Advanced Insurance Brokerage Reviews (%countItem)
Advanced Insurance Brokerage Rating
Address: 1463 Oakfield Dr STE 123, Brandon, Florida, United States, 33511-0802
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Due to AIB withholding vital information regarding coverage start date, I now have over $800 worth of medical bills.
Problem date: 10/30/19 and ongoing
Purchase date: 10/30/19
Sales Rep: David C.
In order to find the best health coverage for my family, I reached out to AIB to have experts help guide me, as we had some specific needs: coverage would be relatively temporary through the course of a job change for my spouse, I am expecting a child (therefore, short-term coverage was not an option), we have a 1 year old daughter. I was very clear with the sales rep, David, regarding our need for coverage to begin by 11/1. I was assured this could happen on 10/30 by David. David was helpful up front with communication until the sale was made. Once the sale was made, however, his email responses and returned phone calls became much less prompt when my need was regarding further documentation that was required. In fact, it took nearly a week to have a response from him stating that he could submit the documentation for me since he had access to my application. Then, once the documents were provided, it took nearly another week for the documents to be submitted, making submission occur on 11/15. The following is the information I was never provided by David: Though the application was complete by 10/31, the documents were necessary for coverage to begin. Additionally, apparently even if documents were submitted by 11/1, that would mean that coverage would not begin until 12/1. I was unaware of these facts until I received a notice in mid-November stating that coverage had not yet begun. By that time, I had already made and attended both prenatal and well-checks for myself and my daughter, which included immunizations, prenatal bloodwork, and an ultrasound. With lack of coverage, the bills now total over $800. Since that time (now nearing 3 months) I have attempted to communicate with David in order to rectify this situation. I have been met with less than prompt (days go by) replies as well as the message that there's nothing they can do, even though he owns that it was his mistake to not share that information with me regarding the dates of coverage. Due to lack of response from David as well as the desire to talk with a decision maker, I have also attempted (with zero success) to reach Darrell Griffey who I believe is the Sales/Operations president. Over the last 3 months, I have sent Darrell 5 emails and have attempted to reach him by phone 4 times with no success. Until the last month, my reaching out would then prompt David to respond, as it was his lack of response that caused these communications with Darrell. However, in this last month, I have only received radio silence from AIB, though I have been clear about the financial hardship their mistake has placed on my family and me. The last time I spoke with David (January 10), we looked through the bills and coverage to see what would have been covered had coverage started on 11/1 (which was the date that had been guaranteed to me). Through this discussion, AIB would need to offer me approximately $250 in order to remedy their mistake. Though this may not sound like a large number to a large company, it is absolutely a large number to a small but growing family. To know that since the day that we actually discussed numbers, I have now received utter silence from David C., Darrell G., and AIB as a whole, is both discouraging and disheartening. I hope they can still make this right.
David C./Darrell G. needs to offer further clarification regarding what would have been covered had coverage began on the guaranteed date of 11/1/19. Based on my calculations, the amount that should be provided to me is approximately $250.
Contact Name and Title: Eric M. President
Contact Phone: XXXXXXXXXX
Contact Email: ***@aibmail.com
I want to start by apologizing for any lack of communication or returned phone calls or emails from management regarding this situation. This should have been escalated beyond management and somehow that was not done. We have address this with management and the agent to ensure this does not happen again. We are a small company that is family owned and operated. We believe in doing the right thing 100% of the time. When someone calls in on the last few days of the month needing coverage for the 1st of the following month, it's always a tough situation both for the agency and the customer as insurance carriers have different rules regarding when a plan goes into force. This was a mistake that we will make right. Please contact Eric M. at X-XXX-XXX-XXXX so I can help rectify the situation. Thanks!
(The consumer indicated he/she DID NOT accept the response from the business.)
