Gave me a life insurance quoteI set up the medical for Aug, 1st, 9:AM, a Saturday, which the medical people called and confirmed a few days laterTook the day off work to get it done Medical people (Apps Medical) did not show up or call I called the number for the medical place and got a voice mail Emailed the agent***, got no response Apparently after the hard sell goes through you mean nothing to them
The medical people texted me this morning, not even a phone call, a text Saying they wanted me to reschedule.I make $and hour and by missing hours OT they cost me $dollars for no reason
In short, the agent doesn't give a *** and their medical services are sub-standard and will get around to you at their convenience
Going to get my life insurance through USAA who does my home & auto where they have real customer service
Initial Business Response /* (1000, 5, 2015/01/15) */
We are sorry that Mr*** had a bad experience with scheduling his medical exam
We researched this with the third party that does the medical exams for our insurance companiesAfter talking with the exam company, they have told us
that the examiner made a mistake and did not keep her calendar updated properly related to her being out of town on 12/The medical exam company has since then, reached out to Mr*** and has apologizedThe office manager of the medical exam company is personally going to conduct the exam and work with Mr*** to schedule and complete the appointmentThe appointment is tentatively scheduled for 1/16/The office manager of the exam company will be working with Mr*** to confirm that date or a future date, if needed
SelectQuote will keep a close eye on the progress of the particular caseBut please let us know if we can help out any further
Sincerely,
*** ***
Compliance and Communications Manager
SelectQuote Insurance Services
Initial Business Response /* (1000, 9, 2014/09/16) */
I had a manager pull all the information and calls on this caseAttached please see the letter from Prudential regarding Mr*** returned funds of $on 8/12/Mr*** then re-opened the case on 8/12/and the case is now COD
(Cash on Delivery)After a review of the call on 8/12/with Mr***, he seemed to be happy with everythingHis re-opened policy was approved on 9/4/
Let me know if you need anything else from us but it looks like Mr*** should be OK with everything nowBut let us know if that is not the case
Thank you!
*** ***
Marketing Communications and Compliance Manager
SelectQuote Insurance Services
Initial Consumer Rebuttal /* (2000, 11, 2014/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My experience with Selectquote was a couple of years ago, and after more than eight months, my file was finally "closed." The entire experience was disgraceful, and one of the most horrible and ridiculous "service" experiences I've ever endured in my 50+ years I was left disgusted and angry over the way I was treated/handled At first, I just sucked it up, but after about two years, I decided to share my experience (after hearing about a thousand commercials saying how wonderful they are) As is probably the case more often than not, the marketing and premise of Selectquote are quite effective, but the process gradually became more cumbersome and absurd I kept notes throughout the process, and I ended up dealing with different people from either Selectquote or the insurance company that seemed to be prematurely pre-determined After medical screening and doctor reporting, and after talking with many different Selectquote or insurance company representatives, one specific doctor hadn't responded to their requests (or mine) for a report In the following months, I would get a call (almost always from someone new who said they were now handling my file) saying that they were still waiting for one more file Each time, I had to explain what was going on to each new person Finally, after more than eight months and dozens of phone calls with different people, most of whom were absolutely clueless about my file, I eventually decided to stop being Mr Nice Guy, and told them that I had lost all patience, and that there seemed to be no point to going through the absurd motions anymore Within days, I received one last phone call by a very stern lady who told me that I had been denied coverage As I said, my experience was horribleShamefulDisgraceful I would NEVER consider using Selectquote for insurance!
