ComplaintsforAGIA Affinity

• Initial Complaint

  03/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I received a letter dated 2/23/24 (postmarked 3/26/24), 11 days later on 3/5/24, stating that I will receive a settlement check for the death of my mother "under separate cover". I waited until 3/8/24 to call to inform them that the check has not arrived. I spoke to Christopher in the the Claims Department and he stated that the check DID go out on 2/23/24. He stated I should wait 30 days to call back, if the check doesn't arrive. This did not sit well with me because I had made financial decisions based on the letters promise to receive funds. I called back on 3/11/24 and spoke with K******* in the Claims Department and she stated that the check DID NOT get sent out. She stated that the company they use to issue checks JUST informed them that the checks HAVE NOT been sent. I, however, have no reason to believe that the check-issuing company waited 17 days to inform them. She stated I should call back at the end of the week and I said "No, I will be calling every day until this is resolved." I also asked what other option there is to resolve this and was told there is not another option for resolution. I have now learned 2 things from this situation 1) Do not make future financial decisions based off of an insurance companies promise to pay in a timely matter 2) Laws regarding payments for clean claims. Minimum, I should have received a letter, email or phone call informimg me that the check had not been sent as promised. To show that this was not done in bad faith, I will expect to receive an expedited check (shipped priority/overnight). An apology does not pay suffice in this situation. My mother retired from the State of Mississippi, so they received her premium for YEARS, and for them to just "tell me to call back and see" does not show good business standards. They have added grief to an already terrible situation.

  

  Business response

  03/18/2024

  We understand Ms. B****’s frustration and appreciate her bringing her concerns to our attention. Normal claim check issuing procedures, which are  managed by our payment processing and check printing vendor, have been impacted by unforeseen circumstances which caused her check to be delayed. A representative from our office called Ms. B**** on March 12 and 14 to update her on the status while our team worked diligently to restore processing so that we could have her benefit payment generated.  After her the benefit payment was sent by overnight mail on March 15, we spoke with her today and she confirmed she received the payment on Saturday, March 16.  We apologize for the frustration she experienced related to this issue and are glad we could resolve it for her.       

  Customer response

  03/20/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21419156, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** B****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  12/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ON 12/18/2023, I WAS CHARGED 1 FEE OF $119.00. I SEARCHED MY INBOX MAIL AND I FOUND A JUNK EMAIL SAYING I WAS BEING CHARGED FOR AN ACCOUNT OF $119.00. I DID NOT SEE THIS BECAUSE I JUST DELETE JUNK EMAILS AND I WOULD SEND AN EMAIL THEN DENYING ANY ACCEPTANCE OF SOMETHING LIKE THIS. IT'S A SCAM! EITHER I GET A REIMBURSEMENT OR I WILL FILE CHARGES.

  

  Business response

  01/03/2024

  Hello Mr. D****. We contacted you about your concerns and confirmed in December 2022 you completed an online enrollment for ID Resolve, an identity theft protection program, in which you authorized automatic renewal payments. Prior to the deduction of payment, we notified you via email of the upcoming charge and processed the payment for the continued protection you signed up for. Following the deduction, we received an email from you requesting a refund and we promptly issued the refund. We have resolved this matter with you over the phone and you’ve confirmed a refund was issued. Thank you for bringing your concerns to our attention so that we could confirm the charge as valid, and remedy your request for cancellation. 

  Customer response

  01/04/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21049726, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** * D****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  03/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  They are the administrators of life insurance I have with NY Life. I have been attempting to get resolution to being overcharged premiums. I began seeking resolution in September 2022. I had two policies, term life. One was a 10 year term set to expire on September 1, 2022. After being advised of my options on that policy, which included continuation of coverage with annual increases of premiums, or letting the policy lapse, I decided to let it lapse. However someone at AGIA started a new policy on my behalf without my permission. They began increasing the amount of money they auto-deducted from my retirement warrant without explanation. When I found out that they created the additional account/policy, I wrote asking that it be immediately cancelled and that I be refunded. However, the amount of money taken from my retirement warrants continued to be higher than it should have been. They sent me a refund check in February 2023, but it failed to adequately account for the amounts taken from me. I called them again, they supposedly opened a new investigation, and I mailed them a comprehensive explanation with copies of my retirement warrants as proof of funds deducted by their agency. I called today, 3-30-23 only to be told that there was no current investigation, and the impetus was on me to prove how much I am owed. Because the amount deducted from my warrant is a lump sum, I am not able to determine how much I was being charged for each policy, therefore I am unable to determine the exact amount I am owed. I do not know if I was refunded for the erroneous policy. I am not able to determine if they stopped taking money for the policy that expired on 9-1-22.

