HealthMarkets Insurance Agency

customer on May 19, 2016.Our understanding from this complaint is that Ms. [redacted] purchased two annuities from her agent,[redacted]. She states he misrepresented the annuities and did not move the money in a timelymanner thereby causing her a tax liability of $22,000. Ms. [redacted] states she had...

requested oneannuity and Mr. [redacted] and INGNOYA sold her two. She states she requested they be indexed againstthe S&P and he indexed them against the LIBORE. She wishes to seek restitution of this matter aswell as to cancel her annuities due to the misrepresentation.In order to investigate this matter further we reached out to Mr. [redacted]. He states that Ms. [redacted] wasalso an agent with HMIA and in either later 2012 or early 2013 he was assigned to be Ms. [redacted]sales leader. Mr. [redacted] states she approached him asking for help on rolling over some funds she hadin her 401k and IRA through her previous employer. Mr. [redacted] states the annuities requested andpurchased at that time were, lNG Secure Index Opportunities Plus for $90,026 and lNG SecureIndex Seven for $49,893.25. He states at the time of the initial meeting it was revealed that Ms.[redacted] had already received the $49,893.25 account funds in cash and had been in possession ofthose funds (as cash) for several months. Ms. [redacted] advised him that she had been working withanother broker who had executed a transaction to roll those funds over to another qualified account.Mr. [redacted] states Ms. [redacted] further explained that this other agent did not deliver the policy timely andwhen she did get the policy she decided she didn't want it in force but it was well past the free lookperiod. He states Ms. [redacted] did cancel that policy and received the cash refund. Mr. [redacted] statesMs. [redacted] did try to put it back in the original qualified account through her prior employer;however, that request was denied. He states Ms. [redacted] had a taxable event with these fundsbefore he had ever spoken to her. Mr. [redacted] states he did recall Ms. [redacted] having a difficult timeunderstanding this and that after multiple conversations with Mr. [redacted], the Beacon representative andan lNG representative she came to understand the situation and moved forward with her annuitypurchases.Mr. [redacted] advised us that Ms. [redacted] did request to have the funds rolled over into one annuity andthat he advised her they could not commingle her qualified funds and her non-qualified funds.Therefore they had to separate her available funds into 2 different annuities. Mr. [redacted] states therewas multiple conversations with Ms. [redacted], himself and the Beacon representative explaining that ifshe wanted to purchase annuities with these funds then it had to be 2 separate annuities. Mr. [redacted]HealthMarkets Insurance Agency is the d/b/a or assumed name of lnsphere Insurance Solutions, Inc. which islicensed as an insurance agency in all 50 states and the District of Columbia.states that she had understood and agreed and obviously executed the 2 separate annuitytransactions.Mr. [redacted] states once it was settled that the funds she had in cash would not be eligible for a qualifiedroll over but would rather be a purchase they had some discussions about purchasing an indexeduniversal life insurance policy which would have been tied to the S&P. We ran illustrations on thisand ultimately determined that the better option was the annuity.Mr. [redacted] states Ms. [redacted] had agreed and acknowledged that her predicament was due to herdealings with the previous broker and mentioned that she would have a hard time pressing the issuewith that broker who she claimed was a personal friend of hers. Mr. [redacted] states everything was fineafter that and the closing of her annuity sales went smoothly. Mr. [redacted] states Ms. [redacted] was laterterminated from HMIA and that the first complaint regarding this issue was subsequent to hertermination.Mr. [redacted] advised us these annuities have been active since May 2013 and that this is the secondcomplaint from Ms. [redacted]. He states they have already litigated this matter to a conclusion of nowrong doing on his part. Mr. [redacted] explained that representatives from both Beacon and lNG wereinvolved and the matter was settled back in 2013 - 2014.In the event Ms. [redacted] will need to cancel her annuities she will need to contact lNG directly.Should you have any questions regarding this matter you may contact me directly at ###-###-#### ,via fax at ###-###-#### or via email at [redacted]

The company has responded with the same typical disregard for accountability and responsibility as with previous complaints that I have reviewed. While I plan to close the matter and move-on, I am providing the information requested relating to specific communication methods referenced in my initial complaint.
ehealthinsurance.com
gohealth.com
IndividualHealthQuotes
GoHealth
Inshere Insurance Solutions, Inc. (No recognizable identification d/b/a or assumed name of relationship to HealthMarkets Insurance Agency to consumer)
###-###-####
###-###-####
###-###-####
In closing, the unsolicted and harssing cummunications ceased within 48 hours of filing my complaint, which seems strangely coincidental considering HealthMarkets tap dancing response of any accountability and responibility related to this complaint.

