Via Benefits Accounts Reviews

ViaBenefitsAccounts worked for me last year, for reason this year it is not. After my claim info was entered, I tried to upload images, it only uploaded 2 of the 5 images I had entered. I tried to explain this to their customer service department, it was like talking to the wall. They are saying they see the other 3 images but how can you if I DID NOT upload them? lol. If there is a problem with ViaBenefitsAccounts /system just say so & I will understand other than telling me the images are there, apparently not the correct ones. I wish you all luck with ViaBenefitsAccounts & helpless customer service department. I just entered 2 more claims & images did upload this time. So thankful I DID NOT have to call the helpless customer service department. BTW when I click on my account information/balance for this year, I get an error message “it cannot be found”.

Using iPhone 7+ / After installing and reinstalling with no success, I give up! I cannot get past the sign in screen. Said I already have account but won’t open! Tried to recover password, but won’t go there either. Kept trying to open, then tells me account is locked and to call administrator. If I can access through web portal, why not on this mobile screen? Seriously, you need better software programmers!! I even have trouble submitting claims through web on my phone and on a desktop. Attachments don’t load properly and cannot check status. This maybe the worst I’ve ever seen in account management. Waste of time, certainly a waste of my retirement company funds’ investment. How did you talk them into it? Low bid??? 😱

I had the rudest woman answer the Customer Service line, I explained that I was having difficulty hearing her and understanding her. She refused to try calling me back to try to get a clearer call and refused to transfer my call to another representative in case it was a bad connection with her line. (I am in my 40’s and a Registered Nurse so I have a fairly good education and knowledge of computer usage and communication with patients, doctors and other professionals, so I do not feel that this was something I was “unable to grasp.”
In addition she repeatedly spoke over me as I was asking for clarification about receipts. I requested for the representative to let me do the survey at the end of the call. She stated, “ I will be happy to.” I waited for 6 minutes on the line before I was hung up on. The survey never happened.
In the past I have been happy using this service.
I will never use them again after this current year. I also plan to post this in as many public media forums as possible as I feel like this representative was incredibly rude, disrespectful, dismissive and unhelpful.

ViaBenefitsAccounts offers some good information but my account seems to get locked on a regular basis. I enter in my credentials and am greeted with a very unhelpful message”account is locked. Please contact customer care.” Okay? Coooool - account is locked, how do I contact customer care? There should be a phone number and email address readily available (preferably shown within the pop up message itself). The greeting screen before logging into ViaBenefitsAccounts really is lacking any info whatsoever, by design, yes, but basic things should be available for folks who are experiencing difficulties. Maybe a simple “I” icon could be added at the top of the initial landing space that will redirect user to FAQs and info about when/ how to contact customer services. Just a thought...

Also, the password reset feature usually does not work. If I click “forgot password”, I am redirected to a page asking for some details and answers to my secret question but I cannot enter any information.

Anyways, I really do enjoy ViaBenefitsAccounts when I can access it! Unfortunately those instances are few and far between.

Via Benefits treats the mobile app differently than logging in on a computer. ViaBenefitsAccounts does not mention this up front, however. If you try to log in using the known good credentials you previously used on a computer, you will get an error message telling you the credentials were entered incorrectly or you don’t have permission to access the information. If you keep trying you will be notified that the account is locked. This is NOT true — just the mobile app is locked. The error message tells you to call to unlock it, but the phone number to do so is NOT provided in the error message. Nobody thought this through. Missing from the initial password entry field is the ‘eyeball’ icon to show the password to make sure it is typed correctly before submitting it. I had to log in on my computer to get the phone number to call about this. It was a call which lasted over 57 minutes. Via Benefits needs to go back to the drawing board with this extremely frustrating app.

I have attempted to schedule prior year contributions twice, each time the transaction submitted via ViaBenefitsAccounts has not processed. There is no audit trail of the transaction nor any notification the contributions did not process, it’s like they disappeared into thin air. I submitted a help desk ticket after the first transaction. Two days later, the help desk ticket was marked as resolved and they advised they could see that I had scheduled another contribution, but no reason was given as to why the first contribution did not process. Once again, the day after the 2nd scheduled contribution date, I see there has been no contribution to my HSA, and there is nothing showing in the activity log to indicate the transaction ever existed. It’s just gone! At a minimum there should be a confirmation in the activity log that indicates there was a problem. Who codes a financial application that way? I am now going to miss a tax deduction because of your flawed system.

