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:06/05/2025

  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 purchased a life insurance policy for $300,000 for myself to give as a benefit to my children. I faithfully request a life insurance policy which is what I believed I was getting and only recently in April 2025 a family friend was reviewing my policy and noted that it was for accidental death and not for life insurance as I had asked for and believed was paying for. I canceled it with this insurance agency and sent them a letter in writing requesting a full refund of the quarterly payments made to them in the amount of $135 x 4 years and 2 additional quarters amounting to $2295 less the $135 refund that I received for Q1 of 2025 just a few weeks ago. I have received no responses to my letter no additional refunds and I want help to ask BBB to assist in getting my money back and an apology

  

  Business Response

  Date: 07/01/2025

  July 1, 2025

   

  TN BBB File 23430381

   

  Dear Better Business Bureau:

   

  This letter is in response to above-referenced complaint filed with your office.  We thank you for bringing this to our attention and providing us the opportunity to assist this insured.

   

  The insured indicated she requested and enrolled for a life insurance product but was enrolled for another type of insurance.  Please be assured the insured product afforded to this customer was fully disclosed on the offer, policy documentation, and all communications throughout the duration the insurance was provided.

   

  A detailed response along with copies of the coverage file documents was sent today to the insured by secure email.  For privacy reasons we are not able to post these details on this public website; however, the insured may share a copy of our response with your office at their discretion.

   

  We trust our response along with the coverage file documentation confirms the insured enrolled and has been continuously provided the same insurance.  Franklin Madison remains committed to delivering timely, transparent service and we welcome the opportunity to provide further assistance if needed.  The insured may contact our Customer Relations Manager, **** *****, directly at *********************************************************************************************************.

   

  Kind Regards,

  Franklin Madison Group LLC

   

  CC:  Insurance carrier

   

   

  Customer Answer

  Date: 07/06/2025

  Again, I had no idea that I wasn't given a ************** policy as I requested, not an accidental life policy. 

  

  Business Response

  Date: 07/14/2025

  July 14, 2025

   

  RE:  Complaint ID No.:  ********

   

  Dear Better Business Bureau:

   

  We are following up on your recent correspondence regarding this complaint, and the insurance coverage in question.

   

  
  As previously explained in our written response sent on July 1, 2025, to the insured, the coverage enrolled in is Accidental Death & Dismemberment (AD&D)Insurance, not life insurance. All documentation associated with the enrollmentincluding the offer materials, the Summary of Insurance, Activation Form signed and submitted to our office, and policy documentationclearly identify the product as AD&D Insurance.We encourage the insured to  review these materials for clarity on the type of coverage provided.
  

   

  Please also note that Franklin Madison Group LLC does not offer or service any life insurance products. If the insured previously inquired about life insurance, such inquiry would not have been related to this AD&D policy or our services.
  

   

  Our email reports indicate the detailed response previously sent by secure email to the insured remains unopened.  For clarity and reference, we have re-sent our original response by secure email. We respectfully ask that the insured review that information in full. Should the insured have any further questions after doing so she may contact our Customer Relations Manager, **** *****, at ******************************************************************************************************************.  We remain committed to assisting and   ensuring understanding of the coverage enrolled for.

   

  Sincerely,

  FRANKLIN MADISON GROUP LLC

   

  CC:  Carrier

• Initial Complaint

  Date:06/05/2025

  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.

  I received an offer from a company partnering with my credit union giving a free $1000 in supplemental Accidental ******************************* coverage. I filled out the form and sent it back in. What I did NOT do is select an additional $300,000 in ADD coverage, but the company started charging me $135 a quarter. They never sent any other paperwork and started drafting the money straight out of my account since it partnered with the *************This only shows up as an ACH with a bunch of different numbers and the letters ADD. The fact that it's only a quarterly charge is also predatory, since most credit unions will only refund back 90 days (some only 60). This company has already been a part of class action lawsuits in the past and is still operating the same way. What a giant scam. I ended up not noticing the charge until today, so I'm out $135x9 ($1215 total).

  Customer Answer

  Date: 06/16/2025

  I was incorrect about not signing up for more than the $1000 free coverage. I misunderstood that it was Death and Dismemberment coverage vs ************** (obviously that's on purpose on their part to make it confusing) and selected the $300,00 coverage. However, the form (they sent me a copy in the mail to show I signed up for it) says "Also please increase my coverage. I am eligible for up to $300,000 insurance protection. (Yours starting at $1.00 a month per $10,000 of additional single coverage. Plus you can also get the $1,000 of coverage paid by ******************************.)"
  