After having received the response from the president of Advanced Insurance Brokerage on 2/18/20, I have called and left voicemails at the number provided twice now over the course of 6 business days. Not only did my calls go straight to voicemail (as did all my previous calls), but I also still have yet to receive a call back. Mr. M. (president) stated in his response that they are a family owned business and that they "believe in doing the right thing 100% of the time." Unfortunately, this appears to be a fallacy, as I cannot even receive a call back to collaborate on and determine a solution. This is highly disappointing as I believe someone's word holds great value; since November, I have experienced AIB's word falling flat.
After my most recent response (which did not accept AIB's response), I was able to connect with Eric M., president of AIB, and he was more than accommodating and helpful in resolving the issue. I was reimbursed the amount I requested, and Mr. M. followed up with his employees to ensure that they were both held accountable as well as educated so that this type of lack of communication will not occur again. I feel satisfied with how the problem was resolved, and I appreciate the follow-through from Mr. M..
Hello,
Just to clarify about case #XXXXXXXX. I did provide another follow up as of 2 days ago saying that AIB and I were finally able to connect and they resolved the issue. I hope that response will be published on Revdex.com as well.
Thank you!
I recently signed up for health insurance with AIB. Stuart the rep, overstated the coverage, misrepresented the product and acted unprofessional.
I purchased a multiplan from Stuart at AIB on 2/28/19. Stuart had told me I was getting a PPO plan which I could use anywhere. This morning I woke up with a swollen eye from a possible allergic reaction. I immediately went to a local urgent care where I was turned away since this is NOT a ppo plan. Stuart had told me it states PPO on my insurance card which it does not. In fact when I log into the 'Multiplan' site to look for providers there are several options for types of plans- 'Limited benefit plan' and 'PPO' My plan is the 'limited benefit plan' However Stuart still continues to insist I received the PPO.
In one of the emails I sent to Stuart, I mentioned I was simply frustrated as I missed a day at work and I still haven't been able to find a provider that takes the insurance he sold me. To which he stated 'I've been on hold for 20 minutes, so don't play that card with me sir.' Apparently stating that he was missing out on work/money at my expense.
The unprofessionalism and misleading sales tactics Stuart showed in the multiple emails and texts have no place in good business practices. I'm not typically one to complain but I don't want anyone else to go through what I have.
*I do have text message as well as email evidence of everything I've stated.
I signed up for this insurance on 2/28. The first time I attempted to utilize services I found out it was not as promised and I'm unable to find a local provider. I'm requesting to cancel the plan and receive a full refund in the amount of 272.86 I'm still unable to confirm this plan is going to be canceled by AIB, so I'm asking my bank stop any future payments.
4/15/2019
Revdex.com Case # XXXXXXXX
RE: ***
I am writing this in response to Mr. complaint against one of our independent agents Mr. Stuart Burdette. The plan that you purchased from Stuart Burdette does in fact include access to the Mutiplan PPO network. We apologize you had a bad experience at the providers office, and you were given incorrect information, and turned away. We know how inconvenient this can be.
The plan requires the member to call the carrier to cancel, if you called into our office, we can only walk you through how to cancel with the carrier. We cannot cancel on behalf of a member. Considering you are within the first 30 days of the plan they should have no problem issuing you a full refund.
Regarding Stuart being unprofessional. We will not tolerate unprofessionalism on the part of any agents we contract with. We will speak to Mr. Burdette immediately to insure this does not happen again. We appreciate your feedback and apologize for the inconvenience and for the bad experience you had with Stuart.
Sincerely,
Eric M.
Horrible customer service. I put in an application.. they messed up my last name and put in a completely different one into the system. I called, emailed and no one would give me the time of day to chat and have it corrected. They ignored me. Shamia R. is an unprofessional broker. I have no healthcare coverage thanks to them.
