Complaints

This profile includes complaints for Western & Southern Financial Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Western & Southern Financial Group, Inc.

  400 Broadway Street Cincinnati, OH 45202-3312

  
• 

  The Western & Southern Life Insurance Company

  225 UNIVERSITY AVE W Saint Paul, MN 55103

• 

  Western Southern Financial

  471 S US Highway 231 Jasper, IN 47546

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:05/01/2025

  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.

  I would like to start off with saying this company is somewhat did not give me life insurance because of discrimination when I mentioned my husband on the phone when we were talking about my Weight Loss surgery that lady is rude to me on the phone the entire time why did you have bariatric surgery? Can you do anything else not to have bariatric necessary to have bariatric surgery all these questions, rude hateful questions that made me cry and tear up. I’m fed up with these people treat me like Why did they treat me like this? It was guaranteed for anybody guaranteed and I didn’t get it.. they got rude to me on the phone because I did not remember the blood work in the labs. I got done in 2018 when I stayedat the hospital overnight for my bariatric surgery some bariatric surgery that’s why he didn’t give me insurance because this company is rude. I want a call the president and a CEO of The. My apologies they have stole my money. I want to press charges on this company if I can they have stolen my money they haven’t taken $63 my check every two weeks and they pay me back today $122.94 thieves that’s what they are thieves. The amount they pay back to my work is why this is the amount. My check sent me way off. I never had the insurance at all. Iwas denied 100%. They are thieves and I wanna see if I can press charges. Could someone let me know what I can do legalize and me find a lawyer just do them for this because it’s discrimination because me and my husband and Weight Loss surgery and I will stand that and I will fight it. Upload

  

  Business Response

  Date: 05/02/2025

  Western
  & Southern Financial Group underwriting guidelines require health and
  lifestyle questions. To access the client and properly place them with a
  suitable product, we must request their health history. If the questions are
  not properly answered, we are unable to proceed with underwriting and the
  application is withdrawn.
  
  If
  the client would like to proceed with the application, they may contact the
  writing agent and request that the application be reopened. The application is
  good for a limited time. If the timeframe exceeds, a new application would be
  required.
  
  Additionally,
  our company is not holding any money for this client and is therefore unable to
  refund any funds to them. The questions asked are our standard questions asked
  by our support team working closely with our underwriting department. If the
  client has any questions regarding underwriting, they may contact our Executive
  Correspondence Manager at ###-###-####
  to discuss.

  Customer Answer

  Date: 05/05/2025

  Better Business Bureau:
  
  
  
  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, reasons for rejection are included below.

  
  

  
  

  
  
  
  Regards,
  
  
  
  ******* ***** *********
  
  

  Customer Answer

  Date: 05/13/2025

  They asked me what bloodwork i had done 7 years ago. they asked me what labs and testing were done seven years ago who in their right mind knows exactly every single test they’re doing all night long when you’re in the hospital 5 to 7 years ago do we even know what test are doing in the middle of the night or when you stay in the hospital for surgery they are rude disrespectful discrimination to max. They said i couldn’t answer there questions. I answered the best I could?? why do they say guaranteed insurance no matter what if you don’t go over 50,000 when I was denied and they say it’s approved for everybody everyone who signed up at work got it besides the gay one that was which is me once they thought I was gay and when I found out, I had a husband and ***** was not a female. They turn the tables on me and we’re discrimination against me. I wanna go to the media. I wanna go to the news. This company will not do this to me. That was rude. I made multiple phone calls multiple times trying to talk to people and nothing was resolved with them to get this insurance right when they guarantee coverage for anybody no matter what but I didn’t get it or my husband, but they continue to make me pay them. Let’s get 100 people together and take a survey. how many of them know exactly what bloodwork what labs are run when they had a surgery in the hospital and let’s find out the number on that see this doesn’t add up. They are lying about something else to get by with something else because they’re discriminated against me for being gay and discriminating against me for having Weight Loss surgery for some reason

  Customer Answer

  Date: 05/13/2025

  They gave me no paperwork nothing at all. They told me they were gonna meet up at work with me and other workers and give us our paperwork then we just signed up on the computer with the account rep lady. I’m packing my entire house up cause I’m moving, but they did give me a denial letter has sent in the mail, but I don’t know where it is because I’m packing up my house, but I’ma look through my phone 

• Initial Complaint

  Date:02/08/2025

  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.

