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Initial Complaint
01/06/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On August 23, 2024 ******* ******* died unexpectedly and his mother ** ******* 88 y/o was devastated and greatly grieved by the death of her beloved son. She decided to have a small intermate grave site service for family. Her son life insurance policy # 10424644 is with Western and Southern Life that his mother ** ******* put her son in over 30 years ago. *** ******* is the beneficiary of the policy paying the premiums faithfully with automatic withdrawal to make sure he would never have a lapse in coverage. The funeral home was paid by Western and Southern Life from the *********** Ohio Corporate office leaving money reminding from the policy to the beneficiary ** ******* his mother 88 y/o of more than $ 8000.00. The corporate office at Western and Southern Life insurance was informed of the remaining funds and paper work was completed as requested by Western and Southern Life. The insurance company continue time and time again to delay payment with empty release dates of when money /check owe to ** ******* would be received. She has spoken with Western and Southern life on more than 5 to 6 times over the last 8 weeks and there is always an excuse or lie why she hasn’t received her payment. The Western and Southern Life corporate office sent ** ******* a letter stating her policy for money owed would be sent from the local office Western and Southern Life in Lafayette; but again, this has not happened. The ********* location stated they don’t send out checks the corporate office in ***********, OH release the checks. *** ******* has been a loyal customer for over 30 years and Western and Southern Life failed to full-fill their obligation of the contract of the policy. They have done fraudulent business. *** ******* need and deserve what is due from the policy she has paid for over 30 years. Please BBB help to make this company accountable to the customer's who they are taking advantage of at the most vulnerable time after losing their love ones.
Business response
01/06/2025
Western & Southern Financial Group has remained committed to our policyholders in assuring that their loved ones receive all benefits intended upon their passing. Upon receipt of a claim, we review all documents such as a certified death certificate along with records we may have on file.

Our company has remained committed to our policyholders, who have placed trust in us for 136 years. Contact has been made to the beneficiary regarding the reissue of her claims check as requested, however we were unable to leave a message as her voicemail has not been set up.
Customer response
01/07/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included

**** ******* spoke with Jackie K claims department at Western and Southern Life Corporate office Cincinnati, OH on 01/07/2025 at 12:10 pm concerning update on beneficiary claim's check. Ms. Jackie informed *** ******* her claims check was requested to be reissued on 12/17/2024 and sent out 01/2/2025 to her current address where she resides. ** ******* address was verified x2 with Ms. Jackie. *** ******* gone though this process several times and won't be satisfied until she has received her beneficiary claim check with the correct amount as promised by Western and Southern Life insurance. A email address was provided to send the discussion of today of the status of her claim check was also requested.

Regards,

**** *******

Business response
01/16/2025
Our Executive Correspondence Manager has attempted to contact *** ******* to ensure the replacement check has been received. As of today, a return call has not been received. If the check has not been received to the address provided, please contact our Executive Correspondence Manager at ###-###-#### Monday-Friday 8 a.m.-5 p.m. ET.
Customer response
01/17/2025
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. **** ******* has received her check in the mail on 1/16/2025.

