ComplaintsforNeo Insurance Solutions LLC

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I enrolled in Neo Insurance in February to help with STM coverage while I was out of work. I was told that I would be paying less than $200 a month for my coverage, but I've been charged between $300-$400 each month. I was told that 80% of my prescription cost would be covered, but I've had to pay hundreds of dollars for prescriptions that I need to take daily and that my old insurance had priced below $20. I've had to use GoodRx coupons instead of my insurance because I can't afford any of my prescriptions. In addition to this, I was given phone numbers that don't work and have been on hold for hours at a time trying to contact customer service. This is by far the worst customer service I've ever experienced. It is completely unethical to convince someone who is unemployed that they are getting good coverage and then barely cover their needs! I fully intend to cancel my coverage as soon as I can find insurance that actually covers what they say they will. This company should be ashamed for scamming so many people.

  Business response

  04/14/2024

  
  We're sorry to hear that ****************** is not satisfied with her experience. 
  Our records show that ****************** enrolled in a short-term insurance plan underwritten by ***************************************** an accidental death and dismemberment policy through Guaranteed Trust Life, a telemedicine program through MD Live and an RX plan through PRAM on 02/12/24 through her independent agent, ***********************, of ***************** Services Insurance Agency.
  
  Although Neo Insurance Solutions is not the sales agency and has no knowledge of the interaction between ****************** and her sales agent, our records show that she was canceled on 04/12/2024 with an inactive date or 4/30/2024.

   

  We have refunded her second months payment. 

  Customer response

  04/16/2024

   
  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.
  
  Sincerely,
  
  *******************************

  Customer response

  04/16/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Yesterday got on the phone and after luckily getting to speak with a manager I purchased a policy after this manager stated several times during the call he was waiving or taking off $50 from the admin fee so that my total up front cost would be ******. I asked and he answered emphatically Yes, multiple times during the call if the up front payment would be ******. And after it was all done I looked at my bank app and was charged ******!! Was given customer service phone numbers and directions to create a profile. No one answered the phone numbers and the links to the online access didnt work. I want to cancel and be refunded ALL OF MY MONEY!!

  Business response

  03/26/2024

  We're sorry to hear that ************** has had a less-than-satisfactory experience.

  Our records show that ************** was enrolled in a supplemental fixed indemnity product underwritten by Southern Guarantee Insurance Company (SGIC) on 3/25/24 at 6:26pm. In completing her enrollment, ************** reviewed and signed the policy application and electronic signature that included the full amount ************** would be charged, which ************** reviewed and signed. 

  Despite ****************** claims that we are not reachable, our records further show that ************** contacted us via email on 3/25/24 at 8:07pm -outside of business hours - requesting a refund and cancellation. ****************** email was processed by the Neo team on 3/26/24 at 10:47am. As the Neo team was processing ****************** email request to cancel, ************** called *** and spoke with our representative with a request to cancel and refund her policy due to her concern over the enrollment fee. In line with our free look policy, the request for a refund and cancellation for ************** was submitted and finished processing on 3/26/24 at 1:10pm, at which point a refund notice (provided to the BBB) was sent to **************. Given that ****************** concerns were addressed within 12 hours of her purchase, we believe the service provided to ************** was prompt and accessible and are unsure why she is expressing such difficulty in contacting us. 

  Furthermore, it appears after submitting the complaint to the BBB, ************** once then reapplied for coverage on Neo's platform on 3/26/24 at 1:16pm.

  At this time, ****************** original policy has been cancelled and fully refunded as requested.