  On September 28, 2024 I called Western and Southern to file a death claim for the death of my mother. I was told to stop by the office in ******** ** so that the agent can make a copy of the death certificate. I called the ###-###-#### claims department to inform them a copy of the death certificate has been submitted. Each representative that I spoke with informed me that it would take 7-10 business days for the claim to paid out. In October, every call I was told to wait 7-10 business days. In November, I called to follow up on the status of the claim and was told additional paperwork needed to completed. I was told they needed my mother's medical records because it was flagged. No reason was given as to why it was flagged. The representative told me an authorization form needed to filled out along with an affidavit. I received an authorization form with the wrong hospital name and information. I was also told they needed a death certificate. The request for the medical records was been handled by ******** located in **********. In January, ******** claimed they didn't receive the authorization forms and have not received the medical records. I told the ******** representative that Theresa from Western and Southern told me that they received the medical records and they were been reviewed. That was a lie. No medical records has been received and no one could tell me the reason for the medical records. We are going on 5 months given the run around and been told to wait 7-10 business days and that it could take an additional 30 days for them to receive the medical records. My brother informed me that at the time of applying for the life policy with my mother and father, the insurance agent looked at my parents and said they looked healthy therefore not requiring them to take a physical or be examined by a medical professional for any pre-existing medical conditions. The insurance company failed to do their due diligence and now 5 months later, they refuse to pay.

  

  Business Response

  Date: 02/18/2025

  Western & Southern
  Financial Group has remained committed to our policyholders in assuring their loved
  ones receive all benefits intended upon their passing. Upon receipt of a claim,
  we review all documents such as a certified death certificate, along with
  records we may have on file. If a policy is contestable, the review time would
  depend on the amount of records reviewed.
  
  Our company has
  remained committed to our policyholders who have placed trust in us for the
  past 136 years. Contact has been made to the beneficiary regarding the status
  of her claim.
  

• Initial Complaint

  Date:02/03/2025

  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 3 year old granddaughter passed away March 18, 2024, I’ve been doing business with Western and Southern Life since 2013. It’s going on almost a year. Western & Southern has came up with everything but the right thing. To make it so heart breaking I had to come out of pocket for the burial, which of course I didn’t mine for my first grand, but the fact of dealing with my granddaughters death, having to create a memorial bench for over 20,000 and have to pay out of pocket and to find out it’s been an homicide, has been overwhelmingly draining. Businesses, Organizations, the Law, Insurance Companies are literally just businesses, no respect, no care, no compassion. I can understand patience, I’ve applied patience respectfully. But these companies, I feel close them all down. So with that being implied, the company, I’ve invested with for years was not an support and bad part about it every month they reach to collect, and I pay humbly, but when I call for one task to be completed, it’s one thing after another, a year almost worth of lies..Sad & Sickening

  

  Business Response

  Date: 02/10/2025

  Western &
  Southern Financial has remained committed to our policyholders in assuring that their loved ones receive all benefits intended upon their passing. Upon receipt
  of a claim, we review all documents such as a certified death certificate along
  with records we may have on file. If a policy is contestable, the review time
  would depend on the amount of records received.
  
  Our Company has
  remained committed to our policyholders, who have placed trust in us for the
  past 136 years. Contact has been made to the beneficiary regarding the status
  of her claim.

• Initial Complaint

  Date:08/13/2024

  Type:Product 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 husband and I filed an application for critical illness insurance on 7/18/24. The agent told us the amount of the insurance but the paperwork was a higher amount. We did not know this until the documents were emailed to us after he left. The agent never once showed us the documents on his computer except to have us tap the “signature” box. When we realized the amounts were different, we called to have the application canceled. The money was still removed from our bank account. I have called at least once a week to the corporate office to get my money returned. They have sent us two checks, but have not returned all of the money that is owed to us. Each time I call, I am told either the person working on our case is out of the office or that they will send the info to a different department to get it taken care of and we will get a call back. I have not received a single call back and have not received all of my money that they took and it is now Aug 13, 2024.

