Patriot Health, Inc.

Revdex.com Response:*** *** purchased a Premier Series membership in the Unified Caring AssociationThese memberships are sold by independent licensed agentsOften times, these agents sell the member additional productsWe have reached out to the agent and confirmed that this is the case
with *** ***The agent confirmed that *** *** has been refunded in full for the additional itemsIn addition, *** *** has been refunded in full for her Premier Series UCA membership as well.ReginaMember Services###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

We would love to have helped this person but she was not a member in our systemFrom her complaint we see that she stated agent *** *** contacted her and apparently sold her a Patriot planThis call center is a customer care office not an agent officeWe do not have agents here
nor do we sell from this office I am not sure what happen with *** *** billing but we never received her fileIf the members first payment declines we will not receive their file in our officeA file is only received if the first payment was approvedUnfortunately *** *** did not state who she spoke with when she called, so I am unable to address that rep The number that she included in her complaint does come to our officeIn most cases if a member calls us and we are unable to find them in the system it is because their payment declinedIf that was the case with this member and she called into the customer care office we would normally send the agent a request to please contact that person The customer care representatives do not have the agents phone numbers and they would have had to put in a request with their supervisor to have the agent contact the person We apologize if *** *** call was not handled accordinglyI have spoken to the customer service supervisor and all the reps will be retrained on how to handle a call like thisIf there is anything further that we could do please let me know.Sincerely,*** ***Agent Services *** *** *** ***
*** *** ***
*** ** ***
*** *** ***
*** ***

*** *** purchased a United Benefits Plus membership in the Unified Caring Association on January *, Records indicate that on March **, *** *** downloaded her membership card, her brochure and other various insurance and non-insurance documentsOn September *, *** ***
contacted customer service and canceled her membershipShe was refunded the last month of her membership fee as a courtesy*** *** customer service record; brochure and her cancellation recording are provided.Thank you,Regina S*Agent Services *** *** *** ***
*** *** ***
*** ** *** *** *** ***
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** *** ***

Dear *** ***,
We tried to reach the member *** *** a few times during the week of Feb *** We only has one number ###-###-#### for him and we left messagesWe wanted to let *** *** know that we were refunding him in full and say that we were sorry that the membership did not suite
his needsThe membership does include Dental discount services and the member can save up to 60%I have attached the refund receipts for your recordsplease feel free to contact me if you have any questions
*** ***

Dear *** ***,
I have reviewed *** ***'s fileWe apologize for any inconvenience to the member as she was correctShe was due a full refund. I have attached the refund receipts for youMembers refund went directly back to her American Express Card ending
in ***we have reprimanded the customer service rep and retrained her so that this error does not happen again. We wish the member the best and apologize
Sincerely,
*** ***

Dear *** ***,
I have reviewed the complaint letter and the members fileThe member did purchase a discount membership on 07/**/2014. The member did successfully register on line and was able to view all aspects of his planwe are sorry that the member did not call the
customer care department to help in locating a provider. This discount plan has several diffrent networksso if member wanted to see a medical provider they would have to stay in the Mulitiplan network. If the member wanted to see a dentist he would have to stay ing the Dental Directory service network. Each type of provider has it's own networkThe member was giving the providers a group name and not a network name and that is where the confsion came inAll the networks are listed on the members card The member did contact us on 07/**/and stated that there was not enough savings and we canceled the plan and refunded him in fullThe member was refunded $back to the CC ending in ***
Please let me know if there is anything else that you need
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have not yet received my refund.  The Broker, United Health Association, called and tolde me that we would receive a full refund because he had been contacted personally by the Insurance commissioners in New York and Arizona.  I called them back after seeing [redacted]'s response and then they explained that it is PATRIOT insurance that actually took my money and that the paperwork from the broker has not yet reached PATRIOT.  I DO NOT accept the response, I was told by the salesman that this was AHCA approved which is false all the doctors I contacted did not know anything about the "plan", I cancelled 5 days later and you say you have no record, well American express will tell you that we disputed the charge they returned our money then you took it out again, the fact we disputed the charge to Amex should be enough to show that someone on your side is lying about having "no record" of the cancellation, or the service person who took our call simply lied to us.  My wife who was the chump in all this is a bit senile and was taken advantage of. If you [redacted] yourself this is what pops up:
Top 5 Reviews of Patriot Health Insurance[redacted] [redacted] [redacted]
[redacted] [redacted]
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In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],We have reviewed [redacted]’s file and see that there has never been a request to cancel this plan. [redacted] accessed his file online to make a payment on 11/**/2014. We also see that on 01/**/2015 the member updated his billing information himself through online...

access. We have attached the member screenshot for you to see. We also checked all our files and reports and do not see that member put in a complaint with [redacted]. If [redacted] would have contacted us we would have canceled his plan immediately. The members plan is now canceled and we are going to refund the member back as per his request. We are sorry for any mis-understanding and wish the member would have just called into the customer service department to resolve this matter.  This member will no longer be charged going forward. The member will see the refund on his [redacted] card ending in [redacted] in 3 to 5 business days. We hope that this resolves these issues and that the member is satisfied. Please let us know if there is anything else that we may do.Sincerely,[redacted]

Dear [redacted],
We are sorry that [redacted] is having such difficulty. We
would like to be of further assistance but we have done all that we can for
this member. [redacted] did sign up for a member ship on 10/**/2014 and was charged
$407.55 from our company on...

that day. [redacted] called our office on 10/**/2014
and decided that she was not happy and wanted to cancel. We refunded [redacted] the
full amount of $407.55. [redacted] did process the members refund at the time of
call and we show that member has been credited back to a MasterCard ending in [redacted].
 At time of cancellation we did let [redacted]
[redacted] know that we are only responsible to refund what we charge and if she has
purchased any other product from another company she would have to contact that
company to cancel and be refunded by them. We can only refund the UCA
membership that she purchased for us.  If
we can be of any more assistance please feel free to contact us.
 
