From: S***, Sherie< [redacted] @colpenn.com>Date: Wed, Mar 22, at 1: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*Sherie S*Team LeaderColonial Penn Life InsuranceMarket StPhiladelphia, PA 19181( [redacted] |[redacted] [email protected]
April 26, 2018Dear [redacted] ***,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 [redacted] is completely removed from future mailings being created and printed[redacted] 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 [redacted] If I may be of further assistance to you, please feel free to contact me directly at ###-###-####.Sincerely, Yanisha SCustomer Service Team Leader
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 eachThe 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 formThe form requested was mailed to the address on record ( [redacted] in Spencerville, IN [redacted] ) on March 1, It was unfortunately reported by [redacted] 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 [redacted] 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 [redacted] .Sincerely,Roger L.FLM, ACS, AIAA Manager
[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: [redacted] I am rejecting this response because: When [redacted] 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, [redacted] ***
[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: [redacted] 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
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 eachThe 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 formThe form requested was mailed to the address on record ( [redacted] in Spencerville, IN [redacted] ) on March 1, It was unfortunately reported by [redacted] 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 [redacted] 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 [redacted] Sincerely,Roger LFLM, ACS, AIAA Manager
[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]
November 4, 2016Dear [redacted] ***:I am writing in response to your correspondenceI am happy to be of assistance in your investigation.I have reviewed [redacted] ***'s concerns regarding the mode of payment for his wife, ***'s accountPlease allow me to relay my findingsThe initial premium for this coverage was $due on the coverage effective date, July 28, Because the application received had monthly checked as the present and future mode of payment, this amount was deducted from the $received and the remaining balance was credited toward the subsequent eleven monthsWorking with the assumption that the company would know to switch the mode to annual, the ***'s began to remit $each year thereafter with the intention of paying annually.Once notified by telephone in August 2016, we adjusted the billing mode to annual with the new premium now set at $A courtesy credit of $was immediately issued on October 14, 2016.Although it was not evident as to their intention to pay annually all along, we have decided to Credit the next premium due an additional $The next annually premium is due on July 28, in the amount of $as opposed to the $144.60.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,Roger L.Manager Policyholder Services
May 2, 2018Dear [redacted] ***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 [redacted] ***? was issued a Term life Insurance policy under? policy number [redacted] effective May 19, and paid to February-19, The original? face amount of this policy was $5,The beneficiary of record is [redacted] ***, spouse.We were notified of the death of the insured on January 31, by [redacted] ***,? 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 [redacted] that there would no longer be an? assignment and to process the benefit to the beneficiary of record [redacted] ***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 [redacted] as beneficiary.This completes a review of this matterWe apologize if there was any inconvenience? incurred by [redacted] 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 [redacted] 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, [redacted] 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 [redacted] 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 [redacted] 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 [redacted] contacted our customer service department when applying on the company websiteOur records do not indicate that [redacted] 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 [redacted] 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 [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 satisfactoryOnce again, please extend our apologies to [redacted] 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
[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: [redacted] I am rejecting this response because: When [redacted] 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, [redacted] ***
[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: [redacted] 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, [redacted]
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 [redacted] 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 [redacted] 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 [redacted] ’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
[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]
April 17, 2017To [redacted] ***: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: [redacted] on September 4, 2014 with monthly premium of $19.90 (ultimate death benefit (after first two years $2,086.00)) and [redacted] on March 4, 2017 at $69.65 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 accounts. This is so, as a result of the accounts having been taken out at different points in time. The coverage and premium amounts were based on age at issue. Keeping this in mind, we maintain the accounts separately. We 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 [redacted] for the monthly total due of $89.55 for $8,610.00 ultimate coverage (after first two years in force).Please extend our apologies to [redacted] for any frustration or confusion we may have caused her during or after the sales process. We welcome any opportunity to continue to provide service to her again in the future. Further, it is both our hope and intention not to lose her as a customer. If 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 $69.65. If I may be of further assistance to you, please feel free to contact me directly at ###-###-####.Sincerely,Roger L. Manager Policyholder Services
August 17, 2016To 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 [redacted] ***'s concerns regarding an excessive number of solicitations received from Colonial Penn.It is unfortunate that she has encountered an instance that is uncommon for our customer service effortI would like to extend my apologies on behalf of the company.Please rest assure that I have both personally and have had an independent party verify that you are 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 you by having her expectation appear to be much sooner than is possibleWe welcome any opportunity to provide service to him in the futureIf I may be of further assistance to you, please feel free to contact me directly at [redacted] .Sincerely,Sheri STeam Lead Policyholder Administration
