ComplaintsforStandard Insurance Company

• Initial Complaint

  07/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have a company 401K program with The Standard (Smittys Slices LLC). Our accounts for our employees have over 300K in them. I can not get anyone at the Standard to help me. They will not answer calls emails or help us to continue to fund and access our employees 401Ks.

  

  Business response

  07/17/2024

  To Whom it May ******************** letter is in response to the Better Business Bureau complaint received by The Standard on behalf of *****************************. Please be advised that ****************** is a participant in a 403(b)-retirement plan sponsored by her employer, the ****************** of Miller County 403(b)Plan. The Standard provides recordkeeping and administrative services for the retirement plan and plan participants based upon information and authorization from the plan sponsor, ****************** of *************.
  
  We received a loan request from ****************** on July 1, 2024, and it was processed the same day. We experienced a delay from the custodian, ************************* in issuing the check and it was issued on July 8 and delivered via ***** on July 9th.
  
  ***************** had an existing loan when she requested the new loan on July 1. Her employer deducted the regular loan payment of $42.16 for her existing loan,however her new loan payment is not due to begin until August 9, 2024.
  
  We apologize for the delay in sending this check and we are working with ******* ****** to ensure this does not happen again. We emailed the ***** tracking number to the participant on July 8, 2024.
  
  
  Sincerely,
  
  
  Standard ********** Services, Inc. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a request on 6/30/2024 for a retirement loan. The loan was approved 7/1/2024. This is my money. It is now the 8th and the check has not been issued. And the loan payment will be deducted as soon as payroll releases funds tomorrow. So that means I will be paying on a loan I have not received. I have called the company multiple times. Now Im being told it will take 5 business days before I hear anything as to why the check has not been issued. I was also told that they have been flooded with these same complaints all morning long. I understand rich wealthy people have no worries but Im not rich or wealthy. I dont hate rich people because they are rich I hate them because they are terrible people. Hence my predicament.

  

  Business response

  07/12/2024

  To Whom it May ******************** letter is in response to the Better Business Bureau complaint received by The Standard on behalf of *****************************. Please be advised that ****************** is a participant in a 403(b)retirement plan sponsored by her employer, the ****************** of Miller County 403(b) Plan. The Standard provides recordkeeping and administrative services for the retirement plan and plan participants based upon information and authorization from the plan sponsor, ****************** of *************.
  
  We received a loan request from ****************** on July 1, 2024 and it was processed the same day. We experienced a delay from the custodian, ************************* in issuing the check and it was issued on July 8 and delivered via ***** on July 9th.
  
  ***************** had an existing loan when she requested the new loan on July 1. Her employer deducted the regular loan payment of $42.16 for her existing loan,however her new loan payment is not due to begin until August 9, 2024.
  
  We apologize for the delay in sending this check and we are working with ******* ****** to ensure this does not happen again. We emailed the ***** tracking number to the participant on July 8, 2024.
  
  
  Sincerely,
  
  
  Standard ********** Services, Inc. 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for critical illness claim on 04/16/2024, I have sent over 10 fax to them and they said they only receive one. So I decided to sent through mail including signature and now they say they have it. Now they are saying it's not enough medical information to prove my case. Now after 2 and half months now they are saying they need to request medical record directly from the doctor, trying to prolong the case. I had a stroke and it is one of the diagnoses that is approve for payment, so I don't understand why they are refusing to pay me.

