Complaints

This profile includes complaints for American Online Benefits Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Online Benefits Group

  16775 Addison Road Addison, TX 75001

• 

  American Online Benefits Group

  16775 Addison Rd. Suite 600 Addison, TX 75001

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled my wife in a plan on Jan. 30th becasue this business sent me a text informing me that I may lose coverage with my other private insurance carrier based on a current lawsuit. I called to ask what it was about and they told me how innovative partners had lost their health license to sell ********************** products and they weren't going to pay out claims anymore due to the ongoing lawsuit. They told me that this new policy through first health would take over and the other providers billing would be replaced with this new policy invoice. The next day I was billed by the old provider so now I had just been charged for two insurance polices covering the same month. It was not possible to get a refund from the old provider because I had been past the 30 day cancellation with them and each bill is for the next month of coverage. So I called back into First Health customer service and asked to cancel, they said they processed the cancellation and the refund would be processed in 7-10 business days on my CC. ******************************************************************************************************************************************************************************************** it was cancelled and I would get an email and to wait the 10 business days for the refund. Still no email and today is the 10th day and now I have been dropped from two calls with agents the moment I mention I am looking into my cancellation status. Their emails tell you there is a free 30 day cancellation for a full refund. I called the day after I enrolled my wife and somehow nothing has happened 2 weeks later. They purposely drag their feet, their customer service line drops calls ( which is likely them hanging up) they will also send you to a retention department where a guy tries to explain how they are BBB acredited and other private providers aren't. I ultimately told the gentelmen I wanted to cancel because I had double paid for coverage. Still trying to get a refund.

  Business Response

  Date: 02/13/2025

  Good afternoon *******,
  

  My team does not enroll but we are happy to assist you with billing for plans that are in our portal.  We are unable to locate an account for you based on the information you have provided here. The attachments you provided list a company name on them that is not us.

  Please call us at ************ Monday-Thursday 9am-6pm, Friday 9am-4pm CST if you need further assistance. We are very happy to help you!
  

  Respectfully,
  ****** ********
  Director Member Services
  American Online Benefits Group

  Customer Answer

  Date: 02/13/2025

  I have reviewed the business response and accept this resolution becasuse the complaint addressed the wrong company. I am trying to find American Health Benefit Group and/or First Health. 

• Initial Complaint

  Date:01/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We opened this because we thought it was health insurance. I tried to cancel it in Oct. 2024. I was told I would receive a refund, but they continue to take it out

  Business Response

  Date: 02/03/2025

  Hi ****,
  

  My team did not enroll you;we only handle the billing and benefit information for the plans that your agent enrolled you in on our portal.  Our billing contact information is always readily available to all of the members that we handle billing for and is located on your bank or credit card statement for your convenience in reaching us.

  Please call us directly at ************ Monday-Thursday 9am-5pm, Friday 9am-4pm CST if you need further assistance with your billing. We are always very happy to assist you!  

  Respectfully,
  ****** ********
  Director, Member Services
  American Online Benefits Group

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AOBG has their claims handled by International Benefits. The two companies are in cahoots to take the money via monthly premiums but drag their feet in paying claims until providers threaten to sue the individuals. Our family has had MULTIPLE claims go six months to a year without payment! When I ask why it hasn't been paid, I'm told they are waiting for medical records from the provider. They then email me a copy of the letter they allegedly sent to the provider. I forward that letter to the provider and have been told by ALL OF THEM that they NEVER RECEIVED THE LETTER. That tells me it is not a provider issue. It is an insurance company doing unethical things! They are a SHORT ************** policy provider. In short, if you see them for a broken arm, then two weeks later, your policy renews and you go back to get that cast removed, they will request medical records (or say they did) and it will be determined "pre-existing" and they will deny the claim. Just think what would happen if you have something truly catastrophic happen when the policy "renews"... DO NOT BUY INSURANCE FROM AOBG OR IBAT!!! They are crooks. Their practices are unethical, but should be ILLEGAL! Pay a higher premium and get insurance that actually does what you THINK this company is doing for you. BUYER ******!!!

  Business Response

  Date: 08/29/2024

  Hi ********,
  

  My team only handles the billing for the plans that your agent enrolled you in on our system. You may have also enrolled in other plans that are not in our system.
  

