Complaints

This profile includes complaints for Security Mutual Life Insurance Company of NY's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Security Mutual Life Insurance Company of NY

  100 Court St. Binghamton, NY 13901

• 

  Security Mutual Life Insurance Company of NY

  P O Box 1625 Binghamton, NY 13902-1625

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:12/06/2024

  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.

  A claim for life insurance was made in June. After waiting 2 months, I contacted the company to find out the status of the payment. They informed me they were waiting for my pay stubs. I contacted my job and I decided to email the paystubs myself since this was taking longer than normal. I emailed my paystubs in September 2024. After waiting another month, I called again to inquire about the payout. I was then told they are waiting on the medical records from *** **** ************. I then called **** and was informed the medical records are available however they are awaiting a payout from the insurance to release the medical records. I waited another month and called again. I was advised they are still waiting for the medical records. I called another month later and was told they are awaiting the medical records . I told them the medical records are available as per the hospital and they are waiting for their payment . The insurance advised me the amount is high and they are negotiating this price to get it lowered meanwhile I have gotten no correspondence regarding this and no call or contact . I am reporting this because it should not take 5+ months to settle a claim and send payment to a grieving family . I am also reporting their lack of communication with their consumer

  Business Response

  Date: 12/09/2024

  We are in receipt of the above–referenced complaint.We are beginning a review of the circumstances described in the complaint and will be in touch with you shortly as to the results of our review.Thank you for bringing this matter to our attention.Should you have any questions, please contact me at ###-###-####, extension ****.Cordially,Susan E. Z***Customer Relations SpecialistNAIC Code *****Tell us why here...

• Initial Complaint

  Date:10/07/2024

  Type:Customer Service 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.

  On July 10, 2023, Security Mutual Life Insurance Company and employees by the name of Karen L. S***** (Life Insurance Agent), John C****** (Business Manager), and Alicia H***** (who is the said personal worker for John C****** and not for Security Mutual) entered into my policy without my consent. The aforementioned removed my daughter as the beneficiary on my policy and replaced her with a past enemy whom I've had no contact with for many years and who is the best friend of Karen L. S*****. I contacted the company in regards to this matter and was asked to submit a written letter requesting the immediate removal of this person off of my beneficiary via fax. The submitting of a faxed personal letter is the incorrect procedure in regards to the changing of beneficiaries according to their security procedures. In extreme concern I proceed to submit the letter requested of me on the same day. This person was then removed immediately without question or investigation. I am extremely concerned about my security and the handling of my personal information. The investigation of this matter will be greatly appreciated.

  Business Response

  Date: 10/10/2024

  Good afternoon,We are in receipt of your complaint letter received in our Home Office on October 9, 2024.We are beginning a review of the circumstances described in the complaint and will be in touch with you shortly as to the results of our review.Thank you for bringing this matter to our attention.Should you have any questions, please contact me at ###-###-####, extension ****.Cordially,Susan E. Z***Customer Relations and Product Compliance SpecialistNAIC Code 68772

  Business Response

  Date: 10/14/2024

  This is in response to Mr. ******* ********** and his concerns.  In November 2023, Mr. ********** alerted the Company that the beneficiary on his policy had been changed without his consent.  At that time, the Company performed a thorough investigation and concluded that the Company made an administrative error and mistakenly changed the electronic record of the named beneficiary on Mr. **********'s policy.  Additionally, Mr. ********** faxed an updated Beneficiary Designation to us.  On December 7, 2023, the Company sent a letter to Mr. ********** explaining the situation and confirming that the electronic record had been corrected to match the Beneficiary identified on his Application for WHOLE LIFE INSURANCE, dated January 1, 2008, and the latest Beneficiary Designation.  We further assured Mr. ********** that at no time did the Company disclose any Policy information with any third party. 

  We understand Mr. **********'s continued concern of the security of his policy.  Should he wish, we can add an additional layer of security by way of a password needed to access his policy.  If this is of interest to Mr. **********, please have him reach out directly to me in writing.  His letter should be dated, and include the policy number, his signature, and a password that only he would have knowledge of.

  We trust this sufficiently addresses the concerns,

  Sara S***, ACS

  Customer Relations 

  Security Mutual Life Ins Co of NY

• Initial Complaint

  Date:09/10/2024

  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.

