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Initial Complaint
12/21/2022
Complaint Type:
Order Issues
Status:
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.
Since November 29, 2022 I have been contacting, by phone, American Fidelity Assurance Company where I have 3 policies. I have retired and wanted to change my payments to be directly payed by me to them and not the company that I worked for AND I wanted a statement showing each month and date of that month that payments have been made this year (2022). I have repeatedly called and spoken to people there that seem to have no idea how to get me this information. They cannot give me any information on my policy and there is no way to email them and get a response. The only option is calling them, then scheduling an appointment with their callback service, and waiting for a call back in the next few days which also results in absolutely no resolution.I would like a detailed statement of payments made during the 2022 year. At this point, they continue to tell me they cannot give me this information. These policies are mine, I have been paying on them for many years, and I would like to see what their cash value is along with begin to receive monthly statements as well as the complete information of my 3 policies.
Business response
12/27/2022
Please see attached. Thank you
Customer response
12/27/2022

Complaint: ********

I am rejecting this response because:

1. To date I have not received any **** mail or email that give me a "statement of payment due" for the payments DUE for ******* for TWO of the THREE policies I have with them. I have received ONE letter from American Fidelity for the CANCER policy and ONLY the CANCER policy specifying it is a "statement of payment due", received in **** mail on December 21, 2022. I have TWO other LIFE INSURANCE policies that I have NOT received any **** mail as a "statement of payment due" for those policies with their due date and information for "statement of payment due".

2. I have yet to receive the payment history detailing the dates of payments for ******* 2022 through December 2022 by **** mail.
3. I have yet to receive the policy monetary values by **** mail.

Until I receive all of those items, I would like to keep this complaint active since I have been trying to obtain this information since November 29, 2022 and have been unsuccessful by contacting them by phone.

Sincerely,

***********************
Business response
01/05/2023
Please see attached. Thank you.
Customer response
01/05/2023

Complaint: ********

I am rejecting this response because:
1. As of today, 1/5/2022 I still have not received any "Statement of Payment Due" for the TWO LIFE INSURANCE POLICIES that I have.
2. As of today, 1/5/2022 I still have not received ANY statement on my THREE policies (TWO LIFE, ONE CANCER) of the payments and dates of those payments for the 2022 year.

Sincerely,

***********************
Initial Complaint
11/14/2022
Complaint Type:
Billing Issues
Status:
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.
American Fidelity Health Care Spending Account I have mailed in required documentation as soon as I received a notice with a payment made to Columbus Radiology for 75.00 via online using my debit card. Card was used June 2022. Mailed in required documentation following request to address listed in Alamonte Springs, Florida. Received letter 2 months later that card was deactivated due to no receipt of documentation. Called customer service and the representative said perhaps it was lost. Sent in documentation via email with attached pdf and got message from American Fidelity that "we have received your documents." Now, new letter dated November 10, 2022 states that debit card is deactivated due to "no documentation received."
Business response
11/23/2022
Please see attached. Thank you.
Initial Complaint
10/07/2022
Complaint Type:
Order Issues
Status:
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.
I have a flexible health savings account in which they take money from my check every month and I file claims when I spend the money on eligible medical expenses.Not once, but twice I have submitted documentation from health care providers and the claim was denied. I called them and the person on the phone apologized, indicated clearly that I had provided sufficient documentation and that I would be reimbursed. Then, in both cases they called or emailed back to let me know that the claim was going to be denied.So in one case I drove to the surgery center, they reprinted the invoice and wrote in by hand the actual name of the surgery they performed and signed that in long hand. When I resubmitted that they paid. Now I am dealing with the same situation, again. I am going to have to call the optometrist and have them print another invoice and resubmit it, again, and maybe they will approve it, maybe they won't.But the real issue is that when I call, they say they will approve it, and then they don't approve it.I'm not going to upload the documents a third time, they have had them for weeks.
Business response
10/12/2022
Please see attached response. Thank you.
Customer response
10/13/2022

Complaint: ********

I am rejecting this response because:

1. I did indeed attach a copy of the bill and payment for 90 dollars.

2. This fact was acknowledged during a phone call with this business.

3. American Fidelity's representative informed me that I had complied with the necessary documentation.

4. American Fidelity's representative informed me that my claim would be processed within a couple of days.

5. Three days later I received an email contradicting what I had been told on the phone.

American Fidelity has been provided with the name of the claimant, the name of the service provider, the procedure performed, the date this occurred and proof of the expense and my payment of it.

