B.I.A., Inc.

From: S***, SherieDate: Wed, Mar 22, at 1:PMSubject: File id# ***To: "***@myRevdex.com.org" *** ***, Please find the Colonial Penn resolution response and supporting documents to the above-referenced Id
Please let me know of any additional questions. Best regards, Sherie S*Sherie S*Team LeaderColonial Penn Life InsuranceMarket StPhiladelphia, PA 19181(***|7***[email protected]

[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 as Answered]
Complaint: ***
I am rejecting this response because: When *** signed up for the policy, she made the representative aware that - she received her benefits on the second Wednesday of each month, which would have been April 12th NOT 11th. She could not read so any correspondence received would have been shown to my wife or myself. No such correspondence was received
Regards,
*** ***

April 20, 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 have reviewed the concerns regarding the denial of the life insurance applicationsThere seems to be confusion between the product applied for and the product
advertised on televisionPlease allow me to clarify.The televised product mentioned in your correspondence is the guaranteed issue (Graded Benefit Life, Whole Life Insurance) and is different than the applied for product referenced aboveOn March 27, our processing center received an electronic application on behalf of *** *** and *** *** for underwritten Whole Life insurance.Please be advised that the enrollment form noted in section indicates that this product requires a review of the proposed insured's medical history to determine the eligibility for this coverageUnfortunately, the underwriting department determined that both applicants did not meet the underwritten guidelines based on the medical/pharmacy information collected.Given their interest and preference for the guaranteed whole life insurance with no medical questions our customer service department is staffed with knowledgeable professionals that are more than eager to provide and explain any life insurance product that best meets your insurance needs.Hopefully, this assistance will be found satisfactoryPlease accept our apologies for any confusion this situation may have caused while viewing our advertisements and applying for coverage onlineIf 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 STeam Leader Policyholder Services

January 20, 2017To Whom it May Concern:I am writing in response to the correspondence regarding the account referenced above, I am happy to be of assistance with your inquiry.I have thoroughly reviewed the premium payment history in comparison to the payment mentioned in the correspondence inquiry
To date, our records show the effective date of this policy was November 3, with a monthly premium amount of $Please review the outline of the payment history listed below which resulted in the policy lapsing on November 7, 2016.Bill Type Total Billed Processed Amount Premium Variance Month Paid For Amount Date Received +/-Electronic Bank Draft $ 11/12/ $ $ NovemberElectronic Bank Draft $ 12/11/ $ $ DecemberMonthly Statement $ -- $ - $ --Monthly Statement $ 2/3/ $ - $ January Monthly Statement $ 3/11/ $ - $ February Monthly Statement $ 4/12/ $ -$ MarchMonthly Statement $ 5/12/ $ -$ AprilMonthly Statement $ 6/21/ $ -$ MayMonthly Statement $ 7/26/ $ $ June, July, AugustMonthly Statement $ 9/26/ $ -$ --Monthly Statement $ 10/26/ $ -$ Policy Lapsed 11/7/2016*Premiums payments are due on the 3rd monthly.Unfortunately, it appears that there were not enough premiums received by November 7, to keep the account activeI have provided a copy of the lapse notice for your reviewOn November 8, a credit card payment in the amount of $was received via websiteIn our efforts to restore this account, an underwritten reinstatement form was mailed to the address on file to be completed, signed, and returned along with the total remittanceAt this time our underwriting department has not received the reinstatement form for review and unable to successfully restore coverage.I have personally processed an immediate premium refund to the address on file for the credited amount of $The check will be mailed under separate cover and should be received within to day business days.Please accept our apologies for any confusion this matter may have causedIf we may be of assistance in the future our customer service department is staffed with knowledgeable professionals who are eager to assist with coverage that best meets your insurance needs.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

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

April 18, 2018I am writing in response to the complaint regarding product eligibilityI am happy to be of assistance with your investigation.I have reviewed the correspondence regarding the TV advertisement and eligible age rangesIt was mentioned in the communication that the current age is
Unfortunately, the age limit for potential prospects for the Guaranteed Issue Whole Life Insurance in the state of Pennsylvania is to 85.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 toll-free number ###-###-####, for prospective insureds 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.We apologize for any confusion, however please be assured that we are vigilant about all compliance issues affecting our business and the consumers we serveIf you there any additional questions concerning this matter, or if I may be of further assistance, please feel free to contact me directly at ###-###-####.Sincerely, Yanisha S.Customer Service Team Leader

