SelectQuote Senior Insurance Services

SelectQuote contacted me on January 25, 2021. The "screener" said that it would be a good idea to review my Medicare Advantage plan to see if there was anything better than my current plan available.

I was hesitant, but agreed to at least listen. The screener transferred me to a rep named Andrew, who the screener said was "the best."

Andrew's spiel was practiced and thorough. But whenever I mentioned my concerns about the alternative plans available, he quickly changed the subject to talk about some other facet of the plan(s).

He narrowed the field down to one plan he descibed as the best available for me. BUT I saw no reason to switch, since I am happy with my current plan.

His final words to me were, "Okay, the only thing left to do is to get you over to [some other department] to complete the sign-up process.

I said, "I'm going to stick with my current plan," and HE HUNG UP ON ME. Wow.

In my mind, he was only interested in his commission; couldn't have cared less about whether I was happy or not.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I did everything you asked and was told in two weeks things would be doneThe Dr's office as well sent you guys my records, which I signed a release form" I" told you guys, that I was going to go "Directly" to the insurer, not Select Quote!!! Select quote did nothing but put the whole process into a stand stillThese people need someone who is experienced in the medical field...they have no clueI reject their response and don't need them anymore...and will never recommend them to ANYONEI have found a better plan with, better service....too badI guess I haven't been the only one complaining about this company in the long run Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: What you sent me was the conditions for cancellation which I already knowIf you read my complaint there are nothing in your rules stating about giving me a wrong quote prior to the renewal dateThis was premeditaded and intentional that giving me a lower quote right before my renewal date, then when I was going to renew you changed the quote to a higher quoteThere is nothing in your rules and conditions about how you do this kind of business to a client that has been with you for yearsthis is not acceptable Regards, [redacted]

To: Revdex.com From: SelectQuote Senior Re: Case [redacted] Date: 03/23/ To whom it may concern: SelectQuote Senior takes providing excellent customer service very seriously and we are disappointed to hear that we didn’t meet this consumer’s expectations After substantial review of this issue, we believe the problem was caused by human error and a breakdown in communicationUnder circumstances, every application is processed very diligentlyWe try communicating very important issues, such as Ms***’s, to the appropriate members of management so that we can resolve the issue expeditiously Once the proper member of management was informed about the issue on 02/25/2015, we contacted Ms [redacted] immediately to assure her that the manner in which her situation was handled is deemed as unacceptable and is not consistent with how we train our employees SelectQuote Senior takes great pride in their product knowledge and their customer service We do everything we can to prevent issues like this from occurring While we never like to get complaints we believe they allow us to demonstrate our commitment to customer service in our ongoing resolution process as well as using it as a teaching tool to prevent this type of issue in the future Sincerely, Compliance Department SelectQuote Senior W89th St/2nd floor Leawood, KS Phone: ###-###-#### Fax: ###-###-####

Mr [redacted] contacted Mercury Insurance directly and did not contact SelectQuote Auto & Home InsuranceAll quotes for policy changes were provided by Mercury Insurance without any communication to SelectQuote Auto & Home InsuranceMr [redacted] 's complaint lies with Mercury Insurance All rating and conditions are controlled by the insurance carrier (Mercury Insurance) not by the agency [redacted] , a Mercury Insurance employee, provided Mr [redacted] a quote to exclude his daughter as a driver on 10/2/before the renewal of the auto policy - if Mr [redacted] had given [redacted] permission to process the quote on that date the difference in premium would have been -$for the current policy termThe quote provided by the Mercury Insurance employee did not account for the renewal rates effective 10/6/The 10/2/quote did not account for an increase to Mr [redacted] 's policy due to mileage verification forms not being returned at the inception of the policyMileage verification forms for the policy were never returned by Mr [redacted] , these forms would have been included in the original policy documents that Mr [redacted] received from Mercury InsuranceMr [redacted] signed and returned the policy documents to Mercury Insurance to accept the policy Because Mr [redacted] did not request the change to the policy until after renewal, the renewal rating of the policy included an increase of annual mileage on vehicles listed on the policy - Cadillac and MazdaThe increase in policy rating and requested change of drivers after the renewal date resulted in a change of the current policy premium of -$dollars as opposed to -$Each of the listed vehicles annual mileage was increased by 1,miles annually per Mercury Insurance rating factorsThe quotes provided by the Mercury Insurance employee were based on the date that the quote was requestedIf the quote had been processed on the requested date, the renewed policy would have included an increase in premium due to the change in annual mileage on the covered vehicles The difference in the quotes provided were not premeditated or intentionally different than the renewal but based on the time of processing of the requested changeLack of documented proof of mileage used on the vehicles covered would have caused an increase in policy rating factorsThe conditions and cancellation fees were divulged in the policy contract that was provided to and signed/accepted by Mr [redacted] at the inception of the policy

