SureBridge

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is conditionally satisfactory to me.
The business reply was full of lies.  I do not accept the lies in their reply - covering themselves.I DID NOT apply for ANY insurance with Chesapeake;I DID state that I DID NOT request this insurance and they should ACH my money back in my account the same way they ACH my money out of my account;I asked for my money back, I did ask the CSR to remove me from their records and cancel any and everything they created;The CSR said they could not remove my information from their records, could not cancel the account, AND it would take 6-8 weeks before I would receive my money back in the mail in the form of a check.If our conversation was recorded, and I hope it was, it would prove the truth.  It would confirm my request for my money back and cancel insurance I did not order.  I spoke with the CSR with other people present.  If necessary, these people will confirm my side of the phone conversation and my frustration with what the CSR was telling me.I received this reply from the Revdex.com on 08/07/2017;  on 08/08/2017 my bank account was HIT again by Chesapeake for another $55.50 plus a $20.00 overdraft fee from my credit union; I did not expect their ACH and I didn't have enough money in my account to cover this unexpected HIT.  I barely 'survive' paycheck to paycheck.I have a medical diagnosis of PTSD from my Son's 2013 suicide.  I live with anxiety and panic attacks daily.This situation with Chesapeake cost me $131.00 financially and physically created an increase in my PTSD attacks.  I expect a minimum of $131.00 returned to me - immediately.  And I never want to deal with Chesapeake / SureBridge again.As stated in Chesapeake's response on 08/07/2017, (one day before they took more money and caused an overdraft fee), I expect a minimum of $131.00 no later than 08/18/2017 - ten business days.
Kindest Regards,
[redacted]

We are
writing in response to your March 11, 2016 inquiry regarding [redacted].
We received an electronic
application on behalf of Mr. [redacted] for the above referenced policies on
November 7, 2014. Mr. [redacted] requested an effective date of November 15,
2014.
The policies mailed to Mr. [redacted]
included a Welcome Letter (copy enclosed) dated November 7, 2014 which informed
him that the total premium for all policies was $218.81 a month and would be
drafted monthly on the 15th of each month. The letter also provided
contact information for our office.
In December 2015, we received
notification of Mr. [redacted]’s new mailing address from the U.S. Postal
Service.  We received written
confirmation of the address change from Mr. [redacted] on December 18, 2015.
We have no record of Mr. [redacted]
contacting our office on December 14, 2015, February 6, 2016, or February 13,
2016. It is company policy to provide a confirmation number for cancellation
requests received via telephone. Additionally, written confirmation of the
cancellation is provided following a telephone request for cancellation. If Mr.
[redacted] has a confirmation number or the name of the individual he spoke to on
each date we will be happy to research this matter further.
Our records show that Mr. [redacted] made
contact through our website on January 7, 2016, January 13, 2016, and February
2, 2016; however, none of these contacts requested cancellation of the above
policies. For your convenience, copies of the requests received from Mr. [redacted]
and our responses are enclosed.
We received a written cancellation
request from Mr. [redacted] on February 22, 2016. At that time, we had already
drafted his bank account.  On February
23, 2016, we acknowledged his cancellation and advised the policies would be
canceled as of February 16, 2016.  A
one-month refund was issued March 15, 2016.
Our office has no record of
deducting $404.97 a month from Mr. [redacted]’s account. Mr. [redacted] will need
to contact the company indicated on his bank statement regarding the $404.97
monthly draft.
We trust this answers any questions
you may have. If we can be of further assistance please don’t hesitate to contact me at ###-###-####, ext. [redacted], or
at [email protected].

We are writing in response to your April 20, 2016 inquiry regarding [redacted].Mr. [redacted] made application for coverage through The Chesapeake Life Insurance Company (“Chesapeake”) on December 16, 2015 and the requested coverage took effect on the same day. His policy documents were emailed to...

