Complaints

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I registered for this service november of 2023. I thought this would work like a health savings account where I could pay for things and ask to be reimbursed. I tried to use it for the first time after putting $360 inside for a chiropractor visit of about $60. I tried to get reimbursed on their website and never heard anything after a month. Then I get this lengthy email that was longer than a novel and said essentially they told all customers in october that their policy was changing and they will only give a card and the doctor is expected to call them. I didn't even sign up until November so sorry I must have missed that communication months before I signed up. My chiropractor doesn't take any insurance and anyway when you call they just hang up on your and say they will call you back. In the bottom of their email they say "However, if your medical provider chooses to be difficult, and not work with us, it is that relationship with your medical provider that should come into question." So they are a massive pain to work with, they won't return my own money to me, and if my chiropractor doesn't take insurance or put up with their insanely complex processes then they are insulting my doctor now? This company is a complete scam.

  Business response

  03/06/2024

  This will acknowledge with thanks your correspondence on February 28, 2024 regarding the complaint of Ms. Laura *****. 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, HMAS® issued our HMAS® Medical Reimbursement Visa® debit card to our members so that they could access their 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.
  
  Ms. ***** was sent several notifications on how 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 addition, we ask that our members provide us with their medical providers’ contact information so that we may reach out to them if they have questions on how to submit their patient’s claims to HMAS®. We did receive a claim reimbursement request from Ms. ***** that has been approved, and it will be paid to Ms. ***** shortly, within the next week.

  
  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

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have sent in receipts and vet summaries to my pet health matching account which I pay $40 to per month and I have spent 2 solid months getting the run around with over 15 phone calls, at least 5 emails sent to try to get my OWN money back that I save for vet expenses only to have this place not get back to me I have also requested a manager to call me back 3 times and have yet to hear from any manager.

  Business response

  03/06/2024

  This will acknowledge with thanks your correspondence regarding the complaint of Ms. April *******. 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. 

  We are in receipt of 2 claim reimbursement requests from Ms. April *******. Both claim reimbursements have been approved and the reimbursement payments will be paid to her shortly, within the next week. 

  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

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  HMA recently swapped to a new ID card to be offered to health care providers to get reimbursed, used to be a debit, but no healthcare provider has successfully been paid by them yet....out of 5 various service providers. Do not invest in this fraud.

  Business response

  03/05/2024

  This will acknowledge with thanks your correspondence on February 23, 2024 regarding the complaint of Mr. Carl ********. 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, Mr. ******** 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 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.”

  
  What Mr. ******** referred to in his 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.
  
  Mr. ******** 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 his 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.

  
  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

  02/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Health Matching Account was suggested for an account to put money so that if I encounter or accumulate medical bills that require payment out of my own pocket I would be able to use this money to pay those depts. This Company takes a determined amount out of my bank each month. Its a continued contribution to reach a determined amount by Me, however when I have to use any of the funds, I will continue to build on my HMA account. They have not honored paying my submitted hospital bills and though I have reached out several times to get this taken care of they just give me the run around. They deny receiving my bills, which Is an out right lie! I have even sent the invoices through email. So I know they have and are just avoiding paying them with My Money!! Now they have been acting like they are a billing charge demanding I pay the monthly amount I had previously chose to put in my account, and are denying me access to my HMA account. My hospital bill is now 3 months outstanding and the 1,255.00 I have in the HMA account is being withheld from me and any medical bills I accrue. I refuse to contribute one more penny until they pay my Hospital bill which is 840.00 dollars. I want my money in HMA used to pay this bill!!!!

  Business response

  03/07/2024

  In conducting our investigation, we have learned the following: 

  
  1. Ms. ****** emailed our Third Party Administrator (TPA) on January 22, 2024 at 1:02 p.m. EST regarding her hospital statement from Intermountain Health/Salt Lake City; 
  

  2. Prior to January 22, 2024, neither our TPA nor HMA® Services had received any notice of claim and/or supporting documents from Ms. ****** or Intermountain Health/Salt Lake City; 
  

  3. The hospital statement from Intermountain Hospital reveals that her dates of service were 9/22/23 to 9/24/23. This claim was submitted, as expected, to her primary insurer i.e., Medicare Selecthealth Advantage. We do not know the timeline for how long it took Medicare Selecthealth Advantage to make their payment to Intermountain Health Salt Lake City. The hospital statement is dated 11/17/23, however, we do not know when Ms. ****** actually received the statement; 
  

  4. When our TPA received a copy of the statement on January 22, 2024 noting that $820 was not paid by her primary insurer, the claim was then sent to HMA® Services as a secondary form of payment; 
  

