Perimeter Construction Management & Cons

" We are able to provide a more detailed response to [redacted] , and to further ensure we protect her personal information, we will be doing so under separate cover" This is what [redacted] stated for now this will do because I would love to know what medical condition I have.Regards, [redacted]

From: [redacted] < [redacted] >Date: Sun, May 22, at 11:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com < [redacted] >I haven't had a chance to respond, I apologize but the insurance agent did not answer my questionShe merely responded to my personal life insurance coverage I had to address with the nga and ssli to take care ofShe still has yet to write a response to my initial appeal yet has taken the time to respond to the Revdex.com twiceShe has also been contacted by the Washington State Commissioner office and has until May 24th to respond in which I am waiting for to respond to you guys as I have not been removed from the life insurance [redacted] left as the primary benificiary nor has it been dispursed

This is in response to Complaint ID [redacted] filed by [redacted] on 4/12/The referenced life insurance policy involves coverage owned and obtained by her former spouseMs [redacted] was the designated primary beneficiary when coverage was obtained in However, Ms***’s designation was removed as a result of divorce in 2012, making the proceeds payable to the secondary co-beneficiary minor childrenPer applicable law, specifically WA RevCode Ann§11.07.010, a prior “non-probate transfer” naming the former spouse is revoked upon dissolution of marriageIn addition, because full life insurance proceeds cannot be paid directly to minors, the proceeds will be paid when the children reach the age of majority or upon receipt of a court-appointed guardian being named for each childOnce Ms [redacted] provides the required documentation, Star Life Insurance Company can proceed with the payment of benefitsSue W [redacted] , Legal Analyst, Star Life Insurance Company

We apologize to [redacted] for any inconvenience she has experiencedThe early draft was a result of the timing of completion and submission of the application in relation to the preferred date of deduction chosen by the applicant and oversight on behalf of the agentThe agent would have needed to either hold the groups’ applications until later in the month to correct for those applicants who chose a draft date (15th) so close to the application date (14th) as in this case, or indicate on the forms that drafting should not occur before AugustAs a result of [redacted] ’s request of 7-20-16, overdraft refunds were issued on 8-5-and effective dates for the policies were changed from 7-to 8- As requested via telephone on 8-9, [redacted] ’s coverage has been terminatedAt that time [redacted] was informed that her spouse must contact us directly to terminate his coverageBecause we have not yet heard from him, his coverage is still active and a draft of $was deducted from [redacted] ’s account on 8-to pay the premium Please let me know if you have any questions or additional information is requiredSue W [redacted] , Legal Analyst

Date: Wed, May 11, at 10:AMSubject: [redacted] Complaint ID [redacted] To: [redacted] Mr [redacted] , Below is Star Life's response Ms***'s additionalconcerns.'Following is our response to address the additional concerns Ms [redacted] hadfollowing our 4/21/response to Complaint ID [redacted] It seems that Ms[redacted] is confusing her and her former husband’s coverageMs***’scoverage has never included her husband and childrenMr [redacted] ’sindividual Better Alternative coverage, as well as his National Guard stateassociation individual and dependent coverage, have always been separatefrom Ms***’s coverageAt no time has Ms [redacted] been responsible, or paidfor, Mr [redacted] ’s coverageThe credit card update noted would have beenrelative only to Ms***’s coverage as Mr [redacted] ’s coverage waseffectively terminated with his death months prior.The policy Ms [redacted] claims was “removed” by AFBA agents, actually involvedtermination of the spousal portion only of the dependent coverage pursuantto the divorce in The children’s coverage remained active until Mr[redacted] ’s death.AFBA makes every effort to answer each customer service call promptly andin real timeHowever, during times of high call volume or when we areexperiencing technical difficulties, calls may be routed to the voicemailsystem and slated for response within hours by a representativeAFBAcontinually strives to provide our members with the best customer serviceexperience possible.Sue W [redacted] , Legal Analyst, Star Life Insurance Company'Please let me know if you have any questions or need additionalinformation.Sue W [redacted] Legal AnalystStar Life Insurance Company [redacted] Alexandria VA 22314-1556###-###-####

Upon return phone call on 4/7 by our Customer Service Representative in response to *** ***’s voice mail messages of 4/and 4/6, we learned that his initial request to terminate coverage was communicated to his agentUnfortunately, that information was not forwarded to Star Life Insurance
CompanyCoverage was terminated effective 4/8/and folltermination letters were mailed the same dayWe apologize to *** *** for any inconvenience Please let me know if you have any questions or require additional informationSue W***, Legal Analyst

