All Creatures' Inn Inc.

In response to the Revdex.com complaint submitted on 5/8/by Ms.*** *** (“Ms*** or “Member”), with an assigned ID of ***, Trover Solutions, Incresponds as follows: Trover Solutions, Inc(“Trover”) apologizes for any confusion that may have occurred with Ms
*** receiving our lettersTrover is not a fraud or scamTrover’s letters are not phoney, are not phishing, are not attempting identity theft, and are not an attempt to collect a debtHopefully this explanation will operate to clarify who Trover is and how we are contacting her on behalf of *** *** *** *** ** *** (“***”)Trover is a duly organized corporation under the laws of the state of Delaware and is validly authorized to do business in all fifty states, including MinnesotaTrover is a legitimate business engaged by Ms***’s health insurance company ***Trover is an accredited Revdex.com member with an A+ ratingTrover is an insurance subrogation firm providing services to a number of the nation’s largest health plansTrover is legally and contractually allowed to contact the member to make certain information requestsTrover provides services for *** pursuant to a contract between the two companiesTrover is acting as an agent for *** to provide investigative services as allowed under Ms***’s insurance contract with ***While *** (and Trover) knows that medical services were provided, no information is known as to the cause of the injury/issue or whether there might be a third party liable for the injuries suffered by the member, or someone under his policyThe information requested by Trover from the *** member is supplemental to the information that has already been filed with the original claim for coverageTrover’s process involves sending letters to *** members in order to facilitate the exchange of information between the member and Trover customer service to verify details related to the medical claims paid and processed through ***With regard to Ms***, it appears that the facts are as follows: • The Member has been sent at least one (1) letter requesting that she contact our customer service department to discuss treatment rendered• Trover is not seeking money from Ms*** or her familyRather, Trover, on behalf of *** is simply seeking information for which it is legally entitled• We apologize that Ms*** has been met with long wait times or office closuresAn alternative for her would be to submit her simple response on Trover’s website (www.troversolutions.com)Or, try again to make a short follow up call to the customer service number listed on the letter by Ms***Either avenue would quickly resolve this matterTrover is not a fraud or a scamIn fact, Trover’s services allow health insurance companies to be reimbursed by responsible parties for claims paid on injuries that are the responsibility of third partiesThese recoveries act to reduce insurance premiums

Response:
Follow Up ResponseTrover has fully responded to Ms***'s complaintThe response fully explained who Trover is, its role, and its contractual relationship with Ms***'s mother's health insurance companyTrover is a fully accredited member of the Revdex.com with an A+ ratingWe appreciate Ms***'s opinion as to the professionalism and content of our letterhead and that information will be provided to the appropriate members of Trover's teamThat notwithstanding, Trover is not scamming for informationTrover is neither a fraudulent entity nor a scammerTrover has been engaged contractually by Ms***'s mother's health insurance company for the purposes of determining whether subrogation opportunities might exist as they relate to the professional services rendered to Ms***'s motherI have no idea as to why the letter mailed to Ms***'s mother was postmarked in ***The undersigned will be happy to discuss any further concerns Ms*** may haveI can be contacted at***Thank you.*** *** Associate General Counsel Trover Solutions, Inc

