ComplaintsforFidelity Life Association

• Initial Complaint

  02/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Fidelity Life is on my iPad calendar even though I never requested it. I cant unsubscribe to get it off. Id like to delete the Fidelity Life info because Im not interested. However, I cant delete it. If I wanted life insurance, this experience clearly would cause me to never consider Fidelity Life.

  

  Business response

  02/09/2024

  Good Morning,

  I have added you to our DNC list as well as our opt out list. Please let me know if you have any further questions

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

  Best, ***************************

  Customer response

  02/09/2024

   
  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

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In September 2023 I purchased a $12,000 life insurance policy, Since I purchased that policy I have not been able to register on the website AND I have never received a copy of the policy. I have called several times and sent a letter requesting a copy of the policy. I have never received a complete copy of the policy. Emails not responded to other than a one page certificate that confirms I have a policy.Based on the non-response I am posting on my local nextdoor to avoid purchasing any insurance policies from Fidelity Life

  

  Business response

  01/16/2024

  Good afternoon,

  Please see the attached response and await the response letter being mailed today. A full copy of the policy was already mailed on January 1, ****, but with the holiday, might have also been delayed.

  Best Regards,

  Policy Administration.

• Initial Complaint

  12/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Around nov, I received an email from the bussiness saying that if no payment was made before nov 20ish The policy will be canceled. So I didn't make any payments after nov 5th expecting to cancel the policy. However it still charges me on dec 3rd after I paid my credit card.

  

  Business response

  12/27/2023

  Please see attached responses

  Customer response

  12/28/2023

   
  Complaint: 21053945
  
  I am rejecting this response because:

  According to the communication history, the cancelation request has been received by business on Dec 6th. There is 13 days premium to be pro-rated refunded. Also the written letter is very offensive stating that I would have the possibility died during 2021 to 2023. No one is actively wishing for death and get the so called benefits. If the business thinks this is appropriate then I wish all the same to them.
  
  Sincerely,
  
  Haowen Fan

  

  Business response

  12/30/2023

  Please see attachments

• Initial Complaint

  11/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On my life insurance policy, the incorrect payment was listed on the website and my statement so when I called to pay they said they would charge what was listed and then charge the difference of $189 to make my payment the correct amount. Well on October 2 2023 they charged the difference $189 then charge the correct amount. So they overcharged me $189. We set up a new policy for my husband, which has been paid. But the old policy that I was told is canceled when on the phone with our agent setting up the new policy. However they then charged us $502 for the old policy onNovember 10, 2023. I called/left voicemails and emailed for two weeks. I called/emailed our agent, customer service, our agents boss. Finally I was able to get ahold of our agents boss. He said he would refund the money. However after a week, I called to confirm the refund has been processed on their end and no response. I emailed and no response. No one else in the company can supposedly help me. So now I'm filing this in hope you can help me can my refund.

  

  Business response

  12/08/2023

  Good morning,

  Please see the attached response. Policy Owners will also receive a detailed response letter, being mailed today.

  Best Regards,

  Policy Administration

   

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband had a life insurance policy through fidelity life. He passed away on August 13, 2023. I filled out the paperwork and returned everything with the policy as instructed. They then call and tell me they need to investigate. My husband passed away on hospice from pancreatic cancer. I have called and emailed repeatedly to no avail asking when all of this will be done. They are still waiting for files. They send me links that lead nowhere. Im beginning to wonder if this company is a scam. They dont seem to have anyone who can answer questions and I received a letter for the investigation out of a completely different state. They were quick to take payments out of our bank account monthly though.***************************** Insured ******************* *********************************************************

  Customer response

  11/16/2023

  I had contacted you in regards to a life insurance policy not being paid. I received a check with no correspondence or explanation for a little over $2000. The policy was for $500,000. I tried to contact Fidelity Life but was never called back. Attached are the the pics of no correspondence from them via the website.

  

  Business response

  11/20/2023

  Please see the attached response.

