ComplaintsforLincoln Benefit Life

• Initial Complaint

  05/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been paying into a life insurance policy for around 20 years. I have the payment automatically set up. One day a strange charge came though. They say it wasn't from them and to block any further transactions from Lincoln because they have a new new and I'll be charged from them. I gave them my credit card info for the 1st payment and to set up an automatic payment. A month or so later I didn't see acharge come thru and they sent me check for what I already paid. They said my insurance policy has been canceled because I did not pay. I explained to them what happened and they said they don't do autopay on a credit card. I gave them my bank info. They have not charged me and they are telling me I have to apply again for a policy. I gave them all the info to charge me and because they messed up they won't continue my policy. I would like my policy to be reinstated.

  Business response

  05/28/2024

  Please see our response letter attached. 

• Initial Complaint

  04/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am the Trustee of my deceased mother's estate. I filed a death benefit claim with Lincoln Benefit Life. Each time I've followed up on my claim, the phone representative is unable to assist. I'm put on hold for them to review notes and paperwork, and each time I'm told that someone in Claims will need to get back to me - within 24-48 hours, but the call never comes. Their "policy" does not allow for customers to speak directly with the claims department or any supervisors, while the phone representative is powerless to help or provide any updates. I've been given conflicting information each time I call. In my most recent call, the representative suggested I consider taking legal action if I want a swift remedy to my concerns. This company is practicing deceptive customer service tactics and is evasive in dealing with clients.

  Business response

  04/25/2024

  We received this new complaint regarding complainant ****** ******* She states her complaint is related to her mother's contract, however she did not provide her mother's name or the contract number. We sent an email directly to ****** at her email address provided requesting those additional details. Please note this email was sent to her this morning. Can you also reach out to *** ****** to request the additional information so we may locate her mother's contract? Thank you! 

  Customer response

  05/28/2024

  I understand my complaint has been closed, but in the most recent correspondence from BBB, it indicated that I was dissatisfied with the resolution, and I didn't respond in that manner. The resolution was adequate. It is okay to close my claim, but I wanted that clarified. Thank you.

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

• Initial Complaint

  04/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I have had a policy with Lincoln Life since 1993, never missed a pymt. Last Aug, I recv'd a notice asking for $xxx around 8/28 and by 8/30 they had the check. Then an unfortunate situation happened where I had to leave my residence due to water damage in Dec 2023. My apartment mgr set me up in a temporary unit until a more permanent one became available. I submitted a change of address at that time, January, then more a few wks later my permanent unit was available and so they moved me and we submitted a second address change with the post office. This address change took months to complete, they were holding my mail and they kept trying to "push it through the system' they said. They said they were having many problems with their new system. We have all the documentation that the address changes were not going through. I was not getting my mail. In February, a notice came through for Lincoln stating they had a New Address for me but it was my temporary unit I stayed at in January. We thought we were slowly getting our mail - then in March I received another notice still with the temp address on it but stating I was in a grace period, we called right away, w/my granddaughter who helps, on 3/25 we spoke with *****, he said he would change the address and mail out a reinstatement notice which will have a dollar amount of what we need to pay. We asked if it could be done electronically, to be emailed to us and he said no. We anxiously waited. Nothing. On 4/2, we called again and spoke w/ ********, she said the address wasn't change yet and the forms weren't sent out. She could see that we did speak to ***** but she would make the changes and send out the forms again to us. Nothing. On 4/11, we called again and spoke to Aeysha, she said the form was mailed on 4/9. So it's already been almost 2 weeks just to get the forms we need. On 4/12, we finally got the forms!!!! BUT the envelope was missing the whole reinstatement/application that we were waiting for weeks! I called immediately, and spoke with ******* *****, super helpful!, she couldn't believe the reinstatement wasn't in the envelope and she apologized. She EMAILED it to us. When we asked ***** on 3/27 if he could send it electroncially he said no. We filled it out and faxed it back to her with in the hour. The kicker is the policy canceled on 4/10 - how convenient. This could have been streamlined so much easier - we could have taken care of it all on 3/27 and never been cancelled. This is a very important policy and we feel like it should be reinstated with us paying whatever they are asking for but I shouldn't have to reapply and worry about losing the policy when I did nothing wrong.

