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Healthspan, Inc.

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Reviews Healthspan, Inc.

Healthspan, Inc. Reviews (15)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint and no one has contacted me and I have been calling over and over again for the last year and there have been no fixes to my accountMy account has been wrongly canceled and until they say we will apply the money I paid to the right account I reject this offer. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

We did receive Mr***’s original complaint filed through the Revdex.com on June 30, 2015. On July 2, 2015, a letter was entered into the Revdex.com site stating that we could not respond to the Revdex.com without an Appointment of Representative (AOR) Form. A form was also attached to this response. The same day, a letter and an AOR form were sent to Mr*** at the address listed on his complaint, along with a copy of his complaint. The letter stated that he either needed to send us a signed complaint, or fill out the AOR form and return it to the Revdex.com in order to process his compliant. (See attachments) Per our policy, we must have a signed letter from the member or a signed AOR in order to process complaints. As of this date, we have not received either, and therefore, cannot process his complaint at this time

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
*** ***

Revdex.com:
You can close this complaintI decided not to respond or to have any further contact with that companyI am getting new insurance this month
Regards,
*** ***

See attached documentHEALTHSPANSeptember 9, 2015*** *** ** *** *** *** *** ** ***Dear *** ***:I am writing in follto a complaint from the Revdex.com which was received on September 9, 2015.Please be advised that the HIPAA regulations regarding Privacy and Confidentiality prohibit disclosure of protected health information; therefore, we are unable to respond to the Revdex.com without an Appointment of Representative.In order for us to process this complaint, there are two options:You can sign the enclosed copy of your complaint that was submitted to theRevdex.com, return it to us, and we will process your complaint and respond directly to youPlease mail this copy of your signed complaint to:HealthSpanGrievance Coordinator* * *** *** *** ** ***Orfax it to: ***Or you can sign the enclosed Appointment of Representative form andforward it onto the Revdex.com to completeThey will then submit this form to us and we will process the complaint and respond directly to the Revdex.com.If you have any questions, please call *** or *** TTY/TDD.Sincerely,Cheryl RAppeal/Grievance Coordinator HealthSpan *** *** *** *** ** *** ***

September 9, 2015
 
[redacted]
Marketplace Resource Consultant
Cincinnati, OH
 
RE:     [redacted]
         ...

ID#[redacted]             
 
Dear [redacted]:
 
I am writing in follow-up to your
letter dated September 4, 2015.
 
Please be advised that the HIPAA
regulations regarding Privacy and Confidentiality prohibit disclosure of
protected health information; therefore, we are unable to assist you with this
matter and will contact the member directly.
 
Thank you very much for bringing
this to our attention.
 
Sincerely,
 
 
Cheryl R[redacted]
Member Advocate
Customer Relations
[redacted]

September 30, 2015
[redacted]
Marketplace Resource Consultant
Revdex.com
Cincinnati, OH
RE:     [redacted]
ID#:    [redacted]             ...