   

   

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was lied to by the agents. First call I explained needing health ins. because I have one Dr that I have to see every other week. The 1st Ins. Rep. told me that Id have unlimited visits for this doctor and I asked multiple times all being told yes Id have unlimited visits with my in-network doctor but come to find out only because my dr ****** informed me at my appt that the plan they sold me only has 5 covered visits. The only reason I purchased this secondary ins./plan for the $200mo. was for this specific doctor and having unlimited visits covered and only expecting to pay the agreed copay. At ***************** I immediately called the number on the card and spoke to another Insurance Rep. who told I then explained everything to again and that I needed to go up a tier and must have unlimited visits. They Rep. said no problem of course and I was again told this plan has unlimited visits and my Doctor is still in-network and Id now be paying +$300 a month which is more than I wanted to spend but would have be worth it. I believe they even spoke with my Dr ****** that day to send them new ins. card with the new id# and information. I thought everything was now good esp. since I had asked the 2nd Ins. rep. at least 6 times and confirmed I now have unlimited Dr visits and now just worrying about the copay. SURPRISE over 2 months go by. Meanwhile my secondary plans bill was being paid on time no problems and my Dr ****** calls and tells me that with this ins. they now are telling them they only will pay for/cover is 2 Dr visits. So I was lied and dr ****** was lied to again and ended up paying more and only have 2 Dr visits covered instead of the original 5 visits. Thats insanity!!!I would have NEVER purchased this the first time and definitely not the second time. Their employees lied and I ended up owing my doctors ****** money after paying for their worthless plan for 2+ months. Thats how long it took them to inform my Dr ******. I would have never gotten this plan because after 1 month of my reg. scheduled Dr ******** visits) I had to pay $200 each Dr visit plus their $300+month which this makes having 2nd ins. pointless and had to pay more than I wouldve had to pay without this plan. I called Neo Ins. after my Dr ****** informed me that I only had 2 visits covered (& paying more for less visits, what world does that make any sense and their rep. again lied to me after asking multiple times about unlimited coverage) I asked to talk to a supervisor or manager or someone that could help me with this problem. The person that answered refused to transfer me or allow me to speak w/ someone above them.Their reps are rude and treat you like youre the idiot when its their mistake and completely unacceptable that you deceive your customers. Shame on you! Youre stealing money from people that already have health problems and providing nothing but more financial hardship. Get some people that are not liars maybe.

  Customer response

  03/23/2024

  Also I should state that I did read everything before I signed and I specifically asked about where it says 2 visits and I was told No, that's only for emergencies because this is a limited plan yada yada more scripted lies and not to worry because my regular scheduled Dr ************ would be covered and Id only have to pay my copay. When they listen to their call records theyll hear I asked about it and told them if its only 2 visits covered I dont want it because it wouldnt be worth it and the coverage would be used up in a month. I was assured and reassured by the 2nd ins. rep. that the 2 visits mentioned was because Id have limited emergency benefits. 

  Business response

  04/02/2024

  We're sorry to read that ************** has had an unsatisfactory experience. 

  Before addressing the specifics of ****************** complaint, we thought it would be helpful to explain the nature of our entity. Neo Insurance Solutions is a licensed agency that provides an enrollment platform, customer service, print-and-mail fulfillment, and billing services to third-party, independent agents. Neo Insurance Solutions does not conduct direct sales, and we have no first-hand knowledge of the conversations that took place between ************** and his sales agent.

  Our records show ************** was originally enrolled in a fixed indemnity plan underwritten by Federal Life Insurance Company on 6/19/23 with an effective date of 6/20/23. As described, ************** called on 6/29/23 to request a cancellation and refund due to his provider not being in network. ************** was cancelled and fully refunded in accordance with the 30-day free look policy on 6/29/23.

  Our records further show that on 6/30/23, ************** re-enrolled in a short-term medical plan underwritten by Standard Life & ***************** It also seems ************** is confused about how this plan worked. ************** short-term medical plan contained two doctors office visits with copay, after which visits are subject to deductible and coinsurance up to an annual maximum. We are unsure as to why ************** believes he is limited to two doctors visits in total.

