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Initial Complaint
09/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My husband had a cancer policy that paid a lump sun. I have nothing but problems collecting on that policy. We started this before he passed in June of 24. After he passed I sent them the death certificate that states the cause of death was liver cancer. Now they want the ** scan and a reason from the doctor why a pathology on his liver was not preformed. As I explain they did not need a pathology on the liver because they could see that he had cancer on the T5-T8 sections of his liver and was terminal and non operative. *** stated they sent a request to ******. I called them and they do not see they received anything from GTL. I have requested this information and will get GTL the paperwork they have requested. Just know GTL I will not go away. I will be your worst word of mouth till this claim is resolved. You are not doctors and should never put a widow out on a limb and jump through hoops to get the money after a death certificate that stated cause of death was liver Cancer.
Business response
09/17/2024
Dear BBB Representative,

We are in receipt of correspondence dated 9/12/2024 regarding the consumer complaint filed by ***** ****. Thank you for bringing this matter to our attention.

As our response contains confidential health information subject to protections afforded individuals under the Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule we are unable to respond directly to you without obtaining a signed HIPAA Authorization from ***** **** on behalf of ****** **** allowing us to do so. Due to this fact, upon completion of our investigation of this complaint, we will send our response directly to ***** **** in regards to this matter.

I trust the information provided will help clear up any further concerns in reference to this consumer complaint, and allow you to close your investigation of this matter.

Sincerely,

******* ********
Guarantee Trust Life Insurance Company
Product Approval and Compliance
Senior Compliance Analyst
Initial Complaint
08/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My mother purchased this policy with an agent **************** and in July she was diagnosed with being terminally ill. We called and were sent a claim form for the nurses that were coming out. Each time I called we were told something different. I finally had to escalate to a manager. We finally thought we were getting somewhere when the case was escalated. We spoken to supervisors, agents and higher *** but still nothing. It's been close to two weeks now that the claim has been escalated. My mother has since passed away and the company refused to stop billing. We would like the claim to be completed and paid back for the thousands of dollars we spent, as they said we would be reimbursed. Nothing shows on their site about the processing and when the check will be sent out. This is further causing grief to the family as we'd like to wrap up her affairs and be finished with the whole experience. We can get no where with anyone.
Business response
08/30/2024
Dear BBB Representative,

We are in receipt of correspondence dated 8/29/2024 regarding the consumer complaint filed by *************************, and we thank you for bringing this matter to our attention.

As our response contains confidential health information subject to protections afforded individuals under the Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule we are unable to respond directly to you without obtaining a signed HIPAA Authorization from ************************* allowing us to do so.Due to this fact, we will send our response directly to ************************* in regards to this matter.

I trust the information provided will help clear up any further concerns in reference to this consumer complaint and allow you to close your investigation of this matter.

Sincerely,

*******************************
Guarantee Trust Life Insurance Company
Product Approval and Compliance
Senior Compliance Analyst

Customer response
09/03/2024

Complaint: 22207162

I am rejecting this response because: I have made numerous attempts to contact this company. It has been escalated to claims, the claims supervisor ***** and upper management. They no longer will speak to me or return my calls. In addition to this they have closed my mother's claim as unpaid. Not only that I have received nothing from this company regarding any HIPAA documents.

Sincerely,

*******************
Business response
09/11/2024
Dear BBB Representative,

We are in receipt of correspondence dated 9/4/2024 regarding the consumer complaint filed by *************************, and we thank you for bringing this matter to our attention.

As our response contains confidential health information subject to protections afforded individuals under the Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule we are unable to respond directly to you without obtaining a signed HIPAA Authorization from ************************* allowing us to do so.Due to this fact, we have mailed our response directly to ************************* in regards to this matter.

I trust the information provided will help clear up any further concerns in reference to this consumer complaint and allow you to close your investigation of this matter.

Sincerely,

*******************************
Guarantee Trust Life Insurance Company
Product Approval and Compliance
Senior Compliance Analyst
Customer response
09/12/2024

Complaint: 22207162

I am rejecting this response because:
The company claims that they've sent me correspondence however I have received nothing. On the other hand now when I call in I'm told that they are not allowed to speak with me. Prior to me putting in escalations with supervisors and challenging their claim decision they had no problem speaking with me. As of now I am getting the run around. If I don't hear anything or receive anything I will proceed with legal action. This company has taken money from my mother who was a senior citizen at the time. Gave her false information for the insurance and when the insurance was needed they made claims that she didn't meet the criteria. My mother has since passed away and met all the criteria while she was in hospice.

