ComplaintsforColonial Penn Life Insurance Company

• Initial Complaint

  05/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I get so much junk advertisement from this business. I never signed up for anything.

  Business response

  06/07/2023

  To Whom It May Concern:
  ************** expressed her dissatisfaction with the advertisement material received on behalf of our company. We regret any inconvenience this may have caused. We wish to confirm that we have removed ****************** name from future mailings being created and printed. Our solicitation material is created in advance, in bulk, and may have already been scheduled to be mailed. As such, it is possible that our mailings would not cease immediately. We apologize in advance if ************** receives a subsequent offer on behalf of our company and wish to assure her that we have permanently removed her name from future marketing material being created. 

  Sincerely,

  Consumer Relations

  Colonial Penn Life Insurance Company

• Initial Complaint

  05/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Colonial Penn without my fraudulently withdrew $166.50 from my bank account at **** ** *******. I DO NOT have any Insurance Policy or any business dealings with Colonial Penn so I called the company. I spoke with a person named ***** last April 25, 2003 and made a complaint. He told me that they will cancel any payment from the card they scammed and used and will send a Form within 7 days that I will fill up for the refund. I HAVE NOT received any form so I called Colonial Penn again last May 8, 2023. I talked to another person named Israel and was told that I should write a letter to the Account Manager at a PO Box ****, Carmel, Indiana ***** for the refund and to cancel a Premium Notice they also made without any authorization. This company have been scamming me and using my information fraudulently.

  Business response

  06/01/2023

  June 1, 2023
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  50 West North Street
  Bethlehem, PA 18018
  
  Insured: ***********************
  Reference Number: BBB ID Number ********
  
  We are in receipt of correspondence dated May 19, 2023 regarding the insured named above. Thank you for bringing this matter to our attention.
  
  As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.
  
  Sincerely,       
  
  *******************************
  Consumer Relations Department

• Initial Complaint

  05/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ********************* is the owner of a policy issued by Colonial Penn Life Insurance Co in 2016 for insured person ******* ********** born September 13, 1952. I moved from **** ****** **, Palmdale Ca in July 2017. I’ve called this company so many times, spoken with different agents changing my address, but they continuously sent correspondence to my old address. November, 2022, I called yet again, changing my address, but they continued sending all correspondence to old address. Meanwhile the insured ******* ********** policy elapsed in November 2022. I had no idea the policy elapsed so I continue making payments of $89.95 each month thereafter. Yet not receiving any correspondence from them I called again in April 2023 and found out that the policy had a lapse back in November 2022. When asked the agent what happened to the payments that I have been sending each month and I was told that they have been returning refund checks of $89.95 to the old address in Palmdale California. I told the agent how wrong it was for the company to still be sending all of my correspondence to my old address, had I known I could have protected that policy by taking care of whatever problems it was, but because I never received any mail, I had no knowledge and that It was their responsibility to update my address per my request. I requested that they send the return checks/payments that they received from me after the policy elapsed and send those checks/payments to my address in GA on *** ****** **** ***** Stockbridge GA *****, instead they took my $449.75 and reinstated the policy to January 2023, then elapsed it again, sent me a check for $121.35. I believe this was done to cover up their negligence of not changing my address. I’m requesting full payment of what is owed to me from this company, they stole my money and now a 70 years old man has no insurance after faithfully paying for nearly 7 years. Please Help 69 year old desperate **** for fairness. Thank you in advance??

  Business response

  06/06/2023

  June 6, 2023
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  50 West North Street
  Bethlehem, PA 18018
  
  Insured: *********************
  Reference Number: BBB ID Number ********
  
  We are in receipt of correspondence dated May 17, 2023 regarding the insured named above. Thank you for bringing this matter to our attention.
  
  As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.
  
  Sincerely,       
  
  *******************************
  Consumer Relations Department

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother passed on March 29 2023, she has 2 policies with Colonial Penn. One of the policies is in both my sisters name and my name, the other policy is just in my sisters name. The policy ********** was the policy in my sister (******** **********) and my name (******* *** ****** ****, the policy was for $5,028.00. We agreed to pay ******* Funeral Home for his services which rounded up to being $3000. The funeral home filled out the assignment form and my sister and myself filled out our part . It was sent in. I have been reaching out to Colonial Penn everyday asking about the progress, although every time I call I'm getting another excuse. I I've called 4/27/2023 @ 3:31pm I was told my sister needed to fill out a claim form ,which she did. 5/2/2023 I called again, 5/9/2023 3:23pm when I called I was told check was processed and should receive within 2 weeks.5/10/2023 4:00pm I called and was told Assignment form from funeral home wasn't filled out out properly, so I reached out to funeral home when I received a call back from funeral home director **** ******* he informed me they never received a claim form from my sister ******** ********** which was totally a lie. Called back to Colonial Penn at 5:L50pm 5/10/2023 and they tell me I need to fill out a claim form. I am just getting the total run around d with Colonial Penn and this is why I'm filing this complaint. Thank you for your time.

