Horace Mann Companies

Initial Business Response /* (1000, 5, 2016/06/27) */
Thank you for contacting our company with the concerns expressed by our customer [redacted].
I am pleased to advise the Revdex.com that I had the pleasure of personally speaking to Ms. [redacted] prior to this communication....


On behalf of our company, I would like to apologize to Ms. [redacted] for the delay and undue concern she experienced when her policy cancelled.
As I discussed with Ms. [redacted], the refund check she received is being applied back to the policy and we are reinstating coverage without a lapse. I followed up Friday, June 24, 2016 with Ms. [redacted] leaving her a voicemail message that her policy is now showing an active status while we complete the payment processing.
Ms. [redacted] is a valued customer and this matter does not represent the quality of service that our loyal customer should expect or deserve. We are sharing her experience with the proper management for future training opportunities.
Please let me know if I may be of any further assistance.
Sincerely,
[redacted]
The Horace Mann Companies

Dear Sir or Madam:This is in response to our customers concerns regarding an increase in premium.The auto policy in question has not been impacted by the recent claim. The premium increase is the result of a statewiderate revision implemented by our company and the re-ordering of the customer’s...

credit based insurance tier score. In thestate of Florida, we must re-order the score every thirty-six months. As our customer indicated, the score has changed.The reasons associated with the new score are explained on page three of the renewal declaration page.Additionally, prior to this response, our customer replaced the insured vehicle to a new model vehicle and also changedthe vehicle usage, which further adjusted the premium.If there are any further questions, we encourage our customer to call our Contact Center at 800-999-1030.Sincerely,[redacted] FLMI, ALMI, API, AIS, ACSResolution Case ManagerLaw DivisionThe Horace Mann CompaniesToll Free: 866-999-7471Email: [email protected]

Initial Business Response /* (1000, 5, 2015/08/17) */
Mrs. [redacted] also contacted the State of Tennessee Department of Commerce and Insurance on August 6, 2015. Our response was provided to them this morning and a copy is being provided to you.
August 17, 2015
State of...

Tennessee
Department of Commerce and Insurance
Consumer Insurance Services
[redacted]
Nashville, TN 37243-0574
Attention: [redacted]
Subject: Tracking Number: XXXXX
Complainant: [redacted]
403(b) Contract #XXXXXXXXXX
NAIC #64513 - Horace Mann Life Insurance Company
Dear Mr. [redacted]
Your letter dated August 6, 2015 to [redacted] has been referred to me and I appreciate the opportunity to respond to our client's concerns regarding the transfer of her annuity to TIAA-CREF.
Mrs. [redacted] has stated that multiple requests have been sent to our company trying to transfer her annuity to TIAA-CREF, that the first request was started in January 2015, and that each request is met with delay and new forms to complete.
On August 4, 2015, we received the required information to complete the surrender of this 403(b) contract. We mailed a letter and check #XXXXXXXXXX dated August 5, 2015, payable to TIAA, in the amount of $2,008.26.
To address Mrs. [redacted]'s concerns, we have provided a timeline of events below:
On March 16, 2015, we received a letter from TIAA-CREF dated March 9, 2015, advising of Mrs. [redacted]'s rollover request. With this letter, TIAA-CREF provided a copy of their paperwork signed by Mrs. [redacted] on January 10, 2015. (Attachments A)
On March 16, 2015, we mailed a letter to Mrs. [redacted], and requested the completion of our Horace Mann transfer/exchange/rollover form, a Letter of Acceptance (LOA) from the receiving company, and the approval of the Third Party Administrator (TPA), if required. (Attachment B)
On March 24, 2015, we received a reminder notice from TIAA-CREF dated March 19, 2015.
On April 7, 2015, we received a reminder notice from TIAA-CREF dated April 3, 2015.
On April 16, 2015, we received a reminder notice from TIAA-CREF dated April 13, 2015.
(Attachments C, D, & E)
On [redacted] 18, 2015, we received the transfer/exchange/rollover form signed by Mrs. [redacted] on March 24, 2015. We rejected this form as Mrs. [redacted] identified her Horace Mann 403(b) contract as an IRA and Section G. was not completed and authorized by the employer's plan, Shelby County School District. We mailed Mrs. [redacted] a letter and a new Transfer/exchange/rollover form for completion. We advised that we needed this required information within 40 days of the date of our letter and if not received within that time frame, we will consider the request to be voided, and a new request will be necessary for any further transaction. (Attachments F and G)

