5 Star Life Insurance Company Inc

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

February 20,
Dear ***:
Thank you for your electronic letter forwarding a complaint registered with the Bureau on February 8, by Complainant, *** *** ***
BACKGROUND:
• On September 7,
2013, *** *** completed and signed an Individual Silver Premier Whole Life Application for life insurance coverage carrying a face value of $5,His monthly premiums were assessed at $No premium payment accompanied the applicationPlease refer to Tab “A."
• On September 13, 2013, life insurance coverage on the life of the Complainant was approved and issued with an effective date of November 5, A copy of the issue documents is provided at Tab "B."
• Account Statements were provided to the Complainant during the period December 5, to April 5, Please refer to Tab "C."
• On February 4, 2014, Star Life Insurance Company informed *** that coverage on his life had lapsed due to non-receipt of premiums dueA copy of the letter is at Tab "D."
Our electronic policy administration system does not confirm interactions with *** occurred during the period coverage was in good standing up to and including when the lapse notification was sent to him on February 4,
Star Life Insurance Company continued to send *** reminders that premiums were due giving him the opportunity to regain his valuable life insurance coverageThe final Account Statement was dated February 3, Star Life had not been in receipt of premiums due since date of issue
In the Complainant's letter, he stated the purchase price as $and the disputed amount was $These numbers are not representative of the enclosed Account Statements
In conclusion, there is no outstanding balance owedCoverage lapsed
If additional information is required, please feel free to contact me at [*** *** or via e-mail at ***Our hours of operation are Monday through Friday/6:a.mto 5:p.m., E.S.T
Respectfully submitted

March 5,
Dear ***:
As a follow up to our telephone conversation on March 4, 2014, this letter serves as confirmation of my findings
*** *** referred to Account Number *** in his complaint and recorded his physical address as ***
*** *** *** *** *** *** *** does not have life insurance coverage with Star Life Insurance CompanyIn fact, he is the writing producer for the policy owner *** ***
My response dated February 20, was relative to the correct owner
If additional information is required, please do not hesitate to contact me
Respectfully submitted,

July 29, Dear *** ***:Thank you for your July 21, correspondence, including the complaint filed with the Department on July 16, by the insured, *** *** ** ***Your correspondence was stamped received at Star Life Insurance Company ("Star Life") on July 22,
2014.BACKGROUND• On December 31, 2013, *** *** completed and signed the Individual Silver Premier Whole Life Application for life insurance coverage carrying a face value of $11,His monthly premiums were assessed at $83.12.• On December 31, 2013, *** *** completed and signed the 5Star Life *** Authorization Form authorizing Star Life to debit his checking account at *** *** Bank on the 3rd of each monthThe debit was purposed to pay monthly premiums in the amount of $83.12.• On January 8, 2014, Star Life issued life insurance coverage to *** *** with an effective date of February 3, 2014.• On January 14, 2014, *** *** dated, signed, and returned the Delivery Receipt confirming he had received the issue documents.• On June 12, 2014, *** *** submitted a written request for Star Life to terminate coverage on his lifeHe also requested reimbursement of all premiums submitted and applied to his account.• On June 17, 2014, *** *** wrote: “....I had recently wanted to cancel that policy but after conversing with my agent have found that I would like to keep it in effect.”• On June 19, 2014, Star Life informed *** *** coverage on his life was reinstated effective June 16, 2014.• On July 10, 2014, Star Life received written instructions to terminate his coverage and reimburse all premiums paid.• On July 18, 2014, Star Life informed *** *** coverage on his life was terminated effective July 3, 2014.*** ***'s prior initial termination did not indicate the agent had instructed him to falsify his responses to the Statement of Health questionsRather, *** *** requested his coverage be reinstated based upon a conversation and/or recommendation from his writing agent.*** *** alleged the writing agent instructed him to respond “No” to those health questions even if the answer was "Yes." During a recorded telephone interview, our medical underwriter, ***, confirmed with *** *** that the answers to the Statement of Health questions were correctHe responded "Yes." *** *** attested when he affixed his signature to the application that "The above representations are true TO THE BEST OF MY KNOWLEDGE AND BELIEF.”Star Life relies on the honesty of the applicantHad Star Life known at the time the application was completed *** *** had major health issues, coverage would not have been approved.All funds due *** *** have been reimbursed.Provided is an electronic generated Payment History of *** ** ***'s accountStar Life issued a reimbursement check of $on June 16, Our records indicate no additional premiums were deducted from *** ***'s bankor no additional premiums were applied to his policy account.The application was signed in the city of *** and issued in the state of North Carolina.If additional information is required, please do not hesitate to contact me.Respegoully submitted,Mildred *H***, MSLSDirector, Compliance

Revdex.com:
The spreadsheets provided by *** do not accurately reflect what we have actually paid over the course of doing business with them However, we have reviewed the response made by the business in reference to complaint ID *** and find that this resolution of an "even wash" is satisfactory to us We also request confirmation of the rates we have chosen to lock in
Regards,
*** ***