  

  Business response

  07/19/2024

  Dear ************:
  
  This is in regard to your correspondence filed with the Better Business Bureau dated June 27, 2024, regarding the above-referenced Certificate.
  Our records indicate that you enrolled in Critical Illness Coverage Amount of $10,000 through the City of **********. Certificate A0693590 was issued effective January 1, 2023 with critical illness benefits to be paid at a certain percentage of the coverage amount as outlined within the Group Critical Illness Insurance Certificate and Summary Plan Description.
  On April 16, 2024, we received your completed Critical Illness Benefits Employees Statement paperwork.  The Standard acknowledged receipt of this claim by letter dated April 16, 2024 and provided claim number 00153189.
  On April 19, 2024 we received admission notes. After reviewing the provided medical records we determined additional information was needed; therefore, on April 22, 2024, correspondence was mailed to you advising the following information was needed for review of your claim:
  
  On April 23, 2024, we received the Attending Physicians Statement stating that your primary diagnosis was Central Nervous System (CNS) infection. On April 23,2024, you telephoned our ************** to check the status of the claim.  You were advised we required the admission/discharge summary and proof of moderately severe disability as a result of the diagnosis.
  On April 30, 2024, you telephoned our ************** to check the status of the claim.  You were advised we required additional proof of moderately severe disability as a result of the diagnosis. On May 7, 2024, you telephoned our ************** and were again advised that we are pending the admission/discharge summary and proof of moderately severe disability as a result of the diagnosis.
  We did not receive the additional information requested and on May 31, 2024, we sent a 2nd request for additional information. On May 31, 2024, you telephoned our ************** to check the status of the claim. You were advised we are pending the admission/discharge summary and proof of moderately severe disability as a result of the diagnosis.
  On June 5, 2024, you telephoned our ************** and were advised that we are still pending admission/discharge summary confirming a diagnosis of stroke and records pertaining to the diagnosis showing all deficits. You were advised that we did not receive a fax from you on the previous Friday. You were advised you could upload any records you have online, and you were provided the overnight and regular mailing addresses. You were advised that the most recent records uploaded to your claim were for a neurology consultation and did not include the requested records.
  
  On June 18,2024, we received another copy of neurology notes, and admission note from April 14, 2024. However, we still did not receive your discharge summary or proof of current deficits. Therefore, medical records were ordered on June 24, 2024 through our third-party vendor, from LSU ******* and ***************************. On June 25, 2024, we sent a final request for additional information.
  On June 26, 2024, you telephoned our ************** and were advised that we received some records on June 18, 2024. The representative advised they would reach out to our ***************** for more information and call you back. On June 27, 2024, a representative contacted you and advised that we still need proof of moderately severe disability and that we had ordered the records needed on June 24, 2024.
  
  On July 8, 2024,  we received medical records from ***********. At this time, we are still pending medical records from ***************************. Once received, we will resume review of your claim for Critical Illness benefits.
  
  If you have any questions, or we can be of any assistance, please call our *************************** at **************, Monday through Friday 8 a.m. to 7 p.m.Central. 
  
  Sincerely,
  Customer Service
  **********************

• Initial Complaint

  06/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to access the money from my 401k account for 2.5 months. I have called them several times to change my mailing address and have been hung up on 6 times in the last 2 weeks. I am currently unemployed and need the money from this account for bills. They are making it absolutely impossible to retrieve MY money. I have $5200 in the account and am in need of this money. They have now told me it will take ***** days to be able to just change my mailing address. Then I will need to apply to retrieve the money from the account. That will take another 7-21 days to process. That will be 4 months trying to get the money I desperately need. By then Ill be late on all bills including rent. This company needs to be held responsible for the way they treat there customers and stop messing with peoples money. I am desperate. Please help me.

  

  Business response

  07/03/2024

  To Whom it May ******************** letter is in response to the Better Business Bureau complaint received by The Standard on behalf of *******************.  Please be advised that **************** is a participant in a 401(k) retirement plan sponsored by her employer, the *** Group, **** The Standard provides recordkeeping and administrative services for the retirement plan and plan participants based upon information and authorization from the plan sponsor, The *** Group, ****  
  
  We have communicated with **************** via phone call and email in May and June regarding an address change and distribution request, including the need for The Standard to receive updated and accurate information from her employer. We followed our procedures and directed **************** on how to update her address and employment status through her employer. We understand that **************** is in urgent need of the taking a distribution. We informed her that both her address and employment status required updating before being able to process a distribution and of the process after the address change was made.
  