Sincerely,

*******************
Initial Complaint
08/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am the executor for my sister, who died from a fall in her home last November 10. Her name is *******************. She had a policy issued to pay a per diem if hospitalized and we expected a $1500 filing and sent the death certificate and all the hospital bills as requested by this company. They continue to delay payment and recently declined payment due to her local internist (her doctor) hasnt returned their inquiries. Her policy ID is **********. The claim is ************. I have talked with them on numerous occasions and believe they are not going to pay.
Business response
08/12/2024
Dear BBB Representative,

We are in receipt of correspondence dated 8/9/2024 regarding the consumer complaint filed by ************************* on behalf of *******************. Thank you for bringing this matter to our attention.

As our response contains confidential health information subject to protections afforded individuals under the Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule, we are unable to respond directly to you without obtaining a signed HIPAA Authorization from ************************* allowing us to do so.

Due to this fact, we will send our response directly to ************************* in regards to this matter within the parameters youve presented.

I trust the information provided will help clear up any further concerns in reference to this consumer complaint, and allow you to close your investigation of this matter.

Sincerely,

*******************************
Guarantee Trust Life Insurance Company
Product Approval and Compliance
Senior Compliance Analyst
Customer response
08/19/2024

Complaint: 22112948

I am rejecting this response because: I have not received any response or Hippa request from Guaranty Trust; they have not responded by direct mail or an email. I will sign a Hippa release.

Sincerely,

*************************
Business response
08/23/2024
Dear BBB Representative,

We are in receipt of correspondence dated 8/20/2024 regarding the consumer complaint filed by ************************* on behalf of *******************, and we thank you for bringing this matter to our attention.

As our response contains confidential health information subject to protections afforded individuals under the Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule we are unable to respond directly to you without obtaining a signed HIPAA Authorization from ************************* allowing us to do so.

Due to this fact, we have mailed our response directly to ************************* in regards to this matter and he should receive it shortly.

I trust the information provided will help clear up any further concerns in reference to this consumer complaint, and allow you to close your investigation of this matter.

Sincerely,

*******************************
Guarantee Trust Life Insurance Company
Product Approval and Compliance
Senior Compliance Analyst
Initial Complaint
07/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
02/06/2017 Through 06/03/2024 I paid $2,721.49 I was paying for a premium out of my account for my brother that passed away and because of my health issues and memory loss I never realized I was still paying all this time until my grand-daughter looked at my account and made me aware.When I called the business and made them aware they advised me they would issue a refund, which they did, I was thinking the refund of the premium would be refunded back to my bank account since the money was coming out of my bank account since they was aware my brother was unable to pay since he had passed on 02/06/17 which they knew since I sent in the death certificate, but they issued a check to the Estate of ************************* who is my brother who passed away even though it wasn't for a life insurance payoff it was just for the premium refund I had been paying since he passed. Yes they business sent a check to the Estate of ************************* to me, but I have no way of cashing it and because of my health and the limited ability to go anywhere since I haven't been able to drive. They stated I could get a Affidavit of ************ filled out and sent in and they would re-issue the check in both my brother and I name. I have no way of getting around and my grand-daughter is helping me and my elderly sister who can not be left alone for any reason because of her health condition, so it seems impossible to get this resolved. The $2,721.49 I've paid doesn't seem like a lot to most, but that is a lot of money for me with limited resources.
Business response
07/17/2024
Dear BBB Representative,

We are in receipt of correspondence dated 7/13/2024 regarding the consumer complaint filed by *******************. Thank you for bringing this matter to our attention.

As our response contains confidential information subject to protections afforded individuals under the Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule we are unable to respond directly to you without obtaining a signed HIPAA Authorization from ******************* allowing us to do so. Due to this fact, we will send our response directly to *********************** in regards to this matter.

I trust the information provided will help clear up any further concerns in reference to this consumer complaint, and allow you to close your investigation of this matter.

