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Northeast California

BBB Accreditation

A BBB Accredited Business since

BBB has determined that eHealthInsurance.com meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for eHealthInsurance.com include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 65 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

65 complaints closed with BBB in last 3 years | 20 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 27
Billing/Collection Issues 16
Delivery Issues 2
Guarantee/Warranty Issues 0
Problems with Product/Service 20
Total Closed Complaints 65

Customer Reviews Summary Read customer reviews

0 Customer Reviews on eHealthInsurance.com
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: January 19, 2000 Business started: 12/29/1997 Business started locally: 12/29/1997 Business incorporated: 12/29/1997 in CA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

INSURANCE COMMISSION (LICENSING INFO.)
320 Capitol Mall 1ST Fl, Sacramento CA 95814
Phone Number: (916) 322-3555

Type of Entity

Corporation

Business Management
Mr. Karl Barrios, Associate General Counsel Ms. Sara Garcia, Customer Service Representative Ms. Carrie McLean, Customer Service Manager
Contact Information
Principal: Mr. Karl Barrios, Associate General Counsel
Customer Contact: Ms. Carrie McLean, Customer Service Manager
Business Category

Insurance Companies Insurance - Accident & Health Insurance - Auto Insurance - Health Insurance - Life Insurance - Dental Insurance - Disability Insurance - Workers Compensation

Alternate Business Names
EHealth, Inc EHealthInsurnace Services, Inc.
Products & Services

This company offers online health insurance services.


Additional Locations

  • 11919 Foundation Pl Ste 100

    Gold River, CA 95670 (916) 608-6100

  • THIS LOCATION IS NOT BBB ACCREDITED

    440 E Middlefield Rd

    Mountain View, CA 94043

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Additional Phone Numbers

  • (916) 608-6100(Phone)
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Additional Email Addresses

  • - Communication/Mass Email
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Complaint Detail(s)

9/15/2014 Advertising/Sales Issues
8/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I looked on the website for eHealthInsurance.com looking for health insurance. I did not go with this company, but started receiving numerous calls from this company, sometimes multiple calls in a day. I asked them each time to remove me from their list, but that did not stop the calls.

Desired Settlement: I want them to stop calling my cell phone.

Business Response:

Please be assured that eHealthInsurance does not sell customer information to third-party brokers.  Additionally, eHealth does not ask for contact information in order to provide a quote.

Looking at our records,  we show that in 2004 the customer visited a third party insurance lead aggregator site prior to coming to eHealthInsurance where they purchased a **** ****** ** ********** plan that was in force until 9/1/2005.  If the customer provided their contact information to a third party lead aggregator site, then such information would be subject to that site’s privacy practices, which may include providing the information to other brokers.

 

We have not had any communication with this customer since 2005.

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I live in Colorado. I purchased 2 consecutive short term medical policies from 2 different providers. On 1/23/14 I went back to ehealthinsurace.com and chose *** Life STM as my next short term insurance provider. In the application for the *** policy there was a question if I have had more than 2 consecutive short term medical policies. If I had answered "YES" I wouldn't have been able to continue with the application. I called eHealthinsurance to clarify if this question was referring to previous short term medical policies with *** in particular or with any provider. The eHealthinsurance Rep confirmed that I had to answer if I had more than 2 consecutive short term medical policies with *** only. Following that clarification I chose "NO" on the questionnaire and continued the application process. I was approved and the policy became effective on 1/24/2014. I have been paying monthly premiums since then. Fast forward 5 months - my husband was in the same situation - his second consecutive short term medical policy expired and he was looking for a new provider. He asked ehealthinsurance rep the same question I did and got the same answer, but he wasn't convinced she was right. Contacted Connect For Health CO where he learned about CO law that prevents any CO residents from singing up for more than 2 consecutive short term medical policies - regardless who the provider is. I reached out directly to *** with the question. *** confirmed that eHealthinsurance provided me with incorrect information which resulted in wrong answer on the questionnaire and my insurance being invalid. *** offered full refund of premiums. eHealthinsurance's lack of knowledge of the industry they represent and whose services they sell put me in jeopardy. I not only was uninsured during the last 5 months (thinking that I was covered as I confirmed details with professionals and paid monthly premiums), but I also am uninsurable till the end of June till I can sign up for ACA.

Desired Settlement: I look forward to an explanation why eHealthinsurance representatives do not know details of the services they are supposedly experts in putting customers' lives in danger. Thankfully, I did not need to file a claim during the last 5 months, but should my husband or I get hurt or sick before July 1 when I can finally be insured, I will be taking legal action against eHealthinsurance for any/all medical bills and damages.

Business Response: Thank you for the opportunity to respond to the applicant’s complaint. At no time during the conversations with the applicant did we instruct her to answer No to number 7 on the application which asked “Have you or any other person to be insured been covered under two or more nonrenewable short-term policies during the past twelve months?” With a note below stating: “If "yes," then this coverage cannot be issued. You must wait six months from the date of your last such policy to apply for a short-term policy.

Consumer Response:

I am rejecting this response because: 

Ehealthinsurance.com answered that they never told me to say "no" on the application. This is not why I filled the complain. My question to eheathinsurance.com was "Does the application question: “Have you or any other person to be insured been covered under two or more nonrenewable short-term policies during the past twelve months?” refer to applicant being covered under two or more nonrenewable short-term policies during the past twelve months with the SAME INSURANCE PROVIDER or with ANY PROVIDER. When signing up for the coverage I called eheathinsurance.com to specifically ask this question and was informed that I am filling out a questionnaire from a particular provider and they are asking me if I have had multiple consecutive policies with that particular provider. I did not ask ehealthinsurance.com what answer I should put down, but what the limits of the policy they are selling me are. It sounds like this limit is a Colorado law and doesn't apply in other states, so I am guessing that the reps just didn't have knowledge about specifics of healthcare law in Colorado, but instead researching it or saying that they do not know details they gave me incorrect info which resulted in me purchasing invalid insurance. 

My understanding is that that all phone conversations with ehealthinsurance.com are recorded. I have even provided a date when that phone call was made. I am happy to reach out to my cell phone provider to prove that I did make that phone call, if ehealthinsurance.com is unable to provide a record of it. What is more, when I called ehealthinsurance.com on June 9, 2104 (after finding out that they provided me wrong information which resulted in me purchasing an invalid insurance policy) and spoke with a customer service rep ******* around 3:30pm MST, he once again said that that limit on consecutive health insurance refers only to purchasing repeated policy from the same heath insurance provider. When I questioned his answer, explaining that I heard something else from an insurance broker in Colorado, after checking with his supervisor, he said that since my application was accepted I "should be fine". As you already know I did not trust his knowledge of the product ehealthinsurance.com sold me and went straight to the insurance provider who after forwarding my question to their policy specialist, confirmed what I had learned from a insurance broker in June. So, ehealthinsurance.com has recordings of 2 phone calls where the same wrong information was provided. ehealthinsurance representatives do not have the training and knowledge outside basic health insurance information and that put me in jeopardy for 6 months.


Kind regards,

**** *******


Business Response:

After reviewing the phone call the applicant did ask if there was a limit of times they can have short term insurance and the representative replied back that it varies by company. We would like to reiterate that on the application the insurance company does ask if the applicant has been covered under two or more nonrenewable short-term policies and acting on her own without any assistance from an eHealthInsurance representative the customer answered no.  As per the notification from the insurance company, once six months between the terminations date of your last short term policy has passed, which was January 24, 2014, you may then reapply for another short term policy.

 

Consumer Response: I am rejecting this response because:

In both cases I called inquiring about rules of applications for a particular company. Representatives had my account information and new what company I was inquiring about. In fact the first time I called BECAUSE I read that on the application the insurance company does ask if the applicant has been covered under two or more nonrenewable short-term policies and I wanted to make sure I wasn't misunderstanding or misreading. In response to my inquiry the first representative told me that this application comes from the insurance policy and the question relates only to having history with THAT INSURANCE POLICY. I wouldn't have applied for this insurance otherwise because it wouldn't be valid anyway! I wasn't asking about general rules, but asking about this particular instance and the representative confirmed I should mark "NO" on the application because this was first short term policy WITH THAT PROVIDER. 


The second representative I spoke to also knew my name, had access to my account and knew what company I was calling about and still confirmed that I was covered, that the limit referred to consecutive plans with THE SAME COMPANY. When I continued to question his answer he put me on hold to check with someone else and came back saying "You should be fine because your application was accepted", when in fact my policy would have been revoked had I filed any claim. 

So I answered "NO" on the application very much WITH THE ASSISTANCE from eHealthinsureance representative to begin with.

I will not drop this claim and will take it further to the Colorado Insurance Commissioner because the actions of eHealthinsurance representatives did put me a huge risk and instead of admitting the error and making sure their representatives are better informed they are trying to dismiss the issue. 

Kind Regards,
**** *******

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am extremely dissatisfied with my policy I purchased thru your company. We purchased a insurance policy on 4/27/14. We were sent all the confirmation paperwork and everything seemed to be a go.I received my cards via email on 4/28. I received an email at 2 AM today 5/21 stating we never paid our policy amount (it was on autodraft) and that effective 4/27 our policy had been terminated. We were NEVER informed of any issues. No email, no phone calls, no written letters. In fact on 5/2 we received our insurance cards. My husband had to have an emergency surgery on 5/5 to remove a kidney stone that was blocking his ureter and I'm assuming the hospital called to verify our insurance and we had no clue of any sort of problem now almost a month later your company is telling us that our payment was returned. I checked my bank records and it does not indicate your company even trying to charge my account because if it had the payment would have gone thru because we have more than enough money to cover it. When I called this morning the representative told me I would have to purchase another policy. I would just like to better understand why I wasn't informed of the issues that were happening so I could have taken care of them immediately as opposed to now having my policy cancelled.

Desired Settlement: I would like to have my policy reinstated from the date I originally signed up. I have no issues paying for the policy however I do have an issue never being made aware of the problems that were occurring.

Business Response:

eHealthInsurance is not the insurance company, we are an online insurance agency and do not administer the policy or billing. We contacted HII, insurance company and administrator of the policy, and they stated they sent out two emails to the customer. Both emails we do have copies in our system already. The email sent on 4-26-2014 provided the applicant access to their policy information and billing information stating they would be charged immediately of the first month’s premium and future payments will be taken on 5-27-2014.

 

There was no email or letter notification stating there was problems with their billing however, per ******* at HII there is a clause in their policy information stating a payment has to be receive within 10 business days or the policy will be cancelled. We did confirm that the customer not one logged into their account with HII to review the policy information as there is an electronic signature required once you log in stating that you agree you read the policy information.

 

******* at the insurance company advised us that this policy is not eligible for reinstatement, the customers would need to re-apply.

 

Here are the emails that were sent to the customer:

 

From: ********************

Sent: Saturday, April 26, 2014 9:10:57 AM (UTC-08:00) Pacific Time (US & Canada)

To: ************************

Cc: supervisor

Subject: ****** ****** - Your Application for 1st Med STM

[HiiQuote Banner]

Dear ****** ******,

Thank you for requesting membership in Med Sense Guarantee and applying for the 1st Med Short Term

Medical Plan. You will receive fast and courteous service. We will stay in touch with you throughout the

process and you will promptly be notified if any additional information is required.

If your 1st Med Short Term Medical application is approved and the payment is processed, your insurance

will go into effect 12:01am on 04-27-2014. #FOUNDATIONVISION#

You will be charged $214.18 immediately for for your first month of coverage. Future charges to your

account of $184.18 will be made on the 27 of each month starting 05-27-2014

If payment is not received, your membership will be considered void and it will not be issued.

To obtain your fulfillment package and membership ID card, please go to

******************************************* Enter in your user ID and password.

After you have viewed your fulfillment materials, be sure to complete the Plan Documents Receipt Form.

Member ID: **********

User ID: *****

Password: *******

Please read the following about how to access important membership and insurance documents:

* You are required to print or save your Application for Insurance, I.D. Card, Insurance Certificate,

Schedule of Benefits, MSGA Fulfillment kit and any other state or company forms listed. You can login at

****************************************** at any time to access, save and print your important

membership and insurance documents.

* If you want your 1st Med Short Term Medical membership and insurance documents mailed to you,

please contact ********************<mailto:********************> for assistance or call ********** *****

* For Billing, Web Site and Non-Claim related benefit questions, please call ###-###-####.

* #CLAIMTEXT#

* Please note, your membership will become void if your payment doesn't go through. No representation

by an agent or any other person shall be binding on Health Insurance Innovations, Companion Life

Insurance Company or our Insurance Company.

If you have any questions please call ###-###-#### or E-mail

********************<mailto:********************>

Important Notice: The One Time Fee is non-refundable after the Policy 10 Day Free Look Period is expired.

Sincerely,

Member Services

Health Insurance Innovations.

cc: ******************************* *******

 

 

From: ********************

Sent: Tuesday, May 20, 2014 10:40:11 PM (UTC-08:00) Pacific Time (US & Canada)

To: ************************

Cc: supervisor

Subject: Re: 1st Med STM, ID #**********

Dear ****** ******:

This is your final notice regarding the status of your above captioned membership and/or insurance

coverage.

Since your Monthly Payment failed, Member ID ********** is terminated as of 04-27-2014.

This means you no longer have access to coverage or benefits after the termination date listed in this email.

Please contact your agent, EHEALTH INSURANCE SERVICES at ###-###-#### or Customer Service at 1-

###-###-#### if you have any questions.