I’ve been trying to upload a 2-page EOB (explanation of benefits) and it’s impossible if there’s more than one page. Same thing if I have a receipt and an EOB to attach to a claim.
When I try to upload a photo of page 1 of an EOB (or receipt) from my phone, sometimes ViaBenefitsAccounts will ask me if I have additional photos, but other times it won’t. If I say “yes” that I have additional photos, it doesn’t let me select more than one.
Sometimes, after the photo of page 1 is uploaded and I’m ready to submit the final step, ViaBenefitsAccounts will ask if there are additional photos to add, but most of the time, it won’t.
If I get to the end and try to attach page 1 of the EOB to a specific claim, the claim status changes to ‘under review’ and no additional photos of receipts or EOB’s can be added, so my documentation is incomplete and my claim will be denied.

This is the first time I’ve been annoyed enough to write a review on an app.

Not only will you NOT be able to log in to ViaBenefitsAccounts , but NO ONE will have an answer as to why or how this is occurring. Additionally, they have no real information to give you over the phone. Want your account number? Have to be able to log in. Want your balance? Have to be able to log in. Want to do anything to the account? Have to log in.

Additionally they’ll have you run through the same troubleshooting you’ve already ran thru 6-7 times, just to “make sure”. It’s probably the most infuriating process and interaction with a company I’ve ever had the displeasure of having. Trying to use an HSA to pay for something dental related and it feels like I’m trying to smuggle a nuclear arms contract through the USA.

These people are an absolute NIGHTMARE to deal with. I enrolled in my company HSA. I guess VIA is a 3rd party that manages the account. I can’t really tell what they do tbh. I keep uploading receipts and they keep denying them. They won’t reach out to my provider and seek documentation. I’m not sure what their function is. App is very remedial- almost like a child designed and built the interface? Just been a really rancid experience. Oh- and they have $2600 of your $ held hostage and you can’t cut it off until the next open enrollment. So either dance for them or watch your payroll deductions be held hostage the next 11 months. I’m going to call my HR Benefits team at UPS and see if perhaps next year we can shop around for a HSA facilitator that is more in line with UPS in terms of being customer focused. VIA has been a nightmare to deal with.

Company supports retiree medical reimbursement for former employer. Sent brochure about new app for submitting claims. Downloaded it. Would not recognize credentials, even though online did. Spent over hour on phone on hold and with rep, who finally said not all companies had switched to app, but neither she nor anyone else at company would says whether mine did. Rep said had referred for help and to try later. Several days later, ViaBenefitsAccounts still not work. Online only worked part way, then froze before letting me finish. Just did robo call to request paper forms. TERRIBLE company to do business with. Almost as if they want the retirees to die of frustration or at least give up trying to get any payments.

I am not very pleased with this account of mine thru my employer! It has been very frustrating and disappointing! When I sent stuff in they are always saying that the information doesn’t work so I don’t get refunded anything and the postage is getting expensive for no results! No one calls back and all I get is denied expenses, I have a good amount of money in this account and am trying my best at the paperwork! I have sent the paperwork my insurance gives me and your account is not working on it! I can’t understand why you don’t want me to get paid and the insurance company doesn’t understand why you’re not paying me for the reimbursements either! Poor service and expense are in my account and being held hostage by the company!

I would love to know how ViaBenefitsAccounts came to exist. The Acclaris experience was truly dismal so I had a lot of hope for the ViaBenefits rebrand and app.

I’m so confused who designed ViaBenefitsAccounts and why. It’s like the people who designed ViaBenefitsAccounts have never seen another app in their lives. Want to edit your provider details? Good luck magically figuring out the only way is to select the provider in your claim and only then will the option to edit their details reveal itself. I have 3 copies of the same provider because they moved and i couldn’t figure out how to change their address or delete and create a new provider. Now I can’t tell which is which.

Want to get reimbursed or make a payment? Don’t click on the account you want to use to make the payment obviously! /s It’s only available on the main home page.

Get confused and want to look at the help? Nope. Only option is to create a ticket.

Have more than 1 dependent being cared for? Oh well that’s not an option in the ViaBenefits world.