Sincerely,

*******************************
Guarantee Trust Life Insurance Company
Product Approval and Compliance
Senior Compliance Analyst
Initial Complaint
09/08/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I have a policy with Guarantee Trust that pays me per day I am hospitalized. I have submitted and they have acknowledged they have received all the paperwork they required. After repeated calls I have not received payments due. I faxed the company with required info. on 5/23/23 and they responded they have my info and waiting on my Dr.'s response. They have acknowledged they have all the info. and a check was to be mailed. After repeated calls and assurances the funds would be mail I have not received the policy amount due.
Business response
09/11/2023
Dear BBB Representative,

We are in receipt of correspondence dated 9/9/2023 regarding the consumer complaint filed by *************************. Thank you for bringing this matter to our attention.

As our response contains confidential health information subject to protections afforded individuals under the Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule, we are unable to respond directly to you without obtaining a signed HIPAA Authorization from ************************* allowing us to do so.

Due to this fact, we will send our response directly to ************************* in regards to this matter.

I trust the information provided will help clear up any further concerns in reference to this consumer complaint, and allow you to close your investigation of this matter.

Sincerely,

*******************************
Guarantee Trust Life Insurance Company
Product Approval and Compliance
Senior Compliance Analyst
Customer response
09/14/2023

Complaint: 20576454

I am rejecting this response because: Funds from my account have not been received after repeated calls to their office . I do give my Hippa permission to Guarantee Trust Life to release medical information on my behalf concerning this matter.

Sincerely,

*************************
Business response
09/18/2023
Dear BBB Representative,

We are in receipt of additional correspondence dated 9/18/2023 regarding the consumer complaint filed by *************************. Thank you for bringing this matter to our attention.

As our response contains confidential health information subject to protections afforded individuals under the Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule, we are unable to respond directly to you without obtaining a signed HIPAA Authorization from ************************* allowing us to do so.

Due to this fact, GTL has responded directly to ************************* in regards to this matter. We GTL is pleased to inform you that the claimed event was processed and payment was released 9/12/2023 to the consumers address of record.

I trust the information provided will help clear up any further concerns in reference to this consumer complaint and allow you to close your investigation of this matter.

Sincerely,

*******************************
Guarantee Trust Life Insurance Company
Product Approval and Compliance
Senior Compliance Analyst
Initial Complaint
08/23/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Submitted a claim and all required documentation on 4/26/23 for my father as I am his POA. Every time I call, they tell me it is under review. This has been going on for four months with no resolution.
Customer response
08/25/2023
******************************, Policy #GTA6220118, Date of claim 4/26/23
Business response
08/28/2023
Dear BBB Representative,

We are in receipt of correspondence dated 8/28/2023 regarding the consumer complaint filed by ***************************** on behalf of ******************************. Thank you for bringing this matter to our attention.

As our response contains confidential health information subject to protections afforded individuals under the Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule we are unable to respond directly to you without obtaining a signed HIPAA Authorization from ****************************** allowing us to do so. Due to this fact, we will send our response directly to ****************************** in regards to this matter.

I trust the information provided will help clear up any further concerns in reference to this consumer complaint, and allow you to close your investigation of this matter.

Sincerely,

*******************************
Guarantee Trust Life Insurance Company
Product Approval and Compliance
Senior Compliance Analyst
Customer response
09/02/2023

Better Business Bureau:

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
03/31/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Starting in Jan. 2022 I enrolled in a short term home health care policy that is a supplement to ********* I am charged $54/month for the coverage. By sending in 5 prescription receipts/month, I receive $10 each or $50 in a monthly check. The system worked great last year because I was receiving my refund checks monthly for the year. This year has been a different story because I have yet to receive one of my refund checks. As of this week I have now sent in my receipts for ******** ****** without one refund check. I called them twice about this issue with the most recent one being on Mar. 17. At that time they said that the check went out that day. It has now been 2 weeks, and I still haven't received it. Something does not seem right here. I was hoping the BBB could help in resolving this issue for me because I don't know what else to do.
Business response
04/04/2023
Dear BBB Representative,

We received correspondence on 4/3/2023 regarding the consumer complaint filed by ********************************** Thank you for bringing this matter to our attention.

As our response contains confidential health information subject to protections afforded individuals under the Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule, we are unable to respond directly to you without obtaining a signed HIPAA Authorization from ********************************* allowing us to do so. Due to this fact, we will send our response directly to ********************************* in regards to this matter.

