Complaints
This profile includes complaints for Royal Neighbors of America's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 17 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:05/21/2025
Type: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.
My father who passed away on April 21, 2024 had a life insurance policy with Royal Neighbors before his passing.I, along with my siblings filed for a death claim and filled out the paperwork to include doctors and a medical release to obtain proper documentation to pay out the life insurance policy in the amount of $10,000. First, they sent the wrong letterhead that I filled out and sent to Royal Neighbors. Then I had to resend all of the information again on the proper letterhead. Then they said we need another medical release to be sent to obtain other medical records.For 12 months now, we have received letters from this company stating our claim is still pending due to investigation. We also filed death claims with 2 other life insurance companies and they have already paid the life insurance policy to ******, as of today, 5/20/25, they are not receiving phone calls, but put you waiting in a 5 caller que, then when it gets down to one caller, put you in ************ seems to me as a business owner myself, that they are stalling payment for an honest claim.
Business Response
Date: 06/02/2025
Please see the attached letter in regards to this complaint.
Initial Complaint
Date:05/21/2025
Type: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 writing on behalf of my 85 year old mother who is the beneficiary of a life insurance policy. It has been 8 months and she still has not been able to collect on the policy. She mentioned that she thinks they want her to pass so they wont have to pay. She has called on several occasions and gets nothing but the run around.Business Response
Date: 05/28/2025
Please see attached request request for additional information.Customer Answer
Date: 05/29/2025
Complaint: 23356194
I am rejecting this response because:
I am writing to formally express my frustration regarding the ongoing difficulty my 85-year-old mother and I have experienced while trying to contact your customer service team.
Over the past several weeks, we have called on numerous occasions, only to be placed on hold for 45 minutes to an hour each time. The automated system informs us we are caller number 7, then 6, and so on, yet by the time we reach ***************, we are abruptly prompted to leave a message. Despite doing so multiple times, no one has returned our calls.
Additionally, I have personally been hung up on several times during attempts to speak with customer service representatives. There has been only one instance where a representative was courteous and tried to assist us; however, she was not from the appropriate department and unable to resolve our issue.
This ongoing lack of responsiveness and professionalism is unacceptableespecially when dealing with a senior citizen trying to access important policy information.
We are asking for immediate action:
A direct contact number or extension to a department that can address our concerns without long hold times.
A return call within 48 hours from a representative authorized to resolve our issue.
Please consider this a formal complaint, and be advised that if we do not receive timely assistance, we will be forced to escalate this matter further through appropriate regulatory or consumer protection channels.
Sincerely,
***** ********Business Response
Date: 05/30/2025
Please see our response attached. Ms. ******** has still not provided us with name or ID information for the insured and has not provided a certificate number in order for us to be able to review her concerns. Please explain to her that this is required in order for us to identity the certificate in question.
Once Ms. ******** provides this required information, we will be happy to review and respond to the concerns.
Customer Answer
Date: 05/30/2025
Please see the attached correspondence with the identifying information that you requested. It is titled "Royal Neighbors Insurance Letter.pdf"
Thank you
Business Response
Date: 06/02/2025
Please see the attached letter in regards to this complaint.
Initial Complaint
Date:04/07/2025
Type: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.
We have been having problems with Royal neighbors since my mother ******** died in December the 9th to be exact. We gave the information for the insurance pay out and still nothing each week they have a new excuse going to call the corporate office as well. Please help it is like they don't want to give us the money and pay the funeral home as well.Business Response
Date: 04/15/2025
Please see the attached response.Initial Complaint
Date:03/19/2025
Type: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.
