ComplaintsforColumbian Mutual Life Insurance Company

• Initial Complaint

  04/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The issue is they are charging me for payments that I have already paid. Also, they have been charging for individual payments instead of group payments. These monthly payments should come to the total of $35.96, but they have been ranging from $174 -$182/ month. I have been trying to resolve this issue for seven months. I have sent all of my money order stubs to their office to no avail. I can provide a copy of the stubs upon request.

  Business response

  04/24/2023

  This complaint is NOT a complaint against ***** ********* **** ********* ******* or any of its affiliated companies. After reaching out to the consumer, it was determined that the policies were issued by Columbian Mutual Life Insurance Company. Because I have a contact at Columbian Mutual, I provided the information to them regarding Ms. ********** complaint. The following information was provided to me from Columbian Mutual: I called the PO on April 17, 2023 and discussed her concerns. At the time of the call, the policies were paid behind.  During the call, I requested that they submit proof of payment for further research.  Our Service team went through based on the money orders and found the October, November, December, and March 2023 payment were in the suspense account. They applied the funds at the policy level of the four policies and all show paid to March 2023. I called the PO back on 03/19/2023 and let her know the payments were corrected. She asked about the group bill. I explained that now that all the payments were paid to the same date her bill will reflect the premium of $35.96. She is going to mail in her payment for April today. She said she was waiting for us to clear up her account. She asked I send her a accounting showing the premium payments applied since she had issues getting this resolved. I offered to e-mail her a premium audit for the four policies. She thanked me for getting this resolved.  A copy of the letters for the consumer containing a premium history for each policy are also attached. Please correct your records to show this complaint was again Columbian Mutual and NOT ***** ********* *****

  Business response

  04/24/2023

  My contact that provided this information is the person that deals with complaints on a closed block of ***** ********* **** policies that are handled by the same third party administrator. I'm not sure if that contact is the same person that handles complaints for Columbian Mutual or not. My response could have been this complaint is not against ***** ********* ***** but I followed it through to help the consumer. You can contact Columbian Mutual directly to see where complaints against there company should be sent.  

  Business response

  04/26/2023

  Dear Sir/Madam, Your inquiry dated April 25, 2023, regarding the above referenced policy has been referred to me for a response.  Please note that we submitted a response to the Ohio Better Business Bureau on April 24, 2023 for this matter. These are all Whole Life Insurance polices issued in the State of Maryland by ***** ****** **** ********* *******.  Policy ********** and policy ******** were both issued effective August 5, 1992 for a death benefit of $2,000.00 each.  Policy ********* was issued effective March 5, 1998 for a death benefit of $3,000.00.  Policy ********* was issued effective November 1, 1985 for a death benefit of $5,000.00.  ***** **** ****** **** ********* ******* merged with Columbian Mutual Life Insurance Company in 2011. We contacted ***** ******** on April 17, 2023 to discuss her concerns with the policies noted above.  We asked that she submit the money order receipts to review and we received the fax later that day.  Based on the copies of the money orders we received, we determined the October 2022 though February 2023 payments submitted were in the suspense account for each policy.  Premium payments were applied, which paid each policy to March 2023. We again contacted ***** ******** on April 19, 2023 to advise her of our findings and explained that since the policies were all paid to the same paid to date, her bill will reflect the premium due of $35.96, which represents the monthly group bill amount for these policies.  Mrs. ******** indicated during the call she will mail in the premium due for March and April after the call.  She also requested we send her a premium audit for each policy which we have emailed to her attention, and we have enclosed with our response. I hope this information is helpful, however, should the Department or ***** ******** have any other questions concerning this matter, please feel free to contact me at ************ ********* *****Sincerely,Chistos D***** **** ****Administration Compliance and Quality Specialist 

  Customer response

  04/28/2023

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

• Initial Complaint

  01/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My mother paid premiums on a life insurance policy with Columbian Mutual Life Insurance Company for years. She passed away in October of 2022. I am listed as the beneficiary. I received paperwork to fill out and return with a canceled check to my account. I received a letter from the company that they put the money into my account on December 7, 2022. I did not receive the money. After numerous calls I found out that not only did the funds go to another bank that someone created checks with my account number and started taking money from my account. I had to change my account due to this and still have not received the life insurance funds. I call everyday and get no where. Someone in their instituting not only sent the funds to a known employee account they also tried to take funds from my checking account. The voided check I sent to Columbian is the only check I had used in over a month. I just don’t use them. I found out the check that was used to take money from my account was also the bank that the life insurance was sent to. They know all this and still refuse to send me the life insurance that I am entitled to.

