Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/09/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wayne T*****, a broker from LIG in Independence, Ohio was in charge of setting up my Marketplace Health Plan application and Medical Mutual health policy on 7/25/24 via telephone. Mr. T***** made several mistakes while completing my online application which included incorrect personal information (birth year) and information regarding my annual income. Because of this, I was overcharged for my health insurance policy for the month of August and I have been unable to use my health care policy until today 8/9/24. When I attempted to contact Mr. T***** on 8/2 regarding these issues, he assured me he would help to get all of his mistakes corrected and my issues resolved. After several days of not hearing from him, I received an email from Mr. T***** on 8/6, falsely claiming that he attempted to contact me multiple times by phone and email 8/5 and that ultimately he would not be able to correct his mistakes and I would need to contact a Marketplace representative myself. I have yet to receive a response from him since 8/5. After speaking with the MP representative today 8/9, I learned that Mr. T***** not only input my birth year incorrectly into their system but he failed to accurately document my employment status, annual income, and tax information, resulting in me being overcharged for my current health insurance policy. Because of this occurrence, I was overcharged for my health insurance policy. I have had to take time out of my work day multiple times to deal with this matter and most importantly, I have had a health insurance policy that I have not been able to use since 8/1. Mr. T***** seemed like a nice person during our initial correspondence but he ended up making my life extremely difficult and never took ownership or responsibility for his mistakes, leaving me out in the cold to deal with this matter on my own. It has been a very unfortunate situation. LIG and their brokers can and should do better for future customers.

  

  Business Response

  Date: 08/29/2024

  Thank you for bringing your concerns to our attention. At Lighthouse Insurance Group, we take such matters very seriously and value your feedback.
  Following a thorough investigation into the situation you described, we have reviewed our records and found the following: On August 5th, Mr. T***** made two attempts to contact you while he was on the line with the Marketplace, but unfortunately, these calls were not successful. As you needed to be on the phone to make the necessary adjustments, this prevented any changes from being finalized at that time.
  Despite the need for adjustments, we confirm that your plan was active and usable from its start date of August 1, 2024. During the initial sales call, Mr. T***** informed you that a physical card would be sent within 7-10 business days. However, he also provided you with the policy ID number and the contact number for the carrier on July 30th, allowing you to obtain your ID number directly if required.
  We sincerely apologize for the inconvenience caused by the incorrect birthdate entered on your application, which led to an increase in your plan cost. We will reach out to you shortly to verify the carrier’s records and ensure that any updates made through the Marketplace are accurately reflected in your plan.

• Initial Complaint

  Date:01/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been working on getting private insurance (not Obamacare, we are self-employeed professionals) since Nov. 2023. We thought we had it and were given a reference number on 11/28/23. We never received confirmation emails and reached back out on 12/18/23 to the phone number we had previously called. We were connected with Armanie Wilson with LIG. She said that on 11/28/23 the application was completed but not submitted. She said she would take care of it and our insurance would be effective 1/1/24. We paid our premium for January in the amount of $2118.99 during this call with LIG that day on 12/18/23. We received an email from LIG confirming payment received and coverage effective on 1/1/24. We have since found out that we have NO insurance on 1/1/24. We have repeatedly called, left messages, and on the rare occasion spoken to random representatives. Each time, they tell us they can't help us or they hang up on us. We have over 20 hrs just this week of waiting on hold and trying to get in touch with someone from LIG to help us with this matter. Today we spoke with someone (Grant) and they admitted they (LIG) made a mistake and that they wouldn't be able to help us or do anything to fix it. I asked to speak with a manager and was told that they're not available. This is about the 4th manager that was supposed to call, but hasn't. We paid for a service and have documentation confirming payment and 1/1/24 start date, but they are not able to provide the service. I will attach a copy of the email from Armanie Wilson, the representative of LIG.

  

  Business Response

  Date: 01/30/2024

  We sincerely apologize for any confusion or misunderstanding that may have arisen regarding this matter. It is important to clarify that the original agent  was not affiliated with LIG as an employee. Following the December 15th deadline, for a January 1st effective date, we had a discussion with Mr. and Mrs. ******. As per the regulations outlined by the federal marketplace, any applications submitted after December 15th will be subject to a 2-1-24 start date. When assistance was offered to Mr. ****** to find a short term medical plan, we were informed via email that it had been already handled.

• Initial Complaint

  Date:06/07/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a private contractor as a medical coder for a facility and I was looking for medical insurance for my family. I found LIG Solutions on the internet and decided to give them a call on May 31, 2022. I spoke to a man who gave me information on how to get the medical insurance. When he gave me the quotes, I told him that it was expensive but I needed the coverage for my family. He told me that I had to pay for the month of June up front and he gave me a quote and sent me an email with the quote of $583.02 as monthly premium each month. I gave him my bank information and when I checked my bank account on 6.3.2022 $602.98 was withdrawn from my bank account to **********-***** DES: INS PREM. The company I work for reached out to me and would like to offer me benefits so I don't need the insurance that the man at LIG gave me through *****. I contacted ***** insurance to tell them that I no longer needed the insurance and if I could terminate the agreement and get a full refund. The representative at ***** said you were under a plan that does not require a monthly premium and you should reach back out to the person who you allowed to withdraw that $602.98 from your bank account. ***** did terminate the agreement. I have reached out to the man at LIG Solutions by email, I called and left several messages and I even set up an appointment to talk to him today through his electronic calendar about the refund but he is unavailable and not responding to my calls nor emails. I am requesting full refund of $602.98 which was withdrawn from my account and I have contacted my bank to block and freeze any money going this company so no more money will go to this company.

  

  Business Response

  Date: 06/17/2022

  Lighthouse Insurance Group (LIG) takes concerns of this nature very seriously and we appreciate this feedback. LIG has completed a formal investigation of the situation in question. Our records show you purchased an insurance solution with us on 5/31/2022. At the time of purchase, you were emailed a recap of your policies which outlined your coverage, monthly premium amount and outlining how this coverage was with two separate carriers. ***** for your major medical coverage, and **********/********** for your supplemental coverage. Being that they were separate companies, ***** would not have known about the supplemental coverage. Our call records indicate that you did call eight times between 6/6/2022 and 6/7/2022 and you left a voicemail on 6/7/2002 at 10am.  The sales agent did attempt to contact you within 24 hours of your message to help clarify any confusion there may have been, and to confirm and help process the cancelation. Given that your statement included a request for a refund, we have cancelled your policies with **********/**********, and you can expect a refund for still being within your free look period. We apologize for any confusion and are here to assist with anything further.

   

  Customer Answer

  Date: 06/19/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I do need to know the turn around time to receive refund of $602.98 which is what was withdrawn from my bank account on 6.3.2022. The company I currently work for is providing benefits so I am covered now.
  
  Regards,
  
  ****** ****