Sincerely Yours,

Customer Service

Health Insurance Innovations

###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: During ehealthinsurance.coms open enrollment for May1 effectivity, I submitted a health insurance application for Healthnet CommunityCare HMO Plan. However, I accidentally chose the wrong plan in my application form and had to cancel a new application right after. A week after, I found out that ehealthinsurance cancelled both plans even if I only indicated the first 1 to be cancelled and I noted in my cancellation form the specific application number to be cancelled. I immediately called them and I was able to talk to Agent Allen to clarify my case. He resolved this by indicating in my records that I only want to cancel 1 plan and keep the other. However, he told me it would take 2wks to process, but nonetheless he assured me that my health insurance would still be effective on May1.It was already April 30 and yet I did not get a confirmation or any type of material for my insurance, so I decided to call them again. I found out there was no progress made with my case so they said they will reopen my case instead but they arent sure anymore when my plan will be effective. I was really upset to find out that within a month they werent doing anything to fix my case though I already talked with Allen. Why will they reopen my policy, when I never asked to cancel the HMO plan anyway?I asked for a supervisor twice and they said that the supervisor is not on her desk and they dont know when the supervisor will be back. They said she would give me a call, but never happened.I called Healthnet directly hoping they could help me instead, but surprisingly my name was not even in their fileEhealthinsurance shouldve told me they couldnt handle my application so I couldve enrolled directly to HealthNet instead. Despite of complying with the requirements and deadlines, I am still left with no insurance to use, which I really need for my heart condition. I dont want to be penalized for not having a health insurance because I know I didnt have any shortcomings on my part.

Desired Settlement: Since they assured I would be insured effective by May 1st, they should provide me a health insurance by now, since it is past May 1st already. They should be accountable for any penalty the government will charge me for not having an insurance. I want them to provide me a health insurance now which is effective May 1, where i can use for my health needs, since it is their negligence and not mine.

Business Response:

The customer did the two applications within 3 minutes apart from eachother, by the time she sent in the cancellation request there was no policy number and she did not specify which Health Net application to withdraw. Once Health Net received the request they withdrew all applications within their system.

We spoke with Health Net on 5/16/2014 and explained the situation, they pulled the Platinum application and re-sent it to the Underwriting department which we emailed you this information on the same date, which is attached.

You were advised during the conversation on 5/16/2014 that we would email you a response once we received it which we did twice within a 3 day period.

We then received confirmation of your approval on the Health Net application on 5-19-14 and sent you an email confirming this as well with a 5/1/2014 effective date:

Email  05-19-2014 12:31:23 pm

 

From:eHealth <************************************>

 

To:  

 

Subject: Your Health Net application has been approved(***********)

 
We feel that the customers situation has been resolved and she is now active with Health Net for the plan that she requested with the effective date she requested.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I used ehealthinsurance.com to purchase dental insurance. I followed this process: I called the dentist office I wanted to visit. I asked if they took certain insurances offered on ehealthinsurance.com. I found one that matched on ehealthinsurance.com. I enrolled in it. I scheduled a dentist appointment for a procedure I was looking forward to having, a special version of a root canal, which, according to the insurance I purchased, has no waiting period after the insurance becomes active. I show up for a dentist appointment today, and find that I actually purchased a "managed care" program, which means the neighborhood dentist, which takes the insurance from the brand I bought, can only take my cash, not my insurance. I feel bait and switched. If this company wants to sell insurance, they need to tell people what they're buying. I have no idea what "managed care" means, I would hazard a guess that it is some idiotic euphemism used by the industry to confuse people. Turns out I'm right! I wanted dental insurance accepted by the neighborhood dentist, they gave me a plan accepted by people an entire state away and/or two municipalities away. There needs to be a big red sign that says "THIS IS WHAT YOU'RE BUYING, YOU CAN ONLY SEE OUR DENTISTS OR WE WON'T COVER YOUR VISITS", or some other warning against their crook sales tactics. I called "LifeMap" and they were unwilling to help me over the phone. They asked that I send an email with my issues to support@lifemap.co or something like that. I have sent them that email (which looks surprisingly similar to this BBB complaint) and have not had a response.

Desired Settlement: Refund my money, and cover the damages. I am experiencing damages-~$2000+-the procedures I was going to have, have already started, cost money. I was only going to have to pay a portion of, and I only planned to pay a portion of, these procedures. I am now responsible for the full amount, which is undue hardship. I cannot reschedule these procedures due to wellness and health reasons. This company and others like it are playing with peoples' lives here, and need to be held accountable.

Business Response:

Thank you for the opportunity to respond to the customers’ complaint. After further review, the customer came to our website ehealthinsurance.com on April 1, 2014. Without any communication with an eHealth representative, the customer reviewed the plans offered in his area and chose to apply for a policy with the plan name LifeMap Managed Care Dental. The plan lists the policy type as an HMO prior and during the application process. As well as the description of what an HMO is, is accessible throughout the website along with being available for definition during the quote and application process.  Additionally, the benefits brochure for this plan clearly indicates that the dental provider has to be with the Willamette Dental Network.  Finally, we inform the consumer in the ‘Important Notices and Disclaimers’ section for this plan that “The benefits listed may be contingent on your use of physicians, hospitals, dentists and services within the specific insurance company's provider network.”

Consumer Response: This is absolutely not acceptable. Regardless of what the accused says is listed on the website ehealthinsurance.com, it does not take into the consideration about how the information is listed. Businesses like the accused are in the guise of legitimacy by posting legalese and otherwise jargon-filled nigh unreadable documentation buried under links and sub-links, and considers it acceptable sales tactics. This is the very definition of bait and switch, encouraging the purchase of substituted goods and services without properly informing them of the terms. Contrary to this giant corporation's belief, I do not have my lawyer present 100% of the time like they do, to advise me of legal ramifications of purchasing decisions. What they need to do is refund the purchase and fix the problems they've caused. 

Business Response:

Attached is a print screen of what the customer saw when coming to our site prior to clicking apply, it clearly shows the name of the plan, the statement of "Managed Care Dental" and the fact that it is an HMO. As you can see the name of the plan and the Find Dentists are blue which are actually Hyperlinked on the site. The name fo the plan will take you to the plan description, and the Find Dentist will actually take you dirctly to the insurance companies site to search for providers in the customers area. At no time was there a bait and switch or information written small so that you wouldn't clearly see what you were purchasing.

 

Consumer Response: Claim whatever you want. I know the way I feel, and there were pretty bad repercussions because of what happened. Will I live? YES. Will you? I'm quite sure. The fact of the matter is, someone got a raw deal, and it was me. Regardless of what your site looks like, I feel I wasn't warned. Plain and simple. If I go to buy a pair of scissors, I don't end up with a garden hose. If I go to buy a "service" that does nothing but allow me to see a dentist I have no way to get to, I feel like that it should never have been offered, that it was irresponsible to offer it to me. I don't claim that you are some demon that intentionally trying to screw people out of money, but I do claim that the issue occurred because I was mislead. Perhaps what you guys should do is take this as an indicator that you're selling a misleading product to begin with, stop trying to defend yourself or your honor, and look at the big picture. I'm not trying to wound you, just trying to get you to see what's wrong with all of this. Help me out a little here. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/24/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: "Health Plan Innovations" has been charging my credit card since November. They claim I purchased the policy through eHealthInsurance. I never received any policy documentation from them and I don't see them on my eHealthInsurance account (I have a screenshot from today to prove that). eHealthInsurance says a 6-month policy was purchased, but it does not appear in my account and I received no documentation, nor could they explain why. I would not have purchased a 6-month policy since I knew I would be covered in early 2014. I at first didn't question the recurring charge since it was probable I bought a 2-month policy, but when I got my new BCBS policy through the Marketplace in January and saw I was still being charged by this other company, I called the 1-877 number (belonging to Health Plan Innovations) on my credit card statement to cancel the supposed policy (approximately 2/1/14). They did not cancel it, and continued to charge my card every month. I just called again today (04/14/14) and they said they conveniently have no record of me calling to cancel. They won't credit me back any of the money they charged me, even though I never even had any notification that I had a policy with them, and they didn't cancel when I requested it. I tried to contact eHealthInsurance via online chat, and the agent (Abigail) said that she didn't know why I never received policy documents, nor why the policy doesn't show up in my account. I have a copy of that transcript. I tried to call a representative, but was on hold for 45 minutes. What a scam!

Desired Settlement: I would like my premiums refunded for a policy I had no way of knowing I had without looking on my CC statement and calling the company charging it. I never received any documentation from eHealthInsurance and had no recourse through their website since the policy does not appear in my account. It was $105.91 per month for 6 months. I would like AT LEAST the last 3 months refunded, or $317.73 (this is the time since I called to cancel my policy).

Business Response:

We have documentation that the customer came to our site on October 31, 2013 where she started, completed, submitted and electronically signed an application for the short term insurance. I have included a copy of the application that was electronically signed by the customer, as well as a copy of the approval email that was sent to the customer by the insurance company HII.

We at eHealthInsurance also sent an approval email to the customer :

Email  10-31-2013 4:34:11 pm

 

From:eHealthInsurance <customerservice@ehealthinsurance.com>

 

To:  

 

Subject: Your HII Underwritten by Companion Life Application has been Approved(***********)

 

Consumer Response: I am rejecting this response because I do not have any such confirmation of this policy, and furthermore it never showed up in my eHealthInsurance account. Even if the company sent that email and it landed in my spam folder, the policy should still have shown up in my eHealthInsurance account center, which it never did. I am attaching a screenshot from April 14 to illustrate this (and, interestingly, a screenshot from today that shows the policy in question now on my account, indicating that eHealthInsurance recognized that they were in error and attempted to cover their tracks). How am I supposed to cancel an insurance policy I have no particulars for and does not appear in my account? When I saw the charge on my card, I logged into my eHealthInsurance account and saw no active policy. I went through my emails and saw no policy information, despite their claim that they sent it. I tried to call the 1-877 number on my card statement, but the insurance company did not cancel my policy as requested. eHealthInsurance's representative had no idea why all this happened when I contacted them last week, and it is obvious the company has taken steps to try to appear as if they did not make this error.

Business Response:

The print screen provided clearly shows an approved policy for short term that was done on October 31, 2013 and this is the HII policy as HII is underwritten by Companion Life which is the company you took the print screen of. Please see a duplicate with highlights that I have provided.

It shows the approval in your account since October 2013, as well as if you click onthe the Approved link you can see all the emails that were sent to you regarding the policy.

The name of the plan: HII Underwritten by Companion Life -  1st Med STM Plus;   ded:$1,000.00 /  office visit: $50 then Coinsurance No Ded /  coins:20%

Although we cannot control email domains, each email was sent with the subject title stating HII Underwritten by Companion Life as this information was also included with the other print screens.

Consumer Response: There were two attachments (one from April 14 and one from today), but eHealthInsurance's response only cited the one from today while ignoring the other image. I have again attached here the screenshot from April 14, which clearly shows NO SUCH policy. eHealthInsurance simply added the policy documents to my account center AFTER I chatted with a representative on the 14th, indicating the company tried to cover its tracks. 

Business Response:

The information was provided to you on 11/1/2013 as per the email below, this clearly proves that you were notified of the document being uploaded to your account upon approval:

 

Email  11-01-2013 12:39:06 am

 

From:eHealthInsurance <customerservice@ehealthinsurance.com>

 

To:  

 

Subject: Important Documents Available in Your Account Center

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

4/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1. I initially signed up for dental insurance on 1/21/2014.2. On 1/26/14, I was sent a notification that my application was approved.3. My bank account was debited for one month.4. On 2/19/14, I received an email telling me my plan had been canceled.5. I called in to see why, as I had not, and the person helping me was very confused. "Oh, it looks like you requested this to be canceled, somehow." However, there was no record of me actually doing so. He assured me that my plan would not be canceled.6. On 3/18/14, I emailed eHealth to ask when I would be receiving my card. I was told "Yes, per our updated record, your policy is effective 5/1/2014. Per their guideline, member should receive the ID cards within 1 to 2 weeks after approved."7. As I had not yet received my card, I asked how I could have my card re-sent to me.8. I was directed to call eHealth insurance. "If you have any questions, please give us a call at 877-731-3652, Mon-Fri, 5AM - 9PM Pacific Time; Sat-Sun 7AM - 4PM Pacific Time or send an email to customerservice@eHealthInsurance.com."9. I called two times at 9:00am PST, trying to reach someone to help me. The first instance I was placed on hold for 20 minutes, then disconnected without warning. The second time I was placed on hold for 30 minutes without resolutions.In short, I am tired of this disorganized and unprofessional business. I have been very patient. My dental policy is not being handled correctly. They have taken my money and yet can not even provide me with a service. I can not reach a single representative to help me, and worse, they have not provided me with an online option to view and make changes to my account online. It is unbelievable that they can scam people out of time and money,

Desired Settlement: I would like my policy canceled immediately.

Business Response:

We received notification of the cancellation from the insurance company Blue Shield on 2/17/2014, we then received an email from the customer stating that she did not cancel the policy and wanted to know what happened. We followed up with Blue Shield and unfortunately due to the backlog from the Open Enrollment for the Affordable Care Act Blue Sheild was delayed in response. We were notified and relayed the information to the customer on 3/17/2014 that the policy was still active and would be effective 5/1/2014.

The customer then emailed our office on the same date and asked where her identification cards were at, an email on 3/18/2014 asked if she could have her cards re-issued:

"Date: 03-18-2014 Priority: 1
 Hello,

Can I have my card reissued, please?

Thank you."

We responded advising her that she can contact Blue Shield directly to re-order her identification cards, as an agent we do not have access to this. Our next communication was on 3/25/2014 where she stated she was now trying to cancel the policy.  The same day of this request we received the Better Business complaint and was not provided time to give the customer the instructions on how to cancel the policy.

