I have Cobra from an ex employer through Infinisource and they are terrible. not posting payments and notifying the Ins. Carrier of reinstatement since inception. Now I am being told that it is the ex employers job to notify the carrier that payments have been made and I should be reinstated. What do you need them for if the employer has to do all the work. In the meantime, I have no coverage with claims being denied and prescriptions not being filled. I have had numerous calls to IS and to BC/BS and still no resolution. RUN as fast as you can from these people! DO NOT employ them for managing your benefits of any kind! read more

The customer service reps are poorly trained and inefficient. They lack professionalism and take and adversarial stance. I'd steer clear of them if you can. read more

Obviously, no one at my company read these reviews before choosing this lousy company to admin our benefits. It's been nothing but delays and problems since I was switched to their COBRA program due to COVID layoffs. It took weeks to get the paper work to get switched in which my FSA card was locked. During that time we had pay medical/pharmacy out of pocket putting additional stress on already stressed home budget. Since finally completing the switch my card has been locked at least three different times for reasons they can't seem to fix. I pay the bill but the card ends up locked again! I've been promised it's permanently fixed and the next month it happens again. Honestly, the people I've spoken to are well intended and kind but whomever is supposed to actually fix problems just can't. read more

From a company perspective: Infinisource has a great marketing and sales team... but their implementation and coders leave A LOT to be desired. They come out of the gate promising you the moon, but after you sign the contract they decide that they can't actually fully accomplish your goal after all. Even after many many calls, conference calls, escalated issues etc. the customer is still left with sub-par results. From the employee perspective: Irritating as they'll go along paying your FSA claims for months, then all of a sudden one day require you to submit another RX for the same medication that you've been taking and that Infinisource has been paying out on.?. They seem to enjoy turning the doctors into secretaries, which is part of the reason our country's healthcare is in the shape it's in. Very frustrating considering that Infinisource is holding the employee's money and makes the employee jump through hoops to get it back. ADVICE: do not employ Infinisource to mange the benefits for your company. Not sure who's any better, but Infinisource is not the answer. read more

If I could put "negative" stars for this company, I would. The worst payroll and benefit company I've dealt with. Customer service sucks; efficiency is very poor! I regret that our company switched to this horrible company! read more

Very poor customer service. Infinisource did not answer email about HSA within 24 hours as stated in auto generated email. Had to call on four separate occasions and on two of those occasions, two separate representatives told me they would get back with me but never did. I submitted an HSA Transfer Form on 12/31 with a digital signature. On 1/7 Infinsource states they could not process with a digital signature. I resent form (fax and email) on 1/9 and Infinsiource drafted/pulled funds from previous HSA account on 1/10. On 1/13 I emailed Infinisource to get an update on funds as they had not transferred over. I received an auto generated email that I would have a response within 24 hours. I never heard back so I called on 1/15 and spoke with a representative who told me they would talk with banking team and get back to me. Never heard back from her so on 1/17 I called and spoke with a different representative. That representative told me they had only received the corrected form on 1/15, which I know isn't true because they drafted my previous HSA account on 1/10. I told her this information she told me she would get back to me by end of day with an update. Never heard back from her either. On 1/20 I called as I never heard back from 2nd rep and the 3rd rep told me the same information. Told 3rd rep I needed to speak with a Manager and finally spoke with Manager on 1/20. The funds were finally transferred into my account but when speaking with Manager she confirmed that they had not received the corrected form until 1/15 which I know isn't accurate. I told Manager why this could not be accurate and told her about poor customer service. This was my first contact with Infinisource and will never recommend them to another company. I will also be speaking with our company's Benefit Manager to ensure they are aware of poor customer service as I would not want other employees to go through same issues. Don't not use Infinisource as a benefits vendor. read more

Terrible terrible terrible place. They never answer the phone, or emails, and the auto call back feature doesn't work. They put a hold on our card, as they didn't like a particular charge, but we can't find a way to reach them to discuss as we have no idea what charge they're talking about!!! In the meantime, they're sitting with our money read more

