Anonymous

Discovery Benefits deliberately holding up customers' healthcare money

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Discovery Benefits is very difficult to deal with. Uploaded document for my claim simply disappeared. System doesn't let me re upload documents. I faxed documents in. Representative claims they did not receive my fax. I have a proof that fax went through. No supervisor nor manager accessible to assist in resolving issue. Representative clearly lied to me. My experience with Discovery Benefits is horrible. I will open my own individual HSA at the bank or brokerage firm. HSA accounts are better anyway. You can carry balance over from year to year. Also, almost anyone can open HSA because everyone's deductibles are high enough to qualify you for HSA. You can even use HSA account money to pay Medicare premiums some day, or you can use HSA money to pay insurance premiums when you are unemployed. Just make sure never to have FSA with Discovery Benefits. This company is terrible.
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Cons:
  • Being unable to acces my money

Preferred solution: close my FSA account

User's recommendation: Do not use Discovery Benefits for your FSA account.

Anonymous
map-marker Coppell, Texas

Claim denied.

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Dental claim 5/30/20 denied because ac use they demand EOB. Insurance says EOB not available until 6/30. Discovery cut my account off with no notice on 6/10. Sent them substantiation statement from dentist. They still demand EOB.
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User's recommendation: Lobby your employer to drop Discovery Benefits.

Christy L Ncp

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Verified Reviewer

Poor service

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We are in the middle of a pandemic, namely Covid 19. I have 2 receipts due from 2 businesses that are closed. They are threatening to turn off my card right when I will be needing medication. I reached out to them and was told......sorry we still need your receipts or the card will be disabled. They told me to call my insurance company. What for???? These are covered expenses that have nothing to do with my insurance. This is a example of how this company treats people in a crisis. Not to mention it is my own money funding it. I am done after this benefit period with them. Shameful!!
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Pros:
  • Having access to money when i need meds between paychecks

Preferred solution: Suspend receipt submission until shelter in place is lifted and businesses are open

User's recommendation: Steer clear

Anonymous
map-marker Sherwood, Oregon

NO POLITICAL BS

QUIT SHOVING YOUR POLITICAL AGENDA DOWN OUR *** THROATS!!!!!!~
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Anonymous
map-marker Woodland, Washington

Steer clear of this company at all costs

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Once again, for the umpteenth time, this past Saturday I went to pay for my prescriptions, my card was turned off. Jumped on the app to see what could be going on this time. No overdue receipts, no rejected receipts, no rejected claims showing (that is amazing, because they tend to reject EVERYTHING) plenty of cash in the account (that I put in via payroll deduction) nothing jumps out as a potential issue? Can only call them Mon-Fri like 8am-4pm, they dont answer the phone any other time. So I guess ONCE AGAIN Im going to have to call them and sit on hold forever to find out why my card was shut off and I had to pay my prescriptions out of pocket while they are sitting on the cash I send them. THIS HAPPENS ALL THE TIME, the couple of hundred dollars a year you might save using an FSA with Discovery Benefits does not even begin to make up for all the hurdles you have to jump over. I would highly, highly suggest you look elsewhere for a flexible spending account. There are several good companies out there that are more customer friendly. I dont know if they are just severely poorly managed or what the deal is, but Im warning you, like nearly every other review you read about these people, stay away from them.
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Anonymous
map-marker Cardigan, Wales

My mother passed away 20th april

my mother edith mary mobey membership 07453**** passed away 20th april at st augustines durban , i want you to please notify your administration and cancel the debit order immediately , please confirm received notice , ken mobey
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Anonymous
map-marker Clarksville, Tennessee

Non payment

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I supplied receipts for payment and they refused payment stating they needed receipts then threatened to put my card on hold
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User's recommendation: Stay away