On June 1, 2015, we mailed Mrs. [redacted] an updated letter and advised we needed documentation from her employer to support her separation from employment, approval from the employer's plan, and to mark on the form, 403(b) to 403(b) direct rollover. (Attachment H)
On July 6, 2015, we received the form signed by Mrs. [redacted] on June 29, 2014. We mailed Mrs. [redacted] a letter and requested an employer statement indicating her date of severance. (Attachments I & J)
On July 15, 2015, we received a Separation from Service (SFS) letter dated July 13, 2015. (Attachment K)
On July 16, 2015, we mailed Mrs. [redacted] a letter and requested a signed LOA from the new company. (Attachment L).
On July 21, 2015, TIAA-CREF faxed a copy of their LOA dated March 9, 2015. (Attachment M)
On July 23, 2015, we mailed Mrs. [redacted] a letter and again requested the employer's plan approval and asked her to contact the [redacted] School District and also that we needed a current signed LOA from the new company. (Attachment N)
On August 4, 2015, we received a fax from [redacted] Schools which included our transfer/exchange/direct rollover form dated August 3, 2014, that included the authorization of the plan administrator and a copy of the SFS letter dated July 13, 2015. We mailed a letter to Mrs. [redacted] and requested a current signed LOA from the new company and explained that the Horace Mann paperwork shows signed 8/3/2014 not 8/3/2015. (Attachments O & P)
Also on August 4, 2015, we received the requested LOA from TIAA-CREF dated August 4, 2015 and a current dated transfer/exchange/direct rollover form dated August 3, 2015 initialed by Mrs. [redacted]. (Attachments Q)
On August 5, 2015, we mailed a letter and check #XXXXXXXXXX dated August 5, 2015, payable to TIAA, in the amount of $2,008.26. (Attachments R)
Based on our review, we responded promptly and accurately to each of Mrs. [redacted]'s requests. It appears any delays are the result of our company not receiving the properly completed forms and paperwork, as requested in our letters.
If we can be of further assistance, please contact us at XXX-XXX-XXXX or you can email us at [redacted]@horacemann.com.
Sincerely,

[redacted]
Resolution Case Manager
The Horace Mann Companies
Law Division
Toll Free: XXX-XXX-XXXX
Fax: XXX-XXX-XXXX
Email: [redacted]@horacemann.com
Attachments

I am rejecting this response because: when Sean [redacted]t said he wanted to go over my options after I requested to cancel the policy, I told him no and I just wanted to cancel. He did not honor my request.

Dear Sir or Madam:Your correspondence dated January 25, 2017 has been referred t my attention. thank you for contacting us.Under separate correspondence, also on January 25, 2017, our company received the same complaint from our customer. We responded directly to our customer offering an agreeable...

resolution.Please contact me if you have any further questions or concerns.Sincerely,Angela De Vault FLMI, ALMI, API, AIS, ACSResolution Case ManagerLaw DivisionThe Horace Mann CompaniesToll Free: 866-999-7471, ext. 2313Email: [email protected]

Initial Business Response /* (1000, 6, 2015/10/28) */
Revdex.com
Attention: Dispute Resolution Department
Complaint Case #: XXXXXXXX
Consumer: Mrs. [redacted]
Subject: Life policy insuring [redacted]

Your correspondence dated October 21, 2015, has been...

