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Complaint Details

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Initial Complaint
09/06/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have two annuities with Everlake. I surrendered both accounts (on 7/24) with checks cut from both annuities that were sent to the wrong address. I completed a change of address process with them twice. One check made it to me once it was re-issued. The second check has not. I have called 9 times and each time they say they cannot help expedite the issue. One representative informed me when I asked that yes, I am essentially screwed. I have spoken to managers and cannot seem to get a straight answer of when I can expect this check. During the process of surrendering, Allstate relinquished handling the account fully to Everlake. In order to now re-issue the check, Everlake has to wait for Allstate which I do not believe because I did receive one check for a surrendered annuity. Regardless, if Everlake is managing this annuity, they should be able to see the entirety of the account details with the amount in the account that was surrendered. As a consumer purchasing a house this week and requiring that money, I am at a loss. This is legally my money and under no circumstances should I have to wait 1.5 months to receive a check of $1803.00. Allstate has been helpful but unfortunately, they are the middleman and cannot expedite this nor cut me the check as Everlake is the servicer. What can I do?
Business response
09/09/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. As an alternative, Everlake will contact the complainant directly to discuss their concern.
Initial Complaint
08/14/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
(See Complaint Attached)****Allstate Lead Consultant *********************** ************ Allstate Agent *************************** ****************** ********************************************** ************ ********************* Allstate Agent that sold the Policy Deceased January 2019 ********************* (Incorrect Beneficiary)****************************************************************************************
Business response
09/03/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern.

Customer response
09/05/2024

Complaint: 22140545

I am rejecting this response because:THR ALLSTATE RESPONSE IS NOT COMPLETE IN REGARDS TO THE FULL COMPLAINT. I HAVE ATTACHED THE HUD-1Form that ALLSTATE REQUESTED.As much as I appreciate the RESPONSE FROM ALLSTATE. AGAIN, ALLSTATE HAS COMPLETELY IGNORED ME AS THE OWNER OF MY PAID UP MORTGAGE SECURITY INSURANCE POLICY. Allstate in their response NEVER RESPONDED TO THE **** THAT SOMEONE INSIDE ALLSTATE ALTERED THE ORIGINAL APPLICATION, REPLACED ME AS PRIMARY BENEFICIARY FOR MY HUSBAND *************************** REPLACED MY PRIMARY BENEFICIARY WHICH WAS MY HUSBAND AND ALLSTATE HAS MADE FALSE STATEMENTS TO THE INDIANA DEPARTMENT OF INSURANCE AND ALLSTATE HAS NOT PROVIDED THE INFORMATION REGARDING THE FINANCIAL ARRANGEMENT ALLSTATE REFERS TO IN STATEMENTS ALLSTATE MADE TO THE INDIANA DEPARTMENT OF INSURANCE. IF THE AUTHENTICITY OF THE PRIMARY BENEFICIARY ON THE APPLICATION IS BASED ON THE FINANCIAL ARRANGEMENT WITH ********************* ALLSTATE SHOULD HAVE DATES AND DETAILS OF THAT FINANCIAL ARRANGEMENT. BECAUSE MOST OF ALL THAT FINANCIAL ARRANGEMENT SHOULD DEFINITELY AND LEGALLY BEEN WITH ME AND NOT "THE CAMERONS" AS ALLSTATE STATED IN THEIR FALSE STATEMENT TO THE INDIANA DEPARTMENT OF INSURANCE. MY MORTGAGE SECURITY INSURANCE POLICY APPLICATION WAS ALTERED. THE INFORMATION REGARDING THE ALTERED APPLICATION IS IN THE ORIGINAL BBB COMPLAINT, OF COURSE, ALLSTATE IGNORED THAT **** AND DID NOT RESPOND TO IT.THE HUD-1 FORM ALLSTATE WAS FAXED TO ALLSTATES CONSULTANT
*********************** ************

