ViabenefitsReviews of viabenefits.com

Poor Customer Service responses, long wait to speak with anyone, website glitches and so much more. Very hard for seniors to get help on phone or online. Do not recommend Via Benefits. Do not understand why businesses want to do business with this company.

I hadn't used my Via Benefits online account for years and had changed my phone number since. When I tried to reset my password it required access to the old phone number. I was told through the website itself and a chat representative that I needed to call to get this changed. After calling 4 times and over 8hrs total on hold, they asked me a series of impersonal questions in an attempt to prove I am me. The 1st question was "which one of these 4 hospitals is the nearest to you?" I could not answer, because not only hadn't I heard of 3 of them, but even if they were local, if I hadn't used them before I would not know their location. So, the questions have nothing to do with proving who I am and require a knowledge of the businesses in the area that even life long residents couldn't possibly answer. I could get lucky by guessing, but so could an imposter. This means that their verification system has nothing to do with verifying one's identity. I still do not have access to my account and cannot get information I need through a phone call either. This means I have zero control over my account and cannot update my information, so am locked out. Awful customer service and a verification system created to make it difficult to make necessary changes when needed. I do not recommend this company, but my former employer doesn't give me another option...

Via Benefits is totally worthless: • Long wait times to get through to a representative • Representatives are difficult to understand • Representatives often have to transfer you to somebody else who can address your issue • Escalation process doesn’t work • Couldn’t obtain reimbursement request form • Website is not user friendly Wells Fargo made a mistake signing up with them.

I can’t create my VIA Benefits account due to an “information mismatch” error, even though everything is correct. I only have 60 days to enroll or I permanently lose the $750 subsidy. When I asked for help, the chat agent said I had to pay $5 to a third-party service just to continue the conversation. This should never be required for basic account setup, which is required to receive a contracted benefit.

I set up an appointment to talk with a Via benefits adviser about a drug prescription plan for 3 p.m. Pacific time on Nov. 7. After waiting on the phone for about 35 minutes, I finally heard from someone. ``Hello, my name is Robbie and I'm your Via benefits adviser.'' She then asked for my name and as I recall my birthdate and zip code. After answering, she paused for a few seconds and said, ``I'm tired.'' She apparently forgot that she had just talked with me because she then asked me the same questions. After answering them again, the line went dead. Talk about frustrating! Because Via phone wait times are long, I gave up for the day. I eventually decided to enroll in a new drug plan online as Via's website said I could. To my dismay I learned from a Via customer service rep last week that you can only do so after talking with a Via benefits adviser. Last-minute efforts to reach an adviser failed and I was forced to stick with my same drug prescription plan. I have a feeling the problem with the exhausted adviser has something to do with companies demanding more with less as far as employees.

We needed to go through via benefits as part of the fermilab retirement reimbursement medical plan. At our scheduled phone appointed time in October, we were put on hold for an estimated 5 hr wait time with the call being dropped after an hr. When we finally got to talk to a licensed financial advisor (after days of repeated calling) he advised me to go from my current medigap F plan to a G plan to save money, but he didn't know it involved underwriting to enroll in it. (He also he complained that his computer kept freezing while he talked to us). As a result I was rejected for that plan and didn't know it until I called to arrange the 2026 premium payments (We were also unable to go online due to their technical problems blocking our access). When I finally got another advisor days later who did the underwriting I found out the plan was actually 3x cost of my current F plan coverage. It took a total of 30 +hrs, 18 phone calls, 3+ weeks, and some help from fermilab HR staff to remove all the wrong plans they put me on. (We're just continuing our current 2025 plans for 2026) We decided we will not change any of our future current medicare plans using via benefits because they are so incredibly incompetent. Unfortunately we have to use them to get our fermilab retiree reimbursements. Their incompetence extends to their IT online services as well, with the online people unable to help us without ,"specialists" and "escalation" staff. We have used Towers Watson/Via benefits for years and didn't have problems until this year; obviously they have decided to let go of their competent staff, including their customer service reps, IT support, and most of their licensed financial advisors. We're hoping that they haven't also screwed up our fermi 2026 retirement reimbursements; we'll have to see.

I am a Kraft Heinz retiree and have to go through VIA for all insurance. United Healthcare and VIA were having issues this year, so I had to call and make sure all was good and I would get auto reimbursement. I made an appointment and had to wait over an hour for someone to get on the phone. Why in the heck did I have to make appointment and then wait over an hour. Stupid and then the lady really didn't know the answer to my question. Just told me it would be okay..

This company provides my company retirees in selecting health benefits (as needed). I called customer service to talk to a benefit expert a month ago for which I was given an appointment date and time (12/4/2025 at noontime). I called back exactly at noontime on 12/4/2025 and an unmanned system answered my call and after 55 minutes holding/waiting a human answered my call. All they do is refer us back to their website for assistance. In my opinion, this is a worst of the worst company.