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:05/11/2023

  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.

  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

  Date: 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

  Date:05/11/2023

  Type:Service or Repair 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 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

  Date: 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

  Date:05/07/2023

  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 have been a policyholder with this company COLONIAL PENN for almost 15 years and a proud customer up until now my complaint is that I had my brother as the owner of my policy but he UNFORTUNATELY pass away as of 1-22-23 and I had requested the forms one for change of ownership and the beneficiary forms to be MAIL out to me and finally I received them requesting that I wish to retained the ownership of my insurance policy which is policy number ********** I FILLED OUT BOTH FORMS ALONE WITH A COPY OF MY DECEASED BROTHER DEATH CERTIFICATE ALONG WITH MY BENEFICIARY DESIGNATES THIS WAS OVER A MONTH AND A HALF AGO OR MAYBE LONGER AND I CALL AND SPEAK TO DIFFERENT CUSTPMER REPRESENTATIVES AND WITH ALL THIS LANGUAGE BARRIER ISSUES OF NO ONE UNDERSTANDING ME AND I DONT UNDERSTAND THEM THIS IS NOT YET RESOLVED. TO MY SATISFACTION ALL THEY CARE ABOUT IS ASKING FOR YOUR NAME AND YOUR ADDRESS AND PHONE NUMBER AND THE POLICY NUMBER I PROVIDE THEM WITH THIS INFORMATION PROCESSED AND THIS GOES NO WHERE I JUST GET FRUSTRATED AND UPSET AND HAVE TO CALL BACK MULTIPLES TIMES OVER AND OVER AGAIN I NEED FOR THIS TO BE HANDLE AND TAKEN CARE OF TO MY SATISFACTION AND I AM NOT GETTING THE PROPER ASSISTANCE TO WHICH I DESERVED BY THIS COMPANY I NEVER HAD ANY ISSUES IN THE PASSED AND NOW ITS A TOTAL MESSED WITH MY POLICY AND CHANGES TO WHICH I AM REQUESTING I DO NOT WANT *** CUSTOMER REPRESENTATIVES HANDLE THIS BECAUSE THEY HAVE BECOME THE PROBLEM I WANT THIS HANDLE BY SOMEONE IN UPPER MANAGEMENT AND NOT THOSE SUPERVISORS WHO ARE WORKING FROM HOME AND DONT RETURNED ANY OF MY PHONE CALLS. I WILL CANCEL THIS POLICY IF THIS IS NOT HANDLE CORRECTLY BY THE HOME OFFICE I AM NOT GOING TO CONTINUE THIS WITH THESE REPRESENTATIVES BECAUSE THEY DO NOT KNOW WHAT THEY ARE DOING I EXPECT BETTER FROM COLONIAL PENN I HAVE GIVEN RHIS COMPANY 15 YEARS OF BUSINESS AND THIS IS THE THANKS I GET I AM VERY UPSET AND NOT HAPPY AT ALL FIX IT TO MY SATISFACTION OR I AM GOING I WANT COPIES OF THESE CHANGES NOW OK.PS.

  Business Response

  Date: 05/22/2023

  Colonial Penn 
  PO Box 1916
  Carmel, IN 46082-1916
  
  May 22, 2023
  
  BBB Serving Metro Washington DC and Eastern Pennsylvania
  50 West North Street
  Bethlehem, PA 18018-5789
  
  RE:  Colonial Penn Life Insurance Company
          Complainant:*********************  
          Complaint ID Number: ********
  
  Dear Better Business Bureau:   
  
  This letter is in response to your correspondence dated and received in our office on May 8, 2023, regarding a complaint filed by *********************. Thank you for allowing us the opportunity to respond to your inquiry.
  
  In your correspondence you requested information regarding the above referenced complainant. 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. A complete response is not posted to the BBB portal because the posts are public and can be accessed and viewed by other individuals; therefore, we have communicated directly with **. ********** on May 15, and May 22, 2023, and addressed his concerns.
  
  We want to assure you of our continued commitment to provide the best possible customer service. If you have any questions, or if we may provide any further assistance, you may contact our customer service department by dialing **************.
  
  Sincerely,
  
  *****************************
  Consumer Relations  

  Customer Answer

  Date: 06/02/2023

  [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:
  IIt has not been resolved with me and ***************** I am still waiting for resolution to my complaint I want my policy to be back in my name as ownership and ***************** and I have communicated on two or three occlusion and I have had to reach out out to her and she is saying that she is working on it and she will get in contact with me when she have heard back from the Department that she has REACH out to this transfer of ownership back to me should have not taken over four months since my brother pass away to which he is the owner of my policy I just want my policy back in my name I purchase this whole life insur ance policy back in 2008. And another one in 2011 this is *************** ****** insurance policy and with his death it should be reverted back to me. Because I still can't ACCESSED my policy on my online account or make any changes so this why I am. Not ready to accept this resolution OK thanks.
  
