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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
12/19/2024
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.
They said that they sent me emails which I never received and I asked them for proof and the Supervisor couldn't submit any. I gave them my new debit card number and they acknowledged that they had it and didn't bill the card for payment and then blamed me for the payment not being paid then said that I need to be reinstated to proceed with my coverage and I will lose my past 4 years and have to start over. This is the second time Lumico Life Insurance Company has done this to me and made me start a new policy with them, I had a $100,000 policy in 2020 they canceled it as well after 4 years.
Business response
01/02/2025
We appreciate you forwarding *** ********** complaint to us. We have mailed her a written response dated January 2, 2025, to address this matter. Please note, we do not respond directly to complaints on this forum in an effort to respect consumer privacy.
Initial Complaint
07/15/2024
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 name is ************************* and my mother in law was with Lumieco Health Insurance before she passed away in may 2024. we didn't know she had insurance until two weeks after her passing, therefore we paid everything out of pocket. the policy was only sent because she missed a payment, because she passed. My sister in law then reaches out to the insurance company to see how much if anything, is there. They told her *********. they told her that the money will be deposited that week. A week in a half goes by and nothing. she then calls them and ask is everything okay, they tell her the money will now be a check. it was strange but sure. then when she gets the check its ******. She was then told that my mother in law lied on her application about her sickness which is crazy because she didn't have one she passed away due to a heart attack. she did have later diagnoses but this was after the fact. please tell me how to move forward because my husbands family are very well ready to ****
Business response
07/29/2024
We appreciate you forwarding ****************** complaint to us. We have mailed her and the primary beneficiary a written response dated July 29, 2024, to address this matter. Please note, we do not respond directly to complaints on this forum in an effort to respect consumer privacy.
Initial Complaint
04/26/2024
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 had life insurance with this company and back in November they issued a letter saying they cancelled my policy due to health diagnoses that they said I had and didnt disclose. I do not have those health issues that they stated. I moved to ******* and took awhile to get my letter and a check for $1000 back but its not all that I paid so I want the rest of my money and/or I want my policy reinstated. They scammed me and shouldnt have done this. I do not know where they received this false information but I want all my money back! i dont know the total that I paid them but I want this resolved.
Business response
05/10/2024
We appreciate you forwarding ************************ complaint to us. We have mailed her a written response dated May 10, 2024, to her address of record in ************ to address her concerns. We do not have a Florida address for *******************. If a more current address can be provided, we can mail a copy of the letter to that address also.

Please note, we do not respond directly to complaints on this forum in an effort to respect consumer privacy.
Customer response
05/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The insurance company has told me that they third party who misread my medical records made the decision to cancel my ********************** and the third party tells me they cant make that decision that all they do is provide a report. I do need more time though as I have reached out to my family DR and my cardiologist to confirm that these diagnosis are NOT correct and so far my family dr already confirmed one was incorrect and that it was from an ER visit where they were ruling out DVT which I do not have along with the other ones but I am wait to hear back from my other DR and I will also get additional medical records to prove my case. JUST because a dr runs tests it doesnt mean they have those diagnosis! I have a right to have my life insurance reinstated and I did provide everything accurately and I am willing to prove it. I do NOT have any of the things they listed.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
05/23/2024
I spoke directly with ******************** over the phone regarding this matter on Thursday 5/16/24.
Customer response
05/23/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
They are saying I have to dispute with a third party called ******** that they hired to get these reports and the information is incorrect, so I did file the dispute and I spoke to both of my doctors and both doctors agree I do not have the conditions listed in the report from ********. The company Lumico should be helping me or doing something and they are doing NOTHING and making me do everything, yes I did speak the Lumico again but told I have do the dispute which I did and now I have to wait for that company to go back and fix this and the email I got from them says the dispute could take up to 3 months! This is ludicrous and shouldnt have happened in the first place. This should be priority and should be quickly resolved as they shut my life insurance off and cancelled me without even giving me the chance to dispute it back then! I couldve proven this awhile ago but no they just ditched me without any concern for me and made it seem like I provided false information. Well this company ******** is the one who had false information and now I have to try to get this resolved on my own! I didnt pay them Lumico did and they should have to be working on this to clear this up!

