Discovery Benefits
Reviews and Complaints

I received notice that my insurance was canceled for lack of payment July 27, 2021. I started trying to get reinstated and sent them a check which they received 8/2/2021. First they said they were waiting hear from employer. I contacted my employer and they claimed they had responded on 8/3/2021. Called again. Now they claimed employer did not authorize late payment. I contacted employer again. They claimed they already authorized late payment. As of day 8/27/2021 still waiting to get insurance reinstated. The payment they received on 8/2/2021 still has not been credited to my account.

I submitted claim at the end of December for my 2020 HSA with receipts showing total amount and purchases (Claim #20165210110P0000101) of HSA eligible products. Claim initially denied asking for more data. Could not upload any additional attachments to initial claim since there was a limit on the website for # of uploads, so open a second claim(Claim #20165210113P0000101) to add the requested details to show the information. That claim denied since missing the data uploaded on the 1st claim. I called after the 2nd denial, the rep looked at both set of uploaded documents, advised all information there that was needed between the 2 document uploads on the 2 claims and they would note the account for the approver to look at both uploads together to process the re-imbursement. Nothing was ever received. Called again and told the agent the same information - she checked and said yes - all needed info there in the 2 uploads, nothing else needed, they would re-process with note to look at both together. I advised the previous rep advised the same but nothing ever done so I asked for a Sup since it was months later at this point and needed to ensure resolution. She connected me to Sup - KC - who immediately got on the call advising past date to dispute. I advise issue has been ongoing - and asked her to look at the uploads because this is not an issue on my side but the company side. She left me on hold a very long time, came back to say ability to reimburse the expense expired on July 11 - so nothing she can do. She said no notes on the account of my previous call so date of expiration coming from my last contact. She had no empathy at all, did not try to assist - just said there is nothing she can do. I asked to escalate - she said no one to escalate to. I had to insist on getting a fax/email to make an appeal/executive complaint, and she provided the general customer service info ([protected]@wexhealth.com).I am very frustrated. I did everything I should have done and provided all relevant documents to get my reimbursement - the company did not bother to go past their check the box mentality of looking at one claim at a time, even though I referenced the upload limitation issue in the notes when opening the 2nd claim to add the requested documents. Everyone who checks says that all data needed is on the 2 claim uploads - so nothing else I need to provide - just lack of anyone looking at both to give me the reimbursement of my money. Desirable resolution: Reimbursement for the claim submitted. Although 2 claims submitted - both for same reimbursement amount - just need to look at the document on both for that one reimbursement. See documents attached to the 2 above claim forms. Not sure why initial from back in Jan/Feb timeframe did not document the account or re-process the appeal, but upset that she is saying account never noted for the initial call prior to today.

Unethical services. This organization needs an investigation on how they manage people's funds.

My doctor prescribed orthotics due to planter plate repair complications.
Aetna denied those, that is another battle I am going through. He also prescribed Hoka shoes for the orthotics to take the pressure off my second toe where the bone is now dead. The shoes have a certain sole and depth for the orthotic. I purchased them and they have been denied over and over, for the same exact reason. Send RX, send dated receipt and now they want a comparable item. I have sent the RX numerous times, the dated receipt numerous times and they say I have to compare shop. My doctor wrote an RX foir this shoe, not a comparable shoe. So today Hana the supervisor says if I fina a comparable item that costs 200.00 (mine was 140.00) they will reimburse me 60.00. That makes no sense. So I guess if I can find a shoe that costs twice as much as what I paid I can get reimbursed. That is not the IRS rule. It says *Orthopedic shoes (Only cost difference between RX orthopedic shoe and non-specialized shoe, plus documentation of cost difference required). (Non specialized shoe) So I sent them a picture of a Walmart shoe for $17.87. That is a non specialized shoe. I don't know how many times I have to send these items.

I googled where to file a complaint and found this — In order to file a complaint or question regarding flexible spending accounts, you can contact the US Dept of Labor - Employee Benefits Security Administration. You can file online or contact them at (866) 444-EBSA. I called there and got a voicemail. We will see if I get a call back. I also have found FSAFEDS on line to file a complaint. I am uncertain if that is the correct place or the name of another administrator. I have had nothing but issues with Discovery Benefits. And will never join a FSA again.
Currenlty 349.80 out of pocket and I wil keep fighting to get reimbursed.

I have submitted the proofs 7 times.

