Complaints

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• Initial Complaint

  Date:05/22/2024

  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.

  Assure for Life has been receiving premium payments for burial insurance. The insured made payment to church to cover services. The policy, covered by Assure for Life, was to reimburse for burial service 3/16/2024. Per Assure for Life, they sent the funds via uncertified mail to the church where service was held. The church never received funds. When Assure for Life was contacted regarding payment, they confirmed they sent the check and emailed a copy of cashed/deposited check as proof. The check was clearly compromised with an additional name typed in. The church also verified they didn't know the person who added their name to the check as well as the signature or account number endorsed on check. ********************** informed me that there is nothing they can do, even though the check was compromised. I would have to deal with the church regarding payment. Neither I nor the church have the authority to file a claim for further investigation with the ************ (Assure for Life). Assure for Life needs to initiate and complete investigation of location of and proper retrieval of funds to fulfill their obligation to the policy/contract.

  

  Business Response

  Date: 07/01/2024

  This concerns the death of ***************************************, plan number FL12941 and case number ******, who passed away in *******, ** on February 11th of this year.

  
  

  Regarding this case, the family, residing in *******, decided to perform a direct cremation in ******* and then transport the ashes to ******* for a memorial service. The memorial was held at their church, *******************************. We informed them that we could cover the rental chapel fee there. They indicated that they would talk to the church to send us the invoice, which we received on March 13th. Subsequently, we contacted the church to validate the payment method, and they indicated that a check should be sent as they could not accept card payments. We confirmed the address for sending the check, and it was sent on March 14th.

  
  

  On Friday, May 17th, we received a call from the policyholder indicating that the church had not received the check. Upon verifying with our company's treasury department, we confirmed that the check had been cashed (deposited in an account). We sent the transaction proof to the client.

  
  

  They then informed us that it was not the church that cashed the check and that the check appeared to have an altered name beside the churchs name in a different font (attached). They asked if we had added that name, and we clearly indicated that we had not. We then contacted the pastor of the church, who confirmed that their mailbox had been vandalized, and everything inside had been stolen.

  
  

  We proceeded to investigate with **** of America to determine what could be done in this situation. Initially, they informed us that the church, being the affected party, had to report the fraud. This was communicated to the family. Upon further inquiry, the bank provided the correct instructions for proceeding with a fraud claim with **** of America. Through *******************, our funeral assistance consultant, I personally communicated (attached) that we regretted the inconvenience, and despite the unusual nature of this case for all parties involved, we proceeded with the payment. The information was also sent to the membership funeral assistance plan holder, ********************************************.

  
  

  Finally, the payment was sent on June 27th via certified mail through the United ********************* with tracking number ********************, thereby fulfilling our commitment. It is important to mention that at no time did Assure for Life act in bad faith or negligence. On the contrary, in this unusual and atypical case, we provided a solution to the affected parties.

  
  

  I hope this resolves the unsettled dispute and clarifies the events.

  
  

  Sincerely,

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