Policygenius Life Insurance

Dear Mike,

Thank you for bringing your concerns to our attention. I am sorry we did not meet your expectations. Obtaining quotes with Policygenius includes a brief phone call so a licensed agent can communicate the life insurance options available to you, and initiate an application for you if you wish. I apologize for the confusion for our phone number coming up as spam. That is something we are working to rectify so that our number is clearly labelled as Policygenius, but unfortunately with some carriers our number is not clearly labelled. Verifying date of birth and zip-code is a standard part of our process to make sure we are speaking with the customer who submitted the online inquiry. However, if you expressed concerns with providing information to an unknown number, the licensed agent should have offered to provide you with our phone number so you could call us back. I want to apologize if this did not occur. Our phone number is 855-695-2255 which is listed at the bottom of our website, policygenius.com.

Elaine Doud, Client Experience Team

Dear Brian,

Thank you for bringing your concerns to our attention. I’m sorry you have had a disappointing experience with Policygenius.

With regards to your medical exam: we work with a third party medical vendor to arrange medical exams, and I apologize that the medical examiner who visited you was late and was not properly masked. I have submitted a formal complaint about this to the medical vendor, on your behalf. I also apologize that the final price you received from AIG exceeded our earlier estimate. We provided that first estimate to you based on the information you shared with us on our website and in our discussion on the phone, and that quote is subject to change. After the medical exam, the insurance underwriters have the ability to make a complete and final assessment of risk and arrive at a final price. In this case, we could have done a better job at providing an accurate estimate for you, and we will review this case as a team to determine how we can do better.

If we can help you explore other insurance options, we would love to do that, and I have contacted you privately to discuss this more.

Elaine, Senior Client Experience Associate

Thank you for your feedback Joel. I want to apologize for the poor experience you had with us. This is not the level of customer service we strive for at Policygenius. If you are willing to provide some additional information I can look into this in more detail for you. I can be contacted at 646-240-4832 if you are open to discussing by phone.

Sincerely,

Senior Client Experience Associate, Policygenius

Hi Erin,

Thank you for your feedback.

We are a growing enterprise, and critical feedback like yours is necessary and helpful for us to improve. While no one likes to get called out publicly, it does demonstrate how poor your experience was and the need for us to improve.

Our agents service members of the community with a wide range of pre-existing conditions, health impairments, and past medical procedures, and need to ask a number of questions to provide the most accurate quotes upfront. As we can always do better, we have provided feedback to the agent on how to have best handled your case. After further investigation we can confirm that the agent did not follow through in submitting your request for quotes, though I have personally submitted your information to obtain quotes for you. I do apologize for these errors that ultimately caused the delay in providing the quotes. We will be providing additional training around better follow through with this specific agent. Further, your case has been escalated to our management team to help keep it on the right path.

I would be happy to speak with you by phone about your concerns. Please feel free to give me a call at your convenience so we can provide a personalized experience to you. Thank you again for taking the time to bring this issue to our attention and I will be emailing you as soon as I have obtained your preliminary quotes.

Jeremy

Dear Alphonse,

Thank you for your feedback.

We appreciate your feedback and are working to improve our processes to prevent this type of situation in the future. I will personally see to it that your application is expedited to the best of my ability to help get you a policy. It looks like we were successful in getting your wife a policy in four weeks, which is the expected timeframe for a straightforward application.

For your own application, the life insurance companies we work with must complete underwriting for each client, and this may entail different requirements depending on the client’s current situation and health history. However, we recognize that three months of processing time is certainly not standard or ideal. Unfortunately due to COVID 19 your initial blood test could not be processed and we had to await approval from the life insurance company to use the results from your doctor instead. This caused delays in the turnaround time. We completely understand your frustration with the length of time the process has taken and apologize for the delays.

I would be happy to speak with you by phone to address your concerns. Please feel free to give me a call at 646-240-4832. Thank you for bringing this situation to our attention.

Elaine Doud

Thank you for your feedback Tamanna! We are so glad to hear you were happy with our service. Our goal is to combine excellent customer service with technology to create a streamlined process to purchase insurance. Thank you for using Policygenius! -Elaine D.

Thank you for your review Aaron! At Policygenius our goal is to provide multiple options to our clients, along with non-biased advice. Thank you for allowing us to provide financial protection to your family! - Elaine D.

Thank you for your feedback Carlos! We are so happy to hear we were able to get you coverage, and that you were satisfied with our service. Thank you for allowing us to provide financial protection to your family! -Elaine D.