Business Profile

Insurance Agency

Via Benefits Insurance Services, LLC

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

101 total complaints in the last 3 years.
33 complaints closed in the last 12 months.

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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:07/02/2025
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.
We have Via Benefits for health insurance reimbursement as part of my husband's retirement. Keep submitting receipts and they keep denying the claim now saying my wife is a dependent even though she's been on my account for years. They says it's fixed every time but it's not and haven't paid us money back that's ours and they owe us. **************** is the worst!
Business Response
Date: 07/03/2025
We are verifying that we have received this complaint and will reach out to Mr. ******* shortly.
Initial Complaint
Date:06/17/2025
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.
The problem started 5/16/2025.This is a reimbursement issue with the last amount being $160.11 VIA is responsible for our monitoring and reimbursing of *** account for **** Retirees. They have not reimburse my $160.11 and now say I owe for all of my past payments.This is the actions since May 16: Looked at my account and saw that VIA was holding payment for overpayment of past reimbursement made in 2023. I called VIA and the customer service *** said that he saw the problem and that it was that my dates did not align to when I was entitle to receive benefits (5/2018) and when they had me at of 5/2022 and that he could not care of it however it would be a simple fix and give it a week or two and things will be corrected after he submitted a ticket. Two weeks later i called back and was told that it was correct and that if was **** who was denying it and to call my ***resentative at **** Retire Benefits. I called the ***resentative at **** (******* *.) who said they had nothing to do with it and would call them while I was on the line and that she would stay on the line until solve. She called VIA (*****) and ***** said she didn't know why I was told that and again after talking with another supervisor in another area who handles the corrections (*****) to put in the form again and it would be solved. June 10. 2025, again saw that nothing was done and called back. I called VIA and got a (***) **** **** who at first said I was lying that no one would tell me to call and that its against the rules. She then said that my coverage wasn't all the way back until 2018, told her I was going to get with BBB and AG to look into this and then she said oh wait I see that you are right it goes to May 2018. She said she might get ***rimanded but this was easy to correct and would write the ***ort to fix since it was above her grade. My expense period had to be the same as my allocation period. June 17, the case is worse (case #S250610-339) 2nd in 5yrs of this
Business Response
Date: 07/03/2025
We are verifying that we have received this complaint and will reach out to Mr. ********* shortly.
Initial Complaint
Date:06/05/2025
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.
I have an *** account with Via ********************** through my employer benefits. I have completed and submitted all of the required paperwork numerous times and they have refused to transfer my money to my chosen *** account provider.
Business Response
Date: 06/05/2025
We are writing to verify that we have received this message and will reach out to Mr. ******* shortly.
Initial Complaint
Date:05/19/2025
Type:Product 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 formally express my dissatisfaction with the handling of my Health Savings Account (HSA) by VIA **********************. I recently submitted a reimbursement request for dental work related to a chipped tooth. Despite providing all requested documentationincluding itemized receipts and a doctors notemy claim was denied without a clear explanation.This is extremely frustrating, especially considering that this is my own money contributed to the ***. I have maintained *** accounts for years with other providers and have never encountered such poor service or lack of transparency.I opened a help ticket and was told to create a case, which I did. However, I have yet to receive any meaningful response or justification for the partial denial. The procedure in question was not cosmetic (e.g., whitening), and if VIA Benefits deems any portion of the expense ineligible, I expect a clear and specific explanation.The lack of communication, transparency, and support is unacceptable. I request immediate clarification and resolution of this matter.
Business Response
Date: 05/20/2025
We are writing to verify that we have received this complaint and will reach to Mr. ******* shortly.
Initial Complaint
Date:05/08/2025
Type:Product 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.
VIA was subcontracted by my former employer to distribute retiree Medicare reimbursement. VIA appears fraudulent. When evaluating Medicare advantage options, VIA reported $28k for metformin annually when it's generally a no copay generic. I signed up to continue my Blue Cross Blue Shield (BCBS) medicare advantage policy. VIA's system can't deal with continuing a policy, so VIA required me to contact BCBS to continue which I did using the VIA Rep name and number that VIA provided. VIA acknowledged that I continued the policy correctly when they properly reimbused for three months. In April 2025 VIA admitted that they deleted the valid insurance continuance of BCBS. VIA tried to blame me and provided the same VIA Rep name but a six digit VIA rep number which BCBS reports is NOT valid. Now VIA is demanding refund of CNS payments paid before VIA deleted valid BCBS customer data. Meanwhile, VIA is collecting my former employer's payments while VIA stalls to correct their system bungling.
Business Response
Date: 05/12/2025
We are writing to confirm that we have received this message and will reach to Mr. **** *******.
Customer Answer
Date: 05/12/2025

Complaint: ********

I am rejecting this response because: as is Vias history and custom, via fails to address any part of my complaint. Via has even escalated vias failure to properly process my Medicare coverage and reimbursement by now demanding that I reimburse via for three months that via DID correctly process my Medicare coverage reimbursement.

