ComplaintsforNational Western Life Insurance Company

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Initially, when I first signed up with this NWLIC (in the mid 80s), I couldn't boast/refer enough people to company (I believe they still employ 1 lady , but seemingly use her to pacify, misinform and falsely reassure paperwork has been received/filled out correctly , and feeling badly for her). Out of the many times, I have asked the right person to call and assist me to "correctly" fill out loan paperwork (they have sent me many kinds of forms / beneficiary forms repeatedly to perhaps exhaust me and/or confuse me). I've read about their company online and it very disheartening (in fact, I see two different addresses on the return envelope it states ******, but on the website, it has a ********* , ** address). The nice lady who "helped" me with the forms many times finally returned my call (again , receiving a call back is a rarity from them). After discussing repeated paperwork submitted by me, she verbally conveyed the message everything had been resolved/ done correctly and I'd be receiving my check for my TSA loan soon (oh , waiting time changes...yes, even an extremely long waiting time for a response about the paperwork alone). I don't know what their intentions/tactics are towards customers. Perhaps their ********************** is no longer thriving; therefore, necessitating the need to update forms ("why" we need to take a loan on our money, which is now asked for on these new/latest forms received). Nevertheless, phone assistance /communication is very poor, yet 10 days later, mailing a very detailed /confusing letter: "fill out the form , not good enough". Well , if I reach those same people spitting out these letters , confusingly mailing me different kinds of forms /repeated beneficiary forms , perhaps they can assist with my loan forms, assuring me everything has been done correctly this time around? Meanwhile, I'll have the same lady "assist," once again receiving >forms, to be told do it yet again. My pension company helps me get this done. Why can't they?

  Business response

  08/21/2024

  Dear ******************,
  

  National Western Life Insurance Company has contacted the consumer and has resolved the matter. Thank you for contacting us through the BBB.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an annuity (policy # **********) with National Western Life Insurance in 2014. It reached its 10 year maturity, and I requested to cash out the annuity. Request was confirmed received by National Western no later than May 7, 2024. My receiving rollover IRA *********** was told it may take up to 45 days. That was at least 50 days ago. During subsequent calls by me or my IRA ***********, we are always put on hold for a very long time. We have been told 1) it can be up to 45 days from the time the receive the request, 2) it can be up to 45 days from now, 3) it will be at least 45 days, ... A different answer every time. The last time (last week), I was told a manager would call me back. Of course no call back.

  Business response

  07/02/2024

  Please see the attached letter outlining the steps taken to resolve this matter.

  Our records indicate that this matter is now resolved.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *****************************. I've requested annuity partial surrender from my 401 k funds I was told I want be penalized:Yet I've been having difficulty persuading NWL to release my funds. I've filled out and mailed and faxed appropriate forms at least four times..I was told my signature was questionable. Therefore NWL requested I filled forms again with notarized signature. All completed but again NWL refuses to relinquish my requested funds. I need funds due to recent financial hardship. I am over 60 years of age .When I retire at 68 will they give me all my retirement funds? I've mailed and or faxed forms since May 29, *****

  Business response

  06/24/2024

  National Western Life Insurance Company has contacted the consumer and has resolved the matter.

  Thank you for contacting us thru the BBB.

   

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive contacted National Western Life several times because of difficulty with logging in and subsequently receiving messages stating my account cannot be validated. This has been going on for weeks. I invested $100,000.00 in a fixed annuity account in 2013 and now I cannot even see my account online. Ive called, emailed, and left messages but have not received a response.

  Business response

  06/19/2024

  National Western Life has contacted this customer and resolved their login issues.

  The matter has been resolved.

