Legal Access Plans, LLC

Revdex.com: This letter is to inform you that Legal Access Plans, LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/24/4:47:PM and assigned ID [redacted] Regards, [redacted]

At this time we have cancelled [redacted] 's account and are in the process of refunding her fundsWe are attaching a letter that is being sent out today to the client as well explaining thisIf you have any further questions please feel free to contact [redacted] at [redacted] or [redacted]

[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 *** and find that this resolution would be satisfactory to me

Ms*** complaint was escalated through our internal quality team on Monday, 2/2/16, at which the refund process was already underway One of our senior leaders also reached out to Ms*** via email upon receipt of this complaint to apologize and inquire about the amount of her bank
overdraft charges so that we could immediately send a reimbursement check to her Both the refund and the reimbursement check have already been processed and Ms*** should see/receive them within the next 2-business days at the latest The reason for the original delay in processing the cancellation was that our member service team originally misunderstood that Ms*** was enrolled through her employer as part of our employee benefit legal plan and due this misunderstanding she was given incorrect information about canceling through her employer Once we contacted her to provide that information, we then discovered that she had enrolled through our consumer platform and were able to process the cancellation Unfortunately, by that time, business days later, the February 1st charge had already gone through Additional training has been provided to the customer service specialist in correctly identifying members to avoid a recurrence of this type of issue

We are sorry that you feel you needed to file a complaint to resolve this issue, as our customer service team has been actively working to assist you with the resolution of your matter.  There are two issues in this matter.  First, per the policy language, a claim can not be paid to the...

attorney until after the service is performed.  Since the filing has not yet been completed, the services are not complete and the claim can not be processed.  Claims are not paid in advance of services.  Policy language: "Upon completion of a Covered Service, the Member and/or Covered Family Member will be required by the Participating Attorney to sign a confirmation of completion. Failure to sign the confirmation may result in denial of the claim and the Member/ Covered Family Member will be responsible for all legal fees."  Secondly, instead of continuing coverage, we found that you instead enrolled in a separate, individual plan, which has an exclusion for pre-existing matters.  We had not received the necessary payment form from you to continue your coverage through the portability option.  To resolve this, we have offered to cancel your individual policy, refund or transfer the premiums paid into your individual policy over to your portable plan and collect ongoing premiums to continue your portable coverage, so that your claim can be approved once the services are completed and your attorney submits the final claim.  Policy language:  "Premiums to Members actively receiving services must remain enrolled and continue to pay premium hereunder. All benefits will be subject to subrogation and coordination of benefit rules."  All of this was communicated to your by phone today as well when our team conducted our normal follow up, in fact, prior to being notified of your Revdex.com complaint.  Again, we are truly sorry that you were unhappy with our resolution time and felt the need to escalate the matter.  We have reviewed your case and see that several team members have been diligently working on resolving your since the afternoon of Friday, August 26th when you first brought the issue to us, including contacting the attorney about the billing, locating your separate individual policy, and obtaining approval to transfer the premiums.  Because of the unusual facts, it did take us two full business days to unravel.  While we strive to resolve issues within 1 business day, this issue required several steps and we spoke with you on Monday and Tuesday to update you.  We are very sorry that you are unhappy with our response time and for any delays in your personal matterThank you,[redacted]

Revdex.com:
This letter is to inform you that Legal Access Plans, LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/24/2015 4:47:31 PM and assigned ID [redacted].
Regards,
[redacted]

At this time we have cancelled [redacted]'s account and are in the process of refunding her funds. We are attaching a letter that is being sent out today to the client as well explaining this. If you have any further questions please feel free to contact [redacted] at [redacted] or...

[redacted].