Ha!
I began experiencing trouble with their customer service right away. It was clear that the organization's president, Sara Horowitz, used lots of nice words that had no actual meaning. She wrote to us about their commitment to better customer service and how glad she was that people kept them accountable... then did nothing to improve anything, and ignored our letters.
To be more specific, I'll use my current example.
They made a math error on my August bill. I had overpaid for two months, and they owed me a refund. Instead, they charged me again. I began politely e-mailing; they refused to acknowledge the problem. They told me to call-- I did, and was put on hold for MORE THAN ONE HOUR, then hung up on.
You'd think that would be enough torment, but no, I called back-- and got hung up on again.
I e-mailed several times. Here's the main point I made:
I overpaid for two months at $1067.49 (total: $2134.98) when my plan cost $683.65 (total: $1367.30), so I should have been credited a total of $767.68. That would have meant one month (my 8/15 invoice) where I didn't have to make any payment, plus a credit of $84.03 toward the following month. Instead, I was charged $299.81, which means that only half of my overpayment was credited. Or I was charged for an extra month. Either way, I do not have a credit for the full $767.68 that I overpaid.
They have ignored me for weeks. I wrote again to let them know I had been on hold more than an hour, and asked them to call me instead. They did not.
Then-- surprise!-- they sprang a fast one on their members. They decided not to provide health insurance through other providers anymore. Instead, Freelancers Union would be its own health insurance company... with higher premiums and fewer benefits than members had in the past with other companies. No choice: all of us would be dropped from our current plans at the end of December. Hey, thanks for the notice!
Even people who had just registered for Freelancers Union last month specifically for the health plans offered were not informed that they would get only one month on the plan they selected, then be forced to switch to the (for-profit) plans offered by the brand new "FIC" (Freelancers Insurance Company).
So here I am on hold again. I'm typing this as I wait. So far, it's been 28 minutes. I think I'll go make lunch.
Here's a link to read more in the meantime: http://upsetfu.blogspot.com
UPDATE: After I stayed on hold for 31 MINUTES, they hung up on me again. Nice system!
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Here in UK we have a 'recorded delivery' - where the recipient has to sign for getting the letter. If USA has something like it, it might get your problem sorted - threaten taking the matter up with a lawyer.
ReplyDeleteJenna, you need to start talking with the State Banking and Insurance Commission in NY. You also need to share with FU the fact that you've opened communications with the Banking & Insurance Commission... you might be surprised how quickly they respond after hearing that.
ReplyDeleteBest of luck resolving your problem.
Heather
Hey Heather,
ReplyDeleteDumb question alert: I'm Googling around, but can't find anything useful... how do I find contact info for the State Banking and Insurance Commission in NY?
Sonicmur, you're right. I definitely should send a certified letter next.
One of the things that always scared me the most about leaving the "real job" and doing just the writing and/or art has been the iffy health insurance. We had insurance through the Ebay Powersellers benefits package for a while, and it was an absolute nightmare.
ReplyDeleteMy employer-paid (well, sort of) insurance seems more stable, at least in terms of paying the premium. When there is a problem, I can whine face to face with human resources and they deal with the company.
I know the ASJA offers health insurance, though I don't know if it's any good or not.
Good luck. Dealing with that sort of thing really sucks.
I work for the Louisiana's state Department of Insurance and we have complaints department for the consumer to contact when the company and/or agent is screwing up. Sounds like what is going on here. So my recommendation is to go to your state's Department of Insurance. I'm assuming you live in New York from a previous comment, so here's the website: http://www.ins.state.ny.us/
ReplyDeleteYou can also make sure the new entity is licensed to do business in your state and what kind of ratings they have. (Given what you have reported personally experiencing, I wouldn't be surprised if those are low.)
Good luck with that...from having dealt with various financial institutions over the phone, I imagine your battle is far from over with these people.
ReplyDeleteIt took at least 6 weeks for the mortgage company to set it up so I could give them *more* money...try to figure that one out.
You might want to look into joining the National Association for the Self-employed. The provide health insurance through Mega Insurance. A great variety of options. Best of all, I do all of my changes through my local insurance rep. No 800-numbers for me! Anne
ReplyDeleteMy husband went into Medicare and five months later, Freelancers Union still does not have the correct paperwork or continuation enrollment in my name despite paying them the required monies.
ReplyDeleteI've called so many times, waited on the phone sometimes (and stupidly) 25 minutes to only get someone who knows nothing about their policies but promises to have someone call you back. It's despicable and they should be put out of business. Every call they say they'll have someone return the call, or they understand and the correct paperwork will be sent out. 5 months later, the same errors.
There should be a class action suit created against this very corrupt organization.
Bit confused. There are two organizations involved here, I believe. Freelancers Union (a non-profit social network organization that is free to join) and the health plan they contract with, which you sign up for separately (i.e., United Healthcare's Golden Rules plan). Which one of the two organizations is not working with you to get your over payment refund?
ReplyDeleteOnly the health plan is required to file with the state Insurance Regulator.
Randy, I wrote this post in 2008, when Freelancers Union was neither free to join nor separate from the health plan. (Please note what I wrote in my post. They decided to screw everyone and start their own for-profit healthcare company, with higher premiums and lower benefits than any of their other providers, and gave us no choice-- we were all to be automatically switched to their own plan.)
ReplyDeleteThey had the worst customer service I've ever encountered and repeatedly screwed over their members to the point where I couldn't believe they survived... many of us jumped ship and sought health insurance elsewhere (I'm with Media Bistro now). I believe Sara Horowitz is unethical, and mine is far from the only horror story to come from that organization.
I just got off the telephone from a second 30 minute wait with FI "customer service". They are changing providers again (it is an annual event) and since some of my treatments now need pre-certification, I called to find out where and how. Seems the easy part is changing and telling us that the pre-cert is needed. The hard part for Sara H and her merry band is getting the right information to us. The customer service reps have been provided with information on filing grievances and complaints, but little things like filing pre certification seemed to have slipped through the cracks. I once spent two months fighting them over a bill for the ER for my son--it was covered but they refused to pay. Finally, I went online and filed a complaint with the NY State department of consumer protection and FI paid up right away. I have always found it fitting that their abbreviation for "Freelancer's Union" which they use often is "FU". I think that sums up their attitude toward their membership. Any one know what Horowitz did prior to finding this latest scam to run?
ReplyDeleteI totally agree with this, I have never met with such incompetence. These people are complete crooks. I have been unable to pay my bill online for a month now and have sent numerous e mails to a variety of customer service departments to no avail. Does anyone have a direct line to their management? And does anyone have recommendations as to alternate carriers? Thanks so much
ReplyDelete