HealthEZ

Hello, This email is in response to the complaint ID [redacted] A card was mailed to the customer at the address that was provided to us on 8/This customer contacted us for the first time 9/and was emailed a temporary insurance cardWe also verified during this phone call that the address on file is correct and another card was mailed to this address 9/When I spoke to the customer on 9/12, I went through a list of providers and called all of them to verify they understand they accept the customer’s insuranceAfter going through the list, I emailed this information to her so she could make an appointmentAlso attached to the email was a summary of her benefits and information on how to create an online account to access this information herself.I called the customer again on 9/to check to see if she had received her card and confirmed it was sent to the correct addressShe had not yet, but I advised that it may still be coming through USPSI gave her the benefits information again and she confirmed she received the list of providersI left a voicemail on 9/for the customer because a business partner indicated to HealthEZ that she was still not happyThe voicemail was not returnedI contacted the customer on 10/again and verified that the address we have to mail the card to is completely correctAnother card was sent through certified mail on 10/The customer was then instructed to decide where she would like to go to the doctor and then call me back once she had so we can conference call and make sure they understand they accept her coverageOn 10/7, I conference called two facilities and both confirmed they accept her insuranceThe member was satisfied and asked for a list of urgent cares near hereThis was sent minutes after the phone call and then sent again an hour laterI have not heard from the customer since thenPlease let me know if there are any other inquiriesThank you,BrianneLet us know how we are doing - click here to fill out a short survey.Brianne [redacted] Client Services Managerbrianne[redacted] @healthez.com Direct: ###-###-####www.healthez.com www.americasppo.com

Hello, This email is in response to the complaint ID [redacted]. A card was mailed to the customer at the address that was provided to us on 8/30. This customer contacted us for the first time 9/12 and was emailed a temporary insurance card. We also verified during this phone call that the...

address on file is correct and another card was mailed to this address 9/14. When I spoke to the customer on 9/12, I went through a list of providers and called all of them to verify they understand they accept the customer’s insurance. After going through the list, I emailed this information to her so she could make an appointment. Also attached to the email was a summary of her benefits and information on how to create an online account to access this information herself.I called the customer again on 9/21 to check to see if she had received her card and confirmed it was sent to the correct address. She had not yet, but I advised that it may still be coming through USPS. I gave her the benefits information again and she confirmed she received the list of providers. I left a voicemail on 9/27 for the customer because a business partner indicated to HealthEZ that she was still not happy. The voicemail was not returned. I contacted the customer on 10/6 again and verified that the address we have to mail the card to is completely correct. Another card was sent through certified mail on 10/7. The customer was then instructed to decide where she would like to go to the doctor and then call me back once she had so we can conference call and make sure they understand they accept her coverage. On 10/7, I conference called two facilities and both confirmed they accept her insurance. The member was satisfied and asked for a list of urgent cares near here. This was sent 30 minutes after the phone call and then sent again an hour later. I have not heard from the customer since then. Please let me know if there are any other inquiries. Thank you,BrianneLet us know how we are doing - click here to fill out a short survey.Brianne [redacted]Client Services Managerbrianne.[redacted]@healthez.com   Direct: ###-###-####www.healthez.com   www.americasppo.com