ComplaintsforLife Quotes, Inc.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My experience with LifeQuotes wasn't the worst I could have, but it's worth reporting as I no longer want to work with them. I started pursuing ******************* through Life Quotes via Geico's online tool on 02/15/2023. I spoke with ******, and he asked me valid questions for anyone seeking life insurance. I also followed through on a blood test for the insurance on 02/24/2023 at Quest Diagnostics. I was able to see the results online, and they weren't bad. I was happy with the company and contact at this point. I also received calls from a female at the organization that would frequently update me about my progress in the process. Eventually, on 03/30/2023, I was contacted via email about an updated quote based on my medical history. It increased, but not exorbitantly so. Things started getting strange was when I would get contacted on late weekend and weekday evenings by ******, as a call back to my inquiries from the week. When I would call back with an additional question, I'd get directed to an automated voicemail repeating the phone number I called, but no name. Okay, whatever. I kept asking questions before proceeding forward, including requesting the written policy I would be buying into. First, ****** just sent me the original application packet with some addenda. I asked again for the policy documents, and he emailed me that Symetra doesn't provide the policy as its sensitive information (screenshot of email attached). That seems strange to me, but his manager ****** contacted me later and confirmed it. She did send me a fake, sample policy document, which is wonderful. However, in between my contact with ****** and ************************ left me a voicemail claiming I had an "obligation" to *********************** I called and spoke directly to *****, and I explained that I had no such obligation yet. I was obviously displeased, and even though it was a recorded call and he answered with his name, he later claimed his name was ****. That's very unprofessional.

  

  Business response

  04/18/2023

   

  Dear *******,

  I am *****************, CEO and founder of www.lifequotes.com insurance agency.  I have reviewed your complaint and found no misconduct on the part of our associates.  Your life insurance application received an offer of life insurance from the insurer that was higher than you requested because, as we told you, the insurer reviewed your medical records and based their decision on what they read.  We have not seen those records.

  Sincerely,

  ***********************, CEO

• Initial Complaint

  08/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Im not sure why this company has been calling me, but they call nearly every single day sometimes more than once. I've blocked their number but they still continue to call and leave messages. It's been going on for over a month now and I'd like it to stop.

  

  Business response

  08/15/2022

  Hi, ****,

  We don't do spam calls here but were following upn your inbound call to us on July 4, 2022 asking for life insurance quotes for yourself and others in your family. 

  We have no record of you asking us not to call you.  Had you asked, we would have immediateliy stopped calling you.

  I have now set your number not be called again starting tomorrow and will mark you as uninterested. 

  Sincerely,

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

  CEO, Lifequotes.com.

  Customer response

  08/18/2022

   
  Complaint: 17714903
  
  I am rejecting this response because:I'm glad to not be getting calls anymore, but I definitely answered and said I was not interested nor did I submit any request for life insurance. Obviously it was a false request and your records are incomplete or inaccurate regarding me asking you to stop calling. I don't necessarily appreciate being called a liar by saying I never asked for the calls to stop.
  
  Sincerely,
  
  *************************

  

  Business response

  08/24/2022

   

  Hi,

  We have again looked at and audited this person's complaint of ignoring his request not to call and cannot locate any such request. 

  He called us in early July wanting life insurance quotes and advice for his father.  He also set a callback appointment with our agent, but failed to keep that appointment. 

  Customer states that we have called him daily since his date of inquiry, which is false.  We have not called him daily since his date of inquiry and only on one day day did we call twice within a 48 hour period. 

  **********,
  

  ***********************, CEO

  Customer response

  08/31/2022

   
  Complaint: 17714903
  
  I am rejecting this response because:
  Because I will not be called a liar, I asked them not to call, I remember very specifically yelling at one of your agents to not call me again. Funny you say I called for my father I've never meet my father in my life so that is a lie. 
  Sincerely,
  
  *************************

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a legal mallpractice policy for my solo firm with Berkshire/Hathaway through Life Quotes. Last year, I obtained a full time job, so I no longer needed the policy. I tried for months to get the policy canceled. I ended up paying for four months of insurance that I didn't need, wasting about $1,000.00. I was finally told thepolicy was canceled. However, yesterday I received an email with a **** attached for a policy renewal. I tried again to call Life Quotes. No one ever answers the phone, and when I leave a message, I do not get a call back.

