Lighthouse Insurance Group Reviews (%countItem)
Lighthouse Insurance Group Rating
Address: 6100 Rockside Woods Blvd N Ste 310, Independence, Ohio, United States, 44131-2387
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+1 (216) 393-1851 |
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This is another pop-up insurance company that does not actually cover anything. I paid an outrageous fee for a basic eye exam after paying my premium to this company for several months. When I tried to cancel this plan, along with the main insurance (whom I have also filed a complaint against), they assured me there was no problem. They have not cancelled the plan, and continually harass me via both phone and email. I cannot afford to, nor should I be expected to pay for absolutely nothing, especially after my official request to cancel the bogus "insurance" plan.
Lighthouse Insurance Group (LIG) takes concerns of this nature very seriously and we appreciate this feedback being brought to our attention. LIG has completed a formal investigation of the call(s) and policies in question.
You stated that the vision plan you signed up for did not cover anything and you had to pay an outrageous fee for a basic eye exam. The policy that you purchased provided coverage to a nationally known vision network and included one free eye exam each year from an in-network provider as well as coverage of 100% up to $30 for an out-of-network provider. The in-network providers affiliated with this insurance represent some of the largest and most widely available vision providers.
You also stated that when you tried to cancel the plan, we assured you there was no problem cancelling. For compliance and quality assurance, LIG maintains call logs and call recordings for every call made to and from our company. Our call logs show no record of a call where you spoke with a LIG Member Services Agent to process a cancelation of your policies. LIG does have record of you leaving two messages for our Member Services Team. In both instances, a Member Services Agent attempted to contact you in a timely manner and left a voicemail for a return call. The first was a voicemail message on 12/10/2019 after you spoke to your vision insurance provider and they transferred you to LIG. A LIG team member followed up with a call to you the next morning but were unable to reach you. The next message was handled by our Screening department who captured your concern and passed it along to our Member Services Team. Our Member Services Agent called you later that day but you were not available and a voicemail was left. Any subsequent calls were with the intent to assist you with the status of your policies. Since your policies are no longer active, and because you have requested to no longer be contacted, LIG has placed you on our internal Do Not Call list.
***Director of Operational Performance
They have called me incessantly since I looked at an insurance quote weeks ago, and when I asked them to remove my number from their list they tried to object using scare tactics about the coronavirus
Lighthouse Insurance Group (LIG) takes concerns of this nature very seriously and we appreciate this feedback. LIG has completed a formal investigation of the call(s) in question.
You stated that LIG has called you incessantly since you looked at an insurance quote weeks ago. For compliance and quality assurance, LIG maintains call logs and call recordings for every call made to and from our company. Looking at the past several weeks, our call logs show record of only one call to you on 3/10/2020 at 12:28pm EST. On this call you requested to be added to the Do Not Call List. The LIG representative added you to the list and you have not received calls from LIG since.
You have also stated that that our representative used scare tactics concerning the Coronavirus. After listening to the recording, our representative mentioned that it was important because of the illness our nation is facing right now. The health insurance products that we offer are very valuable because they help our members prepare for illnesses. It is not the intent of LIG, or any of our representatives, to use scare tactics to express the importance of the insurance products we offer. We appreciate you sharing this feedback.
DO NOT DO BUISNESS WITH THESE PEOPLE! I called to ask about insurance and get a quote from Ester ***. She told me I had to give my bank info in order to submit an application. I was uneasy about this but she clarified and reassured me nothing would be charged until I decided to move forward, however three days later they had withdrew the money I did not give permission for. It was a huge hassle dealing with these people. This was during open enrollment and I didnt receive a check in the mail until after the first of the year. I repeat DO NOT DO BUSINESS WITH ESTER
We sincerely apologize for the miscommunication regarding the processing of your payment and the inconvenience it has caused. It is important to LIG that all members have a clear understanding of their insurance policies, including when and how payments are processed. Upon notification of this issue, LIG’s Member Services Department took immediate action by requesting a reimbursement for all charges. We appreciate you taking the time to share this feedback so that we can utilize it to further improve our process and experience for our members.
