ComplaintsforAmeritas Life Insurance Corp.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently had 6 dental vaneers placed on my top teeth. The dental office I used contacted Ameritas twice pre-approve the cost. Ameritas stated in both inquiries that the vaneers would be covered at 50% rate. After I had completed the dental process Ameritas declined to pay any amount and I was out the $4000.00 total.

  

  Business response

  07/11/2024

  July 11, 2024
  
  BETTER BUSINESS BUREAU
  11811 P STREET
  OMAHA, NE 68137
  
  
  
  
  
  RE:      Complaint Case ID#:  ********
              Complainant:               *** *******
  
  
  To Whom It May Concern:
  
  Receipt of your July 3, 2024, correspondence regarding the complaint filed by Joe *******, against Ameritas Life Insurance Corp. (“Ameritas”) is acknowledged.
  
  While we would very much like to respond directly with you regarding the issues addressed by our member, in the absence of an Authorization for Release of Protected Health Information, as required by HIPAA; we are unable to communicate with you regarding any plan information for *** *******.
  
  Enclosed is an authorization form for Mr. ******* to complete and mail or fax (###-###-####) to my attention. Upon receipt of the completed authorization, we will be more than glad to respond directly with you.
  
  We have reviewed the information that your office forwarded to our office, and we will respond to Mr. ******* directly.
  
  Sincerely,
  ***** *******
  Quality Management Section
  **************************
  P: ###-###-####
  F: ###-###-####

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased policy on May 15th - was never provided an insurance card. I have called daily since June 1st. In my screenshot it will show that I don't exist in the system. I have logged 32 phone calls and 16 emails. I need to pay $15K or I risk losing my teeth.

  

  Business response

  08/05/2024

  Please see attached. Thanks!

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I did not agree to anything I don’t know why I am being charged

  

  Business response

  06/24/2024

  Good Afternoon, 

  Due to HIPAA guidelines, we are unable to provide specifics in this forum. A representative from our Administration team has made several attempts to contact *** ******* by both phone and email. *** ******* is welcome to respond to the email or phone numbers provided. A letter detailing the specifics of the charge in question is being mailed out today, June 24th, 2024 to the address on file. 

• Initial Complaint

  04/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We failed to deposit a claim check on a timely basis. The check was charged back by our bank - Bank of America - in December 2023. In subsequent Email communications with Ameritas on 12/29/23 and 02/09/24 customer service representative stated that they would have the check reissued. To this date it has not been reissued.

  

  Business response

  04/25/2024

  April 25, 2024
  
  ****** ******** ****** ***** * ****** ****** ** ***** ***** ******* ***********
  
  
  
  
  ***      ********* **** ****  ********             ************               ****** *******
  
  
  To Whom It May Concern:
  
  Receipt of your April 15, 2024, correspondence regarding the complaint filed by our member, ****** *******, against Ameritas Life Insurance Corp. (“Ameritas”) is acknowledged.
  
  While we would very much like to respond directly with you regarding the issues addressed by our member, in the absence of an Authorization for Release of Protected Health Information, as required by HIPAA; we are unable to communicate with you regarding any plan information for ****** *******.
  
  Enclosed is an authorization form for Ms. ******* to complete and mail or fax ************** to my attention. Upon receipt of the completed authorization, we will be more than glad to respond directly with you.
  
  We have reviewed the information that your office forwarded to our office, and we will respond to Ms. ******* directly.
  
  ********** ***** ******* ******* ********** *******

  Customer response

  05/04/2024

  I want to keep the complaint open until the matter is resolved. The form sent by the company is being faxed to them today, within the 10 day response guidelines. However this company just delays, delays, delays. P,ease keep this complaint as “still in process “

  

  Business response

  05/16/2024

  May 16, 2024
  
  ****** ******** ****** ***** * ****** ****** ** ***** ***** ******* ***********
  
  
  
  
  ***      ********* **** ****  ********             ************               ****** *******
  
  
  To Whom It May Concern:
  
  Receipt of your May 6, 2024, correspondence regarding the response from our member, ****** ******** against Ameritas Life Insurance Corp. (“Ameritas”) is acknowledged.
  
  Upon receipt of your initial correspondence, we responded to the member on April 25, 2024.
  
