Complaints

This profile includes complaints for Lincoln Heritage Funeral Advantage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Lincoln Heritage Funeral Advantage has 18 locations, listed below.

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• 

  Lincoln Heritage Funeral Advantage

  4343 E Camelback Rd Ste 400 Phoenix, AZ 85018-2758

  
• 

  Lincoln Heritage Funeral Advantage

  3954 Springfield Rd Glen Allen, VA 23060-4119

• 

  Funeral Advantage Program Assistance

  PO Box 226555 Dallas, TX 75222-6555

• 

  Lincoln Heritage Life Insurance

  4608 Cedar Ave Ste 109 Wilmington, NC 28403

• 

  Lincoln Heritage Life Insurance Company

  3954 Springfield Rd Richmond, VA 23060

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never signed off nor did I sign to surrender my money.I paid in a lot, but, couldn't continue to keep the policy,I want what I paid in,my money,and,I want what I paid in back,the law states my rights by not signing anything, taking advantage of a disabled person,as far as mental disability,I paid in they took my money,I want my money back for nothing being signed

  

  Business Response

  Date: 05/04/2023

  Please find our response attached.

  Thank you

  ****** *******

• Initial Complaint

  Date:03/29/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fianc was killed February 2023 shortly after I filed a claim with them informing the company of his passing. I sent in all required documents twice due to the first time the paperwork was not correct. They are requesting medical records and have received them. My fianc didnt go to the doctor because he was never sick and had absolutely no medical issues whatsoever. I would like this claim to be completed and paid out. Every document they requested has been sent in and received. Each time I call no one can ever give me a solid answer or explanation about my fiancs claim. Its hard enough dealing with his passing and having to deal with this just makes the situation much more frustrating.

  

  Business Response

  Date: 04/04/2023

  Complainant: *************************

  Policy Number: 04-0004535916 (Insured: ******************************, deceased)

  Dear ****************:

  We are in receipt of your March 29, 2023 consumer complaint submitted to the Better Business Bureau by
  *************************. We appreciate you for bringing this concern to our attention and allowing us an
  opportunity to respond.

  On August 31, 2022, ****************** applied to be the owner of a whole life insurance policy, insuring
  *************************** for a coverage amount of $10,000, with Lincoln Heritage Life Insurance Company. The
  policy was issued as applied for and was mailed to ****************** on August 31, 2022. The policy later
  lapsed due to unpaid premiums, and on February 6, 2023 our policyholder service received and processed a
  request to reinstate the policy, thus putting the coverage back into force.

  On February 24, 2023, our claims department was made aware of ****************** passing, and since death
  occurred within two years from the date of issue and/or reinstatement, a contestable claim review was
  started per the provisions of the policy. Between the dates of March 1, 2023, and March 23, 2023, our
  claims department received a police report, claims forms and a copy of the death certificate necessary to
  continue the contestable review, including ordering medical records, which were requested from ******************************************************** on March 27, 2023.

  We apologize for the frustrations that ****************** states she has been experiencing, thus, we invite her to
  reach out to our office at any time during the contestable review if she has any questions about the current
  status. We would like to offer the following explanation that part of the contestable review entails a request
  of the insureds medical records from two years prior to the date of application to ensure that the health
  information given on the application was true and accurate, and the policy was correctly issued.

  Contrary to Ms. ******** statement in the complaint that we have received ****************** medical records,
  we can confirm that as of the date of this letter, our claims department has not yet received any of his
  medical records, however, upon receipt we will proceed accordingly with the contestable review. Our own
  records show that ****************** contacted our office on March 29, 2023 and was advised that we were
  currently awaiting said medical records.
  
  We are hopeful that this letter provides an explanation to Mr. ******** concerns, and as stated above we
  invite her to contact our claims department at ************ if she has any additional questions. If we can
  be of any further assistance, please reach out to me at ************************************************************** or at
  ************

  Sincerely,
  
  ***********************
  Legal Department

  Customer Answer

  Date: 04/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A representative named ******(sp) came to my door unannounced and did not request a face to face meeting. I was unable to answer the door at the time but my ring doorbell pick up his unprofessional remarks when I didn’t answer.

