Towers Watson is an American firm that specializes in professional services such as human resource consulting, risk management, and investment consulting.
R. Watson & Sons was formed in 1878 in the U.K. The firm formed a global alliance with The Wyatt Company, an American company founded by B. E. Wyatt in the U.S., in 1995 and formally merged in 2005.
Towers, Perrin, Forster & Crosby was established in 1934 in the U.S. The company later changed its name to Towers Perrin.
In 2009 the two firms merged, creating Towers Watson.
Today the company assists many Fortune 1000 firms and has repeatedly appeared on Fortune’s list of Most Admired Companies.
Towers Watson trades publicly on the New York Stock Exchange under the ticker symbol TW, is #648 in the Fortune 1000, has 15,000 employees, and had $3.55 billion in revenue in 2013.
Towers WatsonTowers Watson is an American firm that specializes in professional services such as human resource consulting, risk management, and investment consulting.
R. Watson & Sons was formed in 1878 in the U.K. The firm formed a global alliance with The Wyatt Company, an American company founded by B. E. Wyatt in the U.S., in 1995 and formally merged in 2005.
Towers, Perrin, Forster & Crosby was established in 1934 in the U.S. The company later changed its name to Towers Perrin.
History
In 2009 the two firms merged, creating Towers Watson.
Today the company assists many Fortune 1000 firms and has repeatedly appeared on Fortune’s list of Most Admired Companies.
Towers Watson trades publicly on the New York Stock Exchange under the ticker symbol TW, is #648 in the Fortune 1000, has 15,000 employees, and had $3.55 billion in revenue in 2013.
Mr. Haley CEO :
Mr Haley please help the thousands with challenges with your company Via Benefits.
I realize there are always a need to change the names of companies that provide poor customer satisfaction just to keep people guessing …so now the name is Via Benefits a company with an F better business bureau rating and providing such a disservice to former corporate employees. As a retired Sprint employee I have been amazed as every time I call they have not helped. Last call with Candy, today, left me again wondering why, for the fifth time, they are not able to help. Simple reimbursement questions.
Mr. Haley, please review the customer complaints for Via and I think you will be surprised by the dissatisfaction.
Dennis Fette April 18, 2017
John K. Hurley, CEO
Towers Watson
901 N. Glebe Rd.
Arlington, VA 22203
RE: initiation of retirement benefits
I retired from Sears some years ago, and have tried to begin receiving my retirement benefits, without success. My ex wife was contacted by your QDRO (Qualified Domestic Relations Order) operation indicating that our divorce papers verbiage (from 25 years ago) was incomplete based on current requirements, and required additional clarification. She was told that this requirement was common and that, in our specific instance, would be simple… which it was, or should have been.
The additions that were requested of me were faxed to them (the QDRO people) on Feb. 23. Notarized and signed by a judge, per their instructions. We were told to expect a response within two weeks.
On March 22 (27 days later… 20 “working days”) I called their office and spoke with a lady named Marie inquiring as to the status of my benefits review. I was told that it was “almost completed”, and that a supervisor was reviewing it at that time.
It is now April 14 (50 days and 36 ‘working’ days), and still NO response from them. Not even the simplest courtesy of a basic form-letter email apologizing for the delay… to have been received by us from the QDRO folks somewhere along this ongoing 50 day trudge to let us know that somebody knows that we are still alive, and why the delay.
My response to the two provisions that required clarification was one sentence each. It takes 30 seconds to read them both. How much ‘review’ is necessary? Especially considering the fact that I had initially been told (per employee Denise) that what was required of us was minimal, and would be easy for them to complete.
Even if my attempt at clarification remains unclear to them, or is in some way incomplete, or requires ANYTHING, we should have received a response stating as much many weeks ago.
I emailed them last Thursday (April 13) and indicated that if I hadn’t heard from them by today (April 18), and that whatever issue that had existed had been resolved, that I would contact their Corporate Offices requesting help. No surprise… they have not contacted me.
Excuses. That’s human nature. But there is no excuse here. They have my email, they have my home address, and they have my phone number. But the most compelling item negating any excuse is that I have been waiting anxiously for this matter to conclude. I would respond immediately to any request or communication from them. But… nothing.
These people are showing no interest in helping me receive my retirement benefits. Why?I worked for Sears for many years and have earned those retirement benefits. How can they continue to ignore me. Completely unacceptable service in any company that I have worked for. Please help me out.
