ComplaintsforSBLI

• Initial Complaint

  09/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had an SBLI annuity contract that matured on April 20, 2024. I completed the Withdrawal Request and Transfer of Assets (***) forms from SBLI on April 12, 2024. My financial advisor spoke with SBLI customer service on April 16, 2024 and verified with SBLI that the paperwork was received and was told it would take 3 to 5 business days to process. In a subsequent phone conversation in April, SBLI claimed they never received the original transfer paperwork. My advisor then emailed the paperwork with a copy of the overnight paperwork on April 18, 2024 to prove that it was sent and signed.In subsequent calls to SBLI customer service in April, we were assured that the paperwork was in order and to simply wait for the check to process. In July, I was informed by SBLI that the transfer check was ready to be mailed, but that I would be charged $6,007.39 in surrender charges and $1,788.86 in MVA due to this transaction being delayed outside the allotted ***** period from the date of maturity (which I understand to be 60 days from April 20, 2024). Finally, on August 1, 2024 the *** transaction to Fidelity was complete, minus the $7,796.25 in total charges that were the result of SBLIs failure to process this transaction within the appropriate timeframe.I reached out to SBLI with this information (with additional details) for reimbursement of the charges on August 12, 2024. Their lack of response has caused me to escalate this to BBB for resolution.

  

  Business response

  09/19/2024

  Hello ************,

  
  Thank you for reaching out to us. It appears that you have contacted SBLI, The Savings Bank Mutual Life Insurance Company of Massachusetts. Based on your inquiry, you may be looking to connect with SBLI ***, as we do not do business in ********. Unfortunately, we were unable to locate a policy for you in our system.

  
  You can reach SBLI *** through their website: ******************************************************.
  

  However, if you believe you have contacted the correct company, please feel free to reach out to us directly at ************, and well be happy to assist further.
  

  Best regards,
  ****************************;
  SBLI of Massachusetts

  Customer response

  09/19/2024

  [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 incorrect company was targeted (SBLI Llfe Insurance rather than SBLI ***, therefore, this response does satisfy my issues and/or concerns in reference to complaint #********. I will need to re-file with the correct company name. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a life insurance plan through the company SBLI around January 20, 2024 I feel like i was misrepresented on the price. i thought i was getting a 5k policy for $55.25, found out later i was paying $79.28 for the 5k policy. I would like my money refunded for the amount of $475.68. I spoke to my agent ************************************* in June, he said he would refund my money and cancel the reoccurring payments from my account. I believe my policy has been canceled. I would like to be refunded.

  Customer response

  07/28/2024

  I have not heard from the business in response to my complaint.

  

  Business response

  07/29/2024

  Thank you for bringing your concern to our attention.
  I want to inform you that your policy has been cancelled as requested. The funds have been sent back to you via the Electronic Funds Transfer (EFT)details we have on file.
  If you have any further questions or need additional assistance, please do not hesitate to reach out to me directly.
  Thank you for your understanding.
  

  Best regards,
  *************************, **************** & Imaging Manager
  ********************************

  Customer response

  08/05/2024

  Thank you very much, the money is in my account
  
  *********************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SBLI life insurance policy #********* was set to expire on 6/22/24 - we decided to let it lapse, which I told Sales rep. ***************************** via email however, SBLI established a new acct #********* in my name and auto-deducted $1108 from my checking account on 6/24/24 without my approval. I have gone through the process of requesting the funds be returned but do not feel that I should have to wait for this as it was their error.

  

  Business response

  06/26/2024

  Dear ******************,
  

  Thank you for bringing this to my attention. I wanted to provide you with an update on the situation.
  

  Our team has attempted to reach you at the number we have on file, but unfortunately there was no answer. We have followed up with an email advising that we still need another surrender form for one of your policies (policy number omitted for privacy reasons). Additionally, please know the refund will be processed later this week via EFT.
  

  Please let me know if there is anything else I can assist with. I'm here to help. 
  