  As a regulated insurance carrier, we must receive a completed Authorization for Release of Protected Health Information, as required by HIPAA. Since we have not received a completed authorization form, we are unable to release any plan information for our member, ****** ********
  
  ********** ***** ******* ******* ********** *******

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Transaction Date 04/25/23 ****** ****** ****** Mountain View - Phone 864-877-6477 Treatment Plan Total Amount is $5,200.00 for dental implant top denture My Portion - $2718.00 Ameritas Insurance -$2482.00 ****** ****** ************** Member ID **********

  

  Business response

  04/15/2024

  To Whom It May Concern: 

  Receipt of your April 11, 2024, correspondence regarding the formal complaint filed by **** *******, against Ameritas Life Insurance Corp. ("Ameritas") is acknowledged.  

  While we would very much like to respond directly with you regarding the issues addressed by our member, in the absence of an Authorization for Release of Protected Health Information, as required by HIPAA; we are unable to communicate with you regarding any plan information for **** ********

  We have reviewed the information that your office forwarded to our office, and we will respond to *** ******* directly.  

   

• Initial Complaint

  03/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Correctly charge people. Make the billing and benefits transparent. The explanation of benefits is one big false advertisement. The MAXIMUM I should have been billed according to the benefits I attached is $105. I had one tooth pulled and my total bill was $149. They only paid $8.50. I received a bill of $140.50 from my dentist. This is obviously deceptive practices and completely unethical. I demand all monies paid to them to be refunded and my account to be canceled.

  

  Business response

  04/11/2024

  Please see attached response. Thank you.

  
  RE: Complaint Case #: ********
  Consumer: ******* ****** ***
  
  To Whom It May Concern:
  
  Receipt of your March 29, 2024 correspondence regarding the formal complaint filed by our member, ******* ****** ****
  against Ameritas Life Insurance Corp. (“Ameritas”) is acknowledged.
  
  We are sorry to hear of ********* dissatisfaction with Ameritas. At Ameritas, we strive to provide excellent customer
  service to our customers.
  
  Due to HIPAA and other privacy regulations, we have tried to reach the member directly by phone. As the phone
  conversation was ended by the member without resolution, we have followed up with the member directly by email.
  
  Sincerely,
  
  
  
  ***** *****
  Manager, Group Customer Connections and Operations, Administration and Licensing
  
  

• Initial Complaint

  12/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  DEAR BBB IM REACHING OUT TO THE BBB TODAY BECAUSE IM HAVING PROBLEM ISSUES WITH & INSURANCE COMPANY THATS PROVIDE DENTAL INDIVIDUALS PLANS THATS U CAN USE AS & STAND ALONE DENTAL INSURANCE POLICY PLAN CONSUMER HAVING PROBLEM ISSUES WITH AMERITAS INSURANCE COMPANY REFUNDING HIM ON & OUT OF NETWORK PROVIDER HE SEEN THATS WAS NOT COVERAGE BY HIS AMERITAS DENTAL POLICY PLAN COVERAGE CONSUMER CAN INCLUDE THE EMAIL ATTACH HE SENT DENTAL CLAIM PAYMENT TOO ****************** consumer dental plan policy customer sent all the attachment claims forms & documents to the email address he include in the written statement the ameritas dental plan policy customer pay monthy premium to use the dental insurance policy plan in his dental insurance policy network coverage map the ameritas dental plan policy holder went to & dental provider called ***** ****** they was out of my dental plan network so the ameritas dental policy plan holder had to paid 29 dollars to see the medical dentist provider at aspen dental location ameritas dental insurance company refuse to honor the dental plan policy holder & active claim reimbursement claim check payment issues to the ameritas dental policy holder because he had to pay out of network coverage on his own behalf

  

  Business response

  12/27/2023

  Attached is our response, dated 12/27/23.

   Complaint Case ID #: ******** Complainant: ******* ******** To Whom It May Concern: Receipt of your December 27, 2023, correspondence regarding the complaint filed by our member, ******* ********, against Ameritas Life Insurance Corp. (“Ameritas”) is acknowledged. While we would very much like to respond directly with you regarding the issues addressed by our member, in the absence of an Authorization for Release of Protected Health Information, as required by HIPAA; we are unable to communicate with you regarding any plan information for ******* ********. Enclosed is an authorization form for *** ******** to complete and mail or fax (************) to my attention. Upon receipt of the completed authorization, we will be more than glad to respond directly with you. We have reviewed the information that your office forwarded to our office, and we will respond to *** ******* directly. Sincerely, ***** ********