  I have messaged the company that handles your claims on behalf of your carrier, and I received a reply from them this morning that one of their specialists will assist you. I provided them with your contact information that is listed in our billing system and I requested that they contact and assist you as soon as possible.
  

  Please call us directly ************ Monday-Thursday 9am-6pm, Friday 9am-4pm CST if you need assistance with your billing. We are always very happy to assist you!
  

  Respectfully,
  *****************************
  Director, Member Services
  American Online Benefits Group

• Initial Complaint

  Date:06/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THIS COMPANY IS A SCAM I was sold this plan under the understanding that this was full health coverage. After purchasing and receiving my cards it stated not major medical coverage I called them and they clarified that they couldnt label it major medical coverage because it does not include pregnancy, mental health or substance abuse. 2 years later I was hospitalized for appendicitis and after complications hospitalized for 8 days. After I was discharged from the hospital I started receiving calls that my insurance was not covering a huge majority of my stay. I now owe the hospital $36,000. After countless attempts to contact my insurance and the complete run around I was told this was only an insurance supplement. After complaint after complaint and getting nowhere I feel there should be a class action lawsuit against this company considering all complaints on BBB. After submitting this complaint Im sure the response will be they do not handle sales that is an outside company. But wouldnt you think after dealing with all these complaints they would want to rectify the problems and clear their name. No because they dont care how they get your money as long as they get it. This company is a SCAM SCAM SCAM.

  Business Response

  Date: 06/04/2024

  Hi ******,

  My team did not enroll you; we only handle the billing and benefit information for the plans that your agent enrolled you in on our portal.  Our billing contact information is readily available to all of the members that we handle billing for and is located on your bank or credit card statement for convenience in reaching us. 

  The $6000 amount that you are referring is significantly higher than what is in our billing system.  You may have also enrolled in plans that are not in our billing system.

  Please call us directly at ************ Monday-Thursday 9am-5pm, Friday 9am-4pm CST if you need further assistance with your billing. We are always very happy to assist you!  
  

  Respectfully,
  *****************************
  Director, Member Services
  American Online Benefits Group

  Customer Answer

  Date: 06/05/2024

  I am rejecting this response because:   Again as I said in my original complaint nothing is being done to help or rectify the situation and when calling the different contacts they just give you the run around of you have to call this one then that one says no you gotta call this one. Its a SCAM.  If you are interested in helping me then give me the contact information to the people who sold me the policy? 

  Business Response

  Date: 06/06/2024

  Hi ******,

  We called you and emailed you as we are very happy to assist you.  Thank you for responding to us. 

  Please contact us directly if you need anything further ************ Monday-Thursday 9am-5pm,Friday 9am-4pm CST if you need further assistance with your billing.
  

  Respectfully,
  *****************************
  Director, Member Services
  American Online Benefits Group

   

• Initial Complaint

  Date:05/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom may this concern. I was charged twice this month. Why ?

  Business Response

  Date: 05/03/2024

  *******,

  My team handles the billing for your plans that are in our system. Our billing contact information is readily available to all of our members and is located on your bank or credit card statement for your convenience in reaching us. Your recurring payments are processed each month to keep your plans active.

  We have tried calling you several times to assist you with your account but have been unable to reach you. Please call us directly at ************ Monday-Thursday 9am-6pm, Friday 9am-4pm CST.  We are always happy to assist you with your account. 

  Respectfully,
  *****************************
  Director, Member Services
  American Online Benefits Group

• Initial Complaint

  Date:02/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cannot reach anyone to complain. They are taking monies out of my account and I have my insurance directly to Health First for around ***** a month. They keep taking payments but I was told that I am no longer needing them. I would like a call as well as my monies back immediately. They have caused overdraft fees that they owe me also.

  Business Response

  Date: 02/28/2024

  Hello *****,

  My team did not enroll you; we only handle the billing and benefit information for the plans that your agent enrolled you in on our portal.  Our billing contact information is readily available to all of the members that we handle billing for and is located on your bank or credit card statement for convenience in reaching us. 

  I messaged your agent and ask them to contact and assist you with any plans you enrolled in both in and outside of our billing portal.

  Please call us directly ************ Monday-Thursday 9am-5pm, Friday 9am-4pm CST if you need further assistance with your billing.