  This means I should have only been charged for $30.00 a month instead of $135.00 per quarter. They never sent me any additional paperwork to confirm or let me know anything about the pricing or timing of withdraws. This is an obvious scam they've done before. 
  
  

  

  Business Response

  Date: 07/03/2025

  July 3, 2025

   

  RE:  BBB File No.:  23429759

   

  Dear Better Business Bureau:

   

  This letter is in response to the above-referenced complaint filed with your office.  Thank you for notifying us of this person's concerns, and the opportunity to respond.

   

  Franklin Madison Group LLC provides agency services, including billing, customer service, and records retention, on behalf of Chubb, the insurance provider.  For the security of the insured's non-public insurance information, we do not post their insurance details on this website.  A detailed response will be sent to the insured by secure email; the insured may share a copy of this response with our office at their discretion.

   

  In response to their complaint, a refund has been processed.  The premium refund will post as a credit to the insured's account within the next 7-10 Business days.

   

  Sincerely,

  FRANKLIN MADISON GROUP LLC

   

  CC:  Chubb

   

   

  Customer Answer

  Date: 07/18/2025

  This was resolved to my satisfaction, with refund.

  Thanks, ****

• Initial Complaint

  Date:06/04/2025

  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.

  Clearly my bank ****************************** sold my account information to this Franklin Madison group and I was being charged $22.50 for life insurance I've never authorized. Franklin Madison states they can not show me proof that I enrolled via signature and I've been being tossed back and forth between bank and Franklin Madison group. No one has this documentation with my signature and Franklin Madison are scam artists! I want my money back!

  

  Business Response

  Date: 07/02/2025

  July 2, 2025

   

  RE:  BBB File No. 23417215

   

  Dear Better Business Bureau:

   

  This letter is in response to the above-referenced complaint filed with your office.  We thank you for providing us with the opportunity to respond to this person's concerns. 

   

  We understand the insured contacted our office for a copy of her insurance activation form and was advised we did not have that information, this information was not accurate.  We apologize for any frustration this misinformation may have caused.  Please be assured supplemental training was provided to our representatives as a result of this situation.  
  
  

  A detailed response was sent directly to the insured this morning by secure email; it included the requested documentation.  For the insured's security, our company does not post personal insurance details or documentation on this public website; however, the insured is welcome to share a copy of our response with your office at her discretion.

   

  Should the insured have any questions, she may contact **** *****, Customer Relations Manager, directly at *********************************************************************************************************.

   

  Sincerely,

  Franklin Madison Group LLC

   

  CC:  Insurance Carrier

• Initial Complaint

  Date:05/08/2025

  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 have been charged for death and dismemberment insurance policy I did not sign up for. Franklin Madison indicated that they sent mail to a P.O. Box that I have never had or used in any way, and someone sent the mailer back, signing me up for the insurance. It was not me. I never saw or signed any such form and Franklin Madison cannot produce any form with my signature on it proving otherwise. This apparently occurred in 2022 and I have been charged $90 quarterly since that time, for a total of $1,170. I've contacted Franklin Madison on this matter and despite promises that they would have their fraud department contact me, they have not done so. This is unethical in the extreme, particularly for a company that has a values statement saying they both follow the golden rule and always do the right thing, even when no one is watching.

  

  Business Response

  Date: 06/02/2025

  June 2, 2025

   

  RE:  BBB File No. 23306296

   

  Dear Better Business Bureau:

   

  We are writing in response to the above-referenced complaint filed with your office. Franklin Madison Group LLC (Franklin Madison) provides certain services on behalf of the complainants insurance company and is responding in that capacity.
  

   

  To protect the insureds privacy, we do not post detailed responses on the BBBs public website. However, the insured is welcome to share a copy of

   

  Regarding the concerns raised about not recalling their PO Box details when speaking with our representatives, we have sent a detailed response via secure email today. This included relevant coverage documents from the insureds file.
  

   

  We appreciate being made aware of the insureds concerns and the opportunity to address them. Should the insured have any further questions or require additional assistance, they may contact our Customer Relations Manager, **** *****, at ***********************.

