ComplaintsforStandard Insurance Company

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My retirement has been with The Standard for 5 years and has not even accrued interest. I have been working with The Standard for 2 months to transfer my funds to my current employer. After speaking with 1 rep and 2 managers they finally tell me that in order to complete the transfer I must contact my old employer and have them sign off on the transfer. Incompetence should be a fine! Train your people better! Other peoples money and lively hood is on the line. I am beyond irritated with The Standard.

  

  Business response

  09/03/2024

  Re:BBB Complaint ID# ********
  
  To Whom it May Concern,
  
  The Standard provides recordkeeping and administrative services for the retirement plan, in which ********************* is a plan participant, based upon information and authorization from the employer/plan sponsor.
  
  Vialante was primarily invested in a cash equivalent fund and there was no investment change activity over the last two years. Vialante had the option to change the investments while the account was with **********************, as it was a self-directed account.
  
  ********************** has been working with Vialante for some time to process her requests. For the sake of clarity, below is a summary of the calls between Standard and Vialante regarding transfer of funds.
  
  Standard received a call from Vialante on April 22, 2024, regarding online account access assistance and help with initiating a rollover to her new employer. She was properly assisted with her online log in credentials and properly informed about how to initiate the transaction online. While she did encounter an error message while online, she was able to move past the error while on the phone call.
  
  Standard received a call from Vialante and her financial advisor on April 25, 2024, to request the **** cost basis and to check on the status of the rollover. Accurate information was provided during this phone call.
  
  Standard received a call from Vialante on July 19, 2024, requesting a rollover distribution. A paper form was emailed and Vialante was informed that the plans third party administrator would be required to approve the request.  
  
  Standard received a call from Vialante on July 30, 2024, regarding a distribution. She was informed that we cannot process the transaction by phone and provided the necessary information to properly complete the request. 
  
  Standard received a call from Vialante on August 19, 2024, checking on the status of the rollover request, and informed Standard that her form was faxed to us. There was some confusion about the previous call and if we initiated the rollover transaction by phone on that call, and the representative clarified that we do not directly process these transactions by phone, and that it was to be handled via the paper form that was provided. The representative informed ******** that we had not received her completed form at the time of the call.
  
  After completing the investigation into this matter, it was determined that ******** was provided with accurate information proper assistance throughout her call history with The Standard. Additionally, Vialantes transaction was processed on August 22, 2024. If there are additional questions, Standard is more than happy to assist.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They have repeatedly sent over the wrong forms to the wrong places for my medical records for the orthopedic. Im trying to get my long term disability back from them, and the lady named *********************************** is not returning my phone calls, and she is still getting things mixed up with my medical records when I have emailed her so many times with the information she needs, and she still messes it up. This company is a disgrace. You can look on the website. The ratings are horrible. Ive been out of work for 3 years and Ive been with no income for 3 years now. *** been having to live with family, and ** currently staying with my fianc. The only income Im receiving is food stamps. I feel like Im not being treated fairly. They cant reopen my claim until they have all the medical records. I always have to email her to get updates, and the past 2 days, she has not been responding to my emails either. I really want to get a lawyer involved in this because Im not the only person they are doing this to. I paid for this insurance when I was working so I could have it if I ever became disabled. I have mental and physical problems the reason why I cant work.

  

  Business response

  08/23/2024

  We are writing in response to your letter of August 14, 2024 regarding *************************** ************************** claim with Standard Insurance Company (The Standard). As a Manager in the ************************** responsible for the administration of claims under the State of North Carolina Group *** Policy, the inquiry was forwarded to me for response.

  
  ****************** *** claim was received by The Standard on February 12, 2021 and approved on May 04, 2021. Her claim paid from February 02, 2021 to November 03, 2021. The claim closed on November 03, 2021 as the claimant had not responded to requests for updated medical information on June 07, 2021 and July 27, 2021.

  
  The State of North Carolina *** Group Policy defines Proof of Loss as:
  Claims
  C. Proof of Loss
  Proof of Loss means written proof that you are Disabled and entitled to *** Benefits. Proof of Loss must be provided at your expense.
  For claims of Disability due to conditions other Mental Disorders, we may required proof of physical impairment that results from anatomical or physiological abnormalities which are demonstrable by medically acceptable clinical and laboratory diagnostic techniques.
  D. Documentation
  Completed claims statement, a signed authorization for us to obtain information, and any other items we may reasonably require in support of a claim must be submitted at your expense. If the required documentation is not provided within 45 days after we mail our request, your claim may be denied.

