ComplaintsforContinental Life, An Aetna/CVS Health Company

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about September , 2023, my Navy Federal Account was overdrawn. I could not imagine this had happened. The representative stated it was because of charges paid from my account with ********************** Life. The monthly amount was $39.75. This money had been taken from my account since April, 2023. When I spoke to a representative of Navy Federal, I was advised it was my responsibility to keep up with the transactions of my account. This is true however, I trusted Navy Federal and never had a reason to questions any withdrawals. I was given the name of Continental Life. I called them at ************. I was advised the policy number of CLI6992377. The effective date was April 13, 2023. Upon calling Continental Life, I was transferred to the Accident and Health Department., or critical care department. Explained to Continental Life this policy was fraudulent There were 2 reasons why I did not take out this policy. (1) I was not working and could not pay for any policies. (2) I had had cancer and no one would insure me. Asked the name of the representative who insured me. Her name was ***************************, phone ************, Address **********************************************. Advised her company was ******* . Called this company and spoke to *******************, ************. He was extremely rude and referred me back to Continental Life which was suppose to be a part of Aetna. Call back to Continental Life and spoke to **** of the critical care department. Explained my situation. She stated they would never use credit card of debit cards. Whomever processed this policy used by debit card number. I have sent messages to Navy Federal . My last message was on today advising them there are several updates on Continental Life's website indicating fraudulent activity . Now as I look at the Better Business Website, there are several examples of this same experience I had.

  Business response

  11/08/2023

  We are currently investigating ****************** concerns and request for a full refund of premiums. We are requesting additional time to allow us to complete our review to ensure that we provide a complete response. 

  Customer response

  11/19/2023

  Not resolved

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is due to fighting this company to pay out my father's premium after his death in 2021! (I know we was denied full pay out because he only had it for a few months but was told by the company they would send premium) I have been in contact with this company for over 2 years now sending in required paperwork twice . Being told it (the check ) was on it's way several times then having no record of paperwork (1st time) then after the 2nd round of paperwork and 2 more months being told to call back in 2 weeks because the accounting representative wasn't there and her supervisor said to call back then when asking to speak with supervisor they would not answer the phone.

  Business response

  06/23/2023

  We contacted ****************** for additional information regarding her complaint and to recognize the need to have this resolved. This has been expedited and we are currently researching the circumstances and the claim. We anticipate a resolution very soon and will contact her with updates and the final result. 

• Initial Complaint

  01/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  2 days after my father's funeral, an agent came to my mother's home, and sold her a home health care policy.They refused to cancel it, so we closed her bank account. 4 weeks later the same agent came to her door, and requested new account information which she provided.I have sent them ***, registered and filed with the county clerk, twice, and ask them to cancel the policy 3 times. They respond that the *** has been misplaced and could I resend.Closing another bank account. My mother is now in a memory care facility with no access to her account information, so I HOPE this is the end of AETNA Senior and the unscrupulous agent.

  Business response

  01/29/2023

  ************ requested no further contact by the company, however Continental Life did need to contact him to obtain the *** papers. They were received and the policy has been cancelled as requested. We apologize for his difficulty in cancelling this coverage. 

  Customer response

  01/30/2023

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ON DECEMBER 5, 2022, THERE WAS A UNAUTHORIZED CHARGE ON MY *********** BANKING ACCOUNT. THIS CHARGE WAS FROM A COMPANY BY THE NAME >>>>>CONTINENTAL LIFE. I NEVER PURCHASED A LIFE INSURANCE POLICY EVER. THE AMOUNT WAS FOR $52.85. I WOULD GREATLY APPRECIATE ANY HELP IN RESOLVING THIS MATTER. I AM SEEKING A FULL REFUND. I ALSO HOPE THAT THIS COMPLAINT WILL HELP FURTHER VICTIMS IN THE FUTURE. THANK YOU VERY MUCH FOR YOUR TIME. D.S.

  Business response

  12/20/2022

  December 20, 2022
  
  *********************************
  Better Business Bureau of Middle Tennessee
  25 *****************, Suite 101
  *********,Tennessee 37214
  
  RE:       *********************
                Policy Number: CLI6924044
  
  Dear ************************:
  
  This correspondence is in reply to the Better Business Bureau (BBB) complaint filed by Ms. ********************* regarding a premium withdrawal by Continental Life Insurance Company of Brentwood Tennessee (CLI). ************** stated that she did not apply for life insurance.
  
