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:04/13/2025

  Type:Order 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 have been paying on this life insurance policy number U423775 since 08/14/2018. This policy has been on automatic bank draft until 02/01/2025 with united home life insurance company until they removed me from it 02/01/2025. in the pass they were always removing my account from the automatic bank draft for no reason. Now United Home Life Insurance Company has cancelled my life insurance. I want my money refunded $3,672.75. seven years I paid in this insurance and it's gone.

  Business Response

  Date: 04/18/2025

  Dear Better Business Bureau and Ms. ******** ****,
  
  Thank you for giving us the opportunity to address Ms.***** concerns regarding her life insurance policy with United Home Life Insurance Company. We value her business and are committed to resolving this matter promptly.
  
  Upon reviewing the records for Policy #U423775, we would like to clarify the following timeline and details:
  
  Policy Date and Payment History:
  The application was signed on August 8, 2018, with a policy date of October ******. We acknowledge Ms. ***** diligent efforts in maintaining her policy through automatic bank drafts.
  
  Automatic Bank Draft Returns:
  Our records indicate several instances where bank drafts were returned due to insufficient funds on the following dates: 10/5/2021, 4/1/2024, 7/1/2024, and 2/1/2025. Our standard procedure is to remove a policy from bank draft when there is a return. We sent notifications to Ms. **** regarding these returns via U.S. mail, in accordance with our standard operating procedures. We requested updated payment information and a replacement payment to keep her policy active as a premium-paying policy.
  
  Extended Term Insurance:
  Our records show that the necessary premium was not received following the insufficient funds return on February 1, 2025. Consequently, the policy is being continued as Extended Term Insurance coverage. The policy is paid until February 1, 2025. The extended term insurance amount is $10,000 and will expire on 11/6/2029. This is a policy provision provided by this policy for nonpayment of premiums.
  
  Ms. **** is a valued customer, and we are eager to assist her in reinstating her policy according to the terms of the policy contract.Should she wish to reinstate her policy as a premium-paying policy, we require a payment of $213.92 to be applied in our system by May 1, 2025. For further assistance or inquiries, please contact us directly at **************.
  
  Thank you once again for allowing us the opportunity to address this matter.

  Customer Answer

  Date: 04/19/2025

  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 talked with the insurance

  company everthing is ok now please cancel this complaint
  
  
  

  Regards,

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

• Initial Complaint

  Date:08/22/2024

  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 mother purchesed a policy from them on 06-06-2012. We were told that it was paid off by a *******************. My mother passed away on 08/19.2024. I got called today from the insurance company saying that her policy wasn't active since 2012. Now I am stuck trying to pay for her funeral.

  Business Response

  Date: 09/05/2024

  We sincerely apologize for your loss. After thoroughly reviewing our records, we have confirmed that the policy in question, U312435, lapsed on Oct. 4, 2012, due to non-payment. As a result, the policy was not active or paid-up at the time of your mother's passage. Under the terms of the policy contract, there is no coverage.

  Customer Answer

  Date: 09/14/2024

  The person that sold her the policy, called her the month that it lasped and told her that they ran a contest and she won. Then he told her that her policy was paid in full. The guy that sold it to her is no longer employed by this business due to him doing this to multiple people. That is what I got told by the company. I just want them to make it right because if my mom knew it wasnt paid in full, she would of paid on it.

  Customer Answer

  Date: 09/14/2024

  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 want them to make it right because if my mom knew it wasnt paid in full, she would have paid on it. She got told by the guy that sold her the policy that it was paid in full which wasnt true. He scammed her into not paying on it.
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  Date:12/23/2023

  Type:Product 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 July 23rd. I am still trying to get my policy taken care of. I am promised every time I call they have everything they need. They never contacted me to tell me any different. I call back they need something else. Then they say they have everything they need, ect... This has gone on months. They have a complete lack of communication and don't know how to do their jobs. I asked them if the 3% interest would be deposited with the policy money couldn't answer that.

  Business Response

  Date: 01/03/2024

  The funeral home notified us of Mr. ***************************** passing on July 26, 2023, due to natural causes. We forwarded our claim form and instructions for filing a claim for death due to natural causes to the funeral home that same day.

