Medical Benefits ID card. For medical providers, submitting claims to a benefit program is industry standard practice, and we have thousands of medical providers that have submitted the medical expenses since we started the new claims process on October 12, 2023, so it is working. The whole point of the HMAS® Medical Benefits ID card is to making it easier on our members to simply present their medical providers with the ID card, and the providers submit the claims to Health Matching Account Services to be paid.
For prescription purchases at a pharmacy, the HMAS® Medical Benefits ID card has our prescription plan information on the front of the card. The pharmacy will use the BIN# and the other listed information to process Rx purchases directly from the HMAS® Program. We are in over 67,000 pharmacies across the US. This is an automated process when purchasing Rx prescriptions at the pharmacy.
We updated the HMAS® Medical Benefits ID cards on May 9, 2024 and an email with the ID card attached was sent to all of our members. Also, the updated HMAS® Medical Benefits ID cards are available to download from the HMA member portal and mobile app, so all of our members can access their digital ID cards at any time.
In conclusion, we would again like to thank you for the opportunity to provide our response and we are hopeful that this apparent misunderstanding will now be clarified. If there is any additional information that you may need concerning this matter, please advise.Initial Complaint
05/22/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unresolved
Joined HMS 11/23/2022. Paid into my account $7088.40. When I started they allowed you to file your claim with receipt for reimbursement. Then they changed this and issued a credit card, but this card would not work since I have 7 members of family and the card must be present at every dr appt-even though we all so to same dr. Recently, they will not all us to file our own claims, but issued a HMA card with numbers for providers to call to verify benefits. After each visit, my providers were not members of HMA so I would check the box asking HMA to contact provider. Now they changed and the company handling contacting providers no longer works with HMA> Now I have listed on their website the providers I use and they shot back that Great News! They all accept HMA--My primary care dr was never contacted nor agree to filing as he is a cash business-no insurance. Just got off the phone with Dentist and same issue. When the providers call the number of back of the card--there is never an answer. I also asked to reduce my contributions twice and each time they say a member of management must call me back---Never received a call to reduce benefits.Business response
06/08/2024
This will acknowledge with thanks your correspondence on May 22, 2024 regarding the complaint of Kristi *********. We appreciate the opportunity to both know of the complaint and to respond, as we value our member relationships. Since receiving your notice of complaint, we have undertaken an investigation into this matter and would like to respond as follows. Please note before reading our response that the HMAS® medical benefit plan has not changed, just the way that eligible claims are processed and paid to the medical provider has changed.
The HMA® is a medical benefit plan in which members make a monthly contribution and Health Matching Account Services awards an increasing matching medical benefit towards the medical balance, and we have tens of thousands of satisfied members. The matching benefit is designed on a graduated schedule, where the matching benefit starts in month 1 and then gradually increases each month the benefit is not used. The HMA® is designed to reach a target benefit cap over 35 months, assuming the benefits are not accessed prior to that time. There is no cash value. Members can access their HMAS® medical benefits through the HMAS® Medical Benefits ID card.
Initially, Kristi ********* was issued our HMAS® Medical Reimbursement Visa® debit card to access his HMAS® medical benefits, but the claims process was changed on October 12, 2023 to the HMAS® Medical Benefits ID card. The reason for this change was to improve our members’ access to their HMAS® medical benefits for eligible medical services because our Visa® debit cards had necessary spending controls that would sometimes lead to declined transactions, resulting in our members having to pay out of pocket and submit claim reimbursements. To improve the claims process and eliminate these declined transactions, we issued our members the HMAS® Medical Benefits ID card. HMAS® members simply present this HMAS® Medical Benefits ID card to their providers, and that prompts their providers to submit claims to Health Matching Account Services for processing through our third-party administrator, resulting in no out-of-pocket claims for our members’. The HMAS® Program and Member Contract that Kristi ********* selected and agreed to specifically provides that HMAS® may amend or change the claim procedures as it may deem necessary and it does not permit refunds because there is no cash value. This is a critical requirement in the design of the HMAS® Program, which allows our members’ contributions to grow and multiply over time. Please see the excerpt below taken from the cover page of our HMAS® Member Contract:
“This Contract explains in detail your obligations regarding your account as well as how and for what medical expenses your account can be used. The HMA® is not a financial product. It is your responsibility to read and review the provisions in this Contract. If we do not hear from you within 7 days of any objections to the provisions in this Contract your agreement with HMAS® will be in force under the terms and conditions in this Contract or any other amendments to this Contract that are subsequently put in place.”
Kristi ********* was sent several notifications about the change from the HMAS® Medical Reimbursement debit card to the HMAS® Medical Benefits ID card, and how to continue to access her HMAS® medical benefits for eligible medical expenses. We have made every effort to ensure all of our members understand the claims process with the HMAS® Medical Benefits ID card. We also encourage our members to provide us with their medical providers’ information so that we can contact them about using the HMAS® program and HMAS® Medical Benefits ID card. For medical providers, submitting claims to a benefit program is industry standard practice, and we have thousands of medical providers that have submitted the medical expenses since we started the new claims process on October 12, 2023, so it is working. The whole point of the HMAS® Medical Benefits ID card is to making it easier on our members to simply present their medical providers with the ID card, and the providers submit the claims to Health Matching Account Services to be paid.