  Best regards,
  *******************************, SBLI

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  SBLI customer service informed me on March *******, that my term life insurance policy lapsed in April 2023 due to nonpayment. They said they sent me 2 separate bills and a cancellation notice. I never received any of those. I have had the policy since 1992 and never missed a payment until this latest discrepancy. My wife is also a long time policy holder. **************** informed me that to be reinstated I had to fill out all kinds of forms divulging personal medical information.I consider this unfair since SBLI failed to send me the necessary billing information. I feel I should automatically be reinstated due to their error.

  

  Business response

  03/22/2024

  Thank you for reaching out and for your long-standing commitment to SBLI as a valued policyholder since 1992.We sincerely apologize for any confusion or inconvenience this situation regarding the lapse of your term life insurance policy may have caused you.
  
  Upon reviewing your account, we confirm that billing notices were dispatched to your address on record on February 14, 2023, and March 31, 2023, followed by a lapse notice on April 24,2023. It's important to note that the first billing notice sent on February 14,2023, was returned to us by the post office, suggesting a possible issue with the delivery. However, the second billing notice and the lapse notice did not return, indicating they were delivered to the address we have on file.
  
  We understand and share your concern regarding the importance of receiving all communication, especially regarding your policy's status. While our records indicate that the notices were sent in accordance with our standard procedures, we recognize the distress the lapse has caused you, given your history of timely payments.
  
  Unfortunately, as the policy has lapsed, we must adhere to the guidelines set forth for reinstatement, which include the completion of full reinstatement paperwork. This process is in place to ensure the fair and consistent treatment of all policyholders and to comply with regulatory requirements. The request for medical information is a standard part of this process, aimed at assessing the risk and determining the terms under which the policy can be reinstated.
  
  We deeply value your and your wife's relationship with SBLI and would like to assist you through the reinstatement process as smoothly as possible. Our team is here to support you in completing the necessary forms and to answer any questions you may have regarding this process. If youd like guidance throughout the process or if would like to discuss your situation in more detail, please reach out to *************************, **************** and Imaging Manager at ********************************** We are committed to working with you to find a suitable solution and to restore your coverage.
  
  Thank you again for your loyalty and understanding. We look forward to the opportunity to continue serving your insurance needs.

  Customer response

  03/29/2024

  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

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  SBLI refuse to honor a life insurance claim I file on ********************************* I opened the account a few years ago and paying by government allotment through ***** *********** SBLI says they do not have an active account i never closed the account nor did I file a death claim.

  

  Business response

  02/29/2024

  Dear ****************,
  
  First and foremost, please accept our sincerest condolences on your loss. We understand the importance of clarity and support during such sensitive times and are committed to providing you with the assistance you need.
  
  Upon thorough review of our records, it appears there may have been a misunderstanding as our systems do not show an active account under ************************************* name associated with SBLI.In order to ensure your situation is addressed promptly and thoroughly, we kindly ask you to reach out directly to ******************************** with additional questions. Our dedicated team member, *************************, is ready to provide personalized support and guide you through next steps.
  
  Additionally, it might be beneficial to verify the insurance provider's details, as there is a possibility that the policy in question is held with SBLI *** Life Insurance Company, ***** rather than SBLI (The Savings Bank Mutual Life Insurance company of Massachusetts, which is in no way affiliated with SBLI *** Life Insurance Company, ***** For your convenience, you can contact them directly or access your account information via their website: ******************************************************.
  
  We understand that this is a challenging time, and our priority is to assist you in resolving this matter.Please do not hesitate to reach out directly to ***************** for further clarification or assistance.
  
  Thank you for your understanding. We are here to support you and look forward to assisting you as efficiently as possible.
  
  Warm regards,
  
  *******************************, SBLI 

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company was supposed to disburse $5,000 at the beginning of December 2023. The financial advisor that we have been dealing with through LPL has been working to resolve this since December. The paperwork has been faxed, emailed, mailed, and sent via ****** We have to contact this company numerous times and have been given no resolution. They are not stating where the paperwork is, whether it has been received, or when it will be processed. We were told that the turn around time is three to four business days, instead this has taken over three months. We cannot speak with a supervisor, calls are not being returned and we still have no answers as to where this money is.

