Reply from iHealthBrokersApr 9, 2024
Dear Cindy (a.k.a. Unhappy Customer),
I am compelled to address your review, which, frankly, misrepresents the interactions you've had with our team. When you initially reached out to us in February of 2021 regarding your son's move to Nebraska, you engaged with several members of our team, including Terri, Kimberly, Eric, and Kaileena, but never directly with me (Jesse), as your review suggests.
Your request for short-term medical insurance and dental coverage was diligently handled by our team, and we secured policies from highly reputable companies with long-standing histories of reliability dating back to the 1800s.
While it's regrettable that you encountered issues with your coverage, it's important to clarify that any alleged scripted responses do not align with our company's practices. We pride ourselves on transparent and personalized service, evidenced by detailed notes and call recordings from every interaction you've had with our team. Allow me to address the specific concerns you raised:
On 09/12/2022, you contacted our office expressing dissatisfaction with your dental insurance claim denials. Despite our efforts to assist you, including intervention by Eric and attempts to resolve the issue with the carrier, you remained adamant in your stance, eventually opting to cancel the plan against our recommendation.
Subsequently, on 02/07/2024, we notified you via email regarding a lapsed medical insurance payment. Rather than addressing this issue directly, your response mirrored the sentiments expressed in your review.
It's imperative to note that had you approached us with the explanation of benefits for any denied claims (or contacted us at all), we would have promptly contacted your medical insurance company to rectify the situation. This proactive approach to advocacy and resolution is fundamental to our daily operations, as we understand that insurance carriers can make errors that warrant correction.
Your referral to us by your previous broker, along with the thousands of positive reviews spanning our 17 years in business, underscores our unwavering commitment to exemplary customer service. Our track record, with less than 1% of reviews falling below 5 stars, speaks volumes about our dedication to client satisfaction.
In light of your recent email requesting that we call you, we regret to inform you that we will not be initiating contact. Your review and our subsequent response signify the termination of our business relationship, and we have no intention of engaging in further discussion with you.
Sincerely,
Jesse Smedley, CEO
iHealthBrokers