  Sincerely,

  Franklin Madison Group LLC

   

  CC:  Carrier

   

• Initial Complaint

  Date:04/23/2025

  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.

  4/23/2025 tried to use the payment portal *************************************************** Entered all appropriate data and credit card information. Kept getting same error said card type not found even though on the screen before it showed a payment being made with ***** Got kicked off the site for to many attempts so I called ************** Useless. Offered no solution. Couldn't take payment over the phone and offered no other option. I'll lose coverage because their payment porotal doesn't work.

  

  Business Response

  Date: 05/22/2025

  May 22, 2025

   

  RE:  23240457

   

  Dear Better Business Bureau:

   

  This is in response to the above-referenced complaint filed with your office. 

   

  For the privacy and the protection of the insured's personal information, we have sent them a secure email response regarding their coverage.

   

  We sincerely regret any frustration or inconvenience the insured experienced with the online payment website.

   

  The insured's feedback is important to us, and we appreciate this matter was brought to our attention.

   

  Kind Regards,

  Franklin Madison Group LLC

   

  CC:  Insurance Carrier

   

   

• Initial Complaint

  Date:04/10/2025

  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.

  The original date of the first transaction was July 12, ******************************************************* today by my bank manager The activation form was for $1000 of free Accidental Death and *********************** from my bank. (First *************)The original insurance company was (The Hartford)The Policy number is (1241561665)The Activation Form Copy that was sent to me today appears to be altered to add additional coverage of $300,000 I never requested additional coverage.The copy of the activation form I received appears to have been altered . I do not mark forms with an (x) outside the box. I make circles using an oval or ellipse. I have never drawn a circle with 4 distinct sides and sharp corners.The charge was discovered when my account was overdrawn for an automatic payment ********* account was only used by my wife for cash withdrawals and there were no authorized automatic debits by myself or my wife.The amount of the debit was $148.50 every 3 months I checked my online statements and could trace it back 3 years ******* manager was able to trace it back 7 years According to the insurance company, it has been paid since 07/11/2011 This is a total of 55 payments The total amount would be $8167.50 I signed a letter at my bank to stop payments immediately on April 10, 2025 I contacted the Franklin Madison ***************** on April 10, 2025, to dispute the charges and to again have the insurance stopped.They sent a form to have the insurance stopped, but not to dispute the previous charges.The Franklin Madison **************** informed me that the Insurance was changed from ******** to ********* Life last month (That would be May 2025)I was promised free accidental death and dismembership life insurance worth $1000 I was charged a premium the last 14 years without my consent I did not receive bills for the insurance coverage The premium deduction was made directly from my bank account

  

  Business Response

  Date: 05/06/2025

  May 6, 2025
  
  RE:  BBB File No.  23189004
  
  Thank you for bringing your concerns regarding your insurance activation form to our attention. We appreciate the opportunity to address them.
  
  Franklin Madison Group LLC serves as the service provider for your insurance company. In this role, we support billing, customer service, and record retention functions on their behalf. Due to privacy regulations and the protection of personally identifiable information (PII), we are unable to post detailed responses publicly.
  
  A comprehensive response to your concerns will be sent to you directly via secure email. Although we are not able to share these details publicly, you may share the response with the BBB at your discretion.
  
  Should you wish to speak with someone directly, you are welcome to contact our Customer Relations Manager, **** *****, at ******************************************************************************************************************. 
  
  Please be assured we are committed to providing you clear information and support regarding your concerns.
  
  
  Sincerely,
  Franklin Madison Group LLC
  
  CC: Carrier

• Initial Complaint

  Date:03/28/2025

  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.

  Update since original post:After placing a review at The BBB, Franklin-Madison replied that I would be contacted to discuss.This never happened, even after I tried to communicate with 3 different staff members.**********************************************RE: Franklin-Madison-Madison Insurance Franklin TN Tele: ************ Exts: 5001, 5002, or 5003 I have never posted a negative review and was initially reticent,but after many months of inadmission and lack of acknowlegement the following is justified.Not sure how BBB rates an A+.Almost all reviews are negative.***************************************I would be happly to elaborate, but for now will keep this brief and simple.Initial Note:I. Franklin-Madison will not acknowledge that this is a ceded policy and reinsurance.This is documented.II.1) Deductions were made from a personal bank account for premium( ************ ******** was contacted on multiple occasions.They advised that cancellation needs to "go-thru" the issuer,or at least get documentation for "request for cancellation".3) Got deflection and/indifference everywhere.4) ***************** continued to deduct.5) After many years the deucting finally accepted a "stop payment".6) 12 years of premiums were paid (that were never needed).7) Original and subsequent insurers failed to acknowledge.III. In addition:1) At least 14 phone calls were made to the insurer.Two were made to request new copies of the policy to review.Insurer says they only have a record of these two calls,and will not admit to the rest.2) I have another correspondence (maybe this can be interpreted differently)that states the policy end date is/was 8/31/2018.Wondering how many others have had issues Please feel free to contact at:*********************.

