American Amicable Life Insurance Company of Texas

We were notified of [redacted] desire to cancel her policy on January 5, 2016 from the agents office.  This was a day after her check was received for the initial payment and cashed.  Her policy was cancelled as requested and confirmation was mailed to her on January 5, 2016.  Our...

letter advised her that the initial payment would be refunded once it had cleared the normal banking channels.  This normally takes 30 days and will be sent on February 3, 2016.   We have attached a copy of the letter for review.

Complaint: [redacted]
I am rejecting this response because: 
The reply from AALI is untrue. Both the policy number and name of the insured were provided to several representatives. Also, [redacted] was able to research and find the policy in the microfiche.On 7/21/2015 @ 3:49pm I spoke to S[redacted].  Not only did S[redacted] find the policy, but she also confirmed that the policy expired in 2001. I hung up, spoke with family and confirmed the beneficiary's date of death.On 7/21/2015 @ 4:22pm I called back, spoke to C[redacted] in the Death Claims Department, and she could not find the policy. She transferred me and I left a voicemail for S[redacted] to call me back.On 7/21/2015 @ 4:34pm S[redacted] called me back. It was she who assisted me. She put me on hold, contacted the Death Claims Department and assisted them in finding it, then connected me to A[redacted]. Once I spoke to A[redacted], it was she who told me that the policy number was from one of their older policies. Also, there can't be a payout if the beneficiary died after 2001. The conversation turned very odd when I told her that the beneficiary's death was prior to the policy's expiration.She said she would have to research it in the microfiche (How else would I know this?), then proceeded to ask several questions ... about the beneficiary (name, DOB, date of death, married, wife's name), number of living siblings, my mailing address, my contact phone number, etc. She said she would get back with me in a couple of days. On 7/24/2015 @ 11:15am (2nd attempt) I called the Death Claims Department and spoke to L[redacted]. She couldn't find the policy. I asked her to transfer me to A[redacted], who I knew found the policy two days earlier. She was unavailable so I left her a voicemail message.On 7/27/2015 @ 8:12am A[redacted] called me on my cell. At this point the policy information was turned around and the conversation turned awkward. A[redacted] is very aware that I do not have a copy of the policy - which is why I asked her what procedures I needed to follow to file a 'Lost Policy Claim'.  Her only response to this was I couldn't receive a copy because the policy had expired. She couldn't give me a reason why, instead said I needed to provide a copy of the policy. . if she's looking at the policy, why I couldn't file a claim to receive a copy of it. I have all of my notes and I'm sure that phone and voicemail records can be retrieved if necessary.
Regards,
[redacted]

Revdex.com:
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,
[redacted]

Re: Policy # [redacted]ID # [redacted]This letter is in response to the complaint received in your office from [redacted]. Ms. [redacted] applied for and was issued a $22,365.00 20 Year Level term life insurance plan with an An-nuity Accumulation Fund Rider issued February 1,...

2003.Ms. [redacted] is questioning the interest that was credited to her Annuity Accumulation Fund Rider. Enclosed is a copy of the Annuity Accumulation Fund Rider page from her policy contract which ex-plains how interest is credited. We have been in contact with Ms. [redacted] by email and she was pro-vided in detail how the interest is calculated and her last email indicated that she now understands how the interest is calculated. We have enclosed a copy emails and the account detail for review.If I can be of further assistance please contact me at [redacted] ext [redacted] or by email at [redacted]. Sincerely,[redacted]Policy Service Department

Revdex.com:
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,
[redacted]

Since we have now received the policy number in which the complaint is regarding, we are happy to provide the following information.  Policy [redacted] is one of a group of policies issued on [redacted].  Policy [redacted] was issued on [redacted] and expired December 20, 2001.  Attached is a copy of the letter mailed to Mr. [redacted] Sr advising of this for your review.  There is no coverage in force.

We have been in contact with Ms. [redacted] regarding the claim for benefits on her mother.  The policy in question was issued effective February 3, 2015 based on an application for insurance with negative answers to all of the heath questions.  Ms. [redacted] died February 11, 2015 with the cause...

of death listed as undetermined 8 days after the policy was issued.  Our records also indicate the first premium for the contract was returned unpaid by her bank.We have made several attempts to obtain medical records for Ms. [redacted] without success.  We are currently holding for two outstanding medical reports.  As Ms. [redacted] states in her complaint, she has contacted us several times but is unwilling to make the effort to obtain EOE paperwork in order to assist with obtaining the medical documentation.We will notify Ms. [redacted] as soon as the medical documentation is received, reviewed and we are able to determine if Ms. [redacted]'s health history was as stated on the application for insurance.  If all questions were answered correctly we will be able to process the claim.

