When a member leaves a voicemail we generally call them back within a couple of hours, but always no later than the next business day. However, a fairly common occurrence we run into is where the member does not answer and their voicemail is either not set up properly or their mailbox is full. We will attempt a second call the following business day when this occurs.
NOTE: If a member has not received Certificates of coverage or ID cards, this is probably the most common complaint we hear from the members regardless of the insurance carrier. It's our belief that they receive a packet from Ameritas or Cigna or one of the other carriers and don't recognize the name and assume it is advertising / junk mail and they don't open it. We have contacted the carriers numerous times to confirm that the ID cards went out for specific members. They have the capability to check that the cards were mailed out and can see if they bounced back.
The ID cards are not needed to receive service. In fact, other than for medical, most carriers don't even issue paper ID cards anymore. However, any member that does not have one can contact PGA or the insurance company for a replacement. With some carriers we are able to email members temporary copies while a paper version is mailed to them.
We do our best to keep members happy. Let us know if you should need anything further.
Jacky for Stephen F. Pettee
Pacific Group Agencies, Inc.
CA License #0078489