EL NIPLITO DEL SURESTE

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI wish to thank you so much for getting the situation resolved so quickly--something I could not do on my own.
Regards,
*** ***

March 24,2017Revdex.comAttn: *** *** *** *** *** *** *** ** ***Case ID:***File Number: ***Dear Ms***:This is in response to the follow up inquiry sent to us on behalf of the member identified by the Case ID number noted above.The member states that the response from Highmark does not resolve her complaintHighmark accepted her payments each month, leaving her with the impression that she had active coverageHer payments should not have been taken if Highmark had no intention of keeping her coverage active, and Highmark should not have waited until December 2016, to advise that her coverage had been cancelled on June 1, The member is requesting that Highmark refund her all of the money she paid for premiums in 2016, reprocess claims from when her coverage was cancelled, and take care of the IRS penalty for not having coverage in 2016.As stated previously, on July 7, 2016, the member’s policy was cancelled for non-payment effective June 1, 2016, and a cancellation notice was mailed to the member on July 8, On August 2, 2016, she was advised by a Customer Service Advocate (CSA) the reinstatement request was deniedThe CSA placed a conference call to the Federally Facilitated Marketplace (FFM) with the memberThe FFM representative advised that the application would be reopened, and the member would be active August 1, 2016, and that her policy was reinstatedOn September 6, 2016, the member contacted Highmark due to the invoice balanceShe stated that she was told by the CSA that her policy would be effective September 1, 2016, and she would not have to pay for the three previous monthsBecause the enrollment files received do not reflect a lapse in coverage, Highmark is not permitted to change the effective dates.On October 27, 2016, the member called to make a payment, and the CSA advised her that her policy was cancelled for nonpaymentAt that time, the member requested a conference call with the FFMSince the FFM representative advised the policy was active, the CSA took the member’s paymentOn December 8, 2016, she was advised of the cancellation againAll payments made after the cancellation date of June 1, 2016, have been refundedThe policy was cancelled correctly for nonpayment based on the regulations related to termination of a healthcare policy purchased on the FFM (CFR 155.430)Education has been sent for the CSAs who took her payments in error.All premiums paid by the member after the cancellation of her policy have been refunded, and the account has a $balance at this timeIn regards to any penalties assessed by the IRS, Highmark would suggest that the member contact the IRS or their tax professional for assistance.I do understand that this is not the resolution the member desired, but hope that the information provided gives you a clearer understanding of the situationIf you have additional questions, please contact me directly.Sincerely,Michelle D***Executive/Legislative InquiriesPhone:***

July 29,2016Revdex.comAttn: *** *** *** *** *** *** ** ***Case ID: ***File Number: ***Dear Ms***:This is in response to your inquiry sent to us on behalf of member identified by the Case ID number noted above.In the complaint, the
consumer states that she is having difficulties making her payments on the Highmark website.On January 21, 2016, the consumer contacted Highmark questioning why she was not receiving invoicesShe was advised that she was set up for recurring payments and that the invoices were onlineThe consumer went onto the Highmark website and deleted the recurring option effective February 1, The consumer contacted Highmark and advised that she was having difficulty making payments with her credit card on the Highmark websiteShe also advised Highmark on May 5, 2016, that she was not receiving invoicesAccording to Highmark’s records, invoices generated for the consumer on February 9, March 9, April 9, May 11, June 9, and July 11, The consumer was advised that there was an issue with the online payment system and that if the invoice was paid, the website would reflect a zero balance and would not let her make a paymentHighmark has identified an issue with our online payment system where the credit card option was not set up as a way to make a payment for her planThe account has since been sent to web services and will be updated within the next hoursA web services representative will contact the consumer and advise when this issue has been corrected and then she will be able to go onto the Highmark website www.highmarkbcbs.com and set up her online payments.On behalf of Highmark, I apologize for any anxiety or frustration experienced as a result of these mattersWe strive to provide efficient, courteous and quality serviceEven when these standards are not met, we are continually working to improve our service to meet the needs of our valued customers.If you have additional questions, please contact me directly.Sincerely,Brandy G***Executive/Legislative InquiriesPhone: ***

