Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/09/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested a cancellation agreement notification through an email I provided on Jan 27, 2025. I received a response notifying me that it would take up to 30 days. After 30+ days I still did not receive a cancellation agreement notification even though they claimed they did. I requested a status for cancellation agreement notification to be sent to the same email on Mar 2, 2025 and they responded that it would it would take an additional wait time of 24 hours for the email. Clearly I'm receiving email responses successfully but they are not emailing me an official cancellation agreement notification email in my requests. I have also called and spoken with customer service and they assured me that I will get notification but still nothing has happened.All that I'm requesting is an official cancellation agreement notification from the company showing that I know I do not owe any charges or fees so I can find another VA Benefits provider.

  Business Response

  Date: 03/25/2025

  Dear Mr ********************* you for reaching out. I understand your concerns regarding the cancellation agreement notification.
  Upon review, I can confirm that the cancellation agreement was originally sent to you on February 9, 2025, and was resent again on March 11, 2025, to *************************** If you have not received these emails, I recommend checking your spam or junk folder to ensure they were not filtered.
  If you are still unable to locate the email, please let me know.
  
  Best regards,
  
  ******** *******
  Customer Service Supervisor
  **********************

• Initial Complaint

  Date:01/21/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My actual email sent to VA *********************** whom it may concern,I respectfully request to cancel this agreement dated August 17, 2024. I/m well within the 30 days required to cancel.1. I have not been able to log onto your website (portal page) to complete all the necessary tasks that are required of me to be successful in your program. I made two separate appointments with *** ********** in an attempt to get help but he didn't call me back at the scheduled time nor did he attempt to even reschedule these appointments. 2. As a result of this system failure I'm unable to complete the tasks that are required of me. Section 3 (b) of our contract states, "**** provides automated educational tools for Client to complete his/her own claim, to include training videos and VA Claims Insider proprietary resources". I haven't been able to complete more than a few basic tasks before I began to have issues. Thus far you haven't been able to supply me with the necessary resources to succeed in this program. 3. I find myself unable to be successful with your program if you're unwilling to provide assistance to complete all the necessary tasks per our contract. 4. For the record I sent *** ********** an email asking to be assigned to another team so I could get help and continue in the program but he never answered or acknowledged my email. For the above stated reasons and a few I haven't mentioned please cancel my contract with no further financial obligations to your organization, as no services have been rendered nor did you assist me in making any claims. Respectfully submitted,Veteran *********** ****** I don't see why I'm expected to pay for any future increase in my VA rating when this company wasn't unable to provide me with the required training video's etc. as per our contract. You can see I was not able to complete the program so why am I still financially responsible? All I want is to be treated fairly. Thank you.

  Business Response

  Date: 01/22/2025

  Dear Mr. **************** you for sharing your concerns and providing detailed feedback regarding your experience. We sincerely regret that we fell short of meeting your expectations and that you encountered difficulties accessing our resources and support.
  Per your request, your agreement was canceled on September 5, 2024. A member of our team will be reaching out to you today to ensure all your concerns are addressed and to provide any additional assistance you may need.
  Our goal is always to provide every veteran with the tools and assistance needed to succeed, and its clear that we could have done better in your case. If theres anything further youd like to discuss, please feel free to contact us at [insert appropriate contact information].
  Thank you for your service and for giving us the opportunity to address your concerns.
  Best regards,
  

  ******** *******
  Customer Service Supervisor
  **********************

  Customer Answer

  Date: 01/23/2025

  Complaint: 22839308
  
  I am rejecting this response because:  ******** ******* I returned your call, and I wasn't able to get a hold of you.  ************ didn't honor its contract with me and provide the training/educational material needed to complete the course and when I asked for help from *** ********* he didn't call or email me.  Since you were not able to help me in submitting a claim there shouldn't be any financial obligation. Just for the record you left a message but didn't offer a resolution. 

