ComplaintsforLiberty Health Professionals

• Initial Complaint

  08/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of Transaction: July 27, 2023 Insurance agent advised that my daughter's doctor was in the plan they were providing but I need to pay them first before I can get access to list of doctors in network. After they provide insurance cards, the doctor didn't recognize the plan and let us know that her group is not in the plan. I've asked Liberty Health Professionals to refund my payment and they will not unless I tell them who my new carrier is. Below are their instructions to process my refund. Please Copy And Paste Template Into A Reply Email. Fill Out ALL OF THE FOLLOWING INFORMATION In Order To Proceed With The Cancellation Process.Cancellation Request Member Name: Member ID Number: Written Reason Of Cancellation: Attach Proof Of Continuing Coverage:

  Business response

  08/02/2023

  Dear ********,
  We hope this letter finds you well. We are writing in response to the recent complaint filed against our company with the Better Business Bureau under [#********]. We take all customer concerns seriously and appreciate the opportunity to address this matter.
  First and foremost, we would like to clarify that at no point did we inform any customer that we would not cancel their policy if they did not submit proof of coverage. We strive to maintain clear and transparent communication with all our customers, and it is not our practice to make any such representations. We understand the importance of adhering to all legal and regulatory requirements, and we consistently comply with the applicable rules and regulations in the insurance industry.
  Furthermore, it has come to our attention that there *** have been some misunderstanding regarding the email that was sent to our customers. We can confirm that the email you are referring to is a standard communication sent to all our policyholders as part of our routine process. This email serves as a friendly reminder to ensure that our records are up to date and accurate. It is not intended to imply any conditional cancellation, as alleged in the complaint.
  We would also like to address the concern about the requirement to provide proof of coverage. In cases where a customer contacts us indicating that they do not have continuing coverage or are experiencing difficulties obtaining such proof, we always adopt a supportive approach. We understand that life circumstances can change, and obtaining new coverage *** not always be immediate or feasible. In such situations, we request our customers to fill out the necessary forms to the best of their ability and collaborate with them to resolve any issues that *** arise.
  We regret any inconvenience or confusion that *** have arisen due to the misunderstanding regarding our communication and policies. Our top priority is to provide exceptional customer service and uphold the highest ethical standards in all our interactions.
  To resolve the matter, we would like to extend an invitation to the complainant to contact our customer service team directly at ******************************************* Our team will be more than happy to clarify any concerns, provide further assistance, and work towards an amicable resolution.
  We value the relationship we have with our customers, and we are committed to ensuring their satisfaction. We sincerely hope that this response addresses the issues raised in the complaint and that the matter can be resolved to the complainant's satisfaction.
  Thank you for bringing this matter to our attention, and we appreciate the opportunity to provide this clarification. Should you require any further information or assistance, please feel free to reach out to us.

  Customer response

  08/02/2023

   
  Complaint: 20411742
  
  I am rejecting this response because: I already contacted the customer service team and provided the information by phone. 
  
  Sincerely,
  
  *******************************

  Business response

  08/04/2023

  Our customer service team confirmed that you indeed contacted us to initiate the cancellation of and that they followed the established cancellation protocol by sending an email response to you. However never received an email in response filled out to the best of your ability, it appears that there was a breakdown in communication, and we deeply regret that our email response did not reach you or that it went unnoticed. As a result, there was a delay in addressing your cancellation request promptly, which is entirely contrary to the level of service we strive to provide.

  Regarding your mention of a refund, We attached submission and proof, I would like to express our appreciation for providing additional evidence to support your claim., we have verified that the refund request was indeed initiated on [08/03/2023]. I want to assure you that we are committed to issuing the refund owed to
  you as soon as possible to rectify this matter.

  In light of these unfortunate events, we are taking immediate steps to improve our communication channels and ensure that similar issues do not recur in the future. We will reinforce training and monitoring measures for our customer service team to guarantee efficient and reliable communication with our valued customers.

  Once again, please accept our sincerest apologies for the inconvenience you have faced, and we genuinely appreciate your patience and understanding throughout this process. We value your business and want  to ensure you have a positive experience.

  Business response

  08/04/2023

  Here is proof that we submitted a refund to this member.

  Customer response

  08/04/2023

  Hi BBB -

  TD Bank was called and they do not see anything refund pending in the amount $493.57 so as of Aug 4th, this is still an outstanding complaint. 

  thanks, 

  *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