ComplaintsforStandard Insurance Company

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Provider filed a dental claim four days after, for services rendered. Standard Insurance denied claim and then lost claim ref#***** handled by *******. Now Standard is denying claim due time lapse since I changed employers. Policy #************ Member ID# ********* Date of service: 27 July 2023. Claim filed 1 Aug 2023.

  

  Business response

  03/19/2024

  Please see attached. 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 401K funds were moved to the Standard without my consent. After creating the online account, I noticed no option to roll over my funds to another company so I called. After being on hold for over 20 minutes, I was told I would be penalized $60 to roll over $228.55. Nowhere on the website is a rollover penalty mentioned. The Standard refuses to roll over my funds without charging me when I did not have a choice to even deal with this company. I feel I'm being robbed by a company I had no choice in dealing with. I spoke with a manager who advised that The Standard charges $60 for all transactions made on the account which is excessive and ridiculous.

  

  Business response

  03/25/2024

  ************* is a participant in a 401(k)-retirement plan sponsored by her employer LSO.  Standard ******************** **** provides non-discretionary administrative recordkeeping services to the plan and participants covered under the plan.  ************** processed an online request to have her account balance of $164.26 rolled over to Principal Trust Company on 3/7/2024.   As part of the online-request process, plan participants are advised on the website that a fee may apply to any distribution request and that the fee may be a combination of a distribution fee, per participant fee and processing fee and may vary based on the options selected.  On 3/7/24 Ms. ****** distribution was processed in the amount of $164.26 and reflects the application of a $ 60 distribution fee and a $6 charge for 2-months of the annual participant fee ($2 per month).

• Initial Complaint

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Standard Insurance on February 5, 24, to inform them that my ***** ********** had been closed and to provide them with my new account information. I was advised that I could send this information to them via email. I emailed them @ ****************************************** the updated ********** account information on February 7, 24. I called back on 2/8/24, to confirm if they had received the updated bank information. They informed me that they had received it and I was good to go.On February 14, 24, Standard then sent my *** benefit to the ***** ********** which I informed them had been closed. To date, I still have not received my *** benefit. I have been calling them since 2/16/24, trying to get an date as to when I can expect my funds. I had no idea that they would still send my payment to the wrong account. Someone dropped the ball and instead of them getting them fixed, they keep trying to tell me they are waiting for WF to release the funds. This cant be correct because WF advised me the funds were rejected by their bank on 2/16/24. I have been told multiple different things by various representatives. I have bills to pay I need my money. I paid bills expecting my check to go into the correct account being they were informed the other account was closed. No one can explain to me how they still ended up putting the finds in the wrong account. I need someone to get on top of this asap. All of my bills have been bouncing back and I have not been able to pay others.

  

  Business response

  03/29/2024

  Please see the attached. 

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/10/24 my daughter was issued a lump sum short term disability check for $3,120. On the same day that the check was deposited, we found out that the ins ** had issued the wrong STD dates, and that the ins ** knew about the error. I immediately called my bank and the ins **. Ins ** refused to put a stop payment on the check that they issued in error. I called the ins ** several times from 1/10/24 to 2/23/24. Every time I was told something different regarding the check in error. Finally on 2/16/24, the funds in the bank ac**unt were released so that I **uld then have a cashiers check made in the errored amount and then mail it back to the ins **. In turn, I was told by someone named ******* at the ins ** on 2/6/24 that once they received those funds, another lump sum check would be issued in less than 24 hours to my daughter for the **rrect disability dates, and those funds would be overnighted to her. She also said she would call me back- but never did. I sent the cashiers check to the ins ** priority two day mail on 2/20/24. I have **nfirmation that they received it on 2/22/24. I called the ins ** AGAIN on 2/23/24 and was told this claim had been escalated and that someone would call me by end of business that same day. I waited 5 hours for a call back. Finally- I called the ins ** myself- and was on hold for TWO HOURS- being told that no one was available to help me, and that someone will call me on 2/26/24, This is absolutely uncalled for and ridiculous. My daughter cannot pay her bills, has been on STD since 12/26/23, and has no money. Her credit s**re is now being affected. And I still cannot remedy this nightmare that this poor excuse for an ins ** has created.

  

  Business response

  03/11/2024

  In her complaint ************** voiced displeasure at the benefit amount of her payments.  She reported her benefits were not paid correctly nor in full.
  
  This Short Term Disability claim was approved on January 4, 2024. The original information received from the Employer noted a last active day of work of October 16, 2023,and medical that reflected two disability dates reflected in October and December. The claim was approved based on this information.
  
  On January 24, 2024, we received information confirming ************** had returned to work on October 23, 2023, through December 23, 2023. This oversight was corrected causing an overpayment of $1,872.00. The overpayment was paid, and the adjusted benefit amount was re-issued on February 28, 2024.
  