Tell us why here...I sent in the fax back in They state that this was the first time I calledI also called every month of every yearThe amount paid was out of pocketno co-paywas told insurance dint cover at this time of coverageswitched from company plan to cobraI wouldn't have bought them if it wasn't for the pain and needed to stay aliveAmount so small is why I go to walmarteverywhere else is way higher

July 17,2015Revdex.com Attn: *** *** *** *** *** *** *** *** ** ***Case ID: *** File Number: ***Dear *** ***:This is in response to your inquiry sent to us on behalf of member identified by the Case ID number noted above.The member stated in his
complaint that he has been paying his premiums each month since January 1, 2015, and has received notices from medical providers that his claims are not being processed due to nonpayment of premiumsThe member stated he has called to have the issue resolved but there has been no resolution to date and he needs his *** medication.Upon review of the member’s account, a billing error was discovered when the March invoice was generatedA new enrollment file was systematically updated by the Federally Facilitated Marketplace (FFM) on March 18, The changes in this file were effective April 1, 2015, which affected the billing system and caused additional billing issuesThese billing issues were preventing invoices from being mailed to the memberBecause the invoices were not generating correctly, the paid to date was not updating automatically each month as it does when the cycle runs correctly; this, in turn was causing the denial of the member’s medical and prescription claims.The member’s billing issues are currently being reviewed and a corrected invoice will be mailed to the member for the September billing period when the corrections are completedThe member is showing a past due amount for July 2015.Highmark has manually updated the paid to date and the medical claims have been reprocessedThe member can expect new Explanations of Benefits in approximately two to three weeksThe member’s prescription coverage has also been updated and he can have the pharmacy process his claims.If you have additional questions, please contact me directly.Sincerely,Cassandra M.Appeals Coordinator Phone:***

Case ID: *** File Number: ***Dear Ms***:This is in response to your inquiry sent to us on behalf of member identified by the Case ID number noted above.In his complaint, the complainant states that they have continuously received marketing materials mailed to their home for
Medicare Advantage Policies offered by Highmark Blue Cross Blue Shield (BCBS)In an attempt to stop the mailings, the complainant has contacted Highmark BCBSThe complaint states that they have continued to receive the marketing mailings.Upon review, I have found that the complainant has been removed from all membership mailingsHowever, they were not removed from marketing mailingsI have had all systems updated to ensure they will no longer receive such mailingsThis has been resolved.If you have additional questions, please contact me directly.Sincerely,Andru G***Executive/Legislative InquiriesPhone: ###-###-####

February 3, 2016Revdex.comAttn: *** *** *** *** *** *** ** ***Case ID:***File Number: ***Dear *** ***:This is in response to your inquiry sent to us on behalf of member identified by the Case ID number noted above.In his complaint, the
member states that after enrolling in coverage for the coverage period he received a letter dated December 10, 2015, which acknowledged an effective date of coverage of January 1, 2016, with a total premium of $He further states that his bank account was charged $for the premium, and not the $that he was quoted on the acknowledgement letterThe member states that he called Highmark Customer Service on January 11, 2016, to question the chargeHe states that he was referred to a complaint phone number for Blue Cross of Northwestern Pennsylvania (NEPA) Legacy Team, but was unable to reach anyone at that number.The member states that he received another letter dated January 19, 2016, which stated it was to replace any previous lettersThis new letter advised that the total premium for the policy is $He states that upon receiving this letter he called Highmark and requested to speak to a supervisorHe states that the supervisor acknowledged the first enrollment letter was incorrect, and advised him to contact the Federally Facilitated Marketplace (FFM) because Highmark cannot change the premium.Upon review of the account, it was determined that there was an error in the premium quoted to the member in the initial letterThe stated amount of $221.99, is the individual premium for himThe correct premium per month for the member and his dependents is $664.56.Because of this discrepancy, Highmark has written off $from the January premiumThat amount will be credited toward the February coverage period, leaving the member a balance of $for FebruaryHe will be responsible for the full $each month beginning with the March paymentHighmark contacted the member on January 29, 2016, and explained this to himHe was also advised that he can contact the FFM to look into other coverage options for a lower premium.If you have additional questions, please contact me directly.Sincerely,Linda S*Executive/Legislative InquiriesPhone:***