December 11, Dear *** ***:Thank you for your electronic mail dated December 3, in which you forwarded a complaint submitted by the beneficiary of the decedent, *** *** ***In *** ***'s complaint, she alleges she was misinformed about the status of the
decedents, *** ***, life insurance coverage.BACKGROUND
• On August 23, 2014, *** *** completed and signed an Individual Silver Premier Whole Life Application for life insurance coverage in the amount of $15,The monthly premiums were assessed at $A copy of the application is provided at Tab "A."
• On August 23, 2014, *** *** completed and signed the ***/5Star Life Credit Card Authorization Form authorizing Star Life Insurance Company to debit his credit card on the 20th of each month beginning September 20, A copy of the Authorization Form is provided at Tab "B."
On September 4, 2014, *** *** was issued coverage on his life with an effective date of September 20, A copy of the issue documents is provided at Tab “C.”
On September 20, 2014, Star Life Insurance Company informed *** *** that his first credit card premium payment had been declined by his financial institutionAs a result, his payment mode was changed to monthly direct billingA copy of the correspondence is provided at Tab "D."
On September 20, 2014, Star Life Insurance Company issued *** *** a Life Insurance Account Statement for the period September through November 20, Premiums due totaled $A copy of the Statement is provided at Tab “E.”
On October 5, 2014, Star Life Insurance Company issued *** *** a Life Insurance Account Statement alerting the insured his life insurance account was past due in the amount of $A copy of the Statement is provided at Tab "F."
On October 21, 2014, Star Life Insurance Company issued *** *** a Life Insurance Account Statement alerting the insured his life insurance account was past due for the period November 20, through December 20, in the amount of $133,A copy of the Statement is provided at Tab "G."
On November 4, 2014, Star Life Insurance Company issued *** *** a Life Insurance Account Statement alerting the insured his life insurance account was past dueThe amount owed was $A copy of the Statement is provided at Tab “H.”On November 10, 2014, Star Life Insurance Company incurred a contestable claim reported by his sister and beneficiary, *** ***A copy of the Report of Death form is provided at Tab “I."
On November 10, 2014, Star Life Insurance Company's Claims Department informed *** *** her brother carried a $15,life insurance policyThe Claims Department provided the required forms to be completed by the beneficiary of record and, in addition, requested an original Certificate of DeathA copy of the correspondence is provided at Tab “J.”
• On November 20, 2014, the Policy Accounting System automatically generated notification to the insured that coverage on his life was terminated, effective September 20, due to non-payment of premiumsA copy of the correspondence is provided at Tab "K."
• On November 21, 2014, Star Life Insurance Company received and accepted a credit card payment, via telephone, in the amount of $44,The Policy Accounting System automatically generated confirmation of the premium paymentA copy of the correspondence is provided at Tab "L."
???
One premium payment was debited from *** ***'s credit card and, on the same date, reversed*** *** received numerous Payment Statements from Star Life Insurance Company advising him that premiums were dueNo premium payments were received and applied to the accountAn electronic copy of *** ***'s payment history from September through December 11, is provided at Tab “M."
The complainant contacted Star Life Insurance Company on November 21, 2014, after the death of the insured, to determine the status of *** ***'s account and to make a premium payment on his behalfIt is conceivable that the Policy Accounting System had not updated or the customer service representative misinterpreted the screen and accepted payment on a policy that had lapsedThe policy was days delinquentPer the language of the life insurance contract,
“PREMIUMSPremiums shall be made to Us at our administrative officePremiums as of the Date of Issue are shown in the Policy SpecificationsThey are scheduled to be paid on the first day of their payment interval.”
"GRACE PERIODAny premium, other than the first, not paid when due may, prior to the Maturity Date as shown on your Policy Specifications document, be paid within a grace period of days after its due date if premiums have been paid to that due dateThe policy will continue in full force during that period."
"If the Insured dies while this policy is in full force, we will refund or charge premiums to effect payment to the end of the policy month in which the Insured diesWe will pay any refund to you if you are not the Insured: otherwise, we will pay it to the BeneficiaryWe will deduct any charge from any proceeds."
The premium payment made by *** *** on November 21, was reimbursed*** *** states in her complaint that "I have documentation to dispute their claimTo this date I have not received any notice of cancellation." Star Life Insurance Company encourages *** *** to submit any additional information for reviewThe notice of cancellation was mailed to the address of the owner, *** ***Star Life Insurance Company is still awaiting the documents requested to process the claimUntil all the required documents are received and reviewed, the claim remains openThe facts dictate coverage lapsed on date of issue for non-payment of premiumsAt the time death was reported, death cannot be confirmed as the Certificate of Death has not been provided, coverage was not in forceIf additional information is required, please feel free to contact me.Sincerely Yours,
Mildred HMSLS
Director, Compliance

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I was there when the insurance agent arrived at my dad's home. I witnessed my dad smoking at that time. The agent is lying. My dad relayed this story to me in PRAISE of the agent for trying to get him a good deal -- not to tarnish him. My dad had no reason to lie. He is of a time when good business could be done on a handshake. I would also bet anything I own that he has give people "good deals" before -- not just my dad. His cases should be reviewed. I'm sure the company is basically legit -- but for the crooks they have working for them who could ruin them. This is not acceptable treatment of the elderly NOR the veterans - my dad is both. I'm wondering that if the agent's dad were treated this way and then called a liar and threatened 'fine and/or imprisonment' , how would he react and what recourse would he take?
Regards,
*** ***

