alightReviews of alight.com

It's impossible to send them a message through their website or app as an enrolled member. The only way to contact them is by phone, which is incredibly inefficient and difficult. There is no way to reach a human without listening to several minutes of AI generated instructions and jumping through account verification hoops. And their business hours are limited so you can't reach them outside your own work hours. There should be an easy way to send them a secured message from their app or website when logged into your account. As other reviewers have said, they add layers of unnecessary steps and provide the worst customer experience of any benefits mangers I've ever had.

If I could give 0 stars, horrific experience, nobody seems to be able to answer any questions, so broken

If customer service is a sport alight would be the 1st grade little league at a school for handicap kids. Alight makes every transaction harder than it should be. Their app is unusable but they insist you use it constantly. Any action they can take to make life harder they do, from logging you out in the middle of a transaction after you entered 2/3 of your info to app crashing to hold times in the hours I have experienced it all with alight.

Unfortunately, I took out a loan against my thrift plan to get some home improvements done. I finally got the money together to repay the loan, waited the week to get the payoff letter, went to the bank to get a certified check, and mailed it to their (alight’s) provided address. I guess they received/processed the payment on May 1st, but did not update their app/website to acknowledge receipt of the payment, so I had to call to confirm that my money wasn’t floating around… called their customer service line and got a nice woman who stated that the payoff check would be processed on the last day of the month! So not only is another payment going to be taken out of my savings, but they get to hold my certified funds for a month!!! And not credit my loan balance. Unbelievable.

When I cancelled my COBRA coverage because I got a job, they messed up my effective date and I have now been dealing with them for 2mo continuing to deny coverage for an appointment during my coverage period. I have paid my bills. That is not an issue. These people keep making mistakes and do not complete their tasks. It's taken 2 weeks just to get them to call my insurance company and they keep messing that up too. I don't know what these people do all day.

I tried to report my Medicare enrollment to Alight and their website just listed it as an invalid date. I called and was told they don't accept a report of Medicare enrollment until after the start date and it will take them a month to process cancelling my coverage with my employer and I will have to continue to have premiums deducted from my paycheck until they do process it. I suspect that will be never.

Taking a leave is a nightmare. I tried taking a leave due to having emergency back surgery in March of 2024 and they approved it under FMLA but denied my benefits pay. Turns out, they were faxing the wrong doctor for information and put the blame on me despite the TWENTY SIX times I had to call them because my case worker refused to call me back. My CORRECT Dr ofc was faxing them my records with a fax cover sheet stating my name, their name, their ofc number and return fax number IN BOLD, so Alight was purposely negligent so they could deny my pay. I FINALLY got them to approve short term disability pay and they only approved it for 2 weeks even though my Dr stated 30 days was the MINIMUM time off work. When I finally spoke to my case worker she was nasty to me and said "I told you these types of procedures would only be approved for 2 weeks max". So you're going to go above a doctors requirements??? What is even the point in having a doctor submit requirements for leave with supporting clinical documentation if you're going to go by your own guidelines and not listen to the doctor? Fast forward to this year (2025) and I'm needing a health leave and they keep dragging their feet. They will NOT review pay benefits until AFTER you start your leave. How does that make sense? Why wouldn't this all be figured out prior to taking it? My doctors office submitted everything IMMEDIATELY and they would say "well now we need this form". Anything faxed to them takes 1-2 business days to "process" and then another 2-5 business days to review. I have TWO different physicians attesting to my leave and they informed me that it had been too long since my last appointment with them (I saw them on 04/03 and my leave was 04/21) and said it had to be within 7 days of my leave start date. They want a 30 day notice for taking a leave but I have to have seen my Dr within 7 days of the leave? And they don't tell you ANY of this upfront, they wait until they've wasted more time. I had to go back to my Dr today and have them submit more documentation and again, it'll take 1-2 business days to process and 2-5 business days to review and make a decision. If they deny my pay, I will be out of ALL of my sick time and PTO for the year and it's only April - or- go without pay. Who can afford that, especially in this economy?! But the catch? I can't just go back to work if they deny pay, I have to have a return to work form completed by my Dr with a future date and have THAT processed and reviewed before I can return to work. So it's going to take a minimum of 4-6 weeks to get this decided? My leave is for 6 and I can't recover or take care of my health because I'm dealing with this company the ENTIRE time and stressing out. They listen to my Dr about when to take leave and when I can return to work but won't listen to them in regards to approving pay for the leave? Please make that make sense. This company is unethical at minimum.

This company is lying to me. I have a quadro from a divorce and want yo cash out my account. I have never received any information about how to access my account and I can see everything online as I’m being told the quadro was never completed. I think a class action lawsuit is in order based off this reviews.