Complaints

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• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair 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.

  CCS received my enrollment form for coverage and my checked cleared 8/19/22. CCS never initiated reestablishing my benefits for a specific timeframe I had discussed with ******** several times in the past who gave me the prorated amount due. I was given incorrect information from **** who also calls himself ***** about how the open invoices would get paid, *** who falsely directed me to mail a check for $56,57 saying that I didn't pay the correct amount to reestablish coverage but could not tell me why. I also spoke to the Manager *****, who told me I did not owe anything that was a mistake on ***'s end because he didn't read the notes but they did not initiate reinstating my benefits at all, a week after my check cleared. After making contact with my former employer and calling me back ***** said the former employer said it was going to "take awhile". That is unacceptable. She lied because then she said it was not her who called. She would not identify that employee at CCS only as an Account Manager and she refused to answer who their contact at my former employer was when I asked, withholding information. The calls are recorded. This company does not process payments correctly or timely or have trained employees to give correct information. The employees lie.I need my benefits reestablished for the time period that I made payment on and the company never initiated immediately. I was told the manager over ***** is ***** but she was out of the office today.

  Business Response

  Date: 09/14/2022

  September 14, 2022 
  Dear *** *******: 
  This letter is in response to your correspondence dated 8/29/2022 to Arthur T***** of Cobra Control Services, LLC. 
  Cobra Control Services, LLC (“CCS”) provides COBRA administrative processing services for its contracted  employers. CCS sends COBRA notices, sends payment coupons, collects premiums paid by COBRA  continuants and returns those payments to its contracted employers. CCS does not sponsor a health  plan. CCS does not provide insurance coverage. CCS does not enroll continuants with their insurance  carriers. CCS makes no independent decisions as to eligibility for COBRA continuation coverage. 
  Client employers notify CCS when one of their former employees has a COBRA qualifying event. CCS  mails the individual information about the continuation of health coverage options offered by the  employer. If the individual elects the employer’s continuation coverage, CCS mails the individual  payment coupons to use when sending payment. CCS accepts the payment and sends the collected  funds to the employer (less a legally-permitted 2% administrative fee). The employer then follows its  own processes for reinstatement of coverage with its own insurance company. There is no option to  continue healthcare through CCS as CCS does not offer a health plan for its clients. All coverage  continuation is provided through the individual’s employer or former employer’s health plan. 
  It is our understanding that *** ********’s health coverage has been reinstated by her former  employer (***** ***** ** ******* ****) and her complaint has been addressed. 
  A timeline of events follows: 
  • 4/19/22- CCS notified by the insurance broker for *** ********’s employer, ***** ***** ** *******  **** (“****”), that *** ******** experienced a COBRA qualifying event with a COBRA start date  of 4/6/2022. 
  • 4/21/22- CCS mailed *** ******** a COBRA qualifying event letter offering continuation of  ****’s medical and dental coverage. 
  • 5/16/22- *** ******** called CCS and asked if she could elect COBRA coverage for 4/6-4/27 only.  CCS contacted ****’s insurance broker for direction on responding to *** ********’s question. • 5/17/2022- CCS replied to *** ******** informing her that she would be permitted to elect COBRA continuation coverage for 4/6-4/27, only, if she provided proper payment. 
  • 7/11/22- *** ******** called CCS and asked if she still had time to elect COBRA continuation  coverage. CCS told her she still had an election period.
  • 8/17/22- CCS received *** ********’s COBRA election form, selecting continuation of medical,  only, with a note that she needed COBRA through 4/27/22. 
  • 8/22/22- CCS received *** ********’s first payment for COBRA coverage for the period 4/6-4/27.

  • 8/23/22- CCS contacted **** and ****’s insurance broker and informed them *** ********  paid for medical coverage from 4/6/2022 through 4/27/2022. 
  • 8/24/22- *** ******** called CCS and asked about submitting claims. CCS directed her to contact the plan’s insurance carrier. 
  • 8/26/22- CCS contacted ****’s insurance broker to ask about *** ********’s reinstatement in  coverage for 4/6/2022-4/27/2022. The insurance broker advised that since the plan was in a new  plan year, it would take the carrier longer than usual to process the reinstatement. 
  • 8/31/22- CCS informed *** ******** that the broker was reinstating her coverage and the  insurance company advised it would take longer than usual to process the reinstatement.

  • 9/1/22- CCS received confirmation from ****’s insurance broker that *** ********’s coverage  was activated for 4/6-4/27. CCS relayed the message to *** ********. 
  As explained above, CCS does not sponsor health coverage and did not provide or offer health coverage  to *** ********. The insurance company reinstated *** ********’s coverage, back to April, within 6  business days of CCS’ receipt of her payment for coverage. CCS confirmed with ****’s insurance broker that *** ********’s medical coverage was active for the elected time period.  
  If you have questions about the information in this letter, I can be reached at *********@******.com or  ###-###-####.  
  Sincerely, 
  Marla ** R******* 
  Sr. VP & General Counsel