lost a client to an in house Devoted agent

[straightnochaser]

Why do you asssme this

I found out Devoted Calls clients to confirm they want to enroll in the plan
and go over things

I just don't think a carrier is cold-calling to sell MAPD and OP already said client wasn't with devoted.

 

[RickyBA]

If she didn't give them permission to do it, then it will take a 3way call with Medicare, then Devoted, and then the carrier that you had her on to fix it. It happened to me before with other carriers. A call center called my client saying that they were Medicare calling about the extra benefits that she qualifies for now. They then transfered her to a "Medicare advocate" which was an agent in OKC that didn't even look up her doctors. My client told her that she didn't want to switch plans and she has an agent. The advocate told her that she wasn't an agent, etc and signed her up. My client called me to make sure that she hadn't been switched. We did 3way calls, starting with the "Medicare advocate" who denied lying to her but did confess to enrolling her in the plan. Then we called both carriers and then Medicare. It took 2 hours to fix it.

 

[DonP]

If you call Medicare to put them back in the orginal plan it's a mess getting your Aor back . I noticed tonight a 90 yr old client was flipped to United . She's very cohernt and was unaware of it . We called United and cancelled the pending app in 5 mins. I spend a good 5-7 hrs a month tracking disenrollments and trying very hard to save them . I'd say 75% of clients flipped tell me they were unaware it happened

 

[Medicare bro]

Somehow one of my clients ended up on the phone with a Devoted agent. She asked the agent to send her information. Instead, he signed her up and sent a card. Has anyone successfully reversed this? She changed during oep, so I don't have an election period to use, but I'd like to call devoted with her and maybe file a complaint. Any suggestions are appreciated! Thanks.

Clients who switch always feel bad. Not saying your client is wrong but when digging further I usually find the client willingly signed up and the other agent wasn't at fault. That said your case could be different.

 

[keith365]

Right. Devoted called her on some afternoon when she must have been chatty, and engaged in a conversation. These callers are sneaking and develop curiosity in our clients

 

[sman]

A call center called my client saying that they were Medicare calling about the extra benefits that she qualifies for now.

I get numerous calls each month from current clients who get these calls and ads in the mail. They rarely engage when these people call. They usually say they have an agent and end the call. They then call me to ask what it's all about.

It's a shame that due to these call centers we now have to record phone calls.

 

[Fisher]

I had a client call me recently saying that the copays on her Devoted plan were too expensive and she wanted to move to 'that cheaper plan with UHC'.

I asked her who told her the copays were too high as we had done an exhaustive comparison prior to enrolling.

Her response? 'SelectQuote'.

 

[somarco]

This client was not a Devoted customer

Then why do you think "Devoted" will talk with you, even with your FORMER policyholder on the line in a 3 way?

If you get Medicare involved, and they agree the policyholder was tricked, Medicare MAY disenroll them from "Devoted" and place them with the plan they had before.

If so, that person will be a house account and no commission for you.

Seems like you need to let go of this bone and move on.

JMHO

 

[sman]

Then why do you think "Devoted" will talk with you, even with your FORMER policyholder on the line in a 3 way?

If you get Medicare involved, and they agree the policyholder was tricked, Medicare MAY disenroll them from "Devoted" and place them with the plan they had before.

If so, that person will be a house account and no commission for you.

Seems like you need to let go of this bone and move on.

JMHO

If you catch it before the new plan goes into effect, you simply have the member call the "new" carrier and tell them they want to withdraw/cancel the enrollment and they remain on their current plan as if nothing happened. But the key is catching it before the change goes into effect.

 

[somarco]

remain on their current plan

If you catch it before the new plan goes into effect, you simply have the member call the "new" carrier and tell them they want to withdraw/cancel the enrollment and they remain on their current plan as if nothing happened.

Admittedly, I have not paid much attention to the back and forth in this thread and still finding a bit confusing.

Did the OP ever say who the prior/original carrier was? It seemed to be Devoted but then it whipsawed back to not being Devoted.

As you (sman) indicated, you get client calls about a new, better offer, from time to time but they (client) rarely falls for the pitch. Same here.

The way I view it is, if they really want to leave, or if they are that gullible to fall for an unsolicited marketing call, perhaps it is time for them to move on.

I don't chase prospects or clients that choose to go somewhere else. Doing so makes it appear that I am desperate . . . and I am never so hard up that I have to waste time trying to get them back.

CLIENTS almost never leave, but policyholders are a different story.

Some carriers go to great lengths to poach business and I avoid them like the plague. Once they flip a policyholder they will never let go.

I don't need that kind of drama in my life.