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:03/29/2023

  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.

  We had a death of our 28 year old daughter on July 4th, 2022. After we called them they sent paperwork and we sent it back. Every so often they would send letters requesting things like the death certificate. It took about 15 weeks for the autopsy to get back. So they have the death certificate. Police report and death certificate states ACCIDENTAL DEATH. Should be it, right?. At least the other insurance companies my other family had operated that way. Anyway I called on March 15 and left a message after almost 2 minutes. No return call. On March 22 called again. Was on the phone for almost 19 minutes before I left a message. Still no return call. Yesterday on March 28 I sent an email asking them to call me. No phone No email no nothing. Guess their gonna try to keep that money but they are close to paying 10 times that if they are not careful.. They WILL NOT communicate with me.

  

  Business Response

  Date: 10/25/2023

  October 23, 2023 
  
  We received your correspondence requesting a response to the Complainant's concerns. 5 Star Life Insurance Company ("5Star Life") response is provided below: 
  

  Regarding the complaint filed by the Complainant concerning the life insurance claim, which was within the two-year contestability period, we conducted a thorough review of the medical records to determine if the claim was payable. After our meticulous review, we concluded that the claim was indeed payable and subsequently processed full payment of the benefits. 
  

  This case has been closed, and no further action is required. 
  

  If additional information is required, please do not hesitate to contact me at [email protected]. 
  

  Respectfully submitted, 
  

  Attorney- Office of General Counsel 

  Customer Answer

  Date: 10/25/2023

  [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:02/08/2023

  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.

  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

  Date: 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

  Date:02/06/2023

  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 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

  Date: 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

  Date:09/07/2022

  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.

  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

  Date: 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,