Re: Your ID No.: ***; Policy No*** GT; Insured:*** *** ***, *** ***; Star Life Insurance Company NAIC No77879Dear *** ***:Star Life Insurance Company is in receipt of correspondence from the Bureau dated November 29, forwarding a complaint filed by the insured, *** ***, in which he alleged he was provided misinformation regarding his life insurance coverage underwritten by Star Life Insurance Company.The allegation was true.An experienced customer service representative should have successfully located ***' coverage by accessing another detailed policyholder administration system available to and used by the customer service representativesFrom various interactions with the customer service representatives who responded to ***, it appears the final process to confirm the status of ***' coverage was not takenThat very important and simple step could have resulted in a more positive outcome for the insured.An audit of the account was performedTypically, when the findings of an audit confirm coverage was in good order and the insured in question was viable, a request to reimburse premium contributions would be denied based on the fact had the insured perished during the period of the request, Star Life Insurance*** *** *** ***, Alexandria, VA *** ###-###-#### ###-###-#### (?a?) *** (a)***.com ###-###-#### ? *** ###-###-#### (fa?) *** *** *** December 8, Page of 2Company would be obligated to pay the claimWhile the facts apply to ***' case, the scenario is different.Enclosed is a payment history of ***' accountThe payment history confirms *** was consistent and timely in submitting his premium contributions as they became dueThroughout the tenure of ***' coverage, he changed his allotment days before his anniversary month causing a credit of $when he voluntarily terminated his active coverageStar Life Insurance Company reimbursed the full creditamount on November 8, 2017.The fact that ***' account history was flawless and the fact that *** was misinformed on the status of his account, Star Life Insurance Company consented to reimburse premium contributions submitted on behalf of his spouse from, and including, February to November Premium contributions at the rate of $per month x months = $5,658.00.A copy of the correspondence addressed to *** is enclosed, including a copy of the reimbursement.In ***' complaint, he stated when he terminated his coverage "...my account was removed prematurely..." I assume this statement was applicable to his ability to access his account via the corporate websiteWhen life insurance coverage is terminated, it is Star Life's policy to deactivate the visibility of that account effective the date of termination or shortly thereafter.Should you require additional information, please feel free to contact meOur hours of operation are Monday through Friday, 8:a.mto 5:p.m., E.S.T

Revdex.com:The spreadsheets provided by *** do not accurately reflect what we have actually paid over the course of doing business with them However, we have reviewed the response made by the business in reference to complaint ID *** and find that this resolution of an "even wash" is satisfactory to us We also request confirmation of the rates we have chosen to lock in
Regards,
*** ***

Star Life Insurance Company believes that they were erroneously named as a responsible party by *** *** *** in his complaint regarding an *** medicare advantage policy sold to him by Agent *** ***Star Life Insurance Company has never sold medicare supplement insuranceIt is
possible that *** *** noted Star Life’s name, which loads by default in the Appointment Information box, while retrieving licensing information for *** *** from the Ohio Department of Insurance websiteHad *** *** chosen to click on the down arrow or “view all,” he would have found the listing for Star Life Insurance Company under “Terminated Appointments,” and a list of “Active Appointments” with approximately insurance companies, including *** Life Insurance Company - the company likely responsible for the *** medicare advantage policy referenced in the complaint
If you have any questions or require additional information, I can be reached as ###-###-#### or ###-###-####
Sue W***
Legal Analyst

August 17, 2017*** *** *** Dispute Resolution Team Leader Revdex.com K Street NW, 10th Floor Washington, DC 20005Complaint Case#: *** Consumer Information: *** ***Dear *** ***:While *** *** claims that she did not authorize or agree to Star Life coverage,
our documentation indicates otherwiseThe application for coverage was completed online by a call center agent conducting a telephone interview on June 22, The information provided for the application was verified, signed and authorized by *** *** in the form of a voice recorded Signature file on June 22, at 4:p.mA copy of the generic transcript which includes the questions asked on the recording is attachedThe policy documents, with an effective date of July 7, 2017, were mailed on June 22, Upon notice from *** *** by telephone on August 8, 2017, coverage was terminated immediatelyStar Life will issue a refund of $to *** *** representing the total amount of premiums received (monthly payment)No additional refund is due as the coverage was, indeed, authorized by the complainantIf required, Star Life Insurance Company will provide a copy of the policy documents and the voice signature file noted above.Sincerely,Sue W

Tell us why here...If possible, it would be appreciated if *** *** could provide either the policy number or her mother's name as I am having difficulty identifying the insuredSue W***, Legal Analyst