I trust the information provided will help clear up any further concerns in reference to this consumer complaint, and allow you to close your investigation of this matter.

Sincerely,

*******************************
Guarantee Trust Life Insurance Company
Product Approval and Compliance
Senior Compliance Analyst
Initial Complaint
11/21/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Oct 31,2022, I contacted BC/BS regarding ******** advantage health insurance. The agent said we could take advantage payback provision. She then said we could get additional hospitalization to cover days 1-6 for a small fee. We agreed on this with the understanding that payments would be auto withdraw starting Jan.2023. When I checked my bank account later that day it had already been with drawn. I immediately contacted ** and was told this wasn't through them and was given the phone number to caLL Guarantee Trust Life Insurance @ ************,and talked with ******* who said they would send a check for $71.47 directly to me since they didnt reimburse credit cards. i told him it was a debit card and he said they didnt take debit cards. I told him they do because a withdraw had already been made. I have called twice since then and have not received my reimbursement. I cancelled my policy effective that day as well as cancelled with **.
Business response
11/22/2022
Dear BBB Representative,

We are in receipt of correspondence dated 11/21/2022 regarding the consumer complaint filed by *************************. Thank you for bringing this matter to our attention.

As our response contains confidential health information subject to protections afforded individuals under the Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule we are unable to respond directly to you without obtaining a signed HIPAA Authorization from ************************* allowing us to do so.Due to this fact, we will be sending our response directly to ************************* regarding this matter.

I trust the information provided will help clear up any further concerns in reference to this consumer complaint and allow you to close your investigation of this matter.

Sincerely,

*******************************
Guarantee Trust Life Insurance Company
Product Approval and Compliance
Senior Compliance Analyst
Initial Complaint
09/27/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 10/29/2007 I took out a cancer policy with Guarantee Trust Life Insurance Company (GTL) and had a return of premium rider after 15 years of paying. It will be 15 years Nov 2022 and the company is now refusing to return my premiums. In 2021 , I realized I was paying for a family policy that was no longer part of the family and asked to remove the ex-spouse. They did and issued a new policy number for unknown reason and now say I have to wait another 15-years of paying to receive the return of premium. They never explained this and appears to be a clever way attempting to not pay the near $12,000 they were required to return. I have letter from them stating that the Maturity date has been restored due to being unclear, but are still refusing to return premiums for 15years.
Business response
09/30/2022
Dear BBB Representative,

We are in receipt of correspondence dated 9/27/2022 regarding the consumer complaint filed by ************* and we thank you for bringing this matter to our attention.

As our response contains confidential health information subject to protections afforded individuals under the Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule, we are unable to respond directly to you without obtaining a signed HIPAA Authorization from ************* allowing us to do so. Due to this fact, we will send our response directly to ************* in regards to this matter.

I trust the information provided will help clear up any further concerns in reference to this consumer complaint, and allow you to close your investigation of this matter.

Sincerely,

*******************************
Guarantee Trust Life Insurance Company
Product Approval and Compliance
Senior Compliance Analyst

Customer response
10/02/2022

Complaint: 18134740

I am rejecting this response because: This has nothing to do with my ****** it deals with the company refusing to honor a return of premium that I have been paying on for ********************************************************************************************* Nov. If they want a form signed anyway why did they not provide one?

Sincerely,

*************
Business response
10/17/2022
Dear BBB Representative,

We are in receipt of additional correspondence dated 10/14/2022 regarding the consumer complaint filed by *************, and we thank you again for bringing this matter to our attention.

As our response contains confidential health and personal information subject to protections afforded individuals under the Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule, we have responded directly to ************* regarding his concerns as follows.

On 10/3/2022, a member of the ********************* team personally reached out to Mr. **** via phone, shared our Companys sincere apology for the discrepancy recently communicated to him regarding his Return of Premium maturity date, and assured him the letter he received from our Company dated September 29, ******************* that it confirms his November, 2022 maturity date and the requirements for exercising the *** option.

Subsequent to GTLs 10/3/2022 phone conversation with Mr. ***** an email message that confirmed the information GTLs ***************** team member shared with ************* during the conversation was also successfully transmitted to him on 10/3/2022.