  Business response

  01/17/2023

  Dear Sir/ Madam: This letter is in response to your inquiry dated January 3, 2023, regarding the above referenced insured. According to our records, policy ********* is a $2,000 Ordinary Life policy, issued on March 7, 1973 in the state of New York. On October 28, 2022, our servicing center received notification of the passing of ****** *******. As requested, claim forms were mailed to the beneficiary ****** **** on November 1, 2022. Ms. **** returned the claim requirements, which were received at our servicing center on December 2, 2022. Payment in the amount of $2,936.59 was sent via direct deposit on December 7, 2022, copy which is enclosed. After review of the direct deposit payment it was discovered that an incorrect account number was used; therefore, Ms. **** had not received her claim payment. A representative of our servicing center reached out to Ms. **** on January 5, 2023, and at the request of Ms. **** a new payment, including additional interest, was mailed in the amount $2,937.79. We sincerely apologize for the frustration Ms. **** experienced while dealing with the loss of a loved one. We hope this information is helpful in understanding our position; however, should you have any additional questions, please feel free to contact me at ************** extension **** or via email at ************************** Sincerely, Leslie B*****, ALHC Director, Claims and Preneed 

  Customer response

  01/17/2023

  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.   Regards,  ****** ****

• Initial Complaint

  12/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On August of this year I contacted Columbian Life Insurance Claims department to inform them of my sister's death. I was told if she was married, her husband would be the beneficiary. I informed the claims examiner that my sister was divorced prior to her death. I was told by a Olga G******** the claims examiner that I *** ******* was the contingent. The examiner records showed My sister ******** ********* who husband is named as ***** ********** Ok. I informed the examiner that their names have been changed many years ago, because they have since changed their religion. Their names have been changed to ******** ***** and ***** *****. I was told to send a copy of ********** death certificate and a copy of their divorce decree. I retrieved a copy of the requested documents and forwarded it to the claims dept. The document was received, however. they never questioned ******** ***** death certificate. they only denied the divorce because they wanted a copy of the divorce decree showing the names of ******** ********* and ***** *********. Something that does not exist. For that reason the claims was denied for me *** ******* to be the secondary beneficiary. I took the liberty of doing a Google search of my sister's name ******** ********* and was able to see the legal alias of both ***** ********* aka ***** *****. I think they may have tried to research ***** but the name was too broad because I do remember another examiner asked me what was his middle initial. I feel they were being very closed minded to denied my claim as a secondary. The amount is only $1600. This policy was purchase over 40 years ago by my mother.

  Business response

  12/13/2022

  This letter is in response to your inquiry dated December 2, 2022, which was received in our office this same day, regarding the above referenced insured. According to our records, policy ********** is a $250 Whole Life policy issued on August 9, 1961, policy ********** is a $500 Whole Life policy issued on July 1, 1967, and policy ********** is a $250 Whole Life policy issued on August 1, 1967. All were issued in the state of New York. On December 21, 1988, our office received a beneficiary change from ******** ********* changing her primary beneficiary to ***** ********** husband, and her contingent beneficiary to *** *******, sister. Our office has no record of any beneficiary changes taking place after the change made in 1988. Premiums were paid on Ms. *********** policies from the date of issue until January 2009. At the end of the grace period for the premiums due in January 2009, the policies were placed into their nonforfeiture option of Extended Term Insurance. The policies remained in Extended Term Insurance until the passing of Ms. ********* with a benefit of: **********: $522.04, **********: $746.96 and **********: $373.41. On August 9, 2022, *** ******* notified our office that ******** ********* had passed away on December 30, 2020. During that conversation on August 9 2022, Ms. ******* advised our office that Ms. ********* was divorced from ***** *********, the primary beneficiary. In light of this information our office requested a copy of Ms. *********** divorce decree. On October 7, 2022, our office received a copy of Ms. *********** Death Certificate, divorce decree, which did not include a property settlement agreement, and a Beneficiary Statement completed by Ann *******. Upon review of Ms. *********** death certificate and divorce decree we learned that Ms. ********* was divorced in the state of Delaware and was a resident of the state of Delaware at the time of her death. Delaware does not have a statute revoking a former spouse as beneficiary; therefore, the policy proceeds remain payable to the primary beneficiary, ***** *********. Should Ms. ******* have a copy of the property settlement agreement showing ***** ********* was to be removed as the beneficiary from the above referenced policies, we ask that Ms. ******* submit a copy for our review. 

