Business Profile

Life Insurance

Security Life of Denver Insurance Company

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Security Life of Denver Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

10 total complaints in the last 3 years.
3 complaints closed in the last 12 months.

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Submit a Complaint

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:03/21/2025
Type:Billing 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.
Trying to contact Security of Denver Insurance Company to let them know my checking account info has changed. I didn't know anything about what is going on until I tried to call and I spoke with a law firm against Security Life. They can't give me any information plus they claim they don't have my information in their records. Security Life continues to take $55.00 a month out of my checking account for 20 plus years for my wife and my life insurance. Does this mean I don't have life insurance? I need to know what is going on.
Business Response
Date: 03/25/2025
Thank you for contacting us. Security Life of Denver is committed to providing the best possible customer service to its policyholders. We will contact the consumer directly to address their concerns and inform them that they may share the response with you at their discretion.
Customer Answer
Date: 03/31/2025

Complaint: 23100152

I am rejecting this response because: The company has not contacted me. I need a phone number and address to contact the company so I can pay my insurance premium.

Sincerely,

***** *****
Customer Answer
Date: 04/11/2025

I received a letter from ******* National Life Insurance Company. I was able to call them and take care of getting my insurance taken care of. Thank you so much for your assistance. Sincerely, ***** and ***** *****
Initial Complaint
Date:11/01/2024
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 am trying to cancel a Universal Life Policy I have had with Security Life of Denver for over 30 years with a surrender cash value. Can find NO WAY to contact them as their phone service sends you to a voice mail that no one answers. Cant get a response or a surrender form or ANY information on how to cancel my policy. VOYA and Resolution Life say they have no policy in my name with that number. Security Life does not have a website or number to contact other than the 800 number on my form which results in the unanswered voice mails! They keep taking my money and are holding over $8k of my cash in a Universal Life Policy Account! Please help.
Business Response
Date: 11/06/2024
We have been in contact with the customer and are sending a letter to her today with information that will assist her.
Customer Answer
Date: 11/15/2024
This is regarding my complaint to the BBB and Security Life of Denver. I have tried repeatedly to respond using the BBB Form and it simply sits there and will not allow me to proceed.

I have been trying for a month to surrender (cancel) my Universal Life Insurance policy. I have called numerous numbers, sat on hold for hours, spoke to a person only to be put thru to an answering machine and start the process again.

Today 11/11/2024, I received a ***** package from ***** ********** of Security Life of Denver (but really from ****** & Company who now owns and services my policy). In it, she claims that I was emailed a surrender form (I was NOT), and that numerous attempts to reach me were made (they were not). The ONLY call I ever received where I spoke about the situation was after filing my BBB complaint.

At that time, I spoke with ****** ****** of ****** & Company. She specifically told me she could NOT email me a form and that it had to be sent to my mailing address. I questioned why I could not use the Cancellation Form ****** & ** had on their website and she told me "Security Life of Denver requires a specific form to be used", at which time I asked why it couldn't just be emailed to me? She said it had to be mailed.

If ****** & ** DBA Security Life of Denver could ***** me a packet with an excuse letter from ***** ********** containing false information and a copy of my entire policy, why could they not just include the only thing I have been requesting? My SURRENDER FORM??

It's absolutely ridiculous. Every day that they can keep my policy from being cancelled is more money they get to take out of my Cash Surrender Value. So they are dragging their feet and not providing me the required documents.

Please see the attached.

Best regards,
***** ********

Business Response
Date: 11/21/2024
A company representative spoke to the customer on November 20, 2024, and advised the surrender form was received on November 11th and processed.
Customer Answer
Date: 11/26/2024

BBB and ***** ********** of Security Life:

I found a copy of this form included in the MAILED packet and FAXED it to the number included on the document that same day. The fax went thru successfully and I have a confirmation of that fact, Your company just continues to put road blocks in to prevent cashing out my policy in a timely manner. Your email address is not a direct reply email and your phone number is the same ridiculous answering service line mentioned in my complaint to the BBB in my initial document. I pressed 8 again.... ridiculous. Just send me the money you owe me to the address below effective 11/11/2024.

See attached FAX CONFIRMATION and SURRENDER DOCUMENT.

Best regards,
***** ********
******************************
Friendswood TX 77546
************
***************************

On Wed, Nov 20, 2024 at 8:32 AM CS Mail <*************************************************> wrote:

Dear Ms. ***************************** find attached the Surrender Form mailed and emailed to you on November 4, 2024, this is the reason I did not include the document in the packet I sent to you.