We have contacted Blue Shield regarding the customers request and received confirmation that Blue Shield has cancelled the policy as never effective and a refund of $36.80 in the form of a check will be sent from Blue Shield and she should receive it within 2-3 business weeks.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Our son is 23 yrs old. He is still in college, but fell off our health insurance due to his age. I called back in November before his 23rd birthday to get him his own health insurance. I filled out the application with his address at school but with my email address, my phone number and me mailing address. I ask the guy at EHealth if I could pay for the Optima Health insurance with a check. He checked and told me no that Optima took their first payment by credit card and and the rest of the payments by credit card or by debiting my checking a/c. I told him fine and gave him my credit card number and my bank a/c information. Although Optima told us we were approved we had not gotten a policy in December. I called Optima in December and they told me that everything was ok and that they would be sending the policy.Our son got a cancellation letter in January that the policy was cancelled for non-payment. They had not emailed, called or tried to contact me about this. I understand they could not contact me about the policy, but the card was in my name. They have had no problem since contacting me by email. We called EHealth to find out why this had happened. Jessica told us that this was not their problem and that I would need to call Optima. I called Optima and they told me that the first payment should have been made by EHealth. They could not help me. I called EHealth back and spoke to *****. She said this was right and that she could see the credit card number was on the application but could not see anything but the last four digits. She would investigate and see why the payment had not been made. In 2 weeks we got an email from EHealth that the policy was cancelled for non-payment but that the credit card info was on the application. WOW...so I called EHealth again with my original question of why the payment was not taken when they had my Mastercard info. The guy I spoke to at EHealth agreed that the email made no sense. He would have ***** call me. ***** does not call me. ***** sends another email that says she has spoken with Optima and that they are not going to reopen the policy because of non-payment. I call EHealth back again. I speak to another guy and ask to speak to his supervisor. He puts me on hold and comes back and tells me that there are no supervisors available at that time. I ask him the name of the supervisor and he said he could not give that out. I ask him if they would call today and he said he did not know. It is the next day now and no one has called me. I did though get another email that told me that I would need to speak to Optimas billing about this problem. EHealth could not help me.This is what I was originally told although this is not correct. I called Optima and finally spoke to a supervisor in billing. He was extremely nice and educated with the process. He was honest with me and told me that EHealth, which is the broker for Optima, was supposed to run the first payment through. Optima had no Credit card information or bank information for us. Not having this they cancelled the policy for non-payment. Our son is in good health but has had no insurance since November. We are now trying to get another policy, not through EHealth. This policy will not go in effect until April. Our son will have been out of insurance for 5 months. The customer service I received was terrible and I ask myself is this ok? No, it is not.

Desired Settlement: I would still like to know why our credit card was never used to make the first payment and why Optima was not forwarded this information.

Business Response:

We’re responding to Mr. ****’s complaint.  As is the case with any application that we receive from Optima, we forwarded this application to Optima with the payment information provided by the applicant.  It is Optima’s responsibility to processes the payment, using the payment information in the application.  We contacted Optima to determine why Optima did not use the payment information in this application and we are awaiting a response from Optima.

Consumer Response: I am rejecting this response because: I have spoken with Optima twice and they said that the first payment is to be made by EHealth.  I gave EHealth my charge card number for this transaction.   The future payments were to be made by deducting from my checking account per month.  I gave EHealth this information too.  I would like to wait to hear what you hear back from Optima.  It seems like I am just getting the run around from both these companies.  They know who takes the first payment.  It seems very hard for either company to take responsibility.  

 
I have also already checked with the billing department at Optima.  They do not have my information.
Sincerely,

***** ****

Business Response:

eHealthInsurance is an online insurance agency, we do not charge for our services and do not have access to the billing information for security purposes therefore we cannot charge the initial premium. The billing information is provided on the Insurance Companies application, it is not an eHealth application. The information is encrypted and then reviewed by the insurance company so that they can process the initial payment.

As to why the initial draft was not made we cannot answer that as we do not process billing however as per the insurance company, they did send out notification to the customer as per the following communication that was provided to us by Optima's Manager:

"We sent a 15-day notification letter to the consumer on 12/12 to obtain the payment information before cancelling for non-payment on 1/7 and gave them through 1/15 to make the payment and be reinstated, so they had the opportunity to provide the payment information, but did not do so.  "

Consumer Response: I am rejecting this response because:

 
My question has still not been answered.  I gave my charge card information and bank account information to EHealth.   We will assume Optima is wrong in their statements to me that EHealth is to make the first payment on the policy.  So my question will change to why did EHealth not send Optima my charge card information and bank account information.   There seems to be some problem between Optima's and EHealth's communication.  EHealth is the BROKER for Optima and supposed to send the completed application and payment information. Right?  
 
I just want people to understand that when they give the charge card information and bank information to the BROKER, EHealth, that it doesn't mean that this information will be received by the Insurance Company.  It's an easy question.  Why was my information not forwarded to Optima?
 
You say Optima told my son that they did not have any payment information, but that is not the issue I'm complaining about.  
 
EHealth told me that they had the bank account information, and could see the last 4 digits of the credit card number on the application in their system.
 
EHealth is the BROKER for Optima.  Their entire job is to get the application filled out with the payment information and send it to the insurance company.   That is EHealth's job. Right??  Why was it not forwarded?  Where is the hole in the system?
 
Sincerely,

***** ****

Business Response:

As previously stated, eHealth transmitted the application in it's entirety with all the information the customer filled out to the insurance company. We are not the insurance company and have no access as to how they enter the information into their system. Unfortunately when they input your information they did not transfer the billing from the application to their database which then resulted in the letter to your home requesting billing information.

We understand your concern however the fact remains a letter was sent to your home after this issue requesting billing information and it was never responded to, this was requested by the insurance company more than once. Due to your failure to provide the billing information this second time, which you could have contacted the insurance company to question as to why they were asking for the information, your application was then cancelled.

There is nothing further that we can provide as to the explanation, we have worked with the insurance company and they cannot answer as to why the information was not placed in their system.

 

Consumer Response:  
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. 

 
I just want to say that we did contacted Optima in December because we had not received a policy.  They told us at that everything was fine and they would be sending the policy.  More confusion on their part I guess.
 
If you guys want to keep business between the two of you (Optima and EHealth) I would suggest you figure out your problems.

Sincerely,

***** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They put on there website humana loyalty dental insurance. when they described the insurance they said that it would cover at least 50% of oral surgery so i signed on with humana and now they are only going to cover 20% that was not on the website they did not say i would have to pay 50 to 80% on that site. Now im having to pay nearly the whole amount on my dental surgery because they didnt put the correct information on the site. im not happy at all and they refused to do anything but change their site that doesnt help my situation i just thought that people should kmow that they are falsly advertising insurance companies. Now i have no choice but to go with the insurance because they are the only one with a waiting period they didnt tell me this until after i already purchased the insurance so they screwed me altogether i have no choice because i need this surgery.

Desired Settlement: All i wanted was help paying for my surgery. I want the insurance that i agreed too and if humana wont give that to me i think ehealth should composate for their mistake.

Business Response:

eHealthInsurance Services, Inc. (“eHealth”) is responding to ****** ******’s complaint regarding eHealth’s advertising practices.  Please be assured that eHealth is committed to the accuracy of the information that we provide our website.  As with all other benefit information that we provide on our website, the benefit information for the HumanaOne Dental Loyalty Plus plan (“Loyalty Plus” Plan) is either provided by or reviewed and/approved by the insurance company.

We reviewed the benefit information presented on our website for the Loyalty Plus Plan.  With respect to Oral Surgery, the ‘Plan Details’ summary on our website states the following coinsurance amounts: “50%-80% after deductible.”In this summary, we further explain that “The Copayment, Deductible, and Coinsurance amounts are your share of the costs for covered benefits. These amounts are subject to change.”  We further explain in this summary that “THE BENEFITS MATRIX IS A SUMMARY FOR INFORMATIONAL PURPOSES ONLY. REVIEW THE EVIDENCE OF COVERAGE AND INSURANCE POLICY (PLAN CONTRACT) FOR A DETAILED DESCRIPTION OF COVERAGE BENEFITS, LIMITATIONS, AND EXCLUSIONS. ONLY THE TERMS AND CONDITIONS OF COVERAGE BENEFITS LISTED IN THE POLICY ARE BINDING.”  Finally, we provide a copy of the Loyalty Plus plan brochure provided by Humana which provides a more detailed explanation of the applicable coinsurance for oral surgery: First Year- Plan Pays 20% after deductible (i.e., the member has to pay the remaining 80% after deductible); Second Year- Plan Pays 30% after deductible (i.e., the member has to pay the remaining 70% after deductible) and subsequent years - Plan Pays 50% after deductible (i.e., the member has to pay the remaining 50% after deductible).

Based on the benefit information for the Loyalty Plus Plan that we’ve made available to Ms. ******, we believe that we provided appropriate information regarding the applicable coinsurance amounts for oral surgery.  Additionally, we did not advise Ms. ****** in any telephone conversation that her oral surgery would have a 50% coinsurance amount in the first year.

Thank you for providing us with the opportunity to respond to Ms. ******’s concerns.

Consumer Response: I am rejecting this response because:I sent a picture of the page to humana and have it saved on my computer that it did not say what they are aaying they are liars I complained to them and they fixed the page the manager told me himself they are liars and will do whatever to get their money 
Sincerely,

******

Business Response:

The information provided on our website is an extension of the insurance companies benefit information. We do not release information online without the insurance companies approval as they have final say as to how their benefits are listed on our website due to the fact that we are not an insurance company.

If the customer can provide us with the contact information of the person they spoke with at Humana we can further investigate however our information is provided by upper management by both companies before release on our site.

 

Consumer Response: I am rejecting this response because: there was false advertisement they changed it when I brought it to their attention. They lied it is what it is they are liars

Sincerely,

******

Business Response: We have not altered anything on our website, it is exactly the same as when the customer initially applied as well as how Humana approved it to be shown on our website. We apologize for the inconvenience but there is nothing further we can do to help explain this information other than we already have. If the customer had read the policy information as well as the policy packet sent by the insurance company it would assist in the explination of benefits.

Consumer Response: I am rejecting this response because: humana even said that wasn't right I sent them the email and they did alter it. A supervisor said they were going to. That's ok my computer is being weird but I do have the email and once my computer is fixed the bbb will recieve the email

Sincerely,

******

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

3/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am being harassed day and night with phone calls (and emails) from ehealthinsurance.comI have told them several times when they call that I already have insurance and to stop calling but they don't. I get about four phone calls a day and they are rude. I strongly suggest never using this service. You cannot get rid of these people. Also, they send junk mail which is annoying and wasteful but better than calls all day long.

Desired Settlement: Warning to others.

Business Response: After reviewing the complaint we could not locate the compainants information in our system. eHealthInsurance does not request contact information in order to provide quotes on our site, if you go to www.ehealthinsurance.com you will see that all is required is the applicants home zip code, gender and date of birth. As well as we do not give out customer information per our Privacy Policy and we do not call out to potential customers.

Business Response: After reviewing the complaint we could not locate the compainants information in our system. eHealthInsurance does not request contact information in order to provide quotes on our site, if you go to www.ehealthinsurance.com you will see that all is required is the applicants home zip code, gender and date of birth. As well as we do not give out customer information per our Privacy Policy and we do not call out to potential customers.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I applied for a dental plan 1/31/14 after needing an immediate prepaid dental plan. I realized within 24 hours that the plan was not immediately available and requested a cancellation through ehealthinsurance.com 24/7 Chat feature. The agent sent me a request for cancellation email 2/1/14 (12:43pm est), which I immediately completed and returned via email at 12:55pm est, 2/1/14. I received confirmation at 12:56 pm est on 2/1/14, that ehealthinsurance had received my form and it had been forwarded to the proper member of the "customer service" team.I checked my account a few days later and under application status, the website showed, "Application Closed" 2/5/14 at 3:39am. At that point I considered the matter closed.On 2/8/14 I received an email alert from my bank at 6:13am showing a pending charge of $187.10, the amount for the dental plan I had cancelled a week prior to being charged. On 2/9/14 at 5:51am I received another email alert from my bank that a point of sale debit had been charged for $187.10. I attempted to contact ehealthinsurance via the 24/7 Chat feature 3 times on 2/8/14, but received a message stating they were unavailable. Next, I filed a dispute online with my bank and explained the situation. After cancelling the ehealthinsurance plan I purchased a separate prepaid dental plan from another provider on 2/3/14 due to needing immediate care. This charge shows on my same debit card as the ehealthinsurance, "Assurant" plan.

Desired Settlement: A refund of $187.10 and an explanation of why I was charged on 2/8/14 after speaking with an ehealthinsurance representative on 2/1/14 cancelling the policy that was less than 24 hours old. I should not have to track down my money this way after considering the matter closed and may not have even discovered this, "matter" had my bank not alerted me.

Business Response:

eHealthInsurance is not the insurance company nor do we process payment. The insurance company Assurant made this charge prior to processing the cancellation request, Assurant has informed us that they will be issuing the customer a credit, which should be reflected on his credit card in 3 to 5 business days.

Consumer Response:  
Complaint: *******

I am rejecting this response because:
ehealthinsurance acts as an agent for an insurance company and I made payment through the ehealthinsurance website. I did everything through ehealthinsurance and they want to absolve themselves of any responsibility?   I cancelled this (through the ehealthinsurance email form) within 24 hours of signing up on 1/31/14.  I never received any information for membership ID, participating providers, etc.  (Because I had cancelled 2/1/14)  But a full 7 days later on 2/8/14 (A Sunday) am charged the full amount.  Interesting how my application stated: "Application Closed" for several days, but I was still charged.

2/10/14, someone at ehealthinsurance emails me ALL refunds are processed via paper check, (...". Any refunds will be issued via check, regardless of the initial payment type...) but this BBB response tells me it will be reflected on my credit card.  Which is it please?  Why was I still charged even though it had been cancelled for a full 7 days and I received no membership information? 

I have filed a dispute with my bank and do not accept this fraudulent charge after an account had already been closed.  Somebody did not do their job properly and I am missing almost $200 because of their negligence.

I will reject every response unless this question is answered specifically.  Why was I still charged after closing the account a week prior? 
Nobody wants to accept responsibility and will blame the next person or company.

Sincerely,

******* ****

Business Response:

The refund is going back to the card on file as this was a request on our behalf to the insurance company as eHealthInsurance does not process billing nor do we have access to it and we do not charge you for our services. Although the payment information was provided on the application that was done through our system, it is encrypted for security reasons and we do not have authority over billing as we are an agency not the insurance company that administers the policy.

The reason the charge went through was because the billing is done immediately as there is no underwriting for the policy therefore when the application was received in the insurance companies syetm they had already set it up to be billed. The cancellation was sent over immediately but a different department works the documents therefore the information did not cross paths prior to the billing being entered into the insurance companie system.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When doing service with this company it seemed like a normal insurance company. After filing an application with them, they sold my information to many third party brokers. They harass called me, several times a day from several phone numbers, as well as asked for bank account information for payment. After going through with a purchase, my bank contacted me and told me that they had someone who had changed all of my account information, as well as locked me out of my own bank account. It took a while to get straightened out, I even had to go as far as to get a new account and routing number.

