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Conexis, San Francisco, California Complaints & Reviews - Horrible service |
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Conexis |
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Horrible service
Complaint Rating: 
Company information:
San Francisco, California
United States
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As far as I can tell, this company has no customer service whatever. I set up an ACH transfer to pay my daughter's COBRA premium. There was some issue with the transfer, but Conexis never contacted me until I received a cancellation notice! I have been able to get a little traction with them through the insurance agent, but absolutely no response whatever to phone calls, emails, and letters. Shocking, disgusting behavior by a "service" company.
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 United States |
 Health & Life Insurance |
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I guess I don't understand how this situation would be a poor reflection on CONEXIS... Was it their fault that your ACH didn't go through or was it an issue on your end? If they didn't receive your daughter's payment by the deadline, unfortunately the account can be cancelled without the possibility of reinstatement.
As far as not responding to your correspondence, was it from you or your daughter? I only ask this because if you are not listed on or HIPAA authorized to access her account, they are not legally allowed to speak with you regarding any aspect of her account. If the correspondece was from your daughter, that's another story... |
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Good observations; and it is nice to see people on a boar like this who care about each party getting a fair shake.
I am not sure if the ACH error was mine or theirs. But what bugs me is that they never said anything was amiss until it was too late. Last time I looked, this was a service business, and providing health benefits was supposed to be perceived by employees as a benefit. Perhaps Conexis did all they were required to do. But that kind of hiding behind "procedure" is what I expect of government, not a firm which is supposed to be in the benefits administration business.
Neither my daughter nor I could get any help from them. You are correct about HIPAA, and my daughter contacted them on her own account. I contacted them as the employer. Only the intervention of the insurance agent and a friend o hers from within Conexis gave any satisfaction.
Blue Cross runs a good business, and should not be associated with such a clueless and careless subcontractor. |
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I completely agree that CONEXIS should give notice in a timely manner if a payment doesn't go through. If for no other reason than it's just good customer service to do so. I know in some cases it wouldn't be possible to let you know in time to fix the situation... factors like how close the attempted payment was to the grace period deadline or when the banks notified them of the failed transaction can play a huge role.
You stated that you contacted CONEXIS as her employer??? If you are in fact her former employer, the one who holds a contract with CONEXIS to administrate her COBRA benefits, it shouldn't be a problem to get her account reinstated. You should be able to handle it internally with your account manager. Your contract with them should state exactly what notifications should have been sent to her in this situation and you can find out exactly what CONEXIS is contracted to send. Each contract is different.
Each employer chooses what notices CONEXIS will send out and which responsibilities the employer chooses to keep. Third party administrators can only do what they are conracted to.
If she needs to submit an appeal requesting her coverage be reinstated, keep in mind that a failed ACH is in most cases not a reason for the appeal to be approved...unless it is their fault that the payment didn't go through.
If the first appeal is denied she will need to submit a second level appeal. This is sent to the former employer for consideration. The bottom line is that the former employer has the ultimate decision in the matter.
Good Luck! :) |
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I am the employer for the group. When my daughter turned 25, she was no longer a covered dependent of mine, so she had to be covered via COBRA. I did get it straightened out eventually, but only after "pulling strings". Now she has a job, so the whole thing is moot.
Employers need to pay attention to this sort of thing. It is never easy to lay off people, even if you think they have been poor performers. You certainly don't want ex employees to think you are an uncaring SOB who never gives them another thought once they leave. Morality aside, something like bungled health coverage after leaving the job can cause the employee to brood over real or imagined injustices, wrongful termination, and so on. I would be horrified if anyone who worked for me was treated the way I was.
And thank you for your interesting, clear, comments. I am sure they will be helpful to anyone reading this thread. |
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11th of Sep, 2010 by 
12th of Sep, 2010 by 
