I am writing in response to the above referenced file. I am happy to be of assistance in your investigation.
it is unfortunate that Ms. [redacted] encountered an instance that is uncommon for our normal customer service effort. Our customers are the core of our business and I appreciate...
you bringing this matter to my attention on behalf of your father [redacted].I have reviewed Ms. [redacted]'s concerns regarding the policy conversion provisions and applicable premium rate. There seems to be a misunderstanding of the specified premium required to implement the provisions that the contract provides. Please allow me to clarify.
The contract that Mr. [redacted] applied for was a 5 year Renewable Term Life Insurance (FT2847808B) to age 80 with coverage beginning on April 7, 2002. According to the contractual agreement "The coverage will end on the Expiry Date on the Policy Schedule..."
Our records indicate that our customer service department was contacted on December 31, 2015 and January 27, 2016 regarding the conversion rate for the simplified whole life policy. It was mentioned that the premium amounts that were provided ($181.95 and $158.40) were inconsistent with the correspondence dated January 16, 2016 which provided a monthly premium of $63.60. Please accept my apologies on behalf of the company for any confusion experienced during the course of the explanation.
I have confirmed with our conversion department the Mr. [redacted]'s conversion application was received on February 9, 2016 and successfully processed with a monthly premium rate of $63.60. Given your interest in a quarterly premium, our company provides a premium discount in the amount of $5.40 ($190.80-$5.40 =$185.40) Therefore, the quarterly premium for the new whole life policy is $185.40.
Please be advised that I have personally addressed this matter with both representatives and their direct supervisors. This matter has been duly noted in their files and corrective training has been administered. Our customers are the core of our business and I appreciate you bringing this matter to my attention. Our representatives are trained to understand the needs of our customers, help to resolve their concerns and provide accurate policy information.
To date the Simplified Whole Life Insurance policy (AL20453839) became effective February 7, 2016 and is currently paid until May 7, 2016. Additionally, there is a credit in the amount of $38.60 on the account. If you desire to have this premium refunded or applied toward the next premium please contact me and I will process it accordingly.
Once again, we apologize for any inconvenience this matter may have caused. Hopefully, this resolution and information is found to be satisfactory. If I may be of further assistance, please free free to contact me directly at 215-928-6760.
Sherie S[redacted]
Team Lead
ss[redacted]@colpenn.com
Keeping policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access...
to policy information to the owner of the policy. We are allowed to disclose information only as authorized in writing by the policy owner, or as otherwise permitted by law. Because we have not received written authorization from the policy owner to disclose information to you, we cannot provide you any information on the policy. Thus, your request for information will be addressed directly with the policy owner. If you have any questions, please call the Client Service Center at the number above, Monday through Friday from 8:00 AM to 5:00 PM Central Time. Sincerely, Client Services
This letter is in response to your correspondence dated and received in our office August 30, 2016. Thank you for allowing us the opportunity to address this matter.
We have communicated directly with Ms. [redacted], addressing her concerns. Ms. [redacted] has been advised that the policy...
is no longer being administered by Conseco Life Insurance Company, and that all inquiries for this policy should be made to [redacted] Inc., at [redacted].We want to assure you our continued commitment to provide the best possible customer service. If you have any questions, or if we may provide any further assistance, you may contact our customer service department at 800-541-2254.
Sincerely,
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,
[redacted] The case # [redacted] has not been resolved. Conseco is still denied coverage for my chemo. They are claiming that my chemo/tumor management Rx Sandostatin LAR is not a chemo/tumor management medicine. It is an approved chemo/tumor management medicine for Carcinoid Cancer. All cancers are different and different tumor management meds are unique to the cancers.
I have experienced nothing but trouble from Conseco since I was diagnosed with cancer. The previous 17 years they were happy to take my money every month, but heaven forbid submit a claim. Now nothing is covered under the policy.
This serves to respond to your letter dated December 11, 2014 with respect to the above referenced matter.
style='FONT-SIZE: 12pt; FONT-FAMILY: "Arial Narrow", sans-serif'>Our records indicate that [redacted] was issued 2 whole Life insurance policies with Bankers Conseco Life.
Policy [redacted] was issued with an effective date of March 1, 1989 for a face amount of $1521.00. Policy [redacted] was issued with an effective date of September 1, 1989 for a face amount of $1572.00. This coverage is Whole Life Insurance and premiums are payable to age 100. This policy is non-participating. The fact that there was more premium paid for the coverage has no bearing on the face amount of the death benefit that was due.