   

  Best regards,
  
  *********** ******

  Business Response

  Date: 01/24/2025

  
  Thank you for reaching out. While I acknowledge your attempt to contact me, it is our business practice to respond within 24 business hours. I believe we did speak on the phone and addressed your concerns at that time.
  As previously stated, we canceled your contract in September 2024 and sent you an email confirming this. Once a contract is canceled, there are no further financial obligations for future claims.
  The initial contact was made to gather information and determine the next steps. I also want to extend my sincere apologies for the service you received from *** *********. We aim to provide the highest level of support, and Im sorry this experience did not meet your expectations.
  Best Regards,

  ******** *******
  Customer Service Supervisor
  **********************

  
  
  

   

  Customer Answer

  Date: 01/27/2025

  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.
  
  Regards,
  
  *********** ******

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  VA insider claim was assistim me in get an increase in my VA rating. We filed for an increase on a previous rating. It was denied. The coach was trying to come up with a plan. We didnt have anything in motion. I went to my primary VA doctor and he sent me to get my hearing revaluated. And they filed paper work and i recieved and in crease on my hearing. My coach and i never spoke about the hearing increase. Once i told him they increased my hearing rating he want me to pay for there services. $3000.00 . If it was something we were working on and i got the increase i have no issue paying. But paying for a service that wasnt provided. Is absolutely not right.

  Business Response

  Date: 12/06/2024

  Mr. ******,
  Thank you for reaching out to share your experience. We appreciate the opportunity to address your concerns.
  After thoroughly reviewing your account, we have confirmed that ************* was provided during your time with VA Claims Insider. From the moment you came on board until your successful increase, you actively utilized our services and engaged with your coach on a consistent basis.
  Our records reflect over 135 text messages exchanged between you and the coaching team, as well as 61 calls totaling 3.25 hours of call time. These communications highlight the extensive support, strategies, and guidance provided to assist you throughout the claims process.
  Its important to note that the increase in your VA rating, regardless of whether the specific condition was directly discussed, is considered a result of the collaborative efforts and resources made available to you during your engagement with our team. Based on the comprehensive services provided, we respectfully maintain that a discount is not warranted. 

  Best Regards,

  ******** *******
  Customer Service Supervisor
  **********************

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the VA claims insider for assistance with filing a claim for VA disability. I understood that this suppose to a educational type assistance. I have not received the type assistance i thought I would receive. I was referred to videos online with information that frankly did not give me much insight. The va claims insider did nothing but refer me to videos. I talked my so called coach Once in the beginning when signed up and then when I was given the disability increase. The reason i am filing a complaint is the charging me ******* dollars for this so called service the provided, which is no service at all. I did all the work filing the claim, following up with va office. They did nothing at all to earn *******. I feel this is a scam. I feel that the falsely represented themselves. I do not wish to pay 600 a month for 12 months to resolve this. I feel cheated and I would recommend any one use them for anything. this can be done for free the the regional va office. The fees are not explained clearly and for this amount I feel is too much. I think that the better business bureau should investigate and shut down this business.

  Business Response

  Date: 10/15/2024

  Dear *****,
  Thank you for taking the time to share your feedback. We genuinely appreciate your concerns, as we take all feedback seriously to improve the service we provide to veterans like you.
  First and foremost, we are sorry to hear that your experience did not meet your expectations. Our goal is to provide education, resources, and guidance to empower veterans throughout their claims process. We strive to be transparent about the services we offer, which include personalized coaching, video tutorials, and other educational tools to help veterans navigate the complexities of the VA system.
  While we do our best to explain the process and any associated fees clearly, we understand that there may be some confusion. We would be happy to review the details of your account with you to ensure that theres a clear understanding of our services, the work involved, and how we arrived at the fee in question. We are committed to ensuring our clients feel supported throughout the entire claims process, including follow-up after an increase.
  We also want to emphasize that we respect every veterans choice in deciding whats best for their situation. A member of our team will be reaching out to you today to address your concerns. 