  Business response

  05/30/2023

  Good afternoon,

  In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals, except as authorized in writing or otherwise permitted by law. As we do not have an  authorization on file to respond to the Better Business Bureau, we have contacted the complainant directly to resolve this matter.

  Colonial Penn Life Insurance Company

  Consumer Relations

• Initial Complaint

  04/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My father passed away January 16, 2023 and he was paying for ******** supplement insurance through Colonial Penn Life Insurance Company. I have called several times over the past 3 months requesting that his policy be closed and for the issuance of the refund for his payment which was taken after he passed. There has still been absolutely no resolution to the problem. I have asked to speak to a supervisor and received a call a few weeks later stating that the policy had been cancelled and they would be sending the refund to me. I have cancelled this policy numerous times over the past 3 months and verified my information (including mailing address) numerous times and still no action from them. My complaints have not been taken seriously therefore I need help to get my issue resolved immediately. Their customer service has been very unprofessional and painful for me because its opening a new wound of grief for my father with each call. I need a resolution immediately.

  Business response

  04/24/2023

  ***** *** **** *** ******* ***** ************* *** ******* ************ *********************************************************************** ******** ************************* ********* ******* *** ** ****** ********
  
  We are in receipt of correspondence dated April 12, 2023 regarding the insured named above. Thank you for bringing this matter to our attention.
  
  As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.
  
  Sincerely,       
  
  
  *******************************
  Consumer ********************

• Initial Complaint

  03/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  HAD POLICIES WITH THE COLONIAL PENN COMPANY FOR OVER 10 YEARS! RECENTLY THEY HAVE OVERCHARGED ME FOR MY TWO POLICIES AND HAVE BEEN VERY UNREASONABLE IN MANY PHONE CALLS AS MY WONDERFUL HUSBAND AND I HAVE WORKED TO RESOLVE THIS OUTRAGEOUS SITUATION!! WE ARE BOTH SENIOR CITIZENS WITH A VERY LIMITED BUDGET!! THANKS IN ADVANCE FOR ASSISTING US IN THIS UNFORTUNATE MATTER!!

  Business response

  04/11/2023

  April 11, 2023
  
  BBB serving Metro Washington DC & Eastern Pennsylvania
  1411 K St. NW 10th Floor
  Washington, DC 20005
  
  Insured: ***********************
  Reference Number: BBB ID Number ********
  
  We are in receipt of correspondence dated March 29, 2023 regarding the insured named above. Thank you for bringing this matter to our attention.
  
  As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.
  
  Sincerely,       
  
  *******************************
  Consumer Relations Department

• Initial Complaint

  03/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I needed life insurance so I watched the advertisement on the 9.95 a month plan They lie so bad I want my money refunded There are 2 payments of approximately 39 $ They said they will not refund my money I'm on Social Security disability I can't afford to just give people money My check is 400 $ a month Please help me get a refund and stop them from taking the elderly for granted How can they do this

  Business response

  04/03/2023

  April 3, 2023
  
  BBB serving Metro  Washington DC & Eastern Pennsylvania
  1411 K St. NW, 10th Floor
  Washington, DC 20005 
  
  
  Insured: *************************************
  Reference Number: BBB ID Number ********
  
  We are in receipt of correspondence dated March 28, 2023 regarding the insured named above. Thank you for bringing this matter to our attention.
  
  As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.
  
  Sincerely,       
  
  
  *******************************
  Consumer Relations Department

• Initial Complaint

  03/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  EXTREMELY FRAUDULENT COMPANY PREYING ON SENIORS…I purchased life insurance from this company for my husband in 2016. This policy has a face value of only approximately $4200, however my payments thus far have exceeded this amount. My husband is bedridden with *********** ******* and needs 24/7 care for his every need. He’s non-verbal, incontinent and completely bedridden. The claim I submitted would be of great assistance with his care at this point. Allegedly there is a clause in the life insurance policy for a chronic illness claim. I’ve cared for my husband for his every need and have Power Of Attorney for both his Medical and Financial Affairs. The cost of his monthly care exceeds what I’ve paid on this policy since 2016. The policy continues in force even when additional payments consistently exceed the face value. I’ve talked to several individuals regardless this claim and they’ve acknowledged receipt of the claim but thus far they will not give me any information because according to them they have not included my POA to this file. They refuse to comply and provide answers to any of my questions regarding this claiming stating they will call me when they acknowledge my POA. However, they admitted receiving these documents on March 13, 2023. This company abuses and misleads seniors to the extent of failure to disclose what they are truly purchasing for is $9.95 is merely for only $1000 of coverage. Each $1000 is an additional cost of $9.95. However, it’s very difficult getting claims paid through this insurance company. Reviews of this company are inundated with complaints and their negligence in even paying death claims. I submitted documentation including the POA requesting a claim payment for chronic illness as stated on their website. Recently, I was told that the claim I submitted would probably not be honored because I did not purchase a Rider Policy for chronically ill, disabled policy owners, mostly seniors exclusively. Seniors Be Aware.

