Complaint Rating:

Company information:
Wageworks
United States

My husband uses a CPAP machine for sleep apnea. His employer switched FSA administration claims for the 2009 benefit year to Wageworks. Our health care plan leases the CPAP equipment to the patient on a monthly basis until the equipment has been paid for, (as patients may sometimes need to change the piece of equipment). Our FSA administrator in the past year has covered CPAP equipment.

As the annual insurance deductible renews in January, the entire lease payment is due out of pocket (to the tune of $139.26. The payment was charged to our Wageworks debit card. We received a card use verification form requesting the receipt for the item, which was faxed to them and then processed. The claim was denied.

I contacted Wageworks so-called customer service. The representative was almost entirely clueless, and could not tell me anything more than what I was able to read for myself on the Wageworks website. The customer service is completely divorced from Wageworks claims, and the representative could do nothing to elevate my concern over the claim denial. Further, she had no information as to "how" I could actual dispute the denial.

Not only are Wageworks customer service reps unempowered to do anything other than listen to a complaint, but the one I spoke with could not understand that a CPAP was a critical piece of medical equipment. I finally contacted the HR department for my husband's employer to elevate the issue (and hopefully negotiate with another FSA administrator next year).