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Focus Writing Services, LLC

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Focus Writing Services, LLC Reviews (9)

First, we would like to sincerely apologize for the frustration that this customer experienced with regard to the cancellation of their Figo policyWe have looked into the matter and our underwriting department has confirmed that the consumer should receive a full refund for the premium charged after the policy would have cancelled for non-paymentThe $charge on the bill is the processing fee associated with credit/debit card payments, which will also be refunded with the premium for the payments processed after cancellation.Thank you for bringing this to our attentionWe will follow up with the consumer directlyIn the interim, please contact us if you have any additional questions or concernsFigo Pet InsurancePhone: ( [redacted] @figopetinsurance.com

Hi Lori, First, we would like to apologize for your recent experience with one of our representativesThis is not how we would like you to be left feeling after interacting with anyone from our teamWe will be addressing your feedback, as to this specific representative, internallyOur policy is set up on an automatic renewal basis; so unless we receive a request to cancel the policy from an insured, the billing will be continued automaticallyWhen a policy renews, we send out an email to alert the customer regarding renewal at least days in advanceWe aim to provide a clear and transparent renewal process with plenty of time to review your policy, make any changes, or if requested, cancel the policy as of renewalThis following is stated in our terms and conditions upon checkout: "FIGO is authorized to charge my credit card or debit card or debit directly my checking account for payments as specified by my chosen payment planI understand that my policy will automatically renew at expiration unless I notify FIGO otherwiseFIGO is authorized to automatically charge my credit card or debit card, or debit directly my checking account, as applicable, at the time of renewal unless I notify FIGO otherwise." Here is a link to our terms and conditions upon check out--also linked on the purchase page--from our FAQ http://support.figopetinsurance.com/customer/portal/articles/ [redacted] You indicated that you previously sent us an email requesting to cancel your policyUpon searching our system, the only email we have received from you was in reply to the email sent on 3/7/to confirm the cancellation request in writingIf you sent the email from a different address and can notify us of the email address it was sent from, or if you’re able to forward a copy of the email to us, we would greatly appreciate itIt will allow us to look into the matter further, as we would never delete an email from one of our insuredWe cancelled your policy promptly after receiving your call and written confirmationUnfortunately, we do need to wait until the payment clears before issuing the refundWe have escalated your refund concern to our accounting management teamThey were able to confirm that the payment cleared on Monday 3/12/18, and we were able to issue the refund on the same daySo, you should see that refund in your account soon If you have any additional questions or concerns in the meantime, please feel free to reach out to us directlyBest regards,Figo Customer Service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Kristen [redacted] ***

Dear Kristen,We apologize that both your claims and customer service experience for Boo has not been positiveIn reviewing your records, we both emailed and texted you on multiple occasions regarding the medical recordsHowever, you are correct in noting our reply was delayedWe aim to respond to all emails within 24-hours; unfortunately, we did not meet that expectationWe are reviewing your case to see why you did not receive a prompt reply to your email response (dated 4/3/18) to ensure it does not occur again.Additionally, we added members to our customer service team to improve response timeliness and customer experienceSince you originally filed your claim on 1/16/18, we brought our claims team in-houseBased on experiences like yours, we determined this to be the best course of actionWe now control the claims process to ensure processing meets or exceeds expectationsYour claim was originally closed on 3/16/18, pending receipt of additional medical recordsWhen we process a claim, coverage is determined by reviewing the insured pet’s medical recordsWe typically review the medical history for the prior two years, if availableIn your case, once the necessary medical records are received, we can re-open the review process previously closed pending medical records.You spoke with Figo customer service on 3/16/18, and confirmed that medical records dating back to were needed to re-open and process your claimFollowing this discussion, we received medical records from both [redacted] Referral and [redacted] Vet Hospital—the earliest records dating 8/3/At this point, due to the gap in time between the records dated August and the adoption dated February 2015, we did not have the medical history necessary to re-open the claim on fileYou texted our customer service team on 4/9/to discuss claim documents and medical recordsFollowing this interaction, we sent an email request to our claims team to re-open your claim, but our claims team still needed clarification as to the timeline of Boo’s medical historyYou also corresponded with the customer service manager via an email sent on 4/9/to confirm there were no records or veterinary visits available during that gap between the adoption and first recorded veterinarian visitAfter the customer service manager confirmed this information with you on 4/16/18, she reached out to the claims team to relay this informationAt that point, we reached out to your veterinarian for a paid invoice to ensure services were performedThe paid invoice was received promptlyYour claim was re-processed on 4/18/18, and a payment in the amount of $2,was issued on 4/19/and sent to your bank electronicallyThe customer service manager followed up with you on 4/19/regarding claim closure and receipt of paymentAdditionally, she requested that you refer to the Explanation of Benefits and reach out with any questionsFigo consistently works to ensure customers receive the best careIn reviewing your experience, and communicating with you about your overall experience, we have gained insight into how we can improve upon customer communication as it relates to medical recordsMoving forward, we are confident we can provide a more positive experienceIf you have any additional questions or concerns, please feel free to reach out Best regards,Samantha ***Manager, Figo Customer Service

