ComplaintsforAmerican Health & Life Insurance

• Initial Complaint

  09/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was sent letters twice over the last year. I followed the instructions and have not received any response back. I was asked to fill out the form attached which I did last year and had no response. I received a 2nd notice from the ************************ I followed the instructions on the letter stating to reach out to American Health at the designated email and phone number. I left several messages and sent several emails. Still no response. I called a customer service number on the internet for American Health and was told they had no idea what I was talking about. How do I resolved if the company does not respond?

  Business response

  09/19/2023

  Please see the attached response.

  Customer response

  09/25/2023

  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.
  
  Regards,
  
  ***************************************

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 28, 2023, I called American Health and Life Insurance Company to cancel an unneeded policy. Before the phone called ended I was told the policy was cancelled. However, on August 6, 2023 I received documentation from the loan company which I got a loan from where the life insurance documents original got produced show it was never cancelled. I also, looked at my account online today and show that it has still not been cancelled. I have been told that paperwork was sent out for the days in which the loan was cancelled but, yet I never received them. I only received documents for one small insurance policy I cancelled in the mail which showed it was cancelled. This loan premium is included in my loan and it is include in my monthly payment.

  Business response

  08/18/2023

  Please see the attached response.

  Business response

  08/18/2023

  Please see the attached response.

  Customer response

  08/18/2023

  Complaint: 20436800
  
  I am rejecting this response because:

  **************, 

  Thank you for responding to my complaint.  I want you to understand this insurance policy is not one that I agreed with knowingly.  I also called American Health and Life Insurance Company the same day after I called *********************** from ***************** but, your office was close. The insurance for the amount of $222.62 has shown on my account as a refund but, not truly because it still affect my loan amount. Nothing has change in my monthly payment or my finance charges. The Check for $712.50 I still have not received. I still see the insurance still on my loan as well not cancelled included in my loan amount accumulating interest daily even though I cancelled it  on 31 July 23 with the other Term insurance.  Thank you for your response. Have a wonderful week.
  
  Regards,
  
  *****************************

  Business response

  08/24/2023

  Please see the attached follow-up response.

  Customer response

  08/24/2023

  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  American Health and Life Insurance Company has been billing Accidental Death Insurance premiums on individuals that are deceased and are continuing to send bills even after being informed of deaths. We are requesting they stop sending bills and refund past premiums for the last 11 years. Also requesting no further contact from American Health and Life Insurance Company and not to have names and addresses shared with other businesses.Master Policy ******** - ************************* (Father-in-Law) passed away in June 2012. Requested to cancel at that time.*********************** (Mother-in-Law) passed away March, 2023. In May ********************************************************* **********, ** stating payment was past due. Spoke with ****** with American Health and Life Insurance Company on 5/31/23 and requested to cancel all policies and refund monies that were fraudulently billed to the estate. On 6/30/23 another bill addressed to a *********************** (?) with same policy number and certificate number was sent to our personal address in **********, ** stating that we will continue to be billed through regular billing process.

  Business response

  07/18/2023

  Please see the attached correspondence in response to this complaint.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a loan with ****************** I am current on my loan. I have disability insurance on my loan through American Health & Life Insurance, that I was upsold on, at the time I took out my loan. That insurance company is an arm of ******************I filed a disability claim at the beginning of April, 2023, retroactively back to November 4, 2022. I was told it would take 2-3 days to process my claim. It took a long time, a lot of back-and-forth with the insurance company and submitting and re-submitting the same claim forms. I was told to call back to be updated on my claim.After repreated calls, I called today, May 10th, 2023 to inquire as to the status of my insurance claim. I was told it was approved.However, I was also told that the insurance company had sent back-payments to OneMain retroactively back to the date of disability. The informed me that constitutes an over-payment because I already made those payments and my account was current. The insurance company said I needed to contact OneMain to obtain a refund on that over-payment amount.I called OneMain's central number **************. I was transferred multiple times and put on hold multiple times. I was then told to call OneMain's "Central Processing" number: ************. I called and was transferred multiple times and also again put on hold multiple times until the last person told me they were going to put me on hold again and the call was immediately disconnected.I called the Central Processing number yet again, was transferred again. Finally I spoke with someone in detail who explained that I am due that refund, that they had cleared up any confusion with my "branch" (I don't have a branch) and they were going to transfer me again. They transferred me again. I spoke with someone who put me on mute "so that you don't hear me taking out loud", but don't worry they were still on the line.I hung up after being on the phone for an hour and 43 minutes.