And, to be clear, this sort of nonsense never happens with a 10 dollar claim, it only happens with claims, in this case 90 dollars, or the last time the exact same thing happened, over 350 dollars.

If you have an option, do not get into a relationship with this business.

Sincerely,

***********************
Business response
10/17/2022
Please see attached. Thank you.
Customer response
10/18/2022

Complaint: ********

I am rejecting this response because:z

First of all, this is the second time this has happened. That they rejected a claim, and then said it was OK, and then rejected it again.

Second, this only happens with larger reimbursements. If you send them 8 dollars worth of Contact lens solution they never mess around with this.

Third, what could I possible spend 90 dollars on at an optometrist office that was not a medical expense? The last time they did this nonsense the bill was for some hundreds of dollars from a Surgery Center. Maybe they thought I got a massage, or bought a chair. And again, the same process, denial, OK the claim and then deny again.

I'm resubmitting this today, again, and the receptionist actually laughed at how lame American Fidelity is, and assured me that other customers have had the same problems.

At one level, it is OK because my time is free and they have wasted hours of their own time dealing with this. They could have just approved these things, like they used to do before it was done online, but now that it's online they have become absurdly officious and inconsistent. I had this reimbursement account for over a decade and they never denied a claim when it was sent in hard copy in the mail.

So, hoping you are wasting more time and costing yourselves more money...

I perversely am looking forward to this clown car company doing this again, for the third time.

Sincerely,

***********************
Initial Complaint
09/26/2022
Complaint Type:
Customer Service Issues
Status:
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.
On August 24, 2022 I called my local American Fidelity ********* office to request the cancellation of my three policies. I was hung up on twice, and then told to talk to the **** office instead. They refused to answer/return my calls so I called the general **************** Number where I was told that both the Manager ***** and the agent who wrote my policy Pebble, would be sent an email asking them to call me back within 48 hours - which NEVER happened. Then after sending an electronic written request to American Fidelity from their website asking them to cancel my policies effective "today" 8/24/22, I received an email on August 27, 2022 from ********************* the State Manager, who stated that she would have all three of my policies cancelled. After receiving my first paycheck I noticed the money was deducted from my paycheck, a total of $106.04. I emailed ****** who stated "The cutoff for payroll is approximately 10 days prior to payroll so the cancellation request was not received prior to payroll processing and would be effective for the next payroll." Now had they cancelled my policies on the day I requested it, I would've made the 10 days - regardless I decided to wait. I have now received my 2nd paycheck with $106.04 deducted again. I am asking for my $212.08 returned PLUS interest within the next 10 business days for their negligence or I WILL PRESS CHARGES.
Business response
10/03/2022
Dear Ms. ********:
This correspondence is in response to the Better Business Bureau complaint received in
our office on September 26, 2022, filed by the above referenced complainant.
The complaint submitted by our insured states that on August 24, 2022 she sent an
electronic written request for American Fidelity to cancel her three policies and was advised that
the changes would be processed effective with her next payroll. She states that she noticed
deductions on her next two paychecks. She argues that if her cancellation was processed on the
date requested no money would have been deducted. She requests a refund with interest paid.
At American Fidelity, we value our customers and are committed to providing quality
insurance products and customer care to our valued insureds. The insurance coverage discussed
by our insured is coverage under an employer’s benefit plans. Accordingly, any changes in
coverage must be coordinated with the employer and are subject to the employer’s payroll
parameters for deductions. Our insured contacted us on August 24, 2022 requesting cancellation
of her coverages. In accordance with the employer’s rules, we submitted the requested change
to the employer on September 7, 2022 requesting her deductions stop effective September 21,
2022. The employer advised us that the changes would not apply until the following pay date of
October 5, 2022. Based on our review, it appears that all necessary steps were taken to process
our insured’s cancellations as quickly and efficiently as possible while adhering to our procedures
and that of her employer. The insured’s coverages have been cancelled and we will process and
issue refunds to her employer for applicable deductions received.
Our goal is for our insureds to have positive experiences with American Fidelity, and we
invite the insured to contact us if they would like to further discuss the situation. They can contact
our Customer Service Department at 800-662-1113.
Initial Complaint
07/18/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I have been receiving disability benefits. After Diana ***** became my claim rep she was always rude and dishonest. She stated my doctor said they were not treating me then she claimed that she reached out to my doctor which was false. Then she tries to retaliate against me by having me "investigated" they are withholding my benefit and I requested a call from her supervisor but they did not reach out to me.
Business response
07/25/2022
Respond is attached. Thank you!
Customer response
07/25/2022