In response to the Revdex.com complaint submitted April 25, by *** *** (“Mr***” or “Member”), with an assigned Revdex.com ID of ***, Trover Solutions, Incresponds as follows: Trover Solutions, Inc(“Trover”), a duly organized corporation under the laws of the state of
Delaware and is validly authorized to do business in all fifty states including CaliforniaTrover is an insurance subrogation firm providing services to a number of the nation’s largest health plansIn this case, Trover’s client is *** *** (“***”)Trover is not a fraud, scam, or identity thief, but a legitimate business engaged by ***In fact, Trover is an accredited Revdex.com memberTrover is not attempting to collect a “debt” or ANY money from Mr***Trover is simply requesting information related to the need for medical services already providedAs provided for in ***’s insurance contracts with its insureds and employees, *** subcontracts its rights to pursue potential subrogation claims to TroverIn order to keep healthcare costs low for all *** members, *** has contracted with Trover to review medical services provided and/or paid claims that may have been the result of an accident or injury (such as an injury in the workplace) in order to determine whether another party or insurer should be responsible for the cost of the treatment (a/k/a third party liability)Information related to workers compensation claims are exactly the kind of information that *** is seekingAfter receiving and processing data files of paid claims provided by ***, Trover analyzes files to identify claims with potential subrogation rightsTrover’s process involves sending letters to *** members simply to facilitate the exchange of information between the member and Trover customer service center to verify details related to medical claims processed through ***Trover is legally and contractually allowed to contact the member to make certain information requestsWith regard to Mr***, it appears that the facts are as follows: • The Member has been sent three (3) letters requesting that he contact our customer service department to discuss the treatment rendered• As of this date, no response has been received by Trover• Trover is not seeking money from Mr***Rather, Trover, on behalf of ***, is simply seeking information for which it is legally entitled• A simple response on Trover’s website (www.troversolutions.com) or a short call to the customer service number listed on the letters would quickly resolve this matter and enable Trover to close its fileTrover apologizes for any confusion that may have occurred upon receipt of our written correspondenceAs outlined above, Trover’s contact letters are not phoney, are not phishing, are not an attempt to at identity theft, and are not an attempt to collect a debtHopefully this explanation will operate to clarify who Trover is, how we represent ***, ***’s potential rights of reimbursement, and Member’s obligation to cooperate in the future

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Trover Solutions (what a Misnomer) was notified by a Supervisor of *** *** *** while I was on the phone with *** different times*** *** *** has NO Issue with me my family and/or any status of any claims, so I do not care if Trover is a third party ProviderI communicated with my First Party Provider and My First Party Provider again Has no issue whatsoever with my claims or any of my claims current or past statusI do not have to oblige Trover with any information, so long as my Provider *** has stated as suchWhy you would write such a threatening letter without checking first with my Provider is beyond comprehension, or even e-mails generated from *** *** Shield, (of which there is ample documentation, as every-time I call my Provider, they say they can see each time I called, and their own response which was to send Trover an e-mail with Trover's identification number ) If Trover does not read their notifications from ***, then that is their concernHow you get an A+ Rating with threatening e-mails wherein the Provider has no issue with the client is not germane to the Fact that you have no case if the first party provider, states soBeing an Investigator for the Attorney General for over Plus Years, I know that if you have no complaint, then you have no complainantNo Complainant means your inquiry is unfounded and lacking

In response to the Revdex.com complaint submitted on 3/12/by Ms*** *** (“Ms***”), with an asigned Revdex.com ID of ***, Trover Solutions, Incresponds as follows:
After review of Ms***’ complaint, Trover is glad to have the opportunity to explain who we are
and why we have contacted herTrover apologizes if Ms*** misunderstood Trover’s role and potentially misinterpreted the attempts to obtain additional informationThe inquiry is simply an attempt to gather information on behalf and at the direction of *** TX
Trover Solutions, Inc(“Trover”) is a duly organized corporation under the laws of the state of Delaware and is validly authorized to do business in all fifty states, including TexasTrover is an insurance subrogation firm providing services on behalf of a number of the nation’s largest health/disability plans
In this case, Trover’s client is *** (“***”)Ms***’s insurance is through *** *** of Texas, a division of *** has a contractual arrangement with Trover whereby *** asks Trover to perform subrogation investigation services on their behalf
Trover is acting as an agent providing *** with investigative servicesThe information sought by Trover is information that it is entitled to request from the insured and the insured is obligated to cooperate pursuant to the terms of her insurance policy
The information requested by Trover from Ms*** in the letters sent is supplemental to the information that has already been filed with the original claim for coverageWhile *** (and Trover) knows that medical services were provided, no information is known as to the cause of the condition necessitating the medical care or whether there might be a third party liable for payment
In this case, the first discovery letter on this particular event (*** event #***) was sent on 1/21/16, followed by an additional letter on 3/9/16, each simply seeking informationAs of this date, no response has been received by TroverTrover is not a bogus or “fly by night” company, or a fraud or scamAnd, the request is NOT a violation of HIPAAThrough its contractual relationship, Trover is a “Business Associate” of *** (who is a “Covered Entity”) under HIPAAEverything being done by *** and Trover is in full compliance with all applicable federal and state laws, including HIPAA. In fact, Trover is a Revdex.com Accredited Business with an A+ ratingTrover’s services allow health insurance companies to be reimbursed by responsible parties for claims paid on injuries that are the responsibility of third partiesThese recoveries act to reduce insurance premiums
6. Ms*** can respond to Trover in one of two easy ways: 1) respond via Trover’s online secure website at any time of the day or night or 2) call Trover’s customer service department during extended business hours M-F, and abbreviated hours on SaturdayTrover commits to keeping the conversation brief/to the point and asking only those questions necessary to determine whether a third party liability claim exists