  We updated Ms. ******* address after receiving an employment date update from her employer on June 18, 2024.  As part of The Standards fraud prevention policy, address updates result in a 14-day calendar hold.  This allows The Standard to communicate the change to the participants old and new address in the event the change is in error or potentially fraudulent.  **************** was informed about the 14-day hold.  
  
  As of July 2, the participants requested distribution has been processed and we have provided her with the tracking number.
  
  
  
  Sincerely,
  
  
  Standard ********** Services, **** 

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased insurance for short term and long term disability both with The Standard and I was paid for the short term minus one month. I was strung along for 3 months and had to purchase my medical records myself and send them to them when they already had access to them. I was informed that when my short term was over that I would roll over to long term disability which did not happen at all. I was led to believe that it was up for review and for over 3 months without pay I am trying to get well and then they denied me and I have lost everything literally so I cannot afford counsel which they would pay if I could do that but I elected and purchased this insurance coverage through my employer in good faith and I have been totally railroaded b them. Please help

  

  Business response

  06/24/2024

  This letter is being sent in response to the complaint filed by ***************************** regarding his disability claims experience with The Standard. 
  
  In his complaint ******************** expressed dissatisfaction with purchasing medical records himself, the duration of his Short Term ********** (STD) claim, and the adverse decision made on his Long Term ********** ***** claim.  He stated that he was strung along, misled, and railroaded.  His desired outcome is for The Standard to pay his claim and to stop misleading paying customers. 
  
  There is no evidence or documentation to indicate that ******************** was misinformed or mistreated.  To the contrary, we have appropriately informed him of his status and communicated with him throughout the claims process.  Mr. ********* group policy, like most group policies, contain contractual provisions that exclude or limit benefits under certain scenarios and conditions.  Paying premiums for coverage under a group policy is not a guarantee that disability benefits will be approved when a claim is filed.  The facts of the claim need to align with coverage and eligibility criteria.  Unfortunately, we were not able to approve his *** claim due to an exclusion in the policy.  The reasons for this decision have been thoroughly explained in writing to ********************, including the right to file an appeal. 
  
  Regarding the comment about paying for his medical records, we requested his medical records ourselves from his providers at two medical facilities, which he was informed of. The assigned Analyst spoke with ******************** shortly after receiving records from the first facility to advise him that there were still records outstanding from the second facility.  In that call, ******************** advised he would ask the facility himself to email the records to us.  We later received those records directly from ******************** after he had apparently paid for them himself.  A few days later we received the records that we had requested ourselves from that facility.  At no time was it expressed to ******************** that he was required to purchase the medical records.  
  
  We continue to be in contact with ******************** to ensure his questions and concerns about his claims and policies are appropriately addressed.   
  
  I appreciate the opportunity to respond to Mr. ********* concerns. However, if you feel I have failed to address any part of the complaint, or if you have any additional questions or concerns, please feel free to call me directly.  Barring any future correspondence or contact we consider this complaint closed. 
  
  Sincerely, 
  
  *********************;
  Manager, ********** Benefits 
  ************** 

  Customer response

  07/11/2024

  I just did and the gentleman was apparently reading from notes as the records that they requested only half of the records when in fact  they needed all of the records and instead of delaying again receiving benefits that I and so many coworkers paid for weekly at our job that we hoped and prayed that we would never have to use. The main problem is that they already had the records from my short term disability. I received a phone call a couple of weeks ago from them and after seeing what they were going by it was wrong from the beginning and I am preparing an appeal to show just that. It is amazing to me even in my darkest hour fighting to live that I have to be put through this hardship. It really tells me alot about a business. I realize that insurance companies are in business to make money but be real at least in the process. This has really hurt me because of their ignorance and cost me tremously. Thank You  Ma'am.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Reference number: ******** I have been trying to get a hold of someone at the Standard for over a week regarding my missing 401k rollover check. 1) I paid for OVERNIGHT ISSUANCE of that check, and now it is over a week late. I demand that they refund that fee.2) They have failed to respond to me or answer my call when I tried to change my address, thus causing for my check to be potentially stolen. If this is not resolved through the BBB, I will be taking legal action. 3) I was placed on hold for over AN HOUR with absolutely no one answering. This needs to be addressed and NOW. I have no other options but to file this complaint, as it appears no one works there. 4) If my check was indeed stolen, they MUST enact the insurance to replace my funds, cancel the check, and send me a new one and it needs to happen NOW. This is their fault, they failed to respond or answer me with my address change, and so this is their responsibility. Thanks.

