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Complaint Details
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Initial Complaint
09/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I called to get information about Physicians Mutual and provided my address, in turn they sent me a bill, a membership package and I didn't order that because I am currently employed full time and have 2 dental insurance so I don't know why. I called the company and got bounced around and finally spoke to a rep with no resolution, they even assigned me an account number
Business response
10/09/2024
Physicians Mutual Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling.Customer response
10/09/2024
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.
Sincerely,
******* *****Initial Complaint
06/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have sent claim forms by FAX and Physicians Mutual say that they never received the Faxes, However, fax machine says they were. When I called Physicians Mutual they said to send Dental Bills via e-mail to group@ americas.com which I did.. No response! Tonight when I tried after 3 weeks, this email address bounced. Poor customer service!!!Business response
07/03/2024
Physicians Mutual Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling.Initial Complaint
06/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I requested an info packet from a commercial I saw. Since then they have called me twice, once a day for the last two days, but neither call left voicemail. I will NEVER answer a random call and I will NEVER answer multiple calls from the same number without curtesy of a voicemail message! Someone needs to teach their sales team or whoever does the cold calls to identify themselves with a voicemail.Business response
06/20/2024
Physicians Mutual Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling.Initial Complaint
04/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have subscribed to Physicians Mutual Dental Insurance since 2018. Over the years they have readily paid the co-pay for my submitted dental bills. On February 13, 2024, I submitted a bill for preventive dental cleaning. According to their fee structure, I am due $81 for a co-pay on this invoice. As of 4/8/24, they haven't paid. I have telephoned their customer service several times, with their excuse of computer issues. Two months of computer issues excuse is ridiculous. It is to the point that I am questioning the financial solvency of this company. I faithfully pay my monthly premiums, and now there is no valid excuse except two months of computer issues. VERY SUSPICIOUS!Customer response
04/22/2024
This is a response, as the BBC requested, to the above numbered complaint. Physicians Mutual Insurance Company (Dental Insurance) telephoned me. The conversation
explained that they would be sending me a personal insurance company check for the $81 due as initially described in my complaint. This conversation occurred on
4/17/24 with ********* ****** ( Physicians Mutual Claims Department). As yet on 4/21/24, I have NOT received this check, but it is only four days since our telephone
conversation. ********* ****** stated that they are still attempting to resolve the computer issues with their check refund system. I was very unsympathetic with her
because it should not take eight weeks plus to resolve issues in this technological age.
I had reported this situation to the BBB and the ******* ********** ** ********* ************* ***) Ms. ****** made reference to the complaints made to both agencies.
Thank you for your assistance,
******** * ****** **** *** ** ****** **** ****** ******** ********** **** ********* *********** ************ ******* ********************** ******** ***** ****** ************ ******* *** ****** **Business response
04/22/2024
Physicians Mutual Insurance Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling.Initial Complaint
04/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
see Attached document
I had an appointment for broke fillings
Business response
04/04/2024
Physicians Mutual Insurance Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling.Initial Complaint
03/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
In June of 2022 we called Physicians Mutual to upgrade our dental ins coverage for tooth implant. We were told we can get the insurance, but I’d have to wait for one full year to have the implant procedure done, so we accepted the $74.50 premium per month. In Nov 2023 *** *******s office called saying we did not have the coverage for the implant procedure by Physicians and now we have to pay the full price. We could not understand why. On 1/10/24 I started calling Physicians spoke with Amber because we did not respond to a new upgrade in our policy that was sent and now has expired, the increase would have only added 6 more dollars to upgrade. This new upgrade was sent around Oct 2023 that would increase our payment per month to around six dollars more, she called it a rider form B407 Enhanced Major Service Rider. I asked to speak to her supervisor. We then spoke to *******, she couldn’t help either, but recommended we send a letter to the administration department via fax, asking to extend that upgrade and that should do it. On 1/11/24 I did fax a letter to them but never got a response to discuss these issues. I called on Jan 19 to get an update on the fax we sent spoke to ******, who said they received the fax and it was under review and someone will be getting back to us. Days went by and no one called us back. On Jan 29, I called and spoke with ******* she transferred me to the administration customer service department. We spoke with ***** who said my complaint was still under review. She then said she will try and expedite the fax for us. Next day I received a call from ***** and she told me that nothing can be done she said I can add this upgrade but then would have to wait another year to use it. My implant is now in and we already paid *** ****** and just waiting for four months to have the crown added. I would like to have Physicians reimburse me for what I should have been covered for in the first place.Business response
04/03/2024
Physicians Mutual Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling.Customer response
04/03/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
******* ***********Business response
04/12/2024
Physicians Mutual Company investigates and responds to all consumer complaints. We have been in contact with the complainant regarding our handlingCustomer response
04/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* however,I would have wanted ****** to let us hear the phone coveration when we applied, but she was unable. I truly feel that is unfair but we accept this resolution.
