How

Jul 31, 2023

Dead end customer service loops and denied claims with no explanations

I submitted a claim for a sewer line replacement, they told me to find my own contractor because they didn't have anyone in the area, they even sent me paperwork for me to submit for reimbursement and then they denied my claim saying that I should have used one of their contractors. I somehow got someone on the phone who realized it didn't make sense so she resubmitted the claim and it was denied again saying something about how the work was done isn't covered. The agents repeatedly tell me that they can't help me because they are not licensed in CA and that they will submit a ticket for someone to call me back, or that they will escalate it with the reimbursement department and they will call in 24-48 hours but they never call back. They have also never responded to my emails. I've been in a customer service loop from hell for going on 6 months and nobody can help me. This is maddening! On top of all of this - they never even contact me to tell me when the claims are denied. I had to keep calling back periodically to find out status.