Complaint Category: Failure to provide promised assistance or support for products or services
Complaint: Denied Policy after 15 years.
Insurer was healthy when policy was setup in **** and now that the insurer has conditions they canceled the policy. Problem on our end is that we let payment lapse (truly unaware), which allowed them to review medical history and gave them a way out. Premiums have been getting paid since ****. Person I talked with agreed that insurer was out of luck and that they could not help. not resolution as this was the only thing the insurer had to cover for funeral cost.
Initial Business Response
We have been unable to locate a policy file using the information provided. We did a search for ******** at the address given and were unable to find a matching identity. We have, or have had at one time, 29 individuals with the name ******** insured, however none of them live in *********, **. If you could provide the insured person's full name and date of birth that would be very helpful. Thank you. **** *********, Underwriting Manager, Assurity Life Insurance Co.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not accepting this response because this is the reason why people have life insurance is to help in cases where the insurer doesn't have money laying around to cover certain arrangements. The fact that you target people to by into your policy and find is so easy to just drop them is in-human. funds were put into this policy for 14yrs to cover cost if something happen and now the insurer has not coverage. I know how it lead up to this point but because of a hectic life this very important matter slipped thru the cracks not on purpose but by miss-hap and with the length of time we have been with you I find it heartless that your company did not even care or try to help us. The person I talk to agreed to the comment I stated that the insurer is out of luck. This company does not have their clients best interest in mind. It is all about the money. Any one ever ask me about this business I will tell of this event so they will know.
Final Business Response
When we issued this coverage in **** the insured was in good health with no admitted medical impairments. When the premium for the coverage wasn't paid the policy lapsed in ************. We sent billing notices on *********, **********, and *********. If we had received the premium payments by *************, 31 days after the due date, we could have kept this coverage in force. We cannot require you to pay premiums or continue coverage with us, but we did send three notices before this coverage terminated. After the policy lapsed for non-payment of premiums we received a reinstatement application which does ask health questions. In order to reinstate coverage the insured person must be in the same health they were when they originally took out the policy. This is according to the provisions in the policy contract. In this case the insured person had several serious medical conditions that cause them to be uninsurable. We informed you, the owner of the policy, that we were unable to reinstate the coverage due to the insured persons admitted medical conditions. Unfortunately we are unable to offer coverage due to the insured person's medical history. There was coverage in force from ******** of **** to ************, and the premium payments paid for the coverage while it was in force. There is no cash value or surrender value for this policy as it was term coverage, there is no refund that can be made.
Complaint Resolution: BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.