[redacted]. The emails provided instructions on accessing the policy documents via the Member Portal, provided contact information for our office, and provided notice of the ten day right to review.We have no record of Mr. or Mrs. [redacted] contacting our office prior to February 3, 2016. The communications that took place beginning on February 3, 2016 are as follows:02/03/2016 Mrs. [redacted] called and stated they had never received the policy. The representative explained it had been emailed to them. At Mrs. [redacted]’s request, the company ordered a policy to be sent to their mailing address.02/11/2016 Mrs. [redacted] stated she still had not received the policy. The company confirmed the policy had been ordered for mailing. The policy was subsequently mailed on February 13, 2016.03/18/2016 Mrs. [redacted] stated she had not received ID cards or policy. The company explained there is not an ID card and advised the policy had been mailed. Mrs. [redacted] then indicated she wanted to cancel the policy and receive a full refund. The coverage was terminated and a two-month refund was processed.Chesapeake did not receive any return emails or USPS mail with regard to the policy, which affords the [redacted]s with a 10 Day Right to Review the Coverage in order to receive a full refund. Since Mrs. [redacted] continued to call the company stating they had not received the policy, we will agree to refund the additional month of premium. Mr. and Mrs. [redacted] will receive the refund under separate cover.We trust this answers any questions you may have. If we can be of further assistance please don’t hesitate to contact me at ###-###-####, ext. 53191, or at

I mailed Chesapeake Life Insurance Co. the letter that I attached to my last response to Revdex.com on February 2, 2016.  I have not received the letter back, so I am sure they received it.  This is what I have run into with this company, they have lied, and nit-picked throughout this whole process.  I feel they are just out to scam the elderly. My mother has still not received the $27.09 they owe her.

This is in response to your inquiry which was received in our office February 29, 2016.   Thank you for the opportunity to assist you with this matter.First, it is important that we explain that our sales representatives are independent licensed insurance agents who are given the training and...

tools to provide our prospective customers with information regarding the products we offer so the consumer can make an informed decision in choosing coverage that fits his or her needs.  Please understand that they are appointed to solicit Chesapeake’s insurance products, but may also solicit insurance for other insurance carriers not affiliated with Chesapeake.Second, we want to explain the plans referenced above are separate from and typically sold in conjunction with health insurance as they are designed to supplement health insurance.  These plans pay a lump-sum cash benefit directly to the insured person for certain specific illnesses or injuries as listed in his or her Policies.  The money can be used not only to pay deductibles, co-pays, or co-insurance, but rent/mortgage payments, car payments, or just everyday living expenses.  Our records indicate an electronic application was submitted on Ms. [redacted]’s behalf for the products referenced above on November 24, 2015 using our Voice Signature process through our recorded telesales system.  We have reviewed the recording and verified that the agent explained to Ms. [redacted] that her verbal acknowledgement constitutes her legal signature on the application for insurance. To verify her identity during the Voice Signature process the agent also collected and entered into the system the last 4 digits of Ms. [redacted]’s driver’s license number (8428).The application was received on November 24, 2015 and the coverage went into effect on January 1, 2016 as requested on the application.We understand that there is no way for our office to fully know the extent of what was discussed between Ms. [redacted] and the agent; therefore, we relied on the verbally signed application as acknowledgement that Ms. [redacted] understood the coverage being applied for as well as the verbally signed Authorization for Credit Card or Debit Card Payments form as authorization to charge the designated Visa® credit card account for the initial and recurrent premium payment.A copy of each policy was mailed to Ms. [redacted].    To ensure the coverage met her insurance needs each policy provided Ms. [redacted] a 10 day free-look period.  The first page of the policy asked that you read the policy carefully.  The “10 Day Right to Examine The Policy” section states:It is important to Us that You understand and are satisfied with the coverage being provided to You.  If You are not satisfied that this coverage will meet Your insurance needs, You may return this Policy to Us at Our administrative office in North Richland Hills, Texas, within 10 days after You receive it.  Upon receipt, We will cancel Your coverage as of the Policy Date, refund all premiums You have paid.Ms. [redacted] contacted our office during the 10 day free-look period to cancel her coverage; therefore, the coverage was cancelled as of January 1, 2016 and a full refund of the initial premium paid was credited back to the designated Visa® card on March 3, 2016.  We sincerely apologize for any misunderstanding or inconvenience and we hope this letter provides you more information regarding this matter. Should you have additional questions or concerns regarding this matter, you may contact me via email at [email protected].