Regards,

**** *******
Initial Complaint
12/11/2024
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 father passed away in Aug 2020. Around July of 2022, it was discovered that my dad had an account with this company. I turned in all needed paperwork including the death certificate and Trustee of Estate Paperwork to indicate my Trustee powers. Have slowly been dragging along with no resolution of this account. I provided all the necessary information to transfer the account into an inherited IRA, but still no answers from J**** G***** or his supervisor. I sent my last email on Oct 24, 2024, asking where we were at with this account and I have yet to get any response.
Business response
12/17/2024
Western & Southern Financial Group offers an array of products to our policyholders. Upon review, we have found that this is a brokerage account in which our partner services Pershing holds. Additionally, Agency Manager J**** G***** believed the account was settled and has now learned that the claim is still pending. We are working with Pershing Brokerage services to obtain all forms required to close the claim. Ms. ***** should expect to receive a follow up call along with providing any documents needed to close the claim out. J**** has advised that he will remain in close contact with Ms. *****, and if Ms. ***** has any questions she can contact J**** at ************ (office phone number) or the Executive Correspondence Manager at **************.
Initial Complaint
11/19/2024
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.
Subject: Formal Complaint Against Western & Southern Life Regarding IRA Disbursement Dear Better Business Bureau Representative, I am writing to formally file a complaint against Western & Southern Life due to repeated delays and failures in processing an IRA disbursement that was originally supposed to be distributed in July 2024. Despite over 25 communications with the company to resolve this matter, the disbursement has still not been deposited into my designated account at ** ****. Each time I have contacted Western & Southern Life, I have complied fully with their requests for documentation and information, ensuring all requirements were met. On more than ten occasions, I was assured that the disbursement was forthcoming and would be directly deposited into my account. However, these assurances have not been fulfilled, and the funds remain undisbursed. This situation is not only frustrating and time-consuming but also poses significant financial and legal risks. As you are aware, IRA disbursements must be completed by the end of the calendar year to avoid tax penalties. If this issue is not resolved promptly, I will face unjust penalties through no fault of my own. I request that the Better Business Bureau assist in holding Western & Southern Life accountable for their inaction and repeated failures. My goal is to ensure the immediate release of my IRA funds and to prevent others from experiencing similar difficulties. Thank you for your assistance in this urgent matter.
Business response
11/25/2024
Western & Southern Financial Group makes every attempt to process requests in a timely matter. Upon further review, additional verification procedures were required as we make every effort to ensure the policyholders are verified. Our records show that her request has been completed and processed as requested. If *** ****** has any additional concerns, she may contact our Executive Correspondence Manager at ###-###-#### Monday-Friday 8am-5pm EST.
Initial Complaint
09/20/2024
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 mother passed away in June 2024 she had an annuity with this company they mailed me the death claim paperwork after my sister called them informing them of my mothers death it has all went down hill from there I have called three times asking was there a problem and they said no everything was in order and check was mailed on August 20 2024 second time I called a couple of weeks later they said the other agent must have looked at it wrong that it was mailed on August 27 2024 third time I called was today September 19 2024 and they said check was sent to wrong address when I ask what address it was sent to they give me my exact address when I told him that he said oh let me look into this further he then came back and said it was sent to some off the wall crazy address so I ask for a supervisor she proceeds to tell me the check was mailed on August 21 2024 and said it was returned to them with bad address non deliverable so again after questioning her on all the different stories I ask what address it was sent to and she also told me my exact address and said they needed more time to reprocess this again and resend the check this company is playing games at the worst time in a persons life please tell me there is something that the little man can do they had no problem taking my mothers money but now tell lies and delays payment your website is full of reviews complaining about basically the same thing they are doing to me I don't understand how there rating could be so high thank you and I hope the BBB can help
Business response
09/20/2024
Western & Southern Financial Group has remained committed to our policyholders in assuring their loved ones receive all benefits intended upon their passing. We make every effort to pay out claims within our normal SLA times. Our policyholders continue to be our main priority, and assuring that their beneficiaries receive all benefits they are entitled to will continue to be our priority as well.

We apologize for any delays this has caused. I have worked directly with the beneficiary in providing a tracking number ensuring that payment is received by the beneficiary expeditiously. The beneficiary was satisfied with our response and we have now closed the complaint. If she has any additional questions, she may contact our Executive Correspondence Manager at -###-###-#### Monday-Friday 8am-5pm EST.
Initial Complaint
08/10/2024
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 am a beneficiary for my brother ******* **** dob ********** before he pasted away he called to make me his beneficiary and he had 2 policies , we sent the paperwork in signed for what we thought was both policies and no one contacted us to tell us different, so we thought all was taking care of, but when my brother passed away they only sent 1 check and I called they said that policy wasn't signed to me , I have spoke with so Manet different people since all giving me different stories and they was supposed to send me paperwork to fill out to get this taken care off but I never receive it and this last time has been 2 wks still again no paperwork so I called they said give it a couple more days still nothing I'm tired of the lies obviously they did not send paperwork out . Please help me get this straightened out if you can , I appreciate it
Business response
08/15/2024
Western & Southern Financial Group has remained committed to our policyholders in assuring their loved ones receive all benefits intended upon their passing. Upon receipt of a claim, we review all documents such as a certified death certificate along with records we may have on file.

