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Complaint Details
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Initial Complaint
06/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a life insurance policy with Boston Mutual that has been provided through my employer since July 2017.On 2-6-24 I emailed company with questions because my employer is not working with this company anymore. No answer received.2-9-24 I spoke to representative about premium. Employer deducting ***** per month instead of actual premium of *****. (I'm not sure how long because I can't reach anyone. I believe since 2021). Employer contacted BM and I was told by employer BM would be refunding overpayments. 3-8-24 and 3-11-24 Tried to call BM, no answer, unable to leave message. 3-11-24 Sent email to BM, no response. 5-3-24 Called again, spoke to representative from BM, she created a case, sent to worksite billing department who will call in 7-10 business days with resolution. She gave me her direct # because I told her how difficult it was to reach company. 5-20-24 No response from worksite billing department, spoke to representative, she sent case to supervisor, should return call to me in 3 business days. 5-30-24 No call received, left message with representative. 6-3-24 No call received, left message with representative. 6-4-24 No call received, left message with representative. Also tried to call main number, no answer and unable to leave message.I would like my overpayments to be refunded and also to cash out my policy. I'm uncomfortable dealing with a company that is so difficult to reach.
Business response
06/14/2024
There was a delay in processing the policyholder's May 3rd request to cash surrender the policy. Upon receipt of this complaint, we sent the policyholder the paperwork to be completed in order to surrender the policy. Policyholder also wants a refund of overpayments of premiums. We will provide that amount as well as the cash value of the policy in one check.Customer response
06/21/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
Dear ************************,
I appreciate your response, however I don't believe you have taken in to account the entire process that has happened. I started the process of attempting to resolve the issue of overpayment by my employer in February of 2024. I have no idea how long the overpayment has been going on because my case has never made it to a supervisor. At no point had I requested a cash surrender until my complaint to the BBB. On 5-3-24, the date stated that I requested the surrender, I spoke to *****. She stated she created a case to send to the worksite billing department to attempt to resolve the issue. She stated I would receive a call in 7-10 business days with a resolution. She also gave me her direct number because I had so much trouble reaching someone. I had emailed on 2-6-24, called on 2-9-24, 3-8-24, 3-11-24, and emailed again on 3-11-24. I received no answer to any of these communications. On 5-20-24, I spoke to ***** again because I received no response, she stated she escalated this to her supervisor and they should call in 3 business days. I attempted to call on 5-30-24, 6-3-24, and 6-4-24, left messages and received no calls back. On 6-4-24 I contacted the BBB. On 6-6-24 I called again and spoke to *******. She states the case was never assigned to worksite billing, it was still on *****'s list, she was going to assign it to worksite billing and escalate it to her supervisor. Until I submitted the complaint to BBB, I never requested a cash surrender. In fact, I made a point to tell ***** and ******* that the only reason I had not cancelled my policy was due to their kindness and help. Both were amazing customer service support people when I was able to reach someone. I know the calls are recorded for quality assurance, and perhaps listening to those calls would be helpful. I never received communication from anyone in Boston Mutual until I submitted my complaint with BBB. I still do not have the answer to how long I have been overpaying or really what the total amount of overpayment was. I had 2 policies that were cancelled by me on 4-21-21, and I believe the rider for my children was removed on 2-1-23. I would like someone to investigate the history of my accounts and what actually happened here. I will be sending in the paperwork I received from you to cash out my policy, and I will accept the refund for overpayment that you calculated because I am uncomfortable doing business with a company that is so unreachable. I would however, like some answers and do not know if the overpayment calculated is the correct amount. Thank you for your attention to this matter
Respectfully,*******
Initial Complaint
06/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My dad died 6 months ago and he left a life insurance policy for me through Boston Mutual Life insurance policy. I've requested through multiple emails and phone calls to their customer service to email me the forms ASAP so I can cancel this policy and cash out this policy I don't want to renew this policy and they keep using stall tactics not to email my forms to cancel this policy that my father left in my name and cash out the money. The policy number is x26288.I want the money that my dad left for me ASAP. My dad's name is *********************. His social is 248-58-0897. My social is 215-98-4680.Business response
06/12/2024
The Company is waiting for paperwork from the insured in order to fulfill the request. Please not this is pending until proper documentation can be process by the Company.Customer response
06/18/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Initial Complaint
03/19/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have been trying to reach this company for 3 weeks to close my account and receive cash value of account. Their phone message states there are no agents to take calls and to e-mail. I have e-mailed requested information/documents and have had no return correspondence.Business response
03/28/2024
Good Morning. Upon review, we found that we received our policyholder's cancellation form on March 11th. Cancellations are typically processed within ***** business days. At this time, the cancellation has been processed and a check has been mailed to her address of record. Thank you.Customer response
03/28/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
10/22/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I am having a very hard time dealing with boston mutual on a policy I had with them through my work. Could you please look into this for me? I had money taken from me through Payroll where I work and they sent money to this business. Only when my wife got hurt and I tried to file a claim they had told me they never received my money and canceled my policy. After a alot of phone calls I was notified they had found my money in there account and still have not received my full money back. As you can see from the feed of emails there is a lack of communication. If not resolved i was told to seek triple damages through our court system, but just trying to get what's fair Thank you for your time and you can reach out to me with any questions. Thank you. *****Business response
11/01/2023
To Whom It May ***************** am writing in response to your recent inquiry submitted on behalf of our policyholder. He is asking for a refund of premium.
Please note, on October 24th we corresponded directly with our policyholder. A refund of premium was mailed to his address of record and we believe this matter to have been resolved.Customer response
11/01/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
They stated this was for them collecting my money from 11/15/21 which was 87 weeks at.12.58 a week equaling $1,094.46. They sent me a check for $500 and change. Still got money missing
Business response
11/07/2023
To Whom It May ******************* further review, we found that we have refunded everything received from November 2021 to the date the policy automatically cancelled. We have not received additional funds from the employer. Should any further funds be received, a refund will automatically be issued to him. Thank you for the opportunity to allow us to respond.
Initial Complaint
05/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On March 9th, a letter was sent to me regarding a Whole Life Insurance policy needing payment within 30 days of the date on the letter or else the policy would be cancelled, that date was April 8th, 2023. On April 5th, an overnight letter was sent and received on April 6th see tracking number EI 531 571 355 **. It was delivered at **** PM on April 6th. the total amount due was approximately ******. I sent a ** Postal money order correctly filled out for $128.00. I heard nothing for 2-3 weeks. I called around the end of April and asked how much was due, I was told there was an outstanding amount due, which I am working on paying. I received a letter on May 5th, stating they had not been contacted and the policy has lapsed. this constitutes fraud and or trickery.Business response
05/17/2023
Upon careful review, I found the policy on our policyholder is currently active. We received his payment, and the letter of cancellation was mailed out in error. I have sent a letter directly to our policyholder explaining the error and confirming his coverage. I hope this information has proved helpful. If you have any further questions please don't hesitate to reach out.
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