Thatch Avis 44

The service has been amazing! They have responded promptly to all my questions and I have had many.😁

When I initially enrolled in my benefits, I somehow neglected to add my daughter. The help team was more than helpful. They were very quickly able to help me add her. They answered every email and question promptly and efficiently. Very impressed with the customer service.

This is an awful company. After the initial consultation, they were very dismissive on the phone and pretty much hung up. This is never a company I would want to do business with again and I'm sorry that I reached out to them.

I've been using Thatch for over a year now and my experience has been nothing short of excellent. Their customer service is top-notch and their team has always promptly dealt with any issues I've had, even going above and beyond to help me stay informed regarding my benefits.

I've utilized other health platforms in the past and, honestly, Thatch blows them out of the water. The ability to promptly talk with another human who genuinely cares about your experience goes a long way. Their platform is easy to use, intuitive and just plain works as it's supposed to.

Highly recommend, 5 stars!

Thatch.ai has been a rare dream to use among the complicated landscape that is US healthcare.

The onboarding experience was incredibly straightforward, and everything since then has been handled transparently and with ease, including reimbursements, and getting set up with various plans.

I've seen some reviews here that mention issues with specific carriers - There are certainly quite a few that leave a lot to be desired, but so far despite these shortcomings (that do not seem to have anything to do with Thatch.ai), I have found Thatch to be a very helpful advocate in navigating this part of things.

First started using Thatch this year, getting reimbursements has been straight forward and am very happy with the service.

Probably wouldn't have started using a Whoop or electrolyte mixers regularly, but thanks to the easy reimbursement system they've both become important aspects of my routine.

Single-handedly the WORST experience I’ve had dealing with a Health insurance liaison.

I made a reimbursement request from my Thatch HSA debit card nearly two weeks ago to ensure I could provide payment for a medication after my doctor wrote a new prescription.

First, I simply don’t understand how an organization does not allow for phone calls to a Customer Service team.

To each email I’ve sent to the ONLY email address provided for Customer Care on their website, I have received nothing but extremely vague guidance. I was told that the team was “flagging” my request for the Reimbursement Team to follow up with me directly.

No context or direction provided, and I was forced to come out of pocket to cover the cost of my medication due to their negligence.

Advice to employers: GO ELSEWHERE.

If you value the health of your employees, there are much better plans out there that actually take consumer care and wellbeing SERIOUSLY.

We're a small company with 10 employees. When we first started, we were trying to buy our employee health insurance via a broker and it was one of the most painful things I had to setup. We moved to Thatch when they first came out and it's one of my favourite companies out there. Highly recommended. They sync with your payroll system, offer a card for any overage spend, have great plans, and our employees love it.

Terrible experience. Did not process my insurance correctly and was unable to use it for 2 months. This has been ongoing since January 2025 it is now almost the end of April 2025 and I still haven’t received my refund. I have warned others at my company not to use this company for insurance needs and I’m here to warn you too.

Our company was new to Thatch as of February 1, 2025. As we approached the 2025 renewal, we were confronted with substantial increases from our reinsurer, along with limitations on claims that would have significant financial impact on our organization. Recognizing the urgency of the situation, our broker introduced us to THATCH, which we identified as a transformative solution.

THATCH provided us with a detailed analysis of our company's information and presented a clear and compelling case of how their product could benefit Leaders Holding Co. Transitioning to the ICHRA model became an undeniable choice. The ability to manage our fixed monthly costs allows us to eliminate the anxiety associated with unpredictable financial scenarios. Furthermore, the THATCH platform is designed for ease of use, ensuring streamlined experience for our employees.

When we introduced THATCH to our team members, we confidently addressed the initial concerns regarding the shift from traditional group plans. We effectively showcased the advantages of the ICHRA model, emphasizing its flexibility in allowing employees to select coverage levels and plan designs that best fit their individual needs. Employees interested in basic coverage could opt for plans within their company provided allowance at no premium cost from them, while those desiring more comprehensive options could choose plans exceeding their allowance and cover the difference through payroll deductions. This approach empowers our workforce to make informed decisions about their health care, ultimately enhancing our overall organizational well-being.

Some reviews here have mentioned concerns about response times, customer service, and enrollment processes. However, our onboarding experience was pleasant as it could be when starting something new. We have now mastered the platform, billing practices, and event patterns within 60 days. We have consistently experienced outstanding customer service through email, both as administrators and for our team members, which has reinforced our trust in the support provided.

Our organization also gained from the separation of business operations from compliance regarding group health plans by using Thatch. No more than 5500, no annual PDDC (RXDC) reporting, no 720 PCORI! More time to be productive in our business without having to track and complete compliance items!

When shopping around to offer employees health insurance, Thatch.ai looked like a good option that would easy to use on both the employer and employee side. They state that you can get benefits in 5 minutes.

