ComplaintsforTransamerica Life Insurance Company

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to withdraw $3000 from my account for months, but customer service keeps saying they aren't receiving my requests.I have faxed a request form to them 7 times (11/1, 11/5, 11/8, 11/11, 11/17, 12/1)I even tried their "alternative" fax number (11/17)I have sent the request by mail 2 times. (11/5, 11/17)Please help. It's not plausible that Transamerica isn't receiving my requests. I believe they are purposely withholding my money. **************** only encourages me to try continuing to fax and send by mail. There is literally no way for me to access my money.

  Business response

  01/05/2022

  See attached doc

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My aunt passed away on 11/2/21 called this company on 11/3/21 and was told the paperwork would come within 10 days. We never received the paperwork and called again on 11/11/21 and was told it was mailed. Never received and called again on 11/19/21 and agin never received. Called again on 11/29/21, was told nothing had been mailed. Today I got them to email me the paperwork and received it! Im worried I wont receive the check until months from now. They are so incompetent its unreal. Im beginning to think this is a scam because they have lied over and over to me again! Any help you could give me would be so appreciated and grateful. I dont know what else to do. You have to hold forever and ever. One day I was told it would be a 3 hour wait! Please help. Many thanks. *************************** ************.

  Business response

  12/29/2021

  Response.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  **BBB note: The complaint and desired resolution was submitted by the consumer as separate document that is accessible online. If you received this notice via email, please click on the "Write a Response" button to visit the unique online caselink, then, open the appropriate attachment. If you received this notice via postal mail, please type in the caselink into your web browser and open the appropriate attachment. If you have any questions, please contact your caseworker.

  Business response

  12/01/2021

  Attached is our response to the above complaint. This was also uploaded to your website this same date.

   

  Thank you.

   

  *********************** | Intermediate Compliance Analyst

• Initial Complaint

  11/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a POA and have been working with Transamerica to get submitted claims paid since March of 2021. Hold times when trying to contact them are over 30 minutes before you actually can speak to a person. Have been told they have received the required paper documentation and that a claim payment will be made, but no payments have been made on account **********. Have asked to speak to claims manager, but have been told they cannot transfer calls. Transamerica has made it next to impossible for the elderly to file a claim and to get their due payment from this long term care insurance.

  Business response

  11/26/2021

  Please see attached.

  Customer response

  12/03/2021

   
  Complaint: 16147792
  
  I am rejecting this response because:

  I understand ***** was designed to help protect patient privacy, but it was also designed to streamline the administrative processes including payments.  The ***** umbrella should not be used to hide under here.  TransAmerica owes payment on this claim and continues to drag out their process.  Calls to Lakeview Assisted Living and myself are not returned promptly, they continue to demand more documentation and say "it is being processed", when in fact they are just making longer delays. TransAmerica promised this claim was to be expedited months ago and yet it is still open and payment is still due.  This is an awful way to treat the elderly who have paid in full for this service! 

  
  Sincerely,
  *****************

  Business response

  12/13/2021

  Hello, We have responded directly to ***************** with an explanation regarding her concerns. 

  Thank you

• Initial Complaint

  11/04/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have attempted to contact my agent regarding my life insurance policy and a change that I would like to make to it. His phone number is disconnected. I contacted the company several times via email and they keep stating to contact my agent even though I've explained I can't get through to him. I called TransAmerica and spoke to 3 representatives who stated that they weren't licensed to assist me. They took down my information and stated that a manager would call me back. It's been weeks and still no one has reached out to me. I followed up via an online survey as well as with them again via email letting them know that I need to speak to a manager regarding my current policy with them. I can not get ANYONE from their company to respond to me, yet they have no problem charging me every month for their "services."

• Initial Complaint

  10/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was debited $4000 from my checking account with no prior notice. I am negative $2911 in my bank and currently disputing the charge. I attempted to contact TransAmerica and they stated that there was nothing they could do for me and I would have to wait. The agent also advised that he doesn't believe I will be reimbursed for the charge, which was unauthorized. I have also reported my bank to the consumer financial protection bureau as I feel I should have been notified prior to them allowing such a large transaction knowing I did not have the funds.

  Business response

  11/08/2021

  Response was mailed to customers address of record on November 5, 2021.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am the beneficiary on an insurance policy # **LX072251. I've spent the past 30 years living with *****************************, who passed away Aug 18, 2021. We never married each other due to disillusionment with our previous marriages. I moved with her from **********, ** to **********, **. After her passing, I found her policy & called to file the claim. This was in AUGUST. It is now October & still nothing! I've made numerous calls to the claims center with NO resolution. They said something about sending me a request for the DIVORCE ***************** settlement (????). First of all, no such letter was ever received! Secondly, WE WERE NEVER MARRIED & her divorce was 40 years ago! The last time I called, I requested a supervisor. They said no, but that I would be contacted within 48 hours. It's now 96 hours & no response! Please help me! I am now trying to live on ONE income while having to pay the bills for TWO unless I find a roommate soon. This is ridiculous!

  Customer response

  10/07/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Because I have attempted to contact this business & have gotten NOWHERE! There is nothing about this that should be taking 2 months to resolve! It's a simple life insurance policy that isn't even for much money!

*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. ↩