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:07/15/2025

  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.

  My father passed away on 1/30/2025. I learned that he had an Insurance Policy with Accordia Life. The policy listed myself and my three siblings as beneficiaries. On May 15, 2025 I mailed in my required documentation. I called on 5/26 and was told a document was missing. I emailed that document in on 5/26. I called 10 days later and they could not locate the document I had emailed in. I had proof the document was sent. On 6/26 I called and was told the claim would be processed within 7-10 business days. I called again on 7/8 and the customer service *** said the claim was being processed and could not tell me when checks would be mailed out. This is shameful behavior for an Insurance Company. This money was set up so that my father's children would have the money when he died . Clearly myself and my siblings are being denied money that is rightfully ours. This has now been two months to process a simple life insurance claim. Please help. This practice hurts people at the most vulnerable.

  Business Response

  Date: 07/15/2025

  Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
  
  We will provide a written response to the consumer on or before 08/04/25.

   

  Thank you!

   

• Initial Complaint

  Date:11/04/2024

  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.

  My husband passed away in Aug, 24. He has life insurance with Accordia Life insurance and Annuity . On Oct 5, 2024 I ***** the claim form and an original death certificate to them and was signed for on 10/7/24. I called customer service on 10/15/24 to asked if they received my documents to start the claim and was told documents were not uploaded to the policy therefore cannot start the claim process. I was transferred to a lady by the name of ****, the escalation specialist and was told she had ask the mailroom to look for my package and advise I can send an electronic file consists of the claim form and death certificate to **************************** On Oct 16 I got reply email from ask customer service stating that they have received my email and was forwarded to the processing departing for processing and it will take up to 10 days to pay the proceed. On Oct 28, 24 I called the customer service # again and spoke with a supervisor by the name of Sunshine she acknowledged the processing **** have everything needed to process and she will call me on Oct 30 to confirm check will overnight to me which I requested. On 11/1/24 I call customer service again and this time Sunshine told me the process **** don't have the death certificate to proceed and she transfer me to **** again. I again gave her all the information and send the email containing the claim form and death certificate again and this time she said it can take up to 5 days for her to get an answer from their processing ****. The odd thing about this customer service center is They can't talk to the mail room or the process **** and have to wait on email response. I've been giving the run around for the last month and not getting my husband's insurance proceed.

  Business Response

  Date: 11/04/2024

  Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
  
  Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information.  As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
  
  We will provide a written response to the consumer on or before 11/24/24.

  Thank you.

• Initial Complaint

  Date:10/15/2024

  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.

  My mother passed 12/19/2023 and she had a life insurance policy with said company. At the funeral home the funeral director called said company to see if the policy was active and was told yes. The funeral director proceeded with the arrangements for my mother. Two days after the funeral we were told that there was a problem collecting the funds for the service. All paperwork was filed in a timely manner. I received notice for a 2nd time requesting information. I sent in death certificates for my mother with the claim paperwork for payment - again it was received or it was wrong. So again I sent in 20 pages all the signatures and filled with the notary that was asked from the company. I spoke to someone 10 days after the last submission and was told that he doesnt see anything. After submitting my documents on 9/24/2024 via email I received another email on 9/27/2024 advising me of the time frame for processing. But when I spoke to the representative he advised me that he didnt see anything but he saw the email that I sent in. I want help resolving this matter its been going too long and its time for a resolution.

  Business Response

  Date: 10/15/2024

  Keeping Policy information secure and private is one of our
  top priorities. In compliance with state and federal privacy laws, we are
  required to restrict access to Policy information to the Policy Owner or
  authorized individuals. Therefore, because we have not received written
  authorization to release information to the Better Business Bureau, we are
  responding directly to the Complainant.
  
  Our team’s policy when handling complaints/inquiries is to
  work on the items in the order they are received. We are currently reviewing
  this matter and gathering appropriate information.  As soon as this review process is complete,
  we will again correspond directly with the Complainant. We expect this process
  to be completed in approximately 7-10 business days from today. While we are
  reviewing this matter, we welcome the opportunity to address any additional
  questions or concerns the Complainant may have.
  
  We will provide a written response to the consumer on or
  before 11/4/24. Thank you.

  Customer Answer

  Date: 10/15/2024

   
  
  Complaint: 22398915
  
  
  
  I am rejecting this response because: the claim was first opened on December 2023 following the death of Marilyn Jackson (my mom)  Afrer numerous attempts and sending in required paperwork all we received was NO COMMUNICATION from the insurance company.  When I called in I never was always told that we have send in this and that and how they never received anything from me.  I had my siblings sign paperwork (claim forms) three different times.  We were told that this was an active policy in December 2023 but it did not pay for the funeral service.   I am expecting this matter to be solved with payment from the said policy.   

  
  
  
  Sincerely,
  
  
  
  Tynita Baith

  Business Response

  Date: 10/16/2024

  We are still in the review process and have reached out to the Complainant. 

   

  Thank you!

• Initial Complaint

  Date:09/03/2024

  Type:Product 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.

