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:07/03/2025

  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 have contacted them several times to send me 2 claims forms for 2 account, my wife is deceased. I haven't received any claims forms.

  Business Response

  Date: 07/13/2025

  July 13, 2025

  
  BBB Corporate Office
  **********************************
  Ste 100
  ****************

  
  RE: Complaint ID: ********

  
  To whom it may concern:

  We received notification of the insureds death on May 19, 2025 and claim requirements were
  mailed to the complainant on June 8, 2025, requesting a copy of the death certificate for the
  insured and a claimant's statement completed and signed by the beneficiary. A follow up for the
  claim forms were emailed to the beneficiary on July 8, 2025.

  Once the requested claim documents are received, we will be able to complete our claim review.

  Please contact us if you have any questions, or if we may be of further assistance. Our toll-free
  number is **************. Our email is **************** We are glad to be of service.

  Sincerely,

  RXS
  Senior Claims Analyst
  Claims Department

• Initial Complaint

  Date:05/12/2025

  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.

  My problem with the company that called me daily for months, until getting my business seems to now only have an automated system to speak with. The same company that allowed me to email and e-sign my contract with them, now only allows me to print, hand sign and mail my cancellation form. This company has never sent me documentation through mail of my policy purchased 3/4 weeks later, but somehow they continue to charge my account. This ********************** is a scam preying on hardworking people, with lies of a return after a year of payments they will never receive.

  Business Response

  Date: 05/13/2025

  Hello,
  
  Mrs. ******** applied for and was issued a $181,514 Level Term Life Insurance policy that was issued 2/5/25. The writing agent was ******* ******.  The original policy package was sent on 2/4/25 directly to Mrs. ******** to her address at ********************************. The policy is set up on automatic bank draft for the 5th of every month for $153 .00. Attached is a copy of the e-signed life insurance application with related forms which also provides the email address, IP address, date, and time of when your e- signature was obtained for your review. The original policy package was returned and a letter was sent to inform the writing agent. A copy of the policy was also sent to the agent to be delivered.

  Due to the issues and the nature of customer satisfaction, the policy will be canceled as Not Taken and there will be 3 premium payments refunded and sent back to the bank account on file. The last premium was that was sent to the bank was returned as Auth Revoked, so 3 premiums at $153 each is $459 total. Please allow 3-5 business days for the funds to be available. A letter will be sent confirming the cancelation. 

• Initial Complaint

  Date:04/24/2025

  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 start the Policy With Occidental Life Insurance was November 2022, the Agent explain me "Think of it as a passive savings plan where you set aside a certain amount of money each month, which you can adjust as long as its at least $5 per month. The catch is that you cant withdraw any money until after two years. Once those two years have passed, youll be able to take your money outeither all at once or in partsand you can cancel the policy if you want to. After this, I had been paying $200 per month for 2 years and 5 months, and when I called to cancel my policy and withdraw my money, they told me I had only accumulated around $1,800. I was shocked because no one ever explained that the policy would deduct nearly 70% of the money I had invested. I called the company, and they told me, 'You need to call the agent', his name is ******** ****** *****. I tried calling him, but he didn't answer. I was saving this money to buy my first car. So, for me, the solution would be to cancel my policy and return a fair amount. I dont expect all the money, but a good percentage would be acceptable.

  Business Response

  Date: 04/28/2025

  Hello,
  
  Mr. ******* applied for and was issued a $134, 793 Financial Lifeline modified Whole Life Insurance policy that included an Annuity Rider and was issued 11/2/22. The writing agent was ******** ******.  The original policy package was sent on 11/2/22 directly to Mr. ******* to his address at ******************************************************************** *************** *****. The policy is set up on automatic draft from your card for the 2nd of every month for $200.00. During the first year, the full amount was applied to the life insurance premium. The Annuity payments did not begin until November of 2023. At that time, the amount of $102.50 is applied to the life insurance and $97.50 is added to the Annuity balance. Attached is a copy of the signed life insurance application for your review. I have also attached the last Annual Statement, (as one goes out every year) that was mailed November of 2024.
  

  If you wish to cancel, I have attached a needed Cancelation Request Form the owner will need to complete, sign and date. We regret your decision to cancel your policy as it provides valuable protection and security.
  
