ComplaintsforWashington National Insurance Company

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Initial Complaint
11/08/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello, We, have been a customer of this ********************** for over 29 years. We have never missed a payment and have had people from this company in our current home (NE) were we are living for the past 5 years. We made a banking change in October and I contacted this company to alert them that we needed to change the bank draft information. This was done on October 12th. They emailed me the docusign forms that I completed and returned on October 18th. On October 21st I had a person out of state (In KS) contact me about mail that was delivered to their home from this company. I immediately contacted the insurance company and asked why they had sent mail to this organization and their response was that I did not fill out a change of address form when I contacted them October 12th. I did not call for that reason as they had the current address, I know they do because I have received mail from them in the past 5 years at the current address, as well one of their own representative came to my home physically and sat in my living room. I told them I was not making a change of address, I was changing the bank drafting information. They informed me it would take 5 business days to correct this issue. Then on the 28th of October they took the draft amount from our new bank, HOWEVER, they did not take the amount that we had been paying. I was concerned as to why they took less, so contacted them and their response again was that I had put the incorrect information in on a bank and it was my error. To which I told them that was not true, as I have copies of the docusigns that I completed for the new banking draft information. I asked to speak with a manager, they would not transfer me, they would not give me a name but assured me that I would receive a call back. November 3rd and 6th again the same person out of state contacted me and brought two more letters that were mailed to their address. They cannot seem to correct anything, nor let me speak to the top manag
Business response
11/16/2023
Washington National Insurance Company
PO Box 1916
******, ** 46082-1916

November 16, 2023

BBB of Central *******
*********************************************************************************************

RE: Washington National Insurance Company
        Consumer: *******************************
        Complaint Number: 20843602

Dear BBB of Central *******:

This letter is ** response to the correspondence received ** our office on November 9, 2023.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 are in direct communication with ********************** to address her concerns.

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 ************************************* Group
Customer response
11/16/2023
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.
As I explained to the business that called on this complaint, I will not agree or sign off until I know it is fixed. I will not take their word for it, but rather need to see it first. All correspondence will need to come to my address, not a different one, and the correct amount of money will need to be withdrawn from my account on the agreed upon date, not a different bank and not at a different time. My trust for them is negative and after 30 days of noting the change physically, not just hear say, I will sign off on this complaint. I also informed them and I will be following through with it, that I will be contacting the Insurance **************** as there was not a reasonable answer for all their mistakes and an I am sorry does not cover the amount of damage created and personal time on my behalf to fix their multiple errors.

Regards,

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

Business response
12/01/2023
Washington National Insurance Company
PO Box 1916
******, ** 46082-1916

December 1, 2023

BBB of Central *******
*********************************************************************************************

RE: Washington National Insurance Company
        Consumer: *******************************
        Complaint Number: 20843602

Dear BBB of Central *******:

This letter is ** response to the correspondence received ** our office on November 30, 2023.Thank you for allowing us the opportunity to address this matter.

In your recent correspondence,the consumer responded that our previous response was not satisfactory, and you requested additional review and information. As previously noted, a complete response is not posted to the BBB portal because the posts are public and can be accessed and viewed by other individuals. We have communicated directly with ********************** addressing her concerns and providing confirmation to the specific concerns and requested information.

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 ************************************* Group
Customer response
12/04/2023
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
10/04/2023
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.
I cancelled my policy in 16th August 2023 and the company didnt charge for the month of September but charged me for the month of October I contacted the company. I noticed the charge this morning when trying to pay for my son dental procedure and I couldnt in full because the company took the monthly charge that was not supposed to be taken and the company was not sincere or willing to assist me to resolve the inconvenience they caused.
Business response
10/10/2023
Washington National Insurance Company
PO Box 1916
*************************

October 10, 2023

Better Business Bureau
***********************
************************************************* 103A
************,** 46241

RE: Washington National Insurance Company
        Complainant: *****************************
         ID Number: ********

Dear Better Business Bureau:

This letter is ** response to your correspondence dated and received in our office on October 4, 2023, regarding a complaint filed by ******************************** Thank you for allowing us the opportunity to respond to your inquiry.

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 ****************** on October 10, 2023, and addressed her concerns.

We want to assure you of our continued commitment to provide the best possible customer service. If you have any questions, or if we may provide any further assistance, you may contact our customer service department by dialing **************.

Sincerely,

*****************************
Consumer Relations
Initial Complaint
10/03/2023
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The business refuses to help me with my request and will not give me the information I am uncertain of. Very rude *****************
Business response
10/11/2023
Washington National Insurance Company
PO Box 1916
*************************

October 11, 2023

Better Business Bureau
***********************
************************************************* 103A
************,** 46241

RE: Washington National Insurance Company
        Complainant: *************************
         ID Number: ********

Dear Better Business Bureau:

This letter is ** response to your correspondence dated and received in our office on October 4, , regarding a complaint filed by ************************** Thank you for allowing us the opportunity to respond to your inquiry.

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. ******* daughter ****** on October 11, 2023, and addressed their concerns.