Lauren C Nlp

Extremely difficult company to work with

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I have logged approximately 60 hours of my time attempting to get reimbursed for our FSA. I've been on hold a cumulative total of 10 hours. I've waited days for a supervisor to call to explain denial letters that don't hold water (I've been told they were illegible, when I could see them very clearly on my end) I have submitted literally hundreds of pages of documentation to support my reimbursement claims. On any given claim, I may receive 2-3 different reasons for why they won't reimburse. There have been claims when I simply re-submitted the earlier denied recipient that would then later be approved. There doesn't seem to be any consistency to the rules they follow for reimbursement. Someone should look into filing a class action lawsuit. This is our 2nd year with them, last year I forwent even applying for some of our reimbursements because I simply didn't have the time to keep trying. I hope some law firm out there takes a look at these complaints and files a class action suit.
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Loss:
$600
Cons:
  • Corrupt
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

1 comment
Guest

Agreed!

Courtney A Jko

Awful to work with

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My husband is in between insurance plans because he left his previous job for his current one. His previous employer has COBRA through this company.

His last date of coverage for insurance with his previous company was September 5th, and his coverage with the new company will not take affect until October, which is why we opted for COBRA. You may think it's only a month, why didn't we just wait the month out?

I have a lot of medical issues and meds. When we figured out my medical expenses, it was cheaper to pay the $400 in the monthly COBRA premium, opposed to paying for my meds and appointments out of pocket for the month.

When we first received our COBRA Discovery Benefit package, it provided instruction on how to enroll and payment information. I enrolled myself the same night we received it.

I noticed in the paperwork, it said we have a 30 day grace period for payment per month of insurance. Let me back up a little bit. First, the same night I selected the coverage, I tried to pay with the premium with the HSA card. It kept declining so I wanted until the next morning with Discovery was open to call and see what was happening.

Discovery blamed it on the HSA carrier. It wasn't Discovery declining, the card simply wasn't working. I called the HSA company and they did tell me I couldn't pay my premium with the card. It wasn't for lack of money, it was just their policy.

So either I had to send a check and they would reimburse me or they can send the check directly to Discovery.I opted for the check to go to Discovery thinking that was a safer option. They told me it would take about 2 business days and then they could send it.

A week and a half later, I called Discovery to see if they received it because I haven't heard anything or received any updates from either company. They told me that because it was a check they received for payment it was going to take up to 15 business days to process. I kept asking the rep why that long and I was told it was just policy.

She basically didn't have a good reason for me. However, she did say if I would have paid with a credit card, it would only that 3 business days for processing. I immediately got off the phone with her, called my HSA company to cancel the check and called Discovery back to just put the payment on my card. THEN, the rep proceeds to tell me they can't take a credit card over the phone for payment, I had to pay online.

Whatever, I was frustrated enough already so I just paid online with the rep on the phone to make sure I did it correctly.

I called Aetna the next day to see why it still said my coverage was termed. They told me they didn't receive any confirmation from Discovery that I paid so they could not reactivate me yet. I called Discovery, AGAIN. The rep told me it was still processing and it should wrap up by the end of the week.

That takes us until today, Saturday.

I just received a paper letter in the mail from Discovery that says in order to communicate the proper coverage to Aetna, they need me to submit my name, DOB, gender, and SSN via phone. I am going to call on Monday when they are open to provide this information but I swear, if they tell me it will be another 10 business days for processing, I just wasted $400 for either a very short period of coverage or no coverage at all.

It is so disgusting that companies can get away with this stuff. I just hope someone does what I didn't do.

Read the reviews before you decide to to business with a company. I 100% thought because this company was recommend by my husband's previous employer, it was safe and as you can see, it's not.

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Loss:
$400
Cons:
  • Promising one thing and not delivering it at all
  • Being told lies
  • Very poor service
Reason of review:
Not as described/ advertised

Preferred solution: Full refund

Brian S Tnv

This company is pure evil.