  

  Business Response

  Date: 02/13/2023

  Please find attached our response to complaint ID ********* If we can be of further assistance, please let us know.

  Customer Answer

  Date: 02/16/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  **** *****
  
   
  

• Initial Complaint

  Date:01/26/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was home sick and in pain this man named ****** rings my bell and says he is from funeral advantage and that I had requested information i may have inquired online never did i ask or invite anyone to my house. I wiuld like that not to happen anymore. If I'm interested in doing business with your company I will contact don't show up at my door because I will never accept that and so ok come on in. Please address this issue.

  

  Business Response

  Date: 01/26/2023

  Please find attached our response to complaint ID ********. If we may be of any further assistance, please let us know.

  Customer Answer

  Date: 01/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  ***** *****  
   
  

• Initial Complaint

  Date:10/17/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m disturbed that the “sales people” came to my home upon my request for info. Knocked several times , rang the bell continually and after telling them 4 times it wasn’t a good time, wouldn’t leave! We’re very aggressive, wouldn’t leave the info but insisted I needed to have a quote in person amd could come back instead of call. And I basically had to walk away shutting the door. RUDE. LOST A POSSIBLE CUSTOMER. The salesman Sean smith was EXTREMELY RUDE to the other young lady assisting him. She was lovely. BUT when I opened the door she was walking around my home??? So weird. No thank you ! Creepy sales method.

  

  Business Response

  Date: 10/24/2022

  Please find our response attached. 

  Thank you.

   

  ****** *******

• Initial Complaint

  Date:10/14/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/11/22 a young man stood in front of my home, on my porch yelling "...delivery, I have a delivery for Richard, delivery!" He did this 2-3 times before I was able to get to the door and see what the delivery was (I was expecting one-just NOT from him). This fraudulent huckster then proceeded into his con game and while I allowed him to sit on the porch, I did want to know why he was using fraudulent means of identifying his reason for being here. He went on trying to push his life insurance on me. I would strongly advise anyone against buying from anyone lying about their motives from buying anything from a hustler after your money. The company he represented: Lincoln Heritage Funeral Advantage. He identified himself only as "*****r" cell phone****-314-****. He admitted to being from out-of-state, as was his company.

  

  Business Response

  Date: 10/21/2022

  Please find attached out response to Complaint ID * ********* If we can be of further assistance, please let us know.

  Customer Answer

  Date: 10/21/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *******
  
   
  

• Initial Complaint

  Date:10/13/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It appears that they trying to rip off my mother who has passed away. In June, I contacted the organization to inform them of my mother death. My mother had a policy that covered all of her sons, one who have already passed. During the call I informed them that I was seeking to cash in my policy because I am well covered in did not need it. The agent informed me that first he has to send me forms for my brothers and I to take over the portion of our policy and name a beneficiary. Did not receive anything until August, two months later. I sent the forms in and again it took them several weeks before I received any documents from them. I called and asked them to send me the documents so I could cash out my account. to date, I have not received the correct documents for me, they kept sending me information regarding my brothers accounts, one to cash out his. Over and over again continue to contact them to get the right documents with no success. I called at the end of September explaining to them that I was going to contact my states Attorney and that I would like to get my policy cashed out. I ended up using the form that had my brother's name as the owner and changed it to apply for my cash out. The next week, I got a check from them with my name and cashed it. Two days later, October 1, 2022, they called my brother telling him that they sent me the wrong check; they said they sent the check for my brothers account and I had to return the money to straighten it out. I gave them permission to transfer the money out of my account and put it in my brother's account. They claim that they could not do that, so gave them my credit card number to pay the funds back. The agent claimed that they were going to send the moneys from my account. No check arrived to date; however, they sent me a letter saying that payment is due and that an automatic loan was on the account to make payments. I strongly believe that they are playing games to send to diminish funds

  

  Business Response

  Date: 10/20/2022

  Please find attached our response to Complaint ID # ********. If we may be of further assistance, please let us know.