Desired Settlement: I would like a refund for any funds that were taken from my account, if any, as well as for the calls to stop and for this business to know that this is happening. I don't believe they should take advantage of people who need health insurance.

Business Response:

Please be assured that eHealthInsurance does not sell customer information to third-party brokers.  Additionally, eHealth does not ask for customer’s bank information during calls.

Looking at our records, the customer visited a third party insurance lead aggregator site prior to coming to eHealthInsurance.  If the customer provided their contact information to this third party lead aggregator site, then such information would be subject to that site’s privacy practices, which may include providing the information to other brokers.

Please note that the customer applied for an insurance plan through our website.  As set forth in this application to the customer’s chosen insurance company, the customer agreed to have the insurance company deduct the initial premium payment from the checking or savings account that the customer provided in their application upon approval of the application.  Thus, the $96.00 charge referenced by the customer was an amount charged by her chosen insurance company for the initial premium payment.

The customer is welcome to call us at 1-800-977-8860  to discuss this issue.

 

Business Response:

Please be assured that eHealthInsurance does not sell customer information to third-party brokers.  Additionally, eHealth does not ask for customer’s bank information during calls.

Looking at our records, the customer visited a third party insurance lead aggregator site prior to coming to eHealthInsurance.  If the customer provided their contact information to this third party lead aggregator site, then such information would be subject to that site’s privacy practices, which may include providing the information to other brokers.

Please note that the customer applied for an insurance plan through our website.  As set forth in this application to the customer’s chosen insurance company, the customer agreed to have the insurance company deduct the initial premium payment from the checking or savings account that the customer provided in their application upon approval of the application.  Thus, the $96.00 charge referenced by the customer was an amount charged by her chosen insurance company for the initial premium payment.

The customer is welcome to call us at 1-800-977-8860  to discuss this issue.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: eHealthInsurance has not provided me a cancellation of my policy and a refund as I requested on several occasions. On 12-11-13 I was on Healthcare.gov looking for individual insurance. I found a rate with Coventry Health Care that I felt was reasonable, and filled out the application, including my initial and subsequent payment information. Afterwards, I realized that I had been re-routed to a 3rd party broker site, eHealthInsurance.com, and contacted them to cancel my application. After several telephone contacts with eHealthInsurance customer service,(1-866-607-4992), I was emailed a form to fill out and return to process the cancellation. A week later, 12-18-13, I received an email from both Coventry and eHealth stating that my application was being processed, account number 15J054. I again contacted eHealth customer service requesting that my application be cancelled and was advised by ****** that it was in the process of being cancelled. On 12-23-13, I contacted my bank, Raytown Lee's Summit Community Credit Union, and was advised that $319.26 was deducted from my checking account that day, for Coventry Health Insurance. I again contacted eHealth customer service and spoke to Kyla, who told me that it showed my account was in the process of cancellation, and that I should get a phone call and an email from "*****" the Lead Specialist, by the end of the week. On 01-06-14, I received a courtesy call from eHealth thanking me for my business.

Desired Settlement: A refund of my initial payment of $319.26 and a cancellation of my policies with both eHealthInsurance and Coventry One.

Business Response: We received the customer’s initial cancellation request on December 11, 2013, we have documentation that it was forwarded to the insurance company who processes the cancellation the same day.  Cancellation generally takes 10 business days to process; unfortunately the insurance companies are behind in processing all requests. By the time we received notification of approval we were advised a written request to cancel is now required, we emailed the customer this information twice on 12/23/2013 with the required cancellation document for her to fill out. We have not received the customers signed cancellation request; we have faxed the original email request and asked the insurance company for an exception in the type of cancellation document received. This was sent to the insurance company on January 8, 2014. The insurance company asks for 10 business day to review however as per the email on December 23, 2013 we cannot guarantee the insurance company will process this as it does not have a physical signature. We will email the customer when we receive an update from the insurance company and have a Customer Service Specialist following up on the account.

Business Response: We verified with **** of Coventry KS that the policy was cancelled, never effective and a refund check was issued for $319.26 on 1/13/14.

Consumer Response:

 
Complaint: *******

I will not accept the response from eHealthInsurance for the simple fact that I believe, due to the extent I had to take my request for a cancellation and refund, that it was merely given in response to the complaints filed against them.  I will, however, confirm that there was a refund check issued to me for the full premium amount, from Coventry One, and that COVENTRY customer service confirmed that my policy was canceled on 01-13-14, effective 01-01-14.  I have yet to receive any indication from eHealthInsurance that my account with them has been terminated and that there would be no further action needed from me.

I strongly question eHealthInsurance as a reputable business and their customer service representatives are less than adequate.  I would not recommend them to anyone, ever.

 

Sincerely,

***** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failure to complete provide insurance in the quoted time I completed the insurance application October 7, 2013. I was told it would be 5-15 days to get the application approved.. I followed up multiple times including on October 21st when I asked why has it been more than 15 days and it's not approved. On the 22nd I was contacted back from ehealth with the reply: "Anthem Blue Cross and Blue Shield of VA will request the necessary record directly from your healthcare provider and you do not need to take any action at this time. If Anthem Blue Cross and Blue Shield of VA needs your assistance, it will contact you directly. " On the 29th, I contacted Anthem directly as and was told it's not waiting information from my healthcare, its waiting from something from me. I was badly misinformed by ehealthinsurance. I was dropped from the insurance but wife was approved way back on the 17th, and here i am 2 weeks later and ehealthinsurance who should of contacted Anthem on the 21st should have known that! The problem with all of this is because we haven't had insurance my wife hasn't been able to get her medications. Ehealthinsurance entire business is to get people to sign up for insurance, to be that 3rd party to make it as easy as possible. When in my situation, they have actually delayed the process and made it tougher. Because of this, I don't believe that should profit from this. I requested that be the case. They said to do that, I need to stop the application process and completely cancel the enrollment on my wifes insurance. Then I would have to go through this entire process again, which puts us at a disadvantage.

Desired Settlement: For 3 months, the money that would make from my policy to be donated to Big Brother Big Sisters of Central Virginia, and I will agree to have this policy for a min of 6 months.

Business Response: Initial Business Response
We spoke with the applicant on 10/29/2013 and we informed him that when he chatted with one of our representatives on 10/17/2013 he was provided the following information: "23:31:14 *******: Per Anthem VA, it usually takes about 7--10 business days for health insurance company to make a decision on a submitted application. The time may be shortened or extended depending on your medical history and the backlog of applications at the insurance company. We will notify you via email when there is any status update on your application. " This clearly states that if additional information is required the processing time may be longer but we will inform him via email for any updates. An email was sent to the customer on 10/22/2013 advising him that we received notification from the insurance company that Medical Records is being requested for both the applicants on the application. We called on 10/29/2013 and left a voicemail for the customer regarding the medical records as we have not received any further update. The customer contacted us back on 10/29/2013 and that he wanted to withdraw the application due to the processing time. He then spoke with a Resolution Specialist who explained to the customer the chat and the email and the customer was sent withdraw instructions, to date we have not received the withdraw request back from the customer and futher action to cancel the application cannot be taken without the customers request. eHealthInsurance is not the insurance company, we are an online insurance agency and provide the guidelines in which we are given them by the insurance company.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/28/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went to the web site to get quotes on insurance. My bank account was charged by the insurance companies. Web site said that these were quotes only. 9/28/2013 I was trying to get quotes on health insurance. I am currently unemployed and cannot afford health insurance right now. The web site says that they are providing quotes only and the customer does not have to worry about the insurance company using the bank information the customer provides. Turns out by filing the application, the customer is saying they want the insurance. My account was charged. Humana will not refund the $35 registration fee. They refunded the rest of my money except for this amount. I feel that the https://www.ehealthinsurance.com web sight is misleading. They need to make it clear that when the customer is filing the application, they are saying that they wish to purchase the health insurance. I do not feel that the web site communicates this.

Desired Settlement: I want my $35 back from either Humana or ehealthinsurance for misleading me.

Business Response: Initial Business Response
When utlizing eHealthInsurance.com, in order to provide a quote all our site asks for is your gender, date of birth and your home zip code. There is no confusion as to the difference between receiving a quote and applying for the policy. The only way to apply for the policy and fill out an application is to click the large orange "Apply" button. Once you click this you then enter your personal information, contact information, Payment information and prior to electronically signing the application you are presented with the breakdown of the cost. The Humana application does show that Humana, not eHealthInsurnce, will charge you a $35.00 Non-Refundable Application Fee. eHealthInsurance is not the insurance company and we do not charge for our services. Before the application can go to the insurance company Humana for enrollment the customer had to check mark boxes that they understood they were applying for a one year contract plan and that they provided true information. The customer is then required to enter in their name multiple times as an electronic signature and click the button that says "I Agree" before the application can be transmitted to the insurance company for enrollment. eHealthInsurance will not be refunding any application fee as it clearly stated prior to submitting the application that is was a Humana Application Fee and that it was Non-Refundable: Estimated Initial Payment Dental Value Plan (C550) $13.18 One-Time Non-Refundable Enrollment Fee $35.00 Total $48.18

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: paid for delta dental ins. on 8/4/2013,was supposed to be effective 9/1/2013. insurance is not valid to date. I purchased delta dental ins. from ehealthinsurance.com on 8/4/2013 for $208. it was to be effective 9/1/2013. to date I have no insurance. I spoke to delta dental twice & they have no record of my insurance. I spoke to ehealthinsurance 5 times since 9/4/2013 and get the run around, today their excuse was that delta dental had a system problem and has to enter enrollees manually - delta dental knows nothing of this. ehealthinsurance is refusing to refund my payment - they have not provided the service of getting me insurance which they advertise.

Desired Settlement: $208.00 amount paid for insurance, plus 2 months at 18% which was charged by my credit card.

Business Response: Initial Business Response
We are writing in response to the concerns raised by this consumer. As a result of Delta Dental's recent upgrade to its enrollment systems, Delta Dental informed us that it is experiencing a delay in enrolling consumers due to an issue related to an enrollment system upgrade. Delta is in the process of enrolling this consumer. We apologize for this delay and ask that the consumer contact me at XXX-XXX-XXXX x 2655 to discuss her options. As well as our management contact at Delta Dental is personally following up with the customers account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/1/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I called multiple times to get information on the policy they charged me for and was given conflicting information and avoided. I feel scammed. I entered contact information on their website and was almost immediately called by a representative who pitched a policy and ramrodded me into it, quick to take my information and sign me up without giving me the full details, even the price, before collecting my information. I had to stop them to find out the costs and coverage details before I agreed and signed up. Or so I thought. I was informed I would recieve an email with the details of my account immediately and never did. I called the extension number she gave me and asked for her by name but was told they didn't know who I was talking about but could try to help. So I asked for them to resend the email of my policy coverage details and she said she would. I waited several minutes and recieved the wrong email. This email was the "thanks for signing up with us, click the button to go compare policies" advertisement, not the details I requested on the policy I had already been charged for at the end of the first call. I called the number again and got the same (2nd) person and said I still had not gotten the email about my Aetna plan. She said she would send it while I was still on the line with her and then said that it showed up as the Careington 500 plan. I said hold on, I was told my plan was an Aetna plan and already charged for it, I dont want the Careington plan, its not accepted at my dentist. In trying to backpeddle talking about how its accepted all over the place, the line got disconnected. I have never lost a call on my phone before and found this very conveniently fishy timing. At this point between the pressured sale, lack of information, immediate billing, and constant advertising calls from multiple insurance agencies that I did not solicit, I felt 100% sure that I had just been scammed. I called the extension number again and got yet a third person not 20 seconds after the dropped call and was told that I would have to be put on a 2 hour waiting list for someone to get back to me. This strikes me as classic avoidance since the second they got my debit card information. I still do not know if I have any legitimate insurance coverage or not, but I have a charge for $25 and $340 on my card already. I have had to cancel my card and file a claim with my bank to recover my funds and I still don't know how I' going to stop the advertising and selling of my personal contact information which the privacy agreement of the site clearly said I would not get. It says they only send emails and don't affiliate with insurance companies to advertise over the phone, yet I have received in the past hour alone over 4 calls from various insurance companies after the first one asking if I still was interested in coverage and I had to inform them I already signed up. According to their policy I should not receive any calls but only emails and I have experienced exactly the opposite. Now I probably won't have the funds to pay for surgical extraction I needed ASAP because it's been frauded by this company. I cannot be more enraged right now and whether the policy is legitimate or not I don't want to do any business with them.

Desired Settlement: I want all the fees refunded to my account and the permanent removal of all my contact and billing account information from their company and whoever else they might have sent it to. I want whatever coverage may or may not have been instated to be cancelled and prevented. I feel this company should be investigated for fraud.

Business Response: Initial Business Response
After reviewing the customers statement, we show that the customer came through a third party company for quotes however did not have any communication with an eHealthInsurance representative. When requesting a quote on www.ehealthinsurance.com we only require your gender, date of birth, and home zip code. We do not make outbound calls as we are an inbound call center only, as well as we do not take payment over the phone as we are not the insurance company. We do not charge for our services and the customer will see that the charges are not associated to eHealthInsurance. We apologize for the inconvenience the customer has experienced but the claims the customer are making were not with eHealthInsurance.

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.) I have since reviewed the case with my bank and tied the transaction phone number with American Health Advantage. I was on ehealthinsurance when I recieved the calls imediately after filling out information on the site. I apologize for jumping to conclusions and will continue my investigation with them.

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/1/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Selling personal information (phone number and e-mail address) to third parties. About a month ago I went on ehealthinsurance.com to search for affordable health insurance. The website requested my phone number and email address which I entered due to the fact that it said it would not send spam. Ever since then I've received at least 20 phone calls a day, some of them 2-3 minutes apart, from different health insurance services, as well as several spam emails for weight loss, health issues and medicine. I would have to manually unsubscribe from each e-mail and tell the telemarketers not to contact me anymore and for about a week it stopped, but recently started up again.