For prescription purchases at a pharmacy, the HMAS® Medical Benefits ID card has our prescription plan information on the front of the card. The pharmacy will use the BIN# and the other listed information to process Rx purchases directly from the HMAS® Program. We are in over 67,000 pharmacies across the US. This is an automated process when purchasing Rx prescriptions at the pharmacy.
We updated the HMAS® Medical Benefits ID cards on May 9, 2024 and an email with the ID card attached was sent to all of our members. Also, the updated HMAS® Medical Benefits ID cards are available to download from the HMA member portal and mobile app, so all of our members can access their digital ID cards at any time.
To date, 46 medical bills for over $2,200 have been paid or reimbursed for Mrs. ********* and her family, so the HMAS® program has been working as it is supposed to. Mrs. ********* did ask to reduce her HMAS® plan level and monthly contribution, however, our HMAS® Member Contract states that a member must be enrolled in their HMAS® plan for at least 2 years before being eligible to move down to a lower level, so Mrs. ********* will be eligible to move down in November 2024.
In conclusion, we would again like to thank you for the opportunity to provide our response and we are hopeful that this apparent misunderstanding will now be clarified. If there is any additional information that you may need concerning this matter, please advise.Customer response
06/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]Details about complaint are attached in the letter for help. HMA will not reimburse unless providers submit claims to them. When I signed up with HMA I could submit the claims myself with a paid receipt and itemized bill and be reimbursed directly, but now HMA will not answer provider calls to verify how to submit claims for reimbursement and also lies to members that their providers have agreed to accept benefits. I have approximately $8000.00 in my account, but can not access. HMA advised me if I stopped my monthly contribution, that I would forfeit the entire account, but would not ever have a member of management contact me as they said on numerous accounts that they would. I was just taken to ER by ambulance and was comatose so the providers did not have HMA info to verify benefits before treatment. I was out of commission for a couple of weeks and since BBB closed my 1st complaint since they did not hear from me. I am not accepting of HMA's response, but was unable to relay this in a timely manner. I have been trying to order a lab test needed for a dr appt for over a month. HMA would not answer provider calls, when I requested HMA contact provider for appt the next day. HMA said they could not approve reimbursement bc I was not in the system. I told them to get my info to show up that I would have to order and pay for the test my self. Provider finally got in touch with HMA and HMA would not verify reimbursement since they did not know what the test was for even with the provider giving them a CPT code.
Regards,
Initial Complaint
03/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
This company is not processing claims. They have made it impossible to get paid for services even if you send an itemized bill. The customer service has a very scripted answer. They will not let you speak to claims or management, but they ensure claims will get updated at the end of the week every time you call. If you cancel your service, they keep the money in your account. They didn’t notify me when they stopped accepting claims so I will have another bill that will never be taken care of. I just want to get reimbursed for the high vet bills from the money I pay every month. I am not sure if there is legal action that can be take because my complaint is just as everyone else’s. They will not pay you back and keep giving scripted answers that they are backed up. Emails go unanswered and they are literally stealing money. I just want my claims paid because the $1067 and $450 I am waiting on is a lot of money. Can this company be looked into on a federal level? They are stealing thousands of dollars and hurting people.Business response
03/26/2024
This will acknowledge with thanks your correspondence on March 18, 2024 regarding the complaint of Ms. Jacquelyn ******. We appreciate the opportunity to both know of the complaint and to respond, as we value our member relationships. Since receiving your notice of complaint, we have undertaken an investigation into this matter and would like to respond as follows. Please note before reading our response that the PHMAS® medical benefit plan has not changed, just the way that eligible claims are processed and paid to the medical provider has changed.
The PHMA® is a medical benefit plan in which members make a monthly contribution and Pet Health Matching Account Services awards an increasing matching medical benefit towards the medical balance, and we have tens of thousands of satisfied members. The matching benefit is designed on a graduated schedule, where the matching benefit starts in month 1 and then gradually increases each month the benefit is not used. The PHMA® is designed to reach a target benefit cap over 35 months, assuming the benefits are not accessed prior to that time. There is no cash value. Members can access their PHMAS® medical benefits through the PHMAS® Medical Benefits ID card.
Initially, Ms. ****** was issued our PHMAS® Medical Reimbursement Visa® debit card to access her PHMAS® medical benefits, but the claims process was changed on October 12, 2023 to the PHMAS® Medical Benefits ID card. The reason for this change was to improve our members’ access to their PHMAS® medical benefits for eligible pet medical services because our Visa® debit cards had necessary spending controls that would sometimes lead to declined transactions, resulting in our members having to pay out of pocket and submit claim reimbursements. To improve the claims process and eliminate these declined transactions, we issued our members the PHMAS® Medical Benefits ID card. PHMAS® members simply present this PHMAS® Medical Benefits ID card to their veterinarians, and that prompts their veterinarians to submit claims to Pet Health Matching Account Services for processing through our third-party administrator, resulting in no out-of-pocket claims for our members’. The PHMAS® Program and Member Contract that Ms. ****** selected and agreed to specifically provides that PHMAS® may amend or change the claim procedures as it may deem necessary and it does not permit refunds because there is no cash value. This is a critical requirement in the design of the PHMAS® Program, which allows our members’ contributions to grow and multiply over time.