December 17, 2015Revdex.comAttn: *** *** *** *** *** *** ** ***Case ID:***File Number: ***Dear *** ***:This is in response to your inquiry sent to us on behalf of member identified by the Case ID number noted above.In her complaint the
member states that she purchased a policy through the Federally Facilitated Marketplace (FFM) to be effective January 1, She states that when she received her invoice in July, she realized that she had missed the previous month’s premium paymentShe further states that she contacted Highmark Customer Service to verify that a payment was missed, and that she made a double payment in early AugustThe member states that she continued making payments and received a letter dated September 8, which stated that her policy had been cancelled for non-payment.She also states in her complaint that she called Highmark after she received the cancellation notice and was advised the cancellation was an error and that her policy would be reinstatedShe states that three to four weeks later she contacted Highmark again and was advised that the policy could not be reinstated and she would need to file an appeal with the FFMShe states that she received the refund of her premiums in November.The member further states that she was advised of the thirty-one day grace period for her premium payments, which she believes gives zero days to notice if a payment was lateShe states that she appealed through the FFM and was advised they cannot reinstate her coverage and she needs to appeal through Highmark.Upon review of the member's account, her policy cancelled correctly for nonpaymentThere were no errors in the invoicingThe payment she made on May 18, 2015, was the premium for the June coverage period, and gave her a paid to date of July 1, The July invoice was mailed on June 8, 2015, reflecting a due date of June 30, On July 7, 2015, the August coverage period was invoiced with a total balance due of $527.48, which included the past due balance for JulyThis invoice also stated that in order to avoid cancellation of coverage, the total balance due must be received no later than August 1, 2015.The payment of $was received on August 7, 2015, but was after the end of the thirty-one day grace periodThe invoice generated on July 7, gave a pay by date of August 1, in order to make the payment within the grace period and avoid disenrollment.Due to the guidelines set by the FFM, we are unable to reinstate a policy if the coverage was cancelled correctly for non-paymentThe member will need to contact the FFM in order to enroll in coverage for 2016.If you have additional questions, please contact me directly.Sincerely,Linda ShepardAppeals CoordinatorPhone: 304-917-

September 15, 2015Revdex.com*** *** *** *** ***
*** ** ***Attention: *** ***Case ID:***Dear *** ***:This is in response to your inquiry sent to us on behalf of the member identified by case ID ***.Our records show this member is enrolled on a Chip
Gatekeeper policy effective September 1, Due to the enrollee’s mother’s dissatisfaction dealing with our Customer Advocates, she requested a callback from a Supervisor.A Supervisor returned the mother’s phone call on September 9, 2015, and the situation was resolvedThe Supervisor had the account reactivated, and is sending a bill for September and October 2015, premiums, along with a benefit book.The mother is in the process of submitting the September 2015, insurance premiumOnce the premium is received, the paid to date on the account will be updated to September 30, 2015, and the denied claim will be adjusted.The Supervisor apologized to the mother for all of the problems experienced dealing with Customer ServiceAt that time, she assured the Supervisor that all of her issues were resolved and she was satisfied with the outcome.On behalf of Highmark, please extend my sincere apology to the enrollee’s mother for any problems she experienced regarding the enrollment of her dependent.If the enrollee’s mother has any questions, she can contact our Customer Service at ***If you have additional questions, please contact me directly.Sincerely,Janice M***Executive/Legislative Inquiries

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 But also my name is not *** *** as it is addressed in the letter.
Regards,
*** ***

