Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Family First has called and texted me 10 times a day for the last 2 weeks claiming that I submitted an inquiry regarding insurance. Even when I tell them I did not submit an inquiry (I have health Insurance through United) and to take me off their call list, they PRESS ME and say "Well then how would I have your information?" They are harassing me and will not stop.

  

  Business Response

  Date: 07/11/2025

  We received Mr. ******* information from a verified vendor, indicating his need for health insurance and also consent for us to attempt to make contact.  Apparently and based on the nature of the complaint, Mr. ***** did not complete this request and we have since added him to our internal "Do Not Call" list which will prevent any further attempts from our agency to contact him.  I do apologize on behalf of our agency!

  Customer Answer

  Date: 07/11/2025

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I can't stop getting multiple calls text messages and emails from this business. I understand that they received my information from another source because I was looking for health insurance. I'm not looking for health insurance now and I want to be removed from the call list. I tried going on to the website but I can't find how to stop receiving contact from the company.

  

  Business Response

  Date: 07/08/2025

  We received **** O/Brien's information from a vendor who obtained prior consent and attempted to respond to a request for Health Insurance coverage.  **** ****** has since been placed on our "Do Not Call" profile preventing any further contact from our agency.  I/we do apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 07/09/2025

   
  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.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filled out a form looking to get quotes on insurance. I then received about 27 phone ****** within 60 minutes of filling out that form. I answered every call *** asked them to kindly remove me from their list. This company has refused to remove my number and continues to harass me. In the most recent call the representative told me he needed to know what company I chose.... I told him none. I dont want it anymore. And he insisted he needed a name. When I refused to provide a name he said "fine. Enjoy the calls then." This phone call was relieved at 3:19pm on 7/7/25. If someone from the company wants to communicate here within the BBB I can give you all the details so you can hopefully discipline this individual. I have listed all the phone calls... 4 of these I answered and asked to be removed from the list. The rest I blocked.... but they keep calling from a different phone number. 7/3/25 8:03am 8:34am 12:09pm 2:09pm 5:40pm 7/7/25 8:50am 3:19pm

  

  Business Response

  Date: 07/08/2025

  Hello,

  In researching this complaint, I see that our company made (2) attempts to reach Mr. ******* around the time indicated on July 7th.  We were only reaching out to fulfill an online quote request for Health Insurance coverage.  Mr. ******* has since been placed on our "Do Not Call" profile and will be prevented from further contact from our agency.  I/we do apologize for any inconvenience.

• Initial Complaint

  Date:05/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against First Family Insurance and ************************* due to a complete lack of communication and a sudden, unexplained increase in my health insurance premium.****** ********, the agent from First Family Insurance who originally sold me my ************************* policy, has been completely unresponsive for over a year despite multiple attempts to contact him. I have received no support, no follow-up, and no ability to ask questions or address issues regarding my ******* make matters worse, my monthly premium was randomly increased to $394.04 without any prior notice, explanation, or authorization. When I contacted ************************* for assistance, I was told the only option was to cancel my policy, and they claimed to have no further information or contact for ****** ******** or First Family Insurance. This leaves me without recourse and with a significantly higher premium that I never agreed to.This is unacceptable. I am seeking a full investigation, a return to my original premium amount, and accountability for the agents disappearance and the insurers failure to provide proper service.

  

  Business Response

  Date: 05/05/2025

  In response to Mr. ******** complaint, I completely apologize for the lack of communication with your agent.  There is no excuse for a lack of responsiveness from your agent.  At First Family Insurance, we hold our agents to a very high standard as it pertains to customer service expectations and client responsiveness. I will personally address this issue with this agent and also with his leadership chain.  As it pertains to your annual rate increase for your policy, it is required that any insurance carrier notify you of your increase in writing, both by mail and also to your e-mail address of record.  Additionally, communication is also posted to your consumer portal for you to view if your account was created upon policy issuance. First Family Insurance does not dictate monthly rate increases to consumer health insurance policies, only the carriers themselves decide upon and communicate such information directly to the consumer.  If you call your carrier directly, they may have options to reduce your monthly premium such as a higher deductible.  That request has to be made from the consumer and not the agency/agent themselves.  I hope that you find this information helpful!

