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Cleveland retirees deal with health insurance reimbursement issues

Posted at 10:47 PM, May 04, 2018
and last updated 2018-05-04 22:47:42-04

Some Cleveland retirees, who worked with major companies headquartered in northeast Ohio, have expressed frustration over secondary health insurance reimbursements.

James Kopp, who worked at Key Bank headquarters in Cleveland, told News 5 he and other retirees have had issues with health insurance reimbursements provided by Via Benefits.

Kopp said he's dealt with poor customer service by telephone, when trying to track down reimbursement checks totaling hundreds of dollars.

"It's been very frustrating, and my blood pressure is up over this," said Kopp.

"I want a customer service that doesn't hang up on you, and doesn't tell you that there is no one available, or puts you on hold for over 30 minutes."

Kopp said other Key Bank retirees are dealing with the same issues.

On-line complaint forums from across the country are filled with complaints about Via Benefits, and its former company OneExchange.

News 5 reached out to Via Benefits Headquarters in Utah about reimbursement check issues, but we are still waiting for a response.

Cleveland Better Business Bureau Director of Operations, Ericka DIlworth, told News 5 seniors need to be diligent and contact the Ohio Department of Insurance, when dealing with chronic insurance reimbursement problems.

  "Call back, talk somebody else, ask to speak to a supervisor," said Dilworth.  "Go up the chain as far as you need to go."

"The Ohio Department of Insurance, they do have staff on hand, that specifically deals with seniors and other people that are having those kinds of situations."

Meanwhile Kopp believes Via Benefits needs to do a better job in preparing customer service representatives.

"Their customer service people aren't fully trained," said Kopp.

"They keep changing their stories of what you need when you're on the phone."