Washington National Insurance Company PO Box Carmel, IN 46082- July 3, Revdex.com of Central Indiana Attn: [redacted] N Delaware Street #Indianapolis, IN 46204- RE: Washington National Insurance Company Consumer: [redacted] Case Number: [redacted] Dear Ms***: This letter is in response to your correspondence dated and received in our office on June 28, Thank you for allowing us the opportunity to address this matter In your correspondence you requested information regarding the above referenced complainant In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other persons, except as authorized in writing or otherwise permitted by law Since at this time we do not have an authorization on file to release information to you, we have communicated directly with [redacted] , and have provided the requested information 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 out customer service department at (800) 541- Sincerely, Michael C [redacted] Consumer Relations
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.Regards, [redacted] Dear Sir: In your reply to our inquiry you noted that we shouldrespond within business days to the explanation of Washington National InsuranceCompany (WNIC) for their denial of benefits to my motherI currently reside inChina and have been traveling considerably these last few days, but I trust wehave not exceeded our allotted time For our part, we would be very happy to see our complaint,WNIC’s response, and our rebuttal of that response posted on the Revdex.com website.Frankly, we believe that the corporate policies of the company should beexposed for what they are—fraud—and that there should be some accountabilityfor the malfeasance and, in this case, the exploitation of the elderlyAs I noted previously, my mother is years old now, and shehas held a home health care insurance policy with WNIC for nearly years(since January of 1997) Until Septemberof 2014, when she was diagnosed with lymphoma, my mother had never made a claimfor benefitsHowever, the side-effects of the treatment (chemotherapy andradiation) for her cancer were quite debilitating, and my mother, who livesindependently in her own house, began to require assistance with some mattersof personal hygiene and safety (dressing, bathing, toileting, andtransferring)At my encouragement, my mother requested assistance fromAmarillo Home Care Services (AHCS) for some in-house support The AHCS staff drafted a detailed plan of care for my mother,one that specifically noted her need for assistance with certain Activities ofDaily Living (ADL): dressing, bathing, and toiletingThese annotations aresignificant, since WNIC bases eligibility for benefits on the need forassistance with ADL’sIn October, however, despite my mother’s obvious andurgent need for assistance, WNIC rejected her claim for benefits Our appeal of this rejection was subsequentlydeniedShortly afterwards, my mother’s personal physician recognized her urgentneed for assistance in the house and provided a referral to another home healthcare provider, one that is supported by Medicare, and they have been providingassistance to my mother in the house since their initial assessment of need I would also like to point out that, despite theirconsistent denial of most benefits, WNIC did finally recognize in March of thisyear that my mother was eligible for their Independent Living Benefit, and theypaid the lifetime cap of $378, afterwhich, they told us emphatically, she was no longer eligible for any furtherassistanceIn her letter of March 25, Melinda [redacted] noted: “Your claim forbenefits has been reviewedWe have determined that you qualified for benefitsbased on the provision in your provision in your policyYou were eligible forbenefits from September 16, 2014.” It is worth noting, however, that the termsof my mother’s policy with WNIC specify that this Independent Living Benefitcan only be provided “if it is determined by your doctor or Care Coordinatorthat you are having difficulty performing two or more Activities of DailyLiving.” To me it seems that the company has here explicitly recognized thevery need that they have in other instances consistently deniedWe have now been appealing the company’s denial of benefitsfor about ten months, but from the beginning it has consistently delayed,deferred, and denied our appealsPerhaps they are simply hoping that if theywait long enough, my mother will pass on and no longer require anyassistance For our part, we have nowrecognized that the policy we purchased nearly years ago was a scam and thatwe will never see any benefits from WNIC, a shamelessly unscrupulous and corruptcompany preying on the elderly Best regards, [redacted] ***Dear Sir: In your reply to our inquiry you noted that we shouldrespond within business days to the explanation of Washington National InsuranceCompany (WNIC) for their denial of benefits to my motherI currently reside inChina and have been traveling considerably these last few days, but I trust wehave not exceeded our allotted time For our part, we would be very happy to see our complaint,WNIC’s response, and our rebuttal of that response posted on the Revdex.com website.Frankly, we believe that the corporate policies of the company should beexposed for what they are—fraud—and that there should be some accountabilityfor the malfeasance and, in this case, the exploitation of the elderlyAs I noted previously, my mother is years old now, and shehas held a home health care insurance policy with WNIC for nearly years(since January of 1997) Until Septemberof 2014, when she was diagnosed with lymphoma, my mother had never made a claimfor benefitsHowever, the side-effects of the treatment (chemotherapy andradiation) for her cancer were quite debilitating, and my mother, who livesindependently in her own house, began to require assistance with some mattersof personal hygiene and safety (dressing, bathing, toileting, andtransferring)At my encouragement, my mother requested assistance fromAmarillo Home Care Services (AHCS) for some in-house support The AHCS staff drafted a detailed plan of care for my mother,one that specifically noted her need for assistance with certain Activities ofDaily Living (ADL): dressing, bathing, and toiletingThese annotations aresignificant, since WNIC bases eligibility for benefits on the need forassistance with ADL’sIn October, however, despite my mother’s obvious andurgent need for assistance, WNIC rejected her claim for benefits Our appeal of this rejection was subsequentlydeniedShortly afterwards, my mother’s personal physician recognized her urgentneed for assistance in the house and provided a referral to another home healthcare provider, one that is supported by Medicare, and they have been providingassistance to my mother in the house since their initial assessment of need I would also like to point out that, despite theirconsistent denial of most benefits, WNIC did finally recognize in March of thisyear that my mother was eligible for their Independent Living Benefit, and theypaid the lifetime cap of $378, afterwhich, they told us emphatically, she was no longer eligible for any furtherassistanceIn her letter of March 25, Melinda [redacted] noted: “Your claim forbenefits has been reviewedWe have determined that you qualified for benefitsbased on the provision in your provision in your policyYou were eligible forbenefits from September 16, 2014.” It is worth noting, however, that the termsof my mother’s policy with WNIC specify that this Independent Living Benefitcan only be provided “if it is determined by your doctor or Care Coordinatorthat you are having difficulty performing