   

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I cashed in my annuities (2). Received one but the 2nd one I have never received. I authorized my daughter to speak with ***** national western life insurance co. They spoke with her on several occasions and every time they give her different information as to when the check was sent out. Even telling her at one point both checks were cashed and they said they would send an email to me of the cashed checks- never received. The last thing they told us was the check was mailed out on April 2, 2024 I was told it would only take 30 days to get the check. They verified the insurance company received the paperwork from me on 01/31/2024. Please help me.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  March 25th, Called to discuss Annuity, on hold for 45 minutes. Left message for call back, no call back.March 31st, tried to access account from website. Said there was an error and needed to get a hold of IT. Re-confirmed information was correct multiple times, received same error.April 1st, on hold for 10 minutes, left message for call back. Received call back about 1 hr later, but could not answer phone.April 1st, called back, on hold for 1 hour and 25 minutes, no answer. Left message for call back. No call back over 3 hours.April 1st, called again... on hold for 10 minutes, left message for call back. Still no call back.April 2, 2024 called 3 times and left 3 separate messages for call back - No Call Backs.April 2, 2024 called a 4th time and used prompts to get to operator. Operator stated it's tax season and they are busy. Company sends one annual statement in March yearly, they should be prepared for an influx of calls. Transfered me back into queue, waited 30 minutes and left message, no call back April 3, 2024 - called again, waited on hold and decided to leave yet another call back message. No call backs and not really thinking they will.I would like an investigation of this business and its practices. Definitely NOT worthy of the current BBB rating. This should be considered fraudulent.

  Business response

  04/04/2024

  Dear ************************:

  Thank you for writing the note to the BBB.  We appreciate your feedback.   As you noted, you have spent time on hold and left messages, and then when we called you back, you were unable to answer.

  As you also noted, this is tax season.   Regarding your comment that we should staff for tax season, please know that we do in fact staff for this.   We cross train our entire customer service team to be able to supplement the call-center team during tax season.   There are approximately 3x as many of our employees working the phones from January thru mid-April as there are during other times of year.   

  If you are able to, our call center is usually not as busy during the first hour of business on Tuesdays thru Thursdays and that is one of the best times to call with little to no wait time.   

  We have passed your note on to the call team members as a reminder of the need to ensure we do our best to answer all customer calls within a timely manner.   We'll do our best to meet or exceed your expectations going forward.

  Thank you again for your feedback and please know that we take it to heart and it will help us improve our services going forward.

  Thank you.

  National Western Life Insurance Company

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i requested a full withdrawal of my annuity on 1/15/24, and have not received a check, when I call customer service they state that the request is being processed. They state that it takes 30 business days to process, it has been over 42 days, and still no check please help

  Business response

  03/18/2024

  Thank you for your letter regarding your withdrawal of your annuity.

  Your payment is scheduled to be completed no later than March 22, 2024.   If you have not received your check by March 29, 2024, please call us at ************** and we can issue a stop payment / reissue.

  Thank you again.

  Customer response

  03/19/2024

  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

  03/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have two annuities with National Western Life, one in my name, ******************************** and one in my wife's name, ***************************. The annuities have a surrender value of approximately 360 K.I decided to cancel the annuities and have the funds sent to me. Over a month ago I contacted them through their website requesting the above. An automated message claimed I would be contacted within 5 business days. having received no response by 2/26/24, I phoned their customer service no. I was on hold for approximately 30 minutes. I was advised if I left my number, someone would call me back. After waiting 2 hours with no response, I called back and again was put on hold for another 30+ minutes. I then went back to the website and requested they contact me. Again, no response. On march 5th I sent certified mail to their Hqtrs, attn *******************, their CEO. It is now March 14th and I have yet to receive any response. I just want to close these accounts and be done with this company. Anything you can do would be greatly appreciated. As I mentioned, I have tried four different times to initiate contact and have received no reply to my requests.

  Business response

  03/14/2024

  ********************:

  Thank you for the information you provided.   For security reasons, and with the increased prevalence of identity theft, we do not process account closure requests without first ensuring that we are speaking with the actual account holder.   This is for your security.

  We do not show a log where you had called, so perhaps you called a different number, or after hours, but we can't confirm.

