Complaints

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

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  Navia Benefit Solutions

  600 Naches Ave SW Renton, WA 98057

  
• 

  BusinessPlans, Inc. A Division of Navia

  101 Tyler Way Moraine, OH 45439

  
• 

  Navia Benefit Solutions

  6363 College Boulevard Ste. 120 Overland Park, KS 66211

  
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  Navia Benefit Solutions, Inc

  4925 Greenville Ave STE 1300 Dallas, TX 75206

  
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  Navia Benefit Solutions, Inc.

  612 S Park St Kalamazoo, MI 49007

  

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:01/27/2025

  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.

  I have reached out 6 times to get assistance with a daycare benefit that I signed up from through my employer. Unfortunately in all 6 calls I have not gotten the correct information that will allowed me to use the benefits that Im paying into. I reached out to have this escalated and a call back. I have yet to receive a call back and called back myself three days later in which another customer service associate gave me additional information that was different as well. My issue is Im paying into a benefit that I have not been able to use, wasting money and still no retuned call from someone in charge.

  

  Business Response

  Date: 01/27/2025

  Hello Zenique, 

  We're sorry to hear you've had a hard time being able to use your ******** FSA benefit. I have forwarded your complaint to our management team. They will be reaching out to you directly to work towards a resolution.

  Sincerely, 

  ***** **** - Navia Benefit Solutions

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22861853
  
  I am rejecting this response because:
  Im afraid I will not receive any assistance leaving me unable to use my benefit. Id rather wait til I can actually use my benefit without issues or obstacles. 
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 02/06/2025

  Hello Zenique,

  A Navia representative reached out to you on January 28th and have since sent them all of your claims. The representative then processed all of your claims. They also asked for you to reach out to them directly if you had any additional issues. According to our records your complaint has been resolved completely. 

   

  Navia Benefit Solutions

• Initial Complaint

  Date:01/10/2025

  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.

  Navia handles the flexcare cards for my wife's employer. When we were going over our charges, we noticed two charges that were fraudulent; both made on the same day (11-14-2024) same amount ($365.89) same merchant (***********). When I called to dispute these charges, I was sent the dispute paperwork, which I filled out, scanned and sent back to Navia customer service. Their response was that, for expediency, it would be better to file the dispute through their website. I filled out electronic forms for each disputed charge. Forms were rejected several times, the most common reason being that I "hadn't signed the forms". I have copies of the dispute forms showing I most definitely had signed the forms. Finally, one of the forms was accepted, apparently because I listed my wife as the main account holder (even though the form specifically said that was not necessary if I, the cardholder was over the age of 18, which I am by decades. The other dispute form was rejected because payment had been made. I have no way of knowing which charge was paid because both charges are still on my account statement, as is the one reimbursement. Currently, I am waiting to hear back on the charge that was not reimbursed. Because this was fraudulent activity, Navia cancelled my previous card and sent me a new one. I tried to activate it today, and was told my information I gave the automatic system did not match the information they had. I know my wife's date of birth, so I don't think it's that. I would call Navia, but their customer service line has had me on hold for over an hour, playing about 10 seconds of background music and endlessly repeating how much wait time I have. It is so irritating I have serious doubts that they actually want to answer and. In summary, they still owe our account $365.89 and I will be needing a card that actually can be activated. I am attaching one of the dispute forms with my signature, which they had rejected due to my not signing it.

  

  Business Response

  Date: 01/13/2025

  Hello *******,

  We're so sorry to hear that you've had some fraudulent charges on your Navia Benefits debit card. I have forwarded your complaint to our management team. They will be reaching out to you directly to work towards a resolution. 

  Sincerely,

  Navia Benefit Solutions

  Customer Answer

  Date: 01/14/2025

   
  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:01/03/2025

  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.

  Their website is not accepting claims and ***** since before 12/30. Ive tried calling, the que for call backs is full and the wait time is hours. I got ahold of someone and her headset wasnt working. I submitted a claim using their email and they denied it but couldnt be specific about why. This company benefits when funds arent claimed and theyre intentionally denying legitimate claims to keep money in accounts.

  

  Business Response

  Date: 01/13/2025

  Hi *********,

  We are sorry you've had issues issuing claims via our portal. I have forwarded your complaint to our management team. They will reach out to you directly to work towards a resolution.

  Sincerely, 

  Navia Benefit Solutions

• Initial Complaint

  Date:01/01/2025

  Type:Service or Repair 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.