  5. We would note that the claim has been processed by our TPA with payment made to Intermountain Health/Salt Lake City on February 4, 2024. In short, the claim was processed and paid within 14 days of receipt. For your information, our HMA® member contract has a thirty-day time period for payment after receipt of notice and the supporting documentation.
  Needless to say, HMA® Services has no control over the process involving a claim submittal to the primary insurer and the time period that it takes the insurer to process and make payment. 
  We very much appreciate the opportunity you have given us to provide further clarity with respect to this matter....and essentially provide the "rest of the story" here. We are hopeful that our response is helpful in resolving what is an unfortunate misunderstanding, in our view. HMA® Services strives to perform its services in a responsible manner and values its consumer relationships.
  
  
  Thank you, 
  Geoff ****
  

  
  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are supposed to pay all co pays for insurance at the time of service which never happens. Get the run around ever time I try to use my own money.

  Business response

  03/07/2024

  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, 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.”

  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, and it has been working successfully for Ms. *******. Since the change to the HMAS® Medical Benefits ID card, HMAS® has processed and paid over $500 in claims to Ms. ********* medical providers.

  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. 

   

  --

  Thank you, 

  Geoff ****

• Initial Complaint

  12/20/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have been trying to cancel my HMA account for several weeks now and have not been able to. HMA Services Inc does not have a way for me to cancel my account online. I have tried calling them many times and every time I call they say that everyone is busy and that I'll be called back when an agent becomes available. They have never called me back. I have tried sending out emails, both from my personal email account and using their "Contact Us" form. Still, there has been no response. I'm getting frustrated that I am unable to cancel their services online and they have been totally unresponsive to my attempts to call them and email them. My calls have all been during valid business hours. I should have control over my account with this company.

  Business response

  03/05/2024

  This will acknowledge with thanks your correspondence on December 21, 2023 regarding the complaint of Mr. Daniel ********. 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. 

  On December 18, 2023, we received a message through Mr. ********'s online HMA Member Portal with a request to cancel his HMA plan, and then he sent a follow up email on December 19, 2023. Upon receipt of this request, Mr. ********'s payment draft was cancelled so he would no longer be charged for his HMA monthly contribution. On January 5, 2024, we reached out to Mr. ******** so that we could get our HMAS Termination Form completed and returned for our records, which he promptly did and his HMA plan was cancelled per his request. Mr. ******** was not charged for any additional contributions after his initial request to cancel on December 18, 2023.

   

  Customer response

  03/12/2024

  [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

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Regarding the changes in the HMA card, this has been a frustrating process that hasn't been fluid or effective. The original idea of the credit card was a positive one as most HMAs or FSAs have some kind of debit card process. However, I have a express scripts/mail order service for pharmacy so the card didn't allow for online transactions but instead a physical one. That didn't work out so well. When the transition occurred from the credit card to the "insurance type" looking card, this has been a disaster. I have since receiving the card attempted to use it 5 times without success. They are not an insurance company, but attempts to make claims on rejecting the medical expenses or payments I have made for reimbursement when my HMA card could not be used. I have tried to use it at the pharmacy to which the pharmacy pointed out that a disclaimer at the bottom states not effective until 12/31/23. It was denied at pharmacy. Second, I tried to use it to pay healthcare balances for medical to which they stated there is no where to add that on nor is all the information necessary on the card to be added. I tried to use it for other health-related expenses with no luck. This is fraudulant. I have thus far put in. The site claims the following "You can access your HMA plan benefits to pay for your qualifying needs by presenting your HMA Medical Benefits ID Card to your health care providers at the time of service, and the amount will be deducted from your current amount of HMA medical benefits at the time of your medical claim" Thus far I have a balance of $697.80 that has yet to be reimbursed, but I have provided receipts of CPAP equipment, itemized doctor's visits that has been paid already. The visa credit card stopped working and the insurance like card provided no one knows or able to add or used or reimbursed for any medical expenses. They are NOT an insurance company. Judy ******

  Business response

  03/05/2024

  This will acknowledge with thanks your correspondence on December 20, 2023 regarding the complaint of Ms. Judy ******. 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.
  
  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 addition, we have worked with Ms. ****** on several occasions over the past few months to get her claim reimbursements processed and paid to her. HMAS® is happy to state that Ms. ****** has received $792.76 in claim reimbursement payments between December 2023 and February 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. 