Hi Lori, First, we would like to apologize for your recent experience with one of our representativesThis is not how we would like you to be left feeling after interacting with anyone from our teamWe will be addressing your feedback, as to this specific representative, internally. Our
policy is set up on an automatic renewal basis; so unless we receive a request to cancel the policy from an insured, the billing will be continued automaticallyWhen a policy renews, we send out an email to alert the customer regarding renewal at least days in advanceWe aim to provide a clear and transparent renewal process with plenty of time to review your policy, make any changes, or if requested, cancel the policy as of renewal. This following is stated in our terms and conditions upon checkout: "FIGO is authorized to charge my credit card or debit card or debit directly my checking account for payments as specified by my chosen payment planI understand that my policy will automatically renew at expiration unless I notify FIGO otherwiseFIGO is authorized to automatically charge my credit card or debit card, or debit directly my checking account, as applicable, at the time of renewal unless I notify FIGO otherwise." Here is a link to our terms and conditions upon check out--also linked on the purchase page--from our FAQ page: http://support.figopetinsurance.com/customer/portal/articles/***You indicated that you previously sent us an email requesting to cancel your policyUpon searching our system, the only email we have received from you was in reply to the email sent on 3/7/to confirm the cancellation request in writingIf you sent the email from a different address and can notify us of the email address it was sent from, or if you’re able to forward a copy of the email to us, we would greatly appreciate itIt will allow us to look into the matter further, as we would never delete an email from one of our insured. We cancelled your policy promptly after receiving your call and written confirmationUnfortunately, we do need to wait until the payment clears before issuing the refundWe have escalated your refund concern to our accounting management teamThey were able to confirm that the payment cleared on Monday 3/12/18, and we were able to issue the refund on the same daySo, you should see that refund in your account soon. If you have any additional questions or concerns in the meantime, please feel free to reach out to us directly. Best regards,Figo Customer Service

Dear Kristen,We apologize that both your claims and customer service experience for Boo has not been positive. In reviewing your records, we both emailed and texted you on multiple occasions regarding the medical records. However, you are correct in noting our reply was delayed. We aim to respond to...

all emails within 24-48 hours; unfortunately, we did not meet that expectation. We are reviewing your case to see why you did not receive a prompt reply to your email response (dated 4/3/18) to ensure it does not occur again.Additionally, we added members to our customer service team to improve response timeliness and customer experience. Since you originally filed your claim on 1/16/18, we brought our claims team in-house. Based on experiences like yours, we determined this to be the best course of action. We now control the claims process to ensure processing meets or exceeds expectations. Your claim was originally closed on 3/16/18, pending receipt of additional medical records. When we process a claim, coverage is determined by reviewing the insured pet’s medical records. We typically review the medical history for the prior two years, if available. In your case, once the necessary medical records are received, we can re-open the review process previously closed pending medical records.You spoke with Figo customer service on 3/16/18, and confirmed that medical records dating back to 2015 were needed to re-open and process your claim. Following this discussion, we received medical records from both [redacted] Referral and [redacted] Vet Hospital—the earliest records dating 8/3/17. At this point, due to the gap in time between the records dated August 2017 and the adoption dated February 2015, we did not have the medical history necessary to re-open the claim on file. You texted our customer service team on 4/9/18 to discuss claim documents and medical records. Following this interaction, we sent an email request to our claims team to re-open your claim, but our claims team still needed clarification as to the timeline of Boo’s medical history. You also corresponded with the customer service manager via an email sent on 4/9/18 to confirm there were no records or veterinary visits available during that gap between the adoption and first recorded veterinarian visit. After the customer service manager confirmed this information with you on 4/16/18, she reached out to the claims team to relay this information. At that point, we reached out to your veterinarian for a paid invoice to ensure services were performed. The paid invoice was received promptly. Your claim was re-processed on 4/18/18, and a payment in the amount of $2,949.00 was issued on 4/19/18 and sent to your bank electronically. The customer service manager followed up with you on 4/19/18 regarding claim closure and receipt of payment. Additionally, she requested that you refer to the Explanation of Benefits and reach out with any questions. Figo consistently works to ensure customers receive the best care. In reviewing your experience, and communicating with you about your overall experience, we have gained insight into how we can improve upon customer communication as it relates to medical records. Moving forward, we are confident we can provide a more positive experience. If you have any additional questions or concerns, please feel free to reach out.   Best regards,Samantha [redacted]Manager, Figo Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Kristen [redacted]

First, we would like to sincerely apologize for the frustration that this customer experienced with regard to the cancellation of their Figo policy. We have looked into the matter and our underwriting department has confirmed that the consumer should receive a full refund for the premium charged...

after the policy would have cancelled for non-payment. The $2 charge on the bill is the processing fee associated with credit/debit card payments, which will also be refunded with the premium for the payments processed after cancellation.Thank you for bringing this to our attention. We will follow up with the consumer directly. In the interim, please contact us if you have any additional questions or concerns. Figo Pet InsurancePhone: ([redacted]@figopetinsurance.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Jonathan Montet

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Address: 930 Tahoe Boulevard, STE 802-307, Incline Village, Nevada, United States, 89451-8505

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