Phoenix Insurance

We have completed our review of the concerns by Mr [redacted] in complaint filed with Revdex.com on 12/20/After a thorough investigation of the information available to us, we have determined that the facts presented by the complainant are not supported by our recordsWe therefore respectfully decline Mr [redacted] 's request for a refund for all premiums paid for the benefit of this policyOur records show that the subject policy was issued in November 2013, not late or early as indicated by the complaint, based on our receipt of an application signed by Mr [redacted] and submitted by insurance agent [redacted] ***The application received indicated that the desired method of payment was through pre authorized monthly deductions from the bank designated by the complaintA copy of a VOID check from Mr [redacted] 's account with [redacted] Bank N.Awas submitted with his insurance application in support of his authorizationAt no point during the life policy has the contract been on any form of billing/payment other than pre authorized monthly deduction without interruption, from November through November Nor are there any records indicating that the client contacted Phoenix regarding his policy at any time during the four years the policy had been in effect, despite our having provided him with annual policy statements each years the policy has been in forceWe presume that Mr [redacted] 's bank has also provided him with numerous statements since his policy issue in November which detailed the monthly premium deductions he authorizedDespite these notifications, we have no record that either Mr [redacted] or Mr [redacted] have ever contacted Phoenix, either by phone or in writing, to request the cancellation of this policy or to question its existenceAs the complaint indicated in his letter, he has the right to surrender his policy for its cash surrender valuehe should contact Customer Care at [redacted] to obtain the necessary forms if interested in pursuing this optionThank you for the opportunity to repondPlease contact me at [redacted] if you should have any further questions regarding this matter

This is a response to your request for information on the above numbered file*** *** has raised concerns regarding the lapse of her life insurance policy, claiming that she was "not informed of the address change by Phoenix" before the lapse of her policyWe have completed our review of
the information available at this time and offer you our findingsPrior to lapsing policy *** was a phoenix Proctector term (PPT20) issued October 13, with a face amount of 1,000,and an annual premium of The premium is level for the first twenty policy years, increasing each year thereafter for ten years, designed to expire on the thirtieth policy anniversary, or October 13, It is the responsibility of the policy owner to make timely payments in order to keep their life insurance from lapsingOn September 18, a Notice of premium due was sent to Ms*** at her address of record, billing for her annual premium that was due on October 13, When the premium that was due on October 13, When the premium had not been received upon expiration of the day grace period a lapse warning was mailed on October 14, warning of the consequences of non payment of the premium dueThe letter urged her to remit payment no later than December 11, 2015, which was printed clearly on both of these noticesOn December 14, when the amount due on the policy was two months in arrears the policy lapsed in accordance with contract termsA Confirmation of Lapse was mailed to Ms*** on December 14, As previously stated all notices were sent to Ms***'s address of recordThis is the same address reflected on the complaint form that she completed for the bureauNotwithstanding, no inquiry was received from *** *** until the policy had lapsedDuring this time a Policy Anniversary Statement was also sent to Ms***, which was another reminder of the annual premium coming dueShortly after the policy lapsed we received Ms***'s application for reinstatementOn December 29th we wrote to her requesting additional information, which has not yet been receivedAs of today, the case is still under review by our Underwriting Team for reinstatement approvalWe have taken in to consideration the facts and circumstances that lead to the lapse of Ms***'s policyFrom that review, it is apparent that Ms*** was properly notified of the premium due October 13, 2015, the impending lapse of the policy, and provided with sufficient time to pay the amount due before the policy lapsed, including a day extensionWhile we regret having to disappoint our client on this occasion, we believe that all actions taken by phoenix have been in accordance with terms of the policy contract and consistent with pour responsibility under insurance law

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Regards,
*** ***

We have completed our review of the concerns by Mr. [redacted] in complaint filed with Revdex.com on 12/20/2017. After a thorough investigation of the information available to us, we have determined that the facts presented by the complainant are not supported by our records. We therefore respectfully...

decline Mr. [redacted]'s request for a refund for all premiums paid for the benefit of this policy. Our records show that the subject policy was issued in November 2013, not late 2011 or early 2012 as indicated by the complaint, based on our receipt of an application signed by Mr. [redacted] and submitted by insurance agent [redacted]. The application received indicated that the desired method of payment was through pre authorized monthly deductions from the bank designated by the complaint. A copy of a VOID check from Mr. [redacted]'s account with [redacted] Bank N.A. was submitted with his insurance application in support of his authorization. At no point during the life policy has the contract been on any form of billing/payment other than pre authorized monthly deduction without interruption, from November 2013 through November 2017. Nor are there any records indicating that the client contacted Phoenix regarding his policy at any time during the four years the policy had been in effect, despite our having provided him with annual policy statements each years the policy has been in force. We presume that Mr. [redacted]'s bank has also provided him with numerous statements since his policy issue in November 2013 which detailed the monthly premium deductions he authorized. Despite these notifications, we have no record that either Mr. [redacted] or Mr. [redacted] have ever contacted Phoenix, either by phone or in writing, to request the cancellation of this policy or to question its existence. As the complaint indicated in his letter, he has the right to surrender his policy for its cash surrender value. he should contact Customer Care at [redacted] to obtain the necessary forms if interested in pursuing this option. Thank you for the opportunity to repond. Please contact me at [redacted] if you should have any further questions regarding this matter.