ReliaStar Life Insurance Company

I have three accounts with Voya. I needed a new roof so I have been trying for 50 days to get a small portion of that money. I still do not have it. Problem #1: On June 2, I was emailed a form to fill out. (See appendix A) One June 3, I called the Voya office for help in filling out the paperwork that I downloaded. Following the directions from Customer Service, I then mailed it to the Florida address she had emailed me. Two weeks later I was given a snail mail letter from North Dakota that said page 4 and 5 was missing. Rather than calling the Florida group and having them refax the missing pages, Voya chose to have me re-mail it to them at the North Dakota office. (See appendix B) The Dakota group already had page 7 which includes my signature giving them permission to communicate with the Florida group.

Problem #2: I called Customer Service for assistance again because I couldn’t remember the Federal and State tax amounts that she had given me the first time. Wanting to make sure I did it properly, I went over page 4 and 5 with the Customer Service agent. The form is titled: Full or Partial withdrawal request.On page 4, it says, “Reason for withdrawal”. I checked, “A. Attainment of Age 59 ½” because I am 64 years old. The Voya customer service person told me I had to check “B. Termination of Employment - date required” so I put in the date that I retired. (See appendix A) I did ask why I had to fill this out as well, the Customer Service agent actually said, “I DON’T CARE HOW YOU FILL IT OUT”! Wow, I can’t believe Voya has employees that don’t care!

Problem #3: A week later I received another letter saying, “if you are looking for BSF, please provide termination date approved by third party”. (See appendix C) How am I supposed to know what a BSF is? I called Customer Service. She said that they needed to know how old I was when I retired. I said, “You already know, you have my birthday, plus, I already checked on the form that I was over 59 ½”. She said, “We just needed to know verbally so we can process this form. Now that you have given me this, I will take care of this.”.

Problem#4: Another week goes by, and I received another slow mail letter that says, “To process your withdrawal request please termination date approved by third party approverto opt for benefit sensitive feature.” (See appendix D) When I called this time to Customer Service I talked with a man named Ayo. What a pleasant person! He listened to me and then put me on hold for a little while. He said he would investigate the situation and call me back. Which he did! It was at 5:30 which was a surprise that he would call me after work hours. He explained that I should call the Florida group. He gave me the phone number, and told me to have the Florida group contact my former employer to validate how old I was when I retired. He explained it with care and I understood what I needed to do. I called the Florida group. I talked with Rachelle. She was very kind. She said that if Voya would have called them for the missing pages at the beginning they would have been happy to refax them. She also said that marking that I was already over 59 ½ years old should have been enough. I didn’t need to also mark the termination date of my employment as I had been instructed to do from the Customer Service agent at Voya! She not only sent Voya the validation, but she also sent me an email to let me know it was taken care of within 24 hours!

Problem #5: I was told it was a two week process to get my money. I started this process June 2. I called July 13 and asked what was going on. The girl at Customer Service said that my check was mailed July 10. I called again on July 20. Customer Service said it can take 7 to 10 business days. Today is July 22. It has been 10 business days. I still do not have my check. It was been 50 days since I started this process. Voya is incredibly inefficient.

Problem #6: I am now losing interest money from my bank account because I had to pay the roofers their money for fixing the roof out of my personal account. Oh, yes, Voya doesn’t care!

I have three accounts with Voya. I needed a new roof so I have been trying for 50 days to get a small portion of that money. I still do not have it. Problem #1: On June 2, I was emailed a form to fill out. (See appendix A) One June 3, I called the Voya office for help in filling out the paperwork that I downloaded. Following the directions from Customer Service, I then mailed it to the Florida address she had emailed me. Two weeks later I was given a snail mail letter from North Dakota that said page 4 and 5 was missing. Rather than calling the Florida group and having them refax the missing pages, Voya chose to have me re-mail it to them at the North Dakota office. (See appendix B) The Dakota group already had page 7 which includes my signature giving them permission to communicate with the Florida group.