  

  Business response

  04/06/2023

  We are sorry to hear of the frustrations Ms. C******* experienced in her attempt to resolve this matter.  To respect her privacy, we have reached out to her directly and are providing her with a written summary of the retirement warrant process, breakdown of the premium history, and an accounting of the amounts deducted from her warrant and to which policy the funds were applied.  We are also explaining the new policy she mentioned which was established as a continuation of the expiring policy and not activated unless a payment was received outside of the retirement warrant process.   We appreciate Ms. C******* bringing her concerns to our attention as we take these matters seriously, and it is important to us that we provide her with the information she needs to resolve her concerns.             

  Customer response

  04/07/2023

  
  
  Complaint: 19874800
  
  I am rejecting this response because:
  

  Until I receive the explanation as to what occurred, and until I receive a full refund of overcharges, I cannot consider the matter resolved.  I did receive a phone call, contact information, and a promise that my situation is being investigated which I greatly appreciated.  However, based on past unfulfilled promises, I am hesitant to believe that they will indeed follow through.  I am told that I will receive another contact by the middle of next week.  I hope that is the case.

  
  Regards,
  
  ******* C*******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  04/13/2023

  We have provided Ms. C******* with her entire premium/payment history along with a copy of the information our office sent her about the continuation of coverage policy. In addition to providing information which explained the auto deduction increases, we talked with her and confirmed she did not pay premiums for the continuation policy and that the refund check she received is accurate.  We acknowledge the frustration she experienced and regret the difficulties she encountered.  As a result of her experience, we have implemented new communication procedures to prevent a recurrence of the issues she encountered.   We appreciate her raising these concerns so that we could address them appropriately.   
  

  Customer response

  04/25/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19874800, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* C*******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  06/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 14th 2022, I sent a notice of cancellation of a "Group short term disability income insurance policy", policy #5*******48 to A.G.I.A. located in Phoenix, they are the policy provider. It was sent via USPS, Certified Mail #95******************47, to A.G.I.A.; **** *** ****, Phoenix, Arizona, 85068. The Envelope was signed for by a P. Steelman on March 17th 2022. This notice was sent per the verbal instructions of their representative. On April 29th 2022 I confirmed over the phone with a representative of A.G.I.A. that the notice was received. A.G.I.A. is still deducting the policy premium of one hundred and sixty-two dollars and one cent from me without any authorization to do so. They have collected three hundred and twenty-four dollars and two cents total for the last two months, April and May 2022.

  

  Business response

  06/08/2022

  Please see our attached response to this complaint.    

• Initial Complaint

  07/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a life member of the VFW and this company has a contract with the VFW for accidental death and dismemberment. I originally sent them all the requested information for dismemberment on the 23rd of March 2021. They said they never received it so after weeks of calling and trying to find the information I sent I sent them another package of the claim forms registered mail this time. They claim that they have not received it but my tracking number says they did. Still trying to resolve this problem to no end. R/ Mark Byrne

  

  Business response

  07/20/2021

  As the third-party administrator for the Veterans of Foreign Wars Insurance Program, underwritten by Securian Life Insurance Company (Securian), we are responding to the Better Business Bureau complaint filed by Mark Byrne regarding his claims under his Accidental Death insurance.   

  Due to privacy regulations, we are not able to provide details concerning Mr. B**** account and policy; however, we have responded directly to Mr. B****. 

  Please be assured that we take this matter seriously, and we appreciate the opportunity to review and respond to Mr. Byrne’s concerns.  If you require additional information, please contact me at ###-###-####, extension, 3163, or by email at *****************@AGIA.com

  S***** ******** 

  Customer Relationship Analyst

   

• Initial Complaint

  05/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been enrolled with this company for cancer insurance coverage since august 1,2018. I just tried to call them because I now have to file a claim for payment because I’ve been diagnosed with cancer. I called the phone number of ###-###-#### and ###-###-####. Both numbers say” office closed because of the holiday “. It’s Monday 5/24/21 at 11:33am EST am I being scammed for my monthly premiums and no coverage or no way to contact legionnaires insurance trust?

  

  Business response

  05/28/2021

  As third-party administrator for Securian Life Insurance Company, we are responding to the complaint submitted by ***** D****** regarding the “closed for the holiday” message he received when he called our office on May 24, 2021.

  Earlier that day, we had learned there was a technical issue with our phone system which caused the “closed for the holiday” message to play incorrectly. At the time Mr. D****** called, we were working with our service provider for resolution. The recording was active for approximately 4 hours.

  We called Mr. D****** soon after receiving his complaint from your office. We talked with his daughter and provided her with the necessary information to assist him.

  We recognize that Mr. D****** did not have a good experience in his time of need and apologize for any frustration and concerns he experienced. We have worked with our service provider to ensure this unfortunate situation does not happen again.
  

  We hope this information has been helpful. Feel free to contact me at***-***-**** ext. 3114 or by email at [email protected] if you have questions.
  

  Sincerely,

  Y***** *****
  Customer Advocacy Manager

  Customer response

  06/01/2021

  
  
  I have reviewed the response made by the business in reference to complaint ID 15496250, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** D******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

*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. ↩