Christine Kahuy sent a message to Mark Bertolini Chairman and Chief Executive Officer of Aetna Email Address that said:
Dear Mr. Bertolini:
RE: POLICY AHL 3073382
I understand CVS has acquired Aetna and you will soon leave Aetna to join the CVS Board of Directors. However, before doing so, I would ask you correct a problem for myself, and possibly other policyholders.
I bought the referenced policy in January 2017 through Leighton Schuck, a Florida-based agent who represents other companies in addition to Aetna. At that time, Mr. Schuck neglected to mentioned he would not provide service on the policy after purchase. So, when I posed a question to him, Mr. Schuck referred me to Aetnas 800 number. However, Aetnas customer service said that, as Mr. Schuck is the agent-of-record, I had to route my question thru him.
I feel I am in a Catch 22 situation; specifically, what option have I when Mr. Schuck neither responds to emails or phone calls? Obviously, Mr. Schuck considered his responsibility met after he sold the policy. Yet, Im sure Aetna pays Mr. Schuck a royalty for my continuing patronage.
Upon receipt of Aetnas policy renewal offer this month, I called Customer Service to request a local (and hopefully more responsive) agent. Instead, I was told Aetna could not do so and my only option to get rid of Mr. Schucks dead weight would be to cancel my current policy and come back to Aetna after two years. Are you serious? Aetna awards negligent service by penalizing the policyholder? Surely, there is a better way. And, I am hoping, before you leave for the greener pastures of CVS, you will provide a resolution.
In that regard, I look forward to a response either via email to krisskahuy@hotmail.com or phone call to 610-833-2374.
Christine Kahuy
