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Initial Complaint
01/30/2025
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.
I took out three policies with National Life Group Insurance company. My insurance agent name is ****** ******** ************. I only signed paperwork after the Policy was submitted to confirm that coverage would start. According to National Life, they denied our $25000 insurance policy for my son saying that they did not know that he was Autistic. That is not true, we had to submit all our medical records and doctors info in order to even qualify for the policy. My son was a rider on my husband policy. Also when our son passed away, we had to do a sworn affidavit and again I let provided all information about my son. National Life Group sent a form that we did not sign nor have ever seen of the application saying that we put no that our son was autistic. This is not true. No such form existed of was presented to us to even say no. I feel that the insurance company do not want to pay out for accidental death benefit. The paperwork we sworn to and submitted below clearly states that our son had autism, even though he did not die as a result of autism.
Business response
01/31/2025
Due to privacy regulations and our own internal privacy policies,we will be responding directly to the complainant. Thank you.
Customer response
02/01/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[I am not at all satisfied with this auto generated response, when my 6 year old son has acid accidental death and the insurance company refuse to pay out for his death benefit on some false accusations about fraudulent activity when in fact, the company did their own investigation before the policy was even granted. It is documented from my kids pediatrician that the insurance company submitted a record release back in December of 2023 before the policy was even granted. The insurance company was aware that my son was Autistic.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****

Business response
02/04/2025
Due to privacy regulations and our own internal privacy policies, we will be responding directly to the complainant. Thank you.
Customer response
02/04/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****
Initial Complaint
01/24/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have tried to help my husband, ****** B. *****, **** surrender an old life insurance policy on which he is no longer paying premiums, which continue to be deducted from the cash value of the policy. We no longer need the policy but would like to redeem its cash value. The required DocuSign form was completed and signed on 6 Nov 2024. Cash was to be deposited in our joint checking account at ****************; all the necessary account and routing numbers were provided for ***. Nothing has been forthcoming. I have called several times and been assured that the funds transfer would take place shortly. I spoke with a representative on 12 Dec 2024 who told me the funds should be in place the following week. Most recently I spoke with another representative, whose employee number I have, and was told he had contacted the relevant person in charge of the transfer and that it would be forthcoming soon. This conversation took place on 9 Jan 2025. It is unconscionable that it is taking this long and I want the disbursement to take place post haste. Please help.
Customer response
02/04/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
This was a matter I had attempted to resolve over the course of three months and numerous lengthy phone calls after my DocuSign form to initiate settlement with the company was filled out, signed, and accepted. I got repeated assurances that everything was in order and the matter would soon be settled. After finally filing my complaint with BBB, the money was in my checking account within a week. Thank you, BBB!

