Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February 2025, I contacted the company about getting a loan from my policy. The rep I put the request in processed it for me. She asked me ti verify my bank information to send it via my bank. She said the bank information I have on file was incorrect. I asked why is that because I have sent a voided check in before for them to draft from my bank account. She stated they can use that one. She said that the can mail it. I said that’s fine mail. Two weeks ago. I call to follow up on the loan. They never sent it. The man I spoke with said, They were waiting on me to send in another voided check. I told him I requested it that it be mailed. I told him to forget the loan. I asked could I speak with a supervisor. They didn’t have one available as usual. A few hours later a supervisor called me back, but he wanted me to call back to customer service and wait in the cue again for another supervisor. Ridiculous when I was already on the phone.

  Business Response

  Date: 04/07/2025

  For your information, UFL has multiple product lines administered in different offices.  Policies marketed in the preneed and estate planning lines are administered at the home office in Cincinnati, Ohio.  A closed block of final expense policies, like the one that is the subject of this complaint, were ceded to ********* ****** who is solely responsible for administration under the agreement. Those policies are now administered by a third party based in ****** ***** *** ******. A small, closed block of policies originally issued under the ********** name are administered by a third party in ************ **.  However, all complaints are submitted to and responded to by our home office in Cincinnati, Ohio.
  
  A representative of the administrative office has provided the following information in response to this complaint:

  ***** ********* concern is related to a loan request she made on February 14, 2025. *** ******* originally requested a loan for $500.00 and wanted the money deposited directly into her bank account. At that time, we did not have updated banking information from *** *******, and we sent her a bank authorization form to complete. *** ******* contacted us on February 24, 2025, to follow up on her request and the bank authorization form. We explained that it was not received at that time, and she wished to have the loan she requested mailed instead. We received the bank authorization information on February 25, 2025. Unfortunately, the loan was never processed.

  
  We contacted *** ******* on March 26, 2025, regarding this inquiry and the loan request. During the call, *** ******* requested a loan for $900.00. This loan was processed and deposited the funds directly to her bank account as she requested. 
  
  We apologize for the inconvenience this situation has caused *** *******.
  
  
  

  Customer Answer

  Date: 04/09/2025

  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

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I feel that I am being jerked around by this company.

  Business Response

  Date: 03/24/2025

  The Company is sorry to hear that *** ******* feels our service standards have not been met in her situation. However, the Company has over 100,000 life insurance policies in force, administered in three offices. Without any identifying information such as a policy number, name of insured, date of birth or social security number, it is virtually impossible to identify or remedy the situation for *** *******. It should also be noted that unless *** ******* is the owner of a policy, or the named beneficiary on a policy where the insured has passed, due to privacy requirements, the Company may not be able to provide information to her.
  
  We would be happy to assist *** ******* in resolving any issues she may have experienced, but we would need the identifying information indicated above, along with a description of the problems *** ******* experienced.

• Initial Complaint

  Date:08/07/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 19, 2024 I sent a check #*** for the amount of $43.62 and a voided check #*** they cashed the check on July 26.20204. On August 1, 2024 they charged me $42.18 for my premium. That I didn’t authorize. I called them on August 1, 20204 asking why are they charging me again when I already sent a payment of $43.62, the representative tells me they haven’t received that payment but they received my voided check. I’m like how did yall not they were in the same evelope and yall have cashed the check already. Representative told me someone from the business department will call me back in 48 hours. It’s been three days and I haven’t heard anything back.

  Business Response

  Date: 08/22/2024

  We are in receipt of your email dated August 16, 2024 regarding the above-referenced policy regarding complaint ********, and are now in a position to respond.

  For your information, Unity Financial Life ("UFL")  has multiple product lines administered in different offices. Policies marketed in the preneed and estate planning lines are administered at the home office in Cincinnati, Ohio. A closed block of final expense policies, like the one that is the subject of this complaint, were ceded to ********* ****** who is solely responsible for administration under the agreement. Those policies are now administered by a third party based in ****** ***** *** ******. A small, closed block of policies originally under the ********** name are administered by a third party in ************ *********. However, all complaints are submitted to and responded to by our home office.

  A representative of the administrative office provided the following details:

  *** ********* concerns are related to excess premium payments submitted to the Company. The confusion is a result of a check for a premium payment being submitted at the same time as a voided check to set up for future payments to be automatically withdrawn from her bank account.  As a matter of internal controls, any payments received are immediately deposited and often separated from other materials which may have been included in the same envelope. In this case, the check received was applied to the policy and we apologize for the fact that she was told we had not received it.
  
  The voided check was then forwarded to the appropriate service team to set the policy up on bank draft. We have completed the process so that *** ********* account will draft premiums from bank draft as requested. When the banking information was updated, there were two premiums that processed.
  