I had fraud on one of my credit cards around thanksgiving of 2017. I called Hayes(the owner) to update my form of payment for auto draft. He immediately renewed my policy with the form of payment I provided, but failed to put it on file for monthly billing. I received a notice on Friday Jan.19 that my insurance policy had been cancelled almost a month prior due to non-payment. I always have sufficient funds and if he'd updated my card correctly there would be no issue. I was never notified and once he renewed my policy it was clear he didn't care about anything else. I've reached out to him almost 20 times since I received the notice to see the status of my current policy. Never got a call back after the first time when he answered and acted like he couldn't get into his system (assuming he realized his mistake.) I reached out to the actual insurance company and they told me my insurance policy was cancelled and was ineligible for reinstatement. I have tried to get other quotes for insurance and they want to charge me almost 5 times as much as I was paying before. Which I am unwilling/unable to do, due to the fact it was not my mistake that cause the policy to get cancelled.
Product_Or_Service: Car insurance
Account_Number: ***01333844
Finish the job I would like for my policy to be reinstated/rewritten at the rate i was paying or to have him pay the difference on whatever the new policy runs, due to his mistake and lack of accountability that caused this issue. He has left me vulnerable and without coverage and refuses to get back to me.
Contact Name and Title: Lisa B.
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@aibmail.com
Upon notification of this client's issue, I immediately reached out to him to assist in a rewrite of his coverage to make sure he was not without insurance. The price did increase slightly, however, his policy was due to renew in 2018 and this carrier is experiencing 15-20% rates increases in FL as a rule. There was however a small lapse surcharge that will be removed upon the next renewal in 6 months. Unfortunately, Hayes, who is not the owner of the agency, but rather an agent, should have reached out directly to the carrier or asked that he call our office main # so that we may assist in completing a revised EFT draft form so that we may submit and ensure the payment was properly deducted.
Swift disciplinary action has been taken with this agent and company policy reinforced to ensure that this does not occur in the future. My sincere apologies for any issues this has caused for Mr. and I did express this to him when we spoke on 1/23, 1 day prior to the generation of the complaint letter. Our goal is to be sure that our clients can reach us at any time to assist with policy questions and changes and this is not representative of our level of customer service.
Thank you,
Lisa
(The consumer indicated he/she ACCEPTED the response from the business.)
Lied to from the beginning from Agent. False information was put on document, and now no one from the company will speak to me.
I wrote an original policy with this company a few years ago, I have had no problems until this year. The original agent I was working with is in a different part of the company, so has passed me on to Brittany M, someone that he thought would be able to help me. I'm not saying the whole company is bad. Now, I wrote a new policy with her in December of 2016. Everything was fine, had good communication, had no issues until April of this year when the policy is now all of the sudden raised from $197.00 a month to $553.00 a month, which I cannot afford. The first 2 weeks, I would say that she tried to help until I started asking questions and digging in further as to why this happened in the first place. After that, communication was at a bare minimum. If I even got a response within a week I was lucky, if I even got one at all. Not to mention, they screen your calls, so they will just not answer at all. From the beginning of this madness, I was told by Brittany that she was putting in my application as married but filing separately because that would be the best way to get a cheaper policy that was affordable. Now, I questioned this because it did not sound right at all and I was told yes you can do that and "I would never do anything to jeopardize my license." She also told me various ways that I could get that policy even lower. She stated that I did not have a tax credit and if I did, it would only be about $21.00 anyways, so no reason to go that route. Come to find out, I have had a tax credit from the beginning of $353.00 a month. The only way to get a tax credit from the Marketplace is to file jointly, well that is not what was supposed to be submitted. According to the marketplace, we put in as filing jointly all along and that someone from this company then went into my application as of April 10th and changed my status, again, something I did not authorize anyone to do. So now, the Marketplace claims they are coming after me for fraudulent and criminal charges for falsifying information, and that I should never have had a tax credit so I have to pay all that money back at the end of the year. They also requested further financial documents from me, when asking Brittany what was acceptable because my job is not a normal job with pay stubs, I was told I can submit a financial letter from my company with all the amounts of paychecks that I have made, and again, this is also something that the Marketplace will not accept. And wouldn't you know, I was told that I should have read the paperwork. Finally I got so fed up waiting for a response I asked to speak to a manager and was given to Darrel. Yes the first 2 phone calls, he was helpful and even gave me his direct number to contact him as soon as I received correspondence. About a week later, I tried that, left 4 messages in a week and a half, no response. May 16, called Darrel twice, got nothing, so started calling Brittany about 3 times. Finally got a nasty phone call from her. Nice agent gone, she was so rude and arrogant, and she even swore on the phone. I have no idea why anyone would want someone like that representing your company. Tried to ask why they put in the wrong status, and why they would not make up for the mistakes that they made, and she would not give any answers at all and would not take resposibility for anything that she did at all. Blamed everything on me. Told because I said that I would contact an attorney if I did not hear anything that she would no longer speak to me and that she does not get paid to speak to me, she gets paid to write policies and that she had been on the phone for 30minutes, and i'm harassing. Telling someone that they are a waste of your time does not help your cause. Supposed to get a phone call back from Darrel, and wouldn't you know it, I got nothing. Still to this day I have heard nothing and have no coverage for something that was done without my authorization. This is not ok and I will not leave it alone.
