Complaints

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

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• 

  Kelly Benefits

  1 Kelly Way Sparks Glencoe, MD 21152-9484

  
• 

  Kelly & Associates Insurance Group, Inc.

  11300 Rockville Pike Ste 1200 Rockville, MD 20852-3040

  
• 

  Kelly & Associates Insurance Group

  1201 N Orange St Ste 1100 Wilmington, DE 19801-1191

  

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:10/01/2024

  Type:Customer Service 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 have been paying my premiums for health insurance to Kelly Benefits for over 4 months and recently went to the doctors and found out Kelly has been taking my money, but did not enroll me in insurance. I called ********* and it says my card has not been active since May, it is now October. I have paid them over $7,000 and have had no coverage. I called them and they said I’ve paid up to date and there was no reason why I didn’t have insurance. They escalated to a manager but won’t let me speak to them. They said the people you need to talk to can only be reached by emailed. I now have had to pay out of pocket thousands of dollars to go to the doctor, on top of what I’ve paid to them. I emailed them and they started a case, at this point I would like to cancel and be refunded all the money I paid for no coverage, but again I have yet to hear back from them and the only people you can reach by phone say they can’t help with that. They just say sorry for the inconvenience and we’re working on it, meanwhile I still have to pay out of pocket thru no fault of my own. I can’t imagine it’s legal to take money and not enroll them in.

  

  Business Response

  Date: 10/09/2024

  All of the information in this response has been
  communicated to Mr. ****** via email from our manager, who also offered to
  speak to him via telephone at his preference.
  

  We are sorry for any stress or confusion this situation has
  caused Mr. ******. There was an error that caused his plans to briefly show as
  not active at *********. That was quickly corrected to restore him to active
  status. This means that there have been no gaps in his coverage and the
  premiums that he has been paying are correct for that coverage. He has not over-paid, and he has not paid for non-existent coverage.
  

  Mr. ****** indicated that he has had out of pocket claims.
  Since there are no gaps in his coverage he can resubmit those claims to
  *********.
  

  We have also let him know that if he is interested in
  terminating his coverage, we would be happy to assist with that request. We
  have let him know what his options are in this regard and are awaiting his
  response.
  

  As soon as we hear back from Mr. ******, we proceed to close
  this matter expeditiously.

• Initial Complaint

  Date:08/09/2024

  Type:Customer Service 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 started a new job in March of 2024 and became eligible for healthcare benefits on April 1, 2024. The HR Manager at my company made an error (mistyped my SSN, swapping the 2nd and 3rd digits), and has failed to resolve this for 4 months.
  
  Now, Kelly (the benefits enrollment portal) is requesting that I send a photo of my Social Security Card to my HR manager via email, who will fwd this to Kelly. Ultimately, this will be forwarded to my new insurance company United Healthcare. I do not feel comfortable sharing photos of my social security card via email, and this company has provided me with no alternative mechanisms for resolving this.
  
  It is frustrating that my HR Manager and the Kelly team are not taking my concerns seriously, especially in light of recent regulatory developments (e.g., the FTC's updated HBNR rule, effective July 29, 2024). If this company is in the business of enrolling people in their health insurance, it is their responsibility to handle people's sensitive information with the utmost care and security. I am baffled by their complete failure to do this - e.g., they want me to send a photo of my Social Security Card to a mailbox that all support reps have access to (today, 2024.08.09 a rep on the phone candidly told me that she wouldn't trust that inbox either).
  
  This company is unwilling to invest in providing a more secure mechanism to resolve errors like this (which, to be fair - should not have happened in the first place. The HR Manager at my company should be double-checking this). However, from talking to the Kelly reps, it's become clear to me that I am not the only person who has had to go through this process to correct their SSN in their system.
  
  Open enrollment closes in 6 days, and I will do my best to find an alternative approach to resolve this. I suspect that the reason Kelly has been able to continue with these antiquated practices is because they are a relatively small company (?). Really shocking.

  

  Business Response

  Date: 08/16/2024

  We have addressed this issue, and it has been
  resolved. We have updated our system to reflect Ms. *****'s correct social security number and have let her know this is complete. The security measures communicated to her exist for the protection of our clients and we were able to find a resolution that both protected her information and satisfied her identity safeguarding concerns. Her concerns are very important to Kelly Benefits, and we are pleased that we were able to bring this matter to a satisfactory close.

  Customer Answer

  Date: 08/19/2024

  
  
  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:03/05/2024

  Type:Customer Service 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 have been attempting to drop insurance coverage through an employer that I am no longer working with full time ***** ********** ********) and Kelly benefits is refusing to drop the coverage because it isn’t open enrollment. Now if I pick up any shifts with this employer the benefits company is taking the full paycheck for benefits that I have requested be stopped repeatedly.

  

  Business Response

  Date: 03/15/2024

  Hello,

  Kelly Benefits had correctly followed and communicated our client's enrollment rules in our interactions with ****** ******. We shared this complaint with our client who ultimately decided to make an exception to grant the retro-term Ms. ******
  requested. On our client's behalf we retro processed the termination back to 2/1/2024 as requested and
  communicated that information to Ms. ****** on 3/12/2024. 

  Customer Answer

  Date: 03/18/2024

  
  
  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:02/24/2023

  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 am business owner of *** ******** ************. We terminated our benefits coverage with Kelly & Associates Insurance Group, Inc December 31,2021. I pay insurance premium ahead and payment $2067.56 was paid on 12/30/2022 for the month of January 2023. I requested refund of payment made for January 2023 on December 12/28/2022. It has been more than 54 days as of today and Kelly & Associates Insurance Group, Inc is not refunding $2067.56 despite repeated request.
  I request refund of $2067.56 from kelly Benefits.

  

  Business Response

  Date: 03/02/2023

  To Whom It May Concern:
  
  Kelly & Associates Insurance Group, Inc. (“Kelly Benefits”) is in receipt of your inquiry dated
  February 23, 2023, regarding a Complaint filed by *** ********* ***. (“Complainant”) related to
  a request for a refund of a premium payment. Please allow this letter to serve as Kelly Benefits’
  response to the above-referenced Complaint.
  
  Prior to the receipt of the above-referenced Complaint, on February 02, 2023, this refund request
  was discovered and thereafter processed on February 19, 2022, for the amount requested
  ($2,067.56). By the date of this letter, Complainant should be in receipt of the refund requested.
  
  Further, as requested, we have outlined the explanation of the events leading to this Complaint.
  
  • On December 16, 2022, after processing the termination of Complainant’s benefits, Kelly
  Benefits initiated a refund in the amount of $100.00 (Refund #1).
  
  • On December 28, 2022, Complainant requested a refund for the aforementioned amount
  of $2,067.56 (Refund #2).
  
  • While Refund #1 was being processed, a Kelly Benefits Credit & Collections
  Representative noted that another payment was made, with comment “refund in process”
  attached thereto.
  
  • Due to said comment, the Representative believed Refund #1 and Refund #2 were one in
  the same, in error.
  
  • On February 02, 2023, the Representative discovered said error, and directed that Refund
  #2 be submitted for processing.
  • On February 17, 2023, Refund #2 was submitted, and was thereafter processed on
  February 19, 2023.
  
  • On February 27, 2023, a refund check in the amount of $2,067.56 was sent to
  Complainant via overnight mail.
  
  
  Please accept our sincerest apologies for the error described above, and the resulting delay.
  Please feel free to reach out to me with any questions.
  
  
  
  
  Sincerely,
  
  
  
  
  Joseph D. C*********, Esq.

  Customer Answer

  Date: 03/03/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ********