Healthcare Providers Service Organization

February 17, 2016Dear [redacted] :This letter is in response to correspondence dated February 11, from the Revdex.com, serving Metro Washington DC & Eastern Pennsylvania (“Revdex.com”) concerning a complaint filed by [redacted] ***Thank you for allowing us the opportunity to respond[redacted] contacted Affinity Insurance Services, Incto cancel her policy on February 11, Her policy has since been cancelled and premium has been refunded [redacted] has advised us the matter is now closedWe trust we have provided the information necessary to resolve this matter Should you have any further questions, please feel free to contact the undersigned Respectfully, Stephanie O***AVP, Compliance

Thank you for your responseWe are processing the request for cancellation from [redacted] and will provide a full refundThis refund should arrive within 10- business daysPlease let me know if you have any questions Thank you Stephanie O [redacted]

February 17, Dear [redacted] :This letter is in response to correspondence dated February 11, from the Revdex.com, serving Metro Washington DC & Eastern Pennsylvania (“Revdex.com”) concerning a complaint filed by [redacted] ***Thank you for allowing us the opportunity to respond[redacted] contacted Affinity Insurance Services, Incto cancel her policy on February 11, Her policy has since been cancelled and premium has been refunded [redacted] has advised us the matter is now closedWe trust we have provided the information necessary to resolve this matter Should you have any further questions, please feel free to contact the undersigned Respectfully, Stephanie O***AVP, Compliance

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I was informed that the date could be back dated Since you are refusing to back date it to February, please let this serve as my written request for a full refund Regards, [redacted]

August
9, 2016Dear *** ***:Thank you
for the opportunity to respond in this matterWe reviewed our records and
submit the following information with respect to the complainant, *** ***.An email
was sent to the email address included in this complaint pursuant to a
transaction with
another individualWe are currently reaching out to this
individual to update our contact information based on this complaintWe
confirm there is no “targeting” as suggested by the complainantHe simply can
disregard the email intended for another.We trust
we have provided the information necessary to resolve this matter Should you have any further questions, please
feel free to contact the undersigned. Respectfully, Stephanie
O***AVP,
Compliance

May 19, Dear *** ***:
This letter is in response to correspondence dated May 9, from the Revdex.com, serving Metro Washington DC & Eastern Pennsylvania (“Revdex.com”) concerning a complaint filed by *** *** ***Thank you for allowing us the
opportunity to respond.*** *** submitted an application for professional liability insurance on February 10, to *** insurance Services, Inc(***)*** and *** *** had several communications as additional information was needed*** received the requested information necessary to proceed on March 4, *** provided a firm quotation for coverage to *** *** on March 4, and *** *** returned the signed quotation with payment on March Coverage was bound on March 6, We understand *** *** desired an earlier effective dateHowever, we are unable to do soIf *** *** would like to cancel this coverage, she will need to submit a written request and we will issue her a full refund if such a request is received within days of this letterWe trust that you will find this letter responsive to the complaintPlease feel free to contact the undersigned should you require further information in response to this matterRespectfully,Stephanie OAVP, Compliance

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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

June 9, 2015Dear *** ***,
This letter is in response to correspondence dated June 8, from the Revdex.com, serving Metro Washington DC & Eastern Pennsylvania (“Revdex.com”) concerning a complaint filed by *** *** ***Thank you for allowing us the opportunity
to respond.*** *** submitted an application for professional liability insurance on May 21, to *** insurance Services, Inc(***)The review of this application was completed and coverage was bound on June 8, We apologize for the difficulty *** *** incurred during the application processWe have discussed this matter with our internal customer service teamOur goal is to provide excellent customer service to our clients and we appreciate *** *** bringing this to our attentionWe trust that you will find this letter responsive to the complaintPlease feel free to contact the undersigned should you require further information in response to this matterRespectfully,
Stephanie O. AVP

I have attached the response from *** Insurance ServicesPlease let me know if you have any quesitonsThank you

I was double charged on Visa payment and could not get a response after calling multiple times left on hold for extended periods, leaving message for call back (never received) , no response to email.
Worst customer service I have ever seen in any industry.

November
24, 2014
Dear
Heather Ortiz:I
have received the complaint filed by [redacted] regarding the frustrations he
experienced with our customer service, specifically the ability to access his
account online and our lack of response to his emails.   Thank you for the...

opportunity to address his
concerns. It is obvious from [redacted]’s complaint that we have not lived up to
his service expectations or the service expectations we set for our valued
clients and ourselves. I will be sending [redacted] a letter of apology for the
frustration he has gone through.   Below
is a recap of information available to us regarding [redacted]’s interactions with
us (HPSO):• 11/5/14- We received an
incomplete application.   Customer
service representative (CSR) called applicant to advise that an address
was provided for General Liability coverage but option for General
Liability was not marked as “YES”. Applicant advised the CSR that he did
not want General Liability, CSR advised applicant to write “NO” in the
appropriate spot.  Additionally, the
application was not signed.  CSR
advised applicant to sign, re-date and fax again. • 11/10/14-Received email (via
service@hpso) and forwarded to the team that handles Acupuncture
program.   Applicant was asking if
we received updated application. CSR responded to email to advise that the
updated application was unable to be located in email (as an
attachment).  CSR asked applicant to
resend via fax.
• 11/10/14-[redacted] is not able to
view his policy information as is concerned as our system (website) states
“Your online application will be processed within one business day, after
which time you can log into My Account to view your policy details.  [redacted] did not submit an online
application.   He faxed an
application to us for processing as we are unable to accept acupuncture
applications on-line.   We have since
confirmed same for [redacted] and provided him phone and correct email
address for the department that services this program. 
• 11/12/14-Received completed
application that was faxed on 11/8/14 which was a Saturday.  Our document processing team scanned to
our electronic workbasket on 11/10/14. 
Application was processed as a self-employed part time
Acupuncturist on a claims made form, year 1.  Issued policy# [redacted] and charged
credit card for $116.00.   At the
time CSR responded to his email 11/10 (above) the application was not
visible in the electronic workbasket.
•  11/14/14-Two emails were
received at service@hpso from applicant.  
The main contact center for HPSO was unable to determine any policy
information as no identifying information was provided to assist in
locating and the emails were placed in a folder for further review by Sr.
CSR. 
• 11/18/14- Sr. CSR responded to
the 11/14/14 email requesting name/address to determine assistance.
Insured responded with name/address on same day and department determined
it was an Acupuncturist and forwarded to the correct department. 
• 11/21/14 – Sr. CSR in the Acupuncturist department contacted [redacted] to confirm that he had received the response to his 11/14/14 email.   [redacted] confirmed he received the email response sent to him 11/19. The email contained a PDF copy of his certificate with an explanation that he would not be able to access "My Account" and to call [redacted] (acupuncture line) if he had any further questions. 
•  [redacted] confirmed that he understood "My Account" was not available for acupuncturists.  He also confirmed that he was able to open the PDF of his certificate. Ms.
Ortiz, please be advised that HPSO is a strong business. We pride ourselves in
providing efficient and accurate responses to our clients’ needs and quick
resolutions to their concerns. Our service center provides service to over
1,000,000 healthcare professionals. We were able to grow to that size by
providing timely and accurate service to our customers.The
difficulties [redacted] experienced in communicating with HPSO are not taken
lightly. November was a busy month in our service center and unfortunately on
occasion a delay does occur. We continue to recruit and train new customer
service representatives. In order to reduce delays and add flexibility for our
customers, we offer self-service options for making payments, requesting a
Certificate of Insurance and verifying coverage, using our Virtual Customer
Service Representative option via our web site.   These options are highlighted on our website
but unfortunately are not available to all professions.   Our Acupuncture program is a relatively new
program we offer and as such all transactions are handled by our customer
service team and self-service is not available. 
Our customer service representatives are available Monday through Friday
8:00 am to 6:00 pm eastern time.   Thank you again [redacted] for bringing
these concerns to our attention. Melissa W[redacted], a Sr. CSR in our Center has left
spoken to [redacted] to assist in resolving his concerns. If you have any
additional questions or concerns, please feel free to contact me directly at
###-###-####.   Sincerely,Nancy G
Assistant
Vice President

February
17, 2016Dear [redacted]:This letter is in response to
correspondence dated February 11, 2016 from the Revdex.com, serving
Metro Washington DC & Eastern Pennsylvania (“Revdex.com”) concerning a complaint
filed by [redacted]. Thank you for allowing us the opportunity to...

respond.[redacted] contacted Affinity
Insurance Services, Inc. to cancel her policy on February 11, 2016. Her policy
has since been cancelled and premium has been refunded. [redacted] has advised us
the matter is now closed. We trust we have provided the
information necessary to resolve this matter.  Should you have any further questions, please
feel free to contact the undersigned.   Respectfully, Stephanie
O[redacted]AVP,
Compliance

