Complaints

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:10/07/2024

  Type:Order 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 am currently a student at ****************************. It is required by law to have health insurance so Rowan ********************** has partnered with University Health Plans to provide insurance for students that do not have health insurance. I am a student that needed the health insurance so the school signed me up for the entire last year (08/1/2023 - 07/31/2024). I was not able to obtain health insurance through my job because I did not work the required amount of hours to sign up. I am now eligible to sign up through the open enrollment period (10/22/2023) and it will become effective 01/01/2025. I reached out to my school first about having the insurance prorated and for it to end at the end of the year 12/31/2024. I was told to present these questions to University Health Plans, which I did through email. After reaching out to them they told me that they do not return premiums after the waiver date that they agreed upon with the school. I informed them that I was not able to fill out the waiver because I would not have insurance until January. They told me that I signed up knowing that they do not return premiums and that they do not prorate. I explained that the school automatically enrolls students and that I would not have resigned up in I could have successfully passed their waiver process. They also told me that even if you graduate they will not prorate or return students money, even if they obtain full-time jobs that will offer them insurance. I also explained that they do offer prorated rates because they prorated the rates for students entering in the spring and do not require them to carry out the premiums for the entire year (they only have to carry them out 01/01/2024 - 07/31/2024) as they do the fall entering students (08/01/2023 - 07/31/2024) which is not equal and fair. If I do not need their services, I would like my money returned to me. Especially when I have not used their insurance. This issue is causing a bill on my account and I can't register for classes.

  Business Response

  Date: 10/21/2024

  Thank for your letting us know of the complaint. There are two items that we believe warrant dismissal of the complaint.
  
  The students complaint circled around the inability to get a pro-rated refund for terminating mid policy. This should not have been directed towards University Health Plans as we simply administer the enrollment and waiver process for *****.
  
  For what it is worth,Aetnas refund policy is filed and approved with the ************* of Banking and Insurance, and is detailed on page 3 of their brochure (**************************************************************************).
  
  The student ended up purchasing a different insurance policy, and was not actually impacted by Aetnas refund policy.
  
  Should you have any questions,please do not hesitate to reach out.
  
  Best regards,
  ****** *******

• Initial Complaint

  Date:04/23/2024

  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 am writing to file a formal complaint against University Health Plans regarding unauthorized charges for insurance coverage. As a transfer student, I recently submitted all necessary documentation, including my insurance card and information from my former school, to my current educational institution. I was assured by the school authorities that I had fulfilled all requirements and was covered adequately under my father's insurance plan.To my dismay, I recently discovered that University Health Plans has been charging me for insurance coverage, despite already being covered by my father's comprehensive insurance plan. This revelation has left me deeply concerned and dissatisfied with the services provided by University Health Plans.The lack of transparency surrounding the insurance coverage process is unacceptable. I was told by my school that I followed all necessary procedures and provided the required documentation in good faith, only to be met with unexpected charges. This not only reflects poorly on University Health Plans but also undermines the trust I placed in my educational institution's assurances regarding insurance coverage.I demand immediate action to rectify this situation, including:- A full refund of all charges incurred for insurance coverage by University Health Plans.- Clarification and confirmation of my insurance status to both myself and my educational institution.- Improved communication and transparency regarding insurance coverage procedures for transfer students in the future.Failure to address these concerns promptly will leave me no other option but to escalate this matter further through legal channels and seek appropriate compensation for the inconvenience and financial burden caused by University Health Plans' actions.

  Business Response

  Date: 05/24/2024

  I am writing in response to the complaint filed against University Health Plans by ***********************************. We take all feedback seriously and are committed to resolving any concerns that our customers may have. We sincerely apologize for any inconvenience or dissatisfaction experience by ****************. As a gesture of goodwill and to ensure **************** satisfaction, we have received approval from the university to ***** an exception for this student to receive a late waiver appeal. The student has been removed from the insurance and the fee has been refunded to their student account. 

  We value our customers and strive to provide exceptional service at all times. We appreciate the opportunity to address this matter and thank the BBB for facilitating communication between University Health Plans and ****************.

  Sincerely,
  ***************************
  Assistant Account Manager
  Risk ******************************************************