two or more Activities of DailyLiving.” To me it seems that the company has here explicitly recognized thevery need that they have in other instances consistently deniedWe have now been appealing the company’s denial of benefitsfor about ten months, but from the beginning it has consistently delayed,deferred, and denied our appealsPerhaps they are simply hoping that if theywait long enough, my mother will pass on and no longer require anyassistance For our part, we have nowrecognized that the policy we purchased nearly years ago was a scam and thatwe will never see any benefits from WNIC, a shamelessly unscrupulous andcorrupt company preying on the elderly Best regards, [redacted] ***Dear Sir: In your reply to our inquiry you noted that we shouldrespond within business days to the explanation of Washington National InsuranceCompany (WNIC) for their denial of benefits to my motherI currently reside inChina and have been traveling considerably these last few days, but I trust wehave not exceeded our allotted time For our part, we would be very happy to see our complaint,WNIC’s response, and our rebuttal of that response posted on the Revdex.com website.Frankly, we believe that the corporate policies of the company should beexposed for what they are—fraud—and that there should be some accountabilityfor the malfeasance and, in this case, the exploitation of the elderlyAs I noted previously, my mother is years old now, and shehas held a home health care insurance policy with WNIC for nearly years(since January of 1997) Until Septemberof 2014, when she was diagnosed with lymphoma, my mother had never made a claimfor benefitsHowever, the side-effects of the treatment (chemotherapy andradiation) for her cancer were quite debilitating, and my mother, who livesindependently in her own house, began to require assistance with some mattersof personal hygiene and safety (dressing, bathing, toileting, andtransferring)At my encouragement, my mother requested assistance fromAmarillo Home Care Services (AHCS) for some in-house support The AHCS staff drafted a detailed plan of care for my mother,one that specifically noted her need for assistance with certain Activities ofDaily Living (ADL): dressing, bathing, and toiletingThese annotations aresignificant, since WNIC bases eligibility for benefits on the need forassistance with ADL’sIn October, however, despite my mother’s obvious andurgent need for assistance, WNIC rejected her claim for benefits Our appeal of this rejection was subsequentlydeniedShortly afterwards, my mother’s personal physician recognized her urgentneed for assistance in the house and provided a referral to another home healthcare provider, one that is supported by Medicare, and they have been providingassistance to my mother in the house since their initial assessment of need I would also like to point out that, despite theirconsistent denial of most benefits, WNIC did finally recognize in March of thisyear that my mother was eligible for their Independent Living Benefit, and theypaid the lifetime cap of $378, afterwhich, they told us emphatically, she was no longer eligible for any furtherassistanceIn her letter of March 25, Melinda [redacted] noted: “Your claim forbenefits has been reviewedWe have determined that you qualified for benefitsbased on the provision in your provision in your policyYou were eligible forbenefits from September 16, 2014.” It is worth noting, however, that the termsof my mother’s policy with WNIC specify that this Independent Living Benefitcan only be provided “if it is determined by your doctor or Care Coordinatorthat you are having difficulty performing two or more Activities of DailyLiving.” To me it seems that the company has here explicitly recognized thevery need that they have in other instances consistently deniedWe have now been appealing the company’s denial of benefitsfor about ten months, but from the beginning it has consistently delayed,deferred, and denied our appealsPerhaps they are simply hoping that if theywait long enough, my mother will pass on and no longer require anyassistance For our part, we have nowrecognized that the policy we purchased nearly years ago was a scam and thatwe will never see any benefits from WNIC, a shamelessly unscrupulous and corruptcompany preying on the elderly Best regards, [redacted] ***
Dear Ms***: This letter is in response to your March 28, correspondence regarding the above referenced case numberThis matter has been referred to my attention for review and responseWe appreciate the opportunity to respondKeeping policy information secure and private is one of our top prioritiesIn compliance with state and federal privacy laws, we are required to restrict access to policy information to the owner of the policyWe are allowed to disclose information only as authorized in writing by the policy owner, or as otherwise permitted by lawBecause we have not received written authorization from the policy owner to disclose information to you, we cannot provide you any information on the policyThus, your request for information will be addressed directly with the policy ownerShould you have any further questions or need additional information, please contact me directly at (254) 750-***My email address is R [redacted] @texaslife.comSincerely, Robbin [redacted] , PCS, FLMJ, AJRC, ARA/cs Senior Associate/Customer Service Specialist
RE: Washington National Insurance Company Consumer: [redacted] Case Number: [redacted] Dear Revdex.com of Central Indiana: This letter is in response to your correspondence dated and received in our office April 4, Thank you for allowing us the opportunity to address this matterIn your correspondence you requested information regarding the above referenced complainant In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other persons, except as authorized in writing or otherwise permitted by lawSince at this time we do not have an authorization on file to release information to you, we have communicated directly with Mr [redacted] addressing his concernsWe 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 out customer service department at 800-541-Sincerely,Michael [redacted] Consumer Relations
Thank you for your correspondence from [redacted] , on behalf of [redacted] , regarding Ms [redacted] policy with Washington National Insurance Company Under the heading Benefit Provisions, the policy states: Benefit Eligibility: To be eligible for benefits provided by this policy, you must give us periodic proof, in the form of a certification and assessment from a Doctor (or other proof approved by us) which demonstrates that the covered care, services or other items are necessary because you are: (a) Functionally Incapacitated and cannot perform at least two Activities of Daily Living; or (b) Cognitively Impaired The policy defines Cognitive Impairment as follows: "Cognitive Impairment" means the deterioration or loss in intellectual capacity requiring substantial supervision for protection of self and others; as established by the clinical diagnosis of any licensed practitioner in this state authorized to make such a diagnosisSuch diagnosis shall include the patient's history and physical, neurological, psychological and/or psychiatric evaluations, and laboratory findings The policy defines Functional Incapacity as follows: "Functional Incapacity" means the inability to perform, without human assistance, in two or more of the following Activities of Daily LivingThe Activities of Daily Living used to measure Functional Incapacity are: Bathing — the ability to wash oneself by sponge bath; or in either a tub or