Urgent Request for Resolution: Unauthorized Policy Change & Lack of Response

Unfortunately, I am required to give a star to leave a review. After reading through the other reviews, it’s clear that I am not alone in my experience. Given the number of similar complaints, I have to wonder where the company's quality standards are. It’s not just the employees who get a bad reputation—it reflects on the company as a whole.

My experience has been just as frustrating. I initially had a hospital plan, which was suddenly cancelled and replaced with a legal policy—ironically, without my consent. After multiple conversations requesting proof that I authorized this change, as well as numerous requests for a manager to call me back, I have received no resolution. This was particularly concerning as I was planning to go to the hospital for important medical tests. Thankfully, I checked in advance and discovered the issue before it was too late.

I understand that employees may have monthly targets, but changing a customer’s policy without consent is unacceptable and could be considered *****. Despite waiting for almost a month and speaking to yet another agent today, I was again promised that a manager would call me before close of business—which, once again, did not happen.

This review is my final attempt to escalate the matter and request a callback from a senior manager. If your company truly cares about addressing negative feedback and improving customer service, I hope someone will take action.