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BBB Accredited Business since
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This company offers health insurance services.
A BBB Accredited Business since
BBB has determined that Garnett-Powers & Associates Insurance Services Inc 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 13 factors. Get the details about the factors considered.
Factors that raised the rating for Garnett-Powers & Associates Insurance Services Inc include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
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:
California Department of Insurance
Consumer Services Division, 300 S Spring St, Los Angeles CA 90013
Phone Number: 800-927-4357
Fax Number: 213-897-5961
The number is 0G11917.
Type of Entity
Business ManagementMs. Joan Garnett, Executive Vice President Mr. Tom Garnett, President Mr. Steve Johnson, Vice President
Number of Employees
Insurance - Health Hospitalization, Medical & Surgical Plans Insurance Companies
Alternate Business NamesGarnett-Powers & Associates
23361 Madero #240
Mission Viejo, CA 92691 (949) 583-2925 (877) 559-9922 Directions
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Types of Complaints Handled by BBB
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BBB Complaint Process
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Additional Phone Numbers
- (877) 559-9922(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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BBB Letter Grade Scale
Star Rating scale
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Read Complaint Details
Complaint: I am a Visiting Scholar at a ********** state university, which has chosen Garnett-Powers as their sole provider for health insurance approval checks. The university requires me to either buy health insurance from Garnett-Powers or to obtain Garnett-Power's approval on any alternative insurance within 25 days (from the day I was provided with this infromation). My complaint relates to Garnett-Powers inacceptable response times, which make it impossible for me to define, search an buy the required additional insurance from another provider. Garnett-Powers is thereby abusing their role as the sole provider for health insurance approval checks. By delaying their responses they are preventing me from defining and obtaining the required additional health insurance from an alternative provider. Garnett-Powers first response to my e-mails came 11 days after contacting them. Now Garnett-Powers cannot be reached at all via their provided phone number and my new e-mails to them are only met with an auto-response note claiming that they will take 7-10 business days to respond.
Desired Settlement: I request that Garnett-Powers communicates immediately, continuously and effectively with me. I find a maximum of 24 hours an appropriate response time in this situation.
Dear Ms. *******,
Thank you for addressing your concern with us. Garnett-Powers & Associates (GPA) takes each concern and complaint seriously. GPA strives to maintain an acceptable level of customer service in order to help each Visiting Scholar make informed decisions about their health insurance needs. We have verified that you first contacted us via email on September 24th with your waiver request.
However, due to the high volume of waiver requests we are receiving from the Visiting Scholars and the time devoted by our employees to review all the documents to ensure that each health insurance policy purchased by the Visiting Scholars meets the University waiver requirements, we are informing all Visiting Scholars to allow 7-10 business days for a response regarding their waiver request. GPA is communicating the current response times to all waiver requests via an auto-generated response email to each request we receive from all Visiting Scholars. This auto-generated email is sent to each Visiting Scholar immediately once GPA receives an email from a Visiting Scholar.
We have verified that your waiver request was reviewed and responded to on October 5th, 7 business days after your initial email. We apologize for not contacting you within the 24 hours from your initial email. We have taken steps to shorten our response times to all wavier requests. GPA is committed to providing superior customer service and we will always take action to better serve our clients.
We have also verified that you have been corresponding with our customer service representative as of October 5th. We have confirmed that our customer service representative has been answering your questions within a 24 hour time frame. We understand that health insurance in the United States is complicated and we are here to help answer any additional questions you may have.
You may contact us at ************** and dial extension *** to speak with our Director of Operations who will ensure that any additional request you may have will be taken care of. You can also reach our customer service representatives during our normal business hours of 8:30am – 5pm Pacific Time by dialing **************.
GARNETT-POWERS & ASSOCIATES INSURANCE SERVICES, INC.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Problems with Product/Service
Read Complaint Details
Complaint: Hi, sir/madam,In fact, this may not considered a complaint. I just need to consult to you about something in buying health insurance in the United States .I'm a visiting scholar at **** university, beginning on October 1st, 2013 to September 30st the next year, living here with my 11 month old baby . Once reached the United States, I purchased health insurance for my baby and me in garnett-power company. I started to buy it about two months(from 10/1-11/31), and after the time is end, then on December 3, 2013 I bought the winter quarter again(12/1/2013-2/28/2014). But through counseling with others, I'v learned, the school does not limit my baby to purchase insurance in this company, and in fact , because my baby was born in U.S., so she can choose other insurance affordable. Then from December 6, 2013, I began to phone to my insurance company, wanting them to cancell my baby's insurance in this quarter, from the beginning of December 2013, or let me choose the other insurance plan in their company. But the replie is that once the money received , the policy will not be changed and can not retreat, all I can do, is only keep it and wait for the end of this quarter, then make further changes.I'm not so familiar with the insurance policy in America. Currently I know the information is :This insurance, the only one that visiting scholar could chosen which is recommended by the school, the premium is very expensive, especially for non-american families, and there is no other choice.In our country, there are 10 days period to go back after the purchase of the insurance, that is no reason for a refund. If you have another choice, or other situations cause you do not want to buy this coverage, the insurance company can be required for a full refund. I do not know whether this could/or not work in this country, but I think it is reasonable.My husband said that this company discriminate against foreigners, so deliberately made so unreasonable demands. I also think the purchase of goods have some time to make a replacement or get a refund, why it is not in insurance area? The interpretation of this insurance company is also make me feel angry, never said the money handed the other hand is the other side of the money, just someone like robber will do so, taking over other people's things, whether others like it or not, and never return back.I think in the United States, the country of freedom and democracy, it should be trading under more reasonable rules. I want my baby to live in a country that material and spiritual are highly developed, I also believe it is.Thank you for your attention.
Desired Settlement: If possible, I'd like to get the refund of my baby's insurance.or change it into my next premium, not my baby's, the rest(above) could be refund.or at least to cancell from Jan 1st,2014 to Feb 28st,2014
We are the brokers for **** University for the visiting scholar insurance plan. We do all the administrative work such as enrollments, terminations and collect premiums for this plan for the University. Our website address for this university is http://www.garnett-powers.com/
Premium will only be refunded for ineligibility or entry into the Armed Forces and not for any other purpose.
This is also stated on the enrollment form which the insured completed under Terms and Conditions, please see attached enrollment form with highlighted area.
The insured ** *** was sent an invoice to pay for the winter quarter on Mon 11/11/2013 12:53 PM which stipulates the months premium is being paid for, copy for your records is attached. The insured paid the invoice on 12/3/2013. She emailed me on 12/9/13 after enrollment was process for winter quarter that she no longer wants to have insurance for her child as she is a US citizen. The university requires that all Visiting Scholars and dependents have coverage to participate in their Visiting Scholar plan. See verbiage below also on websitehttp://www.garnett-powers.com/
If you are an international Visiting Scholar with your own coverage, that coverage must also meet these standards that meet or exceed the J-1 Visa requirements, as well as provide this same coverage to your eligible dependents.
Both the university and I explained to ** *** that this is the policy and no refunds will be given but she can terminate her daughter after the quarter has ended onbut her child will be uninsured and not meeting requirements. We also received a phone call from the department of insurance in North Carolina and I spoke to the agent and explained what I explained to you and showed him the website and he agreed with the insured ** *** on the line as well that it is clearly stated about refunds and there is no case.
Please let me know if you need anything further from me to resolve this issue.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.