Smart Security

Complaint: [redacted] I am rejecting this response because:This explanation is completely inaccurate and not a true account of what has taken place between Florida Healthy Kids and myself On 8/17/15, I sent an email through the Florida Healthy Kids website informing them that I elected specific coverage for my children I called the center after several weeks when I saw no change had taken place When I called, I was assured that they had received my email on 8/17/15, understood the changes and that those changes would be made with a premium payment of $per month ($205.00) per child In September, 2015, I again called the center because I received a letter in the mail informing me that my premium payment was late and that my coverage would be cancelled When I called the center, I was again assured that my children would have October coverage and that their website would be updated to reflect those changes On October 13, 2015, I took my daughter to her pediatrician and was told that she had no coverage The Florida Healthy Kids website showed both my children covered under " [redacted] " for the month of October and showed a balance in my account for $ On that same date, I called Florida Healthy Kids (in the doctor's office) and was told that there was an insufficient payment in premium and that my childrens' coverage was terminated for the month of October The operator indicated that my children could be reinstated "AFTER AN INVESTIGATION WAS CONDUCTED" as to why an error was made within "24-HOURS" and that I would receive a telephone call on my status The "new insurance coverage" was mentioned; however, my comment to the operator was questioning why " [redacted] WOULD PROVIDE A HEALTH INURANCE COVERAGE THAT NO DOCTORS ARE ACCEPTING.?" I never COMMITTED or indicated that I did not want the coverage I called the center on October 15, 2015, AFTER NOT RECEIVING A CALL BACK WITHIN 24-HOURS...and was told that my case was still under investigation and that someone would call me back At this point, I asked to speak with a [redacted] After being on hold for minutes, I spoke with a [redacted] by the name of " [redacted] " and informed her that I was requesting they provide me with a letter stating ..."THAT BECAUSE OF AN ERROR THROUGH NO FAULT OF MINE, MY CHILDREN WERE DROPPED FROM COVERAGE FOR THE MONTH OF OCTOBER 2015." " [redacted] " informed me that they would reach out to their corporate department and that would take 24-hours When I asked her who her [redacted] was, she informed me that, "they are not allowed to disclose that information and that she could only give me the name "***." I asked her to have [redacted] call me back and she informed me that "***" would call me back within 24-hours When "***" did not call me back, I again called on October 19, to inquire as to the status of my account and the requested letter I was again informed that [redacted] was on another call but that he would call me back I called again that afternoon on or about 3:p.mto inquire as why "***" had not returned my call I asked them to put me on hold and that I would wait to speak with *** [redacted] then asked me to explain to him the issue I explained everything to him in detail and he then informed me that he would put in a request to "corporate" regarding the letter I requested [redacted] promised to call me back personally and inform me of a status within hours.On October 19, 2015, I called Florida Healthy Kids once again to inquire as to why [redacted] did not call me back with a status as promised within hours and was told that he was in a meeting and that he would call me back when he got out of such meeting On October 19, at about 2:p.m., I called Florida Healthy Kids to speak to "***" and was told he was still in a meeting I informed them that I would wait on hold to speak to him I expressed my frustration once again to the representative and asked her why it has taken them over months to fix this error when I requested my election on August 17, via email through my online account She expressed surprise and put me on hold to check my account When she came back on the line, she ADMITTED that "yes", they did make an error, however, the letter that I am requesting is still not going to be issued and that the "only" letter they could provide me was one that stated "my children were dropped for non-payment." I then demanded to speak with "***" and that I would hold I was put on hold for approximately minutes and was transferred to another [redacted] rep who promised to call me back on October 20, to give me a status On October 20, 2015, I received a call on my cell phone from the [redacted] rep informing me that she was told that the letter I was requesting could not be provided I then asked her what reason was given and she said "I don't know specifically." I then told her to have a [redacted] call me back with an explanation I have still not been told: Why, from the date of my initial email on August 17, to today's date, my account has not been corrected to reflect the correct changes to my account; Why, their website portal has not been updated to reflect the correct information for coverage; Why, it has taken over months and an obvious and ridiculous amount of telephone calls to customer service to correct "THEIR" error; and Why, they are refusing to acknowledge in writing that they made an error and dropped my children from coverage for the month of October 2015?I have printed copies of the website pages showing the inaccuracy of the information and my balance I am sure they have all of these conversations recorded and can attest to these fact and true and correct to the best of my recollection and knowledge.In closing, I also received a letter yesterday, October 19, 2015, dated October 14, STILL reflecting inaccurate information on my coverage elections Regards, [redacted] ***-***

Complaint: [redacted] I am rejecting this response because: on 06/26/I was informed that I would have to contact Florida Healthy Kid Care back in order to keep the policy in forceI did not contact FHKC back at any point therefore the policy should have been cancelled on 06/30/17, like previously requestedFHKC took it upon themselves to apply the credit towards the month of JulyWhen I called on 07/18/the representative told me numerous times that the notes on 06/26/stated that I would HAVE TO CALL BACK TO KEEP THE POLICY IN FORCEWhy are the notes that you are sharing now not stating this exactly as the representative read them to me? I do not feel that FHKC truly tried to make attempts in contacting me before making this decision on my behalf (after I was told otherwise) due to the fact that my cell phone number was NEVER contacted Regards, [redacted]

We have confirmed that no claims have been received by the health and dental plans for July 2017, so we are retro-voiding July coverage and refunding the premium payment The parent should receive the refund within two weeks If any claims are received with a July date of service, they will be denied due to non-coverage

Florida Healthy Kids policy prohibits can the cancellation of coverage once the coverage month has begun If the parent wanted to cancel January coverage they would have had to cancel by December 31, Coverage will end for all children January 31, Any additional disputes can be sent in writing to [redacted]

[redacted] will provide retro-coverage for the child requested back to 10/1/once premium payment is made [redacted] will receive a call from us with payment directions Once payment is posted to the account, we will request [redacted] update coverage through one of their managed care plans Please contact us at [redacted] regarding your account if you need further information Thank you for choosing [redacted] for your child's health and dental care needs

[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: I am rejecting this response because:Why was I not told on the phone when I insisted that I disagree with the answer that a "Level 2" complaint even existed? How many levels of complaints are there? Please provide me with a clear understanding of the timing, process and where I find these procedures Regards, William Stout

Complaint: [redacted] I am rejecting this response because: Tell me where I have received the paper work describing the rules There is no information on-line, I received a letter in December describing things I need to do to renew but NO information about cancellation rules They purposely make it difficult for situations like this to suck money out of people to put in their pockets, absolutely unprofessional especially since I can prove have coverage in Janfrom another insurance agency Florida Healthy Kids have not incurred any costs for covering my children in Janand they need to do the right thing Regards, [redacted] ***

Someone will be contacting you shortly regarding your complaint If you have not received a response by the COB Monday please email me at [redacted] Florida Healthy Kids Corporation [redacted]

If you would like to file a Level Two dispute please send it to [redacted]

We have reviewed call recordings and have determined that the parent is not eligible for a refund since she did not request cancellation timely Per the call recordings and other account actions, the following occurred:6/26/11:am Parent called to request coverage to cancel the end of June.6/26/1:pm Parent called back and stated she needed to do more research on other insurances before cancelling and will call back tomorrow Rep advised to call back asap.6/27/8:am Rep left message for parent to confirm account cancellation Parent did not call back.7/6/ FHKC sent an e-mail, made an auto-dialer call, and sent a letter regarding a late payment.7/18/ Mom called requesting refund for July She was advised request was not made timely.7/19/ Account was cancelled due to non-payment