Problem #2: I called Customer Service for assistance again because I couldn’t remember the Federal and State tax amounts that she had given me the first time. Wanting to make sure I did it properly, I went over page 4 and 5 with the Customer Service agent. The form is titled: Full or Partial withdrawal request.On page 4, it says, “Reason for withdrawal”. I checked, “A. Attainment of Age 59 ½” because I am 64 years old. The Voya customer service person told me I had to check “B. Termination of Employment - date required” so I put in the date that I retired. (See appendix A) I did ask why I had to fill this out as well, the Customer Service agent actually said, “I DON’T CARE HOW YOU FILL IT OUT”! Wow, I can’t believe Voya has employees that don’t care!

Problem #3: A week later I received another letter saying, “if you are looking for BSF, please provide termination date approved by third party”. (See appendix C) How am I supposed to know what a BSF is? I called Customer Service. She said that they needed to know how old I was when I retired. I said, “You already know, you have my birthday, plus, I already checked on the form that I was over 59 ½”. She said, “We just needed to know verbally so we can process this form. Now that you have given me this, I will take care of this.”.

Problem#4: Another week goes by, and I received another slow mail letter that says, “To process your withdrawal request please termination date approved by third party approverto opt for benefit sensitive feature.” (See appendix D) When I called this time to Customer Service I talked with a man named Ayo. What a pleasant person! He listened to me and then put me on hold for a little while. He said he would investigate the situation and call me back. Which he did! It was at 5:30 which was a surprise that he would call me after work hours. He explained that I should call the Florida group. He gave me the phone number, and told me to have the Florida group contact my former employer to validate how old I was when I retired. He explained it with care and I understood what I needed to do. I called the Florida group. I talked with Rachelle. She was very kind. She said that if Voya would have called them for the missing pages at the beginning they would have been happy to refax them. She also said that marking that I was already over 59 ½ years old should have been enough. I didn’t need to also mark the termination date of my employment as I had been instructed to do from the Customer Service agent at Voya! She not only sent Voya the validation, but she also sent me an email to let me know it was taken care of within 24 hours!

Problem #5: I was told it was a two week process to get my money. I started this process June 2. I called July 13 and asked what was going on. The girl at Customer Service said that my check was mailed July 10. I called again on July 20. Customer Service said it can take 7 to 10 business days. Today is July 22. It has been 10 business days. I still do not have my check. It was been 50 days since I started this process. Voya is incredibly inefficient.

Problem #6: I am now losing interest money from my bank account because I had to pay the roofers their money for fixing the roof out of my personal account. Oh, yes, Voya doesn’t care!

In a very small insurance claim for my deceased father, Voya required death certificates for my father and 3 separate beneficiaries be sent to them (as proofs of death). I sent them the claim package including the 4 death certificate originals and requested in the cover letter all be returned after Voya was done with them.

Voya took longer than they said they would to process the claim and each time I called they assured me all was being completed --- they eventually paid the claim. HOWEVER they did not return the death certificates as I had requested in the initial claim package. I called them several times and my father's death certificate eventually showed up but none of the others. I called again and asked why I had not received all the certificates. They had no answer except that they would take care of the issue.

Voya just called me and said they did not have the death certificates. They also told me I had not requested the certificates be returned. After I told them about the cover letter on the claim package (with the request in writing for the certificate return), they then admitted a mistake might have occurred but said nothing could be done. I find that response unacceptable as believe they have an ethical and fiduciary responsibility to return them.

Voya advertises they are an ethical company but my experience has been to the contrary. Their response has been most disappointing and frustrating; they use bureaucratic language to divert or discourage questions, didi not respond in a timely matter and they seem to disregard the impact of their actions... they never returned the 3 death certificates despite repeated queries.

Voya seems to believe the certificates are not important, but I want them back as I requested in writing and verbally. The seeming disrespect demonstrated to my deceased father, mother, grandmother and grandfather by the Voya response has been difficult to understand and very sad.

For the past six weeks I have tried to obtain information about my annuity for the purpose of maintaining the lease on my apartment. I am 89 years old and I am appalled at the ineptness of the company. I have not yet been able to have the information requested sent to the management company that requires it.