Response:
In response to the Revdex.com complaint submitted on 8/17/by Mr*** M*** (“Mr*** or “Member”), with an assigned ID of ***, Trover Solutions, Incresponds as follows: Trover Solutions, Inc(“Trover”) apologizes for any confusion that may have occurred
with Mr*** receiving our letter and the subsequent phone conversationTrover is not a fraud or scamTrover’s letters are not phoney, are not phishing, are not attempting identity theft, and are not an attempt to collect a debtHopefully this explanation will operate to clarify who Trover is and how we are contacting him on behalf of *** *** *** *** of Massachusetts (“***”)Trover is a duly organized corporation under the laws of the state of Delaware and is validly authorized to do business in all fifty states, including MassachusettsTrover is a legitimate business engaged by Mr***’s health insurance company ***Trover is an accredited Revdex.com member with an A+ ratingTrover is an insurance subrogation firm providing services to a number of the nation’s largest health plansTrover is legally and contractually allowed to contact the member to make certain information requestsIn this case, Trover is not using *** as a coverTrover provides services for *** pursuant to a contract between the two companiesTrover is acting as an agent for *** to provide investigative services as allowed under Mr***’s insurance contract with ***While *** (and Trover) knows that medical services were provided, no information is known as to the cause of the injury/issue or whether there might be a third party liable for the injuries suffered by the member, or someone under his policyThe information requested by Trover from the *** member is supplemental to the information that has already been filed with the original claim for coverageAfter receiving and processing data files of paid claims provided by ***, Trover analyzes those files to identify claims with potential subrogation rightsTrover’s process involves sending letters to *** members in order to facilitate the exchange of information between the member and Trover customer service to verify details related to the medical claims paid and processed through ***With regard to Mr***, it appears that the facts are as follows: • The Member has been sent at least one (1) letter requesting that he contact our customer service department to discuss treatment rendered to someone in his family• Trover received a call from Mr*** and was informed that the treatment rendered involved his sonHowever, Trover did not obtain the basic information on the cause of the injuries/illnesses for which his son received treatment• Trover is not seeking money from Mr*** or his familyRather, Trover, on behalf of *** is simply seeking information for which it is legally entitled• A simple response on Trover’s website (www.troversolutions.com) or a short follow up call to the customer service number listed on the letter by Mr*** or his child (if of legal age) would quickly resolve this matter and enable Trover to likely close its fileTrover is not a fraud or a scamIn fact, Trover’s services allow health insurance companies to be reimbursed by responsible parties for claims paid on injuries that are the responsibility of third partiesThese recoveries act to reduce insurance premiums
Sent on: 8/18/1:35:PM

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
If this company was appointed by Mother's insurance company, they would have had her account information on the letter instead of an attempt to have her contact them using an event number This could be very confusing for the average senior citizen, however, she is not I'm reporting this to protect others The letter head was very poor and unprofessional Please explain why mail from Kentucky was metered in *** I need to understand that before I can let this go Maybe there is a scam on *** *** that needs investigation or *** Hospital
Regards,
*** ***