Sincerely,
 
[redacted]

Dear [redacted],
We were sorry to hear that the  membership did not fit the members needs. The member is correct, he did have 30 days to cancel and get a full refund. However we do not have a record of the member calling us to cancel or any written request.  I have...

attached a phone record of the members calls for you to view. The reason that the member was getting phone calls from us was due to the fact of declined payments. Without the cancellation, the member was still active and the second payment declined. It is our process to call the members an inform them when a payment declines. We are sorry if this caused the member any distress. We have refunded the member in full and I have attached a copy of the refund receipt for you. Please let me know if there is anything else that you need.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

There is no excuse for a rep to sell a consumer a policy and then not follow through, and the call center should have all rep info. Sounds like a huge gap in communications in the business.  Communication is the key to successful business practices.  In any case this left me without coverage and caused me much grief.  I would appreciate a direct apology at the very least from the company!
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],
We have received the complaint from [redacted] and have reviewed the members
file.
The file is under [redacted] ID #[redacted].
Member opened the file on 04/**/2014 and the membership became effective on
/>
05/**/2014.
We emailed all member information to [redacted]
at the time of purchase.
We also mailed (USPS) the member fulfillment kit to her on 05/**/2014 and it
was not returned from the post office nor did we hear from
the member stating that she never received her fulfillment.
On 05/**/2014 the member [redacted] registered online and viewed her
information, Please see screenshot that is attached.
On 06/**/2014 our billing department received a chargeback from the member’s
credit card company American Express.
The card member claims to have not received their good/services.
Our billing department responded and I have attached all that information for
your records.
On 06/**/2014 American Express found that we were not in fault and reversed the
chargeback.
On 06/**/2014 the member called into the customer stated that she called the
agent [redacted] on 05/**/2014 to cancel the plan.
The agents are not in our office and all members are always directed to cancel
with us. All cancellations are done in our office and we received no calls to
cancel this plan.
It is our policy that all cancellations are made here and must be made in
writing or member can do a voice cancellation recording.
Members have 30 days from date of purchase to cancel their plan and receive a
refund.
Our cancellation policy is stated at the time of purchase on the voice
verification and it is made very clear to member and they have to agree to it.
I have attached the voice verification for you to review.
It is also stated in all our materials.
The member states that he is out of pocket $1200.00 as you can see from the
billing statement that I have attached the member made two
payments. On 04/**/2014 a payment was made in the amount of $447.50 and on
06/**/2014 $422.55, these two payment total $870.05. We are not sure where the
member is coming up with $1200.00.
We are sorry that the membership was not for them but, we have clearly provided
all the information to the member.
Please feel free to contact me if you require any further information.
Sincerely,
[redacted]

Dear [redacted] purchased an American Health Solutions membership in the Unified Caring Association. The membership contains an array of consumer savings, including some insurance benefits. A copy of [redacted]'s brochure is included. These memberships are sold by independent...

licensed insurance agents. The verification recording as well as the brochure both disclose that the insurance coverage included in the membership do not meet the Federal Affordable Care Act requirements. The disclosure is highlighted on the submitted brochure.Thank you,
Regina S[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 and the matter has been resolved.
Sincerely,
[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 and the matter has been resolved.
Sincerely,
[redacted]

Dear [redacted],
 
[redacted] a purchased a Premier Series membership in the [redacted]. These memberships include consumer savings features,...

including both non insurance and insurance benefits. A copy of his brochure is submitted.
 
Records do not show that [redacted] called the Customer Service Department on the dates indicated in his complaint. The first call recorded from [redacted] occurred on April *, 2016. Nevertheless as a show of good faith, [redacted] has been fully refunded for his association membership. These association memberships are sold by independent licensed agents. Often times these agents sell association members additional products that are not related to the [redacted]. That was the case with [redacted]. We have contacted the agent and informed them that [redacted] would like the other products he purchased canceled and refunded. The agent has confirmed that [redacted] was canceled and refunded for the additional products as well. Documentation of all the refunds is included with this response.
Let Me know if you need any further information.
Sincerely,
Regina S[redacted]

I have review this file and see that [redacted] signed up for a Optimum One Health membership plan on 02/**/2014. I have attached the voice verification for you. the member did agree to make payment on 02/**/2014 in the amount of $297.50. the member did in fact call and cancel the membership but...

because payment was made by a checking account we needed to wait till the check cleared and once that happen we would refund the member in full. we did in fact refund the member back to his checking account ending in [redacted] on 02/**/2014 after the check cleared. I have attached a copy of the member billing for you. member has been refunded in full. Please let me know if you need anything further.

Dear [redacted] purchased an American Health Solution membership in the Unified Caring Association. A copy of [redacted] brochure is included. Memberships are sold by independent licensed agents. It is unclear why [redacted] thought the membership included any catastrophic...

coverage. We have attached the agents statement and the voice verification for your records. Records indicate that [redacted] spoke with Customer Service on January **, 2015. At that time, her membership was reviewed with her.Pleas elet me know if there is anything else that you need.Sincerely,[redacted]