Do not do business with these people they are inept they cant get policies written correctly then they try to ask for bank account numbers for automatic withdrawal when all they need is the router numbers they screw up automatic bill payments then wait until the policy is over due until they contact you they are a very shady company they sent me a policy with over 20 mistakes including misspelling my name never even after requesting corrections did they w n me the amended copy I canceled my policy after three months live and learn if it sounds to good to be true it probably is go with a well name company stay away from companies like. This !!!@

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Claims papers were mailed and was told verbally by your company they had been received (attached).  Also a letter claiming that the policy was terminated was not mailed until December.  see attached.   I did receive a letter with the return check.  the check was made out to my brother.  I am returning the check and  asked that the company resend the check in my name since I made the payment.  They have responded and is waiting on me to return the check.
If this policy is not in effect that is ok.  My problem,  is why would it take so long for the company to know this.  It actually took submitting the claim to find this out.  I had spoke with them several times during the process and was told the policy was active.  From September to December is to long to know this.  This was time consuming, and stressful to deal with during this time.   The last bill of did not mention anything about a policy lapse.  It seems to me that company would have accepted the payment and kept the policy enforced if the deceased was still alive.  They continue to try to collect on a policy that they say was terminated back in September 2014.  If my brother was still alive, would the payment had been accepted and would the policy be active.
Regards,
[redacted]

April 4, 2014
Dear **. [redacted]:Thank you for the March 31, 2014 electronic correspondence forwarding the February 19, 2014 complaint filed with the Bureau by the daughter of the insured, **. [redacted].**. [redacted] and **. [redacted] submitted a complaint letter dated...

February 4, 2014 to 5 Star Life Insurance Company's ("5 Star Life"] President, [redacted], alleging that the writing agent, [redacted], knowingly completed the life insurance application falsely and misrepresented premium rates presented to the applicant. A copy of the complaint letter is provided at Tab “A."5 Star Life responded to the complaint on February 11, 2014. [Note: The date on page 1 of the response is incorrect. It should reflect the date on page 2 --February 11, 2014.] The response was supported by the agent statement provided by **. [redacted] dated February 10, 2014. A copy of the response and agent statement is provided at Tab "B.”**. [redacted], by contract language, had 30 days from date of issue to terminate his coverage. At that time, all premiums received and applied to his account would have been reimbursed. Had he expired during this period, 5 Star Life would have honored the claim, providing the claim was valid.5 Star Life stands on its decision no premium reimbursements are owed.If you have any questions, please feel free to contact me at [703] 706-5975 or via e-mail at [redacted]. Our hours of operation are Monday through Friday, 8:30 a.m. to 5:30p.m., E.D.S.T.Respectfully submitted,

May 6, 2014
Dear [redacted]:Thank you for your correspondence forwarding a complaint filed with the Bureau on April , 2014. 5 Star Life Insurance Company (5 Star Life) received the complaint on May 2, 2014.BACKGROUND:• On June , 2006, SPC [redacted], **. applied for life...

insurance coverage on his life carrying a face amount of $250,000. His monthly contributions were assessed at $16.00 payable by a monthly allotment.• On August , 2006, 5 Star Life informed SPC [redacted], **. that his Better Alternative Group Level Term life insurance was approved.• On August 14, 2006, SPC [redacted] confirmed he had received the life insurance contract by affixing his signature on the Delivery Receipt.• On June , 2007, SPC [redacted] was informed life insurance coverage on his life was terminated effective October 31, 2006 for non-receipt of payment.• On January , 2014, in compliance with unclaimed property laws, SPC [redacted] was informed that 5 Star Life had mailed to the address of record a disbursement check in the amount of $256.00. 5 Star Life requested he confirm his address, provide a change of address, and return the form for processing. Our records indicate no response was received from the Complainant.• On March 31, 2014, 5 Star Life mailed a check in the amount of $260.00 to the address of record – [redacted]. The date of the check was March 31, 2014 and the check number was [redacted].Our records indicate that SPC [redacted] called on January , 2014 to inquire if the address on file was correct. Our record also shows that SPC [redacted] and his spouse called on March 5 and 19 and again on April 15, 2014 to determine the status of the reimbursement.The Accounting Department contacted our bank regarding the status of check number [redacted]. It was confirmed the check was presented to a financial institution and honored on April 22, 2014.If additional information is required, please do not hesitate to contact me.