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Filled out an online form to see if I qualify for ******** when I leave my job in a few months. I have received no less than 12 calls in 12 hours. I block one number and another pops up. This is nothing short of harassment.

  

  Business Response

  Date: 04/17/2025

  We received Ms. ******** information from a contracted vendor with an indication that she was in need of new Health Insurance coverage.  Upon receipt, we did make a couple attempts to reach her, each with no success.  We have since placed Ms. ****** on our internal "Do Not Call" profile, and she she will receive no further contact from our agency.  However, that will not prevent other agencies from attempting to contact her.

• Initial Complaint

  Date:04/15/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have received and keep receiving over 30 calls a day since April 10 , 2025 ******** regarding health quotes . I tell the caller I am not looking insurance and No one by that name is at this. Multiple caller said they would remove my name from the list. I keep getting text messages address to Mr ********* I text opt OUT and NO SUCH PERSON AT THIS NUMBER. The majority of callers has a 915 area code. Prayerfully, filings this complaint will help stop this very disturbing situation from continuing. PLEASE REMOVE MY CELL PHONE NUMBER FROM YOUR HEADQUARTERS DATA BASE. THERE IS NO AT THIS NUMBER BY THE NAMES ******** OR BIDJONG.

  

  Business Response

  Date: 04/28/2025

  We received this phone number from one of our vendors indicating that an individual (different name) was seeking and or inquiring about new Health Insurance.  After making several attempts to reach out to this individual and only received a voicemail message, it was only later discovered that the individual was not tied to the phone number provided.  We have since placed this phone number on our "Do Not Call" profile and have made no attempts since April 15th.  No further attempts will be made by our agency.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was continuously getting calls and texts From different numbers claiming to be with your company. I told one person to take me off the call list which he responded so you want to be high priority? I said no take me off your call list and now im getting even more texts and calls than before almost 15 a day I do not want or need your insurance LEAVE ME ALONE

  

  Business Response

  Date: 04/08/2025

  We received Mr. ******* contact information from a trusted vendor, advising of his need to obtain Health Insurance coverage.  Our vendor also expressed that consent and permission to contact Mr. ******* was previously obtained.  As a result of this complaint, we have since placed Mr. ******* on our "Do Not Call" profile and have made no further attempts since the morning of April 7, 2025.  All future attempts to contact Mr. ******* will cease as well.

  Customer Answer

  Date: 04/08/2025

   
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unwanted calls all day

  

  Business Response

  Date: 04/08/2025

  We received Mr. ******* contact information from a trusted vendor advising of his need to obtain Health Insurance.  Our vendor also expressed that they previously obtained Mr. ******* consent and permission to contact him to inquire about his need for Health Insurance coverage.  As a result of this complaint, we have since placed Mr. ***** on our agencies internal "Do Not Call" profile and will have no further attempts to contact him going forward.  However, that is specific to our agency and we have no control if other agencies attempt to contact him.

• Initial Complaint

  Date:03/28/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Mid February of 2025, I purchased a health insurance policy from First Family Insurance through agent *********** ******. Initially, the purchasing process seemed straightforward. However, once the policy was activated, communication from Mr. ****** completely ceased. Despite multiple attempts to contact him for clarification, I received no response or assistance.Upon verifying directly with the insurance provider, Golden Rule Insurance (a subsidiary of ****************), I discovered the policy sold to me is an indemnity plan rather than a PPO with comprehensive health coverage, contrary to my explicit expectations during the sale process. At no point was it clearly communicated that I was purchasing a limited-benefit indemnity plan rather than comprehensive health insurance.Additionally, multiple medical providers have been unable to verify my coverage. This has led to significant confusion, inconvenience, several hundred dollars spent on the plan and several hundreds of dollars in medical bills that have been billed directly to me. I have spent numerous hours attempting to clarify my coverage directly with **************** still with no resolution or receipt of any benefits from the plan.Given these circumstances, I am deeply concerned that the insurance product was misrepresented or inadequately explained during the sales process. Given the large volume of negative feedback and spotty information related to First Family Insurance and *****, including the removal of his image from his Linkedin profile. I am extremely concerned about the legitimacy of this business and apprehensive to contact or provide any further information to them directly.Desired Resolution:More visibility into information about the company and agent in order to verify the legitimacy of this business and assure that I can in fact coordinate a solution with them.Clarification of my current coverage and options to obtain comprehensive insurance directly through ****************.