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] is why I want my money I am rejecting this response because: the quote that they gave me verbally was a -$860, but when I received the statement it was -$this was done premeditated that is why I want my money back Regards, [redacted]

Apologies for not replying sooner, but we did not even receive this complaint until last week, and it takes time to researchSelectQuote is a life insurance sales agency, not a provider of insurance We have no control over the underwriting process, which is the province of the insurance carrier being applied to In this particular case, the carrier required specific medical information from the client's doctor, and the delays were a result of difficulties in obtaining this information Below is a timeline of the application process as relates to the information the carrier was requiring:8-14-2014...Plan applied8-29-Medical exam completed9-19-APS requested, this is a day turn time and after days were told they were behind30-Day Wait10-22-Records received by carrier.10-24-carrier requested more info from PI10-28-Regret to postpone case due to repeat colonoscopy and endoscopy not yet completed.11-14-PI scheduled for the required testing.12-18-received the test results and forwarded to carrier for Recon 10-Day Wait12-23-New requirement postedComment Pathology reports Please note, we received and reviewed upper endoscopy and colonoscopy records that were imagedBoth of the tests noted biopsies and indicated to await pathology reportsHowever, these pathology reports were not included in the recordsThese pathology reports for BOTH endoscopy and colonoscopy are required to proceedPlease provide90-Day Wait Looks like APPS failed to provide the path report / APS3-30-New requirements received and forwarded to carrier7-Day Wait4-2-Carrier request missing infoWe still have not received the needed pathology reports from the 12/colonoscopy and endoscopyWe will try to obtain5-27-still missing...Gastro Received pathology for EGD but still missing pathology report for colonoscopy done 01/30-Day Wait6-11-Carrier reported the Doctor does not have any additional records on this client15-Day Wait6-15-Postpone case until pathology report from 12/colonoscopy is receivedIndefinite postpone until the specific but undisclosed information is provided to the carrierWe understand this is very frustrating for the customer To the extent that we have to enlist his assistance, he gets asked to ask his doctor for medical information that neither he nor we have enough technical knowledge to know if what is provided is responsive to the carrier’s concerns The carrier is reluctant to relate specifics because of concerns over release of confidential medical information; therefore they can’t (or won’t) simply tell us, “Get information about condition X.” The carrier is not going to act to issue a policy until they are satisfied they have the information necessary to judge the risk It is always possible to try a different carrier, with or without SelectQuote as the agent, but it is very likely the same issues will arise [redacted] ***Director of Licensing and ComplianceSelectQuote Insurance Services [redacted] [redacted]

RE: Revdex.com ID# ***-***-Mercury Auto Policy #***
SelectQuote Auto & Home Insurance Services bound a new CA auto policy for Mr*** on 9/29/SelectQuote Auto & Home Ins., like many other insurance sales centers, uses the common practice of selling new policies and
allowing the insurance carrier to perform the policy service needs after the new policy is boundSelectQuote Auto & Home Insdoes also have a Customer Service center that is available assist customers with policy needsSince the time of issuing the auto policy for Mr***, SelectQuote Auto & Home Inshas not received any communication from Mr***Policy notes on the Mercury Insurance website do indicate that Mr*** has recently been in contact with Mercury Insurance customer care representatives for requested policy changes as well as a recent policy renewal and cancellation request
As the insurance carrier, Mercury Insurance stipulates all policy contract requirements, fees and conditionsThese policy conditions, fees and requirements would have been outlined in the new business documents as well as policy renewal offer documents that Mr*** would have signed in agreement to the policy contract
SelectQuote Auto & Home Inswould have welcomed a call for assistance from Mr*** but was never contacted to assist with policy needsI am attaching the Mercury Insurance Policy Provisions document that outlines all of the provisions of Mr***'s auto policy, this document would have been sent to Mr*** along with his new and renewal policy documentsPage of this document, item #clearly outlines policy cancellation conditions
SelectQuote Auto & Home Insregrets that Mr***'s chose not to continue his policy and that his experience with Mercury's cancellation terms might not have been clearly explained to him during his recent communication with Mercury InsuranceSelectQuote Auto & Home Insurance is unable to change or override any policy contract terms & conditions that the insurance carrier stipulates