  Regards,
  
  ********************
  

  Customer Answer

  Date: 08/04/2023

  [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:
  I have not received the satisfactory resolution to which I feel that I am entital to ******************* and I are having a difference of understanding each other I feel that this will not be resolved at all between I and ***. ******************* this need to be escalated up to higher management she is not accepting my phone calls when I attempt to reach her and when I finally do nothing is resolved to my satisfaction I have been a policyholder with colonial Penn group whole life and I am having more problems here with this company and I am tired of it I have given my business to colonial Penn life insurance company for 15 years that's a long time and I just don't feel that I have been treated fairly here and with the respect and HONESTY that I have come to appreciate and respect and trust I want to this issues to be handle by super management ASAP if these issues are not resolved to my satisfaction and received an apology from all that are involved including ***. ******************* then I will cancel this life insurance coverages immediately I deserved better treatment and respect then what I haven't received if you all do not want my business anymore then you all leave me with no choice but to find another company to do business with I have had enough with these no language barrier speaking representatives and all the other representatives who is working from home instead of in the office or call centers this is totally unacceptable and ridiculous and this is not what I sign up for when I became a policyholder and customer here at colonial Penn for 15 years please do not ignore or disregard anything I am saying here I want what I have outlined and said I will not repeat myself or I am leaving this company and taking my business somewhere else where I will be respected and appreciated with my business and value as a loyal and long time customer and policyholder thanks. Sincerely *** ***** *** ******
  
  

  Regards,
  
  ********************

  Business Response

  Date: 10/02/2023

  This is regarding the above referenced complaint number.  We noticed several reopens from ************** ******.  We've provided him with the documents needed for us to process the policy change requested by ****************.  We provided him with the requirements needed to process the policy change request, namely an affidavit of heirship form drafted by our company and mailed to his address of record on July 24, 2023. Typically, certain documentation is needed when requests for changes are received from individuals that are not the policy owners of record or are not legally authorized to make changes.
  
  Sincerely,
  
  ***************************** (she/her/hers) 

  Consumer Relations Specialist
  
  CNO Financial Group

  Customer Answer

  Date: 10/03/2023

  [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,
  
  ********************
  

  Business Response

  Date: 10/05/2023

  
  PO Box ****
  Carmel, IN **********
  
  
  October 5, 2023
  
  BBB Serving Metro Washington DC and Eastern
  Pennsylvania
  50 West North Street
  Bethlehem, PA 18018-5789
  
  RE:  Colonial
  Penn Life Insurance Company
          Complainant:
  ***** *** ******  
          Complaint
  ID Number: ********
  
  Dear Better Business Bureau:   
  
  This letter is in response to your correspondence dated
  and received in our office on September 8, 2023, regarding a complaint filed by
  ***** *** ******. Thank you for allowing us the opportunity to respond to your
  inquiry.
  
  In your correspondence you requested information
  regarding the above referenced complainant. 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. A complete
  response is not posted to the BBB portal because the posts are public and can
  be accessed and viewed by other individuals; therefore, we responded via
  email to the BBB on October 2, 2023, and addressed his concerns.
  
  We want to assure you of our continued commitment to
  provide the best possible customer service. If you have any questions, or if we
  may provide any further assistance, you may contact our customer service department
  by dialing ###-###-####.
  
  Sincerely,
  
  ******** ******
  Consumer Relations  

• Initial Complaint

  Date:04/19/2023

  Type:Service or Repair 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.

  I called and spoke with a representative on 2/22 to file a claim. She took the information and stated the claim will not be processed until a death certificate is sent. I then called back on 2-22-2023 and asked if there was a way to have the funeral home submit the information and receive the payment since it takes a while for a death certificate. The guy gave me the information on the process. 2-28, I sat down with the owner of *** ******* Funeral Home in Nacogdoches Texas and we spoke with a rep from Colonial Penn who verified the amount was 16,800 and accepted his assignment. Before this, we were not told it was a contingent policy. They then called and told him they could not accept it because they had already cut a check to me unbeknownst to me. I received the check and it was only for 2500. I called the company with the funeral owner and explained the issue. The representatives lied in the notes about the telephone conversations. I asked to have the calls pulled. I have called the company twice since then and have received no call back or communication. I am now stuck with a 14,000 bill because of their lies. I feel this company preys on the elderly and does not intend to payout the benefits the agents quote them for. He told them he would have never accepted a contingent policy and they neglected to inform either of us while on the call. March 16th I called with the funeral owner on the line as was told it would be escalated and I will get a call back the next day as a follow up. After no call or letter I followed up on April 7th and was told she would escalate it again. Still have yet to receive a response. They are very rude when they are caught in their lies. She td me they didn't accept the funerals assignment bc I had already cashed the checked. I then asked how can I cash a check that you stated you mailed on 2-27 and he called on 2-28.