Upon review of Ms. ******’s PHMA plan, we found that her claim reimbursement in the amount of $1,067.15 was approved on March 21, 2024 and will be paid to her in the next few days. We are also happy to announce that Ms. ****** is still an active member with PHMA® and we will continue to accept and process her claims that are submitted by her veterinarians through the PHMAS® Medical Benefits ID card.
Ms. ****** was sent several notifications about the change from the PHMAS® Medical Reimbursement debit card to the PHMAS® Medical Benefits ID card, and how to continue to access her PHMAS® medical benefits for eligible medical expenses. We have made every effort to ensure all of our members understand the claims process with the PHMAS® Medical Benefits ID card.
In conclusion, we would again like to thank you for the opportunity to provide our response and we are hopeful that this apparent misunderstanding will now be clarified. If there is any additional information that you may need concerning this matter, please advise.Initial Complaint
03/13/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
HMA has been auto withdrawing $84 a month since February 4, 2022, with the stipulation that when medical necessities come up they will pay out said claims. I have only been able to get them to pay for one claim for eyeglasses since I've had this account. My doctor's office has tried calling the provider # numerous times over the last 2 months to find out what they need to submit in order to get them to pay for my neck decompression treatments so as to avoid my having neck surgery. Each time they have called they either got transferred to a machine or hung up on. Since then, I've been trying to reach HMA to cancel my account because I believe that the company is ripping people off; however, every time I've called the (713) 850-8534 number that they provide, all you get is a voice message saying that all the customer service people are busy and they will call you back (and then it hangs up). I have a feeling that this business is going out of business and my $$ will be lost!! I finally tried sending them an email to customercare@healthmatchingaccounts.com on 2/29/2024 and demanded they cancel my account and do not take another penny, but they never responded and drafted my account again on 3/5/2024. What can I do? I am so furious.Business response
03/26/2024
This will acknowledge with thanks your correspondence on March 13, 2024 regarding the complaint of Ms. Nancy ********. We appreciate the opportunity to both know of the complaint and to respond, as we value our member relationships. Since receiving your notice of complaint, we have undertaken an investigation into this matter and would like to respond as follows. Please note before reading our response that the HMAS® medical benefit plan has not changed, just the way that eligible claims are processed and paid to the medical provider has changed.
The HMA® is a medical benefit plan in which members make a monthly contribution and Health Matching Account Services awards an increasing matching medical benefit towards the medical balance, and we have tens of thousands of satisfied members. The matching benefit is designed on a graduated schedule, where the matching benefit starts in month 1 and then gradually increases each month the benefit is not used. The HMA® is designed to reach a target benefit cap over 35 months, assuming the benefits are not accessed prior to that time. There is no cash value. Members can access their HMAS® medical benefits through the HMAS® Medical Benefits ID card.
Initially, Ms. ******** was issued our HMAS® Medical Reimbursement Visa® debit card to access her HMAS® medical benefits, but the claims process was changed on October 12, 2023 to the HMAS® Medical Benefits ID card. The reason for this change was to improve our members’ access to their HMAS® medical benefits for eligible medical services because our Visa® debit cards had necessary spending controls that would sometimes lead to declined transactions, resulting in our members having to pay out of pocket and submit claim reimbursements. To improve the claims process and eliminate these declined transactions, we issued our members the HMAS® Medical Benefits ID card. HMAS® members simply present this HMAS® Medical Benefits ID card to their providers, and that prompts their providers to submit claims to Health Matching Account Services for processing through our third-party administrator, resulting in no out-of-pocket claims for our members’. The HMAS® Program and Member Contract that Ms. ******** selected and agreed to specifically provides that HMAS® may amend or change the claim procedures as it may deem necessary and it does not permit refunds because there is no cash value. This is a critical requirement in the design of the HMAS® Program, which allows our members’ contributions to grow and multiply over time. Please see the excerpt below taken from the cover page of our HMAS® Member Contract:
“This Contract explains in detail your obligations regarding your account as well as how and for what medical expenses your account can be used. The HMA® is not a financial product. It is your responsibility to read and review the provisions in this Contract. If we do not hear from you within 7 days of any objections to the provisions in this Contract your agreement with HMAS® will be in force under the terms and conditions in this Contract or any other amendments to this Contract that are subsequently put in place.”
What Ms. ******** referred to in her complaint regarding a refund is addressed in our HMAS® Member Contract under Section 4 on page 8, which states that members are able to cancel at any time, but there is no cash value and there are no refunds. Please see the excerpt below taken from page 8 and 9 of our HMAS® Member Contract:
4.2 Termination. This Agreement will be terminated, and medical benefits will be relinquished and no refunds will be processed as follows:
4.4 Effect of Termination. If this Agreement is terminated by either Party, the Primary acknowledges that the Primary and all Eligible Person(s) will NOT continue to have use of the Primary’s HMA® Contribution Account, for Eligible Services and the Primary’s HMA® Account Balance will be relinquished to HMA® SERVICES and no refunds will be processed. Please note that once a Primary’s account has been terminated, should the Primary subsequently seek to reopen his/her account, a new account will have to be originated and no medical benefits previously relinquished will be reinstated.