My name is Kemoria Fofanah. I went to the dentist on 10.05.20 & 10.12.20 for a checkup and ended up having to get my teeth cleaned and cavities filled. The first time i paid 398.20 & the second time i paid 64 with my discovery benefits card. Now the website needed me to upload the receipt and i did but it keeps getting denied over and over. I called customer service, they said its because the receipt doesn't list exactly what i got done. So i went back to my dentist to get paperwork showing what i got done and summited it to the customer service email. Woke up this morning with an email stating the receipt is denied again. I am limited on time but this is very frustrating and if i don't get the correct receipt approved, i will have to pay in full out of pocket and that's not fair if i have insurance. I am totally regretting even going to the dentist. Today is Saturday, now i have to wait until Monday until customer service is open, to speck to somebody to see why i got denied AGAIN.

Discovery Benefits [#1053630] 12/17/20 Discovery Benefits sent money from my HSA account via check to PNC Bank of which I have no account. Now, they will not retrieve the money nor reimburse me for their error. I have called and emailed customerservice@discoverybenefits.com multiple times, sat for hours on hold, and they have provided little to no help. After several contact attempts, 01/21/21 Discovery Benefits finally sent me an image of the cashed check and told me I need to contact PNC Bank to retrieve the money myself. I connected with PNC to research, however the image Discovery Benefits sent me does not have sufficient information on the image for PNC Bank to locate where the check went. Now I have to go back to Discovery Benefits request them to research the item again and provide more information. Very disappointed and frustrated that the error was made by Discovery Benefits and yet they refuse to take responsibility, fix their error and resolve the return of my HSA money.

I purchased my UHC Medical insurance through Cobra continuation plan and made payment to Discovery Benefits, LLC. In the "Projected Plan Premiums" the due date, which is the 1st day of the month, has been specified. But then this company provides a payment deadline which is 27th of the month. For this reason, I set up an automatic payment plan so the payment will be made automatically before the deadline. Then when I picked up my medicine in a pharmacy and realized that my insurance had been cancelled. This happened for the month of October. Then I made an instant payment on Oct. 19 but was informed that it would take 15 days to get my insurance reactivated. My question is that why Discovery Benefits does not tell the its customers that the due date is the deadline, otherwise you lose coverage in the first place? My another question is that after I made payment, why it takes so long to get my insurance reinstalled? It seems that this company just collects money but denies insurance coverage for its customer for at least 15 days? What kind of service this company is providing? Do this company care about its practice and its reputation if it has any at all? Thanks.

I am a new member and received my "membership" materials on Wednesday, 9/2, evening. In the material was a bill for my dental insurance which was due on 9/1. (Nice timing). I went on line to register and pay the bill via the company debit card. I filled all of the required information. When I pressed the submit button, $20 was added to the bill. I called customer service to complain about this ludicrous 20% "service fee" and wanted the entire charges taken off and that I would pay by mail.
I was told that there was no way the charges could be backed out.
As a result of this I have zero trust in this organization.

I would like the charges to be reversed so I can pay the premium via mail.

My company switched to your company in 2020. The service has been beyond horrible. I had remaining funds from 2019 and it took three months and numerous phone calls to get the funds. I have faxed receipts, emailed receipts and uploaded receipts then I get a email confirmation but when I call the representative they say that they don't have them. I called again today after sending a receipt requested by you and was told even though I have a email confirmation that you do not have the receipt. Every time I login I have to get the link to reset my password. It doesn't matter if I use my phone or iPad. I have gotten different directions from almost every representative that I talk to.

This is not my first time having a HSA card but I will not be enrolling this year. This has been the worst experience ever. I have shared this with
my Human Resources. This company really needs some serious and I mean serious training for the representatives. Your system is a joke.

Where to begin? I have had the misfortune of dealing with Discovery Benefits for about 5 years, even though my husband has switched jobs twice in that time. Each time I think that at least I won't have to deal with Discovery Benefits again and then and then about saddened to learn that the new companies use them to. I have had numerous issues over the years, such as their not accepting itemized receipts from medical offices as appropriate documentation and then just suspending the account. Today, this is the issue I am dealing with: I have been trying to log in to my online account since, once again, Discovery Benefits has randomly decided to suspend the account. The online passwords expire every 3 months, but they do not notify you of this or provide a new password; you simply get an error message that you've entered the wrong password. I used the link to create a new password. It might have worked except that then Discovery Benefits did not recognize the (correct) answers to the security questions. After a few times of entering the correct answers to security questions and their not recognizing it, they lock you out. I called customer service and waited 30 minutes on hold to speak to a representative. Finally she told me that I can't do anything with the online account because I'm not the primary member. This is despite the fact they have a authorized representative form on filed that my husband submitted several months ago the last time this happened. When I asked to speak to a supervisor, I was told that there was none available but that I could get a call in 24 hours. I didn't feel like I should have to wait 24 hours to get an issue resolved that I'd already spent an hour on and which should have been a complete non issue. I also submitted a complaint to the Better Business Bureau about them a few years ago. They lied and told the BBB that they had resolved the issue when they hadn't actually done anything. I have had bad experiences with businesses before but this is the first business that has done that.