  

  Business response

  06/14/2024

  Re:ID ********
  
  To Whom it May ******************** letter is in response to the Better Business Bureau complaint we received on behalf of *********************************, a participant in a 401(k) retirement plan that The Standard provides recordkeeping services for.
  
  The participant had two separate payments processed in May, 2024, and both of these checks were not requested to be mailed by overnight delivery and therefore the participant was not charged an overnight delivery fee.
  
  We received an email from the participant on May 15th, asking if her distribution had been processed. We sent an email to the participant on May 16th to inform the participant that her lump sum check had been issued on May 14th.
  
  We received an email from the participant on June 3rd, indicating she didnt get the check and that she is moving and will need the check canceled and sent to a new location.
  
  We spoke with the participant on June 6th to update her address and process a stop and re-issued of her check.
  
  We have been experiencing longer than normal wait times to speak with a customer service representative and apologize for the inconvenience. We have taken steps to reduce this wait time. The rollover check issued on May 29th has been stopped and re-issued on June 13th and will be mailed via ***** to the participants new address.
  
  
  
  
  Sincerely,
  
  
  Standard ******************** ****
  

  Customer response

  06/15/2024

   
  Complaint: 21812322
  
  I am rejecting this response because: I STILL HAVE NOT RECEIVED IT!!!!!!!! ARE THESE GUYS A SCAM?!?!

   

  I received a call on Wednesday saying they foolishly never updated my address. I updated it AGAIN with her on the phone and she ASSURED me that it would be over night sent. 
  

  alas, it is Saturday and nothing. If my neighbors are living large with MY money, I WILL take legal action.

   

  THIS IS THE MONEY I HAVE WORKED FOR FOR A LONG TIME! SEND IT NOW!!!!!!
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My disability analyst never responds or answers my voicemails or emails. I have contacted the business numerous amounts of times over the past month with no solutions. I never get connected to management like I request all they do is "escalate" the issue up they tell me. They are not providing the services In the time frame that they state with zero communication giving any explanation on why it is taking so long. Also, I have complained about this employee multiple times and they seem to have no disciplinary policy in place because this is an ongoing issue for almost a year now.

  

  Business response

  05/31/2024

  Please see attached. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Reimbursement for dental claim. They state their payment system is down and they cannot make payments. ******************* filed claim back in October, but they changed the way the dental buildings file so the form was resubmitted in January, they told the dental person they lost my claim, and the claim was resubmitted. I received the statement of benefits in February 15, 2024 stating they are supposed to reimburse *************** ******. They still have not received payment, I called today letting them Know I paid ******************* and I'm waiting on them to reimburse them as I have been out this ****** since October 9, 2023 and they are stating their payment system is down. This is going on 2 months of their payment system being down, a resolution should have been made by now. I want either them to send me the check as I had to pay the dental office, or send the dental office a check so they can reimburse me. This needs to be resolved soon, as I cannot afford to be out this money any longer.

