Skolniks Bagel Bakery Restaurants

Based on receipts provided by customer for payments given to her agent, NGL will be applying the missing funds to policy I have spoken with Ms [redacted] to discuss her complaintand believe we have resolved the issue Ms [redacted] will begin receiving premium notices directly from NGL and all future premium payments will be sent directly to us instead of her agent

NGL strives to provide great customer service to its customers While it was not our intent, it is clear that this was not provided to MrClay and for that we sincerely apologize The concerns shared by MrClay have been sent to our customer service and mailing departments to ensure that proper follis done with a customer regarding any issues or delays in sending information or policy documents to its customersJerie Olson, Compliance Director

As was previously explained , the policies in question were issued and sent to our mailing department for distribution a couple times but were rerouted back to policy administration due to a missing piece of information from the agent on the applicationThere was no intent to deceive MrClay with incorrect information or hold up the receipt of his policiesWe do not send out the policy documents until all documentation is received and complete There were initials required on the applications to verify the answers to the health questionsWe received those initials but were delayed from mailing the policies waiting on a signature from the agentWhen he contacted us in September the representative was not aware of the application issue and therefore was unaware of the mailing holdup Once the updated applications were received the policies were overnighted to the Clay’s on 11/I confirmed with MrClay that they in fact received themI also reminded him that they do have their 30-day free look period, which would start on the date of deliveryThey certainly have a right to cancel their policies if they feel the policies will not meet their needs The policies were issued as of 8/26/so they have been fully covered since that time Please feel free to contact me should you have any additional questions or concerns regarding this matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
My response to this company: If what you say is true, please provide me with the contact information for this telemarketer and I will be satisfied with your response.Thank you
Regards,
*** ***

In reviewing the policy file I see that the administrative error was corrected and a replacement payment was processed and direct deposited into MsGhani's account on 12/30/16. This matter should now be resolved

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Thank you for your help with this complaintI am grateful for all the work you did to help me.I am now satisfied with this company' response.Again, Thank You.
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. With these assurances on the part of NGL to refer this incident to the appropriate departments and personnel and to review and evaluate its procedures, I am satisfied that my complaint has been satisfactorily addressed and acted on
Regards,
*** ***

As was previously explained , the policies in question were issued and sent to our mailing department for distribution a couple times but were rerouted back to policy administration due to a missing piece of information from the agent on the application. There was no intent to deceive Mr. Clay with incorrect information or hold up the receipt of his policies. We do not send out the policy documents until all documentation is received and complete.
There were initials required on the applications to verify the answers to the health questions. We received those initials but were delayed from mailing the policies waiting on a signature from the agent. When he contacted us in September the representative was not aware of the application issue and therefore was unaware of the mailing holdup.
Once the updated applications were received the policies were overnighted to the Clay’s on 11/1.16. I confirmed with Mr. Clay that they in fact received them. I also reminded him that they do have their 30-day free look period, which would start on the date of delivery. They certainly have a right to cancel their policies if they feel the policies will not meet their needs.
The policies were issued as of 8/26/2016 so they have been fully covered since that time.
Please feel free to contact me should you have any additional questions or concerns regarding this matter.

Mr. [redacted] is correct that the application was dated 2/25/15, but it was not received in our office until 3/2/15.  The application specifically sates that "no insurance shall take effect until a policy is issued and delivered to the Applicant and the full first premium received by the...

Company during the lifetime of the insured.  The policy was issued on 3/5/15.  The policy issued was a guaranteed issue policy which provided for a limited death benefit in the first two years.  While I can understand Mr. [redacted]'s frustration, we must administer all policies in accordance with their provisions and must do so fairly across all policyholders.  We are unable to make an exception to the timing requirement.  The death benefit provided is in accordance with the death benefit allowed under the policy. Thank you, [redacted]Compliance Director, NGL

There was a delay in the mailing of the policies due to missing information from the agent.  That information was received and the policies were overnighted to the Clay's on 11/1 for delivery on 11/2 (see attached copy of UPS notification).

The address we found on this entity is [redacted]  [redacted]  We do not have a phone number for this entity.  As a reminder, we were not directly affiliated with this group so the information here is what we were able to obtain.

Revdex.com:
I have reviewed the...

response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I would like some clarification from the insurance company of their terse, cryptic explantion of "There was a delay in the mailing of the policies due to missing information from the agent."What does this mean?  What "missing information"?  And what "agent"?  And, if there was missing information, why was I not told this when I called in September and then again in October?  NOTHING of this kind was said to me on either of the occasions when I called the company.  On the contrary, I was simply told that another copy of my policy would be sent right away.  I was not told that anything was "missing."  If it was, why wasn't I told then?!Furthermore, even if something was "missing," why did it take NGL over two months to acquire whatever was "missing"?!  In this day of electronic communication and overnight delivery, why did it supposedly require over two months to acquire this purportedly "missing information"?!I simply do NOT understand this "explanation" of what happened, nor does it sound credible.  Frankly, it sounds more like a hastily jerry-rigged excuse, and a bunch of gobbledygook, concocted to cover the tracks of just outright bad, unresponsive customer service.I would like a more detailed, coherent explanation from NGL about what really happened, one that I can understand (and believe!).
Regards,
[redacted]

Based on receipts provided by customer for payments given to her agent, NGL will be applying the missing funds to policy.  I have spoken with Ms. [redacted] to discuss her complaintand believe we have resolved the issue.  Ms. [redacted] will begin receiving premium notices directly from NGL...

and all future premium payments will be sent directly to us instead of her agent.

NGL strives to provide great customer service to its customers.  While it was not our intent, it is clear that this was not provided to Mr. Clay and for that we sincerely apologize.  The concerns shared by Mr. Clay have been sent to our customer service and mailing departments to ensure that proper follow-up is done with a customer regarding any issues or delays in sending information or policy documents to its customers. Jerie Olson, Compliance Director

Thank you for taking the time to share your experience regarding the phone calls you received soliciting insurance on behalf of National Guardian Life Insurance Company (NGL).  NGL takes these matters seriously and appreciates you sharing your concerns with us.
 
NGL’s business model...

does not currently include outbound solicitation.  While NGL does work with various call centers, they are built around an in-bound call structure based on customer requests for contact.  These call centers do utilize vendors for lead generation.
 
NGL has investigated this matter and have found the lead generation source where these calls came from.  This source was affiliated with one our marketing organizations. This particular vendor utilizes an out-bound call structure.   NGL had no prior knowledge of, nor approval of this business operation and is not directly affiliated with this entity. 
 
This organization has been notified to cease all operations related to NGL’s products and you should not be receiving any further solicitation.
 
Thank you.