Complaints

• Initial Complaint

  02/02/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Took out a Life Insurance Policy with this company 10 years ago. Paid faithfully on policy to find out they dropped me, said I allegedly missed a payment. Found out company had a merger. During merger I suspect they didn't send a bill, now they are claiming I missed a payment. After submitting owed premium, insurance company claims I am now uninsurable due to health issues.

  Business response

  02/05/2025

  Dear Sir or Madame: Your inquiry received on February 4, 2025, has been referred to me for a response.  This is a Universal Life Insurance policy, issued in the State of Illinois effective October 24, 2006 for a death benefit of $25,000.00.  This policy also included a $25,000.00 Primary Insured Rider.  The policy lapsed in May 2024 and a copy of the lapse notice is enclosed.  ***** *****r's main concern is that her policy lapsed and was not reinstated due to her health issues.  As noted, the policy lapsed in May 2024 due to non-payment of premium for the May 24, 2024, premium.  Enclosed are copies of the grace notifications we sent in March 2024 and April 2024 explaining that the premium had not been received.  While Universal Life policies, such as the one insuring ***** *****r, is not a fixed premium life insurance policy, the policy must be sufficient to cover the cost of insurance (shown as Insurance Charges on the Annual Statement) and expense charges.  If it isn't, any shortfall is drawn from the policy cash value to keep the policy active, which is very common the longer the policy is active.  A Universal Life policy can continue to remain active like this for years in some instances.  Ms. ****** did submit a reinstatement application for her policy which was reviewed by our underwriting department.  As part of the underwriting review process, we obtained medical information from Ms. ******** physician which led to our determination to decline the reinstatement of Ms. ******** policy.  We have enclosed a copy of our letter to Ms. ****** explaining the reason for the reinstatement being declined.  Ms. ****** states in her letter that the Company had a merger, however, Columbian has not been involved in a merger since 2011 when Columbian merged with Unity Mutual Insurance Company. which did not impact Ms. ******** policy as Columbian issued her policy in 2006.  I hope this information is helpful: however, should the Better Business Bureau or ***** *****r have any other questions concerning this matter, please feel free to contact me at **********, extension ****.  Sincerely, Christos D*****, ACS, ALMI Administration Compliance and Quality Specialist 

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am representing my Mom (***** *****) as she has dementia. Last year, her monthly payment went from $95 to well…the first bill was $462 which I paid, the next bill 2 months later was over $600 which I paid and then a bill came for another $462 so finally, I questioned this. I spoke to someone twice and then no one answered repeated phone calls or emails. Suddenly, I get a letter that her policy is cancelled with no cash value. I tried every other week for months to no avail. Time has gone by and now trying to get her on medicaid and this came up reminding me that it was never resolved. Thank you

  Business response

  01/09/2025

  Dear Policyowner: The purpose of this letter is to notify you that your ********* Life Insurance Policy indicated above is in danger of lapsing. To maintain your valuable insurance protection, please remit a minimum payment of $339.00 by June 8,2023 or your policy will lapse. This amount is needed to pay past-due costs of insurance and is due in addition to any amount that you are currently being billed. As you may be aware, one of the many benefits of your Universal Life policy is that it provides for flexibility of premium payment. However, premium payments must be sufficient to cover at least the cost of the insurance protection provided by your policy. To avoid a similar situation in the future, we have increased your scheduled quarterly premium amount to$414.00. Please contact our Customer Service Department, toll free, at ***** ********, Extension ****. Columbian Mutual Customer Service Department Representatives are always ready to give you expert advice and personal service regarding your insurance program. Very truly yours, Customer Service Department

• Initial Complaint

  12/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed a contract to pay $135 quarterly and have been paying that since 1986. Recently they have tripled the payment saying that interest rates are the reason. Not sure how interest rates are affected but if we declared interest rates the company would have double the amount of not more than the pay off. The contract states the same payments til the age of 100 which is in another 20 years. Columbia Mutual is violating the contract. No one calls back and the company is a fraud and breaking contract. In paying the correct amount for the last 30+ years they took money on the payout to pay themselves $2000. Looked up online and saw the company is having financial issues and feel they are violating everyone's contracts to makeup the loss.

