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Initial Complaint
08/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased insurance through Washington National back in 2020. It is directly a withdraw from my checking account. I have called them numerous times to get account information and to be able to file a claim and haven't been able to talk to anyone. They take $20.30 a month from my account and have not provided any service for all the payments that have been made.
Business response
08/12/2024
August 12, 2024
Dear BBB of ***************:

This letter is in response to the correspondence received in our office on August 8, 2024. Thank you for allowing us the opportunity to address this matter.

In your correspondence you requested information regarding the above referenced complainant. In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals. A complete response is not posted to the BBB portal because the posts are public and can be accessed and viewed by other individuals; therefore, we have communicated directly with ****************.

We hope the information provided has been helpful. If you have further questions or need additional assistance, please contact our customer service department at ************.
Sincerely,
*******************************
Consumer Relations

Customer response
08/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
***************************
Initial Complaint
06/26/2024
Complaint Type:
Order 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.
My father passed away May 6, 2024, he had life insurance through Washington national Insurance, following his passing I was one of 2 beneficiaries, my brother was the other. The claim was filed my brother got his half, my check apparently went to the wrong address, Ive now called them 6 times to get a check mailed, they always have an excuse, someone didnt send it, didnt get the right address, a check is in the mail and on and on. I called again this morning and the gal said she would have to do some research as to why Im not getting the check. My address is correct so there shouldnt be an issue. Im just waiting for the check and an honest answer.
Business response
07/01/2024
July 1, 2024

Dear BBB of ******* and *****************:

This letter is in response to the correspondence received in our office on June 27, 2024. Thank you for allowing us the opportunity to address this matter.

In your correspondence you requested information regarding the above referenced complainant. In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals. A complete response is not posted to the BBB portal because the posts are public and can be accessed and viewed by other individuals; therefore, we have communicated directly with *****************************.

We hope the information provided has been helpful. If you have further questions or need additional assistance, please contact our customer service department at ************.
Sincerely,
*******************************
Consumer Relations
Initial Complaint
06/25/2024
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.
My mom had got a policy with Washington national and the agent miss represented the plan and also added another policy without my mother knowledge. When you look online even the facility says temporary closed the whole company is a scam and Im asking that you look into it !! Because you will see they are scamming a lot of older people when my mom tried to cancel the policy they told her she had to mail it in and thats false they say that so they can get another payment out of the member which is SICK the agent gave my mom a cancer policy along with a accidental death policy which neither she asked for
Business response
07/02/2024
Washington National Insurance Company
PO Box 1916
******, IN 46082-1916

July 2, 2024

BBB of ***************
**********************************************************************************************************

RE: Washington National Insurance Company
Consumer: ***********************
Complaint Number: 21899311

Dear BBB of ***************:

This letter is in response to the correspondence received in our office on June 25, 2024. Thank you for allowing us the opportunity to address this matter.

In your correspondence you requested information regarding the above referenced complainant. In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals. A complete response is not posted to the BBB portal because the posts are public and can be accessed and viewed by other individuals.

To assist and further address Ms. ****** concern, we request additional time to obtain information and clarification regarding her concerns. We are in direct communication with her and upon receipt of this information we will respond accordingly to ************** regarding this matter.

We hope the information provided has been helpful. If you have further questions or need additional assistance, please contact our customer service department at ************.

Sincerely,

***********************
Sr. Consumer *******************************************
Initial Complaint
06/18/2024
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.
They are refusing to reissue a check in my name as I am the certified Administrator/Executor of my mother's estate. After they have done this before for me. I sent them my Letters of Administration plenty of times and now they are saying that doesn't work? That I would need a small estate affidavit and my local courthouse tells me that I do NOT need to do that nor do they have to have that. My letters of administration should be all they need. They done it before so I don't understand why they are refusing to now.
Business response
07/25/2024
July 25, 2024

Dear BBB of ***************:

This letter is in response to the correspondence received in our office on June 26, 2024. Thank you for allowing us the opportunity to address this matter.

In your correspondence you requested information regarding the above referenced complainant. In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals. A complete response is not posted to the BBB portal because the posts are public and can be accessed and viewed by other individuals; therefore, we have communicated directly with ******************.