Initial Business Response /* (1000, 7, 2014/06/04) */
To Whom It May Concern:
I am responding to your letter of May 26, 2014, which I have just received, on behalf of SelectQuote Insurance ServicesAttached is a copy provided by ING of the correspondence between the Serios and *** T
*** of INGI have very little to add to his responses
Please note that the complaint should have been addressed to SelectQuote Insurance Services, not SelectQuote Senior Insurance ServicesThe latter is a division of SelectQuote, indeed, but sells only Medicare related policies, not term insurance
SelectQuote is not a party to the policy contract between Mr*** and INGWe have no authority to make any adjustments, or to bind ING to any actionWe agree with ING's response that Mrs*** should have been aware of the premium that would be due (because of the back-dating of the policy) when the policy was activated and that she did not request cancelation of the policy within the contractually determined "free-look" period so that she is not entitled to any refund
*** F*
Director of Licensing and Compliance
SelectQuote Insurance Services
*** *** St., *** ***
*** *** ** XXXXX-XXXX
415/XXX-XXXX, *** (wk)
*** (fx)
***@selectquote.com
Initial Consumer Rebuttal /* (3000, 9, 2014/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have faxed all the emails to them showing my wife did end up requesting the date to be changed on my policyWhen *** did not respond to that email, she then requested a full refundAgain, there was no responseWe stopped my bank from processing any further paymentsIf the cancellation did not fall in the "fee-look" period, it is because *** did not respond to the requestsA refund of premiums paid should be issuedIt is the right thing to do since their customer service representative did not act accordinglyI have sent the last email communication between *** and my wife to *** T ***He has not yet responded to it, which seems to be how they do businessThey have conveniently left those out of their response to the Revdex.comI will not be satisfied until I hear an adequate response from himThey also said they would refund my return fee from my bank, and I have not gotten that refund yetSo, I can only assume from this behavior that we did choose the wrong company that does not know how to do business
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
Unfortunately, Selectquote does nothing for you as an agent. You might as well go direct to an insurance company. When something goes wrong, they leave you out there on your own.
I bought a Life Insurance policy through them 3 months ago with Protective Life and have been trying to cancel it for a few weeks now. I am getting the run around from PL and no help from my SelectQuote agent who told me I could cancel the policy at any time. In all fairness to the agent, the policy itself does not say otherwise but Protective Life is insisting they cannot cancel it for a year but, not to worry, I will not be charged. Who does that? Who gives you a policy for free for any period of time. Very suspicious. I want it cancelled now but they will not do it. That is another case. At any rate, the agent, [redacted], is aware of the problem but has had no effect to assist. If the agent is less capable than you are to get things done, why do you need them? All in all, a very bad experience.
Initial Business Response /* (1000, 5, 2015/02/19) */
We are sorry that Mr. [redacted] is upset that he can't pay for his life insurance policy by credit card with Prudential Life Insurance Company. Unfortunately, Prudential Life Insurance Company is the only insurance company we represent...
that does not allow credit card payments.
The sentence in the noted letter to Mr. [redacted] is incorrect. We were aware of the issue with the automatic letter and thought this issue was fixed in December. SelectQuote is looking into making sure this sentence does not populate again for Prudential Life policies on our automatic letters.
If Mr. [redacted] would like to re-apply with another one of the Insurance Companies we represent, he would be able to pay with a credit card. Otherwise, Prudential does require a check for payment. Additionally, [redacted] did try to get an exception with Prudential for a credit card payment but Prudential refused to make an exception.
If Mr. [redacted] would like to speak with [redacted] supervisor, please have him contact: [redacted] Case Specialist Supervisor, Phone: XXX-XXX-XXXX ext. [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2015/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As Selectqyote states they made a mistake in their letter and they "own" their mistake and regardless of the inadequacy of proper management of their systems they are beholden to honor their committments. I did not require them to use Prudential Life. At their costs they should obtain life insurance for me with one of their other Companies who will take credit card payment.
Final Business Response /* (4000, 9, 2015/03/10) */
[redacted] our Vice President of Operations, spoke with Mr. [redacted] on Thursday, March 5th. They had a good discussion and she offered for SelectQuote to reimburse Mr. [redacted] for two months' premium in the total amount of $195.16 to compensate for any hardship SelectQuote's letter error caused.
Mr. [redacted] seemed pleased with this offer and asked for it to be written to him in an email, which Mrs. [redacted] did do. Mrs. [redacted] since their conversation and email on March 5th, has left a voicemail to follow-up with Mr. [redacted] but has not heard back.
Final Consumer Response /* (4200, 11, 2015/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Offer of money credit for their mistake is not clear at this time.
