SureBridge

This response in no way acknowledges that I called in early February to cancel the dental coverage I was given a confirmation number of that cancellation and told a check would be issued to me as a refund When I called on March 2nd, I gave that confirmation number to the first person I spoke to She, in turn, told me that a check had been mailed That was simply not true I finally asked to speak to her supervisor, MsW I was very clear in all my calls and emails that I wanted the coverage cancelled, even before I discovered they had charged me twice The only way that could not have been understood would be if these folks have no listening skills whatsoever, which apparently seems to be the case The response they wrote to Revdex.com indicates they have credited my account for the money they owe me, but I have checked with all banking accounts and all credit card accounts and I do not see that $owed me anywhere When and if that comes in, I will accept their business response However, I think this company has some serious customer service issues and that should be noted in the record
Regards,
*** ***

Thank you for your recent inquiry regarding *** ***. We offer the following information in response to his complaint
May 17, 2013 Mr*** applied for the above supplemental policy. During the application process, he completed a Bank Authorization for
Automatic Withdrawal Form, authorizing Chesapeake to draft his bank account for the monthly premiumMr*** also elected to receive his policy documents electronically
May 23, 2013 Six days after completing the application, Mr*** contacted our office by email and requested that the policy be mailed to himWe responded to his email on the same day advising that the requested policy was mailed
The Policy was mailed to the same address Mr*** provided in the Customer Information section of your form. Chesapeake mailed additional correspondence to the same address on May 15, 2014, May 15, and April 4,
April 20, 2016 We received notice from Mr***’s financial institution that the premium payment was rejected
May 5, 2016 We attempted to contact Mr*** by phone regarding the returned payment and we also sent an email notification regarding the returned payment.
Mr***’s policy terminated on April 20, due to non-payment of premium and no further drafts will be attempted on his accountMr*** will receive an automated written notice from Chesapeake notifying him that the policy terminated due to non-payment of premium
Mr*** acknowledged having coverage through Chesapeake when he requested we mail a policy to him. In addition, Mr*** authorized Chesapeake to draft his bank account and subsequent monthly drafts have appeared on his bank records since May 2013. Based upon the information contained in this response, a refund of premium is not owed to Mr***
Should you have additional questions or concerns regarding this matter, you may contact me at ###-###-####, extension ***, or via email at [email protected]

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
Regards,
*** * *** ***

This is in response to your inquiry which was
sent to our office on October 5, 2015. Thank you for the opportunity to assist you
with this matter.In the “Customer Statement of the Problem” Mr*** stated that he
contacted our office to cancel his policy(s) and talked with
***. He stated that two weeks later he got a
letter informing him that his billing method had been changed and the coverage
not cancelled. He indicated that he was
“quite sure” of what he said regarding the cancellation and has tried to
contact our office “a couple of times” but was disconnected.A review of the notes in Mr***’s file found two phone calls, one on
September 15, and September 16, 2015.
As all calls are recorded for quality and compliance purposes we were
able to review each call. On September 15, Mary Lou ***, Mr***’s wife, contacted our
office. She stated that they cancelled
their health insurance and wanted to make sure everything else was
cancelled. The support services
representative advised Mrs*** that Mr*** would have to call in to
cancel the coverage but since the premiums were being drafted from her account
she would remove Mrs***’s banking information and no further premiums will
be drafted. The support services representative
explained that Mr***’s billing method would be changed to quarterly and a
paper bill would be sent to Mr***.
The representative further explained that Mr*** can call to cancel
but if he chose not to the coverage would cancel as of October 1, for
non-payment of premium.On September 15, a letter was sent to confirm the billing change
to direct quarterly as per Mrs***’s request and the quarterly bill was sent
on September 16, 2015.On September 16, MrRobert *** called in and stated that he
wanted to cancel his coverage as he no longer needed it. The support services representative, ***,
advised that his coverage would be cancelled as of October 1, and gave him
*** as a confirmation of the cancellation. The representative went on to explain that a
cancellation letter would also be sent to himFollowing the September 16, conversation with Mr*** a
cancellation letter was sent.Mr***’s supplemental policies with The Chesapeake Life Insurance
Company is cancelled as of October 1, and no further premiums are due.In conclusion, we found that the billing change letter was sent before
Mr*** contacted our office to cancel the coverage; therefore, the billing
change letter was received before the cancellation confirmation letterWe sincerely apologize for any
misunderstanding or inconvenience and we hope this letter provides you more information regarding
this matterShould you have
additional questions or concerns regarding this matter, you may contact me at
1-888-883-4264, extension 3268, or via email at [email protected]