  

  Business response

  03/30/2022

  Our agency has no record of ever having received a policy cancellation request from this customer, a request that we would normally process in one day.  If customer can provide us with documentation of their cancellation request, we can then audit and ask the insurer if they received such a request directly.  

   

• Initial Complaint

  01/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I applied for life insurance on January 3rd in order to satisfy a SBA loan requirement. The process has been very frustrating in that there has been barely any communication from Life Quote in regards to the process. When I call or email, I rarely get my messages returned. When I do, the messages are often **** and vague leading me to ask more questions. I understand my medical clinic is incredibly bureaucratic and attaining my records could be difficult, but even when I assist in informing life quote of whom to contact, the company is still very unresponsive.I have already had to reschedule my closing as a result of this delay. I would like Life Quote to complete my application in an efficient manner. While I understand some matters are out of their control, I would like there to be better communication about the process, and better efforts put toward the process.

  

  Business response

  01/24/2022

   

  We are not at all behind in handling the underwriting of ********************* life insurance application and we have been updating him every step of the way.  We disclosed to him in early January that the process normally takes 30 days whenever we have to request and obtain outside medical records.  In this case, ********************* medical facility had his records stored under a wrong last name, which is very unusual and which did cause several days of delay.  As we understand it, the medical records are now on their way to us.  We should have a final decision for ********** within the next 10 days.  We're currently at Day 20 of a normal 30-day process. 

  Our agency professionals have been updating ********** every step of the way and here is the diary of such updates over the past 20 days.  The Dairy of our updates to ********** are as follows:

  01/05/2022, Emailed & Text: First touch
  01/11/2022, Email & Texted: To confirm his legal name, other insurance applied information and obtain a copy of his drivers license.
  01/12/2022, Emailed: Responded to customer letting him know that I received copy of his Drivers license & insurance info.
  01/12/2022, Emailed: To confirm the discrepancy in his first name.
  01/14/2022, Emailed & Text: APS reminder sent. Pending medical records from Dr. ****** ******X
  01/18/2022, Emailed: Responded to agent & customer letting him know the fax number that the initial request was sent to. As I was out of the office on Monday 01/17 and the customer was in contact with agent *****.
  01/19/2022, Emailed: Notifying customer and agent that I requested his medical records on the stationery of our Medical Director.
  01/21/2022, Emailed & Called: Spoke with customer regarding the status of the request that I resent on 01/19 and explained the average processing time.
  01/24/2022, Emailed: Let customer know that I left a voicemail for the Supervisor at ******XXX for status on request.
  01/24/2022, Emailed: Let customer know that I spoke with Supervisor and the records will be faxed to us directly and to Protective life.

   

  Customer response

  01/26/2022

   
  Complaint: 16661306
  
  I am rejecting this response because:

   

  1. The medical facility didn't have a different last name. They had my first name spelled a different way - ****, instead of ****. Additionally, your company submitted the wrong SS# for me. This was could have been quickly remedied had your company returned my calls in a timely fashion.
  

   

  2. Thank you for the list of contact history. You conveniently didn't list that I had called and left messages for 5 different employees on 1/14. None of whom returned my calls. I also emailed ******* on the 14th for an update and again did not get a reply. I emailed her this morning for an update and still have not gotten a reply as of 4:24 pm.

   

  3. Had I not been tenacious in contacting your company and the medical clinic, the miscommunication would never had been discovered and I would have waited even longer. Had your company followed up with the clinic or returned my calls in a timely fashion, you could have had the records much sooner. Though I understand it could take 30 days to get approved, it doesn't mean those 30 days should be wasted due to incompetence.
  
  Sincerely,
  
  ***************

  

  Business response

  01/27/2022

  We are happy to respond a 2nd time to ********************* complaint.  Our life insurance agency is assisting him in getting a firm offer of insurance.  Our customer satisfaction is 98%.  As we disclosed to him at the outset, this process can take 4-6 weeks whenever manual retrieval of medical records is required, as is the case here.  ********************* case is only at Day 27!  We received some medical records yesterday and submitted them to the insurance company, who has told us they are taking 7 days to review such records on average.  We have called, emailed and texted updates to ********** throughout.  His case was given high priority and is being worked on twice per week.  We hope to have an answer for him within the next **** days but we are at the mercy of the insurance company.  There is nothing out of the ordinary on our handling of his case.  He's at Day 27 on a process than normally takes 4-6 weeks.  We've had an A++ rating from BBB for over two decades and ******* customers have given us **** Star ratings. 

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