B.I.A., Inc.

December 08, 2017Dear *** *** ***:I am writing in response to the above referenced accountI am happy to be of assistance in your inquiry.I have reviewed *** ***’s dissatisfaction with my response regarding excessive mail solicitations.I have done a very thorough search in our database and verified with our marketing department to assure that *** *** is completely removed from future mailings being created and printed.As stated, *** *** may still receive solicitations up to six months as they are created in bulk and already scheduled to be mailed, but I have permanently removed her name from future marketing material from being createdIt is understood that previously when it was requested for these solicitations to end, the customer continued to receive themUnfortunately, there was an error and her contact information remained in our database for solicitationsThe action has been executed to rectify and for this to come to a haltNo further action is required.Once again please accept our sincerest apologies for any upset we may have caused *** ***If I may be of further assistance to you, please feel free to contact me directly at ###-###-####.Sincerely, Yanisha SCustomer Service Team Leader

November 14, 2017To Whom It May Concern,I am writing in response to the correspondence regarding the account referenced aboveI am happy to be of assistance with your inquiry.I have reviewed the concerns expressed by *** ** *** regarding the application and premium paid on behalf of her mother
*** ***Our records show that the policyowner, *** *** purchased three Life Insurance policies between and The initial account *** became effective August 1, with a monthly premium payment in the amount of $and ultimate death benefit amount of $7,Account *** Whole Life Insurance became effective April 1, with a monthly premium payment in the amount of $and ultimate death benefit amount of $1,The last account *** became effective April 9, with a monthly premium amount of $and ultimate death benefit amount of $1,704.00.It was mentioned that *** ** *** has paid over the face amount of the policiesIt is unfortunate that the coverage and or premium rate obtained was not to *** ** ***’s satisfactionOur records indicate that the policyowner, *** *** selected the electronic transfer fund as the monthly billing optionAs a result of the signed agreement by the policyowner, *** ** *** we were given the impression that the application, coverage and premium rates were authorized.On October 3, our customer service department was contacted to discontinue the monthly electronic transfer deductions and a billing statement was mailed to the address on fileThe last premium payment in the amount of $was received on September 12, and paid all accounts to October 1, 2017.It is important to understand that the whole life insurance product is intended to protect the insured until the policy’s maturity or death claim is reportedThe premiums are payable until the applicable age noted in the policy documents and is not contingent upon the amount of premiums paid.To date, the plan does allow the policyowner a 31-day grace period after the due date to pay the premiumIf *** *** desires to continue the coverage the total amount $(October and November) is due by December 1, 2017.We apologize for any confusion resulting in not being aware of the terms of the signed agreement(s)As always, our customer service department is staffed with knowledgeable professionals who are willing and eager to explain any life insurance concept while the policy is in forceOur customers are the core of our business and we do not seek to mislead or misrepresent the coverage that we offer.Hopefully, this information is found to be satisfactoryIf I may be of further assistance to you, please feel free to contact me directly at ###-###-####.Sincerely,Sherie S.Team Lead Customer Service

Enclosed is the policy, cancel my coverage effective July 31, 2017.*** ***P.SCopies have been made of all documents in case I have any problems

[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,
*** ***

[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,
*** ***

September 8, 2016Dear *** ***:I am writing in response to your request concerning *** *** on behalf of *** ***I was very sorry to learn of the confusion concerning a Colonial Penn reinstatement application that she states was submitted to the company and never activated.We have
reviewed our records and find that *** *** was sent a letter on March 22, notifying him of the coverage lapsing due to lack of paymentOn April 18, we received $however at that time coverage had lapsed and a reinstatement application was forwarded for completionOn June 8, we received *** ***'s completed reinstatement application.After a close review of the reinstatement application, it became necessary to speak with *** *** furtherA letter was sent on June 17, for *** *** to contact our officeOn June 26, we spoke with *** ***On June 27, we sent *** *** a follletter indicating that an additional payment of $was needed to bring his coverage current,On July 27, we received a payment for $On that same date we refunded $back to him on July 26, Because payment had crossed in the mail, we requested additional payment to bring the account currentBecause the additional funds were not received, the record was closed subsequently on August 24, 2016.You can still reinstate the coverage with a payment of $which will pay this account current to October Payment can be made by Check, Money order or phone pay (automated hours daily).If you have any questions concerning this matter, please contact me at ###-###-####I will be happy to assist you.Sincerely,Kim GSupervisor New Business/Underwriting Department