Desired Settlement: Remove my personal information. I do not want to be contacted at all with any offers.

Business Response: Initial Business Response
eHealthInsurance does not sell or give out customer information. In researching the information the customer provided we only show a policy that was purchases through our website for dental insurance beginning July 1, 2012. We are an inbound call center only but the only communication we had with the customer was regarding the dental insurance in 2012. There are third party websites to search for insurance that request phone number, email and even mailing addresses to provide quotes. There is a disclaimer on their page that states by using their site you agree to allow them to give out your contact information to other agents and agencies. When requesting a quote from eHealthInsurance.com we only ask for your gender, date of birth and the home zip code. No personal or contact information is required.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/25/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Employee misrepresented sales stating information that did not coincide with policy sold. Customer service denies conversation ever occurred. About two months previous when my wife applied for health insurance using ehealth insurance 7/27/13. After agreeing on medical insurance she was led to a page with two options for two separate dental plans (customer service denies two plans exist). She was not sure why the the one was cheaper, but she called ehealth insurance to get details. When speaking to the representative the representative stated that "all fillings would be included." This sounded good to both of us and we added dental to our plan. After going to the dentist a month later I found out after treatment that only silver fillings were fully covered and that I had to pay for half of the procedure. 9/9/13 I called ehealth insurance to clear this up and upgrade to a white filling plan. However, when I called they only stated that I should have read the plan brochure which is in a small print link at the bottom of the plan details. I asked to have the conversations my wife made when choosing the plan reviewed. When I got transferred to the supervisor **** ****** she stated, "there was no record of a second conversation between my wife and an ehealth insurance representative about dental insurance and no possible way that the conversation could not have been recorded." However, I was there when the conversation occurred and agreed that we should add dental to the plan. I am very disappointed in the operations of this company, and would discourage anyone from dealing with a company that has to mislead customers to make sales. I only wish I reviewed this company before choosing them.

Desired Settlement: I only seek to have reimbursement for the copayment I had to make to the dentist due to misleading sales representation, and future misrepresentation of plans by ehealth insurance to be stopped.

Business Response: Initial Business Response
We are writing in response to this customer's complaint. We checked our records and we do not have a record of any discussion with the customer's spouse about dental coverage. We also discussed this issue with the customer recently.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.) The details are in the "plan brochure" link at the bottom of the page. Unfortunately for us, the ehealth insurance sales person stated that, "all fillings were covered." Both my wife and I were there for the conversation, and made our decision based on that statement. We did not look to see if there was a contradicting statement in the written plan brochure since we were told that "all fillings would be covered."

Final Business Response
There is no way to alter the recorded calls, however on our website prior to applying as well as during the application process and within the customers policy packet it clearly states: "BASIC SERVICES Amalgam fillings - 2 surfaces 100% after deductible Resin fillings - 2 surfaces Not covered*

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased Vision insurance through eHealthInsurance.com and my bank account was debited for dental. I recently purchased vision insurance through eHealthInsurance.com. When the payment was processed, it showed on my bank account as a dental insurance purchase. I contacted ***** via eHealthInsurance.com chat. He informed me that they offer both dental and vision. If you look, there are quite a few different companies that give you a choice of the amount of coverage needed. The Dental insurance I was pricing was through ******* He then proceeded to tell me that I would need to contact ***** ****** directly as they do not handle payments. I even received an e-mail from eHealthInsurance.com confirming my purchase for Vision Insurance with ***** ******* Why is it that eHealthInsurance.com is unable to help customers with a simple explanation.

Desired Settlement: I believe that I should be entitled to a free complete pair of glasses or one full year of this vision insurance free ($159.12).

Business Response: Business' Initial Response
I'm writing in response to the customers' complaint. The customer's complaint centers around her bank statement referencing a dental charge as opposed to a vision charge. Please note that it is the customer's chosen insurance company who charges the customer, not eHealth and that there is no dispute about the actual amount charged. It's our understanding that the bank statement charge description may be abbreviated. We have confirmed with the insurance company that the full statement should ready Dental and/or Vision, which is in fact an accurate description of the charge made by the customer's chosen insurance company.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been innundated with calls all day since attempting to get online quotes from ehealthinsurance.com. I was trying to check on health insurance and clicked on ehealthinsurance.com and went through giving my info to get health insurance quotes online. I did not wish to be contacted by phone, which was my entire reason for checking online. Within about 5 minutes of entering my information, I started receiving phone calls, 3-4 at a time, from various sales people. I was unhappy with this and let all of them know I didn't not wish to be called, and to please removed my number from their database and do not call back. I have continued to receive sales calls all day long, 11 calls so far, often with the same companies calling back even after I have told them not to. I am on the National Do Not Call list, and I am very upset about all these sales people calling me repeatedly now when all I wanted was an online quote.

Desired Settlement: I want my phone number removed from any and all databases to be called by sales people and I think ehealthinsurance.com should give people the option of being contacted via email ONLY, or at the very least, add a more prominant warning to their website about how if you enter your contact info you will be literally flooded with calls.

Business Response: Business' Initial Response
After a thurough review we have not located any contact information from this customer. eHealthInsurance is an online insurance agency with an inbound call center. We do not make outbound calls and we do not sell customer information. There are other third party sites which ask you provide them with personal contact information prior to providing you with a quote however that is not the way for our company. If you were to go to www.ehealthinsurance.com you would see that in order to receive a quote for your area all that we ask for is your gender, date of birth and your home zip code. No personal or contact information is requested until the customer chooses which insurance company and specific plan they wish to apply for.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) This company's response is untrue. I was required to give my phone number, address, and email address before I could receive any quotes. I would just like to go on record as saying I'd like for this to be a warning to anyone using this website that your contact information will be farmed out and you will be flooded with phone calls and emails relentlessly, with some attached businesses continuing to call even after you tell them not to. I had to file 3 FTC complaints to get 3 of the attached businesses to quit calling me several times a day and now my email inbox is filled with spam from companies who have gotten my email address, luckily that's easier to handle with a good spam filter, but still- bad business practice.

Business' Final Response
We apologize for the inconvenience Ms. *** has experienced but I recommend that she go to our site directly, not through a search engine but actualy enter www.ehealthinsurance.com in the URL bar of the internet provider she uses and she will see that our company only asks for gender, date of birth and home zip code to provide quotes. There are third party companies and search engines that do ask for contact information in order to provide quotes but eHealthInsurance is not one of them.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I wanted health insurance for my family of 4. They automatically forced 2 of my family members into Anthem BC. A bait-and-switch to something other than what I had applied for. It is common sense that one would want ALL family members to be covered. When NOT offering what the customer had applied to, they should FIRST provide the SWITCHED offer for the customer to review. Automatically forcing 2 of my 4 family members into Anthem BC is unethical. They had NO right to enter me into a forced contract after the bait-and-switch practice. Now they are forcing me to fill out yet another form with all kinds of detail to cancel the forced contract. This is NOT right.

Desired Settlement: Cancel my pending Application ASAP without forcing

Business Response: Business' Initial Response
We received confirmation today May 23, 2013 that the application including the dental rider have been cancelled as never requested. Any premiums paid will be refunded by the insurance company.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) The cancellation was due to my DIRECT contact with the insurance company by calling them to cancel. The insurance broker did TOO LITTLE and TOO LATE. The ONLY acceptable answer from the eHealthInsurance is that: "in the future, eHealthInsurance will NOT automatically enter the client into a binding policy/contract, IF the original application is NOT accepted in whole. Entering the client into a binding policy will occur ONLY AFTER client approves the modified application." NOTE - eHealthInsurance must promise to correct their process to avoid future BAIT-AND-SWITCH.

Business' Final Response
As eHealthInsurance is not the insurance company, we do not medically underwrite nor do we enroll or administer the insurance policies. eHealthInsurance assists with the application process and provide status updates to customers regarding their application. eHealthInsurance received an email request to cancel from the customer on 5/22/2013, this was sent to the insurance company on the same day and we received a response back confirming the cancellation via email on 5/23/2013. This was relayed to the customer on the same day. At no time or no section of the application or eHealthInsurance website does it indicate that if one is declined then all will be declined.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/7/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Created more than one insurance policy. Double charged our bank account ehealthinsurance Posted: XXXX-XX-XX by PA-C bogus policy Complaint Rating: Ehealthinsurance seemed like an answer to our prayers. Our high-functioning autistic daughter was getting married and couldn't get an insurance policy for herself. This company took our personal banking information and submitted 2 policies for my daughter. As a result, we are receiving double coverage we did not need with double automatic withdrawals being made from our bank account. This is a scam! Shame on you! Preying on the handicapped. **** ***** PA-C ****** ***** RN

Desired Settlement: 183.00 dollars that was deducted from our checking account on 5/9/13 from BlueCross of Idaho. Policy duplicated from information I submitted for a BlueShield policy of Idaho.

Business Response: Business' Initial Response
We have reviewed the information due to the consuer complaint and confirmed that only one application was completed through eHealthInsurance.com. Due to the privacy issue we cannot provide further information within the BBB website, however if the applicant would like to contact our office at X-XXX-XXX-XXXX we would be more than happy to answer any further questions.

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failed to cancel health insurance application causing untold work for me. I used this site to apply for 2 health insurance policies. After being accepted by one, I cancelled the other application immediately. elhealthiunsurance failed to notify the other company of the cancellation. I spent many hours and emails communicating with elhealtinsurance but they never owed up to their problem. I have now been billed by the cancelled policy company for services which never should have occurred. ehealthinsurance have simply washed their hands of the affair.

Desired Settlement: they should appologize and own up to their errors!

Business Response: Business' Initial Response
eHealthInsurance is not the insurance company, we do not have access to billing nor do we have the authority to cancel a policy, we send the notification of request to the insurance company on behalf of the customer. On the application which the customer electronically signed the agreement to be charged upon approval on her credit card. The customer applied for the insurance policy on 4/10/2013, the requested the cancellation on 4/15/2013 and was explained that the process for cancellation can take up to 10 business days depending on the insurance company. As well as the possibility that she may still be approved but then once the cancellation takes place the insurance company will refund the premium. The customer was approved on 4/18/2013 and cancelled on 4/21/2013. According to ****'s refund policy, once cancelled the refund can take 7-10 business days to receive.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) ehealthinsurance should either accept responsibility or find another business they can actually do well because this particular business is beyond their capailities.

Business' Final Response
We sent an email to the customer on 4/21/2013 after we received confirmation from **** ***** that the cancellation has been confirmed. Here is a copy of the email we sent to the customer, this is verbatum what we were instructed by **** *****: "Per reply from ****-branded plans, insured by *****, "The policy has been terminated effective 5/1/13. There is no refund due at this time. The member will need to contact us once the initial premium is debited so that we may process the refund." You may contact them directly at XXX-XXX-XXXX for more information." As eHealthInsurance does not have access or authority over the billing, as we already informed the customer, she needs to contact the insurance company, per their guidelines and instructions in the email for assistance on the refund.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/10/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Applied for health insurance through EHealthInsurance.com. I was laid off on 1/18, therefore used EHealthInsurance.com to find private policy. I found plan that fit my budget, filled in on-line paper work, and mailed check in. In the meantime, I thought I had found a less expensive option with Anthem. Long story short, EHealthInsurance canceled both quotes. I was informed that I had to contact Anthem if I wanted my money back. I told them since it went through them, it was there responsibility to refund. EHealthInsurance.com informed me on Monday that Anthem had "destroyed the check". With all the identity theft going on, I don't believe that. I want my original check back or a refund for the amount of premium.

Desired Settlement: $99.00 amount of initial premium.

Business Response: Business' Initial Response
The customer did two applications with Anthem a few weeks apart from each other. Anthem cancelled and withdrew the applications thinking they were duplicates. It is Anthem's policy to destroy checks when an application is withdrawn and not enrolled. The customers check was never cashed and was destroyed as her application was never enrolled. There is nothing to refund as the check was never cashed and there is no check to return as per confirmation on 3/22/2013 from ****** at Anthem, we did email the customer this information.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) First off, EHealth canceled one policy (age was wrong). I didn't not authorize Anthem or EHealth to cancel the existing policy. I did not receive a phone call notifying me of this, which should have happened. I lost my job effective 1/18/13 and needed this policy to take effect on 2/1/13. I therefore had to go through applying for another insurance company, which ended up being $10.00 higher. It doesn't matter if the check was not cashed, it should have been returned or a refund check should have been sent. I am at the point with all the identity theft going on, how do I know they really destroyed the check?

Business' Final Response
As eHealthInsurance is not the insurance company we cannot cancel any application or policy. As for notification, we are an internet based company and you were sent emails to the email address on the account which is *****@gmail.com, on both applications the first being sent onREDACT33*****@gmail.com32REDACT10:33:38 AM with the title: Your Anthem Blue Cross and Blue Shield of VA application has been withdrawn from processing(116c088fa21). The email regarding status on the second application was sent on*****@gmail.com32REDACT11:33:27 AM with the title: Cancellation Confirmation for Your Anthem Blue Cross and Blue Shield of VA Plan(***********). Both emails state in the body that if the status in not accurate to contact our office for further research. As for the check, eHealthInsurance does not have access nor authority over billing as we do not charge you for our services. It is the insurance companies policy that they shred the check. We have alredy verified this with a representative at their office directly who confirmed the check was destroyed. A refund cannot take place because the check was not cashed therefore there were no funds deposited or withdrawn. The customer may contact the insurance company directly at XXX-XXX-XXXX and they can confirm their policy.