To: Revdex.com
From: SelectQuote Senior
Re: Case ***
1.5pt;
padding:0in>Date: 07/14/
To whom it may concern:
A member of upper management has spoken with the customer
and has answered all inquiries regarding the policy in questionThe customer
will not incur any unresolved charges because her policy has been confirmed to
be active effective 07/01/
SelectQuote Senior takes providing excellent customer
service very seriously and we are disappointed to hear that we didn’t meet this
customer’s expectations. Hanging up on a
customer is inexcusableWe truly apologize for any inconvenience this may have
caused
While we never like to get complaints we believe it allows
us to demonstrate our commitment to customer service in our ongoing resolution
process as well as using it as a teaching tool to prevent this type of issue in
the future

To: Revdex.com
From: SelectQuote Senior
Re: Case [redacted]
Date: 03/23/2015
 
To whom it may concern:
SelectQuote Senior takes providing excellent customer
service very seriously and we are disappointed to hear that we didn’t meet this
consumer’s...

expectations. 
After substantial review of this issue, we believe the
problem was caused by human error and a breakdown in communication. Under
normal circumstances, every application is processed very diligently. We try
communicating very important issues, such as Ms. [redacted]’s, to the appropriate
members of management so that we can resolve the issue expeditiously.
Once the proper member of management was informed about the
issue on 02/25/2015, we contacted Ms. [redacted] immediately to assure her that the
manner in which her situation was handled is deemed as unacceptable and is not
consistent with how we train our employees.
SelectQuote Senior takes great pride in their product
knowledge and their customer service.  We
do everything we can to prevent issues like this from occurring.  While we never like to get complaints we
believe they allow us to demonstrate our commitment to customer service in our
ongoing resolution process as well as using it as a teaching tool to prevent
this type of issue in the future.
 
Sincerely,
Compliance Department
SelectQuote Senior
2020 W. 89th St. /2nd floor
Leawood, KS 66206
Phone: ###-###-####
Fax: ###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
 is why I want my money
I am rejecting this response because: the quote that they gave me verbally was a -$860, but when I received the statement it was -$555. this was done premeditated that is why I want my money back.
Regards,
[redacted]

Apologies for not replying sooner, but we did not even receive this complaint until last week, and it takes time to research. SelectQuote is a life insurance sales agency, not a provider of insurance.  We have no control over the underwriting process, which is the province of the insurance...