AGAIN NO RESPONSE. ALLSTATE CLAIMS THEY WILL PAY THE BALANCE, BUT ONLY TO THE PRIMARY BENEFICIARY ON THE ALTERED APPLICATION. ALLSTATE MADE NO RESPONSE TO THE **** THAT ALLSTATE MADE FALSE STATEMENTS TO THE **** THAT ALLSTATE NEVER ISSUES A POLICY FOR MORTGAGE SECURITY INSURANCE ONLY A CERTIFICATE OF INSURANCE, THAT ALLSTATE CLAIMS NEVER SHOWS THE BENEFICIARIES. I SUBMITTED A COPY OF MY MORTGAGE SECURITY INSURANCE POLICY THAT IS ON ALLSTATES DATA BASE SYSTEM THAT SHOWS PRIMARY BENEFICIARY. ALLSTATE NEEDS TO PRESENT A COPY OF THAT POLICY. I HAVE REPEATEDLY REQUESTED A ORIGINAL COPY OF MY POLICY AND ALLSTATE HAS REPEATEDLY IGNORED MY REQUEST. NEVER GAVE ME ACCESS TO MY ONLINE POLICY, I ALWAYS HAD ACCESS TO MY AUTOMOBILE AND HOMEOWNERS POLICIES. BUT NOT MY MORTGAGE SECURITY INSURANCE POLICY. ALLSTATE HAS ALWAYS HAD THAT INFORMATION BECAUSE MY CURRENT MORTAGE COMPANY HAS ALWAYS PAID MY HOMEOWNERS INSURANCE POLICY PREMIUMS DIRECTLY TO ALLSTATE FOR OVER 30 YEARS. ??????? ALLSTATE IS IN THE BUSINESS OF SELLING INSURANCE AND PAYING INSURANCE CLAIMS WHY WHY WHY IS IT SO DIFFICULT AND COMPLICATED TO PAY ME MY MORTGAGE SECURITY INSURANCE CLAIM TO ME,WHY!???????

Sincerely,

***************************
Business response
09/05/2024
Thank you for contacting our office regarding this concern. Upon further review, it has been determined that this complaint is regarding *********************** Everlake. We respectfully request that this be forwarded to *********************** Everlake for a response.
Business response
09/05/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. As an alternative, Everlake will contact the complainant directly to discuss their concern.
Customer response
09/09/2024

Complaint: 22140545

I am rejecting this response because:

Sincerely,

***************************
Customer response
09/11/2024
I am rejecting this response because:THR ALLSTATE RESPONSE IS NOT COMPLETE IN REGARDS TO THE FULL COMPLAINT. I HAVE ATTACHED THE HUD-1Form that ALLSTATE REQUESTED.As much as I appreciate the RESPONSE FROM ALLSTATE. AGAIN, ALLSTATE HAS COMPLETELY IGNORED ME AS THE OWNER OF MY PAID UP MORTGAGE SECURITY INSURANCE POLICY. Allstate in their response NEVER RESPONDED TO THE **** THAT SOMEONE INSIDE ALLSTATE ALTERED THE ORIGINAL APPLICATION, REPLACED ME AS PRIMARY BENEFICIARY FOR MY HUSBAND *************************** REPLACED MY PRIMARY BENEFICIARY WHICH WAS MY HUSBAND AND ALLSTATE HAS MADE FALSE STATEMENTS TO THE INDIANA DEPARTMENT OF INSURANCE AND ALLSTATE HAS NOT PROVIDED THE INFORMATION REGARDING THE FINANCIAL ARRANGEMENT ALLSTATE REFERS TO IN STATEMENTS ALLSTATE MADE TO THE INDIANA DEPARTMENT OF INSURANCE. IF THE AUTHENTICITY OF THE PRIMARY BENEFICIARY ON THE APPLICATION IS BASED ON THE FINANCIAL ARRANGEMENT WITH ********************* ALLSTATE SHOULD HAVE DATES AND DETAILS OF THAT FINANCIAL ARRANGEMENT. BECAUSE MOST OF ALL THAT FINANCIAL ARRANGEMENT SHOULD DEFINITELY AND LEGALLY BEEN WITH ME AND NOT "THE CAMERONS" AS ALLSTATE STATED IN THEIR FALSE STATEMENT TO THE INDIANA DEPARTMENT OF INSURANCE. MY MORTGAGE SECURITY INSURANCE POLICY APPLICATION WAS ALTERED. THE INFORMATION REGARDING THE ALTERED APPLICATION IS IN THE ORIGINAL BBB COMPLAINT, OF COURSE, ALLSTATE IGNORED THAT **** AND DID NOT RESPOND TO IT. THE HUD-1 FORM ALLSTATE WAS FAXED TO ALLSTATES CONSULTANT
*********************** ************