Every single time I used my Discovery Benefits card, you request more information from primary care physician, lab work results, and prescription medications.I keep getting all different types of reasons why it wasn't accepted. Even when I send the receipt now they want my medical history to accommodate.This is CRAP.Contact the place where the card was used. Stop making me do all your work. All my co-workers are saying the same thing.

Discover benefits for the month of June $754 for me to pay I am a cancer patient and just went in for surgery That is a reason why I was late and I want to make good and paid up I had paid $500.00 I had went in the hospital for surgery on 6/27/19 when I got home from the hospital I got a letter from discovery benefits stating that I owe $254.26
The letter was dated 6/27/19 the same day that I was in surgery for Cancer when I got this letter on 7/2/19 I had call them on the phone to pay my bill of $254.26 They Told me that my policy was canceled I told them that I was in the hospital
I called on 7/3/19 at 10:18 am & 10:42 am
On 7/3/19 I had Spoke to two different people on same day two different times they said to it can be reinstated and they gave me a case number they said to me that a The supervisor can override the system to reinstate the policy and take my payment later on that day the supervisor called me around 1 pm I think he said his name was Dave on the phone to talk about it and he was very nasty to me on the phone with he said all those girls didn't know what they were talking about he said that once it's canceled it's canceled there's no way to bring it back
I would like to see this policy be reinstated and take my pain and bring it up today I'm a cancer patient I was in the hospital the day I got this letter thank you

Wallace Klok

I don't have a complaint, instead it's a question.
I recently enrolled my wife for Cobra coverage on line and a dollar amount was sent to me . I paid that amount and waited a few days for the system to catch up.
I called my pharmacy to find out that nothing had changed. So I called Discovery to find out the amount they had requested was below what it should have been. A balance of $18 was still due.
As I explained this and asked for the reason for this issue. I got zero answers over the phone. The rep only repeated several times ( Over & Over ) how unfortunate this is. And my solution was to pay on line $20 so they could process the coverage faster. Otherwise it could take up to 15 days.
My question is... Is this a issue other people have come across, and how common is it ?

I have found dealing with this company to be extremely frustrating. I don't work outside of the home and do not have access to the technology I am assuming I would need to be able to successfully submit my claims for reimbursement. I have photographed all of my receipts on my cell phone, emailed the to myself and attempted to upload those receipts. I repeatedly received a message stating that the files were too big to upload. I then took pictures directly from my laptop and individually uploaded all of those. Most claims were denied. After a very lengthy wait to speak to a human and several series of being put on hold, I was able to discern (and I do mean discern, the gentlemen's english was very difficult to understand) that they were denying my claims because the receipts were mirror images (the result of taking them from my laptop)
The process I described above took about 10 hours including lengthy wait times. I've also made several attempts to speak with someone in a supervisory capacity.
As the customer, I would think someone on the Discovery Benefits team could take the extra 5 minutes to read the numbers backwards. I myself have put far more time into this endeavor than any employee of the company has.in the 45 minute phone call, I would think they could have cleared the entire remittance while they put me on hold.
I agree, I would think a class action suit would be in order. I don't make a habit of airing my displeasure with businesses on line; but int this case this company needs to make changes. When you are denying claims and failing to reimburse funds to your customers, you should be held to a higher standard than this company is providing

My wife called and spoke with 3 different agents at discovery benefits before she went to the eye doctor to confirm that she would be reimbursed for any copay and prescription eyeglasses and/or contact lenses that she would order. She was told by the 1st agent that it was eligible to be reimbursed. The day of her appt she chatted via online with an agent to confirm that her debit card would be ok to use. At this time, the agent told her that she would not be able to. With this information, she called into the office and spoke with another agent, who informed her that she would have to pay out of pocket first and then submit the reimbursement claim online with proof and receipts. She made sure to complete this and today (12/21) she logged into the system to both claims being denied due to ineligibility. These purchases were $335.20 and $44.80 totaling almost $400 that was spent on 12/19. My wife immediately contacted discovery benefits to be told that she was informed wrong and that these items are not eligible for reimbursement. This is totally not acceptable and we are demanding our funds be reimbursed immediately. It is the holidays and we shouldn't have to pay for someone giving incorrect information. We will not be dealing with discovery benefits anymore regarding these HRA funds.

We are requesting the funds be reimbursed immediately in the amount of $335.20 and $44.80.

I have participated in Discovery Benefits Dependent Care account for approximately 3 years. I have never submitted claims against my account until towards the end of the accumulating year or first quarter of the following year. Unfortunately this past April I became PRN through the employer in which these benefits were utilized through and the time frame for which I could submit claims against according to discovery shortened and I was not aware of this. I also couldn't access the website for a couple months and it took multiple emails and phone calls with rude, unhelpful representatives to even be able to log-in to my benefit account and look at things! This would have been a great time for a representative to inform/re-inform of this new timeline for me to submit claims against! But no, not one word or friendly customer service reminder was made!