Complaint: ********

I am rejecting this response because:

This is not true. I sent in documentation prior to the investigation showing proof that my physician confirming that she DID NOT say that She was no longer treating me. Also, Ms ***** stated that she contacted the office for documentation and could not reach them. The office confirmed this was also false. After I requested a call from a supervisor that is when suddenly they were able to reach my doctor. I received threatening letters asking me about jobs I had in 2009 requesting documents from before I was even receiving benefits. The investigation was prompted due to retaliation as I stated. Why would I submit documentation for my current employment when my benefits were terminated in June. I started my job in July. I was seeking employment so why would I complete a new claim form. I'm disgusted with the treatment I've received. I received another threatening letter today stating I owe almost 40k and I was reported to the department of Insurance. I would only owe money if i had received benefits this month which I did not. After filing a complaint with American Fidelity and not being contacted I've continued to be harassed for documentation .. why would I have business taxes and financial statements on a business that is not operating? They have allowed this employee to tell lies about her communication with my physician in order to withhold benefits from me because she did not like me addressing her dishonesty and her infatuation with my case that goes way beyond the scope of her job. I should have never been placed under investigation in the first place it was out of spite. They are assuming things based on social media. I also advised them in my statement that 0 income was reported for the business. And they are still continuing with the harassing letters and allegations. A supervisor needs to contact me as I requested and this needs to be dismissed. Ms ***** needs to be investigated for her dishonesty. And so should the superior who is trying to cover up her mistakes and lies

Sincerely,

Victoria **********
Business response
08/01/2022
Please see the attached. Thank you.
Customer response
08/02/2022

Complaint: ********

I am rejecting this response because:

I sent over the documentation from my doctor where she clearly stated that she did NOT ever state that she was no longer treating me. Ms ***** sent a letter to me stating that my doctor said she wasn't treating me. This was false. Then she stated she reached out to the doctor and couldn't reach them this was false. After I complained about false statements that's when the investigation was initiated. The documents they requested I do not have why would I have financial statements snd business taxes on a non operating business. Even in the letter they state they "think" I've been working. This whole investigation is retaliation. Why would i submit a new claim form if I went back to work in July. You also stated that the investigation was initiated because I said I went back to work. I did not state that until after the investigation as I started work mid July. They have allowed this employee to make false claims. And now they are telling me to call the investigator. I requested a supervisor of ***** to call me because she lied and shorted my benefits in January. The investigator stated that I could not reach him by phone and all info needed to be in writing. I'm very disappointed in my treatment. And the company continues to be dishonest on the events that occurred
Sincerely,

***************************
Business response
08/05/2022
Please see attached. Thank you.
Customer response
08/05/2022

Complaint: ********

I am rejecting this response because:
Your responses were conflicting and have not addressed my complaint. You stated the investigation was initiated because I stated I started working. I started working in July and mentioned that after the investigation was initiated as a part of my response. They still never had a supervisor contact me about the false claims regarding my physician not treating me or her stating that she could not reach my doctor. Also the short payment received in January. Your company chooses to allow a claims representative to over step boundaries , be dishonest and initiate an investigation out of spite. And make no effort to rectify the situation. Then you tell me to contact the investigator. But in writing he advised me to not contact him by phone.

BBB please advise how I can escalate as American Fidelity has reported me to Texas Dept of Insurance falsely and claims I owe them money which I do not.