Dear [redacted]:
I am writing in follow-up to your
letter that was received on September 29, 2015.
Please be advised that the HIPAA
regulations regarding Privacy and Confidentiality prohibit disclosure of
protected health information; therefore, we are unable to assist you with this
matter and will contact the member directly.
Thank you very much for bringing
this to our attention.
Sincerely,
Cheryl R.
Grievance & Appeal Coordinator
HealthSpan
[redacted]
Cleveland, OH  44101
Phone: [redacted]
Fax: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
My view on this matter has been attached and is addressed to HealthSpanA full copy of the text is contained in the body of the message bellow
To HealthSpan,
I would like to thank you for having taken the time to
respond to the claim issued with the Revdex.com pertaining to your
billing practices and errorsYour commitment to getting this resolved is
acknowledged, but unfortunately your response is truly disappointing
Having tried for over four months to mitigate your mistakes
with your customer relations department, I have to emphasize that your response
is nothing less than insultingDuring many of the conversations, which may have
been recorded for training purposes, had with your employees I was repeatedly
denied access to my payment records and was constantly told that I missed a
payment in March, or April, or that the last payment that shows in your
records for is December 3rd , hence being behind the required
premium payments and therefore you demanded that I make additional premium
paymentsDespite my repeated attempts to explain to your own employees how
your billing system works and how all your customers pay a month in advance,
and how I have paid all the premiums, and I have the banking records to prove
that I am and always have been up to date with all payments, you insisted and
continue to insist that I owe more that I actually doYour constant contradiction
regarding which month was unpaid is a clear sign of an attempt at deceit and
serves only to prove your lack of professionalism and ethics
During my last conversation, which may have been recorded
for training purposes, with one of your customer relations representative I was
told that the last payment for that is posted in your records is December
3rd and that you have no records of a payment in December 29th,
2014, as I indicated many times and my banking records reflectDuring the very
same conversation, that may have been recorded for training purposes, I have
repeatedly asked for a complete list of the payment records for 2014, only to
be denied firmly such a listIt is strange that only after I have issued the
complaint with Revdex.com your were more than willing to supply the list of payments
for and 2015, but you have done so in a manner that is untruthful,
therefore purposely lying about my records with the intent of deceiving and
hiding your incompetenceThe list you have provided is riddled with errors and
inaccuraciesThroughout the many conversations, that may have been recorded
for training purposes, with your customer relations reps I have emphasized that
all the bills pertaining to my health care services provided by [redacted]
or HealthSpan have been done through online bill payment service provided by my
Bank and the payments of the premiums have been setup for the 20th
or 25th of each monthIf that is the case, how do you explain the
December 13, and December 16, payments listed in your response? Am I to assume that my bank has taken upon
itself to pay my bills ahead of the time frame indicated by me, or is it more
plausible to assume that you have used the December 13, payment as a means
of justifying the December 16, payment?
By the way, the last payment for has been made in December and
not the 13th and the last payments for have been made in
December 3rd and 29thNot only that, but if you would
take the time to actually look at the payment records you would immediately
realize that all the payments have been made at the end of the month, with few
exceptions due to holidays or weekends that have pushed the payments to the
beginning of the next month
Actual payments made to [redacted] and HealthSpan
since December are as follows:
December 23rd , ---- $January 23rd , ---- $February 3rd,
---- $February 24th,
---- $March 21st,
----$April 24th ,
----$May 21st
---- $June 23rd
---- $July 28th
---- $August 28th
---- $September 29th
----$October 28th
----$November 28th
---- $December 29th
----$January 29th
----$March 2nd
----$March 30th
----$April 28th
----$May 19th
----$July 17th
----$307.66
July 29th
----$August 28th
----$
As one can tell from the dates and sums posted above and in total
contrast to your records, there is a clear lack of professionalism that
explains your incompetence, hence my remarks throughout this letter. Your lying is mindboggling!
Furthermore, you continue with your very complicated math in order to
provide some form of explanation for this utterly unjustified stupidityThe
math that you use has no basis in this conversation due to it being flawed by
way of the nature of the premiums that have continuously increased throughout
the yearsSometimes in the middle of
the year I would find myself with an increase in the premiumNot only that,
but if the records provided, as flawed as they are, prove that I have made
payments in and payments in 2015, and we are in September 15th,
2015, and each customer pays a month in advance, the only logical deduction one
can make is that I have paid my premiums up to the end of and including all of
the month of September which is the ninth month of the year, in case you get
confusedTherefore, if I made payments in as indicated by the list
provided by you and my banking records, I am up to date with all the premium
paymentsYour attempt to credit me $only to request $is a
ridiculous attempt to extort more money out of me and is the dumbest possible
route you could have takenIt is without a doubt, at this point, that your
incompetence has no boundaries and your corporation should not be allowed to
participate in the health care market
In closing, I have never claimed that I have overpaid for
any of the years since my enrolment with [redacted] or HealthSpan, but I
have continually stated that you demand of me to overpay your corporation in
the amount consisting of two monthly premiums that you so nicely explained
would be a gesture of goodwill on your part by only demanding $and crediting
me $This dear corporation is the height of ignorance, arrogance and
stupidity on your part
The fact that you lied so openly about my payment history in
your response to my claim should have some serious legal implications for your
corporationSuch a behavior is unacceptable! There needs to be some
accountability for your actions!
Your response is insulting, therefore rejected!
Regards,
[redacted]

