naviabenefits.com Avis 39

Abruptly and without warning changed reimbursement policy - after I had submitted a claim and are now applying the policy retroactively. They are ignoring my correspondence.

This company operates like a scam! They deny claims they’ve previously approved, request documents in writing only to deny them again. I have been unable to reach anyone—neither by email nor phone.

Their email states responses take two days, yet it’s been over a week and a half with no reply. Phone wait times are listed as 30 minutes, but both times I called, I waited 45-50 minutes with no answer.

If you’re dealing with them, I highly recommend reaching out to your company’s HR or benefits advisor to escalate the issue and explore alternative solutions. This company is beyond frustrating—avoid if possible!

Cant get reach a human for customer support. the phone wait time is 60 minutes and after a few minutes the phone disconnects. My HSA card is not working and I need to reach someone for assistance but cant.

It is impossible to speak to a live person. When we called to verify the total benefits remaining on our card, we had a balance. We tried to use the card and it was declined. I called the number on the card and said the wait time was "less than 30 minutes." After 20 minutes on hold, it changed to "less than 45 minutes." At the 35 minute mark, they disconnected the call. We tried to set up an account online and received an error message saying we had to call them. This has been the most frustrating experience and

Customer service reps are nice.

My card is eternally frozen with Navia telling me it's not locked but when I go to spend money, it declined my card. I've emailed them and they say the vendors are accepted. I hate it. Never again.

When you come in they tell you everything you want to hear. You will feel like you are going to be part of a family. Down to the ridiculous song they make you sit through during orientation. It’s all an illusion. Everything is not as it seems. Get ready to work a ton of over time that wasn’t disclosed in the beginning and have no work life balance at all. My manager would wait until the end of a very long shift that we weren’t even supposed to be working to complain about her divorce and talk about her life and her kids. It was mind numbing. We were trapped so we had to listen to it. People that are supposed to be Leads and help you don’t. You have to wait for extreme lengths of time to get a response if you need help while an angry participant waits forever and just gets more and more angry. No matter how badly abused you are by the participant , they will do everything in their power to make you deal with it, even when the participant clearly ask for a manager. Which, fun fact, you can’t connect them directly to. They have to receive a call back, so yeah, imagine how fun that is. Can’t count how many times I was told that they never receive calls back. Training was an absolute joke. They do not prepare you enough. Not even close and our training was nearly three weeks. You get maybe 15 minutes to eat a meal and the breaks are a joke. This is the job you take if you are ready and willing to die. Your morals will die right along with your physical body. The participants are being screwed left and right and you get to hear all about it. I had participants call in screaming and crying every other call because of how shady and confusing Navia makes EVERYTHING for the participants. There is zero education for participants and it literally ruins lives. I listened to it. I saw it. Daily. It’s every man for themselves. There is no “team”. A few months in I became very, very ill. Thanks to this horrible job I developed erosive gastritis and colitis due to the stress and insane hours. Took me over a year to heal. I lost 30lbs and I didn’t have the weight to lose. I was almost hospitalized. This job ruined my life and I’ll never forget the participants lives that I watched be horribly impacted by this company. My physician and specialist recommended I leave this job and I did. Even though they were forcing so much over time on everyone, they told me to just go and sign off. It was like I never mattered. My health meant nothing. My manager, usually over the top friendly, was cold as ice. True colors came out. My fellow team members that would have to stay online well into the night that desperately needed help on the phones didn’t matter. I was so sick I couldn’t even eat and I still offered to stay on for the day or even another week or two. Nope. They told me to just go. Take your rose colored glasses off and take a look around. Don’t be pulled in by their manipulations. The pay is a joke and there is no amount of money to throw away my health and morals. Nothing is what it seems.

Navia is terrible to work with. They make it as cumbersome as possible for you to successfully make a claim and to secure the money that they owe to you. Oftentimes, they will tell you that they are there to help you, and they may even believe it, but you will then get wrapped up in their processes which I believe are designed to discourage you from successfully getting reimbursed for the costs you have incurred from healthcare providers. I could go on and on, but I have to get back to trying to get my money back from my Navia FSA. Choose an HSA and NOT an FSA and choose any other provider than Navia.

