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:03/20/2023

  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.

  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

  Date: 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

  Date:03/18/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:03/16/2023

  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 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

  Date: 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 Answer

  Date: 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,
  
  *****************************
  

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair 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.

  3/16/2023. I called to cancel. I admire anyone who can speak another language but this person could not understand me and I could not understand him. He finally found my policy but continued to call me by the wrong name. The TV ads are very misleading to the point of fraud. $9.95 a month is supposed to get me $10,000 life insurance. I bought 2 units thinking $20,000 It got me only $1300 and it would take 20 years to get that much. Pretty good deal for Colonial Penn but I would have 4 times as much if I just put my money under the mattress. It took only moments to sign up but they have to mail me a special form in 7 to 10 days to cancel! They direct debit my bank account so I can't just not send in the check. Now I see how they can afford all that TV advertising. Cancel! Do not take any more money from my bank account. Matter of fact I will call the bank and cancel you that way too!

  Business Response

  Date: 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

  Customer Answer

  Date: 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. 
  

  I could not find a resolution in this correspondence however the situation is resolved. I do not agree with that false advertising but I guess the 1st amendment gives then that right. Buyer beware. 
  Regards,
  
  *******************

• Initial Complaint

  Date:03/16/2023

  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 sent a check to Colonial Penn and they cashed the check, but I called and they said that they can’t find my account. Of that were the case, why wouldn’t they send the check back to me? I just want a refund but they’re not doing anything to help.

  Business Response

  Date: 03/28/2023

  March 28, 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 16, 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:03/15/2023

  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.

  I have a policy that is costing me 503.00 a quarter--I am attempting to cancel because my kids state that it is too much money for 12000.00 of coverage and nobody will call me back to instruct on what to do in order to cancel.

  Business Response

  Date: 03/21/2023

  March 21, 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 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:03/14/2023

  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 recently purchased insurance from colonial Penn and have decided to cancel the policy I called the agency around March 6 2023 to cancel the policy and was told I could not cancel the policy by phone that I had to fill out a form that they would send out in 7 to 10 business days by mail and I had to sign. It would take another 7 to 10 business days after they receive the form to cancel the policy. On 03/13/2023 I received a letter that was not signed or stated who sent it stating they needed a policy and signed request. I typed a letter and informed them that I do not have a copy of the policy.It should not be this complicated to cancel a policy in the meantime they are still charging me for this policy.

  Business Response

  Date: 03/22/2023

  March 22, 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 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 Answer

  Date: 04/03/2023

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

• Initial Complaint

  Date:03/10/2023

  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.

  Waiting for a refund. Called colonial penn 5 times. Talked to a manager and assured me they will refund my 1st payment they had the canncellation form which was sent by post office registered

  Business Response

  Date: 03/17/2023

  March 17, 2023

  RE: Colonial Penn Life Insurance Company

  Consumer: ***********************

  Complaint ID: ********

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

  We are in receipt of correspondence regarding the above-named consumer. 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 a response to the consumer today confirming we have processed the requested transaction. 

  Should you have any questions regarding this matter, please contact us at **************.

  Sincerely, 

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

  Consumer Relations Department

• Initial Complaint

  Date:02/28/2023

  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.

  Don't not get this policy. My mom passed and is less than 30 days from the 2 years and they are refusing to honor the policy. Its a scam. At least they could return the premiums with the interest they made but instead they keep it and I feel are taking advantage of the elderly. Do NOT get this.

  Business Response

  Date: 03/15/2023

  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 resolved this matter directly with the customer.

  Sincerely,

  Consumer Relations

  Colonial Penn Life Insurance Company

  Customer Answer

  Date: 03/24/2023

  [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:
  
  Regards,
  
  **********************
  

• Initial Complaint

  Date:02/07/2023

  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.

  trying to file a death benefit claim. they are giving me wrong information about beneficiaries that are not me, they are not documenting any information i am calling in with or sending in. they are not mailing correct forms to the correct people and locations and when i call about it they just say we will update but never verify anything.

  Business Response

  Date: 02/22/2023

  We attempted to contact ************** via email and telephone. To ensure we review her concerns expeditiously , we requested that she provide us with the insureds name, last address of record, date of birth and policy number, if available.  ************** may reply by using the contact information we provided her.

   

  Sincerely,

  Consumer Relations

  Colonial Penn Life Insurance Company 

  Customer Answer

  Date: 03/09/2023

  [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 did sent them my information in which they just said a check will be issued. i did receive the check however it does not acknowledge or address any of the issues that occurred along the way. 
  
  
  Regards,
  
  *******************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/23/2023

  On February 23, 2023, we received via email additional information from the complainant, which allowed us to identify the policy number in question and confirm with ************** that her request was processed. ************** expressed her dissatisfaction with the service received. We replied on February 23, 2023,  advising her the following:

  "I am sorry youve had difficulties with our call center representatives and I appreciate you taking the time to bring this situation to our attention.
  I will be reviewing the call history and provide  feedback to the appropriate channels to ensure that the circumstances you described could be analyzed to make certain that our customers will not share your negative experience in the future".

  We feel that we have addressed ****************** concerns and trust that any future interaction she may have with our company will be more to her satisfaction.

  Sincerely,

  Consumer Relations

  Colonial Penn Life Insurance Company