American Fidelity Assurance Company

Please find the attached response.

Please see attached response. Thank you.

Initial Business Response /* (1000, 5, 2015/04/24) */
Our records indicate the American Fidelity's required distribution forms were received on April 1, 2015. These forms were forwarded to the employer's third party administrator for approval. Upon receipt of approval from the third party...

administrator, the outstanding loan balance had to be withdrawn from the account and paid on the loan. This is a 3-5 business day process. Upon completion of the loan payoff the remaining balance was withdrawn on April 14, 2015. The check was mailed overnight delivery to the customer on April 14, 2015. This transaction was completed within our normal processing times.

This correspondence is in response
to the additional information submitted by Ms. [redacted] on 07/07/2017. Ms. [redacted]
states that she was charged double so that her coverage would begin in
September as evidenced by an email from her employer. She also states that she
has not received any documentation regarding her payments and the amount of
months she was covered.The application for coverage,
attached to Ms. [redacted]’s Certificate of Insurance, was signed by Ms. [redacted] on
06/01/2016 and has a Requested Effective Date of 10/01/2016. On 05/06/2017, a
letter was sent to Ms. [redacted] stating, “We have received your request for
cancellation of your Disability insurance coverage which was issued on October
01, 2016. Your coverage has been cancelled effective May 31, 2017.” We have
received premiums in the amount of $32.00 per month for coverage during the
time period of 10/01/2016 through 05/31/2017. This means Ms. [redacted] was covered
for eight months and paid a total of $256.00 in premiums for her Disability
coverage.Premiums are not necessarily
withheld during the month for which they are providing coverage. Per theemail from Ms. [redacted]’s employer,
the payments for Ms. [redacted]’s coverage should have started with the September
payroll. As previously stated, that does not mean that her coverage was
supposed to start in September. Ms. [redacted]’s employer withholds the premiums
from Ms. [redacted]’s paycheck and then submits them to our office when premiums are
due. American Fidelity is not privy to the exact date the premiums were
withheld from Ms. [redacted]’s paycheck. As provided above, we can only provide how
much premium was received and for which months of coverage. If Ms. [redacted] feels
that more premiums have been withheld from her paychecks than what American
Fidelity has received, she needs to contact her employer. If additional
premiums were withheld for coverage beyond 05/31/2017, they will berefunded to Ms. [redacted]’s employer
as soon as they are received.Hopefully this information
addresses Ms. [redacted]’s concerns, but if additional information is needed, please
contact our office.

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.
Sincerely,
[redacted]

Please see attachment.

Initial Business Response /* (1000, 5, 2016/01/12) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@americanfidelity.com
Our records indicate that we received several requests for annuity distribution forms. There was a breakdown in...

communication and we failed to mail these forms to Ms. [redacted] in the standard processing time of 5 business days. When Ms. [redacted] called and spoke to a Team Leader, these forms were faxed immediately to Ms. [redacted] on 12/14/2015.
Ms. [redacted] faxed the completed forms to us on 12/15/2015. Our records indicate that the distribution was processed as requested and the check was mailed to Ms. [redacted] on 12/19/2015. Ms. [redacted] notified us on 12/28/2015 that she had not received this check. Upon further research, we noticed that it was mailed to an incorrect address. At that point, we stopped payment on that check and processed an ACH to her bank account on 12/29/2015. Ms. [redacted] confirmed that the funds were in her bank account the morning of 12/31/2015.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/08) */
The customer called our office inquiring about his reimbursement claim that was submitted on 7/1/15. The note on his account states that the Customer Service Representative advised him that our average turn-around time is 7 to 10 business days...

though this information was incorrect. Our average processing time is 5 to 7 business days as stated on our website. The claim in question was processed while he was on the phone with our representative and he was advised of this information during the phone call. Payment went to his bank via direct deposit on the night of 7/6/15. There are no outstanding claims on his account at this time. Of the three manual claims that have been submitted in the last year on his account, all were paid within 3 business days. All other claims were paid with a debit card and automatically reimbursed without any wait time for reimbursement. The customer is required by his employer's plan to incur expenses during his fiscal plan year however he does have 90 days after his plan year ends to turn in all receipts for reimbursement.