Dear Mr. [redacted]:The Chesapeake Life
Insurance Company ("Chesapeake") is in receipt of your February 23,
2018 correspondence regarding the above referenced file. Thank you for the
opportunity to assist in this matter. We offer the following information in
response to Ms. [redacted] complaintOn...

February 13, 2018t Ms. [redacted] contacted Chesapeake to
cancel her insurance protection and to advise that she was not aware the
coverage had been issued to her, We advised that the application was submitted
on July 31 , 2017 by agent [redacted]. Her supplemental policies with
Chesapeake were effective on August 22t 2017 and were terminated on February
13, 2018 per Ms. [redacted] request. An exception was made to provide her with a two
month refund of premiums.Ms. [redacted] has requested a full refund of premium, Our
records show that the total premiums paid were $834 72 and a $20 application,
for a total of $854 72 (rather than $973 84, as Ms. [redacted] indicates in her
complaint).ln an effort to resolve this matter, Chesapeake is cancelling Ms,
[redacted] policies back to the effective date and is processing a full refund of
all premiums paid. A refund check will be sent to Ms, [redacted] under separate cover,We regret any inconvenience
Ms. [redacted] may have been caused. Should you have additional questions or concerns
regarding this matter please contact me at [redacted] or via email at [redacted]Respectfully[redacted], Senior Compliance AnalystCorporate Compliance

Thank you for your correspondence dated February 9, 2017 regarding Ms. [redacted] who states that she hasadditional concerns and has not heard anything from The Chesapeake Life Insurance Company(“Chesapeake”). We offer the following information in response to Ms. [redacted]’ concerns.As previously explained in our January 27, 2017 letter, in order to determine eligibility of benefits,additional information has been requested. Our records indicate that on January 20, 2017 Chesapeakespoke with Ms. [redacted] regarding the additional information that has been requested. Our records furtherreflect that correspondences were mailed to Ms. [redacted] regarding this matter on January 20, 2017,January 23, 2017, and February 8, 2017. Chesapeake’s most recent attempt to contact Ms. [redacted] byphone was on February 13, 2017; however, our records indicate we have not received a return phonecall from Ms. [redacted].We look forward to receiving this additional information and working to resolve Ms. [redacted]’ dispute.

HealthMarkets, Inc. ("HealthMarkets") is in receipt of your November 15, 2017 correspondence. Thank you for the opportunity to assist in this matter. Our understanding from Mrs. [redacted]'s complaint is that she received her refund for the Chesapeake policies she had applied for; however, she has not...

received a refund for the Chesapeake policies that her husband, Amos [redacted], had applied for. Our records indicate that an application was submitted for Amos [redacted] for an individual supplemental Accident Disability Direct, Critical Illness Direct and Accident Direct policy on November 7, 2017. The policies were issued and an effective date of December 1, 2017 was agreed upon. The premium amounts for each of the policies issued were as follows, Accident Disability Direct $36.07, Critical Illness $31.16 and Accident Direct is $6 30. The total premiums for Mr. [redacted]'s policies was $73.53 plus the $20.00 application fee, totaling $93.53. On November 9, 2017 Mrs. [redacted] contacted our office indicating that the payments for Mr. [redacted]'s policies should not have been charged on her credit card She requested to be refunded for these charges and asked that we collect the money from a credit card ending in 1438. On November 10, 2017 $93.53 was refunded back to Mrs. [redacted]'s card in the form of a reversal/credit back to her card. The money was then re-collected from the credit card ending in 1438 on November 10, 2017 as Mrs. [redacted] requested. On November 14, 2017 the [redacted]'s contacted our office and requested to cancel Mr. [redacted]'s policies entirely. The cancellation was processed and a full refund of $93.53 was Issued (in the form of a reversal to the card ending in 1438) on November 13, 2017. We are not sure where the refund amount of $290.00 comes from. We would like to explain that our agents are independently contracted and appointed to sell for multiple insurance carriers. We would only have access to the insurance coverage that was purchased through Chesapeake. In the event other coverage was purchased through another carrier, the [redacted]s would need to contact that carrier separately regarding the cancellation and refund. HealthMarkets, Inc. is a holding company that includes as part of its corporate group the following insurance subsidiaries: The Chesapeake Life Insurance Companys and Mid-West National Life Insurance Company Of TennesseeSM and distribution company HealthMarkets Insurance Agency, Inc.   Please know that we take the allegations regarding our agents very seriously and thank Mrs. [redacted] you for bringing her concerns to our attention. If you have any questions please contact me at ###-###-#### or via email at [redacted]

