Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 13th I called Colonial Penn to cancel my account and they told me that they would. I thought it was cancel so they didn't take out any money in October that would have been the first payment so in November they took $19.90 out my checking account I called Colonial Penn several times and they said that they didn't the young to fax over a copy of my statement to them which I did November 17 they said once they received it they will refund me my money. I called back and they assured me it was canceled I received a letter on Saturday that they will taking out 9.95 instead of 19.90 they took my husband off but not me I called yesterday and the gentleman told me I have been cancel but it will take few weeks they will have to send me paperwork for cancelation this company has been lying to me for several months I want my money back this company is a fraud please help me they have lied to me several times.

  Business Response

  Date: 12/15/2023

  December 15, 2023
  
  RE: Colonial Penn Life Insurance Company
  Consumer: *****************************************
  Complaint ID Number: ********
  
  Dear **************:
  
  We are in receipt of correspondence dated December 5, 2023, regarding the consumer named above. Thank you for bringing this matter to our attention.
  
  Since we do not have authorization to release information to the Better Business Bureau, we have mailed our response directly to the consumer today.
  
  We want to assure you of our continued commitment to provide our customers with the best possible service. If you have further questions or need additional assistance, please contact our Customer Service Department at **************.
  
  Sincerely,       
  
  ***********************
  Consumer Relations Department

• Initial Complaint

  Date:12/04/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother died on 9/15/2023 and I contacted colonial penn about a life Insurance policy she had with them. I submitted all of the documents and was told a check was mailed to me. It has almost a month and no check has arrived. Every time I call, they give me the run around and are vague about resolving the missing check. I will never recommend colonial penn to anyone!

  Business Response

  Date: 12/18/2023

  December 18, 2023
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  50 West North Street
  Bethlehem, PA 18018
  
  Insured: *******************************
  Reference Number: BBB ID Number ********
  
  We are in receipt of correspondence dated December 6, 2023 regarding the insured named above. Thank you for bringing this matter to our attention.
  
  As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.
  
  Sincerely,       
  
  *********
  Consumer Relations Department

• Initial Complaint

  Date:11/29/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business is making it impossible to file claim/collect benefits. No information given to them is good enough. Not even death certificate.

  Business Response

  Date: 12/08/2023

  December 8, 2023
  
  BBB serving Metro Washington DC & Eastern Pennsylvania
  1411 K St. NW 10th Floor
  Washington, DC 20005 
  
  Insured:***************************
  Reference Number: BBB ID Number ********
  
  We are in receipt of correspondence dated December 6, 2023 regarding the insured named above. Thank you for bringing this matter to our attention.
  
  As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.
  
  Sincerely,       
  
  *******************************
  Consumer Relations Department

  Customer Answer

  Date: 12/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:11/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My grandma left me $1,500 on her life insurance, after her passing I notify Colonial Penn about her death, and I send all the necessary documentation back in the beginning of September. I waited a month, and I did not receive a check, so I notify them. They said that the check was mailed on September 13, however for some reason the check was returned to them and that they were going to re-issue me a new check, but it would take a little time for processing and mailing so I waited. After not receiving a check in October and making several attempts to call them I still did not receive a check. I called them on November 7, and they told me that the check was mailed out on November 3 ,and that I should receive it in 10 business days and if I don’t receive it by November 17 to give them a call . I waited and I called them on Nov 21, I still have not received my check. They told me to check with the post office. I never had a problem not receiving my mail before this. My cousin went through the same experience, and her check from my grandmother and it was the same policy. My cousins name is ******* *******. She filed a complaint with you guys and had her check ***** to her literally the next day. They told me that they processed my check a few days after my grandmother’s passing. It has now been months and I have not received the check. I have had them check the address and the address is exactly what it needs to be.

  Business Response

  Date: 12/19/2023

  We are in receipt of correspondence regarding ID #********.Thank you for bringing this matter to our attention. As we do not have HIPAA authorization on file to respond to the BBB, we have replied directly to the complainant. 

