HealthMarkets, Inc.

Attached is our response to complaint ***Please let us know if you have any questions

HealthMarkets Insurance Agency ("HealthMarkets") is in receipt of your October 8, inquiry as well as the additional information you provided on October 12, Thank you for the opportunity to assist in this matter.Our understanding from Mrs, *** is that she applied for health insurance
via the Health InsuranceMarketplace (Marketplace) with the assistance of HealthMarkets agent *** *** back in Ms.*** believes that Ms*** provided information so that she would qualify for a subsidy,Ms*** is no longer a contracted agent with HealthMarketsWe would like to explain agents can provide a customer assistance with purchasing insurance through the MarketplaceIn the event the agent uploads financial documentation (proof of income or pay stubs) to the Marketplace on the customers behalf, this would not be anything the agent would create on their ownThe documentation would be whatever the customer provides to the agents.Our understanding is when a customer is eligible for a subsidy the Marketplace typically sends them a letter following receipt of their applicationThis letter notifies them of their application results and request that they verify all the information that was provided to them is correct and asks the customer to send proof of citizenship and annual incomeThe Marketplace does this in order to try and avoid mistakes in the beginning to prevent situations such as this.We realize there is no way for us to know exactly what was discussed at the time of application since we were not presentUnfortunately, we would not have access to a customer's Marketplace profile.Additionally, the Marketplace will not be able to release any information to HealthMarkets due to privacy.If you have any questions please contact me at *** *** or via email at*** Respectfully, *** ***, Senior Compliance AnalystCorporate ComplianceHealthMarkets Insurance Agency is the d/b/a or assumed name of Insphere Insurance Solutions, Incwhich is licensed as an insurance agency in all states and the District of Columbia,

Complaint: ***
I am rejecting this response because: 10/18/17TO: Revdex.com of Central TexasFrom: *** ***#1***In response
to *** Insurance Agency(***), Melissa Harrison’s comments:*** Vinzant NEVER met with me as you statedWhen I contacted him via telephone on 7/7/17, he informed me that I could apply over the telephone with him/through him and that he would get the information put in the computer system and forward to appropriate person(s)/companyWe then moved forward with all of my personal information i.ehim asking very personal questions-me, answering and trusting him-him putting in his computer while we spokeHe then sent me a proposal covering all bases we discussed … you have proposal in your system dated July 2017(Original) and August 2017(He revised to meet his needs as ar as effective dates were concerned.) to reflect what we discussed and what I agreed to initiallyI said let’s move forwardHe explained how the drafts would be hitting my bank account - the proposal reflected the Obama healthcare draft, the *** supplemental drafts(2) and the *** Dental draftYou have failed to include acknowledgemnt of *** Dental Policy ($9.95) in your responseHe didn’t think much of it eitherI guess not enough commission being paid on $9.95/MO policy.When he inquired about my previous insurance, he understood as it was explained to him that my COBRA plan through my former employer had ended on 6/1/He in fact said this made me eligible for Obamacare because the month lapse period stipulation was not up, therefore I was eligibleI AM NOT ELIGIBLE NOW for Enrollment due to the time *** has cost me.He explained to me that it would be DAYS(waiting period) before my coverage would begin on each policy he sold meHe explained that I would see the drafts coming through my bank account for each of the companies’ insurance payments on a monthly basis.Mr* *** ONLY sent the supplemental policies via computer for me to signHe never indicated, offered or said he would be sending any additional documents/applications via computer or U.Smail for me to fill out/complete OR that any other information was needed/requiredHe mislead me to believe he had completed ALL paperwork/application forms during our telephone conversationHe informed me it was all taken care of on that day and again, it would be days before my coverage would begin that I might want to hold off canceling the other dental policy I had at the time, just to be safe on the safe side.Also, when he asked if I was a smoker, I told him yesI noticed on the *** Life policy he put “NO”, that I was not a smokerThis was misleading to them and could’ve hurt me in the long runI could have continued paying on this policy and if something had of happened, it could’ve ended up being no good/void/nullJust an example to show how Mr* ***, *** Agent ***, was after the commission ONLY that he made off of me by selling/providing supplemental policies to meHe WAS NOT CONCERNED the least bit in the fact that I desperately needed healthcare insurance and dental insuranceHE TOTALLY AND ABSOLUTELY DECEIVED-MISLEAD-LIED-FRAUDED ME, *** ***
Regards,
*** ***

On November 8 th , 2016 at 3pm [redacted] came in to have his customer supplied non Ford key withintergral keyfob programmed. A technician utilized the Ford programming software multiple times andwas unable to get the key to program fully. The key would start the car but the keyfob functions...

wouldnot work. This technician spent nearly 2 hours attempting to resolve the issue. (including checking thefob battery) Shortly before quitting time (5pm) our Senior Master Technician tried to program it, againusing the Ford software and procedure. He also was unable to get the fob buttons to work. Thecustomer was informed that there was something wrong with the key and it would take furtherdiagnosis to determine the problem. The customer stated that he would just bring it back at anothertime for the additional diagnosis but never returned.In short the customer brought in an after- market key that was not purchased from our business and wespent approximately 2 hours trying to make his key work. While we did get it to work to start his car wecould not get the fob functions to work. We only charged him for one half hour, it is my opinion thecustomer is not entitled to a refund.David F[redacted]Service Manager

Keesee Motor Company has been in business for over 45 years and has a strong reputation for taking care of our customers like they are family. When we see a complaint, it is not taken lightly.We are regretful that [redacted]’s experience was not satisfactory. I have read over his concerns and out...