Calls are often recorded for training purposes, however, after days, any recordings are destroyed. As such, Ms***'s recording is no longer available. Trover maintains notes in the electronic file of the contact made and any responses from the responding member.The response made to Ms*** was not generic, but in fact generated directly in response to her specific complaint after reading the complaint and analyzing her file in order to determine the facts and circumstances of her file in light of her complaint. Trover would be happy to provide more information if Ms*** still has questions, however, we believe that we have directly addressed all of her questions and concerns

Response:
In response to the Revdex.com supplemental complaint submitted by *** *** (“Mr***” or “Member”), with an assigned Revdex.com ID of ***, Trover Solutions, Incresponds as follows: • The Member stated that the event number on the letters he received was “***”Our investigation reveals that event number “1934519” is for a different personAs such, we cannot close a file that is in a different name• As such, a search was done of our system of Mr***’s nameThat search revealed he was a member of *** and those results supported the position taken to Mr***’s initial complaint• In that Trover cannot independent confirm the position taken by Mr***, Trover requests a copy of one of the letters he received to be provided to Trover so we can do the proper investigation and resolve Mr***’s issue to his satisfaction

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I consider this complaint to be resolved.Regards,*** ***

We appreciate the extra effort made by Mr*** to provide additional information in order to assist us in locating the file. However, despite the provided information, we are unable to find anything that allows me to assist him.
He states that “Trover & Associates” is calling him. Our company is ***, it was formally known as Trover Solutions, but never Trover & Associates
He states that the caller’s name is “*** ***”. We have no current or former employees with that name.
He states that the case name and number that is quoted to him is in reference to a *** *** / Case # CA ***. We have no file under that name and no files using that type of case number reference.
We also searched our files and databases for his name / address / phone number, all to no avail.
Based on our inability to find anything in our systems, it is impossible for us to attempt to remedy his complaint.
I suggest that if he ever gets another call, please record the phone number from his caller ID and provide that to us. Also, if he will request to speak with a supervisor, we always grant such a request.
However, I can’t stop contact when I can’t find any record of contact being made. I sincerely apologize for Mr***’s frustration. If he gets any more or different information, please so notify us

Response:
In response to the Revdex.com complaint submitted on 7/23/by Mr*** R*** (“Mr***”), with an assigned ID of ***, Trover Solutions, Incresponds as follows: Trover Solutions, Inc(“Trover”) is an insurance subrogation firm providing services on
behalf of a number of the nation’s largest health/disability plansTrover is a duly organized corporation under the laws of the state of Delaware and is validly authorized to do business in all fifty states, including FloridaTrover Solutions is a Revdex.com Accredited Business with a A+ ratingIn this case, it appears that Trover’s client is ***After review of Mr***’s complaint and statements, Trover is glad to have the opportunity to explain who we are and why we have contacted himTrover acts as an agent of *** to provide investigative services designed to determine if *** has a subrogation rightTrover is expressly allowed by contract with *** to pursue potential subrogation claimsAfter receiving and processing data files of paid claims provided by ***, Trover analyzes those files to identify claims with potential subrogation rightsTrover’s process involves sending letters to members in order to facilitate the exchange of information between the member and Trover customer service to verify details related to causation of the injury for which certain medical claims paid and processed through insuranceThe letters are not intended to be “threatening.” While Mr*** may have “immediately cleared up any question” directly with ***, Trover was not notifiedAs such, we had a legal and legitimate right and reason for the continued contactTrover apologizes if Mr*** misunderstood Trover’s role and potentially misinterpreted the attempts to obtain additional informationThe inquiry was simply an attempt to gather information on behalf of his health insurance companyIn this case, if *** had contacted Trover with the information provided by Mr***, then we would have updated our file and no further letters would have been sentTrover is unable to determine file number based upon Mr***’s insurance company, his name and addressIf he would provide either a copy of a letter he received OR the file number contained on the letter, we will be able to update our system and no further contact should be madeTrover is not a bogus company or a fraud or scamIn fact, Trover’s services allow health insurance companies to be reimbursed by responsible parties for claims paid on injuries that are the responsibility of third partiesThese recoveries act to reduce insurance premiums