December 18, 2014
Dear [redacted]:
Thank you for your electronic mail dated December 18, 2014 in which you forwarded the Complainant's rejection to the response dated December 11, 2014.
As stated in the December 11, 2014 correspondence, 5 Star Life Insurance Company responded to the report of death by [redacted] and forwarded to her the documents required to be completed and returned by the beneficiary of record before the claim process could begin. These materials were dated November 10, 2014. The termination letter was generated by the system on November 20, 2014. This date is relative to the effective date of coverage. Because coverage was issued on the 20th of November, the date the insured is notified is driven by the effective date of coverage. Not because a claim was filed.
5 Star Life Insurance Company refunded the premiums submitted on November 21, 2014, after the death of the insured, made payable to Kevin Cotton because our system had not been updated to reflect a claim had been filed. To Speed up the process, 5 Star Life Insurance Company requested the check be returned so that it could be reissued in her name as the beneficiary. Since it has not been returned as requested, a stop payment has been placed on the initial check. 5 Star Life Insurance Company will reissue the check in 31 days.
Submitting the claim did not alert 5 Star Life Insurance Company that the coverage had lapsed due to nonpayment. After 60 days delinquent, the Policy Accounting System automatically generates a termination letter as it did on November 20, 2014. The contract stipulates the applicant has 31 days during the grace period to submit premiums. 5 Star Life Insurance Company allowed [redacted] 30 additional days of coverage before termination. At that time, the status of [redacted]'s coverage reflected as active in the system.
Once the claim was opened by 5 Star Life Insurance Company's Claims Department, the deficient premiums received were returned. To fully reinstate coverage, [redacted] would have needed to submit $133.77; not $44,59.
The last Bill Statement did not refer to lapse but it did state specifically the amount "past due." There was no continued collection of premiums on this policy. The only premium payment received was $44,59. The question raised by the Complainant is "....If my brother was still alive, would the payment had been accepted and would the policy be active." The answer is no. The termination letter was dated November 20, 2014 with an effective date of September 20, 2014. If [redacted] had called in to reinstate his life insurance coverage, the total amount due would have been required via credit card. He would have also been instructed that any payments after reinstatement would only be accepted by automatic debit from a financial institution or via a recurring credit card.
If additional information is required, please do not hesitate to contact me.Sincerely Yours,Mildred H. MSLSDirector, Compliance

August 15, 2014Dear [redacted]:Thank you for your correspondence dated August 7, 2014, in complaint registered with the Bureau on August 4, 2013 by the above Complainant – [redacted].
Per the Group Level Term Certificate language, “The rights and privileges of the...

insurance belong to the Owner during the Insured's lifetime. The Insured is the Owner unless a different Owner is named by you.  If the Owner dies before the Insured, the rights and privileges of ownership will vest in the executors, administrators or assignees of the Owner....."The requirements explained to the Complainant by 5 Star Life Insurance Company's Customer Service Representative was, in fact, factual. The fact [redacted] was the official payor of the contributions since 1997 does not give him ownership; thus, he cannot terminate the coverage.
[redacted] must submit the termination request in writing.  Upon receipt and and review, the request will be honored.
Respectfully submitted,

August 4, 2015
Dear [redacted]:
Thank you for the electronic file in which you provided a complaint filed by the daughter of the decedent - [redacted] alleges 5 Star Life Insurance Company claims her mother, [redacted], had heart disease and...

