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:04/08/2025

  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 am filing this complaint against Colonial Penn Life Insurance Company for failure to address a critical issue regarding my fathers life insurance policy (Policy #TY87947812). I hold legal Power of Attorney for my father, **** ******* ******, who was diagnosed with dementia in 2022. Since then, I have made multiple efforts to resolve an issue with my father's lapsed policy, which was due to missed payments that occurred during a period when my father was unable to manage his ********** each of my efforts to resolve this issue, I have sent all required documentation, including notarized Power of Attorney (POA) documents. Despite this, Colonial **** has repeatedly sent me generic responses, asking for the same information and offering no resolution. I contacted them by phone on March 26th, 2025, and was told that the policy had lapsed in 2023, despite the fact that neither my father nor I received any prior billing statements, lapse notices, or warnings. They also failed to acknowledge the Power of Attorney documentation I had submitted.Over the course of the policy, my father made total payments of $4,480.00 to Colonial Penn, paying a monthly premium of $79.60 since the policy's start date of July 26, 2019. However, the company failed to provide adequate customer service or explanations for the lapsing of the policy.Colonial Penn has demonstrated a pattern of poor customer service and disregard for legal documentation. I am requesting immediate attention to the following:Acknowledgment of my Power of Attorney and the legal authority it provides.A full explanation of the policy lapse and clear instructions for reinstating the policy.Refund of any amounts that may be due to my father for this mishandling.I hope the BBB can assist in resolving this matter promptly.Thank you for your time and attention to this matter.

  Business Response

  Date: 04/15/2025

  April 15, 2025

  Dear BBB serving ******************* & ********************:

  We are still researching your inquiry; however, additional time is required for us to complete our review. A response will be sent to you within the next fifteen business days.  Our regulatory affairs team may contact you directly regarding your concerns.  

  Sincerely,

  Consumer Relations

• Initial Complaint

  Date:04/08/2025

  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 purchased an insurance policy from Colonial Penn. After receiving the policy, I found out that that policy would not mature until I turned 125 years old. I immediately called and cancelled the policy. The company again charged me $59.70 for the monthly payment after I cancelled the policy. I have contacted them Three (3) times and have been told my money would be refunded. It has been over a month and it has not been refunded.

  Business Response

  Date: 04/09/2025

  
  Dear BBB of ******************* & ********************:
  
  This letter is in response to the correspondence received in our office on April 8, 2025. Thank you for allowing us the opportunity to address this matter.
  
  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 Ms. *******
  
  We hope the information provided has been helpful. If you have further questions or need additional assistance, please contact our customer service department at *************

  Sincerely,

  Consumer Relations

• Initial Complaint

  Date:03/30/2025

  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.

  Dear sirs, my name is ***** i'm filing a complaint against colonial penn. inference to ******* ****** i spoke to him last year a year ago in august 2023. about a policy. i didnt want the policy. he fraudulently put a policy through in my name because he had to make his qouta. he has done this to a lot of people. he sent me a policy i returned it. he claimed he didnt receive it. company took 7.88 dollars from my account. i didnt notice it because i'm not hurting for money. i strongly believe what goes around comes around around. Thanks for listening. MS. ***** *******

  Business Response

  Date: 04/04/2025

  
  PO Box 1916
  ******, IN 46082-1916
  
  
  
  April 4, 2025
  
  
  BBB Serving ******************* and ********************
  Attn: ******* *****
  **********************************************************************************-5789
  
  
  RE: Colonial Penn Life Insurance Company
  Complainant: ***** *******
  BBB Inquiry ID: ********
  
  
  Dear Ms. ****************** letter is in response to your correspondence received in our office regarding the above-referenced inquiry.Thank you for 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 authorization on file to respond to the Better Business Bureau, we have contacted Ms. ******* directly to confirm that this matter has been resolved.
  