• Initial Complaint

  11/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been trying for Months to rectify a billing issue. There is so many different customer service number. I was told to email my proof which is attached. I am not getting any answers only a bill that keeps getting higher. When a return call comes through it is coming from a private number, so therefore I am unsure if I am talking to a legit person. I ask to speak with the person that is on the bottom of my letter and no one seems to know who he is. This is beyond frustrating as I have been going back and forth since June on this matter. They tell me I have not paid since August, but when I provide them with proof of payments and the checks have been cashed, I am being sent another letter with an higher amount. When I spoke to someone name Nia she told me to just fax over my bank account number and they will cancel the policy. When I asked about the documents that needed to be filled out to cash out the policy, she stated they were done, when in fact I knew they were not. Three days later the documents came in the mail, but yet the account is still not correct. 

  Business response

  12/01/2022

  Dear Sir or Madame: Your follow-up inquiry dated December 5, 2022, addressed to Michael F****** regarding the above referenced policy has been referred to me for a response.   We received an email response from Darlene H*****r on November 28, 2022 indicating that she was not able to open the file.  Ms. H****** requested we send the documents as a PDF or Google Drive but unfortunately, we must send our email correspondence as an encrypted e-mail for privacy purposes. We contacted Mr. ********* by phone on December 8, 2022 and spoke with Mr. *********** wife with his permission.  We reviewed both policies and explained how the premiums were applied for each policy.  Policy ********* is currently paid to December 5, 2022 and Policy ********* is paid to January 1, 2023.  Mrs. ********* voiced her understanding once we advised what the paid to dates were and were able to identify all premiums that were submitted.  We have enclosed the letter we sent to Mr. ********* as a confirmation of our conversation on December 8, 2022. The group bill amount for both of these policies is $37.55; however, the premium that is being submitted is $47.60.  This has resulted in policy ********* having an excess premium amount of $10.05 in suspense.  A credit will appear on the next bill for policy *********.  I hope this information is helpful; however, should the Better Business Bureau or ****** ********* have any other questions concerning this matter, please feel free to contact me at ************* ********* ***** Sincerely, Christos D*****  Christos D***** , ACS, ALMI Administration Compliance and Quality Specialist 

  Business response

  12/12/2022

  Please see our response attached.

  Customer response

  12/19/2022

  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.   Regards,  ****** ********* 

• Initial Complaint

  11/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have had Life Insurance with this company for over 30 years. When my wife died 5 years ago my daughter realized that there was a death benefit on the account. My daughter ****** ****** is my POA. She didn’t know this until February 2022. She has called numerous times requesting a claim form for me They do show her name listed on the policy. She had to talk to at least 20 people since February 2022 including supervisors whom have promised to mail a claim form to me. It became so frustrating my daughter stopped calling. A attorney friend of mine sent them a email nearly 2 months ago with no response. My daughter also sent a email a couple of weeks ago with no response. I can’t let it go because it is owed to me. I am 94 years old and willing to seek a attorney. They even have my birthday wrong on the policy, They transitioned in January and I have had nothing but problems with them. I make a six month payment they kept sending monthly statements had to email them a copy of the check they cashed. That’s when my daughter read the policy and realized that I had a death benefit for my wife, my daughter ****** ****** and my son ***** ***** that was paid out years ago for his death.

  Business response

  11/16/2022

  Dear Sir or Madame:Your inquiry dated November 7, 2022, addressed to ******* ******* regarding the above referenced policy has been referred to me for a response.  This is a Whole Life Policy with a death benefit of $2,913.00, issued by ***** ****** **** ********* ******* in the State of New York, effective July 5, 1968.  ***** ****** **** ********* ******* merged with Columbian Mutual Life Insurance Company in 2011.  First, we do acknowledge that our new service center has been experiencing several issues with training. However, this is not an excuse for the poor service that ***** ***** and ****** ****** has received, and we sincerely apologize. **** *** ****** ***** *****’ spouse, did not have an individual policy with our company.  Enclosed is the application for Mr. *****’ policy showing the selection for the Family Plan, which includes spouse coverage for a death benefit of $2,000.00.  Based on the contractual language in the sample contract we have enclosed, the coverage for the spouse terminates on the policy anniversary date nearest the insured’s 65th birthday.  The spouse coverage would have terminated in 1993 based on the date of birth we have for Mr. ***** of October 23, 1928.We contacted Mr. *****’ Power of Attorney, ****** ******, by phone to explain the Family Plan selection on the application and review the contract related to the spouse coverage.  Ms. ****** was satisfied with the explanation provided.I hope this information is helpful; however, should the Better Business Bureau or ***** ***** have any other questions concerning this matter, please feel free to contact me at ###-###-####, extension 7455.Sincerely,Christos D*****Christos D*****, ACS, ALMIAdministration Compliance and Quality Specialist CC:      ******* F*******            President and Chief Executive Officer