I would like the individual to make good on what she said that she was going to do from the beginning. She needs to be the one to make this situation right. If everything was done from the beginning like I was told, non of this would ever have happened. I will not stand for this, nor will I just roll over and take it. The agent needs to be held accountable and needs to make good on what she has done. Not to mention, there obviously needs to be more training before policies are written and she should not do any favors for anyone if she cannot follow through. I understand that mistakes get made and that we are all adults. It is the way that you make up for those mistakes that shows your real character. Being threatened, and a rude, insulting phone call is not good business, and neither is being lied to. Should also stop screening your calls, you are a company that works with the public and when they have questions, and concerns, they should be able to rely on you. Not just write a policy and be thrown away. That is so horrible to do to someone. I have attempted to contact the agent and management numerous times with no responses, so I have no choice but to go through all the channels to get a response.
The consumer originally purchased a policy from us for the insurance year 2016. She reached out to her original agent within our company during open enrollment for 2017. The reason she contacted us was that she received a notice her plan would no longer be available. Her original agent is now in a different department of the company, so the consumer was given another agent in our company to try and assist her. The consumer granted us access to her original Marketplace account that she created in previous years. With that access, all we had to do was choose the plan she wanted to sign up for. All her pertinent information regarding her application was already completed as an existing account so there were no changes we made to her personal information. The only reason she called us was to get help in just choosing a plan.
The plan we helped her choose took quite some time because the consumer had many things she wanted as part of the plan. Although there were no such plans available that met all her wants, we were able to narrow it down to the plan that she signed up for and best fit her needs.
When we signed the consumer up for her plan, as we do with all customers, we fully explained what the next steps in the process would be. We then emailed her the "Eligibility Results" that contained a list of acceptable documents to choose from that were required to be submitted to the Marketplace within a certain period of time. This was also mailed to her directly from the Marketplace which is the practice for every person who buys a plan through the Marketplace. The consumer did provide us the information that was needed and we uploaded the same day we received the required information from the consumer.
A few months go by, and starting in April, we were contacted by the consumer regarding her loss of financial subsidy for her plan.
We explained to her that we were not aware of this, as that is completely between her and the Marketplace and there is no reason the Marketplace would contact us for any reason. She was very upset and said that the Marketplace kept giving her different information based on who she spoke with. After she made several phone calls to the Marketplace, she contacted us again with another update. The latest update was that she believes we made a change to her filing status through her Marketplace account sometime in April which is why she can no longer afford her plan. We explained that there has been no reason to re-access her account other than when uploading the required documents as a favor to her, as she requested.
Because the Marketplace would no longer offer a subsidy, the consumer asked that we find a new plan that fit her budget and medical needs. The limited plans available in her area during closed enrollment upset the consumer as she wanted a plan that did not exist. We recommended that she contact the Marketplace directly to keep her current plan, although at a higher rate than she wanted. Consumer refused to contact the Marketplace again, or keep her plan, and repeatedly demanded that we should be able to offer a plan that fits all her demands and at an affordable rate. Had the same conversation with consumer several times a day with agent, manager, and customer service team.
