Health Insurance
TrueCoverage, LLCThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 14 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:02/15/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called to see about the $6400.00 to help pay for groceries, gas, bills, etc,on December 12, 2023. I feel that I was mislead into a $0 health insurance policy that I thought was part of the program, effective January 1, 2024. I want to cancel the policy , and I've tried, but the true coverage agents just keep giving me the run around. I never received any of the $6400.00. I would like some assistance with this problem. I feel that this company is committing fraud.Business Response
Date: 03/15/2024
*** *******
We reviewed your information and have reconfirmed that on December 12, 2024, you contacted TrueCoverage inquiring about obtaining a health insurance policy. After receiving your explicit consent, we processed your application accordingly. During the conversation, it was never mentioned that anyone would receive $6400 payments.
We sincerely apologize for any confusion. We successfully assist thousands of customers every day and it certainly is never our intention to inconvenience anyone at any time.Warmest Regards,
**** ******
*** ******** ****************** *********
Business Response
Date: 03/26/2024
*** *******
We listened to the phone call recording and processed the application accordingly to your explicit consent. There was never any mention of $6400 during the conversation.
Warmest Regards,
**** ******
*** ******** ****************** *********
Customer Answer
Date: 03/28/2024
Complaint: ********
I am rejecting this response because: I don't care what you heard on the recording, I DO NOT WANT THIS HEALTH INSURANCE POLICY!! I want this policy CANCELED IMMEDIATELY!! That's all I want from your company!
Regards,
****** ******[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]Initial Complaint
Date:01/17/2024
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 1/17/2024, this business lied to me to gain my personal information and fraudulently enroll me in an unwanted insurance policy, they received my name ,dob, address, and social security number, no money was asked forBusiness Response
Date: 03/19/2024
*** ******
We reviewed your concern while applying for a health insurance plan on January 17, 2024. You had questions concerning the subsidies that were still unanswered before the call disconnected. We apologize for any inconvenience this may have caused you and have processed your request to be added to the Do Not Call list. We wish you well in your future endeavors.
Warmest Regards,
**** ****** | Sr. Director Quality AssuranceInitial Complaint
Date:01/16/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I gave my info. to this person ***** ******* ********* **** *********** ***************************** Three phone numbers were used by them to conduct this. How can I stop them from using my information?Business Response
Date: 01/26/2024
We sincerely apologize for the confusion. We assist thousands of customers every day and it certainly is never our intention to inconvenience anyone at anytime. We have added you to the Do Not Call list and we wish you the best in all of your future endeavors.Initial Complaint
Date:01/16/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was told I would be receiving Insurance and I didn't have to pay anything do to my income. That my insurance would cost zero dollars a month. The young man then told me I qualified for around 707 dollars or subsidy from my tax credit and that I would receive a card in the mail I can use towards bills, food and medication if needed. I then later found out this was A fraudulent contract agreement. The insurance was taking my subsidy without my permission and applying it to the insurance premium which was not the stated agreement by the young man. This contract was set up on 12/21/2023. I received notification two weeks later that they had taken my tax credit with out my permission for the insurance premium for the month of January 1, 2024 it said $677.46. True Coverage committed to provide me with free Insurance coverage. Insurance coverage that cost me nothing due to my income at the time. The nature falls under fraud cause I never agreed to use my subsidy for the insurance. He told me I didn't have to pay anything and any company he found would have to agree to the like terms of a 0 amount payment due to my income. I contacted the companies TrueCoverage LLC and ******** ****** to cancel the contract cause it was set up under false pretenses. They both said they canceled Insurance. Ambetter Health stated they was filing a fraud claim regarding the issue, but processed to ask questions regarding my health. They never stated If they was refunding any funds taken without my consent. TrueCoverage has the advertising all over media regarding a subsidy settlement given to you on a card for bills, food or medication. I first saw it through the Facebook media site. Then to confirm I researched it through the web site and contacted them directly.Business Response
Date: 03/19/2024
Ms. **********,
We reviewed your concern while applying for a health insurance policy on December 21, 2023. We confirmed the TrueCoverage Agent mentioned you were preliminarily eligible for a monthly tax credit (subsidy) of $707. The monthly premium was $0 and we received your consent to process the application to enroll in a health insurance plan.
