Coughlin & Associates Ltd.

Spoke with someone trying to get an answer however I was told it was my issue and not theirs and she could not do anything for me. Mariefrance was unprofessional and not helpful at all. It is her job to help customers not tell them it is their issue.

Data security breaches to not providing proper customer service. I wish I could give a zero. I have had to wait for six months to get reimbursed for a twenty dollar drug.

I was in the CMSG. This company takes care of our health insurance, disability, and pension. Once you can contact someone at their office, they are ok to deal with. The only issue is it takes a long time for some to contact you.

Waited one hour to talk to someone and all of a sudden directed to voicemail to leave a message. This should be improved. Every time I call, the waiting time takes more than 50 minutes.

Very poor client service, no clear answer. Talking to different employee get completely different answer. I had to keep bugging them up to get the service that I paid for. Unfortunately, clients are stuck with them when employe of a company that are use Coughlin as their insurrance company. I would say don't trust the short good evaluations here as well.

They literally haven't answered their phones or emails in over a year. As a clinic provider, we have had literally 0 success contacting anyone from this office on behalf of our patients in over a year.

Horrible. Just bad. Claim processing is currently taking up to 30 days or longer. Employees are always kind when we call, assisting in the best way they can, but the frequency of mistakes and ever-increasing delays makes it clear that operations are struggling. They either have a massive staff shortage, or have seriously overstretched themselves with ambitious projects at the cost of end-user experience. I wish we had the option to never deal with them again.

Claim refunds have gotten slower over the past years. Pre authoritize debit sped things up for a year- coughlin would receive my claim on a Wednesday and I would be paid in 5 business days. Even with scanning my claim it still takes 10 plus business days. I could mail in a claim from BC. They would receive on a Wednesday and pay me the following week. Pre authoritize debit is slower than mail. I don’t get it!

Finally an app to submit through! I find unless it’s dental and they submit directly it takes at least a week if not longer to receive your return. This company does not do any direct billing. Been overall not super pleased with these benefits.

I have been with Coughlin for 5 years now for my work benefits. I had two months of quick claim turnaround before things took a downturn. Claim refunds take close to a month. With each claim I submit (and I do physio weekly), I get an automatically generated email apologizing for the delay and suggesting they will return to normal turnaround time soon. It's been 4 years.normal is SLOW, you'd think they would hire more staff. At first they said the delay was because it was the end of the year and everyone was using benefits, then they said it was busy because it was the beginning of the year and everyone was using their benefits, next it was "it's summer and everyone is using benefits". Lol. If I had the option to opt-out of this plan I would.

La ligne utilisée par la préposée (qui travaille probablement de chez elle) est tellement de mauvaise qualité qu'il est impossible de comprendre quoi que ce soit. Après quelques secondes, la préposée coupe la communication.

Does not respond to emails and if they do, they don't directly answer your questions; it's all canned responses. After 5 days, I am still waiting on a response to a simple question about an insurance policy I have with them. I will be looking to take my business elsewhere.

I have dealt with Coughlin since 1987and I have had nothing but the best of service. Things have changed with covid but we all need to be patient as they are doing the best they can in difficult circumstances. Keep up the great work and stay safe.

Service à la clientèle laisse à désirer. Le personnel est gentil, quand on réussit à rejoindre quelqu'un, mais ne retourne pas les appels quand promet de nous rappeler. De plus, impossible d'avoir des informations sur nos polices d'assurance (bénéficiaires) même après s'être dûment identifié. Ni par téléphone, ni dans les documents (certificats d'assurance n'indiquent pas les % pour les bénéficiaires désigés). COMMENT VOULEZ-VOUS QUE LES GENS SUIVENT LEURS AFFAIRES SANS DES INFORMATIONS CRUCIALES SUR LEUR PROPRE DOSSIER? Jamais rencontré autant de problèmes avec d'autres compagnies d'assurance.

I have my health insurance through you and though there are some hoops to jump through you have covered more then any other insurance company has in my long life of type 1 diabetes. I really appreciate it and your great customer service!

A little slow on the mail. Started benefits January 1 2020 and have not yet received cards. Hoping for faster service in the future.

Best insurance company out there. Great customer service and they always take care of their customers

Overall there okay to deal with. Way behind in the times. All documents are dealt with through mail. Making changes to benefits or pension very slow. They need to get on board with docu sign or email. I think the slow mailing process works in there favor so they don't really care. I sold my house with ReMax using docu sign, had legal documents, 3 offers back and forth and a closed deal in less than 24hrs. With Coughlin and there mailing method. I'm looking at a 3-6 month wait along with the delays Canada Post is having to get a pension payout. Not too impressed, but it what it is.

Staff are nice. Long wait for refund for online claims. I just go and wait in person. Have had no call back when I left a voicemail so I just keep my questions and ask in person now.