Dear Ms***:This is in response to your inquiry sent to us on behalf of member identified by the Case ID number noted above.The member stated in her complaint that she updated her income with the Federally Facilitated Marketplace (FFM) via their website and her Advanced Premium Tax Credit (APTC)
was decreased by $a monthShe stated that her billing has been incorrect since the changes were made, and that she has contacted Highmark Customer Service on numerous occasions only to be informed they are having the billing correctedThe member stated that she has attempted to have the issue resolved for almost three months and her invoices continue to be incorrect.According to Highmark’s records, an enrollment file was systemically uploaded by the FFM into the member’s account that changed her APTC on June 22, The effective date of the change was June 21, This information then migrated to the billing area in which the member’s account systematically updatedHowever, because the changes were made midmonth, the system overcompensated for the June and July premium, which overcharged the member $657.93.Highmark does have records of multiple phone calls from the member in an effort to have the corrections madeOur Billing Department is in the process of finalizing those corrections.Adjustments have been made on the member’s billing account to remove the overcharged amountThese adjustments will be reflected on the November invoice because the October invoice has already generatedBecause the billing will not be correct until November, the paid to date and Express Scripts will not automatically update when the October premium is receivedHighmark is monitoring the member’s account to ensure that she does not have any issues obtaining services.On behalf of Highmark, I apologize for any inconvenience the member might have experienced as a result of this issueShould the member have any additional questions, she can contact our Customer Service Department and any member of our staff will be able to assist herIf you have additional questions, please contact me directly.Sincerely,CM***Executive/Legislative InquiriesPhone: ***

Dear Ms***:This is in response to your inquiry sent to us on behalf of member identified by the Case ID number noted above.The member stated in his complaint that on June 21, 2016, his spouse entered their information to pay the first premium payment online at www.highmarkblueshield.comHe
stated that she submitted the requested information, and then received a confirmation emailWhen they received their next invoice, there was a balance from the previous month, in addition to the current month’s premium paymentThe invoice indicated both payments were due before August 1, He stated that they called Highmark on July 15, 2016, to make a paymentThey were informed that their policy had been cancelled for nonpaymentThe member stated that he explained to the Customer Service Advocate (CSA) that there must have been an issue with the website, because they had received a confirmation emailHe stated that he faxed a copy of the email to Highmark for proof of paymentThe member continued to state that Highmark could see that they had gone online to set up a payment on June 21, 2016, but Highmark denied the reinstatementHe stated that he has spent several hours on the phone with Highmark Customer Service attempting to have his policy reinstated, while the member and his spouse are without health insuranceHe stated that most recently he had to wait six days for a supervisor to call him backWhen she did call him back he stated that she refused to connect him to another supervisor to escalate the issueThe member stated that Highmark continues to say his policy cancelled for nonpayment, and refused to admit this was a mistake on their websiteThe member would like to have his policy reinstated, and he is willing to pay any past due premiumsHe also stated that he feels Highmark needs to correct their billing because customers should not be receiving an invoice with a due date two weeks in the future to then be told they cannot make a payment because the policy was cancelled due to a Highmark errorThe member continued to state that Highmark supervisors should receive customer service training regarding escalation for customers request to speak with a supervisor.Highmark has reviewed the member’s billing account and online session historyThere has not been an attempt to make a payment on the accountThe online session history shows they logged on four different times on June 21, 2016, and at one point the member added a payment methodThe session history does not include an attempt to make a paymentThe first attempt to make a payment by the member was on July 15, 2016, when he called HighmarkHis initial invoice listed a due date of July 7, 2016, and there is no grace period for initial paymentsThe cancellation of the member’s policy was not a Highmark error because no payment was made on his account.On July 15, 2016, Highmark received a fax from the memberHe stated that he thought this email was received for a confirmation of payment that was madeHowever, the fax Highmark received from the member was an email sent to him asking to confirm his email addressThis email was not a confirmation of payment.The member has spoken with all three levels of customer service supervisors at HighmarkAt no time has it been documented that he was refused to be connected to a different supervisor, but there are times that supervisors may not be available at the time the member callsWhen this happens the member is advised that a supervisor will give them a call backHighmark supervisors are trained on how to handle customer complaints and escalations.At times, Highmark’s billing does take two to three billing cycles for the invoices to reflect all updates, depending upon the complexity of the updatesThe member’s policy had been cancelled after the invoice for August had generated, and there is not a grace period for the initial paymentTherefore, the member’s policy did cancel for nonpayment.On August 3, 2016, Highmark received a new enrollment for the memberThe member has been granted a Special Enrollment Period (SEP) by the Federally Facilitated Marketplace (FFM)Currently the member is enrolled in an *** *** Blue PPO policy with an effective date of August 1, 2016.On behalf of Highmark, I apologize for any anxiety or inconvenience this issue may have causedIf you have additional questions, please contact me directly.Sincerely, Michelle D***Executive/Legislative InquiriesHighmark, Inc.Phone: ***