shower, including the task of getting into or out of the tub or shower Continence — the ability to maintain control of bowel or bladder function, or, when unable to maintain control of bowel or bladder function, the ability to perform associated personal hygiene (including caring for catheter or colostomy bag) Dressing — the ability to put on or take off all items of clothing and any necessary braces, fasteners, or artificial limbs Eating — the ability to feed oneself by getting food into the body from a receptacle such as a plate, cup, or table or by a feeding tube or intravenously Toileting — the ability to get to and from the toilet, getting on and off the toilet, and performing associated personal hygiene Transferring — sufficient mobility to move into or out of a bed, chair, or wheelchair or to move from place to place, either via walking, a wheelchair or other means The evidence that we reviewed indicated that Ms [redacted] did not meet the definition of Cognitive Impairment .or the definition of Functional Incapacity Amarillo Home Care Services provided a Plan of Care with a notation that they would not be providing any help with Activities of Daily Living (ADL's), but would only be performing homemaker services We reviewed the Aide Visit Notes that were completed by the caregivers from Amarillo Home Care ServicesIn the notes for each visit, it was documented that the only services performed were housekeeping and meal preparation, and that no assistance with the policy's Activities of Daily Living was providedEach day's notes were signed by the caregiver and by Ms [redacted] An in-person assessment visit was conducted on October 5, by an independent nurse from an outside agencyThe nurse's report showed that Ms [redacted] required no assistance with any of the policy's specified Activities of Daily Living (ADL's), and that she did not have Cognitive Impairment as defined by the policy Ms [redacted] subsequently verified by telephone on October 24, that she did not require assistance with any of the ADL's defined in the policy, and confirmed that she was able to perform them independently It was concluded therefore that Ms [redacted] was not Functionally Incapacitated or Cognitively Impaired as required by the policy for benefit eligibilityEligibility is not based on diagnosisBenefits can only be paid in accordance with the terms and conditions of the policyShe was mailed a letter on October 30; advising of the denial An appeal was received December 20, Ms [redacted] claim was then reviewed by management in a formal Appeals processAfter careful review, it was determined that the denial of benefit eligibility would be upheld as she did not meet the policy's stated eligibility requirements A second appeal was received May 7, 2015, A review of Ms [redacted] claim was then conducted by senior managementBenefits can only be approved in accordance with the policy contractTherefore the denial of Home Health Care benefits was upheld as she did not meet the policy's stated eligibility requirements Under the heading Benefit Provisions, the policy states: Independent Living Benefit: We will pay an Independent Living Benefit to you while this policy is in forceWe will pay this benefit if it is determined by your doctor or Care Coordinator that you are having difficulty performing two or more Activities of Daily LivingThe Independent Living benefit includes such services as shopping, housekeeping, transportation, and cookingIn no event will the amount of this benefit exceed the Independent Living Benefit Lifetime Maximum shown on the Schedule Please be advised that Ms [redacted] benefits were considered under the Independent Living BenefitOn March 25, 2015, she was mailed a letter and plan of care advising her benefits were approved for dates of service September 16, through October 4, On April 1, 2015, she was issued a benefit payment of $for dates of service ranging from September 16, through September 30, Enclosed is a copy of the policy, the Explanation of Benefits, medical records used in the determination, aforementioned correspondence and call logIf you have any questions regarding this matter, please contact Ketrina [redacted] , Supervisor, at (317) 566-or fax them to (317) 566 Sincerely, Jaime [redacted] Consumer Support Specialist WASHINGTON NATIONAL INSURANCE COMPANY
Dear [redacted] ***: This letter is in response to your correspondence received in our office on June 9, 2017, regarding the above-referenced complainantThank you for allowing us the opportunity to address this matter Policyholder's information is confidential; therefore, we require an authorization to release this information to youWe spoke with Mr [redacted] on June 16, and 21, 2017, and addressed his concernsAll benefits are paid in accordance with the specifications outlined in the policy provisions We want to assure you of our continued commitment to provide the best possible customer serviceIf you have any questions, or if we may provide any further assistance, you may contact our customer service department by dialing (800) 541- Sincerely, Kimberly H [redacted] Consumer Relations
RE: Washington National Insurance CompanyCustomer: [redacted] ***Complaint ID: [redacted] Dear Ms***: This letter is in response to your correspondence dated and received June 16, 2016, concerning the above-referenced ID numberThank you for allowing us the opportunity to address this matter We have responded directly to Ms [redacted] and have answered her concerns We want to assure you of our continued commitment to provide the best possible customer serviceIf you have any questions, or if we may be of fut1her assistance, you may contact me directly by calling (317) 817- Sincerely, Angela LB [redacted] Consumer Relations
Dear Ms [redacted] This letter is in response to your correspondence dated and received in our office May 3, Thank you for allowing us the opportunity to address this matter In your correspondence you requested information regarding the above referenced complainant In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other persons, except as authorized in writing or otherwise permitted by lawSince at this time we do not have an authorization on file to release information to you, we have communicated directly with Mrs [redacted] , addressing her concernsWe want to assure you our continued commitment to provide the best possible customer serviceIf you have any questions, or if we may provide any further assistance, you may contact out customer service department at 800-541-Sincerely, Michael C [redacted] Consumer Relations
Washington National Insurance CompanyPO Box 1916Carmel, IN March 14, [redacted] ***Revdex.com Serving Central IndianaNDelaware Street #2020Indianapolis, IN RE: Washington National Insurance Company Consumer: [redacted] Case ID: [redacted] Dear Ms***: This letter is in response to your correspondence dated and received in our office onMarch 9, 2017, concerning the above-referenced case number Thank you for allowing us the opportunity to address this matterWe have responded directly to Ms [redacted] regarding this matter 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, our office can be reached by calling (800) 525-Sincerely, Angela LB***Consumer Relations
