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:01/08/2025

  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 was contacted November 5th 2024 by a representative of Security Insurance name ***** he informed me that I had over paid $1800 in premiums over the last 10 years and ask me did I want a refund? I stated to him I did and he told me the correct amount to pay going forward. He stated he does not know how long the process takes but he was submitting it to accounting and they will mail me a check. I started calling him back Dec. 5, 2024 for an update and he says I'm probably going to have to file a complaint. I have called home office and left messages and no one answers or return your call. I'm thinking this insurance is a scam and I have had these policy's 34 years since my son was born.

  Business Response

  Date: 01/10/2025

  Good afternoon, Ms. ********

  Please find enclosed the response to the claim submitted, along with the relevant supporting documentation.

  Best regards, 

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

  Customer Answer

  Date: 01/14/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22785290, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:11/22/2024

  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 have had a life insurance plan for many years with this company. I became unhappy with their services and requested a surrender of fund or cash out of policy in August of this year. I completed the necessary paperwork and submitted by email and mail. I never received the funds ($4,000.00 approx.). I called last month and spoke with someone who stated that the check was mailed in September. I never received a check. The person stated that they would cancel the check and send another one. I still haven't received my money. I tried calling to inquire and one of the numbers was out of service. The other number gave a message that no one was available. The numbers that I have are 1-************, 1*************, ************.

  Business Response

  Date: 12/03/2024

  December 02nd , 2024
  
  Attn: ******** *******
  Director of Operations
  BBB of South Central Louisiana
  
  RE:        Complaint # 22590166   
                Policy No **********
                Insured: ***** ******
  
  Dear Ms. ********
  
  This letter is being sent in response to a complaint submitted by Ms. ******.
  After a thorough review of the situation, we would like to provide the following information regarding the referenced insurance policy: The insured submitted the necessary documentation to initiate the surrender process on August 2, 2024. The total amount eligible for surrender is $4,290.36. Please note that the surrender process typically takes about three weeks. As of August 28, 2024, check #671077 was issued, and a copy of the check is enclosed. To date, we have not received any communication from the insured indicating that the check was not received.
  In light of the aforementioned circumstances, we have taken the precautionary measure of canceling the previously issued check, which did not reach the insured. A replacement check has been issued, dated November 25, 2024, and has been sent via overnight delivery.
  Additionally, we have confirmed that all contact numbers provided by the insured are accurate.
  Please let us know if you have any questions or if we can be of further assistance in this matter. You may contact me by e-mail at [email protected]  
  
  Sincerely,
  ******** *********
  Compliance Department

  Customer Answer

  Date: 12/03/2024

  
  Complaint: 22590166
  
  I am rejecting this response because:
  I still have not received the check. They are being dishonest. I have previously spoken with the company to let them know a month ago that the check wasn’t received and they were supposed to cancel and resend it which they didn’t do. Now, They claim that it was over nighted on 11/25 and I still have not received the check. Please advise on what I need to do to get my check. 
  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/18/2024

  December 18, 2024
  
  Attn: ******** *******
  Director of Operations
  BBB of South Central Louisiana
  
  RE:       Complaint # 22590166   
               Policy No **********
              Insured: ***** ******
  
  Dear Ms. ********
  
  This letter is being sent in response to a complaint submitted by Ms. ******.
  After a thorough review of your situation, we would like to provide you with the following update: A new check has been reissued, and a copy is enclosed with this letter for your reference. Furthermore, the check was dispatched via UPS, and the tracking number is 1ZY208X41598074605. According to the tracking details, the check was successfully delivered on December 10 to the following address: 20207 Glacier Falls Drive, Tomball, TX 77375.
  Please let us know if you have any questions or if we can be of further assistance in this matter. You may contact me by e-mail at [email protected]  
  
  Sincerely,
  ******** *********
  Compliance Department

  Customer Answer

  Date: 12/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22590166, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/11/2024

  Type:Billing 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 have a current policy for my son, ***** ******* with Security Plan Life and have had this policy for well over 10 years. Last year 2022, ****** their employee called me and advised I had signed for a loan with them. I told her that i did not sign any loan and that i would be over to speak regarding it. In 2024, i was able to get to the office and asked her to let me see the paperwork that i signed because I knew i had not signed anything with them. It turns out that she was lying and I indeed had not signed up for a loan but instead the company had taken out a loan against the policy to keep it active. I was advised I had missed payment years back and I do agree, years ago there were missed payments. My issue is that they are refusing to provide details on the missed payments advising that their system does not go back that far. They advised that it would be too much trouble to pull that info from the achive since they have switched system. My response is that was unacceptable for a business. If you say that I owe you, show me the missed dates and amounts that you say I owe. They are stating that missed payments and interest incrued now has me owing over $900. While I do not mind paying anything that I owe, I have simply asked them to provide all of the missing payment dates for ***** ****** and they refuse to provide that information but expect me to pay the money without seeing the requested documentation. Due to ***** lying from the start and saying that I signed paperwork that she later advised that i didnt, its hard to believe what they say. I am asking them to provide specific dates and amounts for the missed payments, so that we can get this situation squared away. As a reputible company you should be able to provide the client with a simple request dating back tot he inception of my account. I am not asking for anything astronomical.

  Business Response

  Date: 12/19/2024

  Good afternoon,

  Please find attached the response to the complaint and a copy of the policy contract.

  Best regards,

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

• Initial Complaint

  Date:01/29/2024

  Type:Customer Service 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 have been trying to contact this company over the past week to discuss my mom's premium and how to stop the payments. My mom is the owner of my brother's insurance policy; however, my mom was passed on August 18, 2018, at which time I took over paying the policy. When I reached out to the company to stop the payments, the company continuously sends monthly letters of "Notice of Automatic Premium Loan." I have tried to cancel the policy about 2 years ago with no success. At one time, I was able to reach someone, now my calls go directly to voicemail, which go unanswered.

