Navy Mutual Aid Association

[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 It is concerning that it required a Revdex.com complaint for this company to respond to my concern, but an apology has been offered, which is what I requested Regards, [redacted] ***

Good afternoon, I have contacted [redacted] by email and followed up with another phone callI am happy to provide any other information that may help us come to a mutual agreement and resolve this issue Best regards, Elizabeth D [redacted] Director, Policyholder Services

Good afternoon,
I have attmepted to contact *** *** and left him a voicemail with my direct contact informationI will follow up with again later this week, and will provide a response in writing as well
Thank you,
Elizabeth D***
Director,
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 Administratively Resolved]
Complaint: ***
I am rejecting this response because: I will attempt to contact NMAA via phone, which will be difficult during business hours, but I ultimately a written apology, clearly admitting that NMAA mistakenly sent me confidential & personal information about another policyholder, and their steps to prevent future breaches of security and prevent future mistakes of this sort. A phone conversation is a first step, but ultimately will not suffice without written admission of their mistake and a written apology
Regards,
*** ***

By
Electronic Delivery The
Revdex.com of Metro
Washington, D.Cand
Eastern
Pennsylvania
K Street N.W., 10th
FloorWashington,
D.CRe:
Complaint from John
Mroz, ID #*** Ladies
and Gentlemen:Thank
you for the opportunity to reply to the
complaint that the RevDex.com received from *** *** about the Navy Mutual Aid
Association (“Navy Mutual”), your ID #***
*** *** recently applied to Navy Mutual for life insuranceAs is our
standard practice, we administered a physical exam to *** ***That
exam revealed that *** *** had some significant health issuesOur
underwriter carefully evaluated the results of *** ***’s exam and
concluded that, taken together, his overall health rendered him
uninsurable at that time.When
we declined his application, *** *** asked for reconsideration and
provided us with additional lab resultsWe had our outside Medical
Director, a licensed physician, review *** ***’s medical records,
including the lab results that he providedWe also shared them
confidentially with our re-insurerBoth agreed with our conclusion
that *** ***’s medical issues were too severe to allow us to offer
him insurance at our standard ratesIn a good faith effort to meet
*** ***’s needs despite his health issues, however, we offered *** ***, life insurance coverage at a special rate that reflects his
state of healthHe has not accepted our offer.We
also understand that *** *** has been denied coverage by other
insurersWe did not take that fact into account when evaluating his
application, but it supports our own assessment of his health.Navy
Mutual does not discriminate against retired militaryOur mission is
to provide high quality, low cost life insurance exclusively to
military members and their families, and we take pride in insuring
more than 100,lives nationwide, many of them military retirees
We follow industry-standard underwriting practices when evaluating
applicants’ age and alcohol use, and do not decline applicants
based on moderate beer drinking or age aloneWe have explained that
to *** *** on several occasions, but he has refused to accept our
explanations.With
respect to his specific allegations (in italics below):
If I smoke I can get life insurance! But can’t get life insurance
if I drink beer
Navy
Mutual offers insurance to otherwise healthy smokers and beer
drinkers, evaluating each application on its own meritsWe do not
decline applicants for drinking beer
Because I drink beer (moderately) I am discriminated against.Again,
Navy Mutual does not decline applicants for beer or other alcohol
useWe evaluate applications based on overall health as reflected in
the results of physical exams, including laboratory testing
My labs are not that serious and not life threatening.Navy
Mutual’s underwriter and outside Medical Director agreed that *** ***’s physical exam results demonstrated that he was not healthy
enough for us to offer him insurance at standard ratesOur
underwriting practices are the same as those of other life insurers,
and our decision to uprate his coverage was consistent with industry
norms
The company did not use the lab results that I provided.This
statement is inaccurateOur underwriter and Medical Director
evaluated the lab results that *** *** providedWe have informed
*** *** that we took his lab results into account when acting on his
application
The agency discriminates against military retirees and veterans.Navy
Mutual categorically denies this statementWe were formed
specifically to provide insurance to military members and their
immediate families, and are proud to do soTens of thousands of
military retirees and veterans are insured by Navy Mutual
The underwriter offended me by accusing me of being an alcoholic.Navy
Mutual’s underwriter did not accuse *** *** of being an alcoholic
He simply stated that *** ***’s acknowledged alcohol use was
reflected in his lab results
I have provided proof that my GGT has decreased
*** ***’s lab results indicated a decrease in one of the lab markers
that our underwriter consideredHowever, that decrease was not
enough to support approval of life insurance at standard rates
Are all of the company’s clients’ non-drinkers(I don't believe
that)
As
stated above, Navy Mutual offers life insurance to healthy applicants
who use alcohol
My kidney labs are and don't match the CDT results.*** ***’s application was uprated based on our evaluation of his
overall health
Consumer’s
Desired Resolution:Reconsider
for life insurance using my new labs results.As
stated above, after *** *** filed this complaint, we reviewed all of
his information again, including his new lab results, and offered him
coverage at the lowest rate we possibly couldHe has not yet
accepted our offer
Again,
thank you for this opportunity to respond.Sincerely,Bruce
*E***Bruce
** E***President