  You will need to include your policy number or your social security number so that your policy can be located. The form can then be faxed to our office at **************, scanned and sent through the email address *********** which is also listed on the form,  or mailed to PO Box 2549, Waco, *******; 76702-2549.  
  
  Please be advised that you may also be able to access this form by logging on to our website at ******************************. Upon receiving all of the required information, your policy will be cancelled, and a confirmation letter will be mailed to the address you provided. 

  
  

  Customer Answer

  Date: 04/28/2025

  Complaint: 23243836
  
  I am rejecting this response because:

  Good morning, clearly you did not understand the message, Agent ******** did not sell me the life insurance in the way that you are proposing, he sold it to me in the following way "You are going to pay an amount per month, which you can change from 5 dollars to X amount, you cannot cancel it during the first two years, after the first two years you can withdraw your money, you can have your money sent to you monthly or you can have it sent to you all at once and cancel the policy." So it was never communicated to me that in the first two months I was basically going to give away the "investment" that I was making, nor did he tell me that after that the company was going to keep more than 50% of the money that I was going to be accumulating.
  
  Regards,
  
  ****** *******

  Business Response

  Date: 04/28/2025

  Mr. ******* was mailed the policy print for review to determine during the Freelook period if he would like to continue with the policy. An annual statement was sent on 11/2/23 and another on 11/3/24 which outlines any available funds for withdrawal. No correspondence was received from Mr. ******* in regards to the statements or policy that was sent out. On 4/21/25, we received a call from the agent to inquire what the Surrender Value would be if Policy owner canceled, which was advised that the ************ balance would be the surrender value. No other communication with policy owner or agent since then. 
  
  Again, if you wish to cancel, please complete the form that was included with the last response. 
  
  

  Customer Answer

  Date: 04/28/2025

  Complaint: 23243836
  
  I am rejecting this response because:
  
  Hello, the truth is I was not able to review those "Emails" that you allegedly sent me, for the simple reason that they entered practically all of my information incorrectly. If you look at my signature, I signed with "*******," something that your agent did not notice, and when filling out the documents, he used "*******," and therefore, my name is incorrect and my email address is also incorrect. It should be noted that I did not have access to those tax returns or to the policy document.

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

  Business Response

  Date: 04/29/2025

  Hello,
  
  The policy was issued November of 2022 and we allow 30 days for a Freelook period for determination to keep the policy or not. All correspondence as well as the policy print, was sent in the mail to the address on file: *************, ***************************************. This policy has been active and in force, and in the event something would happen, the policy is payable. Since we did not receive any correspondence from 11/2022 to now, there is no refund of premiums. We can cancel the policy when we have the completed cancelation form received. Upon cancelation, the surrender cash value will be the Annuity balance. 
  
  

  Customer Answer

  Date: 04/29/2025

  Complaint: 23243836
  
  I am rejecting this response because:
  
  They can't require me to see something I didn't receive due to their negligence. I clearly remember that the agent wrote my information himself, so the email error is mine. Regarding the address, when the agent asked me about it, I told him the following: "It's not my home address; it's where I receive my mail periodically." It's worth noting that the agent never mentioned that I had one month to cancel the policy.
  
  In short, your agent, whether out of an attempt to sell policies or due to negligence, omitted many important points about the policy, which are:
  
  - In the first year, 100% of the money is used to pay for the policy.
  
  - The policy cancellation period.
  
  - In the second year, more than 50% of the money was used to continue paying for the policy.
  
  Not to mention the information errors your agent made, which is why the proper mail didn't arrive, and for which I am requesting a refund.
  
  What's the point of taking out a policy with these conditions at 19 years old, where you'll lose 70% or more of your money?

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

  Business Response

  Date: 04/30/2025

  Hello,
  
  I understand the concerns and assure that we are here to help. However, the life insurance application was signed, which included the current address and all other information for review prior to signing. We have also sent out 2 annual statements in November of 2023 and 2024 that provided a synopsis of the value for the policy year over year. Attached, you will find the Statement of Understanding that was signed which outlines the policy in general and also provided options for the accumulation of the cash portion of the policy.  
  