April 17, 2017To *** ***:I am writing in response to your correspondence and am happy to be of assistance in your investigation.I have reviewed the concern in question and would like to clarify the matters presented with the best use of the information available.The accounts referenced above
became effective as follows: *** on September 4, with monthly premium of $(ultimate death benefit (after first two years $2,086.00)) and *** on March 4, at $monthly (ultimate death benefit (after first two years $6,524.00))Both accounts are currently paid to April 4, 2017.As indicated here and by forwarding separate sets of policy documents within the first month of each purchase, both accounts are in fact separate accountsThis is so, as a result of the accounts having been taken out at different points in timeThe coverage and premium amounts were based on age at issueKeeping this in mind, we maintain the accounts separatelyWe do, however “combine” them for billing purposes only which is why you’ve begun to receive a Combined Bill premium notice under billing case number *** for the monthly total due of $for $8,ultimate coverage (after first two years in force).Please extend our apologies to *** *** for any frustration or confusion we may have caused her during or after the sales processWe welcome any opportunity to continue to provide service to her again in the futureFurther, it is both our hope and intention not to lose her as a customerIf she is adamant about canceling the newest purchase, she may sign below and return to me at the address above and I will refund her initial premium of $If I may be of further assistance to you, please feel free to contact me directly at ###-###-####.Sincerely,Roger LManager Policyholder Services

I am writing in response to your correspondence dated August 25, and am happy to be of further assistance in your investigation.The account
referenced above today with no further premium due from August 6, 2017. the last payment received was on July 11, in the amount of $paying the account to August 6th.Please convey our apologies for the resulting confusion by our representatives not fully explaining the cancelation instructions have since been complied with. This is not for our customer service effort. All parties involved have been coached toward a better result going forward.I have additionally submitted a removal of MsParrish's information from our mailing list. The effect will diminish over time as we often prepare mailing campaigns months in advance.If I may be of further assistance to you, please feel free to contact me directly at ###-###-####.Sincerely,Roger LL**, Sr.

From: Revdex.com of Metro Washington DCDate: Tue, Jan 2, at 11:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: Date: Mon, Jan 1, at 2:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com You never rec'd a response from me because you never asked for one.Basically, this business is allowed to be deceptive on TV and it's ok.................NOT! If you went back years ago and listened to their ad, you would see how deceptive they are. Businesses get away with this type of thing all the time and who gets hurt???????? The consumer gets hurt, of course!!I have no choice but to continue with Colonial Penn because I have paid them for years and I can't afford to lose that $$ and I need life insurance.You may consider it settled, but I will be sure to let my friends know all about Colonial Penn and the Revdex.com

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

May 2, 2018Dear *** ***This serves to respond to your letter dated April 23, with respect to the above? referenced matterThe following information is presented for your review.Our records indicate that *** ***? was issued a Term life Insurance policy under? policy number
*** effective May 19, and paid to February-19, The original? face amount of this policy was $5,The beneficiary of record is *** ***, spouse.We were notified of the death of the insured on January 31, by *** ***,? daughterAt this time, she indicated that the claim benefits would be assigned to the funeral? homeWe documented our file accordingly and awaited the assignment documentation from the? funeral home.We were subsequently notified by *** *** that there would no longer be an? assignment and to process the benefit to the beneficiary of record *** ***On April 19,? 2018, we processed the death benefit of $5,along with statutory interest due in the? amount of $for a total check of $5,to *** *** as beneficiary.This completes a review of this matterWe apologize if there was any inconvenience? incurred by *** based on the original request that the policy would be assigned to a? funeral home.? I hope that this explanation proves sufficient and that this was successfully resolved in favor? of ***Should you have any questions please contact me direct at ###-###-####.Sincerely,Michael C, FLMI, ACSManager, Life Claims Department

October 26, 2017To Whom It May Concern,I am writing in response to the correspondence dated October 27, I am happy to be of further assistance in? your inquiry.After reviewing the application and account history our records indicate that the policyowner, *** ***sanctioned the monthly deductions on or after the 10th of each monthPlease be advised that the premium deductions are? scheduled by date shown on the enclosed “Authorization for Automatic Premium Payment Transaction” form and not by a? weekly selectionI enclosed a copy of the authorization for your review.Additionally, all billing correspondence was mailed to the address on ?le at *** *** *** Amherst, OH***I have confirmed with a third party that no correspondence has been returned as not deliveredTherefore, we were? under the impression that all mailing has been received successfully.Hopefully, this ?nal resolution and information is found to be satisfactoryOnce again, please extend our sincerest? condolences to *** *** on the loss of her motherIf I may be of further assistance to you, please feel free to contact me? directly at ###-###-####.Sincerely,Sherie STeam LeaderCustomer Service

