Complaints

• Initial Complaint

  10/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ** ****** *** 2023 I signed up with Senior Life Insurance co I received the policy on ****** ****, read over it and decided this was not what I thought it was, cancelled in writhing and faxed over as I was told to do on ****** ****,( the next day after receiving the policy). I waited a week no refund I called and was told they would send me a check within 30 days. I called again and was told the same thing. I called in ******* and was told they meant to say 30 business days and to call back next week. MY money was taken out of my account by direct deposit I do not understand why it can not be put back the same way, I do not trust this company and it has been really too long to wait for just 50.00.

  Customer response

  10/07/2023

  Good Afternoon,

  I am writing to let you know I just received my refund check today in full.

  Thank you, 

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

   

• Initial Complaint

  10/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Friday ******** my father passed away. After the grieving process was mostly over we had decided it was time to sit down with the funeral home and discuss funeral arrangements. We did this on ********* when it was discussed how we would be paying for the funeral we decided to use the life insurance policy through this company (Senior Life Insurance Company). We submitted all paperwork to the funeral home for them to submit to the insurance company. After not hearing anything back on Monday ******** we thought everything was taken care of. On Tuesday ******** at 11:11 am I received a phone call from the insurance company advising what amount of money the funeral home would be getting then that the remainder of the money would be split 50/50 and a check mailed out via *** overnight to myself and my sister (both beneficiaries). The lady i spoke to on the phone advised that the checks would be sent out that evening after talking to my sister. My sister advised to me that the company had contacted her shortly after me and she confirmed all details of the money. After never receiving an email as promised about tracking for the check on Monday, I decided o contact the company again on ******** at ****** after being placed on hold then hung up on I called back at ****** This time I was greeted by a lady named Joy, she advised that the claim was being processed and that the emails that contained the tracking for the checks as well as the checks would be sent out today. It is now 9:12 and I still have yet to receive and email or any contact from the company. I would like to understand where the miscommunication is and when exactly the checks will be arriving, especially when we have a funeral to pay for.

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/11/04) */ On October**** 2022, the Company was notified of Mr. *****'s passing. Three days later, on October **, 2022, payments were disbursed to the appropriate parties. Consumer Response /* (3000, 7, 2022/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Going forward I would suggest your business remove the statement on your website that claims are paid out in 24 hours. Also the fact that you require recipients to pay $35 for overnight shipping, however tell me why it took 2 days after the check was sent to receive it? Shouldn't make promises your company is incapable of maintaining! Business Response /* (4000, 9, 2022/11/07) */ Thank you!

• Initial Complaint

  10/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My Mom for whatever reason purchased a policy. She passed away ******** ** ***** It took them almost 3 months to tell me they were not going to pay out. The 1st denial letter was for a totally different person. I had all of their info. The 2nd letter gave me 3 or 4 different reasons as to why the claim was denied. I sent an appeal email per the company and they gave me a whole different reasons for the denial not listed on the paper they sent. They stated my Mom left out the fact that she had ** ****** that's because no one but medical professionals use ** ***** and that's for medical records purposes only. No one has ever heard anyone say they have ** ****** I have got to each and every one of her appointments and not one Doctor said the words ** ****** They were looking for a reason not to pay.

  Business response

  10/31/2022

  Business Response /* (1000, 5, 2022/10/17) */ ***************************************************************************************************************************************************************************************************************************************************************************************************************************** Senior Life Insurance Company the Company is in receipt of the consumer concern submitted by the above complainant. Please allow this letter to serve as our response. We have reviewed the recorded application, and your mother stated that she took a medication for *****-******* (****). The medication listed on the application is accepted under the Super Preferred Whole Life Application for the reason provided during the Application process. During the processing of the claim, we received medical record which revealed that you mother had, was treated, for, received medical advice for, was prescribed medication for, or was diagnosed with ******** ***** ************* during the ten (10) year time frame asked about on the Application. This information is different than using a medication for *****-******* on the **** and requires health question six (6) on the Application to be answered "Yes". ******** ***** ************ is not an accepted condition under the Super Preferred Whole Life Application, and if this information would have been disclosed to the Company at the time of the Application, the Company would not have accepted the risk and would not have issued the policy. Therefore, the claim for Policy ********** was denied due to material misrepresentation on the Application. If we can be of further assistance, please feel free to contact us at***************, extension **** or email inquiries@srlife.net. Sincerely, ************** Market Compliance Analyst

