ComplaintsforBEST Life and Health Insurance Company

• Initial Complaint

  11/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Best Life insurance refuses to provide any reimbursement for services rendered 7/16/2024 (details attached in PDF). I signed up for the dental coverage via ****************************** and at the time I signed up, there was an ********* stating that intermediate restorative services (fillings) were covered at 70%. When my daughter received services, the dentist used composite fillings (that is the only type of fillings they use at the dentist who is in-network). We received an explanation of benefits followed by a bill from the dentist for $600+ for four fillings. The coverage the policy lists only covers composite fillings for anterior (or the front of the tooth), not posterior. The claim to only cover amalgam fillings for posterior. Other insurers will at least reimburse the dental provider the difference of amalgam reimbursement vs. composite reimbursement, not just flat out deny the services. It also makes no sense as to why they would cover only the front side of the tooth for composite and back of teeth are denied for composite. It just looks like they are trying to find a reason to deny care with trivial exceptions and covered codes buried in a 30+ page policy. Again, the ******** when signing up doesn't list any exceptions for composite fillings or I wouldn't have chosen the policy to begin with.

  Business response

  11/08/2024

  BEST Life and Health has received and reviewed the inquiry of this consumer.

  Due to federal privacy legislation and the information necessary for an adequate response, we are unable to respond within the Better Business Bureau's system.

  We have mailed a response directly to the consumer.

  Sincerely,

  Customer Service

  **********************

  Customer response

  11/11/2024

  I have not received any mail from Best Life yet. I would like to keep this complaint open until correspondence is received.

  Business response

  11/12/2024

  The member is requesting that we offer coverage beyond the terms of the purchased policy, which we are unable to do.

  We are unable to supply any further information within this response due to federal privacy legislation.  We have mailed a letter of explanation to the member.

  Sincerely,

  Customer Service

  BEST Life and **********************

  Customer response

  11/12/2024

  The insurer can cover whatever they deem appropriate. To say they cannot accommodate a downgraded payment for services rendered is absurd.

  If the patient in question received amalgam fillings, the services would have been covered. My dental provider does NOT use amalgam, IS in network, and therefore should be reimbursed for the same service (filling of posterior teeth) regardless of material used (composite vs. amalgam), even if it's at a reduced rate (what they would pay if my dentist used amalgam fillings).

  Downgraded reimbursement is common amongst other insurers so I'm not sure why ******** chooses to refute the request. 

• Initial Complaint

  10/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an insurance plan with this company and in August, I cancelled the plan. Despite me cancelling the plan, they continued to auto-draft payments from my account. I didn't receive notice that I would still be a member until I emailed customer service. I was also informed by customer service that despite being able to enroll in autopay, there was no option to opt-out of the autopay. This is confusing and unfair to current and future enrollees who may opt-out of coverage. Being able to sign up for an account, enroll in autopay then not being able to access the account again without creating a new account and losing access to your previous autopay plan is convenience that shouldn't be upheld nor tolerated.

  Business response

  10/28/2024

  BEST Life has reviewed and resolved this member's complaint.

  We sent an email to this member at the email address we have on file on 8/13/2024, notifying her that the previously established automated payments would continue unless contacted.  The notification advised to contact our **************** staff in order to cancel automated payments.  Based on this inquiry, we did review the account and have mailed a refund check in the amount of $209.26 on 10/25/2024.  This refunds all monies for coverage previously paid for the time period after August 10, 2024. This item was mailed to the address on file, which matches the address listed in this inquiry.

  Regarding the account portion of this, our members can create an account online and they will not have to create a new one to access their information.

  We appreciate this member choosing us for her dental coverage needs.