To Whom it May Concern:I am writing in response to the correspondence regarding the above referenced fileI am happy to be of assistance with your inquiry.I have thoroughly reviewed our customer database and found two accounts for insured [redacted] Please allow me to explainOur records indicate that Ms [redacted] decided to add more to her insurance portfolio by procuring an additional policyPlease be advised that when a customer obtains additional coverage, a separate contract will be produced to represent the increased amount.The initial policy, TY [redacted] became effective March 16, with a monthly premium of $Account R [redacted] became effective November 3, with a monthly premium of $20.90.It was mentioned that [redacted] had intended to be the Owner of account R [redacted] Our records show that [redacted] contacted our customer service department on November 3, and obtained additional coverage (R [redacted] B) with our licensed customer service agentThe application was signed electronically by the applicant on November 3, Please be advised that there was no indication of a different owner other than the applicantI have provided a Copy of the application for your review.Additionally Mr [redacted] expressed that [redacted] is..."unable to conduct any type of business for herself." In an effort to protect the security and privacy of the account, if Mr [redacted] can secure a copy of the appointed guardian and/or power of attorney we will be happy to update our records and provide the required transfer of ownership forms to be completed and returned for processingPlease be advised without the aforementioned documentation we are unable to transfer the ownership of the policy to [redacted] .As always our customer service department 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.Hopefully, this resolution and information is found to be satisfactoryWe apologize for any upset this issue may have causedIf I may be of further assistance to you, please feel free to contact me directly at ###-###-####,Sincerely,Sherie S [redacted] Team Leader Policyholder Services
August 17, 2016To 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 [redacted] ***'s concerns regarding an excessive number of solicitations received from Colonial Penn.It is unfortunate that she has encountered an instance that is uncommon for our customer service effortI would like to extend my apologies on behalf of the company.Please rest assure that I have both personally and have had an independent party verify that you are 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 you by having her expectation appear to be much sooner than is possibleWe welcome any opportunity to provide service to him in the futureIf I may be of further assistance to you, please feel free to contact me directly at [redacted] .Sincerely,Sheri S. Team Lead Policyholder Administration
July 24, 2017Dear [redacted] ***: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 [redacted] was issued a whole life insurance policy under policy number [redacted] 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, [redacted] 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 [redacted] 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 [redacted] 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
From: S***, Sherie< [redacted] @colpenn.com>Date: Wed, Mar 22, at 1: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
*Sherie S
*Team LeaderColonial Penn Life InsuranceMarket StPhiladelphia, PA 19181( [redacted] |[redacted] [email protected]
April 26, 2018Dear [redacted] ***,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 [redacted] is completely removed from future mailings being created and printed[redacted] 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 [redacted] If I may be of further assistance to you, please feel free to contact me directly at ###-###-####.Sincerely, Yanisha SCustomer Service Team Leader
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 eachThe 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 formThe form requested was mailed to the address on record ( [redacted] in Spencerville, IN [redacted] ) on March 1, It was unfortunately reported by [redacted] 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 [redacted] 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 [redacted] .Sincerely,Roger L.FLM, ACS, AIAA Manager
[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: [redacted] I am rejecting this response because: When [redacted] 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, [redacted] ***
[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: [redacted] 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
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 eachThe 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 formThe form requested was mailed to the address on record ( [redacted] in Spencerville, IN [redacted] ) on March 1, It was unfortunately reported by [redacted] 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 [redacted] 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 [redacted] Sincerely,Roger LFLM, ACS, AIAA Manager
[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]
November 4, 2016Dear [redacted] ***:I am writing in response to your correspondenceI am happy to be of assistance in your investigation.I have reviewed [redacted] ***'s concerns regarding the mode of payment for his wife, ***'s accountPlease allow me to relay my findingsThe initial premium for this coverage was $due on the coverage effective date, July 28, Because the application received had monthly checked as the present and future mode of payment, this amount was deducted from the $received and the remaining balance was credited toward the subsequent eleven monthsWorking with the assumption that the company would know to switch the mode to annual, the ***'s began to remit $each year thereafter with the intention of paying annually.Once notified by telephone in August 2016, we adjusted the billing mode to annual with the new premium now set at $A courtesy credit of $was immediately issued on October 14, 2016.Although it was not evident as to their intention to pay annually all along, we have decided to Credit the next premium due an additional $The next annually premium is due on July 28, in the amount of $as opposed to the $144.60.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,Roger L.Manager Policyholder Services
