Irresponsible Carrier Tricks (Or: You can't make a 2nd First Impression)

We eventually settled on a plan design and completed and submitted the application. The underwriting process was unremarkable (that’s a good thing) and the policy was issued in a reasonable time frame.

Kinda.

At the time it was approved, they sent me an e-version of the policy (.pdf), which was nice, but we were also told that we’d shortly receive the printed version, as well. On October 3rd, we received this in email:

“Hello Henry,

We mailed the policy to the agent as indicated on the application.”

When a week or so went by with no policy appearing, I followed up, and received this:

“The policy was mailed on 10/8/2019.”

Hunh?

Okay, so yesterday was the 14th, and I sent this to our GTL rep:

“According to this email, you first told me that you’d mailed the policy to me no later than October 3rd.

I wish you well in your future endeavors, which will most assuredly not include me.”

Pretty soon, I received an apology from the rep:

“Hello Henry,

I apologize for the inconvenience and the frustration. According to our systems, the policy was mailed on the 8th to the agent to the address we have on file for you. I have forwarded your email to our new business supervisor for handling. I am not sure why you have not received a copy of the policy yet but according to our notes, it was mailed on 10/8/2019.”

Again, this fails to address why I was told that it had already been mailed a week or so before.

And then I received this from her supervisor:

“Good afternoon Henry,

Please let me know if there is anything else I can assist with.”

As I noted earlier, I’d long since received the e-version.

While I appreciate this last-ditch attempt to salvage some semblance of credibility, I see no indication that they’ve reviewed their processes to ensure that this doesn’t happen in the future, nor that they intend to do so, nor that they even care if that happens. This tells me that this is not a carrier with which I should be doing business in the future: one needs to earn that second chance.