referred to me and I appreciate the opportunity to respond to Mrs. [redacted]'s concerns related to the life policy insuring her father, [redacted].
Mrs. [redacted] states that she has mailed and faxed our company Power of Attorney documents and signed requests to cancel the life policy. I want to thank Mrs. [redacted] for her patience and understanding in this matter.
Our review shows that on October 16, 2015, we received a copy of the Power of Attorney (POA) documents faxed to our company by Mrs. [redacted]. However, no cancellation letter was received with the POA document.
On Monday, October 26, 2015, we received a copy of the POA documents and a cancellation letter dated October 2, 2015 signed by [redacted].
We are completing the surrender processing of the life policy effective October 9, 2015, and three checks will be mailed. We will mail a check for the whole life cash value, a premium refund check, and a check for the policy account value.
Please do not hesitate to contact me if I can be of further assistance.
Sincerely,

[redacted]
Resolution Case Manager
The Horace Mann Companies
Law Division
Toll Free: XXX-XXX-XXXX
Fax: XXX-XXX-XXXX
Email: [redacted]@horacemann.com
Initial Consumer Rebuttal /* (2000, 8, 2015/10/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After a delay, which lasted way too long, Horace Mann is refunding the accumulated value of my father's life insurance to him. They have done what I asked on behalf of my father, [redacted]
While I am satisfied with the resolution, I would still give this business a very low rating.
[redacted] A. [redacted]

Our company is also in receipt of this same correspondence.  We are communicating with our insured directly.

I am rejecting this response because: the reason the company gave is not acceptable.

Took my car to this shop for an estimate. Told the guy straight out that I wanted an estimate excluding insurance. When I arrived the first question the fellow ask was "What Insurance company do you have". I told him but stated that I had a [redacted] deductible and wanted a quote without the insurance. I hit a deer on the right front of my car and broke the glass and turn signal and bent the bumper. I had the light covered with a clear plastic and duct tape. Immediately upon looking at it he said, "this is more than $1000 for sure". I ask didn't he want to take the tape off, and maybe also have a look under the hood etc and he said no. Got the information and the estimate came to $ [redacted] The [redacted] would be billed to my insurance, which I had ask not to be considered! I was floored and stated that the light did not need to be replaced just the outside glass. Once again I reminded him that I had ask for an estimate excluding the insurance. His attitude was very indifferent and somewhat condescending. He made me feel that because I am a woman, I do not know anything about my car. I take very good care of my car and make sure the maintenance is always on schedule, oil changed, tires rotated, new tires if needed etc. I RESENT it when a dealership starts singing "I'M IN THE MONEY"! when they see a woman walk in! I will not recommend this business to anyone, ever!

On December 19, 2017, our company received written correspondence from our customer pertaining to this matter.  On December 20, 2017 we responded explaining our business decision and the action necessary for Ms. [redacted] to complete in order for us to consider continuing the...

homeowner's coverage.  To date, we have not received the requested verifiable documentation.  We will accept the requested documentation up to the date of February 1, 2018.  Ms. Martell is welcome to contact us if she has any further questions.  Sincerely,  [redacted]Resolution Case ManagerHorace Mann Companies

Initial Business Response /* (1000, 5, 2015/07/15) */
Revdex.com of Central Illinois, Inc.
Subject: Complaint Case # XXXXXXXX
Consumer: [redacted]
Property policy #XX-XXXXXXXXX, location: [redacted] Fredericksburg, VA
Your...

correspondence, dated July 9, 2015, has been referred to me and I appreciate the opportunity to respond to Mr. [redacted]'s concerns.
It is always our intention to provide the best possible service to our customers and I regret that Mr. [redacted] did not receive the level of service that he expected. I have shared his experience with all appropriate management.
We have rectified our mistake and we have contacted Mr. [redacted] with our apologies for the concerns we caused him. We have re-written the property application and he will receive the new policy at the premium initially quoted.
We thank Mr. [redacted] for sharing his concerns. He is a valued Horace Mann customer and his business is very important to us. If he has any questions or concerns, he can contact me at XXX-XXX-XXXX or by email at [redacted].
Sincerely,

