I, Mary Ann Kelly of Collingdale PA, Customer ID: 101 Member ID: 15151744, ss# (Personal Information Removed) would like to lodge a formal complaint against Discovery Benefits. This letter is to bring to your notice the unIfair termination of my cobra benefits through the outsource administrator, Discovery Benefits.
Despite multiple events to make my payments, the amount did not reach your company on time. I attempted to make the payments online but it was brought to my notification that my account had been terminated without any prior notification. I was notified of the matter only days after the termination had been carried out.
I have contacted your customer service representatives but they showed no signs of co-operating, and in fact chose to belittle me and speak to me in a condescending manner. I spoke to one representative in particular, Dennis B 4123, who said that he understood my situation. I was under the impression that we were under the mutual agreement that he would extend my payment deadline, as this is allowed for premium payments. Since Discovery Benefits never reinstated my account, I am still unable to make the necessary payments to rectify the situation.
I humbly request you to reconsider this wrongful termination of my account. I have had this account for over a year and this sudden termination without prior notice has left me struggling. I have faxed all of my postal receipts to your offices and yet the account remains terminated. The postal receipts prove that I have mailed the payments after the first termination.
Please look through your records as I am sure that it is not unreasonable to restore my account. I implore you to speak to the customer service representative who spoke with me as he has all the details at his disposal but seems unwilling to assist me. I would also suggest that you look into your online payment system, and internal mailing systems as it does not seem to be functioning correctly.
The solution offered to me by your representatives was to find a different insurance company and pay the claims.
Detailed Events:
From the very first payment, I have been paying online. When I sat down to make this payment, I followed the instructions carefully, as given to me by the representatives at Discovery Benefits over the phone. I received no written communication from the representatives outlining these instructions; the telephone conversations were the only means of communication. Regardless, their instructions did not work and after some time, I was unable to even open the link for online payment options. I abandoned this attempt after multiple failed tries.
The second payment was due on a Sunday and once again, the online payment link did not function correctly. I made a call to your offices on Monday morning, which was one day after the due date, and I was requested to send a payment through mail instead. I did just that and even paid $6.50 for two-day delivery. I kept the receipt as proof of mailing so that I could use it if needed. Sadly it seems the mail was delayed and did not reach your offices in the stipulated 2-day time period.
In the days that I was waiting for the payment to be delivered to your offices, I called each day and sent multiple faxes of my mailing receipt in order to prove that payment had been sent. I even telephoned the Postal Manager in ND to track my envelope. Whenever I did contact your offices, the representatives were rude and condescending, implying repeatedly that I was being dishonest about sending the payment!
In light of this, I agreed to send another check for $19.99 (overnight) with the receipt verifications. Once again I called your offices repeatedly but finally it was brought to my notice that the account was terminated. Here is a comprehensive outline of when the events took place:
Mailed to Discovery Benefits: 4/1
Faxed mailing receipt to Discovery office: 4/8
Sent a check in the mail (second form of postal payment): 4/15
Dennis B said check was not received but that the first mailing had arrived: 4/16
The Representative, Dennis B. 4123 gave me the confirmation, to continue with my planned oral surgery scheduled for April 26. I inquired about the next due payment to exercise a plan to avoid another nightmare and explained I could not afford two payments, since the second check was only mailed in good faith to replace the check mailed on April 1 that was consider lost and reported never received by Discovery Benefits representative Dennis B 4123. However, I would send the next payment around my pay date at the first week of May specifically pay date on May 2 and would make payment by using the online system since he explained they had in fact restored my online payment privilege.
However when I attempted to use the online system for this payment again it would not allow me to use (it was not restored) the system only referred me to a link for messages that were listed as having zero messages. Again, I telephoned and it was communicated that my online attempts were ignored since my benefits had been terminated as of May 1 and would be back dated to March 31. At this point I was devastated and none of the representatives attempted to provide a mutual solution in order to allow me to maintain my coverage; my life saving medications for stabilizing my blood pressure or doctor visits not to mention my follow up dental visits following the fact that I had oral surgery on April 26 which were confirmed that I would be covered. Although, I did not receive any written termination of benefits letter notice til 5/6, but the letter is actually dated April 26 the exact day of my oral surgery, and these claims have been denied.
Please, reconsider this decision allow me to make any needed payments and restore my benefits immediately, and claims payments. I have no other means of insurance and or coverages! However, and most importantly have Discovery Benefits look into their online payments and their internal mailing systems because they were both insufficient in regards to timeliness for me making my premium payments on schedule.
I hope that you will look into the matter and do what needs to be done to ensure that this doesn’t happen again. This treatment has been unfair and unwarranted. Please do the needful and oblige.
Sincerely,
Mary Ann Kelly
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