For the past six weeks I have tried to obtain information about my annuity for the purpose of maintaining the lease on my apartment. I am 89 years old and I am appalled at the ineptness of the company. I have not yet been able to have the information requested sent to the management company that requires it.

I have had nothing but good experiences with Voya! I have critical, wellness and accident insurance with them. The Wellness program is amazing I have never had any Problems. I do have an accident claim in now, so I pray I’m not biting my tongue in a few days. But I just wanted to give them, and their customer service people a huge TY for being amazing every time I call!!!!

I have had nothing but good experiences with Voya! I have critical, wellness and accident insurance with them. The Wellness program is amazing I have never had any Problems. I do have an accident claim in now, so I pray I’m not biting my tongue in a few days. But I just wanted to give them, and their customer service people a huge TY for being amazing every time I call!!!!

For ten years I have been trying to get a ReliaStar Life Insurance Policy to put my correct name as the owner of the policy. ReliaStar is managed by Voya Financial. I have filled out numerous forms, included my divorce degree with the name change, written letters every January when I pay the premium and mailed the request to both Voya Financial at *** Minneapolis, MN 55401 as well as ReliaStar Life Insurance Co. at *** Chicago, IL 60682-0083. In 2009, I got divorced in 2009 and changed my name. The life insurance policy is for my son for $5,000. The premium notice always indicates that my married name is the owner. I want the policy to indicate that my correct name, legally changed at the time of the divorce is indicated as the owner and I want to see my correct name on the yearly premium notice, please.

They advertise no forms needed and payment guaranteed. All they do is want more and more paperwork. Keep prolonging pay out. Would not advise getting.

They advertise no forms needed and payment guaranteed. All they do is want more and more paperwork. Keep prolonging pay out. Would not advise getting.

This company denied the following claim: Claim Number: *** for the following reason: ISSUE:
Proof of claim was not provided within one year. This is simply is not true, because the claim was submitted less than a year after the accident (less than 12 months after the accident). Moreover, customer care representative reported over the phone, that the period for document submission was 15 months. This company states that the review process takes up to 10 days, and it took them 45 days to review the claim. Moreover, their representative over the phone stated that the customer should visit the doctor within 72 hours after the accident, however the symptoms of the concussion that I developed during the accident revealed themselves several days after the accident and after they have not been gone, I call for the earliest appointment that I could make with the primary physician. Please investigate this issue model that this company is practicing on their customers.

Been off work since June haven’t received none of my Critical care from the job they’re claiming that can’t pay for the care but they have received all paperwork now they claim they need doctors records for when I was in a coma and life support but they haven’t gave me information to release the medical records yet I haven’t got any pay at all nor back pay

VOYA Financial must have an outstanding Public Relations Department that gets recognition as the 2019 World's Most Ethical Company. The same cannot be applied to the subsidiary ReliaStar Life Insurance Company of New York. It has taken over three months and frequent requests to get an Illustration for my wife's existing Universal Life Insurance policy. Today, upon further review, I see that the document appears hastily prepared and not in a form that one would expect in a well formatted life insurance Illustration. More importantly, the document uses historical data that differs from what has been previously reported in Annual Reports provided by ReliaStar.

VOYA Financial must have an outstanding Public Relations Department that gets recognition as the 2019 World's Most Ethical Company. The same cannot be applied to the subsidiary ReliaStar Life Insurance Company of New York. It has taken over three months and frequent requests to get an Illustration for my wife's existing Universal Life Insurance policy. Today, upon further review, I see that the document appears hastily prepared and not in a form that one would expect in a well formatted life insurance Illustration. More importantly, the document uses historical data that differs from what has been previously reported in Annual Reports provided by ReliaStar.