  

  Customer Answer

  Date: 05/01/2025

  Complaint: 23243836
  
  I am rejecting this response because:

  Good morning, I think you're misunderstanding that I never received those tax returns because the agent entered my email incorrectly. It often happens that when you send a document to a nonexistent email address, it gives an error. I don't see the help you're trying to provide, because you're clearly assuming everything comes from the perspective of me signing a poorly worded document with my incorrect information, which your agent didn't fully explain. Not to mention, I never read the document because it wasn't delivered to me.

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

• Initial Complaint

  Date:02/20/2025

  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.

  They have been taking money out of my bank account since November of 2024.I have never heard of this company before nor do I even have a policy with them nor do they have my permission to do this.The way I found out about this is they overdrew my bank account. Bank account statement said occidental life Insurance draft.Ive called my bank and have put a block on this company my bank reimbursed me for 2/3/25 so for the last 3 mths.this company owes me$90.54 and an apology how can people get away with doing this to hard working people?everytime I call the phone#it refers me to call back at later ******** really frustrated and embrassed I did not check my bank account through. I will be from Now on.they were taking $30.18

  Business Response

  Date: 02/24/2025

  Hello,
  
  Mrs. ***** applied for and was issued a $5,000 Whole life insurance policy that was issued 11/1/2024. The writing agent was ******* ******.  The original policy package was mailed on 10/5/2024 directly to the writing agent. The policy is set up on automatic bank draft for the 1st of every month for $30.18. Attached is a copy of the e-signed life insurance application with related forms for your review.  
  
  

• Initial Complaint

  Date:02/10/2025

  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 moved and switched banks about 5-6 months ago and have tried to get a hold of Occidental Life Insurance Company in every single way I know how including getting a hold of the people who sold me the policy and there is absolutely no way to get a hold of this company! The phone number that is on the paperwork that is sent to me, nobody ever answers the phone and I have tried several times to log into my account and Ive been unable to do that. Ive googled the company and tried a few other phone numbers without success! Im now on the verge of losing my live insurance coverage and have no way of getting a hold of anyone in this company! They just keep taking the little bit of money I have built up in my policy to pay for the bill until that money is gone and my policy is canceled! Please help!Sincerely,********* *****

  Business Response

  Date: 02/12/2025

  We apologize for an inconvenience as we have experienced a higher-than-normal call volume. A representative was able to reach out to ********* The automatic premium loans will be reversed, and policy will be cancelled, and the cash value will be sent to Ms. ***** by check to the address on file.  

• Initial Complaint

  Date:12/19/2024

  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.

  This company asked for two policy cancellation letters and I sent two policy cancellation letters on 12/14/2024. They acknowledge receipt of each policy cancellation letter on 12/14/2024. They then took two autopay deductions from my checking account in the amounts of $40.13 and $17.58 and after speaking with ***** ********* of their customer service team, I have no idea when they will cancel my policies or if they will continue to deduct from my account.

  Business Response

  Date: 12/19/2024

  We do show that the cancelation forms were sent to you on 12/11, and those forms were received back on Saturday 12/14. The forms were processed on 12/18. Unfortunately, the draft on your policies had already sent to your bank on 12/16. We do show that the cancelation request is in process along with a refund of those drafts. You will get a total refund in the amount of $57.71 along with a letter confirming the cancelation.

• Initial Complaint

  Date:12/02/2024

  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 under the assumption i was send $80 a check to them to contribute to a **** *** according to the woman who came and explained what this was for. I work at the US postal service and had a woman come discuss benefits and retirement with me. I signed up for the $80 a check thinking it would help me build a retirement faster. Unfortunately, it seems I was lied to and there is not a **** ***. I sent them emails with their cancellation form but they said they were not valid. The company did not reach out to me any other way other than an email back stating they could not cancel my policy through the email. They give you no other option other than printing and mailing the cancellation form. I have been sent numerous letters stating I owe them after I cancelled the allotment going to them for payment out of my checks. They want me to pay them but they should've just cancelled my policy as requested. They eventually cancelled one of my accounts which I was under the assumption I only had one account so I assumed we were all good, they refunded me around $32 for an apparent over payment for a month. Which I was confused on and thought it was my balance being paid out. I just want to owe nothing to them and move on with my actual retirement via the ****. If they paid out my balance and closed my account without taking any of the "late" payments past August 2024.