Thank you for your invitation to respond to this complaint brought against the Navy Mutual Aid AssociationWe value our good reputation, and appreciate this opportunity to reply Like all life insurers, the Navy Mutual Aid Association follows established underwriting guidelines to evaluate
applicants’ health prior to extending an offer of coverageOur underwriting guidelines are consistent with industry best practices and apply to all of our applicants This particular applicant is correct in stating that, under our underwriting guidelines, his history of cancer made him ineligible for coverage for a period of ten yearsWhen we reviewed the medical records that he submitted to us to prove that he had been cancer-free since 2007, we noted a discrepancy in the dates of his medical treatmentThat discrepancy suggested that his cancer treatment had not been completed in 2007, so he still had a brief period to wait before we could consider him for life insurance Since receiving his complaint, we have contacted the applicant and are working with him to offer life insurance coverage at a rate that fairly reflects his medical historyHe is still considering our offer, but we will be happy to insure him should he acceptWe believe that this matter has been fully and satisfactorily resolved

Good afternoon,
I have contacted [redacted] by email and followed up with another phone call. I am happy to provide any other information that may help us come to a mutual agreement and resolve this issue.
Best regards,
Elizabeth D[redacted]
Director, 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.  It is concerning that it required a Revdex.com complaint for this company to respond to my concern, but an apology has been offered, which is what I requested.
Regards,
[redacted]

Review: NMAA erroneously emailed me with another policy holder's information (including their policy number). When I called to report Navy Mutual Aid Association's mistake, the NMAA rep on the phone gave me personal details about the other policy holder. When I attempted to inform the NMAA customer service rep that NMAA had mistakenly sent private, confidential policy holder information to the wrong person, I was told to just "not worry about it" if it didn't apply to me. I asked that the NMAA customer service rep notify the other NMAA policy holder (so that the other person would know that their private information had been compromised by NMAA's mistake), and I was told "don't worry about it" which was a very callous, short-sighted and poor customer service response. I have since contacted NMAA on three separate occasions via their customer service email address regarding this issue, and I have specifically requested a response from NMAA, although I have never received any kind of response from NMAA regarding this issue.Desired Settlement: I wish for Navy Mutual Aid Association (NMAA) to provide me with a written apology clearly accepting and professing responsibility for THEIR mistake in sending private policy holder information to the wrong person. I also want NMAA to provide a written notification and apology to the other NMAA customer involved (the one whose personal information NMAA mistakenly sent to me) so that the other policyholder will know of NMAA's mistake. I want written clarification of steps that have been taken by NMAA to prevent security and data breaches from happening in the future.

Business

Response:

Good afternoon,

I have attmepted to contact [redacted] and left him a voicemail with my direct contact information. I will follow up with again later this week, and will provide a response in writing as well.

Thank you,

Elizabeth D[redacted]

Director, Policyholder Services

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I will attempt to contact NMAA via phone, which will be difficult during business hours, but I ultimately a written apology, clearly admitting that NMAA mistakenly sent me confidential & personal information about another policyholder, and their steps to prevent future breaches of security and prevent future mistakes of this sort. A phone conversation is a first step, but ultimately will not suffice without written admission of their mistake and a written apology.