  Sincerely,

  ****************, **********************

• Initial Complaint

  10/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When offered Dental Insurance through Marketplace when I did my Taxes at the end of December 2022 & December 2023 when asked by Marketplace online if I wanted Dental Insurance I clicked No. The reason being firstly that I had not ever received a membership pkt with the information I needed to be seen by a dentist. I attempted several times and actually spoke to ***resentatives of Best Life on 3 different occasions of which they deny, who promised to mail and email my pkt to me which never came. Finding that proof of those calls is more difficult than you can imagine with cell phone records all being in digital format these days. Secondly after several failed attempts to receive my membership pkt and though I declined wanting insurance any longer they continued to withdraw funds each month. I called again on 9/27/24 and told them to close my account. The *** tried to talk me out of this decision and upon investigation of my account said my account was terminated on 7/17/24 due to the payment increasing from $31.16 to $35.39 which I wasnt notified of and which seemed to be going to Marketplace which she would transfer those funds of $62.32 to my account but I would owe the outstanding balance of $8.46 to bring it current. I was pretty upset by this as I have more than paid my share of money for absolutely no service at all! I told her to close my account and refund at least the $62.32 and she said she couldnt do that either because she had already transferred it from the Marketplace account to my ******** account. I spoke with *** ***** ****** from Marketplace and explained everything to him, he said their records reflect that I declined and terminated dental coverage and the story ******** said about my funds being transferred from Marketplace is untrue as they do not handle payments of any sort. He did a 30 day escalation to look into this for me and Ive attached a photo of the letter. This is a terrible way to take advantage of seniors who struggle these days

  Business response

  10/08/2024

  We apologize for any miscommunication regarding this account.

  We did mail a Welcome Letter, which includes information on the account and a Member Identification card, in November of 2022 (when the consumer first enrolled in coverage with us).  During that same month, automated monthly payments were established by this customer and those payments have continued through September of this year.  We had no record of previous contact from the customer to terminate those payments, therefore coverage did continue.

  On September 27 we were contacted and we terminated the automated payments.  Today (October 8), we did process a refund in the amount of $654.36, which represents the amount paid for coverage beyond December ******* which appears to be the termination date requested.  This refund is a mailed check, mailed to the address we have on record (matching the address included within this complaint).  The arrival date of the check is based on **** delivery time frames, but if not received within the next ***** days, we can be contacted for an update.

  We apologize for any inconvenience to this customer and are sorry to see you leave our membership.

  Sincerely,

  Customer Service

  **********************

  Customer response

  10/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ********
  
   
  

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Best Life and Health continued to deduct premiums from my account after cancellation for 18 months. I was told I should have been informed by the marketplace that I needed to contact them directly to cancel payment. I have an email from Best Life and Health from Jan 6th of 2022 saying they were notified of my cancellation and I should call them to re-establish coverage. This is a direct quote from their email, which would have me believe I have nothing further to do and would only call to re-establish coverage."We have received notification from the exchange that your BEST Life dental coverage ended on 12/31/2022. If this was not your intention, please give us a call at ************ so we can enroll you for 2023 coverage. If you would like to learn more about our dental plans, go to bestlife.com/exchange.We thank you for being a valued customer and we sincerely hope that you choose to stay with us for the coming year."In talking with customer service, I was told that because I did not call Best Life directly to cancel, they automatically re-enrolled my coverage and have been deducting $25.01 per month for the last ************************************************************************* viewing past invoices beyond 1 month. But I can provide bank statements and email receipts.The customer service representative I spoke to was very nice and sympathetic, which I give them credit for. But it is wrong for a company policy to be so deceptive and trick customers into staying with them.

  Business response

  07/16/2024

  We have reviewed and resolved the consumer's inquiry.

  The consumer enrolled in automated, monthly payments directly with us in February of 2022 in order to pay monthly premium.  While the enrollment of coverage was terminated, we did not receive any communication to discontinue those payments, and coverage continued to renew monthly as payments were received.

  We have terminated that renewed coverage, with a termination date now at 12/31/2022.  We have mailed a refund in the amount of $450.18 today.  This amount represents all monies received for the coverage beyond the termination date.

  We apologize for any miscommunication regarding this matter, and appreciate this consumer's choice of BEST Life for their dental coverage needs.

  Sincerely, 

  Customer Service 

  **********************

  Customer response

  07/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****
  
   
  

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for Best Life and Health dental insurance with marketplace for 2024. I just realized I am being charged twice a month since February 2024. I was also charged $77 in Feb and $77 in March. ******* was the only payment I have missed bc I set up auto draft after that. So I shouldnt have been charged $77 in March. I am attaching my bank statements so you can see. I am asking for a reimbursement of $231.06 for the amount of the double charges. Also, I need the company to stop charging me for one of the extra charges which is an auto-draft.

  Business response

  06/07/2024

  BEST Life and Health has reviewed and resolved this member's inquiry.