July 6, 2015Revdex.com Attn: *** *** *** *** *** *** ***
*** ** ***Case ID: *** File Number: ***Dear *** ***:This is in response to your inquiry sent to us on behalf of member identified by the Case ID number noted above.The member stated in
her complaint that she received a letter from Highmark BCBS on June 22, 2015, that stated her insurance was cancelled on March 1, She stated she contacted Highmark Customer Service and was advised the plan was cancelled in error and that her coverage would be reinstatedShe stated that she was advised by Highmark Customer Service that she would need to contact the Federally Facilitated Marketplace (FFM) to have necessary changes made to her planThe member also stated that her prescription claims were denied because her policy was cancelled.Highmark’s records indicate that the enrollment file that was systematically uploaded for the member from the FFM had the Total Premium Amount listed as a non-tobacco user but the tobacco indicator was listed as a tobacco userBecause of this discrepancy, the billing system billed the member as a tobacco user, which has a higher premiumThe member paid the amount that she was advised when she enrolled in the plan, which was the non-tobacco premium, and not what was listed as the amount due on the invoiceBecause she was showing a past due balance each month, and did not pay it, she became delinquentWhen she became delinquent, she had days to pay the account current or it would cancel for non-paymentSince the total amount due on the account, according to Highmark’s internal billing department, was not received by the last day of the grace period, the policy cancelled for non-paymentOnce her policy was cancelled, all of the claims (medical and prescription) would have denied due to nonpayment.The member’s plan was reinstated but the tobacco inconsistency was not updated because Highmark did not receive an updated enrollment file from the FFMOn June 25, 2015, I contacted the FFM with the memberA Health Insurance Casework System (HICS) Case was created that enabled Highmark to change the tobacco indicator to the non-tobacco statusOnce the HICS case was received, we were able to correlate the tobacco indicator with the tobacco premium.The member’s billing account has been updated, and she should receive a corrected invoice for the August billing period which will be generated on or around July 10,The amount due for July is $If the July premium is not received on the account before the invoice for August is generated, the invoice will include July’s premium amount.On behalf of Highmark, I apologize for any anxiety or frustration the member may have experienced as a result of these mattersWe strive to provide efficient, courteous and quality serviceEven when these standards are not met, we are continually working to improve our sendee to meet the needs of our valued customers.If you have additional questions, please contact me directly.Sincerely,Cassandra MAppeals CoordinatorPhone:***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

March 3, 2016Revdex.com:Attn: *** *** *** *** *** *** ** ***Case ID: ***File Number: ***Dear Ms***:This is in response to your inquiry sent to us on behalf of member identified by the Case ID number noted above.In his complaint, the
member states that he has attempted for eight weeks to receive a benefit book for his health insurance policyHe states he has called Highmark Customer Service four times and has not received the benefit bookHe would like to receive the benefit book for his policy so that he can understand how his benefits work.Upon review of the member's account, there are inquiries documenting a Welcome Packet being requested on January 22, 2016, and February and 25, According to Highmark's records, these requests were completed by the automated mail systemA Welcome Packet was manually printed and mailed to the member via Certified Mail on March 3, 2016.On behalf of Highmark, I apologize for any anxiety or frustration experienced as a result of these mattersWe strive to provide efficient, courteous and quality serviceEven when these standards are not met, we are continually working to improve our service to meet the needs of our valued customers.If you have additional questions, please contact me directly.Sincerely,Linda S*Executive/Legislative InquiriesPhone:***