  My mother is attempting to collect the life insurance policy for my father that passed away 6/5/24. Contacted Accordia on 6/10/24 for information on how to proceed. Letter dated 6/14/24 and another dated 6/19/24 was received on 6/28/24. Letter dated 6/14/24 had the incorrect state listed.On 7/1 all information needed (life clain form, original certified death certificate and policy) were sent to ************ IL address shown on return label. **** notified that it was received on 7/5.Called on 7/23/24. Said they had not received it and to wait 7-10 business days. Explained it has been far past that timeframe. Contacted 2 days later and all contents were received and it was being reviewed. Agent that sold the life insurance policy was assisting by sending the same information to Accordia and has relayed that they are putting a rush on the check, they have everything that is needed, yet we have not received the payment.The exact same inital packet of information neededhas been sent to the beneficiary multiple times since June, yet they are saying they have received everything needed to pay the beneficiary. On 8/23 Accordia said they received what was needed and it was approved on 8/22 and we should receive the check next week. As of 8/30 it has not been sent and after calling we are told that yet another letter was mailed to the beneficiary on 8/26.

  Business Response

  Date: 09/03/2024

  Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
  
  Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information.  As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
  
  We will provide a written response to the consumer on or before 09/23/24. Thank you.
  

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22221572
  
  I am rejecting this response because: We, myself and the beneficiary have been told to wait 7-10 business days every time we have called since the end of July.

  We were also told on 8/23/24 that the information was complete and accepted as of 8/22/24 and the payment of the life insurance will be sent to the beneficiary. 
  When contacting again on 8/30/24 we were told correspondence was sent on 8/26/24 regarding additional information that is needed. 
  Neither payment nor correspondence has been received via **** as of today, 9/3/24.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/04/2024

  Hello, 

   

  We have not issued a final response yet. We have assigned an analyst to your case. The earlier response was simply to acknowledge we have received your complaint and are reviewing it. We will provide a final response by 09/23/24.

   

  Thank you!

• Initial Complaint

  Date:08/29/2024

  Type:Billing 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 paid off loan in full on 12/1/22 for $75,232.33 and the funds were allocated to my account incorrectly causing accounting value issues from that point until I ultimately submitted request for cash surrender/closing of account. This accounting issue was never resolved internally and reduced my Account Value and Cash Surrender Value amount considerably (over 10k) because my account was being charged interest and fees while losing money from the investment piece. I would like full accounting explanation of Account Value from the time of my loan repayment on 12/1/22 until date of Cash Surrender. My husband ********************* UL00041625 also did loan simultaneously and his loan repayment also on 12/1/22 for $71,569.74 was allocating correctly. ********************* cash surrender value was 110k and mine was only 100k, and that makes zero sense because my Account Value was always upwards of 20k higher than ************************* acct up until the loan repayment error. Accordia owes me explanation, correct accounting details and money.

  Business Response

  Date: 08/29/2024

  Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
  
  Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information.  As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
  
  We will provide a written response to the consumer on or before 09/18/24. Thank you.
  

• Initial Complaint

  Date:05/20/2024

  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.

  Purchased life insurance through a different company in 2005, the policy has since been transferred to this company. I have been attempting since March 25 of this year to surrender the policy. I have been given an incorrect address for mailing the surrender request, the address that is printed on ALL of the correspondence from this company is ************. I have been told that address is incorrect but even mailed received from them May 15, reflects the "incorrect" address. I have received a ridiculous amount mail, they have sent and re-sent the identical surrender request paperwork approximately 9 times, address change paperwork approximately 5 times even through I had completed said paperwork. In fear that my policy would be cancelled, I did mail a payment which they tried to claim they did not receive even through I have copy of cancelled check that they processed April 24. As of May 17, I still have not received payment for policy surrender and was told today that "cost basis needed to be calculated" I fear this company is attempting to have the policy lapse so as not to have to pay the cash surrender and each time I call there is no resolution except that turn around time is 7 business days. I was told today that this would be escalated and that I should see results in 3-5 business days. As this has been ongoing since March 25, I am not feeling a great deal of confidence.

  Business Response

  Date: 05/31/2024

  Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
  
  Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information.  As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
  
  We will provide a written response to the consumer on or before 06/19/24. Thank you.

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21725218
  
  I am rejecting this response because:
  To answer this complaint does not require any information regarding my policy. In addition, I did finally receive the check for the surrender of my policy but the company did NOT follow instructions regarding tax withholding on the pay out. This company really needs to get their stuff together as their customer service is the absolute worst.
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/13/2024

  Our sincerest apologies for any oversight. We had listed we responded on 05/31/24. 

  Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
  
  Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We completed our review of this matter and gathered all appropriate information.  We have completed the review process and have corresponded directly with the Complainant.
  
  We mailed a written response to the consumer just today, on 06/13/24 and spoke with this individual on 06/12/24. 

  Thank you.

• Initial Complaint

  Date:03/05/2024

  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.