We make every effort to pay out claims within our normal SLA times. Our policyholders continue to be our main priority, as well as assuring that their beneficiaries receive all benefits to which they are entitled..

Contact has been made to Ms. ***** via phone, along with a message. Additionally, the required documents needed to complete the claim has been emailed to her address provided in order to expedite the claim process. If Ms. ***** has any questions, she may contact our Executive Correspondence Manager at ************** Monday-Friday 8am-5pm EST.

Our company has remained committed to our policyholders who have placed trust in us for the past 136 years.
Initial Complaint
08/07/2024
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.
Life insurance pay out.
Business response
08/13/2024
Mr. ***** has requested a claim payout. Upon review, we are unable to locate an insured which would list Mr. ***** as a beneficiary. Our claims management team and Executive Correspondence Manager has attempted a call and email to the client to verify this information, and both have been unsuccessful. Mr. ***** may contact our Executive Correspondence Manager at ************** Monday-Friday 8 a.m.-5 p.m. EST for assistance, as we would like to resolve any claim issues that he may have.
Initial Complaint
07/31/2024
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 mother, *******, had a life insurance policy with W&S Life of Ohio. The policy was issued in 1935. * She died on 12/05/2014. * She had a Living Trust in which I am the sole beneficiary, & my cousin & I co-executors. * The ***** bank account I have used since my mother's death has the name of the Living Trust & my name, as sole beneficiary. (My cousin moved to North Carolina.) * I contacted W&S before the 2019 Pandemic. I provided a copy of the Death Certificate & a copy of the Living Trust naming me as sole beneficiary. W&S "lost" the paperwork. * On 6/17/2024, I called W&S. I spoke with customer service representatives P***, & then R****. Both Page & R**** told me the money had been turned over to the State of ******** as of 6/13/2023. After checking ***** ******** (no money) I found a letter from W&S dated 3/13/2024, a "Notice of Outstanding Check," for the maturity of the same life insurance policy Page & R**** had told me had been turned over to the State a year previous. The check was supposedly issued on 9/13/2023, but was never received. * I was asked to re-submit all of the forms again, which I mailed on 7/12/2024. As my cousin was a co-executor, this involved sending forms for her to sign & have notarized. * I expressed concern over the check being "lost" again. E**** H. told me the check would be sent FedEx. * The check was mailed on 7/25, via ****, even though E**** H. was told Friday morning (7/26) it had NOT been sent yet. * I filled out a form to receive interest, but then the company found a loophole so they would not have to pay it. * The check arrived today (7/31/2024.) It should have been made payable to the Living Trust, per the forms I filled out with E**** H's help. Instead it was made payable to myself & my cousin. My cousin is not a beneficiary and her name is not on the ***** Living Trust account. I cannot deposit the check without her signature. Her name should not be on the check. E**** H is the only honest employee, a gem.
Business response
08/05/2024
Western & Southern Financial has remained committed to our policyholders in assuring their loved ones receive all benefits intended upon their passing. Upon receipt of a claim, we review all documents such as a certified death certificate along with records we may have on file.

The company will verify all legal documents and pay claims accordingly. If both an executor and co-executor’s name is listed on the legal documents, the check is then made payable to both. Upon speaking with the co-executor, it was requested that payment be made to the primary executor.