[redacted]
Resolution Case Manager
The Horace Mann Companies
Law Division
Toll Free: XXX-XXX-XXXX

May 25, 2017Revdex.comServing Central IllinoisHeart of Illinois Revdex.com8100 N UniversityPeoria, IL 61615Subject: ID #: 12165668[redacted]Auto policies: #[redacted] – 2012 Hyundai Accent#[redacted] – 2009 Honda FitProperty policy: #[redacted], location: [redacted]...

[redacted] 22551Dear Dispute Resolution Department,sYour letter, dated May 19, 2017, has been referred to my attention. Thank you for allowing me the opportunity torespond on behalf of the company.Mr. [redacted] also contacted our company directly on May 19, 2017 regarding his property policy #[redacted]and I have enclosed a copy of our response. We are unable to return any premium on this property policy as nopremium has been received to date. The policy canceled for nonpayment effective May 14, 2016.Mr. [redacted] called our Contact Center representative on May 24, 2017 and requested his auto policies #45-82505410 and #[redacted] canceled effective May 27, 2017. Mr. [redacted] will receive confirmation of hisrequest along with any refunds due to him under separate cover.If you have any further questions, you may reach me at 866-999-7471, or by email [email protected],[redacted], ALMI, AINS, ACSResolution Case ManagerLaw DivisionThe Horace Mann CompaniesToll Free 866-999-7471Email [email protected]

Review: Purchased home owner's insurance for the purchase of a new house back in January 2013. Since that time the mortgage company keeps informing us that we "do not have homeowners insurance coverage". Upon initial contact from mortgage company about this issue, I investigated and found out that the check sent to agent at closing was not cashed. Contacted agent and he stated that he had "just" received the check some 2 most later in a tattered condition but told us that we did have coverage. He then cashed the check but did not submit a copy of said insurance policy to mortgage company. This led to a going in circles communication with agent without a policy having been supplied to mortgage company to date April 2013. We keep contacting agent who keeps saying we have coverage and this back and forth issue has been going on for 4 months now. Tried to file a claim for sewage over flow of basement and told the policy number was invalid. So this in my opinion is insurance fraud and we want the money paid at closing for this non-existent policy returned immediately. We intend to file charges if that money is not returned so that we can purchase a homeowners policy. Due to this man's fraud our mortgage company now threatens us with an enforced policy which will only cover the house but not any of the personal contents within the house.Desired Settlement: Want are our money returned. No longer want to have any dealings with [redacted] or his agency ever again.

Consumer

Response:

From: [redacted]

Date: Thu, May 2, 2013 at 7:40 AM

Subject: RE: Revdex.com Complaint Submission

To: [email protected]

Complaint #[redacted]

To whom it may concern,

I want to inform you that my complaint has been resolved. There is no

need to contact the company. The check in question was cancelled so I

will not be getting insurance from this agency and am free to look

elsewhere.

I do appreciate your forum for complaint resolution but as I stated I

have settled the situation.

Please let me know that you'be received this message and have ceased

any contact with the company on my behave. It was a situation that

all parties concerned want t forget and move on.

Thank you

Than you,

________________________________

From: [email protected]

To: [redacted]

Subject: Revdex.com Complaint Submission

Date: Tue, 30 Apr 2013 18:54:31 +0000

Thank you for submitting your complaint to us.

The Revdex.com that will process your complaint is:

Revdex.com serving Metro Washington DC & Eastern Pennsylvania

1411 K St. NW, 10th Floor

Washington, DC 20005-3404

Phone: (202)393-8000

Fax: (202)393-1198

Email Address: [email protected]

Website: www.myRevdex.com.org

You will hear from this Revdex.com soon regarding your complaint.

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