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Lang Insurance Svc Inc

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Lang Insurance Svc Inc Reviews (1)

Initial Business Response /* (1000, 9, 2015/07/07) */
To Whom it May Concern,
Please find Lang Insurance response to Case #XXXXXXX; *** *** below
Ms*** came to us in November seeking individual health insurance due to her COBRA expiring from her past employer that she was let go
from months priorShe selected *** *** for her new health insurance and filled out the appropriate application here in our office and submitted a paper check to be mailedAfter the application was mailed to *** Ms*** contacted us to let us know her bank account had been compromised and needed to provide new billing information for the paymentsShe then came in and filled out new payment information for her first month's payment, which she made with a credit card and we resubmitted the billing page to ***We then had Ms*** fill out a new Automatic Withdrawal Form with her new banking account information and submitted the form to *** on 12/9/for her ongoing monthly paymentsThe new banking information was to be used for ongoing payments, however *** drafted premium for her initial premium payment when the new form was processedSince Ms*** did not put a stop payment on her first check this resulted in payments being applied toward her first month premiumShe received one refund check that was sent from *** on 12/17/and Ms*** cashed it on 12/29/and then they sent another refund payment on 1/8/which she cashed on 04/29/Due to *** receiving different payments this caused confusion with setting up the automatic deduction for monthly ongoing paymentsMs*** contacted us February after she had arrived in Boston, MA stating that her monthly payment had not been drafted from her checking accountAt that time *** *** contacted *** regarding Ms***'s inquiry*** stated that Ms*** needed to call in and make a payment over the phoneWe emailed Ms*** and her sister, whom she stated she would be staying with for a few months in Boston, the form *** requested for her to fill out again and the phone number to call for making her premium paymentShe also indicated that she would be having her mail here in Missouri forwarded to her sister's address in BostonWe didn't hear from Ms*** until June Ms*** then contacted us on 6/5/regarding a notice she received of her coverage being cancelled for non-payment backdated to 1/1/We contacted *** and spoke with *** who informed us that she could see where the EFT information was started and stopped on the same day by *** at *** then sent a ticket to the billing department for it to be reviewedShe said she would be back in contact with me(*** ***) later that day or on Monday June 8thWe then called Ms*** and informed her that we contacted *** and they were looking into it and would be back in touch with usOn 6/8/15, we contacted Ms*** letting her know that we were still waiting to hear from *** and that as soon as we knew something we would call her; At that time we also let her know that she could appeal the decisionOn 6/9/we heard back from *** they denied the reinstatement because she was sent a grace letter and termination letter via mail*** sent the letters to the same address on file that they had previously sent the refund checks which Ms*** received and cashedThe cutoff date for reinstatement which was stated in those letters was 2/28/Ms*** says she never received any correspondence from *** regarding her health insurance planUnfortunately, agents and/or brokers do not receive copies of any correspondence for individual health insurance which includes late pay and cancellation noticesOn 6/10/15, Ms*** then brought in a copy of the information she received with one of her refund checks that she received from ***Ms*** indicated the check was dated 1/8/and that she received it sometime in April Ms*** informed us that she cashed the checkWe then submitted a copy of this to *** to get a further explanationOn 6/15/we called and let Ms*** know that *** from *** informed us that she submitted an appeal to enrollment and billing regarding her policy cancellation*** then said as soon as she knew the outcome she would contact usOn the same day 6/15/*** at *** said that it would take about a week for us to hear a response on the appeal that she submitted on Ms***'s policyWhen we called Ms*** to let her know this she also stated that she signed up for a *** Dental policy, paid with a check and she never got a card and no money was ever withdrawn from her accountWe emailed *** at ***, our account concierge representative regarding the policyOn 6/16/we heard back from ***, she confirmed that the dental policy is ACTIVE, it is setup on auto payment and the last draft from her checking account was on 6/5/in the amount of $We also requested that a new dental card to be sent out to Ms***We then called Ms*** to let her know about the dental policy and at that time she informed us there has not been anything coming out of her checking account and she would call her bankWe never heard back from Ms*** regarding the *** dental policyThen on 6/25/15, we heard back from *** at *** regarding Ms***' s appeal*** informed us that the appeal was denied for reinstatement due to the fact that they had mailed grace letters to her and *** never heard from her regarding thoseOn 7/6/15, we received an email from *** at *** stating that they have received approval to reinstate her policy back to 1/1/and that the Enrollment Department is requesting her to pay the premiums due to reinstate*** with *** provided us with the number for Ms*** to call *** and pay for her monthly premium of $for 1/1/- 7/1/which represents a payment of $4,*** told us to let Ms*** know that when she calls in to make her payment there is an exception on fileWe then called and left a voicemail for Ms*** to let her know this and also sent a copy of the email from *** at *** that we received informing us of the approval to reinstate her policyWe have tried to contact her on 7/7/as well via phone, left an additional voicemail, sent an email and a certified letterWe have yet to hear back from herOnce the premium amount due has been paid, which needs to be paid no later than 07/21/15, Ms*** will then be able to submit claim reimbursement forms for her out of pocket expenses she incurred while her health insurance was not in-forceShe will be subject to her policy deductible, which is $1,
Fortunately, I believe we have never had a Revdex.com complaint filed against usSo we are not familiar with how to provide supporting documentation with our response to the complaintWe are always concerned with our clients privacy and we would greatly appreciate it if you could walk us through the processIf you have a disclaimer or signed consent from Ms*** authorizing the release of any information regarding her health insurance, we will gladly provide all of our documents and correspondence to back up our response to her complaintAll of our supporting documentation will show that our agency and staff have pursued all avenues to get this handled for her that is within our agency control and there has been zero neglect or lack of follow up with Ms***
In review I want to touch on a few main points:
2/16/15- Ms*** called us to indicate that she had noticed that the monthly payment had not come out of her accountWe provided her with the information necessary to get this handled and we never heard back from her
*** provided a letter regarding the reinstatement because they hadn't received the payments and required payment by 2/28/
Ms*** received a check for a refund of $dated 1/8/and cashed it on 4/29/When she received this, she did not contact our office about why she was receiving that check so we could then look into it for herShe did not make us aware of receiving this check until June The refund check was mailed to the same address they used for the notice of non-payment and the previous refund check she received in December
After receiving that check there were no other automatic payments withdrawn from her checking account
And again, she thought there were no payments coming out of her checking account for her *** dental policy, when in fact there have been monthly deductions from February through the current monthHer account is current and in good standing
Thank you,
*** ***
Personal Insurance Representative
***@langinsurance.com
*** Phone
*** Fax

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Address: 3920 S Old Highway 94 # 39, Saint Charles, Missouri, United States, 63304-2835

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