Thursday 8th of June 2017 07:08:21 AM
I have had issue after issue with this horrendous company. I have never had such a difficult time with the simplest task until I switched to United Health Care after starting with a new employer. FSA reimbursements for dependent care have always been a breeze in the past with other insurance companies. I submitted my itemized receipts online, could easily track my claim after submitting, and would have my money deposited into my account typically within a week! This has NOT been my experience with United. The first claim I submitted online, I never received any other notifications afterwards. I waited two weeks before contacting United, because I couldn't even see my claim submission online to be able to track its progress. It wasn't until after calling multiple times did I find out the claim had either been denied or suspended (I was told varying stories) because there seemed to be a problem with the dates submitted, and they were "reviewing" them. After I pushed back several times to find out WHAT exactly was wrong with the dates, I was told that a mistake had been made on their part, and the claim was moved to approved status. Even then, it took another 2 weeks to receive my reimbursement. When it finally came through, I noticed it was not for the full amount! I contacted United again, and was told a portion was denied because the "services were not covered charges per my plan". I had only submitted weekly childcare expenses! So I responded asking specifically WHAT PART of my claim was denied, because I only submitted weekly childcare expenses, and if part of that claim was denied it wouldn't make sense. So the next response I received was that the entire claim had been cancelled and could I please resubmit!! HOW was my claim CANCELLED when I had already received a partial reimbursement?! The incompetence is outrageous.I gave up trying to sort that out, because I pay more in childcare for the year than I allocated to be withheld, so I knew I would still get my total reimbursement by the time I submitted all expenses. I submitted my remaining expenses for 2016 before the March 2017 deadline. The website changed, and I could no longer even see my 2016 dependent care plan, although I could still see my medical FSA plan. This was mid March, so the problem wasn't that the March 31st deadline had been reached and 2016 was no longer visible. So I submitted my receipts without even knowing how much I had left in my plan. Again, I couldn't see my submitted claim. I knew all too well they probably wouldn't contact ME, so I promptly contacted them to ask why I couldn't see my plan or my submitted claim. I was first told nothing had been submitted. I had to push back to get them to even look any further because I definitely HAD submitted my claim. Then I was told I needed to resubmit with the "correct date of service and charge amount". I submitted itemized receipts like I always do! They are prepared by the childcare provider and meet every single requirement. So I called customer service again to see what the problem was. The next lie I was first told was that I needed to resubmit an itemized claim. I explained I did that the first time, so could they please tell me WHAT EXACTLY needed to be changed, otherwise I was going to submit exactly what I submitted before. Then I was told they just couldn't see it, so it must be a website problem, and I needed to contact the tech support team. They connected me with this team, and I was told I DIDN'T EVEN HAVE a 2016 dependent care account in my plan!! HUH, that's funny, because my allocation was taken out EVERY PAYCHECK and I had already received a reimbursement!! So the next lie they came back with was that as long as I submitted it, everything was fine. I told them NO, I was told it had been denied (WITHOUT GIVING ME ANY NOTIFICATION AGAIN), and I needed to resubmit. Finally after all the back and forth, the lady said she would have to contact Operations. THESE PEOPLE HAVE NO FREAKING CLUE WHAT'S GOING ON!! I left feedback that it really seemed as if United was trying its best to ensure I wasn't reimbursed for MY money that's taken out of MY paycheck. I SHOULD NOT have to jump through hoops, hunt people down like it's my freaking day job to get answers about something so simple!! I SHOULD NOT have a claim denied and NOT be notified about it!! This "company" deserves to be sued. This is outrageous mishandling of the claims process and I am FED UP!! I am complaining to my HR department and requesting they look into switching insurance agencies. I cannot go through this every single time I submit a reimbursement claim, and I know I am not the only one having so many problems with them. Such an awful, awful company.