  
  As The Standard did not receive the updated medical information, the claim closed due to Proof of Loss on November 03, 2021.
  The Standard did not hear from **************** until early April 2024. Even though it is beyond The Standards typical timeframe for review to reopen, as a courtesy we provided **************** everything we would need to review to reopen the claim.

  
  The Standard has emailed **************** that we need all medical records from January 01, 2022 to present to determine her medical condition from 2022 to present. It was determined that seven sets of medical records would be needed. ********************** requested all of these records through our third party vendor, Release Point.

  
  As of August 16, 2024, five of the seven sets of medical records have been received by **********************. A Senior Disability Benefits Analyst has taken over management of this claim and is working with **************** to ensure that the rest of the records are received in a timely manner. We have been in contact with **************** about this process since she reached out to The Standard in early April and explained that given the more than two years since her claim had been reviewed that we would need a lot of documentation.

  
  Once all of the medical records are received, her claim will be reviewed by The Standard medical team to determine limitations and restrictions from November 03, 2021 to the present and whether she meets the Group Policy Definition of Disability

  
  After reviewing the claim file in its entirety, I can ensure that it is being handled correctly. We do apologize for the slower than ideal time it has taken to obtain all of the medical records but it is necessary for us to have a understanding of all medical conditions from November 2021 to present.

  
  Please do not hesitate to contact me should you have any additional questions or concerns.
  

  Sincerely,
  ***********************, Manager
  Employee Benefits Department
  **************

  Customer response

  08/23/2024

   
  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

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company 401K is held with them, however my old company went out of business. They have the plan on hold and can not withdrawn the funds. I have contacted them many of times and zero updates or anything done on this. They say they are contacting the prior employer, but again they are not in business so no emails are getting through to them. However I reached out to manager and she has sent them 2 emails informing the company is closed, but are claiming they are not getting these. The refuse to release the money even though they have on hold because they know the company is closed.

  

  Business response

  08/22/2024

  When ***************************** spoke to the participant contact center, they did not have the complete information on why the plan termination wasnt progressing. The Standard was able to locate a valid employer contact to move this plan termination forward. Since ******************************* is not a plan contact, he did not receive the termination packet communication that was sent by The Standard The Standard has been working with the new plan contact to process the request. The Standard can confirm that a distribution to *********** has now been processed.
  We appreciate Mr. ***** patience and working with Standard to process his request.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Subject: Urgent Request for Resolution of Stale 401(k) Check Dear Better Business Bureau,I am seeking assistance with an issue involving The Standard Insurance Company and my 401(k) check. On October 19, 2021, The Standard issued a check (Ref Number: *********) for $811.29 to Vanguard Fiduciary Trust, FBO *******************. This check, representing my 401(k) funds, has never been cashed, as I intended to transfer it to a new 401(k) account.Recently, I learned the check is considered stale and was sent to unclaimed property with the state. However, the state has no record of these funds. I have spent over six hours calling The Standards customer service at ************, being escalated through various representatives who were unable to help.I finally received a call from **** *************) who requested I return his call. Despite leaving four voicemails on August 5th at 10:56 AM, August 7th at 7:05 AM, August 7th at 1:24 PM, and today at 7:59 AM, I have not received a response.In contrast, I had a similar issue with Vanguard involving a larger amount ($2,196.40), and they promptly issued an updated check without complications.Given the significant time and effort I have spent trying to resolve this issue with The Standard, I am requesting an updated check with a valid date. Additionally, I believe compensation is warranted for the inconvenience and frustration I have experienced in accessing my funds.Thank you for your prompt attention to this matter.Sincerely,*******************

  

  Business response

  08/14/2024

  Re:BBB Complaint ID# ********
  
  To Whom it May Concern,
  
  This letter is in response to the Better Business Bureau complaint received by The Standard on behalf of *******************.  Please be advised that ************ is a participant in a 401(k) retirement plan sponsored by the employer, the Advantage Security, **** 401(k) Plan. The Standard provides recordkeeping and administrative services for the retirement plan and plan participants based upon information and authorization from the plan sponsor, Advantage Security, ****
  
  We received a call from ************ on August 1, 2024 inquiring about a rollover check for $811.29 that was issued on October 19, 2021. We initially informed ************ that he needed to contact the unclaimed property for the state of ******** to discuss the stale check. After further review, we found that we are able to stop and reissue the stale check and we are actively working to connect with ************ to reissue this check.  
  