  Business Response

  Date: 12/03/2024

  Hello,
  
  Mr.********* applied for and was issued a Modified Whole Life insurance policy and a Flex Annuity Plus that was issued 11/05/23. The writing agent was ****** ******. The original policy package was mailed on 10/3/23 directly to you at address at ******************************. The policy was set up on payroll deduction for $21.66 per month. There was a cancel request form received but it was not signed by policy owner. An email was sent back advising of the missing signature. The life insurance side benefit of the policy lapsed as of 10/16/24.
  
  Due to the issues and the nature of customer satisfaction, the policy will be canceled as of today and a check will be sent to the address on file in the amount of $205.56. A letter will also be sent to the address on file as confirmation of the cancelation.

• Initial Complaint

  Date:11/27/2024

  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 they got my bank account number and made some policy without my consent or knowledge. I noticed this last night looking at my banking statements hitting at 9/23, once In October and recently on the 22nd. They charge ******. I called them to try to get information and they provided me a policy number. I asked them how they got my information. He said he would stop the draft and mail me some paper work to get a refund.The policy number they provided me is: **********

  Business Response

  Date: 12/03/2024

  ************* applied for and was issued an Immediate Death Benefit Whole Life insurance policy that was issued 9/22/24. The writing agent was ******** Allabbah.  The original policy package was mailed on 9/9/24 to the writing agent at address at ******************************************. The policy was set up on automatic bank draft for the 22nd of every month for $113.68. There was a call made to Client Experience on 11/27, the representative went over all details of the policy. Since the cancel request came with a request for full refund and the policy is outside the freelook period, the representative sent a cancel request form, provided with details to include on the form and changed to direct bill to eliminate any further charges.
  
  Due to the issues and the nature of customer satisfaction, the policy will be canceled as Not Taken and all money will be refunded and sent back to the bank account on file. Per our policy, the last bank draft will be held for 30 days from the date of the draft due to the amount being over $75. You can send a copy of a bank statement showing the charge has cleared your bank for immediate refund of all funds. Letter will be sent to the address on file as confirmation of the cancelation.

• Initial Complaint

  Date:02/22/2024

  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.

  This company is taking money out of my account for a policy I never signed on for. I never even received paperwork in the mail about a policy. On addition I do have a policy with mutual of Omaha and this other company is using a portion of my mutual of Omaha policy they have been taking out since November. The lady aty bank said she had another customer who hasd the same thing happening.my bank gave me their phone number but that was for globe life insurance so globe life said it was them or any part of their other companies so they gave me another number for occidental. And that wasn't them either it was Sage insurance

  Business Response

  Date: 02/22/2024

  Our records indicate *************** called our office today where we explained her policy to her in detail.  Per her request, we are mailing a Lost Policy Form and a form to change the beneficiary.
  
  This is $15,000 NorthStar Legacy whole life insurance policy that was issued November 18, 2023. A recording of **************** agreeing to the policy is available and can be sent to her if she requests it.

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was with this insurance company for over 30 years. They notified me in November of 2023 and said that my insurance will increase to $164.00 monthly from $33 monthly, for a ******* policy (Term). I asked why and they said the 30 years is up, so they said December will be my last coverage for that policy. So, I told them I feel like that is too much and I will be looking around for a better price with the same amount of coverage. That is what I did, and I got insurance with their sister company for $120.00 monthly for a $******* policy. I called them on the 12th of December, 2023 and said I have coverage, don't draft my account anymore. They drafted my account on December 19, 2023 and it came right out. The agreement I had with them was $33 on the 15th of each month. I called them and asked why you drafted my account , because I never agreed to $167.00 let alone the amount that they took. I told them I am good at closing my account, so you can't draft my account again and put my money back into my account. I called weekly asking for my money and told them to send a check and they have done everything but sent me my check. I had to fill out a closing my account form, they sent me my tax paper, they email me another close my account form, and a letter that states they will be drafting my account on the 15th of January ****.

  Business Response

  Date: 01/22/2024

  The policy has been cancelled as of December 15, 2023.  A refund of $172.35 has been sent directly to your bank account and should be in your account by Tuesday.  There will be no further drafts to your bank account.

  Customer Answer

  Date: 01/22/2024

  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. Yes, it is in my bank account. That is good enough for me.
  
  Regards,
  
  ****************************************