Consumer then began sending irate e-mails and text messages to agent stating that the agent needed to find a plan immediately or else consumer will take legal action. Repeated phone calls and means of contact the consumer made to us, each time with a different problem and different story. The latest being that the consumer was just terminated from position at work and demanding that the agent get consumer qualified to "report a life change" in order to get a less expensive plan that again, meets all of her coverage needs. Consumer was referred to the Marketplace. Consumer refused to speak with the Marketplace, but wanted a subsidized plan in order to meet her desired budget.
Overall, helping the consumer narrow down options for health insurance was done only to try and assist her from the beginning. The plan that was suggested to consumer was not a plan that our company works with, we don't receive any compensation for, but it met the most amount of consumer's desires in comparison to any others. Consumer was referred to the Marketplace for all inquiries from that point forward because her business was with them. Unfortunately, there is no plan available during open enrollment or during closed enrollment that met 100% of consumer's requirements. Agent explained repeatedly that we are unable to create a plan that does not exist. Consumer made it very clear that she felt our company should be able to find or create a plan that fits all of her needs, and became irate when she was told that no company can do that.
(The consumer indicated he/she DID NOT accept the response from the business.)
They are lying, as most of this is not true. First of all, Brittany did access my original account made with the Marketplace, and again let's get something right. I never made this account, they did. I was never told that they would use the information that was already there. She specifically asked me if we could file separately because it would save me money. Again, I asked if this was aloud because I did not think that it was if you were married. According to her, it was because again, she would never do something that would jeopardize her license. That is a direct quite from her, so why do you think I would tell you to use that application with the same information if we were changing it? I wouldn't. She lied to me from the start. The last phone call that she made to me, she admitted to having this conversation with me. You tape the conversations, listen to them. The Plan that we picked, took one day to choose and write, to me, that is not a lot of time at all. Another lie. Not to mention, you keep saying something about the subsidy. I was under the impression that I did not have a subsidy. Brittany clearly told me that when we file separatley that you do not receive a subsidy and if I decided to file jointly, my subsidy would only be $21.00 so it was not worth it. I did not even know that I had anything until April. And just for your information, $21.00 and $353.00 is a huge difference in the amount of subsidy I was to receive. I understand that she told me what documents I could use, I fully explained that and let her know that I did not have pay stubs as my job is not a normal job. She clearly told me a letter from work would be acceptable, it is not. Again, more training needed here. But now all the sudden from this response, I have turned what was requested., unbelievable. And just to let you know, Brittany told me to call back when I had received the document to upload as that is part of an insurance agent's job to actually do what they are supposed to to help the consumer and actually try to assist them, not a favor to me at all. She wanted it on record because the Marketplace has said that they have not received paperwork in the proper time frame, so she wanted a paper trail, which is why she did this. Fast forward to April, I did receive a letter from my insurance company starting that May 1st, the new amount to pay for my policy would be $553.00 a month from $197.00 a month. That's a major jump. Yeah, I did call Brittany, never received a call back, no surprise there, so I did text her, let her know about what was happening, and wouldn't you know, I get a I'm not in the office, but you have been with the company for years, you are my first priority when I get back. Heard nothing for 3 days. So I called again and texted again, I was told that she was looking into some other plan that did take pre-existing conditions and as soon as she heard she would get back to me. 2 Days later, all I got was a call BCBS and cancel your automatic payment so that it would not come out of my account for that month. Wouldn't even respond when I tried to ask her what she meant. Fast forward to another week and a half, called and texted again, still no response. This is after I spoke to the Marketplace many times. I think it is funny how I spoke with them many times, but then didn't speak with them at all. It's one or the other people. By the way, this is where I found out that you changed my status and the original application that you turned in, not what I believe happened. This is directly from the Marketplace. Called office and spoke to Darell, this is the part that I spoke to him and he did say that this