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The worst of the worst. They basically make it impossible to collect on your FSA claims without a colossal fight. Their website "help" ... doesn't. Be prepared to spend two hours listening to awful music on hold to speak with an actual human being about liberating YOUR money.
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Loss:
$1500
Cons:
  • Everything about the company
Reason of review:
Poor customer service

Preferred solution: Pay the legitimate expenses I submitted nearly 3 months ago.

Leigh M Xxo

Steer clear if you can!!!!!

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I don't even know where to start.... My husband and I worked for the same company. I COBRA'd my insurance. I switched to my husband's group insurance, then his COBRA. Confused the *** out of them. As outrageous as it sounds, I have essentially made 6 months of premiums with no insurance still. They tell me I'm covered and then I'm not. I'm covered, I'm not. One person says 1 thing. I call back and another person says the opposite. We were incorrectly told my husband had to COBRA his insurance for me to be added. This is obviously wrong, but we did it anyway. We were told we could term it immediately and he would not have to pay, which also makes no sense, ;but we did it anyway. That is basically just the beginning. They claim the term form was not legible. I would have never known had I not checked. The next one they say they didn't receive. The 3rd one was recieved, confirmed and they confirmed that his COBRA was termed. Now they tell me it wasn't. I've made 6 payments with no insurance. Couldn't find my payments and insinuated I was lying until I produced both credit card and bank confirmations. They tried to blame it on the bank. Long story short... I've paid 6 months of payments that they now say were received, but not applied and almost 7 hours of phone calls. If there are any attorneys reading this.... feel free to contact me. leigh.ann2018@***.com. Filing complaints with the insurance commissioner in every state applicable.
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Loss:
$5000
Cons:
  • Mass confusion
  • No help with customer service
  • Illegal and unethical payment practices
Reason of review:
Problems with payment

Preferred solution: Full refund

TERESA B Yhj

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Stay away

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If you are considering DB to handle benefits for your company run away. I have had FSA accounts for many years with no issues. I started a new job that uses DB to handle FSA and every single claim that I have submitted/receipts, using the card, they have denied and requested more information. I had vein work done and they accepted one receipt as proof then insisted the same receipt for the same procedure on another day was not enough. I switched to using the debit card because they said that was a smoother process and guess what... nope, difficult is just company policy. I don't know what will happen to the rest of the money that I have in this account but they have consumed much more of my work time then makes the tax break worth it. There are other companies out there that do benefit management and are much more customer oriented.
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Cons:
  • Poor customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Hilton Head Island, South Carolina

DO NOT USE THEM!!

They refuse to pay qualified bills, making it impossible to get any payment. The keep your or your spouse's hard earned money even when they are deceased. Put the money on a gift card instead and use it for groceries!!!
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Mabyanine

Don't fall for their tricks

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Bad bad bad bad bad
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Loss:
$400
Cons:
  • No accountability
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: End my policy

Rafael Qei

Better supervision

Good day to whom it may concern I’ve been very unsatisfied with the service this place company has provided with me and my wife, as she’s going a very tough and stressful as well as me she going through Cancer and is needing her-our services back ASAP. There’s is no reason we should be waiting or have been canceled as we have not been late on our payments as your notes will show, due to your poor supervision and customer service my wife is still waiting and can continue her Chemo or get any medication. We’re caught up and current on our payments even more so I keep hearing Pay-Pay-Pay it’s now draining my bank account and I still haven’t seen any result. If someone can please send this to the right chain and get it resolved ASAP so my wife can get her treatment and feel a lot better it’s already taking a toll bit only on her but myself and family seeing the pain she’s going through thanks for your time and here’s two ways to contact me. (713)805-**** rafaelopez1107@***.com
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Loss:
$2400
Cons:
  • All around
  • For the company to take advantage of me and keep my money
Reason of review:
Good day to whom it may concern I’ve been very unsatisfied with the service this place company has provided with me and my wife, as she’s going a very tough and stressful as well as me she going through Cancer and is needing her-our services back ASAP. Th

Preferred solution: Deliver product or service ordered