Complaints

This profile includes complaints for Wilton Reassurance Life Company of New York's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Wilton Reassurance Life Company of New York

  100 Center View Drive SUITE 100 Nashville, TN 37214-3439

• 

  Wilton Reassurance Life Company of New York

  P.O. Box 305136 Nashville, TN 37230

• 

  Wilton Reassurance Life Company of New York

  Nashville, TN 37230

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:01/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 father opened a whole life insurance policy with Allstate several years ago. At that time. His then wife was was listed as beneficiary. He has since divorced and move in with me ( his eldest daughter). He has been trying since 5/2023 to change the beneficiary to me. We have filled out the form and emailed it several times and each time have been told that something is missing page 2 is missing however, page 2 isnt missing, nothing is missing and in fact my last call to a customer service rep confirmed that he saw page 2 filled out correctly and that we should receive the updated policy in the mail. Since then all we received was the same old form stating we have to fill it out and send it back again. If there were something incorrectly filled out or omitted NOBODY had been able to tell us what it is. Since then Ive emailed twice- no response and called several times. The message I receive is that the office is closed .. my father has been paying a substantial monthly premium and Im now very concerned that this company has run off with his money

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have contacted the company many times. They have taken payments for my insurance policy, but keep telling me I owe them money for my policy. They have been paid to keep my policy up to date, but they keep telling me that I owe them. They have taken more money from my bank account to keep my policy up to date. I recieved today on December 2 a notice dated November 15, stating that my policy is cancelled. I have requested a break down of my payment history five times and still have not recieved anything but requests for payment. There is no upper management to speak with. They tell me I will recieve a letter in the mail. They don't have a post **** on any of their envelopes, so they can say it was the postoffices fault that the letter is almost a month behind. This issurance company is purposely trying to rid their clients who are at a greater risk of collecting on the policies issued. The broker who issued the policy tells us that he has no control over the company who took over the policy. He cannot access any information.

• Initial Complaint

  Date:11/27/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 had a life insurance policy with Allstate until they sold my policy to Wilton Reassurance Life Company of New York. PO Box **** ******* ** 52733-****. Since this transfer of my policy I have had no correspondence nor billing notices. I have called myself asking for letters and bills.I have sent in two payments and have had my checks cashed by this company. They have no record of this. They have no customer service or answers. My first check was cashed on 7/14/23 for ****** and on Nov 15 another check was cashed for the premium amount of $****** check number ****. I have now been told I have a lapse in policy as there is no proof and they are researching. At this point I no longer trust this company and I just want my premiums back. This company has a one star rating online and is a fraud. This is a policy I have had for decades and because of there shady practices have left me with no life insurance for my family in the event of my death. Its disgraceful

  Customer Answer

  Date: 12/07/2023

  I have not heard from the insurance company and I am not satisfied with their response because there has been none from them

• Initial Complaint

  Date:11/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 father has a life insurance policy thru them. My mom was the owner. I am the beneficiary. Everytime we call them we get a different answer!! All we are trying to do is get my dad as owner. My mother died in 2022!! This has gone on a year. My father is still paying the policy. Any forms weve sent have been denied! When we try calling we are told , we have to talk to the owner. For the 100th time she is dead! They even have a copy of her death certificate and they still ask to speak to her!! This is causing my father undue STRESS. I want it resolved. He cant even call to ask if his check got there because they only want to talk to my mother.. who is DECEASED.

• Initial Complaint

  Date:11/07/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Life ins policy transitioned from Allstate to Wilton. Received bill 10/25 stating due 10/18. Need to know last day to pay where no lapse. Was advised by Wilton rep on phone that there is a 60 day grace ****** and last day 12/18 but in NY grace ****** is 30 day - which is correct? Also sent request for prems due if we reduce the face amount and no reply to date.

• Initial Complaint

  Date:11/06/2023

  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.

  These guys took over a policy I had with AllState and have been a disaster. I got a notice that the transition was happening and that I didn't need to take any actions, but to be on the lookout for additional information. Never heard another word about and didn't even think about them until going through my finances and noticed that monthly premium for my policy hadn't been debited for a few months. I called AllState, they transferred me to Wilton and they said my policy was being canceled due to lack of payment. I said I've had autopay on the policy for years and never had an issue. They said their most recent attempts were declined. I said normally I'd get a notification either from my bank or THEM, in this case, that there was a problem and I would have rectified the issue. They said they couldn't continue to automatically charge my account because the name of the business changed and they'd need a new authorization to do so (well then, maybe ask for that instead of just canceling a policy?). They said they could bring it back to life if I could catch up on payments that day - which I agreed to. However, they could only accept a payment via a mailed check. So I sent it out that day, once I saw it was deposited, I called back to confirm all was fine. They said it was and the policy would be back in force shortly. The next week I get a letter saying I need to pay ahead by a couple of months to keep the policy along with a new autopay auth form. Sent the additional payment and form back. Checked and say they deposited the check a few weeks ago and called them again today. They said it's still under review and to call back in another week.This has been incredibly frustrating. The whole point of insurance is to pay for peace of mind and they have been far from delivering on that. I already filed a complaint with ** **** of ********* Services to try to get some attention on this.