  Business response

  12/19/2024

  Dear Sir or Madame: Your inquiry received on December 18, 2024, has been referred to me for a response. This is a Participating Universal Life Insurance (PUL), issued in the State of New York effective February 6, 1987, for a death benefit of $50,000.00. We recently responded to Ms. ****’ complaint through the New York State Department of Financial Services (NYSDFS), which expresses the same concerns as are presented in this inquiry. We have enclosed our response to those offices. Please note that NYSDFS is the regulatory body which has oversight of the life insurance industry and the regulatory body to which we seek approval of all products we issue. Since submitting our response to the NYSDFS, we received a telephone call from ***** **** and her son on December 18, 2024. We explained to them in detail why the premium increased and reviewed the annual statements that were sent to Ms. ****, which showed how the policy has performed over the years. This also included how the cash value helped keep the policy in force while the cost of insurance increased over time. As we stated in our response to the NYSDFS, Columbian recommends that Ms. **** pay the balance of the premium that was due from the last payment notice. We also recommend that Ms. **** increase the quarterly premium to cover the cost of insurance going forward or submit the payment that is requested on her quarterly payment notice. Finally, Columbian Mutual Life Insurance Company was placed in rehabilitation by the New York State Department of Financial Services on August 13, 2024. The Company stopped writing new business but is continuing to operate its business as usual including the servicing of all inforce policies, collection of premium and payment of all death claims. The Company is also continuing to administer policies based on the contract provisions, including Ms. ****’ policy. I hope this information is helpful; however, should the Better Business Bureau or ***** **** have any other questions concerning this matter, please feel free to contact me at ************, extension ****. Sincerely, Christos D*****, ACS, ALMI Administration Compliance and Quality Specialist 

• Initial Complaint

  12/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They keep delaying the pay out for my life insurance I have had since 2016. I called the company and they sent me the paperwork,I filled them out and sent them back and again they sent me more paperwork. I am in my late 60's and I just want the buy out. I don't want to lose all the money I put into this life insurance company, I just want them to fill their obligations to one of their customers.

  Business response

  12/17/2024

  Dear Sir or Madame: Your inquiry received on December 15, 2024, has been referred to me for a response. Policy ********** is a $7,000.00 Final Expense Whole Life Insurance policy issued in the State of Wisconsin, effective May 18, 2021. Policy ********** is a $10,000.00 Final Expense Whole Life Insurance policy issued in the State of Wisconsin, effective March 18, 2015. Ms. ******’ concern is the delay she has experienced with her request to cancel her policies. We would like to apologize for the delay in processing the request to cancel and the inconvenience this has caused.  On November 12, 2024, we received a telephone request to cancel her policies. We sent her a form to complete for both policies on November 13, 2024. We received a completed surrender form on November 26, 2024. We contacted Ms. ****** on December 16, 2024, to confirm she wished to cancel both policies. Based on our conversation with Ms. ******, we have processed the cancellation of both policies. Under separate cover, Ms. ****** will receive a cash surrender check for $295.58 for policy ********** and a cash surrender check for $1,588.34 for **********.I hope this information is helpful; however, should the Better Business Bureau or ***** ****** have any other questions concerning this matter, please feel free to contact me at ************, extension ****. Sincerely, Christos D***** Christos D****** ACS, ALMI Administration Compliance and Quality Specialist

• Initial Complaint

  12/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Trying to collect the life insurance policy that I have paid on for years. The company is dragging their feet. It’s been over 30 days. Ridiculous.

  Business response

  12/13/2024

  Attached is the response to the complaint from ******** ********* Thank you.

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a notice in the mail that there was an insurance policy from Columbian Mutual Life Insurance that my grandfather had taken out on my father. Both family members have passed away. I am the estate administrator, so I contacted the agency and asked about the policy. I was informed that I needed to complete several forms and submit them back via email or through the agency portal for review. I received the documents via email on September 26.2024. I completed all of the forms and submitted them via email on September 30.2024. On October 9. 2024, I was sent several more forms via email that I completed and sent back on October 31, 2024. On November 4, I received an email indicating that new forms needed to be completed I completed the forms once again,. I also provided death certificates for both my father and grandfather. I also provided proof that I am the Estate Administrator and completed a new claims form. I contacted Columbian Life Insurance sometime around November 15. 2024 and was assured that all the documents were received, that the claim would be forwarded for processing, and that I should hear something within 2 to 3 business days. I had not received any messages regarding the claim as of 12/3/2024 so I contacted the agency via phone and was told I needed to email a copy of the most recent claim form again. I complied once again and received an email just today informing me that new documents are required. I was also informed that the claim was transferred to *********** I am deeply concerned because when I asked to speak with a supervisor, I was advised that the claim is less than $100 and was not worth pursuing. I was flabbergasted as I don't care if it is less than $.25, I have a right to know what the claim is worth and they are required to submit it to the estate. I would appreciate any assistance in uncovering the amount of the claim and ensuring that it is sent to the estate. Thank you,

  Business response

  12/17/2024

  Please see the attached response.