I am sending as an attachment a copy of all correspondence I have had with Chesapeake Life Insurance.  I am also attaching a copy of the Multipurpose Service Request form that I was told to download and fill out when I first contacted Chesapeake Life Insurance about surrendering my mother's account in October.  I was not told it had to be notarized and as you can see, it doesn't say anywhere on the form to have it notarized. On November 16, 2015 I spoke to [redacted] about a past due payment.  He said to disregard the past due payment request, BUT that I needed to send a second surrender request with the signature notarized.  He didn't mention anything other than one notary stamp.  On November 17, 2015, (the next day) I sent the second surrender request with the signature notarized.On December 8, 2015 I called to see where they were on the process, since [redacted] said I should receive a check within 7 - 15 business days.  (On December 8th), [redacted] said that not only did they need the signature notarized but they needed the date notarized as well.  I forgot to ask her something, so I called back and got hold of [redacted].  [redacted] said there was NO REASON that the second request had not gone through!  She said that there were so many notes in the file that she was going to start a new file and resubmit the second surrender request and that there was nothing I needed to do at this time.  On December 30, 2015 I spoke to [redacted].  She said she was sending me another surrender request that I would have to have both the signature and date notarized.  I did not receive anything from them!!On January 12, 2016, I received a letter saying that mother was past due two premiums.  I spoke to [redacted] on January 13, 2016 and she said disregard the premium letter but that we needed to send a third request in with both the signature and date each notarized separately.  I downloaded another form since they did not send me the one they said they would.  On January 14, 2016 I sent the third request in with both signature and date notarized separately.On January 26, 2016, I received a check for partial surrender amount.  I'm assuming they sent this much because they have run out of things to nitpick about...or so I thought....On February 2, 2016 I mailed them a letter authorizing them to be able to talk to the Revdex.com about mother's account.  This was the same day I attached a copy to my correspondence with the Revdex.com.  On February 18, 2016, I received a letter "Claiming' they, Chesapeake Life Ins. hadn't received the letter of authorization, even though I did not get it returned to me.  On February 23, 2016 I faxed them a copy of the letter.  They still didn't respond until they actually got a copy of the letter directly from the Revdex.com. :)As you can see, I have gotten all the documentation, that they have nitpicked about, back to them in a timely manner.  It has also been very frustrating not being able to speak to the same person each time I call.  This matter should have all been taken care of by the end of November at the latest. My mother should not be out extra money just because of their incompetence.

This is in response to Ms. [redacted]’s complaint which was received in your office on November 5, 2015   Thank you for the opportunity to assist you with this matter.First, it is important that we explain that our sales representatives are independent licensed insurance agents who are given the...

