To Whom It May Concern: According to the call records with the SureMed membership, the member originally called on 1/5/in regards to an overdrawn bank accountSureMed removed the payment method per client request until he could figure out what happenedLater on that same day, he spoke to his agent giving the ok to re-add the payment method and then retry the payment for the SureMed membershipThere were no other calls until 2/5/around PM, when the client called to cancel his membershipBilling had already taken payment of the monthly $charge as of AM that morningMembership terms state that SureMed “cancellations must be received business days prior to bill date to avoid payment from being processed.” This client called to cancel after the monthly bill had already chargedIf a member calls to cancel on their bill date, the membership is canceled immediately, however any transactions that have already processed to the bank are irreversible since membership terms state “All payments are non-refundable, including enrollment fees and monthly charges.” The client’s membership then continues until their padate, which is based on payments receivedIn this case, this client’s membership ends on 3/4/ Although he states in his complaint that he left a voicemail, phone reports have been reviewed and there are no calls from this member besides the calls on 1/5/and 2/5/and both were answered by our representatives, with no voice mails left We are unable to refund this member for any past charges His account is now cancelled and as long as he does not reactivate his membership, nothing further will charge.Best Regards, Case Management Team [email protected]
To Whom It May Concern,This client has now been issued a full refund for his SureMed planThe refund previously issues was for the months the plan was active at $per month, the amount of the membership that was unusable in MaineAn additional refund was issued today for the remaining portion of the planBest Regards,Elizabeth S [redacted] Case Manager SpecialistPhone #: 610-740-0007Fax #: [email protected]
To Whom It May Concern: While we can understand the client’s frustration with calling the [redacted] department and not getting a live person the first time she called on 12/27/2017, it was explained in the voicemail recording that someone would get back to her within one business dayIn the voice message that she left, she did not indicate that she wanted to cancel her membershipShe was only requesting a call back The client called back the next business day before someone reached back out to her In the membership terms with [redacted] it states in item 2: “All payments are non-refundable, including enrollment fees and monthly chargesCancellations must be received business days prior to bill date to avoid payment from being processed.” This means that even if the account had been cancelled on 12/27, it would still not have been sufficient time to prevent the 12/payment from processingAdditionally, all members have the ability to cancel their own membership at any time by logging into their online [redacted] portal Again, while we do understand the client’s concerns and her request for a refund, we cannot grant this request Thank youSincerely, Case Management TeamTell us why here
[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThe money was refunded, but I did have to fight for itThe current response from [redacted] is appropriateMy issue should not have been ignored by [redacted] when I brought the fraudulent behavior of the broker to their attentionThank you, Revdex.com for being a tremendous consumer resource Regards, [redacted]
August 18, 2016To Whom it May Concern;We are in receipt of the complaint filed on 8/9/with the Revdex.comagainst IWeQuotesThe complaint number is [redacted] .IWebQuotes receives daily requests for Health and Life insurance quotes through our in house siteAny leads received are never resold by us to any outside companyEvery attempt is made to provide exceptional service to all potential clientsEach phone call is monitored to ensure that our agents are providing these clients with this type of service.On August 8th at 4:02pm, Eastern Standard time, we received a request from the client that submitted the complaintAt 4:and at 4:two separate agents attempted to connect with this clientThe conversation that occurred at 4:lasted minutes and secondsDuring this conversation the agent removed the client's phone number from our call list as well as placed her on the do not call list with our companyOnce her information was removed, our agents have not made any further attempts to contact this clientMoving forward, we will continue to honor the wishes of this client to no longer be contacted by IWebQuotes again,SincerelyJohn PPresident
August 21, 2017Dear [redacted] ,This response is a second follow up on complaint ID [redacted] While we do our best to try and resolve every client's concern, it does not seem like this is possible on this caseAt this point, there is nothing further that we can provide to resolve the client's concerns.We did not receive a direct complaint from the clientOur Compliance Team only learned of this compliant through the Revdex.com.I understand the client said that the plan "was supposed to be superior to [redacted] Health..." and he is still looking to get a refund on most or all of his funds, but the client had material at his disposal showing that this was a Short-Term planAlso, Short-Term medical plans, does not mean that they are inferior to other insurance carriersShort-Term medical only means that they have a specific end date, and they are not compliant with the Affordable Care Act planSince the client enrolled in coverage outside the open enrollment period, this is what was available to himThe plan benefits may have very well been more superior to [redacted] Health, but it depends on what the client is specifically referring to,Thank you.Best Regards,Compliance Team