  Respectfully,
  *****************************
  Director, Member Services
  American Online Benefits Group

• Initial Complaint

  Date:02/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is brokering/selling insurance policies without a state insurance license I suspect. I never was able to talk to representative that sold me the policy to begin with. No one knows the other. Never received pharmacy, dental, or vision card since Oct. 15 2023. Initial quote was to in dental vision pharmacy and medical. They said it didn't, so added again and paid around ***** dollars more than quote. My son went to use insurance and was denied at 3 out of 4 Doctors.Also prescriptioncard was suppose to be 80/ 20 and it was like a disount coupon card I Want premium refunded on whole small business policy.

  Business Response

  Date: 02/27/2024

  Hello *****,

  My team did not enroll you; we only handle the billing and benefit information for the plans that your agent enrolled you in on our portal.  

  Please call us directly ************ Monday-Thursday 9am-6pm, Friday 9am-4pm CST if you need assistance with your billing. We can also provide your agent's contact information to you. We are always very happy to assist you!

  Respectfully,
  *****************************
  Director, Member Services
  American Online Benefits Group

• Initial Complaint

  Date:02/13/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to get my money back for false advertising. On Dec. 18th 2023 I called ************ to get health insurance for 2024. I had ******** and was noy able to get it for 2024. This number was on the back page of the letter from ***************** benefits. I got was I thought was Health insurance. The guy s name was ****** he was in *******. He keep say the word insurance. I get my information per email and print my cards. I Got a PHCS Limited Benefit Plan in ***** **. customer service# ************. The next card is Compass Discount Health help desk# ************. I do not have a address. The third card is **************** in ********** **** ************.There are more than one number on each. I called two refills into my pharmacy, they called and got my new insurance information. they called back and said this is not insurance just a discount. That is how i found out this is not insurance. They filled one of my meds. for cheap, but one would be over $1000. I really need that one to breath. I called customer service at ************ January 9th to find out what i paid all that money for. It is not insurance just discounted. I asked about getting my money back . Well that was not going to happen. I called customer service on January 11th to cancel this plan. I used it once for one prescription and was paid till the end of January then it will cancel. I now have real Health Insurance starting 2-1-2024. I would like my money. They never said it was a discount plan and not insurance till i started calling them. Thank you for your help. Me and my husband are both retired and sure could use that money. If you need more information i will do my best to get it for you. Thank you for your help. ***** This isn't really a health or a provider problem just false advertising. I never even saw a doctor in this time. Thank you for your help *****

  Business Response

  Date: 02/14/2024

  Hi *****,

  My team does not enroll; we handle billing and benefits.  We are unable to locate any plans in our billing portal that matches any of the information you have provided here.

  Please call us directly at ************ Mon-Thurs 9am-6pm and Friday 9am-4pm CST and we will be more than happy to further assist you as best I can.

   

  Respectfully,

  *****************************

  Director ****** Services

  American Online Benefits Group 

  Customer Answer

  Date: 02/14/2024

  I am rejecting this response because:   I asked for a refund on 1/1/2024 and the customer service said they cant do that. They keep saying insurance not discount . I paid a lot of money to them for nothing. I never used any of the discounts because no one took the discount cards this company provided. There are four different cards from four different companies in four different parts of *****************. This is a big rip off . I am retired and would like my $609.49 back so I can have real insurance. I have a few maintenance medications I have to have to stay alive. My money is very hard to come by and I need it back. No one from the company will talk to me about a refund. There are so many of them and no one knows anything about the other one. I just dont know what else to do. Please help me. Thank you for your time. ************************************

  Business Response

  Date: 02/15/2024

  *****,

  I understand and would like to assist you but as I mentioned before, we are unable to locate any plans in our billing portal that matches any of the information you have provided here. 

  Please call us at ************ Mon-Thurs 9am-6pm and Friday 9am-4pm CST and we will be more than happy to further assist you as best we can.  We may be able to help direct you to the company that handles your billing.