We hope the information provided has been helpful. If you have further questions or need additional assistance, please contact our customer service department at ************.
Sincerely
*******************************
Consumer Relations
Initial Complaint
05/12/2024
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.
My husband purchased supplemental, lump sum cancer insurance, around the time that we were married, in late 2021. My policy, a $100K lump sum policy, is with Washington National Insurance, and was purchased through eSupplemental.com.Six months after obtaining the cancer insurance policy, I was diagnosed with breast cancer. In August or September of 2022, I filed a claim with Washington National. We've sent them medical release forms for every medical provider I've seen in the last 10 years. Whenever I send them a release, I also personally send one in, so the records that they request are also sent to me. Washington National consistently requests records from when I was not a patient at a particular hospital, then sends me letters stating that they're not receiving the requested records. We've spent hours on the phone with WN (all recorded) and healthcare providers. I recently sent them complete medical records, from every medical facility I visited between summer of 2019 and spring of 2022, when I was diagnosed with cancer. Their response was that the 7 or 800 pages from the Hospital of the **************************, were not "medical records." This is a bad faith *********************************************, and their adjusters should be facing criminal penalties.It's currently May 2024. I no longer have cancer, thanks to **************************** in *******. I've had a double masectomy, but have not been able to afford to have a breast reconstruction. I've been walking around with a single breast since December of 2022. My husband recently lost his job, and we're within a month of not being able to pay our mortgage.My husband and I have spoken to several Insurance Bad Faith attorneys. All have agreed that Washington National is acting in bad faith, but none seem interested in taking the case, likely because their payout wouldn't be sufficient for the amount of effort that they'd have to put into a legal case. I would like them to pay us the owed $100k. Have docuentation.
Business response
05/17/2024
May 17, 2024

BBB Serving Central Indiana
*************************************************************
************, IN 46241
RE: Insured: *********************
Complaint ID: ********
This letter is in response to the correspondence received in our office on May 13, 2024. Thank you for allowing us the opportunity to address this matter.

In your correspondence you requested information regarding the above referenced complainant. In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals. A complete response is not posted to the BBB portal because the posts are public and can be accessed and viewed by other individuals; therefore, we have communicated directly with ****************.

We hope the information provided has been helpful. If you have further questions or need additional assistance, please contact our customer service department at ************.
Sincerely,
*******************************
Consumer Relations
Initial Complaint
04/30/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello. This company has debited my bank account for the amount of $18.29. Washington National representative ********************* (Agent # CKL14) visited ************************************ on 2/21/24, and I submitted an application for life insurance for myself and teenage son. I did receive a follow-up call from **** regarding my medical history. The phone call from **** for the medical history interview was very brief where she only asked about any weight change and nothing more. I received an letter in the mail dated 3/4/24 stating my application had been denied. I sent ***************** an email on 3/9/24 , and she responded on 3/10/24 stating she would check into it for me. She did not follow up with me, and I sent ***************** another email on 3/13/24 with no response. I sent a letter to request a copy of their denial decision on 3/28/24. I'm still waiting to receive that information. I do not wish to retain any services with Washington National because of the lack of honesty and transparency. If they denied my application why should money be taken from me? I have proof of the emails I sent *****************, but I'm unable to load it at this time. I did speak with **** as well after got the denial letter and she stated to contact *****************.
Business response
05/10/2024
Washington National Insurance Company
PO Box 1916
******, IN 46082

May 10, 2024

BBB Serving ***************
Attn: *************************
********************************************************* 103A
************, IN 46241

RE: Washington National Insurance Company
Complainant: Trendi ********
BBB Inquiry ID: ********

Dear **************:

This letter is in response to your correspondence received regarding the above-referenced inquiry. Thank you for the opportunity to respond.

In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals, except as authorized in writing or otherwise permitted by law. As we do not have an authorization on file to respond to the Better Business Bureau, we have contacted ******************** directly to confirm that this matter has been resolved.

We remain dedicated to providing the best possible service. If you have any additional questions or if we may be of further assistance to you, please feel free to contact our customer service department at **************.

Sincerely,

*****************************, ALMI ACS
Consumer Relations
Customer response
05/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.] I did receive a call, but the representative did not tell me I needed to authorize BBB to know why they took money from me since Washington National sent me a letter stating my application was denied. I have not been refunded yet, and I do not want anything to do with Washington National other than receiving my refund. BBB is authorized to communicate on my behalf in reference to the refund because thats all I need from them. I do not intend to keep dragging this out because they already took their time calling me. If they are truly sorry, give my money back. Thank you.

Regards,

***********************
Business response
05/17/2024
Washington National Insurance Company
PO Box 1916
******, IN 46082

May 17, 2024

BBB Serving ***************
Attn: *************************
********************************************************* 103A
************, IN 46241

RE: Washington National Insurance Company
Complainant: Trendi ********
BBB Inquiry ID: ********

Dear **************:

This letter is in response to your correspondence received regarding the customers rejection of the above-referenced inquiry. Thank you for the opportunity to respond.

