Complaintsfor5 Star Life Insurance Company Inc

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Worst company .. I got this insurance through my job .. I got sick with vertigo and and so mental health issues .. just for them to tell me they don’t cover mental health .. I wish they would have explained that in the first place .. they said nothing about that .. now I’m stuck with 10,000 in hospital bills .. thanks 5 star insurance .. I would never recommend your business

  

  Business response

  04/13/2023

  *******************************:
  
  We are sorry to hear that you are dissatisfied with our insurance policy. Upon reviewing our records, we found that two claims filed under your policy in 2021 were denied as they were excluded under the terms of your plan. Additionally, we noted that your policy was terminated on June 30, 2021.  
  
  If you have any further questions or concerns, please do not hesitate to contact us. 
  

  Sincerely, 

  **********************;
  Attorney-Office of General Counsel 
  5 Star Life Insurance Company
  909 North Washington Street
  Alexandria, Virginia 22314

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My niece ******************************* died on July 20,2022. My name is ***********************, I was appointed as the executor of her will and I have been trying to get information on her policy and a policy she has on her daughter, *****************************. I sent the requested paper work in October, but was told they never received it. I again sent in all the requested paperwork back on December 9, 2022. To date I have spoken to 5 Star: 10/10, 12/9, 12/12, 1/6, 1/26, 2/3, 2/6; I have left messages at x2388 on 1/31, 2/2 and 2/3 with no return callback! I would like the BBB to help me resolve my issue! It is a difficult time as my niece died suddenly at such a young age, every time I feel better I have go through it again and again? I would like to get this settled so I can begin the healing process! Thank you for your assistance in advance!

  

  Business response

  04/14/2023

  **********************;
  Dispute Resolution Team Leader 
  1411 K St. NW, 10th Floor 
  Washington DC 20005-3404 
  
  RE: Complaint ID ********; ***********************;
  
  Dear ***********************, 
  
  We received your correspondence requesting a response to the Complainants concerns. 5Star Life Insurance Company (5Star Life) has provided a response to the inquiry, below: 
  
  Complainant stated that their niece passed away in July 2022. Complainant states that they were appointed as the executor of their nieces will and has attempted to get information on her policy and a policy that she had on the decedents daughter. Complainant states that they sent in all the requested paperwork to initiate the claim in October 2022, but that 5Star Life responded that they never received it. Complainant states that they sent all the requested paperwork again in December 2022. Complainant states they have spoken to 5Star Life on 10/10/22, 12/09/22, 12/12/22, 01/06/23, 01/26/23, 02/03/23, and 02/06/23. Complainant states they have left messages with 5Star Life on 01/31/23, 02/02/23, and 02/03/23 with no return call.  
  
  According to our records, the decedent applied for whole life coverage and was approved in 1999. At that time, they were the owner and payor on the policy insuring their life. Based on our investigation, the proceeds of the policy were paid to the beneficiary of record. A claim was properly made, and the proceeds were paid to the beneficiary. 
  
  We have reached out to the grandniece to make changes and updates on the policy. Whatever policy information the Complainant is entitled to will be determined by the grandniece.  
  
  If additional information is required, please do not hesitate to contact me at ****************. 
  
  Respectfully submitted, 
  
  **********************;
  Attorney- Office of General Counsel  
  AFBA/5 STAR Life Insurance Company  
  909 N Washington St  
  Alexandria, VA 22314 

• Initial Complaint

  09/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  6-10-22 sent certified letter trying to resolve issue and haven't had any results to below. My father listed his spouse which passed away and myself as secondary beneficiary. I mailed to 5Star both death certificates. When I contacted 5Star I was told claim was paid out but they wouldn't tell who received money. I requested copy of policy prior to my dad passing and it clearly showed me to receive payout. Someone changed the beneficiary but no one had "legal" POA to do this. At one point fraudulent POA was committed. I sent a Revocation Of POA to this person that stole his money, SUV, belongings. Sold his house and everything in it before I could get to intercept legally. When I requested copy of policy, no change was supplied to my dad. I have contacted via certified mail to dispute and have called every week since June. Customer claims said legal department is reviewing but this has been since June. My father passed away April. I have been trying to collect on his life insurance policy since. This person fraudulently collected and it needs to be reversed as my dad would never had given his permission to change his beneficiary to this person. I had also contacted adult protected services and filled multiple police reports against this person. I just need this rectified and I'm not getting anywhere with 5Star other than they are reviewing. Since May 9, 2022 the legal department is unavailable for comment and I can't speak to anyone and no communication from 5Star.

