Complaints

This profile includes complaints for Western & Southern Life's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Western & Southern Life

  400 Broadway Street Cincinnati, OH 45202-3312

  
• 

  Western & Southern Life

  40 N Plaza Blvd Chillicothe, OH 45601-1757

• 

  Western & Southern Life

  8425 Pulsar Pl Ste 310 Columbus, OH 43240-4041

• 

  Western & Southern Life

  40 N Plaza Blvd Chillicothe, OH 45601-1757

• 

  Western & Southern Life

  40 N Plaza Blvd Chillicothe, OH 45601-1757

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:04/17/2025

  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.

  Western Southern Life Insurance company drated my account when the policy and the draft has been stopped. The policy was cancelled on 2/28/25 when I was notified of premium increase from 35.65 to $707.65. On March 25,25 Western Southern Life Insurance drafted my account for $707.65. I was informed by my bank my account was overdrawn. I panicked trying to figure out where my money went. Once I realized that the insurance drafted my account,I contacted them. 3/27/25 9:30 a.m I talked to Erin representative for Western Southern Life Insurance. I informed her what happened and she checked to make sure the policy was cancelled and draft stopped. She said it had been cancelled and she sees where I said stop the draft once the premium goes to $707.65 but they failed to stop the draft. I then told Erin I wanted my money put back immediately just as they took it out without consent! Erin said she noted I wanted direct deposit and it was sent to accounting. 4/1/25 3:50 p.m Jackie, checking on status of my direct deposit. I had to give it three business days 4/9/25 went to bank 9:00 no direct deposit showing ,teller said direct deposit doesn't have a hold. It is what it is. Direct deposit. 11:22 called back Western Southern Life Insurance upset wanting answers about my money. Spoke with Carter ,can't speak with a manager or anyone that handles refunds of money. Really made mead. No leadership or manager. I was getting the run around. April 10, go to bank request a print out . No direct deposit this morning. Called Western Southern Life,it shows it's deposited to your account. April 11,25 Savannah 10:39 it's showing we refund it to your account.again I told her I've been to the bank and they said something was wrong on their end bc direct deposit would be in my account. It's direct funds. No need for holds. Now it's the weekend and I don't have my money. As of today my money has not been refunded. I should be paid for this harassment they have caused

  

  Business Response

  Date: 04/23/2025

  Western & Southern Financial Group remains committed to providing excellent service to our policyholders. *** ***** followed proper protocol in requesting that her policy be removed from automatic withdrawal. The request was made one month prior in which the processor pended the request. Unfortunately, the date was missed to process a removal causing a draft from the client’s account. The policy purchased provided a renewal option at a higher premium. The policy continued to provide coverage to *** *****.
  
  The funds have now been refunded back to *** ******* account. If any fees were incurred due to the withdrawal, she is encouraged to send us a copy of her bank statement with a written request for review. We apologize for any inconvenience this has caused.

  Customer Answer

  Date: 04/25/2025

  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:04/14/2025

  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.

  My contract came due April 1st 2025. And they still have not transferred my money to my bank. It's April 12th now.

  

  Business Response

  Date: 04/29/2025

  Western & Southern Financial Group provides a standard processing timeframe of 21 business days. Company practice allows the financial representative conservation options unless the annuitant advises he or she would like to waive their conservation period. Our company did not receive a request from the client to waive conservation. A request was received on April 1, 2025 and processed on April 21, 2025. We apologize for any inconvenience this may have caused the client. For future request, we have asked that our associates verify with the owner if they would like to exercise their conservation period or waive it.

  Customer Answer

  Date: 04/30/2025

  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, reasons for rejection are included 

  The non qualified annuity came due on April 1st , my bank routing number and account numbers were faxed to them on April first. They sent me a check in my mailbox!. Received on April 28. I think this is a poor business practice. Cost me $$$. I would never recommend doing business with this company.

   

   

  
  
  
  Regards,
  
  ***** ****
  

• Initial Complaint

  Date:04/10/2025

  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.