Revdex.com:
After months and days the issue has been resolved I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Dear Ms***This is in response to your inquiry sent to us on behalf of member identified by the Case ID number noted above.The member stated in her complaint that she has had several issues with HighmarkThe member stated that often she doesn’t receive her monthly billing statementsThe
member also stated that she has issues logging on to her online accountThe member stated when she finally does receive her monthly billing statement; Highmark claims she is three months behind on her monthly premiumsThe member stated she contacted Highmark and the Customer Service Advocate advised the member that her issues were fixedThe member stated that when she checked on balance online after the call was completed she still had a balanceThe member stated her insurance became active on March 1, 2016, and she has paid a total of $She stated her premium is $per month, including June’s payment she should only owe $and have a credit of $The member stated she cannot pick up her prescriptions and has been paying out of pocket for themThe member stated she cannot keep her appointments or schedule new ones because her doctors are not getting paidThe member stated she paid out of pocket $for her last visit to her primary care provider.Highmark has reviewed the member’s billingThe member owes a total of $for 2016, and she has paid a total of $The member currently owes $to be paid to date July 1, The member’s coverage began on January 1, If the member does not feel this is the correct effective date she will need to contact the Federally Facilitated Marketplace (FFM) to file an appealHighmark is not authorized to make changes to eligibility dates.From January 1, to March 1, 2016, the member’s Total Premium was $372.80, with an Advanced Premium Tax Credit (APTC) of $279.00, making the Total Responsible Amount (TRA) $At this time the member received the non-tobacco rate, since her application had her listed as a nonsmokerHighmark received a new file with effective date March 1, 2016, changing the member’s Total Premium to $382.12, with an APTC of $243.00, making the TRA $The Total Premium increased effective March 1, 2016, due to the most recent application submitted by the FFM which had her listed as a smokerTherefore; the member is now receiving the tobacco rate.On behalf of Highmark, I apologize for any anxiety or inconvenience this issue may have causedIf you have additional questions, please contact me directly.Sincerely,Michelle D***Appeals CoordinatorPhone: *** ***

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.
Regards,
*** ***

The member stated in her complaint that; her healthcare policy was cancelled for nonpaymentbecause Highmark stated that payment was not received for March or AprilShe stated that she contacted Highmark each month and paid by phone, and theCustomer Service Advocate (CSA) did not indicate any
problems with the account or thetransactionOn April 24, 2017, she was advised of the cancellation by a MyCareNavigator representative who was assisting her in locating an in-network physicianThemember stated that she has spoken to several CSAs and supervisors who have assistedher in getting the account reinstated, but nothing has been resolved.According to High mark’s records, the member enrolled in a healthcare plan effectiveFebruary 1, The initial payment was made by phone on February 1, Noadditional payments have been received on the accountAdditionally, Highmark doesnot have record o f the member calling Highmark Customer Service to make a payment ineither March or April.A letter was mailed to the member on March 15, 2017, advising the premium was pastdue, and to avoid cancellation, the payment needed to be received by Highmark by AprilI, On April 13, 2017, the policy cancelled because the payment had not beenreceivedThe member called Highmark Customer Service on March 13, 23, 24, and 31,and April 6, 2017, regarding her benefits or claimsThe account status and amount dueon the member’s account was not discussed on these callsBecause the policy was stillactive when the member spoke with Highmark Customer Service, they would not haveknown the policy was going to cancel.On April 24, 2017, the member Called Highmark Customer Service regarding hercancelled accountThe CSA advised the member that there was ho record o f a payment,and if the member had proof of a payment, she would need to submit that to Highmark soit could be researchedThe member requested to speak to a supervisor because she didnot receive any notification o f the cancelled account On April 25, 2017, a HighmarkCustomer Service Supervisor contacted the member, and advised her that Highmark didnot have her payment for March or AprilThe supervisor also advised the member tocontact the Federally Facilitated Marketplace (FFM) to request a Special EnrollmentPeriod.A Health Insurance Casework System (** ***) Case was received from the FFM on April25, 2017, requesting Highmark to review the member’s account for possiblereinstatementThe Caseworker determined that the member’s policy cancelled inaccordance with the guidelines of the FFM; therefore, the policy was not able to bereinstatedA resolution letter advising the member o f this determination was mailed tothe member.On May 5, 2017, Highmark contacted the member, and advised her o f a new enrollmentfile that was received from the FFM with an effective date o f June 1, Additionally,she was advised that the invoice for the initial premium amount will be generated, andmailed to herThe member will need to make the payment by the due date on the invoicein order to avoid cancellation, as there is no grace period on the initial paymentShe wasalso advised that her previous policy was unable to be reinstated because it cancelled inaccordance with the FFM guidelines.If you have additional questions, please contact me directly.Sincerely,