Re:Owner/Complainant: *** *** ** *** *** *** Policy No.: ***; Your File No.: *** Star Life Insurance Company; NAIC No.: ***Dear *** ***:The Complainant, *** *** ** *** *** ***, was issued a Group Term Member Decreasing Certificate of life insurance
effective June 1, His monthly contributions were and remain $on a certificate that initially had a face value of $15,000.00.The certificate and Notice to All Members dictate that at the time a member is separated from active duty under honorable discharge, the amount of insurance is determined in accordance with the following schedule:Insured Member WhileUnder Age Age but under Age but under Age but under Age but under Age and overAmount of Group Life Insurance$15,$12,$10,$ 7,$ 2,$ 1,000A copy of the Certificate and Notice is enclosed.*** *** *** ***, Alexandria, VA *** ###-###-#######-###-#### (fax) ###-###-#######-###-#### (fax)***.com*** *** *** February 2, Page of 2The only change in *** ***'s coverage was, as stipulated in the certificate and Notice, at the time of separation from active duty and as he aged up.When *** *** joined as a member, *** *** *** Life Insurance Company was the underwriterState regulations dictated then and now that a member must be issued a full contract of insuranceBased on the correspondence housed in *** ***'s file, it is certain he received the issue document package that included the certificate of insurance, original application for coverage, and other life insurance documentsIt is feasible that, over the years, he may have misplaced the informationStar Life Insurance Company stands on its reputation to honor and serve our military personnel who protect this great Nation - past and currentWe do not prey on military personnel.On behalf of Star Life Insurance Company, we apologize for, as *** *** put it, the “Poorest customer service I've ever experienced." We strive to provide the best service possible to each memberThere is always room for improvementShould *** *** contact us in the future, we do hope his experience will be more favorable.If additional information is required, please do not hesitate to contact meOur hours of operation are Monday through Friday, 8:a.mto 5:p.m., E.S.T.Respectfully submitted,MildredeH

*** ***’s refund amount ($177.04) is based on the policy cash value as stated in the Individual Silver Premier Whole Life Graded policy provided to her in Attached is a copy of her redacted signed delivery receipt and an abbreviated version of the policyLife insurance is similar to auto
insurance in that premiums are not refunded because there is no claim - you are paying for the coverage to be there if needed Please let me know if you have any questions or require additional information Sue W***, Legal Analyst

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We apologize to *** *** for any inconvenience he has experiencedUpon request by him, his coverage was terminated, credit card payments were stopped and premiums were refundedHowever, the $refund he is referring to, paid for his spouse’s coverage for January and FebruaryWe have
informed him that, although he obtained the coverage, his spouse is the owner and the termination request must come directly from her either by phone or in writing with a signatureTaking into consideration that *** ***’s coverage is still active and continued non-compliance of our requirement that the termination request must come from the owner - not the payor - we do not believe a refund is dueIn the meantime, the account has been put on direct bill, meaning that an invoice will go out each month indicating the current amount dueIf no monies are paid, the account will become delinquent days following the grace period, and coverage will be terminated for non-payment of premiumsIn order to avoid getting monthly invoices for past due premiums, *** *** can contact our office direct or submit a written, signed request as noted above Please let me know if you have any questions or additional information is requiredSue W***, Legal Analyst

This is in response to Complaint ID *** filed on 11/16/by *** ***We would like to extend our sympathy to Mr*** on the loss of his wife, and we regret to inform him that, as noted in our letter of November 9, 2016, no coverage was in effect at time of death on November
7, Contrary to Mr***’s statement, the last premium payment for *** *** was received on July 6, 2016, covering the period of July through September 31, The account became delinquent as of October and the day grace period expired October 31, Attachments: Letter of November 9, 2016; copies of recent quarterly invoices dated 6/1/and 9/1/2016; past due reminder notices dated 10/16/and 11/1/2016; a copy of invoice page which includes a section titled “Cancellation due to non-receipt of payment;” and, a recent payment history chart Sue W***, Legal Analyst, Star Life Insurance Company

[redacted]’s information was received on June 16, 2016 and the second beneficiary’s information was received on June 27. The claim was paid on July 20, 2016.  Sue W[redacted], Legal Analyst Tell us why here...

From: [redacted] <[redacted]>Date: Sun, May 22, 2016 at 11:16 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[redacted]>I haven't had a chance to respond, I apologize but the insurance agent did not answer my question. She merely responded to my personal life insurance coverage I had to address with the nga and ssli to take care of. She still has yet to write a response to my initial appeal yet has taken the time to respond to the Revdex.com twice. She has also been contacted by the Washington State Commissioner office and has until May 24th to respond in which I am waiting for to respond to you guys as I have not been removed from the life insurance [redacted] left as the primary benificiary nor has it been dispursed

[redacted]’s Individual Silver Premium Whole Life policy is paid current. While it is not an interest-bearing account, it does have cash value.  Invoices are not mailed out for accounts where premiums are deducted automatically from a bank account. The address we have on file does not match the...

one shown on the complaint so I have arranged for one of our Customer Service Reps to contact [redacted] by telephone to verify his address before sending a status update.   Please let me know if you have any questions or require additional information. Sue W[redacted], Legal Analyst

This is in response to Complaint ID [redacted] filed on 3/22/2016 by [redacted]. As [redacted] stated, she did apply for coverage offered through our First Responder Program, and was ultimately declined. Out of an abundance of caution pertaining to the release of medical information and privacy...

concerns, our standard response to [redacted]’s requests for additional information, were insufficient. We are able to provide a more detailed response to [redacted], and to further ensure we protect her personal information, we will be doing so under separate cover. Sue W[redacted], Legal Analyst, 5 Star Life Insurance Company