Paintastic

We have received your correspondence and appreciate the opportunity to respond We have attempted to obtain a statement from our agent, [redacted] but were unable to do soWe believe that he is gravely ill and may have passed away.We have spoken to Ms [redacted] regarding her complaint She gave us the name and address of the facility that her mother, [redacted] resides in We attempted to contact the facility to see what level of care they provide so that we may determine the possibility of reinstating the policy The administrator at the [redacted] said that Ms [redacted] was not currently in residence and the facility was under new management as of July I, We have left two messages (January and 14) for Ms [redacted] that have not been returned.We hope this information has been helpful to you and that you find we have acted in a fair and responsible manner Please contact us if you have any questions, or require further information

We received your letter on October 6, and appreciate the opportunity to respond to this matterLincoln Heritage Life Insurance Company does not have any licensed insurance agents in Washington stateWhen we receive a request for coverage from a resident of Washington they are sent a direct mail offerA direct mail offer was sent most recently to [redacted] on 6/2/and 9/15/and to [redacted] on 9/30/Included with this response is a sample of the direct mail offerThe direct mail offer rate table indicates the maximum age for coverage for a male is age and for a female it is age Since Mr [redacted] is he would not qualify for our coverageWe hope this information assists in resolving the matterIf we can be of further assistance please let us knowI can be reached at ###-###-#### or via email at [redacted]

Please see attached

We received your letter of January 13, along with Ms [redacted] responseShe states “I will have to wait until I am sure that I will not receive any correspondence re: funeral planningWhen I am satisfied that I am truly off ALL the mailing list, I would be happy to accept this response.”As explained in our letter of January 13th we have confirmation that her name and address have been removed from our vendor’s mailing listWe cannot guarantee that she will not receive mailers sent by other vendors representing other insurance companies.I can be reached by email at [redacted] or by phone at our toll free number ###-###-####

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 I have been checking my phone in mail daily waiting on a response so that's hard for me to believeI guess they are waiting on my mom to pass also.I explain to them she was no longer there its other ways of finding out information if are really sincere Regards, [redacted]

We have received your correspondence and appreciate the opportunity to respond TheNAIC number for Lincoln Heritage Life Insurance Company is ***.We have spoken with [redacted] numerous times and were attempting to accommodate her request for an agent to come to her home even though her request is easily accomplished with a simple form by mail A copy of the form is attached She has already reduced her policy once and wants to do so again However, the writing agent is unable to meet with her before the holidays as [redacted] demands She has called our office times in the past month She is extremely abusive and usually ends up hanging up on our customer service representative.I personally called [redacted] yesterday and left a message for her to call me so we could try to resolve this situation She called me back this morning and we spoke for about minutes I thought we were making progressI had told her I would not be able to have an agent out to see her before the holidays but her agent had agreed to meet with her shortly after I also offered to give her all of her options by phone and walk her through the document required to make the change She ended up hanging up on meI went into a meeting and she called our customer service department times over two hours She spoke to different representatives and was abusive to each one of them Each representative and manager has attempted to provide her with a high level of customer service Unfortunately, I do not think [redacted] can be reasoned with.We hope this information has been helpful to you and that you find we have acted in a fair and responsible manner Please contact us if you have any questions, or require further information

We have received your correspondence and appreciate the opportunity to respond TheNAIC number for Lincoln Heritage Life Insurance Company is ***.Enclosed please find a copy of our letter and check to the above policyholder All premiums paid have been refunded as requested by the
customer We apologize for the delay in processing the refund.We hope this information has been helpful to you and that you find we have acted in a fair and responsible manner Please contact us if you have any questions, or require further information

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.
It is not that I am not satisfied.  I will have to wait until I am sure that I will not receive any correspondence re:  funeral planning. When I am satisfied that I am truly off ALL the mailing list, I would be happy to accept this response. Having requested they remove my name from the mailing list several times and being ignored, I am not so sure this has been done. Only time will tell. 
Regards,[redacted]

Revdex.com [redacted] 
[redacted] RE: Complaint ID[redacted] Dear Sir or Madam: We received your letter of October 20, 2014 along with [redacted] customer complaint. We appreciate the opportunity to respond to this...

matter. We use a mailing list provided by a vendor and have removed [redacted] name from this list. According to our records, she has responded twice to our mailings; we received one on 5/20/2014 and one on 10/06/2014. An agent was given the first response to follow up. The second response has been discarded. Please find attached the confirmation showing her record has been removed from the mailing list. I can be reached by email at [redacted] or by phone at our toll free number [redacted]. Sincerely, [redacted] Manager/Compliance Department

We have received your correspondence and appreciate the opportunity to respond.  TheNAIC number for Lincoln Heritage Life Insurance Company is [redacted].We have spoken with [redacted] numerous times and were attempting to accommodate her request for an agent to come to her home even though...

her request is easily accomplished with a simple form by mail.  A copy of the form is attached.  She has already reduced her policy once and wants to do so again.  However, the writing agent is unable to meet with her before the holidays as [redacted] demands.  She has called our office 40 times in the past month.  She is extremely abusive and usually ends up hanging up on our customer service representative.I personally called [redacted] yesterday and left a message for her to call me so we could try to resolve this situation.  She called me back this morning and we spoke for about 20 minutes.  I thought we were making progress. I had told her I would not be able to have an agent out to see her before the holidays but her agent had agreed to meet with her shortly after.  I also offered to give her all of her options by phone and walk her through the document required to make the change.  She ended up hanging up on me. I went into a meeting and she called our customer service department 16 times over two hours.  She spoke to 14 different representatives  and was abusive to each one of them.  Each representative and manager has attempted to provide her with a high level of customer service.  Unfortunately,  I do not think [redacted] can be reasoned with.We hope this information has been helpful to you and that you find we have acted in a fair and responsible manner.  Please contact us if you have any questions, or require further information.