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for assistance with a claim. The "coach" gave me a story of how a previous client tied his claim for a physical disability to a claim for mental health (depression). Which of course is a larger % claim. I told the coach I do not have MH but there was addition conversation which strongly encouraged me to apply for MH.I also received texts from the coach's asisstance at 2:58 AM, during the week telling me that they are there if I need assistance and I am not alone.I received numerous other texts asking if I needed assistance which was more of the prelude to "if my claim has been approved". They wanted me to use their medical services for nexus and evaluations. I told the coach that the process is easy as I have medical documentation along with a MRI indicating my medical condition. He told me that it was NOT ******* appeared to be argumentative. And this is a guy who is suppose to be working for me???Lastly they continue to call about the status of the claim during my work hours. I have asked numerous times to contact me after 5pm est, but they continue to call during my work day.Are they helpful? Very little for the amount that they charge. I spoke with the coach for less than an hour and they want 6X my claim Increase. I would not recommend. I would use an accredited va claims agent. Not VA Claim Insider. There are numerous free options out there that do the same if not better. They are also being sued by the Attorney General in ** for fraudulent and deceptive practices and other states are looking into their practices.

  Business Response

  Date: 09/27/2024

  Mr. **************** you for sharing your experience. We apologize for any frustration caused during the process. Our intention is to offer tailored guidance based on each veteran's unique circumstances, which is why mental health was mentioned. We respect your decision to focus only on the claims you feel comfortable with. We're sorry for the timing of the texts and calls; we should have respected your preferred contact times. We also understand your concerns about the communication and fees. A member of your team will be reaching out to you to address your concerns within 24 business hours. 
  
  Best Regards, 
  
  ******** *******
  Customer Service Supervisor
  **********************
  

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to share my experience with VA Claims Insider. I was assigned to Coach ***. Right away I felt Coach *** was not very good at connecting with me. He was very short in conversation and did not explain to me very well what I needed to do. The second red flag came when Coach *** missed one of our scheduled phone call appointments. After two weeks I finally got Coach *** on the phone. Coach *** apologized and said that he has over 150 veterans they take care of. That would explain the dry, unfriendly demeanor. Shortly after that, I had a fallout with Coach ***. Up to this point, I was frustrated with the program because nothing was clear, no real help, no guidance, no real coaching. He missed two more appointments and his demeanor did not change. What do these guys get paid for? All I was told to do was to watch the videos. I finally got to my review for my rating. I was nervous the day before and was hoping for a better direction before the interview from Coach ***, but nothing no direction. It was a cold call and I will be okay. I went to my appointment and by the ***** of God, all went well. I was upset that my coach did not call me the next day to see how it went. Wouldnt he want to know the outcome of my appointment even more so since I called him the day before? Coach *** did not call me back for 4 months. I was so ****** off because I had not received any help, no direction, and no real coaching. I finally got a call from a secretary. Thats when I decided to take matters into my own hands. I filed a complaint with VA Claim Insider and spoke to his supervisor ***** ****. I filed a complaint that I did not receive any real help, I went into my rating review and was honest and got my award. These guys are scammers. They can't help you with your rating, they are not even credited to help you. They are asking for me to pay $12,000 for a service they did not provide please stay away from them.

  Business Response

  Date: 09/27/2024

  Dear Mr. *********************** you for your feedback. We apologize for the issues you experienced with Coach *** and understand your frustration. We take your concerns seriously and strive to improve based on feedback like yours.
  Regarding your account, on 10/23/2023, we completed a review, and on 10/30/2023, we offered you a 10% discount on our services. You responded that you needed a week to decide, but we did not hear back from you. On 1/4/2024, your account was sent to collections for non-payment. At this point, we are unable to assist further, and you will need to work directly with the collection company.
  Thank you again for sharing your experience, and we hope this clarifies the situation.
  
  Sincerely,
  
  ******** *******
  Customer Service Supervisor
  **********************

  Customer Answer

  Date: 09/30/2024

  Complaint: 22329390
  
  I am rejecting this response because: The state of Texas is preparing to take VA Claim Insider to court and they have asked me to be part of several veterans that will testify of the lack of professionalism and help that they give. I did not receive any real help from ***. I wrote my General State Attorney when I was fet up with the lack of help that I was getting. I feel like this response is another attempt to sweep me under the rug, just like the coaches you have employed. This is not fair to the men and women who risk their lives for this country. I would advice you to remove the fake debt that you have on file. This debt did not come from the service you provided, this is not fair and not right. My experience with *** has been horriable and many veterans agree. I will have to testify in court when the state of ***** has gathered all the information they need. You have a good day. 
  
