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Business Profile

Insurance Services Office

Mercer Health & Benefits Administration LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Services Office.

Complaints

This profile includes complaints for Mercer Health & Benefits Administration LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Mercer Health & Benefits Administration LLC has 4 locations, listed below.

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    Customer Complaints Summary

    • 23 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/27/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      My husband was a LOCKHEED ****** employee/retiree and has group life insurance thru Mercer as the administrator for LM. We have faithfully and timely paid all premiums. My husband died suddenly on Jan 23, 2023. I called Mercer customer service and reported his death to them on Jan 25, 2023. They advised at that time they would send out a packet I needed to sign and return, enclosing his death certificate and upon receipt back they would notify ********** and a benefit check would be issued. They advised it could take **** business days to mail out packet. Of course, packet was not mailed supposedly until 10 day, February 8. As of today I have still not received the packet although I have received a premium refund check from Mercer sent out February 10. I have called repeatedly and 2 'cases' have been opened by the representatives I've spoken with but still no packet. On February 23 a rep made a request for a packet to be sent via Fed Ex with tracking and 2 day delivery. There is no record of that being done although now notes say another packet was mailed yesterday February 23. Today I spoke with another rep who connected me with a supervisor who again was unable to tell me anything more and can only email claims department asking if they could Fed Ex apacket. No authority to make that happen and she gave me a new time frame of 6-8 weeks for the total claims process. When I told her we were at 4 weeks and 2 days already(since report date of 1/25) she said oh that's 6-8 weeks in business days. So I guess thats **** weeks? Meanwhile, this is all happening while I am grieving the loss of my husband of 21 years.

      Business Response

      Date: 03/15/2023

       Mercer has contacted the customer and resolved the issue. The matter is now closed.

      Customer Answer

      Date: 03/15/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
      The facts still remain that Mercer delayed my receipt of my late husbands benefits significantly and for no explainable reason.
      Sincerely,

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

    • Initial Complaint

      Date:08/08/2022

      Type:Billing Issues
      Status:
      Resolved
      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.
      Mercer is the benefits administrator contracted by ******************** to pay insurance premiums for my retiree vision and dental insurance. They tell me my account is now lapsed due to non-payment. Please note - they just returned my check dated 7/21/2022. My premiums are payed monthly on my behalf by LPL Financial, the company who manages my retirement investment accounts. I have been trying to get this straightened out for over 2 years but I am having no success. They say they will only reinstate me if I agree to pay via EFT. I am not comfortable giving them access to my bank account because for 2 years in a row, they enrolled me in the wrong dental plan, Each year it took between 4 and 6 months to get them to find there error and make the appropriate correction. They then wanted me to pay the extra expense for the months spent in the wrong plan. It took multiple phone calls to resolve that. I have asked for their records multiple times to identify when this missed payment was supposed to have occurred but have had no luck. I have requested the same records from LPL Financial so that I can reconcile the accounts. Meanwhile, I am told I have no insurance coverage. Can you help?

      Business Response

      Date: 08/17/2022

      Mercer has contacted the customer and resolved the issue. The matter is now closed.

      Customer Answer

      Date: 08/17/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:08/03/2022

      Type:Billing Issues
      Status:
      Resolved
      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 am a ******** retiree. Mercer Marketplace administers my Health Reimbursement Account (HRA) which ******** Funds. To date, I have a balance of approximately $6,000 in it. Previously, I have submitted my medical bills and Mercer has reimbursed me.In mid June, Mercer sent me a notice that they were upgrading the website and the website would be down until early July, about 2-3 weeks. The first week of July, the website came up on schedule. The instructions were to go to the new website and create a new account. In order to create a new account, I would need to enter my social security number, date of birth and zip code. When I try to create an account using the above information, my account does not register. Therefore, Im unable to access my account, submit my paid medical bills and receive reimbursement. I have called 9 times and submitted 2 help tickets, but I cant get anyone to give me an answer as to why my information is not in the system. For the last three weeks, the only explanation I receive from Mercer is that my issue has been relayed to upper management. Each time I call, they tell me a supervisor will call me back by days end; but I never receive a call back. I have expended personal funds to pay my medical bills, and I need to be reimbursed from the balance in my account to pay additional medical bills. Im getting nowhere with what should be a simple problem to solve. In summary, I have not been able to access my account and/or put in a claim for medical reimbursement since mid June.

      Business Response

      Date: 09/01/2022

      Mercer has partnered with the vendor to correct the issue. We have made mutiple attempts to contact the customer to discuss the concerns and resolve the issue. At this point we consider the issue resolved.

      Customer Answer

      Date: 09/06/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.As a note they had not contacted me before BBB was involved. A few weeks after the complaint was filed a manager contacted me to resolve my issue.

      thank you for addressing this matter with Mercer.

      Sincerely,

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

    Mercer Health & Benefits Administration LLC is NOT a BBB Accredited Business.

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