Review Time
I wish there was an option for zero stars. As of January 1, retirees at my institution were transitioned from a group Medicare Advantage Plan to original Medicare along with the 'Marketplace' for our supplemental insurance. We had to use the designated service to receive a contribution from the institution towards our premium. Even though there are 13 licensed insurers offering supplemental plans in the state, we were presented with only TWO options, and if we wanted the most popular Plan G, there was just ONE available. This was merely the beginning of our issues. Their website is problematic and hard to navigate. There were lengthy wait times to connect with an agent, and calls frequently dropped. When we did manage to reach an agent, they often lacked familiarity with our plans and appeared poorly trained. The entire experience has been a complete disaster from beginning to end.
Extremely unprofessional customer service! I assisted my dad in activating the new debit card since he struggles with English. The representative on the phone spoke to me in a very disrespectful manner. She demanded to speak with my dad, and when I passed him the phone, her tone was robotic and rude. Although the card was activated, the whole experience was absurd. We don't expect overly friendly interactions, but basic respect should be a given. We only reach out to customer service when absolutely necessary. Disappointing experience!
We were required to go through the benefits process for the retirement reimbursement medical plan. During our scheduled phone appointment in October, we faced an estimated wait time of 5 hours before the call was dropped after an hour. After multiple attempts to reach a licensed financial advisor over several days, he recommended switching from my current medigap F plan to a G plan for savings, but was unaware it required underwriting for enrollment. He also mentioned issues with his computer freezing during our conversation. Consequently, I was rejected for that plan and only discovered this while trying to arrange the 2026 premium payments, as we couldn't access the online platform due to ongoing technical issues. Eventually, after more days and another advisor who handled the underwriting, I learned the new plan would actually cost three times more than my existing F plan. Overall, it took over 30 hours, 18 phone calls, and more than three weeks, along with assistance from HR staff, to correct the mistakes made. We have decided not to change our future Medicare plans through this service due to their incompetence, yet we must still rely on them for our retiree reimbursements. Their ineptitude also extends to their online services, where the representatives could not assist us without involving "specialists" and "escalation" teams. We've used this service for years without issue until now; it seems they've dismissed their capable staff, including customer service reps and financial advisors. We are concerned about potential errors in our 2026 retirement reimbursements as well.
I am a Kraft Heinz retiree and have to go through VIA for all insurance. United Healthcare and VIA were having issues this year, so I had to call and make sure all was good and I would get auto reimbursement. I made an appointment and had to wait over an hour for someone to get on the phone. Why in the heck did I have to make appointment and then wait over an hour. Stupid and then the lady really didn't know the answer to my question. Just told me it would be okay..
This service assists retirees in choosing health benefits as needed. I reached out to customer support to speak with a benefits expert a month ago, and I was given an appointment for 12/4/2025 at noon. When I called back at the scheduled time, I was met with an automated system. After 55 minutes of waiting, a representative finally answered. Unfortunately, they just directed me back to their website for help. In my view, this is one of the worst services I've encountered.
This company provides my company retirees in selecting health benefits (as needed). I called customer service to talk to a benefit expert a month ago for which I was given an appointment date and time (12/4/2025 at noontime). I called back exactly at noontime on 12/4/2025 and an unmanned system answered my call and after 55 minutes holding/waiting a human answered my call. All they do is refer us back to their website for assistance. In my opinion, this is a worst of the worst company.
My former employer (Schlumberger) contracted ViaBenefits to administer Medicare reimbursement. You have to sign up for a Medicare plan with ViaBenefits in order to qualify. ViaBenefits severely restricts the Medicare Advantage plan options ($ motives?) whereas there are tons more choices available on Medicare.gov. My Primary Care Provider becomes the casualty for 2026. ViaBenefits does not staff up to handle the call volume during Open Enrollment. First the long wait to get to the Customer Service, then another long hold to transfer to a "licensed" agent. The callback feature basically is somewhat of a joke. Some of their reps are probably located offshore. Scratchy phone line and poor English do NOT help with communication. I just don't see how ViaBenefits get ahold of big accounts from large employers.
Waited 2 hours 45 minutes on hold yesterday and was then disconnected. Waited 3 hours on hold today and the rep could not answer my questions and transfered me to another department which has a "107 minutes" delay (supposedly). It's certain to be longer than that (if I don't get disconnected first). Wells Fargo threw it's retirees into this dumpster fire.
ViaBenefits unnecessarily delays valid, monthly reimbursement payments for and additional 7-10 business days with bogus excuses everytime. Given the huge number of retirees stuck with this terrible company because our former employers dumped us there, and the billions of dollars funneling thru them, it is clear they are making millions of dollars in interest by unnecessarily holding money everyday instead of reimbursing us hostages in a timely manner. Seems like a good class action candidate. Also, their service is the absolute worst.....couldn't be worse. They have an insufficient and untrained workforce.
Absolutely horrible customer service. They have a so called “appointment system” that you can make an appointment to speak to an agent. But when you call in at your appointment time you go into the general customer service call queue. I called at my appointment time but an automated voice told me estimate wait time is 53 minutes. What is the point of making an appointment then? If I was not forced to use them I would drop them in a flash. Update: 53 minutes ran into over an hour and it was after their office hours and my call was dropped.
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