The worst company to deal with! They've had my COBRA election forms for over two weeks now and they still aren't processed. I'd like to be able to login in make my premium payment but I can't because my portal hasn't been activated. The customer service personnel are clueless; it's obvious they're just reading from a script. No effort to determine what the problem is and fix it. And the supervisor that I finally spoke with (after repeated attempts) was no better. It's like talking to a brick wall. This is the worst customer service that I've experienced in a long time. Wow - wonder how they stay in business. This also says a lot about companies who hire Discovery Benefits to administer their benefits. I suspect that most are just looking for the cheapest alternative and couldn't care less about the service levels. Shame on them. read more

I just got off a call with "customer service" in response to an email that they could not process my claim request for over $2,400 in childcare expenses. The reason I was given was that my account was closed. I was never notified in writing or otherwise about this. I separated from my company at the end of May 2019 and made efforts to contact DBI over the summer and fall to get claims reimbursement. I told each contact my situation and employment status. NONE of this information was entered in their systems and that can't even see what I called about. Each representative I spoke with said that I had until December 31st to file a claim. They now say that I had 90 days after company separation to file a claim. This is negligence to the extreme. MISINFORMATION and NO RECORD on the administrator side to back my claim. I guess I am going to have to start recording companies to keep them honest. You are going to hurt the whole industry because I will never trust another FSA provider again after this. Should have done my homework instead of trusting my employer's judgement on selecting a provider. Never again. read more

If i could give this place zero stars i would. My place of employment switched to these people idk why but worst mistake ever i put $1,100 on my fsa account and they only approved two of my claims. I just had my wisdom teeth pulled $262.80 put it on my card provided the reciept which showed everything i had done and still got denied. Im throwing away $1,000 because im just tired of the hassle with this company they left such a bad taste in my mouth that ill never enroll in a fsa account again in fear of this happening again. read more

This company is hard to work with and hard to get help from. I cant even log in to my account, they block my account like every month. Ridiculous!!!!!!!!!!!!!!!! read more

I would not even give one star. It took over 70 minutes times three people to resolve that I owe $17.08. Keep in mind the checks have been cashed -- couldn't a letter be sent by the push of a button stating the shortage -- NOOOOOO!! It took over 3 hours to resolve. Imagine the billable rate and what that cost to re-coup ..and the representative could not take a credit card to resolve the matter!! UNBELIEVABLE! The representative was very helpful - but in most cases if it takes this long to resolve would it not be an astute business practice to say - we will write this off as we have taken up you and your husband's time. All because we did not receive a letter supposedly mailed - and because I have two types of insurance (Med - Dental/Vision) and accounts were not posted correctly - I had to use 140 minutes of my time to correct their issues. Unbelievable. You don't need an MBA to know this company has major internal issues. I just wonder how many times customers must put up with their issues and burn their time fixing problems. Other numerous issues to lengthy to post. read more

I just want to open with if I could give this company zero stars I would. This company is a joke. I am 6 months pregnant and I provide receipts for all my expenses and somehow my account had a block on it because this company said that my provider charged me twice and they didn't. Everything was itemized. Even provided my explanation of benefits from my insurance. I will never use this company again. I can't wait up to use up the rest of my FSA so I don't have to deal with this company. If they let me use it. They can not do simple math. Signed a stressed and pregnant mom to be.. read more

Customer service, including supervisors, are not helpful at all. They keep repeating it is an IRS requirement to have detailed medical receipts which, in my case, would provide confidential medical information protected by HIPPA. They say they have to make sure it's allowable medical expenses even when the receipt is from Quest Labs which is obviously medical. They also insisted it didn't have the date even though it was clearly stated on the receipt. It's incredible I am having such a hard time getting my own money back! read more

