Alight/Aon Alight/AT&T AT&T contracted them to control retiree HRA, 12 denied claims in past 16 months, 59 hours on phone fixing their mistakes Lincolnshire Illinois

ATT contracted Aon in 2015 to handle retiree claims for Health Reimbursement Account, from 2015 thru 2019, never had a claim denied or had to make a call. Aon got bought up 2 years ago by Alight ,a company controlled by ATT, In the year 2019 , 1st claim denied Dec.2019, then 2020, Jan, Feb, April,May,July,Aug,Sep,Dec,,all had either copay claims to doctor visit, pharmacy co/pay, or part B medicare claims denied. If you called a rep to get reason for denial, they would say, either dollar amount unreadable, date smudged, 5 pages faxed ,only recieved 4, or no fax at all.

You could call back ,get different rep, get a different reason for denial.I fax bills in on 1st of each month, usually 5 days later ,i get email saying being reviewed, then 5 days later if approved ,email says ,will receive check in 7 to 10 business days, so with no denial, thats about 3 weeks without denial, but if claim is denied, you start from scratch again.

In 2020, i stayed on hold or talked over 59 hours , showed them at least 4 of 8 months ,it was a mistake they made, on the other 4 i have two witnessess and paper work that show proper amount of pages sent and report shows 800 # is correct and fax ok. Yet they say they never received any fax. Now in 2021, i had Jan part b denied, called them, they had typed 2-21-2020 as date, but verified it was their error, In Feb 2021, part Bpage missing denied again, said receipt from Social security showing part B, finally got it paid. I just had a chest CT , my cost $225 ,BCBS pays rest, my cardiologist was copay $65,. Both denied, called to see why, 1st rep said, date of service not on form, when i advised it was on claim form and reciept that i paid hospital and doctor, then excuse was , no discription of what i had done, I ask to speak to supervisor, she was irate and kept saying .we need to know whay was done.

I 1st advised her of doctor/patient privacy, advised her that only people got that was the doctor,insurance company ,and myself. I ask her what a radiologist would explain other than a chest ct , and that was on the bill, i ask her what my doct was suppose to explain ,other than explain the ct scan and any restrictions about how much i should lift. Alight has access to the dollar amount i have in my HRA and how much the co/pay is for doctor $10, specialist $65, Radiology $225, and emergency room $350. With all this info at their finger tips, they still refuse to pay claims, even though there id nothing other than a CT scan and a cardiologist visit, what else is there to explain?

They are not my insurance company, just a contractor taking care of my out of pocket health care cost.Any company that ATT touches goes crazy, Directv is 1 example, Warner Media is another, and don't forget about 24 mg U-Verse service that they tried to run on 40 year old lightning and rat damaged cable.