ComplaintsforWestern & Southern Life

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint stems from a previous complaint that the BBB was able to have the business resolve within a day! My father, ******* *****, passed in NY in January of this year. A bank, ***** ******** ** ** had a checking account and annuity that he had purchased. (the checking account is now closed and that money in the Estate). They started a claim with Western Southern, who have never called me, never spoken to me, and have: sent over their claim packet, demanding an original death certificate that will not be returned had the incorrect beneficiaries on the annuity their employee **** ************ never answers his phone or returns calls they have no email contact for their claim adjusters upon sending in all of this paperwork, they send me another packet advising that they messed up and there are actually 2 beneficiaries (which I told the bank and the bank told them) and they now want me to send another original death certificate and do an entire new claim package they will not answer their phones, the department has no listed contacts or supervisors I have advised them I am not sending them another original death certificate as they have one in their file I have advised them that their error is not an acceptable reason for such a massive delay in sending this check Additionally , this annuity should have been continuing to grow during the last five months I have been trying to attain the TOD and they have refused to release any of the funds or the information. I have sent contact emails on their website, I have called their customer service line, I have sent messages to their social media accounts, with zero response from the correct department. I want this claim processed by Tuesday, understanding it is end of business on a Friday going into a holiday weekend, and the check in my mailbox to provide to my mother and I by Wednesday. The total annuity is 77,911.46, 50% to myself, 50% to my mother.

  

  Business response

  05/30/2024

  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, 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.
  
  Our company has remained committed to our policyholders who have placed trust in us for the past 136 years. Contact has been made to the beneficiary and any benefits that he or she is entitled to has been made. 

  Customer response

  06/03/2024

  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. 

   

  Please be advised that, thank you to the assistance of the BBB, the annuity asset I have been chasing for two plus months was received today from western southern via *****. In less than one week from my making a BBB complaint the company took care of what they could not do on their own devices in months
  

  Thank you!!
  *** ***** 
  
  
  

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/2/24, I submitted, via email, a request for a partial withdrawal ($50,000) of the cash value of my VUL. I've had the policy for 22+ years. On 4/4/24, ******** **** completed the transaction and withdrew the money from my account. On 4/5/24 they claim to have sent the check (I have an email from their client services team making that claim.) On 4/10/24, I received by US mail, a paper statement confirming the withdrawal and balance change. (I was expecting the check to accompany the statement update--it did not). The next day on 4/11/24, I received another full statement updated from ******** **** via USPS mail. Still no check. I call the client services support number and was told again that the check mailed on 4/5/24 and they couldn't stop payment on the check until 10 days had passed. Today 4/15/24 (10 days from the date they claim to mailed the check) I again called to let them know that the check had not delivered. Now they’re claiming that the check didn’t mail until 4/8/24 and the time span is 10 WORKING days! I am located in ******** and they are located in Cincinnati. That is the same USPS zone with an expected delivery in 3 days. I have already received 2 different mailed statements from them via USPS since the transaction was executed on my account. I checked with the USPS and they had no reported problems in delivery for mail delivering to Westerville from Cincinnati during this period. It is my sincere belief that due to the size of the disbursement they are delaying for as long as possible sending my funds even though they’ve removed the funds from my account.

  

  Business response

  04/19/2024

  ******** Life processed the client’s withdrawal request on 4/4/24. A check produced 4/5/24 to be mailed to the client. *** ****** called 4/11/24 and was told the request was processed. On 4/12/24, *** ****** called to check on the status of the withdrawal request and was told that we could not stop payment and reissue the check until 10 business days. The 10th business day was April 19th. On 4/16/24, ******** **** reached out to *** ****** to confirm the check had not been received and we can stop pay and re-issue.
  
  On 4/17/24, a stop payment was placed on the check. A new check was sent overnighting via *** ** on 4/18/24.

  Customer response

  04/22/2024

  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, reasons for rejection are included below.

  I provided evidence of an email from the ******** **** Client Service, dated 4/11/24 stating,  “The check was mailed to your home on Friday, April 5 2024.” Which contradicts the response provided by ******** **** Insurance, “A check produced 4/5/24 to be mailed to the client.”