In her complaint, Ms. ******** stated that we have only paid 1 claim since she has had her HMA plan, however, there have been a total of 9 claims paid for a total of $1,241.01. Eight of those claims were paid under the old Visa debit, and one claim was paid using the HMAS® Medical Benefits ID card.
Ms. ******** was sent several notifications about the change from the HMAS® Medical Reimbursement debit card to the HMAS® Medical Benefits ID card, and how to continue to access her HMAS® medical benefits for eligible medical expenses. We have made every effort to ensure all of our members understand the claims process with the HMAS® Medical Benefits ID card.
We did receive a termination request on February 29, 2024, and her contribution was drafted on March 5, 2024, so a refund has been processed for this payment because it was made after the termination request.
In conclusion, we would again like to thank you for the opportunity to provide our response and we are hopeful that this apparent misunderstanding will now be clarified. If there is any additional information that you may need concerning this matter, please advise.Customer response
03/27/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
03/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased this Health program when I couldn’t get health insurance. I paid my dentist for a procedure. This program is suppose to reimburse the money I paid and it has been since 1/29/24 still nothing. Should never take this long for payment. My Dentist is also waiting for a payment. We called they said they are 30 behind. Unacceptable. The amount is 175.00Business response
03/26/2024
This will acknowledge with thanks your correspondence on March 6, 2024 regarding the complaint of Mr. Joseph *******. We appreciate the opportunity to both know of the complaint and to respond, as we value our member relationships. Since receiving your notice of complaint, we have undertaken an investigation into this matter and would like to respond as follows. Please note before reading our response that the HMAS® medical benefit plan has not changed, just the way that eligible claims are processed and paid to the medical provider has changed.
Upon review of Mr. ********** HMA plan, we found that his claim reimbursement that he submitted for his dental services on January 30, 2024 in the amount of $175 was approved on March 7, 2024 and was paid to Mr. ******** on March 12, 2024.
The HMA® is a medical benefit plan in which members make a monthly contribution and Health Matching Account Services awards an increasing matching medical benefit towards the medical balance, and we have tens of thousands of satisfied members. The matching benefit is designed on a graduated schedule, where the matching benefit starts in month 1 and then gradually increases each month the benefit is not used. The HMA® is designed to reach a target benefit cap over 35 months, assuming the benefits are not accessed prior to that time. There is no cash value. Members can access their HMAS® medical benefits through the HMAS® Medical Benefits ID card.
Initially, Mr. ******** was issued our HMAS® Medical Reimbursement Visa® debit card to access her HMAS® medical benefits, but the claims process was changed on October 12, 2023 to the HMAS® Medical Benefits ID card. The reason for this change was to improve our members’ access to their HMAS® medical benefits for eligible medical services because our Visa® debit cards had necessary spending controls that would sometimes lead to declined transactions, resulting in our members having to pay out of pocket and submit claim reimbursements. To improve the claims process and eliminate these declined transactions, we issued our members the HMAS® Medical Benefits ID card. HMAS® members simply present this HMAS® Medical Benefits ID card to their providers, and that prompts their providers to submit claims to Health Matching Account Services for processing through our third-party administrator, resulting in no out-of-pocket claims for our members’. The HMAS® Program and Member Contract that Mr. ******** selected and agreed to specifically provides that HMAS® may amend or change the claim procedures as it may deem necessary and it does not permit refunds because there is no cash value. This is a critical requirement in the design of the HMAS® Program, which allows our members’ contributions to grow and multiply over time. Please see the excerpt below taken from the cover page of our HMAS® Member Contract:
“This Contract explains in detail your obligations regarding your account as well as how and for what medical expenses your account can be used. The HMA® is not a financial product. It is your responsibility to read and review the provisions in this Contract. If we do not hear from you within 7 days of any objections to the provisions in this Contract your agreement with HMAS® will be in force under the terms and conditions in this Contract or any other amendments to this Contract that are subsequently put in place.”In conclusion, we would again like to thank you for the opportunity to provide our response and we are hopeful that this apparent misunderstanding will now be clarified. If there is any additional information that you may need concerning this matter, please advise.
Initial Complaint
03/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I subscribed to this HMA as a way to offset covered medical expenses. Every month for 2+ years I have deposited $40 to my account and have made only one or two claims. Now they have a different method of processing claims, but I cannot even get this new member card as promised. Calls are never answered and if I get a callback, the person promises to overnight my material, email, etc. After MONTHS of this, I am furious! I have some dental expenses I need to use some of my funds to pay and cannot even get anyone to help me.Business response
03/26/2024
This will acknowledge with thanks your correspondence on March 6, 2024 regarding the complaint of Ms. Cynthia *******. We appreciate the opportunity to both know of the complaint and to respond, as we value our member relationships. Since receiving your notice of complaint, we have undertaken an investigation into this matter and would like to respond as follows. Please note before reading our response that the HMAS® medical benefit plan has not changed, just the way that eligible claims are processed and paid to the medical provider has changed.