April 26, 2018Dear *** ***,I am writing in response to the above referenced complaintI am happy to be of assistance in your investigation.I have done a very thorough search in our database and verified with our marketing department to assure that *** ** *** is completely removed from future
mailings being created and printed.*** *** may still receive solicitations up to six months as they are created in bulk and already scheduled to be mailed, but I have permanently removed her name from future marketing material being createdIt is understood that previously when it was requested for these solicitations to end, the customer continued to receive themUnfortunately, there was an error and her contact information remained in our database for solicitationsThe action has been executed to rectify and for this to come to a haltNo further action is required.Once again please accept our sincerest apologies for any upset we may have caused *** ***If I may be of further assistance to you, please feel free to contact me directly at ###-###-####.Sincerely, Yanisha SCustomer Service Team Leader

[To assist us in bringing this matter to a close, you must give us a reason why you are rejectng the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
The payments that are presented are not post dated, they are specific dates of when I want to make my premium paymentColonial Penn customer service inform me via several telephone conversations that they present my checks from my bank when receivedIf it comes early and before the date on the check, they will process it for payment, because the computer system they use does not read the dates on the check whatsoeverTherefore, by presenting them early and not knowing that my funds will be deposited on a certain date monthly to cover the premium payment has cost me bank non-sufficient funds fees in the amount of $The payment dates are specifically set by me the customer and not the merchant or the bankI choose the date I want the payment to be processed by the date of my monthly income deposit, and not a day before or afterColonial Penn owes me $in non-sufficient funds fees charge by my bank

November 30, 2017Dear *** *** ***:I am writing in response to the above referenced accountI am happy to be of assistance in your inquiry.I have reviewed *** ***’s concerns regarding an excessive number of solicitations received from Colonial Penn after contacting our office to
discontinue future mailings.It is unfortunate that she encountered an instance that is uncommon for our customer service effortI would like to extend my apologies on behalf of the company.After further research, it appears that there was an error that occurred during the processing of the “do not call” transactionUnfortunately, as a result the mail solicitations continuedPlease be advised that this matter has been duly noted and corrective action has been administered.Please rest assured that I have both personally and have had an independent party verify that *** *** is no longer on our corporate mail listPlease be advised that mailing activity, however may take up to six months in some cases to cease altogether as we print marketing campaigns in advance and in bulk.Once again please accept our sincerest apologies for any upset we may have caused *** ***If I may be of further assistance to you, please feel free to contact me directly at ###-###-####.Sincerely, Yanisha SCustomer Service Team Leader

January 25, 2017To Whom it May Concern:I am writing in response to above referenced fileI am happy to be of assistance in your inquiry.I have reviewed your concern regarding the provisions of your life insurance applicationThere seems to be confusion between the product you applied for with our
agent and the guaranteed whole life insurance mentioned in your correspondencePlease allow me to clarify.One of our televised products is guaranteed issue (Graded Benefit Life; Whole Life Insurance) and is different than the applied for product referenced aboveOur records show that you applied for underwritten Term Life insurance on August 26, The header of the enrollment form states that the product is "Term Life Insurance..." For your convenience, I have provided a copy of the signed application for your review.Unfortunately, the underwriting department determined that the answers provided did not meet the underwritten guidelines for this productAs a result the application was denied and confirmation letter outlining the results obtain from the Medical Information Bureau was mailed to the address On file.Given your interest and preference for the guaranteed whole life insurance product I have personally mailed an application to be completed, signed and returnedPlease be advised that our customer service department is staffed with knowledgeable professionals that are more than eager to provide and explain any life insurance product Concepts that best meet your needs and can be contacted toll free ***.Please accept our apologies for any confusion this situation may have caused while viewing our advertisements and applying for coverage.Hopefully, this assistance will be found satisfactoryIf you have any additional questions concerning this matter, or if I may be of further assistance, please feel free to contact me directly at ###-###-####.Sincerely,Sherie S Team Leader Policyholder Services