  

  Business Response

  Date: 04/25/2025

  April 25, 2025

   

  RE:  BBB File No.:  23128873

   

  Dear Better Business Bureau:

   

  This letter is to acknowledge our receipt of the above referenced complaint filed with your office.  Franklin Madison Group provides certain services on behalf of this person's insurance company, and it is in this capacity we are responding.

  We understand this customer has raised several concerns regarding their insurance coverage, including:

  Belief that the insurance was a ceded or reinsurance product,
  That they did not authorize enrollment or premium deductions,
  Their communications with the bank, and
  Dissatisfaction with the level of communication from our company.
  

  The insured is requesting a premium refund.
  
  

  Please note that we are unable to comment on discussions the insured may have had with their bank, as we were not a party to those conversations.
  

   

  For the privacy and the protection of the insured's personal information, we do not post detailed responses on the BBBs public website.  As such, a detailed response will be sent securely to the insured at the email address provided with their complaint.  However, the insured is welcome to share a copy of our response with your office at their discretion.
  
  

  We appreciate the opportunity to clarify this matter and regret any inconvenience or confusion caused. The insured may contact our Customer Relations Manager, Mr. **** ***** directly at *********************************************************************************************************.  

   

  Sincerely,

  Franklin Madison Group LLC

   

  CC:  Insurance Carrier

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23128873
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** **********

  Customer Answer

  Date: 05/05/2025

  All correspondences (except for one) from Franklin-Madison:
  1) Have taken weeks to receive
  2) Have not addressed the issue(s)
  3) At best, are deflections
  
      
  
  I. Most have probably heard the old line that:
  "A verbal agreement isn't worth the paper it's not printed on."
  
  An analogy could be:
  Calls were selectively not documented due to the detriment of the defendant, 
  because they would prove legal wrong-doing or admission.
  Franklin-Madison only admits to documentation beneficial to Franklin-Madison, 
  and only refer to calls in 2024 or 2025(12 or more were made years prior).
  Why weren't prior calls documented/recorded?
   
  II.  Cedent
  I have lots of documentation that Franklin-Madison says the policy/policies 
  were never transferred.
  Then they admitted they were. Then again later, said they were not.
   
  The following was received on F-M letterhead:
  Notifications along with updates to carrier changes have been mailed on the following dates.
  March 12, 2012 carrier was US Life Insurance
  July 1, 2013 carrier conversion to *******************************
  July 7, 2022 Chubb certificate mailed following phone call requesting a duplicate copy
  August 14, 2024 carrier conversion to **************************************;  
    
  
  
  
  III. I had tried multiple times to cancel but was always apathetically told that it had to be done through my bank.
     
        We both know this is not correct.
        I finally had to close the account.
  It's difficult for me to understand why Franklin-Madison wont/wouldnt acknowledge even one of my complaints.
  
  Just because you don't have a record or voicemail of my efforts to cancel,
  does not mean they weren't attempted.
  
  I don't need the money, but worry that others may also have issues, 
  and at the very least expect remuneration for financial loss and time spent. 
   
  Sincerely,
  **** **********

  

  Business Response

  Date: 05/19/2025

  May 19, 2025

   

  RE:  BBB File No.:   23128873

   

  Good afternoon,

   

  We understand that the insured believes their concerns were not fully addressed in our previous responses. We appreciate the opportunity to provide further clarification and to provide resolution of this matter.
  

   

  A detailed response was sent directly to the insured today via secure email. At this time, we consider the matter closed; however, should any new or relevant documentation be provided, we will gladly review.
  

   

  If the insured has additional information to share, they may contact our Customer Relations Manager, **** *****, at ******************************************************************************************************************.