AGAIN NO RESPONSE. ALLSTATE CLAIMS THEY WILL PAY THE BALANCE, BUT ONLY TO THE PRIMARY BENEFICIARY ON THE ALTERED APPLICATION. ALLSTATE MADE NO RESPONSE TO THE **** THAT ALLSTATE MADE FALSE STATEMENTS TO THE **** THAT ALLSTATE NEVER ISSUES A POLICY FOR MORTGAGE SECURITY INSURANCE ONLY A CERTIFICATE OF INSURANCE, THAT ALLSTATE CLAIMS NEVER SHOWS THE BENEFICIARIES. I SUBMITTED A COPY OF MY MORTGAGE SECURITY INSURANCE POLICY THAT IS ON ALLSTATES DATA BASE SYSTEM THAT SHOWS PRIMARY BENEFICIARY. ALLSTATE NEEDS TO PRESENT A COPY OF THAT POLICY. I HAVE REPEATEDLY REQUESTED A ORIGINAL COPY OF MY POLICY AND ALLSTATE HAS REPEATEDLY IGNORED MY REQUEST. NEVER GAVE ME ACCESS TO MY ONLINE POLICY, I ALWAYS HAD ACCESS TO MY AUTOMOBILE AND HOMEOWNERS POLICIES. BUT NOT MY MORTGAGE SECURITY INSURANCE POLICY. ALLSTATE HAS ALWAYS HAD THAT INFORMATION BECAUSE MY CURRENT MORTAGE COMPANY HAS ALWAYS PAID MY HOMEOWNERS INSURANCE POLICY PREMIUMS DIRECTLY TO ALLSTATE FOR OVER 30 YEARS. ??????? ALLSTATE IS IN THE BUSINESS OF SELLING INSURANCE AND PAYING INSURANCE CLAIMS WHY WHY WHY IS IT SO DIFFICULT AND COMPLICATED TO PAY ME MY MORTGAGE SECURITY INSURANCE CLAIM TO ME, WHY!???????

Sincerely,

***************************
Business response
09/13/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. As an alternative, Everlake will contact the complainant directly to discuss their concern.
Customer response
09/13/2024

Complaint: 22140545

I am rejecting this response because: Allstate has not given me a solution. They are EVADING THE REAL ISSUE. MY MORTGAGE SECURITY INSURANCE POLICY CLAIM WAS STOLEN. SOMEONE FROM INSIDE ALLSTATE CLEVERLY HELP TO ACCOMPLISH THAT. ALLSTATE KNEW WHEN MY MORTGAGE WAS REFINANCED. IMMEDIATELY AFTER THE REFINANCE CLOSING ALLSTATE RECEIVED DOCUMENTATION. BECAUSE ALLSTATE HAS ALWAYS CARRIED MY HOMEOWNERS INSURANCE TO THIS DAY, PAID DIRECTLY TO ALLSTATE BY MY MORTGAGE COMPANY FROM MY ESCROW ACCOUNT. ALLSTATE IS BASING THE VALIDITY OF THAT CLAIN PAYMENT ON A FINANCIAL ARRANGEMENT THAT I I NEVER KNOW ABOUT AND ALLSTATE NEVER VERIED, JUST TOOK SOMEONES WIRD OTHER YHAN THE POLICY OWNER.
THE DATE AND THE REASON FOR THAT FINANCIAL ARRANGEMENT IS EXTREMELY IMPORTANT AND WILL PROVE, I WAS REMOVED AS PRIMARY BENEFICARY ON MY MORTGAGE SECURITY INSURANCE POLICY, WITHOUT MY PERMISSION. ALLSTATE HAS NO LEGAL DOCUMENT WHERE I REMOVED MYSELF AS PRIMARY BENEFICIARY ON MY MORTGAGE SECURITY INSURANCE POLICY.
Sincerely,