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/19/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The company advertises policies with the lowest possible deductible for the plan, then says it is your reponsibility to find out your exact deductible I obtained insurance from their site in August of 2012. I entered all of my family information on the initial page and, when submitted, was taken to a page that offered different plans. I picked a plan that was offered with a $5000 deductible, however it apparently is actually a $10,000 deductible for a family. I was able to apply for the policy without ever being told of this, and now that I have used it am facing a $10,000 expense. I called and talked to a customer service supervisor named ******* @ ext. **** on 2/11/13 and I was given various excuses for the reason they advertise this price, from 'they have 130 different carriers and cannot keep up with the policy details so they advertise the "basic" costs and it is up to the consumer to figure out the details'. All the way to 'they advertise the policy exactly how ******** does on their own website, so it would be ********'s fault if it is falsely advertised'. The fact is that is not how ******** advertises their policies, they distinctly differentiate between the deductibles for a family and an individual. I have actually even called and talked to one of their general service reps on 2/6/13, and she agreed that my policy reads as though I should have a $5000 deductible. In the end, ******* would not agree that his company's policies were deceptive, and that it was my responsibility to read my full EOB to find that my deductible was $10,000. All they do is advertise the basic policy info. I invite you to use their website, enter all of the info for a family of 3, and see what their "deductibles" come up as. As I told ******* if they want to be in the insurance sales business, they need to advertise the actual policy prices and not just general quotes. Having too many carriers is not an excuse for not being capable to advertise actual pricing.

Desired Settlement: I feel they should be responsible for the extra $5000 that I am now liable for. They should also advertise the actual pricing for the policies they sell.

Business Response: Business' Initial Response
We left a voicemail at the phone number provided for the customer to contact our Supervisor of Customer Service on Monday March 11, 2013 and we have not received any communication back from the customer so that we can resolve this matter.

Business' Final Response
We have contacted the customer and agreed to pay the $5,000.00 and have sent an agreement form to the customer on March 13, 2013 for signature. Once we receive the form acknowledging the agreement we will then process the reimbursement check.

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Coverage Complaint: I'm extreamly upset with your quality of service. I application date was dec 15,2012. With this application we requested coverage to begin on jan 1,2013. I started calling around jan 5 after finally receiving some information about application acceptance with coverage changes. We were ok with the changes. More dad went by with no follow up. On jan 13 we contacted you and bcbs because online you stated you were canceling out coverage and bcbs said they were about to drop us because premiums haven't been paid because your company hasn't drafted the payment. When the situation did get fixed up drafted it twice (around $800) worth of premiums.when we tried to get it fixed they stated they could fix only one monthly premium because one was to cover December. Where did December come from? We never applied for coverage for December. The agent stated the only way to fix it was to send it back to the underwritting department. I said **** if they can't get it right not the first nor second or third why would I send it back trying to get it fixed again. I'm still really upset about this because we were charged for premiums that we didn't apply for.. It's not a little thing it's almost $200 worth. I will inform you I the future that I will not be using your company because of the carelessness you have caused and the fact that you don't want to help correct this in anyway (without screwing something else up). I do intend on escalating this situation.

Desired Settlement: Premiums cost for December

Business Response: Business' Initial Response
We have left a message for the customer to contact our office to discuss this matter as we have confirmed with the insurance company that premiums in the amount of $195.98 were refunded back to him on 1/18/2013. His policy is effective 2/1/2013 per his request in an application signed on 1/9/2013. The premium for this policy will be drafted on or around 2/3/2013 per the insurance company. We have concluded that the customers request have been resolved in speaking with Blue Cross Blue Shield. If the customer should feel this is not accurate I have left my extension for further assistance in the message.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) original start date was supposed to be jan 1st they started me back for dec 1st not January 1st. I sent over a fax saying I wanted to cancel my dental insurance and my whole policy got cancelled just after I got accepted by bcbs. called bcbs about 10 times finally getting things to where I could get a prescription to go thru. when finally got everything half way settled I got charged from dec to march with premiums really didn't have that much money at the time.would been ok if was just jan and feb not four months worth of premiums. so I got about four hours of my time talking directly with bcbs not ehealth insurance to get settled and working. e health said was nothing they could do at the time. I shouldn of had to call bcbs from the get go. i Cant answer my phone during the day 8-6 e.s.t.

Business' Final Response
eHealthInsurance does not have access or authority over billing. However we have contacted the insurance company who does administer the policy and they have informed me that all issues have been resolved and any funds due were refunded in January, the policy started on 2/1/2013.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The gentleman on the phone who called was condescending, had a poor attitude and was unprofessional! I inquired about some health insurance quotes in hopes of just seeing several carriers on paper and that would give my wife an idea as to what we would be looking at. As soon as I submitted my inquiry, I received more than 4 phone calls in a 10 minute span, as well as emails from other companies that have nothing to do with the original inquiry. The following day, I received a phone call from a gentleman named "******" and he began asking questions regarding health insurance. I stated that I was merely inquiring, and never once requested to be called. I let him know that I wasn't ****** with the volume of calls, and he proceeded to tell me that it's part of the deal and "anytime someone wants to buy health insurance, they have to speak with an agent." I then let him know that I'm actually licensed to sell health insurance in my state and he rudely responded with, "if you're licensed to sell insurance, why are you looking online and requesting quotes?" I then responded by telling him that I wanted to get a few different quotes on paper so my wife could see several providers and what they're offering. He again, rudely, responded with a sarcastic "good luck as a licensed agent in finding heatlh insurance." I'm unimpressed with the level of professionalism and lack of common courtesy. It probably explains why he isn't out in the field selling, because he probably can't act like a bully when in person. Phones are a good outlet for that!

Desired Settlement: NONE!

Business Response: Business' Initial Response
We apologize for the inconvenience the customer has had however the phone calls are not from eHealthInsurance as we are strictly an inbound call center and do not make outbound calls. As well as I have researched the complainents information in our system and I cannot locate him under the email address or name in our system. The customer did a search for health insurance through an online search engine, which most of them have disclaimers stating that they will give out the information provided on their site to other agents and agencies for insurance quotes. eHealthInsurance does not request contact information from a potential customer until they personally choose the apply. In order to get quotes through www.ehealthinsurance.com all our system requires is the gender, date of birth and home zip code for the persons request.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/22/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Health coverage was not accepted and dental remained active. I applied for a WPS Health policy. To receive dental (Delta Dental) the supplemental application included and was part of the individual policy application and was available only if health plan coverage was selected. I declined health coverage but somehow the dental plan remained enforce and my account debited. (Delta Dental) has become multiflex dental.?. MBA (Merchants Benefit Administration, Inc) underwritten by Nationwide Life Insurance Company? "http://mbaadmin.com/Multiflex-Dental.php"? I did not receive a dental card and do not need coverage as I have a dental plan with another provider. I have called their contact phone XXX-XXX-XXXX and XXX-XXX-XXXX and cannot talk to a real person.

Desired Settlement: I do not know how a third party underwriter became my dental provider. I am guessing I am out a years worth of premiums as they already have it. Watch out for insurance applications that make coverage contingent on rider acceptance.

Business Response: Business' Initial Response
In researching the account we have confirmed that the application for dental was separate and by a different company other than the medical insurance application the customer completed. Per Nationwide a written request is required in order to cancel the policy. To date eHealthInsurance nor the insurance company have received a cancellation request. We have sent a document for the customer to fill out to his email address in order for the insurance company to process his request. According to Nationwide they will not cancel without the written request to cancel as per the policy packet that was sent to the customer upon approval in 2011.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I requested a health insurance quote from the company online last March. Since I have been innundated with phone calls 5-10 times per week. I requested a health insurance quote from the company, ehealthinsurance.com last March. I didn't know what to coming off my parents insurance before I finished college. It was the first and only place I looked before calling BlueCross/Blueshield and purchasing insurance. Since, I have received phone calls from various 3rd parties many times per week. It has been over 9 months now and I just want the calls to stop!

Desired Settlement: Get my name removed from the lists of ALL of the companies you gave it out to.

Business Response: Business' Initial Response
We apologize for the inconvenience however we have researched eHealthInsurance's system and we could not locate any contact information for the complainent. Unfortunately it is very common when searching for health insurance online that third party search engines are utilized and those sites have disclaimers which state they will give your information out to other agents and/or agencies. eHealthInsurance is strictly an inbound call center and we do not sell information nor do we make outbound calls.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/4/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: application was denied but submitted premium payment They submitted the premium payment for the insurance application that they denied - tying up $650 dollars. Because of this my premium payment for the insurance that accepted me may be sent back for insufficient funds. They can do a bank draft for their payment but I have to wait 5 to 8 days for a check. I do not believe that my bank account should have been debited until the application had been accepted. If they felt like they needed to charge me an application fee, I would not have used them in the first place. Luckily, this is just a huge annoyance for me because I have the funds to move around however, this could be a serious problem for some people who don't have extra funds. I'm also going to get overdraft charges from my bank. I am seriously disappointed with these people.

Desired Settlement: I just want my money back. Unfortunately I will have to pay overdraft charges and transfer charges to supplement my checking account for the money they took "before it belonged to them". If they are going to "deposit" your premium payment before they approve your application they should make that abundantly clear on their website. I say don't use them. This is shoddy practice.

Business Response: Business' Initial Response
Per the application that Ms. ****** electronically signed she was informed that Blue Cross Blue Shield required the premium up front to process the application: *Bank Draft (required for electronic submission - fastest option. Your premium will be deducted from your checking/savings account upon receipt of your application.) This was the payment option the customer chose to pay with on the application. We have confirmed with Blue Cross Blue Shield that a refund check was mailed out to the customer on 1/19/2013.

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am attempting to cancel my insurance. they will not cancel it with out a written request, i have faxed this cancellation request 3 times since 1/10/13 and they claim to still have not received it. as i get charged today, i feel this is an attempt by them to get another monthly payment out of me before i cancel.

Desired Settlement: I want my insurance canceled as of 1/10/13 and any charges paid after this date refunded.

Business Response: Business' Initial Response
We've reviewed our records and did not see any cancellation requests from the customer and the carrier has informed us that they also have not received any cancellation requests from the customer. Our cancellation fax number is strictly a scanning fax machine, it is not worked by a person so there is no sorting through physical paper. Independence Blue Cross cancellation policy is a physical letter. We have informed the customer of this as well as other options of sending the cancellation request which is either by attatching it to an email, uploading it to the account or even sending it to another fax number: XXX-XXX-XXXX. Until the cancellation request is received by the insurance company the policy will remain in effect unless cancelled due to non-payment.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) regardless of whether or not the alternative fax number works, there is no mention of any refund for funds removed from my account 5 days after i originally faxed my cancellation request. I will attempt the alternative Fax Number, but i would like a response concerning any refund due to me before i can consider this incident acceptably resolved. as well transferring the form to some type of digital media so that i can email or upload it is beyond my capabilities, i have allready mentioned this to their support on atleast one occasion.

Business' Final Response
As eHealthInsurance is not the insurance company and do not charge you for our services we have no authority over withdraws or refunds. Those are processed by the insurance company themselves, they are the administrator of the insurance policy. I can confirm that we received the fax that was sent to the alternative number on 1/24/2013 at 9:40PM. We will forward it to the insurance company with all the explitives that you wrote on the cancellation request. As per the cancellation document, the insurance company requires 10 business days to process the cancellation. You will receive a letter in the mail from Independence Blue Cross once the cancellation is complete. If any refunds are due, Independence Blue Cross would notify you directly.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Dec/27/12 I came across this company's website I filled out the information in order to recieve online quotes instead I got phone and email harassment On December 27th 2012 I came across this company's website I filled out the information requested in order to get what I thought was online quotes, instead I received what I consider to be extreme harassment, from sales agents connected to this site, that lasted until I had to block all incoming calls on my cell number except for those in my contact list. Calls from sales reps XXX XXX-XXXX Dec 29th 12:34pm This call I picked up the phone and talked to the sales rep and told him he needs to stop calling me he went on to try and tell me about the health insurence benefits so I cut him off and said to take my number off his call list I had already received 9 calls from them today I told him I had talked the my attorneys and the police and he could not keep calling me. he then told me since I am such a pleasant client I will receive 25 more calls from there company today.. After this call I called the police I'm not sure if they did take a report but I also called my phone company and learned I can block all callers who are not in my phones "phone book" from calling me, I have done this but find it ridiculous and what if my kids decide to call me from a phone that is not their own? XXX-XXX-XXXX Dec 29th 12:18 pm I called this number back and told the person that answered to stop the phone calls hoping this would take care of the problem XXX-XXX-XXXX Dec 29th 12:17 pm Called me I did not answer XXX-XXX-XXXX Dec 29th 12:14 pm Called this number and left a message to stop calling me XXX-XXX-XXXX Dec 29th 11:53 am Called me I did not answer "penny left a message" XXX-XXX-XXXX Dec 29th 11:14 am Called me I did not answer XXX-XXX-XXXX Dec 29th 9:33 am Called me I did not answer XXX-XXX-XXXX Dec 29th 8:00 am Called me I did not answer XXX-XXX-XXXX Dec 28th 5:28pm Called me I did not answer XXX-XXX-XXXX Dec 28th 4:27 pm Called me I did not answer XXX-XXX-XXXX Dec 28th 3:21pm Called me I did not answer XXX-XXX-XXXX Dec 28th 1:32pm Called me I did not answer XXX-XXX-XXXX Dec 28th 12:44pm Called me I did not answer XXX-XXX-XXXX Dec 28th 11:56am Called me I did not answer XXX-XXX-XXXX Dec 28th 10:00 am Called me I did not answer XXX-XXX-XXXX Dec 28th 9:15 am Called me I did not answer XXX-XXX-XXXX Dec 28th 8:55 am Called me I did not answer "Patrick left voice mail" XXX-XXX-XXXX Dec 27th 8:47pm Called me I did not answer XXX-XXX-XXXX Dec 27th 7:37pm Called me I did not answer XXX-XXX-XXXX Dec 27th 5:50pm Called me I did not answer XXX-XXX-XXXX Dec 27th 4:33pm Called me I did not answer "Micheal Lizzy left message" XXX-XXX-XXXX Dec 27th 4:18pm Called me I did not answer XXX-XXX-XXXX Dec 27th 4:12pm Called me I did not answer "nicole lizzy left voice mail" XXX-XXX-XXXX Dec 27th 4:11pm Called me I did not answer XXX-XXX-XXXX Dec 27th 4:10pm Called me I did not answer XXX-XXX-XXXX Dec 27th 3:45 pm Called me I did not answer XXX-XXX-XXXX Dec 27th 3:39pm Called me I did not answer XXX-XXX-XXXX Dec 27th 3:28pm Called me I did not answer Emails received from: *****@insureme.com date: Sat, Dec 29, 2012 at 12:34 PM from: *****@realtimehealthquotes.com date: Sat, Dec 29, 2012 at 12:34 PM from: *****@bellsouth.net date: Fri, Dec 28, 2012 at 8:54 AM from: *****@realtimehealthquotes.com date: Thu, Dec 27, 2012 at 8:13 PM from: *****@realtimehealthquotes.com date: Thu, Dec 27, 2012 at 7:50 PM from: *****@realtimehealthquotes.com date: Thu, Dec 27, 2012 at 7:26 PM from: *****@realtimehealthquotes.com date: Thu, Dec 27, 2012 at 4:33 PM from: *****@realtimehealthquotes.com date: Thu, Dec 27, 2012 at 4:12 PM from: *****@realtimehealthquotes.com date: Thu, Dec 27, 2012 at 4:11 PM

Desired Settlement: I just want to be left alone and I want others to be warned about the xtreame measures this company takes to make a sale.

