The gods do not want me to have an easy time with Extend Heath for either enrollment or for HRA claims. I just successfully submitted my first claim request to Extend Health after 3 weeks of trying. Don't read that sentence as I will be paid for the claim. It just means they finally got the claim after several attempts, multiple phone calls and several emails.
In the beginning of January I faxed a claim to Extend Health. I heard nothing for 3 weeks. I called them last week and they said they never got my claim. They blamed my fax machine even though on the same day I sent the fax to EH, I successfully sent a fax to Acclaris. On Monday I sent another fax. I called EH on Tuesday to ask if it had arrived and was told Monday was a holiday so they wouldn't have gotten it. After being on hold for 20 minutes they told me they had no fax from me but it would take a day or so to go through faxes they received. On Wednesday I sent another fax and an email to the IBM support address IBMSupport@Extendhealth.com asking for help. I was then told by email that it takes up to 5 days to just enter a faxed claim into the system for processing. No one on in the call center told me that - they just led me to believe my faxing capability was not working. In the meantime, I also found on the claims processing site there is a notifications setting to ask to have an email sent to you when a claim is received. It is not on the main website for Extend Health where your profile is stored but on the website you are redirected to for the actual claims process. I also found an email address - email@example.com. I sent an email to that address and it bounced back that the mailbox was full.
Today, I was finally notified my claim has been received because I had set the notification setting to do so. Yay.
Friends told me to just mail in claims. That means spending printer ink to make copies and stamps to mail it. I didn't want to do it online either because I want rock solid evidence of claims I have submitted.
Here is my observation - people who pay the whole year's premium for their insurance up front in January, and send in a paper claim to Extend Health to get their money back are clever devils. They only have to front the money to pay the entire year of premiums for a few weeks and then they get a check. In one case, the IBMer and the spouse insurance premium costs for medigaps and part D plans for the year was the entire subsidy and the HRA account was drained in January. That person has the money and doesn't have to deal with Extend Health again until next year. How smart!