  

  Business Response

  Date: 08/16/2024

  Western & Southern Financial Group’s financial
  representatives complete field underwriting while accessing the needs of the
  client. While completing an application based on how the questions are
  answered, the system will provide a quote based on that information. Once the
  policy undergoes underwriting, the premium may be returned at a higher or lower
  cost once it has been assessed. Once the premium has been determined and the
  quoted premium produces a refund, our processors process the difference in
  which it is mailed to the client via paper check.
  
  All funds have been refunded to the clients. *** **** has been
  notified and provided information on how the refunds were processed. We
  apologize for any inconvenience this may have caused the clients. If *** or
  **** **** has any follow up questions, they can contact our Executive
  Correspondence Manager at ###-###-#### Monday-Friday 8am-6pm.
  

  Customer Answer

  Date: 08/18/2024

  Better Business Bureau:
  
  
  
  I have finally received all of our money back. And because I filed a complaint, the company finally called me back. The complaint ID ******** can be closed. 
  
  
  Regards,
  
  
  
  ******* ****
  

• Initial Complaint

  Date:02/26/2024

  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.

  On January 5, 2024 I made outreach to Sean M****** advising I wanted to cancel my 3 life insurance policies. Due to they're continuously withdrawing money earlier than the schedule date of the 10th each month. He stated he no longer worked there and gave me the number to CS. Needless to say I've calling this company to cancel these policies and they still haven't been canceled. They're refusing to do so. One person said it was canceled, they withdrew money again in Feb 5th & 10th. Called on Feb 8th, 9th, 12th, & 26th. I've spoken to representatives & supervisors with no assistance. They just keep it. saying cant cancel until after no payments have been made and it will not hurt my credit. No one can tell why they will not just cancel my policies. Why are they making keep this policy until March 24, 2024.

  

  Business Response

  Date: 03/01/2024

  Upon review of *** ****** complaint, our company was notified to
  remove from recurring banking information on February 14, 2024. Upon request of
  the payer, we have removed from recurring drafts as requested. The policy will
  continue to provide coverage until the lapse date as required per contractual
  terms. The policy must go through the lapse state as the company is not
  permitted to “lapse” a policyholder’s policy automatically. If the policy is
  paid through a current paid to date and no further premiums are received, the
  policy will lapse at which time the policyholder will receive a notice in the
  mail.
  
  *** **** has been advised of the process and unfortunately, has
  requested that we automatically lapse the policy, which we are not allowed
  contractually. If she would like to further discuss or receive her lapse date,
  she may contact our executive correspondence manager at ###-###-#### to
  receive the date. We have also noted that the client no longer wishes to
  receive additional phone calls related to the policies.

  Customer Answer

  Date: 03/02/2024

  Better Business Bureau:
  
  
  
  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, reasons for rejection are included below.
  
  I called them in January 5th to cancel and on Feb 8th & 9th and they still took another payment on the 10th. Which resulted in my call to them on Feb. 14th.
  Regards,
  
  
  
  ****** ****
  

  

  Business Response

  Date: 03/04/2024

  Western & Southern Financial Group continues to provide
  excellent service to our policyholders. When a request is made to remove a
  policy from recurring payments, this is documented on a recorded call and forwarded to our processing department to stop all payments.
  
  After review of *** ****** account, we are unable to retrieve
  any contact made on January 5, 2024 as stated. Per our review, a call was made
  on February 14, 2024 at 2:48 p.m. requesting that all recurring payments stop and
  policies be cancelled. We have honored her request based on the date the
  request was received.
  
  The company continued to provide coverage to the policyholders, and we are unable to provide a refund of any premiums as the policies continued
  through the paid to date. We apologize that *** **** is not happy with our
  decision, however we have continued the policies as outlined per her contracted
  terms.

  If she has any
  additional questions, she may contact our executive correspondence manager at
  ###-###-####.