  Because ************** spoke with his sales agency, not Neo's customer service organization, in the above referenced interaction, we are unable to immiedately review his service call recording, but do take the complaint seriously and will be further reviewing ****************** service experience with his sales agency. In the interest of of bringing closure to ****************** experience. we have issued a full refund in the amount of $715.06 as of 4/2/24.

   

   

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  we were also scammed by this company who led us to believe that we were purchasing health insurance. Like everyone else, we are trying to get a refund from them and they are refusing.

  Business response

  03/21/2024

  HI BBB,

  We are unable to locate a member with this name or telephone number. No email address or documentation was provided.

  Is it possible for you to reach out to the individual to request some additional information that would allow us to attempt to understand whether this complaint was a customer of ours at any point and to further research her situation?

  The telephone number, legal name, email address, or member ID that the complainant used for their enrollment would be all that we need.

   

  Thank you

  *************************

  Neo Insurance Solutions

  Business response

  03/21/2024

  HI BBB,

  We are unable to locate a member with this name or telephone number. No email address or documentation was provided.

  Is it possible for you to reach out to the individual to request some additional information that would allow us to attempt to understand whether this complaint was a customer of ours at any point and to further research her situation?

  The telephone number, legal name, email address, or member ID that the complainant used for their enrollment would be all that we need.

   

  Thank you

  *************************

  Neo Insurance Solutions

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took out insurance with an agent representing neo insurance solutions, explained from the get go that we where moving and needed coverage in another state, was well assured by agent and his supervisor that we would. Well 30 days later get to the new state and insurance is not accepted! Call and explain spoke with a lady that eventually hung up on me, called back and got a really nice gentleman and was given my January premium back, I requested all premiums back from the last three months due to fraudulent sales due to being upfront with them! Which was recorded with me telling them! The gave me a refund for December then reached in the next day and withdrew it! Gave them 5 days to respond and all that was sent was a generic response and no more. I have claimed fraud against then with the bank, I have all emails and responses and have turned over to bank along with the fraud claim! The generic response is I had to call 30 days to cancel but how was I suppose to know it was useless where I was moving to until I got here, especially after being promised and assured it was good! This is a bad faith sell and I want my money back! And dont give that same generic response that you always seem to give with complaints, this is fraud and you need to be investigated by law enforcement!

  Customer response

  02/01/2024

  They sent me a email and have agreed to the refund once the money goes through, I withdraw this conplaint! 

  Business response

  02/05/2024

  We're sorry to hear that **************** is not satisfied with her experience. 

  Our records show that **************** enrolled in a short term medical plan underwritten by ****************** Life Insurance Company on 11/21/23 through her independent agent, ***************************, of Reliasure Insurance Agency.

  Although Neo Insurance Solutions is not the sales agency and has no knowledge of the interaction between **************** and her sales agent, our records show that **************** was enrolled as a Georgia resident, and our systems do not reflect any attempts to move to a different state. We would note that with most short term medical plans, members are allowed to carry their plan with them to another state if they move through the plans limited duration (in this case, one year) as long as the plan was issued in a state of sale for the policy. Because **************** moved out of the **************** and did not contact us to update her address, her carrier may not have been able to tie her claims to her policy.

  Irrespective, our customer service organization issued a full refund to **************** on 1/31/24

   

   

  Customer response

  02/06/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went online to purchase health insurance that would fit my budget since I no longer qualify for ACH ********************** Insurance under the ***** and the sales representative from NEO Insurance said I be able to get a PPO with low copay of $40.00 for my specialist visits and low copy of $50.00 for my Specialty medication since I have a preexisting condition. I ended up paying $564.00 plus a $98.00 (application fee). A series of emails with the medical cards for prescription and medical group number. However when I went to my specialist visit this January, 09, **** the specialist office manager couldn't even get a hold of the medical Insurance either by email nor by phone. Next thing I get is a call from my pharmacy saying that after they submitted my Prescription through my new RX Card the copay was $357.00. I am a disabled Military Veteran on a budget and for this business to falsely get me to believe that this was a legit medical insurance and fraudulently take my money is the lowest any business could do to a veteran who fought for my country to now fall a victim of a scam and a fraudulent action by misrepresentation.