  

  Business response

  10/11/2022

  Dear ***** ******, 
  We received your correspondence requesting a response to the Complainant's concerns. 5Star Life Insurance Company (“5Star Life") has provided a response to the inquiry, below: 
  Complainant stated that since May 9, 2022, 5Star Life's legal department has been unavailable for comment and that they cannot speak to anyone within the department. They stated that they contacted 5Star Life's legal department via certified mail to dispute the payment decision regarding their father's life insurance policy. 5Star life confirms receipt of an appeal related to the Complainant's assertion (see enclosed). 
  We received the request for appeal on June 13, 2022. Accordingly, we confirmed receipt of that request via US mail to the Complainant's return address on July 11, 2022 (see enclosed). This confirmation of receipt letter provided that 5Star Life initiated it's de novo review of the Complainant's appeal, in accordance with 5Star Life's claim appeal procedures. The circumstances alleged in the appeal involved numerous, significant legal issues that required an extended period of review, as to ensure that 5Star Life made the appropriate determination regarding the payment decision. Upon completion of our review, we determined that the payment made to the beneficiary listed on the policy of *** **** was appropriate, based on the records available to us at the moment. 
  The decision letter, dated September 16, 2022, should have been, or will shortly be received by the Complainant to the address they provided. 
  If additional information is required, please do not hesitate to contact me at ******* « ****.com. 
  Respectfully submitted, 
  
  

• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to cancel my husband's policy for a month now and not getting anywhere. My husband, *************************, is currently incarcerated and I have POA for him until he gets out. I contacted 5Star a couple months ago to get a copy of his policy. They requested the POA paperwork so I faxed it over to them and a few days later, I received a copy of his policy in the mail. During the original call, I asked about how to go about cancelling a policy if this is what we decided to do. Was told I could call back or email his information saying that I would like to cancel. I emailed the pertinent info on 11/17 and thought it would be taken care of. It was not, as I noticed my bank account was deducted the $41.33 monthly premium on or about 12/5/21. I emailed to find out what was going on and they said I had to call. I called on 12/13/21 and was told they had no record of the POA paperwork so until they get that, they could not help me. I was irate because I had already sent it once and requested to speak to someone in charge and was told that unless I send the POA paperwork, nothing could be done. I sent an email 12/13/21 requesting contact info for a manager, along with pictures of all 5 pages of the POA, and still have not received a reply. At this point, I don't even care if I'm refunded the money they took out for December, I just want this policy cancelled so I don't have to deal with this company ever again. Please help.

  

  Business response

  02/08/2022

  We received your correspondence requesting a response to the Complainant's concerns. 5 Star  Life Insurance Company (“5Star Life”) response is provided below:  
  The Complainant stated that she has been trying to contact us to cancel her husband's policy and  that her attempts to cancel it were unsuccessful. We have reviewed the file and identified the  email containing a General Power of Attorney (POA) referenced in the complaint, sent on  December 13, 2021. The POA authorized the Complainant to purchase or maintain a life  insurance policy for her husband; however, it does not confer the power to cancel the policy.  Therefore, because the Complainant does not have the authority to cancel the policy, we cannot  accept her request at this time.  
  Once the Complainant can provide the required documentation, because the policy is a Worksite  policy, she should contact our Nebraska office at ###-###-####.  
  If additional information is required, please do not hesitate to contact me at [email protected].  Respectfully submitted, 
  Pablo D*****  
  Attorney- Office of General Counsel 
  
  

• Initial Complaint

  11/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband who is a member of the ***** National Guard and who is also currently deployed has been getting an abundance of letters in the mail asking for payment and informing him his life insurance policy has been terminated. And that he needs to call to pay to have it reinstated. The ***** NG switched carriers from **** earlier this year to *******. I would like this company to stop contacting me for payment on a policy that has been terminated with their company. And if there is anything else that can be done regarding the harassment for money especially to a soldier who is actively deployed in Africa at the present time. I've attached a few photos of letters, please note what appears to be a duplicate pic is not, its actually multiple identical letters that I received in the mail.

  

  Business response

  01/10/2022

  We received your correspondence requesting a response to the Complainant's concerns. 5 Star Life Insurance Company (“5Star Life”) response is provided below: 
  The Complainant stated that we sent multiple letters to her spouse regarding unpaid insurance contributions and a termination letter explaining the process for reinstating the policy. Furthermore, she said that the ***** NG switched carriers from **** earlier this year to ******* and that she would like that us to stop sending letters to her husband, who is currently deployed. 
  The Complainant is not the insured or owner of her husband's policy, and there is no power of attorney in our records that provides her with the authority to make decisions on behalf of the insured. Therefore, we cannot provide her with information about the policy. However, the attached letters are self-explanatory; while there was a transfer of coverage and insurance contribution to *******, we disagree with the validity of the transfer done by the program administrator, ******* ************** ******* (***) and the matter is currently being disputed. Because **** no longer received the contribution, we submitted several letters notifying the insured about the situation, that his policy with **** was in a grace period, and the steps he could take if he wanted to continue his coverage. 
  As expressed in the letters addressed to the Complainant's spouse, please contact *** at 1-800-633 8333 or the insured's ****** ***** ***** *********** if you have any questions regarding the transfer and the insurance contribution. 
  If additional information is required, please do not hesitate to contact me at *******@****.com. 
  Respectfully submitted, 
  
  Pablo D***** Attorney- Office of General Counsel 
  
  

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an insurance policy for my 3 grandchildren with AFBA (5 Star Life insurance company). I pay the policy every 3 months and sometimes this year i stopped receiving statements. I'm not sure exactly when the statements stopped. I contacted the company October 15th to fill out why my statements had stopped. I was informed my address had been changed to somewhere in ******** **, I live in *******, ** and always have since getting the policies. My first name had also been changed. I was told by a supervisor named ********* the change was made by the post office. The post office didnt make the change. I'm very concern about my personal information getting out to the wrong person. The company will not call me back concerning this matter. Is there anything the BBB can do to assist me with this?