I have been requesting a new FSA card since September and I have yet to receive it in the mail. Everytime I call customer service they verify my address, tells me it takes 10 business days and that it comes in a white blank envelope. They ask me if I accidentally threw it out. My response the past several times is that I'm expecting the card and I check all of my mail and I haven't received the card. They tell me it should be at my address and it is not. I never have problems receiving mail at my apartment but for some reason Discovery Benefits is having issues. This is now the 5th or 6th time they are supposedly sending me a new card and telling me it will take a full two weeks. They can't even expedite the card which who knows why considering this is Discovery's issue. Customer Service is not helpful at all and their needs to be a better process. read more

Horrible! Unlike any flex spending account I've had in my 20+ years in the workforce. Constant debit card suspensions (without notice or valid reason) claim denials (for covered services), scanning and uploading receipts whether benefits card is used or not and an overall headache. Praying my employer changes companies. read more

This is our first year with discovery and it's a nightmare! They want a receipt for going to the doctor or the dentist or getting bloodwork. Then when you send the receipt then it doesn't give enough detail. They want me to call my insurance and ask them for an itemized receipt. It's my money! I just want to be able to pay for my medical assessments and not go through all of this. read more

Absolutley the worst. Constantly asking for documentation . i go to Quest get bloodwork give them my benefits card they swipe my card . Go to Quest if you want documentation! Always use explanation of IRS auditing. Wish my company would drop them. read more

Horrible company it takes 3 weeks to process one payment!!!!! Customer service representatives are absolutely incompetent with processing your paperwork for dependent flex spending account. You literally have to fight for reimbursement of your own money. Please don't be fooled stay away from this company!!! 0 stars read more

The process they use sucks. They requested receipts which were sent in. The receipt was from a doctors office which include vitamins and supplements and obviously since they were brought from the doctor they were needed. However they required a prescription which I provided for ALL 3 of the supplements. The next day I received a letter for denial for ONE of the 3 supplements that was on the prescription. How can they approve 2 of them but deny 1. Immediately they suspended my account without allowing me any time to review the denial or even if it was an error to repay the card. After reviewing with a customer service rep they acknowledged a mistake was made however I have to wait 2 - 3 days for them to reprocess the claim and in the meantime my card is still suspended. I've dealt with other companies who upon the decision of a denial they allowed a grace period to allow you to either repay the amount or dispute the denial without impacting the customer. This company does not care. They feel any decision made by them is correct and they don't make mistakes. Even if a honest mistake was made they will put a hold on your balance which may be up to $2,000 and any medical procedures that you have or prescriptions that you are in need of is denied. Oh let's not forget they will suspend the suspension until midnight on the day you call so you can call back every day and request such. Well if they didn't make a mistake first of all that would not be necessary. Second of all if they were willing to accept the fact that mistakes are possible on either end that would make more sense. They do not care about how they impact you. No company or business should ever use this company. read more

I will never ever work with this company again. I have worked with other cafeteria flex companies for over 15 years and never had such a horrible experience trying to submit two! receipts for dental services. STAY AWAY!!!! read more

DO NOT RECOMEND AT ALL! They will charge you fees for every little thing they can. My employer decided to switch our HSA administrator and THE DAY after we switched (Aug 1), I was charged a $2.50 fee even though I just made a deposit the day prior (July 30). I didn't even get a chance to take my money out before the fee was charged. I called and complained and was told I needed to talk to my employer about it. So I did and it took some time for my employer to figure out what they could do. Towards the end of the month, my employer suggested that I close the account for now but Discovery Benefits charges a $25 fee to close the account! So I submitted the form to close the account on Aug 31st. And I was just charged another $2.50 on Sept 1 even thought I closed the account on Aug 31st. I called Discovery and complained because I submitted my claim by the 31st but their response was that it takes a few days to process and that there was nothing they could do about the $2.50 fee. WHAT A LOAD OF BS. You are telling me you can't reverse a $2.50 fee?? I am not even asking for a lot. So beyond frustrated that I have to pay $30 in total when this wasn't my decision. They should charge these fees to my employer not me. Clearly Discovery is just like any other typical insurance company that will nickel and dime you for anything they can and as I have seen in the other reviews, try to get out of paying any expense they can. read more