training and tools to provide our prospective customers with information regarding the products we offer so the consumer can make an informed decision in choosing coverage that fits the consumer’s needs.  Please understand that they are appointed to solicit Chesapeake’s insurance products, but may also solicit insurance for other insurance carriers not affiliated with Chesapeake.Second, we want to explain the plans referenced above are separate from and typically sold in conjunction with health insurance as they are designed to supplement health insurance.  These plans pay a lump-sum cash benefits directly to the insured person for certain specific illnesses or injuries as listed in your Policies.  The money can be used not only to pay deductibles, co-pays, or co-insurance, but rent/mortgage payments, car payments, or just everyday living expenses.The application was received on September 16, 2015 and the coverage went into effect on October 1, 2015 as requested on the application.We understand that there is no way for our office to fully know the extent of what was discussed between the client and the agent; therefore, we rely on the electronically signed application as acknowledgement that Ms. [redacted] understood the coverage being applied for as well as the electronically signed Bank Authorization for Automatic Withdrawal form as authorization to debit the designated bank account for the initial and recurrent premium payment.On September 17, 2015 a copy of each policy was sent to Ms. [redacted].To ensure the coverage met her insurance needs the each policy provided her a 10 day free-look period.  The first page of the policy asked that her read the policy carefully.  The “10 Day Right to Examine The Policy” section states:It is important to Us that You understand and are satisfied with the coverage being provided to You.  If You are not satisfied that this coverage will meet Your insurance needs, You may return this Policy to Us at Our administrative office in North Richland Hills, Texas, within 10 days after You receive it.  Upon receipt, We will cancel Your coverage as of the Policy Date, refund all premiums You have paid.We did not receive any returned mail and did not receive any correspondence from Ms. [redacted] during the 10 day free-look period.Ms. [redacted]’s coverage has been cancelled back to the effective date of October 1, 2015 and a refund in the amount of $220.48 (including the $3.00 wire fee) was wired to the Diamond Credit Union bank account today November 10, 2015.  No further attempts will be made to draft Ms. [redacted]’s bank account. We sincerely apologize for any misunderstanding or inconvenience and we hope this letter provides you more information regarding this matter. Should you have additional questions or concerns regarding this matter, you may contact me at ###-###-####, extension [redacted], or via email at [redacted].

The Chesapeake Life Insurance Company
("Chesapeake") is in receipt of your April 27, 2017 correspondence
regarding the above referenced file. Thank you for the opportunity to assist in
this matter.[redacted] states his son [redacted] was sold
health insurance coverage on January...

4, 2017 and after they reviewed the policy
decided to cancel. Mr. [redacted] states after the cancellation of the
health insurance coverage he continued to be charged $107.91 in February, March
and April for what he believes to be an unauthorized charge.Please note our response addresses the issues pertaining to
the supplemental insurance policies issued by Chesapeake. Mr. [redacted]'s
health insurance carrier is not affiliated with Chesapeake, and as a result we
are not able to address those issues.Our records indicate [redacted]
[redacted] applied for an individual supplemental Dental InsurancePolicy (PPO Dental Plan -
Premiere), Accident Companion (Accidental Injury Only InsurancePolicy), Hospital Confinement
Direct (Hospital Confinement Indemnity Policy), Critical Illness DirectPolicy (Specified Disease/Condition and Major
Organ Transplant Policy) and a Vision Insurance Policy (Premiere Vision Plan) over
the telephone on January 3, 2017. These policies were issued effective January
3, 2017According to our records we received a signed Consent
to Electronic Delivery of Documents with the Chesapeake application. The email
address provided at the time of application was music.[redacted]@yahoo.com.
An email was sent to music.[redacted]@yahoo.com on January 3, 2017 informing Mr. [redacted] that his application for
Surebridge supplemental insurance products, underwritten by Chesapeake had been
approved. This email explained Chesapeake would be the name that shows up on
the billing statement and further explained if electronicHealthMarkets,
Inc. is a holding company that includes insurance subsidiaries The Chesapeake
Life Insurance Company' and Mid-West National Life Insurance Company of
TennesseeSM , and a subsidiary distribution company HealthMarkets
Insurance Agency, the d/b/a or assumed name of Insphere Insurance Solutions,
Inc., which is licensed as an insurance agency in all 50 states and the
District of Columbia.delivery was selected at the time of application another
email would follow with instruction on how to access the supplemental insurance
policies. On January 4, 2017 another email followed explaining electronic
delivery was selected and that copies of the policies were available on line
through the secure member portal. Additionally, the email stated, 'it is
important to us that you understand and are satisfied with the coverage being
provided to you. If you are not satisfied this coverage will meet your
insurance needs, you may contact us via the member portal or by telephone
within 10 days after you receive this email. Upon your notification, we will
cancel the coverage as of the policy effective date and refund all premiums
paid as if coverage was never issued. Another email was sent on January I l ,
2017 as a reminder/follow up to the January 4, 2017 email.Mr. [redacted] contacted Chesapeake on April 10, 2017
requesting the cancellation of the insurance. In order to resolve this matter
for Mr. [redacted] we will be refunding all premiums paid full.