  Dad has annuity he wants to surrender (approximately $14,000). I filled out the forms and sent them via certified mail, to the address on the form (PO Box ****** in *********). After 3 weeks I called for an update. They dont have the paperwork. According to the tracking number ***** ********************) it was picked up on 02/05/2024. They said it should have gone to PO Box ******, but it was the same company. Spoke to a supervisor (**************) who said she would locate it and call me back. That was on 02/29/2024. I called her today 03/05/2024 as I hadnt heard from her. They cant find the paperwork. This has all of dad important information on itSS#, birthdate, etc. This makes me really nervous and upset. Who has this paperwork and why cant they find it? Dad has had this annuity for 70 years even though it has changed companies. Not impressed with ******.

  Business Response

  Date: 03/06/2024

  Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.

  
  Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information.  As soon as this review process is complete, we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.

  
  We will provide a written response to the consumer on or before April 1, 2024. Thank you.

  
  

• Initial Complaint

  Date:02/06/2024

  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 Acquired 2life insurance policies 20yrs ago from Aviva Life Ins. Several years later Accordia Life acquired our policies. At some point ,I was late with one Acct ********** and it fell into a lapsed period. *** policy was restored and put into a FlexiblePremium Whole Life??.With this plan Premium payments were automatically made from cash value Acct. ??.This Policy was also placed on a Dated term 4/14/2024. Two weeks ago I notified Accordia and spoke with a Rep. *** young man I spoke with stated in our discussion that he would mail me reinstatement forms -7-10 days arrivival. After 7 days I called and inquired. This Representative told me its noted I call but no record about reinstatement. He went on further to say I was told that.. as if I was lying. He stated I should have received it, but he can read what it states. Regrettably **************..in short ..this policy needed to be reinstated 5years ago. Well..!! Till this date No letter.. An Annual statement sent..cash value$5.66-Surrender Value..$5.66. In conclusion ,I still have another Sons policy with them. However,I feel theyve been Exploitive, Discriminitive, and has used an Unfair practices towards me. Please Help..!! My son referenced here is a Army Vet..

  Business Response

  Date: 02/06/2024

  The attachment was blank, please provide the information in pdf format. 

  Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
  

  Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information.  As soon as this review process is complete, we will again correspond directly with the Complainant. We expect this process to be completed in approximately **** business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
  We will provide a written response to the consumer on or before 02/23/24. Thank you.
  

• Initial Complaint

  Date:01/30/2024

  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.

  Since October of 2023 I've been trying to terminate a policy sold to me by Accordia. I've been told multiple times to send in the documents when I've called to confirm that I've fax and mailed out the required documents. Today they tell me that I need to have my spouse sign the documents, which is the first time anyone has told me this. I feel that they don't want to give me my money back. I was told the pay out on this policy was $6000. I'm sure there's others who are having the same problem as I am with them. They seem to be shady and unethical.

  Business Response

  Date: 01/30/2024

  Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant. Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information.  As soon as this review process is complete, we will again correspond directly with the Complainant. We expect this process to be completed in approximately **** business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
  We will provide a written response to the consumer on or before 02/19/24. Thank you.

• Initial Complaint

  Date:09/27/2023

  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 signed an agreement with Accordia Life and Annuity on March 9th, 2022, that I was led to believe was mainly a market index fund by a company agent, ***************************. I now know that I was deceived and duly conned by this company.I have already paid out $1,667 monthly for 18 months for a total of $30,008 and only discovered in the annual report that Accordia Life will keep all the 1st year premium if I cancel my policy. Nowhere in their original agreement did it mention the huge amount of my money that Accordia Life would keepit is almost my entire premium. The agent, ***************************, never discussed or mentioned this huge surrender fee. I only saw the surrender fee on the first page of the annual report and realized the company was deceptive and not transparent or honest during our discussions or on the original agreement. I have lost all my trust in Accordia Life and Global Atlantic Financial Group. I see that I was targeted, manipulated, and robbed by these companies.When their agent first contacted me, I asked how they got my work number (I thought it was a scam). He wasnt honest from the start; he suggested that my employer give him my details, but he didnt mention his companys name. He said that if I paid in my bank savings, it would grow in his ****************** I was hooked and ready to transfer my savings, but then he told me of a personal loss in his family and recommended additional insurance. I now see that was all a trick. No market index fund would have a surrender fee for all the premiums.I spoke with their customer service (****) and a supervisor (****), and they basically said there is nothing that I can do. They suggested I keep paying $20,000 per year for 17 years, then the surrender fee will be zero. I think theyre trying to confuse and trick me when all I want is to cancel my policy immediately.Please help get my money back and cancel my policy. I dont trust Accordia Life and Global Atlantic Financial Group.Sincerely,**********************

  Business Response

  Date: 09/27/2023

  Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
  Our teams policy when handling complaints/inquiries is to work the items in the order they are received. We are currently reviewing this matter and gathering appropriate information.  As soon as this review process is complete, we will again correspond directly with the Complainant. We expect this process to be completed by 10/05/23. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
  We will provide a written response to the consumer on or before 10/16/23. Thank you.