carrier being applied to.  In this particular case, the carrier required specific medical information from the client's doctor, and the delays were a result of difficulties in obtaining this information.  Below is a timeline of the application process as relates to the information the carrier was requiring:8-14-2014...Plan applied8-29-2014 Medical exam completed9-19-2014 APS requested, this is a 30 day turn time and after 30 days were told they were behind. 30-Day Wait10-22-2014 Records received by carrier.10-24-2014 carrier requested more info from PI10-28-2014 Regret to postpone case due to repeat colonoscopy and endoscopy not yet completed.11-14-2014 PI scheduled for the required testing.12-18-2014 received the test results and forwarded to carrier for Recon 10-Day Wait12-23-2014 New requirement posted. Comment Pathology reports Please note, we received and reviewed upper endoscopy and colonoscopy records that were imaged. Both of the tests noted biopsies and indicated to await pathology reports. However, these pathology reports were not included in the records. These pathology reports for BOTH endoscopy and colonoscopy are required to proceed. Please provide. 90-Day Wait Looks like APPS failed to provide the path report / APS3-30-2015 New requirements received and forwarded to carrier. 7-Day Wait4-2-2015 Carrier request missing info... We still have not received the needed pathology reports from the 12/2014 colonoscopy and endoscopy. We will try to obtain5-27-2015 still missing...Gastro Received pathology for EGD but still missing pathology report for colonoscopy done 01/2014. 30-Day Wait6-11-2015 Carrier reported the Doctor does not have any additional records on this client. 15-Day Wait6-15-2015 Postpone case until pathology report from 12/2014 colonoscopy is received. Indefinite postpone until the specific but undisclosed information is provided to the carrier. We understand this is very frustrating for the customer.  To the extent that we have to enlist his assistance, he gets asked to ask his doctor for medical information that neither he nor we have enough technical knowledge to know if what is provided is responsive to the carrier’s concerns.  The carrier is reluctant to relate specifics because of concerns over release of confidential medical information; therefore they can’t (or won’t) simply tell us, “Get information about condition X.”  The carrier is not going to act to issue a policy until they are satisfied they have the information necessary to judge the risk.  It is always possible to try a different carrier, with or without SelectQuote as the agent, but it is very likely the same issues will arise.    [redacted]Director of Licensing and ComplianceSelectQuote Insurance Services[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
What you sent me was the conditions for cancellation which I already know. If you read my complaint there are nothing in your rules stating about giving me a wrong quote prior to the renewal date. This was premeditaded and intentional that giving me a lower quote right before my renewal date, then when I was going to renew you changed the quote to a higher quote. There is nothing in your rules and conditions about how you do this kind of business to a client that has been with you for years. this is not acceptable.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:  I did everything you asked and was told in two weeks things would be done. The Dr's office as well sent you guys my records, which I signed a release form. " I" told you guys, that I was going to go "Directly" to the insurer, not Select Quote!!! Select quote did nothing but put the whole process into a stand still. These people need someone who is experienced in the medical field...they have no clue. I reject their response and don't need them anymore...and will never recommend them to ANYONE. I have found a better plan with, better service....too bad. I guess I haven't been the only one complaining about this company in the long run.
Regards,
[redacted]

Mr. [redacted] contacted Mercury Insurance directly and did not contact SelectQuote Auto & Home Insurance. All quotes for policy changes were provided by Mercury Insurance without any communication to SelectQuote Auto & Home Insurance. Mr. [redacted]'s complaint lies with Mercury Insurance.
All rating and conditions are controlled by the insurance carrier (Mercury Insurance) not by the agency. [redacted], a Mercury Insurance employee, provided Mr. [redacted] a quote to exclude his daughter as a driver on 10/2/2014 before the renewal of the auto policy - if Mr. [redacted] had given [redacted] permission to process the quote on that date the difference in premium would have been -$890 for the current policy term. The quote provided by the Mercury Insurance employee did not account for the renewal rates effective 10/6/2014. The 10/2/2014 quote did not account for an increase to Mr. [redacted]'s policy due to mileage verification forms not being returned at the inception of the policy. Mileage verification forms for the policy were never returned by Mr. [redacted], these forms would have been included in the original policy documents that Mr. [redacted] received from Mercury Insurance. Mr. [redacted] signed and returned the policy documents to Mercury Insurance to accept the policy.
Because Mr. [redacted] did not request the change to the policy until after renewal, the renewal rating of the policy included an increase of annual mileage on vehicles listed on the policy - Cadillac and Mazda. The increase in policy rating and requested change of drivers after the renewal date resulted in a change of the current policy premium of -$555 dollars as opposed to -$890. Each of the listed vehicles annual mileage was increased by 1,000 miles annually per Mercury Insurance rating factors. The quotes provided by the Mercury Insurance employee were based on the date that the quote was requested. If the quote had been processed on the requested date, the renewed policy would have included an increase in premium due to the change in annual mileage on the covered vehicles. 
The difference in the quotes provided were not premeditated or intentionally different than the renewal but based on the time of processing of the requested change. Lack of documented proof of mileage used on the vehicles covered would have caused an increase in policy rating factors. The conditions and cancellation fees were divulged in the policy contract that was provided to and signed/accepted by Mr. [redacted] at the inception of the policy.