  

  Business Response

  Date: 04/01/2025

  It's unfortunate and unacceptable that Mr. ********** experience with our agent (***** ******) has been other exemplary.  As an agency, we hold ourselves and our agents to very high standards and take great pride in our external business reputation, both from a consumer experience along with our digital reputation.  Thus the reason we are an accredited agency and also continue to maintain our A+ rating with the Better Business Bureau.  The United Healthcare plan sold to Mr. ******** has access to the UnitedHealthcare Choice Plus PPO network and is widely accepted.  Although regulatory impacts from the previous administration imposed vast limits and restrictions to individual coverage outside of the exchange, Mr. ******** should still has a viable Fixed Indemnity Plan with United that also provides both in-network and out of network coverage.  We would be happy to assist in explaining his coverage further, or also having a duplicate policy packet sent to his address of record.  In the meantime, we will also address internally the issue with the lack of communication from Mr. ****** to his customer.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23126333
  
  I am rejecting this response because there is no pending status available through BBB. I received a call from the agent but only after submitting this complaint..
  
  By the time we spoke I had spent over 6 hours on the phone with United and my 3 providers  trying to get the plan verified with each of them. This is a very obscure plan so every provider needs to either be on a conference call with United's support team or given very explicit instructions to find it. The excessive time was caused by dropped calls in the middle of the process and very mixed information from United support before finally getting a call from a supervisor. The providers have now verified the plan but have been unable to submit any claims so far. I was also notified that I always need to manually submit every individual claim for medication or any myself. 
  
  I have still not received any benefit from this plan, so I am unable to resolve this complaint. I'm now in a situation where I am racking up premiums and medical bills across multiple months. I am following up with my providers throughout this week and will report back on the results.
  
  In their response, First Family included a lot of information not directly related to this issue. Because of this, I want to clarify some misconceptions for anyone else who may see this. They reiterated that this is a PPO. According to United's Support supervisor and United's own website, this is not true. It may be possible to work with a wider range of providers than an *** (If they ever receive or approve a claim), however this is a Fixed Indemnity plan from a subsidiary of ******. They are trying to market it as a comprehensive PPO plan directly from United.
  
  First Family also points out that they have a good rating on BBB. It's well known that the way BBB's ratings work does not always accurately reflect the practices of the business. Similarly ratings on other platforms can be manipulated. The experience of First Family agents disappearing after the contract is signed is not a unique to me as can be seen in ****** reviews among other places. (I take responsibility for not looking into this ahead of time.) You can also see in their BBB complaint history that they have questionable practices related to lead generation. Example, just because a complaint is resolved when a company finally stops spam calling the person who submitted doesn't mean there isn't a, potentially, systemic issue with the company. A similar example is how I will resolve this specific complaint if I eventually get reimbursed for my insurance claims or have some other way to reconcile. They will maintain a Triple A rating but I would take that with a grain of salt. 
  
  It's also worth noting that the agent has become very eager to help but I'm still only able to communicate with him via a new phone number, never via email or text. The only people I've ever had this issue with are people who don't want to have a paper trail of communication. BBB is my only way to formally document what's happening until I find a resolution.

  

  Business Response

  Date: 04/04/2025

  Once again, I am responding to and addressing Mr. ********** concerns from his initial complaint.  I feel the need to clarify a misstatement in Mr. ********** rejection to my previous request.  I clearly stated the following...  "The United Healthcare plan sold to Mr. ******** has access to the UnitedHealthcare Choice Plus PPO network and is widely accepted".  I also stated that Mr. ******** has a viable Fixed Indemnity plan with United.  I also offered resolution to his compliant through multiple different opportunities.  A) We would be happy to assist by explaining his coverage further B) By having a duplicate welcome packet and plan documents re-sent to his address of record. 