I lodged a complaint with Quinn ***, a Voya Customer Service Supervisor on August 19th, 2019 regarding the payment we made on June 10th, 2019 on his policy for $6,626.32. I was told this complaint would be addressed by a Review Board in 3 to 5 business days. It has now been 3 weeks since the complaint was made and I have not received any communication regarding whether my complaint was reviewed, and if so, what the outcome was.
My request was for a refund of the $6,626.32 paid on June 10th, 2019 due to the incomplete and misleading Grace Period Notice letter that was sent to my father, Gene, and that it was also not explained, noted or disclosed in subsequent calls I made to Customer Service or on additional policy materials provided by Voya when we were trying to understand the policy.
The notice to make payment dated May 9, 2019 (Exhibit A) makes no reference to an abbreviated period of coverage and as such it can only be concluded that it was a premium payment that would bring the policy current for an entire year. I subsequently learned through receipt of another notice to make payment dated August 1, 2019 for an amount of $1,900.96 (Exhibit B) and additional calls to Customer Service that the June Payment request was only calculated to cover a 3-month period.
1.This abbreviated coverage term was not displayed or communicated on the original Grace Period Notice, in any fashion.
2. It was also never explained or noted during multiple calls I made to Customer Service prior to the June 10th payment when we were trying to understand the policy and make a decision about making a payment.
3. It was not shown or displayed on the Policy In force Illustration Summary that I requested (dated 5/23/19 – Exhibit C) before making the $6,626.32 payment. All line items on that illustration are shown to be annual in nature.
4. The last time Gene paid an annual premium on this policy was in 1994. From that time until 2019, the cash surrender value on the policy was

I have been trying for 3+months to receive refund for insurance policy I cancelled in dec of 2018 .after calling 10+ times they decided to cancel policy in February 2019. Returned some of money but not all. Evertime I call I get a run around. I have submitted proof of payments but am not getting redund. And everytime I call I am always told it takes 10 days ro process. They have the longest 10 day (business) turnaround ever.

Been attempting to get my investment money out a 403b account for over a year. The company has been making fill out paper work after paper work with no resolution. The money was getting transferred into a different retirement account where it can allow me to increase my portfolio. Furthermore, the company refused to talk to my new retirement carrier. Now the company is attempting to hold my account for up to 20 business days where it is not allowing to invest it.

I had a $1M coverage with Reliastar/Voya Financial, which I had purchased with reliastar. On 7/18/2018, I contacted the customer service and asked to lower the face amount. They sent me form and I submitted the form. I never heard back from them, if I had entered anything inorrectly or I needed to pfovide more information. I called the customer service, they told me to email. I emailed, they told me to call the number and so on it' sbeen dragging on for the past few months. After several tries, finally I was able to talk to someone today over the phone that sent me the form and replied back to the email that I had sent the rihg information.
the difference in premium between what I had asked to lower face amount to from $1M to $30000 was $87/month. The original premium I've been paying was $117 instead of lower premium of $30.

As a retired teacher, my school used Voya to hold my retirement annuity. Upon retiring this summer, it became clear that in order to withdraw funds in a timely matter, Voya had a process that took nearly two weeks to complete. This complicated mortgage payments and other timely bills because of the excess paperwork and processing time.
I also have funds in another financial organization, Thrivent, and they offered to manage my annuity where I would have access to the money whenever I needed it. After completing an October transaction with Voya, I called to tell them of my plans to move the annuity funds to Thrivent (Oct 26). They sent me the appropriate forms and according to Voya they had the completed forms by Nov 2. But apparently they did not receive the proper request from Thrivent until Dec 4 because of a miscommunication, Thrivent did not seem to be aware of Voya's written obligatory needs.
At this point, all the paper work is completed and approved by Voya but they still have not released the funds to Thrivent. I have called multiple times and have been told various dates I should expect the funds, all of which have past. I was informed today by a supervisor that by law they have 20 days to process and I would need to wait my turn. It did not matter if my mortgage payment or end of year taxes were late. "Why should I process your request before others." he said.
I have done everything possible to expedite this so I can take care of my financial responsibilities. How can I get Voya to release MY MONEY so I can use it? I should not have to wait until the end of the year for a "process" started in October. (They keep emphasizing that this is a process I cannot rush. And today was told I need not keep calling them.)

Unsettled death claim on life insurance. Policy Number ***
Notice of death of death was reported on time with proper documents. On three occasions customer service said the check was issued, check was reissued, check will be overnight, check to receive in a week but to date I have not received the check they promised.