  Business response

  04/30/2024

  Good afternoon, 

  We are writing in receipt of this complaint we received via mail today in our office. Attached you will see we emailed the complainant requesting additional information such as her policy number or birthdate to locate an account for her. Can you please assist us in obtaining these additional details for us to locate a potential policy for this individual and further research this complaint? Thank you! 

  Customer response

  05/02/2024

  Hello

  i I received an email from ****** on Tuesday asking for my policy number and my date of birth upon which I gave her  - thank you 

  This is her contact information:

  ****** ******
  Operations Compliance Analyst
  Ph: ###-###-####
  Fax: ###-###-####
  

  Business response

  05/21/2024

  Lincoln Benefit Life Company
  PO Box 4323
  Clinton, IA 52733-4323
  Phone: ###-###-#### Fax: ###-###-####
  Visit us at: ****************
  
  May 7, 2024
  
  Upload: ****************
  
  BBB Midwest Plains
  Attn: Dispute Resolutions
  11811 P Street
  Omaha, NE 68137
  
  RE: Complainant: **** *******
  ID: ********
  
  Dear Sirs:
  
  This letter will serve to inform you that keeping policy owner information secure and private is one of
  our top priorities. In compliance with state and federal privacy laws, we are required to restrict access
  to policy information to the policy owner. We are allowed to disclose information only as authorized in
  writing by the policy owner or as otherwise permitted by law. Because we have not received written
  authorization from the policy owner, we apologize but we cannot provide you any information on said
  policy.
  
  We will respond directly to the policy owner and provide a detailed explanation addressing all concerns.
  Additionally, we will provide the contact information to our Customer Service Department to assist with
  any additional questions that may arise.
  
  Sincerely,
  
  Client Services

   

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  During the months of February and March 2024, I tried to contact Lincoln Benefit Life several times by phone. Each time, regardless of what time the call is made, they state there is high call volume and long waits. Thereafter, more than 30 minute waits still do not result in speaking with an agent. LBL is clearly and purposely causing these long waits to avoid paying out on policies and other issues that they should be taking responsibility for. IT IS IMPOSSIBLE TO CONTACT THEM BY PHONE AND THERE IS NO RECOURSE THAT I CAN FIND.

  Business response

  03/26/2024

  Please see our response letter attached. 

  This letter will serve to inform you that keeping policy owner information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to policy information to the policy owner. We are allowed to disclose information only as authorized in writing by the policy owner or as otherwise permitted by law. Because we have not received written authorization from the policy owner, we apologize but we cannot provide you any information on said policy. We will respond directly to the policy owner and provide a detailed explanation addressing all concerns. Additionally, we will provide the contact information to our Customer Service Department to assist with any additional questions that may arise.
  

• Initial Complaint

  02/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been calling for over 2 weeks to get my password updated. You don't allow me to update it on line. WHY? And, NO ONE ANSWERS YOUR PHONE! WHY? I want someone to call / text / email me to get resolved soon. See my attached Word/Doc

  Business response

  03/20/2024

  Please see our response letter attached. This letter will serve to inform you that keeping policy owner information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to policy information to the policy owner. We are allowed to disclose information only as authorized in writing by the policy owner or as otherwise permitted by law. Because we have not received written authorization from the policy owner, we apologize but we cannot provide you any information on said policy.
  We have responded directly to the policy owner and provided a detailed explanation addressing all concerns. Additionally, we provided contact information to our Customer Service Department to assist with any additional questions that may arise.
  Sincerely,
  Client

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Lincoln Benefit Life has done direct life insurance premium withdrawal from my saving accounts for the last ~10 years. It worked perfectly. Though, starting Nov 2023, Lincoln Benefit Life (being bought by ******** recently) has problem to get money from my saving account. They sent me letter to inform me that in Nov 2023. I called them and was told that their system has problem. Per their request, I gave them my checking account number and bank routing number. The agent told me that he would manually enter into the system to get the premium payment. On Dec 2024, I received another letter as same problem happened. Their system failed to withdraw the premium from my account. Also, as I checked, they didn't get premium for November either. I called them and the agent said she would enter info to charge my checking account. Now, it's Jan 2024, they sent me letter saying the grace period for premium payment has expired. It's a non-sense as they could check their records for my call and it's the fault in their system.