  Customer response

  12/17/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ****** ****** *****

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am the beneficiary of my Mother's insurance, along with my niece. In the event of my Mother's passing in September, her Life Insurance policy was presented to the funeral home. Everything was a smooth process for our family, with the exception of the payout. My niece, ******* ******, received her check, as I did. The issue, the check i received misspelled my name and included the incorrect address. When I called your CS Department, I was insulted and told I spelled my own name incorrectly. On October 22nd, I emailed the Claims Dept and provided proof of my NYS ID, with pictures of the fax transmission from *** of the documents sent over to reissue the check. As of today, i called for a status and the CSR Team did not see anything on their side about the error and to reissue a new check. I lost my Mother on September 16th. Why is the process taking so long?

  Business response

  11/27/2024

  Good morning,  Can the complainant please provide a name of the insured, DOB or SSN for the insured or a policy number? We are unable to locate information based on what is in the complaint. Thank you,

  Customer response

  11/27/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Regards,  ****** ************* Good Afternoon, all information was forwarded to you on October 22nd.  Please I am requesting a deposit into my ***** ***** ********  Thank You 

  Business response

  12/03/2024

  Good morning, While we understand all the information was mailed to Columbian on October 22, 2024, we are not able to locate the policy just based on the beneficiary information. We require a policy number or the information of the deceased insured to to provide a full response and requested information for this inquiry. Once that information is obtained, we will ensure that the matter is resolved in a timely matter. We appreciate your understanding. Thank you, Christos D*****

• Initial Complaint

  09/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We requested for a copy of the updated policy to be electronically sent to us via email for review. We have attempted to contact our agent, Miriam C***** multiple times via phone and email with no luck as we are currently still awaiting for a response. This is highly upsetting and Columbian Financial Group had misrepresented itself and set false expectations from what we were it initially advised upon enrollment. We are simply requested for some basic information and notified the New York Attorney General’s office regarding the matter

  Business response

  11/04/2024

  Dear Sir or Madame:Your inquiry received on September 25, 2024, and received on October 29, 2024, has been referred to me for a response.  The policy is a $10,000.00 Final Expense Whole Life Insurance policy issued in the State of New York, effective January 3, 2014.****** ********* concerns are regarding the requests made through the agent Miriam C*****.  Unfortunately, we did not receive requests to make changes to the policy from neither the Agent nor the insured and policyowner **** *******.  We did receive a telephone call on September 3, 2024, which is the first communication we have received since the policy inception, from ****** ******* who explained at the time that he was requesting a copy of his mother's insurance policy.  He stated that they made the request through the Agent but did not hear back.  We do apologize if the Agent did not follow through with this request.  We have, however, mailed a copy of the policy to **** *******'s attention on September 4, 2024, as requested.   Mr. ******* contacted us again on September 26, 2024, and explained that they received and reviewed the policy.  He stated during the call that he was intended to be the primary beneficiary of the policy as they had requested this change through the Agent on several occasions years ago.  It was explained to Mr. ******* that we never received any requests from the agent or from the owner of the policy to make any changes to the beneficiary of the policy.  On October 24, 2024, we received a completed beneficiary change form, signed by **** *******, naming ****** ******* as the primary beneficiary.  A confirmation of the change was mailed to Ms. ******* on October 28, 2024.  We are uncertain as to what Mr. ******* is referring to with claims of misrepresentation as that was not clear in his communication.   We'd like to remind the BBB and Mr. ******* that only the policyowner is authorized to make changes to the policy or even have access to the detailed coverages.  We hope that providing the duplicate policy to the policyowner **** ******* we have met all her needs.  If there was an error at the time of application in 2013, we were not made aware of any concerns until recently.   I hope this information is helpful: however, should the Better Business Bureau or ****** ******* have any other questions concerning this matter, please feel free to contact me at ********** extension *****Sincerely, Christos D***** Administration and Compliance Quality Specialist 

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve been a policy holder on two polices since 8/2021. I never had to call the company for any questions until this morning. I called Columbian Life Insurance twice this morning to get further information from customer service concerning a few questions. When I called, their system advised me there was a wait and I was #34 in call queue. I hung up and decided to call back after my meeting if its online portal will not assist me with what I needed. Furthermore, their online services is not efficient to help consumer's, so I seen why the call queue was heavy. To make a long story short, I called back, I decided to wait, system again told me #34 in call queue. I was on hold for 1 hour and 30 minutes. Then, when I got to #1 in the call queue, the system stated they couldn’t take my call due to technical line issues with their systems and hung up on me. I called back to press an option to speak with another department. I received a Caucasian male in Commissions, who was not very helpful, proactive, or friendly and was very rude. Then he decided dry transfer me while I was still speaking to him. I was transferred to another department, I spoke with a representative who advised me that Customer service is the only ones that can help me. after telling her I was on hold waiting for them, over 1 hour and 30 minutes. Once she transferred me, I got the same recording acknowledging I was #34 in call queue again. This was very inefficient and grossly inadequate services; their communication skills are horrible. They didn’t help me. I’m an upstanding consumer that always pay, no issues and I get treated like this.. I will be pushing this issue of improper conduct because of what I experienced today. This is not being customer centric and it doesn’t sustain professionalism.

