ComplaintsforUnity Financial Life Insurance Co

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

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

   

   

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