Please hire some UX and visual designers and user design researchers’ insights to guide a redesign. I can’t believe ViaBenefitsAccounts was made by a company who all they seem to do is make software like this! This feels like they had a extra “full stack” but really just backend dev write ViaBenefitsAccounts . It’s really bad.

They want you to submit so much rhetorical evidence and paperwork just to approve that it's a "medical usage". It's a doctors office and states "patient" and date and amount for service and they want more. They will deny deny deny even when you send them everything the dr has to give you. I don't think it's necessary for them to see full blown personal health details to be able to show that yes this is a legitimate dr office and this patient was seen that day for services so you can use your health savings account for that. One time they even denied something because the paper showed $100 paid for 1 child another $100 paid for another child, and the total payment was $200 and they said the amounts don't match!!!? What!? My 8 year old can tell that 2 $100s IS $200! It's just exhausting and this is OUR money I don't feel a company should be this difficult, we've had a different company in the past who never even asked for documentation as long as the payment was made to pharmacy or medical office. So this is very frustrating. Everything else as far as ViaBenefitsAccounts goes is user friend etc.

ViaBenefitsAccounts is generally not bad but the date assignment closes as soon as you lift your finger off the screen before you can finish, such as scrolling the date from 1 to 17. The automatic camera picture taken of supporting documents frequently mis-sizes the document, particularly CVS receipts. The buttons for accepting or rejecting a selection are frequently slow to completely unresponsive on iPhone 12 Pro with IOS 15.4

A previous (2yr ago) review about the inability to preview photos submitted is fully applicable still.

ViaBenefitsAccounts lets me crop a photo (Good Job !) but what it displays in the set of photos and the “review” page has them inly partially shown.

Again, I’ve had submittals rejected because the most important portion of a photo of a bill (the total billed) can be cut off.

****** My review from 2years ago: *******

When I attach a picture of a bill, ViaBenefitsAccounts “review” is so small that I can’t enlarge it on my phone to see if the whole picture is there. I review the original picture and ensure that everything is in it but the icon of it looks like a lot of it is missing. I’ve had reimbursement requests rejected because of “information missing “ that I know is in the original picture. I’ve noted this in multiple reviews over 2 years with no change.

Getting my information is much easier and quicker with ViaBenefitsAccounts . I like the notifications that lets me know every step that is being taken on a claim. There is one bug that needs to be fixed, in my opinion. The ability to press a line that says: processing and yo find out when it will be processed would be nice. The > is there showing there is more info but when you press it, it times out with an error. Other than that, this is a great app.

This via benefits mobile app is much easier to use than submitting using a computer. However, certain data gets entered using scroll wheels at the bottom of the screen. These scroll wheels have very tiny labels, making them hard to see for people who haave vision difficulties. Also, on a few screens the button that needs to be pressed does not appear in the visible screen area but requires a user to drag the display up slightly to find it. Overall, a good app.

I upgraded to the latest version of ViaBenefitsAccounts for iPad. The same issues noted above still apply. And after I used the iPad camera to take images of my documentation, the camera kept looking for and trying to take another set without my initiating anything. Then I had multiple images and needed to figure out how to delete the ones I didn’t want. It was a bit frustrating until I finally got a readable image and was able to hit the button to save the image before the camera took another.

Willie

When I first started using ViaBenefitsAccounts, it was very shaky and unstable and my numbers would simply change and the final version was often reset to the default settings, meaning I had to go through everything again. It’s still a bit shaky, but a vast improvement over the several years I’ve been using it! Thank you!

Still a bit shaky but some experience enables me to get through it without too much trouble!

This current way of submitting reimbursement expenses is so much easier than it use to be by a mile! The last time I completed a request for reimbursement I had to enter each category of expense, each date and upload scans to match each expense line by line. I just remembering it being so time-consuming. So much is automated now that the process goes much faster. Granted it’s been awhile since I submitted a request so perhaps the process became easier a long time ago. Regardless I give this process 5 stars!

As long as you provide them with the needed documents and receipts (which can be easily added using their VIA app and your phone camera) VIA’s app is super easy and within a week you are reimbursed for out-of-pocket medical, dental, hearing and eye care expenses. Even your Medicare and Medical insurance premiums and copays can be set up to automatically reimburse you for those expenses up to your annual allowance. Even when there is a problem or a question their customer service reps are always cordial and helpful.