Business Response: Business' Initial Response
After researching the customer information is not in the eHealthInsurance system. As per the emails and phone numbers provided by the customer are not from eHealthInsurance as our email domain is ehealthinsurance.com and our phone number is X-X--XXX-XXXX. We understand the frustration but as per the customers emails they will need to direct their complaint to those companies.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/21/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The website intentionally withheld a mandatory contract term for the Humana One dental insurance policy. We signed up for a Humana One dental plan as recommended by a live chat representative as a short-term plan until my new employer's health insurance kicked in. Throughout the entire application process and plan selection, everything was characterized as a "monthly" cost. Clicking on plan details confirmed that there was no reference to a mandatory term length. We provided a credit card and were charged an application fee. We filled out all of the forms and at NO time was there any text, description or call out indicating a contract length. The E-Signature box which is provided to complete the application DOES NOT MATCH the text and disclaimer which was output into the final application PDF which was electronically sent to Humana, including BOLD letters indicating acceptance of a 12 month policy term. WE DID NOT E-SIGN THE SAME CONTRACT AS WAS SUBMITTED TO HUMANA. We signed up for the policy to be effective for 12/01/2012. We attempted to cancel the policy with Humana on 1/7/2013 and were informed of a now present contract length. We have NOT filed a claim or used any aspect of the insurance, nor will we be since we are covered under a different policy and carrier.

Desired Settlement: We would like assistance with representation and voiding our contract term with Humana, as eHealthInsurance did falsely sell the product that they were brokering. The Humana One product is not $71 per month as was displayed during our application process, but is in fact $852 A YEAR. Billing the product on a monthly basis does not change that the letter of the contract (which was not disclosed during the process) required this 12 month term.

Business Response: Business' Initial Response
We did not speak with this customer regarding the dental guidelines, only regarding an incorrect spelling of his name after submission. However he was provided the information twice that it was a one year contact, once on the agreement section of the electronic application, and then the application itself which he is provided with his policy packet.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/11/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I applied for health coverage with eHealthInsurance Services, Inc. They asked me to add dental insurance, so I did. They turned down my application for health insurance but accepted my dental plan. I had 30 days to cancel. I cancelled immediately. Since then they continued to charge me through my credit card AND checking accounts. I called twice about this and they said "yeah, we see you cancelled. We will check into it and get back to you". So far I did not receive any refund, and they continue to charge me. I even asked them on the phone if I was being scammed. Of course they said no. They said it was through Nationwide Insurance. Product_Or_Service: Nationwide Multiflex Dental Insurance Order_Number: ? Account_Number: ?

Desired Settlement: DesiredSettlementID: Refund I demand a refund, and for them to stop charging my accounts.

Business Response: Business' Initial Response
An email was sent to the customer on 11/13/2012 advising him that we received confirmation from the insurance company that his policy was cancelled as never effective and the three months of premium will be refunded within 30 business days. We have not received a response back from the customer.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) If I ever get refunded, this would be satisfactory as long as no other withdrawls are made. As of today, I am still waiting to get refunded the money taken.

BBB's Final Determination: Business offered a partial (less than 100%) settlement which the consumer accepted

12/6/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I started receiving emails from eHealthInsurance on 12/30/2010, and have received hundreds of emails a week since. Each email transmission information is the same: 12/30/2010, 7:40 PM, Your health insurance quotes are ready at eHealthInsurance (***********)I have tried to "unsubscribe". I have tried to "unsubscribe" to each email received; in otherwards, I have "unsubscribed" to hundreds of emails.I have sent repeated emails to *****@ehealthinsurance.com requesting that they stop sending me this same email; but to no avail. I have never received acknowledgement of my requests nor has the emails ceased.I consider this type of unrelenting emails spam of the worst order.Please make the madness stop.

Desired Settlement: DesiredSettlementID: Other (requires explanation) The desired settlement would be for the continuous spam to stop.THANK YOU.

Business Response: Business' Initial Response
The customer came to our website through a third party company which requires contact information. While researching eHealthInsurance we do not show that we have a phone number listed for this customer nor have we sent the customer any emails. The third party site does have a disclaimer which advises customers that upon providing the contact information it will be given out to other agents and agencies to contact them regarding insurance offers. eHealthInsurance does not require any contact information in order to provide a quote as long as you go to our site directly, www.ehealthinsurance.com.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) Their prompt response is appreciated. However, if the emails are not from their company, why are there direct links and hot links to their customer service and unsubscribe sites? It is the same email over and over again, hundreds a week: 12/30/2010, 7:40 PM, subject: Your health insurance quotes are ready at eHealthInsurance (***********) I really don't understand how eHealthInsurance could provide a quote, as noted in the subject line, if no personal information is provided. After my hundred+ attempts to cancel these emails through their customer service and unsubscribe sites, it would have been nice to have, at the very least, some kind of acknowledgement of receipt of my emails, or the above explanation to my requests so that I would have pursued other avenues to cease receipt of these emails. If eHealthInsurance did not originate or dispatch these emails, who would do so using their name and contact websites? And why would they allow that to continue? Thank you.

Business' Final Response
The customer did receive quotes from our site, however the email address was provided by the third party company, per the agreement she made when on their site by providing the information to them. It stated that she was giving them authorization to give her information that she placed on their site to other agents and agencies. We are an online insurance broker. Per the customers email the last email they received was 12/30/2010, that was two years ago. The email has been unsubscribed from our system for some time now.

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/4/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This co. has SOLD for( not yet disclosed-) ALL MY PERSONAL INFO- to hundreds of brokers. I have been bombarded for TWO mo. 10/26- another broker cantacted me- with ALL my personal info. I asked where he got all this. He said he BOUGHT it from Ehealthinsurance.com. How can they sell my personal info without permission. Why am I their 'cash cow"???? This has to be illegal.

Desired Settlement: I want to receive ALL THE MONEY ehealthinsurance has collected selling my personal info. I want this practiced stopped by the BBB. I want compensation for the hundreds of brokers who call/ email all hours- for the last two mo.

Business Response: Business' Initial Response
eHealthInsurance does not sell or give out customer information as we are an agency ourselves. The customer originated from http://insurancetree.com/ which has a disclaimer on their site that by providing them with personal information they will give it to other agents and agencies. If the customer was to go to our site directly, www.ehealthinsurance.com, they will see that we do not request contact information in order to provide a quote. We abide by our Privacy Policy which specifically states that we do not sell or give away customer information.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) they gave NO resolution. They sold my personal info to brokers.

Business' Final Response
eHealthInsurance does not sell customer information as we do not ask for contact information in order to supply the customer with quotes. If you go to our site directly you can see that. As well as, we are a broker ourselves so for business reasons it would not make sense to sell potential customer information to other agents. We have tracked the originating IP address as to how the customer came to our site and it is from www.insurancetree.com.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

11/29/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Online application did not disclose one-year minimum contract term. I recently purchased a Dental Plan on ehealthinsurance.com (Humana One HI215). About 5 months thereafter I received dental benefits through my job and called Humana One to cancel said benefits. I was advised that, under the application agreement, the plan was subject to a one-year minimum term. In fact, the one year term appears on Humana One's application that was automatically completed by ehealthinsurance.com and electronically signed on my behalf. I've gone back through the ehealthinsurance application process and the minimum term is not disclosed anywhere in the process. The Ehealthinsurance Process: (1) provides a quote; (2) provides an overview of services and conditions (where this should be included); (3) Begins the application by taking personal information; (4) Takes your credit card information; and (5) submits the pre-filled application on your behalf. The only plan disclosures are made in .pdf documents attached along this process. All of the attached pdf's are the same 6 page brochure outlining the plan's coverage provisions. The minimum term commitment is not included in these provisions. In fact, as far as I can tell, the minimum term isn't included anywhere! I didn't know there was a minimum term until I tried to cancel the plan and was advised that I couldn't. When I suggested that there wasn't a minimum term, the Humana One agent directed me to the digital application that I neither saw, nor completed. In contrast, ehealthinsurance completed and signed that application using the information I had provided. The ONLY way I could have discovered the issue would have been to re-review the application AFTER ehealthinsurance had taken my credit card information and submitted it on my behalf. Upon contacting ehealthinsurance, I was advised to discontinue the auto-debit with Humana and they would cancel it sua sponte. That's just a ridiculous and unacceptable answer suggesting that the company takes zero accountability for the product it delivers. My damages for this error will only by around $200, plus a couple hours of my time (i.e. another $200). However, I believe it's my duty (as an attorney and citizen) to warn other people of companies such as ehealthinsurance (and Humana One) who apparently operate on "volume deception," deceiving many for amounts individually too little to pursue in court.

Desired Settlement: I would like my actual damages (approximately $200) plus my time (approximately $200).

Business Response: Business' Initial Response
eHealthInsurance is not the insurance company nor do we charge for our services. The applicant is notified on the signature portion of the application that the policy is a 12 month contract as well as in the Welcome packet sent to the customer in March 2012 that this was 12 month contract. The policy did not go into effective until May 1, 2012 which provided the customer with ample time to review the contract and cancel prior to the effective date and receive a refund from the insurance company Humana.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/28/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I applied for health and vision insurance. I canceled the application for health insurance within 24 hours when I found better coverage elsewhere. I was approved for vision coverage within 12 hours after application. There was no detailed online description of the vision coverage when I applied for it. I only received it after I was approved. When I received it I immediately requested a cancellation as it covered so little. To apply for the insurance I needed to give my bank information, and no faxes. Now after applying and requesting a cancellation (and I cancelled within 24 hours of applying!) they are requiring a FAX to cancel! I think that requiring this extra step is a way to keep me from cancelling and their way of preventing me and others from cancelling- their way of accessing my bank account. There was NO FAX asked for with the application or with getting access to my bank account.There was NOTHING required when I applied for and cancelled the ******* health insurance policy I applied for with ehealthinsurance.

Desired Settlement: Written statement saying my bank account number will be deleted from their rolls. Apology from the company for requiring a FAX to stop insurance coverage that has been cancelled 24 hours after applying. A DETAILED description of coverage of VSP vision insurance on their website. The description is very poor- no providers listed. No product brochure on site before application. The process is terrible. A written explanation of why this is. Consumers may be cheated as payments for coverage appear to be higher than the actual coverage.

Business Response: Business' Initial Response
We have received confirmation from the insurance company *** that the policy was cancelled as never effective and premiums refunded back to customer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/22/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was inquring about insurance and changed my mind. Cancelation complete same day and my money was taken anyway. Inquired about a quote and discovered I didnt need them. I was charged anyway after canceling the same day. I am now getting the run around and I being told it takes 2 to 3 weeks to receive a refund. They mOney was never supposed to be taken and I would like my money back in acceptable timeframe.

Desired Settlement: I would like my money returned by the end of the week. Or 5 Buisness days, 2 to 3 weeks isnt acceptable. They took my money in 2 days and now it takes 3 weeks to get back? I was told I would get a return phone call and never did.

Business Response: Business' Initial Response
They sent me my money finally.

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/27/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: eHEALTHINSURANCE AGENT HAD PROVIDED ERRONEOUS INFORMATION REGARDING THE TERMS FOR A POLICY I PURCHASED THROUGH THEM ONLINE PROBLEM DATE: 9/14/2012 PURCHASE DATE: 8/12/12 CUSTOMER SERVICE REP: ***** CHAT CONVERSATION WITH *****: *************** CMS Approved XXXXXXXX HEALTH INSURANCE POLICY, SHORT TERM POLICY: CAXXXXXXXX PAYMENT METHOD: DEBIT CARD XXX-XXX-XXXX eHEALTHINSURANCE PROVIDED FALSIFIED INFORMATION, HAD THEY TOLD ME THE CORRECT INFORMATION, I WOULD NOT HAVE PROCEEDED WITH THE CONTRACT, WHEN I DID NOT UNDERSTAND A PART OF THE POLICY DOCUMENTS, HE EXPLAINED THEY I HAD CHOSEN A MONTH TO MONTH POLICY AND CAN CANCEL AT ANYTIME, AND THE POLICY HAD A MAX OF 6 MONTHS COVERAGE THIS INVOLVES A THIRD PARTY, THE INSURANCE CARRIER HCC LIFE INSURANCE COMPANY#XXXXXXXXXX I SENT AN EMAIL ON 9/14/12 TO CANCEL MY ACCOUNT TO HCC AND A REFUND OR PRORATED REFUND, BUT HCC REFUSES TO BECAUSE THEY STATE THAT I PURCHASED A 6 MONTH PLAN, GOING BACK TO CUSTOMER SERVICE CHAT WITH ***** FROM eHEALTHINSURANCE WHO TOLD ME THAT I CHOSE A MONTH TO MONTH, MAX OF 6 MONTHS PLAN. I'VE HAD SEVERAL EMAIL COMMUNICATIONS BACK AND FORTH, AND THEY REFUSE TO GIVE ME A REFUND INFO ON WHO I HAVE BEEN COMMUNICATING WITH: ***** *********** HCC Life Insurance Company A subsidiary of HCC Insurance Holdings, Inc. Tel: (317) XXX-XXXX / (866) XXX-XXXX

Desired Settlement: I WANT A FULL REFUND OF WHAT THEY CHARGED MY BANK ACCOUNT ON 9/15/12 FOR 80.67

Business Response: Business' Initial Response
Hello, Thank you for your quick response, in a light of having the proof of the chat I had with a representative, they have changed their mind and provided a refund to me, which solves this complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/21/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been daily/weekly harassed through my cell phone for 2 yrs by www.ehealthinsurance.com and their affiliates. Initially they called 10-20x/day. In Sept 2010, I used www.ehealthinsurance.com as a search engine to find a personal health insurance policy. The site indicated that it could not give me a quote without my address and phone number being provided. I entered my information and within minutes my cell phone was flooded with phone calls from health insurance agents/brokers. The first day I received over 50 calls. They called every 2-10 minutes for 6 hours straight. I told rep after rep to please remove me from their calling list. Several reps rudely told me that they couldn't or would try by doubted anything would change. TWO YEARS LATER they are still calling my phone. I have been on the "do no call registry" since 2009, before any of this began. When I inform them of this they claim they will take me off their call list, but they still call. I currently get calls from them 1-4 times a week. The calls have been prerecorded messages lately as well. If I miss the call and I try to call the number back immediately to ask them to remove my number, a "this number has been disconnected" message plays. I then receive calls again from the same number within days. This company has been harassing me for 2 years. They either directly harass me or they have sold my phone number to companies that do so. I have had sales reps recently directly refer to ehealthinsurance.com in their pitch, so I believe both may be happening. I am close to just changing my phone number over this harassment, but I don't believe it to be legal for them to force me to change my number. PLEASE HELP!