07/24/2017To Whom it May Concern:We received a letter on 07/24/in regards to a complaint that was submitted on 07/17/with ID [redacted] ,The client states that we have repeatedly been contacting her, even after requesting to be placed on the Do Not Call listAfter review and investigation, we were unable to find the client in our system based on the information that she provided to your company(Name, telephone number, email address) it is our belief that she is receiving numerous phone calls, but not from our organization specificay.If any additional information is needed, please let us know.Thank you,Compliance Team
To Whom It May Concern: We have reviewed the Sales Call, and even though the client was advised of the $enrollment fee and agreed to it, SureMed has refunded it as of todayWhile we understand the client was upset in regards to the circumstances, the manager of SureMed did not hang up on the client, and they are not capable of blocking callsThey were just following the protocol for refunds Thank youCase Management TeamPhone #: ###-###-#### [redacted]
I am rejecting their response because it is not accurate or trueI have received over calls from this company many of them after I requested to be added to their no call list and they stated that I was added to the no call list in their responseI have attached some call logs to show that their response is not true and to also show the calls I continue to receiveI can provide you with my entire call log from 4/3/if needed and I also have reason to believe some of the other calls on my log from different area codes are related back to this same organizationPlease DO NOT provide them a copy of the call list that I have attached because of the other personal phones calls listed that I do not want made available to a possible scam Complaint: [redacted] Regards, [redacted] ***
To Whom It May Concern: We wish that we can resolve the client's issue, but in this case we cannotThe client claims that the company, SureMed is a scam, which it is notIt is a legitimate company that offers a variety of products to help supplement other coverageOn 7/24/2017, the client spoke with his agent times, and agreed to the policy termsThe agent read a verification script requesting affirmative responses from the client in understanding what he was signing up forThe agent said that with SureMed there is a one time non-refundable enrollment fee of $20, with a $monthly feeThe first month is $40, and then $thereafter, to which the client did agreeThe client called and spoke to SureMed today, 8/25/2017, and requested to cancel the policy and requested a refundIt is policy that if a client wants to cancel, they can do this any time, but if they call on or after the billing date, they are covered for that month, and the next billing cycle, which in this case would be 9/25/2017, the coverage will terminate and no more payments will be taken out Thank youBest Regards, Compliance Team Ideal Concepts, [email protected] Fax: [redacted]
July 29, To Whom It May Concern; We are in receipt of the letter dated on 7/25/in regards to a complaint that was filed against iWebQuotes Once the letter was received we immediately researched the name associated with the complaint At iWebQuotes, we regularly receive requests for health and life insurance quotes Every attempt is made to provide exceptional service to each potential client Our call logs are monitored to ensure that our agents are providing clients with this type of service On July 21st, 2016, our agents attempted to call this particular client three times to provide the requested quotes On the third attempt, we placed this client on the do not call list This action was completed minutes after we received her request to receive a quote Once the client was removed from our call list, our agents have not made any further phone calls to the client Moving forward, we will continue to honor the clients with to not be called by iWebQuotes.Sincerely,John PPresident
To Whom It May Concern:We can understand how this situation may be frustrating to the clients involved, so we do apologize for any confusionHowever, our compliance team did review the sales calls and found that the agent did not say it was required to have dental and vision with their major medicalThe agent said he was bundling [redacted] (major medical) with SureMed as the supplemental policyThe client said that sounded like a good deal after the agent explained itThe agent did read a mandatory verification script, explaining what the client was gettingThe script also included the disclosure that the enrollment fee for SureMed was nonrefundable and also required to get an affirmation from the client agreeing to the terms of each of the policiesThe client did agree verbally to all statementsThank youSincerely, Case Management Team
February 3, 2017To [redacted] ;We are in receipt of the letter dated on 01/31/in regards to a complaint that was filed against iWebOuotesOnce the letter was received we immediately researched the name associated with the complaint,At iWebOuotes, we regularly receive requests for health and life insurance quotesEvery attempt is made to provide exceptional service to each potential clientOur call logs are monitored to ensure that our agents are providing clients with this type of service.On September 25, 2014, we received this lead through our in house systemOur agents have attempted to reach this client periodically in past years, but were either not connected or got an answering machine each timeThe client requested to be taken off our list on her Friday 1/20/voicemail and on Monday 1/23/she was marked as Do Not Contact in our systemThe client then re-entered our system as a new lead on 1/30/when we received a new quote request from the webThis action initiated new calls to the client due to the new inquiryShe then requested again to be put on our Do Not Contact Fist on 1/30/and she was marked as requested for Do Not Contact on 1/30/No additional attempts have been made to contact the client since 1/30/2017.Sincerely,John PPresident