April 25, 2017To Whom it May Concern:I am writing in response to the additional correspondence request dated April 24, I am happy to be of further assistance with your inquiry.It was mentioned that *** *** contacted our customer service department when applying on the company websiteOur records do not indicate that *** *** contacted our office to apply for coverage as the application was completed and signed electronically via the websiteFor your convenience, I have provided copies of both applications submitted via the Colonial Penn website on March 27, -We apologize that *** *** did not identify the product that he intended to apply for on our websitePlease be advised that the Guaranteed Whole Life insurance with no medical questions was also available but was not selected by the prospective applicants.As previously mentioned in our correspondence dated April 20, 2017, if *** *** desires to apply for the Guaranteed Whole Life insurance product he may contact our customer service department toll free at ###-###-#### and one of our knowledgeable licensed customer service representatives will be more than happy to assist and explain the life insurance product that best meets his needs.Hopefully, this resolution is found to be satisfactoryOnce again, please extend our apologies to *** *** for any confusion this situation may have caused him while viewing our advertisements and applying for coverage onlineif 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

[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,
*** ***

August 31, 2017To Whom It May Concern:I am writing in response to the account referenced aboveI am happy to be of assistance with yourinquiry.I have thoroughly reviewed *** *** request to receive a refund for the overdraft fee accessed by her financial institution as a result of the applied
monthly premium payment in the amount $It was mentioned that *** *** sent the company two post-dated checks on April 22, and August 22, each in the amount of $19.90.Our records indicate that both premium payments were successfully received and processedThe company does not take responsibility for any fee(s) assessed by *** ***’s financial institution as we were given the impression that the premium payments were authorizedTo date the account is currently paid to September 11, 2017.We understand that her concern is to submit the payment when the funds are availablePlease be advised that the policy does permit a 30-day grace period after the premium due dateAdditionally, our company does offer several payment options that may be utilized at your convenience such as web payment, electronic funds transfer, and IVR (Interactive Voice Response).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

[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 as Answered]
? Complaint: ***
I am rejecting this response because: As the TV add states call or go to Colonial Penn.com & apply that is what we did on there web siteIf they have a PDF with to whom it may concern they must get this complaint many timesMy next move should be to go to the news media about there lies & half truths
Regards,
*** ***

March 21, 2017Dear [redacted]: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 [redacted]' concerns regarding the several issues raised and will address each. The policy referenced above took effect on February 22, 1989.We apologize that we have not been timely available to [redacted]'s repeated requests for a surrender form. The form requested was mailed to the address on record ([redacted] in Spencerville, IN [redacted]) on March 1, 2017. It was unfortunately reported by [redacted] as not received despite our not currently showing any postal return activity. We 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 [redacted] for this time period to present. Please 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 $4,430.28. The disbursement should be received under separate cover within the next 10 business days.Again, please accept my apologies for any and all inconvenience experienced. If you have any additional questions concerning this matter, or if I may be of further assistance, please feel free to contact me directly at [redacted].Sincerely,Roger L.FLM, ACS, AIAA Manager

From: S[redacted], Sherie<[redacted]@colpenn.com>Date: Wed, Mar 22, 2017 at 1:11 PMSubject: File id# [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>[redacted], Please find the Colonial Penn resolution response and supporting documents to the above-referenced Id....

Please let me know of any additional questions.  Best regards, Sherie S[redacted]Sherie S[redacted]Team LeaderColonial Penn Life Insurance399 Market StPhiladelphia, PA 19181([redacted]|7[redacted][email protected]

April 25, 2017To Whom it May Concern:I am writing in response to the additional correspondence request dated April 24, 2017. I am happy to be of further assistance with your inquiry.It was mentioned that [redacted] contacted our customer service department when applying on the company website. Our records do not indicate that [redacted] contacted our office to apply for coverage as the application was completed and signed electronically via the website. For your convenience, I have provided copies of both applications submitted via the Colonial Penn website on March 27, 2017. -We apologize that [redacted] did not identify the product that he intended to apply for on our website. Please be advised that the Guaranteed Whole Life insurance with no medical questions was also available but was not selected by the prospective applicants.As previously mentioned in our correspondence dated April 20, 2017, if [redacted] desires to apply for the Guaranteed Whole Life insurance product he may contact our customer service department toll free at ###-###-#### and one of our knowledgeable licensed customer service representatives will be more than happy to assist and explain the life insurance product that best meets his needs.Hopefully, this resolution is found to be satisfactory. Once again, please extend our apologies to [redacted] for any confusion this situation may have caused him while viewing our advertisements and applying for coverage online. if 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

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]