Omsys Services Inc

Complaint:***I am rejecting this response because:
I did receive a phone call from Shaun Cropper's supervisor apologizing for the many miscommunications that occurred. During a later phone call, he told me I would receive a check, and I have not received it, yet. I have also not received my policy from Prudential yet.
I did not set up EFT because it was not required by Prudential and I do not want to be forced into a monthly payment scheme that is more expensive. The monthly payment scheme was the only option that would require the use of EFT. I paid Prudential directly by check, and the payment cleared my checking account
When I receive my policy from Prudential, and the check I was promised from Select Quote, I will consider this matter resolved satisfactorily, and I will let Revdex.com know when that happens. Sincerely,*** ***

I have attached a response document and a copy of the policy billing details from the carrier to verify the change to the policy on 8/30/*** that created an increase of $***. Please advise of any further details that might be required

*** ***, VP of Operations, spoke with *** on March 25, apologizing for everything that has happenedShe explained the sequence of events, with ***'s help, and focused on the key error that we made by not informing him that *** would not honor the payment information until after reinstatement was approvedShe also clearly could see that as a customer, there's really no way he would have thought that payment wasn't made - both because of the confusing email exchange about the word "confirmed" as well as conversations he explained that he had with *** to reinstate - never once did the representative from *** mention that there was no premium paid yetWe worked out an arrangement to make sure we contact him and his wife towards the end of the year to discuss coverage options and that *** *** will personally track this case to assure this is handled accordingly

Initial Business Response /* (1000, 5, 2015/10/22) */
Ms*** submitted the required bank information and the insurance policy was put inforce on 10/22/
Please let us know if we can help with anything else
Thank you,
*** ***

Dear. [redacted],
We are very sorry for the issues you have noted in your compliant.  We want to assure you this isn’t something that typically happens when working with SelectQuote.  We also want to assure you this will not have any bearing on your ability to get life insurance in the...

future.
Please let me know if I can help with anything else.
Thank you,
Kathryn Ready

Dear. [redacted],
We are sorry to hear that you were upset with the service and outcome of the process of obtaining a life insurance policy through SelectQuote.  At SelectQuote, we strive for every single customer to have the best possible experience.  
Upon reviewing your case; we found...

that your agent has been trying to contact you since mid-April by phone but has not been successful. We need to discuss with you the final outcome of the policy. Unfortunately, because of an issue that was discovered during underwriting, the insurance company chose to approve your application at a higher rate then originally applied for.  SelectQuote is only an agent for the insurance company; we have no say what the insurance company ultimately decides to charge for a policy after underwriting.
Please contact us if you would like to discuss this policy.
Sincerely,
SelectQuote

Initial Business Response /* (1000, 5, 2015/10/01) */
SelectQuote understands why Mr. [redacted] is upset. He believed that the exam vendor and United of Omaha were incompetent because they were searching for records from a Dr. [redacted] on his wife and was convinced that she had never seen the doctor...

that they were requesting records from.
This actually was not the case, the medical records were ordered from Dr. [redacted] because when United of Omaha did the RX data check at the beginning of the application process, it showed that Dr. [redacted] prescribed medication to Mrs. [redacted] and therefore ordered the medical records from Dr. [redacted]. United of Omaha did receive the medical records from Dr. [redacted] back on 9/9/15. So, Mrs. [redacted] did see him but she may have not recalled the name of Dr. [redacted] since this was an urgent care visit at St. Luke Hospital and was not her normal doctor.
Unfortunately, United of Omaha's Temporary Coverage Receipt is only valid for 90 days from application submission and the [redacted] did sign the form acknowledging this. Underwriting sometime takes longer then the 90 days that Temporary coverage is valid for. Also, we have expedited retrieval of Dr. [redacted]'s records as we have not received them as of today. Once we receive the records, we will ask for a rushed decision on this case from United of Omaha. We hope to have this policy issued soon.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not acceptable as the only way that any of the medical records work was put back on track was due to my own personal work (calls, visits, requests in-person of the medical office staff) and not one question asked of me or my wife why the could not get records from a Dr. [redacted] who by the way is not and never has been the Primary Medical Service provider for my wife. Dr. [redacted] has been ever since [redacted] moved to [redacted] to be with me. This entire process through EMSI and Select Quote has been horrible to deal with once the applications were completed. On top of it, my wife now has the added stress of feeling discriminated against on this application since she was pregnant (just gave birth to our first child on October 1st) and had no term life coverage in the event she died during child birth. This entire time Select Quote didn't seem to care that the temporary coverage was dropped for my wife due to a 3rd party inability to do their job not by any fault of ours. At this point, I am not even sure if they would provide insurance coverage for my wife once they obtain her medical records since they have botched this entire process thus far and can only try to blame me or someone else for there inability to do their job.
I just want to have term life insurance coverage put in place for me and my wife, as we had initially signed up for back in MAY. If that is not possible, then I want a full refund of all fees paid to date to SelectQuote as well as EMSI. For our daughter, we will be pursuing life insurance options elsewhere.
Final Consumer Response /* (3000, 16, 2015/11/03) */
The issue is still not closed as Select Quote has cancelled my wife's insurance coverage again. I am now forced to take the matters up with our attorney.
Final Business Response /* (4000, 18, 2015/11/11) */
United of Omaha received all necessary items and Mrs. [redacted]'s policy went in force on 11/6/15.
Please let us know if we can help with anything else.
Sincerely,
[redacted]
SelectQuote Insurance Services

Dear. [redacted],
We are sorry to hear that you were upset with the service and outcome of the process of obtaining a life insurance policy through SelectQuote.  At SelectQuote, we strive for every single customer to have the best possible experience.  
Upon reviewing your case; we...

found that your agent has been trying to trying to reach you regarding the fax you are trying to send. It seems that only the cover letter is coming through.  
Unfortunately, because of an issue that was discovered during underwriting (and that was noted by one of your doctors), the insurance company chose to approve your application at a higher rate then originally applied for. 
Please contact us as soon as you can about the fax that you are trying to send regarding the medical issue, so we can assist you with this further.
Sincerely,
SelectQuote

It is our understand that SQ Manager, Erin Bailey spoke with [redacted] and that we sent him a check to cover the points lost by not being able to page by credit card.
Also, [redacted] set-up EFT for the EFT with Prudential for payments for the policy. I believe [redacted] is now happy with the results. If this is not the case, he can contact us and we can look into what he still needs.
 