To Whom it May Concern;We are in receipt of the letter dated on 12/5/in regards to a complaint that was filed against iWebQuotes by [redacted] ,At iWebOuotes, we regularly receive requests for health and life insurance quotesEvery attempt is made to provide exceptional service to each potential client, Our call logs are monitored to ensure that our agents are providing clients with this type of service.This agent is an independent contractor, Our Compliance department has done an internal investigation on this complaint and was able to get the client's [redacted] enrollment fee refunded to her, as requestedWe do not want clients feeling tricked or misinformed about the policies they are purchasing and take this matter very seriously, The agent has been reprimanded and suspended.Sincerely,John PPresident iWebOuotes
Dear [redacted] ,This is a response to complaint ID [redacted] Unfortunately, we did not have a call recording available at the time the sale took place on 6/29/We were not able to review the Sales conversation between the client and agent Jason E [redacted] However, we do have a recording later on when call recordings were made available, and the client called to ask some information about his plan on 9/26/The agent made sure the client had access to his account online, where he would be able to see what plan he had and what type it wasAlso at the time of sale, the agent sent out two emails, one was an email with a link to the [redacted] Short Term brochure, and the second email was to confirm the enrolment, and break down what the client signed up for and what type of plans they were.The main complaint that the client said he had, was that he did not sign up for a short-term plan and he was not made awareWhite we cannot confirm this verbally, we can confirm that he was notified via email on two separate occasions, once prior to the sale and once after once the enrollment was confirmed.Also, the client said that he never received any "verbal notice" that his policy was going to cancel as of January 1, [redacted] will either send an email notification or send a letter to the client prior to their termination date to let them know that their policy will expire.Thank you.Best Regards,Compliance Team
[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me HOWEVER, I would like this complaint to now be on file and I would like you to know that I have answered about three of the calls that they loggedAfter letting them know that I asked to not be contacted again, they still didSince then, I have placed the number on my 'block list'The last call I received from them was 9/ Regards, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I was told if I had reached someone the day I attempted calling several times and left a message, it would have been cancelled What company that is honest does not refund when a service is cancelled? I do not have an Internet login for [redacted] and I can find nothing in the documents I have that says it requires three day advanced notice This just came up on the phone with the customer service manager as a comment after It was found they had just submitted a charge to my card for the advanced service and was told that no refunds ....ever was their policy Would never had done business with this company knowing what I am learning now Regards, [redacted]
To Whom It May Concern: According to the call records with the SureMed membership, the member originally called on 1/5/in regards to an overdrawn bank accountSureMed removed the payment method per client request until he could figure out what happenedLater on that same day, he spoke to his agent giving the ok to re-add the payment method and then retry the payment for the SureMed membershipThere were no other calls until 2/5/around PM, when the client called to cancel his membershipBilling had already taken payment of the monthly $charge as of AM that morningMembership terms state that SureMed “cancellations must be received business days prior to bill date to avoid payment from being processed.” This client called to cancel after the monthly bill had already chargedIf a member calls to cancel on their bill date, the membership is canceled immediately, however any transactions that have already processed to the bank are irreversible since membership terms state “All payments are non-refundable, including enrollment fees and monthly charges.” The client’s membership then continues until their padate, which is based on payments receivedIn this case, this client’s membership ends on 3/4/ Although he states in his complaint that he left a voicemail, phone reports have been reviewed and there are no calls from this member besides the calls on 1/5/and 2/5/and both were answered by our representatives, with no voice mails left We are unable to refund this member for any past charges His account is now cancelled and as long as he does not reactivate his membership, nothing further will charge.Best Regards, Case Management Team [email protected]
To Whom It May Concern,This client has now been issued a full refund for his SureMed planThe refund previously issues was for the months the plan was active at $per month, the amount of the membership that was unusable in MaineAn additional refund was issued today for the remaining portion of the planBest Regards,Elizabeth S [redacted] Case Manager SpecialistPhone #: 610-740-0007Fax #: [email protected]
To Whom It May Concern: While we can understand the client’s frustration with calling the [redacted] department and not getting a live person the first time she called on 12/27/2017, it was explained in the voicemail recording that someone would get back to her within one business dayIn the voice message that she left, she did not indicate that she wanted to cancel her membershipShe was only requesting a call back The client called back the next business day before someone reached back out to her In the membership terms with [redacted] it states in item 2: “All payments are non-refundable, including enrollment fees and monthly chargesCancellations must be received business days prior to bill date to avoid payment from being processed.” This means that even if the account had been cancelled on 12/27, it would still not have been sufficient time to prevent the 12/payment from processingAdditionally, all members have the ability to cancel their own membership at any time by logging into their online [redacted] portal Again, while we do understand the client’s concerns and her request for a refund, we cannot grant this request Thank youSincerely, Case Management TeamTell us why here
