MedPro Group

Initial Business Response / [redacted] (1000, 5, 2016/12/16) */ We are sorry to hear about the doctor's perceived poor experience with our companyWe strive to provide excellent customer service, disclosure, and transparency to all our health care providersUpon extensive review of our automated phone system, we have no record of unreturned calls from the doctorRather, our file contains a detailed account of correspondence with the doctor via phone and emailSpecifically, our records indicate that we fully explained our underwriting decisions to the dentistIn fact, since the doctor did not agree with the underwriting decision that had been made, we also informed him how he could submit an official appeal in writing for further consideration It is important to note that any and all coverage is subject to underwriting approvalAs such, the doctor was not provided a guarantee of coverage, but was informed how to submit change requests in the event his coverage needs changedOur file indicates the doctor was previously informed that all such changes are subject to underwriting review Unfortunately, the doctor is not eligible for an additional refund at this timeThe doctor's cancellation request was processed in accordance with his policy language, which has been filed with and approved by state regulators, as is standard procedureWe have not treated the doctor any differently than like insureds with similar cancellation requests Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is an untrue statement that they returned all phone callsThey did return some calls and some they did notIt is poor customer service to not return all callsI had to call them back myself several timesI shouldn't have to chase them down for answersI had to call several times to get someone to explain underwriting decisions and exclusionsIt took or phone calls and a lot of pushing to get them to get someone on the phone who could explain the legal meaning of the exclusionsA few people read them to me or said they didn't understand what some of them meantWhen I asked for an explanation of why my associate was not covered I was not given an answer and was denied the ability to talk to a managerI was told to fill out a formThe do that a lotI am so happy that I left them and do not recommend them to anyone Final Business Response / [redacted] (4000, 9, 2016/12/20) */ We apologize for any unintended miscommunication and would like to take additional steps to ensure that the doctor clearly understands our underwriting decision and has an opportunity to address his concerns directly to a member of our management teamTo that end, a member of our management team will be reaching out to the doctor

Initial Business Response /* (1000, 5, 2016/12/16) */
We are sorry to hear about the doctor's perceived poor experience with our company. We strive to provide excellent customer service, disclosure, and transparency to all our health care providers. Upon extensive review of our automated phone...

system, we have no record of unreturned calls from the doctor. Rather, our file contains a detailed account of correspondence with the doctor via phone and email. Specifically, our records indicate that we fully explained our underwriting decisions to the dentist. In fact, since the doctor did not agree with the underwriting decision that had been made, we also informed him how he could submit an official appeal in writing for further consideration.

It is important to note that any and all coverage is subject to underwriting approval. As such, the doctor was not provided a guarantee of coverage, but was informed how to submit change requests in the event his coverage needs changed. Our file indicates the doctor was previously informed that all such changes are subject to underwriting review.

Unfortunately, the doctor is not eligible for an additional refund at this time. The doctor's cancellation request was processed in accordance with his policy language, which has been filed with and approved by state regulators, as is standard procedure. We have not treated the doctor any differently than like insureds with similar cancellation requests.
Initial Consumer Rebuttal /* (3000, 7, 2016/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is an untrue statement that they returned all phone calls. They did return some calls and some they did not. It is poor customer service to not return all calls. I had to call them back myself several times. I shouldn't have to chase them down for answers. I had to call several times to get someone to explain underwriting decisions and exclusions. It took 3 or 4 phone calls and a lot of pushing to get them to get someone on the phone who could explain the legal meaning of the exclusions. A few people read them to me or said they didn't understand what some of them meant. When I asked for an explanation of why my associate was not covered I was not given an answer and was denied the ability to talk to a manager. I was told to fill out a form. The do that a lot. I am so happy that I left them and do not recommend them to anyone.
Final Business Response /* (4000, 9, 2016/12/20) */
We apologize for any unintended miscommunication and would like to take additional steps to ensure that the doctor clearly understands our underwriting decision and has an opportunity to address his concerns directly to a member of our management team. To that end, a member of our management team will be reaching out to the doctor.