  Business response

  01/22/2024

  We're sorry to read that ************** is unsatisfied with her experience.

  Before addressing the specifics of this complaint, we believe it is important to highlight that Neo Insurance Solutions is a licensed agency and third party service provider offering enrollment platform solutions, billing, customer service, and print and mail fulfillment to independent, third party agents. Neo Insurance Solutions does not conduct direct sales to consumers nor is Neo Insurance Solutions an Insurance carrier or claims payor. Neo Insurance Solutions has no direct knowledge of ****************** interaction with her independent sales agent, *************************, of America's Health Agents. Neo Insurance Solutions also has no knowledge of ****************** providers interaction with the claims paying third-party administrator, *************************************.

  Our records indicate that ************** purchased a Short Term Medical Plan, underwritten by ************************** company on December 29th, 2023 for an effective date of January 1st, ****. A copy of ****************** policy is attached. As ************** indicated, her plan includes copays for primary care ($25) and specialists ($40). ****************** short term medical plan does not include prescription coverage. ************** did purchase a prescription advocacy program, separately from her short term medical plan.

  ************** also indicated in her complaint to the BBB that she had a pre-existing condition, but in ****************** electronic application for coverage, she specifically indicated that she did not have any pre-existing conditions (see page 11 of the electronic application and signature provided to the BBB).

  Irrespective of the circumstances of the situation, ************** is within her 30-day free look period. As requested by her complaint, we have cancelled and refunded her product. We hope ************** finds this resolution satisfactory, and wish her the best in health.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Neo insurance solutions lied about services in order to get me to purchase their policy and when I needed the policy and discovered they had lied, I was told they would not reimburse me so I could use that money toward the tests I needed to have completed. They misrepresented what providers would accept their policy in order to convince me to purchase it. Its a scam.

  Business response

  01/05/2024

  We are sorry to read that ************** is unsatisfied with her coverage.

  We believe that ****************** concern is likely with her independent agent, not Neo Insurance solutions. We believe this to be the case because Neo Insurance Solutions is a licensed agency that provides an enrollment platform, customer service, print-and-mail fulfillment, and billing services to third-party, independent agents. Neo Insurance Solutions neither conducts direct sales, solicits consumers, nor advertises directly to consumers. Neo Insurance Solutions has no first-hand knowledge of ****************** interaction with her independent enrolling agent. 

  Our records show ************** purchased a Short-term medical plan through her independent agent on 11/10/2023 through the Neo platform. ****************** Short term medical plan is underwritten by AMERICAN FINANCIAL Life Insurance Company, NAIC #*****, and ****************** plan included membership in the Multiplan PHCS PPO network.

  Because providers ultimately determine what networks they participate in and can change their participation, it is entirely possible that a provider listed as a network participant may change their status over time. Unfortunately, this is managed by the network and outside the control of Neo Insurance Solutions.

  We are providing the BBB a copy of ****************** electronic signature, which ************** reviewed and signed as part of her application process. ****************** electronic signature document includes a summary of plan benefits, along with a clear explanation of the 30-day free look policy. Based on our call logs, it appears that ************** contacted us once on 11/27/2023 to request a copy of her ID cards and then again on 12/27/23 to request a cancelation and refund of her plan. ****************** plan was immediately cancelled, however she was 16 days outside of her free look period, and into her second month of coverage making her ineligible for a refund from her previous coverage period.

   

  
  

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got out of the Navy in 2021 and once Tricare ended I Had to shop for new insurance, that is when I fell for this company's trap, on the phone they told me I would have insurance coverage and PPO no copay, so once I went to establish care at my local clinic, I provided my insurance card and later I received my bill at 100% I called the billing department so many times try to get this issues resolved but the customer service number on the back of the card is to life insurance, my healthcare provider also try to contact the insurance provider no luck there. After this, I want to cancel my payment to this money-sucking c*** company. over the years I paid over 4K in insurance but zero service, they customer portal doesn't even have how to cancel their service.