We have received the requested Appointment of Representative form and are reviewing [redacted]' concerns.  We will respond as soon as a complete investigation is performed.  Thank you.???L??S???October 13, 2015[redacted] Marketplace Resource Consultant Cincinnati Revdex.comRE: [redacted] |D#: [redacted]Dear [redacted]:Thank you for contacting HealthSpan with your concern. This is in response to a complaint/grievance we received in our office on October 2, 2015. Those concerns have been documented, distributed, and addressed with the appropriate staff. On behalf of HealthSpan, please accept our sincere apology for any frustration or inconvenience you experienced due to this matter. Communication such as yours helps to improve the quality of care.[redacted]' information has been forwarded to HealthSpan's Membership Department for review, and after a complete investigation, it was determined that there were two payments made by [redacted] that were not posted to his account. This occurred when [redacted] made these two payments online and entered his account number incorrectly. These payments have now been posted to [redacted]' account and his balance due is now zero.[redacted]' insurance plan was not cancelled for non-payment, The termination notice came from the [redacted] on the October 8 enrollment files. This notice included information to term [redacted]' insurance coverage effective October 23, 2015. HealthSpan cannot not re-enroll [redacted]. He will need to re-enroll through the [redacted] at [redacted] or by calling [redacted].We would like to extend our apologies to [redacted] for any frustration he has experienced due to these concerns.You have a right to access and receive a copy of any materials relevant to your complaint/grievance. You may obtain copies of these materials by contacting the Customer Relations Department Monday through Thursday 8:15 a.m. to 5:00 p.m. and Friday 9:00 a.m. to 5:00 p.m. at ([redacted], or you may write to:HEALTHSPAN[redacted]If you are dissatisfied with the outcome of your complaint, you may request a second level of grievance/complaint. If you have compelling information or documentation to support your position, please direct further correspondence to:[redacted]HealthSpan values the comments and concerns expressed by our members and actively seeks to identify and implement improvements in our practices as a result of member feedback. Thank you for taking the time to put your concerns in writing. We value your membership and will continue our efforts to provide you With quality health care and Service.Sincerely,Cheryl R[redacted] Appeal/Grievance Coordinator HealthSpan [redacted]

Per HealthSpan's Membership Administrative Department, the prior information sent is the only payment information that we have.  We will need to have proof of any payment the member is stating that is missing, such as the front and back copy of his check or a confirmation number for any online payments made.  Per documented calls, [redacted] was previously asked to send in his proof of payment so that we could research further.  [redacted] refused to do so.  There is nothing further we can do at this time, without proof of payment.  We have already researched 2013, 2014, and 2015 payments.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
we sent the Revdex.com a release form to discuss and dispute this matter on our behalf. We have canceled the account and would now just like a refund of the funds applied to the wrong account. 
Regards,
[redacted]

July 2, 2015
 
 
[redacted]
Marketplace Resource Consultant
Revdex.com
Cincinnati, OH
 
RE: 
[redacted]
ID#: [redacted]       
 
 
Dear Ms. [redacted]:
 
I am...

writing in follow-up to your
letter that was received on July 1, 2015.
 
Please be advised that the HIPAA
regulations regarding Privacy and Confidentiality prohibit disclosure of
protected health information; therefore, we are unable to assist you with this
matter and will contact the member directly.
 
Thank you very much for bringing
this to our attention.
 
