Dear *** ***: Please accept this as our response to Mr ***'s complaintID *** Thank you for the opportunity to assist you with this matter Our agents are professionally trained and licensed to transact insurance sales in all states where they are licensed We
rarely receive complaints from our customers, so we investigate matters like this very seriously After reviewing with the agent *** ***, and the insurance carrier *** Life Insurance Company, we are confident that there was no deception or misleading sales practice involved during or after the sales transaction that occurred on February 7th 2013, between *** *** and Mr*** It has been confirmed by *** Life Insurance Company that Mr***'s email address provided is correct, and was used to receive electronic signature documents, which he executed An electronic delivery of policies he purchased along with the Summary of Benefits for his new insurance plans were also sent to his email address Insurance Brokers and Agents are not allowed to offer refunds per insurance regulation, as the funds used to purchase the insurance polices are received directly by the insurance carrier Should you have any follow up questions we will be happy to help Feel free to contact *** ***, COO Lighthouse Insurance Group, LLC., at 216-777-
Dear ***,First of all, I apologize for our organization not responding to this complaint sooner I would like state that we do from time to time have similar requests made to our organization about removing phones numbers from our internal dialing system, in which we are happy to remove
their number upon request In this case, we may have had a glitch in our system with the number being removed, as it is as simple as clicking a button I can confirm that this number has been removed and will not be called again We are deeply sorry that this individual did not fell they received our first class service To ensure this type of complaint does not present itself int he future we have completed up-training for all individuals who would be responsible for receiving these types of requests in the future Please feel free to reach out to me with any other requests.Respectfully,*** ***
Dear [redacted],Any and all insurance documents would have been submitted to the clients email or physical address, which come directly from the Insurance carrier/provider, not the agent or agency. Please let me know if you have any further questions. Thank you.
To whom it may concern:In response to the claimant's concern, I would like to make it known that we have already destroyed all personal information and placed her on our Do Not Call List. We understand that the process of obtaining health insurance can be complicated and it is never our...
intention to leave a consumer feeling this way. Our agents follow all state and federal insurance requirements and guidelines. If there is anything else we can provide regarding this complaint please advise.
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.
Regards,
[redacted]
Samuel W[redacted]4:48 PM (to me Hello Ms. [redacted], This message is regarding the complaint that was assigned ID [redacted]. After reviewing the recordings of the calls that took place between the client and our organization, we found that the client was, in fact, told that her doctor was in...
network. In the health insurance industry, carrier networks are constantly shifting. We have often seen cases of the carrier saying one thing and the doctors saying the opposite. Lighthouse Insurance Group, LLC, makes every effort to provide accurate information to our clients so that they can get the plan they need. This includes providing follow-up assistance if we initially provide information that becomes inaccurate in the future. When the client called back in to ask about the status of her complaint, she was directed to the Marketplace by one of our customer service representatives. The goal was to have the client set up with a plan that better covered the client’s doctors. However, based on the recording of that call, it sounded as though the client was then connected with a Marketplace agent that did not handle her situation correctly. After assessing our performance and escalating the client’s issue within our organization, we made several attempts to reach out to the client via phone and email in order to rectify the situation. In addition to attempting to reestablish contact, we also received verbal confirmation from the Marketplace that the client would be able to sign up for a plan that covered the client’s doctors. However, we were unable to reach the client. We understand the client’s frustration and confusion. We would be happy to reconnect with the client and get her the plan she needs. If you have any questions, please feel free to reach out to me via phone or email. Thank you for your time, Samuel W[redacted]
Samuel W[redacted] <sw[redacted]@lighthousequotes.com>Jan 29to me Hello Ms. [redacted], My name is Samuel W[redacted] and I am the Quality Assurance Representative at Lighthouse Insurance Group, LLC. I am writing this email in response to the complaint submitted to the Revdex.com on 1/4/2016 regarding...
our business (ID [redacted]). After investigating the recordings of the conversation that took place between the client and our agent, we determined that the client’s complaint was inaccurate. However, in response to his Desired Settlement, we confirmed that his supplemental insurance was cancelled and that he received a full refund for those charges. Additionally, a customer service representative reached out to the client to determine if he needed any more help. The client responded that he was satisfied and that he would not need Lighthouse Insurance Group, LLC to take further action. If you have any questions, or need any further information, please let me know. I can be reached by email at sw[redacted]@lighthousequotes.com and by phone at (216) 487-6614. Thank you, Samuel W[redacted]Quality DepartmentLighthouse Insurance Group, LLC // East Coast Office
[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].
If they will contact me by phone I will gladly listen to their offer.Please be advised that I sent Hannah F[redacted] and email on Feb 24 and I also called her a couple days later and left a message on her voice mail. So, that is my only disagreement with their response.Again, if they would call me I will work with them to resolve this matter and hopefully put this error to rest.
