[LTPC-discussions] What to do when a client calls you?
David Latch - Maryland Long Term Care Center
ltpc-disc@ltpcalums.com
Thu, 26 Jun 2003 09:25:23 -0400
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Regarding talking to clients. I spoke to one who was getting ready to
appeal an underwriting decision when the June deadline hit. She called
me last night, I reminded her that LTPC was now handling the issue, and
that I would pass her information to Jennifer Hardin at LTPC. I called
Jennifer, spoke to her last night, informed her that the client
contacted me and that I would pass the information to her (Jennifer).
She had no problem with this process. I faxed all relevant information
to Jennifer who said she would contact the client directly.
Dave L.
-----Original Message-----
From: ltpc-disc-admin@ltpcalums.com
[mailto:ltpc-disc-admin@ltpcalums.com] On Behalf Of David A. Backus
Sent: Thursday, June 26, 2003 8:53 AM
To: ltpc-disc@ltpcalums.com
Subject: Re: [LTPC-discussions] Legal Action
The trouble is, Ray, if you talk to these folks you jeopordize all your
trails. If you don't you lose this one account and any referrals it
might generate. Maybe Doug will get through to upper managment at
Cendant and let them know that we are trying to make this good for the
clients,
David
Ray wrote:
So far, this week I have received two calls from CNA clients that want
to make changes to their policies. I told them that they would have to
contact LTPC who are there to service their policy and that would relate
to changes as well. When they called LTPC, they left a voice message
and nobody has returned their call regarding what they have to do to get
changes to their current policy. Without a response from LTPC, they
called CNA and were given the cold shoulder as if to say, if you don't
like your current plan the way it is, your welcome to cancel the policy
and get coverage with another carrier. This does not look good for us
or the carrier. I have some ideas on what to do, but what would some of
you do in this situation?Ray V----- Original Message -----
From: Flowerssusan@aol.com
To: ltpc-disc@ltpcalums.com
Sent: Wednesday, June 25, 2003 8:36 PM
Subject: Re: [LTPC-discussions] Legal Action
Yes--absolutely. I got call from a client yesterday who told me that
Alliance EFT'd a monthly payment out of their account a few days after
they received their policy--they had received no letter telling them the
date on which this would occur (is this normal?). I felt I had no
recourse but to refer them to LTPC's 800 #; whadya' think the chances
are that these people will decide not to keep their policies? (they were
pissed). I felt really badly that I wasn't able to go to bat for them
and get this resolved. Oh well.
--Boundary_(ID_/N1PnO7MfbqGZYH/OPn4Rg)
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<DIV><SPAN class=011532113-26062003><FONT face=Arial color=#0000ff
size=2>Regarding talking to clients. I spoke to one who was getting ready
to appeal an underwriting decision when the June deadline hit. She called
me last night, I reminded her that LTPC was now handling the issue, and that I
would pass her information to Jennifer Hardin at LTPC. I called Jennifer,
spoke to her last night, informed her that the client contacted me and that I
would pass the information to her (Jennifer). She had no problem with this
process. I faxed all relevant information to Jennifer who said she would
contact the client directly.</FONT></SPAN></DIV>
<P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px" align=left><FONT face=Arial
size=2></FONT></P>
<DIV><FONT face=Arial size=2><EM></EM></FONT> </DIV>
<DIV><SPAN class=011532113-26062003><FONT face=Arial size=2><EM>Dave
L.</EM></FONT></SPAN></DIV>
<BLOCKQUOTE dir=ltr style="MARGIN-RIGHT: 0px">
<DIV></DIV>
<DIV class=OutlookMessageHeader lang=en-us dir=ltr align=left><FONT
face=Tahoma size=2>-----Original Message-----<BR><B>From:</B>
ltpc-disc-admin@ltpcalums.com [mailto:ltpc-disc-admin@ltpcalums.com] <B>On
Behalf Of </B>David A. Backus<BR><B>Sent:</B> Thursday, June 26, 2003 8:53
AM<BR><B>To:</B> ltpc-disc@ltpcalums.com<BR><B>Subject:</B> Re:
[LTPC-discussions] Legal Action<BR><BR></FONT></DIV>The trouble is, Ray, if
you talk to these folks you jeopordize all your trails. If you don't you lose
this one account and any referrals it might generate. Maybe Doug will get
through to upper managment at Cendant and let them know that we are
trying to make this good for the clients,
<BR>
David
<P>Ray wrote:
<BLOCKQUOTE TYPE="CITE">
<STYLE></STYLE>
<FONT face=Arial><FONT size=-1>So far, this week I have received two calls
from CNA clients that want to make changes to their policies. I told
them that they would have to contact LTPC who are there to service their
policy and that would relate to changes as well. When they called
LTPC, they left a voice message and nobody has returned their call regarding
what they have to do to get changes to their current policy. Without a
response from LTPC, they called CNA and were given the cold shoulder
as if to say, if you don't like your current plan the way it is, your
welcome to cancel the policy and get coverage with another carrier.
This does not look good for us or the carrier. I have some ideas on
what to do, but what would some of you do in this
situation?</FONT></FONT><FONT face=Arial><FONT size=-1>Ray
V</FONT></FONT>----- Original Message -----
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style="PADDING-RIGHT: 0px; PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: #000000 2px solid; MARGIN-RIGHT: 0px">
<DIV
style="BACKGROUND: #e4e4e4; FONT: 10pt arial; font-color: black"><B>From:</B>
<A title=Flowerssusan@aol.com
href="mailto:Flowerssusan@aol.com">Flowerssusan@aol.com</A></DIV>
<DIV style="FONT: 10pt arial"><B>To:</B> <A title=ltpc-disc@ltpcalums.com
href="mailto:ltpc-disc@ltpcalums.com">ltpc-disc@ltpcalums.com</A></DIV>
<DIV style="FONT: 10pt arial"><B>Sent:</B> Wednesday, June 25, 2003 8:36
PM</DIV>
<DIV style="FONT: 10pt arial"><B>Subject:</B> Re: [LTPC-discussions] Legal
Action</DIV> <FONT face=Arial><FONT size=-1>Yes--absolutely. I
got call from a client yesterday who told me that Alliance EFT'd a
monthly payment out of their account a few days after they received their
policy--they had received no letter telling them the date on which this
would occur (is this normal?). I felt I had no recourse but to refer them
to LTPC's 800 #; whadya' think the chances are that these people will
decide not to keep their policies? (they were pissed). I felt really badly
that I wasn't able to go to bat for them and get this resolved. Oh
well.</FONT></FONT></BLOCKQUOTE></BLOCKQUOTE></BLOCKQUOTE></BODY></HTML>
--Boundary_(ID_/N1PnO7MfbqGZYH/OPn4Rg)--