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• Additional Info:

  BBB has received a pattern of complaints from customers of Health Insurance Innovations (HII) involving alleged misrepresentations during the sale of insurance products they purchased, alleged failures to have valid and covered claims paid, and billing disputes. Customers filing complaints with BBB indicate that they were misled by the representative selling the insurance product as to the coverage provided. When the customers subsequently submitted for medical claims to be paid, they were denied.
  
  In 2016, BBB also started receiving complaints from customers alleging that the business misrepresented the insurance products being sold. Specifically, customers believed that when buying insurance from Health Insurance Innovations they would be exempt from the Affordable Care Act Uninsured Tax, but they were not and had to pay IRS penalties.
  
  Health Insurance Innovations has met with and communicated with BBB on a regular basis regarding complaints that have been filed against its business. HII is adamant that it is not the business responsible with causing the issues leading to a significant number of the complaints that have been filed. The business has stated that the complaints should be filed against either (1) the agency that sold the policy or (2) the insurance carrier involved with the claims.
  
  Health Insurance Innovations has informed BBB that its role with customers is to be a technology platform that acts as an interface for customers to communicate with their chose insurance carriers. HII has advised BBB that it is not the insurance agency that made the sales presentation to the customers, is not an insurance company, and does not have the authority or responsibility to administer, adjust or pay claims under the products it or its agents sell on behalf of insurance carriers.
  
  In the event that a claim is inadvertently sent to HII, HII's process is to promptly forward it to the applicable insurance company or, if applicable, the claim is sent to the insurance company's designated third party claims administrator. In circumstances where a claim is inadvertently sent to HII, the company also advises policyholders to pursue their claims with the applicable insurance company or the applicable insurance company's designated third party claims administrator.
  
  HII has also advised BBB of several actions it undertakes to help eliminate the causes of these complaints. Specifically, HII has in place, and continues to improve its verification process to make sure that customers purchasing products have a clear understanding of the applicable benefits and limitations. HII is continuing to bolster its customer service department to make sure that it can be as responsive as possible to the questions and concerns of its customers.
  
  BBB recommends that if you have any complaints or concerns, please contact prior to contacting BBB.