• Initial Complaint

  12/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  HMA account had credit card to use for almost a decade. With out any notice they took the ability to use the card away and all the money I have in the account. (7400$!!) and out of no where turned the whole system upside and wont let you have access to you HMA savings unless you jump through a bunch of hoops. Versus for almost a decade being able to pay for procedures, now they want to be an insurance company and analyze every purchase. HMA is no acting as the gate keeper to consumers money and being the judge and jury as to how and IF you can spend it. I keep getting denied services due to shady business practices being carried out.

  Business response

  03/05/2024

  This will acknowledge with thanks your correspondence on December 14, 2023 regarding the complaint of Mr. Jason ********. 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, Mr. ******** 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 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.”

  
  Mr. ******** 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 his 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. HMAS® is happy to announce that Mr. ******** has successfully submitted claims through his HMAS® Medical Benefits ID card and over $2,500 has been paid from his HMAS® plan to his medical providers.

  
  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

  12/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Since early August I have labored to get reimbursement for multiple medical/dental visits which qualify under their guidelines. Just to be clear, I am a member of this HMA and mostly pay into an account. To date I have a HMA balance of more than $7500. I have submitted multiple claims, multiple times. And as of this writing, I have received $0 in reimbursement. My out of pocket expenses for 6 visits for dental care is $6216. I’m not asking that they reimburse me for expenses two years ago. All of these expenses have been incurred since 8/4/23. I have submitted receipts/proof of work done from the dentist and the oral surgeon. I’ve submitted documentation from those care providers showing that it was my personal credit card used to pay for the non-insurance covered portion. I’ve provided documentation from my credit card company showing the same payments. And each time, they kick back the claim for some kind of ‘clarification’ and effort to get the claim outside of their ridiculous ’30-day’ service window. In the very least this is some type of investment scam. They take the money from the member, then conjure up any manner of excuse to reject the valid claim. I have all documentation showing my payments into their system over the last number of YEARS, and it was only this August that I began to try and utilize the service which they claim to provide. My dental providers have been more than cooperative in endlessly printing documentation which seems to go nowhere with the process. My goal is to simply get reimbursement for my legitimate expenses, from the funds which I HAVE PAID into their system!? 8/4: Dr ******: $1837 root canal 8/18: $729. ********* Dental prep for crown 10/17: $837 ********* Dental crown installed, scaling 11/2: $724. ********* Dental Scaling second half of crown payment. 11/15: $724 ********* Dental Prep for second crown/ cavity replacement 11/24: $1364 ******** Dental second crown

  Business response

  03/05/2024

  This will acknowledge with thanks your correspondence on December 13, 2023 regarding the complaint of Mr. William *******. 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, Mr. ******* 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 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.”
  Mr. ******* 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 his 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 feel that our updated claims process will benefit Mr. ******* because he had to pay out of pocket at several of his providers and submit claim reimbursements. Mr. ******* also referred to difficulty with getting his claim reimbursements processed because we asked for additional information regarding his claims. To process a claim reimbursement, HMAS® requires a paid receipt and an itemized list of services to verify that the claim is eligible for reimbursement. This is an industry standard practice. On January 12, 2024, after working with Mr. ******* to get this issue resolved, HMAS® is happy to announce that we paid Mr. ******* $5,487 for his eligible claim reimbursements.
  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

  03/12/2024

  [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

  11/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Health Matching Accounts was sold to me as a point of sale option to pay for medical expenses not covered by insurance. For $140/mo I would receive a physical card that would allow my medical providers to directly charge the available balance of funds with Health Matching Services for my medical expense. Health Marching Services failed to deliver what I was sold in a number of ways. First, the physical card only worked if medical providers used a specific type of point of sale terminal. Many providers take payment over the internet and these transactions were not allowed. Second the reimbursement option added to the program only allowed customers to request a reimbursement if the requests was made within 30 days of the service. Often the medical provider sends the bill such that it is not possible comply with this requirement. Third, as of October 2023, Health Matching Services is claiming they will discontinue the physical POS card and not reimburse customers for medical charges paid for out of pocket. Health Matching Accounts has not delivered what was sold. Furthermore, they have changed the program materially. At this time, I have paid Health Matching Services $2,038 more in contribution than I have received in reimbursed or charged expenses. Also, I have spent many hours of my time submitting reimbursement claims and attempting to convince Health Matching Services to deliver what I was sold.

  Business response

  03/06/2024

  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 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 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.”

  
  What Mr. **** referred to in his 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.
   
  For the claim reimbursements that Mr. **** referenced in his complaint, HMAS® is happy to state that we processed and paid $1,498.60 in claim reimbursements in December 2023 and January 2024 to Mr. ****.

  
  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. 
  
  
  Thank you, 
  Geoff ****
  

  
  

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