  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:02/26/2025

  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 could no longer afford to pay $50 a month. I've been doing it for 5 years and my cash value is only $341. I contacted them on January 7th and told them I wanted to cash out my account they said they would send the paperwork in the mail. On January 27th I called them again and they said the paperwork was in the mail again. I called them on February 5th and they told me the paperwork went out but that's impossible because after a month I hadn't received anything. So I sent them a letter on February 5th stating I wanted to cash out my account. I called them on February 18th and they told me they hadn't received my letter to call back. I called back on February 25th, and they told me they have just received it and it would be another 7 to 10 days before I received my check. In other words the check is in the mail kind of like the paperwork was in the mail three times and never got it. I'm getting the runaround. All I want to do is cancel my life insurance and get the money owed to me which is $341 which is nothing compared to what they collect. Can you please help me get this settled.

  Business Response

  Date: 03/03/2025

  March 3, 2025

  Dear BBB of ******************* & ********************:
  
  This letter is in response to the correspondence received in our office on February 27, 2025. Thank you for allowing us the opportunity to address this matter.
  
  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 Ms. ******
  
  We hope the information provided has been helpful. If you have further questions or need additional assistance, please contact our customer service department at *************

  Sincerely,

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

  Consumer Relations

• Initial Complaint

  Date:02/25/2025

  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.

  Date of transaction: 1/23/25 Amount paid: $119.40 (2 policies)Colonial committed to provide me 2 life insurance policies, which they did, for a 30-day review.I decided on day 30 to cancel the policies because the company I was laid off from informed me that I could port my insurance to a private policy. To do so required a phone call or an email, according to a follow-up email from Colonial Penn ("Please let us know if we can be of any help to you either through the ******************************** site email form or via phone at **************."). There is no email to write to. I thoroughly searched their website. I even used ChatGPT to see if I missed it, and the ** claimed that "Colonial Penn Life Insurance Company does not publicly list a customer service email address."They have not been given the chance to resolve the dispute because I do not prefer to call them out of concern they will try to use persuade me that I am in error.The issue did not involve advertising, but a follow-up email, which I quoted in part earlier and am willing to provide, if necessary.

  Business Response

  Date: 03/05/2025

  Hello,
  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 Department

• Initial Complaint

  Date:02/24/2025

  Type:Customer Service 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.

  Can not find my Life Insurance policies. Not listed on the newly revised website.

  Business Response

  Date: 03/10/2025

  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. 

  Customer Answer

  Date: 03/11/2025

  [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:02/24/2025

  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 called Colonial Penn four times to ask for a Cancellation Letter for my Worker. Without this letter I could be denied for my Cal ****** Medical and Housing. I have called and spoke to four representatives at four different times. They all informed me that they would forward the message to the ************************ and I would get a letter in the Mail within 7-10 business days, FOUR DIFFERENT TIMES. Here is February 21, 2025, and I have not received the Cancellation letter. The letter was due on February 15, 2025, AND I STILL DON'T HAVE IT. I AM IN A STATE OF MADNESS. I NEED THIS LETTER TODAY!

  Business Response

  Date: 02/26/2025

  
  PO Box 1916
  ******, IN 46082-1916
  
  
  
  February 26, 2025
  
  
  BBB Serving ******************* and ********************
  Attn: ******* *****
  ********************
  *******************-5789
  
  
  RE: Colonial Penn Life Insurance Company
  Complainant: ******* *******
  BBB Inquiry ID: ********
  
  
  Dear Ms. ****************** letter is in response to your correspondence received in our office regarding the above-referenced inquiry.Thank you for 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 authorization on file to respond to the Better Business Bureau, we have contacted Ms. ******* directly to confirm that this matter has been resolved.
  
  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:02/17/2025

  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.

  ******** J. ****** passed Dec 19, 2024 all claim forms and death certificates were provided they still haven't paid the claim. Theyhave not provided me with the change of beneficiary form for ****** ****** which was changed while ******** was incarcerated and I was his P.O.A. which dies when he dies. That signature needs to be verified on the 3rd policy. As of Feb 17, 2025 I have yet to receive the check which they said they mailed Feb 7, 2025.

  Business Response

  Date: 03/04/2025

  Dear BBB of ******************* & ********************:
  
  This letter is in response to the correspondence received in our office on February 17, 2025. Thank you for allowing us the opportunity to address this matter.
  