The IL interest on death claim statute only applies to policies issued on or after 10/01/1977. The policy was issued in 1935 and the statue is not applicable to this policy.

Dr. **** was advised that the claim is processed upon receipt of all documents. We are unable to close out any claim until all documents have been received at which time the claim is payable.

As of today, our records show that the claim has been paid and the complaint has now been closed.
Initial Complaint
05/24/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This complaint stems from a previous complaint that the BBB was able to have the business resolve within a day! My father, ******* *****, passed in NY in January of this year. A bank, ***** ******** ** ** had a checking account and annuity that he had purchased. (the checking account is now closed and that money in the Estate). They started a claim with Western Southern, who have never called me, never spoken to me, and have: sent over their claim packet, demanding an original death certificate that will not be returned had the incorrect beneficiaries on the annuity their employee **** ************ never answers his phone or returns calls they have no email contact for their claim adjusters upon sending in all of this paperwork, they send me another packet advising that they messed up and there are actually 2 beneficiaries (which I told the bank and the bank told them) and they now want me to send another original death certificate and do an entire new claim package they will not answer their phones, the department has no listed contacts or supervisors I have advised them I am not sending them another original death certificate as they have one in their file I have advised them that their error is not an acceptable reason for such a massive delay in sending this check Additionally , this annuity should have been continuing to grow during the last five months I have been trying to attain the TOD and they have refused to release any of the funds or the information. I have sent contact emails on their website, I have called their customer service line, I have sent messages to their social media accounts, with zero response from the correct department. I want this claim processed by Tuesday, understanding it is end of business on a Friday going into a holiday weekend, and the check in my mailbox to provide to my mother and I by Wednesday. The total annuity is 77,911.46, 50% to myself, 50% to my mother.
Business response
05/30/2024
Western & Southern Financial Group has remained committed to our policyholders in assuring their loved ones receive all benefits intended upon their passing. Upon receipt of a claim, we review all documents, such as a certified death certificate, along with records we may have on file.

We make every effort to pay out claims within our normal SLA times. Our policyholders continue to be our main priority, and assuring that their beneficiaries receive all benefits they are entitled to will continue to be our priority as well. We apologize for any delays this has caused.

Our company has remained committed to our policyholders who have placed trust in us for the past 136 years. Contact has been made to the beneficiary and any benefits that he or she is entitled to has been made.
Customer response
06/03/2024
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.

Please be advised that, thank you to the assistance of the BBB, the annuity asset I have been chasing for two plus months was received today from western southern via *****. In less than one week from my making a BBB complaint the company took care of what they could not do on their own devices in months
Thank you!!
*** *****
Initial Complaint
04/15/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 4/2/24, I submitted, via email, a request for a partial withdrawal ($50,000) of the cash value of my VUL. I've had the policy for 22+ years. On 4/4/24, ******** **** completed the transaction and withdrew the money from my account. On 4/5/24 they claim to have sent the check (I have an email from their client services team making that claim.) On 4/10/24, I received by US mail, a paper statement confirming the withdrawal and balance change. (I was expecting the check to accompany the statement update--it did not). The next day on 4/11/24, I received another full statement updated from ******** **** via USPS mail. Still no check. I call the client services support number and was told again that the check mailed on 4/5/24 and they couldn't stop payment on the check until 10 days had passed. Today 4/15/24 (10 days from the date they claim to mailed the check) I again called to let them know that the check had not delivered. Now they’re claiming that the check didn’t mail until 4/8/24 and the time span is 10 WORKING days! I am located in ******** and they are located in Cincinnati. That is the same USPS zone with an expected delivery in 3 days. I have already received 2 different mailed statements from them via USPS since the transaction was executed on my account. I checked with the USPS and they had no reported problems in delivery for mail delivering to Westerville from Cincinnati during this period. It is my sincere belief that due to the size of the disbursement they are delaying for as long as possible sending my funds even though they’ve removed the funds from my account.
Business response
04/19/2024
******** Life processed the client’s withdrawal request on 4/4/24. A check produced 4/5/24 to be mailed to the client. *** ****** called 4/11/24 and was told the request was processed. On 4/12/24, *** ****** called to check on the status of the withdrawal request and was told that we could not stop payment and reissue the check until 10 business days. The 10th business day was April 19th. On 4/16/24, ******** **** reached out to *** ****** to confirm the check had not been received and we can stop pay and re-issue.

