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.
Claim your business profile now and gain access to all features and respond to customer reviews.
