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While I shouldn't be surprised this one really has screwed the pooch.
So I get a call from a client stating that they were concerned about not having their payment drafted from their account for Dec nor have they received the new policy information for 2016 from the same carrier.
So I call the carrier first thing this am to see what might be going on. In what turned into a rather heated discussion I found out that the client received a refund check for all premiums paid from March - Nov. The reason?!? The carrier received an 834 file stating that the client voluntarily terminated coverage.
So now on to the Marketplace.....
During that call it's determined that the client was being double billed for the 2014 plan that auto renewed even though a different plan and carrier was selected in 2015. Client called in to the MP to have them term the plan and the CSR termed both the 15 plans at that time vs. terminating the plan that the client had for the 14 plan year.
End result on that call was an escalation (30 days) to retro the plan back effective for the entire 15 plan year.
Problem is that
1) The client is heavily medically needy and now doesn't have a plan for the 2016 plan year beginning Jan 1.
2) I have just been screwed out of 2K in commissions.
Called carrier back and they told me that they did a mass termination in Nov for all 834's.
Had the carrier updated 834's upon receipt we would have been aware of the issue and none of this would be happening now.
I wonder how many others out there will run into this....
So I get a call from a client stating that they were concerned about not having their payment drafted from their account for Dec nor have they received the new policy information for 2016 from the same carrier.
So I call the carrier first thing this am to see what might be going on. In what turned into a rather heated discussion I found out that the client received a refund check for all premiums paid from March - Nov. The reason?!? The carrier received an 834 file stating that the client voluntarily terminated coverage.
So now on to the Marketplace.....
During that call it's determined that the client was being double billed for the 2014 plan that auto renewed even though a different plan and carrier was selected in 2015. Client called in to the MP to have them term the plan and the CSR termed both the 15 plans at that time vs. terminating the plan that the client had for the 14 plan year.
End result on that call was an escalation (30 days) to retro the plan back effective for the entire 15 plan year.
Problem is that
1) The client is heavily medically needy and now doesn't have a plan for the 2016 plan year beginning Jan 1.
2) I have just been screwed out of 2K in commissions.
Called carrier back and they told me that they did a mass termination in Nov for all 834's.
Had the carrier updated 834's upon receipt we would have been aware of the issue and none of this would be happening now.
I wonder how many others out there will run into this....