Business ProfileforFirst Family Insurance, LLC

Apparently, I should have checked BBB ratings before doing business with this group! I had a HORRIBLE experience as well. My work, unfortunately, does not provide health insurance so I had to look for an independent carrier. I was contacted by Jack C. who ensured me that I was in good hands as it was my first time getting an individual plan. He said he had over 20 + years of experience and provided me with his Broker # after I requested it.

Long story short, I was in need of a plan that covered 100% wellness/preventative care. My kids and I never get sick I told him so that was the only thing I needed. He provided me with some quotes and also sold me an accident plan on top of a medical plan. I didn't see where it had wellness covered so I called and asked him about it and he assured me that it DOES cover wellness not to worry. I took my kids to get their well exams in March (covered time frame) and they received wellness vaccinations as well. We all know how expensive those are! I then was sent an EOB for the entire wellness charges. I called Jack and he told me this was a mistake on the insurance part they do cover wellness and I needed to call them. I did that and was told my plan DID NOT cover wellness charges at all. Jack called the insurance company with me on the line bc I guess he didn't believe me. They told him the same thing. Jack then told me to call the place of service and ask them to refile as "self-pay" so I could get a discount on the charges (which is fraud by the way since I have active coverage). I had another call with Jack and he said that it was his mistake, he didn't know the that the state of MO had that "policy in place" he overlooked it. I asked what they were planning to do about this as I was sold a plan that did not match my requests. Jack provided me with the manager Aaron C's info who "investigated" this issue. Aaron didn't have the ***** to call me so he emailed saying Jack sent me the insurance brochures that say it's not covered and there's nothing they can do. This is horrible customer service and very unprofessional.

I am now stuck with an unnecessary $1000 bill bc of their mistake! Don't trust this company, you would be better off going through Obama Care!

Mrs. ***********,

Your experience as described above is very unfortunate. Here at First Family Insurance, our agents make every attempt to align the consumer with the desired coverage, benefits and premium. Often times we can, and on some occasions, we cannot depending on consumer medical needs & budgetary constraints. Our agent was correct when explaining that your applied for plan would cover preventive care. However, as with most non-ACA plans and carriers, this preventive care is somewhat restrictive and is always first subject to your deductible and coinsurance. Thus, part of the reason you received a bill from your provider. Upon receipt of your insurance packet, a policy brochure was also included that also explained in detail coverage for preventive care on pages 4, 7 & 9 of the brochure.

Again, your situation is very unfortunate and I hope that you can provide us with the opportunity to get you into an ACA policy/plan, where adult and child preventive care is covered 100% and not subject to any deductible, or coinsurance provisions if you still desire such coverage. Please reach out as I would be happy to facilitate this for you. Thank you!

Yes, it was very unfortunate! After I received that brochure, I called Jack and asked him where it stated I had 100% wellness coverage and he said "it was on there" and not to worry, my plan covers that. This bill should be covered by your company as this was your mistake. Jack admitted several times that this was his fault, he wasn't familiar with the MO regulations. Isn't that part of the job? Isn't that why we as customers contact you? I understand mistakes happen but this mistake cost me money that I don't have. I will not be doing business with your company unless you own up to the mistake and reimburse.