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:05/28/2024

  Type:Billing 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 left my employment with **** *** in August 2023. I began on Cobra using ***** in September 2023. I received a packet for Cobra from ***** on September 7, 2023 outlining my cobra payments through September 2024. I have made all of the requested payments to ***** including the payment for January 2024. It is important to note that not until February 2024 did I learn that **** *** intended to move Cobra benefits to Kelly Benefits. Had I known, I could have researched the insurance market place and made other arrangements. That said, it is not until February that I am receive information (because my insurance was not active and not paying for a prescription) that **** *** has switched Cobra carriers to Kelly Benefits. In the email titled "***** ******* COBRA Account Still Not Resolved from January" on Wed, Maar 6, 2024, Michele S****** states "Hi *****, Sorry for the delay. It took use long than expected to get the payment information from the carrier because **** paid them directly for the month of Jan. The credit has been applied and your current balance $140.37."
  
  I have paid the full monthly balance since February 2024 in the amount of $838.18.
  
  I received another letter dated May 16th stating that I needed to bring my account current and that I still owe $140.37 or face coverage suspension or termination.
  
  PLEASE help to get this resolved.

  Business Response

  Date: 05/30/2024

  Good Morning,
  
  The group **** Public Benefit Corporation was new to Kelly
  Benefits for COBRA administration for 1/1/2024. Kelly Benefits could not begin
  the COBRA service until we received the signed COBRA contact, we received the
  signed contact on 1/14/2024.  On
  1/25/2024 the group asked me to reach out to three COBRA members to let them
  know when their COBRA account will be set up and the first bill sent. I spoke
  to ***** on 1/25/2024 and explained to her that Kelly Benefits was in the
  process of setting up her COBRA account and they her bill will be ready next week.
  At that time, she told me that she had reached out to her prior company to find
  out what was going on COBRA admin, and no one returned her call. She wanted to
  know why she was told of the change before 1/1/2024, I explained to her that
  was her group’s responsibility to notice her of the change. On 2/2/2024 I sent email
  to ***** letting her know her account was set up and she could pull her bill. She
  emailed me back and stated that she paid Jan 2024 premium already to the prior
  COBRA admin and she noticed the cost had risen for Jan and she now had a balance.  The group renewal was 1/1/2024 and that is why
  the cost was higher. She believed that since there was no communication plan from
  ****, Prior COBRA administrator, or Kelly benefits that she should not have to
  pay the additional cost for Jan. On 2/6 I let ***** know that I was working
  with **** to get the credit applied for Jan and would check with **** and the
  broker about prior communication. On 2/6 I sent her second email that stated we
  were going to restrict March bill until the credit from Jan was applied. I
  reached out to the group to verify that the prior COBRA admin had sent the Jan
  premium to them and if they received payment can Kelly benefits transfer the
  funds from their account to the three COBRA members.  On 2/20/2022 I let ***** know that I was still
  working on the credit, and I was hoping to have it posted by the end of the
  week. On 2/22/2024 I got the amounts and approval from the group to transfer $714.57
  from The **** account to the COBRA members’ accounts. On 2/22/2024 I sent this request
  to our finance team to process. On 3/5 the funds were posted, and I emailed
  *****. I let ***** know that that the funds in the amount of $714.57 posted
  and she had a balance $140.37.  3/6 she
  asked me to have the additional money of 140.37 written off because **** did
  not notify her of the COBRA admin change.
   I let her know that I had to submit a request.
  This was denied because the member did not have a lapse in coverage during the
  time, and it was not Kelly benefits responsibility to notice COBRA that the
  COBRA administrator was changing. I have since gone back to upper management
  and we have approved the write off in the amount of $140.37. The member does
  not owe additional premium for Jan 2024 health coverage. I have notified *****
  that the amount has been credited to her account and she now has a zero balance for Jan.
  
  Thank you,
  

  Michele S****** 

  Customer Answer

  Date: 05/30/2024

  
  
  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:02/01/2023

  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.

  This is a complaint against ****** ********* ***** ***** ******** ****** *** ******* ** ******, Kelly and Associates (1 Kelly Way, Sparks, MD 21152), and ********* ** ********* ****. I had insurance with ******* through Kelly. Got Medicare 7/1/22. Advised ***** ******, of ******, of the change of insurance starting May 2022. See supporting documents.
  Despite the continued correspondence, via phone calls and e-mails, with Mr. *******, informing them of my plan to discontinue coverage, Kelly and Ass. continued to send bills for subsequent months up to $3,028.74, even though Ms. ***** (my office manager), had continue to contact Mr. ******* to reiterate that I did not need ******* of Maryland coverage because of the switch to Medicare Part B.
  Bills stopped coming for a while, leading me to believe that the companies realized there was no money due to them. I was very surprised when I received notice from ******* ************* **** **** **** ****** **** ******* a collection agency, stating that I had an unpaid bill. ******* never warned me that the bill was going to collections. I’m not sure what happened but my impression is that there was lack of communication between Mr. *******, Kelly and Associates and *******.
  Since 2011, I have paid Kelly and Associates approximately $117, 470.72. I’m very healthy and do not take any medications. While being covered by *******, they spent less $5,000 on me.
  In addition, I don’t understand what they are billing me for. By July 1st, 2022, I was covered by Medicare and it became my primary insurance, so I don't know what service ******* was providing, certainly not healthcare insurance. Had I needed medical attention on or after July 1st, Medicare would have paid for the expenses. I emailed Medicare regarding this issue.
  Attached documents (no room)
  email 05 31 22 to K *******
  email 05 31 22 to K *******(2)
  email 06 29 22 to * ********
  email 07 13 22 to K *******
  email 01 18 23 to K *******. No answer yet
  collection letter
  ins card

  Business Response

  Date: 02/14/2023

  In reviewing this complaint, Kelly Benefits received notice of this request on 10/20/22 from the group to terminate the employees coverage due to gain of Medicare Coverage. Kelly Benefits reached out on 10/26 to the group for a completed term form and a copy of the Medicare Card. Further follow-up occurred on 11/1/22 to again obtain the information needed. Kelly Benefits has not received this information to date. 

  Customer Answer

  Date: 02/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1. Have not received a form to fill. Please provide one

  2 Will attach a copy of Medicare 

  3. To clarify: Our only contact regarding health insurance was ***** ******* of ****** ********* ***** and we advised him, in writing and verbally, of the termination of ********* coverage as of June 30th, 2022, several times and in advance. We also provided him with a copy of Medicare card when requested. 
  
  
  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 02/17/2023

  We have received the Medicare card and necessary information to request with the carrier, on your behalf, a termination of 7/1/22 due to gain of other coverage. We are happy to support your request however, please be aware that the decision is made by the carrier and not Kelly Benefits. 

  Customer Answer

  Date: 02/21/2023

  
  
  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,
  
  
  
  ******* *********