Initial Business Response /* (1000, 8, 2014/11/05) */
Ms. [redacted] original request to cancel was on 10/07/2014. [redacted] from SelectQuotee forwarded her email to [redacted] at UOMH and he stated someone from his office would reach out to Ms. [redacted]. [redacted] from SelectQuote then...
followed up with UOMH every few days and there was a delay on UOMH's end. On 10/20/2014, Ms. [redacted] sent [redacted] an email stating a 2nd draft occurred. [redacted] informed UOMH of this incident and they refunded by check for 2 months ($77.25 x2) and mailed it to Ms. [redacted] on 10/22/2014. [redacted] emailed Ms. [redacted] to make sure she received the check, which she did on 10/28/2014.
Initial Consumer Rebuttal /* (2000, 10, 2014/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They finally sent my refund check in the correct amount that they debited out of my account. I hope they cancelled it on their end from any further transactions.
Initial Business Response /* (1000, 5, 2014/05/15) */
Dear. Ms. [redacted],
We are sorry to hear that you were upset that your application for life insurance was cancelled.
On 4/25/14, case specialist, [redacted], received a voice message from you about cancelling your life insurance...
application because you didn't want to provide a W8 form. We went ahead and cancelled your application per your request.
On 5/8/14, you again spoke with your agent, [redacted] and still wanted to keep the application closed.
If you would like to re-open your application, please feel free to contact your agent [redacted] at X(XXX)XXX-XXXX or [redacted]@selectquote.com. We would be happy to help you with this request.
Sincerely,
[redacted]
Marketing Communications and Compliance Manager
[redacted]@selectquote.com
Initial Business Response /* (1000, 9, 2014/09/10) */
Contact Name and Title: [redacted] Agency Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sqah.com
The agent that originally created the quote for Mr. [redacted] did not clarify if the home's alarm system was a local or...
monitored alarm. When Mr. [redacted] called back to start the policy the original agent was not available, the agent who processed the quote to create a policy did not review the alarm system with Mr. [redacted] and the quote was bound with a monitored alarm discount. Due to agent error SelectQuote Auto & Home Insurance is processing a check for $60 (difference in discount for a monitored alarm system for the policy term) which will be mailed directly to Mr. [redacted]. Selectquote A&H regrets the error in processing the policy as well as time and hassle for Mr.[redacted].
Initial Consumer Rebuttal /* (2000, 11, 2014/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/01/28) */
At SelectQuote, we always try to make sure customers are well informed as they go through the life insurance buying process. We are very sorry to hear that Mrs. [redacted] was upset about the miscommunication on temporary life insurance...
coverage that was not in place while waiting for the approval of her husband's life insurance policy.
On 1/26/15, SelectQuote agent Al Santana spoke with Mrs. [redacted] and confirmed the policy from Prudential was approved and the pending forms have been received and sent by Mr. [redacted] to Prudential to put the policy inforce.
Additionally, Prudential will be rushing this policy to inforce because of the miscommunication on the temporary coverage. Mrs. [redacted] is aware of this and seemed to be happy with the effort made by SelectQuote and Prudential on this matter.
Please let us know if there is anything else SelectQuote can do to assist the Thulsons.
Sincerely,
[redacted]
SelectQuote Insurance Services
XXX-XXX-XXXX ext. [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
SelectQuote has pushed my husband's application through I think to the best of their ability. I did ask that they do a better job of educating their agents so this does not happen to someone else. They said they would. The policy isn't in effect yet, but after their error, I think they have tried to remedy the situation.
I filled out the info online and was told a rep would contact me soon. Within a short amount of time, a few calls were made to me from different cities and no one ever left a message. However, about three days later I discovered that Selectquote sold my information! Very upsetting! How do I know? Because when I filled out the online app, I used my moms name and my phone number. I received an automated message from some telemarketer (using my moms name) saying "call this number right away because you owe some money and we're gonna sue...blah blah blah" .
I will find a good old fashioned face-to-face broker.
I've also lost faith in the Revdex.com since this business has so many complaints, and no positive reviews, yet maintains an A+ rating??