  On 3/20/25 I called ###-###-#### and spoke with a (National) Integrity Insurance rep ("Tobin" at 10:35 am PDT) to initiate a withdrawal. Per his question we established that our method of communication was to be email. He sent forms by email attachment which I printed, completed, scanned, and returned per instructions by email and attachments. These forms included provisions for disbursement directly to my checking account. The company's automated system acknowledged receipt on the evening of 3/26/25. I received no funds or further communication so I called on 4/4/25 and had a horrible verbal interchange with another rep ("Liz" at 1:32 pm PDT). I've not heard or received a single thing from the company since. Emails including to agents I had worked with previously (one is now a quality control analyst) have gone unanswered. Most recently I completed a customer satisfaction survey at the end of which they asked if I wanted to be contacted, yes I did, and have heard nothing. I have previously insisted on email communication largely for self protection, and given experience with these two verbal interchanges I must demand they only communicate with me by email. Judging by the reviews about this outfit my observations and concerns are well warranted. Your assistance will be most appreciated. I've attached the text of my recent emails for more detail. Sorry for the clunky format, I'm a techno-knucklehead. I can forward the emails to your assigned office once we establish communication. Thanks and regards, ******

  

  Business Response

  Date: 04/23/2025

  National Integrity provides a convenience to our policyholders by utilizing additional ways to communicate and make request. There are times we would speak with the client if there were any items that require verification, which is for the security of the policyholder and contract.
  
  If communication is being handled by one specific processor, in the event the processor is absent or on vacation, the email request may go unanswered. We apologize for the error in forwarding the incorrect forms for processing. Due to our error, an exception was made and her request was processed. Upon our review, we show that Ms. Gay’s request was completed on April 14, 2025.
  
  We apologize for any miscommunications relayed and have provided coaching for future communications. If the client has submitted a request and would like a faster response, we strongly encourage her to contact the company via phone at ###-###-####.
  

  Customer Answer

  Date: 04/29/2025

  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, reasons for rejection are included below.

  
  

  I sincerely appreciate Better Business Bureau's most professional efforts in obtaining  Western & Southern Group's acknowledgement, apology, and transfer of my money to my bank account.  Obviously I'm glad I got my money at last.  I'm accepting the acknowledgement and apology only in the spirit of reconciliation as I will have to deal with the company at least one more time.
  

   

  To be clear I'm not satisfied with the company and its response.  I don't believe it would have happened without BBB's involvement and that I'd still be wrangling with W & S.  The correct and ethical response when they found my withdrawal request had been made on the incorrect (to them) form they had supplied me would have been to use the exception method we now know they have and just send me my money.  Also to notify me immediately either by email or phone.  Methods they've clearly demonstrated they will use when it suits them, such as when their rep "Rodney" called at 5:20 AM my time on April 23rd only to check if I'd received my money.  A call that should have been made about 10 days prior.
  

   

  I find the company's response largely corporate gobbledygook nonsense and factually incorrect, as the time line and details of communications clearly show.  I'm over 70 years of age, not 7, and I've seen this before:  Mail delay or not mailing at all game, blame game, "policy" game, you name it.  It all gets down to delay until compelled and/or too costly.  Every day an insurance company doesn't pay out is a day of more profit.  It's shameless conduct and requires far more than coaching to change for the better.  I've dealt with other companies that do far better as a simple matter of good corporate culture.  Western & Southern has a long way to  go.
  

  
  Regards,
  
  ****** ***
  

• Initial Complaint

  Date:01/06/2025

  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.