  Respectfully,
  *****************************
  Director Member Services
  American Online Benefits Group 

  Customer Answer

  Date: 02/15/2024

  I am rejecting this response because:   I have a card that was sent to me in January 2024 from ****** Services *******************************************************************. The card is PHCS Limited Benefit Plan. Plan name: FE AmeriCare 200 Group ID:G1203273  ****** Name: ************************************. Benefit Level: ******. ****** #: *********. Effective Date: 1/1/2024. It also has Pharmacy information. I needed to fill a prescription and gave them the Pharmacy information and that is how I found out this is NOT health insurance. On the back of the card has a ******s ************************ number. ************. I called this number and no one could help me. I called on January 1st  to cancel this service and she said okay and I told her why and could I get a refund. Well I didnt get a refund  or the service was NOT canceled. On January ****** Service charged my credit card $ ******. I called customer service on threat day to cancel my service for real this time and get my $****** refunded. This was to continue your service in February 2024. This time the service was canceled and my $ ****** refunded. So I still want my original $ ****** refunded. This was supposed to include dental and vision which you call an add on. The letter included with this card says BWA **************************************** What ever that is. The phone number on this letter is ************ to contact Assurance Health Advisors. This email on this letter is support@ caviars.org. There is four different names with this letter and the card. This is messed up.    Thank you *****

  Business Response

  Date: 02/16/2024

  *****,

  We would truly like to assist you but again we have not been able to locate an account for you in our system based on the information that you provided. The company names and numbers that you included here are not affiliated with us.

  We called you today at the phone number that you provide here and left you a voicemail.  

  Please call us at ************ Mon-Thurs 9am-6pm and Friday 9am-4pm CST and we are very happy to further assist you as best we can.  We may be able to help direct you to the company that handles your billing.
  

  Respectfully,
  *****************************
  Director Member Services
  American Online Benefits Group 

  Customer Answer

  Date: 02/16/2024

  I am rejecting this response because:   Okay then just who are? You have to be in touch with someone in this company. Your information is all over my paperwork and cards. I got two other cards from this scam. They ore **************** from ********** SD. Compass Discount Health this dont have an address. There is also Focus Discount Card Recoro Health. You must be in here somewhere or can tell me who to get in touch with. This makes no sence. I have paperwork and cards and recites and addresses and phone numbers and email addresses. There has to be a connection somewhere or where would I go to complain. Thank you. *****

  Business Response

  Date: 02/24/2024

  *****,

  We have tried calling and emailing you multiple times at the contact information you provided here. We have provided you with our direct phone number in hopes that you would call ** so that we can try to help you get in contact with the company that is billing you.  Again, we are not able to locate you in our billing systems.

  Please call us at ************ Mon-Thurs 9am-6pm and Friday 9am-4pm CST and we are very happy to further assist you as best we can. We may be able to help direct you to the company that handles your billing.
  

  Respectfully,
  *****************************
  Director Member Services
  American Online Benefits Group 

• Initial Complaint

  Date:01/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled an insurance policy in Nov 2023. And Im still being charged for insurance in December 2023 and January ****. I called the insurance company to see if I had an active policy and they say no. And that my premium was $0. Im trying to see why am I still being charged after cancellation and why was I making a payment every month with a $0 premium.

  Business Response

  Date: 01/22/2024

  Hello ******,

  My team did not enroll you; we only handle the billing and benefit information for the plans that your agent enrolled you in on our portal. We are unable to assist you with any plans that you are enrolled in outside of our portal. 

  My team called and spoke with you this morning and advised you of the cancellation and refund that was processed on your account in our portal.

  Please call us directly at ************ Monday-Thursday 9am-5pm, Friday 9am-4pm CST if you need further assistance with your billing. We are always very happy to assist you!  

  Respectfully,
  *****************************
  Director,Member Services
  American Online Benefits Group

• Initial Complaint

  Date:12/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business signs people up for health insurance and then adds on other options that were not wanted. Then bills their clients directly by taking the money from their debt card monthly without consent. I was charged ***** for I don't know what. I had to stop my debt card and apply for a new one because of fraud charges.

  Business Response

  Date: 12/18/2023

  Hello *****,

  Thank you for contacting us. We did not enroll you; my ****** Services Team handles the billing and benefit information for the plans that your agent enrolled you in on our portal. Your plan was cancelled and refunded in full earlier today. 
  

  Please call us Monday-Thursday 9am-6pm, Friday 9am-4pm CST if we may be of further assistance to you, we are very happy to help you with your billing.

  Thank you,
  *****************************
  Director ****** Services
  American Online Benefits Group
  ************