  The bank withdrawal by CLI of $52.85 was for a Dental Vision and Hearing insurance policy issued to ************** effective December 1, 2022. On December 19, 2022,*** spoke with ************** to advise why her account was drafted and describe the type of coverage. ************** decided that she would like to cancel the coverage under the Free Look provision of the policy. We have cancelled the policy and the premium will be refunded to her in full.
  
  If you need any additional information, please feel free to contact me. 
  
  Sincerely,
  
  *********************
  
  *********************
  Manager Business Compliance, Aetna Senior Supplement
  
  
  
  
  

  Customer response

  12/27/2022

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Without my permission or my knowledge Continental Life Insurance starting debited my checking account $72.01 on 5/6/2022. $72.01 on 6/7/2022 and $72.01 on 7/7/2022. I cannot reach anyone to find out how they got my account number or anything. I did not authorize these payments and am donating my body to research when I die so I do not need insurance for burial. The only reference they have on my checking account is PPD ID. ********** and when I manage to get a live person at the number 1-800-264-4000 they cant find anything and give me the run around. I am on a fixed income and this debit is causing me overdraft charges.

  Business response

  08/15/2022

  Business Response /* (1000, 5, 2022/08/08) */ Dear Ms. **********, We have reviewed Ms. ******** complaint that Continental Life Insurance Company of Brentwood Tennessee (CLI) has a life insurance policy for her that she did not apply for or authorize. Policy number ********** is a Dental Vision and Hearing policy underwritten by CLI. The coverage was effective April 5, 2022 and had a monthly premium of $72.01. The agent is *********** *******. Upon receipt of the complaint, we requested a review of the sale call to be conducted. It was found that Ms. ****** called in on April 4, 2022 and spoke with agent *********** *******. Ms. ****** explained that she was wanted a dental policy to cover major services because she needed to have bridge work done. Agent ******* explained that most dental plans have a 12-month waiting period, but that Aetna offers a Dental, Vision and Hearing plan that would cover up to 20% of her dental work from day one and 50% in the second year with a maximum benefit of $3,000. Agent ******* further explained the plan had a monthly premium of $72.01. After further presenting the plan benefits Ms. ****** asked if the coverage could be effective the next day. The agent explained the enrollment process and that the client would receive a temporary ID card in her email once the policy was approved and she could begin using that temporary card to received services until she received her permanent card in the mail. After some additional discussion regarding the plan, Ms. ****** agreed to enroll, and they began the application. Ms. ****** provided all the required personal information, answered the application questions, provided an answer to the security question, and provided her voice signature as her consent to enroll. The policy was mailed to her on April 8, 2022. Ms. ****** contacted us on August 2, 2022 and we cancelled the policy as of the paid to date of August 5, 2022 If you need additional information, please contact me. Sincerely, ***********

• Initial Complaint

  04/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We canceled our policy March 1st and on March 17th they withdrew from our account a payment for March. Upon notifying our agent and *****, we were told we have to wait 21 days for reimbursement. This was a mistake on their part and took the money but now we have to wait. We fell this is unacceptable and would like interest on our money.

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/04/11) */ Dear Ms. *********** Thank you for allowing us to address Mr. **********'s concerns. Our records indicate that Mr. ********** contacted us on March 2, 2022 to inquire if the policy was active and on March 17, 2022 to cancel the policy as of March 1, 2022. His automatic bank draft had been processed on March 15, 2022. It is our process to allow enough time for the bank to confirm payment was processed prior to issuing a refund. The refund was processed on March 29, 2022 and mailed on April 2, 2022. Consumer Response /* (3000, 7, 2022/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr ********** did not call on March 1st we have an agent that called and canceled on March 1st not the 17th. They wrongfully took the money out and are not trying to cover their screw up. We thank the BBB for checking into this. We will no longer do business with this company and advise others not to do so. Consumer Response /* (2010, 9, 2022/04/13) */ We finally received a check for the payment ***** took that they shouldn't have. They should have included interest on this mistake but didn't. Case #XXXXXXXX