  

  Business response

  02/26/2024

  Thank you for bringing this matter to our attention. After a thorough review of our records, we were unable to locate any account or client information under the provided last name in ************, nor could we find a match for the email address in question. It's important to us that we maintain clear and accurate records for all our clients, and we appreciate the opportunity to investigate this situation.
  

  Furthermore, we would like to clarify that our company does not have a partnership or working relationship with LPL Financial. This information might indicate a misunderstanding or a mix-up with another organization. To assist further, we have taken the proactive step of reaching out via email to ensure that any potential concerns are addressed directly and to clarify any possible confusion.

  Our team is committed to providing the highest level of service and support to all our clients and potential clients. Thank you again for reaching out to us. We look forward to resolving any outstanding issues and ensuring clarity and satisfaction moving forward.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Through a Life Insurance Agent, On 6/2022 I purchased a 20yr $700,000 Term Life Insurance policy that was approved and $151.00 monthly payments started immediately as an autopay. My payments are usually due on the 11th of each month. I noticed payment did not draft on 2/11/2024, which alarmed me to reach out to my Life Insurance Agent. My Agent contacted SBLI and was told that my policy was cancelled due to some medical history they just found. I was never notified via email, mail, or by phone of this change. I just so happen to go into my account and found my policy to be inactive. My agent mentioned SBLI is to refund me $3100, however, I do not have this in writing. I am concern why I was not notified of the cancellation and if I had never been attentive to my bank account this would have slid by. Please explain why I was never contacted?

  

  Business response

  02/16/2024

  Dear **********,
  
  Thank you for reaching out to us and expressing your concerns regarding your Term Life Insurance policy. Upon reviewing your account, we have identified that a notice regarding the cancellation of your policy was issued on January 24, ****. We realize that this communication may not have reached you as intended. To ensure you are fully informed, we have emailed you the document dated January 24, ****,outlining the reasons behind the policy cancellation.
  
  Regarding the status of your refund, we would like to clarify that the original check (No. *******) was voided due to a change in your address that we were made aware of. We sincerely apologize for any confusion this might have caused. To address this matter swiftly, we have voided the original check today and are pleased to inform you that a new refund check will be reissued and dispatched to your updated address within the next 3 business days. We appreciate your patience and understanding as we work to rectify this situation and ensure that you receive the refund you are ***********. Should you have any more questions or require further assistance, please do not hesitate to contact us.
  
  Sincerely,
  
  *******************************, SBLI
  **********************************
  

  Customer response

  02/16/2024

  [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

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has persistently called my cellphone, which is on the Do Not Call List, trying to telemarket me life insurance, even after being told to stop. I have never given it permission to telemarket me, and have no interest in their services whatsoever. I have made several attempts to reach out to the company to rectify the matter, and have been ignored. At this point I need to speak to the company's ATTORNEY or LEGAL REPRESENTATION to resolve this matter. Simply "removing my number" will no longer suffice. If I do not hear from their legal rep, I will be contacting an attorney that specializes in TCPA matters for litigation.

  

  Business response

  01/04/2024

  Thank you for your feedback. We are sorry to hear that you were unhappy with your experience, as our customers concerns are very important to us.
  

  We have reviewed this matter and determined a request was received from this phone number because there was an interest in procuring life insurance from SBLI.
  

  We have taken immediate action by removing this number from *********** lists and will not call this number in the future. 
  

  Thank you. 

  Customer response

  01/04/2024

  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 # ********. Absolutely NO interest was ever given by anyone in this household or the number in question. We also never gave any express written permission to be telemarketed to. As stated iny complaint, I need to speak to the company's ATTORNEY or LEGAL REPRESENTATIVE to resolve this matter. Simply "removing my number" will NOT suffice. If I don't receive the requested contact, I will move forward with legal action as allowed by 47 U.S.C. 227(b)(3) and ******* State Law. I am open to resolution, however if none is possible, I fully intend on moving forward with this matter to it's legal conclusion.