  Sincerely,
  Consumer Relations Department 

• Initial Complaint

  Date:11/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is started July31 when I called the company to cancel this policy. This was way within the time frame to cancel. 7/31 talked to ******* who noted the account to cancel and cancel my auto draft for payment. He mailed a form to mail back the signed request. (form was mailed back and auto draft was cancelled)8/10 follow up called talked to **** 10:42 am they had not received it yet and was told to call back.Confirmed policy was cancelled as ******* advised.9/12 4:53 pm Talked to ****** said they still had not received and he was going to remail the form and confirm again that they policy was cancelled.9/20 Received the form and mailed 2nd form out.10/14 talked to Ray @4pm received the 2nd form and he stated it was processed 9/27 and confirmed that refunded was requested 10/17 Talked to Pat 3:53 pm She submitted the refund request again because *** did not submitted and to call back by the end of the month to follow up for the refund. She also confirmed policy cancelled per ******* and they should still honor the refund because when it was originally noted. 7/31 10/27 talked to **** went over the process again and all notes were noted and refund was being processed. Give it 8days for processing and 5 days for mail out.11/8 ***** 11:26am stated she submit the refunds and she is the one who process it and still give it the 8 days processing time and 5 days to mail. Was told I have not given the check enough time to reach me.11/14 Talked to ********* 4:23 there is not refund because written Cancellation was received after the 30days . asked for a supervisor or manager. He stated unable to get one right now. hung up with him 11/14 talked to ******* she read thru the notes stated that once again I have not given it enough time for processing. I should receive the check by 11/27. Asked for supervisor.11/14 transferred to ***** who said no refund submitted because of beyond 30day but he will submit but he could not quaranteed any refund.

  Business Response

  Date: 12/05/2023

  
  PO Box ****
  Carmel, IN *****-****
  
  December 5, 2023
  
  BBB Serving Metro Washington DC and Eastern Pennsylvania
  Attn: *************************
  50 West North Street
  Bethlehem, PA 18018-5789
  
  RE: Colonial Penn Life Insurance Company
  Complainant: *********************
  BBB Inquiry ID: ********
  
  Dear **************:
  
  This letter is in response to your correspondence received in our office regarding the above-referenced inquiry. Thank you for the opportunity to respond.
  
  In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals, except as authorized in writing or otherwise permitted by law. As we do not have an authorization on file to respond to the Better Business Bureau, we have contacted ************** directly to confirm that this matter has been resolved.
  
  We remain dedicated to providing the best possible service. If you have any additional questions or if we may be of further assistance to you, please feel free to contact our customer service department at **************.
  
  Sincerely,
  
  *****************************, ALMI ACS
  Consumer Relations

  Customer Answer

  Date: 12/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution to refund me the premium is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:11/13/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Colonial Penn in Oct of 2023 shortly after my Dad's passed. I notified them of his passing. In November 2023 I received bills threatening to cancel his policy. I called 11/13/2023 ************** and stated to the Rep that reported his passing back in Oct. And that I was the Executor of Estate. She proceeds to tell me the policy has lapsed. I said that cannot be, my Dad paid his bills on time and was at the hospital from Sept to Oct. I asked to speak to a Manager and she refused to allow me to speak to a manager and kept saying there was nothing she could discuss. I faxed over my Letter of Administration. She still stated nothing to discuss. I said this is an unethical way to do business and does she work for the devil. I got off phone and then called back and got another Rep. and I proceeded to tell her the situation. And she tells me the policy is not lapsed and that the beneficiary can call them. At this point I am very upset, confused and do not trust this company. Never would they allow me to speak to a manager. Nor would they take the contact information I have for the beneficiary. So that tells me that they are making No efforts to pay out this money. My Dad had been paying into this policy for many years, and it is unethical in how they treat customers once you have notified them of the insured passing.

  Customer Answer

  Date: 12/22/2023

  I heard from the company.  They apologized and acknowledged my Dad's policy was still active, and mailed out claim forms.   This complaint can now be closed.  Thank You

• Initial Complaint

  Date:11/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Colonial Penn refused to closed my account and refund my payment.

  Business Response

  Date: 12/11/2023

  December 11, 2023
  
  RE: Colonial Penn Life Insurance Company
  Consumer: ******************************************
  Complaint ID Number: ********
  
  Dear **************:
  
  We are in receipt of correspondence dated November 28, 2023, regarding the consumer named above. Thank you for bringing this matter to our attention.
  
