I had a death in my family. The process of getting a refund was made much more difficult than necessary. Even after providing the requested information, I was continually pressed for more details when when I had clearly fulfilled the requirements based on the insurance explanation of benefits. I needed to directly provide screenshot proof of what the company policy was in order to receive my refund. Although I did eventually get reimbursed, the process was both inconvenient as a customer and incredibly insensitive as someone who just lost a family member.
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