ComplaintsforFidelity Security Life Insurance Company

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was unable to work as of November 15,2021, due to a lesion on my spinal cord. I had surgery on January 21, 2022 and was discharged from ****** ******** ************** ******** on March 01, 2022. I have an "Income Protection Policy with FSI. I initially filed a claim on Jan. 10,2022, at which time I mistakenly put the incorrect employer (**********); however, this information was corrected on March 11, 2022. During a June telephone conversation with ******* *****, Disability Claims Examiner II the dates of unemployment as well as the employer (Staff Care) were discussed and clarified. The case file was closed on Sept. 15, 2022 due to pay stubs not being received for the dates of March 29, 2021 - May 14, 2021. The dates of concern should have been Sept.01 - Nov. 30, 2021. My last day worked was Nov. 15, 2021. I filed an appeals letter on Sept.19, 2022. I received a letter of receipt of my appeal letter dated Sept. 21, 2022. As of today after contacting FSI and speaking to ****** in Customer Service, my appeal is still being resolved. I made FSI aware of the urgency of this matter. I have not been able to work since Nov. 15, 2021. My wife and I purchased this policy approximately 25 years ago with a sense of security that if we were sidelined due to illness or injury, we would have some sort of financial security. We have been dealing with this issue for close to a year. That is grossly unjust and unfair.

  Business response

  10/31/2022

  Fidelity Security Life Insurance Company (“FSL”) is in receipt of the complaint submitted on October
  19, 2022, regarding a recent claim for disability benefits. The insured was issued a Certificate of
  Coverage under policy ******, a Group Disability Income Policy underwritten by FSL.
  
  The insured asserts his claim was closed on September 15, 2022, due to FSL focusing on inaccurate
  dates on which to verify his employment. FSL received the insured’s appeal letter dated September
  19, 2022, and has reviewed his claim. In an effort to resolve this matter, FSL has contacted the
  insured’s employer, whom he worked for immediately prior to the onset of his disability, to obtain an
  Employment Statement and has written a letter directly to the insured outlining exactly what is
  needed in order to move forward with the claim adjudication. Once FSL has all the required
  information, it will move forward with processing the claim in accordance with the terms, provisions,
  limitations, and exclusions of the Policy/Certificate. FSL will continue to work with the Insured to
  obtain the necessary documentation for claim adjudication.
  
  We trust this satisfactorily addresses the issues presented by the member. If you have additional
  questions or concerns, please feel free to contact our office.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have had AARP/My Vision Care provided by *** *** ****** **** since 07/07/20, and, Fidelity Security Life Insurance Company **** ******** ****** ***** ******** ********* is the underwriter for this company. On 03/14/22 I went to ******* **** ******* *** ********** in Fort Worth, Texas because they accept my vision insurance. I ordered my glasses and went back on 03/25/22 to cancel my order. I was refunded the amount charged on my credit card. The staff person that was working with me stated if I change my mind to contact my insurance so they can reinstate my benefits since I did not use it. On 04/12/22 I called *** *** ****** **** to inquire as to if they have reinstated my benefits. I spoke to automation the first two times, and then when I called back I reached a human being I was passed around and given three different numbers to call. The numbers I called were not helpful, the numbers I called as follows *************** ** *************** ** **************. On 04/13/22 I called *** ********* **** ** **************, it was automation I called three times and a message stating there are no live representatives and to call back later. I called ****** ****** **** again and still not able to speak to anyone I was only able to chat with ****** *. I explained the situation to her about my benefits being reinstated she referred me to call ************** *** ** *** *** I did do what she said, and reached ******* ********* **********. I told the person that answered I was trying to reach the claims department she stated I would need to call the number back. I have had enough at this point I asked her how to cancel this insurance she stated they would send a email and I needed to respond to it. I did confirm I wanted to cancel this insurance because there were not trying to assist me. It was hours later they canceled the policy. Now I have no glasses and was told my benefits would be terminated as of 04/30/22, still no mention that my benefits were reinstated.

  Business response

  04/27/2022

  Please see attached response. 

  This is in response to your letter dated February 14, 2022. The member submitted a complaint associated with their
  vision insurance benefits through ****** ****** ****, LLC. The member’s eye care plan obtained through E***** ****** ***** *** is a limited benefit individual vision policy. This policy is underwritten by ******** ******** **** ********* ******* *******. Certain administrative services are provided by First ******** ************** *** ****************, an affiliate of *****, collectively hereinafter "******".
  
  On March 16, 2022, ****** received a claim submission for standard lens and frame purchased by the member
  from an in-network provider on March 14, 2022. On March 18, 2022, ****** received a claim submission for
  progressive lens and frame purchased by the member from the same in-network provider on March 16, 2022. The
  claims were processed accordingly, and Explanations of Benefits (“EOBs”) were provided to the member.
  
  From April 12, 2022, through April 14, 2022, the member had several communications with ****** via phone calls,
  chats and emails regarding the above claims. The member indicated the orders for frames and lenses processed
  under the above claims had been cancelled. On April 14, 2022, ****** verified with the provider that the member
  had not received the materials for which the above claims had been filed, and both claims were voided. Although
  the member states in the complaint that benefits were not reinstated, on April 14, 2022, the member was informed
  during a call with ****** that the benefits were reinstated, and that same day the member purchased frames and
  lenses using her vision benefits. On April 21, 2022, ****** processed the claim, and an EOB was provided to the
  member.
  
  Per the member's request, coverage was cancelled effective April 30, 2022.
  
  We trust this satisfactorily addresses the issues presented by the member. If you have additional questions or
  concerns, please feel free to contact our office.
  

  
  

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