In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals, except as authorized in writing or otherwise permitted by law. As we do not have an authorization on file to respond to the Better Business Bureau, we have contacted ******************** directly to confirm that this matter has been resolved.

Upon review, our response letters may have crossed paths in the mail with the customers rejection. Additionally,******************** has also requested further processing today which will be submitted directly by letter.

We remain dedicated to providing the best possible service. If you have any additional questions or if we may be of further assistance to you, please feel free to contact our customer service department at **************.

Sincerely,

*****************************, ALMI ACS
Consumer Relations
Customer response
05/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Hello. The reason for rejection is that they are still not stating they will refund my money in the response to the BBB inquiry. However, I spoke with ******** earlier today, and she informed me that the $18.29 was debited out out my account for my sons policy. I informed ******** that the only correspondence I received regarding the policies I applied for was a denial, and that information pertaining to my son should have been explained to me. I should not have to guess about their decision. Washington National was not transparent as this information was not disclosed to me prior to filing the BBB complaint. I reiterated to ******** that I do not wish to conduct any business with them, and I requested to be refunded the $18.29. ******** stated that a letter had been sent out, which is not in my possession as of now. I informed here that they earned a negative review, and Ive placed a stop payment on them since I cant trust them. ******** stated that she would refund my money. I feel that a refund is appropriate considering I could not get any answers from them when needed. I will leave this here, and hopefully ******** will follow through as agreed. Thank you.
[Provide details of why you are not satisfied with this resolution.]

Regards,

***********************
Business response
05/21/2024
Washington National Insurance Company
PO Box 1916
******, IN 46082

May 21, 2024

BBB Serving ***************
Attn: *************************
********************************************************* 103A
************, IN 46241

RE: Washington National Insurance Company
Complainant: Trendi ********
BBB Inquiry ID: ********

Dear **************:

This letter is in response to your correspondence received regarding the customers second rejection of the above-referenced inquiry. Thank you for the opportunity to respond.

In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals, except as authorized in writing or otherwise permitted by law. As we do not have an authorization on file to respond to the Better Business Bureau, we have contacted ******************** directly by telephone on May 21, 2024, to confirm that this matter has been resolved.

Our review determined that the complainant assumed our initial response was the courtesy telephone call,but it was the letters dated May 7, 2024, and May 10, 2024, which may have crossed paths in the mail with the customers initial rejection on May *******. Subsequently, the complainant wishes to reject our response for a second time until a refund has been requested. As such, we reached out to the complainant today, May 21, 2024, confirming that the refund has been processed and to allow time to receive the check by mail.

We remain dedicated to providing the best possible service. If you have any additional questions or if we may be of further assistance to you, please feel free to contact our customer service department at **************.

Sincerely,

*****************************, ALMI ACS
Consumer Relations
Customer response
05/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. I sincerely hope that I receive my refund from Washington National. Thank you.

Regards,
Trendi ********
Initial Complaint
04/13/2024
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.
I have asked them to stop charging me, they claim I. signed up. I have never heard of this company and they continually charge me. I contacted my bank and t.hey refunded some of them, and tWASHINGTON NAT ************** ID: ********** continues to charge me. This is complete fraud, There is no reason I would ever have health insurance, I don't have kids, I don't have a business partner. This makes no sense. The total dollar amount is much higher as they have been doing it for years.
Business response
04/18/2024
April 18, 2024

BBB of ***************
**********************************************************************************************************************

Insured: *************************
Reference Number: BBB ID Number ********

We are in receipt of correspondence dated April 13, 2024 regarding the insured named above. Thank you for bringing this matter to our attention.

As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.

Sincerely,

*******************************
Consumer ********************
Initial Complaint
04/11/2024
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 had a life insurance policy that I cashed out in mid 2023. The person I spoke to at that time was nice and I received the pay out in a timely fashion. Now 4 months into 2024, Washington National is still withdrawing money from my bank account on a monthly basis. I called the company 3 separate times and was hung up on every single time. I asked what policy they were pulling out money for, knowing good and well I didn't have another policy with them. They hung up on my every single time. At this time, they have stolen roughly $600 from me and I am assuming they are doing the same thing to other customers. Other people need to be aware of their criminal acts.
Business response
04/18/2024
April 18, 2024

BBB of ***************
**********************************************************************************************************************

Insured: *********************
Reference Number: BBB ID Number ********

We are in receipt of correspondence dated April 12, 2024 regarding the insured named above. Thank you for bringing this matter to our attention.

As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.