  Sincerely,
  
  
  Standard Retirement Services, ****
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Standard offered life insurance free to employees through the company. I increased that coverage to 150k as a WHOLE LIFE INSURANCE POLICY. i seperated from my employer and attempted to stop this removal from my check prior to being told first i had to wait to change electives in october. Meanwhile its december. After that run around it came to well my policy is term not whole. Which is a farce. I requested the recorded conversation to prove it and was met with no response. And have been ignored since. The standard literally stole 1000 dollars from me and when i was going through the fight of my life with cancer. What a shame. What a nasty business. I would never accept a term life policy.

  

  Business response

  08/02/2024

  In order to properly respond to the grievance, we will need some additional information, including a policy number or employer name. 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is an ongoing problem with Standard Insurance company I filed an short term disabilty file on 6/26/2024 and it only requires 5 days to be off from work with forms submitted from my employer and a doctors stsatement and they have yet to send me a check for my short term disability claim. I spoke with the company today and they stated that my case was with the examiners deparatmen/t try to figure out my payment. her is the statment,This Claim is in Review Now that we have received the required claim statements, we are reviewing the information to make a decision on your claim. If we need any other information from you to help us make the decision, we will contact you.claim documents complete claim review started claim not complete Claim #**KL1376, started June 27, 2024, is REVIEWING. Document Upload Complete Employee Statement is accepted.Accepted: June 28, 2024 Document Upload Complete Employer Statement is accepted.Accepted: July 2, 2024 Document Upload Complete Physician Statement is accepted.Accepted: July 9, 2024 Drag and drop your file here

  

  Business response

  08/01/2024

  This letter is being sent in response to the complaint filed by ***************************, regarding her Short Term Disability claim, with Standard Insurance Company.
  
  In her complaint ************ voiced displeasure at the benefits not yet being issued on her claim.
  
  This Short Term Disability claim was assigned for a decision on July 10, 2024. Upon review, it was identified that ************ had a prior claim (00KE3136) reflecting the same diagnosis within the contractual Temporary Recovery Period. The claim information was merged with the prior claim, and it was identified that further information was required to make a final decision. We are currently working with ************** employer and reviewing the claim documentation to make a determination on this claim.
  
  Once a decision is completed on this claim, we will provide communication reflecting the decision made.
  
  I appreciate the opportunity to respond to ************** concerns. However, if you feel I have failed to address any part of the complaint, or if you have any additional questions or concerns, please feel free to call me directly.  Barring any future correspondence or contact we will consider this complaint closed.
  
  Please contact me if you have any questions about this letter or ************** claim.
  
  Sincerely,
  
  *************************************
  Manager, Disability Benefits
  ************************
  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have a company 401K program with The Standard (Smittys Slices LLC). Our accounts for our employees have over 300K in them. I can not get anyone at the Standard to help me. They will not answer calls emails or help us to continue to fund and access our employees 401Ks.

  

  Business response

  07/17/2024

  To Whom it May ******************** letter is in response to the Better Business Bureau complaint received by The Standard on behalf of *****************************. Please be advised that ****************** is a participant in a 403(b)-retirement plan sponsored by her employer, the ****************** of Miller County 403(b)Plan. The Standard provides recordkeeping and administrative services for the retirement plan and plan participants based upon information and authorization from the plan sponsor, ****************** of *************.
  
  We received a loan request from ****************** on July 1, 2024, and it was processed the same day. We experienced a delay from the custodian, ************************* in issuing the check and it was issued on July 8 and delivered via ***** on July 9th.
  
  ***************** had an existing loan when she requested the new loan on July 1. Her employer deducted the regular loan payment of $42.16 for her existing loan,however her new loan payment is not due to begin until August 9, 2024.
  