• Initial Complaint

  07/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Policy Number: ********** Agency Number: ********** I canceled this this before it was issued and subsequently in effect. I have now been charged twice in the amounts of $52.53 both times. This company continues to withdraw this money out of my bank account, making me have overdraft fees and other fees. When I contact this company by way of phone, I’m hung up on. When I email, I never get a response, I’ve even sent letters to the company and the President whose name is: Michael C.S. F******, he’s the President and Chief Executive Officer. This Company Mailed me a Policy Package AFTER I canceled the policy and stated I did NOT want it hereby committing fraud. This can very easily become a Federal Case due to the amount of individuals they’re scamming. If I don’t receive ALL OF MY FUNDS BACK IMMEDIATELY AND IF MY PERSONAL BANK ACCOUNT DOES NOT STOP getting funds stolen by your company, the next steps will obviously be legal. Respectfully submitted,, Venesia ********* Former Fraud Investigator Government

  Business response

  07/13/2022

  Your inquiry dated July 11, 2022, addressed to Michael F****** regarding the above referenced policy has been referred to me for a response. This is a Final Expense Whole Life policy issued in the State of Texas for a death benefit of $25,000.00, effective June 8, 2022.

  Ms. ********* indicates in her complaint that she has contacted us by phone on several occasions.  However, we do not have any record of phones calls from Ms. ********* based on the telephone numbers provided on her application and in this complaint.  

  Our records indicate that Ms. ********* first contacted us on July 1, 2022, via email requesting cancellation of her policy.  We began the Free-Look Cancelation process on July 11, 2022.  On July 11, 2022, we responded to Ms. ********* via email explaining that because the last draft occurred on July 8, 2022, it is our standard practice to allow 10 business days for that transaction to clear before processing a refund.  We also advised her in our email that if she wished to expedite her request, she could submit a copy of the bank statement showing the draft occurred and did not leave a negative balance.  We advised that the full refund would occur on July 22, 2022, if she did not wish to expedite.  We have not received any further information from Ms. *********. We have no concerns at all with refunding the funds and have made the necessary actions to do so.

  I hope this information is helpful; however, should the Better Business Bureau or ******* ********* have any other questions concerning this matter, please feel free to contact me at ###-###-####, extension 7455.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Good afternoon. Policy # *******. Deceased: ******* ***** This is regarding a long overdue beneficiary payment. I received a notice in January 2022 that my deceased mother actually had a life insurance policy. There was a search through the death master file. She passed away 5/11/2015. They basically hung up in my face in 2015 when I inquired about the policy. They said it was accident insurance. Didn’t make much of a fuss she had dementia and I assumed she was not clear on the policy. Fast forward here we are 2022. I sent back the claim form with all my personal information along with the required claim form and death certificate. I call them then they say your sister needs to fill out a claim form too. Ok her name was not on the request. They sent another form I emailed it to her. They’ve opened up our grieving AGAIN. I follow up in March they said we don’t have your sisters claim form yet. I call her she says she will mail it. I’m tired of the run around. I’ve complied they can send me whatever is due to me and they can send her what is due to her. No one seems to know anything when you call. This entire issue that’s seven years old was all fraudulent. There is a big write up on it on the website. They are also suppose to pay out interest to all families affected by this fraudulent behavior. I hope I can get some resolution with your assistance. Thank you, ******