  Thank you,

  Policy Administration

  Customer response

  11/20/2023

   
  Complaint: 20843420
  
  I am rejecting this response because:
  The company has made no effort to contact me.
  Sincerely,
  
  *****************************

  

  Business response

  11/21/2023

  Good morning, **************,

  The response we mentioned is a letter that was mailed out yesterday, 11/20/23. We do not post detailed responses directly on this website, due to the sensitive information included. Please allow time to receive and review our response.

  Sincerely,

  Policy Administration

  Customer response

  11/21/2023

   
  Complaint: 20843420
  
  I am rejecting this response because:
  I have yet to receive this letter. You claimed you sent it several days ago and then say you mailed it out on the 20th.
  Sincerely,
  
  *****************************

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ****************************** , I started a insurance policy on my sister ************************* over three years ago with her ********** I got this policy due to my sister having health issues, I explained to the agent that I will like to have insurance on my sister so if anything was to ever happen to her IM able to give her a proper burial in take care of her 5 children who I knew I would be responsible for, my sister unexpectedly passed away in her sleep Monday October 2nd I contacted the insurance company which is FidelityLife and they told me there will be no payout because her policy only covers accidental death which is not what I signed up for , also yesterday I received a letter from FidelityLife telling me there is new and increase payment that will be billed to me monthly for ***** on my sister *************************, I am literally devasted and will need some kind of payout this is not fair because I didn't know her policy was accidental death only because that's not what I wanted to be signed up for, I feel like this company set me up for failure and signed me up for what was convenient for them , I have been paying on this policy faithfully for the past couple of years in they have shown me that they have no remorse in could care less

  

  Business response

  10/25/2023

  Please see the attached response.

  Thank you!

  Policy Administration

  Customer response

  10/25/2023

   
  Complaint: 20724288
  
  I am rejecting this response because: Nothing was never resolved I asked them to send me a copy of policy and a letter stating why I won't receive anything they sent me the copy and that was it. Once again nothing was resolved. When I started this policy back in December 2020 I spoke with agent by the name of ********************* pacifically told her that I was looking to get life insurance on my sister who has health issues so that if something was to happen to her I'm able to take care of her five children , the agent asked was my sister around to go over some questions, I called my sister on three way and we went from there and the agent also stated that there is no exam needed. With all of this being said I don't know how and why she was signed up for accidental death, that is not what we asked for and it was not explained to us that this policy will be just for Accidental Death, that's like waiting around for a family member to be killed which does not make sense or serve a purpose. When we received the policy pocket we just put in a safe because we knew my sister was insured and that was all that mattered. Talking to customer service since this situation has not been a help at all when I have been paying my hard-earned money monthly for my sister policy never not once thinking that I would have to use it for them to tell me that there is nothing they can do is totally unacceptable. I signed up with Fidelity Life due to their  great reputation and now I'm disappointed and feel like I have been scammed. I would like to be fully refunded for what I have paid these past 3 years or some type of settlement.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a full term life insurance policy and paid $100 a month for six months. I told ******* that I could not keep up paying $100 a month since I am retired and told them I wanted to cancel the policy and get a refund.They canceled the policy but did not send me any money back.

  

  Business response

  10/18/2023

  Please see the attached response.

  Thank you,

  Policy Administration

  Customer response

  10/30/2023

   
  Complaint: 20692160
  
  I am rejecting this response because:
  I asked Fidelity to send me a copy of the check they say they sent to me as I have never received a check from them regarding the cancellation of the policy. I am still waiting for their response. 
  
  Sincerely
  ***********************
  

  
  

  

  Business response

  11/03/2023

  Dear ************,

  Per your request submitted to the BBB, a copy of check number ****** in the amount of $37.46, which was originally 
  mailed on October 20, 2021, has been re-mailed to your address.

  If you have additional questions, please contact **************** at ********************************** or at ************.

  Sincerely,

  Policy Administration

  Customer response

  11/14/2023

   
  Complaint: 20692160
  
  I am rejecting this response because:
  

  I received a letter from Fidelity Life today with a check for $37.46. That is not the amount of refund I am seeking. They should be sending me a check for $600.00.

  I dont know why they think they are doing.  This is why I filed my complaint.