  The member had established duplicate automated payments with us and those were creating the credit on her account.  We spoke to her today and resolved this to the member's satisfaction.

  We thank her for choosing us for her dental coverage needs.  She can contact us at ************ Monday through Friday from 8:00 AM to 8:00 PM Eastern Time with any further questions.

  Sincerely,

  Customer Service

  **********************

  Customer response

  06/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  05/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  December 31st 2023 I canceled Best life, health and dental insurance. I had set up an auto pay through bank my during my 2-year stint with them. When I had contracted a new insurance through ********** Blue shield I modified the bill pay to direct it to ********** Blue shield with the account number and their name on each check going out after I had made the initial payments on their website. What I failed to do was change the address and it continued to go to best life insurance in ****************************** starting in April and was not noticed until I received determination letter from my insurance for non-payment. I sent two checks to best life in error. The checks were made out to Arkansas ********** Blue shield and when I contacted Best Life (***) he told me that was my error and my bank's error not their error, that I was not going to get my money back most likely. I have never dealt with anymore unscrupulous company as this company. I contacted my bank and they were flabbergasted as well. Telling me there was not anything they could do because the checks had already been cashed. I contacted best life again thinking a different representative might end up seeing it differently and give me my money back. However, when I called them again it was ***, again, and he hung up on me when I asked if this was accounting. I would like my $200 back that I had sent them (I sent two checks of $100 each). *** in accounting, not a joke, saw that I had terminated the account on December 31, 2023 and also said he saw the two checks that had been cashed. Again. I want that money back now. It's not their money. It wasn't even their name on both checks.

  Business response

  05/31/2024

  This member's complaint has been reviewed and resolved.  

  In reviewing the account it was determined that due to past overpayments, the total amount of credit on the account as of the December 31, 2023 coverage termination date was $334.32.  We had started processing that refund on May 30, the date the member first contacted us.  We apologize for any misinformation or discourteous communication from our **************** staff and will investigate that to ensure it does not continue to occur.

  A refund in the amount of $334.32 has been processed and will be mailed on June 3, to the address we have on file (which matches this member's address listed in this complaint).

  If there are any questions, please contact us at ************, or at ***************.   We appreciate this member choosing BEST Life and Health for their dental coverage needs.

  Sincerely,

  ****************

  **********************

  Customer response

  06/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I terminated my coverage with this company in December 2020. Since then they have been charging my account monthly. There was no notice through the health insurance marketplace, or any other venue that I should have directly contacted them to stop the automatic payments these automatic payments continued to come out despite my not enrolling in their insurance program and not having taken any benefits whatsoever their representative claims that I need to dispute this through the health insurance marketplace of which there is no option I demanded a refund and was refused. The person told me there was nothing they could do about this that they operate in 13 states and cant possibly keep an account of everyone who should be charged and who shouldnt be charged I believe this is fraudulent and at best negligent financial behavior in light of the many many complaints ahead of me it seems this is not going to change the company continues to operate in this manner and has done nothing to resolve this issue

  Business response

  04/16/2024

  Our response is:

   

  BEST Life and Health has reviewed and resolved this members issue.

  Due to the information needed for a full response and privacy rules, we have emailed the member with a full response and are unable to give that detail in this response.  The response to the member does include information of a refund that has been processed to him.

   