The Chesapeake Life Insurance Company ("Chesapeake") is in receipt of your July 25, correspondence regarding the above referenced fileThank you for the opportunity to assist in this matterOur records indicate Ms*** applied for an individual supplemental Accident Companion
(Accidental Injury Only Insurance Policy), Vision Insurance Policy (Premiere Vision Plan) and Dental Insurance Policy (PPO Dental Plan - Premiere) with Chesapeake on May 2, The policies became effective on July 1, The total monthly premium for all of these policies is $According to our records Ms*** contacted our office on May 17, and indicated that we had taken an unauthorized draft from her bank accountOur customer service representative (CSR) explained the reason for the $draft was to pay for the initial premium payment for her newly issued supplemental insurance she applied for with ChesapeakeMs*** stated she doesn't want this insurance to start because she has other coverage and thought that she could just call us when she needed for this insurance to beginThe CSR advised Ms*** that we could refund the $draft and move her effective date forwardMs*** changed her start date to July 1, We do not have any record Of Ms*** requesting to cancel the insurance, only to move her start date forwardWe will cancel the insurance as she has requested and refund all of the premiums she has paidThe refund will be sent to her in the next ten business days

Complaint: ***
I am rejecting this response because: still nothing jas been resolved The documents were submitted ove days ago and yhey remain sitting with no action
Regards,
*** ***

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
I also wanted to give an update about this complaintOn December 18, 2017, I received a letter from The Chesapeake Life Insurance Company saying that since the maximum benefit was paid on my critical illness policy, my billing amount has decreased and I also received a $refund because of this. The letter and check have the date of 12-12-17, postmarked on 12-13-17, and received on 12-18-(Very interesting how the $check came on time but not the settlement check) On December 20, I received a call from Chesapeake saying that a new claim was opened and has been processed since the payment was missingThe customer service agent assured me that the check is in the mail and I should be getting it in a couple of daysAs of December 22, I have not received my payment, but I am patiently waiting again for Chesapeake to send me my settlement
Regards,
*** ***

This complaint has already been submitted to Chesapeake Life Insurance Company through the complaint mailbox [email protected]. Please discontinue using the [email protected] address effective immediately

This is in response to your inquiry which was sent to our office on January 5, Thank you for the opportunity to assist you with this matter.In the “Customer’s Statement of the Problem” Mr*** stated that his wife recently broke her wrist He stated that he tried to call our
office and that we “will not answer” our phone Mr*** also alleged that we will not answer his emails either He also indicated that he had some difficulty with the on-line member portal.First we must explain that upon opening of the “Open Enrollment” period under the Affordable Care Act our Support Services Department has been inundated with phone calls and our wait times are much longer than normal. Upon receipt of your inquiry we reviewed Mr***’s file and found that an email was received from Mr*** on December 30, and a second on January 4, According to our records the Support Services representative assisted Mr*** with the on-line Member Portal and attempted to email Mr*** the claim form packet Unfortunately our email was returned with a failure to deliver notice As we want to be certain that Mr*** has all of the information necessary to file a claim we have sent Mr*** a copy of the claim form packet by mail.We sincerely apologize for any inconvenience and we hope this letter provides you more information regarding this matterShould you have additional questions or concerns regarding this matter, you may contact me at ###-###-####, extension 3268, or via email at [email protected]