Moreover,on 10/10/2022, GTL replied to the BBB complaint filed by ************* via a comprehensive letter that included the name of a specific contact person in GTLs ************** who will gladly service his request upon receipt. The letter dated 10/10/2022 was mailed to ************* to the address of record.

I trust the information provided will help clear up any further concerns in reference to this consumer complaint and allow you to close your investigation of this matter.

Sincerely,

*******************************
Guarantee Trust Life Insurance Company
Product Approval and Compliance
Senior Compliance Analyst
Customer response
10/19/2022

Better Business Bureau:

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
08/04/2022
Complaint Type:
Billing Issues
Status:
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.
On May 9th 2022 I had outpatient surgery done at the ********************************************************* On June 30th 2022 I received a balance on an invoice that was not covered and so I sent the invoice to Guarantee Trust because I have an outpatient surgery benefit where they are suppose to pay the balance of any outpatient surgery with the exception of some exclusions that are listed on my policy. After I sent the invoice in to GTL I received a reply back in the mail on June 24 stating "This is not a covered procedure". I've been trying to get an answer as to why this procedure was not covered. I looked at all the exclusions and there's nothing in my policy that would tell me why it wasn't paid. I called at least 6 or 7 times and sent about a dozen email messages. I was told the invoice has to be an itemized invoice with specific codes. I received the right invoice and submitted it back to GTL, and again no calls or emails letting me know what happened to my payment. According to the plan I have GTL is suppose to pay $1000 for outpatient surgery. I tried calling again with no luck. I send more email messages still no luck, so I called the representative that sold me the policy and he called GTL. My insurance agent was told that there was no incision when they did the surgery so they won't pay the invoice. My surgery was laser surgery and many of the outpatient surgeries now are laser surgeries. I was never given any information stating that they would not pay for this type of surgery. I also went over my policy before I signed up with a GTL representative and I was told everything was covered with the exception of the exclusions. My primary insurance paid for almost 100% of the surgery and the purpose of having GTL is to pay for the balance of hospital payments. I would like to have a copy of the reason or any type of more details as to why my invoice is not getting paid.
Business response
08/12/2022
Dear BBB Representative,

We are in receipt of your correspondence dated August 4, 2022, which concerns a consumer complaint filed by *******************.Thank you for bringing this matter to our attention.

As our response contains confidential health information subject to protections afforded to individuals under the Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule, we are unable to respond directly to you without obtaining a signed HIPAA Authorization from ******************* allowing us to do so. Due to this fact, we have sent our response directly to ******************* in regards to this matter.

I trust the information provided will help clear up any further concerns in reference to this consumer complaint, and allow you to close your investigation of this matter.

Sincerely,

*******************
Guarantee Trust Life Insurance Company
Product Approval and Compliance
Senior Regulatory Compliance Analyst
Business response
08/25/2022
Dear BBB Representative,

We are in receipt of your additional correspondence dated August 22, 2022, which concerns a consumer complaint filed by ********************** our response contains confidential health information subject to protections afforded to individuals under the Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule, we are unable to respond directly to you without obtaining a signed HIPAA Authorization from ******************* allowing us to do so. Due to this fact, we have sent our response directly to ******************* in regards to this matter.

I trust the information provided will help clear up any further concerns in reference to this consumer complaint, and allow you to close your investigation of this matter.

Sincerely,

*******************
Guarantee Trust Life Insurance Company
Product Approval and Compliance
Senior Regulatory Compliance Analyst
Customer response
09/01/2022

Complaint: 17669260

I am rejecting this response because:
I have made several attempts to resolve the issue that GTL will not pay the balance due on my outpatient surgery. Like I mentioned several times I paid GTL for a service and they refuse to pay. We can not resolve my complaint after several written and verbal correspondences. I was told that I did not have an incision so GTL will not pay for outpatient surgery. That means any laser outpatient surgery done will not get covered by GTL. There is a lot of fine print in the policy so that GTL could excuse themselves almost 100% of the time for payment. I had a bladder stone removed which was very painful and I was under anesthesia at an outpatient clinic. My outpatient rider was for $1000, and I told the last GTL representative that I was willing to accept the balance of my bill of $300. I tried to compromise and still no results.

Sincerely,

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

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