ComplaintsforKevin Chen Insurance Agency

• Initial Complaint

  10/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted ********** insurance on 9/28/2022 to update my address for my health insurance coverage. And somehow it causing our family' insurance coverage canceled back dated as of 01/01/2022, and also triggers the system sent my daughter's profile to Medi-Cal without informing us, and we do not what t to have our daughter enrolled in Medi-cal. It's been over 14 days since the change and we have no health insurance, we called insurance carrier Kaiser Permanente, they said wait tile 10/14/2022 and if we still don't have active coverage we need to let our agent call coveredCA and Kaiser to have a three way call to solve this issue. I passed the message to my agent *****, he and his his office member refused to do it. And this is the not the first time they refuse on helping us on this issue. Now I want to file a complaint with BBB and seeking for BBB to help us communicate with them to let them contact coveredCA and Kaiser to reinstate our family's health coverage. And since our family has not insurance coverage, and medical related expenses needs to coverage by ***** ****'s office, since they are unforthcoming on communicate with coveredCA and Kaiser. I uploaded the chat conversations in Chinese showing they refuse to help me make the 3 way calls to solve the issue.

  Business response

  12/02/2022

  Business Response /* (1000, 10, 2022/11/14) */ We replied ***** on 10/21/2022 as below: "Hi *****, We received a letter from the Department of Insurance as attached and knew that you already enrolled and were able to access your new Kaiser account successfully, that's great. I will respond to the questions as below: 1. You (***** ****) called and required us to change the address to 2********************, we did that without any other change on 09/28/2022. As we explained to you, the children's Medi-Cal income limit is $58,414 for three people family, your family income is $60,000, it is close to the limit, that is the reason why it was showing pending Medi-Cal and it would be reviewed and decided by the county. 2. We helped you for the three-way call with CoveredCA (reference #********) when you had concern for your insurance coverage on 10/04/2022 , the CoveredCA representative **** kindly helped us check and explain that there was no problem with your case and you would receive the new insurance coverage soon, but you still worried about that, so we got the three-way call with Kaiser and CoveredCA, the Kaiser representative ******* gave us your new Kaiser ID #******** and confirmed that your case was under processing, it might take about 7- 10 business days to update. And **** and us called you again to let you know the result and provided the Kaiser reference #: I-********* , it took about one and half an hour for checking with CoveredCA and Kaiser, and we also wrote all the info to you through wechat, you replied thanks. I hope you understand that it was processed by CoveredCA, Kaiser and County, we want to help you but cannot control that. You have insurance coverage now, that is good news for all of us. If you still have questions, you are welcome to contact us. Best ********************************************************************************************************************************************************************************** Business Response /* (-10, 11, 2022/11/14) */ Business supplied email:******************** Use this address for this or any future complaints, but nothing else

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