ComplaintsforMercer Health & Benefits Administration LLC

• Initial Complaint

  03/04/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My husband was an employee of ************************ and had paid Mercer for voluntary life insurance benefits. He died in December 2023. I contacted Mercer to file a claim on his life insurance policy on 02/05/24. I was told they would send out a claim packet. I receive a fraudulent packet on Mercer letter head on February 8, 2024. The packet included Met Life Insurance claim forms to fill out and return to Mercer. The phone number provide on the packet letter for questions was **************, which is not Mercer but a fake life alert scam number. The return envelope provided had Mercers correct P.O. Box address, however the zip code was incorrect. I called Mercer on 02/22/24 to let them know about the strange packet I received. They assured me they would send out a new packet, and refused my request for them to send it via ****** On March 2, I received another packet on Mercer letterhead dated February 27 - identical to the packet I received on 2/8/24 with the scam phone number -************, included. However, this packet included a ********** Life Insurance claim form to return in an envelope to Mercer with the incorrect zip code. I have still not received an actual Mercer benefits claim package, one month from my original phone call.

  Business response

  03/04/2024

  Mercer has submitted the claim on behalf of the beneficiary today.  Mercer will update the beneficiary via phone.  This can be closed.

  Customer response

  03/05/2024

   
  Complaint: 21377243
  
  I am rejecting this response because I am not confident in Mercers abilities and motives to process my life insurance claim properly and effectively because of:

  1) A fraudulent phone number on Mercer letterhead that has not been explained or corrected.
  2)  Error on remit envelope, incorrect zip code was not addressed or corrected after reported.

  3) Claim forms in second packet for a group life insurance company- *********** which is not the carrier for this policy.

   Although I have been told that my claim was submitted to MetLife by Mercer, I  justifiably do not have full confidence or proof  that Mercer has actually processed my claim. I will close this complaint when I receive full confirmation and payout from MetLife.
  
  Sincerely,
  
  *************************

  Business response

  03/20/2024

  Mercer is waiting on confirmation from the carrier of claim processing.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a life insurance policy through my previous employer. All my benefits ended the day I quit my previous job. Mercer sent a late payment notice two weeks after my last day. I am not longer with the company, so they could not collect payment through my employer. I am not longer eligible for the plan since I am not with my previous employer.

  Business response

  03/11/2024

  Mercer has sent necessary form to customer and attempted to notify the customer on three different occasions.  Mercer is considering this complaint closed.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Follow-up information started originally on 12/11/2023, BBB case number ********. Complainant overview is Mercer canceled life insurance last quarter of 2022 without informing us. As unaware it was canceled, continued to make 2023 three quarterly payments in which Mercer cashed and kept the money. As we do not need as much insurance as no kids at home and everything is paid for, called Mercer in third quarter of 2023 to lower the insurance policy amount and subsequent lower policy cost. Learned at that time that the policy was canceled because we were turning 65. As Mercer kept the $2,823.54 in 2023 payments, created the BBB complaint first for documentation before filing a formal complaint with the GA insurance commission and the GA AGs office.As of todays date, 02/18/23, Mercer has been completely untruthful to us and the BBB community by falsely claiming the issue of this case is resolved. To wit: on 12/12/23, Mercer representative for Mercer case number ******** stated in an email and direct phone conversation, the $2,823.54 would be issued and sent by registered ****** On 01/03/2024, the Mercer representative stated in an email the $2,823.54 was confirmed and the money would be sent via registered ****** On 01/03/2024, we received an email notification from Mercer that their case number ******** is now closed.We have never received a ***** delivery of any package from Mercer. Mercer has quietly decided to continue keeping the money while publicly responding to the BBB that the issue is resolved. This BBB follow-up is escalate the original BBB complaint ******** and to show that Mercer filed false information with the BBB. Complaint escalation will also inform the public that Mercer will take many thousands of dollars for life insurance payments, but quietly drop the policy at 65 without notification and will keep any extra money payments even after a full BBB public complaint. Next step, build documented case to file with ***************