  Customer Answer

  Date: 03/04/2024

  Better Business Bureau:
  
  
  
  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, reasons for rejection are included below.
  
  
  it’s a shame this company is being so fraudulent in their responses. Just because they are not admitting doesn’t mean it didn’t happen. This is why I involved you. On my last correspondence I showed the text and now today. I’m attaching a copy of the voicemail confirmation of my request on 02/08/24 from my call on the 7th. This is ridiculous that I have to keep going back and forth with them. I could’ve just kept calling. Because this is redundant; seriously.
  Regards,
  
  
  
  ****** ****
  

  

  Business Response

  Date: 03/08/2024

  Per *** ****** response, this provides additional information per the company’s stance. Her text messages show that she contacted her former financial representative at which time he directed her to our customer service department to cancel. After review of all phone calls received from *** ****, the Company received a request on February 14 requesting the policies be canceled and removed from recurring payments, which was processed.
  
  At this time, we apologize for *** ****** experience, however we have fulfilled our obligation to the policyholders per contracted terms. The policies have all been removed per her request on February 14, 2023 and the coverage will cancel as requested. If she would like to discuss this matter further, she may contact our executive correspondence manager at ###-###-####.
  
  Thank you.
  
  

• Initial Complaint

  Date:01/26/2024

  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.

  I invested in an annuity with this company, and they have been extremely difficult to work with over the past three months while I have been trying to cash out my annuity and get my money from them. I have waited a total of at least two hours on hold. I have undergone their process of filling out the online form for surrender of the annuity, THREE TIMES. Then I hear nothing back and no money is transferred. So I call them, wait on hold forever, and finally tell them why I'm calling, and they tell me they have no record of my filling out the form, even though the webpage said the submission was successful. So today I call them again (after trying to get my funds from them for over two months), and they say, again, they see no record that I submitted the request form. Then they put me on hold again and come back eventually and say I need to fill it out again, and this time also have my wife, the joint owner sign the form, because that was why they never sent the money. "Why didn't you tell me that the first time? Or the second time. Or the third time?" I asked. No reply, just, "FIll out the form again with both signatures." So I'll do this. There was no apology, no "I'm sorry we didn't tell you this the first time and that you've had to wait all this time for a reply." I will never do business with this company again. Really, an apology for their lack of concern and their screwup would have been nice.

  

  Business Response

  Date: 02/05/2024

  Integrity Financial Services understands the urgency of our
  client’s request as they have entrusted us with taking care of their financial
  needs. We would like to apologize to the client for the long wait times as our
  calls are increased during the end of year/beginning of the year due to the tax
  season. We understand the inconvenience that this may have caused.
  
  Upon further review, we show that the client’s contract has been
  closed as requested and the contract is no longer active. Due to the client’s
  privacy, he may contact our Executive Correspondence Manager at ###-###-####
  if he would like detailed information. We appreciate *** ****** business. 

  Customer Answer

  Date: 02/06/2024

  Better Business Bureau:
  
  
  
  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, reasons for rejection are included below.

  They're blaming it on tax season? This fiasco started in October. It has taken 4 months of requesting and filling out forms and calling them and waiting on hold for up to 30 minutes (listening to annoying music) and they have still not sent the funds. Every time there is a delay and the funds are not sent as promised, they do not notify me abut it, they do nothing and I have to reach out to them again and wait on hold forever. Their latest excuse was that they could not figure out how to wire the money, even though they received (3 or 4 times) the account number and routing number of the largest bank in the nation. Other companies have had no problem wiring funds to my account. They didn't bother to tell me why the money didn't come. I had to call them, after waiting another two weeks, and then they tell me they are mailing the funds and if the money isn't here in another two weeks I should contact them again. What the hell? This is the worst customer serve I've ever encountered with a financial company. 

  WHy don't they just say they're sorry for all the lack of efficiency and commit to doing better, instead of dismissing the client's concerns and trying to excuse themselves by blaming tax season. And it was not tax season when these delays started.

  I STILL HAVE NOT RECEIVED MY MONEY! THIS IS THE FIFTH MONTH OF TRYING. MY NEXT STEP WILL BE TO TURN THIS OVER TO MY ATTORNEY. 