Regards,

****** *****
Initial Complaint
01/22/2025
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 opened up a policy with agent **** ******** August 2020. I started the policy with $400.00, I realized it was too much at the time for me to do so I lowered the *** to $200.00. Mr ******** never said anything about the amount being lowered i explained to him and it was fine. My husband lost his job during this time so could no longer do the $200.00. I was able to go into the portal and lower the *** again this time to $100.00. I should also mention that Mr ******** was trying to get my daughter to work for his company, that's also the reason I took out the policy. I later found out that Mr ******** left the company, i did lower the monthly *** again this time to $50.00 the reason for this is that ****** my daughter has Lupus and had quite a few replases and hospital stays so the more money I had the better. My issue is that this company was using the funds I had accumulated and putting it towards the premium payment unbeknownst to me. When i would call to ask for and explanation or at least the agent that should have now had my policy in his/her portfolio no one ever called me back. I used my hard earned money to open this policy in good faith, and this company stole from me, I was never informed that i was in any violation of not keeping up with the terms of the policy. I finally was able to speak with someone on 8/23/24, she was very defensive and matter of fact, this is the reason why i was sceptical of doing this. I don't understand how I'm the one that's at a lost and now I can't get anyone to help me out. they couldn't get enough of me when they wanted me to sign on the dotted line, I would like half if not all my money back.
Business response
01/22/2025
Due to privacy regulations and our own internal privacy policies, we will be responding directly to the complainant. Thank you.
Initial Complaint
01/12/2025
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.
I had three policies including my children (LS1813718, LS1813687) I am writing to formally file a complaint against National Life Insurance regarding a life insurance policy I purchased based on misrepresentation. The deceptive practices and false information provided by the company have caused me significant financial and emotional distress.I was recruited through what appeared to be a pyramid-like scheme, where the focus was heavily on recruitment and the exaggerated benefits of the policy. During the sales process, I was assured by representatives of National Life Insurance that the policy could be canceled at any time, and I would receive a full refund of the premiums I paid.Trusting these assurances, I agreed to purchase the policy and began paying monthly premiums. However, I later discovered that the policy does not allow for any refunds upon cancellation, contrary to what I had been promised. This was a devastating revelation, especially as I am currently facing financial hardship. The money I paid in premiums was significant to me, and I relied on the false promise of a refund as a safety net.Realizing I had been misled, I stopped paying the monthly premiums. National Life Insurances lack of transparency and unethical sales practices have left me in a difficult position, both financially and emotionally. I cancelled my familys policies. Their failure to disclose the true terms of the policy and their false promises have caused undue stress and financial harm.I am requesting the Better Business Bureaus assistance in securing a full refund of the premiums I paid to National Life Insurance. Thank you
Business response
01/13/2025
Due to privacy regulations and our own internal privacy policies, we will be responding directly to the complainant. Thank you.
Initial Complaint
12/31/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This company lapse my life insurance policy Stating it is not an acceptable form of payment (they have yet to return the original), this violates their 8K & 10K filings with the SEC.
Business response
12/31/2024
Due to privacy regulations and our own internal privacy policies, we will be responding directly to the complainant. Thank you.
Customer response
01/01/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

****** ******
Initial Complaint
12/20/2024
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 mother ****** **** has a life insurance policy with National Life Insurance Company, Montpelier, VT, Life insurance Company of the Southwest (LSW). ****** **** passed away on 12/8/24. I contacted the *** and reported the claim. I promptly got a response with a death benefit of $7,289.97 and this amount seems to be considerably less than the Fair Market Value (FMV) of the policy which was around $17K the last correspondence I have from the company. I asked *** to explain to me the calculation of the death benefit and *** of the claim and I also asked for a copy of the policy so I could read and understand how the death benefit was calculated. Per *** legal department they will not provide me with a copy of the underlying policy. Without reviewing the underlying policy how can I be sure the death benefit *** has provided is correct. I would like a copy of the policy and an explanation and exact calculation of ****** ****** death benefit, that does not seem too much to ask for from ***. Frankly, *** lack of transparency has caused me to question even more their death benefit calculation.
Business response
12/23/2024
Due to privacy regulations and our own internal privacy policies, we will be responding directly to the complainant. Thank you.
Initial Complaint
11/25/2024
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 November 7, 2034, I received a letter from National Life Insurance regarding an IUL policy I had inquired about requesting me to sign and accept the terms of the policy. I did not agree with the terms so I did not sign and accept the document by docusign. However $2,000.00 was still withdrawn from my checking account without my permission. I have requested my refund but as of this date, the company has not cooperated.
Business response
11/26/2024
Due to privacy regulations and our own internal privacy policies, we will be responding directly to the complainant. Thank you.
Initial Complaint
11/20/2024
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.
We have been trying to get in touch with our life insurance agent for weeks and in some cases months. We have sent emails left phone messages and texts with no reply. The home office cannot/will not help us.
Business response
11/21/2024
Due to privacy regulations and our own internal privacy policies, we will be responding directly to the complainant. Thank you.
Initial Complaint
10/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am the beneficiary of a life insurance policy that my mother took out for me many years ago. The value of the policy upon her death was approximately $13,300. I contacted National Life Group to surrender the policy and they sent me only $8,400. I attempted to contact them regarding this issue but they won't access my account as they claim I much provide the beneficiary on the policy. I was the beneficiary on the policy but they claim it's someone else and will not answer any of my policy questions. I've contact their fraud department but this is an obvious attempt to hide the reasoning for the missing funds they did not send me which is approximately $5,000. I asked for a contact number to their fraud department and they gave me a fax number. This company is withholding my funds, not providing me a reason why and have listed a beneficiary on the policy that I never provided.
Business response
10/31/2024
Due to privacy regulations and our own internal privacy policies, we will be responding directly to the complainant. Thank you.
Customer response
10/31/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