  Business response

  11/07/2023

  We are sorry to read that Mr. **** is unsatisfied with his experience.

  Our records show that Mr. **** was enrolled in a supplemental policy underwritten by Gerber Life Insurance Company (NAIC: *****) by his independent agent, ************************ of ***************** Services on 1/26/2022 through the Neo platform.

  **************** product is a supplemental indemnity product, meaning that it pays cash benefit for services when a claim is filed with the carrier. **************** program also included access to the Multiplan PPO discount network. Because the plan is fixed indemnity, there is no copay, as Mr. **** understood. The plan simply pays a cash amount for covered occurrences. Mr **** reviewed and acknowledged the specific benefits of his program, in the electronic signature provided to the BBB, as part of his enrollment and application process. Mr. **** was also advised through his electronic signature of his 30-day free look period with the program.

  Regarding contact from Mr. ***** our records show Mr. **** contacted Neo Insurance Solutions a total of three times - once on 10/03/23 to request an update to his method of payment and twice on 11/06/23, with Mr. **** requesting for his policy to be cancelled on his second call. **************** policy was then cancelled on 11/06/23. Mr **** is not eligible for a refund because his cancellation request date was 11 into the coverage period for which he requested a refund. 

   

   

   

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I lost my job in August. I was told COBRA would help me. Come to my surprise today that I had been dealing with NEO and not COBRA. As of Sept 23, I started paying for what I thought was Health Insurance. I was told I would be given a dr ***** It is now Nov 1 and I have yet to receive a dr. I have severe health problems and have had to suffer for not seeing a dr. ******* ****** and this company on multiple occasions, ****** said this company did not send paperwork. This company said they would and still never did. I have given free money basically that I need and have still yet to receive help. Today a manager and I got into almost a screaming match. In his words "You were adamant about seeing x dr." I told him I was never told I could not see this dr in the first place. His next response "You didn't ask us." Which tells me words and notations were taken and twisted. I was never told I could not have my primary dr which I have had for years, I was never told I could ask for something. How can I ask if I dont even know? When this was said to the manager he changed his words "Well I assumed you were adamant." Thats the problem. You assumed and still put words in my mouth. Seeing many complaints of this same manner, I am not happy and will be talking to my lawyer about where to go from here. You took advantage of someone who has barely any money to give in the first place. I asked for a refund and was told I do not qualify. No documents were sent to make me a member of ****** again and the job was never done. You did not do your job and took my money. This is unacceptable and wrong. Especially to pretend you were COBRA when you weren't.

  Business response

  11/07/2023

  Our records show that ****************** purchased a supplemental plan offered by ************ Insurance Company through her independent agent ************************* of ********************* on 09/22/2023 through the Neo Insurance Solutions Platform. During her enrollment Process, ****************** signed an electronic signature document (provided to the BBB) where she acknowledged that her coverage was supplemental and not major medical coverage. ****************** received an email with the ability to review her policy documents on 9/22/2023, and notification of her 30-day free look period on 9/22/2023.

  While Neo Insurance Solutions is a platform and servicer, not ********************** sales agent, we are confused as to how she believed her agent or Neo Insurance solutions would have any affiliation with COBRA coverage for ******************, which is a form of employer coverage. We are also unclear as to why ****************** is referencing ******, which has no affiliation or relationship to Neo Insurance Solutions.

  Our records show ****************** contacted Neo Insurance Solutions via email to cancel on 11/1/2023 and was cancelled on 11/1/2023. Since ****************** was already 8 days into her coverage period, she is not eligible for a refund for that coverage period.