  On August 23, 2024 ******* ******* died unexpectedly and his mother ** ******* 88 y/o was devastated and greatly grieved by the death of her beloved son. She decided to have a small intermate grave site service for family. Her son life insurance policy # 10424644 is with Western and Southern Life that his mother ** ******* put her son in over 30 years ago. *** ******* is the beneficiary of the policy paying the premiums faithfully with automatic withdrawal to make sure he would never have a lapse in coverage. The funeral home was paid by Western and Southern Life from the *********** Ohio Corporate office leaving money reminding from the policy to the beneficiary ** ******* his mother 88 y/o of more than $ 8000.00. The corporate office at Western and Southern Life insurance was informed of the remaining funds and paper work was completed as requested by Western and Southern Life. The insurance company continue time and time again to delay payment with empty release dates of when money /check owe to ** ******* would be received. She has spoken with Western and Southern life on more than 5 to 6 times over the last 8 weeks and there is always an excuse or lie why she hasn’t received her payment. The Western and Southern Life corporate office sent ** ******* a letter stating her policy for money owed would be sent from the local office Western and Southern Life in Lafayette; but again, this has not happened. The ********* location stated they don’t send out checks the corporate office in ***********, OH release the checks. *** ******* has been a loyal customer for over 30 years and Western and Southern Life failed to full-fill their obligation of the contract of the policy. They have done fraudulent business. *** ******* need and deserve what is due from the policy she has paid for over 30 years. Please BBB help to make this company accountable to the customer's who they are taking advantage of at the most vulnerable time after losing their love ones.

  

  Business Response

  Date: 01/06/2025

  Western & Southern Financial Group has remained committed to our policyholders in assuring that their loved ones receive all benefits intended upon their passing. Upon receipt of a claim, we review all documents such as a certified death certificate along with records we may have on file.
  
  Our company has remained committed to our policyholders, who have placed trust in us for 136 years. Contact has been made to the beneficiary regarding the reissue of her claims check as requested, however we were unable to leave a message as her voicemail has not been set up.

  Customer Answer

  Date: 01/07/2025

  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, reasons for rejection are included 

   

  **** ******* spoke with Jackie K claims department at Western and Southern Life Corporate office Cincinnati, OH on 01/07/2025 at 12:10 pm concerning update on beneficiary claim's check. Ms. Jackie informed *** ******* her claims check was requested to be reissued on 12/17/2024 and sent out 01/2/2025 to her current address where she resides. ** ******* address was verified x2 with Ms. Jackie. *** ******* gone though this process several times and won't be satisfied until she has received her beneficiary claim check with the correct amount as promised by Western and Southern Life insurance. A email address was provided to send the discussion of today of the status of her claim check was also requested.

  
  
  Regards,
  
  **** *******
  

  

  Business Response

  Date: 01/16/2025

  Our Executive Correspondence Manager has attempted to contact *** ******* to ensure the replacement check has been received. As of today, a return call has not been received. If the check has not been received to the address provided, please contact our Executive Correspondence Manager at ###-###-#### Monday-Friday 8 a.m.-5 p.m. ET.

  Customer Answer

  Date: 01/17/2025

  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. **** ******* has received her check in the mail on  1/16/2025. 
  
  Regards,
  
  **** *******
  

• Initial Complaint

  Date:12/11/2024

  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.

  My father passed away in Aug 2020. Around July of 2022, it was discovered that my dad had an account with this company. I turned in all needed paperwork including the death certificate and Trustee of Estate Paperwork to indicate my Trustee powers. Have slowly been dragging along with no resolution of this account. I provided all the necessary information to transfer the account into an inherited IRA, but still no answers from J**** G***** or his supervisor. I sent my last email on Oct 24, 2024, asking where we were at with this account and I have yet to get any response.

  

  Business Response

  Date: 12/17/2024

  Western & Southern Financial Group offers an array of products to our policyholders. Upon review, we have found that this is a brokerage account in which our partner services Pershing holds. Additionally, Agency Manager J**** G***** believed the account was settled and has now learned that the claim is still pending. We are working with Pershing Brokerage services to obtain all forms required to close the claim. Ms. ***** should expect to receive a follow up call along with providing any documents needed to close the claim out. J**** has advised that he will remain in close contact with Ms. *****, and if Ms. ***** has any questions she can contact J**** at ************ (office phone number) or the Executive Correspondence Manager at **************. 
  

• Initial Complaint

  Date:11/19/2024

  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.

