ComplaintsforNorth American Company for Life and Health Insurance

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Like several of the complaints filed against NACOLAH; Ive also experienced their unethical, dishonest practices and refusal to cooperate. I have contacted NACOLAH numerous times only to be presented with various roadblocks. After 27 years of never missing and always paying our policy on time, they refuse to discuss anything with me, even though I have the correct policy number and personal information (including SSN) until I submit a trust certification form to restate the information already provided. Submitted the form 3 weeks agostill under review. They wont even tell me why the quarterly invoices are no longer being sent. Theyre trying to make the policy lapse due to late payment. This is the most unethical insurance company Ive ever dealt with.

  

  Business response

  07/26/2022

  North American is committed to our customers and regrets the frustrations expressed by *************************.  As we are unable to confirm a policy number from the information provided, we will be reaching out to ************************* directly for additional information so we can review and respond directly regarding the concerns communicated.  

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm the Treasurer for my church. We had a life insurance policy tied to a loan with North American since **** for $75,000. The insured became gravely ill in January of 2022. I filed paperwork that was accepted by North American in February of 2022 that listed all signer/officers for the church ***************************** of ******, that would be allowed to file claim in event of the death of the insured. North American accepted the paperwork in February of 2022 which was the paperwork they had given me. The person died in March of 2022. I filed paperwork to process the death claim in March of 2022 inclusive of death certificate, and corporate bank resolution from our bank from September of 2021 to process the claim. North American denied the claim in April stating they could not accept the resolution for identity of the officers of the church. Reminder, we processed the paperwork with North American in February, and it was accepted, these are same officers. Now we begin a ************************************************************************************** April ************************************************************************************************** early May, North American now accepts the bank resolution provided in March,claim stalls again as suddenly they realize a collateral hold is on the policy from the bank, and they now need a collateral release of payoff figure. I provided the payoff figure on June 16th. Remittance has still not been made to the bank **************** nor has the Church received their money. North American has been in receipt of death certificate, claim form, and resolution since March of 2022 we are heading into July the claim has not been processed. Company fails to be assertive in the matter. Everytime documents are exchanged they hide behind a 10-business day turnaround which leaves about 12 business days each month to process any business. The policy number is CERTCERT012780. Church has been severely impacted financially

  

  Business response

  07/08/2022

  North American extends our sincere apologies and regret the frustration expressed by the Complainant. We strive to provide exceptional customer service and it appears we did not meet expectations in the processing of the claims referenced. North American appreciates the opportunity to review and respond to the feedback and concerns presented and states all requests have been completed and communicated to the concerned party.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was misrepresented/scammed into a indexed universal life insurance policy by my two financial advisors I trusted for years as a financial investment which they said would save me a lot of money in taxes because I would be starting a new job making much more money. The policy went into effect June 2nd 2021. I did not even want a life insurance policy. I lost that job within 2 months & told them I could not pay the $100,000 yearly premium because I wouldn't be able to afford it. It was a policy to pay $100,000 for 10 years, then would pay out a monthly sum like an annuity or a lump sum. They said that was ok, that I had a flexible premium policy where I wouldn't have to pay the full $100,000 each year. I could pay $50,000 or less or nothing at all. I asked if my initial $100,000 would be safe & not lose any money if I didn't put any more money in it. He assured me that my money would be ok, pointing out that the policy would pay 2% up to 8% on the market, with no loss. *** said the money I would make in the market would more than make up for the cost of the insurance policy. Then, this year I went to put money in my *** with *********** wanted to know how much money I was going to put in my life insurance policy. I said I wasn't going to put any money into it as I couldn't afford to. He seemed very worried & I again asked him if my initial $100,000 was safe & he reassured me it was. Later, at their office I asked ***** to show me in the policy it said my money was safe & he said he didn't know & to ask ***, so I called ******** didn't answer the phone. Then, I called the policy's phone ************* informed me that all my money would be gone by the 5th year by the policy costs. Now I am working with this company through their dispute process which started May 4th 2022. I want ALL of my $100,000 back. This policy has a surrender charge that takes most of the ********* can't lower the death benefit until the 3rd year, which will take most if not all my money by then.

  

  Business response

  06/01/2022

  North American is committed to our customers and regrets the frustrations expressed by our Policy Owner. North American appreciates the opportunity to review and respond to the feedback and concerns presented and states a detailed response will be sent to the concerned party directly.
  

• Initial Complaint

  03/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My complaint with North Amercian Life Insurance company is the customer service. I have tried repeatedly to make a premium payment via draft from my personal bank account. When I discovered the premiums were not being deducted from my checking account, I tried to access my policy via the website. The website blocked me from my account not allowing me to make a payment or even view information about my life policy. I called customer service and they would not give me an answer on why my website account was blocked on line and did not offer any assistance on why the automated draft to pay my premium was not executed. All I am trying to do is make a premium payment to keep my policy active. Please help!! I have had this policy for 20 years and just renewed it paying a higher premium. Thank you!!