Washington National Insurance Company PO Box Carmel IN 46082- November 11, Revdex.com of Chicago and Northern Illinois NWabash, Suite Chicago, IL 60611- VIA: Revdex.com Portal RE: Washington National Insurance Company Consumer: [redacted] Case ID Number: [redacted] To Whom It May Concern: This letter is in response to the correspondence received in our office on November 6, Thank you for the opportunity to respond You stated in your letter that the original complaint was received on October 25, 2016, and no response from Washington National Insurance Company We were unable to locate your first complaint; however, we have resolved Ms [redacted] issue We want to assure you of our continued commitment to provide the best possible service If we may be of further service, please contact our customer service department at (800) 525- Sincerely, Nina B [redacted] Consumer Relations
This letter is in response to your correspondence dated and received in our office June 16, Thank you for allowing us the opportunity to address this matter.In your correspondence you requested information regarding the above referenced complainantIn compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other persons, except as authorized in writing or otherwise permitted by lawSince at this time we do not have an authorization on file to release information to you, we have communicated directly with Mrs [redacted] , addressing her concerns.We want to assure you our continued commitment to provide the best possible customer serviceIf you have any questions, or if we may provide any further assistance, you may contact out customer service department at 800-541-2254.Sincerely,Michael C [redacted] Consumer Relations
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Typical response from Washington National, Delay-Deflect-Denial! Their strategy is delay till either the statutes of limitation are exceeded or I die I have received no payment from Washington National, to date the payment plus interest due is over $270, I have written over a dozen letters to WN with no acknowledgement of the content thereinMy position has not changed, Washington National should pay the maturity account value immediately - my lawyer concurs see his demand letter and my earlier correspondence attached Thank you for bringing this matter to the attention of Washington National Regards, [redacted]
Dear Revdex.com of Central Indiana: This letter is in response to your correspondence received in our office on March 29,2016, regarding the above-referenced complainantThank 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 youWe spoke with Ms [redacted] on February25, March 8, and April 5, We also corresponded with her on March 23,2016, advising the required documentation needed to address her concerns We want to assure you of our continued commitment to provide the best possible customer serviceIf you have any questions, or if we niay provide any further assistance, you may contact our customer service department by dialing (800) 541- Sincerely, Kimberly [redacted] Consumer Relations
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Dear Revdex.com and Washington National Insurance Company,More delay tactics from Washington National Insurance Company, stall the process, deflect the conversation, deny the paymentThe previous checks from Washington National were unacceptable and returned for insufficient paymentAs of close of business today the amount due is $280,representing the guaranteed maturity value $255,and interest at 3% as demanded by California Insurance Commissioner David J***READ "$Million in Unclaimed Life Insurance Benefits Statewide", April 2016, by Melody G [redacted] , San Francisco Chronicle Dave J***, California’s insurance commissioner, said companies are required to pay the full value of old policies to beneficiaries for accounts going back to that they may have been drainingThe companies are also required to pay beneficiaries percent compounded interest on the value of the accounts.READ the account statement provided by Washington National Insurance Company showing the annuity value was $213,on December COMPLY with contract terms, endorsement page guaranteeing spousal continuation of contractREAD my previous letters addressed to Washington National more of them attached belowREAD the demand letter legal analysis sent by our council WATCH "Not Paid" by 60-Minutes Leslie S [redacted] about unpaid insurance balances due millions of senior insurance beneficiaries like us Provide an up-to-date closing statement and a check for the guaranteed maturity value plus interest now compounded as $280, Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below As a potential customer of Washington National Insurance Company I would still recommend people to be cautious I was misled by their sales rep, which caused me to accept a policy erroneously Canceling the policy was very painful I did exactly what the policy book told me to, but it took me months and tons of documentation to accomplish this I was told several times that they would not refund me according to their full refund policy Luckily I saved all faxes, emails, and text messages with the company and sales repas well as refusing to take no for an answer.Yes they finally did fulfill their “Ten Day Option to Surrender” policy, but only because I forced their hand.Regards, [redacted]
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear... below. Regards, [redacted] I have heard from the the company and was told my claim would continue. I have not had it in writing nor have I seen anything for my claim 3 months later. I'll be satisfied when I have it in writing and my claim has actually been taken care of. Thank you . [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Delay deflect, deny, that is the MO of Washington NationalNO payment was deposited, show me the canceled checkAmount due since 20Jan Amount due with interest now $271, Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Another typical response from Washington National, delay, deflect, deny.Deflecting the Revdex.com mediation offering is characteristic of one obscuring the contractual factsYour good faith stinksYou should be investigated by the Insurance Commissioner of Indiana for bad-faith insuranceWe find your threats offensive and have responded in-kindFor historical context call my lawyer at [redacted] , [redacted] ***.Maturity Value is $255,plus 3% interest COB today: $281, Regards, [redacted]
RE: Washington National Insurance Company Consumer: [redacted] Case Number: [redacted] Dear Ms***: This letter is in response to your correspondence dated and received in our office September 13, Thank you for allowing us the opportunity to address this matterIn your correspondence you requested information regarding the above referenced complainant In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other persons, except as authorized in writing or otherwise permitted by law Since at this time we do not have an authorization on file to release information to you, we have communicated directly with Mrs [redacted] ***, addressing her concernsWe 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 out customer service department at 800-541-Sincerely, Michael C [redacted] Consumer Relations
This letter is in response to your September 22, correspondence regarding the above referenced complaint number Keeping policy information secure and private is one of our top prioritiesIn compliance with state and federal privacy laws, we are required to restrict access to policy information to the owner of the policyWe are allowed to disclose information only as authorized in writing by the policy owner, or as otherwise permitted by lawBecause we have not received written authorization from the policy owner to disclose information to you, we cannot provide you any information on Ms [redacted] s policyThus, 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 8:00AM to 5:PM Central Time Sincerely, Client Services
