By Woodrow Wilcox
On January 6, 2017, my boss gave me a printed copy of a phone message from a client who lives in Lowell, Indiana.
The client was upset with our agency. He accused us of not sending the letter to cancel a policy which he signed. The letter was to cancel a Medicare supplement insurance policy as of January 1, 2017 because he had bought a new policy from a different company which would be effective on that date. But, the old insurance company did not cancel the policy and drafted his bank account in January.
The founder of our insurance agency ordered me to research and respond to the client’s angry phone call. I was on hold about a half hour to talk to one of the representatives of the insurance company. The insurance company acknowledged getting the letter to cancel on December 6, 2016 but claimed that it temporarily “lost” or “misplaced” the letter to cancel the policy because the insurance company was very busy transferring information from one computer system to another. The representative apologized for hurting our client and promised to fix the problem and refund money to our client right away.
I explained all this to our client in a letter. I asked the client that if he had told anyone that he was upset with our agency for this problem, then I’d like him to tell those same people that our agency did not cause the problem. I asked him to put the blame where it belonged – with the insurance company. Please, don’t blame us for something that we did not do and over which we had no control.
Note: Woodrow Wilcox is the senior medical bill case worker at Senior Care Insurance Services in Merrillville, Indiana. He has saved clients of that agency over one million dollars by fighting mistakes and fraud in the Medicare system. He has saved senior citizens over one million dollars by fighting mistakes and fraud in the Medicare system. He wrote the book SOLVING MEDICARE PROBLEM$ (www.SolvingMedicareProblems.com) and posts articles at www.WoodrowWilcox.com.
© Woodrow Wilcox 2017