I don't know how the [redacted] can post a 3.5 star rating when everything is negative that previous customers have written about this company. It's been a year waiting for this company to give my wife life insurance. She's healthy and has been on point in providing all the info they've requested. Now the last straw is completion of a form that they lost.
Everything happens for a reason and thank [redacted] it's happening before we need the coverage and not after. Stay away.
Initial Business Response /* (1000, 7, 2014/04/04) */
Dear Ms. [redacted],
We have looked into the issue you reported to the Revdex.com on 3/13/14 about SelectQuote Insurance Services calling you unsolicited. We have found that on 3/5/14 at 10:21am, somebody other than you submitted a web inquiry on...
our website and entered your cell phone number of XXX-XXX-XXXX.
As requested, we have removed your cell phone number from being called by anyone at SelectQuote. We apologize for this issue and assure you that we never contact anyone that hasn't expressed interest in life insurance and has given us a number to contact them.
Please let me know if I can assist you any further.
Sincerely,
[redacted]
Marketing Communications and Compliance Manager
SelectQuote Insurance Services
Phone- XXX-XXX-XXXX ext. [redacted]
Fax- XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 9, 2014/04/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response; I appreciate the prompt attention to this matter.
Sincerely,
[redacted]
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.
November, 2014.....Ok at first I thought SelectQuote was great. You get all quotes from one source and the reps are friendly. HOWEVER, right away once the medical questionnaire started, we ran into major issues. When the nurse came out and had me look over my application (which was taken over the phone by the Insurance Agent), I noticed SEVERAL things were wrong. My birthday was incorrect. The application stated that I had been in multiple traffic collisions (which is not true), etc etc. There were multiple "facts" on the application that were not only complete falsehoods, but also things that seemed to be grabbed out of thin air. This was super concerning. Then it got worse. I was born with an extra electrical pathway in my heart which was cauterized a few years ago. It is a simple procedure that completely cures the problem. I explained this to SelectQuote, gave ALL my medical information as well as my doctor's information. I even called my doctor to let them know SelectQuote would be calling. But the underwriters at SelectQuote and the SelectQuote reps couldn't seem to get it. They didn't seem to be communicating well with each other. I would email or call to see what the status was (after weeks of waiting for a status report) and I couldn't get a hold of my Insurance Agent. Her contact number was redirected to her "assistant" who was nice but said she didn't have the legal standing as an agent to answer my questions. Great. But she would say "Oh underwriting needs so and so or this and that". Why didn't they contact me to tell me they needed more information? Underwriting would continually ask for more recent medical reports regarding my heart "issue". Which I had to explain MULTIPLE times that there weren't any other reports. It was a one time deal and I haven't had any issues since. (Didn't they speak with my doctor, which they are supposed to do, who would have confirmed this?!) They also asked me to get doctor reports for them....WHICH IS THEIR JOB, not mine. (At this point, I was also getting an independent quote from Prudential...which was so simple. So I had an idea of what was needed on my end). At the end of all this, they gave me a quote from TransAmerica. I denied the policy, said NO thank you and went with my local Prudential agent because they were cheaper. THEN a week later I noticed the premium for TransAmerica had been taken out of my bank account along with a "Congratulations you're policy has been activated" email from SelectQuote. (SelectQuote said you had to give them a blank check to get a quote, which I have since found out isn't true.) I called SelectQuote right away and GUESS WHAT? My SelectQuote agent wouldn't return my calls. Nice. So I made a fraudulent claim with my bank and decided to scrap SelectQuote and deal directly with TransAmerica (who knew nothing of all this). So after a month of this nightmare and trying to get my money back, TransAmerica has finally said they're sending me a check for a refund. As of this morning, I am still receiving emails from SelectQuote about my "policy" and the reps still won't return my emails or phone calls. Beware of this company!
[redacted]Update....February 27, 2015.....While I do appreciate the VP of Operations emailing me to apologize for my horrible experience with Select Quote (although nothing came of her looking into my case), I STILL have not received a refund check. Thankfully, I have a good bank who has already refunded my money based on the fraudulent nature of this whole experience. I've decided to not fight with these people anymore and have walked away; although I tell everyone I know not to give this company one ounce of personal information.