Sincerely,
 
 
Cheryl R.
Appeal/Grievance Coordinator
HealthSpan
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Good morning [redacted], Thank you for taking the time to review my response to HealthSpan. Inc and providing your honest assessment regarding the payment issues addressed earlier in my initial complaint and then in my response. Your truthful and sincere attempt at bringing this to a just resolution for both parties involved is greatly appreciated. With all due respect, if the information or documentation/ confirmation provided by HealthSpan is sufficient and acceptable for you and the institution that you represent, Revdex.com, in order to reach your conclusions, then the information/ documentation or confirmation provided by me, should be equally valid. After all, this dispute started from Health Span accusing me of not paying my dues to them and as previously mentioned and proven, their claim is baseless and without any documentation to demonstrate this fact. Furthermore, throughout this process their claim has been repeatedly disproven by simple and demonstrable facts such as documented payment history provided as requested and in the same form as the business has provided their side of the documentation, simple arithmetic, general knowledge of basic notions such as the number of months in a year and, more importantly, by the billing practices used in the industry of health care services that require all customers to pay a month in advance in order to benefit for health care coverage. Even looking at the discrepancies between the two responses from HealthSpan such as their statement that I have claimed to have overpaid my dues when this was never the case, quite the contrary my claim is that HealthSpan demands that I overpay, should have been enough to provide you and Revdex.com with an accurate image and assessment of the issues at hand and their true and honest intentions. There is a big difference between the claim that I have overpaid, which is a past action and untrue (I have never claimed to have overpaid), and their demand that I overpay, which is a future action and desired outcome by HealthSpan in order to cover up their record keeping incompetence. Lastly, the initial claim with your institution has been made precisely because HealthSpan accused me of wrong doing and continue to do so presently by continuing to send bills that are erroneous and would require me to overpay, therefore the burden of proving that I have not complied with the contractual agreement between the two parties, rests on their shoulders and not mine. The accuser always has to prove the accusations, otherwise it is just hearsay. Just a few questions in order to better understand your stance on this issue: If I were to claim that I have overpaid by 4 months my dues to HealthSpan, who would have to prove that this is the case? Me or the business? On whose shoulders rests the burden of proof? Would you require the business to bend over backwards to provide documentation showing the contrary?   In conclusion, please send my responses to HealthSpan and also post the correspondence on the Revdex.com’s website so that other customers see the facts and, maybe just maybe, they can find other options to protect themselves from this type of predatory practices.   Thank you for all you have done to mediate this misunderstanding!  
Regards,
[redacted]

February 1, 2016
[redacted]
Marketplace Resource Consultant
[redacted]@cincinnati.Revdex.com.org
RE: 
[redacted]
ID#: [redacted]           
Dear [redacted]:
I am writing in follow-up to...

your
letter that was received on January 28, 2016.
Please be advised that the HIPAA
regulations regarding Privacy and Confidentiality prohibit disclosure of
protected health information; therefore, we are unable to assist you with this
matter and will contact the member directly.
Thank you very much for bringing
this to our attention.
Please Note:  A copy of this letter was received by us from
the [redacted] and we have resolved this issue with the
member through them.
Sincerely,
Cheryl R[redacted]           
Grievance & Appeal Coordinator
HealthSpan
[redacted]

August 26, 2015
[redacted]
Marketplace Resource Consultant
Revdex.com
Cincinnati, OH
RE: [redacted]
ID#: [redacted]            
Dear [redacted]:
I am writing in follow-up to...

your
letter that was received on August 26, 2015.
Please be advised that the HIPAA
regulations regarding Privacy and Confidentiality prohibit disclosure of
protected health information; therefore, we are unable to assist you with this
matter and will contact the member directly.
Thank you very much for bringing
this to our attention.
Sincerely,
Cheryl R.
Appeal/Grievance Coordinator
HealthSpan
P.O. Box 93764
Cleveland, OH  44101
[redacted]

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Address: 225 Pictoria Dr Ste 320, Cincinnati, Ohio, United States, 45246-1616

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