ComplaintsforAmerican Memorial Life Insurance Company

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a requested letter about reinstating my dad’s life insurance policy ($10,000) current value $4,585. (3-******) Letter was dated April 5, postmarked April 15, and gave me 30 days from April 5 (May5) to reinstate with a one-time credit card payment of $483.40. I made a payment in February and watched for the payment to clear. I called to check on it and the operator said “everything looks good on our end and sometimes it can take 10 days to process. THE NEXT DAY I received a letter from company saying my payment was returned NSF. My bank said the payment was never presented to them for payment. I began the reinstatement process upon receipt in April and it is now June, well past the reinstatement date and I have been told 1)they do not take CC payments, 2) payment system is down for maintenance, 3) letter was sent in error, 4) matter has been escalated to a supervisor for a call-back, 5) I will receive a five-page packet to be signed and additional medical questions. I never received any communication, written or oral. This has become the definition of SCAM.

  Business response

  06/07/2024

  Please see the attached response. Can you also update the complaint contact for Amercian Memorial Life Insurance Company and Union Security Life Insurance Company to go to:

  **** *******, Compliance Operations Analyst

  [email protected]

  ###-###-####

  Thank you!

  Customer response

  06/14/2024

  I have received an adequate response and reinstatement of the policy in question. I am satisfied with the company’s settlement. Thank you for your assistance in the matter.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have paid over 16,000 to this company for a $950. Cremation and an $8681. Policy. I canceled my husband’s policy and all they are sending $600.01 back. It was a 15 year policy and I paid $1.700 to convert my policy to a 10 year plan. They have raised my premium more a month and say I still owe another $5,364.

  Business response

  03/22/2024

  **** ******* ***** **** ******** ** *****
  
  Business: ************
  Voice/TDD: ************
  
  
  March 22, 2024
  
  VIA ONLINE PORTAL
  
  Dispute Resolutions BBB Midwest Plains 11811 P Street
  Omaha, NE 68137

  
  RE:   Case No:         ********

   Consumer:       ***** ******

   

  Dear Dispute Resolutions:
  Thank you for allowing TruStage an opportunity to respond to our customer’s concerns shared with the Better Business Bureau. To protect the privacy of our customer, we will respond to them directly, so no further response will be sent to the Better Business Bureau.
  
  The complaint response was sent via email on March 8, 2024, directly to the customer.
  
  Sincerely,

   

  TruStage

• Initial Complaint

  04/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I asked to surrender and cash out this policy months ago. Even after acknowledging that they have all the paperwork they need to complete this transaction, I still have not received my check and they continue to fabricate excuses.

  Business response

  04/12/2023

  April 12, 2023
  
  
  Better Business Bureau
  *** * ******** ***
  **** ****** ** *****
  
  
  
  Re:         Case #:                 ********
                  Complainant:    Carol ******
  
  
  This is to acknowledge that we are in receipt of your correspondence from Carol ******. American Memorial Life Insurance takes consumer feedback very seriously. We have fully reviewed this matter and a detailed response was e-mailed directly to the consumer on April 12, 2023. In order to protect consumer privacy, the consumer has been advised she has the option to publicly share the response. A confidential copy of the response is provided for your records.
  
  If we can provide you with any additional information, please feel free to contact us at ************** or at ***********************.
  
  
  
  Sincerely,
  
  
  Brittany *********
  QA and Business Process Controls
  
  
  

  Customer response

  04/13/2023

  
  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.
  
  Sincerely,
  
  Carol ******

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted American Memorial Life on August 7, 2019 to terminate our two burial policies and request a refund of the cash value. I was told I had to wait 90 days after receiving a letter that my policies had lapsed for non-payment. The letter was never received. I put the file away until this last month. On January 4, I called and was told by Carolyn, the value of my policies and that she would mail out paperwork in 7 to 10 days that I had to complete. Nothing received. So I phoned again on 1/27 and spoke to Lannie. I asked for the paperwork to be faxed this time. 2 to 3 business days. Still nothing, so I phoned again, complained to Sean who said he would schedule a fax. As of 2/4/22 I still have not received any paperwork to get a refund for the cash value of two policies. On 1/31/22 I phoned again and William said they were not allowed to fax the paperwork. I need help.

  Business response

  02/28/2022

  Business Response /* (1000, 5, 2022/02/11) */ American Memorial Life Insurance Company takes consumer feedback very seriously. We have fully reviewed this matter and a detailed response was mailed directly to the consumer on February 11. In order to protect consumer privacy, the consumer has been advised she has the option to publicly share the response.

*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. ↩