Upon a review, Equian confirms that claim number ***-*** and the other claim related to member *** *** regarding the date of injury at issue have both been closed

In response to the Revdex.com complaint submitted April 18, by Mr*** *** (“Mr***” or “Member”), with an assigned Revdex.com ID of ***, Trover Solutions, Incresponds as follows: Trover Solutions, Inc(“Trover”), a duly organized corporation under the laws of
the state of Delaware and is validly authorized to do business in all fifty states including CaliforniaTrover is an insurance subrogation firm providing services to a number of the nation’s largest health plansTrover is a legitimate business engaged by *** not trolling and is not a fraud, scam, identity thief, or a phishing scamIn fact, Trover is an accredited Revdex.com memberIn this case, Trover’s client is *** Permanente (“***”)Trover apologizes for any confusion that may have occurred upon receipt of our written correspondence and during subsequent phone callsThere seems to be a misunderstanding as to what was said during the phone conversation and what information was being sought by TroverThe statements alleged by Mr*** to have been said by Mr*** are serious and well outside of Trover’s policies and procedures for how to treat our client’s membersUpon investigation of Mr***’s complaint, we found no evidence of misconduct on the part of any Trover employeeTrover sincerely apologizes for any offense taken by Mr*** during or after the phone callI can confirm that this file has been closed and that Mr*** will receive no further correspondence related to this matter

In response to the Revdex.com complaint submitted on 9/8/by Mr.*** *** *** *** with an assigned Revdex.com ID ** ***, Trover Solutions, Incresponds as follows: 1. After review of Mr*** complaint and statements, Trover is glad to have the
opportunity to explain who we are and why we have contacted himTrover apologizes if Mr*** misunderstood Trover’s role and potentially misinterpreted the attempts to obtain additional information. The inquiry is simply an attempt to gather information on behalf and at the direction of *** ***2. Trover Solutions, Inc(“Trover”) is a duly organized corporation under the laws of the state of Delaware and is validly authorized to do business in all fifty states, including Illinois. Trover is an insurance subrogation firm providing services on behalf of a number of the nation’s largest health/disability plans. 3. In this case, Trover’s client is *** (“***”). Mr*** insurance is through *** *** of Texas, a division of ***. Trover is acting as an agent of *** to provide investigative services designed to determine if *** has a subrogation right. *** Texas’ insurance contracts with its insureds expressly allow them to subcontract their rights to pursue potential subrogation claims. 4. While *** ** (and Trover) knows that medical services were provided, they have NO information as to the cause of the injury or whether there might be a third party liable for the injuries suffered by the member. The information requested by Trover from Mr*** is supplemental tothe information that has already been filed with the original claim for coverage. That contact was on behalf of* **, and at their request. 5. After receiving and processing data files of paid claims provided by insurance companies (like *** *** *** *** of Texas), Trover analyzes those files to identify claims with potential subrogation rights. Trover’s process involves sending letters to members in order to facilitate the exchange of information between the member and Trover customer service to verify details related to causation of the injury for which certain medical claims paid and processed through insurance.6. Trover is not a bogus or “fly by night” company, or a fraud or scam. In fact, Trover is a Revdex.com Accredited Business with an A+ rating. Trover’s services allow health insurance companies to be reimbursed by responsible parties for claims paid on injuries that are the responsibility of third parties. These recoveries act to reduce insurance premiums 7. Trover apologizes that Mr*** found it difficult to reach Trover through the number provided on his letter. That should certainly not happen. I encourage him to try the number again, or, as stated in his letter, Mr*** has the option of contacting Trover through our website at www.TroverSolutions.com