  I purchased life insurance with this company 5 years ago. They continuously over charge for their premiums after making 3 requests to stop overcharging me. They then sends checks in the mail to my old address every month which I have asked to be changed several times. After 90 days I am unable to cash the checks and after waiting on hold each time for over an hour, I am asked to return the old checks for them to stop and send a new one. I also asked to cancel my policy, pay my cash value, and they told me they would send me paperwork to request in writing by mail which they have not. I also called my bank MCU to ask for assistance and placed me on hold and never said anything.

  Business Response

  Date: 09/11/2024

  We are in receipt of the complaint relating to the above–referenced policy.
  
  We are beginning a review of the circumstances described in the complaint and will be in touch with you shortly as to the results of our review.
  
  Thank you for bringing this matter to our attention.
  
  Should you have any questions, please contact me at 1-800-765-6668, extension ****.
  

   

  Susan E. Z***, ALMI, ACS

  Customer Relations and Product Compliance Specialist

   

  Customer Answer

  Date: 09/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There is no indication on how my policy will be canceled as per my request and how I will be getting my money back for all over payments and future paid premiums. Also no indication on how I will get my cash value for my policy. 
  
  Regards,
  
  ****** *******
  
  
  
  
  

  Business Response

  Date: 09/16/2024

  This is in response to Ms. ********* expired checks, confirmation of new address, and request for cash surrender of one of the policies that she holds with us.  On 8/30/2024, Ms. ******* notified us of the expired checks and her change in address.  We requested these checks to be returned to be reissued.  On 9/2/2024, Ms. ******* requested the Application of Cash Surrender and this was mailed.  We await the return of the checks and Application of Cash Surrender and are prepared to expedite and overnight the replacement checks and surrender check to the updated address of record.

  We thank you for bring this to our attention and hope this clarifies what is needed.

  Cordially,

  Sara S**** ACS

  Customer Relations

   

• Initial Complaint

  Date:06/25/2024

  Type:Customer Service 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 had called Security mutual today to figure out how to pay my life insurance online. When I called I waited a few minutes no big deal. Spoke with a women named Maria. Right off the bat I could tell she was not having it she started yelling at me about not giving my full name. Then when I stated I set up an online account and didn’t she my policy she started yelling that I didn’t do this and that and why am I calling and not doing it myself. To be honest at that point I hung up because I’m not dealing with that. I file this complaint because while she kept talking I asked for a manager and she said she would not do that. I would like to speak to a person who not going to scream at me about trying to get my policy fixed on line.

  Business Response

  Date: 06/26/2024

  Good morning, this is to acknowledge that we are in receipt of the corresponding complaint.  We have begun a review of the circumstances described in the complaint and will be in touch with you shortly as to the results of our review.Thank you for bringing this matter to our attention.Should you have any questions, please contact me at 1-************, extension ****.Cordially,Susan E. Z***Customer Relations SpecialistNAIC Code *****

• Initial Complaint

  Date:04/29/2024

  Type:Customer Service 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 number to contact to cancel policy does not work. I keep getting the run around and your company is not cancelling my policy. I called several times. on hold for up to hour get a person that transfers me and the call drops. This happens repeatedly and I have no way of cancelling and getting my cash value refunded. I need someone to take ownership. cancel my policy. send me a a confirmation email and stop debiting my account.