  Customer response

  01/05/2024

  ameritas plan member reject business response because ameritas dental claim department faliure to honor dental claim payment 

• Initial Complaint

  12/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have dental insurance through Meritain Health and Dental network is Ameritas. My premiums are 255.02 every three months. On 1-6-23 my check cleared for Dec-22, Jan& Feb23. On 4-14-23 my check cleared for March, April &May 2023. Because I got another bill saying I had not paid, I sent another check & it cleared 5-2-23. I was later told they would apply that money to my June, July & August premium. They did not apply the money to my account. On Sept 1, 2023, I sent a check for Sept, Oct & Nov which they applied towards June, July & August. So those three months were paid twice. I received another bill for Dec-23 Jan & Feb 24 that check cleared 12-18-23. They also charged my credit card. In August I had a dental appointment and when ******* Dental billed my insurance company they never paid. I have called 48 times, faxed and emailed proof of all my payments. I get transferred from one department to another and have been disconnected numerous times.

  Customer response

  01/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I appreciate that you are forwarding my complaint. For now I'm satisfied, but I would like a response from the company. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  10/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened a $50,000 life insurance policy on June 29, 1984 that is set to mature on June 29, 2039. I have been paying my monthly premium of $25 each month since the opening of my account. On June 29, 2023 I received my statement in the mail stating that as of June 28, 2022 I have a policy cash value of $1723.21 plus a death benefit of $50,000. On September 29, 2029 I received a letter in the mail from Ameritas stating that my funds are insufficent for this policy and if I don't pay $647.45 Dec 9, 2023 that my policy will be cancelled. I have received no notification that there was insufficient funds prior. As stated above, I have paid my only time payments of $25 since 1984. I called the facility and they said that the $647.45 will be due potentially every 3 months. My policy number is *********  I am requesting that they honor the original agreement of $25.00 per month and that I am not subject to "increases" as this is unfair to myself whom has honored our agreement since 1984. My expectation is that they honor my policy and don't put their business expenses on me, the consumer. I seems that since I am 69 and close to my potential date of using this policy, they are expecting me to reimburse them for the policy that I paid to ensure my protection for me and my family. I have paid over $11,000 dollar to this facility to maintain my policy without ever being subjected to this "interest" and lack of funds. I am on social security and on a limited budget and it is unfair practices to expect someone to come up with additional funds like this on a regular basis at my age.

  

  Business response

  10/19/2023

  Please find the attached response and supporting documentation.

  Should you have any questions or need anything further please do not hesitate to contact me.

  Respectfully,

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

  

  Business response

  10/20/2023

  Dear Sir or Madam:   

   