December 21, 2017 Dear *** ***: I am writing in response to the complaint concerning the increased premium amount for the accountreferenced aboveI am happy to be of assistance in your inquiry. There seems to be some confusion with how the policy renewal process works
Please allow me to clarify.The policy purchased by *** *** is the Year renewable term life to age This policy renewsautomatically every years and the new premium increase is based on the current age at the time of the renewalThe coverage became effective on January 8, 2013, for $monthly and a death benefit amount of $25,The rate is based on the issue age at that time which was Five years later, on January 8, 2018, the anniversary date of the policythe renewal will be processed, and the new monthly premium will be $49.70. It is important to understand that Term Life insurance premiums are subject to change as stated in the original policy documentsAdditionally, the premium increase is effective as of the policy anniversary dateI have enclosed a copy of the premium increase notice indicating that premium amount mailed to the address on ?le.Given your interest in and preference for a fixed premium amount the whole life insurance product over term life insurance is suggestedThe policy does include the conversion option clauseThe conversion option permits the applicant to convert the term insurance coverage to a permanent whole life insurance contract. Please review a copy of the provision below. CONVERSION PROVISIONBefore you reach age and while your coverage is in force, you may convert to an individual policy issued by the CompanyYou must send this Certi?cate with your written request to convert to the CompanyIf your coverage terminates because the Group Policy is terminated, you may also convert your terminated coverage provided application is made to the Company and the ?rst premium is paidwithin days of such termination.You may select any whole life insurance policy the Company issues at the age and amount applied for as the new policyEvidence of insurability will not be requiredThe amount of insurance of the new policy cannot exceed the amount provided under this Certi?cate on the date of conversionIn the case of conversion due to termination of the Group Policy, the amount of insurance of the new policycannot exceed the amount provided under this Certi?cate on the date of conversion, or $10,000, whichever is smallerThe new policy will be at the premium rate in use on the Issue Date of the new policyThe premium will be based on your attained age.Any individual policy issued in accordance with the above conversion privileges will become effective at the end of the day grace period during which application for such policy may be made.If you die during the days within which you are entitled to convert to an individual whole life policy, the Company will pay the amount of life insurance which you were entitled to convert, whether or not application for such individual policy was made.Our customer service department at ###-###-#### is staffed with knowledgeable professionals that are more than eager to explain any life insurance concept as needed throughout any product's in-force period.Also, under a separate cover I have sent a conversion packet for *** *** to review the conversion rates and if he decides, a form is included to put that option into place.Please extend our apologies for any upset we may have caused in matterHopefully, this resolution and information is found to be satisfactoryIf I may be of further assistance to you, please feel free to contact me directly at ###-###-####.Sincerely,Yanisha *S*Customer Service Team Leader

August 15, 2017To Whom it May Concern:I am writing in response to the correspondence regarding the account referenced aboveI am happy to be of assistance with your investigation.I have thoroughly reviewed your premium payment history in comparison to the payments mentioned in your correspondence
inquiryTo date, our records show the effective date of this policy is September 7, with a monthly premium amount of $Premium payments are due on the 7th monthlyThe last premium payment in the amount of $was received on July 7, and paid the combined monthly premium to July 7, 2017.Our records indicate that *** *** did bring to our attention that a premium payment recorded on December 3, was initially applied toward her outstanding loan balance in errorOnce this matter was identified, our processing center did reallocate the payment toward the intended monthly premium payment, provided a courtesy credit to bring the account current and processed a refund for the fee assessed for the money order tracerPlease be advised that when a customer submits a payment, an account number is required to allocate the payment accordingly.To date, our records show that account *** became effective on September 7, with a monthly premium amount of $and is currently paid to July 7, The outstanding loan balance for account *** is $Account ***, became effective November 7, with a monthly premium payment amount of $and paid to July 7, The total combined monthly premium is $I have enclosed a copy of the premium payment history and loan payment history for your review.It was mentioned that *** *** would like a refund for the policy contractsUnder the policy surrender provision, the current surrender value is $(***) and $(***)I have enclosed a cancellation form to be completed, signed and returned, if desiredOnce the completed surrender forms are received a surrender refund check will be mailed to address on file within to business days.Please extend our apologies to *** *** for any inconvenience experience as this matter has been previously resolvedAs a valued customer, we do take our customer concerns seriously and seek to provide a better experience.Hopefully, this resolution and information is found to be satisfactoryIf I may be of further assistance to you, please feel free to contact me directly at ###-###-####.Sincerely,Sherie S.Team Leader Policyholder Services