Complaint: [redacted]
I am rejecting this response because: This letter was not mailed to [redacted]. 
Regards,
[redacted]

This letter is in response to a complaint received in your office from [redacted] regarding the above policies. Mr. and Mrs. [redacted] applied for and were each issued a $165,000 00 Easy Universal Life insurance policy issued August 2014,A universal life type plan builds accumulation value as...

each premium is paid. With each payment the cost of in¬surance and fees are subtracted and the difference goes to build accumulation value. This accumulation value does earn interest, all of which is shown on the enclosed annuals statements that are mailed each year on the policy anniversary As specified on page 13 of the policy contracts, the policies can be surrendered for the accu¬mulation value minus the Surrender Charge minus any Indebtedness The surrender charge period for these plans is 19 years as specified on page 5 of the policy contracts_ We have enclosed a copy for your review. At the time Mr [redacted] cancelled his policy, he was just beginning to bad cash surrender value and Mrs. [redacted] had not yet. Below is a breakdown of these values at the time of the 'r surrender request.[redacted] — [redacted]Accumulation Value $5,629 90Surrender Charge - $5,573 70 Cash Surrender Value $56.20 copy of check enclosed[redacted] — [redacted]Accumulation Value $3 274 45Surrender Charge - $3,955.05Cash Surrender Value $0.00If I can be of further assistance, please contact me [redacted] ext [redacted] or by email at [redacted] Sincerely,Mendee Moore Policy Service Department

We are in receipt of Ms. [redacted] statement indicating that she found a life insurance policy on her dad that was purchased years ago.  We are unable to research for a policy as Ms. [redacted] did not provide the insured's name and the policy number provided is not one of our...

policy numbers.  If Ms. [redacted] can provide a copy of the policy contract she indicated she located which will indicate the original insurance company, insured's name, date policy was issued and policy number, we would be happy to research for any active coverage.

This letter in in response to the complaint received in your office from [redacted]. Please be advised that we have no record of receiving the original request in September. Mr. [redacted] applied for and was a $70,000.00 20 Year Level Term Home Pro-tector life insurance policy with Return of Premium...

issued July 4, 2015. Enclosed is a copy of the life insurance application and related forms for your review.Mr. [redacted] premiums were drafted each month as requested by the completed Bank Draft Authorization. Mr. [redacted] called our office on April 26, 2016 called regard-ing the cancellation of his policy. He indicated that he thought he would receive a refund of all premiums paid at any time. We explained that he would only receive a percentage of the premiums back prior to the 20th year. This schedule was located on Page 3B of the policy contract that was mailed to Mr. [redacted] in July 2015. We have enclosed a copy for your review. Mr. [redacted] became upset and wanted a refund now, we advised him that if he had a complaint that he would need to send his re-quest in writing for management to review. He said he would call his bank to get a refund and disconnected the call. At that time we also stopped all future bank drafts to his bank account. On July 4, 2016, the policy lapsed due to non-payment of premiums and never receiving a letter from Mr. [redacted].On September 28, 2016, Mr. [redacted] called our office again wanting to know where his refund was. He was advised that we had never received his written request for re-view by management. He again advised that he would call his bank to get his money back.This policy has been administered just as it was issued. As specified on Page 3B of the policy contract, the percentage for the first 2 years is zero. Therefore, there is no refund due.

September 19, 2015, we received our first bi-weekly payment of $150.00.  Since premiums on the policy are paid monthly instead of bi-weekly as [redacted] payroll is done, the $150.00 was sat in an account on his policy until enough bi-weekly payments were received to pay the month premium.  December 18, 2015, [redacted] payroll deductions reduced with no instructions.  Letters were mailed to [redacted] requesting that deductions be increased by to $150.00 within the next 60 days in order to preserve his policy as the payment of $100.00 bi-weekly was insufficient continue the current coverage.  We have refunded the premiums paid on [redacted] to him as indicated in our previous response.  Additional checks for $565.00 and $2.50 are in the process of being refund to [redacted] by our allotment department that represent additional funds waiting to be applied to premiums.  These are all the funds that have been received to date by [redacted] payroll office.  If any additional payroll deductions are received, they will be refunded; however, [redacted] will need to contact his payroll to have these deductions stopped if he has not done so already.

