ComplaintsforSecurity Plan Life Insurance Company

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've tried on numerous occasions to reach the company about an active policy. I left multiple voice messages and nothing. The life insurance policy was being paid by someone who has passed and I was trying to get clarification on the policy. However I am getting no response from this company.

  Business response

  08/25/2022

  We have contacted ******** ******* who provided the name of the insured enabling us to locate the correct policy.  The owner of the policy is deceased.  The complainant is the mother of the insured.  Policy information is provided to the owner or with the owner's permission only.  The attached letter and forms have been emailed and posted to Ms. ******* to assist in changing the owner of the policy.  Premium payment options and contact information were provided.  Ms. ******* stated her concerns have been addressed.  When she returns the completed form, the change in owner will be processed and the new owner may request policy information.   

  Customer response

  08/26/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17739480, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trying to get ahold of Security Industrial insurance 110 railroad Ave, Donaldson, LA 70346. Phone number 1 225 473 8654. To cash in funeral policy. Need help reaching an agent please.

  Business response

  03/18/2022

  Business Response /* (1000, 5, 2022/03/04) */ We are sorry that the complainant had difficulty reaching the local office. We sent two email messages providing both email and telephone contact information to the complainant on 2/24/2022 and follow-up on 2/28/2022 and received no response. We telephoned leaving messages for callback and our email address on 2/24/2022 and 2/28/2022. There was no answer. 3/3/2022 the complainant called our Austin office requesting a surrender form to be sent to him by post. It has been mailed.

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have attempted on numerous occasions to contact Security Plan Life Insurance Co.'s Donaldsonville, LA office to no avail. The telephone number listed on this page ************** is NOT a working number. In addition, other numbers ************* and ************* go unanswered. I can't connect with a "live" person at the Donaldsonville location. On January 12, 2022, I spoke with ******* *************** Policyholder Services, Citizens, Inc. located in Austin ********** Inc. is the parent company of Security Plan). She assured me that she would submit a request to Citizens' Accounting Department to email a "Surrender" form to me. As of today, January 19, I had not received the form so I called Ms. ************** again. She said she would email the form to me herself today. In the interim, I searched for other Security Plan offices in Louisiana and came upon the Hammond office. I contacted that office and spoke with ****** ****** and informed her of the horrendous customer experience I have had with Security Plan. Ms. ****** said she would send the form to me as quickly as possible. As I await a response, I'm already wondering how long will it take to receive the cash payout of my insurance policy. I truly believe that something needs to be done about the goings-on of Security Plan Life Insurance in Donaldsonville. If I don't receive the form and my cash payout in a timely fashion, I will contact my former employer, WWL-TV, to conduct investigative reports of not only Security Plan Life Insurance but also, its' parent company, Citizens, Inc., located in Austin, TX.

  Business response

  02/09/2022

  Business Response /* (1000, 5, 2022/02/03) */ On January 21, 2022 a letter and surrender form were sent by email and by post to Ms. ********. She did not confirm receipt of the letter and form. Ms. ******** sent me an email 1/29/2022 with the letter and blank form attached asking for a callback within 20 mintues. I did not receive the message until the end of the prescribed time. I called her phone no answer and sent an email at 5.10 pm in return offering after hours times and weekend hours that I could return the call. She did not respond. The completed form has not been received. Upon receipt of the properly completed form, the policy will be surrendered for cash value. Consumer Response /* (2000, 7, 2022/02/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Today, I emailed my completed Surrender Form as well as a copy of my driver’s license to ******* *** at Security Plan Life Insurance Company (***********@citizensinc.com; phone – 512.837.7100). I requested a telephone call from her between now (February 9) and tomorrow (February 10, before 5 p.m. Central) to confirm receipt of the documents. If payment is not received within the next seven – 10 business days, I will follow up with the BBB.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I been with security plan for 20+ years and I have life insurance policies that I paid out completely for myself, my husband and kids. I have two policies I'm paying out right now today, on December of 2021 I paid on two policies and I am always paying a month in advance. I never received my insurance book back in the mail so that's what made me start calling my agent. I started calling my agent in New Orleans and no one is answering and I called the home office in Doanldsonville. I can't get in touch with anyone I have called all offices involved. I called my bank yesterday and I was told my check was cashed on 12-13-2021 by someone name ** ******** in New Orleans. I am not sure who that is and where my money has been going. Can you please help me

  Business response

  01/25/2022

  Business Response /* (1000, 5, 2022/01/24) */ Ms. ******* pays premiums monthly for policies XXXXXXXXXX and XXXXXXXXXX. Policy XXXXXXXXXX is paid in full. The complaint has been sent to the territory coordinator for review and response. On January 12, 2022 the territory coordinator and the agent for her account spoke to Ms. ******* to answer her questions and resolve the issues regarding her payment. On January 12, 2022 the agent sent her a new payment book and form for beneficiary change. Her agent contacted her again on January 18, 2022 to review her policies and go over some changes she requested. Following that conversation, her agent resorted that Ms. ******* seemed very statisfied. Consumer Response /* (2000, 7, 2022/01/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accepted their response, because I did get in touch with agent, and they resolved all my issues.

• Initial Complaint

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The telephone number is not working that was provided and seen on many sites. HOW CAN I SPEAK TO someone with Security Industrial Insurance Company (Donaldsonville, LA.)

  Business response

  12/30/2021

  Business Response /* (1000, 13, 2021/12/28) */ Contact Name and Title: ***** ******************* Contact Phone: XXXXXXXXXX, #4259 Contact Email: ***********@citizensinc.com According to our records, ****** *** passed away on 12/10/2021. We were notified by Garden of Memory Funeral Home on 12/13/21, who is the named beneficiary. The necessary requirements have been sent to the funeral home. Mr. *** has been paying premiums on this policy for years, so should have had contact information for his agent. We did receive a call from his son, Mark ***, on 12/15/21 and advised we could not provide him information since he is not the beneficiary, but he was informed the funeral home was the beneficiary and we would need authorization from them to provide him information on the policy. If additional information is needed, please let us know.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I HAVE INSURANCE WITH SECURITY PLAN LIFE FOR MYSELF AND MY DAUGHTER, I HAVE PAID ON THESE POLICIES FOR YEARS I CAN'T REACH THEM THRU ANY OF THEIR PHONE NUMBERS. THEY ARE ALWAYS FORGETTING TO SEND MY PAYMENT BOOK BACK ON TIME AND WHEN I TRY TO CALL IT SAYS IT'S NOT A WORKING NUMBER.

  Business response

  11/08/2021

  Business Response /* (1000, 5, 2021/10/27) */ Hello, We will need more information on each of the insureds Ms. ******* is referring too. We also need additional information if she has policy numbers to reference too. The ****** *********** we are able to locate have a middle initial and are no longer in force. If you could get us this information we can do more research or if she has a district office she was making contact with? thank you Consumer Response /* (3000, 7, 2021/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) MY NAME ON THE POLICY IS ******* * ******* POLICY NUMBER IS XXXXXXXXXX. AND MY DAUGHTER IS ******* * ****** POLICY NUMBER XXXXXXXXXX, WHY ARE THEY SAYING THE POLICIES ARE NO LONGER IN FORCE THEY HAVE BEEN CASHING MY CHECKS EACH MONTH THAT I SEND THEM. I AM NOT BEHIND ON ANY PAYMENT EITHER, I AM A MONTH AHEAD ON ******* D ****** POLICY AND I AM PAID UO TIL 2025 ON ******* ** ******* POLICY. Consumer Response /* (450, 10, 2021/11/08) */ YES I GOT MY PAYMENT BOOK BACK.

*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. ↩