  Business response

  05/27/2022

  Your inquiry dated May 18, 2022 addressed to ******* ******* regarding the above referenced file has been referred to me for a response.  According to our records, the policy insuring the life of ******* ***** is a $10,000.00 Whole Life policy issued in the State of Connecticut on September 27, 2007.  The policy went on Reduced Paid Up for $1,724.00 on March 29, 2011 as the last premium received was December 21, 2010.  The beneficiaries of the policy are the Insured’s daughters, ****** ***** ****** and ****** ****************    A review of the file shows that we did not receive a notice of claim on this policy.  On May 25, 2016 we sent a letter to the Insured’s address as we had a match from the Social Security Death Master File showing a date of death for the Insured.  This letter was returned to us by the post office as undeliverable.  On January 31, 2022 we sent a letter to ****** *************** regarding the Unclaimed Property.  The letter was returned to us on February 28, 2022 by Ms. *************** stating she was a beneficiary and therefore, on March 1, 2022 we sent Ms. *************** the claim form to complete so that we can process the claim.   The claim form was received on March 9, 2022 and March 11, 2022.  Since there are two beneficiaries listed, we reached out to Ms. *************** on March 16, 2022 and April 15, 2022 to request the Beneficiary Statement from the second beneficiary. As of today, we have not received the other Beneficiary Statement from the other Beneficiary.  Therefore, since we were unable to receive the other Beneficiary Statement in a timely manner, we have proceeded with processing Ms. ****** ***************’s portion of the benefit. Enclosed is a copy of the payment letter dated May 26, 2022.We hope this resolves the matter to Ms. ***************’s satisfaction; however, should the Bureau or Ms. *************** have any additional questions or concerns, please feel free to contact me at extension **** or via email at ************************

  Customer response

  05/27/2022

  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. 
  
  Regards,
  
  ****** ***************
  
  
  
  
  

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an $10,000 life insurance policy with Unity Mutual Life on my mother. She died on February 19, 2022. I filed a claim the week after she died, and have received the runaround since. I have paid this policy for since 2004 and have the premium charged to my credit card. First, the insurance company continued to charge a premium to my card well after we notified them of my mother's demise. Then they told me I would receive a form in the mail to fill out and mail back along with the death certificate. It took repeated calls and several weeks to receive the claim form. I sent in the claim form with a copy of the death certificate by certified mail. They acknowledged receipt, and told me I had to wait 30 more additional days for the claim to be paid out. I waited 30 days, then contacted them again. They then told me they did not have the claim application, but acknowledged receiving the death certificate. How could you have the death certificate but not the claim form when both were sent together? I called back again and asked for a supervisor, which I was told was not available, because they were working from home and was promised I would receive another claim form by email the same day, which was yesterday, 5/16/2022. I have not received a claim form and there has been no correspondence. It has now been almost 3 months since my mother died and they have come up with excuse after excuse not to pay the claim. If the premium was not paid, they would have been quick to cancel the policy, but now do not want to pay out, for whatever reason. This company is a fraud and I demand payment of the claim. I would give them zero stars for customer service and reliability if I could.

  Business response

  06/09/2022

  Your inquiry dated June 2, 2022, addressed to Michael F****** regarding the above referenced policy has been referred to me for a response. Below is a timeline of events that occurred on this policy:• On March 7, 2022, we received a telephone call from ***** ******** to report Ms. ****** passed away.• On March 24, 2022, we emailed claim forms to the beneficiary, ***** ********.• On March 29, 2022, we again emailed claim forms to the beneficiary, ***** ********.• On April 4, 2022, we received the death certificate, but did not receive a completed claim form.• On April 15, 2022, we sent a follow up letter to Mr. ******** advising the claim form remained outstanding.  • On May 18, 2022, we sent another follow up letter to Mr. ******** advising the claim form remained outstanding.• On May 23, 2022, we received an email from Mr. ******** inquiring on what remained outstanding and we advised the claim form remained outstanding.  A response was sent on May 24, 2022.• On May 26, 2022, we received a completed claim form from Mr. ********.• On June 2, 2022, we processed the claim and sent the enclosed Explanation of Settlement.  A check was mailed under separate cover to the Mr. ********.I hope this information is helpful; however, should the Better Business Bureau or ***** ******** have any other questions concerning this matter, please feel free to contact me at ###-###-####, extension ****.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  It's been over 3 years since I signed the contract for your services and not one time has I been able to get a live person on-line. No matter when I call no one answers or call me back or answer my online request. Please contact me for further explanation. I need to discuss my coverage and change my payment options. My policy# is **********

  Business response

  05/13/2022

  
  Dear Sir or Madame:
  
  Your inquiry dated May 12, 2022 addressed to Michael F****** regarding the above referenced policy has been referred to me for a response. This policy is a 15-Year Term Life, Payable to 95, policy issued in the State of Tennessee, effective April 12, 2019, for a death benefit of $60,000.00. 
  
  First, we do acknowledge that our service center has been very busy over the past few months and we have been experiencing a higher than usual volume of calls which may have prevented her from reaching us.
  
  We successfully made contact with ******** ********* on May 12, 2022 and provided her with the details of her policy that she requested.   Additionally, we sent Ms. ********* an invitation link to our online portal to allow her access to basic policy information and the ability to make service change requests for her policy. 
  
