Delaware Life Insurance Company

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***

We are writing in response to your inquiry regarding Revdex.com file no [redacted] and the above referenced contractWe have reviewed our files and determined that on June 26, 2015, we remitted payment to [redacted] in the amount of $498.20, which represented monthly payments due her from February to June of Ms [redacted] ’s monthly payments of $began on July 1, We regret the delays that Ms [redacted] encountered, but we did not have an up todate address for Ms [redacted] , nor had we been informed of her name changeOnce contract was established, it required several written and verbal communications in order to secure accurate information and proof of identityCopies of our correspondence are enclosedWe hope this fully addressed the Bureau's concernsA follow up letter will be sent to the complainant at the Bureau’s requestIf you have any questions please contact me by mail at [redacted] or by phone or fax at the numbers above(phone extension: [redacted] )

We are writing in response to the Bureau's November 12, 2015, inquiry and November 223rd follow up correspondence regarding our processing of a claimPaperwork for this claim remains incompleteAlthough Distribution at Death forms have been submitted by the decedent's children, the children are not listed as beneficiariesThe designated beneficiary for the contract is a trustTo date, we have received a Trust Verification Form signed jointly by the appointed TrusteesHowever, the following paperwork remains outstandingForm W-for the Trust signed jointly by the appointed Trustees.Distribution at Death Option Form completed on behalf of the Trust and signed jointly by the appointed TrusteesUpon receipt of these documents in good order, we will be happy to remit payment to the Trust for the claim proceedsif you have any questions, please contact me directly by phone at [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below we only found out on Decthat we had been misguided as to proper paperwork, after waiting on hold for minutesAnother stall tactic by companyIf they had sent proper paperwork with instructions in the first place this would been resolvedNow we face tax consequences due to this company since trust must be dissolved by decand they have put us back to square oneRegards, [redacted] ***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below My Annuity contract was with [redacted] and regular directly deposited payments were scheduled for the first of each month Delaware Life took control of [redacted] around Aug and they must still honor my contract My January payment was just made today, Jan I understand payments could be delayed a day or around holidays but I do not accept the excuse being new administrative platform that Delaware Life implemented To honor my contract Delaware Life could process a wire transfer at no expense to me on those months when they cannot make the commitment from my original contract Regards, [redacted]

We have worked with the [redacted] *** and Mr [redacted] and responded with an explanation to why Mr [redacted] is receiving his payments on a different dateOn October 5, we transitioned our clients’ accounts to a new administrative platform This transition consisted of converting our in-house administrative platforms to a third party administrator, *** As of October 5th, [redacted] began providing administrative support for our contracts Under the former administrative system, monthly pension payments such as Mr [redacted] ’s were processed in advance of the 1st of the month payment dateWith the new administrative system these payments are processed on the 1st of the month payment date.If questions remain please do not hesitate to reach out to me directly [redacted] .Sincerely, [redacted] ***Customer Relations

We are writing in response to the Bureau's March 3, 2016, inquiry regarding the above referenced BBB Complaint No. [redacted] . Thank you for the opportunity to share our findings. We have reviewed the complainant's concerns and regret the inconvenience he has experienced. Our commitment to customer... service and satisfaction has always been our highest priority and remains so today. We are happy to confirm that we have made the appropriate payments to the client, and have fully addressed his concerns. However, the privacy of his personal information is very important to us, an we have, therefore, written to him directly to provide a detailed response. We hope we have addressed the matter to the Bureau's satisfaction, but, if questions remain, please contact me directly at any of the above options.

We are writing in response to the Bureau's January 11, 2016, inquiry regarding Complaint Number ***Thank you for the opportunity to share our findingsWe have reviewed Ms***'s concerns and regret the inconvenience and delay she experienced in receiving her death benefit proceedsOur
commitment to customer service and satisfaction has always been our highest priority and remains so todayThe transition of our clients accounts to a new administrative platform caused service delays such as the one Ms*** experiencedwe are pleased to report that we have fully addressed Ms***'s concernsThe privacy of Ms***'s personal information is very important to us, and we have written to her directly to provide additional detailsWe offer our apology and hope we have addressed the matter to the satisfaction of the Bureau and Ms***, but if questions remain, please contact me by email at *** attention *** *** or directly by phone at ***

We are writing in response to the Bureau's November 6, 2015, inquiry and appreciate the opportunity to share our findingsWe are pleased to confirm that the funds (408.00) were sent, via EFT, on Tuesday, November 10, Our commitment to customer service and satisfaction has always been our
highest priority and remains so todayWe recently transitioned our clients accounts to a new administrative platform, and we regret the delays that Mr*** has experienced while this validation is underwayWe hope we have addressed the matter to the satisfaction of the Department but if questions remain, please contact me by email @ [email protected], attn *** *** or at ***