If this is the company running your flexible spending card, I am so sorry. We are no longer going to do a flexible spending account thru my husband's job because they use DB. They are totally ridiculous with how much you have to go thru to prove your charges are legitimate. But the worst is turning off your card in the meantime. That is our money we are using. Other companies do not so this. They got one star because the app forced me to. read more

First, let me just say that anyone who would think about taking Discovery Benefits FSA Card from their employer would be nuts to do so. This is the most inconvenient FSA plan I have ever been on. The restrictions on spending I get, however they want a "receipt" or EOB from my health care provider for virtually every dime we spend? There is truly no customer service, they demand re-payment if you happen to over pay a provider for service only to find out your insurance provider paid a few dollars more to the doctor or hospital then what we paid them upfront, so Discovery wants the difference back in the form of a check only? Imagine paying your own account back or they shut off your account...They Suck. Don't use them if you can avoid them. read more

Discovery Benefits has to to be the worst HSA/FSA card offered. A receipt is never enough's now it's the EOB is needed too. If I get a filing which is clearly stated on the receipt the expectation is that I have coinsurance. In addition to that every swipe should not require proof. I'm swiping at the dentist or physicians office yet you all require every swipes receipt!! Its time consuming, frustrating, and hassling. I've had UHC HSA card, Cigna HSA card, and the one through Optium Bank. They all worked great no hassle, no inconvenience, no unnecessary request. Its unfortunate Discovery is the option my employer has!! If I could give negative stars I would. read more

Discovery Benefits administers my former employer's COBRA plan. I enrolled in COBRA in July 2018, at which time I elected automatic payments on my account. After noticing that February's payment was not deducted from my bank account, I logged into Discovery's portal to find that my account has been terminated and I am now unable to make a manual payment on my account. I was never notified via email, mail, or phone that my automatic payment was not processed, nor was I notified that my medical and dental benefits have been terminated. I called them and asked to check, they mentioned that account has been terminated because of non payment. My auto debit did pay the amount but the increased amount in dental plan was due. Now they are saying that, they can not do anything about it. How can you terminate an account without letting customers know. Atleast call them or email them which is a way to connect to the customers. Pathetic company and very rude customer care service. Is there a way to give them -ve points? read more

I can't even give this company 1 star. If they had negative numbers to rate that would be it. They don't give you all the information you need, so you end up getting terminated because of the lack of information. I had been going along believing I was covered for everything because of having auto withdrawals. My husband recently retired and he has Medicare for health and I am on Cobra for health through Discovery and we had signed up for both of us to have vision and dental through Discovery, only to find out that was terminated. So, basically we were misinformed and not told we had to set up a separate auto withdrawal for the vision and dental. Too bad, can't be reinstated once terminated even though it really was not the fault of our own! Actually had to give at least 1 star to submit. read more

Absolutely terrible. While working with them to receive benefits via a COBRA plan, every time that I needed to use them, there was an issue with coverage being active despite me paying with auto-payments and always being up to date. Fast forward to payments being covered via American Rescue Plan starting in April 2021 and no one could give me any information for several months about how to submit for reimbursement other than, look out for a letter communication from us. Then after 90 days and multiple calls they say to me oh here's the form, it was already due for you to have coverage reimbursed though. I ask several people if I'll have an issue with it being submitted since I was given a previously dated letter the fact, and was told no problem. Now months later, no reimbursement has been made and they want me to file an appeal via snail mail with no system for tracking its receipt and next steps. Absolutely terrible, I'd give them a negative rating if I could. Customer service agents, useless. Claims department, useless. Appeals department, TBD but the bar couldn't be any lower. Will not be surprised if I need to get lawyers involved to receive reimbursement. read more