Gave me a life insurance quoteI set up the medical for Aug, 1st, 9:AM, a Saturday, which the medical people called and confirmed a few days laterTook the day off work to get it done Medical people (Apps Medical) did not show up or call I called the number for the medical place and got a voice mail Emailed the agent***, got no response Apparently after the hard sell goes through you mean nothing to them
The medical people texted me this morning, not even a phone call, a text Saying they wanted me to reschedule.I make $and hour and by missing hours OT they cost me $dollars for no reason
In short, the agent doesn't give a *** and their medical services are sub-standard and will get around to you at their convenience
Going to get my life insurance through USAA who does my home & auto where they have real customer service
Initial Business Response /* (1000, 5, 2015/01/15) */
We are sorry that Mr*** had a bad experience with scheduling his medical exam
We researched this with the third party that does the medical exams for our insurance companiesAfter talking with the exam company, they have told us
that the examiner made a mistake and did not keep her calendar updated properly related to her being out of town on 12/The medical exam company has since then, reached out to Mr*** and has apologizedThe office manager of the medical exam company is personally going to conduct the exam and work with Mr*** to schedule and complete the appointmentThe appointment is tentatively scheduled for 1/16/The office manager of the exam company will be working with Mr*** to confirm that date or a future date, if needed
SelectQuote will keep a close eye on the progress of the particular caseBut please let us know if we can help out any further
Sincerely,
*** ***
Compliance and Communications Manager
SelectQuote Insurance Services
Initial Business Response /* (1000, 9, 2014/09/16) */
I had a manager pull all the information and calls on this caseAttached please see the letter from Prudential regarding Mr*** returned funds of $on 8/12/Mr*** then re-opened the case on 8/12/and the case is now COD
(Cash on Delivery)After a review of the call on 8/12/with Mr***, he seemed to be happy with everythingHis re-opened policy was approved on 9/4/
Let me know if you need anything else from us but it looks like Mr*** should be OK with everything nowBut let us know if that is not the case
Thank you!
*** ***
Marketing Communications and Compliance Manager
SelectQuote Insurance Services
Initial Consumer Rebuttal /* (2000, 11, 2014/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My experience with Selectquote was a couple of years ago, and after more than eight months, my file was finally "closed." The entire experience was disgraceful, and one of the most horrible and ridiculous "service" experiences I've ever endured in my 50+ years I was left disgusted and angry over the way I was treated/handled At first, I just sucked it up, but after about two years, I decided to share my experience (after hearing about a thousand commercials saying how wonderful they are) As is probably the case more often than not, the marketing and premise of Selectquote are quite effective, but the process gradually became more cumbersome and absurd I kept notes throughout the process, and I ended up dealing with different people from either Selectquote or the insurance company that seemed to be prematurely pre-determined After medical screening and doctor reporting, and after talking with many different Selectquote or insurance company representatives, one specific doctor hadn't responded to their requests (or mine) for a report In the following months, I would get a call (almost always from someone new who said they were now handling my file) saying that they were still waiting for one more file Each time, I had to explain what was going on to each new person Finally, after more than eight months and dozens of phone calls with different people, most of whom were absolutely clueless about my file, I eventually decided to stop being Mr Nice Guy, and told them that I had lost all patience, and that there seemed to be no point to going through the absurd motions anymore Within days, I received one last phone call by a very stern lady who told me that I had been denied coverage As I said, my experience was horribleShamefulDisgraceful I would NEVER consider using Selectquote for insurance!