  Business response

  02/26/2024

  Mercer is cancel/reissuing reimbursement checks for the customer.  New checks will be sent expedited and tracked.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been with company Anixter Wesco for years and always had my car and home insurance through them.never had an issue in past years with a different company. Recently we went through changes and instead of bi weekly I get paid weekly. First check with new deductions was accurate. Following 3 checks Mercer took out double the amount it was suppose to take. I made my first complaint to Mercer January 19th in which Mercer employee told me I signed a contract that allowed them to change deductions any time they want. I was told to make up for the change in my payroll they have to charged me $152.28 instead of $52.28 (my first paycheck in ****) every week until 2/13 when the new policy takes place. Contacted my HR Department they said no absolutely not. And thus found that not only myself but many other employees were over charged every week by Mercer as well. Mercer has acknowledged the amount deducted is not correct, but it is not taking responsibility for this issue and not providing any resolution not to mention the premium from years past has also doubled causing me to believe something took place in past years as well without me noticing. I was quoted $1440 2022 cycle and now **** in this new policy. There is something going on with this company.

  Business response

  02/09/2024

  Mercer has explained the situation and a resolution has been put in place.  ********** will occur to ensure the resolution is finalized.  This matter can be closed.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Many years ago, I obtained Mercer life insurance through the company I worked with. The billing is four quarterly payments per year. In 2023, after the third quarterly payment made to Mercer, I called to see about reducing the amount of insurance to what I need as we turned 65 and everything we have is paid off.To my surprise, I was told by Mercer they had canceled my insurance the end of December 2022. The stated reason was I was turning 65 years old. This is certainly not per the contract. The Mercer representative did not explain why I was never contacted. Communications from Mercer is quite bad in sending the bill to me was once to twice a year and with those bills, there is no contact number listed on the bill. I had to do a search on the web to find a contact number to call about lowering the life insurance amount and learned about the cancelation.The disturbing thing is Mercer cashed and kept the three 2023 quarterly payments totaling $2,833.92. Yet Mercer stated they canceled the insurance the end of 2022 due to me turning 65. This can certainly be considered theft. If Mercer does not resolve this by Dec 31, 2023, I will move forward with contacting the GA Insurance commission and the GA AGs office to pursue a criminal complaint.

  Business response

  12/14/2023

  Mercer has contacted the customer offering a resolution.  We are considering this matter closed.

  Customer response

  12/15/2023

   
  Complaint: 20980340
  
  *************** to this Mercer response.  During the telephone conversation with a Mercer rep, new information was revealed.  Mercer stated they did not accept the 2022 4th quarter payment and canceled the policies.  Mercer also claimed they have record of my recent call that prompted the BBB complaint.  After reviewing all of the BBB complaint logs on Mercer, I do not consider Mercer stating they have no record to be not unusual. 
  

  Mercer stated in an email they would refund the 2023 first 3 quarter payments.  However, as Mercer did admit they rejected the 2022 4th qtr payment, but kept the funds, I am amending my BBB complaint for at least a refund of four quarterly payments instead of the initial complaint of three. 
  
  Sincerely,
  
  *****************************

  Business response

  12/27/2023

  Mercer is working to confirm and complete the requested actions. The process should be completed shortly. We will reach out to the individual to provide an update and confirm that all issues are resolved. 

  Business response

  12/28/2023

  Mercer is working to confirm and complete the requested actions. The process should be completed shortly. We will reach out to the individual to provide an update and confirm that all issues are resolved. 
  

  
  

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Mercer Marketplace provides health insurance exchange services, so they facilitate my benefits updates with my insurance. In order for me to add dependents, I am required to go through them. On July 3rd of this year, I had a child born. On July 5th, I went into Mercer Marketplaces online tool to file paperwork for a Qualifying Life Event. I then worked to add my child to my health insurance benefits. I did not realize it at the time (due to this being my first time adding a child) but there was a glitch in the website so I did add my child as a dependent, but it did NOT add him to my benefits. I did not realize this however, and as the month went on we had several appointments that were covered by my insurance. When we got back the bill for the two month appointment, however, we discovered that he was not on my insurance. As soon as I received the bill and realized something was wrong I went ahead and reached out and submitted a reconsideration request. We happened to have open enrollment for **** during the same time at which time I had to submit 3 separate support tickets due to technology errors preventing me from signing up for health insurance. I also spoke with two separate benefits counselors who informed me that when someone adds a dependent but does not change the benefits there is supposed to be a flag sent to mercer to warn them it happened but neither saw the flag. Also, there was no warning on the website that I had not done this. All it asked for was the social security number for my child to confirm. I have since been rejected three times for reconsideration due to an error in their process simply because I did not catch the problem in time due to their negligence and now I am on the hook for several thousand dollars of uncovered visits for my little one and also do not have health insurance through december for a 4 month old newborn. This is unacceptable.