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************************
Initial Complaint
03/28/2024
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 dad received a policy with Lumico Life Insurance company. His policy is in the contestable period. His certified death certificate was ruled accidental. Before my dad passed he called this company several times informing them he didnt receive a copy of the policy. They said his address was wrong. Which was a lie. They will not even the beneficiaries information on the policy. My mom has the same policy so we were able to read her contract. It states if the death is ruled accidental they have to pay even if in the contestable period. I have spoken with several reps and they promise a call back never happens. Spoke with a supervisor **** he doesnt return calls. They had a rep call me on the day is my dads service to inform me they would not accept the funeral home assignment. The rep **** said they had just received my paperwork in the 3/27/24. He was trying to cover for there processing and just lied because I verified all information received with ****. Lumico rights to issue policies should be taken away. They treat the family like c*** during the most difficult time in there lives. They will not answer any questions. I asked a simple question what is the name of the department he worked in and he said the same as the other rep. I have made sure to ask if all calls are recorded because they say anything to get you off the phone. Please help this company is taking advantage of elderly people. **** told me yesterday he needed to gather more information. When asked what he could not provide any further information. The death was ruled accidental. So by reading all the other complaints I will get a letter saying he lied on his application. This company needs to be closed and not able to treat another family this way.
Business response
04/11/2024
We appreciate you forwarding **************** complaint to us. We have her contact details and have mailed her a written response dated April 11, 2024, to address her concerns.

Please note, we do not respond directly to complaints on this forum in an effort to respect consumer privacy.
Customer response
04/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have not received any information from this company. As they continue to lie and cover up. My dad never received his policy so how can we determine what was in the policy or what it stated. **** the supervisor and the other reps have verified my dad never received the policy ,
They stated it was returned insufficient address. If that is the case why do they keep malling information to that address.
Also keep sending mail to my sister and I. To that address. I have included proof. But why did my he get his policy. I am requesting a copy of the policy and that his claim be reviewed.
We cannot verify the what they are telling us is true because we never received the policy.
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Customer response
04/22/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I was told that a letter was mailed. I still havent received it

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
05/03/2024
A request to have a duplicate copy of the letter expedited has been sent.
Initial Complaint
02/16/2024
Complaint Type:
Customer Service 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&#**;m working on getting my payments in. I wanted to get the payments connected to my bank so they can come out of my bank account. They never answer my calls so I can do this. I would like to get in contact with them.
Business response
02/29/2024
We appreciate you forwarding **************** complaint to us. We have her contact details and have mailed her a written response dated February 29, 2024, to address her concerns.

Please note, we do not respond directly to complaints on this forum in an effort to respect consumer privacy.
Initial Complaint
01/29/2024
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.
On 11/21/2023 I called in to cancel my policy as I had changed over to another company. I was then told that my auto debit payment for 12/1/2023 would not happen. Next I received an email telling me there was new correspondence for me. I tried many times to log in to my portal but my user ID and password were not accepted. I found out later that my account was not active anymore so I could not sign in. I then tried calling and holding for long times. Then I decided to write more emails. Finally 1/4 /**** I was able to actually speak to ****** on the phone, She informed me there was no record of my call. Thier comments put me on a Save-as if I was undecided. Told her No-I had called in Nov, to cancel-said she could not backdate it for me. I feel it should be backdated to 11/21/2023 as I had requested. l
Business response
02/12/2024
We appreciate you forwarding *** ********* complaint to us. We have her contact details and have mailed her a written response dated February 12, ****, to address her concerns.