  Business Response

  Date: 04/26/2023

  We are in receipt of correspondence dated April 24, 2023 regarding ID #********. Thank you for bringing this matter to our attention. As we do not have HIPAA authorization on file to respond to the BBB, we will respond directly to the client regarding this matter.

  Sincerely,

  Consumer Relations Department********

  Customer Answer

  Date: 04/28/2023

  [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:
  I still have yet to receive a phone call or email from this company. This is the 3rd time I've been told someone will contact me and it doesn't happen. 
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 06/12/2023

  June 12, 2023
  
  RE: Colonial Penn Life Insurance Company
  Consumer: ***********************
  Complaint ID Number: ********
  
  Dear **************:
  
  We are in receipt of correspondence dated June 8, 2023, regarding the consumer named above. Thank you for bringing this matter to our attention.
  
  Per the correspondence received, **************** noted on April 28, 2023 that she did not accept the companys April 26, 2023 response to the Better Business Bureau indicating a response would be mailed to her, since she had not yet been contacted at that time.
  
  Please be advised that we mailed a written response directly to **************** regarding this matter on May 8, 2023. In addition, we also received an inquiry regarding this matter from the ***** Department of Insurance in response to **************** having contacted them. We responded directly to the ***** Department of Insurance on May 3, 2023. 
  
  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

  Date:04/17/2023

  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.

  Colonial Penn continued drafting monthly payments out of my & my father's joint bank account after he passed away in Dec. They took payments up until March. I'm not the beneficiary listed so they told me to fax proof of death certificate, letters testamentary stating in the Executor, proof of payments taken from my account. They kept saying they would get it taken care of and call me back within 5 days. That was a lie. They continued taking payments while trying to handle this issue. They promised to send me a check but to this day I've only received a letter. The letter even says they are going to send a check within 10 days. The check never comes when they promise. It has now turned into complete denial on their behalf whenever I call them. They now state that they cannot provide me info since I'm not the beneficiary listed. But yet they tell me the check was mailed to the beneficiary! They have stolen money from my account and given it to another person. I will be talking with my estate attorney for advice on an attorney he recommends in order to file a lawsuit. I have documents from Colonial Penn & recorded phone calls proving their negligence. I faxed them constantly for about a week so they are very aware of my situation. Now when I call, they say they are transferring me but it now goes to a voicemail stating they are closed and then disconnects the call. They have countless lawsuits against them and some class action suits. Looks like I'll be getting in line for the next few years of dealing with this. What's right is right and Colonial Penn is just flat out wrong!

  Business Response

  Date: 05/02/2023

  May 2, 2023
  
  RE: Colonial Penn Life Insurance Company
  Consumer: *********************
  Complaint ID Number: ********
  
  Dear **************:
  
  We are in receipt of correspondence dated April 25, 2023, regarding the consumer named above. Thank you for bringing this matter to our attention.
  
  Since 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
  

  Customer Answer

  Date: 05/10/2023

  [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:

  Colonial Penn sent a letter denying the proof I have that they automatically drafted monthly payments out of my bank account. They are claiming I approved monthly payments from my bank. I have 2 different phone calls recorded where their reps even admit to their wrong doing and will stop payment to the beneficiary's check that had my payments included. They told me to a separate check would be refunded to me. Their inadequate employees only refunded me 1 out of the 3 they verbally promised to pay. Now they are claiming that the 1 refunded payment they sent was for a good faith "administrative exception." This letter/ response was more of an attempt to cover their behind. Otherwise, that 1 check they sent would be an admission of guilt that they owe me 3 payments, not the beneficiary. I will continue speaking with my father's estate attorney about this matter. Colonial Penn will get laughed out of a courtroom with all the proof I have through phone recordings, bank information, faxes, and letters. This company has had multiple class action & personal lawsuits against them. 
  
