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Business Profile

Insurance Companies

HSA Insurance
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for HSA Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see

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HSA Insurance has 4 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint 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:10/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 provides me with health insurance. I have been using them for several years to purchase insurance that I pay via electronic funds transfer monthly at an agreed to premium that i select yearly. Over the last 2 years they began charging me an additional fee of $5.00 per month for "processing" that i never agreed to pay and is an additional amount that has no explanation. I have not been paying this additional fee but i have paid my agreed upon premium on time every month for the duration of the time i have been using this company.Since i haven't paid the additonal "processing" fee which again, appeared out of the clear blue sky and they get their payment immediately electronically, they are now trying to remove my health insurance coverage retroactively to september even though i have not missed any premium payments in all of these years. I don't feel that this should be legally allowed to occur since i am paying the premium that i agreed to pay and they are sneaking in extra fees. I currently pay them ****** per month and depending on the coverage i have paid between $728 to $******. I would like them to stop charging me additional fees, credit me for what they are now charging me a fee of $50 to terminate my acount and some late fee of $25 which was not a late payment, just a system error on their end, since i am paying what was agreed to and i would like them to continue my coverage without threatening me to remove my health insurance coverage while fining me even more. Or if they do end my coverage they should reimburse me the ****** that i paid for september and not charge me to terminate me. I have been paying all premiums.

      Business Response

      Date: 10/25/2024

      Since the complaint was received on October 15, 2024 ************** has been in touch with **** ******* and the matter has been resolved favorably.

      We take these complaints seriously.  We have reviewed our internal processes and to make sure we are addressing and improving these situations more proactively. In this case earlier escalation to management may have avoided this situation.  

       The payments being received by *** ******* were for balance due, however the service fee was also due, thus creating a negative balance in the account.  It was explained to *** ******* the process along with management's decision to reverse the service fees in the account and to waive going forward. 

      Continued monitoring of the account will take place to make sure the service fee is not impacting the account.  

    • Initial Complaint

      Date:01/19/2023

      Type:Product Issues
      Status:
      Answered
      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.
      The merchant demands up front electronic withdrawal for payment but refuses to refund me in the same manner when a refund is due. Thus, they significantly stall the process of a refund by writing a physical check. Additionally, per their internal policies they only cut refund checks on certain dates further delaying refund.In my case its questionable that I should have been charged in the first place, but I did inform them of the erroneous charges. Though they have agreed to refund me by physical check its wrongful of this merchant to withhold funds for any amount of time. They should promptly refund me in the same manner as it was deducted.This impacts me adversely were as I need to pay other bills and may have to pay service fees due to a shortage of funds.

      Business Response

      Date: 01/25/2023

      We are sorry to learn of your recent dissatisfaction with our service and understand how frustrating this must have been. It is our goal to always provide excellent service to our customers and we clearly missed the mark *********** We are always reviewing our processes and procedures and will learn from your experience.  Thank you for your feedback.  

      Customer Answer

      Date: 01/25/2023

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as 

      Im not 100% satisfied, but they at least acknowledge an issue and impact to its customers such as myself. However they dont say they do not make any mention of correcting the issue. Without correcting this they will repeat what was done to me to many more customers. It is wrongful to withhold customer funds for any amount of time when electronic payment was withdrew and refund is due.

       


      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      *****

       

       

      Business Response

      Date: 09/15/2023

      Dear ********************,

      My name is *****************, and I am the *** of HSA Insurance.I am writing to address the complaint you filed with the Better Business Bureau.

      I would like to extend my personal apology for the inconvenience you experienced, and I greatly appreciate the 11 years you spent as a valued customer.

      Upon reviewing your case, it is clear that instead of adhering to our standard paper check procedure we should have processed your refund electronically as per your request,

      As a result, we have revised our standard procedure.Going forward when a customer requests an electronic refund, we will ensure that they receive their payment in that manner.

      Please know that your feedback played a pivotal role in this endeavor. We are grateful for the opportunity to learn from your experience and improve our services.

      Once again, I apologize for any inconvenience you may have encountered during this process. Should you have any further questions or concerns, please do not hesitate to contact me.

      Sincerely,

      ****

      *****************
      ***, HSA Insurance
      *************
      **************

    HSA Insurance is BBB Accredited.

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