I've had minimal dealings with this company since I'm only interacting with them for short term COBRA benefits (4 weeks). I called once to ask about pro-rated payment since I'm going back to work on February 7th and they sent me a bill for the entire month. The CSR was completely unable or unwilling to answer my question and supposedly opened a case to investigate further. Really? Seems like a pretty simple question to me. They also charge you a $20 "convenience fee" to pay online! I can't believe the gall. Due to that alone, I would never voluntarily do business with this company. I'm forced to because of my employer. read more

I totally agree with all of the negative comments. This is by far the worst company I've ever had to deal with. Every time I have to go to the doctors office I cringe because Discovery Benefits will deny just about every claim you make. They deny legitmate claims over and over and will do whatever they can to deny or keep your money or make you pay them back. I've never seen anything like it and will be filing a formal complaint against the company. I will also be recommending that my company stop using them all together. I've provided all current receipts provided by doctor and they still keep denying. I even had the doctor write to them on my behalf and they still deny. This company should be shut down. read more

Horrible company. First, the make you send in a receipt for every charge - even monthly recurring charges that are valid. Every. single. time. Second, they deny valid claims and make you resubmit them over and over again. What is the point of the debit card?? You make me submit a receipt and then deny the claim? It's a receipt from a dentist... what is wrong with you? read more

No thanks on having anyone reach out to me. They are all the same canned responses with no real action done.

I thought I was alone in the frustrations with this account. Prior benefit providers had been much better. The folks working customer service have all been great in my opinion. The problem with the company seems to be that they rely on reaping benefits off employees rather than providing them. Does your company keep any portion of funds forfeited due to declined claims? I may be cynical, but compared to other providers there seem to be a lot of barriers to getting your claims covered. Again, I appreciate the customer service employees working there as they have been very professional considering what they have to work with from all sides. read more

Too bad I cannot give them a negative rating. I have had trouble in the past of them paying for HSA items that are simple to cover like glasses. NOW, Since our company is switching to a different Group to cover HSA's they have suspended the company's account and can pay no benefits "at this time". They are holding my money hostage because the people I work for are switching to another company. To top this off I was told ,"they do not know when my funds will be available" to use. I have saved this money for a year to use in this situation and now it is "not available". Avoid these people. One bright spot was Emma who tried to help me out only to be shut down and pushed out of the way by a supervisor. PART 2: I have sent information to the person below and NO CONTACT!! I talked with my "provider" and they have sent in the money on June 20th and talked with the company to no avail. So my provider wired money to Discovery to cover our people using THEIR BENEFITS (our money) and Discovery has "no record" of our wired money and I am STILL UNABLE TO RECEIVE or USE MY MONEY! Stay as far away from these people as possible. Obviously they are incapable of doing their jobs!!!! PART 3: It has now been over 24 hours since the group I work for has wired money AGAIN to allow us to use OUR MONEY and Discovery still has "no record of the money on their end". OF course not!!! Mary O. who commented below has STILL NOT CONTACTED ME and probably never will. "Can I be contacted when the money is available?" My answer was of course was a "We do not do that". My apologies to Kia for ranting at her when the higher ups (who won't talk to me) fail continually to get thing done. IF I haven't said it before I will say it again STAY AWAY FROM THIS COMPANY!! read more

STAY AWAY!! This company doesn't know anything about their software which has so many bugs in it!! I've been on hold for over 30 minutes and the support team can't answer a simple question of mine! HORRIBLE company! read more

If I could 0 stars I would. This company is a complete joke! No one knows anything, supervisors are never available, and everyone clearly works from home. I have been trying to verify my identity since October it gets approved then another hold mysteriously is placed back on my account. I haven't been able to get medical care since they cant verify my identity. I'm to the point to having my lawyer investigate this company read more