  Finally, we will arrange for an agent to work with Ms. ********* on possibly converting her current coverage as she is eligible to do so and has expressed interest.
  
  I hope this information is helpful; however, should the Better Business Bureau or ******** ********* have any other questions concerning this matter, please feel free to contact me at ###-###-####, extension ****.
  
  Sincerely,
  
  Christos D*****
  Christos D*****, ACS, ALMI
  Administration Compliance and Quality Specialist
  Enclosure(s)
  
  CC:      Michael F*******        
  President and Chief Executive Officer

• Initial Complaint

  02/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have a policy w Columbian Life Insurance. I wanted to see about a loan against it. I called them Mon before Christmas. A week later, no paperwork. I called again. I was told it had been sent day after i called. I did get it new year eve. I filled out and returned Jan 4th. Day before my birthday. I was told that it would be 3 days in mail til they get it. It was only 3 days to get tome. We are on east coast. So, this means it was never sent 1st i called. 2nd call got it in mail and I got 3 days later. After 2 weeks, i called for an update. I was 11th in line for customer service. I get to 3 and automatically switched to voicemail. Being disabled, i cant hold phone that long. I left msg. I got no reply. I called again day or 2 later. Same in line msg. I left another. With name, policy they should have enough to look me up, tell me exactly where I was in process for check. I get same older woman w same reply. THIS IS .. IF YOU CALL ME BACK, WE CAN DISCUSS YOUR ISSUE. Its been phone tag weeks now. And nearly a month since i sent forms back. Im tired of being played w. They have no intention, apparently, of issuing my loan. $1400. I have $1587.50 cash value of my policy. I called Friday and left message that I wanted the full cash value. I was canceling policy. I called the agent and told him. He laughed when he asked if i spoke to someone. I said i got voicemail because of high volume. Today I got the same message on my phone. Its like they don't want to HEAR WHAT I'M SAYING. Its same older woman voice. If they want to play , they can. It won't be with my money or time. I have looked into insurance with other companies. I have stopped automatic withdrawals from my bank. I want the cash value in cashier's check. I don't want to deal with them ever again. I am considering going to NAIC too. They shouldn't be able to do this to customers. Thank you.

  Customer response

  03/04/2022

  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. 

  Thank you so much.  I did check yesterday at bank just to verify that they didn't try taking another payment.  
  

  I had similar issues last year when adding my newborn granddaughter to my policy.  
  
  Regards,
  
  ***** **********
  
  
  
  

  
  

  Business response

  03/04/2022

  Your inquiry dated March 2, 2022 addressed to Michael F****** regarding the above referenced policy has been referred to me for a response. This policy is a Final Expense Whole Life policy issued in the State of New Jersey, effective April 3, 2015, for a death benefit of $25,000.00.  
  
  First, we do acknowledge that our service center has been very busy and we have been experiencing a higher than usual volume of calls which may have prevented her from reaching us.
  
  Below is an outline of events that have occurred on ***** ************ policy:
  
  • On December 16, 2021, we received an email inquiry from Ms. ********** requesting a loan on her policy.  She asked that we email her instead of contacting her by phone due to her disability.
  • On December 22, 2021, we mailed a form for Ms. ********** to complete for her loan request.  
  • On January 6, 2022, we received a completed loan request form signed by Ms. **********.
  • On January 25, 2022, we processed the requested loan for $1,400.00 and mailed the check to Ms. **********’s address on file. We have enclosed a copy of the letter and check disbursement stub.  
  • On January 28, 2022, we received an email inquiry from Ms. ********** advising she is considering cancelling her insurance coverage with us.  
  • On February 17, 2022, we received a written request to cancel from Ms. **********.  The letter received is the same letter that was provided to the BBB.
  • On March 3, 2022, we processed the cancellation request and mailed the remaining cash value available to Ms. **********. We have enclosed a copy of the confirmation letter and check disbursement stub.

  Ms. ********** contacted our office by phone and left a voice mail on December 27, 2021, January 25, 2022 and January 31, 2022.  We returned each of these messages and left a voice mail on Ms. **********’s answering machine for each of these calls on the same day she contacted our office.
  

  We do regret that delays in our service center caused such frustration and ultimate cancellation of her policy. I hope this information is helpful; however, should the Better Business Bureau or ***** ********** have any other questions concerning this matter, please feel free to contact me at ************, extension ****.
  

   

  Thank you.

*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. ↩