  
  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

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a 15 year term life with SBLI that expired on November 3, 2023. Earlier in October I called SBLI and told the customer service representative that I'm not interested in any renewal after the expiration, so she stopped the automatic payment, but she said the system would send me one more paper bill. "It's just how our system works", she explained. But since then they have harassed me with multiple Premium Reminder Notices, which is ridiculous. I feel they are trying to trick people into paying unwanted life insurance. The policy number was *********. SBLI must stop this harassment ASAP.

  

  Business response

  11/28/2023

  As mentioned in your complaint,your policy with us is limited to a 15-year ******. Due to state regulations, we are contractually required to provide you with a 30-day grace ****** beyond the premium due date. Our intention in sending billing reminders applies to all billing situations throughout the life of the policy,reminding our customers that they may have forgotten a payment.

  In a situation where a policy is at the end of its guaranteed level ******, the billing reminder no longer applies. However, by not cancelling the policy on the exact end of term ****** date, you gain an additional 30 days of life insurance protection.

  Based on your request, we will immediately cancel this policy, waiving the ****** of extended coverage associated with the additional grace ******. We apologize if this created confusion and frustration for you, it was not our intention.    

   

   

  
  

  Customer response

  11/28/2023

  [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

  11/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been a customer of ********************** for almost thirty years. In that time, communications have generally been done in a very acceptable manner. Over the last few months, however, I receive marketing emails from them that are impossible to stop. Every one of their emails offers and "unsubscribe" link that has been configured wrong and each time I attempt to unsubscribe from their marketing list, the page says that my email address of ********************* has been unsubscribed and I continue to receive their mailings.They are in violation of Federal Law by not providing a valid, working link to unsubscribe from lists that I never agreed to being added to in the first place.

  

  Business response

  11/27/2023

  Re: Acknowledgment and Action on Your Email Opt-out Request

  Dear ******************,

  We appreciate your reaching out to bring to our attention to your issue concerning the email opt-out request. Please be assured that adhering to the CAN-SPAM Act is a priority for us, and we diligently work with our compliance team to ensure that all communications are in alignment with these standards.
  

  In response to your request, we have undertaken the following actions:

  
  1. Your email address has been removed from our marketing communications list. The confirmation of this action is attached herewith for your reference.

  
  2. We have conducted a thorough examination of the unsubscribe functionality and confirmed that it is operating accurately.

  
  3. We remain committed to promptly honoring opt-out requests and will continue to rigorously adhere to the CAN-SPAM requirements in all our future communications.

  
  Should you require any further assistance or clarification, please feel free to contact us at your convenience. We value your feedback and are here to ensure your experience with our communications is satisfactory. Thank you for your continued business. 
  

  Warm regards,

  *******************************, SBLI 

   

  Customer response

  11/27/2023

  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,

  Mark

   

   My original complaint specifically indicated that the unsubscribe option was NOT working properly as clicking the option in the emails resulted in being shown a screen saying that ********************* was successfully removed. Here is the *** that the SBLI emails contain for the unsubscribe process for your own viewing: ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

  Additionally, my complaint requested actual proof of the corrective action, NOT a statement saying that it was corrected. No such proof has been provided, only a claim that the process was "reviewed" and that it is working "properly."

  

  Business response

  11/28/2023

  Dear ******************,

  Thank you for following up. The unsubscribe link was tested and is functioning properly. I am unable to send you further marketing emails as proof as we have honored your request to opt-out. 

  I have attached a screenshot of my personal test as proof that the opt-out link is functioning as it should. 

  Please feel free to reach out if you have additional questions or concerns.

  Regards,

  *******************************, SBLI 

  Customer response

  11/28/2023

  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,

  Mark

   

  Screen shots are static and do not actually demonstrate the operation. This is part of why I pointedly stated that I wanted to actual proof of the issue being remedied.Your suggestion to add my email back to the marketing emails is completely unacceptable given that I never agreed to be on it in the first place.

   

  I do not, and will not, accept what you have offered as "proof" but do not have the time or interest to continue to try and debate the topic. For me, this will remain "unresolved" and any further contact attempts from any of the Centrian / SBLI / other companies under the umbrella will simply get marked as SPAM and ignored.

   

*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. ↩