A life insurance agent that my Wife and I discussed with about buying mortgage/Life insurance but it was only a discussion nothing else.The Agent was giving us different costs for different amounts of life/Mortgage insurance but the monthly payments were too high for what we were looking ****** that ******* we told him that we would think about it and get back to him. I checked my bank account statement and found out that his Company called Loyal Neighbors took $235.00 from checking account for January,February and March without my knowledge or permission to do so. We never bought a policy from him nor did I authorize him to take money from my checking account. I dont even know how he even got my account information because I didnt give it to him neither did my wife give him my checking account information but somehow he got it and took my money without my permission.Business Response
Date: 03/24/2025
Please see attached.Initial Complaint
Date:02/24/2025
Type: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.
Account was charged a premium. Did not buy this insurance. I want my money refunded Immediately. Called to cancel but still dont have refund.Business Response
Date: 02/26/2025
Please see attached.Initial Complaint
Date:01/29/2025
Type: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 received a packet in the mail from Royal Neighbors ***************** which contained some what appears to be marketing materials. I look over it and noticed it had a certificate of insurance with it. It said that this must be signed and a health questionnaire must be answered before this policy could go into effect. I was not going to sign anything, much less provide health information to a company in which I had never heard of. I thought it to be deceiving and felt badly for anyone who may be conned into purchasing any products from them. I received this packet on January 17th or there about and on January 28, my bank account was debit $92.00. This is an outrage, I consider this to be a hacker activity, perpetrated fraud in a senior citizen.I have spent the day calling every phone number I could possibly find, only to get an automated system which after long hold periods would disconnect my call. This is a serious violation of my personal financial information as well as my personal health records. How was this company able to gather this data and how many more people have been exposed to this fraud? They need to answer their phones, and be held in violation of the Hippa act and well as sanctioned by the state insurance board.I want my money returned immediately and answers as to how they got my personal and privileged information without my consent, permission or knowledge.Please see the seriousness of this companies intentional disregard for consumers and the laws that protect them, especially senior citizens who are vulnerable.Business Response
Date: 02/05/2025
Please see attached.Initial Complaint
Date:12/03/2024
Type: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.
On 11/27/2024 I was contacted by my daughter ******** ******* asking me if I knew of a company by the name of Royal Neighbors Premier taking ****** from my account monthly going as far back as 2023. My daughter informed me she called the company and spoke with a customer service *** by the name **** who informed her that this was for life insurance on myself and my wife. My daughter told me she was about to dispute this with our financial institution but wanted to ensure that its wasnt something legitimate first. My daughter also explained to me that she called back another time and was hung up on by a female ***resentative because she said my daughter didnt know the beneficiaries on the account. When my daughter called back immediately for the third time she got a ***resentative by the name of ***** when my daughter asked to speak to a manager. My daughter explained that she handles accounts for me and that was my daughter but was not given the chance to explain that before the ***resentative prior rudely hung up. She explained to ***** the reason for her inquiring about the account is because I had informed my daughter that I do not have any recollection of signing up for or authorizing any form of payment to his company for life insurance. ***** informed my daughter that she couldnt get a manager but she would transfer my daughter to her voicemail ex 8366 ****** and was told there was a 24hr turn around time. Given the holiday on the 29 we were expecting a call back on the 30th and it is now 2:24pm pacific standard time and no call back has been executed. I need to know when this account was signed up, what the certificate is and who I can receive all my money back from this company since the first payment. Im giving authorization for them to speak to my daughter on my behalf because with my dementia as my daughter tried to explain to ***** she is trying to make sure I didnt sign up for something I didnt understand or didnt want but only inquired aboutBusiness Response
Date: 12/05/2024
Please see our response attached.Customer Answer
Date: 12/05/2024
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.Was able to call in and verified account establishment and that its an account Ive had since 2019.
Sincerely,
**** M *******Initial Complaint
Date:11/14/2024
Type: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.