  Please call us at ************** and we will be glad to assist you with your account closure or any other account maintenance you seek.

  Thank you again,

  National Western Life Insurance Company

  Customer response

  03/14/2024

  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,
  
  ***************************

  They finally called me back. I now have to send them a couple forms and they claim it will take 30 days to remit the money to us, so I guess I'll have to wait the allotted time and then gat back to you if they fall through on their promise.

  Thanks for your help.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5-26-23 I received a letter from NWL stating that I had not cashed checks for $23,334 sent on 10-6-22 and $21,746 sent on 10-17-22. I called and was told that the policy number referenced on the letter belonged to another customer--I found the correct number and was then told that the checks had been sent to a prior address which they acknowledged they were informed of on 5-11-21. It turned out that their letter was wrong and there was only one check that was an issue. Then I also discovered that they were supposed to have issued a check for $35,600 but they had issued incorrect amounts and, in fact, withdrew too much from my account which resulted in overpaying of taxes and loss of investment on my account. Through my/their broker *************************** of Grand Canyon Planning in **********, ** I sought correction and both they and me were met with silence and stonewalling which continues to this day. Recently, through efforts of a new financial rep they issued a correction for taxes and supposedly a correction of the investment amount but I question the details of these and all prior Required Minimum Distributions. I asked for details--again stonewalling and lack of responsiveness. I don't know what's right and what isn't but I have completely lost faith in their competence and honesty so I asked for a waiver of the surrender charge so I could replace the annuity in another company. They refused with a letter that was replete with erroneous statements. I appealed and after lengthy delay was refused again and, again, with misstatements of fact in the denial letter. All I want is for them to not penalize me for replacing the policy in another company and yet they want to force an almost 80 year old man into dealing with a company that has shown no competence, no transparency and no customer sensitivity. I suspect coverup and whether this is fraud I cannot say but it certainly stinks. Policy #**********

  Business response

  03/11/2024

  ****************:

  Thank you for your note.   We have elevated your note to the senior customer service team to conduct a full review of your policy and to ensure all the amounts and transactions are properly reflected and recorded.

  If you do decide to do an early cancellation of your account, there will be a cancellation fee that is in accordance with the terms of the policy.   

  If you move in the future, please notify us as soon as possible of your new address so that there is not any mailing errors for future distributions.

  Thank you again for contacting us.

  National Western Life Insurance Company
  

  Customer response

  03/14/2024

  Complaint: 21401969
  
  I am rejecting this response because: As usual, NWL tries to deflect blame. They had notice of a change of address months in advance of their error and the Acknowledged that they did. But that is only one of many examples of incompetence and lack of responsiveness that has led to a total mistrust of the company. They accept no accountability for many errors and lack of transparency leading any reasonable person to conclude they are covering their rears.
  
  Regards,
  
  ******* *************************

  Business response

  04/29/2024

  Dear ****************** *************************:

  In addition to writing to the BBB, you also contacted the ****************** of Insurance  (******* DOI).  The Arizona DOI has informed us that this complaint has been closed  and you have received proper settlement.   The Arizona DOI RFI/Consumer Complaint number is 62829.

  If you disagree that your matter has been settled appropriately, please respond EITHER to the BBB or the Arizona DOI and we will investigate further and ensure that your claims are handled promptly and correctly.

  Thank you.

  National Western Life Insurance Company

   

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  February 2nd 2024 - Request Forms Federal Expressed to Company at ****** address Amount of Money Invested *******, requested return 229, 000 (less surrender charge)Repeatedly delays in returning my funds with very vague timelines Asked if I could expedite the requests - Was told no by customer service agents I asked if I could email a requests to the company requesting payment, was told No

  Business response

  04/15/2024

  Thank you for the correspondence.

  The forms you submitted to this BBB correspondence are not signed.  

  Please ensure the signed forms are submitted through NWL Client Services.

  Thank you.

  Customer response

  04/16/2024

  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,
  
  *******************************

*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. ↩