Initial Business Response /* (1000, 7, 2014/06/04) */
*
To Whom It May Concern:
I am responding to your letter of May 26, 2014, which I have just received, on behalf of SelectQuote Insurance ServicesAttached is a copy provided by ING of the correspondence between the Serios and *** T
*** of INGI have very little to add to his responses
Please note that the complaint should have been addressed to SelectQuote Insurance Services, not SelectQuote Senior Insurance ServicesThe latter is a division of SelectQuote, indeed, but sells only Medicare related policies, not term insurance
SelectQuote is not a party to the policy contract between Mr*** and INGWe have no authority to make any adjustments, or to bind ING to any actionWe agree with ING's response that Mrs*** should have been aware of the premium that would be due (because of the back-dating of the policy) when the policy was activated and that she did not request cancelation of the policy within the contractually determined "free-look" period so that she is not entitled to any refund
*** F
Director of Licensing and Compliance
SelectQuote Insurance Services
*** *** St., *** ***
*** *** ** XXXXX-XXXX
415/XXX-XXXX, *** (wk)
*** (fx)
***@selectquote.com
Initial Consumer Rebuttal /* (3000, 9, 2014/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have faxed all the emails to them showing my wife did end up requesting the date to be changed on my policyWhen *** did not respond to that email, she then requested a full refundAgain, there was no responseWe stopped my bank from processing any further paymentsIf the cancellation did not fall in the "fee-look" period, it is because *** did not respond to the requestsA refund of premiums paid should be issuedIt is the right thing to do since their customer service representative did not act accordinglyI have sent the last email communication between *** and my wife to *** T ***He has not yet responded to it, which seems to be how they do businessThey have conveniently left those out of their response to the Revdex.comI will not be satisfied until I hear an adequate response from himThey also said they would refund my return fee from my bank, and I have not gotten that refund yetSo, I can only assume from this behavior that we did choose the wrong company that does not know how to do business
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
Unfortunately, Selectquote does nothing for you as an agent. You might as well go direct to an insurance company. When something goes wrong, they leave you out there on your own.
I bought a Life Insurance policy through them 3 months ago with Protective Life and have been trying to cancel it for a few weeks now. I am getting the run around from PL and no help from my SelectQuote agent who told me I could cancel the policy at any time. In all fairness to the agent, the policy itself does not say otherwise but Protective Life is insisting they cannot cancel it for a year but, not to worry, I will not be charged. Who does that? Who gives you a policy for free for any period of time. Very suspicious. I want it cancelled now but they will not do it. That is another case. At any rate, the agent, [redacted], is aware of the problem but has had no effect to assist. If the agent is less capable than you are to get things done, why do you need them? All in all, a very bad experience.
Initial Business Response /* (1000, 5, 2015/02/19) */
We are sorry that Mr. [redacted] is upset that he can't pay for his life insurance policy by credit card with Prudential Life Insurance Company. Unfortunately, Prudential Life Insurance Company is the only insurance company we represent...
that does not allow credit card payments.
The sentence in the noted letter to Mr. [redacted] is incorrect. We were aware of the issue with the automatic letter and thought this issue was fixed in December. SelectQuote is looking into making sure this sentence does not populate again for Prudential Life policies on our automatic letters.
If Mr. [redacted] would like to re-apply with another one of the Insurance Companies we represent, he would be able to pay with a credit card. Otherwise, Prudential does require a check for payment. Additionally, [redacted] did try to get an exception with Prudential for a credit card payment but Prudential refused to make an exception.
If Mr. [redacted] would like to speak with [redacted] supervisor, please have him contact: [redacted] Case Specialist Supervisor, Phone: XXX-XXX-XXXX ext. [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2015/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As Selectqyote states they made a mistake in their letter and they "own" their mistake and regardless of the inadequacy of proper management of their systems they are beholden to honor their committments. I did not require them to use Prudential Life. At their costs they should obtain life insurance for me with one of their other Companies who will take credit card payment.
Final Business Response /* (4000, 9, 2015/03/10) */
[redacted] our Vice President of Operations, spoke with Mr. [redacted] on Thursday, March 5th. They had a good discussion and she offered for SelectQuote to reimburse Mr. [redacted] for two months' premium in the total amount of $195.16 to compensate for any hardship SelectQuote's letter error caused.
Mr. [redacted] seemed pleased with this offer and asked for it to be written to him in an email, which Mrs. [redacted] did do. Mrs. [redacted] since their conversation and email on March 5th, has left a voicemail to follow-up with Mr. [redacted] but has not heard back.
Final Consumer Response /* (4200, 11, 2015/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Offer of money credit for their mistake is not clear at this time.
