ComplaintsforAgentra

• Initial Complaint

  08/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Been paying $548 per month for medical, life & vision insurance since June 15th, 2018.... Could never find a Dr who took the insurance until THIS year, 2022. They don't pay hardly anything to the Drs & we are stuck paying the bills... They don't even pay for the wellness checkups! My debit card was on auto-pay & recently had to be renewed & numbers changed & tried to call, wrote emails & left voice messages asking for a call back to only get the run around to always ending up getting the repeated voicemail to leave messages... I want my money back for all this crap insurance we paid over the years... especially on our life insurance! I want to cancel all aspects of insurance with Agentra. It is obviously a fraudulent company.

  Business response

  10/19/2022

  Business Response /* (1000, 5, 2022/08/30) */ Agentra provides enrollment services, billing and customer service for independent agents, insurance companies and product vendors that we work with. The complainant and her spouse were enrolled on June 15, 2018, in a limited benefit medical plan that includes limited benefits for covered inpatient and outpatient services, prescription benefits and term life insurance for a coverage effective date of July 1, 2018. They also enrolled in a vision plan, critical illness plan and AD&D plan, for the same coverage effective date. The complainant cancelled the critical illness plan effective September 30, 2018 and kept the other plans which are still active today. The complainant has spoken with Agentra member services over 20 times in the 4 years that she's had coverage. She has also logged into her member portal several times over the years. The member portal includes the plan descriptions and benefit information for the plans enrolled in as well as billing information, and contact information for the various insurance companies and service providers for the products that the member is enrolled in. The limited medical plan the complainant is enrolled in is not a major medical plan or comprehensive medical plan. The plan pays a fixed benefit amount for services covered by the plan. In regard to the complaint needing to update the debit card for autopay, the payment declined on August 15, 2022. The complainant updated her payment information through the member portal on August 16, 2022, and the payment was processed successfully. After receiving the complaint one of our managers contacted the complainant to address her complaint and review the plan benefits with her, and offered advocacy assistance for her out of pocket expenses. The complainant stated she would like the assistance and stated she would like to keep the plans for now. The complainant has the contact information for the manager that she spoke with, and can contact her with any further assistance she needs or if she decides she wants to go ahead and cancel any of the plans.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been Paying Agentra $49.99 for prescription insurance for more than 3 years. Yesterday after having my accounts hacked I tried calling them left several messages because I needed to change payment method. No option to talk to live person. I called RX Valet and they told me that they have never received any payments for my drugs from Agentra. I paid out of pocket for all. I never received a card etc. Basically I have been paying them fraudulently. I request all of the money that I have paid back

  Business response

  02/28/2022

  Business Response /* (1000, 5, 2022/01/24) */ Agentra provides enrollment services, billing and customer service for independent agents, insurance companies and product vendors that we work with. The member was enrolled by an independent agent on November 13, 2019, in a health savings product called MyHealthPass, for a coverage effective date of December 1, 2019. An electronic enrollment confirmation document was sent to the member and signed by her on November 13, 2019. The enrollment confirmation document includes a description of all products and services included in the MyHealthPass plan. The member was also sent a welcome email on November 20, 2019, which she opened the same day. The welcome email includes a link to the member portal. The member portal includes ID cards and the description of the plan benefits. These documents can be viewed on-line and be downloaded and printed. MyHealthPass is a non-insurance product that includes unlimited telemedicine consults with no consult fee; savings on prescriptions, labs, vitamins, and diabetic supplies; programs for personal health assessment, health coach, and storage of health records; patient advocacy program that works with the member and their insurance companies and, medical providers to reduce medical bills. The advocates also assist members in getting other medical services and high cost prescriptions at reduced charges or at no charge to the member. The member first contacted member services on February 6, 2020, regarding a notice she received regarding her payment declining. The member states that she did not remember enrolling in the MyHealthPass product and requested to cancel. The member called back the same day and advised that she did not want to cancel and provided another method of payment for her monthly payments. The member called member services on March 19, 2021, and advised that she was going on Medicare and asked if she could still utilize the MyHealthPass products. She was advised that since MyHealthPass is not insurance, she would be able to keep MyHealthPass and continue to use the products and services. The representative emailed the member the link to her member portal so that she could print an ID card. The member opened the email the same day. The member called member services on June 16, 2021, and asked how to view her benefits again. An email was sent to her on how to access her member portal. The email was sent and opened the same day. The prescription saving plan that is included in MyHealthPass is RxAssist not *******. If the member called *******, then yes, she would have been advised that they never received any payments. Agentra has been remitting the monthly payments since December 2019, to RxAssist as well as the other vendors of the products and services included in MyHealthPass. At the time this complaint was filed, the member was paid through January 2022. We cannot provide the member with a full refund back to December 2019. However, we have gone ahead and refunded her the last three payments back to her Visa card and cancelled her MyHealthPass product effective October 31, 2021. Consumer Response /* (3000, 7, 2022/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Even if I did open (do not recall) the fact remains that the agent that sold me told me it was just for prescriptions. Where would I have gotten *******'s name if not from them. Since they sent money to the wrong place they should e refunded. I now have a new bank account since 1/4/2022 due to hacking. I will settle for at least one years refund. Never heard of RXAssist. I did make a call in June and asked if I could use the ******* prescription on medicare Business Response /* (4000, 9, 2022/02/01) */ In response to the members last statement, we have provided a copy of the electronic enrollment confirmation document that she signed on November 13, 2019. The IP address in the signature information is near Danbury, CT. The member lives in this area. The document provides a summary of the products and services included in the MyHealthPass plan. The product description for the prescription savings plan is RxAssist. We have also attached a copy of the ID card and products description that is located in the member portal that the member access. RxAssist is very prominent on the front of the ID card. RxAssist is also included throughout the products description, including phone numbers and emails for RxAssist. Payment was not sent to the wrong place. It was sent to RxAssist. Regarding the 3 months of payment that were refunded to the Visa card, we checked with our bank and with the credit card processing merchant, and they confirmed that the 3 refunds were processed and settled with the Visa card provider. We have attached a screen shot of the refund transactions. The member will need to check with her credit card provider or bank regarding the refunds. There will be no further refund provided. Consumer Response /* (4200, 11, 2022/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did get the signature page in 2019, I did get the refunds. I did not get anything about RXAssist. I never heard of the, ******* did not appear out of no where. Pretty good cover up on there part. You can close the case with a very unhappy senior citizen.

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