• Initial Complaint

  02/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello I'm trying to get this situation handled as quick and efficient as possible I received a bill today for my doctor's office for $167 cuz some blood work which I am insured through ******** and ******** and through ***** somehow someway ***** decided they weren't going to pay for my health coverage for my blood work at my doctor's office because he disenrolled from a program I didn't know that he disenrolled nobody contacted me nobody notified me I did not find out for my doctor's office and I did not find out from ****** So I do the next best thing I get on the phone and I call ***** to find out why my medical coverage isn't covered they said that my doctor dropping a plan and they assign me a doctor who lives or is located in South Bend Indiana which is 2 hours away from where I live so they're telling me that I have to pay $167 because I decided to go to my primary doctor who I've been going to for 15 years or more but I would have to pay for my own visit because he disenroll but under my circumstances I did not know nobody informed me now my doctor and not and not the service that I'm with so as a customer as a service provider wouldn't you want to let the customer know that there's been a change in something do you want to switch to another doctor know the computer-generated Mia Doctor Who who's locating the South Bend Indiana if I didn't call in today I probably would have more bills than I can handle and buy me receiving Social Security Disability I cannot afford to pay $167 doctor bill when I have ******** a b d and see and I have ******* Health Plan so I need this resolution to this problem please help me I don't understand why am I being the one that's being a victim here when I didn't do anything wrong but follow follow the laws. The medical provider has given me the person's name who was contacted is ******* from ***** Healthcare her badge number is a XXXXXX and she told me that I'm responsible for the bill I need to contact my doctor and set up a payment plan they were very rude and disrespectful

  Business response

  03/25/2022

  Business Response /* (1000, 5, 2022/03/11) */ Dear Ms. *********** Ms. ******** did not include a policy number in her complaint. We are unable to locate a Medicare Supplement policy for her. An email was sent to her at the address in the complaint on March 2 requesting additional information. To date we have not received a response. If she contacts us, we will attempt to resolve her concerns. Consumer Response /* (3000, 7, 2022/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) First off I never received a response or email from anybody asking me anything if they don't know my number or anyting they can't prove who I am how can I say they have my information if they don't know who I am that makes them being dishonest and if they need my account number then all they had to do was call and ask but if I file a complaint I feel like they should already have it in the system when they sent me a letter stating that I was canceled from their service so they cancelled me after they decided they didn't want to pay for it which is unacceptable Business Response /* (4000, 9, 2022/03/24) */ We have spoken with Ms. ********. We are unable to locate her coverage with the information we have. We need to know what type of coverage she has to assist her. A message was left for her on March 23, 2022 requesting additional information.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This complaint involves my Medicare Supplemental Insurance policy. My card says, Policy # *** *** ****, ***** Health Insurance Company. I need to access this account electronically as it is too much trouble and takes too long to handle my health insurance matters on the phone. The operators have accents and are hard to understand. But every time I try to access my policy online at "***** senior products dot com," the sign in portal rejects me. Says it doesn't recognize my policy number or password . Last week, I spent an hour online attempting JUST TO SIGN IN. Having no success, I called the technical assistance number and explained the problem to someone on the phone. "I'll send you a email with a new link," the woman said. Meanwhile, I stayed on the phone for about 1/2 hour with her receiving no emails at all. She allegedly sent 3 or 4 emails with a new link. I received none. She provided no solution about clearing up this problem. The next day, II emailed ***** senior products dot com telling them about being shut out of their sign in page. Did not receive any response. Tonight I once again tried to sign into ***** senior products dot com - my fourth attempt over four days - and kept getting rejected. Message was something like my policy number and password is not recognized (even though it's my true policy number). Another hour wasted JUST TO SIGN IN. Total: 2 1/2 hours at least wasted over 4 different days JUST TRYING TO SIGN INTO THE WEBSITE to access my policy.. And this is not the first time this has happened. I believe ***** has cancelled my policy. I cannot comprehend why they would shut me out like this. I have been a member since April 2020, making monthly payments since that time. My most recent payment was last week. It was electronic. ***** has not sent me a notice informing me of a cancellation. Why has it cut me off while at the same time taking my payments? This has got to be illegal at both state and federal levels.

  Business response

  03/07/2022

  Business Response /* (1000, 5, 2022/02/25) */ Dear Ms. *********** We are reviewing Ms. ******'s regarding her experience with our customer service. When we received the complaint a customer service supervisor contacted her to assist. She advised she was able to login that day to the website. She was provided the supervisor's direct contact information in case of future problems. Her policy is active and was not cancelled.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to do business with you for 4 months without any success. However, you do get paid monthly. I am thinking you are scamming retired educators and the elderly. I lieu of contacting the Insurance commission, I am requesting a return telephone call. My number is: XXX XXX XXXX. My policy is: CLIXXXXXXX. I have documented efforts of my attempts to work with you but to no avail with a resolution or an answer to simple questions. The customer service is non-existent . Are you legitimate? The last phone person transferred me telling me she could not answer simple questions and I was going to have a 2 minute hold. That lasted 49 minutes then a machine came on and said, ""we are in a meeting call later. " Please contact me as this is the last of my attempts since I have tried for 4 months to reach you.