  Business response

  08/27/2024

  Dear Sir or Madame:Your inquiry received on August 26, 2024, addressed to Michael F****** regarding the above-referenced policies has been referred to me for a response. Policy ********** is a $25,000.00 Whole Life policy issued in the State of North Carolina effective August 2, 2021. Policy ********** is a $100,000.00 Term Life policy issued in the State of North Carolina effective August 4, 2021.First, we would like to apologize to Mrs. ******* for not being able to get through to a customer service representative to answer her questions regarding the above-referenced policies. We have been short-staffed over the past several months and unfortunately this has led to long wait times. We received an email request from Mrs. ******* on August 22, 2024, requesting a loan on her policies. We did respond to Mrs. ******* via email correspondence on the same day and advised her that there was no loan value available to borrow from for either policy. As requested in this inquiry, we attempted to contact Mrs. ******* by telephone on August 26th and 27th but were only able to leave a message for a return call as Mrs. ******* was not available. I hope this information is helpful; however, should the Better Business Bureau or Mrs. ******* have any other questions concerning this matter, please feel free to contact me at ###-###-####, extension 7455. We apologize again for the difficulties in contacting us.Sincerely,Christos D*****Christos D*****, ACS, ALMIAdministration Compliance and Quality Specialist

• Initial Complaint

  08/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had an active life insurance policy with Columbian since April 2020. Before the inception of this policy, my wife and I spoke with Brandon H**l and gave explicit instructions on the type of policy we were seeking. Mr. H*** then came back with the current policy that we had and assured us it was exactly what we inquired about. Unbeknownst to us, it was not. We faithfully made timely payments on this policy between then and now. It wasn't until my wife's passing in April 2024 that I became aware that what we were paying on was not at all what Mr. H*** advised us we were entering into. I immediately contacted Mr. H*** in April 2024 and several times in May and June to express my frustration with the contradictory information he had given and how the policy actually read. Not only did Mr. H*** continue to lie to me by telling me that I would receive "death benefit payments" for the months of June, July, and August but also that he would meet with me to discuss my concerns face to face on either June 26 or 27, 2024. This was established by a phone conversation with "Crystal," who said she was with Mr. Hall's office and those were the dates he would be in my area and would meet with me. When I spoke with Mr. H***'s supervisor (Mr. B******) in June 2024, while he was immediately outraged, to my knowledge, no disciplinary actions have been taken regarding Mr. Hall's selling practices.

  Business response

  08/19/2024

  
  Your inquiry received on August 13, 2024, addressed to Michael F****** regarding the above referenced policy has been referred to me for a response. The policy is a $16,500.00 Whole Life Insurance policy issued in the State of Florida, effective November 27, 2021.
  
  Mr. *****’s concerns center around the sales process and interactions with agent Brandon H***. Based on Mr. *****’s concerns in this inquiry, we sent Agent H** a questionnaire to obtain some additional details about the sales process and address the concerns in Mr. *****’s letter. We have enclosed a copy of the questionnaire and response from Agent H****
  
  It is important to note that this policy insures the life of ***** ***** and under no circumstances would it provide benefits upon the death of his wife. The application was completed by Mr. ***** and the policy was issued in his name. Based on the answers Agent H*** submitted to our questionnaire, we do not find any wrongdoing on the agent’s part, and it appears to be a misunderstanding of the benefits Mr. ***** applied for.  While we do understand Mr. *****’s concerns, Mr. ***** signed the application as the applicant and insured, and the contract was issued as applied for.
  
  Finally, we also would like to make the Bureau aware that Agent H*** is no longer licensed with Columbian.
  
  I hope this information is helpful; however, should the Better Business Bureau or Larry ***** have any other questions concerning this matter, please feel free to contact me at ###-###-####, extension ****.
  
  Sincerely,
  
  Christos D*****
  
  Christos D*****, ACS, ALMI
  Administration Compliance and Quality Specialist
  
  
  

  Customer response

  08/19/2024

  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. 
  
  Regards,
  ***** *****
  
  
  
  
  

*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. ↩