• Initial Complaint

  08/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Senior Life Insurance is issuing charges I do not recognize. I do not recall ever signing an agreement or contract authorizing Senior Life to extract premium payments of $29.78 monthly from my banking account. When I , discovered the charges, I immediately contacted Senior Life on August *** 2022. A man who said his name was "Ismal" asked for my social security number. I refused as it is not wise to provide my social security number to ANYONE. He stated that there are many others with my same name and that it could be an error. He would look into in an call me back but he has not. On August ** and ** I sent a message to Senior Life via their website. Still, no response. Today I've made several attempts to call the same Senior Life phone numbers as before: (XXX) XXX-XXXX and (XXX) XXX-XXXX and received an automated response: "The number you've dialed is not in service". I have received silent calls from a ************ GA location but cannot identify the caller. I do not respond to phone calls from solicitors. Senior Life do not pick up phone calls at the numbers they provided, or respond to contact requests or complaints via their website. If I have a insurance policy with Senior Life, I would like to know what my policy number is and who authorized the policy and charges to my bank account. Senior Life is taking ownership for my request to know what the charges are for or even validate me as a customer unless I provide them with a social security number. I'm disputing the charges and unless otherwise proven, demand an immediate full refund of ALL payments to Senior Life. Premiums are being deducted on or near the **** of each month. If senior Life cannot identify me as a policy holder, or authorizer, I request that Senior Life STOP all charges IMMEDIATELY and provide a full REFUND of all charges (including NSF charges) without delay.

  Business response

  09/14/2022

  Business Response /* (1000, 5, 2022/09/02) */ ********************************************************************************************************* I have attempted to reach Ms. ****** to discuss her concerns and provide the requested information; however, my attempts have been unsuccessful. Ms. ****** does have a whole life insurance Policy with the Company, which has been active since ****. I have updated Ms. ******'s address to the ****** provided and will mail a copy of the agreed upon Policy to her. Consumer Response /* (3000, 7, 2022/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Upon reviewing the response from Michele E******, I just called the number she provided in her response and left a message to return my call asap. I have not received any messages from Ms. E******. I may be reached at: ******************************************************************** Please NOTE: Due to the overwhelming amount of SPAM and SCAMS received daily, it is crucial that callers MUST identify themselves or calls will not be answered. I strongly advise Ms. E****** to text first and/or email me. Business Response /* (4000, 11, 2022/09/08) */ I have spoken with Ms. ****** and this has been resolved. Consumer Response /* (450, 12, 2022/09/07) */ Spoke with Ms. Michele E******. Issue Resolved!!! Thank you BBB

• Initial Complaint

  08/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Senior Life Insurance Company sent me an ad that is deliberately made to look like a government form. It asks for personal information, and only in the smallest text does it confirm that it is, in fact, an ad. The form clearly targets senior citizens who would be unlikely to be able to read the disclaimer the this is an ad (font size ~5pt).

  Business response

  09/14/2022

  Business Response /* (1000, 5, 2022/08/26) */ The Company's advertisements are created and used by the Company as an invitation to inquire about life insurance products underwritten by the Company. We assure Mr. ******* that our products do provide a valuable service to those who wish to purchase life insurance and it is never our intention to mislead anyone. Our advertisements are an attempt to make consumers aware of our ability to provide information and allow a consumer to inquire into the products that our Company can offer.

• Initial Complaint

  05/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have received another letter, this time from "Processing Center" at **************************** I have asked these people to stop sending me things and have previously complained when they have written from the states of ********** and others. Once again, they disguised their correspondence to look like a tax form and on the envelope indicated it was "time sensitive" and "express", "confidential", "response requested". I have saved their correspondence from before and have it all with me. I have saved copies of my letters to them. I have evidence I have written to the **** ****************** about these people sending me similar mail, and have recently written to **** ****************** AS WELL AS the ************************* on May **, 2022 about them sending me more junkmail asking me to reply to them at their PO Box in Idaho and previously at Direct Mail Processing, ****************************************; and to "Direct Processing Center" at the same exact PO Box in ******** I complained about before. So today they sent me another item not even one week after my last complaint to the ******************. This time they have identified themselves as "Senior Life Insurance Company, Thomasville, GA". I never want to hear from them again. I am asking that the ****************** investigate the company calling themselves "PROCESSING CENTER" and using******************************* for their repeated insistence on sending me junk mail despite all the letters I sent them that I still have copies of. I am asking that someone get back to me from the ****************** to acknowledge I made a complaint today, because I have not heard from them since I wrote six days ago or on previous occasions.

  Business response

  06/03/2022

  Business Response /* (1000, 5, 2022/05/25) */ Mr. ***** has been placed on our do not contact list. We will no longer contact Mr. ***** and we respectfully request that he do the same.

*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. ↩