  Business Response

  Date: 02/08/2024

  The attached letter and 4 attachments have been emailed and posted to Ms. **** in response to her request.   

• Initial Complaint

  Date:07/27/2023

  Type:Customer Service 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 son, ***** *** ******, passed away on 3/2/2023. I talked to several different people in customer service and finally received a check the last of May, 2023. It was one check for 2 $500 life policies. Check was $1000. I went to my bank and cashed the check to pay some bills from my son’s funeral. My bank has rejected the check stating it is FRAUDULENT!! They sent it back to me and charged me a $25 return fee. Then the bank took $1000 of MY OWN MONEY OUT OF MY ACCOUNT! Now I’m being told by Security that they sent me another check on 7/24/2023. And I’m supposed to think it won’t be a fraud or that there’s really a check on the way?! I have paid on these 2 policies for my son for decades! DECADES!! I want my money and I wanted and needed it months ago. If not Security will be hearing from my attorney. This is so pitiful. It’s thievery. Your company feeds on the people who trusted you and paid you. IF… and I use IF loosely… I don’t get a legitimate check for my two policies on my son or don’t get one at all, my attorney will be contacting your company and if necessary file a suit. Now get me a legitimate check for what I paid for.

  Business Response

  Date: 07/27/2023

  We received notice that you still had not received the original check, so we voided and reissued you a new check on 7/23/2023. You attempted to cash the original check that we voided. Once you get the replacement check you will be able to cash that one. Please feel free to reach out to our claims department at ************ with any questions

• Initial Complaint

  Date:07/07/2023

  Type:Customer Service 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, ****** ** *****, recently passed. In his paperwork I found a premium receipt book. It appears the premiums were paid from 2002 thru 2011. The Policy #********-A was written by Security Industrial Insurance Co. in Donaldsonville, LA. I have had no luck making contact. If there is a death benefit I could really use it. Please advice. Thank you.

  Business Response

  Date: 07/25/2023

  Thank you for reaching out, a review of this policy reflects that the policy is no longer in effect as of May 2016 for a lack of premium payments. Unfortunately we are unable proceed based on this information. If you have any further questions please contact our main number ************

• Initial Complaint

  Date:06/26/2023

  Type:Billing 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 am filing a compliant against Security Plan Life Insurance.My Grandmother ***** * ****** died on 1/24/23. Her death was reported to Security on 1/31/23. On 4/18/23 her death certificated along with policy # ********* was surrended to ****** ****** a Security representative.On 5/18/23 I contacted Security because my benefit payout had not been received.I called (************ & spoke to **********in customer support)who advised me that the check was mailed 5/1/23.As of today 6/26.23 I still have not received my benificary check. My name is ****** ******* I live @ **** ***** ** **** *** ************** *****. I have lived here for the last 2 years & have not had any problems receiving my mail.So my question to Security Plan Life Insurance Company is "WHERE IS MY BENEFICARY PAYMENT" ????

  Business Response

  Date: 08/11/2023

  Thank you for reaching out, I am showing that the referenced claim was originally paid on May 1, 2023. The original check has since been cancelled and a replacement check was sent out on 7/31/23. The address was confirmed at the time the check was re-issued. should you have any additional questions I encourage you to reach out to ************

   

• Initial Complaint

  Date:06/08/2023

  Type:Customer Service 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'm filing a complaint against Security Life Insurance Company.My mother ***** ** ****** passed aeay 1/24/23. I reported her death to Security 1/31/23. I spoke to Ms *** @ ************* ho advised me she would note her file but they needed a copy of her death certificate.Fast forward to 4/18/23 when I finally got the certificate,the company Representative ****** ****** came out to my home.collected the policies & the death certicicate. He advised me that the claim should be processed in "a couple of weeks." On 5/18/23 I called Mr ******* @ (301)806-2739which is his cell #. he told me I needed to call the home office @ ************* to check on the claim.ii then called them & was advided by Ms ******** *n customer support & was told the checks were processed 5/1/23.On 6/1/23 I recalled the company & left 2 messages on their recorder & never got a return call.On 6/ 3/23 I recalled & again spoke to Ms ******** who gave me the same song & dance. i asked to speak to her supervisor ********* ******* but she was out of th occice until 6/5/23. I left my name & # with the policy # ********** & ********** & as of today(6/7/23) no return call.I'm at my wits end with this Company & need your assistance to get this resolved, Thanking You In Advance.

  Business Response

  Date: 06/08/2023

  Thank you for reaching out, it is disappointing to hear that you have struggled in resolving your claim. I am happy to inform you that all needed documentation was received on May 12, 2023 and all payments were issued on June 5, 2023. Should you have any further questions please reach out to ************ or ************************

  Respectfully, 

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

  Claims Director

• Initial Complaint

  Date:04/19/2023

  Type:Customer Service 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 have been trying to get in touch with anyone from this company to answer questions about my policies i have paid on for over 20 years. Can someone please give me a number that works before i have to get a lawyer. This is outrageous!

  Business Response

  Date: 04/27/2023

  see written response

• Initial Complaint

  Date:03/09/2023

  Type:Billing 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 Have been trying to contact the Donaldsonville branch as well as the ranye Louisiana branch In order to speak with a representative Regarding a payment. I was told by the representative that their computer system was down At the time of my initial call, I have tried multiple times and dates to contact this insurance company to no Avail, This company has moved locations 3 times within the last 14 years and has never contacted us to let us kno their location, Can someone please advise me all further actions Or resolutions.

  Business Response

  Date: 03/12/2023

   Please see attached response.