Complaints

The 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:11/08/2023

  Type:Order Issues
  Status:

  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.

  In 2021 I signed up for insurance through SureMed , including a $100,000.00 life insurance policy for myself and my wife. The payments have been deducted regularly every month. I just discovered today that my $100000.00 policies were changed to $25000.00 policies last July. I cannot find any notice of the change. I was told today there nothing I can do about it. What a horrible thing to do. Now we're past the age where we could purchase anything reasonably priced for life insurance. Arghhh

  Business Response

  Date: 12/13/2023

  Good Morning,
  
  While the life benefits offered through a SureMed association membership were changed last year, every member received notices by email, mail, and through their member portal for a reasonable period of time.  In response to this particular problem, the consumer was emailed on 6/30/2022, had a notice posted in their SureMed member portal, and was sent paper mail to their address on 8/17/2022.  This notice provided the customer with, conversion rights for any life insurance coverage lost, which allows [the customer] to continue to maintain [their] original life insurance coverage amount. [They] have until October 1st, 2022, to elect this conversion right.  The notice then provided the customer with SureMed’s Member Services number to opt into this conversion right. 
  
  Best,
  
  Compliance Department
  Ideal Concepts, Inc.

  Customer Answer

  Date: 12/31/2023

  What is the information on this complaint?

• Initial Complaint

  Date:07/05/2023

  Type:Sales and Advertising Issues
  Status:

  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 as well as other insurance companies continue to harass and call me non stop. I want to be removed from their call list. I have no idea where they got my number from.

  Business Response

  Date: 07/11/2023

  Good afternoon,
  
  We had received this consumers phone number from one of our lead vendor partners websites, where it was submitted as part of a request for quotes/information on health insurance.   As a result, our company contacted the consumers phone number.  In accordance with their request, we have now added their number to our internal Do-Not-Contact list, so they should no longer receive calls from our company.
  
  Thank you,
  
  Compliance Department

• Initial Complaint

  Date:04/10/2023

  Type:Customer Service Issues
  Status:

  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.

  My mom has a critical illness policy through sure med. (I have POA papers sent over) She had a stroke in January. We turned in a claim to sure med and sure med is not doing anything with the claim. They said they have been switching over to met life since Jan. 1, 2023 for the critical illness claims. They said it's taking longer than expected to switch over and met life is not ready for them to send over claims. Sure med won't give a date when met life will start excepting claims. They told me not to reach out to met life, and the 2 times I asked them to reach out to met life for me they have refused. I told them I wanted a copy of my mom's policy. They said there is "no policy" because things are not finalized with met life yet. My mom has been paying this critical illness policy since 2016 so I don't understand why they say there is "no policy". They take money every month from my moms checking account, they dont miss a deduction, and now that she needs them they are not functioning properly and her claim is just sitting there. My mom is not able to work right now because of the stroke and she has bills. I'm being denied a copy of the policy my mom is paying for. I want solid answers and this resolved. I've made numerous calls to sure med. I have also reached out to met life who has stated its not true what sure med is claiming. Sure Med keeps claiming they are closer to being able to send over claims. But that time has never came and things don't seem to be making any progress here. Please help.

  Business Response

  Date: 04/28/2023

   In response to the complaint filed by *********************** (ID *********, we are currently working on a resolution. 

  Customer Answer

  Date: 04/28/2023

  [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:03/28/2023

  Type:Billing Issues
  Status:

  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 paying 80 dollars a month for this insurance I had critical illness claim in January they keep putting me off saying there still waiting to submit the claim to so other company. I was supposed to be paid 10.000

  Business Response

  Date: 04/25/2023

  I hope you are doing well.  In response to the complain filed by ********************* (ID *********), we are currently working on a resolution.  We were able to submit the members claim to the carrier (on 4/17/2023) and are waiting on them to process the claim in question.

• Initial Complaint

  Date:11/07/2022

  Type:Sales and Advertising Issues
  Status:

  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 06/08/2022 I spoke to Licensed Broker NPN#******** ***************** "*******" ***** about purchasing health insurance for my kids. She took payment information then emailed me confirmation of coverage with **************************** with a policy number, effective dates, and an attachment regarding my plan details. Over the next few months I provided this information to health care providers, only to eventually be told I never had coverage because *************** never completed the payment and registration on her end. This cost me large sums of money out of pocket to cover medical care due to her failure to process enrollment properly. I eventually got enrolled correctly two days ago, but that does nothing for my expenses that should have been covered if she did her job. No offer of reimbursement was made, only an apology which does nothing to alleviate my financial hardship.

