Summary: this company is full of liars and con artists, and their customer service is abysmal and will literally just tell you lies to get you off the phone, then when called out on it they will do absolutely nothing to fix THEIR issues.
The longer version: hyatt legal is one of the WORST companies i have ever had the displeasure to work with. They have absolutely no integrity whatsoever and could not care less about their customers.
I opted in through my employer back in 2017 but never had occasion to use them until november 2018, when i contacted them to find out if my situation (adult adoption) would be covered. After i explained it the lady i spoke to told me that it would be covered as long as the attorney i chose did that type of work, and even went so far as to issue me a case number and send me a list of attorneys to choose from. This past month i chose one, set up the initial consultation, and went in. About a week later the attorney called me and told me that they had denied my claim as it would only be covered if i was the one doing the adopting, not being adopted.
As this was not what i had been told when i contacted hyatt, i called them back and explained the whole situation and asked them what gives. The person i spoke to, Freddy, put me on hold to speak to a supervisor, then came back and told me that since they had misinformed me they would be covering my case after all. I was surprised, but pleased to hear this. I was further told that i didn't need to contact the attorney, they would reach out and let her know that it we were all set to proceed, AND that a supervisor would be following up with me directly to ensure that the matter was resolved.
After a week and a half of not hearing from either a supervisor or attorney, i called the attorney myself to find out whether hyatt had contacted them. Today i received a call that not only had they not been contacted, but they tried to submit the case again and were once again told i was not being covered.
So yet again, i called hyatt to see if they could get their story straight once and for all. This time i was connected to a "supervisor" directly. His name was Vaughan and he was extremely condescending. He told me that i was not being covered and that they would make sure that someone would follow up with Freddy to make sure everyone was on the same page, but refused to acknowledge that at this point the company has literally LIED to me. TWICE. Vaughan did not offer any further recourse and was essentially useless. At this point i disconnected because i was at work and had essentially just wasted my entire lunch break being on hold and then spoken down to.
A couple of hours later, i was called back by Gina, the supervisor with whom Freddy supposedly spoke. She said she had listened to my calls, and informed me that he had no authority to tell me any of what he told me. She once again tried to tell me that they would follow up with Freddy, which is absolutely useless to me, and tried several times to pin the whole matter on the attorney- supposedly it's "up to them to decide what is and isn't covered", but when i asked if i then ask the attorney to pretty please cover my situation would that solve the issue, naturally of course no it's still not going to be covered.
She ALSO tried to tell me it's MY fault for not telling the first lady that i spoke to that i was the one being adopted. First of all, i'm 27, and i sound significantly younger on the phone; when i contacted the attorney in the first place one of the things she said in her initial voicemail back to me was "from your voice you sound young, so i'm guessing you're the one being adopted, congrats!" second, the lady i spoke to didn't ask ANY clarifying questions about my case, and having never dealt with the legal system before, i had no way to know that this was information i needed to provide. So that is also absolutely their fault either way you cut it.
No one at hyatt made any effort whatsever to do ANYTHING to resolve the problem, which again, is the HYATT LEGAL LIED TO ME MULTIPLE TIMES. They wouldn't even acknowledge that they lied, that their reps failed to ask any clarifying questions, or that they have any responsibility for this situation beyond "we'll follow up with Freddy". Hyatt legal is the WORST.