  Sincerely,

  Franklin Madison Group LLC

   

  CC:  Underwriting Company

   

  
  

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23128873
  
  I am rejecting this response because: The insurance company in question is not telling the truth, deception and patronizing.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:03/14/2025

  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 was insured under an AD&D policy underwritten by The Hartford for $1,000 of coverage provided by my bank at no cost to me. Every three months $15 was deducted from my savings account by ********, then **************. I thought AD&D was an insurance policy covered like term or whole life insurance. Dec 10, 2013, I received a noticed from ************************, that the AD&D would end with The Hartford on March 1, 2014. I called **************, asking if I had added beneficiaries. Minnesota Life stated Franklin Madison is a third party handling all their calls. I called Franklin Madison, I never heard of your company. Franklin Madison told me they are a third party for Minnesota Life and told me who my beneficiaries were. Both insurance companies use the same phone number **************. On Feb 12, 2025, I sent a letter to Franklin Madison and ************************ that I am cancelling my Accident Death and *********************** Benefit (AD&D) policy that was underwritten by The Hartford. Please terminate my policy effective immediately. I wanted a letter from you stating my policy was cancelled. There will be no more automated payment, made quarterly from my bank account by your company. Today, March 12, 2025, I notice on my bank account, ********************************************* had made an attempt to get payment from my account on March 7, 2025. My bank had reversed the automated payment on March 7, 2025, to keep Franklin Madison from withdrawing money. I called Franklin Madison, that I had sent a letter to terminate my policy, and your company has not honored my request. The agent kept coming up with excuses to keep my policy active, after he said he could cancel my policy. I told the agent if he did not terminate my policy, I was going to report his company for illegally taking money out of my bank account. I want no further contact by both businesses and refunded if they try again to take the $15 out of my bank account. What date did Franklin Madison take over my policy?

  Customer Answer

  Date: 04/05/2025

  Hello

  I will be sending by mail, support documents to continue my complaint against third party Franklin Madison. As I had mention, I sent letters to Minnestoa Life and Franklin Madison dated Feb 12, 2025, to close my account. I had never heard of Franklin Madison, until the phone call I had made to Minnesota Life.  After I had sent both companies the letter, on March 7 & on March 17, 2025, Franklin Madison attempted to take the $15.00 out of my account. I had fixed my account so that no money can be removed by either companies and I contacted my bank. 

  In Minnesota Life policy under "Termination, What does your coverage terminate?" (4) the date we receive your WRITTEN request to terminate this insurance. Neither company are honoring my request. Therefore, I will report them to the State of California Insurance with a complaint. They are violating my request to close my account. 

  ********************************************* and ************** has changed the original policy, adding Franklin Madison. I will NOT sign the recent document nor new policy sent to me by both companies dated March 14, 2025. 

   

  

  Business Response

  Date: 05/05/2025

  May 5, 2025

   

  RE:  BBB File No.  23064573

   

   Thank you for bringing your concerns to our attention. We appreciate the opportunity to address them.

   

  Franklin Madison Group LLC serves as the service provider for your insurance company. In this role, we support billing, customer service, and record retention functions on their behalf. Due to privacy regulations and the protection of personally identifiable information (PII), we are unable to post detailed responses publicly.

   

  A comprehensive response to your concerns will be sent to you directly via secure email. Although we are not able to share these details publicly, you may share the response with the BBB at your discretion.

   

  Please be assured committed to providing you clear information and support regarding your concerns.  You are welcome to contact our Customer Relations Manager, **** *****, at ******************************************************************************************************************. 
  
  
  

  Sincerely,

  Franklin Madison Group LLC

   

  CC: Carrier

  Customer Answer

  Date: 05/05/2025

  Like I said, I had never heard of Franklin Madison Group LLC. I found out this was a third party when I contacted ************** in which I had a policy with, NOT Franklin Madison. I noticed Franklin Madison and Minnesota Life had the same phone. 

  In the insurance policy, it states, if the insurer sends a written letter to close the account, the insurance company should honor that request. Instead, I get a letter from Franklin Madison, stating they would take the money out of my account. What ****** me off, after I had sent a letter to Franklin Madison and Minnesota Life that I wanted my insurance policy closed. Franklin Madison made two attempts to take money out of my account!!!   I am glad I had thought to move my money somewhere else, so that Franklin Madison would not get any money out of my account!!