***************************
Business response
09/17/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. As an alternative, Everlake will contact the complainant directly to discuss their concern.
Customer response
09/18/2024

Complaint: 22140545

I am rejecting this response because: I received a letter from Everlake ********************* Senior Manager. I have tried to reach her by phone, I am repeatedly transferred up to 4 times and then told they cannot help me or connect me to this person. I was on the phone 30 minutes never able to speak to anyone rewarding the letter. I sent the HUD-1 Form to CITI Mortgage via Prority mail to be completed as Allstate requested. SHE GIVES NO EMAIL ADDRESS.
Allstate has carried my ******************** since 1991, and each time my mortgage was Refinanced Allstate was NOTIFIED, because my **************** Paid the Premiums Directly to Allstate each Year.
Allstate and EverLake are continuing to send me around in Circles. Allstate Made FALSE STATEMENTS TO THE INDIANA DEPARTMENT THAT NO POLICY EXIST THAT THEY ONLY ISSUE CERTIFICATE OF INSURANCE. I HAVE NEVER IN MY LIFE HAD A FINANCIAL ARRANGEMENT WITH ********************* ALSO IN ALLSTATES STATEMENT TO IDOI. ALLSTATE SHOULD HAVE LEGAL EVIDENANCE OF THAT FINANACIAL ARRANGEMENT BECAUSE ALLSTATE MADE A LEGAL STATEMENT IN REGARDS TO THAT ARANGEMENT.
Sincerely,

***************************
Initial Complaint
07/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Submitted forms to them to start getting retirement. They said information wasnt complete. Filled out another packet. They said they have no record of it. Want me to fill out a third packet. Something fishy going on here.
Business response
08/02/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. As an alternative, Everlake will contact the complainant directly to discuss their concern.
Initial Complaint
07/10/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My Grandmother passed away in November 2022. when we got access to her bank account we have noticed a charge on her bank acount on autowithdrawel in the amount of $20.60 from "Everlake ********** JUN 24 R#: O053592131 ******, ******** R". I called in January to try to figure out what this was, and they claim to not have any record of any policy (everlake is a life insurance company). I asked them to stop the withdrawels since they did not have any record of any account and refund the payments that were made, they said that since they have no record of the account they can't stop the payments. I also asked my bank to stop the payments, but the payments continue and the company still insists it doesn't have a record of the account.
Business response
07/11/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. As an alternative, Everlake will contact the complainant directly to discuss their concern.
Initial Complaint
07/01/2024
Complaint Type:
Product Issues
Status:
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.
I have been attempting to cancel my policy that was sold by Allstate to Everlake and I was trying to cancel it which the initial person I spoke with just said I just needed to send a disbursement request in and they would send my funds. She changed my billing to be quarterly and said nothing in addition about this changing how I can collect my refund. I faxed the form in on 5/11/24 and they tried to say it wasnt me so I refaxed the file while both times explaining that I had updated my name in 2019 when the policy was with Allstate, but they dropped the ball and this was not done. The policy lapsed on 6/22/24 where it was never explained at any point that them changing it to quarterly billing and going into lapse meant they wouldnt give me my refund. This was just made clear to me today when I emailed their customer service and they just told me now! All I want is my money back from them and this policy closed so I can fix my vehicle and pay bills with the money I was told I was going to be getting.I pointed out my request that I had sent and they said because my billing was changed that I was required to make a payment before I got my money.
Business response
07/11/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. As an alternative, Everlake will contact the complainant directly to discuss their concern.
Customer response
07/19/2024

Complaint: 21926865

I am rejecting this response because: I have been trying to reach out to their complaint department with no response. The number provided on the letter they sent is supposed to be a direct line but goes straight to voicemail and I am not satisfied with their response. I was trying to make that selection on the complaint but it would not allow me to.

Sincerely,

*******************************
Business response
07/26/2024
Thank you for forwarding this additional inquiry to our office. Customer concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. As an alternative, Everlake will contact the complainant directly to discuss their concern.
Customer response
07/29/2024

Complaint: 21926865

I am rejecting this response because: Im *** of 2024, I was told by the representative that there was a cash value of ~******** that I could receive and I am now being told that term life policies dont have a cash surrender value.
If a customer is told there is a surrender amount the company should stand by that.
I am not happy with the refund of one months premium of *****, but based on the call I just had with Everlakes customer service. They are telling me this is more than I should have received in the first place.