  Business response

  05/11/2023

  See attached.

  Customer response

  05/11/2023

  Complaint: 20043529
  
  I am rejecting this response because:

  This response does not resolve the main reason for my complaint: I am owed $1,749.42 refund.

  The insurance company and OneMain kept transferring me back and forth yesterday from one to the other, different departments, had me calling "Central Processing", and also kept telling me I needed to contact my "branch office" about my refund, when I don't have a branch office (my account was opened and serviced online).

  The response received is putting the focus on a secondary portion of my complaint (the time it took to approve my claim) and shifting focus away from the primary reason for my complaint: giving me the run-around and not providing me the refund of $1,749.42.
  
  As per the screenshot I previously submitted and attached again to this message, I was on the phone and on hold for over one hour and 42 minutes before I finally hung up yesterday and filed this complaint.  That was at least my 5th or 6th call yesterday to OneMain.  I kept getting transferred back and forth.

  My account was current at the time I filed the insurance claim. There was nothing to pay retroactively. That means that the $1,749.42 that was sent to OneMain for payment on my account, is an over-payment.  I had already made those payments.  My account was and is current.

  OneMain told me that they applied the $1,749.42 to my account for future payments moving forward.  I did not authorize that.

  Further, the insurance company sent me a letter dated 5/4/23 stating that I had to submit monthly paperwork for a "continuing claim form" each month starting 5/27 and every 30 days thereafter so that they could make my monthly payment to OneMain.  If the $1,749.42 was applied to my account moving forward (which again, I didn't authorize), why do I have to submit this form starting 05/26 for the insurance company to pay OneMain starting in May?

  This entire thing is a classic case of a consumer being given the run-around and not being honest.

  Regards,
  

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

  Business response

  05/25/2023

  A response was faxed to the BBB on 5/23/23 for this follow up complaint, was it received? The follow up complaint that has a date of 5/24/23 appears to be a duplicate to the follow up from 5/11/23. Is that accurate?

  Business response

  05/25/2023

  See attached.

  Customer response

  06/08/2023

  Complaint: 20043529
  
  I am rejecting this response because:

  I was told that I was to be sent a refund.  The amount stated was to be $1,199.60.  Instead, today I received a check for $288.98.
  
  Please see attached image of check.
  
  Additionally, I have attached a .pdf of the letter OneMain sent to the Ohio ************************** whom I also filed a complaint with.
  
  This attached .pdf details the amount they stated they would send to me, which was again $1,199.60.
  
  Lastly, the *********************** number that OneMain provided and requested that I call, has not answered a single time that I have called.  I have always immediately received a voicemail / out of office message directing me to leave a message, even when I have entered in the individual's extension.
  

  
  

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

  Business response

  06/09/2023

  See attached

  Customer response

  07/18/2023

  Complaint: 20043529
  
  I am rejecting this response because:

  
  The insurance company is not honoring the disability insurance policy that I have with OneMain Financial.
  
  I am still being charged monthly and had to put a stop payment on this so they'd stop attempting to withdraw funds.
  
  Since the insurance company is part of ****************** they both are complicit in this matter.
  
  
  Regards,
  
  ***************************

  Business response

  07/20/2023

  See attached.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Waiting on a check to arrive. Keep getting the run around as to where it is. Its been since March 12. Please help

  Business response

  05/16/2022

  Please see the attached correspondence.  

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am 91 years old and have taken out life insurance originally with ***** and Roebuk for $10,000 and they transferred my life insurance to the above company. I took out June of **** and have paid $80 dollars per month as of April 1, 2022 as I can not afford to pay. So I called to cancel and I was told at that time April 1, 2022 that I have paid $15,000 on a $10,000 policy. I did not receive a letter explaining that I have exceeded my policy monies as a courtesy to the policy holder nor did i get a letter explaining the TRANSFER of MY LIFE INSURANCE NOR A NEW POLICY UPDATE. I am on a fixed income and they are telling me that i not only paid WAY OVER but NOW THEY WILL NOT BURY ME. What happened to the $5,000 and who's gonna BURY ME NOW??Please help me sincerely *********************** - ************

  Business response

  04/15/2022

  Please see the attached correspondence and copy of the insurance certificate.

  Customer response

  04/18/2022

  Complaint: 16987771
  
  I am rejecting this response because:

  the 30 day letter attached was NOT SENT TO ME or I WOULD HAVE CANCELLED WITH A FULL REFUND.. As I am requesting now.

   

   

   

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

  Business response

  04/28/2022

  Please see the attached correspondence.

*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. ↩