Alight Mobile

Using the app is frustrating due to lag, glitches and random reloading issues. Not user friendly. The website is a little better, but not by much. Although I will say that the chat feature under contact us is the best place to get information and ask questions and the representative are very friendly and knowledgeable. The representative for phone inquiries can’t see some information and feels a bit pointless although all individuals were amazing and tried their best. Using the chat bot feature “need help” is only good if you don’t know how to navigate the site and only tells you where to go for information. The information on the app may not be up to date or available to see, such as conversations and notes made for your account. Any contact and or additional information should be available to the app user. Chats with representatives also should have the option to save conversations for references if need at a letter date. Feels a bit like the app user is in the dark about their account and requires contacting customer service if additional information is needed.

I am a new employee at a company who requires a light to manage their benefits. When enrolling in healthcare benefits, I elected to have a family plan with my children on the plan with me. They required verification that these were in fact, my children, which is totally fine, except I can’t seem to figure out how to send the information. Instructions are at best poor. And when I finally do get to the page where I can send instructions and send them in, they are denied with no explanation, or rational as to why. so when I finally get a person on the phone, they say it’s the fax was too greeny and dark for them to visualize the birth certificates. So, at this time I decide to upload via the app, and of course, two weeks later, I have yet to receive a response. So I try and call again, which is no easy task by the way as you are forced through AI bots to get to a representative of course, and I am told they never received any uploads. 🙄 so now, for the third time over three months, I’m trying to verify my children. I am told I have not reached the deadline yet, but received a call from my youngest daughters dentist office, saying that the claim could not go through because I did not have her covered under our insurance. when I say that to the alight representative, they curtly informed me that no benefit changes should be made until the due date so she should in fact be covered and then I need to call my HR department. Well, like the representative said she should be in fact, covered because I have sent documents no less than three times. ZERO STARS.

In previous versions, I used to be able to figure out how to get my money out of the brokerage account. The help files (if you want to call them that) have you first transfer money into the brokerage money market fund, and then you have to transfer money from your brokerage account Money Market Fund to your Core Funds. It's easy to transfer money into your brokerage account, but the clicks and chats take you on a circuitous journey to nowhere when you want to transfer money out of your brokerage account. I've been working on finding some resolution for two weeks with no luck so far. I'm sure I'll be able to withdraw money before the end of the year, but it ought to be a crime to make it so difficult to accomplish it on your own. It's really not the Apps fault; it's the same on the website.