ComplaintsforNational Guardian Life Insurance Company

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been paying for burial insurance for at least 30 years through ***************** who was then bought out by Settlers Life Insurance Company ( a member of the *** Group). My **** is due once a year in October. They have always sent the **** like a week before due. so come Oct 1st each year I have become mindful of looking for it. This year I did not receive. I called. Their pre recorded message said receiving bills were delayed because of post post office delay issues. So I waited. By end of October I was calling every day. Never to get through to live person because of their high volume of calls. One day I actually got a message that said to leave number and they would call you back. I did this but then missed their call due to being in shower. I called number they left which was same number I had been calling. My calls have resulted in being on hold for up to hour before I have to hang up. I have been unable to get message again telling me to leave my number. Here it is ******* and my **** was due in October. When I try to pay my **** online it does not recognize me/policy number. I do not want to loose this insurance I have been paying for almost 30 years and my mother paid for before her death for probably 15 years because they wont send me a ****. Help me please. I am including a copy of very old **** which includes my policy number.

  

  Business response

  01/04/2022

  Thank you for reaching out with your concerns.  I have looked at your policy and see that this policy actually Lapsed in October of 2019.  See attached letter.  This is that last correspondence noted on this policy.

   

  BBB - Please note this issue is related to Settlers Life Insurance Company.  As such, it should not be listed within NGL's profile.  Thank you.

   

  *********************

  AVP Compliance

• Initial Complaint

  12/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This Life Insurance company is a scam. I've been trying to reach them since October 7th, even having the funeral director email them. I haven't heard back and my father paid his into his policy for years, I have his bank statements going back 2016. My father is now deceased, and the company doesn't talk to you, therefore you can never file a claim.

  Customer response

  12/04/2021

  NGL National Guardian Life Insurance Company is the parent company itbwas transitioned to 4-03-2019, i have a letter my father kept with his notes.

  

  Business response

  01/04/2022

  Thank you for sharing your concerns.  I apologoize for the issues you had reaching someone at Settlers Life.  I have reviewed the insureds file and see that information on filing a claim was sent to **************** on 11/8/21 as well 12/8 and 12/21.  I have attached copies of that correspondence for your reference.  I do not show that we have received the completed claim forms.  Once received, the claim can be processed and the available death benefit can be paid.

   

  Thank you,

  *********************, AVP Compliance

• Initial Complaint

  12/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've had a insurance policy with settlers life for over 4 yrs but they sold the company to national guardian life . So when i called to see if i could file a claim if needed they will not answer or call back. Ive been trying to contact them for 4 months with no response. I feel like if im paying them insurance money i should be able to contact them when needed.

  Customer response

  12/02/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Consumer states he still has not heard from business. 

   
  Regards,
  
  ***************************

  

  Business response

  12/02/2021

  Thank you for sharing your concerns regarding the issues you've had in reaching Settlers Life Insurance Company.  I have reviewed your policy and see that we sent you confirmation of 11/23/2021 regarding your policy inquiry.  You had indicated you would like to surrender the policy.  The attached document has been sent out to you.  The policy is currently paid to 11/28/2021.  If you would like to retain the coverage and have additional questions you can reach out to me directly at ***************** and I will have someone get directly in touch with you to answer any questions you have.  Thank you.

  Customer response

  12/02/2021

  [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,
  
  ***************************
  

  

  Business response

  12/02/2021

  I'm not sure why this is showing up as a rejection.  the note states the complainant found our previous response satisfactory.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Can not get the company to return call about my life insurance policy that I have had for many years. I have been trying to reach them and leaving messages for a call back for two weeks now. No response. Please help. I am 94 yrs old and my daughter is helping me but we neither one can get anyone to help.

  

  Business response

  11/17/2021

  Thank you for sharing your concerns regarding the issues you've had in reaching SLI's customer service area.  They have experienced some large call volumes but it should not have taken such a long time to reach someone.  I have looked at your file and do see a notation requesting a verification of coverage along with a change of beneficiary form dated 11/16.  Those documents should be on their way shortly.  Should you have any further issues reaching anyone you may contact me directly at ***************** and I will have someone get in touch with you.  Thank you.

