We apologize for the confusion that this customer is having regarding her insurance policy, and hope to help get this resolved We will be reaching back out to her to provide the assistance she is requesting
Revdex.com:I have reviewed the response made by the business in reference
to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.After I found out the insurance that I signed up for was not insurance but a discount program I asked lighthouse to pay my daughter's $medical billsI spoke with Marcy in resolutionsThe first time I put in the request she said it was closed because when I spoke to the agent he didn't say I wanted them to payI told her I put in the request with herShe said she would put in another requestShe called me back and said they closed it again, because United Health repaid me the money I paid for the discount program (that was supposed to be insurance)I explained to her that I wasn't asking for the money I paid towards the insurance, but I was asking for the money for the doctor's billShe said it was nothing she could doI called the original agent I dealt with John BanksHe refuses answer or call me backI called to make a complaint against him and put in another request for reimbursementThe agent said she put in a request and I would here from her within - business daysI told her if they denied my request again I would be contacting the Revdex.com and going to smalls claims courtAn agent named Sharina W*** called me days later stating she saw I had recently signed up for insurance with John B*** and she wanted to know if I was satisfied with his serviceI told her I did not recently sign up for insurance, but I called in to make a complaintI told her I was making a complaint against John and requesting payment for my billShe said she would get a manager on the phoneI told her they would have to call me back after 4:00pm because I was at workShe hung up on meI called back and explained to the lady I that answered what Sharina had doneShe apologized and said she would have an agent call me and she also said John no longer works with themI called back after 4pm and the lady that answered said she was the one who was going to call me back, but she said "I told you it would be - business days and it has only been 4." It has been past business days and I have not heard from anyone yetI called back on 7/25/and put in another request to have them follow up with meI was told that a manager would call me on 7/26/No one called, So I called 7/27/Alexis said she would give the information to her manager Chris and he would call by on 7/28/I still have not heard from them
Samuel W***Mar to me, Erik Hello Ms***, This email is in response to the complaint assigned the ID ***The agent associated with this complaint is no longer with Lighthouse Insurance Group, LLC (LIG). After reviewing the issue within our organization, we found that
the agent did tell the client that she was purchasing a major medical plan through ***In addition to this verbal confirmation, the agent’s notes indicate that the agent did, in fact, pick out an *** plan for the clientThe price of the *** plan was included in the total price quoted to the client by the agent. The client called back into to our organization requesting assistance in paying for and receiving information about the *** plan on March 1, The customer service representative that answered the call connected the client with *** to try to resolve the issue (the customer service representative remained on the line with the client to provide further assistance)After discovering that the client did not have an active plan with ***, the customer service representative from LIG recommended that the client speak with another agent in order to be signed up with a planHowever, that particular call ended after disconnecting with ***. On that same day, the customer service representative called back to both help the client cancel her supplemental plans (purchased through another insurance carrier) and to connect her with an agentHowever, while on hold with the supplemental insurance company, the call droppedLIG was unable to reach the client after that last interaction. LIG understands the client’s frustration and, although we do not know why the application for the *** plan was never completed, it does seem that the original agent did intend for the client to end up on the *** planWe would be happy to reconnect with the client and help her get on an insurance plan that meets her needs. If you have any questions, or need any further information, please feel free to reach out to me by phone or emailMy contact information is in my signature. Thank you for your time, Samuel W***Quality DepartmentLighthouse Insurance Group, LLC // East Coast OfficeOak Tree Blvd #// Independence, OH // 44131Toll Free: ext// Fax: // Direct Line: 216.487.6614http://www.lighthousequotes.com/
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/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 FCCLighthouse Insurance Group then DNC'd her for a 3rd time. Please note that Ms***'s 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 Careywhy 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].
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]
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]
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.
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
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]
We apologize for the confusion that this customer is having regarding her insurance policy, and hope to help get this resolved We will be reaching back out to her to provide the assistance she is requesting
Revdex.com:I have reviewed the response made by the business in reference
to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.After I found out the insurance that I signed up for was not insurance but a discount program I asked lighthouse to pay my daughter's $medical billsI spoke with Marcy in resolutionsThe first time I put in the request she said it was closed because when I spoke to the agent he didn't say I wanted them to payI told her I put in the request with herShe said she would put in another requestShe called me back and said they closed it again, because United Health repaid me the money I paid for the discount program (that was supposed to be insurance)I explained to her that I wasn't asking for the money I paid towards the insurance, but I was asking for the money for the doctor's billShe said it was nothing she could doI called the original agent I dealt with John BanksHe refuses answer or call me backI called to make a complaint against him and put in another request for reimbursementThe agent said she put in a request and I would here from her within - business daysI told her if they denied my request again I would be contacting the Revdex.com and going to smalls claims courtAn agent named Sharina W*** called me days later stating she saw I had recently signed up for insurance with John B*** and she wanted to know if I was satisfied with his serviceI told her I did not recently sign up for insurance, but I called in to make a complaintI told her I was making a complaint against John and requesting payment for my billShe said she would get a manager on the phoneI told her they would have to call me back after 4:00pm because I was at workShe hung up on meI called back and explained to the lady I that answered what Sharina had doneShe apologized and said she would have an agent call me and she also said John no longer works with themI called back after 4pm and the lady that answered said she was the one who was going to call me back, but she said "I told you it would be - business days and it has only been 4." It has been past business days and I have not heard from anyone yetI called back on 7/25/and put in another request to have them follow up with meI was told that a manager would call me on 7/26/No one called, So I called 7/27/Alexis said she would give the information to her manager Chris and he would call by on 7/28/I still have not heard from them
Samuel W***Mar to me, Erik Hello Ms***, This email is in response to the complaint assigned the ID ***The agent associated with this complaint is no longer with Lighthouse Insurance Group, LLC (LIG). After reviewing the issue within our organization, we found that
the agent did tell the client that she was purchasing a major medical plan through ***In addition to this verbal confirmation, the agent’s notes indicate that the agent did, in fact, pick out an *** plan for the clientThe price of the *** plan was included in the total price quoted to the client by the agent. The client called back into to our organization requesting assistance in paying for and receiving information about the *** plan on March 1, The customer service representative that answered the call connected the client with *** to try to resolve the issue (the customer service representative remained on the line with the client to provide further assistance)After discovering that the client did not have an active plan with ***, the customer service representative from LIG recommended that the client speak with another agent in order to be signed up with a planHowever, that particular call ended after disconnecting with ***. On that same day, the customer service representative called back to both help the client cancel her supplemental plans (purchased through another insurance carrier) and to connect her with an agentHowever, while on hold with the supplemental insurance company, the call droppedLIG was unable to reach the client after that last interaction. LIG understands the client’s frustration and, although we do not know why the application for the *** plan was never completed, it does seem that the original agent did intend for the client to end up on the *** planWe would be happy to reconnect with the client and help her get on an insurance plan that meets her needs. If you have any questions, or need any further information, please feel free to reach out to me by phone or emailMy contact information is in my signature. Thank you for your time, Samuel W***Quality DepartmentLighthouse Insurance Group, LLC // East Coast OfficeOak Tree Blvd #// Independence, OH // 44131Toll Free: ext// Fax: // Direct Line: 216.487.6614http://www.lighthousequotes.com/
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/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 FCCLighthouse Insurance Group then DNC'd her for a 3rd time. Please note that Ms***'s 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 Careywhy 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].
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]
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]
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.
We Spoke with Ms. [redacted] this afternoon and resolved her concern by refunding the amount of doctors bills owed.
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
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]