  

  Business response

  04/12/2024

  Here is our response for BBB complaint ID# ********.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested a payment from my 401k account to purchase my new home, which I was supposed to close on today 4/1/2024. I requested the funds 3/8/2024. On 3/11/2024 I received email confirmation my funds would be approved and processed. The check was mailed that day. On 3/26/2024, I still hadn't received the check. Upon calling the organization, I was given information that the mail was "delayed" due to **** system update. I was given information about a stop and re-issue check. By the end of the day, I chose to do that option. I was told the organization would overnight the check to me, and I'd receive a tracking number the next day. I did not receive a tracking number or any communication the next day. I continue to call daily for status updates, even though I've asked for call backs since calling them is not an easy process, I usually wait on hold between 5-40 minutes each time. On Friday 03/29/2024 I was told the check was in the "last phases of reprocessing." As of today, 4/1/2024, I have been on the phone with them twice and still no confirmation that the new check is reissued nor do I have a tracking number. I did get a call back from a manager who said HE is now following the case. In summary, my main complaints are 1) the first check is still lost in the mail and they have no tracking information on where this $17,000 check is, 2) their lack of communication with me when they knew about the **** delay, 3) marking urgent on a ************** but it not doing anything and still not having the second check or a tracking number 4) their lack of follow-up on letting me know status updates, and 5) not having any other options besides regular mail for distribution - no direct deposit or wiring money. I just want the issue resolved so I can set a new date to close on my first house. A closing that was supposed to be today, April 1, 2024.

  

  Business response

  04/13/2024

  After thorough investigation of the issues and facts of this matter, Standard found that the participant initiated the distribution request online on Friday 3/8 GOLD. Standard processed the distribution same day with a check to ********************* scheduled to mail Monday 3/11. The participant did not request overnight delivery. From Standards end, everything was processed and mailed out correctly with no issues. Standard was unaware ********************** did not receive the check until Standard was contacted by ********************** on 3/36.
  
  After speaking with ********************** and discussing her options, ********************* decided to stop payment and reissue the check. Standard began processing the stop payment on the check same day on 3/26. The stop payment was completed only 3/27. The payment was then requested and approved for reissue on 3/28, The reissued check was mailed on 4/1 and cashed by customer on 4/2.
  
  *********************** processing times for this type of request were all within normal range with no delays. It seems as though the issue in the original delay is due to requesting regular mail delivery of the initial distribution and **** having delivery issues, which is out of Standards purview and control. 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am reporting this company because it is a shell company that doesn't release loans when requested. I applied for a loan of my own money I am going on day 20 and still no one has any idea what's going on. I cant get a status update. This is a shell company no brick and mortar. They don't have any clear information. Everyday I call I get some new excuses as to why my loan is not processed. I believe its a racist thing. I get one person telling me its going to be processed the next time I call they are telling me its another excuse this has been going on for 2 weeks. They cant call other departments, you can get a firm update. Their website doesn't work and doesnt give accurate information. They Gov't needs to look into this company and their practices. They are not who they say they are and they hold people money. There has to be some federal guidelines that protects consumers like me! They dont have accurate information, they dont know what one department is going from the next. I feel like i am being racial profile because i cant get no straight answers. They have made me file for a loan twice. This company is a doing some illegal things with 401K and this needs to be looked into. This is not a legit company. They are breaking some federal laws they have to be. They take my money so easily but they are giving me so many issues to get a loan on my money they money i put into this over the past 9 years. This is my first experience with them we had another company and i am not happy and i am going to look into more ways to report this company. This is not fair they have created so many issues in my life by not giving me my money. I would like to speak to someone in a high management position. I am warning my employee of all issues

  

  Business response

  04/05/2024

  Standard apologizes for the experience **************** had when requesting a new loan from the retirement plan sponsored by her employer.  Standard provides recordkeeping and administrative services for the retirement plan, including the processing of distributions and loans. **************** began the loan request process at the beginning of March 2024 with questions on what her options were for paying off her existing loan and requesting a new loan.  Although there was much communication once she requested a new loan in mid-March, the experience she had was admittedly confusing and delayed.  **************** repaid and processed a new loan request on March 12th  and her new loan check was processed and issued on March 20, 2024.  Standard will review its procedures for opportunities to improve communications with plan participants when loan requests and payoffs are incomplete or require additional information. 
  
  Again, Standard apologizes for any inconvenience caused to ****************. 

*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. ↩