  Business response

  02/24/2022

  Business Response /* (1000, 9, 2022/02/18) */ We apologize for Ms. ********** experience in trying to obtain information about her policy. The Senior Manager of claims was able to speak with her on February 15, 2022 about her concerns and provide information on how to file a claim on her policy.

• Initial Complaint

  01/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I HAD INSURANCE WITH THIS COMPANY IN 2021. I DISCONTINUED IT IN DECEMBER 2021 IN WRITING. THEY MADE ME USE AUTOMATIC WITHDRAW, SO I DID. MY CONTRACT RAN OUT ON 1/1/2022, AND ON JANUARY 24TH 2022, THEY TOOK THE AMOUNT OF THE CONTRACT OUT OF MY SAVINGS ACCOUNT. I CALLED THEM AND ASKED WHY THEY TOOK MY MONEY, WHEN MY CONTRACT HAD ENDED ALREADY. THEY SAID THEY DIDN'T GET THE FAX THAT WAS SENT TO THEM FROM MY INSURANCE AGENT. WELL, I HAVE A COPY OF IT AND IT WENT TO THEM ON THE 29TH OF DEC, 2021 WITH A FAX CONFIRMATION. THEY SAID THEY WOULD SEND ME A CHECK BY MAIL WHICH I WOULDN'T RECEIVE THE CHECK FOR 2 TO 3 MORE WEEKS. I TOLD THEM I NEEDED MY MONEY BACK IN MY ACCOUNT TO PAY OTHER BILLS. AT FIRST THEY SAID THEY COULDN'T DO THAT. THEN I TOLD THEM I WOULD BE CALLING THE BBB AND THE ATTORNEY GENERAL. ALL OF THE SUDDEN THEY WOULD TRANSFER IT BACK TO ME. I'M STILL WAITING FOR MY MONEY. I CALLED THEM ON 1/24/22 THE DAY THEY TOOK OUT MY MONEY. THEY SHOULD BE HELD ACCOUNTABLE. IT'S NOT RIGHT THAT THEY CAN TAKE MY MONEY OUT OF MY ACCOUNT WITHOUT CONSENT. AND THEN HAVE TO SEND ME A CHECK BACK AND NOT PUT IT BACK AS QUICKLY AS THEY TOOK IT. IF THEY MAILED IT, NOT ONLY WILL I NOT BE ABLE TO PAY MY BILLS ON TIME, I WILL GET BAD CREDIT AND WASTE MY TIME AND GAS GOING TO THE BANK TO DEPOSIT IT AND THEN WAIT FOR THE CHECK TO CLEAR. WHAT EVER YOU CAN DO TO HELP ME WOULD BE VERY MUCH APPRECIATED. AND THEY SHOULD BE FINED. I WOULD ALSO LIKE TO MAKE A FORMAL COMPLAINT AGAINST THEM. ***** PHONE NUMBER IS X XXX-XXX-XXXX MY MEMBER ID IS GAXXXXXXX

  Business response

  02/21/2022

  Business Response /* (1000, 5, 2022/02/09) */ Thank you for the opportunity to address Mr. ********'s concerns. We apologize but we do not have a record of the fax Mr. ******** references in his complaint. Our first record of a request to cancel the policy was his call on January 24, 2022 requesting cancellation of the policy effective January 1, 2022. His policy was on monthly automatic bank draft at the time of his call and a draft for $109.37 had occurred on January 20, 2022 paying his policy to March 1, 2022. It is our process to allow adequate time for the bank to notify us of any stopped payments or insufficient funds before refunding premium. We refunded two months premium on January 31, 2022. His policy is now cancelled as of January 1, 2002 and no additional premium will be withdrawn. Consumer Response /* (3000, 7, 2022/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) MY INSURANCE AGENT SENT THEM THE FAX ON DEC. 29TH 2021. I HAVE A COPY HE E MAILED ME.. THEY NEVER ASKED ME TO SEND IT TO THEM. I STILL DON'T HAVE MY MONEY. LIKE I SAID BEFORE THEY MADE ME SIGN UP FOR AUTOMATIC WITHDRAW.. IT CAME OUT OF MY ACCOUNT. WHY CAN'T THEY PUT IT BACK THE SAME WAY INSTEAD THEY MAIL IT. I CALLED TODAY THEY TOLD ME IT WAS MAILED OUT ON THE 31ST OF JAN, FROM KENTUCKY, I AM STILL NOT SATISFIED THAT IT TAKES WEEKS TO GET MY MONEY BACK Business Response /* (4000, 9, 2022/02/18) */ We apologize that Mr. ******** is dissatisfied. We confirmed that he has cashed the refund check on February 17, 2022.

*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. ↩