Regards,
[redacted]
Dear *** ***: Please accept this as our response to Mr ***'s complaintID *** Thank you for the opportunity to assist you with this matter Our agents are professionally trained and licensed to transact insurance sales in all states where they are licensed We
rarely receive complaints from our customers, so we investigate matters like this very seriously After reviewing with the agent *** ***, and the insurance carrier *** Life Insurance Company, we are confident that there was no deception or misleading sales practice involved during or after the sales transaction that occurred on February 7th 2013, between *** *** and Mr*** It has been confirmed by *** Life Insurance Company that Mr***'s email address provided is correct, and was used to receive electronic signature documents, which he executed An electronic delivery of policies he purchased along with the Summary of Benefits for his new insurance plans were also sent to his email address Insurance Brokers and Agents are not allowed to offer refunds per insurance regulation, as the funds used to purchase the insurance polices are received directly by the insurance carrier Should you have any follow up questions we will be happy to help Feel free to contact *** ***, COO Lighthouse Insurance Group, LLC., at 216-777-
Dear ***,First of all, I apologize for our organization not responding to this complaint sooner I would like state that we do from time to time have similar requests made to our organization about removing phones numbers from our internal dialing system, in which we are happy to remove
their number upon request In this case, we may have had a glitch in our system with the number being removed, as it is as simple as clicking a button I can confirm that this number has been removed and will not be called again We are deeply sorry that this individual did not fell they received our first class service To ensure this type of complaint does not present itself int he future we have completed up-training for all individuals who would be responsible for receiving these types of requests in the future Please feel free to reach out to me with any other requests.Respectfully,*** ***
Dear [redacted],Any and all insurance documents would have been submitted to the clients email or physical address, which come directly from the Insurance carrier/provider, not the agent or agency. Please let me know if you have any further questions. Thank you.
To whom it may concern:In response to the claimant's concern, I would like to make it known that we have already destroyed all personal information and placed her on our Do Not Call List. We understand that the process of obtaining health insurance can be complicated and it is never our...
intention to leave a consumer feeling this way. Our agents follow all state and federal insurance requirements and guidelines. If there is anything else we can provide regarding this complaint please advise.
I signed up with the company all over the phone.
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.
Regards,
[redacted]
We Spoke with Ms. [redacted] this afternoon and resolved her concern by refunding the amount of doctors bills owed.
Samuel W[redacted]4:48 PM (to me Hello Ms. [redacted], This message is regarding the complaint that was assigned ID [redacted]. After reviewing the recordings of the calls that took place between the client and our organization, we found that the client was, in fact, told that her doctor was in...
network. In the health insurance industry, carrier networks are constantly shifting. We have often seen cases of the carrier saying one thing and the doctors saying the opposite. Lighthouse Insurance Group, LLC, makes every effort to provide accurate information to our clients so that they can get the plan they need. This includes providing follow-up assistance if we initially provide information that becomes inaccurate in the future. When the client called back in to ask about the status of her complaint, she was directed to the Marketplace by one of our customer service representatives. The goal was to have the client set up with a plan that better covered the client’s doctors. However, based on the recording of that call, it sounded as though the client was then connected with a Marketplace agent that did not handle her situation correctly. After assessing our performance and escalating the client’s issue within our organization, we made several attempts to reach out to the client via phone and email in order to rectify the situation. In addition to attempting to reestablish contact, we also received verbal confirmation from the Marketplace that the client would be able to sign up for a plan that covered the client’s doctors. However, we were unable to reach the client. We understand the client’s frustration and confusion. We would be happy to reconnect with the client and get her the plan she needs. If you have any questions, please feel free to reach out to me via phone or email. Thank you for your time, Samuel W[redacted]
Samuel W[redacted] <sw[redacted]@lighthousequotes.com>Jan 29to me Hello Ms. [redacted], My name is Samuel W[redacted] and I am the Quality Assurance Representative at Lighthouse Insurance Group, LLC. I am writing this email in response to the complaint submitted to the Revdex.com on 1/4/2016 regarding...
our business (ID [redacted]). After investigating the recordings of the conversation that took place between the client and our agent, we determined that the client’s complaint was inaccurate. However, in response to his Desired Settlement, we confirmed that his supplemental insurance was cancelled and that he received a full refund for those charges. Additionally, a customer service representative reached out to the client to determine if he needed any more help. The client responded that he was satisfied and that he would not need Lighthouse Insurance Group, LLC to take further action. If you have any questions, or need any further information, please let me know. I can be reached by email at sw[redacted]@lighthousequotes.com and by phone at (216) 487-6614. Thank you, Samuel W[redacted]Quality DepartmentLighthouse Insurance Group, LLC // East Coast Office
[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].
If they will contact me by phone I will gladly listen to their offer.Please be advised that I sent Hannah F[redacted] and email on Feb 24 and I also called her a couple days later and left a message on her voice mail. So, that is my only disagreement with their response.Again, if they would call me I will work with them to resolve this matter and hopefully put this error to rest.
Regards,
[redacted]