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:04/08/2025

  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 started getting auto billed to my bank account last 3 months for ****** per month. I have not now nor ever heard of this company. I have never requested a policy or signed up for anything from them. I tried to contact the company but the lady insisted she could not help me without a policy number which I have none. My bank says I have to contact them 1st.

  

  Business Response

  Date: 04/09/2025

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

  Im sorry for the frustration youve experienced. To begin the process of looking into this, could you please confirm that the billing is coming from SBLI (Savings Bank Life Insurance Company of Massachusetts)? Additionally, would you be able to attach a copy of the bill, statement, or any other relevant details so we can further investigate this for you?
  

  Thank you, and well be sure to resolve this as quickly as possible.
  

  Best regards,

  The SBLI Team

• Initial Complaint

  Date:03/17/2025

  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.

  My insurance agent signed me up for a one month term life policy with SBLI. My 15 year term life insurance policy expired and he was just extending it one month. I contacted them by phone to cancel it filled out the paperwork online called them on the phone two to three times and they said it was all taken care of. Now they continue to send me bills every month even after I cancelled. I want them to stop contacting me and to stop sending me bills for a product that I dont owe money for. It has become harassment, they send me texts and bills. I even have a letter from them saying the policy was canceled and I dont need to do anything else yet. They continue to send me unwarranted bills.

  Customer Answer

  Date: 03/28/2025

  It looks like they have stopped contacting us. Thanks so much for your help. I do believe they were not upfront in their business practices and greatly appreciate your help. 

  

  Business Response

  Date: 04/01/2025

  Thank you for reaching out and bringing this to our attention. I sincerely apologize for the inconvenience and frustration youve experienced.
  

  Im glad to hear that you were able to speak with our customer service manager regarding your concerns, and that everything has been addressed. Additionally, no further communication will be sent from us regarding this matter.
  

  You will be receiving a check for the refund related to the premium increase, and that is being processed today.
  

  We truly appreciate your patience as we worked through this, and again, we apologize for the inconvenience.
  

  Best regards,
  SBLI Team
  
  

  Customer Answer

  Date: 04/02/2025

  [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,
  
  *** Vermilion

• Initial Complaint

  Date:02/14/2025

  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.

  *see attachment

  

  Business Response

  Date: 02/19/2025

  Im unable to access the attachment you provided. Could you kindly re-share it and include any additional details that may help me better understand the issue? Id be happy to look into it as soon as possible.
  Looking forward to your response.

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

• Initial Complaint

  Date:09/19/2024

  Type:Product 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 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

  Date: 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 Answer

  Date: 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

  Date:07/17/2024

  Type:Product 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 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 Answer

  Date: 07/28/2024

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

  

  Business Response

  Date: 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 Answer

  Date: 08/05/2024

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

• Initial Complaint

  Date:06/25/2024

  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.

  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

  Date: 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

  Date:03/20/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:02/28/2024

  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.

  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

  Date: 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

  Date:02/22/2024

  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.

  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

  Date: 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

  Date:02/15/2024

  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.

  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

  Date: 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 Answer

  Date: 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,
  
  ***********************