It is correct that the premium paid on this life insurance coverage exceeds the policy face amount. While we can empathize with your concern in this matter, life insurance is not the same as a savings account wherein all deposits accrue to the sole benefit of one individual. Rather, the benefits derived from life insurance are in inverse proportion to one's longevity. Premiums are used to pay the claims for all insured's, whether coverage has been in force for one month, one year, five years etcetera. Please be assured that we pay many such claims. While it is impossible to predict the actual time of death for any. individual, we do know that some people will pass away before premiums exceed the death benefit. Conversely, we are likewise aware that some will pay more in premium than their beneficiary will receive. Such is the nature of life insurance specifically and of all insurance in general.
Further, please consider that unlike other insurance, a payment of some value was assured under this policy; whether in the form of the death benefit when the Insured passed away, or the cash surrender value if coverage terminated during the insured's lifetime. Term life insurance contracts, on the other hand, only pay a benefitif death occurs within a defined period, which typically ends well before age 90. Automobile and homeowner insurance only become payable in response to a covered loss. In both of these scenarios, there is no assured "return" on one's premiums.
Once again, I can certainly understand your concern but the benefit paid to Ms. [redacted] as the beneficiary in the amount of $1546,80 and $1572.32 representing the proceeds of the policies is correct. There are no additional benefits due.
I hope that this explanation is helpful to you in understanding how we considered this claim. Should you have any questions please contact me at 215-928-[redacted].
Sincerely,
[redacted] FLMI, ACS
Manager, Life Claims Department%3
This letter is in response to your correspondence received in our office on March 16, 2015, concerning the above-referenced policy numbers. Thank you for allowing us the opportunity to address this...
matter. Policyholder's information is considered to be confidential; therefore, we require an authorization to release this information to you. We mailed correspondence directly to [redacted] on April 6, 2015 addressing his concerns. We want to assure you of our continued commitment to provide the best possible customer service. If you have any questions, or if we may provide any further assistance, you may contact our customer service department by dialing (800) 541-2254. Sincerely,
Kimberly H[redacted]
Consumer Relations
mso-bidi-font-size: 11.0pt;'>This letter is in response to your correspondence dated and received August 27, 2014, concerning the above-referenced ID Number. Thank you for allowing us the opportunity to address this matter,
We have responded directly Mr. [redacted] regarding his concerns.
We want to assure you of our continued commitment to provide the best possible customer service. If you have any questions, or if we may be of further assistance, you may contact me directly by calling (317) 817-[redacted] or by fax by dialing (317) 817-6543.
Sincerely,
[redacted] Consumer Relations
This letter is in response to your correspondence dated and received on December 1, 2014, regarding the above-referenced policy number.Thank you for allowing us the opportunity to...
address this matter.
In your correspondence you requested information regarding the above reference complainant. [redacted] information is considered to be confidential; therefore, we require an authorization to release this information to you. We mailed correspondence directly to [redacted] on December 23, 2014 addressing her concerns.
We want to assure you of our continued commitment to provide the best possible customer service. If you have any questions, or if we may provide any further assistance, you may contact our customer service department by dialing (800) 541-2254.
Sincerely,
[redacted]
Roman"'>This letter is in response to your correspondence dated and received July 31, 2014, concerning the above-referenced ID Number. Thank you for allowing us the opportunity to address this matter.
We have responded directly Mr. [redacted] regarding his concerns.
We want to assure you of our continued commitment to provide the best possible customer service. If you have any questions, or if we may be of further assistance, you may contact me directly by calling (317) 817-[redacted] or by fax by dialing (317) 817-6543.
Sincerely,
[redacted] Consumer Relations
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,
[redacted]I am not in agreement with the outcome of my initial complaint. Conseco life insurance kept billing an additional $800 and I kept paying them more than what the policy wAs worth which forced me to swallow my pride and go from door to door to collect monies to bury my loving mother. When I contacted them they stated that I would have to take the loss of the additional monies or withdraw all the monies n get penalized. It is in my opinion that Conseco should have paid out every cent I paid into my mothers policies which totaled over $3000 give or take a little. Initially I wanted this issue resolved I now feel I should be reimbursed my monies in its entirety. I would greatly appreciate it if the Revdex.com would be able to assist me in getting reimbursed the $800 additional that I pay Canseco. This issue is not been resolved to my approval.
thank you kindly
We are writing to confirm your recent letter in which you expressed a grievance regarding the above referenced policy. We are currently reviewing this matter and gathering appropriate information. As soon as this process is complete, we will correspond with you again. Thank you for bringing your...
concerns to our attention.If you have any questions, please call Client Service Center at the number above, Monday through Friday from 8:00 AM to 5:00 PM Central Time.