The HMA® is a medical benefit plan in which members make a monthly contribution and Health Matching Account Services awards an increasing matching medical benefit towards the medical balance, and we have tens of thousands of satisfied members. The matching benefit is designed on a graduated schedule, where the matching benefit starts in month 1 and then gradually increases each month the benefit is not used. The HMA® is designed to reach a target benefit cap over 35 months, assuming the benefits are not accessed prior to that time. There is no cash value. Members can access their HMAS® medical benefits through the HMAS® Medical Benefits ID card.
Initially, Ms. ******* was issued our HMAS® Medical Reimbursement Visa® debit card to access her HMAS® medical benefits, but the claims process was changed on October 12, 2023 to the HMAS® Medical Benefits ID card. The reason for this change was to improve our members’ access to their HMAS® medical benefits for eligible medical services because our Visa® debit cards had necessary spending controls that would sometimes lead to declined transactions, resulting in our members having to pay out of pocket and submit claim reimbursements. To improve the claims process and eliminate these declined transactions, we issued our members the HMAS® Medical Benefits ID card. HMAS® members simply present this HMAS® Medical Benefits ID card to their providers, and that prompts their providers to submit claims to Health Matching Account Services for processing through our third-party administrator, resulting in no out-of-pocket claims for our members’. The HMAS® Program and Member Contract that Ms. ******* selected and agreed to specifically provides that HMAS® may amend or change the claim procedures as it may deem necessary and it does not permit refunds because there is no cash value. This is a critical requirement in the design of the HMAS® Program, which allows our members’ contributions to grow and multiply over time. Please see the excerpt below taken from the cover page of our HMAS® Member Contract:
“This Contract explains in detail your obligations regarding your account as well as how and for what medical expenses your account can be used. The HMA® is not a financial product. It is your responsibility to read and review the provisions in this Contract. If we do not hear from you within 7 days of any objections to the provisions in this Contract your agreement with HMAS® will be in force under the terms and conditions in this Contract or any other amendments to this Contract that are subsequently put in place.”
Upon review of Ms. *******’s HMA plan, we found that her new HMAS® Medical Benefits ID card was sent out to her in October 2023, however, she did not update her address with us so it was sent to an old address. We updated her address and had a replacement card sent to her that was delivered in the first week of March 2024.
Ms. ******* was sent several notifications about the change from the HMAS® Medical Reimbursement debit card to the HMAS® Medical Benefits ID card, and how to continue to access her HMAS® medical benefits for eligible medical expenses. We have made every effort to ensure all of our members understand the claims process with the HMAS® Medical Benefits ID card.
In conclusion, we would again like to thank you for the opportunity to provide our response and we are hopeful that this apparent misunderstanding will now be clarified. If there is any additional information that you may need concerning this matter, please advise.Initial Complaint
03/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Complaint to the BBB – I agree with the other reviews. This Company unilaterally changed the agreement of our contract and since last October, we had nothing but problems. They don't honor the card and changed it. We have to pay out of pocket and claim refunds for our own money, but they made it so difficult that it's been impossible for me to claim. Always a reason not to refund. Timing, not the right receipt, not with Medicare, something wrong on the form, etc... I'm placing a complaint with the BBB. Maybe, if we are enough, we can file a class action! It was a Health Matching Account to pay for our copays, dentist, chiropractor, medical expenses, prescriptions and more. We had a contract, they were taking $145. a month to pay for medical expenses and build an account till $10,000. Since last October, they changed the rules and the agreements on the contract without our authorization. Most clients are very very unsatisfied, look at the reviews online. I sent emails, and phone calls and they don't return my calls or answer my emails. I called my bank today and stopped all future payments and would like my money back. That's why they don't answer my emails or call me. Balance in my account is $5482.11. And they owe me $2256. for medical refunds.Business response
03/26/2024
This will acknowledge with thanks your correspondence on March 13, 2024 regarding the complaint of Ms. Denise ******. We appreciate the opportunity to both know of the complaint and to respond, as we value our member relationships. Since receiving your notice of complaint, we have undertaken an investigation into this matter and would like to respond as follows. Please note before reading our response that the HMAS® medical benefit plan has not changed, just the way that eligible claims are processed and paid to the medical provider has changed.
The HMA® is a medical benefit plan in which members make a monthly contribution and Health Matching Account Services awards an increasing matching medical benefit towards the medical balance, and we have tens of thousands of satisfied members. The matching benefit is designed on a graduated schedule, where the matching benefit starts in month 1 and then gradually increases each month the benefit is not used. The HMA® is designed to reach a target benefit cap over 35 months, assuming the benefits are not accessed prior to that time. There is no cash value. Members can access their HMAS® medical benefits through the HMAS® Medical Benefits ID card.
