Physicians Plus Insurance Corporation

***,Thank you for your help so far in addressing my complaint I apologize for submitting my rejection of Physicians Plus’ response without an explanation I’m traveling in Africa and only have my phone for Internet access I didn't see a place for notes when I selected “reject” in your system.The response from Physicians Plus is unsatisfactory to me for the following reasons:Parts of it are patently [For example Physicians Plus said “Unfortunately, Physicians Plus is unable to identify and search out the member’s healthy activities in order to document it on their behalf” in their responseThis is untrue Both representatives I spoke to on the phone had access to records to confirm that I attended a physical in Since I contacted customer support before reimbursement checks were sent out the representatives could have easily made a request to their IT department to reflect the healthy activity I had undertaken.]It doesn't address the company's failure of transitioning smoothly between incentive programs [They simply provided a general description of how they attempted to educate customers about the “sunsetting” of the Good Health Bonus program But I don't use Twitter I don't follow Physicians Plus on Facebook I don't spend my free time randomly combing through the the company's website My renewal letter said nothing about how customers should understand and manage the transition If they purport to have alerted me in multiple ways I’d like to see proof in the form of dated letters, copies of emails or postcards etc A paragraph about the program change tucked away in their lengthy annual member handbook is simply inadequate I think it's clear based on my experience and those of others who also called in to Physicians Plus to request reimbursement that the company did not handle well the transition between incentive programs This is another reason I reject their response.]It leaves other questions unanswered [Why change the reimbursement deadline and confuse customers? Why not implement automatic crediting for physicals if the company is pushing for higher efficiency in the reimbursement process? Why deny reimbursement requests at all when it's proven that a healthy activity was undertaken and the customer has never asked for an exception before?I appreciate you taking the time to help me with my complaint If you have any questions or need clarification please let me know.Thanks ***!***

Physicians Plus Insurance Corporation (Physicians Plus) has received your complaint, dated February 24, 2017, regarding the above noted Revdex.com caseWe offer the following response.For a number of years, Physicians Plus offered a wellness program named Good Health Bonus which was a
program allowing members to receive a financial reimbursement based on the approved activities and proof of payment toward these activitiesIn January 2016, Physicians Plus implemented a new and updated wellness program which provides more options for our members to earn rewards, encourages more member engagement, allows members to access tools and resources to support their wellness initiatives, and increase efficiencies around processing reimbursement, among other added benefitsBeginning December and during 2016, as the Good Health Bonus program was sunsetting, initiatives around communication of this program continuedThese communication efforts occurred in forms of emails to agents, employer groups and members, direct mail postcards to membership, Facebook and Twitter promotions, the Physicians Plus homepage, and the member handbook which all members receive upon renewalWe recognize the frustration of this member and appreciate that there may have been misunderstanding of how the program worked; the member must engage in the program throughout the year and personally record their healthy activities in order to receive reimbursementUnfortunately, Physicians Plus is unable to identify and search out the member’s healthy activities in order to document it on their behalfWe appreciate the feedback from our membership and will take it into consideration as we continue to enhance the programWe are happy the member was able to create a user profile on the online portal and encourage the individual to contact Physicians Plus with any questions at (800) 545-Thank you, *** ***, for the opportunity to respond to this concernWe take our members’ concerns very seriouslyPlease let us know if you have further questionsSincerely, *** *** ***
Member and Provider Services Physicians Plus Insurance Corporation

The program is no longer available and there is nothing further we can doWe sent the notice in the new handbook and we also sent post cards to the member and it was listed on our website

[redacted],Thank you for your help so far in addressing my complaint.  I apologize for submitting my rejection of Physicians Plus’ response without an explanation.  I’m traveling in Africa and only have my phone for Internet access.  I didn't see a place for notes when I selected “reject” in your system.The response from Physicians Plus is unsatisfactory to me for the following reasons:Parts of it are patently false [For example Physicians Plus said “Unfortunately, Physicians Plus is unable to identify and search out the member’s healthy activities in order to document it on their behalf” in their response. This is untrue.  Both representatives I spoke to on the phone had access to records to confirm that I attended a physical in 2016.  Since I contacted customer support before reimbursement checks were sent out the representatives could have easily made a request to their IT department to reflect the healthy activity I had undertaken.]It doesn't address the company's failure of transitioning smoothly between incentive programs [They simply provided a general description of how they attempted to educate customers about the “sunsetting” of the Good Health Bonus program.  But I don't use Twitter.  I don't follow Physicians Plus on Facebook.  I don't spend my free time randomly combing through the the company's website.  My renewal letter said nothing about how customers should understand and manage the transition.  If they purport to have alerted me in multiple ways I’d like to see proof in the form of dated letters, copies of emails or postcards etc.  A paragraph about the program change tucked away in their lengthy annual member handbook is simply inadequate.  I think it's clear based on my experience and those of others who also called in to Physicians Plus to request reimbursement that the company did not handle well the transition between incentive programs.  This is another reason I reject their response.]It leaves other questions unanswered [Why change the reimbursement deadline and confuse customers?  Why not implement automatic crediting for physicals if the company is pushing for higher efficiency in the reimbursement process?   Why deny reimbursement requests at all when it's proven that a healthy activity was undertaken and the customer has never asked for an exception before?I appreciate you taking the time to help me with my complaint.  If you have any questions or need clarification please let me know.Thanks [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I’m disappointed with the decision made by Physicians Plus.  Both healthy behavior incentive programs allow reimbursement for the physical I attended in 2016.  The company is unwilling (not unable - they could certainly change their stance) to budge even though I feel I’ve made a solid case against them.  To be clear I did not receive multiple postcards thoroughly detailing the transition between incentive programs and I would venture to guess that many of the other customers I mentioned earlier that are in similar circumstances did not receive such postcards either.At any rate I’m grateful to the Revdex.com of Wisconsin for assisting me with my complaint.  I hope my experience will be instructive for other consumers who consider doing business with Physicans Plus in the future.  I know I will be giving much thought to using other insurance providers before I renew my policy.
Regards,
[redacted]