Sincerely,
Client Services
I am writing in response to the above referenced file. I am happy to be of assistance in your investigation.
it is unfortunate that Ms. [redacted] encountered an instance that is uncommon for our normal customer service effort. Our customers are the core of our business and I appreciate...
you bringing this matter to my attention on behalf of your father [redacted].I have reviewed Ms. [redacted]'s concerns regarding the policy conversion provisions and applicable premium rate. There seems to be a misunderstanding of the specified premium required to implement the provisions that the contract provides. Please allow me to clarify.
The contract that Mr. [redacted] applied for was a 5 year Renewable Term Life Insurance (FT2847808B) to age 80 with coverage beginning on April 7, 2002. According to the contractual agreement "The coverage will end on the Expiry Date on the Policy Schedule..."
Our records indicate that our customer service department was contacted on December 31, 2015 and January 27, 2016 regarding the conversion rate for the simplified whole life policy. It was mentioned that the premium amounts that were provided ($181.95 and $158.40) were inconsistent with the correspondence dated January 16, 2016 which provided a monthly premium of $63.60. Please accept my apologies on behalf of the company for any confusion experienced during the course of the explanation.
I have confirmed with our conversion department the Mr. [redacted]'s conversion application was received on February 9, 2016 and successfully processed with a monthly premium rate of $63.60. Given your interest in a quarterly premium, our company provides a premium discount in the amount of $5.40 ($190.80-$5.40 =$185.40) Therefore, the quarterly premium for the new whole life policy is $185.40.
Please be advised that I have personally addressed this matter with both representatives and their direct supervisors. This matter has been duly noted in their files and corrective training has been administered. Our customers are the core of our business and I appreciate you bringing this matter to my attention. Our representatives are trained to understand the needs of our customers, help to resolve their concerns and provide accurate policy information.
To date the Simplified Whole Life Insurance policy (AL20453839) became effective February 7, 2016 and is currently paid until May 7, 2016. Additionally, there is a credit in the amount of $38.60 on the account. If you desire to have this premium refunded or applied toward the next premium please contact me and I will process it accordingly.
Once again, we apologize for any inconvenience this matter may have caused. Hopefully, this resolution and information is found to be satisfactory. If I may be of further assistance, please free free to contact me directly at 215-928-6760.
Sherie S[redacted]
Team Lead
ss[redacted]@colpenn.com
Keeping policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access...
to policy information to the owner of the policy. We are allowed to disclose information only as authorized in writing by the policy owner, or as otherwise permitted by law. Because we have not received written authorization from the policy owner to disclose information to you, we cannot provide you any information on the policy. Thus, your request for information will be addressed directly with the policy owner. If you have any questions, please call the Client Service Center at the number above, Monday through Friday from 8:00 AM to 5:00 PM Central Time. Sincerely, Client Services
This letter is in response to your correspondence dated and received in our office August 30, 2016. Thank you for allowing us the opportunity to address this matter.
We have communicated directly with Ms. [redacted], addressing her concerns. Ms. [redacted] has been advised that the policy...
is no longer being administered by Conseco Life Insurance Company, and that all inquiries for this policy should be made to [redacted] Inc., at [redacted].We want to assure you our continued commitment to provide the best possible customer service. If you have any questions, or if we may provide any further assistance, you may contact our customer service department at 800-541-2254.
Sincerely,
Michael C[redacted]
Consumer Reltions
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,
[redacted] The case # [redacted] has not been resolved. Conseco is still denied coverage for my chemo. They are claiming that my chemo/tumor management Rx Sandostatin LAR is not a chemo/tumor management medicine. It is an approved chemo/tumor management medicine for Carcinoid Cancer. All cancers are different and different tumor management meds are unique to the cancers.
I have experienced nothing but trouble from Conseco since I was diagnosed with cancer. The previous 17 years they were happy to take my money every month, but heaven forbid submit a claim. Now nothing is covered under the policy.
[redacted]
This serves to respond to your letter dated December 11, 2014 with respect to the above referenced matter.
style='FONT-SIZE: 12pt; FONT-FAMILY: "Arial Narrow", sans-serif'>Our records indicate that [redacted] was issued 2 whole Life insurance policies with Bankers Conseco Life.
Policy [redacted] was issued with an effective date of March 1, 1989 for a face amount of $1521.00. Policy [redacted] was issued with an effective date of September 1, 1989 for a face amount of $1572.00. This coverage is Whole Life Insurance and premiums are payable to age 100. This policy is non-participating. The fact that there was more premium paid for the coverage has no bearing on the face amount of the death benefit that was due.