• Initial Complaint

  Date:11/02/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 mom ***************************** opened an annuity contract number GA18168454 with ****************** in ****. In May of 2023, the administration of the policy was transferred to Wilton Reassurance Life Company of New York. I am her daughter ************************************* and her *** and contacted Wilton to get a full cash surrender. I sent in the *** document and the letter of diminished capacity from her doctor and was mailed the paperwork. The request was signed by me and stated *** for *****************************, it was notarized and sent certified mail on 7/11/23. I got a letter back saying it was filled out incorrectly and not signed by the owner. I consulted with the attorney helping me to apply for ******** for my mom and as advised signed my name as *** for *****************************. The papers were sent certified mail on 8/21/23. I never got a reply and called on 9/18/23 and was told the request was being reviewed. Still not hearing back from Wilton on 10/3/23, my attorney ***************************** called Wilton and spoke to ********************* (reference #sm10032024) who said the matter should have been escalated after my call of 9/18/23. He assured her he would get back to her in 2 days with a resolution and would get my moms money to me. No word from ****, ******* called again on 10/19/23 and spoke to a rep named **** who said it was being reviewed. She told me that there were over twenty complaints filed with the BBB in the past year about this company similar to mine and I should do the same. I am hoping that you can help to resolve this matter and get my full cash surrender.

  Customer Answer

  Date: 11/04/2023

  On 11/3/23 I received a letter from Wilton dated 10/27/23 stating they have issued a check for my full cash surrender in the amount of $6,071.74 , state and federal taxes were withheld as I requested.  This letter was after 5 months of paperwork submittals, sending my POA document and Dr ****** stating diminished capacity,  many phone calls from myself and more recently my attorney and had basically been given the runaround! The letter is dated 3 days after I told the last Wilton rep that I was filing a complaint with the BBB! I filed my complaint on 11/1/23. I have not received the actual check yet so I am skeptical, however, I will let the BBB know if and when I do. 

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am a senior preparing to retire and having I am a difficult time getting details or any return Emails about important questions I have. Wilton Reassurance Life company of New York purchased these annuities from Allstate a few years ago . Every time I have called to properly fill out paperwork and have questions in regards to my policy their customer service are unable to answer questions especially when it comes to payout options and any charges that would incur .For a company this size they should know first hand the needs of great customer service . Especially needs of seniors whom are ready to retire. Written assurances and payout charts should be included with any other charges or penalties to make a sound decision in payout process.. I am very suspect of this companies treatment of seniors . **************** is absolutely unprofessional and suspect to possible discrimination to seniors.

• Initial Complaint

  Date:10/12/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  In 2018, I purchased a $200,000, 20-year variable life insurance policy through *********************** Company of ********. Purchased through **************** ********, **, Agent *********************************. My husband is the beneficiary to supplement his menial pension due to his employer's bankruptcy My quarterly premium is $317.25 (Jan/April/July/Oct). On 4/25/23, I received written notice as of May 30, 2023, Wilton acquired Allstate Life and payments now sent to Wilton, *********, **. I submitted a check payment dated 6/6/23, $317.25 to Wilton. On 7/10/23, I received notice the check was returned from my bank for "insufficient funds" and payment was due. I checked with my financial institution and no such check had "bounced". on 7/12/23, I tried several times to contact Wilton at **************, the number stated on their correspondence, to speak with an agent to resolve this situation. I was on hold for no less than one hour per call. On 7/13/23, I contacted Agent, *********************************, Allstate to assist me with this dilemma. He also was unable to have anyone answer. I was informed that Wilton's website was not yet operational. *******************************, Owner Allstate, ********, ** tried to contact Wilton without success. On 7/13/23, with guidance from Allstate representatives, I sent a certified letter and a $317.25 "good faith" payment with my contact email and cell number to contact me and explained my situation and not able to even make an ":auto pay". The check was cashed BUT NO ONE CONTACTED ME. I keep receiving notices of monthly payments due, but I only owe in October (this statement not yet received). I received a 2nd notice due 8/22/23 BUT RECEIVED ON 8/28/23. Per my records, I owe for October and am current. Wilton insurance is threatening to cancel my life insurance. I am unable to reach anyone. If I were to become deceased, my husband would not even be able to reach anyone. Please have someone contact me to rectify this situation and to continue my insurance.

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Allstate ins transferred my account to this ins ************************ called and asked question about this policy, I was told it is terminated, I explained this policy is on premium waiver. and did not receive any notices. The agent ******** id # ******* said she sees the policy is under premium waiver and doesn't understand why it is terminated. I was told No supervisor or anyone in back office is available. I received no call backs, long hold times and disconnects.