The subsidy is a monthly premium payment made by the government directly to the insurance carrier. Therefore, because the customer is not part of the exchange of monies to pay for the health insurance premium, there are no refunds due to the customer. We sincerely apologize for any inconvenience this may have caused you.
Warmest Regards,
**** ****** * *** ******** ******* *********Initial Complaint
Date:12/22/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Yesterday 12/22/2023 I filled out an application with truecoverage with the guy ******** **** case manager and promised me a subsidy check and this lady today said she dont have no idea what i was talking about! And also the fact they misgendered me as female and clearly im a dude!!Business Response
Date: 01/26/2024
On 12/20/2023 at 2:23 pm, this specific customer called our phone lines as a third-party consumer initiated inbound phone call and inquired with our TrueCoverage Agent about obtaining health insurance coverage. The Agent read all of the scripts and disclosures verbatim and received consent from for all aspects of processing the application and enrolling into a health insurance policy. The customer consented to every question, therefore, it is confirmed that he wanted and received a health insurance policy effective 01/01/2024. The agent mistakenly marked the customer as female on the application created on 12/20/2023, however, it was corrected on 12/23/2023 in which gender was changed to male. At no point during the call, agent mentions anything related to a subsidy check.
Please feel free to contact me if you have any questions.Customer Answer
Date: 01/26/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***** ****Initial Complaint
Date:12/11/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On November 30th 2023, I was calling for the stimulus package the government was offering, and the number I was provided sent me to this company. I was told by ******** ****** that I was going to be getting a stimulus package of $1730.54 monthly to cover gas, groceries, and bills. I was also getting a medical coverage from ***** effective Jan. 1 2024 with a $0 premium. I was told that this was from the Stimulus program to help the middle class stuck in the middle financially and medically, and we took the offer and I had to provide the SSN for my ENTIRE family to be Automatically qualified. I told her my children already had medical coverage from ********** and she said it was fine. We signed up due to the prior knowledge presented to us, and after a few days I became skeptical and reached out to ******** on December 11th 2023 to clarify what we were getting and the call was automatically sent to voice-mail. I called the business number and was told that the information presented to us was NOT accurate, and I immediately went to cancel my policy.
My concern is my family's personal information (SSN most importantly) is in their system and im worried for potential fraud due to already being misled and lied to.Business Response
Date: 12/18/2023
On November 30, 2023, Mr. ******** contacted TrueCoverage Insurance inquiring about the federal subsidy to assist consumers with purchasing health insurance. Mr. ******** was under the impression that this was a stimulus package that would assist in purchasing medical coverage, gas, groceries, and bills.
We are very sorry for any confusion or inconvenience we may have caused you. We assist thousands of customers every day with their healthcare needs and the last thing we ever want is for someone to be dissatisfied with their policy.
Our TrueCoverage team sincerely hopes you find the health insurance coverage you need and want to thank you for attempting to do business with us. Once again, our sincerest apologies and we have honored your wishes by removing your information from our systems and added you to our "do not call" list.
We wish you the best in your future endeavors.
Warmest Regards,**** ******
Sr. Director Quality Assurance
Customer Answer
Date: 12/21/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
**** ********Initial Complaint
Date:10/30/2023
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company is advertising $6400 for individual that need assistance with health coverage. Once I reached out they tried to sell me a low cost health coverage. I am complaining because they are using foul advertising practices. I’m sure this is just the tip of the iceberg. Stop them now!!!Business Response
Date: 11/14/2023
The consumer contacted TrueCoverage on 10/30/2023 @ 4:52pm and spoke to TrueCoverage Agent for 1:33 min (1 min 33 sec). The consumer stated he already has a Marketplace Policy thru ******* ****. The Agent asked if he would like for him to assist him further and see if there is a better policy. The consumer stated, "yes". While the Agent was waiting on the system to load, the consumer stated, "Also called about the subsidy towards help paying it". The call disconnected.