  We apologize for the delay in sending this check and we are working with ******* ****** to ensure this does not happen again. We emailed the ***** tracking number to the participant on July 8, 2024.
  
  
  Sincerely,
  
  
  Standard ********** Services, Inc. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a request on 6/30/2024 for a retirement loan. The loan was approved 7/1/2024. This is my money. It is now the 8th and the check has not been issued. And the loan payment will be deducted as soon as payroll releases funds tomorrow. So that means I will be paying on a loan I have not received. I have called the company multiple times. Now Im being told it will take 5 business days before I hear anything as to why the check has not been issued. I was also told that they have been flooded with these same complaints all morning long. I understand rich wealthy people have no worries but Im not rich or wealthy. I dont hate rich people because they are rich I hate them because they are terrible people. Hence my predicament.

  

  Business response

  07/12/2024

  To Whom it May ******************** letter is in response to the Better Business Bureau complaint received by The Standard on behalf of *****************************. Please be advised that ****************** is a participant in a 403(b)retirement plan sponsored by her employer, the ****************** of Miller County 403(b) Plan. The Standard provides recordkeeping and administrative services for the retirement plan and plan participants based upon information and authorization from the plan sponsor, ****************** of *************.
  
  We received a loan request from ****************** on July 1, 2024 and it was processed the same day. We experienced a delay from the custodian, ************************* in issuing the check and it was issued on July 8 and delivered via ***** on July 9th.
  
  ***************** had an existing loan when she requested the new loan on July 1. Her employer deducted the regular loan payment of $42.16 for her existing loan,however her new loan payment is not due to begin until August 9, 2024.
  
  We apologize for the delay in sending this check and we are working with ******* ****** to ensure this does not happen again. We emailed the ***** tracking number to the participant on July 8, 2024.
  
  
  Sincerely,
  
  
  Standard ********** Services, Inc. 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for critical illness claim on 04/16/2024, I have sent over 10 fax to them and they said they only receive one. So I decided to sent through mail including signature and now they say they have it. Now they are saying it's not enough medical information to prove my case. Now after 2 and half months now they are saying they need to request medical record directly from the doctor, trying to prolong the case. I had a stroke and it is one of the diagnoses that is approve for payment, so I don't understand why they are refusing to pay me.

  

  Business response

  07/19/2024

  Dear ************:
  
  This is in regard to your correspondence filed with the Better Business Bureau dated June 27, 2024, regarding the above-referenced Certificate.
  Our records indicate that you enrolled in Critical Illness Coverage Amount of $10,000 through the City of **********. Certificate A0693590 was issued effective January 1, 2023 with critical illness benefits to be paid at a certain percentage of the coverage amount as outlined within the Group Critical Illness Insurance Certificate and Summary Plan Description.
  On April 16, 2024, we received your completed Critical Illness Benefits Employees Statement paperwork.  The Standard acknowledged receipt of this claim by letter dated April 16, 2024 and provided claim number 00153189.
  On April 19, 2024 we received admission notes. After reviewing the provided medical records we determined additional information was needed; therefore, on April 22, 2024, correspondence was mailed to you advising the following information was needed for review of your claim:
  
  On April 23, 2024, we received the Attending Physicians Statement stating that your primary diagnosis was Central Nervous System (CNS) infection. On April 23,2024, you telephoned our ************** to check the status of the claim.  You were advised we required the admission/discharge summary and proof of moderately severe disability as a result of the diagnosis.
  On April 30, 2024, you telephoned our ************** to check the status of the claim.  You were advised we required additional proof of moderately severe disability as a result of the diagnosis. On May 7, 2024, you telephoned our ************** and were again advised that we are pending the admission/discharge summary and proof of moderately severe disability as a result of the diagnosis.
  We did not receive the additional information requested and on May 31, 2024, we sent a 2nd request for additional information. On May 31, 2024, you telephoned our ************** to check the status of the claim. You were advised we are pending the admission/discharge summary and proof of moderately severe disability as a result of the diagnosis.
  On June 5, 2024, you telephoned our ************** and were advised that we are still pending admission/discharge summary confirming a diagnosis of stroke and records pertaining to the diagnosis showing all deficits. You were advised that we did not receive a fax from you on the previous Friday. You were advised you could upload any records you have online, and you were provided the overnight and regular mailing addresses. You were advised that the most recent records uploaded to your claim were for a neurology consultation and did not include the requested records.
  