  Since we do not have authorization to release information to the Better Business Bureau, we have mailed our response directly to the consumer today.
  
  We want to assure you of our continued commitment to provide our customer with the best possible service. If you have further questions or need additional assistance, please contact our Customer Service Department at **************.
  
  Sincerely,       
  
  ***********************
  Consumer Relations Department
  

  Customer Answer

  Date: 12/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because I was not notified that there was an increase for my monthly membership/subscription through Colonial Penn. Although I did move to a new address I made sure to notify the U.S Postal service of my change of address and therefore any letters that were sent to me , were to be directed to my new address. All other letters I have received when my address changed , EXCEPT Colonial Penn. 
  
  Regards,
  
  ******************************************
  

• Initial Complaint

  Date:11/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother passed away recently and held 2 policies with Colonial Penn. A claim was filed and within days my sister and the funeral home received their payout, however a month later and I still have yet to receive anything. I have talked with agents and have been assured I will receive it. It simply doesn't take a MONTH for something to come in the mail and it's obviously been lost. I had to quit my job to care for my mother as she required 24/7 round the clock care. I sold my car to help cover expenses near the end of her life. The home we lived in was leased in her name so I had to move quite abruptly after her passing, and am now homeless without even a car for shelter. I desperately need this payout and I can't get anyone there to help me. ????

  Business Response

  Date: 12/01/2023

  December 1, 2023
  
  RE: Colonial Penn Life Insurance Company
  Consumer: ***********************
  Complaint ID Number: ********
  
  Dear **************:
  
  We are in receipt of correspondence dated November 20, 2023, regarding the consumer named above. Thank you for bringing this matter to our attention.
  
  Since we do not have authorization to release information to the Better Business Bureau, we have mailed a response directly to the consumer today.
  
  We want to assure you of our continued commitment to providing our customers with the best possible service. If you have further questions or need additional assistance, please contact our Customer Service Department at **************.
  
  Sincerely,       
  
  ***********************
  Consumer Relations Department

• Initial Complaint

  Date:10/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in paper work to receive my life insurance money that was purchased by my deceased grandmother. I was told by reps that the check was mailed on on 10/3/23. Ten business days after which was 10/18/23 a rep confirmed that the check was returned b/c they made a mistake on the address and he would escalate my issue to the claims department show should have a new check to me within 5 business days. On the 5th day 10/25/23 there was still no response to my escalation. I am unable to be transferred to the claims department or anyone who can take action and help me with my issue. Every time I call another 5 business days is added on to the time I have to wait for a response or for my money to be released.

  Business Response

  Date: 11/13/2023

  November 13, 2023
  
  BBB serving Metro Washington DC & Eastern Pennsylvania 
  1411 K St. NW 10th Floor
  Washington, DC 20005 
  
  Insured: *********************************
  Reference Number: BBB ID Number ********
  
  We are in receipt of correspondence dated November 8, 2023 regarding the insured named above. Thank you for bringing this matter to our attention.
  
  As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.
  
  Sincerely,       
  
  *******************************
  Consumer Relations Department

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The colonial penn life insurance company will not pay the death claim of my mother. We have called them several times and they say they will expedite the claim but no payment. In the beginning they would say they didnt have all the information even though we sent them everything they asked for. My mother passed on August 7, 2023. Today is October 23,2023 and i just got off the phone with them. Again they said they will expedite the claim but this is what they have told us in the past but to no avail.

  Business Response

  Date: 11/06/2023

  November 6, 2023
  
  RE: Colonial Penn Life Insurance Company
  Consumer: *************************
  Complaint ID Number: ********
  
  Dear **************:
  
  We are in receipt of correspondence dated November 2, 2023, regarding the consumer named above. Thank you for bringing this matter to our attention.
  
  Since we do not have authorization to release information to the Better Business Bureau, we have contacted the consumer directly by phone today to confirm transaction processing and explain the additional information still needed.
  
  We want to assure you of our continued commitment to provide our customer with the best possible service. If you have further questions or need additional assistance, please contact our Customer Service Department at **************.
  
  Sincerely,       
  
  ***********************
  Consumer Relations Department