Initial Business Response /* (1000, 8, 2014/11/05) */
Ms. [redacted] original request to cancel was on 10/07/2014. [redacted] from SelectQuotee forwarded her email to [redacted] at UOMH and he stated someone from his office would reach out to Ms. [redacted]. [redacted] from SelectQuote then...
followed up with UOMH every few days and there was a delay on UOMH's end. On 10/20/2014, Ms. [redacted] sent [redacted] an email stating a 2nd draft occurred. [redacted] informed UOMH of this incident and they refunded by check for 2 months ($77.25 x2) and mailed it to Ms. [redacted] on 10/22/2014. [redacted] emailed Ms. [redacted] to make sure she received the check, which she did on 10/28/2014.
Initial Consumer Rebuttal /* (2000, 10, 2014/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They finally sent my refund check in the correct amount that they debited out of my account. I hope they cancelled it on their end from any further transactions.
Initial Business Response /* (1000, 5, 2014/05/15) */
Dear. Ms. [redacted],
We are sorry to hear that you were upset that your application for life insurance was cancelled.
On 4/25/14, case specialist, [redacted], received a voice message from you about cancelling your life insurance...
application because you didn't want to provide a W8 form. We went ahead and cancelled your application per your request.
On 5/8/14, you again spoke with your agent, [redacted] and still wanted to keep the application closed.
If you would like to re-open your application, please feel free to contact your agent [redacted] at X(XXX)XXX-XXXX or [redacted]@selectquote.com. We would be happy to help you with this request.
Sincerely,
[redacted]
Marketing Communications and Compliance Manager
[redacted]@selectquote.com
Initial Business Response /* (1000, 9, 2014/09/10) */
Contact Name and Title: [redacted] Agency Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sqah.com
The agent that originally created the quote for Mr. [redacted] did not clarify if the home's alarm system was a local or...
monitored alarm. When Mr. [redacted] called back to start the policy the original agent was not available, the agent who processed the quote to create a policy did not review the alarm system with Mr. [redacted] and the quote was bound with a monitored alarm discount. Due to agent error SelectQuote Auto & Home Insurance is processing a check for $60 (difference in discount for a monitored alarm system for the policy term) which will be mailed directly to Mr. [redacted]. Selectquote A&H regrets the error in processing the policy as well as time and hassle for Mr.[redacted].
Initial Consumer Rebuttal /* (2000, 11, 2014/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/01/28) */
At SelectQuote, we always try to make sure customers are well informed as they go through the life insurance buying process. We are very sorry to hear that Mrs. [redacted] was upset about the miscommunication on temporary life insurance...
coverage that was not in place while waiting for the approval of her husband's life insurance policy.
On 1/26/15, SelectQuote agent Al Santana spoke with Mrs. [redacted] and confirmed the policy from Prudential was approved and the pending forms have been received and sent by Mr. [redacted] to Prudential to put the policy inforce.
Additionally, Prudential will be rushing this policy to inforce because of the miscommunication on the temporary coverage. Mrs. [redacted] is aware of this and seemed to be happy with the effort made by SelectQuote and Prudential on this matter.
Please let us know if there is anything else SelectQuote can do to assist the Thulsons.
Sincerely,
[redacted]
SelectQuote Insurance Services
XXX-XXX-XXXX ext. [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
SelectQuote has pushed my husband's application through I think to the best of their ability. I did ask that they do a better job of educating their agents so this does not happen to someone else. They said they would. The policy isn't in effect yet, but after their error, I think they have tried to remedy the situation.
I filled out the info online and was told a rep would contact me soon. Within a short amount of time, a few calls were made to me from different cities and no one ever left a message. However, about three days later I discovered that Selectquote sold my information! Very upsetting! How do I know? Because when I filled out the online app, I used my moms name and my phone number. I received an automated message from some telemarketer (using my moms name) saying "call this number right away because you owe some money and we're gonna sue...blah blah blah" .
I will find a good old fashioned face-to-face broker.
I've also lost faith in the Revdex.com since this business has so many complaints, and no positive reviews, yet maintains an A+ rating??