This company has call centers that are calling me 6 times a day and becoming racial and harrassing . I have contacted my phone company whom has noted the phone harrassment and would like me to file charges . I really want the calls and discrimination to stop . You black one number and they call from 2 more . They are direct lines to the company . I have called the company and their customer service thinks it's all a joke and argues with me . 6 times a day just from one of the 3 numbers that harrasses ne
Lighthouse Insurance Group appreciates this concern being brought to our attention. After receiving this complaint, our Quality Assurance Coordinator investigated all recorded calls with the customer’s phone number. Please see the review of our findings:Our call records indicate that we had only two calls with the customer’s phone number, and both were inbound phone calls where the customer called our company. The first call took place on 1/2/2020 and the second took place on 1/8/2020. On the first call, the customer asked to speak with someone in the corporate office. The call was going to be transferred to someone, but the call disconnected due what sounded like a poor phone connection.On the second call, it was explained to the customer, by our Member Services Agent, that more than one company may have her information and may be calling her. She was adamant that we were the ones that kept calling her over and over. She explained that she was harassed by someone that kept calling, and that they said racial things to her.There is no record that Lighthouse Insurance Group called the customer six times a day, nor any record of an outbound call to this customer from our phone system. We have two calls on record, both of which were inbound calls where the customer called Lighthouse Insurance Group. None of these calls contained harassing or racial content. Thus, the harassing calls did not come from Lighthouse Insurance Group and may have been from another company or individual. Additionally, the customer has never purchased insurance from Lighthouse Insurance Group. To ensure that the customer is not contacted in the future, the customer’s phone number has been placed on our internal do not call list.
Thank you,Kathleen VCall Center ManagerLighthouse Insurance Group***
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W: www.lighthousequotes.com
Received death threats from a private number after a phone call from them.... dont make the call center mad
During the phone call I was read my street after the call a private number started calling and threatening my life while reading my address ....
Lighthouse Insurance Group (LIG) takes concerns of this nature very seriously and we appreciate this being brought to our attention. On 12/7/2019, the customer notified us by phone that they had received threatening calls from an individual after receiving a call from our company. The customer mentioned that the threatening calls were coming from private numbers.
For compliance and quality assurance, LIG maintains call logs and call recordings for every call made to and from our company. Upon notification of this claim, our Management Team immediately investigated by listening to every call between the customer and our company. Below are our findings of the 4 calls between the customer and LIG:
12/7/2019 4:56pm Incoming call from the customer in which our Agent answered the call, but the customer did not respond.
12/7/2019 4:56pm Incoming call from the customer in which our Agent greeted the customer, but the customer only responded by repeating “Nah” and “Yah” after our Agent asked how they could be of assistance.
12/7/2019 5:14pm Incoming call from the customer in which the customer requested to speak with a Manager. The customer expressed their concern about threatening phone calls, and the Manager informed the customer that our Compliance Team would investigate.
12/9/2019 2:39pm The Manager attempted to contact the customer to provide the findings of the investigation. The customer did not answer, and a voicemail message was left with our contact information.
Based on the information the customer provided, and what we have found in our investigation, the threatening calls received were not from LIG as there were no threats made in any of these phone calls. Furthermore, LIG’s outbound dialing system is automated, and all calls made from our company display our Caller ID number. This feature cannot be overridden to show a private phone number.
When a customer is shopping for insurance and requests a quote online, they are opting into receiving phone calls. Dozens of insurance agencies have access to that customer’s phone number and begin actively trying to reach the customer to earn their business. It is possible that the calls causing this concern were received from another company, as they were not from LIG.
The sales representative listed below is a liar. I told him I lost my job and was just calling for a quote for health insurance. He was very aggressive and told me I needed to give him my card info to save the quote, but I could call back whenever I was ready to move forward and process the payment. I obviously was uncomfortable with this and asked him several times when my card would be charged. He said not until I told them to proceed. This morning I noticed a charge for the insurance and when I called for a refund I was told I'd have to wait to receive a check in the mail. As someone recently unemployed this is clearly unacceptable and poor company representation. In retrospect I should have just hung up on him but I thought he was helping me save money.
Kevin *. T-Team Lead
Licensed Sales Agent: AZ,CA,FL,GA,IL,KY,LA,MI,NC,NJ,NY,OH,OR,PA,SC,TN,TX,VA
NPN#*** Lighthouse Insurance Group, LLC
We sincerely apologize for the miscommunication regarding the processing of your payment and the inconvenience it has caused. It is important to LIG that all members have a clear understanding of their insurance policies, including when and how payments are processed. Upon notification of this issue, LIG’s Member Services Department took immediate action by requesting a reimbursement for all charges. We appreciate you taking the time to share this feedback so that we can utilize it to further improve our process and experience for our members.