March 21, 2017To Whom It May Concern:I am writing in response to the above referenced fileI am happy to be of assistance in your inquiry.I would like to thank you for bringing this matter to our attentionIt is unfortunate that *** *** encountered an instance
that is uncommon for our customer service effortsPlease accept my apologies on behalf of the company and allow me an opportunity to clarify any confusion this may have caused.It was mentioned that *** *** contacted our customer service department to cancel the coverage on behalf of the policy-owner, *** ***Please be advised that the policy only permits the policy-owner or appointed power attorney to cancel the coverage and in writing onlyIn an effort to protect the security and privacy of the account, our customer service representatives are required to obtain the owner or active power of attorney’s consent before releasing any account information.After a thorough review of the account when *** *** contacted the customer service department, there was no record of a power of attorney received nor presentIf a copy of the power of attorney can be secured I will be happy to update the account record once receivedIt was also mentioned that *** *** had an inquiry regarding her great aunt’s policy, if *** *** can also secure the account information related to that matter we will be happy to research further.At this time, if *** *** still desires to cancel her coverage I have provided a cancellation form to be completed, signed and returnedPlease extend our apologies for any confusion this matter may have caused.Hopefully, this resolution and information is found to be satisfactoryIf I may be of further assistance to you, please feel free to contact me directly at ***.Sincerely,Sherie STeam Leader Policyholder Services

October 12, 2017To Whom It May Concern:I am writing in response to the above referenced accountI am happy to be of assistance in your inquiry.I have reviewed *** ***’s concerns and unfortunately am unable to locate coverage applied for or held in our customer database with the given criteria
If a policy number can be secured, denial notice or any additional documents regarding this matter that needs to be reviewed, we will gladly research furtherAt this time, there was no application found.Please understand that our industry is heavily regulated and that we are not trying to misrepresent our offerings to the viewing publicAll of our advertisements contain a disclaimer stating that age or heath requirements may vary in some statesI regret that *** *** may not have noticed the disclaimer.Our commercials provide a toll-free number for a prospective to use to contact our office and speak with a knowledgeable customer service representative to find out what benefit of insurance they qualify for based on their age.If you have any additional questions concerning this matter, or we may be of further assistance, please feel free to contact our customer service department toll free at ###-###-####.Sincerely,Sherie S.Team Leader Customer Service

[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,
*** ***

July 24, 2017Dear *** ***:This serves to respond to your letter dated July 19, with respect to the above referenced matterThe following information is presented for your review.Our records indicate that *** *** was issued a whole life insurance policy under policy number ***
effective April 1, and paid to August 1, The original face amount of this policy was $2,There have been no premiums paid on this account since July, 1983.Under this whole life policy, premiums are payable for the lifetime of the insuredHowever, *** *** discontinued paying premiums effective August 1, and this coverage subsequently converted to Reduced Pacoverage with the value of coverage being reduced to $Based on the non-forfeiture provision of the policy, the cash value was used as a single premium payment to purchase a reduced amount of insurance coverage for the life of the insuredReduced Paid Up life insurance coverage reduces the amount of the benefit to be paid but extends the coverage for the life of the insuredenclose a copy of our letter to *** *** advising her that due to nonpayment of premium her policy lapsed on August 1, but was continued under the reduced paid up option of the non forfeiture provision of the policyHad it not been for the non forfeiture provision of the policy, this policy would have lapsed without value on August 1, 1983.This claim was a result of a Social Security death master file search that we conducted and contacted the family in an effort to resolve this claim prior to sending the benefit to the state as unclaimed property.We were contacted by *** *** on July 10, and notified of the death of the insuredBased on the value of the proceeds we were able to express pay her share of the proceeds on July 19, We sent her half share of the proceeds and are awaiting receipt of additional information to resolve the other co beneficiary share.This completes a review of this matter.I hope that this explanation proves sufficientShould you have any questions please contact me direct at ###-###-####.Sincerely,Michael C.FLMI, ACS Manager, Life Claims Department