I will never recommend Discovery Benefits WEX to anyone and will steer away from business that use them as a middle-man for their health insurance. I paid over $300 for post employment health coverage for nothing. I tried multiple times to use the "coverage" I had been paying for for an eye exam for my son. Every time we went to set up an appointment, every optometrist office told us we had no insurance. Every time I called, they said "you're paid up and we'll push another quick update so that you'll have coverage." Never worked. Called Anthem and they said they had never received anything from DB on our behalf. So WEX Discovery Benefits had stolen my money. Furthermore, upon deciding to cancel my coverage, they keep sending me letters saying I have to say the end date is the end of the month so that they do not have to refund me any money. No where in any of my paperwork or "contract"'does it state this. I'm completely fed up with this garbage of a company. read more

I would advise that no organization should choose Discovery to offer benefits to their employees. I have never received such poor customer service from any organization. E-mails take days to respond to and phone calls result in confusion and frustration. I'm not sure how Discovery Benefits stays in business; the company seems completely mismanaged and almost like a scam to take your money. Long story short, it was so difficult to get login information reset that we almost missed the 2018 FSA claim deadline. I ended up e-mailing receipts before the deadline but they cannot find them although I just forwarded them again, and they insist it will take hours to research the issue. This is after two weeks of ignoring my e-mails, and they only agreed to research the issue after I mentioned legal action because they are trying to keep our $1700. I am so glad my husband did not participate in their benefits programs in 2019. read more

Worst customer service for answering a call. I tried contacting yesterday but hung up after half an hour. Tried today, twice hung up after half an hour, 1 was after 40 minutes. On hold again, see how long I can hold out. I've contacted customer service before, this is normal for them. I'm changing insurance companies shortly, best part is I won't have to deal with Discovery customer service. read more

DO NOT, I repeat DO NOT associate yourself with this company, all these negative reviews are 100% correct, thank god the company I work for has switched over to a different benefits company. read more

If you are considering DB to handle benefits for your company run away. I have had FSA accounts for many years with no issues. I started a new job that uses DB to handle FSA and every single claim that I have submitted/receipts, using the card, they have denied and requested more information. I had vein work done and they accepted one receipt as proof then insisted the same receipt for the same procedure on another day was not enough. I switched to using the debit card because they said that was a smoother process and guess what... nope, difficult is just company policy. I don't know what will happen to the rest of the money that I have in this account but they have consumed much more of my work time then makes the tax break worth it. There are other companies out there that do benefit management and are much more customer oriented. read more

They ask for submitting receipts for almost every process even the copay receipt from John Hopkins hospital.

So disappointed with the lack of customer service from DB. They quickly cashed my Cobra check, but would not help me get my coverage activated with United Healthcare (even though I stated I had critical PT visits scheduled post surgery). United said they had not received my Cobra election and someone from DB needed to call their eligibility department and request an expedited activation. The rep at Discovery said they don't make out bounds calls - even in urgent situations. They would send something electronically and it would take several days. Wow!!! Employers need to know what they are putting their employees through by using Discovery Benefits. There are better administrators out there who provide better service. read more

I had no problems with this company through the years. However, 2019 has been a nightmare. I've turned in documentation multiple times from the dentist and physician, and it's never good enough. My dentist office was upset because they don't know what else to send these people. I offered to just pay the company, and I was told check only. I don't even own checks anymore. This will be my last year dealing with this company. read more

Doesn't allow testamentary trust to be a beneficiary because it is policy. Only took a combine total 53 minutes, mostly on hold, to figure that out. Apparently their customer's estate planning is of no concern to them. read more

I only rated 1 star because I had to. Agree with most of the other comments in the reviews. They are full of excuses and finger pointing leaving me in the middle. They rarely answer their phones and don't respond to email. If you are a plan administrator, please find a different company because the end-user customer service doesn't exist here. read more

They really suck. I'm writing this review because I need to log in to see my current FSA balance and their website is down. Not the first time it has happened. Participant portal sucks to navigate, information is unclear and/or missing and/or not where you expect it to be. They need me to upload receipt jpgs for everything even though the payee is obviously a doctor and purchase amounts seem too small and infrequent to be worth pursuing from a fraud/tax-dodge perspective. Just makes me feel like I'm being nannied, an extra useless step for me to access my own funds. Crappy communication too. read more