Washington National Insurance Company PO Box Carmel, IN 46082- July 3, Revdex.com of Central Indiana Attn: [redacted] N Delaware Street #Indianapolis, IN 46204- RE: Washington National Insurance Company Consumer: [redacted] Case Number: [redacted] Dear Ms***: This letter is in response to your correspondence dated and received in our office on June 28, Thank you for allowing us the opportunity to address this matter In your correspondence you requested information regarding the above referenced complainant In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other persons, except as authorized in writing or otherwise permitted by law Since at this time we do not have an authorization on file to release information to you, we have communicated directly with [redacted] , and have provided the requested information 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 out customer service department at (800) 541- Sincerely, Michael C [redacted] Consumer Relations
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.Regards, [redacted] Dear Sir: In your reply to our inquiry you noted that we shouldrespond within business days to the explanation of Washington National InsuranceCompany (WNIC) for their denial of benefits to my motherI currently reside inChina and have been traveling considerably these last few days, but I trust wehave not exceeded our allotted time For our part, we would be very happy to see our complaint,WNIC’s response, and our rebuttal of that response posted on the Revdex.com website.Frankly, we believe that the corporate policies of the company should beexposed for what they are—fraud—and that there should be some accountabilityfor the malfeasance and, in this case, the exploitation of the elderlyAs I noted previously, my mother is years old now, and shehas held a home health care insurance policy with WNIC for nearly years(since January of 1997) Until Septemberof 2014, when she was diagnosed with lymphoma, my mother had never made a claimfor benefitsHowever, the side-effects of the treatment (chemotherapy andradiation) for her cancer were quite debilitating, and my mother, who livesindependently in her own house, began to require assistance with some mattersof personal hygiene and safety (dressing, bathing, toileting, andtransferring)At my encouragement, my mother requested assistance fromAmarillo Home Care Services (AHCS) for some in-house support The AHCS staff drafted a detailed plan of care for my mother,one that specifically noted her need for assistance with certain Activities ofDaily Living (ADL): dressing, bathing, and toiletingThese annotations aresignificant, since WNIC bases eligibility for benefits on the need forassistance with ADL’sIn October, however, despite my mother’s obvious andurgent need for assistance, WNIC rejected her claim for benefits Our appeal of this rejection was subsequentlydeniedShortly afterwards, my mother’s personal physician recognized her urgentneed for assistance in the house and provided a referral to another home healthcare provider, one that is supported by Medicare, and they have been providingassistance to my mother in the house since their initial assessment of need I would also like to point out that, despite theirconsistent denial of most benefits, WNIC did finally recognize in March of thisyear that my mother was eligible for their Independent Living Benefit, and theypaid the lifetime cap of $378, afterwhich, they told us emphatically, she was no longer eligible for any furtherassistanceIn her letter of March 25, Melinda [redacted] noted: “Your claim forbenefits has been reviewedWe have determined that you qualified for benefitsbased on the provision in your provision in your policyYou were eligible forbenefits from September 16, 2014.” It is worth noting, however, that the termsof my mother’s policy with WNIC specify that this Independent Living Benefitcan only be provided “if it is determined by your doctor or Care Coordinatorthat you are having difficulty performing two or more Activities of DailyLiving.” To me it seems that the company has here explicitly recognized thevery need that they have in other instances consistently deniedWe have now been appealing the company’s denial of benefitsfor about ten months, but from the beginning it has consistently delayed,deferred, and denied our appealsPerhaps they are simply hoping that if theywait long enough, my mother will pass on and no longer require anyassistance For our part, we have nowrecognized that the policy we purchased nearly years ago was a scam and thatwe will never see any benefits from WNIC, a shamelessly unscrupulous and corruptcompany preying on the elderly Best regards, [redacted] ***Dear Sir: In your reply to our inquiry you noted that we shouldrespond within business days to the explanation of Washington National InsuranceCompany (WNIC) for their denial of benefits to my motherI currently reside inChina and have been traveling considerably these last few days, but I trust wehave not exceeded our allotted time For our part, we would be very happy to see our complaint,WNIC’s response, and our rebuttal of that response posted on the Revdex.com website.Frankly, we believe that the corporate policies of the company should beexposed for what they are—fraud—and that there should be some accountabilityfor the malfeasance and, in this case, the exploitation of the elderlyAs I noted previously, my mother is years old now, and shehas held a home health care insurance policy with WNIC for nearly years(since January of 1997) Until Septemberof 2014, when she was diagnosed with lymphoma, my mother had never made a claimfor benefitsHowever, the side-effects of the treatment (chemotherapy andradiation) for her cancer were quite debilitating, and my mother, who livesindependently in her own house, began to require assistance with some mattersof personal hygiene and safety (dressing, bathing, toileting, andtransferring)At my encouragement, my mother requested assistance fromAmarillo Home Care Services (AHCS) for some in-house support The AHCS staff drafted a detailed plan of care for my mother,one that specifically noted her need for assistance with certain Activities ofDaily Living (ADL): dressing, bathing, and toiletingThese annotations aresignificant, since WNIC bases eligibility for benefits on the need forassistance with ADL’sIn October, however, despite my mother’s obvious andurgent need for assistance, WNIC rejected her claim for benefits Our appeal of this rejection was subsequentlydeniedShortly afterwards, my mother’s personal physician recognized her urgentneed for assistance in the house and provided a referral to another home healthcare provider, one that is supported by Medicare, and they have been providingassistance to my mother in the house since their initial assessment of need I would also like to point out that, despite theirconsistent denial of most benefits, WNIC did finally recognize in March of thisyear that my mother was eligible for their Independent Living Benefit, and theypaid the lifetime cap of $378, afterwhich, they told us emphatically, she was no longer eligible for any furtherassistanceIn her letter of March 25, Melinda [redacted] noted: “Your claim forbenefits has been reviewedWe have determined that you qualified for benefitsbased on the provision in your provision in your policyYou were eligible forbenefits from September 16, 2014.” It is worth noting, however, that the termsof my mother’s policy with WNIC specify that this Independent Living Benefitcan only be provided “if it is determined by your doctor or Care Coordinatorthat you are having difficulty