ComplaintsforPuritan Life Insurance Company of America

• Initial Complaint

  09/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Re. Very bad customer service I bought from ********************** Life a ********* policy C1000119 which I canceled during the 30-day free look period on 7/26/2022. I applied for a new policy *********** 4.6% on 7/26/22 and crossed on page 2 Return of Premium Rider No. On 8/9/2022 I received a new policy C1000222 ********* 4.3%, information current as of Aug 8, 2022. This policy was wrong. I talked on 8/9/22 at about 11:00 AZ time with the manager *****. She promised me to correct the fault and send me a new policy *********** 4.6%.On 8/12/2022 I received the new policy with the same errors, C1000222 ********* 4.3%, information current as of Aug 10, 2022. I called immediately at about 7:45 AZ time customer service and spoke to the team leader ***. On 8/15/22 finally I received the corrected policy C1000222 *********** 4.6%, information current as of Aug 13, 2022. Of $100 But on page 1 of the policy was my first name wrong: a n was missing at the end. I immediately complained to customer service.It took me more than 1 hour to get these faults corrected, 2 times wrong policy and one time wrong first name.On 8/18/22 I sent an email to Puritan Life asking for a reimbursement of $100 for the loss of time and all the trouble because of this very bad customer service. First no response. After complaining again by email on 8/26/22 I received a call from Manager ***** on 8/30/22. She told me that Puritan Life cant reimburse me for the loss of time.On 9/16/22 I sent an email asking for an answer in writing, which I received on the same day by email from ***********************. He offered me only as a courtesy that they are willing to extend the free look period on your contract to the close of business on Friday 9/23/22 at 4pm Central Time.I dont accept this offer and asking for the reimbursement of $100

  

  Business response

  09/19/2022

  Thank you for your comments, we are always striving to ensure our customers receive excellent customer service and we apologize that your experience was less than perfect.

  As we have discussed with you, and as you noted, all of your requested changes have been made and the policy has been issued to your satisfaction. Since it was our initial error that required the rate correction on your policy, we have extended the free look ****** on your policy, allowing you to move your money if you feel like our company is not the right fit for you. As you mention, this grace ****** has been extended until 9/23/22.

  Our contract, which is filed and approved by the insurance department in the state where your policy was issued, does not have any provision for monetary reimbursement for people who wait on hold with customer service. We would hate to lose your business, but we believe we have resolved your stated complaints and have addressed all of your concerns.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Unlike other annuities where I'm required to take a minimum distribution who put the money into my credit union account the next day, Puritan insisted I fill out a form and then to send the check directly to me (claiming they were worried about a Russian cyber attack, which the government tells us was foiled). I got a letter dated March 31sth (received April 5) from *********************, ********************** in which he inaccurately claimed that my annual distribution is $4,407.41. It actually is $5,618.54 but I will be asking for another distribution later in the year. There was no check (I was told on the phone that it was mistakenly left out). Another letter, also dated March 31st (received April 7) included the check, but inaccurately stated "Your next payment will be processed on March 25, 2023". I never asked for that, and have no idea where that misinformation came from. I had called customer service asking where my check was. I called again on April 5th and spoke with someone named ******* around 10:35 AM. He said he had spoken with me before and hung up on me. I called back around 10:42 AM PST and spoke with someone named ***** asking for a supervisor. He put me on hold for about 15 minutes, then said he would transfer me to a supervisor named **** who was waiting for my call. When he transferred me I got a message instead, and asked her to call me. She never did. On April 6th I called again and was instantly transferred to technical assistance where I spoke with someone named ***** I asked to speak with a supervisor. He kept me waiting for 20 minutes and never got a supervisor. I called back again and spoke with someone named *******. She was professional and promised to send messages to 2 supervisors who would contact me. No one ever did. On April 7th someone called, and hung up when I picked up the phone. I called the number back and found it was the customer service number. How can I trust this company with my hard-earned money?

  

  Business response

  04/20/2022

  We are glad that we are able to resolve all concerns over the phone.  We thank you for being a customer of ********************** Life and would be happy to help with any future needs. 

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