John's complaint:
January 27, 2015

Insurance Company: Assurant
Coverage Type: Health Insurance

• Underwriting - Cancellation
• PolicyHolder Service - Inadequate Service
• PolicyHolder Service - Incompetent Employees
• PolicyHolder Service - Delays/No Response
• PolicyHolder Service - Payment Not Credited
• PolicyHolder Service - Denied Access to Services
• PolicyHolder Service - Abusive Service
• PolicyHolder Service - Inadequate Reimbursement
• PolicyHolder Service - Unfair Negotiation
• Claim Handling - Delays upon Delays
• Marketing & Sales - Misleading Advertising
• Marketing & Sales - Misrepresentation

October 2014- we changed insurance providers due to the high cost of our previous provider. We signed and paid our policy premium for two months and received a letter in November that as of January 1st the premiums will be raised by 180$s more, each one. When we called our agent we were told that due to open enrollment starting January 1st, 2015 the premiums were raised for the year instead of it being a "rolling calendar year". We were told that by individualizing our plans we may be eligible for subsidies and they could save us some money on the same plan. We decided to allow them to do this on December 17th in order to not lapse in insurance by the 1st of January. On December 26th, a Friday, we received a letter dated December 17th, 2 weeks prior to receiving the letter that if a premium payment is not received by January 1st, 2015 that the policies would be canceled. On December 29th, Monday, the premium payments were mailed to Assurant Health. The first week of January we received our medical cards. When we tried to use the cards the following week we were told that they were invalid. On the 14th of January I called our agent who looked into the issue and called me back the same day and said that underwriting stated that the premium payments were never received and that as of that day, the 14th, which I just so happened to call our policies were canceled. I then in turn contacted our bank to confirm that the payments had been processed and discovered that as of January 5th the checks had cleared our bank account. We also on the 14th received a letter in the mail dated December 31st, 2014, once again 2 weeks before we received the letter in the mail, that our policies have been canceled. I then called back the following day, January 15th, 2015 and spoke once again to our agent, who then in turn called underwriting, who at that point agreed that the premium checks were received and deposited into their payment account, But because it was not deposited on or before the 1st of January, the policy had been cancel and that there was a waiting period of ten days from the time of deposit before a refund could be sent to us to ensure that the checks have cleared. When underwriting was asked if this had been done since it was now the 15th, 10 days after the checks were deposited we were told that is could take up to 3 days to process the refund and 7 to 10 days to receive it in the mail. On the 22nd, 17 days after the check had been deposited and were we lied to that it had not been received by underwriting, which it had. I called and inquired with our agent about the refund and was told that the check had been processed and mailed on the 12th of January, which for some reason they could not tell us this on the 15th when we 1st inquired about the policy, and we should be receiving the refund any day by mail. Today January 27th,2015, 22 days after the deposit of our premiums into their account, we still have not received the refund of $3,000.00 and are still not covered for health insurance. When I called today I was told that the refund check was processed and mailed on the 21st of January 2015, 6 days ago by "snail mail" and I should be receiving the refund within 7 days of it being mailed. Numerous times I have called the 1-800 number to be told that I have to call back at another time due to the high volume of calls. Numerous times I have asked to speak to someone in higher authority to ensure consistency in information. I do not blame the agent, he has gone out of his way to help us and keep us informed. Its Assurant who has continually gave us misinformation and have given us the run around as to where our refund would be and when we should be receiving it.

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