  When I called on 4/11/24, I was then told that the check was mailed on 4/8/24 (following Monday). I was not told that the check was “processed” as indicated in the ******** **** Insurance response. I was also told that the check couldn’t have payment stopped and reissued for 10 days, and not “10 business days”.

  On 4/18/24, I received a check from ******** **** Insurance in the mail POST MARKED AND METERED ON 4/16/24! WHICH WAS THE SAME DAY THEY RECEIVED NOTICE OF MY COMPLAINT AND 8-11 DAYS AFTER THEY CLAIMED TO HAVE MAILED THE CHECK! Image of check envelop provided.
  
  Regards,
  
  ****** ******
  

  

  Business response

  05/06/2024

  ******** Life processed the customer's request on 4/4/24. The check produced overnight. Due to the withdrawal amount, the check had to go through a quality review and needed to be signed off by management before being mailed.
  
  Management approved the check on 4/11/24, and sent the check for mailing. It is a ******** **** procedure that will stop payment and reissue check 10 business days after it was produced. The 10th business day was 4/19/24.
  
  On 4/16/24 ******** **** reached out to the customer to confirm the check had not been received, and we can place a stop payment on the check and have it reissued.
  
  On 4/17/24 a stop payment was placed on the check. On 4/18/24 a new check was sent overnighting via *** ** tracking #**** **** ****.

  Customer response

  05/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while their story continues to change each time it was told, and their story doesn’t match the records I have in an email from their service department or the postage meter date on the mailed check, I have received my money and do not wish to spend any more time dealing with this matter.
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Western & Southern has not paid out death benefits. We have contacted them several times about payment and it is always some accuse for the delay. They state that they have mailed letters, but we have not received any (as stated by several others on this site). First they say that they had the wrong D.O.B. (as stated by others on this site), then after supplying the required documents, they now it's they have to readjust the value and will take time. Really, have long does it take to enter the corrected D.O.B and have the computer instantaneously give adjusted value. This is just a consistent stall tactic. Their excuses seem to follow a pattern of other complaints for delayed payment or not paying at all. I see a class action brewing!

  

  Business response

  04/19/2024

  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. If a date of birth is different than what is listed on the death certificate, this could result in either additional funds payable to the beneficiary or, it may result in a reduction of benefits as stated in the contract due to incorrect date of birth.
  
  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. When this occurs, manual calculations are required.
  
  Our Company has remained committed to our policyholders who has placed trust in us for the past 136 years. Contact has been made to the beneficiary and any benefits that he or she is entitled to has been made. 

  Customer response

  04/24/2024

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

• Initial Complaint

  03/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have a life insurance policy with Western-Southern Life, Policy Number ********, Policy Date: 3-18-02, Face Amount $1773,387 with a Cash Surrender Value of $45,677.63. On February 28, 2024, I requested that a check in the amount of the Cash Surrender Value of $45,677.63 be mailed to me. I made this in-person request through Ms. Roma K*********, a Registered Representative of Western-Life st their offices at **** ** **** **** in Rosemont, IL. To date, despite repeated requests through Ms. ********** in the Rosemont office and the company headquarters in Cincinnati by phone to ************. I have not received the check. I have been told that the check was mailed on March 6, 2024, and since I have not received it, it must be lost in the mail, so they will put a stop order on the check and issue a new check to be mailed. I have not received the new check either. I have been getting the "run-around," for so long, I suspect there is fraud here. surre

  

  Business response

  04/04/2024

  Upon review of Ms. ********** complaint, we have found that the delay was not due to Western & Southern Financial Group’s error. When a request is submitted, the policy owner provides the address for any surrender checks to be mailed in which we complete per the client’s request. We found that the check was mailed to the requested address, however after speaking with the client along with her friend, the client resided out of the country and may have placed a hold on her mail for a period of time. Some of her mail was delivered to the address, however the USPS mailed the check back to our company, which we received on March 28. After speaking with the client on March 28, I advised that a replacement check would be mailed back via FedEx and a tracking number would be provided.
  