  Business Response

  Date: 11/14/2022

  To whom it may concern: 
  
  Thank you for reaching out. We have completed the investigation of the complaint from **************. We have determined that independent agent ****** ************************* did not enroll **. ****** children in the plan they discussed during the initial sale on 06/08/2022. Independent agent ****** ************************* did eventually complete the enrollment on 10/21/2022 with **. ****** children being enrolled effective 10/22/2022. However, we recognize that this does not fix the initial issue of **. ****** children not being enrolled when they were supposed to be, resulting in out-of-pocket expenses. 
  
  As such, we will be issuing ************** a copy of the E&O insurance information for independent agent ****** *************************. ************** can file a claim against the agents insurance for the aforementioned out-of-pocket expenses.

  Customer Answer

  Date: 11/14/2022

  [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:07/16/2022

  Type:Billing Issues
  Status:

  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 have been charged monthly for the past 4 months by a company called Suremed. The charges are $85 each and i have tried to block them as a payee. They do not answer phone calls or emails and even though i have attempted to find resolution they continue to ignore me and charge me. I have started a merchant dispute with my bank hoping to find a solution. I cannot stress enough how poorly this company is run.

  Business Response

  Date: 08/05/2022

  To whom it may concern: 
  
  Thank you for reaching out. We have completed our investigation of the complaint from **************. We have determined that **************, though being instructed by licensed agent ***************************** that his ACA health plan and his SureMed  association membership are two separate products, appears to be misunderstanding how this solution was presented to him. 
  
  On June 2, 2022, ************** e-mailed SureMed Member Services in response to his monthly membership bill being generated for the month of June, stating that "[he] got duped into it." When ************** spoke to licensed agent ***************************** on March 1, 2022, licensed agent ***************************** advised ************** that for his enrollment into SureMed there was a $50 membership enrollment fee, that **. ****** monthly fee for the agreed upon membership would be$85/month, and that both charges are non-refundable. When asked if he understood and agreed to this information, ************** stated that he understood and agreed. Licensed agent ***************************** also played the SureMed Verbal Agreement for **************, and ************** once again stated that he agreed to the terms and conditions of SureMed. 
  
  Furthermore, on June 2, June 3, June 15, July 6, and July 18, 2022, ************** was given explicit and clear instructions by SureMed Member Services via email on how to cancel his membership. Despite this, ************** never followed through on those instructions, and instead claimed that he had already cancelled his membership. On July 19, 2022, ************** stated that he cancelled the card (i.e., for payment) that SureMed had on file for his membership. 
  
  We are unable to provide ************** with the refund. ************** was advised that the membership fees were non-refundable, acknowledged his understanding of such, and agreed to the SureMed Verbal Agreement prior to enrollment. 

• Initial Complaint

  Date:07/14/2022

  Type:Order Issues
  Status:

  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.

  In May of this year I purchased a membership pkg from ABHO( doing business as Sure Med for my husband and I. I was told and have it in writing that the first year of coverage was for $100,000 of accidental and then after a year we get $100,000 of life insurance. Then I received an email stating that due to a rise in underlying benefit cost they are forced to adjust the the membership benefits to prevent an increase in membership cost. That as if July 1st 2022 are benefits are cut in half. That means in a year are benefits will be 50,000 but if your in the age bracket of 55 and 65 then it goes down to $25,000.

  Business Response

  Date: 08/04/2022

  Hello,

  Upon reviewing our communication records it appears that customer ***************************************** has already spoken with SureMed Members Services to obtain the information she needed. Please note, that the Association Membership Terms & Conditions (which is are listed in the Membership Booklet and publicly available on the SureMed website) clearly state that Benefits are subject to change without notice. In the case of a material change of benefits, a notice may be posted on the website [https://www.suremed.com/memberterms],and if you are impacted, you may be sent an email. In this case, the member was sent an email on 06/30/2022 regarding the benefit change that would take effect on 07/01/2022, so she did receive notice of the change before the change took effect.

  Thank you,

  Alexander ** L**************

  Compliance & Privacy Officer

  Customer Answer

  Date: 08/07/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************************