I cannot add anymore much more to the request and I believe it was closed as well.  Please close and do not use this e-mail address. There is an established process for dealing with Access Health CT directly with them and I was on the phone with [redacted] discussing his options with Access Health CT call center prior to this complaint and they were going to re-enroll him which [redacted] requested however his account was locked.  This requires waiting for Access Health CT to review and remove.  I cannot make this process move faster. This complaint cannot be assisted further on my end because verification documents were not sent correctly and I assisted [redacted] with resolution despite not having access to his account.    [redacted]'s account was locked out again which means enrollment had to be handled by Access Health CT IRD internally, this happened previously as well. This is not my process and I was never paid by [redacted] directly, also his hours on the phone and issues with Access Health are not uncommon and not a reason to not follow their process.  I also will not discuss further at this point because Access Health CT does have records of [redacted] and [redacted] also has an online account that confirms this.   I am not responsible for Access Health CT providing misinformation or not handling enrollment correctly. Additionally because matching premiums are paid to the insurance company and multiple required documents confirming election and requesting verification documents were sent to [redacted], in addition to the enrollment matching my records I believe he was enrolled in the correct plan and there is little I can do at this point other than to recommend discussing with Access Health CT directly because of issues with the policy being cancelled and Access Health CT not correctly cancelling his plan with Healthy CT.  [redacted] does deserve this reviewed correctly by Access Health CT. Access Health CT has all calls recorded, and any discussion they do not know him or do not have these calls in my view is false.Again cancellation of this insurance is only for non payment or lack of verification documents.  [redacted] should be entitled to coverage reinstatement because he paid premiums on time and had his verification documents in correctly, or he should get a refund for the months his plan was cancelled because he paid premium incorrectly after cancellation since verification documents were not included which means he was disenrolled correctly.  That refund would come from Heatlhy CT, his insurance company, after direction from Access Heatlh CT.Thanks

First off, I never told him that was our household income. As a matter of fact, I asked repeatedly why he wasn't submitting my husbands pay stubs. According to his text, it was because that is how I can get the subsidy. I am attaching screen shots of the conversations we had. It doesn't cover everything, but it shows that I never got any documentation from Mr. [redacted] and when I asked him on the text why he claimed such a low income, he said it was because that is how you get the government subsidy.    Best Regards, [redacted]

In response to [redacted]'s complaint, please e-mail E-mail to [redacted] directly and not health markets.  I am not associated with them and nor is this complaint:First I am very sorry for this experience because it is one I hear too often.  I want to clear up a few things said...

because I feel that [redacted] has had a terrible consumer experience, however I do not handle the billing, claims, or tax credit associated with the complaint and brokers for Health do not.  [redacted] CT does.  I also have no control once a consumer's account goes into an override status.  That means all transactions for the account go specifically through a resolution department that brokers have no way of handling or processing or knowing about mistakes if made. I also have other consumers who are experiencing the same type of issue with Healthy CT and [redacted] CT.  They are following a complaint process that [redacted] also needs to follow and he will have the option I believe of refund or having coverage reinstated.  As happens with many consumers of mine as well, by the time the consumers are reached out to by [redacted] or the resolution happens it is too late to make the situation right and consumers are left without coverage at important times.  So I will repeat that I am sorry for this experience because not having insurance when you paid for it and need it its frustrating.Some important points to this are that [redacted] paid all his premium and still does even though he does not have an active card.  There are only two ways to lose insurance through [redacted] and that is non-payment or not verifying income.  As long as [redacted] verified his income then there is a major problem with the way the enrollment by the resolution department was done.  Anything that [redacted] has said differently is not true, only two ways insurance can be cancelled.  With a lockout nobody can touch the account by that internal [redacted] CT department.I enrolled [redacted] while working in the call center for a third party of [redacted] CT.  At the time there were account problems, called an override as discussed, where enrollment is not possible from the broker or call center end.  So stating I changed plan or would benefit from that in any way is false.  I do believe that [redacted] was enrolled in the correct carrier with a matching premium. These enrollments are all done over the phone and confirmation correspondence is sent from [redacted] CT and the insurance company of the plan name, plan type, premium, tax credit, and any verification documents needed.  This is required reading namely the verification documents. The one thing I would question to [redacted] and I would not advise clients this is to "not to think twice about his plan".  Looking over all the documentation, correspondence, and even I believe the medical ID card says bronze plan on it to ensure that because of the existing trouble before we spoke and I enrolled [redacted] the correspondence should have been reviewed.  With all that stated if [redacted] paid his premium every month and his verification documents were sent in correctly then he is owed an explanation for why his insurance was ever cancelled from [redacted] CT, this is the reason for the I can't help statement. I also did a few hours of research during open enrollment instead of helping other new consumers. I was on the phone with [redacted] and our last conversation they were re-enrolling him for 11/1 when they realized the call center could not do it because of the override.  I am not able to push through [redacted] CT resolution department issues although I feel badly for [redacted] because I feel he deserved a better consumer experience but the broker does not control billing and verification which are the only two things that can lead to a cancellation from [redacted]. My understanding is that [redacted] will hear back shortly if he has not already directly from [redacted] CT.  please e-mail to E-mail to [redacted]

We take our customer's experiences with our agents very seriously.  Thank you for giving us the opportunity to correct any dissatisfaction that you felt in dealing with one of agents.  It is our understanding, at this point, that you have been contacted by another HealthMarkets agent...

and are now satisfied with your health insurance coverage.  We appreciate all of our customers and are happy that you were able to work with our agent with a beneficial result.

