Reinstating lapsed coverage

success story

Eighty-six years might have taken a toll on her health, but they haven’t dimmed Ollie Kirkland’s sense of humor. She had a home attendant who was coming to her Brooklyn apartment for 12 hours a day to help with meals, showering, and taking her medication.

But in May her home attendant stopped coming, without any explanation from her insurance company. It turns out that her coverage had been due for renewal in the winter, but her insurance company didn’t discover the lapse until much later. Mrs. Kirkland’s daughter came up from Georgia to care for her and reapply for coverage. But even after her application was approved, she couldn’t get the home care services to restart.

ICAN investigated and found that her insurance company was responsible for helping her renew her coverage. They had delayed submitting it because they told her she needed to prove her identity all over again, and she had lost her documents. But ICAN found that proof of identity is not required upon renewal. ICAN submitted a complaint to the State, and worked with the City and the insurance company to ensure that her services were reinstated in early July.