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Complaint Details
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Initial Complaint
02/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I submitted paperwork via email for a death claim benefit for my loved one, the insured, on 1/25/22. I received a confirmation email back from the claims department at Western & Southern Life acknowledging they received the paperwork and would review the claim. Approximately 1 week later, I spoke with a representative from the company to inquire about the check due to me. The representative verified my information and confirmed the beneficiary then stated they were behind by 3 weeks on processing claims and stated it should be about another 7 days. I did not receive anything. I contacted the company again either 2/15/22 or 2/16/22. I spoke with *********. She verified my information, she stated they had records of me speaking with someone previously, they were behind on processing claims, she checked with the claims dept. and they pushed me to the top for processing. She added, they could mail something by Friday or Monday of the following week. She also stated she would follow up with me the next day. She did not. On 2/27/22, I received a letter from Western & Southern Life, dated 2/20/22 stating they may be waiting to receive items required to process this claim. The letter also stated, if I have submitted all items, your claim is being reviewed and is receiving prompt attention. I submitted the necessary information when the claim application was sent. I was not informed about any missing documentation. THIS COMPANY DOES NOT WANT TO PAY MONEY DUE FROM THE LIFE INSURANCE POLICY. THIS IS AWFUL AND THEY SHOULD BE HELD ACCOUNTABLE.
Business response
03/01/2022
Western & Southern Financial Group appreciates our clients and works very hard to serve their needs. Our claims department has worked tirelessly to complete processing in a timely manner. Due to higher volumes, our processing times have been slightly delayed. We are working as hard as we can, as we know that families are depending on us to complete the claims in a timely, efficient manner. We are required to send an update on claims every 30 days if the claim is not paid out. The letters are general letters advising clients that their claims are still being reviewed. We sincerely apologize to Ms. ****** ******* for the delay, and want to let her know that her check has been mailed. We offer our condolences and thank Ms. ******* again for trusting us.Customer response
03/04/2022
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.
Regards,
G***** *******Initial Complaint
02/26/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
PLEASE FURNISH ALL POLICIES AND ANNUNITIES TO US SEE ATTACHED DECBusiness response
03/01/2022
We are committed to assisting ******. **** and ******* ***** with their request. The request may be forwarded to us for review and a response will be provided. They may fax their Executorship Paperwork to our Customer Service Department at ************, Attn: Client Relationship Center. We ask them to please be sure to include their specific request. Unfortunately, we are not permitted to release this information via email due to privacy laws.Customer response
03/01/2022
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.
Regards,
**** And Anthony *****, Executors Estate Of E**** And ****** * *****Initial Complaint
01/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Complaint involves insufficient communication and inability to access and manage two *** college fund accounts. I started calling Western & Southern Life Insurance Company in September 2021 about a draft in my checking account related to grandchildren’s *** college accounts that were set up in September 2020. I found out that my agent had left the company and that a replacement agent had not been identified. I was told someone would return my call to answer my questions and to provide instructions on how to send money to the two *** accounts. I spoke to the manager of the local W&S office in ******* **, Ryan ******. I expressed my issues and asked 5 questions that I needed help with. Mr. ****** said he would call back. I called back on 10/25/21 and 11/5/21 since I did not hear back from Mr. ****** and had to leave voicemails for both. I had to call back on 11/22/21 since I did not hear back from anyone. I spoke to Dianne and described the questions/issues I had. She took message for Mr. ******. He called me back without much more information than discussed in September 2021. He told me to use his personal number to call back if he, or the new agent did not call back. I called back on 11/23/21 and left another message for Mr. ******. I called back on 12/13/21 and then on 1/12/22 to reach Mr. ****** and have still not heard back from him, or a new agent assigned to my accounts. Mr. ****** told me each time that I would hear from him or a new agent and I have yet to have any contact. I have been reaching out to the ******* ** office and to Ryan ****** for more than 3 months and I am no more informed than I was in September 2021. I am being denied access to my investment accounts for managing the investments and to add to them for my grandchildren. I filed a complaint with the ***** ******** Insurance Commissioner today looking for help to have access to my insurance policies and to manage my investment accounts.Business response
07/07/2022
We apologize for any inconveniences experienced by our policyholder’s as we are aware that access to their investment products are a critical part of their financial planning. Due to the complaint, this was escalated as high priority and forwarded to our brokerage department in which *** **** was assigned a new financial representative to assist with all accounts with our Company. *** **** has gained access as requested and follow ups have been completed by her newly assigned agent.
Should she have any questions or concerns, she is encouraged to contact her financial representative directly for assistance.
Thank you.
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Get a QuoteCustomer Complaints Summary
36 total complaints in the last 3 years.
16 complaints closed in the last 12 months.