Sincerely,

*******************************
Initial Complaint
06/11/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Everlake took over Allstate. They were paying dads retirement benefits on behalf of Allstate. Dad died in March 2023. They accidentally overpaid after his death and asked me as trustee to reimburse them which I did. When they sent me dads tax form 1099 it was incorrect. As I had paid them back the 1099 amount shouldve been zero, but it was approximately$3900. I asked for them to revise it and they said they did but I never received it. I have been asking for several months for them to send me the corrected 1099 so I can file dads 2023 tax return but they have not been responsive. Ive been getting the run around for months. Can you help me get the corrected 1099 from everlake?
Business response
06/18/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. As an alternative, Everlake will contact the complainant directly to discuss their concern.
Initial Complaint
04/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I started a life insurance policy with ****************** many years ago, and just recently found that my policy had been sold to Everlake Life. For the last week I have been calling and trying to find information on my policy, and Everlake has set their automated customer service line to make it impossible to speak with an actual person. The automated line is not giving me the information I need or want and absolutely will not connect you with a human being who works for Everlake to resolve the issue. This is absolutely insane, they have essentially setup a wall against customers who need help. All I want is the ability to speak with a representative
Business response
05/06/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. As an alternative, Everlake will contact the complainant directly to discuss their concern.
Initial Complaint
03/05/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This problem concerns a ************** Policy issued by Everlake ************** Company, a subsidiary of ****** Investments. Simply stated, Everlake doesn't want to pay out the death benefit of my mother's Whole ************** Policy. My Mother's name is **** *************************. She died December 31, 2023. My siblings and I completed the death claim required by Everlake and provided a copy of the Death Certificate. I have made repeated attempts to call them for help and despite having provided the information they have requested, Everlake has demonstrated they are unwilling to pay the life insurance benefits. I am now working with both the ********** and ****** *************** Commissioner's Offices to compel Everlake to meet their contractual obligations. Everlake is stalling, making excuses and basically doing as little as possible to resolve this straightforward claim. I have spoken with ****** and *** at Everlake numerous times to request help with the payout of the life insurance policy to no avail.
Business response
03/25/2024
Please see attached response.
Customer response
03/26/2024

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.

Sincerely,

***************************
Initial Complaint
02/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Allstate Insurance sold my ************** policy to "Everlake". Since the transition the cost of the policy has gone up, and I no longer needed the coverage. I've attempted to cancel the policy several times. There is no way to contact Everlake directly, nor can you cancel you policy via their application nor website. The only want to cancel a policy at Everlake is to mail (letter mail, via ***** your full SSN and birthday, plus additional private information. This is, in a work irresponsible. All of the customer's personal information should not be place in the mail. After 4-5 attempts to speak to a person, Everlake promised to cancel my policy but never did. Addtionally, Everlake continued to charge my account monthly. I am asking to be refunded the last two months of the policy withdraw.
Business response
03/07/2024
Please see attached response.
Initial Complaint
02/12/2024
Complaint Type:
Billing Issues
Status:
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.
Mailed 2 checks in 2 separate envelopes for 4th quarter payment for both of our life insurance policies. Mailed on 12/22/23. Checked never processed. Discussed with local Allstate agent ***************** at ***************************************************************************************. ***************** assisted ** with placing stop payment on original checks. We hand delivered replacement checks to **** on 1/22/24 and he sent the checks and invoide overnight . To this date, the checks have not been processed and **** has assisted in contacting Everlake *************** Everlake has stated that they do not have the checks. Everlake has given us the option to set up electronic transfer in the future. We will need to place a stop payment again on 2 checks. At $31.00 per check, this will be a total stop payment fee of $124.00. We have done everything we can to send payment out in US mail in acceptable terms and should not be penalized. No payment does impact the cash value of our life insurance policy. Are you able to assist in finding why Everlake has not processed our checks?
Business response
03/07/2024
Please see attached response.

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