  Customer response

  11/07/2023

   
  Complaint: 20812114
  
  I am rejecting this response because: I have never received any emails in regards to this insurance. I asked my agent if i was able to have ****** and was told yes. When i called again i was told ****** was not affiliated. When i called ****** they said they do accept COBRA which again i had called the number provided by ****** for COBRA. Not for whatever fake insurance picked up the phone. None of the paperwork was sent to ****** as i was told from the beginning that i would be allowed to have. On 11/1 when i had called for a manager, one lady said no they dont have ******. I was transferred to another gentleman who said they did do ****** but he was not a manager. When i finally spoke to the manager, he got hostile and went back and forth whether ****** was available or not, and then gaslit me saying i had said something when i didnt. This company was under the guise of someone else which should never be legal. Once again trying to say things were done when they werent (such as getting an email) i have none. I dont remember signing anything either. This company is manipulative at best.
  
  Sincerely,
  
  *************************

  Business response

  11/14/2023

  We are sorry to read that ****************** is unsatisfied with our response to her complaint. 

  
  As previously stated, we have no affiliation with ********************** previously employers COBRA program or "******" which ****************** is referencing. We are unable to provide further comment on that matter, as it is not in our purview, not mentioned in our materials, and not a product represented by Neo Insurance solutions. While we are not the sales agency and, therefore are not privy to ********************** interactions with her sales agent, we can confirm that both ********************** welcome email and electronic signature clearly denote her carrier as ************ Insurance Company.
  

  With respect to ********************** claim she was never sent a welcome email, we have provided the BBB a copy of ********************** welcome email, delivered to the same email address as the one used to file this complaint on 9/22/23, along with ********************** electronic signature, which clearly states the carrier for her program and includes clarifying language that the plan is supplemental only. 

• Initial Complaint

  10/29/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up with Neo Insurance Solutions for medical insurance in January 2023. I was misled to believe that this company offers full medical services, including prescription medication coverage, preventive screening and visits, as well as primary care physician visits. To my dismay, I soon realized that this company offers zero coverage for ANYTHING!! It provides no coverage for even simple medical visits and emergency services are not covered at all. I have incurred extensive costs with this company, paying approximately $455 per month for absolutely zero service! Even my flu shot and COVID vaccinations were not covered! I, unfortunately, could not cancel my coverage until open enrollment season. I have incurred at least $4550 in expenses (paying a premium of $455 per month for the last 10 months, from January 2023 until October 2023) for absolutely zero coverage. I am demanding reimbursement of this amount for lack of services initially promised by the insurance agent. THIS COMPANY IS A COMPLETE SCAM and should not continue to mislead people for services they do not offer!

  Business response

  11/07/2023

  We are sorry to read that **************** is dissatisfied with her service.

  Our records show that ****************** was enrolled in a supplemental fixed indemnity plan, dental plan, telemedicine plan, and Accidental Death an dismemberment plan by her agent ******************************* of ********* Health Advisors on 12/06/2022 through the Neo Platform.

  While we are not the sales organization or ****************** sales agent of record, we can confirm that ****************** reviewed and signed her electronic signature documents, which include her policy application and a schedule of benefits for her supplemental plan, on 12/06/2022. On 12/06/22, ****************** was emailed the login credentials to her member portal to review her policy documents, which she had the opportunity to do from 12/06/22 to 1/05/23 as her free look period. Our records further show that ****************** spoke to us twice on 4/17/23, the first call where she asked to cancel the plan, and the second call, thirty minutes later, asking to re-instate the plan and keep her active. Additionally, ****************** was made aware on 4/17/23 that she could cancel her plan at any time. ***************** contacted Neo insurance Solutions and requested a a cancellation on 10/30/23. Her policies were cancelled on 10/30/23.

  While no refund is due to ****************, as a courtesy, we are working with the ****************** carriers to gain approval to issue a one month refund in the amount of $455.72, which will be refunded to ****************** original method of payment. 

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