  No, I am never going to forget this. I feel anyone that has any policy with Franklin Madison, better READ their policy. I had seen online, many complaints with this company. I wish I had never got this kind of policy that did not benefit me. I needed Term life. 

  NO, I am not pleased the way Franklin Madison handled this situation, but glad I will never deal with this company again.

• Initial Complaint

  Date:03/11/2025

  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.

  Somehow I got signed up for an insurance policy and money keeps trying to be taken from my bank. I called last year at the end of December to cancel this because I did not ask for it or want it and every month they are still trying to take money from me through my bank account.

  

  Business Response

  Date: 04/10/2025

  April 10, 2025

   

  RE:  BBB File No.:  23049618

   

  Dear Better Business Bureau

   

  We are writing in response to the above-referenced complaint filed with your office.  Franklin Madison Group LLC ("Franklin Madison") provides certain services on behalf of the insurance company; and it is in this capacity we are responding to you. 

   

  For the privacy and the protection of the insured's personal information, we do not post detailed responses on the BBBs public website.  However, the insured may share a copy of this response with your office at their discretion.  A detailed response will be sent to the insured today by secure email.
  
  The insured is seeking clarification regarding their enrollment and the premium debit authorization for their insurance. The details of her enrollment and copies of her activation form, and other coverage file documents will be included with our response to the insured.
  

  Thank you for providing Franklin Madison notification of this person's concerns and the opportunity to respond.  Should the insured have any questions or require additional assistance, she may contact our Customer Relations Manager, Mr. **** ***** directly at *********************************************************************************************************.

  Sincerely,

  Franklin Madison Group LLC

   

  CC:  Insurance Carrier

  

  Business Response

  Date: 04/10/2025

  April 10, 2025

   

  RE:  BBB File No.  23049618

   

  **Follow-up**

   

  Dear Better Business Bureau,

   

  Our response to the insured is at the carrier for review before we can release; unfortunately, we will not be providing that response as promised.  

   

  Please be assured we will have sent the response to the insured tomorrow.

   

  Thank you in advance for your understanding.

   

  Kind Regards,

  Franklin Madison Group

• Initial Complaint

  Date:03/07/2025

  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.

  On 2001 I entered a contract with ******** Madison Group. The contract stated that should i be hospitalized for any days that I would be paid $400,00 per day, Not any other stipulations were include with this contract. Of course I understood that they were connected to My ************* First and that is how they obtained my information. No other stipulation were in place. I have never filed a claim until November 2024. I phoned ******** Madison and was informed that i needed to have my doctors signoff and mail in the form. Which i completed Dec 23rd and mailed it directly from my doctors office.After that everything changed and i am now being routed to a third party, (which I had no knowledge even existed) I have contacted ******** Madison several times and continue to rerouted to Minnesota Life witch never answer the phones. My call to ******** Madison, I asked am I being Scammed as they do not return any calls? I as informed that they do not open until 4;00pm. I have Paid them $24.00 per month since 2001. I am asking for the $400.00 per day, which was agreed upon the contract connected directly to my bank account!

  

  Business Response

  Date: 03/14/2025

  March 14, 2025

   

  RE:  Complaint ID ******** - REQUEST TO REDIRECT

   

  Dear Better Business Bureau,

   

  This request is in response to the above-referenced complaint filed with your office.  Franklin Madison Group LLC ("Franklin Madison") performs Premium Collection, ***************** and Record Management/Retention on behalf of insurance providers; Franklin Madison does not review or adjudicate of claims.  

   

  We kindly request this complaint against Franklin Madison be withdrawn and redirected to ********************************, who can respond to the items referenced in this complaint.

   

  Thank you in advance for your attention and confirmation of this request.

   

  Kind Regards,

  Franklin Madison Group

   

   

  Customer Answer

  Date: 03/15/2025

  I never received a return call from any representative at all. I have left several messages with (now) Securian? Another fourth party which has my personal information. 

  I was providing services to my sister (who is terminally ill) in *********. When I returned home, I received a check from Securian (Minnesota Life) for $100.0  stating: This payment is for the recuperation sickness benefit beginning 11/26/2024 to date of discharge. Based on policy provisions, the policy reduces to 50% when the primary insurer has attained the age of 65.

  The contract I Initially signed never stated this. It was a simple advertisement that stated the benefits only.  This is age discrimination, false advertisement and down right fraud and scam! 