[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThe money was refunded, but I did have to fight for itThe current response from [redacted] is appropriateMy issue should not have been ignored by [redacted] when I brought the fraudulent behavior of the broker to their attentionThank you, Revdex.com for being a tremendous consumer resource Regards, [redacted]
August 18, 2016To Whom it May Concern;We are in receipt of the complaint filed on 8/9/with the Revdex.comagainst IWeQuotesThe complaint number is [redacted] .IWebQuotes receives daily requests for Health and Life insurance quotes through our in house siteAny leads received are never resold by us to any outside companyEvery attempt is made to provide exceptional service to all potential clientsEach phone call is monitored to ensure that our agents are providing these clients with this type of service.On August 8th at 4:02pm, Eastern Standard time, we received a request from the client that submitted the complaintAt 4:and at 4:two separate agents attempted to connect with this clientThe conversation that occurred at 4:lasted minutes and secondsDuring this conversation the agent removed the client's phone number from our call list as well as placed her on the do not call list with our companyOnce her information was removed, our agents have not made any further attempts to contact this clientMoving forward, we will continue to honor the wishes of this client to no longer be contacted by IWebQuotes again,SincerelyJohn PPresident
August 21, 2017Dear [redacted] ,This response is a second follow up on complaint ID [redacted] While we do our best to try and resolve every client's concern, it does not seem like this is possible on this caseAt this point, there is nothing further that we can provide to resolve the client's concerns.We did not receive a direct complaint from the clientOur Compliance Team only learned of this compliant through the Revdex.com.I understand the client said that the plan "was supposed to be superior to [redacted] Health..." and he is still looking to get a refund on most or all of his funds, but the client had material at his disposal showing that this was a Short-Term planAlso, Short-Term medical plans, does not mean that they are inferior to other insurance carriersShort-Term medical only means that they have a specific end date, and they are not compliant with the Affordable Care Act planSince the client enrolled in coverage outside the open enrollment period, this is what was available to himThe plan benefits may have very well been more superior to [redacted] Health, but it depends on what the client is specifically referring to,Thank you.Best Regards,Compliance Team
07/24/2017To Whom it May Concern:We received a letter on 07/24/in regards to a complaint that was submitted on 07/17/with ID [redacted] ,The client states that we have repeatedly been contacting her, even after requesting to be placed on the Do Not Call listAfter review and investigation, we were unable to find the client in our system based on the information that she provided to your company(Name, telephone number, email address) it is our belief that she is receiving numerous phone calls, but not from our organization specificay.If any additional information is needed, please let us know.Thank you,Compliance Team
To Whom It May Concern: We have reviewed the Sales Call, and even though the client was advised of the $enrollment fee and agreed to it, SureMed has refunded it as of todayWhile we understand the client was upset in regards to the circumstances, the manager of SureMed did not hang up on the client, and they are not capable of blocking callsThey were just following the protocol for refunds Thank youCase Management TeamPhone #: ###-###-#### [redacted]
I am rejecting their response because it is not accurate or trueI have received over calls from this company many of them after I requested to be added to their no call list and they stated that I was added to the no call list in their responseI have attached some call logs to show that their response is not true and to also show the calls I continue to receiveI can provide you with my entire call log from 4/3/if needed and I also have reason to believe some of the other calls on my log from different area codes are related back to this same organizationPlease DO NOT provide them a copy of the call list that I have attached because of the other personal phones calls listed that I do not want made available to a possible scam Complaint: [redacted] Regards, [redacted] ***
To Whom It May Concern: We wish that we can resolve the client's issue, but in this case we cannotThe client claims that the company, SureMed is a scam, which it is notIt is a legitimate company that offers a variety of products to help supplement other coverageOn 7/24/2017, the client spoke with his agent times, and agreed to the policy termsThe agent read a verification script requesting affirmative responses from the client in understanding what he was signing up forThe agent said that with SureMed there is a one time non-refundable enrollment fee of $20, with a $monthly feeThe first month is $40, and then $thereafter, to which the client did agreeThe client called and spoke to SureMed today, 8/25/2017, and requested to cancel the policy and requested a refundIt is policy that if a client wants to cancel, they can do this any time, but if they call on or after the billing date, they are covered for that month, and the next billing cycle, which in this case would be 9/25/2017, the coverage will terminate and no more payments will be taken out Thank youBest Regards, Compliance Team Ideal Concepts, [email protected] Fax: [redacted]