Inifinisource is literally the worst benefits administrator you could possibly imagine. How bad? 1. I wasn't able to access my account for 3 months. They happily held on to my money but I could not access it at all. Called in several times to have it unlocked and none of the customer service reps were able to help. NONE of them. I had to call and get a manager on the phone to get anything done. 2. Their nomenclature is created to mislead you. A denied payment doesn't mean that they didn't send a provider money on a claim. It means that they paid the provider but you didn't submit a receipt? Seriously? 3. I've been given incorrect information non-stop regarding the status of my account. 4. They lock your card if you do not submit a receipt in time. TO be clear - this card is full of money that was taken out of your paychecks. And you are personally responsible for the taxes..so why are they doing this? 5. You will need to call back several times to get your card unlocked. 6. They double payed a provider on a claim. And then they screwed up reconciling the account. I literally had to walk their customer service reps through the process of fixing it. 7. You will wait at least 25 - 30 minutes before anyone answers the phone. 8. Be warned. The amount of time that you spend fixing their non-stop screw ups will cost you more than any pre-tax savings you will get. 9. They will lock your card and drag out the process of unlocking it with the intention of keeping your money at the end of the year. 10. Seriously, don't use their services. It will be an unending headache. read more

Everything in the reviews that you have read is 100 percent true. They give you a poor option to pay on line, and if you use it, you have to pay, and they send you an e-mail 5 day's later, saying that you put i. The wrong numbers. Then, mail your payment and check to see if the check is cashed, and, it's lying in their post office box, not processed. You are only insured for 1 week out of the month. Very corrupt payment center for COBRA. The person who said he's suing them, is telling the truth. I will report them to BBB. read more

Infinisource has been stealing our insurance premiums now for 9 months. As of today, they have stolen over $3,200 from us and we still do not have health insurance and have not been able to go to the doctor. Now they won't respond. This will have to end up in court. They need to refund all premiums paid to date. read more

Waited for hours on hold. call back option took 6 hrs or the next day and they left a vm only to never hear from them again. this was frustrating regarding my card nonworking. why is it so hard to talk to a person? read more

If there was a zero, that's what I would rate it. Worst company ever, run don't walk away from them. It is a law that one must be notified 30 days in advance if insurance is discontinued. I was inadvertently 4 days late on a payment as I was out of town. They sent me a cancellation notice along with my check within a week. They obviously had received the check within the 30 day span, but cancelled anyway. This company is the biggest rip off. Do not use them. When I called to talk to someone, the lady I got was so incredibly rude. She basically was screaming at me, when I questioned her on policies. She was totally unprofessional. I have filed a complaint with the BBB as it is a law (health.org) to cancel without giving one 30 day notice so as the individual can seek other options. read more

No stars would be my choice if offered. My husband's employer contracted Infinisource to manage their FSA benefits beginning Jan 2020. I was annoyed with their marketing tactics from the start. In their presentation and material, they were all about "we offer you a debit card to use that will be so convenient" but did not even offer other options for reimbursement of FSA funds. I had to call and ask if I had to use the card or could submit claims online. I was told, "we prefer you use the debit card but you can submit online too." We use a credit card, which is paid off in full every month, for all such payments to get the annual cashback rewards so did not want to use their debit card. They should have offered all their options from the start but they held back other options because they want you to think the debit card is your only option. The previous company always had claims paid by direct deposit the next day if you had them in by 2pm. No matter how many claims you endtered, they paid it ALL AT ONCE. NOT Infinisource. It takes the3-6 business days to process a claim and direct deposit money. There is no rhyme or reason for how/when they pay claims. On June 2, 2020, I filed ONE claim for multiple prescriptions, totaling $42.55. Then I found the "add another claim" button so I didn't have to start all over again. I filed THREE claims a few minutes later for $62.30, $95.70, $19.77. I had all proper documentation for every service I was filing a claim for. You would think it would be most efficient to process and pay all 5 claims at the same time or at least grouped by filing time. NOPE. Infinisource paid & deposited the $42.55 & $95.70 (total deposit $138.25) on June 5....3 business days after I filed. I am still waiting for the rest of the June 2 claim ($82.07). In Feb, I filed a claim on Wed, Feb 5 & it wasn't deposited until Mon, Feb 10. I filed 2 claims at the same time on Feb 11.....one was paid on 2/14, the other on 2/18. It makes no sense that claims submitted the same day, are not paid & deposited on the same day. Maybe they just want people to be so confused by their illogical process they will give up and use the debit card....which is clearly cheaper to manage. read more