Business Profile
Life Insurance
First Allmerica FinancialThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
10/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
My husband had a life insurance policy through FirstAmerica - which is part of the First AllAmerica portfolio. He passed away July 13, 2024. I reached out to FirstAmerica on July 29th and the company was so helpful and after completing the paperwork and sending the death certificate they sent a check. However the death benefit was $29,696.71 and the check was for $4,000. I called on August 30th to explain and they apologized and told me not to cash it and they would send a new check in the right amount. I have since called on 9/3, 9/6, 9/13, 9/20, 9/26, 10/1, 10/2, 10/4, and today 10/29 - they have not sent the check and cannot tell me when the correct check will be issued. This is not acceptable. They owe me $29,696.71 and they are not paying it. It's life insurance and he died.Business response
10/31/2024
Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
Our team’s policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information. As soon as this review process is complete, we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
We will provide a written response to the consumer on or before 11/20/24. Thank you.Customer response
11/13/2024
Complaint: ********
I am rejecting this response because: They have not responded in writing or provided any supporting documentation to support their claim that the value of the life insurance policy is only $4,000 not the $29,000 they verbally told me in July.
Sincerely,
******* ********Business response
11/14/2024
Hello,
As mentioned previously, we are still working on this case and have a resolution deadline scheduled, with a response being sent directly to the Complainant no later than 11/18/24. When these cases come in, we will correspond with and respond directly to the Complainant due to privacy reasons, as we cannot share Policy details on a public site. Please let me know if you need anything additional.
Thank you!
Initial Complaint
04/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
******** ******* ******* *** ****** **** insurance notices are not being mailed to me although my policy is in good standing and my address has been updated with the company. They keep telling me that there's an issue with the system and policy statements/premium invoices are not being mailed out. I have called several times to request documents with no resolution. I have made several call between October 2023 to current April 4, 2024. They tell me the problem will be escalated but the problem never gets resolved.Business response
04/05/2024
Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
Our team’s policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information. As soon as this review process is complete, we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
We will provide a written response to the consumer on or before April 24, 2024.
Thank you.
Initial Complaint
05/05/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Life Insurance policy #********** insured Geeta ***** is modified overlooking and misguiding me in my efforts to maintain policy status. Two quarterly premiums by mistake were processed to ***** **** with in premium pay time. Upon missed payment notice verification ***** **** advised me the check has been cashed. First Allmerica was contacted on 3/7/23 with this information and I was told they will search for payment & respond. March 27th letter from Allmeric communicated payments due January 18,2023 was not paid and Allmerica would use $********* to purchase extended term $********* policy to expire on september 21,2031. On 4/5/23 my call was responded by representative Amy who advised me to mail copies of payment by registered mail. Registered mail with copies of bank withdrawals of January and March 23 was send. My followup call to Firstallmerica Representative Jennifer answered. I was told that that the management decision to allocate the funds was awaited. I called Allmerica on 5/2/23,after receiving life insurance statement effective April 18/2023 showing policy status change Representative Jennifer answered and told me there is no management decision yet and I should wait 2 weeks for communication.No one else was available to to further the communication. I stated to her at my age ** ** *****, I could miss or mistake but my wife should not suffer for it. The registered letter showed my efforts to resolve this and my request to guide me if I need to see arrears & penalty or any documents with in the premium payment time should be considered and amicable resolution to restore original status of the policy made. I have made every effort to make payments ( Mistakenly sending payments to ***** ****) and desire to continue policy, getting proper guidance and response from Firstallmerica would make this easier which I deserve as a long standing client.Business response
05/05/2023
Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
Our team’s policy when handling complaints/inquiries is to work the items in the order they are received. We are currently reviewing this matter and gathering appropriate information. As soon as this review process is complete, we will again correspond directly with the Complainant. We expect this process to be completed by 05/12/23. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
We will provide a written response to the consumer on or before 05/24/23. Thank you.Customer response
05/11/2023
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,
Suraj *****Initial Complaint
02/28/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
My mother Claire ** ******* ( ********* *******) passed away ** *** ** * ****. She had an insurance annuity with FirstAllmerica account number **********. My two brothers ( Thomas ** ******* and John ** *******} and myself are equal beneficiaries ,I sent original death certificates for my mother and my father ( Omer ** *******), My father passed away * ***** *** My brothers and myself have filled out forms and sent required materials to this company. Besides the death certificates and completed forms, all three of us have sent a completed offset authorization form for 6 annuity payments for a total of $******. We have sent claimant's statements from all named beneficiaries with matching mode of settlement and withholding. I have made 6 telephone calls to this company requesting payment. Each time I call I'm told that it is "on the manager's desk for approval". I keep getting all kinds of excuses to avoid payout. This has been going on for 6 months.Business response
02/28/2023
Thank you for contacting us. A member of our team will review your complaint and contact you in 5-7 business days. At that time, they will provide you with their direct contact information. We will also provide a written response to the complainant on or before March 20, 2023.Initial Complaint
02/27/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
My mother passed away and I am the beneficiary of an annuity with this company. ** ******** *** **** ** *** **** ********** ***** * ******** ********* I have given them a death certificate as well as all other requested paperwork in a timely fashion. The company states this is under review over and over. They are stalling. My mother passed away ** *** ** **** and all other institutions have paid out on our claims. There is no reason for this delay. The company goes by First Allmerica financial life insurance company *** ************ ******* **** ********* *******. **** *** **** ********** *** *************** I simply want to get my annuity payment that I am entitled to.Business response
03/10/2023
Thank you for contacting us. A member of our team will review your complaint and contact you in 5-7 business days. At that time, they will provide you with their direct contact information. We will also provide a written response to the complainant on or before March 20, 2023.Initial Complaint
02/11/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
At the end of January 2023, I receive a Form 1099-R stating that I had receive $********* as Gross Distribution from this company. I do not know this company have no business association or affiliation with this company. This is Fraud, they reported to the IRS that they paid me this money. I am demanding that this company send proof that they paid me this money or provided goods and services to me. This is grand fraud.Business response
02/13/2023
Thank you for contacting us. A member of our team will review your complaint and contact you in 5-7 business days. At that time, they will provide you with their direct contact information. We will provide a written response to the complainant on or before March 2, 2023.Customer response
02/22/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
They reported erroneous information to the IRS about ?income/goods and services I received from their company. I asked them to provide documentary evidence, to date I haven't receive any evidence from them. Because of this, I cannot file my taxes until they contact the IRS about their fraudulent report. I am demanding they do this ASAP.