Regards,

Business

Response:

Good afternoon,

I have contacted [redacted] by email and followed up with another phone call. I am happy to provide any other information that may help us come to a mutual agreement and resolve this issue.

Best regards,

Elizabeth D[redacted]

Director, Policyholder Services

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. It is concerning that it required a Revdex.com complaint for this company to respond to my concern, but an apology has been offered, which is what I requested.

Regards,

Review: I am filing this complaint on behalf of myself and my husband, [redacted]. [redacted]. My husband is a retired US Veteran.We contacted Navy Mutual about life insurance for our family. After a long process we were approved in May. On June 18,2013 I called their 800# ([redacted])because we did not receive June's bill. I was told by the rep ([redacted]) "that I was right the bill was not generated and that sometimes with new policies its a little screwy." She then said she's sending a note to accounting to generate a bill. I told her that I need a bill for both polices, me and my husband. She said we should recieve it regularly starting in July and we should receive June's bill in a few days. She also stated that we were still in the grace period so our policy is fine.On June 27, 2013, I received one bill. Below is the email dialog that took place going forward. Please read from the bottom up. As of today July 15th, I have not heard baRE: NMAA Follow-Up: Payment Needed on your Life Insurance PlanTo see messages related to this one, group messages by conversation.[redacted] ([redacted])Add to contacts[redacted]7/09/13 To: [redacted]Cc: [redacted]Edit profile detailsFrom:[redacted] ([redacted])Sent:Tue 7/09/13 5:11 PMTo: [redacted] ([redacted])Cc: [redacted] ([redacted])Bcc: [redacted] ([redacted],We still did not receive a bill for my husband's policy. What is your supervisor going to do about our problem? Please let your supervisor know that I am prepared to escalate this matter.We are very dissatisfied with this entire process thus far. [redacted] & [redacted]Cell: ([redacted] Home: ([redacted]Fax: [redacted]7/09/13 To: [redacted]Cc: [redacted] From:[redacted] ([redacted])Sent:Tue 7/09/13 9:58 AMTo: [redacted] ([redacted])Cc: [redacted] ([redacted])Good Morning [redacted] and [redacted],Georges Level Term life insurance plan #[redacted] for $250,000.00 / 20 year term has been approved with a premium of $87.05.His plan is paid to 06/16/2013 therefore his plan has not lapsed yet as he is still within the 30-day grace period.My supervisor is aware of the issue and we do sincerely apologize for any inconvenience. Respectfully,[redacted]New Business TechnicianNavy Mutual###-###-####Fax: ###-###-####http://navymutual.org/Navy Mutual Aid[redacted]From: [redacted] [mailto:[redacted]]Sent: Monday, July 08, 2013 10:01 PMTo: [redacted]Cc: [redacted]Subject: RE: NMAA Follow-Up: Payment Needed on your Life Insurance PlanHello [redacted],I am very disappointed with the handling of me and my husbands life insurance policies. On June 18th, I called your 800 # because we did not receive a bill for June. I was told by [redacted], "That sometimes with new policies its a little screwy and bills are not generated." She went on to say that she, "Would send a note to accounting to generate a bill and we should receive it regularly starting in July." I made it very clear that I was calling on me and my husbands policies. She said, "We are still in the grace period so our policy is fine and that we should receive a bill soon." On June 27th, I received a bill for my policy only, not both. Today your email only addressed my policy, what is the status of my husband's policy? Our initial payment of $120.35 was for both policies. Made with you on May 13, 2013. [redacted] $87.05 [redacted] $33.30. Is there a problem? I need this problem addressed and corrected immediately. If there is something needed from us please let me know ASAP. Due of Navy Mutual's error two months premiums are due on both policies. If we had received the bills (on time) they would have been paid on time. This is a major inconvenience!!We are very dissatisfied with this entire process thus far. [redacted] & [redacted]Benefit Plan Numbers: [redacted] & [redacted]: ([redacted]Home: ([redacted]Fax: [redacted]________________________________________From:[redacted]To: [redacted]; [redacted]Subject: NMAA Follow-Up: Payment Needed on your Life Insurance PlanDate: Mon, 8 Jul 2013 19:37:04 +0000Good Afternoon[redacted], Thank you for applying with Navy Mutual Aid Association.Your Level Term life insurance plan #[redacted] for $150,000.00 / 20 year term has been approved with a premium of $16.65.Currently, we have 2 months premium on file which pays your plan from 04/01/2013 (to maintain your issue age) 06/01/2013.A two-month premium payment of $33.30 is due to pay your plan to 08/01/2013.Sincerely,[redacted]New Business TechnicianNavy Mutual###-###-####Fax: ###-###-####http://navymutual.org/Navy Mutual Aid[redacted]ck from Navy Mutual.Desired Settlement: We want our premiums paid by Navy Mutual for June & July because of their billing errors and our bills sent on time every month going forward.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Thank you for assistance and promptness in resolving this complaint.