Desired Settlement: I want this company and who ever they gave my phone number to stop calling me. I do not want to receive a single phone call from them or anyone else selling health insurance. They are harassing me and I want it to stop! TWO YEARS OF HARASSMENT IS ENOUGH!

Business Response: Business' Initial Response
We are responding to Ms. ******'s complaint. We have searched through our records and do not have her information in our system. eHealthInsurance does not require an individual to provide his or her contact information in order to receive a quote from our website. Accordingly Ms. ****** may have provided her contact information to another website before being transferred to eHealthInsurance's website. Please note that eHealthInsurance does not make these type of calls to individuals.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) This response contains lies and false statements. A) I do not believe that they have no information on file for me. I have received phone calls in which the caller specifically identified themselves as a representative of ehealthinsurance. Perhaps they need to check again, as my first name contains a typo in the original complaint and should be spelled ****** , not ******. B) After revisiting their CURRENT webpage, there is not a requirement to enter information at this time, but in 2010, this was not the case. I started directly on www.ehealthinsurance.com. I am very experienced in using the internet and computers and KNOW what website I was on. Nothing directed me TO www.ehealthinsurance.com other than GOOGLE. I did a google search for health insurance quotes to find their website, as you can still do to this day. C) After visting their website and the harassment began, I received calls from many insurance brokers who did NOT identify what company they were calling from. I believe that www.ehealthinsurance.com SOLD my contact information. Therefore, while I still find their "we do not make these type of calls" statement to be untrue, even if they didn't make these type of calls, they acted unethically in selling my information. I will accept their response when they are HONEST. I personally believe this company should be INVESTIGATED for their malicious practices.

Business' Final Response
We were able to locate a request from 2010 for ****** ******, however you came to our site through an online search engine, USInsuranceonline.com. This website does request contact information and has the following disclaimer on thier site: "By clicking "Get My Quotes," I agree to this website's Privacy Policy and acknowledge that as a member I will receive insurance quote reminders and special promotions sent to me via e-mail from: *****@mail.myinsurancequotefinder.com. By clicking "Get My Quotes" and seeking a quote request I authorize and agree that up to eight insurance companies or their agents and partner companies may contact me using this information or to obtain additional information needed to provide quotes where permitted by law. Insurance companies or their agents that receive a quote request from this website or its partner companies may confirm my information through the use of a consumer report, which may include my credit score and driving record. I authorize and instruct this website and its partner companies to obtain a consumer report. I acknowledge that I have read and understand all of the Terms and Conditions of this website and agree to be bound by them." By locating the phone number used on that initial request we were able to locate an account for a customer by a different name. This account was also originated by a third party site "Google". eHealthInsurance has never requested contact information on our site in order to provide a quote. We do not make outbound calls for quotes or leads, we are an inbound call center along with our online website. We are agency ourselves and it would not make sense due to our type of business to provide other agents with potential customers. I apologize for the inconvenience you have encountered but as per the information provided, it did not generate from eHealthInsurance.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

9/5/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: eHealthInsurance has refused to act on my cancellation request for health insurance. I submitted a health insurance application with eHealthInsurance on 8/11/12. The application was sent to Anthem on 8/13/12. I contacted eHealthInsurance on 8/13/12 to cancel my application and followed their instructions by submitting a written request for cancellation to eHealthInsurance on 8/13/12. Seven days later, I received an email from eHealthInsurance stating my application was being reviewed. I called eHealthInsurance to stop the application process before it proceeded. I was assured this was an automated message and the cancellation request would be processed shortly. Later that day, I received another email stating my application had been approved and coverage would begin at the start of the next month. I called again and was assured my coverage would shortly be canceled. I called Anthem and was told they had processed my application but never received any notification of my cancellation. I have submitted cancellation documents directly to Anthem. It has been two days since I last spoke with eHealthInsurance and have received no update on the progress of the cancellation. The application number is: (116b11a3321) The phone number associated with the application: 603.722.0333

Desired Settlement: IMMEDIATE cancellation of my health insurance application. This type of deceptive sales practice is unacceptable and should be reported as fraud to the licensing authority.

Business Response: Business' Initial Response
eHealthInsurance is not the insurance company and therefore do not process the cancellation requests. We received the customers cancellation request on 8/13/2012, the email including instructions state to allow up to 24 business hours for processing on our end and then 10 business days for the insurance company to process the request. We sent the notification to the insurance company on 8/15/2012, 10 business days would not be until 8/29/2012. We did resend the document per the customer's request on 8/23/2012. The customer has to allow time for the insurance company to process the request. We have a Customer Service Specialist who is following up on the account and will notify the customer once we receive confirmation of cancellation from the insurance company.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) I previously asked for a copy of the confirmation transmittal from the insurance company to confirm that eHealthInsurance did send in my cancellation request in a timely manner. Their continued refusal to provide any evidence, other than their unsubstantiated claims, indicates that they have no intention to show that they actually sent the cancellation documents in. As an agent, there is no reason why a simple phone call to the insurance company to cancel an application would take 10 days -- I spoke with the insurance company and the cancellation was processed on the same day. In fact, when I called to speak with the insurance company, they found no indication of a cancellation request in their records. This shows that the insurance company did not, in fact, process a cancellation on 8/15/2012. If they did, why was my application reviewed and approved on 8/20/2012? Why, according to an email sent by eHealthInsurance, was my application sent to enrollment on 8/18/2012 and approved? It was not until 8/23/2012 when I called that my policy was cancelled per MY request, not through any request through eHealthInsurance. I finally received notice from eHealthinsurance, on 8/31/2012, that my policy was cancelled. eHealthinsurance has so far failed to take responsibility and has continued to fail to provide adequate responses to requests for information and action (especially if that action would have them lose commission, it seems). These deceptive sales practices are unacceptable.

Business' Final Response
A confirmation email of cancellation was sent to the customer on 8/31/2012.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/21/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I RECEIVED AN EMAIL ON JUNE 30,2012, STATING I WAS APPROVED FOR HEALTH INSURANCE WITH AN EFFECTIVE DATE OF JULY 1,2012. I RECEIVED A LETTER IN THE MAIL ON JULY 10, 2012. I DID NOT RETURN LETTER I CALLED PHONE NUMBER ON THE FORM CONFIRMING INFORMATIOIN.I RECEIVED AN EMAIL ON JUL.Y 26, 2012 REQUESTING I RETURN LETTER I RECEIVED JULY 10,2012.I HAVE NOT ONCE TO DATE RECEIVED ANY INFORMATION REGARDING MY POLICY .I REPLIED TO THE EMAIL ON JULY 26, STATING I CALLED OFFICE CONFIRMING INFORMATION.HOW CAN YOU CHARGE ME FOR 2 MONTHS WHEN YOU WERE STILL AWAITING INFORMATION. THEN ON AUGUST 9, 2012 I CHECK MY BANK ACCOUNT AND YOU WITHDREW 2 MONTHS OF INSURANCE. HOW CAN THAT BE LEGAL? TODAYS DATE IS AUGUST 14, 2012, I STILL HAVE NO INFORMATION REGARDING MY POLICY.I RECEIVED THIS EMAIL ON JUNE 29, 2012 Youve Been Approved!Congratulations! Anthem Blue Cross and Blue Shield of NH has approved your health insurance application. Your coverage will be effective as of 07-01-2012. Thank you for giving us the chance to help you find a great new health insurance plan.If you have an existing health insurance policy that your new Anthem Blue Cross and Blue Shield of NH plan is intended to replace, do not cancel it until you receive confirmation of your approval directly from Anthem Blue Cross and Blue Shield of NH. I HAVE SEVERAL EMAILS BUT DO NOT KNOW HOW TO INCLUDE THEM. Product_Or_Service: HEALTH INSURANCE Account_Number: DO NOT KNOW

Desired Settlement: DesiredSettlementID: Refund I SHOULD NOT BE CHARGED FOR JULY. AUGUST SHOULD BE PRORATED TO AUGUST 9, 2012. I CANNOT USE INSURANCE IF I HAD NO IDEA I HAD IT. I AM PAYING 452.00 A MONTH.

Business Response: Business' Initial Response
The customer was approved with a 7/1/2012 effective date therefore she was charged for July and August. Per the insurance company the customer may cancel or can make a formal request to change the effective date during the 30 day Free Look period. This information was provided to the customer in the Welcome packet. The Free Look period begins from the date of approval, 7/18/2012. Due to the requests deadline, we contacted the customer today, 8/17/2012, and left a voicemail with this information as well as to notify the customer that eHealthInsurance is an online insurance agency and does not have access to billing or altering an effective date. We provided the insurance companies direct phone number and advised her to contact them immediately to make her requests known so that they are logged in Anthem's system.

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/16/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: ehealthinsurance sold me two products, both of which failed to do the things the sales people said they would. In June of this year, I went on line and purchased a dental insurance plan from ehealthinsurance.com based upon what the sales person told me about each plan and who the providers were. Plan naem was IHC. I double checked htis information against what they had lsited on line. When I went to use the dental insurance, the two providers ehealth listed, no longer accepted the insurance. AFter a struggle, they refunded my money and sold me another plan, Humana. When they sold it to me in July, I told them I was making an appt for August 7th. Today, Auguts 6th, as I still have not received my id card or number, I called and they said it could take another 5-10 business days. I told TIna first and then ***** from ehealthinsurance all of my problems with their company, and they said I could cancel but would lose my application fee as its non-refundable accoridng to Humana. I told them I purchased my plan through ehealth not HUmana and that they needed to do the right thing by me since they have created all these problems by failing to inform me properly and selling me products and services that were not what they said,and they essentially said "tough luck" They might just as well as reached into my pocket and taken out the money because thats what the outcome is.

Desired Settlement: I want my $58 returned and I want people to be aware that they use fraudulent sales practices to sell and upsell their products.

Business Response: Business' Initial Response
We have received confirmation that the policy was cancelled per request, however after further communication with the insurance company we were notified that the customer contacted the insurance company directly and made a payment over the phone to reinstate the policy.

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/1/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I applied for health ins through ehealth ins brokerage. It was never effective - they took my money and I haven't gotten a refund 35 days later. I applied for health ins through ehealth insurance and they sent me through to Anthem BCBS. Immediately (6/21/12) upon approval of my app they took $286.59 from my bank account. On 6/22/12 I contacted ehealth ins to let them know I decided against this policy which was to become effective 7/01/12. I completed their paperwork and they acknowledged that it would be cancelled right away. Never to become effective. I have contacted them multiple time via phone and email regarding the refund of the $286.59. I still have not received a refund as of 7/26/12.

Desired Settlement: I just want my money back. $286.59

Business Response: Business' Initial Response We received confirmation from the insurance company that the refund was processed on 7-24-2012. Anthem Blue Cross Blue Shield has refunded the premium in the form of a check as per their guidelines. The customer should receive the check within 7-10 business days, eHealthInsurance does not process billing, however if the customer has not received the refund within the allowable timeframe we would be more than ****** to follow up with the insurance company.

Business' Final Response
We received confirmation from the insurance company that the refund was processed on 7-24-2012. Anthem Blue Cross Blue Shield has refunded the premium in the form of a check as per their guidelines. The customer should receive the check within 7-10 business days, eHealthInsurance does not process billing, however if the customer has not received the refund within the allowable timeframe we would be more than happy to follow up with the insurance company.

BBB's Final Determination: Business offered a partial (less than 100%) settlement which the consumer accepted

7/23/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: harrassed with sales calls for 6 months. i wanted to compare health insurances on line (only) I had to give my phone number to access the information. I was (and am still) receiving sales calls from every imabinable health insurance provider. Sometimes I get three calls a day from the same vendor. I have asked each caller to never call me again. but they persist. Ehealth insurance is a front for drumming up leads for companies. No information is available on the web directly from ehealth insurance.

Desired Settlement: force them to stop calling me and make it known that ehealthinsurance is only a clearing house for sales vultures.

Business Response: Business' Initial Response eHealthInsurance has not had any phone contact with Ms. ****** since April 2009. eHealthInsurance did not provide Ms. ******'s information to any third parties. Please note that- if Ms. ****** provided her contact information to another company's website before visiting eHealthInsurance's website- then her information would be subject to that company's privacy policy.

Business' Final Response
eHealthInsurance has not had any phone contact with Ms. Manning since April 2009. eHealthInsurance did not provide Ms. Manning's information to any third parties. Please note that- if Ms. Manning provided her contact information to another company's website before visiting eHealthInsurance's website- then her information would be subject to that company's privacy policy.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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