  Customer Answer

  Date: 10/20/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *******
  
   
  

• Initial Complaint

  Date:09/15/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document

  

  Business Response

  Date: 09/16/2022

  Please find attached our response to Complaint ID# ********. If we can be of any further assistance, please let us know.

• Initial Complaint

  Date:09/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company will not stop mailing me requests to join their program. I’ve written them twice! I have received 30 requests in the mail. I believe this is harassment! I am filing a report to ask you to get them to stop mailing anything to me. They did not respond at all to my requests to stop. Thank you for your help. ******* ****** 

  

  Business Response

  Date: 09/15/2022

  Please find attached our response to Complain ID# ********. If we may be of any further assistance, please let us know.

• Initial Complaint

  Date:08/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband had a policy with Lincoln Heritage Life Insurance who is now changing their name to Lincoln Funeral Advantage. He died 2/14/22. I called 2/15/22 to cancel this policy. When I called it was a 4min call. I say this because I did the talking explaining my husband had died and I wanted to cancel his policy. The representative said OK and gave me NO FURTHER INFORMATION. I thought it was cancelled. I received a letter in July saying they were paying the policy with a policy loan. I called and talked with Marina because I didn't understand why and how they were taking a loan to pay for a policy that I cancelled. She explained about the policy loan and what I needed to do to actually cancel, and this was the 1st time (July) I was given this information. That I needed a cancellation form, beneficiary change, and a transfer of ownership. I was also to send the death certificate and a picture of obituary with a letter explaining that I just received this information for the 1st time, and I wanted the policy cancelled as of February. The insurance company came back with I never called them to cancel. I provided documentation that I did, including the date, time, and phone number that I called. Then they said it didn't come from your phone number. I talked with Mike C. and he asked for my original letter and the copy of my phone log which I provided showing it was my number. Now the insurance company says, "The cancel form was not completed and returned in a timely manner and there is no further refund due." I've said over and over I didn't receive any information about what was required to cancel until July 19 and that same day I emailed everything they requested. Today, Aug. 16,2022 they are saying they sent me information. If so, why wasn't that said from the beginning and why wasn't I advised when I called on 2/15/22 what was required to cancel the policy. They sent me a check for less than the value of the policy. Cheryl Wilson VP this is unacceptable.

  

  Business Response

  Date: 08/19/2022

  Please find attached our response to complaint ID ********* please let us know if we may be of any further assistance.

  Customer Answer

  Date: 08/20/2022

  Lincoln Heritage continues to ignore the phone log that I sent to them by email and included in this response as well, that I called 2/15/22 at 948am to cancel the policy. I have stated and proved this over and over because they tried to say I never called. They did not explain anything to me that day. The representative said they would cancel the policy, so I thought it was cancelled and that was the end of the conversation. I didn't find out anything different until July when I got a letter saying they were taking a loan out against the policy, and I didn't understand how they could do that on a cancelled policy, so I called and got Marina who was nice enough to explain what was needed. This was the first time I got this information. She emailed the forms 7/19 and I sent them back 7/19. I am requesting the remaining amount of 652.61 because I called back in Feb. It isn't my fault that the phone representative didn't do their job of explaining their procedures. Like the response said my husband was the owner of the policy. I never had any dealings with this company.

  

  Business Response

  Date: 08/23/2022

  Please find attached our follow-up response to Complaint ID# 17726701. Please let us know if we may be of further assistance.

  Customer Answer

  Date: 09/02/2022

   In regard to complai** ********. I have attached 4 files. I have sent this information to Lincoln Heritage 8/11/22. I am also going to forward this information to the link 

  they have provided. I request that they pay me the remaining value of the policy. Thank you.