  *** ******* contacted us on August 2, 2024, requesting a refund of the funds for the cashed check. We hold the payment for 10 business days prior to any refund to ensure that the funds are not returned from the bank. During that time period, the funds were actually applied to her outstanding loan balance.
  
  We contacted *** ******* on August 21, 2024, to explain the situation to her. We explained that the funds for the check had been applied to her outstanding loan balance and we offered her a refund. After the explanation, *** ******* was satisfied with the funds being applied to the outstanding loan balance and no longer wished to obtain a refund. We also explained during the call that the policy will be drafted on the 5th of each month going forward. The policy is currently paid to September 28, 2024.
  

  We trust this information fully responds to the issues raised in this complaint. If any questions or additional information is required, please let me know.

  Sincerely,

  Elaine M. G****

  Vice President, Compliance

  Unity  Financial Life Insurance Company

   

   

  Customer Answer

  Date: 08/22/2024

  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

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to receive a form this organization, for some months, they continue to lie to me that they’ve sent this form, and I call them within the allotted time and they start this process over and over again. The form is a simple bank draft form so my mother’s insurance can be drafted, this is all this is about. I have been dealing with this for almost 3 months now and I am tired, but I am not dropping this policy, because of the age and it was something my father had before his passing, so I am trying my best to keep this going, for my mother. I am in no way trying to get any money from them, just not understanding why they are reluctant to send me the forms.

  Business Response

  Date: 08/12/2024

  We are in receipt of your email dated August 8 2024, regarding the complaint ******** and are now in a position to respond.
  
  For your information, UFL has multiple product lines administered in different offices.  Policies marketed in the preneed and estate planning lines are administered at the home office in Cincinnati, Ohio.  A closed block of final expense policies, like the one that is the subject of this complaint, were ceded to Columbian Mutual who is solely responsible for administration under the agreement. Those policies are now administered by a third party based in Jersey City, New Jersey. A small, closed block of policies originally issued under the Germantown name are administered by a third party in Minneapolis, MN.  However, all complaints are submitted to and responded to by our home office in Cincinnati, Ohio.
  
  A representative of the administrative office provided the following details:

  This is written in response to your inquiry dated and received August 8, 2024. This is in regard to a Final Expense Life Insurance policy issued to the Complainant’s mother, ****** ****** issued in 2010.
  
  *** ***** had been trying to assist her mother with the management of the payments of her life insurance policy.  The Company acknowledges that there appears to have been a delay in sending the appropriate paperwork to *** ***** and her mother required to change the policy to automatic bank draft form of payment.
  
  It seems *** ***** contacted members of management on the same day she submitted this inquiry to the Better Business Bureau. Management was able to resolve her issues and the policy is paid current and is on bank draft as desired. We have spoken with *** ***** and also communicated via email to confirm that everything has been handled to her satisfaction.
  
  We apologize for the frustration this delay may have caused.

  I trust this has addressed the issues raised by *** *****. If you have any questions, please let me know.

  E***** ** G****

  Vice President, Compliance

  Unity Financial Life Insurance Company

  Customer Answer

  Date: 08/12/2024

  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

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My moms husband passed away and he was the owner of the life insurance policy and beneficiary on my moms policy. Contacted UFL in April 2023. They advised to submit a policy ownership change form with all required paperwork that UFL advised us to be sent. Form and required documentation was faxed to them in April 2023. Made several phone calls to customer service to get a status. After 2 months the customer service rep said the form had processed. Requested a confirmation letter and never received it. Made additional phone calls to UFL and was told the firm was still in process. Contacted them again in June 2023. Customer service rep said it had not processed. She said a letter was mailed in April 2023 requesting the policy owner’s signature to make the change. Really???? The policy owner had passed away and a death certificate was sent to UFL in April 2023. His passing was the whole purpose for changing the policy owner from him to my mother. Still haven’t gotten any results. This company is ridiculous.

  Business Response

  Date: 06/29/2023

  We are in receipt of the email dated June 20, 2023 regarding the above-referenced complaint and are now in a position to respond.
  On June 21, 2023, I emailed the complainant and asked for information so that we could identify the policy/policyholder that is the subject of the complaint.
  

  For your information, UFL has multiple product lines administered in different offices.  Policies marketed in the preneed and estate planning lines are administered at the home office in Cincinnati, Ohio.  A closed block of final expense policies, like the one that is the subject of this complaint, were ceded to ********* ****** who is solely responsible for administration under the agreement. Those policies are now administered by a third party based in ****** ***** *** ******. A small, closed block of policies originally issued under the ********** name are administered by a third party in ************ **.  However, all complaints are submitted to and responded to by our home office in Cincinnati, Ohio. 

  Once I received the policy number and related information, I provided that information to my contact at ********* ****** to review this matter and provide me with information in order to respond.