Please note, we do not respond directly to complaints on this forum in an effort to respect consumer privacy.
Initial Complaint
01/19/2024
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.
****** receiving death benefits for my father. My Dad passed away in August of 2023, as of today his policy still has not been released by this company. My father had a contestable policy. Lumico hasn't made acceptable efforts to get the needed documents from doctors to complete this claim. I'm constantly being informed by them that records are needed by two more doctors, when contacting the facilities I'm informed that one doctor has submitted a no records document and the other company has been waiting on documentation from Lumico to release the information, my birth certificate and my Dads death certificate both items Lumico has in their files. The delays in finalizing this claim is causing me financial distress since I had to pay for all services out of pocket. I've made many calls to Lumico for status updates, followed up with the doctors and made many other efforts to get this situation rectified without success. I need help because it seems like the company does not care or understand my distress.
Business response
02/02/2024
We appreciate you forwarding ***************************** complaint to us. We have her contact details and have mailed her a written response dated February 2, ****, to address her concerns.

Please note, we do not respond directly to complaints on this forum in an effort to respect consumer privacy.
Initial Complaint
01/02/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My Mother was passed away on 10/22/2023. We have been waiting since then for the insurance company to pay out on her claim. The funeral home has not even been paid. The sent paperwork to filed out ans stated that this was a non contested claim because My Mom was well over the 2 years they make you wait in order for the policy to become active. My family and I just want this to be over with so that We can continue to heal. ************* the paperwork to them with everything requested we have not heard anything from them and that was Nov 4, 2023.
Business response
01/16/2024
We appreciate you forwarding ****************** complaint to us. We have his contact details and have mailed him a written response dated January 16, ****, to address his concerns.

Please note, we do not respond directly to complaints on this forum in an effort to respect consumer privacy.
Customer response
01/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The claim is still not resolved. I letter was sent through *** but the information in the letter is false. No check was issued to the Funeral Home to take care of My Mom final expenses and because of this they had to send the claim to a collection agency which charges 7% in order to resolve this matter. This is not acceptable when MY Mom had a policy and It was Non Contested and should have paid her expenses before a collection agency got involved. Also you stated that a balance was direct deposited in my account on Jan 9 **** that is also not the truth. I just want this matter resolved so that My Family and I can have peace of mind knowing that everything for my Mom is taken care and She can rest in peace.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
02/01/2024
We appreciate you forwarding ****************** complaint follow up to us. We have his contact details and have mailed him a written response dated February 1, ****, to address his concerns.

Please note, we do not respond directly to complaints on this forum in an effort to respect consumer privacy.
Customer response
02/06/2024
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 and the matter has been resolved.

Sincerely,

*******************
Initial Complaint
12/04/2023
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.
My father passed away two weeks before this policy turned two years old, meaning it had to go through the review of medical records. They denied his claim stating that he failed to disclose a heard condition. This was false as the 'diagnosis' that they noted develops with age and/or is hereditary. The communication after the denial is positively AWFUL. You are not able to speak with anyone and are directed to write a letter of appeal, only to wait for them to send you back another letter in response. This proves to be a long and tedious process, particularly in the midst of grieving the loss of a parent as an only child. It is hard to believe in 2023, that we are sending letters back and forth instead of being able to be granted the courtesy and RESPECT of speaking to a person.
Business response
12/18/2023
We appreciate you forwarding ******************** complaint to us. We have her contact details and have mailed her a written response dated December 18, 2023, to address her concerns.

Please note, we do not respond directly to complaints on this forum in an effort to respect consumer privacy.
Initial Complaint
11/30/2023
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.
I had life insurance with Lumico Life Insurance and canceled the policy #********. The reason that I canceled the policy was because they entered inaccurate information on the policy. Due to this I no longer have confidence or trust in this company even though they offered to correct this problem. I have asked to be reimbursed $3006.00 as I was paying $83.50 a month for 3 years and they have refused to reimburse this amount. Every time I call I am only allowed to speak with customer service and nobody from their review team. I am a senior citizen and cant afford this financial loss and be without life insurance coverage.Lumico is acting like a corporate bully by completely disregarding my reimbursement request. I request that BBB intervene on my behalf. Because Lumico has refused to reimburse my funds I have requested that they reinstate me using these funds for the monthly premiums of $83.50 for the next 3 years.
Business response
12/14/2023
We appreciate you forwarding ****************' complaint to us. We have his contact details and have mailed him a written response dated December 14, 2023, to address his concerns.

Please note, we do not respond directly to complaints on this forum in an effort to respect consumer privacy.

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