performing two or more Activities of DailyLiving.” To me it seems that the company has here explicitly recognized thevery need that they have in other instances consistently deniedWe have now been appealing the company’s denial of benefitsfor about ten months, but from the beginning it has consistently delayed,deferred, and denied our appealsPerhaps they are simply hoping that if theywait long enough, my mother will pass on and no longer require anyassistance For our part, we have nowrecognized that the policy we purchased nearly years ago was a scam and thatwe will never see any benefits from WNIC, a shamelessly unscrupulous andcorrupt company preying on the elderly Best regards, [redacted] ***Dear Sir: In your reply to our inquiry you noted that we shouldrespond within business days to the explanation of Washington National InsuranceCompany (WNIC) for their denial of benefits to my motherI currently reside inChina and have been traveling considerably these last few days, but I trust wehave not exceeded our allotted time For our part, we would be very happy to see our complaint,WNIC’s response, and our rebuttal of that response posted on the Revdex.com website.Frankly, we believe that the corporate policies of the company should beexposed for what they are—fraud—and that there should be some accountabilityfor the malfeasance and, in this case, the exploitation of the elderlyAs I noted previously, my mother is years old now, and shehas held a home health care insurance policy with WNIC for nearly years(since January of 1997) Until Septemberof 2014, when she was diagnosed with lymphoma, my mother had never made a claimfor benefitsHowever, the side-effects of the treatment (chemotherapy andradiation) for her cancer were quite debilitating, and my mother, who livesindependently in her own house, began to require assistance with some mattersof personal hygiene and safety (dressing, bathing, toileting, andtransferring)At my encouragement, my mother requested assistance fromAmarillo Home Care Services (AHCS) for some in-house support The AHCS staff drafted a detailed plan of care for my mother,one that specifically noted her need for assistance with certain Activities ofDaily Living (ADL): dressing, bathing, and toiletingThese annotations aresignificant, since WNIC bases eligibility for benefits on the need forassistance with ADL’sIn October, however, despite my mother’s obvious andurgent need for assistance, WNIC rejected her claim for benefits Our appeal of this rejection was subsequentlydeniedShortly afterwards, my mother’s personal physician recognized her urgentneed for assistance in the house and provided a referral to another home healthcare provider, one that is supported by Medicare, and they have been providingassistance to my mother in the house since their initial assessment of need I would also like to point out that, despite theirconsistent denial of most benefits, WNIC did finally recognize in March of thisyear that my mother was eligible for their Independent Living Benefit, and theypaid the lifetime cap of $378, afterwhich, they told us emphatically, she was no longer eligible for any furtherassistanceIn her letter of March 25, Melinda [redacted] noted: “Your claim forbenefits has been reviewedWe have determined that you qualified for benefitsbased on the provision in your provision in your policyYou were eligible forbenefits from September 16, 2014.” It is worth noting, however, that the termsof my mother’s policy with WNIC specify that this Independent Living Benefitcan only be provided “if it is determined by your doctor or Care Coordinatorthat you are having difficulty performing two or more Activities of DailyLiving.” To me it seems that the company has here explicitly recognized thevery need that they have in other instances consistently deniedWe have now been appealing the company’s denial of benefitsfor about ten months, but from the beginning it has consistently delayed,deferred, and denied our appealsPerhaps they are simply hoping that if theywait long enough, my mother will pass on and no longer require anyassistance For our part, we have nowrecognized that the policy we purchased nearly years ago was a scam and thatwe will never see any benefits from WNIC, a shamelessly unscrupulous and corruptcompany preying on the elderly Best regards, [redacted] ***
Dear Ms***: This letter is in response to your March 28, correspondence regarding the above referenced case numberThis matter has been referred to my attention for review and responseWe appreciate the opportunity to respondKeeping policy information secure and private is one of our top prioritiesIn compliance with state and federal privacy laws, we are required to restrict access to policy information to the owner of the policyWe are allowed to disclose information only as authorized in writing by the policy owner, or as otherwise permitted by lawBecause we have not received written authorization from the policy owner to disclose information to you, we cannot provide you any information on the policyThus, your request for information will be addressed directly with the policy ownerShould you have any further questions or need additional information, please contact me directly at (254) 750-***My email address is R [redacted] @texaslife.comSincerely, Robbin [redacted] , PCS, FLMJ, AJRC, ARA/cs Senior Associate/Customer Service Specialist
RE: Washington National Insurance Company Consumer: [redacted] Case Number: [redacted] Dear Revdex.com of Central Indiana: This letter is in response to your correspondence dated and received in our office April 4, Thank you for allowing us the opportunity to address this matterIn your correspondence you requested information regarding the above referenced complainant In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other persons, except as authorized in writing or otherwise permitted by lawSince at this time we do not have an authorization on file to release information to you, we have communicated directly with Mr [redacted] addressing his concernsWe 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 out customer service department at 800-541-Sincerely,Michael [redacted] Consumer Relations
Thank you for your correspondence from [redacted] , on behalf of [redacted] , regarding Ms [redacted] policy with Washington National Insurance Company Under the heading Benefit Provisions, the policy states: Benefit Eligibility: To be eligible for benefits provided by this policy, you must give us periodic proof, in the form of a certification and assessment from a Doctor (or other proof approved by us) which demonstrates that the covered care, services or other items are necessary because you are: (a) Functionally Incapacitated and cannot perform at least two Activities of Daily Living; or (b) Cognitively Impaired The policy defines Cognitive Impairment as follows: "Cognitive Impairment" means the deterioration or loss in intellectual capacity requiring substantial supervision for protection of self and others; as established by the clinical diagnosis of any licensed practitioner in this state authorized to make such a diagnosisSuch diagnosis shall include the patient's history and physical, neurological, psychological and/or psychiatric evaluations, and laboratory findings The policy defines Functional Incapacity as follows: "Functional Incapacity" means the inability to perform, without human assistance, in two or more of the following Activities of Daily LivingThe Activities of Daily Living used to measure Functional Incapacity are: Bathing — the ability to wash oneself by sponge bath; or in either a tub or