ComplaintsforSynergy Insurance Affiliates LLC
Insurance
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Complaint Details
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Initial Complaint
01/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I went through the Marketplace to get health insurance in Nov 2023. I spoke to an agent and said he gave me the best deal. I paid $330.00 to get the insurance started. Policy states no hassle refund if dissatisfied for ANY reason and the person insured had not received any health services with the policy or had not filed a claim and I had 30 days to cancel. I cancelled the policy after less than having it for 2 weeks. I have since then been given the run around. Each time I call Ive been rudely told I have to wait and be patient. Everyone is coming back from a holiday and I will be helped in the order they receive them. It is January 17 **** and I have still not heard anything from them. I have emails stating the policy has been cancelled due to my request but that is all. As I read through the comments and complaints in the BBB site, people say its a scam?? I want me refund and I am getting nowhere. Ive have also been placed on hold numerous times and never answering back. The number I call to try to get help is ************. They know my number when I call. I feel like Im being avoided. I have waited now almost 2 months for a refund! HELP!!Business response
01/18/2024
Dear *****************,
Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience you've faced with our services. Upon reviewing your case, I see you have contacted our customer support team on multiple occasions and have been consistently assisted except during the holidays, which were duly addressed. Your monies have been returned to your account of choice. We apologize for the delay in processing your refund. Your frustration is completely justified and I understand the inconvenience this has caused. We take this matter seriously and are actively investigating the delay to ensure it doesn't happen in the future. Your understanding and patience are greatly appreciated.Initial Complaint
01/03/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
This company set us up with an insurance policy in September of 2023. We have not received to anything explaining the policy, it limits, coverages, etc. I've called several times and have not been able to get anyone on the phone or get a call back. They don't respond to email either. When contacting other service providers associated with ************, they seem to be aware that ************ does not answer the phone, cuts you off, limits hold time and then promises a call back. It's bad enough that Americans are forced to buy health insurance, but having to deal with slimy companies like ************ just makes matters worse. Our "Agent" was *****************************.Business response
01/24/2024
Dr. ************************** you for providing your feedback, I sincerely apologize for any frustration or inconvenience you may have experienced. Once enrollment is complete, a welcome email is immediately sent out to the members which explain the benefits of the policy. Upon reviewing your case, I see you have been in touch with our customer service team on several occasions as well as speaking to the manager who completely took care of this situation for you. Eleven monthly premiums were returned to your original form of payment during the one on one call with management. We appreciate your understanding and the opportunity to resolve this matter for you.Initial Complaint
11/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They will not allow me to speak with my agent. They are attempting to violate my privacy rights and are doing so. They are using there technology to commit crime and fraud. They have lied to my person committed fraud and stole my money.Business response
12/12/2023
Dear ******************,
Thank you so much for providing your feedback as it is very important for us to continue to train our agents to be able to satisfy our members and provide solutions. We apologize greatly that your experience with us did not meet your expectations. Upon reviewing your case, I see you have contacted our customer support team on several occasions and were failing to cooperate by not providing your member ID. Agents are on multiple phone calls throughout their day and may sometimes not be able to get in contact with a member. Therefore our customer support team is trained to assist any and all customer questions regarding their plan benefits and details. Verifying your identity with a customer service rep will enable our team to address your concerns comprehensively. I sincerely apologize for the experience you encountered while utilizing our services. Furthermore, I see that a refund has been issued to your original form of payment you provided the agent. If there is anything else we can do to help resolve this issue, please do not hesitate to contact us.Initial Complaint
10/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
While searching for insurance through ******** *********** Connection, I entered information online with regard to my son's age DOB, etc. in search of new insurance. My phone blew up instantly with agents. Signed up for a plan through what I was told was called Multiplan. Looked it up online it looked good. Emails came confirming the wrong beginning date, November 1, 2023 instead of January 1, ****. i spent endless hours on the phone trying to cancel. They won't allow me to cancel. I believe I have been scammed. Cheap homemade looking ID cards came today with homemade looking literature. I'm so upset.Business response
11/21/2023
Dear *********************,
I sincerely apologize that your experience has not been one that you would expect when trying to contact us. When enrolling in your plan of choice, you were sent terms and conditions which outlined the effective date.According to your account it shows your initial payment has been refunded in full.Please accept our deepest apologies for any inconvenience or frustration this may have caused you. Please contact our customer support at ************** if theres anything else we can do to resolve this.Customer response
11/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************If indeed this is a legitimate company, their practices, I.e insulting wait message and harassment from agents, needs investigated. Thank you BBB. Im so happy this exhausting experience is over.