  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 Ms. *******
  
  We hope the information provided has been helpful. If you have further questions or need additional assistance, please contact our customer service department at ***************

  Sincerely,

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

  Consumer Relations

  
  

  Customer Answer

  Date: 04/02/2025

  After filing the first BBB complaint I was contacted by the company and was told I would receive 2 checks but because they stopped payment on the first check the bank placed a hold on the two checks and because all items and activity I paid out of the first check overdrew my account the bank even stopped my usage of Zelle then they sent me a check for my sister using my address and later called me to tell her they were stopping payment to that check because she hadnt filed a claim or sent in paperwork I gave them her address but a check was mailed out beforehand this company is a disgrace no organization each department doesnt know what the other is doing and every time you call someone tells you something different they sent papers to my address for my sister which whom I have not talked too in years whatever fees I am charged by the bank for their stoppage I want refunded
  
  Desired Resolution / Outcome
  Desired Resolution:
  Refund

  Business Response

  Date: 04/07/2025

  This letter is in response to the correspondence received in our office on April 2, 2025. Thank you for allowing us the opportunity to address this matter.
  
  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 ***** ******.
  

  We have previously spoken with ***** ****** and advised her that benefits were paid according to information we have on file. To further review her concerns, she was advised to submit the executor paperwork.   

  Sincerely,

  Consumer Relations

• Initial Complaint

  Date:02/13/2025

  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 cancelled y insurance policy with Colonial Penn, filled our Surrender form. They received this Surrender form and said it would be put in process to pay me the ****** payout. This occurred on Jan22, 2025. I was told processing would take 7-10 business day. and would receive check not later that Feb. 5, 2005, Did not receive. In several calls I made to Colonial Penn I have been told it was expedited for processing, the told was not and put back in for processing, called today February 13, 2025 and am being told they have no information. I have asked to speak with a Supervisor twice - Supervisor name is ****** *****. i left 2 voice mail messages for Mr. ***** and have NO return calls. Colonial Penn is refusing to help me and will not give any information along with no response from Supervisor. My claim is to please get them to do the proper business and to report their not giving my payout, which they stated they would do. I would appreciate your help as have been many times different excuses and are not responding. This pay out payment is due to me $****** and they agree, yet will do nothing to respond of provide the transaction as said. Please help me!! Thank you for your attention in this matter.

  Business Response

  Date: 03/03/2025

  Good morning,

  We are currently awaiting the submission of additional documentation from the customer. Once we receive this documentation, we will confirm that the inquiry has been resolved.

  Sincerely,

  Consumer Relations

  Colonial Penn Life Insurance Company

  Customer Answer

  Date: 03/04/2025

  [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: 22939990
  
  I am rejecting this response because: not resolved as of this date
  
  
  Regards,
  
  **** Ann *****************************************

  Business Response

  Date: 03/04/2025

  This case is resolved as of today, I spoke with ************************************************************************* ******
  
  Consumer Relations

  Business Response

  Date: 03/04/2025

  Good afternoon,

  We informed the customer of the requirements needed to process her request and she confirmed her awareness of these requirements. Her request will be processed once we receive the necessary documentation.

  Regards,

  Consume Relations 

  Colonial Penn Life Insurance Company

  Business Response

  Date: 03/04/2025

  This letter is in response to the correspondence received in our office on March 4, 2025. Thank you for allowing us the opportunity to address this matter.
  
  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 *** *****.

  Sincerely,

  Consumer Relations

  Customer Answer

  Date: 03/04/2025

  Complaint not resolved as of 3/4/2025

• Initial Complaint

  Date:02/07/2025

  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 contacted this company to inquire about a policy and get a quote they were supposed to call me with details about the policy and give me the quote before creating any sort of policy or taking any money they did not contact me at all they took it upon themselves to create the policy without even speaking to me and they charged my father's account without my permission

  Business Response

  Date: 02/12/2025

  Dear BBB of ******************* & ********************:
  
  This letter is in response to the correspondence received in our office on February 7, 2025. Thank you for allowing us the opportunity to address this matter.
  
  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 Ms. *****
  
  We hope the information provided has been helpful. If you have further questions or need additional assistance, please contact our customer service department at *************

  Sincerely,

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

  Consumer Relations