  On June 18,2024, we received another copy of neurology notes, and admission note from April 14, 2024. However, we still did not receive your discharge summary or proof of current deficits. Therefore, medical records were ordered on June 24, 2024 through our third-party vendor, from LSU ******* and ***************************. On June 25, 2024, we sent a final request for additional information.
  On June 26, 2024, you telephoned our ************** and were advised that we received some records on June 18, 2024. The representative advised they would reach out to our ***************** for more information and call you back. On June 27, 2024, a representative contacted you and advised that we still need proof of moderately severe disability and that we had ordered the records needed on June 24, 2024.
  
  On July 8, 2024,  we received medical records from ***********. At this time, we are still pending medical records from ***************************. Once received, we will resume review of your claim for Critical Illness benefits.
  
  If you have any questions, or we can be of any assistance, please call our *************************** at **************, Monday through Friday 8 a.m. to 7 p.m.Central. 
  
  Sincerely,
  Customer Service
  **********************

  Customer response

  08/05/2024

  
  I am writing concerning The Standard, they keep requesting the same information over and over.  The sent 9 fax and they kept saying didnt receive it.  After receiving information from the hospital that I  went to 2 months ago they requesting again.  I Informed them that  I can get my current doctor to fill out any documents they needed, but no response from them.  They keep giving me the run around.  I even got a voicemail that they received everything they needed and they will give me a response in 5 days. I still have it recorded.  If I dont get something in 5 days I will file a small claim in court
  
  

  
  

  

  Business response

  08/06/2024

  This complaint is within the jurisdiction of the ******************** of Insurance. We have responded through the LA DOI and will continue to going forward. 

  Customer response

  08/22/2024

  I did see there answer but the Louisiana insurance department said there is nothing they could do, the standard want he him to have all the same symptoms again and get rediagnose with the stroke again, my husband was in the hospital off and on for 90 days. They dont want the hospital information they want a different doctor.  Please continue to review for me you are our only hope

  

  Business response

  08/23/2024

  The BBB no longer has jurisdiction once the department of insurance complaint has been resolved. We have attached our final response. 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to access the money from my 401k account for 2.5 months. I have called them several times to change my mailing address and have been hung up on 6 times in the last 2 weeks. I am currently unemployed and need the money from this account for bills. They are making it absolutely impossible to retrieve MY money. I have $5200 in the account and am in need of this money. They have now told me it will take ***** days to be able to just change my mailing address. Then I will need to apply to retrieve the money from the account. That will take another 7-21 days to process. That will be 4 months trying to get the money I desperately need. By then Ill be late on all bills including rent. This company needs to be held responsible for the way they treat there customers and stop messing with peoples money. I am desperate. Please help me.

  

  Business response

  07/03/2024

  To Whom it May ******************** letter is in response to the Better Business Bureau complaint received by The Standard on behalf of *******************.  Please be advised that **************** is a participant in a 401(k) retirement plan sponsored by her employer, the *** Group, **** The Standard provides recordkeeping and administrative services for the retirement plan and plan participants based upon information and authorization from the plan sponsor, The *** Group, ****  
  
  We have communicated with **************** via phone call and email in May and June regarding an address change and distribution request, including the need for The Standard to receive updated and accurate information from her employer. We followed our procedures and directed **************** on how to update her address and employment status through her employer. We understand that **************** is in urgent need of the taking a distribution. We informed her that both her address and employment status required updating before being able to process a distribution and of the process after the address change was made.
  
  We updated Ms. ******* address after receiving an employment date update from her employer on June 18, 2024.  As part of The Standards fraud prevention policy, address updates result in a 14-day calendar hold.  This allows The Standard to communicate the change to the participants old and new address in the event the change is in error or potentially fraudulent.  **************** was informed about the 14-day hold.  
  
  As of July 2, the participants requested distribution has been processed and we have provided her with the tracking number.
  
  
  
  Sincerely,
  
  
  Standard ********** Services, **** 

*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. ↩