I don't know how the [redacted] can post a 3.5 star rating when everything is negative that previous customers have written about this company. It's been a year waiting for this company to give my wife life insurance. She's healthy and has been on point in providing all the info they've requested. Now the last straw is completion of a form that they lost.
Everything happens for a reason and thank [redacted] it's happening before we need the coverage and not after. Stay away.
Initial Business Response /* (1000, 7, 2014/04/04) */
Dear Ms. [redacted],
We have looked into the issue you reported to the Revdex.com on 3/13/14 about SelectQuote Insurance Services calling you unsolicited. We have found that on 3/5/14 at 10:21am, somebody other than you submitted a web inquiry on...
our website and entered your cell phone number of XXX-XXX-XXXX.
As requested, we have removed your cell phone number from being called by anyone at SelectQuote. We apologize for this issue and assure you that we never contact anyone that hasn't expressed interest in life insurance and has given us a number to contact them.
Please let me know if I can assist you any further.
Sincerely,
[redacted]
Marketing Communications and Compliance Manager
SelectQuote Insurance Services
Phone- XXX-XXX-XXXX ext. [redacted]
Fax- XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 9, 2014/04/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response; I appreciate the prompt attention to this matter.
Sincerely,
[redacted]
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.
November, 2014.....Ok at first I thought SelectQuote was great. You get all quotes from one source and the reps are friendly. HOWEVER, right away once the medical questionnaire started, we ran into major issues. When the nurse came out and had me look over my application (which was taken over the phone by the Insurance Agent), I noticed SEVERAL things were wrong. My birthday was incorrect. The application stated that I had been in multiple traffic collisions (which is not true), etc etc. There were multiple "facts" on the application that were not only complete falsehoods, but also things that seemed to be grabbed out of thin air. This was super concerning. Then it got worse. I was born with an extra electrical pathway in my heart which was cauterized a few years ago. It is a simple procedure that completely cures the problem. I explained this to SelectQuote, gave ALL my medical information as well as my doctor's information. I even called my doctor to let them know SelectQuote would be calling. But the underwriters at SelectQuote and the SelectQuote reps couldn't seem to get it. They didn't seem to be communicating well with each other. I would email or call to see what the status was (after weeks of waiting for a status report) and I couldn't get a hold of my Insurance Agent. Her contact number was redirected to her "assistant" who was nice but said she didn't have the legal standing as an agent to answer my questions. Great. But she would say "Oh underwriting needs so and so or this and that". Why didn't they contact me to tell me they needed more information? Underwriting would continually ask for more recent medical reports regarding my heart "issue". Which I had to explain MULTIPLE times that there weren't any other reports. It was a one time deal and I haven't had any issues since. (Didn't they speak with my doctor, which they are supposed to do, who would have confirmed this?!) They also asked me to get doctor reports for them....WHICH IS THEIR JOB, not mine. (At this point, I was also getting an independent quote from Prudential...which was so simple. So I had an idea of what was needed on my end). At the end of all this, they gave me a quote from TransAmerica. I denied the policy, said NO thank you and went with my local Prudential agent because they were cheaper. THEN a week later I noticed the premium for TransAmerica had been taken out of my bank account along with a "Congratulations you're policy has been activated" email from SelectQuote. (SelectQuote said you had to give them a blank check to get a quote, which I have since found out isn't true.) I called SelectQuote right away and GUESS WHAT? My SelectQuote agent wouldn't return my calls. Nice. So I made a fraudulent claim with my bank and decided to scrap SelectQuote and deal directly with TransAmerica (who knew nothing of all this). So after a month of this nightmare and trying to get my money back, TransAmerica has finally said they're sending me a check for a refund. As of this morning, I am still receiving emails from SelectQuote about my "policy" and the reps still won't return my emails or phone calls. Beware of this company!
[redacted]Update....February 27, 2015.....While I do appreciate the VP of Operations emailing me to apologize for my horrible experience with Select Quote (although nothing came of her looking into my case), I STILL have not received a refund check. Thankfully, I have a good bank who has already refunded my money based on the fraudulent nature of this whole experience. I've decided to not fight with these people anymore and have walked away; although I tell everyone I know not to give this company one ounce of personal information.