Via is now approximately two months failing to fix Vias bungled records. Meanwhile Via has collected an additional two months of reimbursement fees $300 from my former employer.

Sincerely,

**** ****
Business Response
Date: 05/22/2025
We have been in direct contact with Mr. **** and confirmed that his issue has been resolved to his satisfaction. His reimbursement is in place, the overpayment concern has been addressed, and his funding status is current.
Customer Answer
Date: 05/26/2025

Complaint: 23305694

I am rejecting this response because:
*** is overly generous in their conclusion. The via *** described to ignore ***s demand letter for ***ayment resulting from ***s deletion of valid customer data. However the via *** refused to provide his direction in writing. I received a 3 page *** statement that appeared to show my ***ayment of legitimate former employer payments, which did NOT happen and *** payments through Dec 2025, which is certainly NOT true. The one thing *** did do correctly was to forward me the two months of former employer payments which *** attempted to confiscate for all the retires that ignored ***s false and misleading info and choose ********** Blue shield as their insurer.
Sincerely,

**** ****
Business Response
Date: 05/29/2025
We have been in direct contact with Mr. **** and have provided him with a clear explanation of his situation, as well as the steps that have been taken to support him. Additionally, he has been given a method of direct communication with our team should he have any further questions or concerns. We remain available to assist him and encourage him to reach out to us directly if any additional issues arise.
Customer Answer
Date: 05/30/2025

Complaint: 23305694

I am rejecting this response because: as appears to be Via's history and custom, Via insists only on telephone conversations. Declining to put those same Via ***** ********** in writing, is consistent with many other disreputable vendors. Via's oral ********** are worth the paper that they're written on.

Sincerely,

**** ****
Business Response
Date: 06/03/2025
This complaint has been addressed and resolved. We would like to request that BBB consider closing this complaint, thank you.
Customer Answer
Date: 06/06/2025

Complaint: 23305694

I am rejecting this response because: not only has Via NOT resolved their issues, I just received a VIA letter that VIA has reopened their March 2025 payment. VIA claims about an $86 ******** charge, when the real amount is more like $286. VIA also intends to reimburse only $68 of the grossly understated ******** payment. My former employer paid VIA $150 for March reimbursement. As previously stated VIA is a highly suspect scam business skimming ******** subsidies from retirees.

Sincerely,

**** ****
Initial Complaint
Date:04/22/2025
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 have an FSA account with VIA Benefits through my employer so money is being taken out of my bi-weekly paycheck. I am currently a cancer patient in active treatment so my expenses have increased since my diagnosis in 2023. I decided to get an FSA account so that I will always be able to pay my co-pay since I don't have extra money. Today, I went to a chemo appointment and my card was suspended but the contributions from my paycheck aren't suspended. I was unable to get my treatment and this isn't just a mild inconvenience, it's a life-threatening inconvenience and this company is only concerned about a receipt for less than $30 while still taking my money. As of 4/22/25, I have an excess of $71.48 between contributions & expenses and they are still taking money from my paycheck which I cannot use. I want any money over what I spent refunded to me and I want this service cancelled immediately.
Business Response
Date: 04/22/2025
We are writing to verify that we have received this message and will reach out to Ms. ***** shortly.
Customer Answer
Date: 04/24/2025

Complaint: ********

I am rejecting this response because: VIA Benefits lied & did not contact me.