It is correct that the premium paid on this life insurance coverage exceeds the policy face amount. While we can empathize with your concern in this matter, life insurance is not the same as a savings account wherein all deposits accrue to the sole benefit of one individual. Rather, the benefits derived from life insurance are in inverse proportion to one's longevity. Premiums are used to pay the claims for all insured's, whether coverage has been in force for one month, one year, five years etcetera. Please be assured that we pay many such claims. While it is impossible to predict the actual time of death for any. individual, we do know that some people will pass away before premiums exceed the death benefit. Conversely, we are likewise aware that some will pay more in premium than their beneficiary will receive. Such is the nature of life insurance specifically and of all insurance in general.
Further, please consider that unlike other insurance, a payment of some value was assured under this policy; whether in the form of the death benefit when the Insured passed away, or the cash surrender value if coverage terminated during the insured's lifetime. Term life insurance contracts, on the other hand, only pay a benefitif death occurs within a defined period, which typically ends well before age 90. Automobile and homeowner insurance only become payable in response to a covered loss. In both of these scenarios, there is no assured "return" on one's premiums.
Once again, I can certainly understand your concern but the benefit paid to Ms. [redacted] as the beneficiary in the amount of $1546,80 and $1572.32 representing the proceeds of the policies is correct. There are no additional benefits due.
I hope that this explanation is helpful to you in understanding how we considered this claim. Should you have any questions please contact me at 215-928-[redacted].
Sincerely,
[redacted] FLMI, ACS
Manager, Life Claims Department%3
This letter is in response to your correspondence received in our office on March 16, 2015, concerning the above-referenced policy numbers. Thank you for allowing us the opportunity to address this...
matter. Policyholder's information is considered to be confidential; therefore, we require an authorization to release this information to you. We mailed correspondence directly to [redacted] on April 6, 2015 addressing his concerns. We want to assure you of our continued commitment to provide the best possible customer service. If you have any questions, or if we may provide any further assistance, you may contact our customer service department by dialing (800) 541-2254. Sincerely,
Kimberly H[redacted]
Consumer Relations
mso-bidi-font-size: 11.0pt;'>This letter is in response to your correspondence dated and received August 27, 2014, concerning the above-referenced ID Number. Thank you for allowing us the opportunity to address this matter,
We have responded directly Mr. [redacted] regarding his concerns.
We want to assure you of our continued commitment to provide the best possible customer service. If you have any questions, or if we may be of further assistance, you may contact me directly by calling (317) 817-[redacted] or by fax by dialing (317) 817-6543.
Sincerely,
[redacted] Consumer Relations
This letter is in response to your correspondence dated and received on December 1, 2014, regarding the above-referenced policy number.Thank you for allowing us the opportunity to...
address this matter.
In your correspondence you requested information regarding the above reference complainant. [redacted] information is considered to be confidential; therefore, we require an authorization to release this information to you. We mailed correspondence directly to [redacted] on December 23, 2014 addressing her concerns.
We want to assure you of our continued commitment to provide the best possible customer service. If you have any questions, or if we may provide any further assistance, you may contact our customer service department by dialing (800) 541-2254.
Sincerely,
[redacted]
Roman"'>This letter is in response to your correspondence dated and received July 31, 2014, concerning the above-referenced ID Number. Thank you for allowing us the opportunity to address this matter.
We have responded directly Mr. [redacted] regarding his concerns.
We want to assure you of our continued commitment to provide the best possible customer service. If you have any questions, or if we may be of further assistance, you may contact me directly by calling (317) 817-[redacted] or by fax by dialing (317) 817-6543.
Sincerely,
[redacted] Consumer Relations
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,
[redacted]I am not in agreement with the outcome of my initial complaint. Conseco life insurance kept billing an additional $800 and I kept paying them more than what the policy wAs worth which forced me to swallow my pride and go from door to door to collect monies to bury my loving mother. When I contacted them they stated that I would have to take the loss of the additional monies or withdraw all the monies n get penalized. It is in my opinion that Conseco should have paid out every cent I paid into my mothers policies which totaled over $3000 give or take a little. Initially I wanted this issue resolved I now feel I should be reimbursed my monies in its entirety. I would greatly appreciate it if the Revdex.com would be able to assist me in getting reimbursed the $800 additional that I pay Canseco. This issue is not been resolved to my approval.
thank you kindly
[redacted]
We are writing to confirm your recent letter in which you expressed a grievance regarding the above referenced policy. We are currently reviewing this matter and gathering appropriate information. As soon as this process is complete, we will correspond with you again. Thank you for bringing your...
concerns to our attention.If you have any questions, please call Client Service Center at the number above, Monday through Friday from 8:00 AM to 5:00 PM Central Time.
Sincerely,
Client Services