  Regards,
  
  ******* *********

  Business Response

  Date: 09/30/2024

  Dear Mr. ******************** mentioned in our previous communication, after three months of no response, we proceeded with debt collection. At this point, there is nothing further we can do to assist here at VA Claims Insider (VACI). Any questions or concerns regarding your account must be addressed directly with the collection agency.
  We appreciate your understanding.

  
  Sincerely,
  
  ******** *******

  Customer Service Supervisor

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

   

  Customer Answer

  Date: 09/30/2024

  Complaint: 22329390
  
  I am rejecting this response because: The lack of real customer help and Lawsuit that we are preparing for this year.  
  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to VA Claims Insider for assistance with improving my VA rating. I had been working on it using my own resources but thought the company might provide additional support. I signed up to get a coach, which I understood would be a more hands-on service.Throughout the entire process, I only had a total of ***** minutes of interaction with a coach and a female associate. I was told to watch a few ******* videos (which I did), but I ended up doing the majority of the work myself.I was later told by their financial manager that, despite not needing all of the services they offered, I was still responsible for the full fee because the services were "available" to me, even though I didn't use them. That explanation is ridiculousit's like taking your car in for new tires, getting charged $3,000, and being told you could have gotten a new engine too, even if you didnt need or request it!For 30 minutes of phone calls and three ******* videos, I was charged over $10,000. Now, this bill is in collections, which I am continuing to fight. This is an outrageous overcharge for the minimal services provided, and I am seeking resolution.

  Business Response

  Date: 09/13/2024

  Thank you for sharing your experience, Mr. ******* We sincerely apologize for the frustration you've encountered and appreciate you bringing this to our attention. Our goal is to provide veterans with the guidance and resources needed to improve their VA rating, and we regret that you did not feel fully supported throughout your journey with us.
  
  An account review was completed for you, and I personally reached out on March 6th, 2024, to go over the findings. During that call, I explained that Coach ****** provided the level of service promised with the Elite Membership, and there were no service misses on his part. I also informed you that we would not be extending a discount on your invoice. At that point, you chose to end the call.
  
  Regarding the fee, our services cover a wide range of support throughout the process, which may not always be fully utilized by every client. However, we value your feedback and are committed to improving transparency around this issue to avoid any confusion in the future.
  
  After several months of non-payment, we regret to inform you that your account has now been transferred to collections. Moving forward, any discussions or inquiries regarding the account will need to be directed to the collection agency.
  
  We appreciate your understanding and encourage you to reach out to the collection agency for further assistance in resolving the matter.
  

  Best Regards,
  
  ******** *******

  Customer Service Supervisor

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

  
  

  Customer Answer

  Date: 09/15/2024

  Complaint: 22249910
  
  I am rejecting this response because: collections that was a terrible outcome from dealing with this company. Now I have to fight with a collection agency 
  
  Regards,
  
  ******* ******

  Business Response

  Date: 09/16/2024

  Dear Mr. **************** understand your frustration regarding your account going to collections. This is certainly not the outcome we wanted for you, and I apologize for the stress this situation has caused. Unfortunately, after multiple attempts to resolve the outstanding balance, this step became necessary.
  At this point, since your account has been transferred, any further discussions or disputes regarding the account must be addressed with the collection agency. I encourage you to contact them as soon as possible to begin resolving the matter.
  
  Best Regards,

  ******** *******
  Customer Service Supervisor
  **********************

   

• Initial Complaint

  Date:08/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a scam.

  Customer Answer

  Date: 08/15/2024

  The company tricks you into thinking what you need to do is very hard. Then once you sign the documents, they just tell you to do the work yourself. They will try to charge you thousands of dollars for this. This company is hustling our hard working veterans into signing away their money. 