Please accept this letter as response to Mr***’ rejection of our response to his complaintThank you again for the opportunity to assist you with this matter.First and foremost, be assured that we want our customers to feel confident in our company as a whole We certainly do not support or encourage high pressure sales tactics in obtaining business and we do not condone any deceitful behaviors, such as those Mr*** described, by our field or home office representatives Ultimately, we expect our representatives to use high levels of integrity and ethics when presenting our products to prospective clients.Conversely, it is important that you know our sales representatives are independent licensed insurance agents who operate in the field and we unfortunately have no way of knowing the full extent of what all is discussed between the client and the agent We can only rely on the completed electronic application as evidence of our clients’ understanding of the coverage purchased This is why we provide all of our customers with a day free-look period which allows them an opportunity to review their policies to ensure they are satisfied with the coverage applied for.Upon receipt of Mr***’ complaint we did reach out to his agent, Mr***, for information regarding the presentation Mr*** explained that he had spoken with Mr*** on several occasions leading up to the eventual conversation when the application was completed and submitted He asserts he made Mr*** aware that he was applying for both health insurance and supplemental insurance and added that he completed the supplemental application and collected Mr***’ credit card information while on the phone with the understanding that the health insurance application would be completed later that evening Again, we realize there is no way for our office to fully know what all was discussed between Mr*** and Mr***; however, be assured that Mr***’ concerns are very important to us and are not taken lightly We have noted Mr***’s file and made his manager aware of the situation for developmental and training purposes.We sincerely apologize for any misunderstanding or inconvenience and we hope this letter provides more information regarding this matterShould you have additional questions or concerns regarding this matter, you may contact me at 1-888-883-4264, extension ***, or via email at [email protected] Has the consumer previously contacted you or someone in your business about the enclosed complaint? YesAfter reviewing the complaint, indicate its current status in your response:___x_ We have settled the complaint to the consumer's satisfaction _____ We intend to settle the complaint (state date)_____ We feel this complaint is unjustified_____ None of the above fits this situation

The Chesapeake Life Insurance Company ("Chesapeake") is in receipt of your November 3, correspondence regarding the above referenced fileThank you for the opportunity to assist in this matterPlease note our response addresses the issues in the complaint regarding I surance policies issued
by ChesapeakeIf there was any other insurance coverage hat was purchased with a carrier not affiliated with Chesapeake we would not have ccess to that informationOur records indicate Ms*** applied for an individual supplemental Fixed Indemnity Direct Policy with Chesapeake on October 30, This policy was declined by ChesapeakeThis is the only policy we were able to locate The total amount that would have been collected had the Fixed Indemnity p licy been issued would have been $plus the $one-time application feeShould you have additional questions or concerns please contact me at *** * *** or via email at ***

Thank you for your December 28, letter regarding Mr*** *** *** *** *** ***OnDecember 27, The Chesapeake Life Insurance Company (“Chesapeake”) mailed a letter to MrandMrs*** to explain the actions taken by Chesapeake regarding the refunds issuedOur records indicatethe letter was delivered to Mrand Mrs*** on January 3, Additionally, our records indicate that therefund checks were cashed on January 3, 2017.Please feel free to contact me at *** if you have questions or needany additional information

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

This is in response to your inquiry which was sent to our office on December 7, Thank you for the opportunity to assist you with this matter.In the “Customer’s Statement of the Problem” Ms*** indicates that she called to cancel her coverage as well as returned her policy pack to
our office but the initial premium amount has not been credited back to her credit card.Ms*** applied for coverage on November 18, 2015, her policies went into effect on November 19, as requested on the application and a copy of the policies and application were mailed out to Ms*** on November 19, 2015.On November 25, Ms*** contacted our office to request the cancellation of her coverage and on December 4, we received the policies back from Ms*** as indicated in her grievance The refund for ID numbers *** *** *** *** *** *** was sent to her credit card company today and she should see the refund on her statement over the next few days During the course of our review we also found where ID number *** for *** *** was not cancelled with the ID numbers listed above; however, we have requested the cancellation of that policy and the refund for that ID number will be issued as quickly as possible.We sincerely apologize for any misunderstanding or inconvenience and we hope this letter provides you more information regarding this matterShould you have additional questions or concerns regarding this matter, you may contact me at ###-###-####, extension 3268, or via email at ***

