Complaints

The 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:10/11/2024

  Type:Billing Issues
  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 to formally request an investigation into the practices of Washington National Insurance Company and Conseco Insurance Company, both of which operate under the umbrella of CNO Financial.On October 2nd, 2024, I received a letter from these companies stating that I owe $517.15 and that failure to pay this amount within 10 days would result in my account being turned over to collections, they stated that this was a final attempt but this is the only notice I have received. I am unable to resolve the issue because the companies do not provide a working phone number for customer service. They have insisted on communicating solely by email and refuse to offer a direct line for further clarification. Additionally, they have been evasive when Ive inquired about the charges, raising concerns about the legitimacy of their claims.I was employed by Washington National as a 1099 from August 5th, 2023, until approximately December 8th, 2023. Toward the end of my time there, the company requested that I work an overnight shift (from 10 PM to 6 AM) at a location two hours away from my home, with little notice. When I declined, they locked me out of my agent account and blacked out my calendar, preventing me from being scheduled for work. This left me with no choice but to seek new employment. I received an official termination letter from the company in 01/24 I am concerned that this may be a scam, but feel pressured to pay out of fear that non-payment could negatively affect my credit. I have a longstanding positive credit history and do not want this unverified debt to jeopardize my record.Given the sketchy nature of their practices and the numerous complaints I have seen about them, I respectfully request that your office investigate this matter. Any assistance you can provide to ensure this situation is thoroughly reviewed would be greatly appreciated.Thank you for your attention to this urgent matter. I look forward to your guidance on how to proceed.

  Business Response

  Date: 10/15/2024

  Good morning,

  In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals, except as authorized in writing or otherwise permitted by law. We do not have an authorization on file to respond to the Better Business Bureau; however, we wish to confirm that we have resolved this matter directly with the complainant.

  Sincerely,

  Consumer Relations

  Washington National Insurance Company

  Customer Answer

  Date: 10/20/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID 22412967, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  Jonathan Stremovihtg

• Initial Complaint

  Date:10/06/2024

  Type:Product Issues
  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 former wife passed away in April and our children, when going through her possessions, came across eight life insurance policies. Several policies were on the children themselves, one on myself and one on their now deceased ********* one point our daughter, the estate executer, called concerning the policy on her deceased mother. She was told that the name on the policy did not match the name my daughter told them, even though she read it directly from the policy itself. Frustrated, she sent me all these policies to see if I could find out if any of them were still active or not.I contacted customer service and spoke to a representative. I gave her a couple of the policy numbers and she said there was no information on them. On a couple others she had information but said the names that I gave her did not match what she had on file even though I read it directly from the policy itself. At that point your representative suggested to make copies of the policies and send them to their policy administration for research. She also suggested I send those with no information on file because they are all rather old. I sent a cover letter and copies of all the relative pages of each policy in early August.We are just trying to determine if any of these policies are active and if so, how can they be updated with current addresses, beneficiaries, corrections, claim etc. At a minimum I was expecting a we received your correspondence and will advise letter from Washington National. To date, I received nothing.

  Business Response

  Date: 10/07/2024

  Good afternoon,

  In accordance with privacy laws, we have contacted the complainant directly  to provide instructions on how to locate the carrier for the policies in question.

  Sincerely,

  Washington National Insurance Company

  Consumer Relations

  Customer Answer

  Date: 10/09/2024

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  Date:09/28/2024

  Type:Order Issues
  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.

  I was denied the daily benefit for cancer treatment at a medical facility when receiving immunotherapy. I have had a cancer policy with ******* since 1998. ******* was acquired by Washington National/Bankers Life in 2010. The policy states that it will pay a benefit for each day I receive a chemical treatment or radiation treatment at a medical facility for the purpose of killing cancer cells. In 1998, there was no such thing as immunotherapy. They have denied that benefit to me, stating that immunotherapy is not covered, because it does not kill cancer cells. Frontline chemo failed to stop progression of my stage four clear cell endometrial cancer. ******** with ******* is the *** approved and recommended second line treatment of my cancer with my biomarkers. The treatment helps my body's immune system to find and destroy cancerous cells. I appealed the original denial and sent the insurance company a ton of information and records, including a letter from my gynecologist oncologist, CT San results and Signatera blood test results, showing that the treatment has in fact killed the cancer in my body, which chemotherapy failed to do. They denied my appeal. So I filed a complaint with the ******************* of Insurance, and contacted an investigative reporter at a local news station. Still trying to get them to pay the $175 per treatment (every three weeks) benefit. I started the ******** treatments on April 22, 2024, and will be on it the rest of my life or until it stops working.

