Complaints

• Initial Complaint

  01/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Over the last few weeks I have had a signifcant number of illegal robocalls to both phone numbers in my household, some calls as early as 6am. Eventually I played along in an attempt to find out who was behind these calls and as a result I was sent an email that claimed I had signed up for health insurance through Superior Healthcare which I had never done. I emailed Superior Healthcare and the other company that was involved letting them know what had happened, outlining the violations of state and federal law that had taken place, requesting the contact information of the call center they are paying to make the calls, requesting to be put on their internal do not call list, requesting a copy of their do not call policy and received no reply. I sent a follow up email that included the *** and compliance officer and no reply. Since then the calls have increased, I have received additional emails about completing the application and my phone number is now being used as the caller ID for others receiving the same health insurance robocalls. I called their office in an attempt to get this resolved privately but before talking to anyone I was put on hold and then the line was hung up.

  Business response

  01/08/2024

  Hello,

   

  We have received member ******************* complaint summary, but in order to move forward and address this complaint effectively we need the member ID number. There is no ******************* in our global system, therefore we need the member ID.

   

   

  Thank you,

   

  *************************;

  Grievances & Appeals Coordinator 

  Customer response

  01/08/2024

  Complaint: 21097446
  
  I am rejecting this response because as I made clear in my complaint, I did not sign up for a policy, I should not have any member ID or policy number.  This complaint is about being robocalled repeatedly which continues to this day with more than 5 calls just today from spoofed numbers asking about my Ambetter plan.  I attempted to get the contact information from the call centers by contacting the Ambetter compliance officer and CEO directly.  I requested a copy of the do not call policy as is required to be provided when asked and was asked to be put on the internal do not call list.  These requests were ignored.  Clearly you have this email in your system as I have received numerous emails to this email address from Ambetter about finalizing the policy I never applied for.  When I attempted to use my real name to play along and track down who were behind the calls, I was told I was blacklisted and was on the national do not call list, by the call center.  I then used the name ********************* and when I was once again illegally robocalled using spoofed numbers, only then was I sent to an agent who fraudulently attempted to sign me up for a policy.
  
  Regards,
  
  *******************

• Initial Complaint

  06/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had originally applied for coverage in april for a plan to start in ***** The policy was started for May 1st. I did not pay my premium *** confirmed through marketplace that my plan was cancelled. I then reapplied for coverage to begin June 1st and paid ****** may 15th as a partial payment towards my premium. I paid another ****** the 26th of May and intended to pay the remaining amount due prior to June 1st. In total 630 of my 691 monthly premium. They applied it to my camcelled May policy. I waited after having spoken to ambetter for a response *** was never contacted after the **** buisness days and was informed I would need to pay an additional month's premium since at this point it was ***** I after going back and forth requested to cancel the coverage as I was supremely unsatisfied. I confirmed woth marketplace the policy was cancelled after speaking to ambetter and was told to expect a refund within **** buisnesss days I was never refunded and they are stating my coverage is still active. They keep "filing an inqury" with the billing **** and have still yet to get back to me to refund my 630 dollars so that it can be applied to my new healthcare coverage. This company is awful with communication and customer service.

  Business response

  06/29/2023

  Superior HealthPlan (Superior HealthPlan Network/Superior HealthPlan, ***** is a licensed health care insurance company/health maintenance organization in *****.  We are bound by federal privacy laws to protect the identity and health information of our enrollees, and ensure all communications from our office is appropriate. 
  
  To facilitate the use and/or disclosure of an enrolled persons protected health information (PHI), Superior HealthPlan must have a signed authorization from our enrollee granting the approval to use or release any information to your office.  We have no authorization allowing Superior HealthPlan the authorization to communicate with the BBB about this person.
  
  We apologize that we are unable to respond to your office on this issue.  Please be assured that we are addressing all applicable concerns detailed in the correspondence you forwarded, upon confirmation that the individual named in your correspondence is enrolled with our health plan.  However, for the reasons stated above,Superior HealthPlan will communicate directly with our enrollee to address and resolve his/her concerns.  

  Customer response

  06/29/2023

  Complaint: 20247274
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************

*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. ↩