  Sincerely,

  Customer Service

  BEST Life and Health Insurance Company

  Customer response

  04/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  01/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I want the business to honor the dental coverage I signed up for as advertised through the Marketplace Insurance website. I THOUGHT I had enrolled in dental insurance that covered major and minor services because Best Life listed the services as covered at NO CHARGE. Therefore, I canceled my COBRA dental after enrolling in the dental services. Later, I was told major dental services were not covered at all. This was very upsetting and alarming because I cannot re-enroll in my COBRA dental plan I had from my previous employer even though I have asked three times. I canceled my dental with my previous employer's COBRA plan under false pretenses from Best Life. When I realized I had made a life altering decision based on false information provided to me by Best Life, I reached out to the *** of Best Life ( *********************) on LinkedIn. He stated the was advised there may be a problem with the link and that ***************** would be reaching out to me. I advised ***************** of my issue, and after *** looked into the matter, he advised the information presented to me on the Market Place website was incorrect and that I was not covered for major dental work. However, he said I could file a dispute to try to get it covered should I need to have major dental work. *** also advised that I could get my COBRA dental back, but I told him my previous employer said due to COBRA laws, I cannot. Best Life never took responsibility for their false advertisement on the Marketplace website and the adverse effects it had on me as a consumer because i made a decision based on that false information and am now negatively impacted. After realizing *** would not take ownership on the behalf of Best Life, I reached out to ********************* again and asked if the company would honor what I signed up for on the Marketplace website where they advertise and sell their dental insurance, and I have not gotten a response. I am not asking for a refund. I am asking Best Life to honor what I signed up for on the Marketplace website as advertised and listed on Marketplace website. I would never have canceled my COBRA dental for the sub par coverage I am being told I have for minor dental work only. I have attached what was advertised and displayed on the Marketplace website would be covered. I am asking Best Life to do the right thing and honor what was listed on the Marketplace website since I lost my dental insurance because of their false information.

  Business response

  01/23/2024

  BEST Life and Health is currently reviewing this situation and will be contacting this consumer directly within the next 10 business days to resolve the issue.

  
  

  Customer response

  01/29/2024

  Hi,

  
  

  I finally accessed the message from the BBB.  Of course this issue has not been resolved.  I just got a notification on 1/23/2024 that the Insurance company would respond in 10 days.  That 10 days has not elapsed, and I have not received a response from them.  I want to keep this issue open.  There has been no resolution.  The company is engaging in false advertising and has caused me an adverse effect due to the false information posted on the Marketplace website.  I  am still waiting on the resolution from the company.  See the screenshot below:

  
  

  Business response

  02/09/2024

  BEST Life and Health contacted this consumer and resolved the issue to her satisfaction.  We apologize for any confusion this situation has created and thank her for choosing BEST Life for her dental coverage needs during the 2024 calendar year.

  Thank you,

  Customer Service

  **********************

  Customer response

  03/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  12/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I enrolled in dental insurance with this business for the year 2021. During this time payments were unintentionally paid twice. I did not enroll in dental insurance with them in 2022. In early February 2022, I called regarding a refund for my overpayments. I was told I was not enrolled with insurance through them and would receive a check for overpayment in March of 2022. I did not receive a check. I called again in 2023 - and mentioned a check being sent from the above phone call and cancelation. December 2023 I was sent a notice of an insurance card - I have never re-enrolled in their services and have notified them of that in the previous customer service calls above.I do not want continued coverage from this business - nor have I enrolled in continued coverage. I want a refund for my overpayment in 2021.

  Business response

  12/27/2023

  BEST Life and Health has reviewed and resolved this consumer's complaint.

  This member enrolled in dental coverage with BEST Life for both the 2021 and 2022 calendar year.  The termination date we received from the Marketplace was 12/31/2022.

  Because duplicate monthly payments were established, a credit did exist on the account.  That credit, in the amount of $397.68, has been refunded.   The refund is in the form of a mailed check, which will be mailed tomorrow, 12/28/2023, to the home address we have on file (this matches the home address listed in this complaint).

  We apologize for the delay in processing this refund, and thank this member for choosing us for their dental coverage needs.

  Sincererly,

  Customer Service

  **********************

• Initial Complaint

  12/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had dental insurance with Best Life. I called and spoke to a service ******** policy was canceled 11.30.23, though I told them to cancel 10.30.2023. They said they'd cancel. I also called Market Place and advised them to cancel coverage. Best Life continues to auto draft my account and it's December!!! I recently moved and my bank is no longer available. I'm switching banks and closing the one they billed from. I should not have anything coming from it. Best Life has not over drafted me!

  Business response

  12/27/2023

  BEST Life and Health Insurance Company has reviewed and resolved this member's complaint.

  Our records indicate the Marketplace terminated your dental coverage, with the last day of coverage being 12/12/2023.

  We have processed two refunds for coverage payments beyond this termination date.  The first refund was processed on 12/19/2023 for $392.84.  The second was issued today, 12/27/2023 for $35.10.

  Both of these checks have been mailed to the home address we have on file.

  We apologize for any inconvenience this has caused, and want to thank you for choosing BEST Life and Health for your dental coverage needs.

  Sincerely,

  Customer Service

  **********************

*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. ↩