  Dear Better Business Bureau,I am filing a formal complaint against Navia Benefits, the administrator of my Limited Purpose FSA, due to their repeated improper denial of my several valid reimbursement claims. Despite providing all required documentation and detailed explanations, Navia has rejected my claims with irrelevant and inaccurate justifications.Details:1.I submitted claims for reimbursement of OTC eye drops, clearly eligible under my Limited Purpose FSA, including itemized receipts from ****** and detailed comments specifying the reimbursable item and amount ($115.96 for example).2.Navia repeatedly rejected my several OTC eye drop claims, citing reasons such as not enough information, despite the receipts and explanations provided.3.Reviewers provided erroneous reasons for rejection, such as claiming I attempted to reimburse non-FSA-eligible items like pineapple, which was clearly not part of the claim.4.On another occasion, they incorrectly stated I requested $200, while my actual claim was for $115.96.Concerns:These errors suggest that Navias reviewers are not adequately examining the submitted claims or supporting documents. My attempts to resolve the issue through customer service have been met with dismissive responses, causing unnecessary delays and frustration.Requested Resolution:1.Reassign a qualified reviewer to process my claims accurately.2.Provide reimbursement for my valid claim of $115.96 and other 4 claims for OTC eye drop from ****** 3.Improve training for claims processors to prevent future errors.Navias mishandling of this straightforward claim has caused undue stress and wasted time. I request BBBs assistance in resolving this matter and holding Navia accountable for their poor claims processing.Thank you for your attention. Please let me know if further information or documentation is needed.Sincerely

  

  Business Response

  Date: 01/02/2025

  Hello Yi, 

  We completely understand how frustrating it is when your claims are being denied. I have forwarded your complaint to our management team and they will be reaching out to directly to work towards a resolution. We appreciate your honest feedback and suggestions on training - you make great points there. We take feedback seriously and are constantly adjusting our service to create a better customer experience with **********************. 

  Sincerely,

  Navia Benefit Solutions

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22755030
  
  I am rejecting this response because:
  
  Navias misconduct has persisted despite my prior complaint. As of the evening of January 2nd, a while after my initial complaint was filed, I received yet another unjustified reimbursement rejection. In my submission, I clearly specified the item being reimbursed and explicitly stated, NOT ANY GIFTCARD, yet the reviewer dismissed it outright, citing ineligibility due to being a gift card, without any proper review.
  
  Navias pattern of inappropriate behavior remains ongoing, with no apparent improvement even after intervention from the Better Business Bureau (BBB).
  
  ** ***

  

  Business Response

  Date: 01/13/2025

  Hello *** ***,

  According to our management team, they spoke with you on 1/2/2025 saying that your claims were correct and that we were going to reprocess them. You were also sent a confirmation email that they were going to be reprocessed. Have they not been reprocessed?

  Customer Answer

  Date: 01/13/2025

   
  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:12/16/2024

  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.

  On October 21, 2024, I setup autopay on Navia Benefits web platform to automatically pay for our COBRA health insurance plan. Their system failed to register the autopay configuration unbeknownst to me and Navia never sent payment to ********** Blue Shield of California, our insurance provider. Because of this Blue Shield has canceled the insurance plan.I have contacted Navia to discuss the matter and they are refusing to admit a mistake on their side. Their representative sent me to call Blue Shield to resolve the issue, however Blue Shield itself told me this is for Navia to resolve directly and that they should have never had me call Blue Shield. All Navia has to do is accept an issue on their side, and process the payments so the insurance is reinstated.Navia is refusing to address the issue on their system and the impact it is having on our family. Instead they are trying to offload the issue to another company. We are without health insurance because of their mistake. They are claiming they would have sent us a warning about the non-payment; unfortunately we have an infant and my wife was recovering from an heart attack during this time.

  

  Business Response

  Date: 12/16/2024

  Dear *****,

  We're sorry to hear you've had such an ordeal with getting your insurance coverage. We understand how stressful it is to not have insurance coverage. I have sent your complaint to our management team. They will be reaching out to you directly to works towards a resolution.

  Kindly,

  ***** **** - Navia Benefit Solutions

• Initial Complaint

  Date:11/06/2024

  Type:Order 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 elect to contribute a reasonable amount of FSA dollars per paycheck to cover legitimate, eligible medical expenses. Despite submitting the required documentation for every claim, the company nearly always denies claims accompanied with a letter of medical necessity from a licensed, knowledgeable health care provider. This happens nearly every time I submit a claim, frequently for new and unadverised requirements that the denial letters assert I have not met. Most recently, they approved an expense from one month just to deny subsequent expenses of the same category with the same letter of medical necessity based upon rules that appear in no readily-accessible area of their website. They functionally introduce new and seemingly arbitrary forms not specified in their terms and conditions. It takes a copious amount of time to curate, tag, upload, describe, and submit documentation for claims associated with legitimate medical expenses. This company wastes all that effort when denying claims without just cause - as a denial requires the claimant to begin all over again to support the reimbursement of their own income. These questionable business practices suggest a motivation to deny claims in an effort to keep money beyond deadlines for claimants. Thus, these questionable business practices increase the likelihood of a claimant surrendering their income based upon failure to adhere to hidden, if not completey arbitrary or unwritten, rules for claims. If the company benefits from those surrendered funds, then they are operating under a conflict of interest that they are exploiting to reduce reimbursement of funds expended for legitimate, eligible medical care.