  Business Response

  Date: 09/30/2024

  Good afternoon,

  In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals, except as authorized in writing or otherwise permitted by law. We do not have an authorization on file to respond to the Better Business Bureau. However, since we are currently reviewing a complaint received from the customer via the ******************* of **********************, we will provide our response and conclusions directly to the Department.

  Sincerely,

  Consumer Relations

  Washington National Insurance Company

   

  Customer Answer

  Date: 10/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  My complaint filed with the BBB implies my consent for the company to respond to the complaint. 
  
  Regards,
  
  ***** *******
  

  Business Response

  Date: 10/07/2024

  Good afternoon,

  Our response letter has been sent to the ******************* of Insurance today. Once the Department contacts the customer, please advise her to follow the instructions outlined in our explanation letter.

  Sincerely,

  Consumer Relations

  Washington National Insurance Company

  Customer Answer

  Date: 10/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  Im extremely disappointed in the response.  Washington National asserts I did not return the call from *******, but I did, in fact, return her call and left a message that she never returned.  The Keytruda/Lenvima treatment I am receiving has, in fact, resulted in the death of the cancer in my body, which is something standard chemo failed to do.  ******* is not chemotherapy, either, but together with ********, I am now cancer free.  Standard chemotherapy kills cancer cells, but weakens the body allowing the cancer to return aggressively and kill the patient,  causes death from toxicity, or causes subsequent cancers that result in death of the patient.  If their cancer policies dont cover newer, more effective treatments, they should be rewritten, an appropriate rider should be offered, or they should be canceled, and if a claim was never made, they should refund all premiums paid.  Since it would cost more to hire an attorney than I would ever recover in benefits from this policy, Im not going to pursue this matter further. Im going to cancel the policy and move on. 
  
  Regards,
  
  ***** *******

  
  

• Initial Complaint

  Date:09/10/2024

  Type:Order Issues
  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.

  been with this company since 1986 after 20 years they sent me a check for ************************************** 2006 paid my premiums for ******************************************************************** june 2024 they sent a check on 6/26/2024 for $91.20 thought i was going to get this monthly have not gotten any thing after that try to call them but every thing is automated can not talk to a person i am sure i should be getting more then one check after paying for 18 years please help

  Business Response

  Date: 09/13/2024

  September 13, 2024

  Dear BBB of ***************:
  
  This letter is in response to the correspondence received in our office on September 11, 2024. Thank you for allowing us the opportunity to address this matter.
  
  In your correspondence you requested information regarding the above referenced complainant. In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals.  A complete response is not posted to the BBB portal because the posts are public and can be accessed and viewed by other individuals; therefore, we have communicated directly with Mr. *************** hope the information provided has been helpful. If you have further questions or need additional assistance, please contact our customer service department at ************.

  Sincerely,

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

  Consumer Relations

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  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 purchased insurance through Washington National back in 2020. It is directly a withdraw from my checking account. I have called them numerous times to get account information and to be able to file a claim and haven't been able to talk to anyone. They take $20.30 a month from my account and have not provided any service for all the payments that have been made.

  Business Response

  Date: 08/12/2024

  August 12, 2024

  Dear BBB of ***************:
  
  This letter is in response to the correspondence received in our office on August 8, 2024. Thank you for allowing us the opportunity to address this matter.
  
  In your correspondence you requested information regarding the above referenced complainant. In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals.  A complete response is not posted to the BBB portal because the posts are public and can be accessed and viewed by other individuals; therefore, we have communicated directly with ****************.
  