******* *******
Initial Complaint
10/21/2024
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.
Dear BBB,I am writing to formally lodge a complaint against National Life Insurance concerning a financial transaction that occurred on June 19, 2023. My specific issue pertains to services provided by their agent, ******* ***, who is affiliated with ************************, during the acquisition of an insurance *********** of Transaction: June 19, 2023 Amount Paid: $8,000 Nature of Services Provided: National Life Insurance Nature of the Dispute:As a new arrival to *****************, I made it clear to National Life Insurance's agent, Mr. ******* ***, that I have little to no financial literacy, and I relied on his expertise to guide us in choosing the appropriate financial product. In an email dated June 19, 2023, I explicitly informed Mr. *** that we were new to the **** and not financially literate. Despite this disclosure, I believe we were misled and provided with inadequate guidance, leading us to commit to a financial product that does not serve our best interests. This misrepresentation and lack of clear, informed advice has resulted in financial distress and dissatisfaction with the service we received.I have already contacted National Life Insurances complaints department to resolve the issue and submitted the aforementioned email as evidence. Despite my efforts, I have yet to receive a satisfactory response or a proposed solution from the business. I believe this lack of response reflects poorly on their customer service and commitment to resolving disputes in good faith.This complaint does not involve any misleading or false ************** summary, I am seeking the Better Business Bureaus assistance in resolving this issue with National Life Insurance. I expect a fair investigation into the situation and, ideally, a refund or adjustment to the policy that takes into account the misrepresentation I experienced.Thank you for your attention to this matter, and I look forward to your prompt response.Sincerely,********* ***
Business response
10/22/2024
Due to privacy regulations and our own internal privacy policies, we will be responding directly to the complainant. Thank you.
Customer response
10/22/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Notification of Contacting Better Business Bureau Regarding My Case
Dear National Life Insurance Group,
I am writing to formally inform you that I have contacted the Better Business Bureau (BBB) to assist in resolving my ongoing case with your company. I want to make sure that you are aware of this step and that we are now working with BBB to find a resolution.
I contacted your oragnization yesterday, October 21st, 2024, and they provided me with the name of your companys Compliance Officer, ***** *********, as the contact person to whom will direct further correspondence regarding this matter. This information was given to me following a call I made to your customer service, which was answered by *******.
Please note that I am committed to working with BBB to resolve this situation, and I hope this helps facilitate an efficient and satisfactory outcome.
Thank you for your attention to this matter.
Sincerely,
********* ***
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
Ndidi

Business response
10/28/2024
Due to privacy regulations and our own internal privacy policies, we will be responding directly to the complainant. Thank you.
Customer response
10/29/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]******* *** never disclosed that withdrawing funds within the first year would trigger penalties that would significantly impact our savings. He led us to believe that there would be flexibility in accessing our funds for the home purchase without any financial loss. His omission of this critical information has resulted in a financial setback for us, which we are now struggling to overcome. Currently, National Life group transfereed $500 out of the $8,000 I contributed so far.
Without full transparency, we were unable to make an informed decision. We trusted ******* as a financial fiduciary, but this trust was violated when crucial details about the penalties were withheld, causing unexpected financial hurdles. His lack of transparency and failure to disclose key terms constitute misrepresentation. He is also has some insurance and frudulent charges and National Life Group was dealingwith someone without licence as their representative and used him to extort money from me.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
Ndidi

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