Sincerely,

*******************************
Consumer ********************
Initial Complaint
04/10/2024
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.
I wrote a review on this company. Can you retrieve the review. These people need to be ran out of business. They are unprofessional and conniving thieves who steal from widows. Since they refuse to pay the claim which was submitted three months prior to my husbands death. Keep in mind, this kind of claim called for an initial expedited payment which was never received. They need to give me back the years of premiums, they knew, from the beginning, they had no plan to pay. They will not prosper anything from the money they stole from me and others. Premiums from 2005 to April 2024 at $38.00 per month equals $8,664. This is what they owe the widow of *********************. When companies use unethical business practices like stealing from their customers, they will be a distant memory soon. Once their doors close, I pray that they are not allowed to open under a different name and start scamming customers all over again. When this company send their reply, understand God sees everything.
Business response
04/16/2024
April 16, 2024

BBB OF ***************
**********************************************************************************************************************

Insured: *********************
Reference Number: BBB ID Number ********

We are in receipt of correspondence dated April 11, 2024 regarding the insured named above. Thank you for bringing this matter to our attention.

As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.

Sincerely,

*******************************
Consumer ********************
Initial Complaint
03/23/2024
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.
After my father died last fall, it came to my mother's attention that there was a very old life insurance policy that my father had with this company. My mother filed a claim, since according to her very old paperwork, she was listed as the beneficiary. She sent the original policy, as requested. She was asked further for a divorce degree and other papers regarding assets, which was very time consuming. Months went by only to be told that she would not receive a payout. I mailed a claim form on February 22. I followed up on March 8 (spoke with ***). He went over my claim and saw that I did not check a box that I neglected to check. I re-sent the claim form with that box checked and mailed it priority on March 9. I called on March 22 and spoke with ******. She asked me whether I received a letter from them dated March 8. (Note that this is the very same day I spoke with ***.) I had not. The letter says that my name on file doesn't match something or other and I will have to prove my identity, supposedly by sending a photocopy of my driver's license. It's true that the name they have on file is not my name and never was. It contains my maiden name and my ex-husband's name, which I never took nor changed with the federal government or on my driver's license. It's their error. I even asked *** about this, and he said he wouldn't change it to be correct because that could get the claim denied. (But yet that letter, which he didn't seem to know about, went out on March 8.) He should have been able to tell me what else to send to get the claim processed.Oh, and now they had a new mailing address a new P.O. box and a new state and zip code. (!!) Everything that other complaints mention, such as very long delays, rudeness, duplicate mailings, cover letters addressed to me also mailed to my sister but not the other way around, conflicting information, and non-existent supervisors, happened in my case also. This company just finds reasons to delay the process.
Business response
04/01/2024
Please see the attached BBB response letter. We are mailing the consumer response letter.
Customer response
04/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Washington National's response is 100% unsatisfactory. Despite what they say near the end of their lame standardized letter, they did not "[provide] a detailed explanation addressing all concerns. Additionally, we provided contact information to our *************************** to assist with any additional questions that *** arise." Here's what, in fact, happened: A woman named Showanda (something like that) called to tell me that "her" office did not handle claims like mine, and that she would give me a phone number for the office in ********* (another office address and phone number!) that handles claims like mine.
This is what I get after 6 full months of dealing with about 8 different people in the CLAIMS DEPARTMENT of this sham of a company.

Regards,

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

Business response
04/11/2024
Please find attached the BBB response. We are mailing the consumer response letter.
Customer response
04/15/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Were someone to continue to read this sad thread all the way to the point where Washington National said that it only could say, due to privacy laws, that the claim has been paid, that person might come away thinking that the actions of the BBB contributed to the company finally relenting and doing its job, or that the company had an epiphany and found its integrity in the sewer of its existence. Though I fully appreciate the efforts and existence of the BBB, it is worth noting that in addition to complaining to the BBB, I also filed a complaint with the ********* insurance department. (You have to file with the department in the state in which the policy was taken out.) The ********* insurance department contacted the umbrella company of Washington National, which ordered Washington National to pay the claim. I and my sister received a check within days of talking to the helpful representative.
Washington National, I do not accept your response, because it is not a response that came from you. You had to be strong-armed.
It goes without saying that one should not have to go to the lengths that I did to get a perfectly legitimate claim paid. To know right out of the gate who the beneficiaries were (that is, my sister and I) but then make my mother spend three months sending you pointless (and sensitive) documentation so you can "investigate" the claim is an outrage and a clear tactic of avoidance. You are all working from the exact same playbook. This is not a case of a few bad apples nor a case of laziness nor a case of incompetence. The problem is both systematic and systemic. Washington National has made a business decision to bilk people out of their money. The company needs to be audited, plain and simple.
*********, are you listening?

Regards,

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

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