Initially, Ms. ****** was issued our HMAS® Medical Reimbursement Visa® debit card to access her HMAS® medical benefits, but the claims process was changed on October 12, 2023 to the HMAS® Medical Benefits ID card. The reason for this change was to improve our members’ access to their HMAS® medical benefits for eligible medical services because our Visa® debit cards had necessary spending controls that would sometimes lead to declined transactions, resulting in our members having to pay out of pocket and submit claim reimbursements. To improve the claims process and eliminate these declined transactions, we issued our members the HMAS® Medical Benefits ID card. HMAS® members simply present this HMAS® Medical Benefits ID card to their providers, and that prompts their providers to submit claims to Health Matching Account Services for processing through our third-party administrator, resulting in no out-of-pocket claims for our members’. The HMAS® Program and Member Contract that Ms. ****** selected and agreed to specifically provides that HMAS® may amend or change the claim procedures as it may deem necessary and it does not permit refunds because there is no cash value. This is a critical requirement in the design of the HMAS® Program, which allows our members’ contributions to grow and multiply over time. Please see the excerpt below taken from the cover page of our HMAS® Member Contract:
“This Contract explains in detail your obligations regarding your account as well as how and for what medical expenses your account can be used. The HMA® is not a financial product. It is your responsibility to read and review the provisions in this Contract. If we do not hear from you within 7 days of any objections to the provisions in this Contract your agreement with HMAS® will be in force under the terms and conditions in this Contract or any other amendments to this Contract that are subsequently put in place.”
What Ms. ****** referred to in her complaint regarding a refund is addressed in our HMAS® Member Contract under Section 4 on page 8, which states that members are able to cancel at any time, but there is no cash value and there are no refunds. Please see the excerpt below taken from page 8 and 9 of our HMAS® Member Contract:
4.2 Termination. This Agreement will be terminated, and medical benefits will be relinquished and no refunds will be processed as follows:
4.4 Effect of Termination. If this Agreement is terminated by either Party, the Primary acknowledges that the Primary and all Eligible Person(s) will NOT continue to have use of the Primary’s HMA® Contribution Account, for Eligible Services and the Primary’s HMA® Account Balance will be relinquished to HMA® SERVICES and no refunds will be processed. Please note that once a Primary’s account has been terminated, should the Primary subsequently seek to reopen his/her account, a new account will have to be originated and no medical benefits previously relinquished will be reinstated.
Upon review of Ms. ******’s HMA plan history since she joined in January 2017, we found that she has contributed a total of $12,470 towards her HMA plan, and Health Matching Account Services has paid $18,209.89 in claims. The HMA plan has worked exactly how it was supposed to for Ms. ****** and she has received the value of our matching medical benefits.
Ms. ****** was sent several notifications about the change from the HMAS® Medical Reimbursement debit card to the HMAS® Medical Benefits ID card, and how to continue to access her HMAS® medical benefits for eligible medical expenses. We have made every effort to ensure all of our members understand the claims process with the HMAS® Medical Benefits ID card.
In conclusion, we would again like to thank you for the opportunity to provide our response and we are hopeful that this apparent misunderstanding will now be clarified. If there is any additional information that you may need concerning this matter, please advise.Business response
03/26/2024
This will acknowledge with thanks your correspondence on March 13, 2024 regarding the complaint of Ms. Denise ******. We appreciate the opportunity to both know of the complaint and to respond, as we value our member relationships. Since receiving your notice of complaint, we have undertaken an investigation into this matter and would like to respond as follows. Please note before reading our response that the HMAS® medical benefit plan has not changed, just the way that eligible claims are processed and paid to the medical provider has changed.
The HMA® is a medical benefit plan in which members make a monthly contribution and Health Matching Account Services awards an increasing matching medical benefit towards the medical balance, and we have tens of thousands of satisfied members. The matching benefit is designed on a graduated schedule, where the matching benefit starts in month 1 and then gradually increases each month the benefit is not used. The HMA® is designed to reach a target benefit cap over 35 months, assuming the benefits are not accessed prior to that time. There is no cash value. Members can access their HMAS® medical benefits through the HMAS® Medical Benefits ID card.
Initially, Ms. ****** was issued our HMAS® Medical Reimbursement Visa® debit card to access her HMAS® medical benefits, but the claims process was changed on October 12, 2023 to the HMAS® Medical Benefits ID card. The reason for this change was to improve our members’ access to their HMAS® medical benefits for eligible medical services because our Visa® debit cards had necessary spending controls that would sometimes lead to declined transactions, resulting in our members having to pay out of pocket and submit claim reimbursements. To improve the claims process and eliminate these declined transactions, we issued our members the HMAS® Medical Benefits ID card. HMAS® members simply present this HMAS® Medical Benefits ID card to their providers, and that prompts their providers to submit claims to Health Matching Account Services for processing through our third-party administrator, resulting in no out-of-pocket claims for our members’. The HMAS® Program and Member Contract that Ms. ****** selected and agreed to specifically provides that HMAS® may amend or change the claim procedures as it may deem necessary and it does not permit refunds because there is no cash value. This is a critical requirement in the design of the HMAS® Program, which allows our members’ contributions to grow and multiply over time. Please see the excerpt below taken from the cover page of our HMAS® Member Contract:
“This Contract explains in detail your obligations regarding your account as well as how and for what medical expenses your account can be used. The HMA® is not a financial product. It is your responsibility to read and review the provisions in this Contract. If we do not hear from you within 7 days of any objections to the provisions in this Contract your agreement with HMAS® will be in force under the terms and conditions in this Contract or any other amendments to this Contract that are subsequently put in place.”