Three weeks later we are still without benefits. Three weeks ago, both the employer and employees were given confirmation of enrollment into their selected plans.

We had a two week period between enrollment and start of coverage. Thatch.ai did nothing to notify either the employer or employees that they were never actually enrolled.

There is no support number to call. When contacting the support team, they began to request information that is not relevant to the issue. Even when complying to the best of our ability, their replies are slow.

The support team are yet to show any interest in answering questions related to offering benefits to employees.

Our employees have incurred steep out of pocket expenses because of this inconvenience.

Thatch.ai issued an employer coverage start date and informed the employer that our employees were enrolled in the plans that they chose. They enrolled nobody, and told nobody that they had no plans to do so by the coverage start date, if they planned to ever do so at all.

I would not recommend to anyone that they use Thatch.ai. The support team is terribly slow, immediately began to remove themselves of any responsibility, and have not once showed any interest in enrolling our employees in the coverage they were told they had.

What made my experience great, with Thatch was: Kevin Zhao - I heart Kevin! My husband got a new job and so that put us in the market for finding a new health care provider. Our company has partnered with Thatch to help our employees do just that: find a new provider. I was so stressed and confused and Kevin stepped into the conversations between Myself and Thatch Support - he offered to help guide me. That outreach came from Kevin, unsolicited and truly made me sigh with relief. He held our hand through the entire process and did so with knowledge & GRACE! I truly cannot say enough good about Kevin and Thatch. We're lifers. Kelly Hellickson

I've used Thatch at two different companies (both early stage startups), and it's been fantastic.
We've had employees coming to us from different healthcare providers, with different doctors and plans they need supported. None of the options from Rippling, etc were able to cover all our cases.
Thatch made it SUPER easy, and has had the added benefit of making outside providers like physical therapists outside of insurance easy to cover.
It was incredibly easy to implement, easy to integrate into our existing systems, and the customer support, when needed, has been brilliant.
I use it all the time, at every company I go to or start, since they released this product

Complete garbage. They can't keep track of their financial records despite being a fintech company. They've overcharged me several times. Still waiting to receive back an erroneous charge. Total garbage, run from this company.

Thatch offers an excellent, cost-effective solution for businesses. Choosing health insurance plans for our company used to be a dreaded annual ordeal, but Thatch has completely turned that around. Our employees are thrilled, and everyone’s saving money. Unlike other ICHRAs with convoluted payment structures that burden employees with upfront premium costs, Thatch simplifies everything. We cover the full cost upfront, and premiums are seamlessly deducted from employees’ paychecks—just like traditional employer-sponsored plans.

Someone else on here explained their issue with Thatch and not enrolling them in their 2025 selections despite following all of Thatch's instructions. Nearly the exact same thing happened to me, except Thatch didn't try to blame the issue on me (yet).

Customer service has been minimal, and the more urgent the matter has become the less I've heard back from them. Absolutely unbelievable that this company handles such sensitive matters and doesn't have a phone number or any sense of urgency in their practice. If you are an employer considering using Thatch, do not do it. Opt for a company that doesn't use an AI domain.

Edited 3/11/25 at 3:20PM ET to add: it is deeply upsetting that I received a response from Thatch to THIS REVIEW faster than any email I've ever sent them, including the several emails my employer and myself have sent about my health insurance over the last week. I am less than 12 hours away from losing my special enrollment status and now 11 days WITHOUT HEALTH INSURANCE because of Thatch. Thatch, Troy, whoever is more concerned about reviews than customers, please prioritize your customers and your actual job. The fact that you are offering me faster service if I reference my negative review is beyond absurd. I will consider updating my review once my issue has been resolved and I have health insurance in place.

Absolutely thrilled that my company switched to Thatch! From day one, the experience has been nothing short of phenomenal. Jeremy, Troy, and the entire team go above and beyond to ensure every insurance need is met with efficiency, care, and expertise. Their reimbursement process is lightning-fast and seamless, making benefits management a breeze. And the cherry on top? They even sent me cookies—talk about next-level service! Switching to Thatch was hands down the best decision for our company’s benefits. If you're looking for a team that truly cares, look no further! Vicki Brusky Hello Hero

Thatch is amazing! As an Account Manager for a brokerage, I had explored several ICHRA platforms to show my clients. Thatch was by far the best! Their technology is top notch and it is such a seamless process from start to finish. Zach Egan is my rep and he has been so helpful, responsive, and an overall pleasure to work with.

Customer Service is NONexistent! I have been having problems with Thatch and cannot get a hold of anyone. When emailing Customer Support, I have gotten NO RESPONSE after several attempts. No phone number is listed. I have paid for 2 months of medical insurance yet have been told by UHC that I am not covered. Thatch - or Thieves?