On 4/17/24, a stop payment was placed on the check. A new check was sent overnighting via *** ** on 4/18/24.
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 this does not resolve my complaint. For your reference, reasons for rejection are included below.
I provided evidence of an email from the ******** **** Client Service, dated 4/11/24 stating, “The check was mailed to your home on Friday, April 5 2024.” Which contradicts the response provided by ******** **** Insurance, “A check produced 4/5/24 to be mailed to the client.”
When I called on 4/11/24, I was then told that the check was mailed on 4/8/24 (following Monday). I was not told that the check was “processed” as indicated in the ******** **** Insurance response. I was also told that the check couldn’t have payment stopped and reissued for 10 days, and not “10 business days”.
On 4/18/24, I received a check from ******** **** Insurance in the mail POST MARKED AND METERED ON 4/16/24! WHICH WAS THE SAME DAY THEY RECEIVED NOTICE OF MY COMPLAINT AND 8-11 DAYS AFTER THEY CLAIMED TO HAVE MAILED THE CHECK! Image of check envelop provided.

Regards,

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

Business response
05/06/2024
******** Life processed the customer's request on 4/4/24. The check produced overnight. Due to the withdrawal amount, the check had to go through a quality review and needed to be signed off by management before being mailed.

Management approved the check on 4/11/24, and sent the check for mailing. It is a ******** **** procedure that will stop payment and reissue check 10 business days after it was produced. The 10th business day was 4/19/24.

On 4/16/24 ******** **** reached out to the customer to confirm the check had not been received, and we can place a stop payment on the check and have it reissued.

On 4/17/24 a stop payment was placed on the check. On 4/18/24 a new check was sent overnighting via *** ** tracking #**** **** ****.
Customer response
05/07/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and while their story continues to change each time it was told, and their story doesn’t match the records I have in an email from their service department or the postage meter date on the mailed check, I have received my money and do not wish to spend any more time dealing with this matter.

Regards,

****** ******
Initial Complaint
04/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Western & Southern has not paid out death benefits. We have contacted them several times about payment and it is always some accuse for the delay. They state that they have mailed letters, but we have not received any (as stated by several others on this site). First they say that they had the wrong D.O.B. (as stated by others on this site), then after supplying the required documents, they now it's they have to readjust the value and will take time. Really, have long does it take to enter the corrected D.O.B and have the computer instantaneously give adjusted value. This is just a consistent stall tactic. Their excuses seem to follow a pattern of other complaints for delayed payment or not paying at all. I see a class action brewing!
Business response
04/19/2024
Western & Southern Financial Group has remained committed to our policyholders in assuring that their loved ones receive all benefits intended upon their passing. Upon receipt of a claim, we review all documents such as a certified death certificate along with records we may have on file. If a date of birth is different than what is listed on the death certificate, this could result in either additional funds payable to the beneficiary or, it may result in a reduction of benefits as stated in the contract due to incorrect date of birth.

We make every effort to pay out claims within our normal SLA times. Our policyholders continue to be our main priority, and assuring that their beneficiaries receive all benefits they are entitled to will continue to be our priority as well. We apologize for any delays this has caused. When this occurs, manual calculations are required.

Our Company has remained committed to our policyholders who has placed trust in us for the past 136 years. Contact has been made to the beneficiary and any benefits that he or she is entitled to has been made.
Customer response
04/24/2024
Better Business Bureau:

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

Regards,

***** ******

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