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Fax in database than gone?

I'm 66 and will be losing my secondary retirement healthcare as of February 28, 2023. I applied online, for a supplement G plan on December 1st and also faxed my guarantee issue letter the same day.

I was told it would take 7 to 10 business days for the application to be confirmed. After 10 business days, I contacted AARP/United Healthcare, three times and was told they have the guaranteed issue letter and because of open enrollment, they were backed up.

I called today and the representative put me on hold, talk to a specialist who searched all the databases, and said they have no letter. This baffles me because on previous calls, a representative told me the name of the company on my guaranteed issue letter, which I never said to them. 

How inept is AARP/United Healthcare? They were telling me to re-fax the letter today and it will take another 7 to 10 business days for an answer, that is, if they don't lose the fax again.

Since I have time, I'm very concerned about going with AARP/United Healthcare since they can't seem to keep your database in order.

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I'd like to add that faxing so antiquated, you should be able to upload documents.

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