Thank you,
 
Kathryn Ready

Complaint[redacted]I am rejecting this response because:
Mr....

Cropper has been very inconsistent in his assistance.  He failed repeatedly to respond with any details via email when we ended up not connecting on the phone.  And he has repeatedly provided false and incorrect info when he did communicate.  He sent me a US mail letter saying the policy had been approved at a higher price, but failed to indicate the date of a deadline he had mentioned, the new price, or any of the "details" he mentioned needed to be addressed.  When I finally got the policy, the documents did not match up to our original conversation.  There is a request for EFT details for my bank account.  Conversation directly with Prudential says this is ONLY needed if the payment option is monthly.  I clearly indicated to Shaun Cropper that I wanted the less expensive annual payment.  He has my credit card info on file already and was supposed to accept the first (ANNUAL!) payment that way, but he still seems to be insisting on gathering my banking info that I do not want to give out and that should not be needed.  He failed to return either a voicemail or email on this issue.  This is only the latest of MANY issues of false and misleading info from him.
Sincerely,[redacted]

We are sorry to hear that **. [redacted] is unhappy with his experience with SelectQuote. After research[redacted] this, it looks like the original issue stemmed from an email that [redacted] confirmed that he received the EFT information from **. [redacted] back on 6/22/15. It seems that **. [redacted] took...

that email as mean[redacted] the policy was re-instated. The issue that triggered this complaint has a 7 month gap from the time **. [redacted] received the email from [redacted] on 6/22/15 to when he issued this compliant on 2/5/2016. During that time **. [redacted] should have received correspondence letters from [redacted] Financial regard[redacted] the payment and should have opened those letters from [redacted]. **. [redacted] was aware that the policy was not active soon after because he completed a reinstatement application and returned it directly back to [redacted] financial after correspondence emails between him and agent [redacted]. Unfortunately, a bank authorization form dated in June cannot pay a premium payment in October/November.[redacted] at SelectQuote has been working on this case for **. [redacted]. She has confirmed that **. [redacted]'s mailing address matches what [redacted] financial has in their system. She has also tried to get an exception from [redacted] Financial for **. & **s. [redacted] twice and both attempts were denied. [redacted] did mail letters to **.& **s. [redacted] request[redacted] payment but has not received the payment. [redacted] has informed **. [redacted] the last request for exception to reinstatement the coverage was denied and that he is free to complete a new reinstatement application or reapply for a new policy.

Dear [redacted],
I understand that you spoke with your agent, Shaun Copper, and that Prudential has honored the rate you applied for orginally.  Please let us know if we can help with anything else.
Thank you,
Kathryn Ready

Initial Business Response /* (1000, 5, 2015/12/02) */
SelectQuote's Case Specialist Manager, [redacted] has been working directly with Mrs. [redacted] on this case. As of Nov. 25, 2015, Mrs. [redacted]'s policy has been inforce. [redacted] emailed Mrs. [redacted] directly to inform her that the policy...

was inforce and she acknowledged receipt of the email.
Please let us know if can help with anything else.
Sincerely,
[redacted]
SelectQuote Insurance Services
Initial Consumer Rebuttal /* (2000, 7, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept there non responsibility by their passing [redacted] buck to [redacted] (I expected nothing less); who bore the responsibility in my angst with [redacted] and [redacted]. Moving forward I still remain in my position of not advocating those two Broker/ assistant and will request [redacted]; as I do have a husband that may need further coverage, as well extended family members.

(The consumer indicated he/she DID NOT accept the response from the business.)The email I received from [redacted] stated confirmation that, "the payment is made and the accounts are up to date." The email was not merely confirm[redacted] receipt of the EFT forms as claimed in the Select Quote response, but that the payment had been processed to br[redacted] the account premiums up to date. The payment amounts were annual premiums for 2 policies, therefore those accounts should have been up to date for the follow[redacted] 12 months. The period of time from June to November of 2015 that Select Quote refers to as a "7 month gap" falls well within the period that would be covered by an annual premium. Dur[redacted] the 7 months mentioned above, I was work[redacted] with [redacted] on the required medical paperwork to reinstate the policy while under the impression that payment was current on both accounts.We did not receive any correspondence from [redacted]. They claim to have sent it via regular mail, and I can't speak as to the fate of those letters. [redacted] did not contact me regard[redacted] payment via phone or email. Select Quote contacted me by via phone regard[redacted] the premium payments and I promptly provided the necessary information. Why would Select Quote reach out to me to facilitate premium payments to bring the accounts up to date and then do nothing with the ETF forms provided? Not only did Select Quote fail to properly process the provided EFT paperwork, they incorrectly confirmed that the payment had been made and the accounts were up to date. Select Quote has repeatedly state that [redacted] is not willing to re-instate the policies. My issue is not with [redacted]. It is Select Quote's negligence that caused this problem. What is Select Quote going to do to fix it?