May 2, 2018Dear [redacted] ***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 [redacted] ***? was issued a Term life Insurance policy under? policy number [redacted] effective May 19, and paid to February-19, The original? face amount of this policy was $5,The beneficiary of record is [redacted] ***, spouse.We were notified of the death of the insured on January 31, by [redacted] ***,? 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 [redacted] that there would no longer be an? assignment and to process the benefit to the beneficiary of record [redacted] ***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 [redacted] as beneficiary.This completes a review of this matterWe apologize if there was any inconvenience? incurred by [redacted] 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 [redacted] 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, [redacted] 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 [redacted] 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 [redacted] 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 [redacted] contacted our customer service department when applying on the company websiteOur records do not indicate that [redacted] 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 [redacted] 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 [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 satisfactoryOnce again, please extend our apologies to [redacted] 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
[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: [redacted] I am rejecting this response because: When [redacted] 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, [redacted] ***
[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: [redacted] 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, [redacted]
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 [redacted] 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 [redacted] 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 [redacted] ’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
[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]
April 17, 2017To [redacted] ***: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: [redacted] on September 4, 2014 with monthly premium of $19.90 (ultimate death benefit (after first two years $2,086.00)) and [redacted] on March 4, 2017 at $69.65 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 accounts. This is so, as a result of the accounts having been taken out at different points in time. The coverage and premium amounts were based on age at issue. Keeping this in mind, we maintain the accounts separately. We 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 [redacted] for the monthly total due of $89.55 for $8,610.00 ultimate coverage (after first two years in force).Please extend our apologies to [redacted] for any frustration or confusion we may have caused her during or after the sales process. We welcome any opportunity to continue to provide service to her again in the future. Further, it is both our hope and intention not to lose her as a customer. If 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 $69.65. If I may be of further assistance to you, please feel free to contact me directly at ###-###-####.Sincerely,Roger L. Manager Policyholder Services
August 17, 2016To 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 [redacted] ***'s concerns regarding an excessive number of solicitations received from Colonial Penn.It is unfortunate that she has encountered an instance that is uncommon for our customer service effortI would like to extend my apologies on behalf of the company.Please rest assure that I have both personally and have had an independent party verify that you are 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 you by having her expectation appear to be much sooner than is possibleWe welcome any opportunity to provide service to him in the futureIf I may be of further assistance to you, please feel free to contact me directly at [redacted] .Sincerely,Sheri STeam Lead Policyholder Administration
To Whom it May Concern:I am writing in response to the correspondence regarding the above referenced fileI am happy to be of assistance with your inquiry.I have thoroughly reviewed our customer database and found two accounts for insured [redacted] Please allow me to explainOur records indicate that Ms [redacted] decided to add more to her insurance portfolio by procuring an additional policyPlease be advised that when a customer obtains additional coverage, a separate contract will be produced to represent the increased amount.The initial policy, TY [redacted] became effective March 16, with a monthly premium of $Account R [redacted] became effective November 3, with a monthly premium of $20.90.It was mentioned that [redacted] had intended to be the Owner of account R [redacted] Our records show that [redacted] contacted our customer service department on November 3, and obtained additional coverage (R [redacted] B) with our licensed customer service agentThe application was signed electronically by the applicant on November 3, Please be advised that there was no indication of a different owner other than the applicantI have provided a Copy of the application for your review.Additionally Mr [redacted] expressed that [redacted] is..."unable to conduct any type of business for herself." In an effort to protect the security and privacy of the account, if Mr [redacted] can secure a copy of the appointed guardian and/or power of attorney we will be happy to update our records and provide the required transfer of ownership forms to be completed and returned for processingPlease be advised without the aforementioned documentation we are unable to transfer the ownership of the policy to [redacted] .As always our customer service department 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.Hopefully, this resolution and information is found to be satisfactoryWe apologize for any upset this issue may have causedIf I may be of further assistance to you, please feel free to contact me directly at ###-###-####,Sincerely,Sherie S [redacted] Team Leader Policyholder Services
August 17, 2016To 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 [redacted] ***'s concerns regarding an excessive number of solicitations received from Colonial Penn.It is unfortunate that she has encountered an instance that is uncommon for our customer service effortI would like to extend my apologies on behalf of the company.Please rest assure that I have both personally and have had an independent party verify that you are 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 you by having her expectation appear to be much sooner than is possibleWe welcome any opportunity to provide service to him in the futureIf I may be of further assistance to you, please feel free to contact me directly at [redacted] .Sincerely,Sheri S. Team Lead Policyholder Administration
July 24, 2017Dear [redacted] ***: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 [redacted] was issued a whole life insurance policy under policy number [redacted] 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, [redacted] 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 [redacted] 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 [redacted] 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