Regards,

Review: For the past six months my husband and I have have not been able to access information from Navy Mutual about our life insurance policy and I am starting to wonder if they are running a scam. They have technical difficulties that prevent us from establishing online access to the account, and another technical difficulty prevents them from mailing bills to us. The only way we can get information is to call. We have no proof that we have current coverage, and do not know if money is owed or how much unless we call. When we do make payments over the phone we dont get a receipt of payment. Not even an email confirmation. I find it suspicious that technical difficulties lasting for the past 6 months prevent them from providing us with this important information but they have no problems collecting money from us. Every time we call they say they are working on the issues (since January 2013). The last two times they said the case has been escalated and someone will call back but we have yet to receive a call. I even completed a customer service satisfaction survey a few weeks ago and included all this, but still no response. Im tired of the run around and am concerned about the lack of access to the account/policy information. They are collecting money from us but are not providing any documentation or access to the policy. God forbid if something were to happen and we had to file a claim, we dont have anything to prove that we have current coverage or what it is worth. And Im supposed to be reassured when they tell me over the phone that the policy is current.Desired Settlement: Navy Mutual needs to provide us with regular and reliable access to our policy information in the form of online access and mailed statements, bills, and other important documents.

Review: I purchased a term life insurance policy from Navy Mutual in November 2012. I have had to contact Navy Mutual Customer Service repeatedly due to incorrect and a lack of billing statements. I have spoken to Navy Mutual personnel and conveyed my concerns. I do not receive billing statements and must call Navy Mutual to send them out. I have overpaid on my account hoping Navy Mutual will correct the deficiencies in they way they bill customers. My account was PAID IN FULL and I received a lapse notice. I called Navy Mutual and they confirmed my account showed it was lapsed and after checking further the customer service rep confirmed she did not understand and they had received my payments. I have been told by customer service reps at Navy Mutual they have had problems with their billing. It has been over six months and Navy Mutual still cannot get it right. I had a payment due on August 8th 2013 and never received a billing statement. I telephoned Navy Mutual a week prior to the due date and they again advised me they did not know why the bill was not sent out. I was told a bill would be sent immediately. It is now August 12th 2013 and I have still not received a statement. As a consumer I have lost confidence in Navy Mutual's ability to maintain proper records. My fear if something did happen to me, my survivors would be unable to collect on the insurance policy due to lack of proper record keeping in the billing department of Navy Mutual. Navy Mutual never lists a due date on their billing statements, just a comment payment due in 14 days of receipt. I was told by customer service reps over six months ago payments due dates would be listed on future billing statements. Not sure if this has occurred due to the fact Navy Mutual has failed to send out billing statements to me. I have called several times since the first part of August requesting a supervisor to return my call so my concerns can be addressed. As of today I have still not received a return call from Navy Mutual.Desired Settlement: Correct Navy Mutual's billing policy and ensure statements are sent out in a timely manner with due dates clearly listed on the billing statement. Improve customer service and returns calls in a timely fashion.

Consumer

Response:

8/29/13, Complaint has been Resolved. message from [redacted]