Prior to the policy going into effect, I was originally told that I did not have a policy applicaiton and I ******** I was told in a rude manner that if I lied on my insurance application and died within the two years, the insurance would not be in effect.Lastly, my insurance agent called to delay the initial enforcement period to the following month.She was assured that it would be okay. However, Eve, the representative apparently lied to my insurance agent and activated the insurance for this month, November, instead of December, 2024.I have been attempting to file a complaint within Royal with no success.After reading the complaints, I can see the mistake that I have made. My insurance agent spoke highly of Royal Neighbors...my experince and the complaints contradicts.I am asking to cancel this policy immediately. In the meantime, I am filing a grievance with both state insurance commissioners. Please do not take anymore money out of my checking account.Please pull the calls with EVE who apparently lied on my agent and mislead her deliberately;***** who defended EVE and acted as if I was ignorant and could not hear; and ******* who attempted to get ****** supervisor to call me back.This company has started off with me with deception and manipulations.Please refund the money back that never should have been taken out and please discontinue the insurance. I do not want my family to face the horrors of these previous complaints. HOW does Royal Neighbors stay in business...EVE was horrible and apparently deliberatly will lie to agents and be protected by the company...I have asked that the call with EVE and my insurance agent be pulled. Also, the calls I made on November 13, 2024. Please notice no date on the letter.Business Response
Date: 11/21/2024
Please see our response attached.Customer Answer
Date: 11/24/2024
Complaint: 22554595
I am rejecting this response because: The agent had a right to defer the starting date of this policy.The representative should not have deceived my agent and no one has allowed me to listen to the
alleged phone call where she was told that she had to get me on the phone.
I am now waiting for a call from an executive higher that the person who sent this response.
The deception or discrimination needs to stop. I wish to keep the policy but please stop
the deception of NOT tell the customer the complete truth; having to pull out information and possible
lying on the insurance agent to protect the company.
If I can hear the recording for myself, then I will believe Royal; if not, then my insurance agent was lied to.
Initially, I was lied to.
This may be an issue for the ******************** in both states who have a RIGHT to address this with
no privacy laws to hinder investigation.
I wish to keep the insurance; please stop the misrepresentation of the truth.
When I am dead I cannot address this deception. NOW is the time.
Sincerely,
******* ***Business Response
Date: 12/04/2024
Please see our response attached.Initial Complaint
Date:09/03/2024
Type: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 recieved a call a call from these people and agreed to look over the information. then I was reconciling my bank Statements and found that they have been taking money from me bi Monthly without my consent. I never signed any paperwork, nor did I agree to purchase anything. I'm going to my bank to recover the fraudulent Debits from my card and changing the account number. sometimes it's the only way to get rid of FRAUDSTERS.Business Response
Date: 09/11/2024
Please see our response attached.Initial Complaint
Date:05/15/2024
Type: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 December 2024, I was pricing life insurance with several agencies to prepare for my retirement in 2026. When I spoke to this agent he said he needed to complete the application which apparently included by bank info but I didnt know why. I NEVER accepted or agreed to a policy, NEVER signed anything electronically nor in physical form. I never knew the name of this agency. In January I did receive a piece of mail from Royal Neighbors but I had never heard of them - thought it was junk mail. I noticed May 2024 the reoccurring payment withdrawn every month $67.35. I didn't even have a number for this company, no email information nothing! My bank gave me their number. I called but they refused to give my money back. they said completing the application was my agreement, refused to discuss further and hung up on me. I didn't even know i had this life insurance policy because I have an active policy for much more with my job. I was checking for later when I retire next year! I'm sure I told the agent this. They refused to speak to me further - they were very rude! Just said they would cancel future withdrawals. This doesnt sound legal with no signatures - so anyone with my account info can create a policy with no signature???.Business Response
Date: 05/20/2024
Please see attached.Customer Answer
Date: 05/29/2024
Complaint: 21705557
I am rejecting this response because:They are stating that due to Privacy Laws they will not provide the information to anyone but me. However I have reached out twice and they REFUSE TO provide it to me, then they hang up on me. You have my FULL consent to retrieve any of my information from Royal Neighbors Insurance. As i have made multiple unsuccessful attempts. They are just delaying the process.
Sincerely,
***********Business Response
Date: 05/31/2024
Please see our response attached.
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