We want to assure you of our continued commitment to provide the best possible customer service. If you have any questions, or if we may provide any further assistance, you may contact our customer service department by dialing **************.

Sincerely,

*****************************
Consumer Relations
Customer response
10/16/2023
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.
Hello. Yes Washington National did reach out. We did come to an agreement. We expect to receive the promised items next week. They also advised me of options concerning customer service. We will see how this plays out. Thank you for your assistance in this matter

Regards,
***************************
Initial Complaint
10/03/2023
Complaint Type:
Order 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 spoke with a rep with Washington National last year but I didnt sign anything. I already have Health Insurance through Aetna that they take out of my Social Security check every month. Additionally we had an auto accident May 10, 2023 in Sterling Hts. **, which was not our fault but those claims are over $15,000 which I dont think Washington *** wants to pay. Washington Nat has been taking $82.60 per month since last September of 2022
Business response
10/10/2023
October 10, 2023

BBB of Central *******
*********************************************************************************************

Insured: *****************************
Reference Number: BBB ID Number ********

We are in receipt of correspondence dated October 3, 2023 regarding the insured named above. Thank you for bringing this matter to our attention.

As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.

Sincerely,
*******************************
Consumer Relations
Initial Complaint
10/02/2023
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.
My mother had a cancer policy with this company for many many years. So they received plenty from monthly payments from her. She passed away after fighting cancer for a year. They were absolutely the hardest people to deal with trying to file her claim. After months and months of getting all the right paperwork, I first mailed it and they told me it wasn't what they needed. So I called the hospitals and doctors that took care of my mother during her journey. Got all the paperwork again and this time I faxed it to the number that they gave me. After receiving only a very small portion of what was owed, I call to find out why and they tell me that wasn't their fax number but yet they paid out for as I said, a small portion of what all was sent to that same number. My mother had a bone Marrow transplant and they have not sent out payment for any of that. They were not willing to help me at all, only stress me out more. They take advantage of people at such a time as grieving the loss of your mother.
Business response
10/05/2023

Washington National Insurance Company
PO Box 1916
****** ** 46082-1916

October 5, 2023

BBB of Central *******
*********************************************************************************************

RE: Washington National Insurance Company
        Complainant: *************************
        Case Number: ********

Dear BBB of Central *******:

This letter is ** response to your correspondence received in our office on October 2, 2023. 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, except as authorized in writing or otherwise permitted by law. Therefore, we have communicated directly with ***************************** regarding her concerns.

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 Relations Specialist
CNO ***************

Customer response
10/16/2023
They have contacted me and I'm in the process of having to once again send them hundreds of papers. Nothing has been resolved.
Initial Complaint
09/20/2023
Complaint Type:
Order 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.
********************* signed up for this life insurance policy through her work at Warren County ** Public schools. Her employer no longer recognizes this provider as an adequate service. The policy was going to be dropped or she had the option to continue sending in monthly payments on her own. She elected to cancel the policy and take a cash out option.Its important to note that ****** suffered a stroke on 7/11/23 and has lasting speech problems. We have sent in the required paperwork to cash out the policy to help pay for medical bills 3 times. Each time is rejected for a small issue yet they continue to send monthly payment vouchers.The rejection is for name of policy holder. Her name is ***********************, but she goes by ******. Even though we have talked to reps on the phone the continue to decline the paperwork due to a name issue.If they cant talk to ******, *********************** by phone to cancel/ cash out but they can continue to request more money, then this is a serious situation.Again ****** suffered a stroke and has speech aphasia and request that I her husband handle her phone calls. There is a long trail of paperwork being submitted and denied in relation to this policy.
Business response
09/28/2023
September 28, 2023

BBB of Central *******
*********************************************************;
************, ** 46241

Insured: *********************
Reference Number: BBB ID Number ********

We are in receipt of correspondence dated September 20, 2023 regarding the insured named above. Thank you for bringing this matter to our attention.

As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.

Sincerely,

*******************************
Consumer ********************
Initial Complaint
09/12/2023
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 multiple policies with Washington National which I purchased in good faith from an agent that was allowed to come to my work site with a public school district. At the time of purchasing the policies I was told that I could terminate the life insurance policies that are on my minor children if at some point I was unable to afford these policies as I am a single mother. The agent I purchased from no longer works for the company so the contact information I was provided is no longer useful. On 8/31/23 I called the ************ corporate number and was on the phone for over 15 minutes and could never get any help. I asked for a number for someone local that I could speak with and was given a number for someone in ******* and I live in *******. This agent was not only rude but also of zero help but took my information and stated he would give it to an agent that handled life policies in *******. It is now 9/12/23 and I have yet to hear from anyone at this company. My money is withdrawn every month without issue but when inquiring about surrendering a policy I was told I could not do that, which was a direct opposite response than what I was told when I purchased the policies several years ago. This is fraud and incredibly shady business tactics to take money from innocent people. The 800 number is not helpful and the information I was given for a contact person will not work either. I can reach no one at this company that can help me, however my bank account is debited each month. I was told a blatant lie by an agent regarding a policy and have now wasted an absurd amount of money. It is easy to see why Washington National has so many lawsuits pending. Since they were allowed to come to my school to sell policies to teachers I thought they were a trustworthy company. This is incredibly false. I can reach no one at this company or get any return communication regarding my policies. When you call the 800 number they can barely speak English. Do not buy anything
Business response
09/27/2023
September 26, 2021

BBB of Central *******
************************************** 103A
************, ** 46241

Insured: ***********************
Reference Number: BBB ID Number ********

We are in receipt of correspondence dated September 12, 2023 regarding the insured named above. Thank you for bringing this matter to our attention.