  We hope the information provided has been helpful. If you have further questions or need additional assistance, please contact our customer service department at ************.

  Sincerely,

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

  Consumer Relations

   

  Customer Answer

  Date: 08/12/2024

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  Date:06/26/2024

  Type:Order Issues
  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.

  My father passed away May 6, 2024, he had life insurance through Washington national Insurance, following his passing I was one of 2 beneficiaries, my brother was the other. The claim was filed my brother got his half, my check apparently went to the wrong address, Ive now called them 6 times to get a check mailed, they always have an excuse, someone didnt send it, didnt get the right address, a check is in the mail and on and on. I called again this morning and the gal said she would have to do some research as to why Im not getting the check. My address is correct so there shouldnt be an issue. Im just waiting for the check and an honest answer.

  Business Response

  Date: 07/01/2024

  July 1, 2024

   

  Dear BBB of ******* and *****************:
  
  This letter is in response to the correspondence received in our office on June 27, 2024. Thank you for allowing us the opportunity to address this matter.
  
  In your correspondence you requested information regarding the above referenced complainant. In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals.  A complete response is not posted to the BBB portal because the posts are public and can be accessed and viewed by other individuals; therefore, we have communicated directly with *****************************.
  
  We hope the information provided has been helpful. If you have further questions or need additional assistance, please contact our customer service department at ************.

  Sincerely,

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

  Consumer Relations 

• Initial Complaint

  Date:06/25/2024

  Type:Sales and Advertising Issues
  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.

  My mom had got a policy with Washington national and the agent miss represented the plan and also added another policy without my mother knowledge. When you look online even the facility says temporary closed the whole company is a scam and Im asking that you look into it !! Because you will see they are scamming a lot of older people when my mom tried to cancel the policy they told her she had to mail it in and thats false they say that so they can get another payment out of the member which is SICK the agent gave my mom a cancer policy along with a accidental death policy which neither she asked for

  Business Response

  Date: 07/02/2024

  Washington National Insurance Company
  PO Box 1916
  ******, IN 46082-1916
  
  July 2, 2024
  
  BBB of ***************
  **********************************************************************************************************
  
  
  RE:  Washington National Insurance Company
          Consumer: ***********************
          Complaint Number: 21899311
  
  Dear BBB of ***************:
  
  This letter is in response to the correspondence received in our office on June 25, 2024. Thank you for allowing us the opportunity to address this matter.
  
  In your correspondence you requested information regarding the above referenced complainant. In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals.  A complete response is not posted to the BBB portal because the posts are public and can be accessed and viewed by other individuals.
  
  To assist and further address Ms. ****** concern, we request additional time to obtain information and clarification regarding her concerns. We are in direct communication with her and upon receipt of this information we will respond accordingly to ************** regarding this matter.  
  
  We hope the information provided has been helpful. If you have further questions or need additional assistance, please contact our customer service department at ************.
  
  Sincerely,
  
  ***********************
  Sr. Consumer *******************************************

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  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.

  They are refusing to reissue a check in my name as I am the certified Administrator/Executor of my mother's estate. After they have done this before for me. I sent them my Letters of Administration plenty of times and now they are saying that doesn't work? That I would need a small estate affidavit and my local courthouse tells me that I do NOT need to do that nor do they have to have that. My letters of administration should be all they need. They done it before so I don't understand why they are refusing to now.

  Business Response

  Date: 07/25/2024

  July 25, 2024
  
  Dear BBB of ***************:
  
  This letter is in response to the correspondence received in our office on June 26, 2024. Thank you for allowing us the opportunity to address this matter.
  
  In your correspondence you requested information regarding the above referenced complainant. In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals.  A complete response is not posted to the BBB portal because the posts are public and can be accessed and viewed by other individuals; therefore, we have communicated directly with ******************.
  
  We hope the information provided has been helpful. If you have further questions or need additional assistance, please contact our customer service department at ************.

  Sincerely

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

  Consumer Relations

• Initial Complaint

  Date:05/12/2024

  Type:Service or Repair Issues
  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.