Complaint: [redacted]
I am rejecting this response because:
I am rejecting this response because: I haven't heard anything from this company.Regards,[redacted]

To confirm, yes, Mr. [redacted]’s supplemental
policies with The Chesapeake Life Insurance Company have been cancelled as of
October 1, 2015 and no further debits will take place.
Unfortunately, I can’t explain
why he only received the billing change letter dated September 15, 2015 and not
the cancellation letter mailed the following day.  As further confirmation, our original
response confirmed his cancellation and our subsequent response included a copy
of our letter confirming the cancellation of his insurance plans which was
mailed to Mr. [redacted] following his call to our office on September 16, 2015. 
We apologize for any
misunderstanding or inconvenience and we hope this letter provides you more
information regarding this matter. Should you have additional questions or
concerns regarding this matter, you may contact me directly at ###-###-####
or via email at [email protected].

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]

We are writing in response to your March 30, 2016 inquiry regarding [redacted].The refund was processed by our office and transmitted to Ms. [redacted]’s financial institution on March 29, 2016.Unfortunately, Chesapeake has no control over the length of time it takes for the refund to appear as this is based on how quickly her financial institution processes the credit to her account.We trust this answers any questions you may have. If we can be of further assistance please don’t hesitate to contact me at ###-###-####, ext. [redacted], or at [email protected].

Thank you for your December 29, 2016 letter regarding Mr. [redacted] The Chesapeake LifeInsurance Company (“Chesapeake”) has reissued the benefit payment for Mr. [redacted]’s accident claim.The benefit payment and an Explanation of Benefits will be mailed to Mr. [redacted] on January 9,...

2017.Additionally, Chesapeake is sending a letter to Mr. [redacted] to provide written confirmation that his claimhas been processed and a check is being mailed to him.Please feel free to contact me at [redacted] if you have questions or needany additional information.

Thank you for your recent inquiry regarding Ms. [redacted]. We offer the following information inresponse to Ms. [redacted]’ complaint.The Chesapeake Life Insurance Company (“Chesapeake”) received a cancellation request from Ms. [redacted]on December 5, 2016, wherein she stated that she expected that...

the individual supplemental policiesissued to her by Chesapeake would be cancelled when she cancelled her primary health insurance with[redacted]. Chesapeake is not affiliated with [redacted] and does not have access to Ms. [redacted]’ healthinsurance information with [redacted].Chesapeake has cancelled Ms. [redacted]’ individual supplemental policies and is sending a letter to her thatfurther explains the actions taken by Chesapeake regarding this matter.Please feel free to contact me at [redacted] if you have questions or needany additional information.

Complaint: [redacted]
I am rejecting this response because:
I have some concern my address is still incorrect according to consumer services my correct address is [redacted]. can I have my refund sent to me by direct deposit?  or do I have to wait for a check in the mail ?Regards,
[redacted]

ID [redacted]We wanted to provide an update to let you know Mrs. [redacted]'s refund of $630.00 was issued back to her credit card today, April 12, 2017. The creditor can take up to 3 days to post it.Please let us know if you have any questions.  [redacted] [redacted] [redacted] [redacted] Confidentiality Notice: This email message may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. HealthMarkets, Inc. is a holding company that includes insurance subsidiaries The Chesapeake Life Insurance Company® and Mid-West National Life Insurance Company of TennesseeSM, and a subsidiary distribution company HealthMarkets Insurance Agency, the d/b/a of Insphere Insurance Solutions®.

We are
writing in response to your March 22, 2016 inquiry regarding [redacted].
We received a call from Ms. [redacted]
on March 2, 2016 regarding a double draft on her Visa for dental coverage. At
the time of the call, representative [redacted] explained that two
policies had...

been keyed in error. Ms. [redacted] understood that Ms. [redacted]
wished to keep one of the plans active and wanted the duplicate plan canceled
and refunded. The duplicate coverage was canceled and a full refund was issued
to Ms. [redacted]’s credit card on February 29, 2016.
It appears that Ms. [redacted] intended
to cancel all coverage. Therefore, the original policy has also been canceled
and a full refund was issued to her credit card on March 28, 2016.
We trust this answers any questions
you may have. If we can be of further assistance please don’t hesitate to contact me at ###-###-####, ext. [redacted],
or at [email protected].