  Business response

  03/30/2023

  March 30, 2023

  RE: Colonial Penn Life Insurance Company
  Consumer: ***************************
  Complaint ID Number: ********
  

  Dear **************:

  We are in receipt of correspondence dated March 21, 2023, regarding the consumer named above. Thank you for bringing this matter to our attention.

  
  As we do not have authorization to release information to the Better Business Bureau,we have mailed our response directly to the consumer today.
  
  We want to assure you of our continued commitment to provide our customer with the best possible service. If you have further questions or need additional assistance, please contact our Customer Service Department at **************.
  
  Sincerely,       
  
  
  ***********************
  Consumer Relations Department
  

• Initial Complaint

  03/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had a whole life policy for 20 years. Automatically from my acct. Back in 4/2022 without my knowledge my payments stopped. I was not informed until 8/2022 that the money wasn't taken out of my acct. When I contacted them several times over months I was told it was a term policy that expired not whole life. This is not true, I have proof it was whole life. No one will accept my calls or show me proof of a cancellation or provide information on where my whole life policy went. This is fraud. Looking for it to be reinstated for same amount monthly.

  Business response

  04/07/2023

  April 7, 2023
  
  BBB serving Metro Washington DC & Eastern Pennsylvania 
  1411 K St. NW 10th Floor
  Washington, DC 20005
  
  Insured: ***************************
  Reference Number: BBB ID Number ********
  
  We are in receipt of correspondence dated March 21, 2023 regarding the insured named above. Thank you for bringing this matter to our attention.
  
  As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.
  
  Sincerely,       
  
  *******************************
  Consumer Relations Department

  Customer response

  04/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response because: they still have not resolved this issue. They insist that I show my proof but they will not show proof that I signed anything to end my policy. They say I did but won't prove it. I never signed anything. I will send proof of the whole life policy once they send me a copy of my signature requesting to cancel the policy they said they have. I want this resolved if it is my signature then that is fine, but I know I didn't sign anything so I need to see proof to know if it's my signature or not. 
  
  Regards,
  
  ***************************
  

  Business response

  05/22/2023

  May 12, 2023 
  
  Dear *** *****: 
  This letter is in response to correspondence received from the family of ******* ******. We appreciate the  opportunity to respond. 
  In compliance with state and federal privacy laws, we are required to restrict access to information in our  files and may not disclose such information to other individuals, except as authorized in writing or otherwise  permitted by law. As we do not have an authorization on file to respond to the Better Business Bureau, we  have contacted The Family of ******* ****** directly. 
  Similarly, to provide specific policy information to the family, an authorization is needed from the  policyholder or his/her legal representative. If the policyholder is deceased, the policy is deemed property  of the Estate of the Decedent. In this case, the enclosed authorization form needs to be accompanied by the  estate paperwork. In the absence of an estate, small estate affidavit would suffice. The affidavit can be  obtained by the probate court clerk’s office from the county in which the policyholder resided at the time  death. 
  We remain dedicated to providing the best possible service. If you have any additional questions or if we  may be of further assistance to you, please feel free to contact our customer service department at (****  ********. 
  Sincerely, 
  ******** ******, ALMI ACS 
  Consumer Relations
  
  

• Initial Complaint

  03/16/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was the payor and beneficiary of my step dad's life insurance policy until he passed away in Dec. 2022. Upon his death, I signed the policy over to the insurance company and the company, Colonial Penn was notified of my step dad's passing. However, they have continued to send me bills, even late payment notices, after I've contacted several times to request that they stop sending me bills as my step dad is deceased. They have ignored my requests. I think it is not only insensitive but unprofessional to continue to send bills after a death claim has been made. I would like the notices to stop immediately.

  Business response

  03/22/2023

  March 22, 2023
  
  BBB serving Metro Washington DC & Eastern Pennsylvania
  1411 K St. NW 10th Floor
  Washington, DC 20005
  
  Insured: NAME ***************************
  Reference Number: BBB ID Number ********
  
  We are in receipt of correspondence dated March 17, 2023 regarding the insured named above. Thank you for bringing this matter to our attention.
  
  As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.
  
  Sincerely,       
  
  *******************************
  Consumer Relations Department

  Customer response

  04/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

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