  My husband purchased supplemental, lump sum cancer insurance, around the time that we were married, in late 2021. My policy, a $100K lump sum policy, is with Washington National Insurance, and was purchased through eSupplemental.com.Six months after obtaining the cancer insurance policy, I was diagnosed with breast cancer. In August or September of 2022, I filed a claim with Washington National. We've sent them medical release forms for every medical provider I've seen in the last 10 years. Whenever I send them a release, I also personally send one in, so the records that they request are also sent to me. Washington National consistently requests records from when I was not a patient at a particular hospital, then sends me letters stating that they're not receiving the requested records. We've spent hours on the phone with WN (all recorded) and healthcare providers. I recently sent them complete medical records, from every medical facility I visited between summer of 2019 and spring of 2022, when I was diagnosed with cancer. Their response was that the 7 or 800 pages from the Hospital of the **************************, were not "medical records." This is a bad faith *********************************************, and their adjusters should be facing criminal penalties.It's currently May 2024. I no longer have cancer, thanks to **************************** in *******. I've had a double masectomy, but have not been able to afford to have a breast reconstruction. I've been walking around with a single breast since December of 2022. My husband recently lost his job, and we're within a month of not being able to pay our mortgage.My husband and I have spoken to several Insurance Bad Faith attorneys. All have agreed that Washington National is acting in bad faith, but none seem interested in taking the case, likely because their payout wouldn't be sufficient for the amount of effort that they'd have to put into a legal case. I would like them to pay us the owed $100k. Have docuentation.

  Business Response

  Date: 05/17/2024

  May 17, 2024

   

  BBB Serving Central Indiana

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

  ************, IN 46241

  RE: Insured: *********************

  Complaint ID: ********

  This letter is in response to the correspondence received in our office on May 13, 2024. Thank you for allowing us the opportunity to address this matter.
  
  In your correspondence you requested information regarding the above referenced complainant. In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals.  A complete response is not posted to the BBB portal because the posts are public and can be accessed and viewed by other individuals; therefore, we have communicated directly with ****************.
  
  We hope the information provided has been helpful. If you have further questions or need additional assistance, please contact our customer service department at ************.

  Sincerely,

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

  Consumer Relations

• Initial Complaint

  Date:04/30/2024

  Type:Product Issues
  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.

  Hello. This company has debited my bank account for the amount of $18.29. Washington National representative ********************* (Agent # CKL14) visited ************************************ on 2/21/24, and I submitted an application for life insurance for myself and teenage son. I did receive a follow-up call from **** regarding my medical history. The phone call from **** for the medical history interview was very brief where she only asked about any weight change and nothing more. I received an letter in the mail dated 3/4/24 stating my application had been denied. I sent ***************** an email on 3/9/24 , and she responded on 3/10/24 stating she would check into it for me. She did not follow up with me, and I sent ***************** another email on 3/13/24 with no response. I sent a letter to request a copy of their denial decision on 3/28/24. I'm still waiting to receive that information. I do not wish to retain any services with Washington National because of the lack of honesty and transparency. If they denied my application why should money be taken from me? I have proof of the emails I sent *****************, but I'm unable to load it at this time. I did speak with **** as well after got the denial letter and she stated to contact *****************.

  Business Response

  Date: 05/10/2024

  Washington National Insurance Company
  PO Box 1916
  ******, IN 46082
  
  
  May 10, 2024
  
  
  BBB Serving ***************
  Attn: *************************
  ********************************************************* 103A
  ************, IN 46241
  
  
  RE: Washington National Insurance Company
  Complainant: Trendi ********
  BBB Inquiry ID: ********
  
  
  Dear **************:
  
  This letter is in response to your correspondence received regarding the above-referenced inquiry. Thank you for the opportunity to respond.
  
  In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals, except as authorized in writing or otherwise permitted by law. As we do not have an authorization on file to respond to the Better Business Bureau, we have contacted ******************** directly to confirm that this matter has been resolved.
  
  We remain dedicated to providing the best possible service. If you have any additional questions or if we may be of further assistance to you, please feel free to contact our customer service department at **************.
  