What Ms. ****** referred to in her complaint regarding a refund is addressed in our HMAS® Member Contract under Section 4 on page 8, which states that members are able to cancel at any time, but there is no cash value and there are no refunds. Please see the excerpt below taken from page 8 and 9 of our HMAS® Member Contract:
4.2 Termination. This Agreement will be terminated, and medical benefits will be relinquished and no refunds will be processed as follows:
4.4 Effect of Termination. If this Agreement is terminated by either Party, the Primary acknowledges that the Primary and all Eligible Person(s) will NOT continue to have use of the Primary’s HMA® Contribution Account, for Eligible Services and the Primary’s HMA® Account Balance will be relinquished to HMA® SERVICES and no refunds will be processed. Please note that once a Primary’s account has been terminated, should the Primary subsequently seek to reopen his/her account, a new account will have to be originated and no medical benefits previously relinquished will be reinstated.
Upon review of Ms. ******’s HMA plan history since she joined in January 2017, we found that she has contributed a total of $12,470 towards her HMA plan, and Health Matching Account Services has paid $18,209.89 in claims. The HMA plan has worked exactly how it was supposed to for Ms. ****** and she has received the value of our matching medical benefits.
Ms. ****** was sent several notifications about the change from the HMAS® Medical Reimbursement debit card to the HMAS® Medical Benefits ID card, and how to continue to access her HMAS® medical benefits for eligible medical expenses. We have made every effort to ensure all of our members understand the claims process with the HMAS® Medical Benefits ID card.
In conclusion, we would again like to thank you for the opportunity to provide our response and we are hopeful that this apparent misunderstanding will now be clarified. If there is any additional information that you may need concerning this matter, please advise.Business response
03/26/2024
This will acknowledge with thanks your correspondence on March 13, 2024 regarding the complaint of Ms. Denise ******. We appreciate the opportunity to both know of the complaint and to respond, as we value our member relationships. Since receiving your notice of complaint, we have undertaken an investigation into this matter and would like to respond as follows. Please note before reading our response that the HMAS® medical benefit plan has not changed, just the way that eligible claims are processed and paid to the medical provider has changed.
The HMA® is a medical benefit plan in which members make a monthly contribution and Health Matching Account Services awards an increasing matching medical benefit towards the medical balance, and we have tens of thousands of satisfied members. The matching benefit is designed on a graduated schedule, where the matching benefit starts in month 1 and then gradually increases each month the benefit is not used. The HMA® is designed to reach a target benefit cap over 35 months, assuming the benefits are not accessed prior to that time. There is no cash value. Members can access their HMAS® medical benefits through the HMAS® Medical Benefits ID card.
Initially, Ms. ****** was issued our HMAS® Medical Reimbursement Visa® debit card to access her HMAS® medical benefits, but the claims process was changed on October 12, 2023 to the HMAS® Medical Benefits ID card. The reason for this change was to improve our members’ access to their HMAS® medical benefits for eligible medical services because our Visa® debit cards had necessary spending controls that would sometimes lead to declined transactions, resulting in our members having to pay out of pocket and submit claim reimbursements. To improve the claims process and eliminate these declined transactions, we issued our members the HMAS® Medical Benefits ID card. HMAS® members simply present this HMAS® Medical Benefits ID card to their providers, and that prompts their providers to submit claims to Health Matching Account Services for processing through our third-party administrator, resulting in no out-of-pocket claims for our members’. The HMAS® Program and Member Contract that Ms. ****** selected and agreed to specifically provides that HMAS® may amend or change the claim procedures as it may deem necessary and it does not permit refunds because there is no cash value. This is a critical requirement in the design of the HMAS® Program, which allows our members’ contributions to grow and multiply over time. Please see the excerpt below taken from the cover page of our HMAS® Member Contract:
“This Contract explains in detail your obligations regarding your account as well as how and for what medical expenses your account can be used. The HMA® is not a financial product. It is your responsibility to read and review the provisions in this Contract. If we do not hear from you within 7 days of any objections to the provisions in this Contract your agreement with HMAS® will be in force under the terms and conditions in this Contract or any other amendments to this Contract that are subsequently put in place.”
What Ms. ****** referred to in her complaint regarding a refund is addressed in our HMAS® Member Contract under Section 4 on page 8, which states that members are able to cancel at any time, but there is no cash value and there are no refunds. Please see the excerpt below taken from page 8 and 9 of our HMAS® Member Contract:
4.2 Termination. This Agreement will be terminated, and medical benefits will be relinquished and no refunds will be processed as follows:
4.4 Effect of Termination. If this Agreement is terminated by either Party, the Primary acknowledges that the Primary and all Eligible Person(s) will NOT continue to have use of the Primary’s HMA® Contribution Account, for Eligible Services and the Primary’s HMA® Account Balance will be relinquished to HMA® SERVICES and no refunds will be processed. Please note that once a Primary’s account has been terminated, should the Primary subsequently seek to reopen his/her account, a new account will have to be originated and no medical benefits previously relinquished will be reinstated.
Upon review of Ms. ******’s HMA plan history since she joined in January 2017, we found that she has contributed a total of $12,470 towards her HMA plan, and Health Matching Account Services has paid $18,209.89 in claims. The HMA plan has worked exactly how it was supposed to for Ms. ****** and she has received the value of our matching medical benefits.
Ms. ****** was sent several notifications about the change from the HMAS® Medical Reimbursement debit card to the HMAS® Medical Benefits ID card, and how to continue to access her HMAS® medical benefits for eligible medical expenses. We have made every effort to ensure all of our members understand the claims process with the HMAS® Medical Benefits ID card.