  Regards,
  
  *********************

  Business Response

  Date: 06/27/2023

  June 27, 2023
  
  RE: Colonial Penn Life Insurance Company
  Consumer: *********************
  Complaint ID Number: ********
  
  Dear **************:
  
  We are in receipt of correspondence dated June 21, 2023, regarding the consumer named above. Thank you for bringing this matter to our attention.
  
  We have mailed a response directly to the consumer on June 27, 2023 confirming the matter has been resolved.
  
  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
  

  Customer Answer

  Date: 07/13/2023

  [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. It took me contacting BBB to get them to reimburse me. They finally did after 6 months of countless phone calls, emails I found online, & paying for fax services that they told me I was required to send them. I've not been reimbursed for the extra time and money I feel they wasted of mine. But I'll accept the small payment of their original amount they owed. Nobody I know will ever get insurance from them. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:04/10/2023

  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 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

  Date: 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

  Date:04/04/2023

  Type:Order 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.

  I ***************************** was taking care of my auntie **************************** and my uncle *********************** , I'm my uncle ***** only living blood relative that was there for him and his wife in their time of need, my auntie passed away first on 01/17/2022 she had six policies left with colonial penn, which my uncle was the beneficiary of all six policies the only one on all six policies , my uncle passed away 06/07/2022 colonial penn had plenty of time to send him his proceeds, instead they waited for him to die, i'm his caregiver, and his niece , my auntie left me a big vanilla envelope of what she wanted me to do, a thing to do list, so i was there from day one, so colonial penn sent me all theses papers to fill out and send back which i did , i sent them back everythin they asked of me, so they said they will send me out the proceeds in 10 days , so 10 days passed i'm waiting for , so i called them to see what's goin on they tells me they send it to a *****************************, that's no kin to my uncle and they did'nt even called me or said anything to me about nothing , so incompetent and very unprofessional i can't beleived this company is like this, so all they can say is that they sorry , i'm not having that i worked my tail off to do everything i could for my auntie and uncle and some weird charater comes along and they give it to him cause he is no kin and he did'nt have no power of attorney over my uncle estate, so what's really going on with this company , at least ******* got on the phone and called me to let me know that this person was trying to get my uncle proceeds, and they did'nt give him a dime, cause they said he's not blood related , this company was corresponding with me all this time , then to all of a sudden , act like they don't know my name or number, that's crazy, i did everything they asked of me , now i'm very ****** , you don't do people like that my uncle is a lifetime veteran, and a very kind soul , this person would'nt even make them a sandwitch.

  Business Response

  Date: 04/12/2023

  April 12, 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 April 4, 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

  Date:03/27/2023

  Type:Order 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.

  Colonial Penn Insurance Company without my knowledge or consent removed me as the account owner for 2 life insurance policies the insured transferred ownership to me in 2015. The insured was unable to continue paying the monthly premiums and asked that I become the owner and assume payment of the monthly premiums. I agreed to take ownership and the insured completed the REQUEST FOR TRANSFER OF OWNERSHIP form in 2015 along with Colonial Penn automatically drafting the monthly premiums of $49.05 and $32.00 ($81.05) from my checking account every month since 2015 through present. Colonial Penn without my knowledge claims an investigation was conducted and determined the account ownership in 2015 was fradulent. This conclusion of fraud is INACCURATE. Why was I not made aware of an investigation and allowed to refute any claims of fraud. Colonial Penn Insurance Company violated my right to due process for which the insured in 2015 authorized me as the new account owner along with paying the monthly premiums since 2015. The insured has not paid any premiums since the account ownership change request in 2015. I have paid all the monthly premiums evidenced through my monthly bank statements. Since Colonial Penn illegally removed my ownership I DEMAND that I be reinstated as the owner for the 2 life insurance policies. If not, I DEMAND Colonial Penn pay back the premiums taken from my checking account over the last 7 year totaling $7294.50.

  Business Response

  Date: 04/12/2023

  April 12, 2023

  RE: Colonial Penn Life Insurance Company
  Consumer: *************************
  Complaint ID Number: ********
  
  Dear **************:
  
  We are in receipt of correspondence dated March 29, 2023, regarding the consumer named above. Thank you for bringing this matter to our attention.
  
  Please note that we do not have authorization to release information to the Better Business Bureau. We have contacted the consumer to advise her that this matter is currently under review. We will notify the consumer directly once the review has been completed.
  
  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

  Date:03/24/2023

  Type:Order 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.

  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

  Date: 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

  Date:03/23/2023

  Type:Billing 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.

  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

  Date: 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