  
  Sincerely,
  
  
  *****************************, ALMI ACS
  Consumer Relations

  Customer Answer

  Date: 05/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.] I did receive a call, but the representative did not tell me I needed to authorize BBB to know why they took money from me since Washington National sent me a letter stating my application was denied. I have not been refunded yet, and I do not want anything to do with Washington National other than receiving my refund. BBB is authorized to communicate on my behalf in reference to the refund because thats all I need from them. I do not intend to keep dragging this out because they already took their time calling me. If they are truly sorry, give my money back. Thank you.
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 05/17/2024

  Washington National Insurance Company
  PO Box 1916
  ******, IN 46082
  
  
  May 17, 2024
  
  
  BBB Serving ***************
  Attn: *************************
  ********************************************************* 103A
  ************, IN 46241
  
  
  RE: Washington National Insurance Company
  Complainant: Trendi ********
  BBB Inquiry ID: ********
  
  
  Dear **************:
  
  This letter is in response to your correspondence received regarding the customers rejection of the above-referenced inquiry. Thank you for the opportunity to respond.
  
  In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals, except as authorized in writing or otherwise permitted by law. As we do not have an authorization on file to respond to the Better Business Bureau, we have contacted ******************** directly to confirm that this matter has been resolved.
  
  Upon review, our response letters may have crossed paths in the mail with the customers rejection. Additionally,******************** has also requested further processing today which will be submitted directly by letter.
  
  We remain dedicated to providing the best possible service. If you have any additional questions or if we may be of further assistance to you, please feel free to contact our customer service department at **************.
  
  
  Sincerely,
  
  
  *****************************, ALMI ACS
  Consumer Relations

  Customer Answer

  Date: 05/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  Hello. The reason for rejection is that they are still not stating they will refund my money in the response to the BBB inquiry. However, I spoke with ******** earlier today, and she informed me that the $18.29 was debited out out my account for my sons policy. I informed ******** that the only correspondence I received regarding the policies I applied for was a denial, and that information pertaining to my son should have been explained to me. I should not have to guess about their decision. Washington National was not transparent as this information was not disclosed to me prior to filing the BBB complaint. I reiterated to ******** that I do not wish to conduct any business with them, and I requested to be refunded the $18.29. ******** stated that a letter had been sent out, which is not in my possession as of now. I informed here that they earned a negative review, and Ive placed a stop payment on them since I cant trust them. ******** stated that she would refund my money. I feel that a refund is appropriate considering I could not get any answers from them when needed. I will leave this here, and hopefully ******** will follow through as agreed. Thank you.
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 05/21/2024

  Washington National Insurance Company
  PO Box 1916
  ******, IN 46082
  
  
  May 21, 2024
  
  
  BBB Serving ***************
  Attn: *************************
  ********************************************************* 103A
  ************, IN 46241
  
  
  RE: Washington National Insurance Company
  Complainant: Trendi ********
  BBB Inquiry ID: ********
  
  
  Dear **************:
  
  This letter is in response to your correspondence received regarding the customers second rejection of the above-referenced inquiry. Thank you for the opportunity to respond.
  
  In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals, except as authorized in writing or otherwise permitted by law. As we do not have an authorization on file to respond to the Better Business Bureau, we have contacted ******************** directly by telephone on May 21, 2024, to confirm that this matter has been resolved.
  
  Our review determined that the complainant assumed our initial response was the courtesy telephone call,but it was the letters dated May 7, 2024, and May 10, 2024, which may have crossed paths in the mail with the customers initial rejection on May *******. Subsequently, the complainant wishes to reject our response for a second time until a refund has been requested. As such, we reached out to the complainant today, May 21, 2024, confirming that the refund has been processed and to allow time to receive the check by mail.
  
  We remain dedicated to providing the best possible service. If you have any additional questions or if we may be of further assistance to you, please feel free to contact our customer service department at **************.
  
  
  Sincerely,
  
  
  *****************************, ALMI ACS
  Consumer Relations

  Customer Answer

  Date: 05/23/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. I sincerely hope that I receive my refund from Washington National. Thank you.
  
  
  

  Regards,

  Trendi ********