At this moment, I am writing an email to cancel ou...

At this moment, I am writing an email to cancel our coverage. A claim of mine was denied last September 2015. Supporting documentation was produced by my dentist, the claim was appealed, and it was resubmitted in December. The resubmission was reflected on their website online. I visited the site daily so that I could personally see when the claim was paid. The claim was in "pending" status for weeks, then, suddenly in January 2016, the claimed dropped off altogether.

I spoke with my dentist and was told the claim was denied a second time. I phoned Solstice on 2/4/2016 and spoke with a supervisor, S.F. and he informed me that there had never been a second submission. Hmm. He advised me to have the claim resubmitted with supporting documentation (again), and to email it to him. He promised to forward the documents to their claim escalation department. My last communication with S.F. was 2/15/2016. In an email, he informed me that the claim had been appealed and that a resolution would result in the next "day or two". I have emailed and phoned several time since, however, with no success. My last phones call to Mr. F was today, 3/15/16. Both times I called, the phone rang twice, then the call disconnected. A few weeks ago, I phoned and emailed another supervisor, Mr. J.O., when Mr. F was out of the office. There was no return call or email from him, either.

I cannot continue to do business with a company who fails to provide basic customer service and timely communication. Additionally, I continue to have issues with their quirky online payment system. Our frustration has resulted in termination of coverage. Hopefully, others will not experience the same substandard service.

3/16/2016: I received an immediate response to cancel coverage. The reply implied that no Pre-Treatment Estimate was sent by the dental office. I have since filed claims with the Florida Insurance Commissioner and with the Better Business Bureau.