COPD.BACKGROUND:• On June 11, 2013, [redacted] completed, dated, and signed an Individual Silver Premier Whole Life Application carrying a face value of $5,000.00. Her spouse, [redacted]., was the payor. The beneficiary designations were: [redacted]. (Primary) and [redacted] (Secondary). A copy of the application is provided at Tab "A."
• On June 14, 2013, 5 Star Life Insurance Company informed [redacted] life insurance coverage on her life was approved and issued, effective June 13, 2013. Acopy of the issue documents is provided at Tab "B."
• On May 13, 2015, 5 Star Life Insurance Company was advised by the spouse, [redacted]., that [redacted] had expired. A copy of the Report of Death is provided at Tab "C."
On May 13, 2015, 5 Star Life Insurance Company advised [redacted] that, at the time of death, [redacted] had an active $5,000.00 Individual Silver Premiere Whole Policy in force. He was also advised that since his wife died within the two-year contestability period, the claim would be under investigation. In addition, enclosed were forms [redacted] needed to complete, date, sign, and return before the claims process could begin. A copy of the correspondence is provided at Tab "D."
On June 4, 2015, [redacted], Esq., [redacted] Law in Pottsville, Pennsylvania, returned the completed, dated, and signed claims forms. A copy ofthe forms is provided at Tab "E."
On July 15,2015, 5 Star Life Insurance Company advised [redacted], Esq. that his client's death claim was denied based upon her medical history. A copy of the correspondence is provided at Tab "F."
MEDICAL HISTORY:• On January 28, 2009, [redacted], D.O., wrote in his records: "ASSESSMENT: anxiety, depression, COPD."
• On February 18, 2010, [redacted], D.O., wrote in his records "pt here for lab/EKG results. No complaints." "ASSESSMENTS: depression, anxiety..."
• On April 26, 2010, [redacted], D.O., wrote in his records:
"ASSESSMENT: COPD, neoplasm of chest...."
• On May 28, 2010, [redacted], M.D., Pottsville [redacted], Inc., recorded in his Echocardiography Report:
"IMPRESSION:
"1. Normal left ventricular size and systolic function with an ejection fraction of about 60%.
 "2. Regional wall motion abnormality suspicious for coronary artery disease.
"3. Presence of Moderate Mitral Valve Calcification involving the tips.
"4. Mild mitral and tricuspid regurgitation.
"5. E/A reversal consistent with diastolic dysfunction."6. No evidence of pulmonary hypertension.
"7. No previous echo available for comparison.
"8. Will suggest repeat echocardiogram after 1 year to reevaluate degree of left ventricular diastolic dysfunction.
"9. Echocardiogram was performed at the office of [redacted], D.O."
On March-12, 2012, [redacted], MD, Pottsville Internists Associates, Inc., wrote in his Echocardiography Report:
"IMPRESSION:
"1. Normal left ventricular size and systolic function with an ejection fraction of about 60%.
"2. Regional wall motion abnormality.
"3. Moderate mitral and tricuspid regurgitation.
"4. Tissue Doppler study is consistent with LV diastolic dysfunction.
"5. Compared to previous echo report dated 05/28/10, the degree of mitral and tricuspid regurgitation is worse.
"6. Will suggest repeat echocardiogram after about 1 year to reevaluate above-mentioned findings.
"7. Echocardiogram was performed at the officeof [redacted], D.O."
On March 30, 2015, [redacted], M.D., P.C., Pottsville [redacted] Clinic,wrote: "ChiefComplaint Non Small Cell Right Lunt Cancer with mets" "[redacted] was seen in the office for an adenocarcinoma of the lung, stage IV disease. As you know, she is a most pleasant 52-year-old [redacted] female, who noticed a lump on the right side of the skull in December 2014. In January 2015, she started to have some headaches around that area, which were dull. The patient also had decreased appetite and lost about 20 pounds of weight. She has been one pack per day smoker for about 40 years and underwent MRI scan of the brain, which showed a 4 cm expansile lesion in the parietoccipital skull above and behind the right ear...." "Past Medical History "Neoplasm of lung (disorder) "COPD "Hyperlipidemia "Hypertension "Lung cancer."Per the language of the Individual Silver Premier Whole Life Policy, it states:
"INCONTESTABILITY "We rely on the statements made in the Application for this policy. We also rely on statements made in any subsequent request for a change of this policy. Such statements are deemed representations and not warranties. In addition to the other reasons permitted by law, we can contest the validity of this policy or any reinstatement of this policy, if:
a) Any material misrepresentation of fact is made in the Application or subsequent request for a change to this policy that is material to the risk accepted by the Company; and
b) A copy of that Application or subsequent request for a change is attached to this policy when issued or delivered or is later made a part of this policy. We will not contest the validity of this policy after it has been in full force, during the insured's life, for 2 years from the Effective Date of Issue. With respect to any reinstatement of this policy, we will not contest the validity of the change or reinstatement after this policy has been in effect, during the Insured's life, for 2 years. However, we can always contest the validity of this policy for the non payment of any premium due."
Based upon a long history of COPD, cancer, heart disease, and other health matters, dating back to 2008 and up to and until her death, [redacted] was not insurable. The Complainant noted "That is completely false. My mother was not diagnosed with any condition until 3/2015 when we found out that she had Stage 4 lung and bone cancer..." Yet, Dr. [redacted] noted the first episode occurred in December 2014.
Given the medical facts found in this case, 5 Star Life Insurance Company's decision to deny the death claim remains.If additional information is required, please do not hesitate to contact me. Our hours of operation are Monday through Friday, 8:30 a.m. to 5:30 p.m., E.D.S.T.
Sincerely Yours, 
Mildred H. 
Director, Compliance

Had to become my father's POA after being diagnosed with a incurable disease approximately 2 years ago, which also required me to change his beneficiary. Had no issues with making the changes on the policy in a timely manner.
Now, my father passed away last month & when I called notification into 5 Star, they were nothing but compassionate & caring, actually receiving my initial installment from a whole life policy within 10-14 days, then rcvd. the rest of the money within a week of sending the death certificate into them. So, the date of his death was 3/17/16 & as of 4/11/16, I have rcvd. the entire pay out & the death certificate back! I have been VERY PLEASED with this company customer service & timely resolution of this matter, as it made my life SO much easier when it came to paying for the funeral in a timely matter.

December 17, 2014Dear [redacted]:Thank you for your electronic mail dated December 15, 2014 forwarding an official complaint from the Complainant, [redacted], spouse and beneficiary of record, regarding the denial of her claim on the deceased, [redacted], owner and...