  I appreciate the opportunity to respond to ************** 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 will consider this complaint closed.
  
  Please contact me if you have any questions about this letter or ****************** claim.
  
  Sincerely,
  
  *************************************
  Manager, Disability Benefits
  ************************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am currently on FMLA leave and have been approved for short term disability. Claim # **KB7504. I received the letter approval from The Standard. They were supposed to cut my first check on 01/23/2024. I have made several phone calls to them with no resolution, they keet stating that a check has not yet been cut and cant tell me why. They are not returning any phone calls. I am now going on five weeks with no income and have bills to pay. I need them to cut me a check for the money they owe me.

  

  Business response

  02/15/2024

  We apologize for the inconvenience and the delay. Please see the attached timeline. 

  Customer response

  02/24/2024

  This has been resolved

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Standard has been lying to me about the processing of my claims since September 1, 2023 -- And I need my money yesterday.My claim for STD was held up for 4 months, and now my *** has been held up for 3 months for approval. The agents that I am working with continue to lie and mislead me, and/or ask me for information that was never needed. Because of the long period of time that I was force to wait of my STD, I was promised that my *** would be expedited, but ******************************* continues to change the timeline by lying about my status and The Standards processes. Your *** automated line states that its processing time is typically 5 days, but I have been told 7 to 10 days for almost a month. I am unable to pay my rent or my other bills that are due. The Standard's company standard of ignoring and dismissing customers such as myself is even more disabling!The Standards manager, ******************************* will not call me back, nor does she explain why her story continues to change whenever she does decide to call me back.

  

  Business response

  02/05/2024

  *********************,
  
  Thank you for contacting me last week and discussing your Long Term Disability claim.  As stated in our conversation, I am following up with our team and will provide a status update no later than noon today, Pacific time. I know this is a difficult time for you, and I want to help ensure that we reach an appropriate decision as soon as possible. In the meantime, please contact me if you need my assistance.   
  
  Respectfully,
  
  *************************** |Director, Disability Benefits
  The Standard
  P.O. Box ****
  ************ | ** **********
  Phone ************* |Toll free **********************
  
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This is suppose to be a disability insurance company but they are horrible and will denie you for anything

  

  Business response

  01/23/2024

  Please see the attached. 

  Customer response

  01/30/2024

  I dont understand why I can get the part of my premium back from the point where I had made payments long after my claim was presented  I spoke with the ************ ppl they said I could request that back. 

   

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Standard Insurance Company manages parental leave for my employer, OHSU. I had a baby on 10/24 and applied for parental leave I called The Standard after my son was born. I asked to be put on leave, and they said they could do that, and would be in touch. The next time I heard from them I received a rejection letter saying I had failed to provide 'proof of birth' which they never asked for. After I provided Proof of Birth, the next communication I received from The Standard was another rejection letter. This one said I was not eligible for FMLA (a federal leave program) because I had not yet worked at my employer for one year. This is true - however, I had told them that both times I called and they did not indicate in either phone call this would make me ineligible for FMLA. Furthermore, the letter said that since I was ineligible for FMLA, if I took leave I may lose my benefits. I had already been on leave for nearly a month by the time I received this letter, and had been to several doctor ************* They next contacted me to ask for an approval letter for the state-level program within twenty-five days of my son's birth (I live in Washington, which has it's own parental leave program). This is impossible, because processing times are four weeks. I told them this, and they said they would note it and not hold me to that deadline.I provided an approval letter for my states leave program as soon as I had it I next heard from the standard through another rejection letter. This letter not only stated that I had not provided an approval letter (which I had) but also stated that I had failed to meet their twenty-five day deadline, which I had twice been assured they werent using I emailed the standard and provided another copy of the approval letter, a screenshot of the email in which I originally sent them the approval letter, and another explanation of why their deadline is impossible for anyone in Washington to meet. I never heard from them again.

  

  Business response

  02/01/2024

  Dear ********************,
  We are writing In response to a letter received from your office, on behalf of the above-named claimant.  Mr. ********* Absence Claim is being managed by Standard Insurance Company (The Standard),who has been retained by Oregon Health & ****************** (OHSU) to insure their disability and leave program(s).
  We apologize for any confusion throughout the claims process and aim to provide resolution to the case.  ******************** initiated a Bonding leave on 10/27/2023.  The Standard manages FMLA and tracking of Washington PFML for *********************  Based on eligibility requirements, ******************* was found to be ineligible for FMLA due to months of employment not meeting a minimum of 12 months worked or OHSU. Thus, we requested certification including proof of birth and award letter of Mr. ******************** PFML decision.  The Standard does not manage OHSU employees Washington or ****** PFML plans, employees are redirected to applicable state administrators,and we track the decision on behalf of OHSU. This was communicated to ****************** in the written claim packet sent via mail and email on 10/30/2023.
  