Initial Complaint
09/15/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
We have been trying to get my husbands refund the same day they charged his card. The keep putting us on hold and the agent now doesnt respond when he assured a refund by text. We have called at least 10 times and they keep saying they have to send and email to refund his money. Hes been begging for them to cancel this policy over and over and refund his money but they are trying to keep it past 30 days so they dont have to refund him. This is a huge SCAM!! All we want is his money back so we can move on. They are not trying to refund our money .Business response
09/29/2023
Hello and thank you for bringing this to our attention. We sincerely apologize for the experience you had. Our company's goal is to strive to meet and exceed the highest expectations of our customers. As a brokerage agency, we are to submit refund requests to the insurance carriers we are contracted with. Every submission is completed in the order it's received. Upon reviewing your account, we do see that your initial payment has been refunded in full. Please let us know if there is anything else we can do to make this right.Initial Complaint
08/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Yesterday, August 1st 2023 at about 3:26PM, I was coerced over the phone into purchasing insurance when I said multiple times I only wanted an estimate. I was asked for a credit card "to have on file" and was told there would be no charge, and a charge appeared immediately. In addition, I signed a contract that presents itself as an agreement for health insurance, but upon closer inspection: stipulates that I may not refute any charges made to my card, that I must submit in writing cancellation requests to two different companies in order to cancel the policy, and that I must mail back an ID card that I have not received in order to cancel the policy. Furthermore, the contract directly states that the service provided is not health insurance when I was lead to believe that it was over the phone. In addition, an add-on package was added without my knowledge or consent, and the contract stipulates I must go through an entirely separate process to cancel that as well. I called the customer service line within 20 minutes of being charged in order to cancel the policy. The first time I called I was put on hold for over 16 minutes and was not returned to. I called again and was immediately hung up on. I called a third time and was told that the policy was "in underwriting" and to call back today, the 2nd of August in order to cancel. Now when I call, my carrier tells me "call failed" as though I have been blocked. I emailed them promptly after this, and received a prompt reply that "The cancellation process has been initiated and to wait several business days". After the behavior I have seen so far, I am doubtful that they will return to me. All I want is to cancel the policy and it appears that Synergy Insurance Affiliates intends to make it impossible for me to do so.Business response
08/17/2023
****************, we apologize your experience with us did not meet your expectations. Before enrollment and purchasing a plan, it is a requirement all licensed agents send out a document that pertains terms and conditions of the policy. By signing the terms and conditions, this grants the licensed agent authorization to charge the payment method given. Listed at the top of the terms and conditions, there is a paragraph that pertains disclosures for the specified Health Insurance Coverage given. The Insurance policy given was bundled with a discount card for Telemedicine. Listed in the "Billing Authorization" section of the terms and conditions it states; "You certify that you are an authorized user of this credit card or bank account and that you will not dispute the scheduled payments with your ******************* or bank provided the transactions correspond to the terms indicated in this authorization". For cancellation requests, it is a requirement for the Plan Administrator to contact the insurance carrier in writing based on the consumers request and the phone number listed is for the consumer to call to conduct the request. All consumers are entitled to a free trial period of 30 days. According to our call records, it shows the cancellation request was submitted and the initial payment was returned. Please let us know if there is anything else we can do to make this right. Thank you.Initial Complaint
06/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This business provides multi plan insurance. I dont even know if that is the correct address because they wouldnt provide me one. I cancelled this policy on 4/18 because it is a scam. No providers take this and it is not insurance. They have taken money out of my account since May. I spoke to shaya. She would not give me her last name nor the address nor the owners name. The attachment shows that they refunded my payment in *****. The only reason they would have refunded me In ***** was because I cancelled this insurance. They will not refund my ***** ** May. Thank you.Business response
06/22/2023
Hi **************. We apologize that your experience with us did not go as expected. As an Insurance Agency, we are contracted with different insurance carriers that utilize different networks. Depending on the time of enrollment, the sales agent conducts a search and finds a plan that best fits the consumer based on their health history. The network search shows over 60 providers around your area. According to your account, two refunds were issued back to the payment method you provided us initially. Please reach out to us if you need further assistance.
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Customer Complaints Summary
7 total complaints in the last 3 years.
6 complaints closed in the last 12 months.