Should you have any questions you may call our office and speak directly to a **************** Representative. Our call center is open Monday through Friday, 9:00am to 7:00pm.,Eastern Standard Time at **************.

Sincerely,

***** **********
**************** ******* Lead
********************** Life of Denver
Administrative Office
One Integrity Parkway | *********, ** | 44143-1500

Customer Answer
Date: 11/26/2024

Here is the Document approving a FAX Submittal
Business Response
Date: 12/02/2024
A surrender check was mailed to the customer on November 26, 2024.
Customer Answer
Date: 12/08/2024

Complaint: 22501785

I am rejecting this response because: they claim they have sent a check. As of today, December 8, 2024 NO PAYMENT HAS BEEN RECEIVED.

Sincerely,

***** ********
Customer Answer
Date: 12/09/2024
A final settlement check was finally received on 12/9/2024.
Initial Complaint
Date:10/28/2024
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.
Oct 2024 I received a letter stating my husband's life insurance policy would be cancelled for nonpayment of premiums. I have issued payments for all premiums, on time, and in full. When I try to call the company, I get a total run-around - and never get to speak to a human. Calls are routed to dead-end answering machines and/or transferred to "another division" This is a policy we have been paying on and kept in full force for over 20 years. Now that my husband is in his mid-70s, the insurance company seems to be playing games and I can't get anyone to talk to. They just want more money from us - for a policy that we've already paid for. Premiums are $39 each quarter. We already paid $240 this year -- more than the required premiums, and now they want another $115.
Business Response
Date: 11/01/2024
The Company contacted the customer on October 31, 2024 and assisted him with his questions.
Customer Answer
Date: 11/02/2024

Complaint: 22483511

I am rejecting this response because the insurance company does not acknowledge receipt of the timely premium payments made; Every statement received in 2024 has been paid in full. They did finally return one of the many phone calls, but provided absolutely no customer service. They said their premiums increased - regardless, every statement received has been timely paid. When we asked to just cancel the policy, they then refused to provide the cash payout because of the unpaid premiums. If they dont deposit the checks sent, how are we in default? We have zero optionsno insurance coverage after paying on a policy for decades, and no cash payout because of unscrupulous business practices on the elderly. Policy holder is in his mid-70s.