  After review, we have found that a replacement check was mailed the same day the check was received and re-sent to the client on the same day. The client may have received a replacement check as of today, however a voicemail was left on April 3 to verify receipt of the check. If Ms. ******** has any questions, she may contact our Executive Correspondence Manager at ************** with any additional questions. She was also advised to verify with her local USPS office that her mail will not be returned to sender.

  Customer response

  04/10/2024

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

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Several weeks ago, my family received a letter with Western Southern letterhead indicating a match with the Social Security death file had found a policy for my grandmother. My grandmother passed away in 1992. The letter has a reference number and indicates it came from one ***** ******, Claim Examiner. The issue is that all attempts to verify the validity of the letter have failed. Several phone calls to Western Southern have proved unproductive. I can't reach a human being. Emails to Western Southern Life have gone unanswered or have sent me on wild goose chases. I wish to receive a legitimate email with valid information as to how to reach either a claim examiner or the fraud department, whichever is appropriate. I have attached a copy of the letter in question. Any help you can provide would be greatly appreciated as this is quite upsetting to me and my family.

  

  Business response

  03/26/2024

  Western & Southern Financial has remained committed to our policyholders in assuring that their loved ones receive all benefits in which their loved ones intended. The company receives reports periodically which would show if an insured has passed away, and the company had not been notified.
  
  Our claims department has reached out to the complainant and advised of next steps needed to continue with any claim. The information has been provided to us, and we will work with any beneficiary in which the claim is to be paid.

  Customer response

  03/26/2024

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

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The motto that you help when needed is a joke. I am literally pulling my hair out I'm so frustrated. My mother (****** * ********) passed away 11/27/23. As of today 3/5/24 I still have not received her death benefits. I have called several times and spoke with several regarding issue. The resolutions' was to place stop pay and reissue check. I requested expedited services as ETF, send overnight, express, wire transfer, and other methods. Was advised of 7-10 bus days. I have not purchased her urn and other keepsakes for my family. We cannot grieve properly. I have no funds to pay bills as I was her home health aide and currently unemployed. I am unable to handle her business. I called today and was told they forgot to put my apartment number and I must continue to wait. Ridiculous lies. This is theft until it has been resolved.

  

  Business response

  03/08/2024

  Western and Southern Financial Group takes pride in providing services to our policyholders and being there when they need us most. When claim forms are received from the beneficiary, our goal is to provide any payments due to take care of final expenses upon receipt of forms that are in good order. If an address is not correct, unfortunately this could delay the claim.
  
  Our records show that a stop payment was completed and a new check was mailed to the updated address provided by the beneficiary on March 6, 2024. We ask that you allow the USPS 7-10 business days for receipt. We would like to apologize for any inconvenience this has caused and offer our sincerest condolences to the family. If there are any concerns, you may reach out to our executive correspondence manager at ###-###-####.

  Customer response

  03/08/2024

  Better Business Bureau:
  
  Thanks  
  
  **** ********
  

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been attempting to claim a death benefit about my mother ****** ****** ***** ***** ** ***** ***, ** ***** who died January 13, 2022. I have submitted multiple forms only to be sent the same form over and over again. Then they said when she tried to change us to the beneficiaries it did not go through. Moving on they then wanted and affidavit notarized, which I have done. I have sent over five certified copies of my father's death certificate, mother's death certificate and also my marriage license about my name change only to be yet again sent the same form to be filed out. I don't understand why they are holding this up, but it had only added to our grief that they don't care about in the least. I have been trying to get this resolves since April of 2022. I have no idea what these people are doing, but they obviously are treating this money like it belongs to them and it does not. The police number is *********10

  