  

  Business response

  03/10/2022

  North American regrets the frustration expressed by the Complainant. We appreciate the opportunity to review and respond to the feedback and concerns presented and state all issues have been resolved and communicated to the concerned party.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My late wife purchased a life insurance policy with this company in April of 2019. Premiums were paid on time every month, never late, policy never lapsed or was reinstated. My wife passed in August of 2021 from Covid-19. I contacted the company and received the claim packet via ***** I then gathered all the documentation they needed including an original certified death certificate and submitted the claim. I have the receipt and tracking number from **** stating that they received the documents on Nov, 24, 2021. The company has given me NO information about why this claim has not been paid as of yet, I am told that it is still processing and under review. I have hired an attorney, he hasn't gotten anything different from them. I have filed a complaint and investigation with the State of NJ ********** of ******* and Insurance as well. This company has not responded to phone calls, emails, nor have they sent anything via **** regarding anything other then the claim packet in November of 2021. I have contacted the ********** ********************** the claims manager ************************ and the claims department ********** ***************** and have gotten NO RESPONSE at all. This company took our money for over 2 years, and refuse to give any answers or pay the claim. It has been a nightmare losing my wife so young, made even worse by this company. I have called 2-3 times per week and so has my lawyer. Its been almost 60 days since the claim was submitted and the only response I receive is that is still under review.

  

  Business response

  01/21/2022

  North American is reviewing this matter and will be directing further correspondence to the ********** ********** of ******* and Insurance.  

• Initial Complaint

  01/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Insurance company name www.northamericancompany.com Please help me , I want come out of insurance policy with my money back. problem: insurance/investment/financial scam "problem: insurance/investment/financial scam "******* *************************************" the scammer explained about an insurance plan which also works like investment. I specifically asked before start about fiduciary and he mentioned he works for me. He promised the investment doesnt charge anything, money grows with *** annual growth of 9.5%, money doesnt go down like stock market, ability to withdraw money at anytime or cancel the policy anytime without penalties, also ability to pause payments without any penalties. After joining the policy, noticed that payment amount is not equivalent to accrued amount, when asked he mentioned to wait another year. After few months the person who referred me told that Insurance charges money every month. When I called insurance they told that they will charge $200 every month and 5% admin fee i cannot cancel the policy and if i do i will loose all the money that I contributed. I called "***************************" regarding the charges and he is denying that he has hidden the fees and he cannot do anything. Basically he is lying to everyone and making them join the insurance plan and he is getting commissions through the fees. This is fraud. Can you please help me to receive my money back ? My email is

  

  Business response

  01/21/2022

  The Company has been in contact with the customer and has provided background information regarding the Policy as well as options for next steps. The Company will stay in contact with the customer working towards a resolution.

  Customer response

  02/03/2022

   
  Better Business Bureau:

  ****,

   

  I have got my money back from north american company.

  you close my compliant 

  Complaint ID:

  16447197

   

  thanks,

  Ashoka

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

  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  27 years of doing business w/ this company since purchasing my whole life insurance policy. Prior to this last year, I had never had a problem in all my dealings during this time. Until 9/2/20 when the 2nd letter stated my policy had entered grace ******* I was very alarmed by this 2nd letter & made my first of several attempts to contact the telephone number listed in the letter for information about resolving why my policy had entered a grace ******* The agent I spoke to could not give me an answer. The reason was she did not know why this was occurring. I thought wrongly that maybe I just reached a green agent but would try again in hope of maybe reaching someone next time who would be able to help me & know why. To date, after receiving 30+ of the same letters twice every month for over a year, after making numerous calls & emails sent in an effort to get the same question answered I still have not gotten any information that would resolve the problem of why my policy continued entering & remaining in ****** That was my sole purpose for continuing to contact North American. With every call I made, each agent I spoke to was nastier, more unprofessional, & unyielding. Seemingly, only serving as a barrier to obstruct my ability to resolve any issue that would prevent my 27-year policy from its termination. Throughout this whole time, all monthly payment amounts were paid as requested. With every amount due increasing without an explanation why or where these amounts were coming from. All this after being told some years prior that all that was required to keep my policy active was $1.00 per month. I have been beyond distressed by all my dealings with this company. With every call I had to make caused such anxiety & stress to my life with no hope given of ever reaching assistance or a temperate word.

  

  Business response

  01/27/2022

  
  North American is committed to our customers and regrets the frustrations expressed by our Policy Owner. We appreciate the opportunity to review and respond and have sent correspondence directly that we trust she will find helpful.

  Customer response

  01/30/2022

   
  Complaint: 16329333
  
  I am rejecting this response because: 

  I have not received anything that would be considered "helpful". All that I have received is an application requesting detailed medical & personal information for approval of a life insurance at my age of 86. How is that helpful? I've had this policy for 27+ years & I don't believe my policy termination at 86 years old was an accident. Had I been given information or options about the problem & how to resolve it than I could possibly agree that this termination didn't come out of left field & I would understand.

  I have several attempts & put forth many efforts each month contacting the company for any information between August of 2020- December of 2021 at the telephone number referred to in each letter I received (twice monthly) to contact for information about this issue & I was never given any each time I called. Each agent I spoke to all stated they "don't know". All requested payment amounts had been paid & I still have not received any information about why my policy was continually entered into a grace ********************* have never encountered a situation with this company throughout the years, prior to August of 2020, where I was unable to receive information about an issue. In this last year, every agent I have spoken with did not know or have information about this issue. On top of that all, but 1-agent, was condescending & abrupt.  

  Very Sincerely,

   

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

  

  Business response

  01/31/2022

  North American regrets your continued dissatisfaction, however our response was mailed to you on January 26th and I believe you should receive it in the next few business days. Upon receipt please contact the Company directly for further assistance. 

*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. ↩