  Business Response

  Date: 04/30/2024

  This letter is in response to your correspondence dated April 29, 2024, received by us, regarding the above referenced matter. The contact person for this matter is Laura H********* Ms. *********’s direct number is ###-###-####. Inquiries can be emailed to her at ******************. Our records reflect the following: • Ms. ***** is the owner and insured of two whole life insurance policies issued by Security Mutual Life Insurance Company of New York. • Policy numbers *********, effective March 27, 2020 and *********, effective December 27, 2023, are both paid to May 27, 2024. • Per Ms. *****’s Request for Preauthorized Monthly Deduction Plan submitted with each application, premiums for both policies have been deducted monthly from her financial institution account. • On April 29, 2024, upon receipt of Ms. *****’s request submitted through the Better Business Bureau Inc. (Upstate New York), we spoke to Ms. ***** via phone. • Prior to this communication, Security Mutual Life Insurance Company of New York had not received any request for stop payment or policy surrender. • As of our phone conversation with Ms. ***** on April 29, 2024, Security Mutual stopped the automatic withdrawal from her financial institution account and emailed her surrender forms upon her request. • As soon as the surrender forms are received, Security Mutual Life Insurance Company of New York, will promptly process Ms. *****’s request and send her the appropriate surrender value on each policy. We trust the above sufficiently addresses your request, but please do not hesitate to contact me if additional information would be helpful. Should you have any questions, please contact me at ###-###-#### or e-mail me at ******************. The Company fully reserves all of its rights and defenses which arise under the Policy and as may be otherwise provided by law, and the issuance of this correspondence should not in any way be deemed or construed as a waiver of any right the Company may have with respect to this matter

• Initial Complaint

  Date:02/04/2024

  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.

  I am starting to believe this company is a scam. Last year I reached out to the company to cancel my life insurance policy. The lady mentioned that she made a note of it on my profile to proceed but I never heard anything back. I then noticed in January after reviewing my bank statement that the transaction was STILL being charged. I called on 1/13 and spoke with Irma who instructed me specific directions of providing a letter with wet signature, a voided check and emailing it to the cancellation department. She mentioned that by doing so I would receive my funds in 3 business days. I executed those instructions on 1/16 via email. I had not heard back nor did I see the funds so on 1/24 I emailed again asking for an update. No word back. So I called and the young lady mentioned they received it and that if Irma instructed me to do what I needed to do then it was getting taken care of because Irma "was goals" in the department. It has now been 13 business days and I have not received the funds in my account and have considered pressing charges because of the unprofessionalism of this company especially it involving money.

  Business Response

  Date: 02/06/2024

  A Security Mutual representative spoke with Ms. ******* on 2/5/24 and explained the missing Community Property requirements. She said she would photograph the required documents and email them directly to the company. As of today, Security Mutual hasn’t received any correspondence.  We will follow up with Ms. ******* in the following few days if no documentation is received.

• Initial Complaint

  Date:10/08/2023

  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.

  Security Mutual Life Insurance is over billing me which is generating me to be paid for insurance in advance. I called Security Life and spoke with Tiffany she advised me that she will contact billing and have error corrected and credit my account which has not been done Request refund credit asap

  Business Response

  Date: 10/10/2023

  We contacted Mrs. ***** on 10/9/23. The Company submitted a direct deposit request of $200.00 of excess deductions to her *** savings account the same day. Because of the holiday, it was explained to her that the funds may not be available until Wednesday. Then she was given an explanation of how her deductions work and about her *********** Insurance Rider.  She understands about the rider and does want to keep it.  Ms. ***** was thankful for the thorough explanation of how deductions work and that we are getting them corrected.

• Initial Complaint

  Date:09/26/2022

  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.

  My husband was paying on a life insurance policy . He passed on September 2,2022 . I contacted the insurance company sent in all the required paper work and they claim they sent out a check . The check tracking was always off and I never received the check . I contacted the insurance company again they ask me to wait a week and if I don’t receive it contact them back so I did that . I spoke to numerous supervisors and none have Been any kind of help . I called and opened up a claim for the check i never received then inquired about direct deposit . I sent in all the required documents they said nothing additional needed my insurance payment will be in my account no later the. Wednesday sept 28th . I get a call today I need to resend in all the information I previously sent in addition. To a letter from the bank . This is ridiculous I have sent numerous documents in including my husband death certificate yet they still are avoiding sending me the money and trying to make this difficult. I even inquired about fed ex a new check since ups never came they stated they couldn’t do that I am unpressed and I want this resolved and I will take all the measures needed to get the payment that was promised to my husband if he did so pass . This company is horrible there unorganized and no one ever knows what’s going on . I want answers and I want what is owed to me . Will never do any type of life insurance policies with this company and I would not recommend them

  Business Response

  Date: 09/28/2022

  Attached is the Letter and Statement of Proceeds that will be sent to the beneficiary.  We have requested the funds be sent via ACH and should be available in her account in a day or two.
  
  Please let me know if you have any questions.
  
  Thank you,