Sincerely,
******* **********Initial Complaint
03/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I called Physicians Mutual to inform them I would be canceling my policy due to obtaining new dental coverage as of January 1, 2024. I was told to fax a letter of cancellation as of 12/31/2023 and to request a partial refund which I did (the letter and confirmation is attached). I contacted Physicians Mutual on 02/02/2024 and spoke to ***** who informed me the fax was received and the policy was cancelled 01/08/2024. Automated payments were deducted from my account on the 22nd of each month which was 12/22/23. I asked for a pro-rated refund since I was told the policy was cancelled 01/08/2024. I received a letter of cancellation from Physicians Mutual dated 02/05/2024 (letter attached) stating I requested my coverage to be cancelled effective January 22, 2024 and no refund was due. This information is incorrect as my fax dated February 7, 2024 requested my policy be cancelled 12/31/2023. Please advise how to resolve this issue.Business response
03/28/2024
Physicians Mutual Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling.Customer response
03/28/2024
Just to make sure I am reading the information you submitted to me from Physicians Mutual response to this complaint correctly, their message read as follows.
MESSAGE FROM BUSINESS:
Physicians Mutual Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling.For clarification, Physicians Mutual will contact me directly concerning this issue and not go through you, BBB? If this is the case, does the 10 day response stand and if I do not hear from them within this
time-frame, I can contact you as not satisfied?******* *****
Initial Complaint
03/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
on Jan3 I applied for Physicians Mutual dental with a 30 day free look. January 10th my bank was drafted for 38.75$. January 20th I sent message that i had been drafted and still not received policy to look over…i want to cancel my coverage. Again, on February 6th i was again drafted for $38.75. A couple days later i get policy of which i returned with instructions to cancel and refund both premiums. Again i sent message of my wishes. I got emails that i could not open up so i contacted via phone. I spoke with **** who said i had to submit a letter in writing to cancel policy. I did this and send with signature delivery. This was abt February 6th. No communication was received from them I called again; A gentleman rep said I needed to submit in writing. I advised i did and it was signed for; then i was told it had to be on their form of which he sent. On 2/29 I returned this form. A week later I get another form saying i need to sign and return. I just want my money refunded and i feel i have waited long enough. I’ve been getting the run around and id appreciate any assistance you could provide. I thought this was a reputable company but now i have my doubts!Business response
03/22/2024
Physicians Mutual Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling.Business response
03/29/2024
Physicians Mutual Company investigates and responds to all consumer complaints. A letter has been sent to the complainant regarding our handling. Please allow sufficient time to receive the correspondence.Customer response
04/02/2024
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.
Sincerely,
******** ******Initial Complaint
01/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Won't resolve Medical billsBusiness response
01/12/2024
Physicians Life Insurance Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling.Customer response
01/16/2024
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.
Sincerely,
***** ******Initial Complaint
12/04/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I currently have a pet insurance policy with Physicians Mutual. My policy was effective on 10/10/2023. I am not able to make online payments through the Physicians Mutual app or through their website. The "Make Payment" option is clearly their to select, but when I click the "make payment" button, I receive this error "There are no policies eligible for payment" Return to My Account." I receive this error on both the app and the website. I've received this error since I signed up for the policy. I couldn't make my first online payment in October. I couldn't make my online payment in November or December. The app and website also have the option "One Time Payment" and I receive the same error even when I select that. I have spoken to the Pet Insurance Dept. supervisor and to ******** ******** Sr. Business Operations Specialist, to get this issue resolved. I was told by ******** ******* that the IT team told her that customers CANNOT make early online payments on the app or website and the only time an online payment can be made is on the actual due date of the premium OR days after. Now make this make sense. That is complete B.S. How do customers not have the option to make an online payment early when clearly the "Make Payment" option is there to select on both the app and the website? The company's website is broken and this issue needs fixed. If a customer can't make an early payment, then the "Make a Payment" option shouldn't be available until the actual due date. There is no statement anywhere on the app or website stating online payments can't be made until the actual due date of the premium. This makes absolutely no sense at all. Please fix your faulty website and app!Business response
12/13/2023
Physicians Mutual Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling.Business response
12/14/2023
Physicians Mutual Company investigates and responds to all consumer complaints. We have reached out to the customer and advised a letter has been mailed to address their concerns.Customer response
01/09/2024
This case can now be closed. The company contacted me via mail. Thank you
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Customer Complaints Summary
56 total complaints in the last 3 years.
19 complaints closed in the last 12 months.