spouse.BACKGROUND• On May 25, 2013, [redacted] completed and signed an Individual Silver Premier Whole Life Application carrying a face value of $5,000. [redacted] answered No to all the Statement of Health questions except in Section Two, question 1, which states: "1. Have you ever been diagnosed or treated by a licensed member of the medical profession for: chronic hepatitis, chronic bronchitis, emphysema, chronic obstructive lung disease or chronic obstructive pulmonary disease (COLD/COPD) or any chronic lung disorder (excluding asthma or sleep apnea)?" A copy of the application is provided at Tab "A."On May 21, 2013, [redacted] completed and signed the 5 Star Life Checkmatic Authorization Form authorizing 5 Star Life Insurance Company to debit his checking account at [redacted] on the 23rd day of each month. A copy of the Authorization Form is provided at Tab "B."
On May 31, 2013, [redacted] was issued life insurance coverage on his life, effective June 23, 2013. A copy of the issue documents are provided at Tab “C.”
On June 19, 2013, [redacted] signed, dated, and returned the Delivery Receipt confirming receipt of the life insurance documents. A copy of the Delivery Receipt is provided at Tab “D."
On June 23, 2013, [redacted] was informed that his next scheduled premium payment would be debited from his bank account. A copy of the letter is provided at Tab “E."
On February 27, 2014, [redacted] contacted 5 Star Life Insurance Company to change his banking information from [redacted] to [redacted]. The form was completed internally and noted "verbal signature" on the Authorization Form. A copy of the Authorization Form is provided at Tab "F."
On February 27, 2014, 5 Star Life Insurance Company informed [redacted] that his next scheduled premium payment would be deducted from his bank account. A copy of the correspondence is provided at Tab “G."
On April 29, 2014, 5 Star Life Insurance Company advised [redacted] that his attempted draft against his checking account was returned unpaid. A copy of the correspondence is provided at Tab “H.”
On May 1, 2014, [redacted] completed, signed, and submitted an [redacted]/5Star Life Checkmatic Authorization Form updating his banking contact information to [redacted]. Debits were to occur on the 3rd day of each month. A copy of the instruction page and Authorization Form is provided at Tab “I.”• On September 17, 2014, 5 Star Life Insurance Company was informed that [redacted] had expired. A copy of the Report of Death is provided at Tab “J”
• On September 17, 2014, 5 Star Life Insurance Company contacted the beneficiary of record, [redacted], to request that the provided forms needed to initiate the claims process be signed and returned. 5 Star Life Insurance Company also requested a copy of the official certificate of death. A copy of the correspondence is provided at Tab "K."
• On September 30, 2014, 5 Star Life Insurance Company received the Certification of Death issued by the Florida Office of Vital Statistics. The date of death was confirmed as September 17, 2014. The cause of death was recorded as "Chronic Obstructive Pulmonary Disease” – COPD. A copy of the Certification of Death is provided at Tab "L."
• On December 2, 2014, 5 Star Life Insurance Company informed [redacted] that her claim was not valid. The medical records indicated [redacted] used home oxygen prior to the application date. [redacted] was informed that all premiums received and applied to the account would be refunded under separate cover. A copy of the correspondence is provided at Tab "M."
???
According to the information obtained in the medical files submitted by the various attending physicians, our medical underwriters, [redacted], reviewed the medical information and concluded the claim was not valid. Having the COPD alone was insurable, but at the Graded vs. Preferred type. In addition to the COPD, [redacted] also smoked and used oxygen on a daily basis.
Section One, question 3, of the Statement of Health section states:"3. Have you ever been diagnosed or treated by a licensed member of the medical profession for chronic kidney disease (with or without dialysis), renal insufficiency, cirrhosis of the liver, liver disease or liver failure, Alzheimer's, dementia, Lou Gehrig's disease (ALS), Huntington's disease, had an organ transplant, or do you use oxygen equipment to assist in breathing on a daily basis?"[redacted] responded "No."
Section Two, question 3, of the Statement of Health section states:"3. In the past 12 months, have you required use of home oxygen equipment more than 2 times per week to assist in breathing?"[redacted] responded "No."
During the period April 21, 2011 through March 7, 2013, Dr. [redacted] recorded: "Continues to use 3L of O2 'all the time." Uses supplemental 02 when delivering newspapers for occupation." Per Dr. [redacted]'s notes, "still continues to smoke 2-3 cigarettes every other day, stopped 2010." Dr. [redacted]'s notes from April 21, 2011 indicated a recent hospitalization. Smoking 1 pp.d. Hx of CVA noted."5 Star Life Insurance Company refunded all premiums received and applied to this account of December 4, 2014. The amount refunded was $829.92. [redacted] cashed the check on December 8, 2014. A copy of the check is enclosed at Tab "N."
The decision to deny the claim remains.
If additional information is required, please feel free to contact me at (703) 706 5975 or via e-mail at [redacted]. Our hours of operation are Monday through Friday, 8:30 a.m. to 5:30 p.m., E.S.T.Respectfully submitted, Mildred H. 
MSLSDirector, Compliance

September 22, 2015
Dear [redacted]:Thank you for graciously extending 5 Star Life Insurance Company time to respond to the complaint filed with the Revdex.com by the Complainant, [redacted].Based upon the Coverage and Premium Contribution Schedule provided with [redacted]...

