Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother passed away on May 1, 2025. She has had a life insurance policy with **** for decades. I contacted the company by phone and spoke with ***** on 5/5. I was supposed to receive a claim form within 2-3 business days. It's 5/11, and I have not received a claim form. An e-mail should not take a week to receive. I called ***** back on 5/7, and told her I have not received the e-mail form. I then requested a mailed claim form. I haven't received that either. I have final expenses to pay. The offices on ************ have signs posted with clear business hours. Both offices are completely closed.

  Business Response

  Date: 05/13/2025

  Hello,

  We apologize for the delay in sending the claim forms. We aim for a 2-3 day turnaround in sending the forms upon notification of death. Our standard processing time is 7-10 business days. I received confirmation this afternoon that the claim form and letter of instruction were both mailed and emailed to Mr. ******************** and ************** are handled at our ********************** and not the KSKJ Life *********** (******, **). Our business hours and contact information, as well as the ***********'s on site schedule are clearly posted.

  Thank you,

  ****** ******

  KSKJ Life

   

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23314748
  
  I am rejecting this response because:

  There are no business hours at the **************  I was there during business hours and there was no one at either office location in ********.  I was told that all operations were moved to **************, so business hours should NOT be posted outside the office locations.  Instead, customers should be directed to call the 800 number for service.  I was ringing the door bell camera like an idiot.  Not one car was in the parking lot, and no one was there.

  Furthermore, ***** in claims did not perform her job adequately.  It wasnt until I called and spoke with *** in claims a week later that I received the claim form via email.  I still havent received the paper claim form that ***** supposedly sent a week ago.

  
  Sincerely,
  
  D0nald ******

• Initial Complaint

  Date:07/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother passed away and had life insurance with this company, and when it was time to pay express funeral for her funeral KSKJ Life would not pay because according to them since I am her son and the sole beneficiary on the account and I have child support debt they said they sent all the money to child support. What does my mother dying, and her life insurance policy have to do with the debt I owe. I thought this was for her funeral cost, not to pay a debt I owe.

  Business Response

  Date: 07/31/2024

  Good afternoon,

  I received your request. In order for me to assist you further, can you please provide your mother's name and policy # that you are referring to?

  Sincerely,

  *************************

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22058308
  Mothers name: ****************************

  Policy#**********

  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/22/2024

  
  Good morning,
   
  I received the below email this morning. **************** rejected our last response. We received information from the state of California that reflected a child support hit on the name, social security number and date of birth of the beneficiary.
   
  Please let me know if I can provide any additional information to close this case with certainty.
   
  Thank you,

  
  Lauren
   
  

• Initial Complaint

  Date:05/14/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************* KSKJ is denying payment of insurance policy. Policy #**-196339 for ********************. Insurance premium was paid monthly and on time in the amount of $67.11 to KSKJ. KSKJ has denied the claim based on information they claim to have received regarding health history.

  Business Response

  Date: 05/31/2024

  Good morning,

  The above referenced life insurance death claim was denied based on inconsistent information between information provided on the application and the medical records. The medical records collected and reviewed were dated prior to the effective date of the policy.

  If the beneficiary does not agree with the decision that was made, Mr ********* is welcome to submit a letter to the KSKJ Life *********** stating the reason why he disagrees and the reasoning behind it. If he chooses to do so, the letter will be reviewed and responded to.

  Thank you,

  *************************

  Vice President of Operations

  **********************************************

• Initial Complaint

  Date:10/19/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Three months ago, I called KSKj life to cancel my life insurance. The person on the phone said I need to write a letter of cancellation. I sent that in they still took ***** out of my checking. Then I got a letter of surrender. Sent that in and they still took another ***** out . now they tell me they dont have my Social Security number on the paper of surrender so they didnt accept. they already have my Social Security number. they have my checking account number and how do I stop them from taking money?

  Business Response

  Date: 06/21/2024

  After review, please find KSKJ Lifes response to the above BBB complaint submission. The initial date of contact with ************ began on 9/18/2023.

  9/18/2023: System notes indicate ************ called requesting a booklet, customer service representative (CSR) referred him to his agent and provided agents phone number.

  9/22/2023: KSKJ received letter from ************, dated 9/18/2023, stating he would like to cancel his policy.

  9/25/2023:  Customer Service team mailed letter to ************ acknowledging that the cancellation request had been received and enclosed the proper Surrender form required for processing.

  10/12/2023: KSKJ received Surrender form via ***** The form was not completed in its entirety, social security field was left blank. A denial of processing letter with explanation of the missing identifier was mailed to ************ with a clean Surrender form.

  10/19/2023: ************ called to inquire why the policy wasnt cancelled, CSR explained the form received was not in good order, missing SS# requirement. Another letter and Surrender form was mailed.

  10/23/2023: ************ called and stated that he will send in Surrender form with SS# included.

  10/27/2023: Policy was removed from monthly bank draft to quarterly direct billing.

  10/30/2023: ************ called to cancel policy. Due to the policy not having cash value, *************** Team Lead accepted written request to cancel and cancelled policy in system. Confirmation of cancellation letter mailed to ************.

  11/1/2023: Surrender form received in good order. Policy had been cancelled day previous day.

  ************ had coverage under this policy through 11/16/2023.

  If there is anything more that we can supply pertaining to this complaint, please let us know.

  Thank you very much.