[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,
*** ***

March 21, 2017Dear *** ***:I am writing in response to the complaint referenced by the id# listed above and am happy to be of assistance in your investigation.I have reviewed *** ***' concerns regarding the several issues raised and will address eachThe policy referenced above took effect
on February 22, 1989.We apologize that we have not been timely available to *** ***'s repeated requests for a surrender formThe form requested was mailed to the address on record (*** *** ** in Spencerville, IN ***) on March 1, It was unfortunately reported by *** *** as not received despite our not currently showing any postal return activityWe also apologize for any and all calls being answered by someone who did not recognize the supplied account number and the fact that we have been covering *** *** for this time period to presentPlease be assured that the recognition of this policy type has been recovered with the staff as a whole as well as a common mechanism for reporting any inquiries received.As a result of the clear intent to surrender the coverage for the accrued cash value, I have processed the full surrender in the amount of $4,The disbursement should be received under separate cover within the next business days.Again, please accept my apologies for any and all inconvenience experiencedIf you have any additional questions concerning this matter, or if I may be of further assistance, please feel free to contact me directly at ***Sincerely,Roger LFLM, ACS, AIAA Manager

Dear Ms***:I am writing in response to the correspondence regarding the above-referenced ?leI am happy to beof assistance with your inquiry.I am writing to con?rm that Ms.*** * ***’s, check #*** in the amount of $165.38was mailed out on Friday, December 15, This check was successfully cashed on December 21, 2017.Attached is the invoice showing the statusI do want to apologize for the misinformation providedMs.***actually only sent one payment of $163138, as that was insufficient to cover a full premium, she then providedus with the additional two dollars to complete a full premium of $in an attempt to reinstate the policyAsthe customer was denied due to medical reasons, we combined the $and $and sent the checkback to Ms.***As stated this check was successfully cashed on December 21, 2017.Should there be any additional questions or concerns, please feel free to contact me directly at ***
***.Sincerely,Yanisha S*Customer Service Team LeaderColonial Penn Life Insurance Company

March 21, 2017To Whom It May Concern:I am writing in response to the above referenced fileI am happy to be of assistance in your inquiry.I would like to thank you for bringing this matter to our attentionIt is unfortunate that *** *** encountered an instance
that is uncommon for our customer service effortsPlease accept my apologies on behalf of the company and allow me an opportunity to clarify any confusion this may have caused.It was mentioned that *** *** contacted our customer service department to cancel the coverage on behalf of the policy-owner, *** ***Please be advised that the policy only permits the policy-owner or appointed power attorney to cancel the coverage and in writing onlyIn an effort to protect the security and privacy of the account, our customer service representatives are required to obtain the owner or active power of attorney’s consent before releasing any account information.After a thorough review of the account when *** *** contacted the customer service department, there was no record of a power of attorney received nor presentIf a copy of the power of attorney can be secured I will be happy to update the account record once receivedIt was also mentioned that *** *** had an inquiry regarding her great aunt’s policy, if *** *** can also secure the account information related to that matter we will be happy to research further.At this time, if *** *** still desires to cancel her coverage I have provided a cancellation form to be completed, signed and returnedPlease extend our apologies for any confusion this matter may have caused.Hopefully, this resolution and information is found to be satisfactoryIf I may be of further assistance to you, please feel free to contact me directly at ***.Sincerely,Sherie STeam Leader Policyholder Services