Sincerely,

******* *****
Business Response
Date: 04/29/2025
******* ******s debit card was temporarily reactivated for two weeks, but 2024 expenses still require receipt submission to avoid future suspension. Ms. ***** was informed of this by our ERS agent on 04/24/2025, received guidance on uploading receipts, and plans to obtain them from her physician. She had no further concerns at the time. We would like to request that BBB consider closing this complaint, thank you.
Initial Complaint
Date:04/21/2025
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.
I am a 41-year retired *************** employee. We had great insurance coverage with them until now. They hired Via Benefits to work with us on our retiree medical and so far we are not the least bit impressed. My husband selected a ******** Advantage plan through their site, coverage starting February 1, 2025. He has yet to be added to the health reimbursement account section on the website so we started calling in February to inquire. After waiting 3 weeks for a response we spoke with someone who escalated the case and assigned a case number for us. Shortly after that we received a call from ****** on the escalation team saying that she would be our contact going forward. Although she as been calling us once a week (3/28, 4/4, 4/11 and 4/18), each time she has called she has had no new information for us. Cannot provide any information as to what is going on. Two months and still no answers. Contacting my former employer is a dead end as they just refer us back to Via Benefits. Why cant Via Benefits communicate with *************** to set up the health reimbursement plan for my spouse that was promised to us?
Business Response
Date: 04/22/2025
We are writing to verify that we have received this message and will reach out to Ms. ********* shortly.
Initial Complaint
Date:04/21/2025
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.
I have a HRA account through VIA Benefits on 4-14-2025 i was denied payment on a reimbursement of $90.00 because reason for service was not on the the document i understand that issue but the issues i have is i have been reimbursed for many items that did not have service details in the past for and VIA will not tell me the reason why they reimburse some items and not others, won't say what reimbursements are treated in certain ways, it makes it difficult to to guess what reimbursements to submit just wanted to get something from VIA to clear this issue
Business Response
Date: 04/22/2025
We are verifying that we have received this message and will reach out to Mr. ****** shortly.
Customer Answer
Date: 04/22/2025

Complaint: ********

I am rejecting this response because:

I cannot see what VIA response is

Sincerely,

****** *******
Business Response
Date: 04/29/2025
Mr. ******* was contacted regarding his BBB complaint and the denied claim. He expressed frustration and stated he is waiting for the Explanation of Benefits (EOB) to support his case. Although we offered to assist by contacting the billing office with him, he declined and made it clear he will not withdraw his complaint. We clarified that our intent is to help resolve the issue, not to ask him to rescind the complaint. Mr. ******* remains uninterested in assistance for now, and we will follow up weekly until the claim is resolved.
Customer Answer
Date: 04/30/2025

Complaint: ********

I am rejecting this response because:

All VIA wants to is make themselves look good all i want to know why they denied this claim, i have sent many in over the years which were not denied to different doctors and medical services if this reimbursment was not done correctly many in the past were done wrong not suppling a service detail and should have been denied I'm still trying to figure out past ones were not denied

Sincerely,

****** *******
Business Response
Date: 05/13/2025
Our team has made multiple outreach efforts to Mr. ******* to resolve his denied claim. Most recently, on May 12, 2025, we spoke directly with him and offered assistance in obtaining the necessary documentation from the billing provider. Mr. ******* declined our help and requested that we close the inquiry, stating he will wait for the Explanation of Benefits (EOB) and resubmit the claim himself at a later date. He was also advised that he can contact us directly should he wish to proceed with assistance.

To clarify, the original $90 claim was denied due to insufficient documentationthe receipt provided did not include the dates of service or a description of the services rendered. These are standard and required elements for reimbursement under IRS guidelines for HRA-eligible expenses. Mr. ******* was advised multiple times of these requirements and the steps needed to rectify the issue.

While we remain available and willing to assist Mr. ******** he has chosen not to engage further at this time. As such, we respectfully request that the BBB update the status of this complaint to reflect that we have fulfilled our obligations and continue to act in good faith.
Thank you for your time and consideration.
Customer Answer
Date: 05/13/2025

Complaint: 23230545

I am rejecting this response because:
I understand the tax laws my issue is that they approved reimbursment requsts in the past without having service details as i stated in my original complaint they only want to deal with this one incident which is good i was told that an eob is proper doccmentation i decided to wait for it and resummit and i was told thay would be fine, as i said in the past they just want themselves to look good
Sincerely,

****** *******
Initial Complaint
Date:04/14/2025
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.
Covered reimbursement request denied 3 times, all documents required have been submitted.
Business Response
Date: 04/29/2025
We are writing to verify that we have received this message and will reach out to Ms. ****** ********
Initial Complaint
Date:03/10/2025
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.
Via benefits will not let me access my *** account. I can't log in and none of their customer service numbers work. I can't find an email to contact either. They sent me a postcard that said I do still have an account with them but there is no way to access my money. I believe this amounts to grand theft due to the amount left in my account if they do not let me access it.
Business Response
Date: 03/25/2025
We have received this complaint and will reach out to Ms. ***** shortly.

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Via Benefits Insurance Services, LLC is NOT a BBB Accredited Business.