I decided to make a small claim against the account recently and am being told I can't and I forfeit all money I have had deducted from my payroll and income in to this account! Had I clearly known this would happen, I would NEVER participate in this type of program. We do not deduct from our income just for the heck of it!

The company is not willing to work with me at all or file an exception, etc. I clearly have receipts for account to be submitted and it is my money!

Our company purchase the use of the FSA card as a part of it benefit package to our employees. I have had a FSA card before and had no issues. Now since rules have changed, they dont explain to the employer what steps the employee must go to use this benefit.

I had my card for 2 months before I could even use it. My first charge was at the dentist and due to the non information we recieved during enrollment, I was not aware that this company goes through your insurance to see what they are paying before they accept payments. And unless u have an EOB on hand, they make you jump through hoops, before they approve your payment. They suspended my card and then sent me a notice stating I have to repay them for the dental work they approved.

This is what I dont understand. My card denied me at the cash register when I unknowningly tried to buy over the counter meds. This was not discloses to the employees. But at dental charge they approved then deny. If they can tell when u buy over the counter meds, it should be the same way with medical, dental, and vision.

When I call to talk to a representative, they told me their rules. I asked if I can recieve a copy so I will know what is needed to approve transactions so Im not embarassed again trying to pay for medical treatment. They told me they dont have anything that they could send me.

If you are gonna have rules that impact a customer, then those rulea should be discloses. I want to sue tgis entire company for the embarassment and stress that I have had to undergo to approve a claim sent in January 2018 that still has not been approved. They suspended my card because the dental office overcharged me $21.40.
Now I have to reschedule appointments that have been scheduled months ago and reschedule days off work to attend these appointment because Discovery Benefits hustled this bogus benefit out to companys who hustle this out to gain employees, so that the employees can undergo this frustrating, embarassing, degrading, and fake benefit.

I am oppose my company to withdraw out of this aggreement with Discovery Benefit because this is a headache they are offering potential employees.

I have been trying since July to get reimbursed for an office visit. It is beyond frustrating because now it is 2 visits because my card is now suspended. I've called, emailed, faxed, called again to the point of being sooo aggravated ! I pay A LOT for this insurance and I want what is owed me. You keep resetting my password making it impossible to check on line. All I want is my 70$ check and my card active ! I have a seizure disorder and refuse to pay anything else out of pocket ! I will never choose this again. Beyond aggravated is an understatement. You can call at [protected] for questions.

Discovery Benefits has received 5 $1808.33 payments to continue insurance coverage through COBRA. Discovery Benefits issued orders to cancel coverage beginning in August. They have received my two $1808 payments (August, September) but have not paid the insurance providers.

I discovered the coverage cancelation after unsuccessfully trying to pick up two prescriptions. Discovery Benefits will not accept responsibility for the cancellations and has been very obtuse in attempting to reinstate my coverage. From reading reviews, I now find this to be their standard behavior.

It takes a 20 minute plus hold to speak to a live rep about either the funds they are holding for you in a FSA or HSA account, or your COBRA benefits. You have to request multiple times to be able to speak to a supervisor. You do not get accurate information about the mechanics of their interface with the insurance company and your COBRA benefits. We had a reduction in number of people an existing COBRA would cover. I was assured that I should NOT pay the next month's bill until a new statement with reduced premium was received. I expressed concern because a family member's health needs are such that any gap in insurance is a potential emergency. The Discovery rep stated that we would have no gap in coverage. She failed to say that even though I paid the premium the day after receipt of the bill, that rather than just eliminating one person from the existing policy, they would cancel our policy and we'd be without proof of insurance for what is now almost three weeks. NO ONE saw fit to tell us that our old policy was void. That required a trip to the pharmacy where they said, "that will be $6K for your meds." Discovery insists that we really do have insurance, as we can buy the services and goods and get reimbursed once they process the paperwork to get our policy in effect. This would all be tolerable except that our insurance company insists that they have not information from Discovery. Discovery claims it was sent on 12th of July (almost halfway through the policy month) to our insurer. Insurer states they do not have it. Multiple Discovery reps refuse my request that they resend the info to our insurer. So, needing $6K in life-saving meds, we are stuck in a purgatory of having paid for our insurance precisely as instructed by Discovery but three weeks later being turned away from the pharmacy because we "have no insurance." I've had multiple calls to Discovery reps. They are rude and appear to have no interest in problem-solving. Sample: "could you please resend the document?" "No, you need to call your insurance company." " Well, they have asked me to request a resend of document." Well, we can't do that."