  In review of the claim file, ******************** has provided both proof of birth and **************** PFML award letter, the claim file reflects an approval decision of Washington PFML tracking is approved from 10/23/2023 thru 12/28/2023.  This was communicated via letter to ******************* on 1/18/2024, in addition to his employer OHSU is aware of the approval decision.  The absence claim is closed at this time, as weve received confirmation ******************** returned to work on 12/29/2023.       
  
  
  CONCLUSION
  
  We hope that the above information helps you understand the timeline of events.  Unless we hear from your office, we will consider this matter resolved.  We appreciate your assistance. If you have any questions about Mr. ********* absence claim, please contact me at the number below.
  
  
  Sincerely,
  *************,Manager ************************************************* Center
  **************
  

  Customer response

  02/05/2024

   
  Complaint: 21092863
  
  I am rejecting this response because:

  The Standard's response contains an obnoxiously vague apology and vague insinuations that their actions were not incorrect and that I misunderstand both my and their obligations regarding leave applications. Specifically - 

  The Standard says: "The Standard does not manage OHSU employees Washington or ****** PFML plans, employees are redirected to applicable state administrators, and we track the decision on behalf of OHSU.  This was communicated to ****************** in the written claim packet sent via mail and email on 10/30/2023."

  I am fully aware that The Standard does not manage applications for ***** plans, and nothing in my complaint indicates that I think they do. In the very same information packet, they asked me for documents that could only be provided by the ***** (a ***** approval letter), and said I must provide it by 11/17. This is impossible, as approval letters take 30 days to obtain. Part of my complaint was that they should not have asked me for documentation it is impossible to provide, and nothing in their response addresses this.

  Furthermore, The Standard says "In review of the claim file, ******************** has provided both proof of birth and **************** PFML award letter, the claim file reflects an approval decision of Washington PFML tracking is approved from 10/23/2023 thru 12/28/2023.  This was communicated via letter to ******************** on 1/18/2024." However, The Standard issued multiple rejections of Washington PFML Tracking before 1/18/2024 and provides no explanation as to why they did that or any apology for doing so. I did not submit any additional documentation between my rejects and my 01/18/2024 approval, implying that these rejections were completely baseless, and 01/18/2024 is AFTER I complained to the Better Business Bureau. The Standard's response contains no explanation of these rejections, or even any mention of them, and contains no explanation of why they ignored my emails about those rejections.

  I will not accept any response unless it is clear The Standard actually understands what they did wrong and will not try to do to other new parents what they did to me.

  Sincerely,
  
  ***************************

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The standard Insurance company has been handling my long term disability claim for 3 months. I have had very little communication with them and the people answering the phones cannot give me the required information. I have spoken with my case managers (*********************************) supervisor *********************. I have made over twenty calls since Oct 5th. I have tried to file a complaint about ******** and **** but they will not allow me. I have attached a call log.

  

  Business response

  01/02/2024

  Please see the attached. 

• Initial Complaint

  12/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has charged me twice for my transfer of funds. Charged me 70 dollars to transfer my account to another entity and then charged me another 70 dollars for my RDM. This money was transferred in Sept.2023 before the new quarter started. As of December 2023 I have not received RMD check. This is a case of fraud. I will not be responsible to the *** for failure to comply for RMD for 2023.

  

  Business response

  12/26/2023

  Thank you for bringing this to our attention. The Standard has investigated your claims regarding any charges assessed with regard to your RMD and transfer of funds. After review of your file and the information presented to Standard we did not find that you were assessed two $70 fees for transferring your funds and/or processing your RMD. Only one $75 fee was assessed due to the distribution/rollover of funds, which is a customary fee.Additionally, your RMD check was processed on 9/25/2023 and subsequently sent to directly to you. Our records indicate that the check has indeed not been cashed.
  If you have additional information to provide to Standard regarding where you believe a second fee was processed, Standard is more than happy to discuss it further an get to the bottom of the issue. Additionally, if you would like to stop payment on the original RMD check and have it reissued,Standard is also happy to assist you with that.
  If there are any additional questions or concerns, please to dont hesitate to contact us. 

  Customer response

  12/27/2023

  Unacceptable. They had better send me the *** by December 31St.or Standard Insurance Company will be responsible for IRS fraud. I never received *** check.This a case for fraud.I want my dam money.

   

  Customer response

  01/03/2024

  It is January **** and I still have not received my RMD check for 2023. I spoke to Standard Insurance agent in late December 2023 about this issue.This Insurance Company needs to be arrested for incompetent and corruption practices. Today a complaint is sent to the Attorney General. 

  

  Business response

  01/22/2024

  That Standard sent two checks:
  
  Reissued RMD sent on 1/4/24, shows paid as of 1/10/24.
  

  Tax withholding refund sent 1/17/24, does not show paid yet.

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