  The following information was received:

  * The paperwork from the original 2021 ownership change request was reviewed by ********* ****** and compliance from their TPA. They agreed that the ownership change and beneficiary change submitted in 2021 should have been honored and could provide no reason why it was not honored and apologize for the mishandling that occurred at that time.

  * The current TPA who took over administration of this block of business unfortunately has continued to mishandle the ownership change. While paperwork was being traded between the family and the TPA, the insured passed away.

  * Claims paperwork was sent on June 17, 2023 and I have been advised that contact has been made with the appropriate beneficiaries under the policy.

  On behalf of Unity Financial Life, I sincerely apologize for all the issues encountered on this policy. Unfortunately, this policy has never been administered in the Home Office in Cincinnati, nor do we have any controls over the administration of the policy. However, we share your concerns when things like this occur, as it reflects poorly on our Company. We strive to do better for our customers -- even the customers whose policies are not in our control.

  If the family continues to experience any problems with the claim, they can reach out to me and I can again run interference with my contacts. My direct line is ###-###-#### and my email is *****************.

  Elaine M. G****

  Vice President, Compliance

  Unity Financial Life Insurance Company

  
  

   

  Customer Answer

  Date: 06/29/2023

  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

  Date:08/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Policy #********* was issued in 2010 with a waiver of policy premium should insured ever enter a nursing care facility. Insured, ******** ** *****, was placed in nursing care in June 2022. The required paperwork from Unity Financial was completed and returned by the ***** ***** Nursing facility. Unity Financial responded to the family of **** ***** that the paperwork had been received and was pending approval by Unity Financial processing department. Since June two additional premiums have been paid waiting implementation of the policy waiver. Many phone calls have been placed and many "Promised email confirmations" given. **** ***** family requests your assistance in getting Unity Financial to assume their responsibility.

  Business Response

  Date: 08/24/2022

  August 24, 2022
  
  
  
  Marketplace Resource Department
  Better Business Bureau
  1 E. Fourth St., Suite 600
  Cincinnati, OH 45202
  
  Re: Unity Financial Life Insurance Company (“UFL”)
  NAIC Number: *****
  Your ID Number: ********
  Complainant: **** ******
  Policy Number: *********
  Insured: ******** *****
  
  Dear Marketplace Resource Department:
  
  We are in receipt of your letter dated August 17, 2022 regarding the above-referenced complaint and are
  now in a position to respond.
  
  For your information, UFL has multiple product lines administered in different offices. Policies marketed
  in the preneed and estate planning lines are administered at the home office in Cincinnati, Ohio. A closed
  block of final expense policies, like the one that is the subject of this complaint, were ceded to *********
  ****** who is solely responsible for administration under the agreement. Those policies are now
  administered by a third party based in ****** ****, *** ******. A small, closed block of policies originally
  issued under the ********** name are administered by a third party in ************ **. However, all
  complaints are submitted to and responded to by our home office in Cincinnati, Ohio.
  
  A representative of the administrative office has provided the following information in response to this
  complaint:
  
  According to our records policy ********* is a $5,000 Final Expense Whole Life policy issued on
  November 9, 2005, through Unity Financial Life Insurance Company in the state of ********;
  enclosed is a copy of the policy which includes a copy of the nursing home waiver of premium
  language.
  
  On July 15, 2022, our service center received a letter from ***** ***** Skilled Nursing and
  Rehabilitation LLC stating that ******** ***** is a current resident and was admitted on June 17,
  2022. As stated in the Nursing Home Waiver of Premium Rider:
  
  The Company will waive payment of future premiums upon receipt of proof of the Insured’s
  Confinement, as defined below, in a Nursing Home.
  
  Confinement means:
  1. The Insured receives care for at least ninety (90) consecutive days in a Nursing
  Home; and
  2. The care is recommended by a Physician due to the Insured’s inability to care for
  himself or herself due to the Insured’s age, sickness, injury, disease, or mental or
  physical infirmity.
  
  Based on the letter received from ***** ***** Skilled Nursing and Rehabilitation, *** ***** is not
  eligible for Nursing Waiver of premium until she has received care for at least (90) consecutive days
  from her admission on June 17, 2022. *** ***** should continue to make premium payments
  during this time and until she has received written notification from the company that Waiver of
  Premium has been approved. As requested, claim forms have been emailed to McMikle Funeral
  Home for consideration of this rider.
  
  I trust this information addresses the issues raised in the complaint. If you have any questions or require
  additional information, please let me know.
  
  Sincerely,
  
  
  
  Elaine M. G****, FLMI, AIRC, ACS
  Vice President, Compliance
  Direct Line: ###-###-####
  
  

  Customer Answer

  Date: 08/25/2022

  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. 

  This problem could have been easily resolved if the company's customer service representatives were briefed in policy provisions and not just representatives that give false information involving actions that will be taken per policy holders request.

  Much time and effort was wasted just to get the needed response.

  Sincerely

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