statement is as follows. When [redacted] vehicle came in he advised us that his insurance company would be paying for the damages on his vehicle and we would need to send pictures and an estimate to the insurance. We did and the insurance sent us back an estimate that was different from ours. After going over the estimate I realized the Insurance company was only covering the cost of aftermarket parts. I then called [redacted]’s insurance company and they advised me that it stated in his policy that they would only cover the cost of Aftermarket parts were available. When the insurance company requested we use those parts we immediately called [redacted] for authorization to use the aftermarket parts that his insurance company requested or would he like us to put Factory OEM parts on the vehicle. [redacted] said he would not put aftermarket parts on his car and would contact his insurance to discuss the parts. [redacted] called back and told us after talking with his insurance that his insurance policy was only going to cover the costs of the aftermarket parts and that he was not willing to incur the costs between the aftermarket and OEM parts and authorized us to use the aftermarket parts. I reiterated to [redacted] that often aftermarket parts are not an exact match and don’t have the fit and finish of the original OEM parts. We used the OEM hood and bumper parts as requested. When [redacted] came to pick up the car I walked out to his car to discuss it with him and he had pointed out that some parts were not installed correctly. Unfortunately, the parts were installed correctly, however the aftermarket fit and finish of the parts were not satisfactory. I was sympathetic with him and reminded him of the conversation we had about the aftermarket parts and the fit and finish of those parts. I offered to call his insurance company for him to discuss the fit and finish of the parts to see if they would correct the situation for him. After speaking with his insurance company several times and sending them photos and exchanging messages over the phone, over a 3-and-a-half-week period the insurance company finally agreed to pay the difference in the parts. However, they would not pay the shop for the original bumpers, the labor or any of the additional paint needed for the new bumpers. As a customer courtesy Keesee Motor Company incurred those costs. As well as a rental car for the duration of the repair.  We then ordered the parts from Lexus and the needed hood was on a Lexus backorder. I then phoned [redacted] and advised him that the parts would take several weeks and that he was welcome to stay in the Rental car through the duration of the repair. [redacted] said he understood and to call him when it was ready.When I called [redacted] to pick up the vehicle he said he was on vacation and would not be able to pick the vehicle up until the following Monday. I agreed that would be fine. That afternoon someone from [redacted]’s family stopped by the Shop and said they wanted to see vehicle. I showed her out to the car and she called [redacted] to report on the repair. I asked her if everything was satisfactory and she said yes and that [redacted] would be by on Monday to pick it up. When [redacted] came in to pick up the vehicle I again went over all the repairs with him to make sure everything was satisfactory. After going over the car with [redacted] I asked him to settle up on his portion of the bill which was a deductible in the amount $1000.00 which was his contractual agreement from his insurance company.  [redacted] suggested that I waive his deductible for the vehicle taking so long. I advised [redacted] that our company policy does not allow us to waive deductibles as we have several contractual agreements in place that do not allow us to waive deductibles. [redacted] then wanted me to pay for his car payment for the time he was without his vehicle, for the amount of 1500.00 I advised [redacted] as a customer courtesy I have already incurred the costs of the aftermarket parts, paint and labor that his insurance would not pay, as well as the providing a Rental car for him while we waited on his insurance to come to a conclusion on covering the OEM Parts, I told [redacted] that I could not reimburse him for his vehicle payments as I had already paid for the Rental car he was in as a customer courtesy nor would I reimburse him for the deductible as it would not only be against company policy but our contractual agreement. We feel that we made every effort to accommodate [redacted] and his family during their repair process, spending several hours with [redacted]’s insurance Company, his insurance adjuster, his insurance agent, providing a rental car as well as incurring the expense his insurance company was not willing to cover. We also feel that it is his responsibility as a vehicle owner to cover his contractual agreement with his insurance deductible and car payments and therefore will not be reimbursing him any money at this time. Sincerely,Aaron M[redacted]Keesee Motor Company

Complaint: [redacted]
I am rejecting this response because:Made a phone call to a denver ford company and they sent me a email on what to do.  If the company does not know how to do the right things then they should not try to do the job in the first.  The key was not a after market key, I bought it through for motor company website.  I should not have had to contact the company but is seems that the ford motor company in Cortez needs to shut down their service department and retake all classes over.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

HealthMarkets Insurance Agency (HMIA) is in receipt of your November 16, 2015 correspondenceregarding the above referenced compliant. Thank you for the opportunity to respond.According to Mr. [redacted], after visiting the healthmarkets.com website and entering his contactinformation in order to get a...

quote he has been bombarded with sales calls. Mr. [redacted] states herejected the online quote and selected another agency. He states he has received between 10 and30 sales calls per day from other organizations. Mr. [redacted] states he has requested to be taken offthe call list on several occasions; however, continues to receive calls.Our records indicate that Mr. [redacted] did utilize the HealthMarkets website(healthquote.healthmarkets.com) in order to obtain a quote on November 12, 2015 at 2:27p.m.However, we do not have any record of a telephone call placed to Mr. [redacted] after that quote wasprovided by either our HMIA internal sales center or one of our field agents. Mr. [redacted] has beenplaced on our company do not call list as he requested.

Good morning,  We wanted to confirm that we are in receipt of your October 18, 2017 request regarding complaint [redacted]. Mr. [redacted] is a former HealthMarkets agent. We are currently looking into the issues raised by Mr. [redacted] regarding the commission payments he believes he is...

owed. We hope to be providing our response next week. Thank you for your patience.