Dennis Fette
925-743-XXXXX
John J. Hurley, CEO
Towers Watson
901 N Glebe Road
Arlington, VA 22203
Re: Reimbursement of Medical Expenses
I am a retiree from Pepco Holdings and I get reimbursed for my medical and dental expenses. On January 30, 2016, I faxed two reimbursement requests to One Exchange. One was in the amount of $75.00 and the other was for $283.00. Because I have had numerous problems with One Exchange where they lost my request when I mailed them in I was told to fax it and in 48 hours I could call and check to see if they were received. I waited well past the 48 hour time period, I called and customer service told me that due to the high volume of requests, it could take 5 to 7 days. I called again on February 13th and I was told then they had absolutely no record of my fax. I asked to speak to a supervisor and was put on hold for 1 hr. 2 min. and 34 seconds! I then talked with a supervisor named Gary who also told me they could not find my fax. I once again confirmed the fax number and then asked if I could fax them to him. He gave me his fax number 402-231-4300. I asked him to please e-mail me if he received the fax. He replied yes he would. I faxed the two requests at 12:42 & 12:46 on February 13th. I did not get a reply on February 13th and on February 14th still not reply.
Once again I called Customer Service, had to go through the whole story again asked to speak to a supervisor again and was told I had to be put on hold and I said “please not 1 hour again.” I still was on hold for quite a while. When I talked with the supervisor and explained about Gary and the faxes she said she would have to put me on hold and once again I said “please, no more than a few minutes.” After 3 different times with her coming on stating she had not gotten hold of Gary yet, she then said she would call me back before 12:00 today, February 14th. I am sorry, but I did not get her name. My head was about to explode at this point. So, at 1:15 I calledl customer service again, went through the entire story again, asked for a supervisor, told her about Gary (her name was Dina) she put me on hold twice and the third time she told me it would be a while before she could get hold of Gary, maybe a couple of hours. But if I wanted to, I could fax her the reimbursement requests totaling 9 pages on one and 5 on the other, or I could scan and e-mail them to her. At this time I was just DONE!! I said I was going to contact the Executive Offices and basically got no response. I think it should be clear this is money that I am entitled to per my retirement after 35 years of service.
I send every drop of doXXXXentation I can get for the reimbursements. For my wife’s ultra sound it took me one year to get the out of pocket reimbursement. Now it seems every time I send a fax they do not know where it is.
Can you please help me get my reimbursements. Somewhere there is a major flaw in your system.
Thank You, Peter Law
I would appreciate a quick response. My phone no. is 954-933-XXXXX and my cell is 954-464-XXXXX
John J. Haley,
Chief Executive Officer & Chairman of The Board of Directors
Towers Watson
901 N Glebe Rd
Arlington, VA 22203
Subject: To Praise Mr. Skyler Black, OneExchange Telephone Representative In Your Center in South Jordan, Utah. He Went Above and Beyond the Heroic to Extract Answers Out of Humana Rx Plan Customer Service for Me on Thursday, December 16th
Dear Mr. Haley:
Humana was sending me letters and instructions out of sync with what I had heard from my One Exchange benefits counselor when I signed up. So I needed answers to two questions:
• Would my monthly Rx premium be direct debited from my checking account?
• Would Walgreens retail pharmacies offer “preferred cost sharing?
I called Humana Customer Service on Wednesday the 15th. I reached a rep in a USA call center who passed me on to a rep in an overseas center who, in turn passed me on to another who passed me on to another who passed me back to a rep in the USA—five reps in all. Net-net, I got lots of transfers and wait times and the refrain, “Please wait,” but no answers. All the reps were polite and earnest, but saddled with slow systems , off-on-off telephone connections, and splintered customer data access.
So I called One Exchange the following morning of the 16th at 8:10 EST. Mr. Skyler Black answered. He listened, checked my OneExchange file, asked some questions. He then said I had best return to Humana Customer Service for my answers because it was Humana records that had to be corrected for things to go right with billing and drugstore coverage in 2016. My heart sank. But Skyler promised to stick with me on the phone as we navigated Humana’s customer service tangle. And Skyler did.
He spent almost two hours at it, repeatedly saying it was his duty to me as a One Exchange client to do so. Humana Customer Service transferred us time and again. We endured dropped calls, long wait times that ended in disconnections, Humana’s slow systems, fractured customer files, and contradictory responses. But Skyler got the two answers I needed. Yes to direct debit. No to Walgreens. Skyler Black was masterful. [I was CEO of a global consumer credit business with call centers in North and South America, East Asia, and Western Europe. I know a customer service master when I see one.] Please pass this note to OneExchange Management