  As I did not agree to these stipulations nor agreed to share my personal information. I am now ready to speak to an attorney!

  

  Business Response

  Date: 03/24/2025

  March 24, 2025
  
  Complaint ID No.:  ********
  
  Dear Better Business Bureau,
  Thank you for bringing to our attention that the concerns of this customer have not yet been addressed.
  
  Franklin Madison provides certain services related to this customers insurance, including customer service, billing, and record retention and management. However, matters related to filed claims, claims review, or payment fall under the responsibility of the insurance carrier directly. As such, we do not have access to information regarding claims or the details surrounding their status.
  
  Please rest assured that our Customer Relations Manager, **** *****, will be reaching out to the insured tomorrow to provide copies of the activation form, policy documentation, and to assist with any questions they may have. If the insured prefers a specific time for the call, they can contact Mr. ***** directly at ********************************************************************************************************* to coordinate.
  
  We regret that Ms. ****** is not satisfied with her insurance experience. We trust that the information we provide will help address her concerns and provide clarity.
  
  
  Kind regards,
  Franklin Madison Group LLC
  CC: Insurance Carrier

  Customer Answer

  Date: 03/29/2025

  I asked that the company provide me with proof(meaning original signature) where I provided a original signature where I agreed to the changes made. They say that they sent and I agreed to lowering of compensation upon any hospitalization.

  I never received this letter. nor agreed to this ridiculous determination.  Also, i did not agree to share my information to anyone other than ******** Madison, in which they have shared my information at lease four other agency's.

  This breaks all confidentially. 

  

  Business Response

  Date: 04/10/2025

  April 10, 2025

   

  RE:  BBB File No.:  22968296

   

  Dear Better Business Bureau:

  We are writing in response to the above-referenced complaint filed with your office.  Franklin Madison Group LLC ("Franklin (Madison"), provides certain services on behalf of this insured's insurance carrier; and it is in this capacity we are providing the response.  For the privacy and the protection of the insured's personal information, we do not post detailed responses on this public website.  A detailed response will be sent to the insured today by secure email; at their discretion they may share a copy of this response with the BBB.  

  
  To address the insured's concerns, the group policy was amended. One of our Executive Response Team Members, Mr. ******** from has made multiple attempts to contact the insured over the past few weeks; unfortunately, he was unable to reach her to provide the necessary assistance.
  
  

  Thank you for providing Franklin Madison the opportunity to review and respond to the concerns of this insured.

   

  Kind Regards,

  Franklin Madison Group LLC

   

  CC:  Insurance Carrier

  Customer Answer

  Date: 04/21/2025

  Mo
  ******** Howard 
  From:*****************************************
  To:**** *****.
  
  Thu, Apr 17 at 10:58 AM
  
  
  
  As I stated before. I have placed you on my contact list to allow your phone call. If, for any chance you cannot git through, Please leave a voice message and I will return your call as soon as possible. You can call whenever you are available. 
  Thank you for contacting me. 
  Show original message
  
  
  
  
  ******** Howard 
  From:*****************************************
  To:**** *****.
  
  Thu, Apr 17 at 11:35 AM
  
  
  I just received a bill from your organization in reference to the fact that I stopped payment from direct deposit. 
  The insurance amount stated here is $400.00 recuperative Accident and sickness. 
  What more is there to say???!!!
  I will also send a copy to the better business beau along with the explanation of entitlement from the ****** search.
  Show original message
  
  
  
  
  **** *****.
  Ms. ******, Good morning! I just called and left a voicemail for you. The ***************** Plan for which you are enrolled provides a $400 per day Recuperative accident benefit and a $200 per day Recuperative illness benefit as outlined in your Certificate of Insurance. Please contact me at your convenience and I would be glad to assist with any other questions that you may have. Sincerely, ****
  
  Thu, Apr 17 at 12:45 PM
  
  
  ******** Howard 
  From:*****************************************
  To:**** *****.
  
  Sat, Apr 19 at 1:38 PM
  
  
  
  Excuse me! I am looking at my phone and you have not called or left a voice mail! This is exactly what I'm saying! This is false advertising and potential lawsuit. You continue provide false information and claims that you have made attempts to contact me. 
  This is enough. I will need to speak to you or a representative before moving forward as this final attempt will also be ************* Information...