If I had the time or energy with to engage a lawyer to sue this organization for improper business practices, I would. If you are an employer thinking about using this company you should think twice unless your main goal is to screw your employees out of money and make it completely impossible for them to ever access the funds that they saved for health expenses. Their portal simply doesn’t work and it’s impossible to get proper customer service. I never leave reviews and I feel so strongly about how horrible this company is that I would leave 10,000 more of them.

Abysmal website with no details at all why your claim is denied. When a claim is accepted and payed out--there are no details on what it was for! Just the amount and category. The swipe card will only work at a pharmacy. Not for dependent camps or online HSA expenses. What to leave feedback on their website? Nope! Click the feedback link and there is no option or text box to type your feedback. I have used two other HSA/FSA vendors at other employers, and they were great. Navia is a nightmare.

Navia's service leaves much to be desired, with its user experience marred by both technological shortcomings and exploitative financial practices. Their customer account portal is a prime example of subpar quality. Navigating through their outdated and cumbersome interface feels like a trip back to the early 2000s, plagued by frequent crashes and sluggish load times that turn even the simplest task into a frustrating ordeal.

However, the most egregious aspect of Navia's service is their blatant profiteering through exorbitant online payment fees. Charging a staggering $20 per transaction, irrespective of whether the payment is made via debit card, credit card, savings account, or checking account, is nothing short of usurious. This fee structure is clearly designed to milk their customers dry, adding an unnecessary financial burden on top of the existing cost of their services.

Adding insult to injury, Navia restricts users to paying for only one premium month at a time. This policy not only forces customers into a cycle of repeated payments—each incurring that outrageous $20 fee—but also suggests a deliberate attempt to maximize their revenue at the expense of customer convenience.

Navia's practices reflect a company more interested in exploiting its customers than providing a reliable and user-friendly service.

Numerous horrendous experiences with this company. I've never had an issue with an FSA provider. Now, it's nearly every transaction. The card was declined by the doctor's offices requiring manual submissions, and submissions were denied despite sufficient documentation being provided. I've had doctors maintain that expenses are eligible and provide documentation, and yet reimbursement still denied. Very poor website experience. No context when claims are denied. Incredibly rude and uninformed customer service representative on the phone. This is just a handful of my negative experiences. I've lost significant money with Navia.

Their “participant advocate” barely sends you a sentence per communication without any greeting or kindness. It will take multiple days to reach a resolution as they will try their best to get you out of their queue with the least effort possible - you will ask the same thing multiple times before it’s addressed. As a CS team manager myself, a little effort and kindness go a long way..

company is trash

This company continues to incorrectly denied claims for no valid reason. The first response Is “denied.” I have been submitting Kaiser copay invoices for the last several years. All the prior ones with the same format have all been approved. Even in 2024 the ones that I submitted with the same format have been approved. Now all of the sudden they denied two of them because they’re saying “no proper documentation“ I have asked Navia several times to explain why, all of a sudden the same type of documents previously submitted and approved, are now all the sudden insufficient documentation. They ignore my emails.
There is Toral inconsistency in the way they handle the cleanse. The same has happened for the daycare reimbursement. Every year now, for the past seven years, I submit the same documents every month. It works fine for the first few months and they all approve and then by March April May, they just deny the claim every year, saying incomplete documentation

Navia automatically declines to reimburse you for a legitimate authorized expense at least for the first time submitted. They send form letter denials with no explanation of why the claim was denied. They finally approved the expense after submitting the same information multiple times but failed to reimburse me. I am still fighting with them.

They auto decline reimbursement even when all required documents have been submitted. Lost almost a thousand dollars in previous years and $2000 denied this year already.

Almost impossible to reach. Essentially a scam.

I have been on hold for almost 3 hours waiting to speak to customer service.

I've had a really hard time getting my COBRA coverage through Navia. Its been a slog to get the coverage my previous employer offered... I worked hard to get it instated and now its disappeared again

It's crazy that this business is legal, I don't know how someone hasn't sued this company to oblivion. I warn any companies to not set-up their FSA account with Navia. They will reject your valid claims and send you a canned response that doesn't even mention which claim was rejected and why. So, if you have anything more than one claim, best of luck trying to figure this out, talk to their customer service, and getting your money out of FSA. This sort of hassle I won't even do it as a job, let alone to save some tax dollars on my qualified expenses.