Complaint: [redacted] I am rejecting this response because: Good Afternoon, I appreciate the responseHowever I specifically recall informing [redacted] that the Bronze plan is not the plan that I wanted to enroll inI understand insurance and how more coverage is the best option despite not needing it at the timeI am still unsure as to why I was placed on the Bronze plan without my consent I also understand that there is a complaint process that I need to followHowever whenever I speak with either parties involved it seems as if no one has recollection of speaking with me Sincerly, [redacted]
In response to ***'s complaint, please e-mail E-mail to *** 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 *** 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 *** *** 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 madeI also have other consumers who are experiencing the same type of issue with Healthy CT and *** *** CT They are following a complaint process that *** 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 *** *** 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 frustratingSome important points to this are that *** 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 *** *** and that is non-payment or not verifying income As long as *** verified his income then there is a major problem with the way the enrollment by the resolution department was done Anything that *** *** has said differently is not true, only two ways insurance can be cancelled With a lockout nobody can touch the account by that internal *** *** CT departmentI enrolled *** while working in the call center for a third party of *** *** 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 *** was enrolled in the correct carrier with a matching premiumThese enrollments are all done over the phone and confirmation correspondence is sent from *** *** 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 documentsThe one thing I would question to *** 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 *** the correspondence should have been reviewed
With all that stated if *** 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 *** *** CT, this is the reason for the I can't help statementI also did a few hours of research during open enrollment instead of helping other new consumersI was on the phone with *** and our last conversation they were re-enrolling him for 11/when they realized the call center could not do it because of the override I am not able to push through *** *** CT resolution department issues although I feel badly for *** 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 *** ***My understanding is that *** will hear back shortly if he has not already directly from *** *** CT
please e-mail to E-mail to ***
Complaint: [redacted]
I am rejecting this response because:
Good Afternoon,
I appreciate the response. However I specifically recall informing [redacted] that the Bronze plan is not the plan that I wanted to enroll in. I understand insurance and how more coverage is the best option despite not needing it at the time. I am still unsure as to why I was placed on the Bronze plan without my consent.
I also understand that there is a complaint process that I need to follow. However whenever I speak with either parties involved it seems as if no one has recollection of speaking with me.
Sincerly,
[redacted]
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
Complaint: [redacted] I am rejecting this response because: Good Afternoon, I appreciate the responseHowever I specifically recall informing [redacted] that the Bronze plan is not the plan that I wanted to enroll inI understand insurance and how more coverage is the best option despite not needing it at the timeI am still unsure as to why I was placed on the Bronze plan without my consent I also understand that there is a complaint process that I need to followHowever whenever I speak with either parties involved it seems as if no one has recollection of speaking with me Sincerly, [redacted]
In response to ***'s complaint, please e-mail E-mail to *** 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 *** 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 *** *** 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 madeI also have other consumers who are experiencing the same type of issue with Healthy CT and *** *** CT They are following a complaint process that *** 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 *** *** 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 frustratingSome important points to this are that *** 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 *** *** and that is non-payment or not verifying income As long as *** verified his income then there is a major problem with the way the enrollment by the resolution department was done Anything that *** *** has said differently is not true, only two ways insurance can be cancelled With a lockout nobody can touch the account by that internal *** *** CT departmentI enrolled *** while working in the call center for a third party of *** *** 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 *** was enrolled in the correct carrier with a matching premiumThese enrollments are all done over the phone and confirmation correspondence is sent from *** *** 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 documentsThe one thing I would question to *** 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 *** the correspondence should have been reviewed
With all that stated if *** 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 *** *** CT, this is the reason for the I can't help statementI also did a few hours of research during open enrollment instead of helping other new consumersI was on the phone with *** and our last conversation they were re-enrolling him for 11/when they realized the call center could not do it because of the override I am not able to push through *** *** CT resolution department issues although I feel badly for *** 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 *** ***My understanding is that *** will hear back shortly if he has not already directly from *** *** CT
please e-mail to E-mail to ***
Complaint: [redacted]
I am rejecting this response because:
Good Afternoon,
I appreciate the response. However I specifically recall informing [redacted] that the Bronze plan is not the plan that I wanted to enroll in. I understand insurance and how more coverage is the best option despite not needing it at the time. I am still unsure as to why I was placed on the Bronze plan without my consent.
I also understand that there is a complaint process that I need to follow. However whenever I speak with either parties involved it seems as if no one has recollection of speaking with me.
Sincerly,
[redacted]
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