As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.

Sincerely,

*******************************
Consumer ********************
Initial Complaint
09/08/2023
Complaint Type:
Customer Service 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 been calling for 4 weeks and have not gotten anyone to take care of our issues. I've been on the phone an hour at a time and transferred after explaining the issue 5 times on the last call. Our rep is no longer with the company, and no one seems to know who is over our policy now. We have an employee that has terminated, and we need to have them removed from the policy. BUT it was set up weird to where the company pays the policy, and the employees are set up individually. Every time I call and go through multiple people and ask to speak to a manager, I get told they're in meetings and will call me back. Guess what, no one has ever called me back. I suppose we are now left with the only option of canceling all of our employee policies by stopping payment. Terrible customer service!!
Business response
09/20/2023
Washington National Insurance Company
PO Box 1916
****** ** 46082-1916

September 20, 2023

BBB of Central *******
************************************************ 103A
************, ** 46241

RE: Washington National Insurance Company
        Complainant: ***************************
        Complaint ID: ********

Dear BBB of Central *******:

This letter is ** response to your correspondence received in our office September 11, 2023. 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,except as authorized in writing or otherwise permitted by law. Therefore, we have communicated directly with **************** and addressed her concerns.

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 ************************************* Group
Customer response
09/27/2023
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. Although I am still not happy that it took filing a complaint to get someone to finally call me back. This should have been simple and taken care of on the first call not multiple calls and a month later.

Regards,
***************************
Customer response
01/09/2024
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.]
This complaint is of the same nature as the previous complaint but for additional employees we need to terminate now. They said previously they would get our account fixed, but only terminated the one employee we needed removed at that time. So here we are again 6 months later and our account has not been fixed and I get the run around again when I call them. They have horrible customer service.

Regards,

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

Business response
01/11/2024
Washington National Insurance Company
PO Box 1916
****** ** 46082-1916

January 11, ****

BBB of Central *******
************************************************ 103A
************, ** 46241

RE: Washington National Insurance Company
        Complainant: ***************************
        Complaint ID: ********

Dear BBB of Central *******:

This letter is ** response to your recent correspondence received in our office on January 9, **** in response to the original correspondence received September 11, 2023, pertaining to same issue but another employee. 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,except as authorized in writing or otherwise permitted by law. Therefore, we have again communicated directly with **************** addressing her concerns.

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 **************************************** Group
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 filed a claim 8/15/23 . I submitted all documents. They havent paid me for anything yet. The claims department doesnt know anything and gives you the same information over and over. I asked for corporate number and she told me to ****** it. Im about to cancel this policy and dont recommend anyone to waste time with them. Its not worth it.
Business response
09/20/2023
September 20, 2023

BBB of Central *******
************************************************ 103A
************, ** 46241

Insured: *********************
Reference Number: BBB ID Number ********
We are in receipt of correspondence dated September 19, 2023 regarding the insured named above. Thank you for bringing this matter to our attention.

As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.

Sincerely,

*******************************
Consumer ********************
Initial Complaint
09/07/2023
Complaint Type:
Product 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 signed up for a policy through Washington national insurance they quoted me $83.67 every two weeks which policy started on 5/1/2023. The policy number is ***********. When I recieved my policy info in the mail it states $21.09 every two weeks with a annual payment totaling $548.40. On 8/4/2023 the total amount I paid into policy totaled $836.70. I had cancelled my policy and had called the company why I was being overcharged for my policy the lady just laughed. I told her my policy states $548.40 for the year and I paid $836.70 in 3 months. I asked her when i could expect a refund since i was overcharged and she just laughed again and said they don't do refunds. On 8/23/23 Washington national issued a check for $45.67 which is no where near what I should have been refunded back to me. I am just wondering how a business can take that much money from someone and not return what is owed to them.
Customer response
09/08/2023
Attached is a copy of my allotment to the company from my paycheck. Also first allotment was taken out on 3/31/2023 which I have attached paystub to show allotment being taken out. Policy effective date starts 5/1/2023.
Business response
09/22/2023
September 22, 2023

BBB of Central *******
***********************************************************************************************

Insured: NAME *************************
Reference Number: BBB ID Number ********

We are in receipt of correspondence dated September 8, 2023 regarding the insured named above. Thank you for bringing this matter to our attention.

As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.

Sincerely,

*******************************
Consumer ********************

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