  Subject: Formal Complaint Against Western & Southern Life Regarding IRA Disbursement Dear Better Business Bureau Representative, I am writing to formally file a complaint against Western & Southern Life due to repeated delays and failures in processing an IRA disbursement that was originally supposed to be distributed in July 2024. Despite over 25 communications with the company to resolve this matter, the disbursement has still not been deposited into my designated account at ** ****. Each time I have contacted Western & Southern Life, I have complied fully with their requests for documentation and information, ensuring all requirements were met. On more than ten occasions, I was assured that the disbursement was forthcoming and would be directly deposited into my account. However, these assurances have not been fulfilled, and the funds remain undisbursed. This situation is not only frustrating and time-consuming but also poses significant financial and legal risks. As you are aware, IRA disbursements must be completed by the end of the calendar year to avoid tax penalties. If this issue is not resolved promptly, I will face unjust penalties through no fault of my own. I request that the Better Business Bureau assist in holding Western & Southern Life accountable for their inaction and repeated failures. My goal is to ensure the immediate release of my IRA funds and to prevent others from experiencing similar difficulties. Thank you for your assistance in this urgent matter.

  

  Business Response

  Date: 11/25/2024

  Western & Southern Financial Group makes every attempt to process requests in a timely matter. Upon further review, additional verification procedures were required as we make every effort to ensure the policyholders are verified. Our records show that her request has been completed and processed as requested. If *** ****** has any additional concerns, she may contact our Executive Correspondence Manager at ###-###-#### Monday-Friday 8am-5pm EST.

• Initial Complaint

  Date:09/20/2024

  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.

  my mother passed away in June 2024 she had an annuity with this company they mailed me the death claim paperwork after my sister called them informing them of my mothers death it has all went down hill from there I have called three times asking was there a problem and they said no everything was in order and check was mailed on August 20 2024 second time I called a couple of weeks later they said the other agent must have looked at it wrong that it was mailed on August 27 2024 third time I called was today September 19 2024 and they said check was sent to wrong address when I ask what address it was sent to they give me my exact address when I told him that he said oh let me look into this further he then came back and said it was sent to some off the wall crazy address so I ask for a supervisor she proceeds to tell me the check was mailed on August 21 2024 and said it was returned to them with bad address non deliverable so again after questioning her on all the different stories I ask what address it was sent to and she also told me my exact address and said they needed more time to reprocess this again and resend the check this company is playing games at the worst time in a persons life please tell me there is something that the little man can do they had no problem taking my mothers money but now tell lies and delays payment your website is full of reviews complaining about basically the same thing they are doing to me I don't understand how there rating could be so high thank you and I hope the BBB can help

  

  Business Response

  Date: 09/20/2024

  Western & Southern Financial Group has remained committed to our policyholders in assuring their loved ones receive all benefits intended upon their passing. We make every effort to pay out claims within our normal SLA times. Our policyholders continue to be our main priority, and assuring that their beneficiaries receive all benefits they are entitled to will continue to be our priority as well.
  
  We apologize for any delays this has caused. I have worked directly with the beneficiary in providing a tracking number ensuring that payment is received by the beneficiary expeditiously. The beneficiary was satisfied with our response and we have now closed the complaint. If she has any additional questions, she may contact our Executive Correspondence Manager at -###-###-#### Monday-Friday 8am-5pm EST.

• Initial Complaint

  Date:08/10/2024

  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 am a beneficiary for my brother ******* **** dob ********** before he pasted away he called to make me his beneficiary and he had 2 policies , we sent the paperwork in signed for what we thought was both policies and no one contacted us to tell us different, so we thought all was taking care of, but when my brother passed away they only sent 1 check and I called they said that policy wasn't signed to me , I have spoke with so Manet different people since all giving me different stories and they was supposed to send me paperwork to fill out to get this taken care off but I never receive it and this last time has been 2 wks still again no paperwork so I called they said give it a couple more days still nothing I'm tired of the lies obviously they did not send paperwork out . Please help me get this straightened out if you can , I appreciate it

  

  Business Response

  Date: 08/15/2024

  Western & Southern Financial Group has remained committed to our policyholders in assuring their loved ones receive all benefits intended upon their passing. Upon receipt of a claim, we review all documents such as a certified death certificate along with records we may have on file.
  