  
  

  Sincerely

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

  
  

  

  Business response

  11/28/2023

  Good afternoon, ************,

  We apologize for not responding sooner to this rejection as we were awaiting your receipt of the response letter. Per the letter, "The policy packet described Fidelity Life Associations Right-to-Examine provision, explaining that you may return the policy within 30 days of delivery for a full refund of premiums paid. The policys schedule page also showed the policys required annual premium payments. Since you requested cancellation outside of the 30-day Right-to-Examine period, Fidelity Life Association has determined that you are due no refund of premiums paid."

  In addition, if you had passed away during the time the policy was active, your beneficiaries would have been eligible to file a claim for the death benefit.

  If you have additional questions, please contact **************** at ********************************** or at ************

  Best Regards,

  Policy Administration

• Initial Complaint

  10/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So I have a life insurance as of 2 years ago and the had a card number to auto pay monthly. The card had expired as of 8/30 instead of contacting me they constantly running the card at least 10 times a day/every day its not a charge back they are getting messages saying payment denied due debit card rejection. ****** tried to contact me but yesterday received a notice stating to contact customer service at a number when I try calmly and get message office is closed call between 8am-5pm CST I clearly call between those ours CST and still get the same message of the office being closed whi ch Im thinking now thats becoming extremely suspicious and something doesnt seem right

  

  Business response

  10/16/2023

  Good afternoon,

  Please see the attached response.

  Best Regards,

  *************************-Forty

  Policy Admin Rep

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On the 6th of August I was billed $885.10 from Fidelity for a term life insurance policy. My usual monthly draft was around $68. I sent email proof to cancel my account on August 14th. I never received any letter in the mail or via email to acknowledge they received the cancellation. I spoke with customer service many times on the online chat and on the phone. The employee on the phone was very unprofessional and even laughing at some of my simple questions about why my account was not yet cancelled. I still have not received confirmation that its canceled nor have I receive the refund of $885.10 that I was promised. I feel as though I am being scammed and given the run around about my account. After reading numerous other complaints, Im sad I may not receive the refund and also sad that I didnt understand a term insurance policy could jump in monthly payment over $800 once the 15 years was completed. They have been unprofessional and I even let him know on the phone that I did not appreciate his sassy remarks and smirking/laughing when I simply have questions as to why its so hard to cancel an account at the time its requested. Any other account *** ever had has been cancelled on the day I have requested and his only answer is thats policy. However, the days for processing he was giving are not adding up being those time frames have passed.

  

  Business response

  09/13/2023

  Please see the attached response.

  Thank you,

  Policy Administration

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  n June of 2023 I worked with an agent to set up a life insurance policy for both my husband and myself. Payments were immediately debited from my bank account. At no time did your agent tell me that you would only disperse a portion of the money on a $500,000 policy; you would only give my husband or next of kin $300,000 and you would disperse the balance as you saw fit. That is unacceptable. It wasn't until I had an attorney review the policy and we discovered this nefarious act. I find what you have done to be nothing more than an old school shakedown. To be *****, what your company has done is omit material facts, commit acts of fraud and fraudulent inducement, which are criminal acts in the *******************. To add insult to injury when I called today August 3, 2023, I spoke with a representative who told me that I needed to request my refund by July 30th which is a Sunday by the way. I find that to be ridiculous and a terrible business practice. Additionally, I purchased a policy for my husband and just today we got a phone call from your company that his lab values were not within your standards and when we asked what they were we were told by your employee that "she could not tell us and we would have to request a letter in the mail". This is reckless and negligent because should it be found truthful that my husband has any medical conditions and something happens to him YOU are liable. Withholding his protected health information is utterly disgusting when you are insinuating that he has some medical problems. If I do not have my money and that includes the refunds on both accounts in the next 10 days I will file a lawsuit against you for what you have done. If we do not have the lab results in the next 24 hours I will add additional causes of action against you as well. You have been warned and You are on notice.

  

  Business response

  08/18/2023

  Good afternoon,

  Please see that attached. 

  Thank you,

  Policy Administration

*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. ↩