  We received claim documents on Nov. 20, 2023, that stated that the insured passed away due to an accident, not natural causes as had been reported previously. We immediately forwarded an updated notice of the additional documents required for accidental deaths that same day. Some of the required documents were received on Dec. 6, 2023; as a courtesy to the complainant, we waived the other documents we otherwise require.
  
  On their claim form, the complainant marked to receive payment by direct deposit; however, no voided check was attached as directed in the instructions on the form. The complainant also requested that the funeral expenses be paid directly from the insurance proceeds; however, the bill from the funeral home was not provided as directed on the form.The complainant provided a voided check to us on Dec. 13, and the funeral bill on Dec. 22.
  
  We admit that the voided check was regrettably overlooked when the claim was settled on Dec. 26, 2023. When this mistake was found,we immediately corrected this and sent payment to the complainant via direct deposit on Dec. 28, 2023. We have issued a check to the funeral home for payment of the funeral bill, and the remainder of the insurance proceeds have been deposited into the complainant's bank account. We hope that this resolves the matter to their satisfaction. 

  Thank you for the opportunity to address ************************** concerns.

• Initial Complaint

  Date:05/28/2023

  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.

  I purchased insurance with United Home Life Insurance Company in 2014. I purchased this insurance based on their Guarantees: no health questions, no medical exams, no complicated forms to fill out. The website says you can't be turned down due to your health. Lies. I lost my credit cards in December so naturally, I canceled all of my credit cards. I called all of my creditor including United Home Life Insurance Company and gave them my new information. Well I received a letter in the mail saying the account hadnt been paid in a few months. I called and explain that my cards were lost and I had called in and gave them my new information. They said they didnt receive it but all I had to do was fill out a reinstatement paper and pay all of the overdo money and the nexts months pay. So I did that. A few weeks later they sent me additional papers to fill out. After that, a they sent me more papers to fill out but this time, they had papers for my moms doctor to fill out. A few weeks after that, while I had still been paying the monthly bill, they dropped my mom's insurance due to her health. My mom's health isnt much different now than it was in 2014.I was told I'd be able to get my money back for all the years in paid it. However, they only sent me a check for the money I paid for the reinstatement. They owe me over $10,000. I am seeking reinstatement of my mom's policy or all of the money I paid out.

  Business Response

  Date: 06/12/2023

  Dear ****************,
  
  Thank you for giving us the opportunity to respond to your concerns regarding your mothers life insurance policy.
  
  The policy was issued in 2014. On Oct. 7, 2022,you spoke with our **************** Representative ******* and confirmed your EFT banking information. Payments were consistently made until November 2022. At that time, we sent you, as the payor, a letter alerting you that the payment had not gone through. Another letter was sent on Dec. 8, 2022, allowing an additional two weeks to make the payment. Since none was received, the policy was placed on Extended Term Insurance on Jan. 7, 2023. You spoke with *******,manager of the ******************** on Jan. 9, 2023, asking for a payment plan exception. Due to the terms of the policy contract, that was denied.
  
  Payment was received on Feb. 1, 2023, however, due to the amount of time that had passed since payment, the policy had to be reinstated. As stated in the policy contract, if the grace ****** ends without sufficient premium being paid, the policy can be reinstated subject to evidence of insurability, payment of all past due premiums, and payment of any policy loan.
  
  We apologize for any misunderstanding and hope this satisfies your questions.

• Initial Complaint

  Date:07/26/2022

  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 in need of insurance and know that being diabetic, it would be hard for me to obtain a policy. So, when, **********************, came to my home as an independent agent, he told me that I would be able to get one with him. So, I signed up for a policy with United Home Life Insurance Company in October 2021, through him. The company never sent me a policy even though, I made bank drafts monthly of $69.14, for $14,000 of coverage. I noticed also that they wanted to cancel my policy when I told them I could not afford the premium and needed to lower the payment. I had called ******************, and he lowered the premium to $50.00 monthly at $10,00 coverage. But, I still have yet, to see any policies from this company. All that I received was a ****, sent in my mother's name for payment of $75.00. (Letter will be sent to you.) When my mother was never to be payor of the ****. Which they had her down for. She only made the initial payment for me. At this time, I asked to be reimbursed because, my 30 day view of the policy has never been honored. All the company wanted to do was for me to sign surrender papers. I want my premiums returned to me of $622.26. I have not signed any papers yet. This company has not been asset to me at all.

  Business Response

  Date: 08/04/2022

  Response attached.