HealthMarkets Insurance Agency, Inc. is a distribution organization that contracts with several insurance companies and connects them with self-employed licensed insurance agents to market insurance products.HealthMarkets takes concerns of our clients very seriously and we appreciate the opportunity...

to address any dissatisfaction you may have had with an agent.  It is our understanding from agent, [redacted], that she contacted you recently regarding the co-payments and utilization of doctors and your concern has been addressed to your satisfaction.  If that is not the case please let us know.  If your concerns have been addressed we are glad to hear a satisfactory resolution was obtained and again we appreciate the opportunity to address the issue.   Sincerely,  [redacted], HIASenior Agency Audit and Oversight Specialist  Agency Standards Unit HealthMarkets Insurance AgencyLife | Health | Medicare | Long-Term Care

HealthMarkets Insurance Agency (HMIA) is in receipt of your March 7, 2016 correspondence regarding theabove referenced compliant. Thank you for the opportunity to respond.Mrs. [redacted] states her agent, [redacted], offered her health insurance knowing that it would go up as soon asthe Marketplace...

requested proof of income. Mrs. [redacted] believes he did this in order to get her to sign up andfor him to get the credit. Mrs. [redacted] states he falsified hers and her husband's income drastically to get a lowerrate. She states she repeatedly asked for a copy of the application and benefits and was told it would be sent;however, to this day, she has not seen a copy of her application. Mrs. [redacted] believes Mr. [redacted] trickscustomers into signing up with him because of a low rate then when the Marketplace requests proof of income,the customer gets stuck paying more than double the premium and tax penalty. Mrs. [redacted] states now shecan't afford the premium and may risk not having health insurance since open enrollment is closed.In order to obtain additional information we contacted Mr. [redacted]. He states he was advised the total householdincome for both Mr. and Mrs. [redacted] was $60,000 and that this is the amount he reported on the application.Mr. [redacted] indicated Mrs. [redacted] did provide a copy of her pay stub; however, he didn't receive a copy of Mr.[redacted]' pay stub. Mr. [redacted] stated a brochure highlighting the benefits of the health coverage was left with Mrs.[redacted] at the time of application. The policy along with a copy of the completed application would have beensent to the [redacted]' by the health carrier.We regret that Ms. [redacted]' experience with HMIA was less than satisfactory and appreciate her sharing thisinformation.Should you have any questions regarding this matter you may contact me directly at ###-###-#### , via fax at###-###-#### or via email at [redacted].

Ms. [redacted],We replied to your email on February 8, 2018 at 8:49 AM.  In this email reply, we attached a copy of the Settlement Agreement requesting that you return an executed copy to us in order to resolve this matter.  We resent the Settlement Agreement, along with a copy of the original email to your email today at 12:39 PM.  When HealthMarkets receives the executed agreement, we will reimburse you, as agreed.  Thank you.[redacted]Senior Director Agency Standards

HealthMarkets Insurance Agency (hereafter referred to as "HMIA") is in receipt of your July 2, 2015correspondence addressed to HMIA regarding the above referenced file. Thank you for the opportunity toassist you.Mr. [redacted] states the company is using deceptive internet advertising creating the...

illusion that it isAnthem Blue Cross Blue Shield in order to solicit private confidential personal information. Mr. [redacted]states the company is using several shadow companies to disseminate private confidential personalinformation which he states is generating numerous unsolicited and harassing calls and emails. Mr.[redacted] states that there is an agent that represents themselves in Parker, CO and Greenwood Village,CO and that the company is using a local telephone number for two different agents. Mr. [redacted] statesthe company is using multiple 800 numbers driving unsolicited harassing telephone calls.With regards to the agent representing themselves in more than one city, please understand when anagent is licensed to sell in a particular state they have the ability to sell in that entire state and are notlimited to a specific city. HMIA agents are self employed. Some agents have their own store front/agencythey work from and some may work out of their home. Mr. [redacted] did not provide examples of the 800numbers he references so it would be hard to address this. There are many agents that choose topurchase 800 numbers as a convenience to the customer.In order to investigate the allegations regarding deceptive internet advertising and the use of shadowcompanies we will need for Mr. [redacted] to provider more information. Such as the source and or internetsite and what lead him to these conclusions.