  Business Response

  Date: 08/20/2024

  **************,

  Thank you for sharing your feedback with me recently. Were sorry to hear about your experience. At our company, we strive to provide valuable support to veterans throughout the claims process.
  
  We want to clarify that the pricing was included in the contract prior to your decision to come on board and was also discussed during the discovery call on January 30, 2024. Our goal is to be transparent about our services and associated costs. If you have any additional concerns, you would like to address please I would be happy to discuss them with you. 

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

  Customer Service Supervisor

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

• Initial Complaint

  Date:08/13/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was seeking information and help with my VA Claims as the process is very complex. VA Claims Insider was more than willing to talk but did not disclose their fees while onboarding. Apparently I signed a contract on August 1st, 2023, I dont remember reading about any fees while onboarding and I read everything. They slipped it into a generated contract that they emailed me after the fact with 3 other emails. I spoke with *********************** a total of three times, if memory serves, over the course of a year. He looked over my lay statement and I submitted. I had made all of my appointments, wrote all my statements, and did all the research myself. He really just validated my work. When trying to schedule another appointment almost 6 months later, the appointment was canceled and his secretary set up a later appointment. It was also canceled. I made two more appointments that came and went. When I finally got a call from them it was nearly a year, they said I was being assigned a new coach. I cancelled that and informed them I would be going another direction. They sent me a text stating that they could not cancel my contract until I uploaded my decision letter? I replied that I was unaware of a contract? So I began digging. I found the generated contract and read through it. There were the fees and the reason for them wanting me to upload my decision letter. Havent heard from them in months and all they were focused on was my decision letter. Those fees were not there in the onboarding, they only disclose them after the fact which is some major bait and switch ********. I am filing a complaint for the record but have no plan to pay fees as they were completely dishonest in their non-disclosure. This is not a legitimate contract, they offer no actual advice other than to validate work you do yourself and that is not my signature on the contract. A contract must be original otherwise how can it be validated that the contents were disclosed when signed.

  Business Response

  Date: 08/20/2024

  Good Morning **** *******,

  Thank you for discussing your account with me. I understand that you do not recall signing an agreement; however, it was completed using your email address and is linked to your IP address. The contract outlines all associated fees charged by our organization. I see that you uploaded your decision letter and did not achieve a favorable outcome. As a result, we will proceed with canceling your contract, and you will have no further financial obligations to our organization. If you have any additional concerns that were not addressed during our conversation, please feel free to reach out to me. 

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

  Customer Service Supervisor

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

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  VA Claims Insider claimed to be able to help me through my process with coaching and step by step support. Anytime there was a call scheduled I was rushed off the phone and never received much support. To guidance a call needed to be scheduled a week in advance and if I were fit into the schedule I was again rushed off the phone or promised a call back I would never receive. I was able to submit a claim purely on my own with the coach having me watch ******* videos that are open to public for guidance. They not only charge you to walk you through the process they also want you to pay $600 to a third party for them to coach you through the C&P exam. VA Claims Insider take a benfit that veterans earned and found a way to scam people out of as much of that money as possible. Now that they want to collect money they call everyday and text, I could not get that type of response when I was in the process of a claim. I dealt with VA Claims insider around 8/23.

  Business Response

  Date: 08/08/2024

  Dear ****************,
  
  Thank you for taking the time to share your experience with us. We genuinely appreciate your feedback, even when it highlights areas where we may not have met your expectations.
  
  Were deeply sorry to hear that you felt rushed during your calls and that you did not receive the level of support you deserved. Our goal is to provide every veteran with thorough and attentive service, and its clear that we missed the **** in your case. We understand how important it is to feel supported throughout the claims process, and we regret that your experience was anything less than positive.
  
  Regarding the use of third-party services, we always aim to be transparent about any additional resources that might be beneficial for our clients. We sincerely apologize if this was not communicated clearly.
  
  We take your concerns very seriously and would appreciate the opportunity to discuss this further. A member of our team will be reaching out to you today.
  
  Thank you again for your feedback, and for your service to our country.
  
  Sincerely,
  
  *******************************
  Customer Service Supervisor
  **********************