Thank you for your recent inquiry regarding Ms*** ***We offer the followinginformation in response to Ms***'s complaint.The Chesapeake Life Insurance Company ("Chesapeake") received an application for a HospitalConfinement Indemnity Policy and a Cancer Benefit Policy from
Ms*** dated October 19,These individual supplemental insurance policies were issued to Ms*** effectiveNovember 1, The application was signed by Ms*** by verbal signature, andChesapeake maintains her recorded verbal signature as part of her application fileMs.***'s application was taken as a result of her inbound call to a licensed insurance agent whowas appointed with Chesapeake.Ms***'s policies were mailed to her by U.Smail on October 19, at the addressshown on her application for insurance (the same address that is provided in the complaint shesubmitted to you)The premiums for Ms***'s policies were set up to be paid by monthlybank draft from her bank account in accordance with the authorization provided by herHer initialpremium of $was drafted from her bank account on when her policies were issued, andthereafter her renewal monthly premiums of $were drafted on the Pof each month,beginning on December 1, Our records indicate that the premium drafts dated September 1,2016, October 1, and November 1, were all returned unpaid by Ms***'s bank inearly November and, as a result, her policies terminated.Our records indicate that Chesapeake was first contacted by the individual Ms*** *** refers toas her "partner," Mr*** ***, on November 3, Mr*** called Chesapeake again onNovember and November 17, to dispute the charges to Ms***'s bank account forher insurance policies with ChesapeakeDuring the calls, Mr*** identified himself as Ms.***'s "significant other," and he provided verification information for Ms*** *** includingher policy numbers, date of birth and addressMs*** also provided her verbalHealthMarl

Thank you for your recent inquiry
regarding Ms***We offer the following information in response to Ms
***’s complaint. On April 5, Ms
*** contacted The Chesapeake Life Insurance Company (“Chesapeake”) to cancel
her insurance protection and to advise that she was not aware
the coverage had
been issued to her. On April 25, Chesapeake
received additional information from Ms*** regarding her complaint and
request for a full refundChesapeake is cancelling Ms***’s policies back
to the effective date and is processing a full refund of all premiums paid
Chesapeake will contact Ms*** directly to advise her of the actions that
Chesapeake is taking in an effort to resolve this matter. Please feel free to contact me at *** if you have questions or need any additional information