To my fellow consumers be ware of this company. They indulge in shady business practice, please do your research brfore you conduct any business with them. **** *** ******* *** ******* ********
Business response
02/23/2023
Hello, We mailed our response and the requested documentation to Ms. Martin-****** today. Thank you.Initial Complaint
01/26/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have had Life Ins. with First Allmerica for many years. They have now become impossible to reach by phone. They are listing multiple numbers on the internet none of which allow you to talk to a real person or to leave any messages. All the other companies they are listing such as *********** etc. do not have customer files for First Allmerica. You can only hear a recording of the value of your policy which is useless if you have a question. I have not been receiving an anniversary statement for one of my policies for the second year in a row. It seems to me if they are selling and insuring ************* customers they should be required to have a method for talking to a real person!! I am very concerned with the integrity of this company. I have two life insurance policies with them. If something ever happened to me I do not want my family to go through **** trying to collect my life insurance because there is no way to contact these people. Phone numbers that were active in the past are no longer active and some just plain not in service. I******************************************************************************************************************************************************. PLEASE LOOK INTO THIS MATTER. IF THEY ARE OPERATING IN ** THEY SHOULD BE FORCED TO PROVIDE LEGITIMATE CONTACT INFORMATION. Thank You.Business response
02/20/2023
Business Response /* (1000, 5, 2023/01/27) */ Thank you for reaching out to use with Ms. ******* concerns. We will contact her and respond directly to Ms. ***** in a timely manner. Consumer Response /* (3000, 7, 2023/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is an evasive response on their part. Why not provide me with a phone number to contact them perhaps they do not want a proper point of contact printed on the BBB page. Their message does not imply how they will make contact with me. Did they say they would send a letter? Did they say they would call me directly? and what is their perception of a timely manner? Again they are unresponsive and dancing their customers around in circles. Unacceptable. Business Response /* (4000, 9, 2023/01/30) */ Ms. *****, An acknowledgment letter was sent to you by mail today. The analyst phone number, email address and name are disclosed in the acknowledgment letter. Thank you.Initial Complaint
09/30/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My father passed away ******************************* I've been receiving my father's pension benefits under two contracts. In early 2021, I sent over information to First Allmerica to remove and update my direct deposit information. The first account was to *************** and the updated was to *****. Ever since there has been numerous of calls between myself, Paul, Sadie, Kendra, Carrie *****(Global Alliance Complaint Department) and some other people within the company I do not recall their names. Time after time it was mentioned that the processor(which everyone from the aforementioned company has denied telling me about) made a mistake. Which in turn led to me not receiving deposits until the next month and then the same issue taking place again and again. The icing on the cake came melting when this year once I asked to stop direct deposits and start mailing the checks that two checks were sent to a former address in *********** addressed to Michael ******** (my deceased father). I was then told again that the processor made a mistake and reverted back to the original person. Talk about a total negligence to their customer. Back in July of 2022 is when Mrs. Carrie ***** came along due to me researching and finding help on my own cause no one with First Allmerica would give me a supervisor nor information I requested to file a complaint. Then something else took place whereas it was stated that no one spoke to me since 2016 about any of these issues I'm having which is totally untrue . My father was receiving his own money back then. The inconvenience caused due to having certain life responsibilities based on income received and First Allmerica's constant misappropriation of deposits is definitely not a good feeling or taste for better judgment or lack thereof. There needs to be a better morale of representation to improve the consumer satisfaction with First Allmerica.Business response
12/01/2022
Business Response /* (1000, 8, 2022/10/14) */ We are reviewing the complaint and will respond directly to Ms. ****.Initial Complaint
05/30/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I had this policy for over ** years I paid premium timely which has been $***. The company mailed back check with letter that policy was cancelled because I didn't minimum. After speaking to 2 representatives and supervisor I was told because of my age (************), the pandemic and raising morbidity rates - my premiums was raised over ***% to $******. After paying into policy for ** years - all that money lost. I can't afford $****** for a $****** policyBusiness response
07/12/2022
Business Response /* (1000, 8, 2022/06/13) */ We mailed a response to the consumer on 6/9/22. Let use know if you need further assistance. Thank youi. Consumer Response /* (3000, 10, 2022/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The only response was a letter saying another response would be sent. Business Response /* (4000, 14, 2022/07/01) */ A detailed response, dated June 9th, was sent to Mr. Charles ******. Please let us know if we can be of further assistnace. Thank you.
*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. ↩
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
12 total complaints in the last 3 years.
5 complaints closed in the last 12 months.
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