shower, including the task of getting into or out of the tub or shower Continence — the ability to maintain control of bowel or bladder function, or, when unable to maintain control of bowel or bladder function, the ability to perform associated personal hygiene (including caring for catheter or colostomy bag) Dressing — the ability to put on or take off all items of clothing and any necessary braces, fasteners, or artificial limbs Eating — the ability to feed oneself by getting food into the body from a receptacle such as a plate, cup, or table or by a feeding tube or intravenously Toileting — the ability to get to and from the toilet, getting on and off the toilet, and performing associated personal hygiene Transferring — sufficient mobility to move into or out of a bed, chair, or wheelchair or to move from place to place, either via walking, a wheelchair or other means The evidence that we reviewed indicated that Ms [redacted] did not meet the definition of Cognitive Impairment .or the definition of Functional Incapacity Amarillo Home Care Services provided a Plan of Care with a notation that they would not be providing any help with Activities of Daily Living (ADL's), but would only be performing homemaker services We reviewed the Aide Visit Notes that were completed by the caregivers from Amarillo Home Care ServicesIn the notes for each visit, it was documented that the only services performed were housekeeping and meal preparation, and that no assistance with the policy's Activities of Daily Living was providedEach day's notes were signed by the caregiver and by Ms [redacted] An in-person assessment visit was conducted on October 5, by an independent nurse from an outside agencyThe nurse's report showed that Ms [redacted] required no assistance with any of the policy's specified Activities of Daily Living (ADL's), and that she did not have Cognitive Impairment as defined by the policy Ms [redacted] subsequently verified by telephone on October 24, that she did not require assistance with any of the ADL's defined in the policy, and confirmed that she was able to perform them independently It was concluded therefore that Ms [redacted] was not Functionally Incapacitated or Cognitively Impaired as required by the policy for benefit eligibilityEligibility is not based on diagnosisBenefits can only be paid in accordance with the terms and conditions of the policyShe was mailed a letter on October 30; advising of the denial An appeal was received December 20, Ms [redacted] claim was then reviewed by management in a formal Appeals processAfter careful review, it was determined that the denial of benefit eligibility would be upheld as she did not meet the policy's stated eligibility requirements A second appeal was received May 7, 2015, A review of Ms [redacted] claim was then conducted by senior managementBenefits can only be approved in accordance with the policy contractTherefore the denial of Home Health Care benefits was upheld as she did not meet the policy's stated eligibility requirements Under the heading Benefit Provisions, the policy states: Independent Living Benefit: We will pay an Independent Living Benefit to you while this policy is in forceWe will pay this benefit if it is determined by your doctor or Care Coordinator that you are having difficulty performing two or more Activities of Daily LivingThe Independent Living benefit includes such services as shopping, housekeeping, transportation, and cookingIn no event will the amount of this benefit exceed the Independent Living Benefit Lifetime Maximum shown on the Schedule Please be advised that Ms [redacted] benefits were considered under the Independent Living BenefitOn March 25, 2015, she was mailed a letter and plan of care advising her benefits were approved for dates of service September 16, through October 4, On April 1, 2015, she was issued a benefit payment of $for dates of service ranging from September 16, through September 30, Enclosed is a copy of the policy, the Explanation of Benefits, medical records used in the determination, aforementioned correspondence and call logIf you have any questions regarding this matter, please contact Ketrina [redacted] , Supervisor, at (317) 566-or fax them to (317) 566 Sincerely, Jaime [redacted] Consumer Support Specialist WASHINGTON NATIONAL INSURANCE COMPANY
Dear [redacted] ***: This letter is in response to your correspondence received in our office on June 9, 2017, regarding the above-referenced complainantThank you for allowing us the opportunity to address this matter Policyholder's information is confidential; therefore, we require an authorization to release this information to youWe spoke with Mr [redacted] on June 16, and 21, 2017, and addressed his concernsAll benefits are paid in accordance with the specifications outlined in the policy provisions We want to assure you of our continued commitment to provide the best possible customer serviceIf you have any questions, or if we may provide any further assistance, you may contact our customer service department by dialing (800) 541- Sincerely, Kimberly H [redacted] Consumer Relations
RE: Washington National Insurance CompanyCustomer: [redacted] ***Complaint ID: [redacted] Dear Ms***: This letter is in response to your correspondence dated and received June 16, 2016, concerning the above-referenced ID numberThank you for allowing us the opportunity to address this matter We have responded directly to Ms [redacted] and have answered her concerns We want to assure you of our continued commitment to provide the best possible customer serviceIf you have any questions, or if we may be of fut1her assistance, you may contact me directly by calling (317) 817- Sincerely, Angela LB [redacted] Consumer Relations
Dear Ms [redacted] This letter is in response to your correspondence dated and received in our office May 3, Thank you for allowing us the opportunity to address this matter In your correspondence you requested information regarding the above referenced complainant In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other persons, except as authorized in writing or otherwise permitted by lawSince at this time we do not have an authorization on file to release information to you, we have communicated directly with Mrs [redacted] , addressing her concernsWe want to assure you our continued commitment to provide the best possible customer serviceIf you have any questions, or if we may provide any further assistance, you may contact out customer service department at 800-541-Sincerely, Michael C [redacted] Consumer Relations
Washington National Insurance CompanyPO Box 1916Carmel, IN March 14, [redacted] ***Revdex.com Serving Central IndianaNDelaware Street #2020Indianapolis, IN RE: Washington National Insurance Company Consumer: [redacted] Case ID: [redacted] Dear Ms***: This letter is in response to your correspondence dated and received in our office onMarch 9, 2017, concerning the above-referenced case number Thank you for allowing us the opportunity to address this matterWe have responded directly to Ms [redacted] regarding this matter 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, our office can be reached by calling (800) 525-Sincerely, Angela LB***Consumer Relations