We received your letter of January 13, 2015 along with Ms. [redacted] response. She states “I will have to wait until I am sure that I will not receive any correspondence re: funeral planning. When I am satisfied that I am truly off ALL the mailing list, I would be happy to accept this response.”As explained in our letter of January 13th we have confirmation that her name and address have been removed from our vendor’s mailing list. We cannot guarantee that she will not receive mailers sent by other vendors representing other insurance companies.I can be reached by email at [redacted] or by phone at our toll free number ###-###-####.

We received your letter of January 9, 2015 along with Ms. [redacted] customer complaint. We appreciate the opportunity to respond to this matter.We use a mailing list provided by a vendor and have removed Ms. [redacted] name from this list. This was done on January 9th, the same day we received...

your correspondence.Please find attached the confirmation showing her record has been removed from the mailing list.I can be reached by email at [redacted] or by phone at our toll free number ###-###-####

We received your letter on October 6, 2014 and appreciate the opportunity to respond to this matter. Lincoln Heritage Life Insurance Company does not have any licensed insurance agents in Washington state. When we receive a request for coverage from a resident of Washington they are...

sent a direct mail offer. A direct mail offer was sent most recently to [redacted] on 6/2/2014 and 9/15/2014 and to [redacted] on 9/30/2014. Included with this response is a sample of the direct mail offer. The direct mail offer rate table indicates the maximum age for coverage for a male is age 65 and for a female it is age 70. Since Mr. [redacted] is 82 he would not qualify for our coverage. We hope this information assists in resolving the matter. If we can be of further assistance please let us know. I can be reached at ###-###-#### or via email at [redacted].

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.
I have been checking my phone in mail daily waiting on a response so that's hard for me to believe. I guess they are waiting on my mom to pass also.I explain to them she was no longer there its other ways of finding out information if are really sincere
Regards,
[redacted]

We have received your correspondence and appreciate the opportunity to respond.  We have attempted to obtain a statement from our agent, [redacted] but were unable to do so. We believe that he is gravely ill and may have passed away.We have spoken to Ms. [redacted] regarding her complaint....

 She gave us the name and address of the facility that her mother, [redacted] resides in.  We attempted to contact the facility to see what level of care they provide so that we may determine the possibility of reinstating the policy.  The administrator at the [redacted] said that Ms. [redacted] was not currently in residence and the facility was under new management as of July I, 2014.  We have left two messages (January 9 and 14) for Ms. [redacted] that have not been returned.We hope this information has been helpful to you and that you find we have acted in a fair and responsible manner.  Please contact us if you have any questions, or require further information.

We have received your additional correspondence and appreciate the opportunity to respond. We were just notified today that our agent, [redacted], in fact has passed away.  I called and spoke to Ms. [redacted] today regarding her complaint. I did not want to have her fill out paperwork to apply for reinstatement again if her mom would not qualify. I asked her if her mother was currently in a hospital or nursing home. She said her mom was in a nursing home. Unfortunately, according to our under writing guidelines, that will not allow us to reinstate her coverage. I told her she had the option of keeping the $134 reduced paid-up coverage or surrendering for $99.97 cash value. She said her lawyer would contact me.  We hope this information has been helpful to you. We feel we have abided by the terms of the contract since the policy lapsed and the insured cannot qualify for reinstatement.  Please contact us if you have any questions, or require further information.

Please see attached.

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.
I have tried to reason with Lincoln Heritage.  They continually refused to provide me answers when I called.  That is why I called more than one time a day.  I needed answers and they refused to provide them.  One of the things was:1.  I need an agent out here before the 25th.  Why?  Because Lincoln let there agents sit on it for 6 months and leave me hanging in the wings.  2.  I asked for a reduction in face amount of the policy because we are having financial problems.  I do not think Lincoln cares.  I told them this and they tried to push me into higher coverage and I resisted.  I believe it is THEM who cannot be reasoned with.3.  My husband called but not to discuss amounts or payment.  It was regarding their attitude that they were displaying. He spoke to [redacted].               They ( Lincoln) violated HIPAA law and went around me WITHOUT my knowledge and spoke to my husband about amounts, etc.  Then they turned around and said they only want to talk to my husband about my policy and never me!  This is totally unacceptable!  I am the policy holder, not my husband.  Lincoln had no written permission to do this.  Just because he is my beneficiary does not give them the right to violate HIPAA law and speak to him.4.  When I told them I did not want to speak to answering machines, they forwarded me to them anyway.  The most often being [redacted] who is the VP of customer service.  Yes I did speak my mind to her seeing she as well as others did NOT want to help me before the holidays by sending an agent out.  Yes they horsed around and all that stuff for 6 months and then have the nerve tell me to sit tight after I have waited and waited. Now they want to do business by phone and I told them no, that is unacceptable.  I want to SEE the documentation in PERSON.  I do not want this email, US mail back and forth stuff.  They were very resistant to that.   5.  They did not want to help me out in the past 6 months nor do I think they are serious now.  I want ALL my money back that I paid out on this policy for the past 6 months.  They did not help me out and I refuse to do business with ever again!  They are a pitiful place to have on Americas Life Insurance Market.  Having said this, I am looking for another life ins company and WILL NOT inform Lincoln of any changes or the new company.  They made their bed and they can sleep in it.  If I ever get any more US mail, emails, etc I will file with authorities.
Regards,
[redacted]