  The original nature of the complaint was due the inability to communicate with his agent, or lack of contact with his agent of record.  ***************** rejection, he fully admits that his agent did in fact follow up with him by phone.  It's unfortunate that it took a BBB complaint to facilitate such, but his agent did contact him.  **************** take advantage of the opportunity to address his policy and communication concerns with his agent upon calling him...?  *************** do as I suggested when speaking with his agent (by requesting that a duplicate welcome packet and plan documents re-sent to this address of record)...?  We provided Mr. ******** the opportunity to address each of his concerns, directly with his agent and cannot help if he did not do so.  To my knowledge, Mr. ******** has also not phoned into our ************************ to inquire about receipt of a duplicate packet.

  In closing, we made an honest attempt to address each of his concerns, directly with his agent of record.  We've offered suggestions for resolution that apparently, Mr. ******** may not have taken advantage of when speaking directly to his agent.  We want all of our customers to be happy with their agent and happy with the service and resolution provided by his/her agent, but cannot be a spokesperson on behalf of our customers.  We've addressed his complaint from every angle and Mr. ******** apparently did not take advantage to address these concerns when the opportunity was presented.  What else can we as an agency be expected to do at this point?

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23126333
  
  I am rejecting this response because:
  
  The solutions offered are not sufficient to reconcile my issue. I discussed with the agent that we need to see if any claims are accepted in order to move forward. The steps recommended in the response (calling the agency support line or accepting a new copy of the introduction packet) has no bearing on the situation. The respondent has posed several questions implying that I am not taking action to resolve this. That is deeply insulting considering how irrelevant the offered resolution is and the outrageous amount of time I have wasted trying to work through this ridiculously convoluted situation. How will any further discussions on the phone get my claims approved? Why is the agent unwilling to put anything in writing about our communication? Why does every interaction with your company need to be communicated verbally? Every time I have communicated with anyone from First Family they have continued to be dishonest.
  
  Issue 1: I have not received any benefit from this policy as of writing this response.
  
  It has taken numerous hours of coordination for any provider to even be able to find a way to submit a claim. I'm told it will take ***** days for the claims to be reviewed by Golden Rule and for me to be reimbursed for the bills I've received directly. I have still been unable to confirm that I will in fact receive any benefit from this policy as my personal medical bills continue to pile up. 
  
  Issue 2:
  
  This policy was misrepresented to me by the agent. It is not a PPO, It does not cover a majority of my needs. We explicitly discussed what those needs were during the sales process but it has become clear that this agency specializes in offloading sub standard and sub par policies presented as comprehensive PPOs. 
  
  Means for resolution:
  
  A. I receive reimbursement and/or approval for all applicable medical bills covered under this policy through the duration that it was active.
  B. I am reimbursed for the premiums I've paid into this plan and I am successful in finding new coverage.
  
  In order to achieve one of these resolutions, I am willing to open an email thread with the agent as well as any necessary staff from First Family and Golden Rule. It is necessary that we communicate in writing in order to ensure clear, honest, communication with consistent information.
  
  I have been put in an extremely difficult and stressful situation as a result of working with this agency. I am spending an inordinate amount of working/business hours on the phone trying to get my claims submitted and approved. I am unsure if I will be able to recover any of the money I have spent since I started working with First Family. Because of the misrepresentation of this policy, I am underinsured, putting my family in serious risk if any serious health problems arise.

• Initial Complaint

  Date:03/07/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am getting non stop phone calls and text messages claiming to be First Family Insurance. They are coming in all day long and it is incredibly frustrating as I do business from my personal phone. I follow the prompt to unsubscribe every time a text comes through, because I never signed up for this or requested insurance, and I just get a new text a few minutes later from a different number. PLEASE remove me from your list as this is incredibly frustrating.

  

  Business Response

  Date: 03/11/2025

  Mrs. ****,

  Please accept our sincere apologies for the unwanted contact as we received a request/need for insurance with this phone number attached, but with a completely different name associated with the phone number.  Upon receipt of this complaint, we immediately placed this number on our internal "Do Not Call" profile and no further attempts to contact this number can, or will be made.

  Customer Answer

  Date: 03/11/2025

   
  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.
  
  Sincerely,
  
  *******************