July 29, To Whom It May Concern; We are in receipt of the letter dated on 7/25/in regards to a complaint that was filed against iWebQuotes Once the letter was received we immediately researched the name associated with the complaint At iWebQuotes, we regularly receive requests for health and life insurance quotes Every attempt is made to provide exceptional service to each potential client Our call logs are monitored to ensure that our agents are providing clients with this type of service On July 21st, 2016, our agents attempted to call this particular client three times to provide the requested quotes On the third attempt, we placed this client on the do not call list This action was completed minutes after we received her request to receive a quote Once the client was removed from our call list, our agents have not made any further phone calls to the client Moving forward, we will continue to honor the clients with to not be called by iWebQuotes.Sincerely,John PPresident
To Whom It May Concern:We can understand how this situation may be frustrating to the clients involved, so we do apologize for any confusionHowever, our compliance team did review the sales calls and found that the agent did not say it was required to have dental and vision with their major medicalThe agent said he was bundling [redacted] (major medical) with SureMed as the supplemental policyThe client said that sounded like a good deal after the agent explained itThe agent did read a mandatory verification script, explaining what the client was gettingThe script also included the disclosure that the enrollment fee for SureMed was nonrefundable and also required to get an affirmation from the client agreeing to the terms of each of the policiesThe client did agree verbally to all statementsThank youSincerely, Case Management Team
February 3, 2017To [redacted] ;We are in receipt of the letter dated on 01/31/in regards to a complaint that was filed against iWebOuotesOnce the letter was received we immediately researched the name associated with the complaint,At iWebOuotes, we regularly receive requests for health and life insurance quotesEvery attempt is made to provide exceptional service to each potential clientOur call logs are monitored to ensure that our agents are providing clients with this type of service.On September 25, 2014, we received this lead through our in house systemOur agents have attempted to reach this client periodically in past years, but were either not connected or got an answering machine each timeThe client requested to be taken off our list on her Friday 1/20/voicemail and on Monday 1/23/she was marked as Do Not Contact in our systemThe client then re-entered our system as a new lead on 1/30/when we received a new quote request from the webThis action initiated new calls to the client due to the new inquiryShe then requested again to be put on our Do Not Contact Fist on 1/30/and she was marked as requested for Do Not Contact on 1/30/No additional attempts have been made to contact the client since 1/30/2017.Sincerely,John PPresident
To Whom it May Concern;We are in receipt of the letter dated on 12/5/in regards to a complaint that was filed against iWebQuotes by [redacted] ,At iWebOuotes, we regularly receive requests for health and life insurance quotesEvery attempt is made to provide exceptional service to each potential client, Our call logs are monitored to ensure that our agents are providing clients with this type of service.This agent is an independent contractor, Our Compliance department has done an internal investigation on this complaint and was able to get the client's [redacted] enrollment fee refunded to her, as requestedWe do not want clients feeling tricked or misinformed about the policies they are purchasing and take this matter very seriously, The agent has been reprimanded and suspended.Sincerely,John PPresident iWebOuotes
Dear [redacted] ,This is a response to complaint ID [redacted] Unfortunately, we did not have a call recording available at the time the sale took place on 6/29/We were not able to review the Sales conversation between the client and agent Jason E [redacted] However, we do have a recording later on when call recordings were made available, and the client called to ask some information about his plan on 9/26/The agent made sure the client had access to his account online, where he would be able to see what plan he had and what type it wasAlso at the time of sale, the agent sent out two emails, one was an email with a link to the [redacted] Short Term brochure, and the second email was to confirm the enrolment, and break down what the client signed up for and what type of plans they were.The main complaint that the client said he had, was that he did not sign up for a short-term plan and he was not made awareWhite we cannot confirm this verbally, we can confirm that he was notified via email on two separate occasions, once prior to the sale and once after once the enrollment was confirmed.Also, the client said that he never received any "verbal notice" that his policy was going to cancel as of January 1, [redacted] will either send an email notification or send a letter to the client prior to their termination date to let them know that their policy will expire.Thank you.Best Regards,Compliance Team
[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me HOWEVER, I would like this complaint to now be on file and I would like you to know that I have answered about three of the calls that they loggedAfter letting them know that I asked to not be contacted again, they still didSince then, I have placed the number on my 'block list'The last call I received from them was 9/ Regards, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I was told if I had reached someone the day I attempted calling several times and left a message, it would have been cancelled What company that is honest does not refund when a service is cancelled? I do not have an Internet login for [redacted] and I can find nothing in the documents I have that says it requires three day advanced notice This just came up on the phone with the customer service manager as a comment after It was found they had just submitted a charge to my card for the advanced service and was told that no refunds ....ever was their policy Would never had done business with this company knowing what I am learning now Regards, [redacted]