Sincerely,

***************************
Initial Complaint
06/29/2022
Complaint Type:
Product Issues
Status:
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.
I took out a policy with American Fidelity through my union several years ago. Unfortunately, in February of 2022, I experienced an heart attack and had 90% blockage which required a stent being place in my heart. I submitted the required paperwork from my physician along with documentation I secured from my chart to document the said events. I have a document from American Fidelity stating I did not have the heart/stroke provision under my cancer policy, but it was a rider under my disability. Next I received a phone call from ******* on June 27, 2022 stating ********************** did not comply with the fax that was sent requesting additional documentation. On today at the time of this writing, the claims were removed on the dashboard and I made a call to the company for verification. I was told they had received an explanation from the hospital stating HIPA laws and the illegibility of the request form. The physical has submitted information but the company needs the hospital records to verify. This is totally absurd and a breach of contract.
Business response
07/05/2022
Please see attached. Thank you.
Initial Complaint
06/22/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I paid for disability insurance.I had to take mental health leave, which should have been covered.After holding out for a long time, they are now saying that my policy lapsed.I am a teacher. This was for about the last month of school. The time they owe me for has passed! Long after getting all my forms in, some time last week I got a call asking about my condition. They said that they were worried that it wouldn't be processed because of pre-existing condition (* **** **** **** ***** ****** **** ****** ** ****** ****** ****** is because of ****** and Work issues and would have occurred even without the preexisting condition. They said that should be ok and it should be processed soon. I logged in today and it says my policy is lapsed!When I try to call them it puts you on hold. it says you can get a call back if you press star. it either doesn't work at all or it starts to then doesn't accept your number no matter how many times you put it in and there is no way to hang up. It's like they are trying to infuriate and not pay people.This isn't ok!! They owe me a lot of money!!
Business response
06/24/2022
Please see attached response. Thank you
Business response
07/11/2022
Please see the attached response. Thank you.
Customer response
07/12/2022

Complaint: 17462149

I am rejecting this response because: I responded to both requests for my records asking what records specifically you wanted. I couldn't fill out the form until I knew what records you wanted. I finally called today and got that information and sent the form to you. I wasn't the one holding that up!
I won't resolve the complaint until I get my money because the preexisting condition is BS and has nothing to do with this case.

Sincerely,

*****************************
Initial Complaint
06/21/2022
Complaint Type:
Service or Repair Issues
Status:
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.
My father had this company's ************** Policy. He paid premiums since the 80's. He passed away in January this year. I was told my policy was only worth $4,000. I filled out paperwork to become owner of policy. Then I was told I needed to fill out additional paperwork to close out or surrender cash value of policy to me. Company rep. told me on June 8th American Fidelity had all papers it needed to process this claim and direct deposit funds to my bank account in **** days. I called on June 21st 2022 to see when direct deposit would be made and was told I was not the owner of this policy and I would need more information from my father's estate. On June 25th, for the 2nd time, the surrender paperwork will expire and I will have to wait for another quote on claim and file surrender paperwork for a 3rd time. Supervisor at AF said it has not been much time, but July is 6 1/2 months since my father's death. I don't know what insurance considers timely, but I'm sure my father was not allowed to pay his premiums 6 1/2 months late
Business response
06/27/2022
Please see the attached response. Thank you.
Initial Complaint
03/24/2022
Complaint Type:
Billing Issues
Status:
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.
American Fidelity processed a claim in the incorrect account and sent me an email saying: "our processing team will allocate the claims correctly". They debited my ************** account instead of the **** I believed there was going to be an accounting adjustment, however, they instead placed a stop payment on a check I had received without informing me. My bank charged me $15 because they denied the funds 1 month after my deposit. I called them, and they told me there was nothing they could do. After much insistence, I was told they will look into it. I should have not been charged, they could have asked for that monies reimbursed, if that was the case. Please help?Thanks,*****
Business response
04/01/2022
Please see attached response. Thank you.
Initial Complaint
02/22/2022
Complaint Type:
Service or Repair Issues
Status:
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.
Both my husband and I have been policyholders/plan care flex customers for many years. In the past few years our customer service concerns have kept increasing. The latest concern has been ******* life insurance policy. She has called for the past four months trying to get the forms to surrender/cash out the policy to no avail. The latest call was last Thurs.(Feb. 17). The wait on hold continues to increase with each call, so a call back number was left. The recording said they would return the call before the end of that day. We are still waiting for a call. We were told the forms were mailed in November when the first call was made. On the calls after that we were told that they would mail the forms again and send them by email. We still haven't received them. We have gotten other communications from them by mail and email, so they have the correct contact information. Our other concern is our Flexible Spending Account. Up until the past few years we were able to get payment in a fairly decent amount of time. It takes weeks if we mail the claims now. But, last year I mailed three separate claims in separate envelopes. Two were paid after calls were made. The other was lost by them and had to be resubmitted. Calls were made about that claim, but there was no record of it. Each time we call we are on hold for an hour or more. We make notations of the calls with dates. Claims were submitted by phone but it was difficult to get all the information in a phone picture. I submitted the claims again, later, but they were denied. Another claim was denied last year that I called about. It was in the proper timeframe, so I have never understood why. Basically, they have no customer service anymore. We could not recommend them to anyone in good conscience.
Business response
02/28/2022
Please see attached. Thank you

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