  *********************, AVP of Compliance

• Initial Complaint

  11/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've been with life insurance group for approximately 10 years or more paid them every month, I am currently on ssidi and for the purpose of making sure my love one's and myself to have our lives in order.Now that the pandemic has changed lots of people lives. I'm now facing accusations that I have not paid , my policy has laps, I've missed several month's ect.I then had to go get a new policy and requested that ngl give me my money back. No word from them in n supposedly they are investigating and still no response. Who pays .for nsurance policy for years and then decides to just say " hey I'm not going to die so let me not pay anymore? I might have been born at night but it was not last night.All I want is my money

  

  Business response

  11/16/2021

  Thank you for sharing your concerns regarding you policy.  I have reviewed your information and find that your policy was issued in 2008 and is only paid to 9/1/2021, thus lapsed this month to its non-forfeiture option of Extended Term Insurance when no further premium payments were made.  I also see that surrender forms were sent to you on 11/3/21.  Unfortunately, you are unable to receive a refund of all premiums paid, as under the policy you are only eligible for the available cash value on the policy once it has been in force for 30 days.  If you have not received the surrender forms yet let us know and we can email a blank copy to you for completion.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We have had and always paid on time a burial policy with Settlers Life. I didnt receive a **** in the mail. End of October I received a letter saying my policy had been canceled due to non payment. I immediately tried call placed on hold left number did this several times no return call. Ive paid on these for almost 50 years. All I want is my policy reinstated. But no one will talk to me NGL is the one I pay but its Settlers Life. I called both companies no answer. I should have at least gotten a late payment letter. Can you please help me?Thanks *****

  Customer response

  11/22/2021

  No I have not heard from this company or Settlers Life. Aways put on hold and about 15 minutes later ask to leave name and number and they will not reply.
  This was my husbands and my burial we had paid on since we were 18 years old. 46 years Ive paid. Lot of money to just throw away.  Makes me so angry.
  Thanks. ***** and *************************

  

  Business response

  11/22/2021

  Thank you for sharing your concerns.  I have reached out to the manager of our Premium and processing team to have someone get in touch with you directly.

  Customer response

  11/29/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I finally was able to get through to NGL insurance company. But they put me through to someone else and was cut off. Couldnt get in touch with them after that. It was this past week.

  
  Regards,
  
  ***** And *********************

  

  Business response

  11/29/2021

  ******************* from our customer service area left a couple messages for you last week.  His direct line is **************.  I will let him know to reach out again.  You may also call him directly at the number given.

  Customer response

  11/30/2021

  [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,
  
  ***** And ********************* we accept this offer. Thanks to BBB our life insurance was reinstated thank you Lord been paying on this policy for 46 years. Been so upset over this paid policy up today. Again thank you so very much. 
  *****
  

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to resolve a dispute about dental insurance coverage. I broke a crown and went to a local dentist to have it replaced. They took my Guardian insurance card and we proceeded to have the broken crown replaced. The tried several times to get the approval, but continued to get a denial because it was not medical in nature. The dental office was finally able to get ahold of someone, and they said the broken crown was not covered because it had originally been replaced less than ten years ago. I went through the information provided by by employee and could find a reference to this time frame. I called the 800 number provided and ended up speaking to ****** in ***********. He also said it was not covered, and I asked were I could find the information, because I was looking at there guide and this was not mentioned. He admitted that I would not find it there and directed me to their website, which is an endless maze that also provided no information.

  

  Business response

  10/19/2021

  I am sorry you are having difficulty getting your issue resolved.  I am hoping you can provide a bit more information.  The complaint mentions Guardian.  Is your coverage through The Guardian or is it through National Guardian Life Insurance Company?  They are two unrelated entities so want to make sure we are the correct company.  Could you provide a copy of your ID card?

• Initial Complaint

  10/09/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had a burial policy for 44 years that my Mom took out. I pay for the policies annually in full. Payment was made on 2/4/2021 for all 3 policies in full. Policy #**********/022/023. I received a letter dated 2/20/2021 that my policy was cancelled for non payment due 7/11/2021. First I never received any notice of payment due, but it is paid in full once a year. I have called consistently every day since receiving the letter to only remain on hold with no one answering. Ive left messages to return my call about the inquiry, sent emails. And no response. I refuse to lose a policy I have had 44 years when it has been paid in full. I want someone to contact me. I have where the payment was made. And also the email communication I sent.

  

  Business response

  10/22/2021

  Thank you for sharing your concerns regarding your policy and the issues regarding premium payment.  I have worked with our premium services team to resolve the issue.  Your policies are paid to 2/12/2022.  We would suggest making payment to bring your policy to its anniversary date and paying your annual premium in July, and not February as the billing is based on anniversary date, which is July 12th.  This would help avoid any future billing issues.  Please feel free to reach out to me directly should you have any future issues.  Thank you,

   

  *********************

  Compliance Director

  *****************

  Customer response

  10/24/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I was not given specific policy information-such as the information for each. I have an email from a company representative that shows as two of the policies are cancelled and only one is effective. I want proof all 3 are effective. Once I have proof they are current, I can make the payment as requested by the merchant to make the due date July. I was never made aware of this and have always paid in February. 
  
  Regards,
  
  *******************************

  

  Business response

  10/26/2021

  For your reference I have attached system screenshots to show the policies paid to dates of February 2022 as well as confirmation letters that were sent last week.  Please let me know if you should have any additional questions.

  *********************

*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. ↩