Reviews

Review Details

• Review fromShateka H

  Date: 05/21/2025

  1 star
  I am writing to express my concerns about the withdrawal process for cash value accounts and subsequent customer service experience.The procedures for requesting a policy loan appear to include requirements that are not documented in any official policy or form. Specifically:I was denied the ability to deposit loan funds into my business account, despite being both the business owner and the policy owner. I have successfully completed similar transactions with other carriers without issue.A "wet signature" requirement was enforced, with no option for *******n, yet this requirement is not stated on any form or public document.When attempting to resolve these issues through customer service:The supervisor, ****, failed to take responsibility for her team's communication failures and showed little empathy regarding the undocumented requirements.Over a nine-day period, I spoke with three different team members before **** was available, despite promises of returned calls.I believe this situation reflects inadequate training and supervision. If specific requirements exist (such as wet signatures), these should be clearly indicated on all relevant forms. Other carriers I work with do not impose such restrictions.Given the delays caused by these undocumented procedures, expedited processing or overnight delivery of funds would have been an appropriate **************** both a client and an agent who could refer business, I find this experience concerning. Clients deserve respect, clear communication, and professional serviceespecially from supervisory staff who should be modeling these behaviors.

• Review fromDavid E

  Date: 07/27/2023

  1 star
  After opening our coverage 6/16/87 and paying without fail through automatic checking withdrawal, we were notified around 6/22/22 that our $100K policy had lapsed based on our non response to a mailed letter dated 1/15/22. No email, no call from our rep, nothing. In May of 2022 I sent back an exhaustive amount of paperwork for the reinstatement and heard nothing in return. Rep was Raymond H*******, Policy **********. Since then I've sent several email followups and received assurance that it was under review to not receiving any response at all. This is unacceptable. This is a way for you to screw us out of our coverage because costs go up due to our age. This is poor business. We paid and paid without fail and because we missed responding to a snail mailed letter we were left with nothing. We demand to be reinstated.