was messed up and that he needed to look over everything and to give him an hour and he would get back to me. I asked him to please not ignore me as all I wanted was to figure out what had happened. I was promised that he wouldn't and he would make sure that he put a stop to that right away. Brittany was the one that contacted me that day and let me know that Darrell would call me the following morning and that she was happy I involved him because she had trouble. Next day rolls around and wouldn't you know, I had to call, shocker. Did speak to Darell about the situation and I did let him know that all I wanted to understand was what happened and what we could do to correct this situation. All I was told was that the Marketplace would not come after me for criminal and fraudulant charges because there are so many loop holes in the Obamacare and he has never seen them do that before. This is when he gave me his personal extension and phone number to get in touch with him when I received the decision from the Marketplace and he would let me know hat plan to pick. A week later, tried to call, and yes I did call him 4 more times over that week, he would never return my calls. I also did try to get Brittany as well. Never got any response. I did receive an e-mail from her about a week and a half later with her explaining that her company has tried many times to get in touch with me and they were unable to. Wouldn't you know it, another lie, I have my phone with me all day, not one phone call, so yes I did get upset over this. You never contacted me and neither did your company. Brittany, I have spoke to Darrell twice, and I have spoke to Jasmine twice, I only know about Greg because I was told that he helped write the policy, I have never spoken to anyone else other then the original agent. Another lie. I never sent one irate e-mail or text message. The only thing that is true is that after 11/2 weeks of not being able to get her, I did say that if I did not hear anything within the next 2-3 days that I would pass this onto my attorney. You better believe I did. They know what happened, and I have everything to back myself up, and I would say it again. There is no harm in having someone else look at something when you know you have been ***. Every time I made a phone call it was with the same problem, they would just never answer anything to clear it up and still won't, it was never with a different problem. She also did tell me that if I ever had a life change that I should contact her so that she could update my information. Well that again seems to be a problem for her to do her job. That last paragraph you wrote is a bunch of bull. I never demanded you to write me a plan nor would I ever do that to anyone. You can't do it when it is not open enrollment, you can't do it, your wonderful agent kept telling me that she could write me a plan. There was not several options given, there was one and when she made that nasty phone call to me the very last contact I had with her, she said that there was a 12 month waiting period. Nice, that would have been helpful to know 3 weeks before. I never requested a plan that met all my needs, just that it would pay for medication, I requested that from the beginning and that is all that was paid from the beginning. Again, another lie. Further more, I have been doing a lot of digging in my time. I have found out lots of interesting stuff to move forward. This week I spoke to a special Agent at the NCIB, who is all over this case. He also put me in touch with the Lieutenant of the *** Police Department because what was done was also criminal Fraud and Identity Fraud. On top of the Revdex.com, various sites, and I have spoken to an attorney. This is not over, I am coming and I am coming hard. You should prob. rethink your fabricated story and make sure that you actually take responsibility for your actions in life. Lastly, I do not care if you get paid on the plan or not. That is your problem, If you do not want to help someone because you are not getting paid for it then the smart business move would be to not write it. You do not throw that back at a consumer because you decided to make a not so smart decision. You wrote the policy, you should see it thru. Not just throw them out because you don't get paid. I'm surprised with that attitude that you have business at all. Or at least give it to someone that actually cares and will help. That should have been done from the start if that was the case. I was told by Brittany that the original agent works in another part of the business and that she was going to help him because I was his client. I didn't know that they didn't make money on it until she made that inappropriate phone call at the end, where yes she did say I was a waste of her time. That's fine, I can be a waste of your time, but I will spend every waking moment making sure that I will be a part of your future. Get ready, it's coming. Next time write a truthful response. Not one that is fabricated in the mind of someone who could care less about anyone but herself. Not really sure how this response is really supposed help with the problem. It is still there. Why don't you do something constructive and get it done and get it done. There's a thought.