Sincerely,

****** *******
Business Response
Date: 11/12/2024
On November 11, 2024, the Company mailed information to the customer to address his issue.
Initial Complaint
Date:02/06/2024
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.
I have sent multiple surrender forms originals email, fax and **** with tracking starting July 27, 2023. I was told the policy was sold by Voya to Resolution Life, but correspondence has gone to all 3 companies as I have been given multiple numbers and addresses. The last phone call where I was forwarded to someone and not a machine was on January, 17, ****. I was connected to a representative with Resolution Life who stated his name was R.C. and he stated he is a Manager. A concern was I could hear chickens clucking in the background from his site as he was taking the call. He told me they would assign a case number for the surrender form within 48 hours. Multiple calls and messages not returned by anyone from their companies have now brought me here. The monthly premium has continued to be withdrawn from my bank account even though my first surrender form request was submitted in July 2023 when I was told by another representative, that the surrender form would b processed, funds sent to me, completed immediately and the policy closed. I want the funds to be sent to me as stated in my policy surrender and the policy closed. Reading other complaints, I realize this is a constant practice of this company.I have documents proving my submissions and mailings. I received 2 automated responses from 2 of the email submissions, but no other responsea. The latest set of surrender forms were signed for with **** on January 22 at 12:49 p.m.. They were sent to the address R.C. the mananger had me send them to.
Business Response
Date: 02/09/2024
The Company has received your request and has sent an acknowledgement to ******************. We are gathering information to research the concerns raised and expect to have our review completed shortly. Due to Federal Privacy Laws, the Company will be responding directly to ****************** upon completion of our review.
Thank you
Customer Answer
Date: 02/16/2024
They have contacted me and are to respond with their final outcome by February 20, **** according to their email. After their research and my sending them their response email on that date stating they received my email, they found I had made the submission on July 27, 2023 as I stated. I am awaiting their results to close the file/policy and refund the money owed. I will update again on February 21, **** to give them through the end of business on February 20, ********************** their email.
Initial Complaint
Date:12/28/2023
Type:Order 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 completed and signed surrender policy forms. I emailed them and mailed through ***** I have asked for a confirmation of the company receiving the forms. No response. I am unable to create and log into an account
Customer Answer
Date: 12/29/2023
I have been in contact with the company. Please discontinue this complaint
Thank you
Initial Complaint
Date:11/13/2023
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.
In **** I purchased a life insurance policy from my employer through Security Life of Denver. After I retired I received a statement every three months with the amount I needed to pay. After about 25 years I started receiving statements that said the amount I owed was $0.00, but I could pay extra if I wanted. So every other statement I paid $100. I got a statement in July 2023, which was the statement I would skip. I never got any other communication from them until November 10, 2023. Their letter said that my policy lapsed because I hadnt paid enough premiums. I called their customer service. They said that they had sent a statement in September and letters in September and October to notify me that my policy was going to lapse. That is a lie. I never received anything after July until November .Now they say a committee will decide if I can be reinstated. Since I am 74 years old, that is probably not likely. I am sure this happened because they didnt want to pay my $25,000. Not a large amount, but means a lot for a husband and wife living on a fixed income. If I needed to pay a certain amount each month why wasnt it on the statements?
Business Response
Date: 11/27/2023
The Company will review this matter and respond directly to Mr. *** upon completion of our review.
Initial Complaint
Date:05/16/2023
Type:Order 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 insurance company was supposed to withdraw their payment electronically each month. Without notification, they stopped doing so. Then they informed me that I was in default and they were closing our insurance. I am 81 and no doubt they realized they could have to pay out. They wanted $1600.16 to reconsider reinstating me, but there is no word that I get my money back if I'm not. I feel that they are purposely cheating me out of the life insurance I have paid for almost 40 years. They were the ones who failed to collect their payment just to avoid having to honor their legal commitment.
Business Response
Date: 06/01/2023
The Company has responded directly to ************ to address his complaint.
Initial Complaint
Date:02/24/2023
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.
Security Life of Denver Claims that "Someone" took out a whole life policy of $250 in ****. If i wanted to cash it in, it would be worth $196. This is a total Scam, and simply looking to get my full SSN and address.
Business Response
Date: 03/06/2023
In compliance with state and federal privacy laws, we are responding directly to ****************** regarding his concerns.
Business Response
Date: 03/07/2023
March 6, 2023
BBB ********************* Better Business Bureau
Sent Via Email *****************************************

RE: Your Case Number: ******** Complainant: *************************

*********************:
We are in receipt of your letter dated February 24, 2023, regarding the above- referenced ID
number. ******* National Life Insurance Company (*******) administers a block of business for
Security Life of Denver Insurance Company (Security Life). The policy numbers we contacted Mr.
******* about are included in the block of business ******* services.

We understand ****************** has questions regarding a letter he received from our office. Our office
routinely conducts searches for current addresses when an address is missing on a contract. The
letter ****************** received from our office dated February 9, 2023, was in response to an address
update.

In compliance with state and federal privacy laws, we are required to restrict access to Mr.
Winfreys policy information to the policy owner. Our office is responding directly to Mr. ************;
regarding his concerns.

If you have any further questions, I can be reached at *******************************, or by
facsimile at ************.
Sincerely,

*************************
Customer Relations Specialist
Initial Complaint
Date:01/06/2023
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.
My father had a life insurance policy for his kids of which I am one He passed in 2013 and I continue to pay the premium I have stopped receiving bills and wait times to talk exceed 3 plus hours . The reviews are atrocious and now Im concerned its a scam Please advise .
Business Response
Date: 01/10/2023
We have contacted the customer directly in order to assist him.
Initial Complaint
Date:06/01/2022
Type:Billing 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 recently tried to change payment method for insurance policy ********** and I received a letter from Security Life of Denver Insurance Company that said that the policy was paid in full on 08-1-2006, and that no further premiums are required. But they have been transferring $12.60 per mouth the hold time? I have documents that from bank to provide this. So of course, I tried to find out what they were going to do about refunding years of extra premiums that they took?? They do not want to talk to me! See attachments.
Business Response
Date: 07/22/2022
The Companys privacy policy does not allow the sharing of confidential information with unauthorized individuals or entities, such as the Better Business Bureau. Therefore, we have responded directly to ************** regarding her concerns. Should she wish to share the response with your office, she can do so.

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Security Life of Denver Insurance Company is NOT a BBB Accredited Business.