We are writing in response to the bureau's December 29, 2015, inquiry regarding *** ***'s annuity contractThank you for the opportunity to share findingsWe have reviewed Mr***'s concerns and regret the inconvenience he has experiencedOur commitment to customer service and
satisfaction has always been our highest priority and remains so todayOur recent transition of our clients accounts to a new administrative platform included the implementation of new website for our clients to view their account informationYour inquiry on behalf of Mr*** alerted us to an on line discrepancy regarding account information, which we are currently addressingThe privacy of Mr***'s personal information is very important to us, and we have written to him directly to more fully address his concernsPlease contact me if any questions remain, please contact me by email at [email protected] *** *** or directly by phone at ***

We are writing in response to the Bureau's April 7, 2016, correspondence regarding the above referenced Revdex.com complaint No***Thank you for the opportunity to share our findingsSince the complaint's last communication to the Bureau, we are happy to confirm that we have resolved his payment issues and the account is in good standingThis has also been communicated directly to the complainantIf questions remain, please contact me directly at any of the above locations

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. Thank you for your time
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
,I have received my payment, but the business did not address the extreme difficulty to contact them I waited over an hour on hold with no opportunity to leave a message The contact email provided on their website is inactive I remain concerned about the inability to contact them in the future if necessary
*** ***

Our records confirm that we forwarded Ms***'s funds to her November 18, 2015, via *** tracking number ***We regret any inconvenience to Ms*** as a result of the extended hold times she experienced and hope we will have another opportunity to demonstrate our commitment to
customer service and satisfactionIf you have any questions, please contact me directly by phone at ***Thank you

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Thank you for your help in getting a reply from *** *** of Delaware LifeI have to make a'complaint to Revdex.com & able to get a reply within daysThat's awesome! Thanks again.According to *** ***, my complaint alerted them about the discrepancies on the website.That's **, nobody in Delaware Life IT deptchecking all the info on the website after the conversionon October Whoever was in-charge in the conversion process must be terminated or muchbetter be exterminated!The mess up on the conversion process make the customer service lines very busyUp to this writing, Delaware Life still not correcting the discrepancies on their websiteThat would be months nowsince the October conversion.Correct me if I am wrong *** ***, that A LOT OF DATA WERE MISSING FROM YOURCONVERSION! ....they DISAPPEAR! That's the reason up to now you were not able to reconstructyour website data for investor like me.I was able to email you documents before the conversion that's the reason you were able to verifyit against the website dataPeople I spoke at the customer service annuity dept telling me thatthey don't have any records whatsoever about the details of my investment showing each individualpayments with corresponding interest. I am losing a lot of interest base of the data you haveDelaware Life has a TSUNAMI DISASTERON THE CONVERSION.Sincerely,*** T***Regards,
*** ***

We are writing in response to the Bureau's March 3, 2016, inquiry regarding the above referenced Revdex.com Complaint No. [redacted]. Thank you for the opportunity to share our findings. We have reviewed the complainant's concerns and regret the inconvenience he has experienced. Our commitment to customer...

service and satisfaction has always been our highest priority and remains so today. We are happy to confirm that we have made the appropriate payments to the client, and have fully addressed his concerns. However, the privacy of his personal information is very important to us, an we have, therefore, written to him directly to provide a detailed response. We hope we have addressed the matter to the Bureau's satisfaction, but, if questions remain, please contact me directly at any of the above options.

We have worked with the [redacted] and Mr. [redacted] and responded with an explanation to why Mr. [redacted] is receiving his payments on a different date. On October 5, 2015 we transitioned our clients’ accounts to a new administrative platform.  This transition consisted of converting our...

in-house administrative platforms to a third party administrator, [redacted].  As of October 5th, [redacted] began providing administrative support for our contracts.  Under the former administrative system, monthly pension payments such as Mr. [redacted]’s were processed in advance of the 1st of the month payment date. With the new administrative system these payments are processed on the 1st of the month payment date.If questions remain please do not hesitate to reach out to me directly [redacted].Sincerely,[redacted]Customer Relations

We are writing in response to the Bureau's January 21, 2016, inquiry regarding the above referenced Revdex.com Complaint No. [redacted]. Thank you for the opportunity to share our findings. We have reviewed the complainant's concerns and regret the inconvenience he has experienced. Our commitment to customer...

service and satisfaction has always been our highest Priority and remains so today. We are happy to confirm that we have made the appropriate payments to the client, and have fully addressed his concerns. However, the privacy of his personal information is very important to us, and we have, therefore, written to him directly to provide a detailed response.  Please feel free to contact me if you have any questions. [redacted].

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
My Annuity contract was with [redacted] and regular directly deposited payments were scheduled for the first of each month.  Delaware Life took control of [redacted] around Aug 2013 and they must still honor my contract.  My January payment was just made today, Jan 7.  I understand payments could be delayed a day or 2 around holidays but I do not accept the excuse being new administrative platform that Delaware Life implemented.  To honor my contract Delaware Life could process a wire transfer at no expense to me on those months when they cannot make the commitment from my original contract.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
we only found out on Dec. 1 that we had been misguided as to proper paperwork, after waiting on hold for 50 minutes. Another stall tactic by company. If they had sent proper paperwork with instructions in the first place this would been resolved. Now we face tax consequences due to this company since trust must be dissolved by dec. 31 and they have put us back to square one. Regards,
[redacted]