  We make every effort to pay out claims within our normal SLA times. Our policyholders continue to be our main priority, as well as assuring that their beneficiaries receive all benefits to which they are entitled..
  
  Contact has been made to Ms. ***** via phone, along with a message. Additionally, the required documents needed to complete the claim has been emailed to her address provided in order to expedite the claim process. If Ms. ***** has any questions, she may contact our Executive Correspondence Manager at ************** Monday-Friday 8am-5pm EST.
  
  Our company has remained committed to our policyholders who have placed trust in us for the past 136 years.

• Initial Complaint

  Date:08/07/2024

  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.

  Life insurance pay out.

  

  Business Response

  Date: 08/13/2024

  Mr. ***** has requested a claim payout. Upon review, we are unable to locate an insured which would list Mr. ***** as a beneficiary. Our claims management team and Executive Correspondence Manager has attempted a call and email to the client to verify this information, and both have been unsuccessful. Mr. ***** may contact our Executive Correspondence Manager at ************** Monday-Friday 8 a.m.-5 p.m. EST for assistance, as we would like to resolve any claim issues that he may have.

• Initial Complaint

  Date:07/31/2024

  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.

  My mother, *******, had a life insurance policy with W&S Life of Ohio. The policy was issued in 1935. * She died on 12/05/2014. * She had a Living Trust in which I am the sole beneficiary, & my cousin & I co-executors. * The ***** bank account I have used since my mother's death has the name of the Living Trust & my name, as sole beneficiary. (My cousin moved to North Carolina.) * I contacted W&S before the 2019 Pandemic. I provided a copy of the Death Certificate & a copy of the Living Trust naming me as sole beneficiary. W&S "lost" the paperwork. * On 6/17/2024, I called W&S. I spoke with customer service representatives P***, & then R****. Both Page & R**** told me the money had been turned over to the State of ******** as of 6/13/2023. After checking ***** ******** (no money) I found a letter from W&S dated 3/13/2024, a "Notice of Outstanding Check," for the maturity of the same life insurance policy Page & R**** had told me had been turned over to the State a year previous. The check was supposedly issued on 9/13/2023, but was never received. * I was asked to re-submit all of the forms again, which I mailed on 7/12/2024. As my cousin was a co-executor, this involved sending forms for her to sign & have notarized. * I expressed concern over the check being "lost" again. E**** H. told me the check would be sent FedEx. * The check was mailed on 7/25, via ****, even though E**** H. was told Friday morning (7/26) it had NOT been sent yet. * I filled out a form to receive interest, but then the company found a loophole so they would not have to pay it. * The check arrived today (7/31/2024.) It should have been made payable to the Living Trust, per the forms I filled out with E**** H's help. Instead it was made payable to myself & my cousin. My cousin is not a beneficiary and her name is not on the ***** Living Trust account. I cannot deposit the check without her signature. Her name should not be on the check. E**** H is the only honest employee, a gem.

  

  Business Response

  Date: 08/05/2024

  Western & Southern Financial has remained committed to our policyholders in assuring their loved ones receive all benefits intended upon their passing. Upon receipt of a claim, we review all documents such as a certified death certificate along with records we may have on file.
  
  The company will verify all legal documents and pay claims accordingly. If both an executor and co-executor’s name is listed on the legal documents, the check is then made payable to both. Upon speaking with the co-executor, it was requested that payment be made to the primary executor.
  
  The IL interest on death claim statute only applies to policies issued on or after 10/01/1977. The policy was issued in 1935 and the statue is not applicable to this policy.
  
  Dr. **** was advised that the claim is processed upon receipt of all documents. We are unable to close out any claim until all documents have been received at which time the claim is payable.
  
  As of today, our records show that the claim has been paid and the complaint has now been closed.