The way Gusto works, employees fill out a form on Gusto's web site and elect their benefits (health, dental, etc.). My company offers only one dental insurance option, a PPO. I selected the PPO option during the open enrollment period and Gusto sent me a confirmation email showing that I had selected the PPO.
However, when Gusto submitted the forms to the insurance provider, they mistakenly checked the "HMO" box. I found out when I was at my dentist's office for an appointment and they sent me away because I no longer had insurance they accepted.
First, I logged into Gusto to check my account. Sure enough, I had the PPO. I called back my dentist's office and told them they must have made a mistake. They called the insurer and, once again, insisted that I had been switched to an HMO. I called up Gusto to ask what happened. I explained it to the Gusto customer service rep after waiting on hold for a long period of time. The customer service rep said they would call the insurance company and sort it out. They never did. I never heard back from Gusto.
Eventually, I got hold of someone at the insurance company. They sent me the form that Gusto had submitted. It showed the wrong box checked. I had to submit a former requesting a change back to a PPO. A week has gone by, and still no PPO.
I called Gusto to ask them to help speed the process up. I'm just sitting on hold listening to the music while typing this review. I would not recommend using Gusto for anything.