Lighthouse took money out under fraud for 6 months and only said they would refund only one month
We appreciate your feedback at Lighthouse Insurance Group and we take these concerns very seriously. After receiving your Revdex.com Complaint our QA Coordinator pulled the recorded calls between you and the agent Ester R. Based on the information you provided to the Revdex.com it seems that you are looking for a refund of premiums paid because you feel “Lighthouse took money out under fraud for 6 months and only said they would refund only one month”.
Please see the review of our findings:
*** spoke to a Lighthouse Insurance Group agent, Ester R on 5/16/2018. This was a 26-minute call between *** and Ester R. On this call the agent discussed an “insurance solution” using two separate insurance carriers. *** which is *** and would be your individual major medical policy; then your supplemental insurance policies which included your vision and would be administered through ***. Ester reiterated that *** is supplemental coverage and it would be there to protect *** and *** from catastrophic events and it also included their vision. On this call there was no objection to any of the coverages discussed with Ester R.
A second phone call was had with ***s wife, *** on 5/21/2018 prior to being enrolled into coverage. This was an 18-minute call between Ester R and ***. During this call, Ester explained both coverages separately, gave both carrier names, and how they worked. *** did not object to any insurance coverages discussed.
On 5/25/2018 the enrollment with Mr. and Mrs. took place, over the phone with Ester R. This was a 25-minute call. During this call, the agent had to read a series of disclosures to the customer concerning the supplemental coverage. These included a payment authorization, and a voice signature agreement. At the end of the reading, the agent asked if they agreed and both Mr. and Mrs. said “Yes”. At the close of the call the agent explained that it would be *** that bills the customer.
At the close of the enrollment Ester sent a “recap email” explaining the break down of premium(s) and the insurance carriers that administered those premium(s). Our QA Coordinator listened to these calls and reviewed the emails sent to *** on 5/29/2018 at approximately 9:16am EST recapping the enrollment into *** and ***.
***
I believe you spoke to *** directly and received a 1-month refund from the carrier, as Lighthouse Insurance Group is an insurance agency and does not withdraw funds for premiums. We are sorry for any frustration this experience has caused you, but unfortunately based on the information provided through the recordings, email recaps, and application authorizations Ester R handled the enrollment correctly and compliantly.
Thank you again for the feedback.
Kind Regards,
Lighthouse Insurance Group Team
I called the company on 10/9/17 to advise I keep getting calls from this number for Healthcare, and they are leaving excessive messages in my voicemail box. These called were made around 2:45p Eastern time. On the first call the young lady would not allow me to explain all of my concerns and she hung up on me. On the next call a gentleman answered and I asked to speak with the Supervisor. He said he will handle it instead, as the Supervisor was not available. I asked for his name, he failed to give it to me. Said he will document to have my number removed. I was trying to give him the 704 number that keeps placing the calls as the woman on the first call stated they have various agencies. He too put me on an unwanted hold (didn't ask), and hung up too!
Lou,
Thank you for bringing this to our attention.
We have reviewed the call recordings and these are our findings.
Ms. was called by our company on 10/09/2017 at 11:48am EST and 2:44PM EST on the above mentioned date. Our company was unable to get a hold of Ms. at those times. We were responding to an inquiry Ms. made online regarding health insurance quotes.
At 2:47PM Ms. called into our organization explaining that she was having concerns about being called. We told her she would be placed on our "DNC" list. The representative tried to explain to Ms. that multiple companies would still be contacting her and that she would not receive anymore calls from Lighthouse Insurance Group. Ms. was DNC'd at 2:47pm on 10/9/17.
At 2:49PM Ms. called in again to our company, and asked to be placed on the DNC for a second time and to speak to a supervisor. Our representative took her information down so that we could reach out to her. She was placed on the DNC list once again at 2:49PM EST.
At 3:11PM Ms. called into our company again to advise our screening department that she had submitted a complaint to the FCC. Lighthouse Insurance Group then DNC'd her for a 3rd time.
Please note that Ms. original request at 2:47PM EST on 10/9/2017 was completed and Lighthouse Insurance Group made no other attempts to reach her after this time stamp. All other calls were made to us by Ms..
We believe that Ms. is confusing Lighthouse with other agency's that maybe attempting to call her.
thank you,
Kristin Carey
why here...