  Regards,
  
  
  
  *** ****
  
  

  

  Business Response

  Date: 02/09/2024

  Our pull request was unsuccessful, so *** ****** check went out yesterday (2/8/24) via standard mail. It is being mailed to his address of record. Unfortunately our manual check creation and pull request system is a manual process that involves multiple departments, and some of our requests to pull checks are unsuccessful from time to time due to these factors.

• Initial Complaint

  Date:02/27/2023

  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 has had Life insurance policy with this company since 1980’s, she Passed Oct 14,2022 , as her Power of attorney and beneficiary, I first contacted WESTERN & SOUTHERN FINANCIAL GROUP October 17,2022 from FUNERAL HOME as I was attempting to make arrangements for service, at that time the funeral director was advised by a representative of WESTERN & SOUTHERN FINANCIAL GROUP that the policy couldn’t be honored because the Policy was PENDING, at that time I tried to get information on the particulars and was told on this emotionally day for me that I WASN’T AUTHORIZED FOR FURTHER INFORMATION, despite the fact that I was my Mothers DAUGHTER, BENEFICIAL AND POWER OF ATTORNEY, this day because of WESTERN & SOUTHERN FINANCIAL GROUP *** ******** Cincinnati,OH 45202-3341 was extremely hurtful, disappointing, stressful and confusing. My Mother service was Oct 27,2022 and I’ve made consistent calls to WESTERN & SOUTHERN FINANCIAL GROUP “ DAILY “ from Oct 27,2022 to present, they relayed daily verbal and by mail every week “ WE MAYBE WAITING TO RECEIVE ITEMS REQUIRED TO PROCESS THIS CLAIM . IF YOU HAVE SUBMITTED ALL REQUIRED ITEMS, YOUR CLAIM IS BEING REVIEWED AND IS RECEIVING OUR PROMPT ATTENTION.” I have several duplicate letters since the claim was submitted , today is FEBRUARY 27 ,2023 I’m still not received any compensation.

  

  Business Response

  Date: 03/07/2023

  During the claims process, we are required to send a notice to
  all beneficiaries providing an update of a death claim. The notices are general
  and advise that we are pending items to make a decision on the claim. Upon
  review of Ms. ********* claims, we show that a letter was mailed on February
  19, 2023, as an automated letter advising that we are pending documents. A
  second letter was mailed on February 21, 2023, providing our decision on the
  claim. The letter also advises any beneficiaries if there are any questions
  regarding our decision, to submit to us directly in writing. A third letter was
  mailed to Ms. ******* referencing the previously mailed letter on February 28th along
  with sending another copy of that letter as requested.
  
  This claim shows that it has been completed and is now closed.
  Due to the mail delays, we ask that Ms. ******* allow up to 10 business days to
  receive the mail. If she has not received any correspondence from us, she may
  consider having any letters mailed be emailed to her, or she may check with her
  local post office to see if there are any delays with her mail. As of today,
  our Company has not received any mail being returned to us as undeliverable and
  it is assumed that she has received all mailings sent to her attention.

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair 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.

  After a long delayed effort to set up a retirement account I choose to go with another company. It took several weeks to get things started. I was told it was due to staffing shortages. Once the paperwork was actually in process, I was told it had been taking as much as 5 to 6 days to receive and account number. On the 6th day I was told there was still no answer. I continued to wait until the 10th day and decided to go with another local company, ********** **** ****** ******* ****** *****. I sent a notice to Western Southern ******** Group, on 2/8/2023 to CANCEL my Account via a Return email from their email notice. On 2/16/2023, $400.00 was withdrawn from my account. On 2/21/2023, I gave notice to Brett H***, that if the money was not returned by 2/24/2023, that I would be filing a complaint as the money should have never been withdrawn. He advised he had personally talked with upper management and agreed this should not have happened and the money was being returned that day 2/21/2023 to may account. To date the money has Not been returned Files will not up load but can be emailed

  

  Business Response

  Date: 03/01/2023

  *** *****,

  
  We have canceled the buys and refunded the contributions. Your account is being closed. Please allow some time for the refund to go through. If you have any remaining questions, you may reach out to **************************.
  

  Thank you.

  Customer Answer

  Date: 03/01/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******** *****