In conclusion, we would again like to thank you for the opportunity to provide our response and we are hopeful that this apparent misunderstanding will now be clarified. If there is any additional information that you may need concerning this matter, please advise.Initial Complaint
03/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have been a customer for over 4 years with the Health Matching Account. With their recent changes to the system, they CLAIM, that it is an easy process. WELL every single doctor I have been to has refused to take it. There is almost 3,000 dollars in my account and I can't even use it!!!! Not for ALL the listed approved services this card will cover as well as prescriptions. Walgreens will not even use it! And if you cancel and stop making your payments they take your money!!! Yesterday I went to Stanton Optical for a vision test and new glasses and contacts. They completely refused to take this option. Im at a loss for what to do, how do I make a complaint with the government to have this looked into? This is robbery!!!! Class action lawsuit? File a complaint with the FCC? IM AT A COMPLETE LOSS AND FEEL COMPLETELY TAKEN ADVANTAGE OFBusiness response
03/12/2024
This will acknowledge with thanks your correspondence on March 5, 2024 regarding the complaint of Ms. Ashley *******. We appreciate the opportunity to both know of the complaint and to respond, as we value our member relationships. Since receiving your notice of complaint, we have undertaken an investigation into this matter and would like to respond as follows. Please note before reading our response that the HMAS® medical benefit plan has not changed, just the way that eligible claims are processed and paid to the medical provider has changed.
The HMA® is a medical benefit plan in which members make a monthly contribution and Health Matching Account Services awards an increasing matching medical benefit towards the medical balance, and we have tens of thousands of satisfied members. The matching benefit is designed on a graduated schedule, where the matching benefit starts in month 1 and then gradually increases each month the benefit is not used. The HMA® is designed to reach a target benefit cap over 35 months, assuming the benefits are not accessed prior to that time. There is no cash value. Members can access their HMAS® medical benefits through the HMAS® Medical Benefits ID card.
Initially, Ms. ******* was issued our HMAS® Medical Reimbursement Visa® debit card to access her HMAS® medical benefits, but the claims process was changed on October 12, 2023 to the HMAS® Medical Benefits ID card. The reason for this change was to improve our members’ access to their HMAS® medical benefits for eligible medical services because our Visa® debit cards had necessary spending controls that would sometimes lead to declined transactions, resulting in our members having to pay out of pocket and submit claim reimbursements. To improve the claims process and eliminate these declined transactions, we issued our members the HMAS® Medical Benefits ID card. HMAS® members simply present this HMAS® Medical Benefits ID card to their providers, and that prompts their providers to submit claims to Health Matching Account Services for processing through our third-party administrator, resulting in no out-of-pocket claims for our members’. The HMAS® Program and Member Contract that Ms. ******* selected and agreed to specifically provides that HMAS® may amend or change the claim procedures as it may deem necessary and it does not permit refunds because there is no cash value. This is a critical requirement in the design of the HMAS® Program, which allows our members’ contributions to grow and multiply over time. Please see the excerpt below taken from the cover page of our HMAS® Member Contract:
“This Contract explains in detail your obligations regarding your account as well as how and for what medical expenses your account can be used. The HMA® is not a financial product. It is your responsibility to read and review the provisions in this Contract. If we do not hear from you within 7 days of any objections to the provisions in this Contract your agreement with HMAS® will be in force under the terms and conditions in this Contract or any other amendments to this Contract that are subsequently put in place.”
What Ms. ******* referred to in her complaint regarding a refund is addressed in our HMAS® Member Contract under Section 4 on page 8, which states that members are able to cancel at any time, but there is no cash value and there are no refunds. Please see the excerpt below taken from page 8 and 9 of our HMAS® Member Contract:
4.2 Termination. This Agreement will be terminated, and medical benefits will be relinquished and no refunds will be processed as follows:
4.4 Effect of Termination. If this Agreement is terminated by either Party, the Primary acknowledges that the Primary and all Eligible Person(s) will NOT continue to have use of the Primary’s HMA® Contribution Account, for Eligible Services and the Primary’s HMA® Account Balance will be relinquished to HMA® SERVICES and no refunds will be processed. Please note that once a Primary’s account has been terminated, should the Primary subsequently seek to reopen his/her account, a new account will have to be originated and no medical benefits previously relinquished will be reinstated.
In her complaint, Ms. ******* also stated that “every single doctor I have been to has refused to take it”, however, Ms. ******* did have a claim successfully processed and paid to her provider using her HMAS® Medical Benefits ID card for $2,888. As for other medical providers, there is nothing in the HMAS® Member Contract that gives HMAS® the authority to require medical care providers to provide services for payment under the HMAS® program. We want to work with medical providers and we encourage providers to submit claims. We even tell our members to provide us with their medical providers’ contact information so we can call them and get them to join our program.
In conclusion, we would again like to thank you for the opportunity to provide our response and we are hopeful that this apparent misunderstanding will now be clarified. If there is any additional information that you may need concerning this matter, please advise.
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Customer Complaints Summary
120 total complaints in the last 3 years.
117 complaints closed in the last 12 months.
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