Their entire renewals team is incompetent. We switched to Gusto Benefits from a local broker. While they assured me the transition would be smooth, it was not. Despite my pushing their team to start the renewal process sooner, their team chose to start the process at the end of November (during Thanksgiving week) and gave us only a couple of days to provide feedback. Unsurprisingly, we needed our broker to shop more plans, which took several days. Once our broker got back to us (on a Friday), she indicated that we needed to choose immediately or our enrollment would be late -- so we did.
Without my permission or knowledge, Gusto then sent out an automated email to my employees warning them that they had to choose a plan in the next 48 hours or they would miss open enrollment. My employees were caught off guard (as was I) and I had to manage their questions/expectations over the weekend.
Once we finally received all enrollments (by that Monday), our broker at Gusto said everything was good to go.
In January, several things occurred:
1. Gusto did not terminate insurance with our previous provider
2. Our new provider indicated our enrollment was indeed late, so each employee would need to file manual claims until they had processed our paperwork (everything went through at the end of January)
3. Gusto failed to enter employee details correctly, delaying processing of paperwork, and resulting in our employees - even after the provider had processed our paperwork - not receiving their cards until March
4. They failed to indicate that we were still responsible for premium payments (that does not happen through the platform), resulting in our insurance almost getting cancelled.
The whole process was a nightmare. Throughout this entire renewal window they refused to even give me a direct line to a broker or anyone else involved in the process, instead forcing me to send all messages to a generic support alias (benefits@ or renewals@) that went unanswered for days.
Most of all, Gusto demonstrated a complete lack of empathy and competency. Their lack of awareness on seemingly obvious coordination steps (e.g. not cancelling benefits with our previous provider, not inputting details correctly, not informing us to handle premiums directly), is frankly embarrassing.
When the next renewal window comes around, I will almost certainly be shopping around.