  Business response

  11/22/2023

  We've investigated the issue and can confirm that it has been resolved.  We've reached out to the individual and ask that they call us back with any remaining issues or questions.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have ***** health coverage through my employer while on *** leave of absence. The ***** coverage is through a third party benefit adminstrator called Mercer Marketplace. I have mailed a payment to them via US *************** using **** money orders. They LOST the payment then took over 5 days to credit it to my account ALL while beikg notified that a health emergency existed. Myself and my son have been denied healthcare the entire month. This is unacceptable! When I have paid for the healthcare. There is no provision for me to get care while waiting for Mercers "processing times".No call center representative can call another department such as the intake department or accounts payable in order to trace the payment I made. They are now ackowledging receipt of payment but its not "credited" to my account.All the while we cant get healthcare and are getting sicker, having more pain and worse

  Business response

  11/02/2023

  We've investigated the issue and can confirm that it has been resolved. We've reached out to the individual and ask that they call us back if there are any remaining issues or questions.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My address was updated through work which caused me to be in open enrollment. I never received an email that stated my medical insurance needed to be changed due to my address changing. The company states the email was sent to my work email, but it was never received. Now my medical insurance is canceled for the rest of the year. I find this beyond unacceptable, and demand to have the ability to choose a new health plan. Who would let their medical insurance default?! This makes no sense.

  Business response

  08/21/2023

  Mercer investigated the situation raised in this complaint.  We reached out to the individual directly and worked with him to complete the necessary updates.  At this time, we believe that all outstanding issues and been resolved.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Have been trying to commence *************************** pension for 3 months (starts Sep 9 2023). I sent in and call center confirmed receipt of pension commencement paperwork on May 8, 2023. Have spoken to call center multiple times, they have promised sending a package via mail to complete and a return phone call from an agent or supervisor. Have not received either. I would like to elevate this to management to expedite and get my hard earned pension paid.

  Business response

  07/28/2023

  Mercer investigated the situation.  In response, we have requested and now confirmed the requested documents were sent as desired.  A follow-up call was made to provide an update that delivery should be forthcoming, if not already arrived. 

• Initial Complaint

  05/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company has held my money hostage for 7 months. I submitted forms to close and transfer my account in October 2022. Their customer service/management team was rude and unhelpful many times. No one took good notes and consistently lied to me that the form was being processed. Months of calling and asking when it would happen. I finally decide to use the account to pay open bills in May 2023 and find out they finally closed it - 3 months after the third form was submitted - without notifying me that the closure/transfer happened and when I can expect the money in my new account (still isn't there). I asked for a refund of the admin fees for the last 7 months, especially the month of May when I had no money in there and they responded "they can't guarantee that". I want my funds transferred and I want a billing adjustment for 7 months of admin fees.

  Business response

  05/30/2023

  We have reviewed what occurred and have reached out to the individual.  We will continue to work to reach a satisfactory resolution. 

  Customer response

  05/30/2023

   
  Complaint: 20089087
  
  I am rejecting this response because no one has reached out as stated and as I requested every time I called.
  
  Sincerely,
  
  *************************************

  Business response

  06/12/2023

  Mercer has reached out to provide an update and is working to complete the requested actions. The process should be completed shortly.  We've requested that a call-out be made when completed to provide notice and confirm that all issues are resolved. 

  Business response

  06/12/2023

  Mercer has reached out to provide an update and is working to complete the requested actions. The process should be completed shortly.  We've requested that a call-out be made when completed to provide notice and confirm that all issues are resolved. 

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