  

  Business Response

  Date: 11/06/2024

  Hello ****,

  We understand how frustrating it is to have to substantiate claims with additional documentation. We strive to make using *** funds easy, and unfortunately, this has not been the case for you. I have forwarded your complaint to our management team and they will be reaching out to you directly to work towards a resolution. 

  Best Regards,

  ***** **** - Navia Benefit Solutions

• Initial Complaint

  Date:11/02/2024

  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.

  Since June 1, Ive been paying Navia over $1500/month for *************** and have had no insurance coverage. I see multiple complaints on **** with other experiencing the same thing! ts time for someone at Navia to take accountability. **** informed me that the received a submission from Navia to reinstate my insurance and then with 24 hours later rec. a request to cancel my insurance. That is very suspicious. I still have no insurance. But my payments are current with Navia. navia just keeps taking me around in circles and it's clear that something intentional and fraudulent is going on! I've been on calls non-stop since 9/1. After over an hour with **** they were able to see in their system that Navia didnt even submit my new paperwork until 10/09/2024. Then the **** system showed Navia canceled my plan on 10/10/2024. Why? I received NO COMMUNICATION from Navia on this termination. I have confirmed that **** does not have the ability to make this change, it came from navia. I have a very lengthy write up of all the people I've talked to, the tickets submitted and many emails. Too much to put here but something very FISHY is going on at Navia!

  

  Business Response

  Date: 11/05/2024

  Hello ****,

  We're sorry to hear that you've not been able to get your insurance reinstated. We understand how frustrating and stressful that can be. I have forwarded your complaint to our **************** team. They will be reaching out to you directly to work towards a resolution. 

  Sincerely,

  ***** **** - Navia Benefit Solutions

• Initial Complaint

  Date:10/18/2024

  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.

  Navia is refusing to send a check for reimbursement that was already approved. I have called navia and was told it was approved and don't know why the check wasn't sent already. They said they would contact a supervisor to get the check sent. Then they sent me an email a few days later stating they will not send the check for approved amount because the company account is closed. They are withholding money that had already been approved. They did not send the money in a timely manner and I should get the reimbursement that they approved.

  

  Business Response

  Date: 10/22/2024

  Hello Tad,

  We're sorry to hear that you've not been reimbursed for qualified medical claims. We know how frustrating that must be. I have forwarded your complaint to our management team. They will be reaching out to you directly to work towards a resolution. 

  Best Regards,

  Navia Benefit Solutions

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22441614
  
  I am rejecting this response because:
  

  I received an email from navia stating that they have not "heard back from me about this matter so if no other assistance is needed they will close this".

  Obviously they are not correcting their wrong in any sort of way and trying to pretend I have not been actively trying to get my approved reimbursement. 

  The only solution is to pay the already approved reimbursement amount. 

  
  Sincerely,
  
  *** **********

  

  Business Response

  Date: 10/30/2024

  Hello Tad,

  On 10/28, our management team contacted you to tell you that you will be receiving the reimbursement directly from your employer. If you have not received your reimbursement, please let our manager know ASAP. 

  Thank you,

  Navia Benefit Solutions

• Initial Complaint

  Date:09/16/2024

  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 navia $1000 per month since June. I broke a tooth. I call delta dental to get an insurance card. Delta never heard of me. i have no coverage. i elected for dental, payed navia, and they didnt file with delta. i have been getting the run around to solve the issue, have no insurance i have been paying for, and now have a medical issue that i cannot get treatment for because of Navia's negligence.

  

  Business Response

  Date: 09/17/2024

  Hello *******,

  We are sorry to hear that you are having issues getting a medical bill paid with funds you believe have been paid to Navia. We understand how frustrating that is. I have forwarded your complaint to our customer service management team. They will be reaching out to you directly to assist in resolving your issue. 

  Kindly,

  ***** ****

  Navia Benefit Solutions

• Initial Complaint

  Date:08/30/2024

  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.

  Have been reaching out to Navia for over ************************************************************ access to my FSA funds. Card has not been successfully sent/ received. When I request that the card be sent with some level of tracking information to ensure it can be received, or that I am aware of delivery issues or lost mail, I am informed there is no possible way to send a card with tracking information to ensure receipt. Have been told this by at least one supervisor and multiple representatives that state they have spoken to a supervisor and they only send letters through ***** but refuse to use their options that involve tracking. Attempted to speak to another supervisor regarding this issues today, but was refused a transfer, and told I would receive a follow up call by 7:00 pm (CST) on 8.30.24, which did not occur. Due to this issues, I have not had access to any of my funds for the entirety of the 2024 year.

  

  Business Response

  Date: 09/03/2024

  Hello ********,

  We're sorry to hear that you've had issues receiving your Navia Benefits debit card. We know that is really frustrating! I have forwarded your complaint to our management team and they will be reaching out to work towards a resolution. In the meantime, you can always submit claims for reimbursement through the Navia participant portal or mobile app. 

  Sincerely,

  Navia Benefit Solutions