[redacted]'s complaint filed with the Bureau, [redacted]'s monthly contributions submitted and applied to his account should be $3.75 per month carrying a face value of $50,000.00. Our records confirm [redacted] Submitted $3.75 per month from the issue date to March 1, 2003. His allotment, as instructed by 5 Star Life Insurance Company, was then decreased to $3.25. He Continued to Submit contributions in the amount of $3.25 until June 1, 2014. Please refer to the accounting chronology at Tab "A."Please refer to the comparison of both insureds 1997 rates and their 2003 rates listed on page 2 of this letter:Member's Monthly Premium Schedule for $50,000.00 ([redacted])(1997) Non-Smoker (2003) Non-Smoker Phase Ages Premium Ages Premium Phase I 18-49 S 3.75 18 - 39 $ 3.25 Phase II 50-59 $ 17.50 40 - 49 $ 3.75 Phase III 60 - 69 S 19.00 50-59 S 17.5060 - 69 S 32.00The Coverage and Premium Contribution Schedule for [redacted] suggests, for long term cost purposes, [redacted] may wish to keep the rate schedule issued with his Better Alternative Certificate in 1997.For the record, [redacted] also has an active Better Alternative Certificate carrying a face value of $100,000.00. A comparison of the 1997 rates and the 2003 rates are also provided below:Spouse's Monthly Premium Schedule for $100,000.00 ([redacted])(1997) Non-Smoker (2003) Non-Smoker Phase Ages Premium Ages Premium Phase 18-49 S 7.50 18 - 34 S 6.00 Phase II 50-59 $ 35.00 35 - 39 $ 6.50 Phase III 60 - 69 S 38.00 40 - 49 $ 9.0050 - 59 $ 35.00 60 - 69 $ 62.00Given the above options, [redacted] may also opt to keep her 1997 rates. An Accounting chronology of [redacted]'s rates is provided at Tab "B."In the complaint letter, [redacted] requested [redacted] be reimbursed for premiums submitted and applied to his account after the 2003 rate change. If you refer to Tab "A," and if the request was honored, [redacted] would owe 5 Star Life Insurance Company $67,00; 5 Star Life Insurance Company would reimburse [redacted] $71.25. The difference would be $4.25.With respect to [redacted]'s account, she would owe 5 Star Life Insurance Company $187.00; 5 Star Life Insurance Company would reimburse her $12.00.Please note, 5 Star Life Insurance Company is willing to write the reimbursement checks in the amounts of $4.25 and $12.00, respectively, to the insureds. 5 Star Life Insurance Company, on the other hand, would be willing to consider this matter an even wash. To do so, 5 Star Life Insurance Company would require [redacted] and [redacted] to complete, date, and return the enclosed Rate Verification Forms, Tab "C," to:5 Star Life Insurance Company Attn: Mildred *. H[redacted], MSLS Director, Compliance [redacted] Alexandria, Virginia [redacted]Upon receipt of the verification forms, one for each certificate number, 5 Star Life Insurance Company will lock in the rates specified.If additional information is required, please do not hesitate to contact me. Our hours of operation are Monday through Friday, 8:30 a.m. to 5:30 p.m., E.D.S.T.Respectfully submitted,Mildred H, MSLS Director, Compliance

Review: 2 men came to my Dads home & approached him about life insurance without being contacted by my parents about life insurance...they PERSUADED them to take out life insurance with 5 star insurance...they CANCELLED the policy within 2 weeks of taking it out with the understanding that no more money would be withdrawn from their bank account for this service...they CONTINUED to withdraw money from their account for EIGHT MONTHS after cancellation...this was at an amount of over $800.00 a MONTH!!! This company has been withdrawing this money CONTINUALLY from their account & has therefore WIPED MY PARENTS BANK ACCOUNT OUT...causing them to loose PRACTICALLY EVERYTHING they had...checks bouncing EVERYWHERE & they are now having to pay insufficient fund dues to their bank...I personally believe these people who approached my parents were SCAM ARTISTS!!! We contacted our Revdex.com about this after attempting to contact the SO CALLED AGENT to this insurance company, but have not been able to talk to Mr. Mark A[redacted] @ [redacted] My Dad's name is [redacted] & ADDRESS IS [redacted], AL [redacted] My parents are 83 & 84 years of age...PLEASE HELP THEM!!!Desired Settlement: ALL PREMIUMS THAT HAVE BEEN WITHDRAWN FROM THEIR ACCOUNT SINCE THEY CANCELLED THE POLICY

Business

Response:

July 29, 2014Dear [redacted]:Thank you for your July 21, 2014 correspondence, including the complaint filed with the Department on July 16, 2014 by the insured, [redacted]. Your correspondence was stamped received at 5 Star Life Insurance Company ("5 Star Life") on July 22, 2014.BACKGROUND• On December 31, 2013, [redacted] completed and signed the Individual Silver Premier Whole Life Application for life insurance coverage carrying a face value of $11,000. His monthly premiums were assessed at $83.12.• On December 31, 2013, [redacted] completed and signed the 5Star Life [redacted] Authorization Form authorizing 5 Star Life to debit his checking account at [redacted] Bank on the 3rd of each month. The debit was purposed to pay monthly premiums in the amount of $83.12.• On January 8, 2014, 5 Star Life issued life insurance coverage to [redacted] with an effective date of February 3, 2014.• On January 14, 2014, [redacted] dated, signed, and returned the Delivery Receipt confirming he had received the issue documents.• On June 12, 2014, [redacted] submitted a written request for 5 Star Life to terminate coverage on his life. He also requested reimbursement of all premiums submitted and applied to his account.• On June 17, 2014, [redacted] wrote: “....I had recently wanted to cancel that policy but after conversing with my agent have found that I would like to keep it in effect.”• On June 19, 2014, 5 Star Life informed [redacted] coverage on his life was reinstated effective June 16, 2014.• On July 10, 2014, 5 Star Life received written instructions to terminate his coverage and reimburse all premiums paid.• On July 18, 2014, 5 Star Life informed [redacted] coverage on his life was terminated effective July 3, 2014.[redacted]'s prior initial termination did not indicate the agent had instructed him to falsify his responses to the Statement of Health questions. Rather, [redacted] requested his coverage be reinstated based upon a conversation and/or recommendation from his writing agent.[redacted] alleged the writing agent instructed him to respond “No” to those health questions even if the answer was "Yes." During a recorded telephone interview, our medical underwriter, [redacted], confirmed with [redacted] that the answers to the Statement of Health questions were correct. He responded "Yes." [redacted] attested when he affixed his signature to the application that "The above representations are true TO THE BEST OF MY KNOWLEDGE AND BELIEF.”5 Star Life relies on the honesty of the applicant. Had 5 Star Life known at the time the application was completed [redacted] had major health issues, coverage would not have been approved.All funds due [redacted] have been reimbursed.Provided is an electronic generated Payment History of [redacted]'s account. 5 Star Life issued a reimbursement check of $47.10 on June 16, 2014. Our records indicate no additional premiums were deducted from [redacted]'s bankor no additional premiums were applied to his policy account.The application was signed in the city of [redacted] and issued in the state of North Carolina.If additional information is required, please do not hesitate to contact me.Respegoully submitted,Mildred *. H[redacted], MSLSDirector, Compliance