  Customer response

  01/22/2024

  Yes, I do hear from the company. They have taken action. Hope it all works out.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ******** and apparently Lincoln Benefit Life were sold to a new company - ********. I have had life insurance with Lincoln Benefit Life for several years and NEVER missed a payment. Apparently my premium was due in August - I never received a bill or lapse of coverage notice - never!!! No way I would let my life insurance lapse. On October 18th - i received a notice that my coverage had lapsed - with no notice or letter prior to the policy lapsing. I immediately sent a payment to them and called them. I was on hold forever - finally **** came on the line and said they were too busy to take calls and that someone would call me back - no one called back. Called back on 10/20 - got disconnected three times. Called back today and they did confirm that the company was sold - was able to get hold of an agent and have now been on hold for 30 minutes trying to get to the escalation department. This is a nightmare - I have been a good customer for years and now out of nowhere - no billing statements, no notice of lapse and can't get through to anyone to get help!!!

  Business response

  11/08/2023

  Attached is our response letter. 

   

  Business response

  11/15/2023

  Please see our response letter attached. 

  This letter will serve to inform you that keeping policy owner information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to policy information to the policy owner. We are allowed to disclose information only as authorized in writing by the policy owner or as otherwise permitted by law. Because we have not received written authorization from the policy owner, we apologize but we cannot provide you any information on said policy. We have responded directly to the policy owner and provided a detailed explanation addressing all concerns. Additionally, we provided contact information to our Customer Service Department to assist with any additional questions that may arise

• Initial Complaint

  05/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been paying an agreed upon price for the last ** years or so and recently I received some kind of statement stating that they have increased the cost of the insurance provided so they have been taking the money in my account to make up the difference. I never agreed to this or accepted the increase. I do not feel its fair or appropriate to just take my money without my persmission. I talked to someone at the number they provided and was offered $******* (subject to change). Canceling my ** year investment and the $****** annual loss. P.S I received a letter after talking to them, stating I should contact somebody else. I WOULD LIKE A RETURN OF THE FUNDS TAKEN WITHOUT MY PERMISSION, AND A RETURN TO AGREED UPON PRICE OR OPPORTUNITY TO CANCEL.

  Business response

  06/12/2023

  Mr. ******, 

  We received your written request through the Better Business Bureau and I would be happy to assist you. Can you please provide us with your policy number and/or birthdate so we may locate your account with us? Thank you! 

   

  Ashley ****** 

  Customer response

  06/20/2023

  Policy # ********* - I don't understand what do you want me to agree to?   Accept what response?  I dont see anything I would consider a response.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started sending paperwork to Lincoln benefit life in August 2022. I communicated with Rodelio **** **** from August 2022 till end of February 2023. I was getting no where with him so I asked for his supervisor’s name which was Valerie ** ******. I started making calls to her on 3/14/23 pertaining to getting my Mom’s refund for her long term benefits. I left countless messages with no reply. I called her 3/14, 3/24, 3/27, 3/\30, 3/31, 4/6, 4/21, 4/24, 5/2 and today 5/18/23. My Mom has paid well over $******* to them for over ** years. She had to go into an assisted living for 6 months last year. We know she is only due a refund for 3 months of that time.I am doing this for my Mom ** *** ** ** ***** ***. I am very frustrated and want to get this resolved for my Mother. Every year her bill is going up for her long term benefits with Lincoln. Please help me resolve this matter for my Mom. I have filled in and supplied all paperwork they requested.

  Business response

  06/12/2023

  Ms. *****,
  
  We are deeply sorry that the claim process has not gone as quickly as you have hope and we understand your frustration. During the course of the claim, we did encounter multiple problems obtaining requested documents from the provider which have contributed to delays in determining facility approval, medical eligibility and elimination period completion. Upon our review of the documentation, we did receive from the facility, it was determined that the facility was not licensed as a Nursing Care Facility but as an Assisted Living Facility.  This information extended our review as the Policy does not define what an Assisted Living Facility is. However, it was determined as long as the insured was receiving nursing level care within the facility, we would issue benefits. We do apologize that the facility review did take longer than we had anticipated and have added the requisite interest to the benefit payment that was issued. We hope this resolves the issue and closes the claim since the insured is no longer receiving care.

   

  Ashley ******

   

*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. ↩