Response:
In response to the Revdex.com complaint submitted on 7/8/by Ms*** ** *** (“Ms***”), with an assigned ID of ***, Trover Solutions, Incresponds as follows: Trover Solutions, Inc(“Trover”) is an insurance subrogation firm providing services on behalf of a
number of the nation’s largest health/disability plansTrover is a duly organized corporation under the laws of the state of Delaware and is validly authorized to do business in all fifty states, including TexasIt should be noted that Trover Solutions is a Revdex.com Accredited Business with a A+ ratingAfter review of Ms***’s complaint and statements, Trover is glad to have the opportunity to explain who we are and why we have contacted her motherIn this case, Trover’s client is *** (“***”)Ms***’s mother’s insurance is through *** *** of Texas, a division of ***Trover is acting as an agent of *** to provide investigative services designed to determine if *** has a subrogation right*** Texas’ insurance contracts with its insureds expressly allow them to subcontract their rights to pursue potential subrogation claimsAfter receiving and processing data files of paid claims provided by insurance companies (like *** *** *** *** of Texas), Trover analyzes those files to identify claims with potential subrogation rightsTrover’s process involves sending letters to members in order to facilitate the exchange of information between the member and Trover customer service to verify details related to causation of the injury for which certain medical claims paid and processed through insuranceWhile *** TX (and Trover) knows that medical services were provided, they have NO information as to the cause of the injury or whether there might be a third party liable for the injuries suffered by the memberThe information requested by Trover from Ms***’s mother is supplemental to the information that has already been filed with the original claim for coverageThat contact was on behalf of *** TX, and at their requestTrover apologizes if Ms*** or her mother misunderstood Trover’s role and potentially misinterpreted the attempts to obtain additional informationThe inquiry is simply an attempt to gather information on behalf of her health insurance companyTrover is not a bogus company or a fraud or scamIn fact, Trover’s services allow health insurance companies to be reimbursed by responsible parties for claims paid on injuries that are the responsibility of third partiesThese recoveries act to reduce insurance premiums

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The letter that came from *** was mailed from*** Please explain that The letterhead is very unprofessional and not put together well Someone is scamming and fishing for information that's none of their business
Regards,
*** ***

In response to the Revdex.com complaint submitted on 4/25/by *** *** (“Ms***”), with an assigned ID of ***, Trover Solutions, Incresponds as follows: Trover Solutions, Inc(“Trover”) is an insurance subrogation firm providing services on behalf of a number of the
nation’s largest health/disability plansTrover is a duly organized corporation under the laws of the state of Delaware and is validly authorized to do business in all fifty states, including Virginia, West Virginia, and Washington D.CTrover Solutions is a Revdex.com Accredited Business with an A+ ratingIn this case, Trover’s client is ***After review of Ms***’s complaint and statements, Trover is glad to have the opportunity to explain who we are and why we contacted herTrover apologizes if Ms*** misunderstood Trover’s role and potentially misinterpreted Trover’s purpose for contacting herTrover acts as an agent of *** to provide investigative services designed to determine if *** has a subrogation rightTrover is expressly allowed by contract with *** to pursue potential subrogation claimsThrough that contractual relationship, Trover is a “Business Associate” of *** (who is a “Covered Entity”) under HIPAAEverything being done by *** and Trover is in full compliance with all applicable federal and state laws, including HIPAAAfter receiving and processing data files of paid claims provided by ***, Trover analyzes those files to identify claims with potential subrogation rightsTrover’s process involves sending letters to members in order to facilitate the exchange of information between the member and Trover customer service to verify details related to causation of the illness/injury for which certain medical claims were paid and processed through insuranceWith regard to this matter specifically, Trover sought the assistance of Ms*** in having her college aged son contact Trover related to a matter he was already involved in with TroverIt is my information that no PHI was sent by email to Ms***Trover apologizes for contacting her at work on her government email account for this purposeTrover has no plans to contact her again on this matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]
Regards,
*** ***
I don't even have *** insurance, and I can offer no help of information I refuse to contact any of their services based on their correspondence is in contrast to their statement their letters are a threatening nature that if I don't respond it Will be turned over to a credit agency with attorneys name's on the top of the correspondence, that is unacceptableClose the file, and move on