Tell us why here
Please see attached responseMs*** has been issued a full refund and no further refund is due. Thank you for your recent inquiry regarding Roxanne ***We offer the following information in response to her complaint.Ms*** had prior coverage with our office
which was effective from November 10, toAugust10, The prior dental and vision policies lapsed due to non-payment of premium.October 13, Chesapeake received a call from Ms*** in which she indicated she couldn’t pay her premiums until NovemberMs*** was advised of the grace period and advised that if payment was not received within the grace period she had days to request reinstatementShe was advised at that time that her paid to date was August 10, 2015.December 1, Ms*** contacted Chesapeake regarding denial of a dental visit in September of The representative advised her coverage lapsed as of August 10, due to non-payment of premium and she was still within the days allowed for reinstatementMs*** advised she would call back.February 15, Ms*** contacted Chesapeake regarding reinstatement of her coverageThe representative advised that she was now outside the days allowed for reinstatement and would have to re-apply for coverageAt that time Ms*** asked for information on the Premiere Dental Plan which was provided.April 12, Ms*** contacted Chesapeake regarding obtaining new dental and vision coverageShe was provided the premium amounts for the Premiere Dental and the Vision and advised that a one-time $application fee would applyA request was sent for an agent to contact Ms*** and assist her with applying for the coverage.Steven Glover June 7, 2016Page 2April 13, Chesapeake received an electronic application on Ms***’s behalf for Vision and the Basic PPO Dental PlanThe application included an electronically signed authorization form to draft Ms***’s account for the premium statedThe initial premium is taken at the time the application was receivedThe policies were issued and ID cards were mailed the next day.April 18, Chesapeake received a call from Ms***’s agent about upgrading to the Premiere Dental PlanThe agent was advised to have Ms*** contact our office and advised that the premium would be $per month for the Premiere plan.April 18, Ms*** contacted Chesapeake and authorized the upgrade of the dental coverage to the Premiere Dental PlanAt the time she authorized drafting of her account for the new premium amount.April 26, Ms*** contacted Chesapeake regarding the upgrade to the dental policy and was advised it was in process and to allow more time.April 27, Chesapeake received a call from the agent regarding the dental upgradeThe agent was advised to allow time for processing.April 29, Ms*** contacted Chesapeake regarding a draft of $on her account on April 18, The representative explained the premium was drafted on April 18, in order to issue the new Premiere Dental coverage on May 13, 2016, as the first month’s premium must be paid in order to issue the coverageMs*** was advised that the Basic Dental was canceled as of May 13, (effective April 13, to May 13, 2016) and the Premiere Dental took effect on May 13, At that time Ms*** requested to cancel all policies back to the effective date and receive a full refundAll policies were canceled per her requestThe Basic Dental and Vision plans were refunded on May 3, ($40.50) and the Premiere Dental was refunded on May 10, ($33.50) for a full refund of $74.00.May 18, Due to a system error, all customers who received refunds in May were charged for the original refund sentThis error was caught immediately and all charges were reversed for all customers.May 18, Ms*** contacted Chesapeake regarding a charge of $and was advised the credit had already been made to her accountMs*** alleged Chesapeake did not refund her accountHowever, during the conversation with the representative Ms*** stated her bank had already refunded her account as she disputed the chargeTherefore she received the refundThe representative informed Ms*** that as her bank had already refunded the charge she would not see a refund from Chesapeake as the bank would note the reversal in their records and take no further action as the refund had already been issued to her accountFor your convenience a table is provided below showing the amounts charged and subsequently refunded to Ms***.Steven Glover June 7, 2016Page 3.We are unable to honor Ms***’s request for an additional $refund as all monies collected from Ms*** have been refunded in full and no further refund is dueShould you have any additional questions please contact me at ###-###-####, or at [email protected]

I contacted the company on 06/15/via email and told *** *** I still hadn't received my refund.She responded and said I should've received it by nowShe later emailed me again on 06/16/and told me when she checked w/ member services the check had NOT been cutI replied asking to have my refund sent overnight because I have been anticipating my money coming back by nowat the end of the business day today (Thursday June 16, 2016) no response about my requstThis is exactly my point how a company can mishandle a customer and then drag the issue outI have been working on my refund since February of this year! This is ridiculous and customers should not be dealt with in this manner

I just want to be clear that my policy is cancelled I never received a letter that it wasJust a letter saying that the billing had been changed from monthly to quarterly.I still can't figure that out since I never requested anything like that?

The Chesapeake Life Insurance Company
("Chesapeake") is in receipt of your February 16, correspondence
regarding the above referenced fileThank you for the opportunity to assist in
this matter.Our records indicate we received an application for an
individual supplemental Vision, Critical
Illness Direct and Accident Direct
policy with Chesapeake on November 9, The first month's premium and the
$one-time application fee were paid on November 9, The policies
were approved and issued with an effective of January 1, (this was the
effective date requested on the application).The policies were mailed to the insured at *** *** *** *** *** * *** *** ** *** on November 10, 2016, This is the same
address that was provided in this complaintWe did not locate any record of
returned mal.We received
a telephone call from Mrand Mrs, *** on December 18, in which they
were asking about the policies with Chesapeake and what the monthly premiums
wasThey requested to cancel the supplemental coverage and asked if they could
receive a refundWe cancelled the policies and offered to refund them the
December I , premium In addition to this it appears they placed a stop
payment at their bank and one month premium was returned The policies lapsed
effective November 1, 2017.The health
insurance coverage would have been purchased through a health insurance carrier
not affiliated with Chesapeake, and as a result we would not have access to
that application or those recordsShould you have additional questions or
concerns please contact me at ###-###-#### or via email at ***