Washington National Insurance Company PO Box Carmel IN 46082- November 11, Revdex.com of Chicago and Northern Illinois NWabash, Suite Chicago, IL 60611- VIA: Revdex.com Portal RE: Washington National Insurance Company Consumer: [redacted] Case ID Number: [redacted] To Whom It May Concern: This letter is in response to the correspondence received in our office on November 6, Thank you for the opportunity to respond You stated in your letter that the original complaint was received on October 25, 2016, and no response from Washington National Insurance Company We were unable to locate your first complaint; however, we have resolved Ms [redacted] issue We want to assure you of our continued commitment to provide the best possible service If we may be of further service, please contact our customer service department at (800) 525- Sincerely, Nina B [redacted] Consumer Relations
This letter is in response to your correspondence dated and received in our office June 16, Thank you for allowing us the opportunity to address this matter.In your correspondence you requested information regarding the above referenced complainantIn compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other persons, except as authorized in writing or otherwise permitted by lawSince at this time we do not have an authorization on file to release information to you, we have communicated directly with Mrs [redacted] , addressing her concerns.We want to assure you our continued commitment to provide the best possible customer serviceIf you have any questions, or if we may provide any further assistance, you may contact out customer service department at 800-541-2254.Sincerely,Michael C [redacted] Consumer Relations
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Typical response from Washington National, Delay-Deflect-Denial! Their strategy is delay till either the statutes of limitation are exceeded or I die I have received no payment from Washington National, to date the payment plus interest due is over $270, I have written over a dozen letters to WN with no acknowledgement of the content thereinMy position has not changed, Washington National should pay the maturity account value immediately - my lawyer concurs see his demand letter and my earlier correspondence attached Thank you for bringing this matter to the attention of Washington National Regards, [redacted]
Dear Revdex.com of Central Indiana: This letter is in response to your correspondence received in our office on March 29,2016, regarding the above-referenced complainantThank 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 youWe spoke with Ms [redacted] on February25, March 8, and April 5, We also corresponded with her on March 23,2016, advising the required documentation needed to address her concerns We want to assure you of our continued commitment to provide the best possible customer serviceIf you have any questions, or if we niay provide any further assistance, you may contact our customer service department by dialing (800) 541- Sincerely, Kimberly [redacted] Consumer Relations
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Dear Revdex.com and Washington National Insurance Company,More delay tactics from Washington National Insurance Company, stall the process, deflect the conversation, deny the paymentThe previous checks from Washington National were unacceptable and returned for insufficient paymentAs of close of business today the amount due is $280,representing the guaranteed maturity value $255,and interest at 3% as demanded by California Insurance Commissioner David J***READ "$Million in Unclaimed Life Insurance Benefits Statewide", April 2016, by Melody G [redacted] , San Francisco Chronicle Dave J***, California’s insurance commissioner, said companies are required to pay the full value of old policies to beneficiaries for accounts going back to that they may have been drainingThe companies are also required to pay beneficiaries percent compounded interest on the value of the accounts.READ the account statement provided by Washington National Insurance Company showing the annuity value was $213,on December COMPLY with contract terms, endorsement page guaranteeing spousal continuation of contractREAD my previous letters addressed to Washington National more of them attached belowREAD the demand letter legal analysis sent by our council WATCH "Not Paid" by 60-Minutes Leslie S [redacted] about unpaid insurance balances due millions of senior insurance beneficiaries like us Provide an up-to-date closing statement and a check for the guaranteed maturity value plus interest now compounded as $280, Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below As a potential customer of Washington National Insurance Company I would still recommend people to be cautious I was misled by their sales rep, which caused me to accept a policy erroneously Canceling the policy was very painful I did exactly what the policy book told me to, but it took me months and tons of documentation to accomplish this I was told several times that they would not refund me according to their full refund policy Luckily I saved all faxes, emails, and text messages with the company and sales repas well as refusing to take no for an answer.Yes they finally did fulfill their “Ten Day Option to Surrender” policy, but only because I forced their hand.Regards, [redacted]
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear... below. Regards, [redacted] I have heard from the the company and was told my claim would continue. I have not had it in writing nor have I seen anything for my claim 3 months later. I'll be satisfied when I have it in writing and my claim has actually been taken care of. Thank you . [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Delay deflect, deny, that is the MO of Washington NationalNO payment was deposited, show me the canceled checkAmount due since 20Jan Amount due with interest now $271, Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Another typical response from Washington National, delay, deflect, deny.Deflecting the Revdex.com mediation offering is characteristic of one obscuring the contractual factsYour good faith stinksYou should be investigated by the Insurance Commissioner of Indiana for bad-faith insuranceWe find your threats offensive and have responded in-kindFor historical context call my lawyer at [redacted] , [redacted] ***.Maturity Value is $255,plus 3% interest COB today: $281, Regards, [redacted]
RE: Washington National Insurance Company Consumer: [redacted] Case Number: [redacted] Dear Ms***: This letter is in response to your correspondence dated and received in our office September 13, Thank you for allowing us the opportunity to address this matterIn your correspondence you requested information regarding the above referenced complainant In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other persons, except as authorized in writing or otherwise permitted by law Since at this time we do not have an authorization on file to release information to you, we have communicated directly with Mrs [redacted] ***, addressing her concernsWe 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 out customer service department at 800-541-Sincerely, Michael C [redacted] Consumer Relations
This letter is in response to your September 22, correspondence regarding the above referenced complaint number Keeping policy information secure and private is one of our top prioritiesIn compliance with state and federal privacy laws, we are required to restrict access to policy information to the owner of the policyWe are allowed to disclose information only as authorized in writing by the policy owner, or as otherwise permitted by lawBecause we have not received written authorization from the policy owner to disclose information to you, we cannot provide you any information on Ms [redacted] s policyThus, 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 8:00AM to 5:PM Central Time Sincerely, Client Services