The consumer called back on 10/30/2023 @ 5:13pm and spoke to a different agent for 0:16 min (16 seconds). He asked, "What's the name of this company?" The Agent responded, "TrueCoverage" and the call disconnected.Initial Complaint
Date:09/29/2023
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
TrueCoverage, through their contracted third party marketer, has called me numerous times despite my number being registered on the national Do Not Call list. The marketer uses deceitful practices, such as changing the phone number shown to the transfer agent so that they do not see the DNC number. I have been transferred to several TrueCoverage agents and received an email as evidence from one agent. TrueCoverage denies all claims even though I have provided proof and transcript from said phone calls. Their call centre argued with me when I asked not to be called further and even threatened to call me again and again if I did not complete the transfer. I believe, given other complaints made against TrueCoverage for TCPA violations, that they are fully aware of their contracted call centre practices and despite being vicariously liable for those calls, simply deny any responsibility.Business Response
Date: 10/30/2023
TrueCoverage uploaded response to complaint made by Ms. ******
We have investigated your complaint alleging receipt of certain illegal calls made to you by or
on behalf of TrueCoverage. We concluded that we did not initiate the alleged calls, either
directly or indirectly through a third-party contractor. We have advised you of this by letters
dated 8/24/2023, 9/1/2023, and 9/12/2023.
You provide an email supporting your complaint from a TrueCoverage agent dated March 3,
2023. As we have previously advised you, that email was sent in response to a request from a
phone number that was neither on the DNC list, nor identified by you as having been among the
allegedly violative calls.
We regret we are unable to assist you further regarding this complaint.Customer Answer
Date: 10/30/2023
Complaint: ********
I am rejecting this response because:As I have informed the company, their contracted third party was changing the phone numbers before the transfer agent saw them. I have given them detailed transcripts from at least one phone call, which they can easily verify with their own recordings. This is not the first time True Coverage has violated TCPA laws, as any simple search will show. Bottom line is that I was called multiple times without my consent and transferred to True Coverage, who through the unscrupulous and misleading practices of their contracted lead company, deny any wrong-doing despite being vicariously liable for those calls.
Regards,
*** ******[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]Initial Complaint
Date:09/26/2023
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Falsely advertising a savings benefit card that you can use to purchase groceries or pay rent get gas. However I never received it and the agent has not responded to any of my calls or messages. I specifically signed up for this for this card onlyBusiness Response
Date: 11/08/2023
Ms. *******,
This response is in reference to the complaint issued by ******* *******.
Ms. ******* contacted TrueCoverage Insurance inquiring about the $1400 rewards. At the beginning and the end of the call, the TrueCoverage agent explained that he only had the ability to sign Ms. ******* up for a health insurance policy and she would need to contact the insurance carrier for any additional benefits.
Please feel free to contact me if you have any questions or need any additional information.
Warmest Regards,
**** ****** | Sr. Director Quality AssuranceInitial Complaint
Date:02/09/2023
Type:Sales and Advertising IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
True Coverage Healthcare has been texting me without my consent. I am on the DO NOT CALL List. I have reached out to them to settle this amicably, with no response from their legal or compliance dept.
When I called the number sent in the illegal texts to me, I was greeted by one of their paid operators from their call center saying "Hello, this is True Coverage Healthcare."
These illegal texts are a violation of the TCPA laws.Business Response
Date: 02/11/2023
Dear **** *********
Thank you for contacting us
about your experience. TrueCoverage is an Insurance Agency that
specializes in finding affordable insurance coverage for individuals and
families.
There are multiple marketing companies reaching out to consumers expressing interest in insurance and doing so on behalf of multiple insurance carriers, agencies, and agents….We sympathize with your experience but do not show a call from you or to you from TrueCoverge or any of our third-party marketing partners. The screenshots you provided do not show a phone number that belongs to or rings to TrueCoverage.
Sincerely
****** ************
*******
************************************Customer Answer
Date: 02/13/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
**** *********
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