Velapoint Agent: Kathy Canlas Never submitted my application for Health Insurance and will not help or return my calls Hillsboro Oregon
In early December I used the Colorado Association of Realtors website to find a vendor to assist me in the purchase of an individual health insurance policy. On December 9, 2013 I contacted Velapoint and was referred to Kathy Canlas (Agent ID1573622). Kathy assisted me in getting a quote from Humana regarding some policies that would meet my needs (email attached) On December 10, 2013 I submitted my application, via email, to Sarah Hopkins in the underwriting department (email attached) and also emailed Kathy Canlas to indicate my application was submitted. I had several questions regarding my application that were never answered.
Over the next several weeks I attempted to contact Kathy Canlas and Humana regarding the status of my application. Kathy replied once to a voice mail and indicated I was covered effective January 1, 2014. Humana’s agent simply told me that my application was likely backlogged and they could not give me a status. On December 31, 2014 I email Kathy Canlas (email attached) and Sarah Hopkins (email attached) asking for their help in confirming my coverage. On January 2, 2014 I spent over 2 hours on the phone with Humana trying to find out the status of my application and to confirm coverage.
On January 2, 2014 I left Kathy a voice mail begging her to help me and also sent an email asking for her help. (email attached) On January 2, 2014 Kathy emailed me confirming that I had coverage effective January 1, 2014 (email attached) On January 3, 2014 I replied to Kathy’s email, expressing my concern and telling her I was cancelling my existing policy to avoid paying 2 premiums in the month of January. I received NO RESPONSE Over the next several weeks I attempted to confirm the status of my coverage with Humana and was told I had to work through my agent. None of my phone calls to Kathy were returned.
On January 23, 2014 again I attempted to contact Kathy and got no response. I asked to speak with her supervisor and then his manager. None of my phone calls were answered and none of my messages returned. The customer service representative that assisted me sent an email (copy attached) asking someone to please contact me regarding this issue. No one from Velapoint has tried to contact me. On January 24, 2014 I attempted AGAIN to contact Kathy’s supervisor or manager and spoke with another customer service representative, Laura Sanders, who agreed to do whatever it took to help me. Laura was the only one at Velapoint that tried to help me We spent over 2 hours on the phone and eventually found someone at Humana to help me.
We discovered that my application had never been received, the only record that Human had of my name was that Kathy had requested a quote from them back in December. The representative at Humana gave me 2 options. I could have Velapoint resubmit my application and they would review it and possibly give me coverage back to January 1, 2014 but that there was no guarantee. The other option was to apply right then on the phone for an effective date of March 1, 2014. I chose the 2nd option because of my fear that I would again have to go through this awful experience and still not have coverage. To date neither my agent or any of her supervisors have contacted me in an attempt to rectify this problem.