Review: I cancelled this policy by letter dated 10/01/2013 and also by telephone, but still I recieved invoices

for the last three months of the year, after I called and explained that I cancelled out this policy and should not owe anything at all. This has been at least twice now, and still I recieve a updated bill each month ignoring my concern alltogether.Desired Settlement: TO REMOVE ANY AND ALL BALANCES as there is no balance owed at all. I remember before cancelling out this policy that my acct was up to date.

Business

Response:

February 20, 2014

Dear **. [redacted]:

Thank you for your electronic letter forwarding a complaint registered with the Bureau on February 8, 2014 by Complainant, **. [redacted].

BACKGROUND:

• On September 7, 2013, [redacted]. [redacted] completed and signed an Individual Silver Premier Whole Life Application for life insurance coverage carrying a face value of $5,000.00. His monthly premiums were assessed at $20.58. No premium payment accompanied the application. Please refer to Tab “A."

• On September 13, 2013, life insurance coverage on the life of the Complainant was approved and issued with an effective date of November 5, 2013. A copy of the issue documents is provided at Tab "B."

• Account Statements were provided to the Complainant during the period December 5, 2014 to April 5, 2014. Please refer to Tab "C."

• On February 4, 2014, 5 Star Life Insurance Company informed **. [redacted] that coverage on his life had lapsed due to non-receipt of premiums due. A copy of the letter is at Tab "D."

Our electronic policy administration system does not confirm interactions with **. [redacted] occurred during the period coverage was in good standing up to and including when the lapse notification was sent to him on February 4, 2014.

5 Star Life Insurance Company continued to send **. [redacted] reminders that premiums were due giving him the opportunity to regain his valuable life insurance coverage. The final Account Statement was dated February 3, 2014. 5 Star Life had not been in receipt of premiums due since date of issue.

In the Complainant's letter, he stated the purchase price as $300.00 and the disputed amount was $300.00. These numbers are not representative of the enclosed Account Statements.

In conclusion, there is no outstanding balance owed. Coverage lapsed.

If additional information is required, please feel free to contact me at [[redacted] or via e-mail at [redacted]. Our hours of operation are Monday through Friday/6:30 a.m. to 5:30 p.m., E.S.T.

Respectfully submitted

Review: Was sent a letter by afba that they have sent numerous times, checks that they sent but was never cashed, I never received them, moved then received a letter if I moved, was faxed to afba, was told will receive Feb 2014, then was told I will receive it in mar 2014, then was told because I moved to wait for April and they sent the check mar. 17,2014 and wait 14 days and I am getting tired of there excuses, when you ask for a supervisor or finance they get upset or say finance have closed for the day.Desired Settlement: They need to quit being deceptive and I believe the armed services IG needs to look into there practices.

Business

Response:

May 6, 2014Dear [redacted]:Thank you for your correspondence forwarding a complaint filed with the Bureau on April , 2014. 5 Star Life Insurance Company (5 Star Life) received the complaint on May 2, 2014.BACKGROUND:• On June , 2006, SPC [redacted], **. applied for life insurance coverage on his life carrying a face amount of $250,000. His monthly contributions were assessed at $16.00 payable by a monthly allotment.• On August , 2006, 5 Star Life informed SPC [redacted], **. that his Better Alternative Group Level Term life insurance was approved.• On August 14, 2006, SPC [redacted] confirmed he had received the life insurance contract by affixing his signature on the Delivery Receipt.• On June , 2007, SPC [redacted] was informed life insurance coverage on his life was terminated effective October 31, 2006 for non-receipt of payment.• On January , 2014, in compliance with unclaimed property laws, SPC [redacted] was informed that 5 Star Life had mailed to the address of record a disbursement check in the amount of $256.00. 5 Star Life requested he confirm his address, provide a change of address, and return the form for processing. Our records indicate no response was received from the Complainant.• On March 31, 2014, 5 Star Life mailed a check in the amount of $260.00 to the address of record – [redacted]. The date of the check was March 31, 2014 and the check number was [redacted].Our records indicate that SPC [redacted] called on January , 2014 to inquire if the address on file was correct. Our record also shows that SPC [redacted] and his spouse called on March 5 and 19 and again on April 15, 2014 to determine the status of the reimbursement.The Accounting Department contacted our bank regarding the status of check number [redacted]. It was confirmed the check was presented to a financial institution and honored on April 22, 2014.If additional information is required, please do not hesitate to contact me.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,