ComplaintsforLighthouse Insurance Group, LLC

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have been working on getting private insurance (not Obamacare, we are self-employeed professionals) since Nov. 2023. We thought we had it and were given a reference number on 11/28/23. We never received confirmation emails and reached back out on 12/18/23 to the phone number we had previously called. We were connected with Armanie Wilson with LIG. She said that on 11/28/23 the application was completed but not submitted. She said she would take care of it and our insurance would be effective 1/1/24. We paid our premium for January in the amount of $2118.99 during this call with LIG that day on 12/18/23. We received an email from LIG confirming payment received and coverage effective on 1/1/24. We have since found out that we have NO insurance on 1/1/24. We have repeatedly called, left messages, and on the rare occasion spoken to random representatives. Each time, they tell us they can't help us or they hang up on us. We have over 20 hrs just this week of waiting on hold and trying to get in touch with someone from LIG to help us with this matter. Today we spoke with someone (Grant) and they admitted they (LIG) made a mistake and that they wouldn't be able to help us or do anything to fix it. I asked to speak with a manager and was told that they're not available. This is about the 4th manager that was supposed to call, but hasn't. We paid for a service and have documentation confirming payment and 1/1/24 start date, but they are not able to provide the service. I will attach a copy of the email from Armanie Wilson, the representative of LIG.

  

  Business response

  01/30/2024

  We sincerely apologize for any confusion or misunderstanding that may have arisen regarding this matter. It is important to clarify that the original agent  was not affiliated with LIG as an employee. Following the December 15th deadline, for a January 1st effective date, we had a discussion with Mr. and Mrs. ******. As per the regulations outlined by the federal marketplace, any applications submitted after December 15th will be subject to a 2-1-24 start date. When assistance was offered to Mr. ****** to find a short term medical plan, we were informed via email that it had been already handled.

• Initial Complaint

  06/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am a private contractor as a medical coder for a facility and I was looking for medical insurance for my family. I found LIG Solutions on the internet and decided to give them a call on May 31, 2022. I spoke to a man who gave me information on how to get the medical insurance. When he gave me the quotes, I told him that it was expensive but I needed the coverage for my family. He told me that I had to pay for the month of June up front and he gave me a quote and sent me an email with the quote of $583.02 as monthly premium each month. I gave him my bank information and when I checked my bank account on 6.3.2022 $602.98 was withdrawn from my bank account to **********-***** DES: INS PREM. The company I work for reached out to me and would like to offer me benefits so I don't need the insurance that the man at LIG gave me through *****. I contacted ***** insurance to tell them that I no longer needed the insurance and if I could terminate the agreement and get a full refund. The representative at ***** said you were under a plan that does not require a monthly premium and you should reach back out to the person who you allowed to withdraw that $602.98 from your bank account. ***** did terminate the agreement. I have reached out to the man at LIG Solutions by email, I called and left several messages and I even set up an appointment to talk to him today through his electronic calendar about the refund but he is unavailable and not responding to my calls nor emails. I am requesting full refund of $602.98 which was withdrawn from my account and I have contacted my bank to block and freeze any money going this company so no more money will go to this company.

  

  Business response

  06/17/2022

  Lighthouse Insurance Group (LIG) takes concerns of this nature very seriously and we appreciate this feedback. LIG has completed a formal investigation of the situation in question. Our records show you purchased an insurance solution with us on 5/31/2022. At the time of purchase, you were emailed a recap of your policies which outlined your coverage, monthly premium amount and outlining how this coverage was with two separate carriers. ***** for your major medical coverage, and **********/********** for your supplemental coverage. Being that they were separate companies, ***** would not have known about the supplemental coverage. Our call records indicate that you did call eight times between 6/6/2022 and 6/7/2022 and you left a voicemail on 6/7/2002 at 10am.  The sales agent did attempt to contact you within 24 hours of your message to help clarify any confusion there may have been, and to confirm and help process the cancelation. Given that your statement included a request for a refund, we have cancelled your policies with **********/**********, and you can expect a refund for still being within your free look period. We apologize for any confusion and are here to assist with anything further.

   

  Customer response

  06/19/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I do need to know the turn around time to receive refund of $602.98 which is what was withdrawn from my bank account on 6.3.2022. The company I currently work for is providing benefits so I am covered now.
  
  Regards,
  
  ****** ****
  
  
  

• Initial Complaint

  02/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I’ve received numerous called from “LIG Solutions”, at least 5 a day. I’ve added myself to their “do not call” list on at least 4 different occasions, however I continue to receive calls. This is excessive and pushing the line into harassment.

  

  Business response

  02/17/2022

  Thank you for reaching out to LIG Solutions and letting us know of your complaint.

   

   

  This is an official response for ********** ********* ***** *** *** *** ********* as it related to the following complaint:

   

  Customer Information:

  Valerie Smith
  525 W Westchester Pkwy 1313
  Grand Prairie, TX 75052
  Daytime Phone: (214) 300-9840
  E-mail: [email protected]
  
  
  Customer’s Statement of the Problem:
  
  I’ve received numerous called from “LIG Solutions”, at least 5 a day. I’ve added myself to their “do not call” list on at least 4 different occasions, however I continue to receive calls. This is excessive and pushing the line into harassment.

   

   

  After reviewing our calll logs with our internal quality assurance department as well as our dialing system we have found there were 2 calls in the last 60 days made to 214-300-9840 both on 2/16/2022 the first call was at 10:51am EST and was marked as no answer.  The second call was made at 3:14pm EST and Ms. Smith asked to be placed on the DNC or Do Not Call List.  Our agent placed on the DNC as showin in the attached call log.  No other calls were made to 214-300-9840 from Lighthouse Insurance Group DBA LIG Solutions.

   

  If Ms. Smith is receiving additional calls they are not from our agency.  Ms. Smith should ask to be placed on the DNC or Do Not Call list with those other agency's as they call this number.  She can also visit https://www.donotcall.gov/  to be placed on the National Registry.

   

  Thank you and we hope this information helps.

   

  LIG Solutions

  Quality Assurance Team

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