  Ameritas Life Insurance Corp. (“Ameritas”) (**** * ****** has received the complaint dated October 11, 2023. We have carefully reviewed our records in response to this complaint. The complainant, ******* ****** is the owner and insured of an Ameritas individual universal life insurance policy.   The policy involved in this complaint is an individual universal life insurance policy number ********. Policy ******** was originally issued by the Union Central Life Insurance Company. Effective July 1, 2014, Union Central merged into parent company, Ameritas Life Insurance Corp. (“Ameritas”). This merger resulted in no changes to the terms, conditions, and provisions of the policy. For convenience, “Ameritas” will be used throughout this letter to refer to the insurer, even when actions were taken before the aforementioned merger.  How the UL Policy Works:  Universal life insurance policies (“UL policies”), like the one owned by *** ******, are very flexible in terms of the amount and timing of premiums to be paid. This flexibility, however, puts more responsibility on the policyholder to pay attention to the policy and make sure that it is being funded adequately. A UL policy creates a cash value account for premiums paid into the policy. Each month the cash value of the policy builds interest at rates that can vary according to the terms of the contract but subject to a guaranteed minimum rate. The guaranteed minimum interest rate for this policy is 4.50% annually.   Of course, a life insurance policy is not a bank account. The cash value of a UL policy is not guaranteed to keep up with the amount of premiums being paid – or even to increase at all – because these are costs associated with providing the life insurance benefit.  Each month a cost of insurance (“COI”) charge is deducted from the cash value of the policy in accordance with the terms of the contract. The guaranteed maximum COI charges per $1,000 of insurance are shown in the table called “Maximum Monthly Cost of Insurance” included in the Policy Schedule. A policyholder can see from the Table (or from the Annual Reports sent each year) that monthly COI charges tend to increase each year as the insured grows older, and thus riskier from a life insurance perspective. These COI increases over time are a typical feature of UL policies and are in accordance with the terms of the Policy Schedule.   When the premium payments plus accumulated interest for a UL policy are greater than the COI deductions and other charges, the cash value of the policy can start to grow. On the other hand, if the premiums plus accumulated interest are less than the monthly COI deductions and other charges, the cash value will decrease. If the net cash value drops below the monthly deductions for the next policy month, the policy enters a “grace period” of 62 days. Once a policy enters a grace period, the owner is  Page 2 of 3  notified, and payment is requested for enough premium to get the policy out of grace. If the payment is not made within the grace period, the policy will lapse and no longer provide a life insurance benefit.   UL policies do not necessarily last forever simply because planned premiums are being paid on time. A policyholder has the freedom to determine what those planned premiums will be, but the policy will lose value and could eventually lapse if the premiums and interest do not keep up with the monthly COI deductions and other charges.  Background of this Policy:  Policy number ******** was issued effective June 29, 1984,  in the state of Kansas in response to an application signed by *** ****** June 21, 1984. That application requested a Universal Life policy on his life with a $50,000.00 specified amount of insurance. It set initial planned premiums at $25.00 monthly. Although *** ****** has generally paid those original premiums as planned, we have found no evidence to suggest that those premiums were ever guaranteed to keep the policy in force forever.   Ameritas sends an Annual Report to the owner each year after the policy anniversary (June 29th, in this case). The Annual Reports summarize important information about the policy, including all of the payments, interest credits, and charges each month during the preceding policy year. They also show the current cash value, death benefit, and planned premiums, and provide some answers to basic questions about the policy. These Annual Reports have consistently described the type of policy as “Universal Life” in bold font at the top of the first page.    Copies of the last 3 Annual Reports for this policy are attached Some of the important information from the last 3 Annual Reports is summarized in the table below:  ----- Policy Number ******** (******* ****** insured) Annual Report Date: Gross Premium: COI Charges:  Interest Credited: Ending Cash Value: 6-29-2021 $300.00 $1,253.26 $136.60 $2,747.30 6-29-2022 $300.00 $1,408.02 $95.93 $1,723.21 6-29-2023 $300.00 $1,588.08 $45.93 $469.06  As you can see from the table above or the Annual Reports, the COI charges have been increasing each year as the insured grows older. However, comparison of the actual COI charges deducted to the guaranteed maximum COI rates shown in the Policy Schedule for the applicable policy year shows that Ameritas has consistently charged less than the maximum COI rate each year. In addition, while there have been generally low interest rates over recent years, the rate credited to this policy never fell below the guaranteed minimum of 4.5% annually. The premium history for the last 3 years is also shown on the annual reports.   While we sympathize with *** ******’s concerns about the increasing costs for this UL policy, we have not found any documentation to suggest that this policy was guaranteed to stay in force forever with the original planned premiums. The policy type and all policy costs are properly disclosed in the policy pages and were further disclosed in the Annual Reports sent to his address each year. As a result, Ameritas has provided his with the benefit of life insurance coverage for over 39 years. Considering this evidence, we see no basis at this time to depart from the terms of the contract.  We hope this information will be helpful in your investigation of this matter. If you have any questions or need anything further, please do not hesitate to contact me.   

   

  Respectfully,  *** ****** ********

• Initial Complaint

  10/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a Notice of Plan Termination for my 401k. Ameritas letter states that they would transfer the assets to Millennium Trust Company within 30 days from receipt of letter. The letter was dated on July 10, 2023. However, the assets have not been transferred.

  

  Business response

  10/12/2023

  Ameritas did send a letter that stated assets would be moved to Millennium Trust Company.  This money is part of what is considered an abandoned plan.  This means that that employer sponsoring this plan has become non-responsive and we are working to terminate the plan.  While we try to provide dates, sometimes, dates may be pushed out due to various reasons.  However, *** ****** completed a distribution form and submitted on 9/18/2023. Given this, we held up the transfer and worked to complete the distribution.  Since this was an abandoned plan, the third party administrator (TPA) did not sign the form.  Unfortunately, this pushed out the distribution process timeframes. However, the distribution is in process and the money should be transferred within the next few days.

  Customer response

  10/12/2023

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

*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. ↩