Voya Health Account Solutions

the app is absolutely terrible and not meant to be helpful for the customer. It crashes on most attempts the manage expenses where you’d put in copies of your receipt to reimburse yourself for an OTC or other purchase. If you get past the crash, it took over two mins to submit my expense with a small receipt as an attachment. And no, it is not my connection speed. Then you don’t even get any conf#. Then it crashes when i try to go to any other screen. Finally, Optum would at least know my bills and my Rx that needed to be paid. I could just tap that transaction and submit my receipt and instant reimbursement or it would log any overage request and pay me as the payments came into them. This was handy when i had a surgery at the beginning of the year. I submitted my expenses and got money every check for the rest of the year. With Voya, I can only submit after enough money is in the account which in my situation would not even be this year.

For two weeks I’ve tried to process a claim for OTC medication for which I have MD’s letter of necessity. Voya has always been a substandard FSA company, but now - it’s impossible to file claims. I’ve tried several times, and can view the receipts at the time I upload, but several days later, there’s no evidence that a claim was filed, nor are any receipts on file. They tell me now to email them the claims with documentation, so it appears the apps, both iOS and Windows, won’t be working anytime soon. Voya management is completely incompetent, just grifting from employers and making overworked employees spin their wheels to get reimbursed with our OWN $$!!

As others have pointed out, the previous app version stopped working and directed users to download the new app, without even offering any App Store shortcut. The new app now opens a webpage for the login, which, if you are eventually successful, redirects back to the app. The user experience of this journey is horrible: first, because the “this site uses cookies” popup from that webpage page covers the login fields on a mobile device, and second, because all biometric and keychain functionality that used to be natively part of the app is missing from the webpage. So no TouchID, no “remember me next time,” no ability to fill in credentials from my password keychain. Borderline unusable.