  

  Business response

  12/10/2021

  
  We received your correspondence requesting a response to the Complainant's concerns. 5 Star Life  Insurance Company (“5Star Life”) response is provided below: 
  The Complainant stated that we informed her that her address had been changed from Memphis, TN  to Longview, TX, due to a request initiated by the postal service. However, she claims that she did  not request the change. Furthermore, she claims that her name had also been changed and expressed  concerns about her personal information getting out to an unauthorized third party. Lastly, she claims  that she has tried to contact us about this matter, but she has not been able to communicate with us.  
  On October 15, the Complainant communicated with a Customer Service Supervisor; as part of the  conversation, she was explained that while the change of address was initiated, her name was not  changed in our system. She called again that day and asked for a supervisor; after reviewing the  issue, he explained that the update might have been due to a system glitch that prompted her address  to be changed. 
  On October 19, the Complainant called again and stated that we exposed her personal information by  changing her address without her knowledge. She wanted to speak with someone above the  Supervisor and the Director. Because that is not the protocol, we did not allow her request. The  Supervisor returned her call on October 20 and explained that the address was invalid, so there was  no risk of her information being exposed. After that, she called again but did not return our calls.  
  The situation has been explained to the Complainant on multiple occasions, and we have explained  that there was no breach of personal information. Her policy information has been updated according  to the information she provided. No further action is required. We consider the matter to be resolved  and this case closed.  
  If additional information is required, please do not hesitate to contact me at *******@afba.com.

  Respectfully submitted, 
  Pablo D
  

  
  

  

  Business response

  12/17/2021

  We received your correspondence requesting a response to the Complainant's concerns. 5 Star Life  Insurance Company (“5Star Life”) response is provided below: 
  The Complainant stated that we informed her that her address had been changed from Memphis, TN  to Longview, TX, due to a request initiated by the postal service. However, she claims that she did  not request the change. Furthermore, she claims that her name had also been changed and expressed  concerns about her personal information getting out to an unauthorized third party. Lastly, she claims  that she has tried to contact us about this matter, but she has not been able to communicate with us.  

  On October 15, the Complainant communicated with a Customer Service Supervisor; as part of the  conversation, she was explained that while the change of address was initiated, her name was not  changed in our system. She called again that day and asked for a supervisor; after reviewing the  issue, he explained that the update might have been due to a system glitch that prompted her address  to be changed. 

  On October 19, the Complainant called again and stated that we exposed her personal information by  changing her address without her knowledge. She wanted to speak with someone above the  Supervisor and the Director. Because that is not the protocol, we did not allow her request. The  Supervisor returned her call on October 20 and explained that the address was invalid, so there was  no risk of her information being exposed. After that, she called again but did not return our calls.  
  

  The situation has been explained to the Complainant on multiple occasions, and we have explained  that there was no breach of personal information. Her policy information has been updated according  to the information she provided. No further action is required. We consider the matter to be resolved  and this case closed.  
  

  If additional information is required, please do not hesitate to contact me at *******@afba.com.

  Respectfully submitted, 
  

  Pablo D.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  5 Star Life Insurance Company Inc **************, Alexandria, cancelled my life insurance because of an error they made. They over charged my checking account, reimbursed me, then unfairly cancelled my life insurance.

  

  Business response

  11/16/2021

  ***** ******: 

  We received your correspondence requesting a response to the Complainant's concerns. We have  examined the matter and 5 Star Life Insurance Company (“5Star Life”) response is provided  below: 
  

  On July 20, 2021, the Complainant made four payments on our website by mistake. Afterwards, he communicated with us and said that “there were issues with the site” when attempting to  make a payment. and requested a refund of 3 x $236 (Quarterly premium) for a total of $708.  
  

  We sent Complainant a refund on July 29, 2021, and he deposited his check on August 17, 2021.  However, Complainant had also requested that the Bank reverse the online payment, which the  Bank did so (on that same date). Though **** issued a check for a “refund,” **** never  actually received any funds from Complainant’s online transactions. The **** disbursement was withdrawn from the last payments we had received from Complainant for his policy; this left  his policy short of funds and resulted in a “paid through date” of December 4, 2020, being  established for his account. Complainant did not send in any funds during the grace period to  keep his policy active, and the policy subsequently lapsed. 
  

  Because of the circumstances of the case, we allowed the Complainant to reinstate his coverage  without recertification of health. He said that he would call back to make the payment, but we  have not received the reinstatement payment to date. As explained to him, he must go on  recurring payments after making a one-time payment of $787.30 (10 x $78.73 = $787.30); after  October 4, 2021, the amount increased to $944.76 (12 x $78.73=$944.76). 
  

  If additional information is required, please do not hesitate to contact me at *******@afba.com. 

  Respectfully submitted, 
  

  Pablo D***** 
  Attorney- Office of General Counsel

*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. ↩