We attempting to research this case based on the information provided in the complaint; however, we are unable to do so by what has been provided.  If Ms. [redacted] can please provide a copy of the policy contract that she found which would indicate the original insurance company, Insured's name, date policy was issued and policy number, would be happy to research the coverage.

Complaint: [redacted]
I am rejecting this response because:I do not think I should have to wait a month to get a refund for the check they should not have cashed in the first place
Regards,
[redacted]

We are sorry to hear Mrs. [redacted] has rejected our response.  We must issue a policy based on the application that is completed and signed by the policy owner.  The application clearly did not indicate for a disability rider to be on her policy.  As previously advised, the claim she filed was on a pre-existing condition that was not disclosed on the application and would not have been approved even if she had the disability rider on her policy.  We have cancelled Mr. and Mrs. [redacted]'s policies as of the original issue dates and refunds of all premiums received were mailed September 19, 2016 to their home address.

Complaint: [redacted]
I am rejecting this response because: Why inconvenience me further,check your records,do the leg work.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: We were told specifically by the sales person that the policy did include disability. We would never have even taken out the policy if the sales person had said the price he was quoting us did not include this since we already have several life insurance policies and the only thing that made us want the policies was the disability. We knew we would be fine if one of us pasted but wanted some security in the fact we would be okay if one of was out of work. We were deceived by this company and I do not want anyone else to fall victim to this scam. We were wrong in not reading every word of the contract we signed because we took it on faith that the salesman was signing us up for what we wanted. We have still not received back the premiums we have paid in either. The salesman also told us that if we chose to cancel at anytime we would receive all premiums back. I am sure many others have fallen prey to this very scam and will not know until they have to make a claim.  
Regards,
[redacted]

Re: Policy #[redacted] Your ID #: [redacted]This letter is in response to the complaint you have received in your office from [redacted] regarding the above policy. She applied for and was issued a 20 Year $200,000 Easy Term plan that was issued August 24, 2016....

Enclosed are copies of your signed Application for Life Insurance and other related forms for your review.Ms [redacted] policy was approved and mailed to her agent [redacted] on August 24, 2016 and was delivered to her on August 31, 2016. Enclosed is a copy of the signed Policy Receipt confirming delivery. We contact Mr [redacted] and requested a statement from him after receiving Ms [redacted] letter on March 3, 2017 requesting cancellation and refund of premiums. We have enclosed a Mr. [redacted] statement for your review We have also en-closed a copy of our response to Ms. [redacted] request for cancellation and refund request.If I can be of further assistance, please contact me [redacted] ext [redacted] or by email at [redacted].

When we received Mr. [redacted]'s cancellation the drafts had already left our office and were in banking channels.  He was mailed the attached letter on 7/13/16.  If he will send the requested documents we will make the appropriate refund of excess premiums.Thank you,[redacted]AVP-Policy...

Service

Complaint: [redacted]
I am rejecting this response because: I did receive the paperwork from AA that they sent to me. The policy receipt dated 8/31/16 which I signed, I never got a copy. I reread the letter that [redacted] wrote. There are discrepancies,  obviously, because he said one thing, and I am saying another. I was approved as stated and yes,  signed the policy receipt on August 31st. My husband, as stated , was turned down two months later in October. When Mr [redacted] told me this, I informed  him that since AA won't cover us both, that we were going to apply with other companies that would cover both of us. He did not inform  me that I would have to cancel my current policy with AA, otherwise I would have done so.  I don't believe Mr [redacted] is being truthful in this matter, since his last sentence in his letter is that my husband did not get approved till March 2016? Really??   First, March 2016 is way before we even met with him and second, he is now saying that my husband was approved in March 2016 when he was declined in October 2016. So, was he approved after I wanted my policy cancelled? Was he ever approved since we never received anything from AA??  I am grateful that AA has granted  me cancellation of my policy.  That is certainly appreciated since it was not within thirty days of the issue of the policy.  I feel that AA  was also lied to regarding this matter, nevertheless, I feel I should be reimbursed for the money that was paid to the company, considering we will have to apply to other companies for insurance services. Thank you for your consideration.
Regards,
[redacted]