June 9, 2015Dear [redacted],This letter is in response to correspondence dated June 8, 2015 from the Revdex.com, serving Metro Washington DC & Eastern Pennsylvania (“Revdex.com”) concerning a complaint filed by [redacted]. Thank you for allowing us the opportunity to respond.[redacted]...

submitted an application for professional liability insurance on May 21, 2015 to [redacted] insurance Services, Inc. ([redacted]). The review of this application was completed and coverage was bound on June 8, 2015.We apologize for the difficulty [redacted] incurred during the application process. We have discussed this matter with our internal customer service team. Our goal is to provide excellent customer service to our clients and we appreciate [redacted] bringing this to our attention.We trust that you will find this letter responsive to the complaint. Please feel free to contact the undersigned should you require further information in response to this matter.Respectfully,Stephanie O. AVP

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

October 2, 2017To Whom It May Concern,Thank you for the opportunity to respond to this matter.On October 2, 2017 we corrected [redacted]’s email address and have sent him his Certificate of Insurance. [redacted] confirmed receipt. We have addressed the training issue to help ensure that this will...

not happen in the future.We trust this resolves this matter. Should you require further information, please contact the undersigned directly.Respectfully,Stephanie OAVP Compliance

Thank you for your response. We are processing the request for cancellation from [redacted] and will provide a full refund. This refund should arrive within 10- 12 business days. Please let me know if you have any questions.
Thank you.
Stephanie O[redacted]
[redacted]

March 6, 2014
Dear **. [redacted]:
I have received the complaint filed by **. [redacted] regarding her experience in applying for her Professional Liability Policy with Healthcare Providers Service Organization (HPSO).  Thank you for the opportunity to address her concerns....


 
Below is a recap of information on **. [redacted]’s policy:
 
·        On 2/14/08, [redacted] applied for a policy on the HPSO website
·        During 2/17/14 to 2/21/14 [redacted] contacts our Service Center for an update on her prospective policy. The policy was not issued and Customer Service Representatives asked [redacted] to call back allowing for more time for the process to complete.
·        The complaint to the Revdex.com was submitted on 2/20/14.
·        On 2/21/14, [redacted] is connected to Senior Customer Service Representative, [redacted]. Through probing with [redacted] and research by [redacted], she concludes the application may not have been fully submitted.
o   No record of this application was in our database
o   Per the conversation with [redacted], no charge was made to her debit card.
o   The profession [redacted] mentioned she applied is not one that HPSO provides coverage.
·        On 2/21/14 [redacted] follows with [redacted]’s son regarding the profession.
o   [redacted]’s son indicates [redacted] has applied on the HPSO website as a Health Educator (Student)
·        On 2/22/14 the policy for **. [redacted] is issued. Her card is charged.
·        On 2/24/14 a Certificate of Insurance was sent to the Email account [redacted] provided on her application.
It is clear the escalation of [redacted]’s application to a more senior representative should have taken place sooner. On occasion, applications are not complete (missing or incorrect information). A senior representative has access to research those situations as [redacted] did in the recap of information above.
We pride ourselves in providing efficient and accurate responses to our clients’ needs and quick resolutions to their concerns. The HPSO service center **. [redacted] contacted provides service to over 1,000,000 healthcare professionals. We were able to grow to that size by providing timely and accurate service to our customers.
**. [redacted]’s complaint has been shared with our Leaders and Quality Team.
 
Thank you again **. [redacted] for allowing us to respond to the complaint from [redacted]. If you have any additional questions or concerns, please feel free to contact me directly at ###-###-####.  
Sincerely,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I was informed that the date could be back dated.  Since you are refusing to back date it to February, please let this serve as my written request for a full refund.  
Regards,
[redacted]

February
17, 2016
Dear [redacted]:This letter is in response to
correspondence dated February 11, 2016 from the Revdex.com, serving
Metro Washington DC & Eastern Pennsylvania (“Revdex.com”) concerning a complaint
filed by [redacted]. Thank you for allowing us the...

opportunity to respond.[redacted] contacted Affinity
Insurance Services, Inc. to cancel her policy on February 11, 2016. Her policy
has since been cancelled and premium has been refunded. [redacted] has advised us
the matter is now closed. We trust we have provided the
information necessary to resolve this matter.  Should you have any further questions, please
feel free to contact the undersigned.   Respectfully, Stephanie
O[redacted]AVP,
Compliance

Rude customer representative. I have been a customer since 2007. My account is repeatedly deleted after I pay my bill. No company accountability seems to to present.