  Business response

  01/24/2024

  We would like to offer our sincere condolences to the family. Western and Southern continues to provide comfort to our policyholders in being there when their families need it most. Our records show that forms were received on the claim as mentioned by Ms. ******. After further review, claim forms were received and reviewed and were in good order. We would like to offer or apology for the delay and assure Ms. ****** that this matter has been taken care with urgency. Our Executive Correspondence Manager has reached out to Ms. ****** via phone and she was provided all information pertaining to her complaint. 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am getting checks from a WESTERN & SOUTHERN LIFE at *** ******** ********** ** **********. They have my First Name and my address on the envelope and I open it with out looking that it had the last name of PAGE on it and not **** and I have been calling them to let them no but nothing is being done. I have received early November, than another came early December. Called again told to shred it also and they weren't sure why my address was on it but if anymore come to shred them..Well around a week before Christmas two came in the mail same day!! I am sure someone would like their checks IF THIS ISN'T A SCAM OF SOME KIND. How hard is it to take my address off their computers and find the right person? Yesterday another one came, postmarked Dec 27th. I do not want to keep getting theses and shredding them. I am old and I do not like the fact my address is in their computers and I don't know how it got there. We have lived her over 5 years and bought the house from the original owner who built it in the 80"s . I don't know anyone by the name of ******* **** or ever had anything to do with Western & Southern Life and if this is how they do business I would never have anything to do with them..So if you could please help me get my address out of there system I would be so grateful. Call there you are on hold forever then after tell a human the problem they sift me from one to another and nothing is being done. Pleas help me. Thank You ******* ****

  

  Business response

  01/10/2024

  Western & Southern Financial Group provides services for various pension plans. Our company has continued to remain diligent in keeping our policyholder’s privacy our top goal. When policyholder’s move residences or their personal information changes such as a phone number, we encourage the client to contact our company to update our files.
  
  We appreciate Ms. **** for bringing this to our attention. After further research, we have located the correct policyholder and have spoken with her to update our records. Ms. **** may shred any checks received as a stop payment has been completed. We apologize for any confusion this has caused.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dad paid the premium on this policy for many years. He died in 2016 and we just found the policy in his belongings. I reported the claim to the company on 11-20-23 and as of 12-21-23 (today), I haven't even had confirmation or acknowledgment from the company. It is a very small policy of $1,400 so there shouldn't be an issue.

  

  Business response

  12/28/2023

  We would like to offer our sincere condolences to the family. Our records show that forms were emailed to *** ***** on December 19, 2023. Upon phone contact with *** ***** this morning, he has advised that he did not receive the documents and requested we resend the forms, which we will email to the requested email address. *** ***** has a contact phone number should he have any issues with filing the claim. Additionally, in order for the company to make payment on claims, proper paperwork is required along with a certified death certificate. 

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/14/2023- I have contacted the company on several attempts. My wife and I, spoke with them on those attempts. I was locked out of my online account because I had changed my phone number. The website was unable to send it to my current phone number. I called and spoke with several representatives including a manager. I provided all my information. Then, they claim that in order to access my policy, they had to ask a series of questions. I asked why when their online portal don't even ask me questions etc. The representatives and manager claim, they access the public's DMV records and Credit file. They use this information to ask me a series of questions that must match up with DMV records and my credit file. This was all to change the phone number. The manager insisted that they are a financial institution that has the right to ask a series of questions that match our DMV records and credit information. I asked who gave them permission to access DMV records or credit files when a consumer would have to provide that information. The manager claims, that's their procedure and the company's right. I requested a copy of the recorded call. THe manager refused. The manager insisted that the information on our credit report should be up to date in order for their system to access our DMV and Credit information to ask a series of questions so they can access our policy. I am furious that as a consumer they can access our personal information without consent.

  

  Business response

  11/20/2023

  Western & Southern Financial Group takes its privacy responsibilities seriously and is committed to treating you and our millions of other customers fairly and with respect. 
  
  Safeguarding our policyholder’s information is a critical component of our promise to customers, policyholders and ourselves. When a policyholder is unable to confirm their account information, we leverage a third party to help us verify their identity. These authentication procedures are specifically designed to protect our policyholders and prevent bad actors from gaining access to their personal information. The information used during this process is collected by the third party, used only for identify verification, and not added to our policyholders’ files. Our own data sharing practices are outlined in our privacy notice, which we provide to all of our policyholders. Policyholder may limit our sharing of certain data by contacting us at (**** *********     
  If you would like to discuss further, please contact our Executive Correspondence Manager Erica H****** directly at ***************

*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. ↩