Complaints
This profile includes complaints for Western & Southern Life's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 38 total complaints in the last 3 years.
- 13 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/07/2024
Type: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.
Life insurance pay out.
Business Response
Date: 08/13/2024
Mr. ***** has requested a claim payout. Upon review, we are
unable to locate an insured which would list Mr. ***** as a beneficiary. Our
claims management team and Executive Correspondence Manager has attempted a
call and email to the client to verify this information, and both have been
unsuccessful. Mr. ***** may contact our Executive Correspondence Manager at ************** Monday-Friday 8 a.m.-5 p.m. EST for assistance, as
we would like to resolve any claim issues that he may have.Initial Complaint
Date:07/31/2024
Type: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, *******, had a life insurance policy with W&S Life of Ohio. The policy was issued in 1935.
* She died on 12/05/2014.
* She had a Living Trust in which I am the sole beneficiary, & my cousin & I co-executors.
* The ***** bank account I have used since my mother's death has the name of the Living Trust & my name, as sole beneficiary. (My cousin moved to North Carolina.)
* I contacted W&S before the 2019 Pandemic. I provided a copy of the Death Certificate & a copy of the Living Trust naming me as sole beneficiary. W&S "lost" the paperwork.
* On 6/17/2024, I called W&S. I spoke with customer service representatives P***, & then R****. Both Page & R**** told me the money had been turned over to the State of ******** as of 6/13/2023. After checking ***** ******** (no money) I found a letter from W&S dated 3/13/2024, a "Notice of Outstanding Check," for the maturity of the same life insurance policy Page & R**** had told me had been turned over to the State a year previous. The check was supposedly issued on 9/13/2023, but was never received.
* I was asked to re-submit all of the forms again, which I mailed on 7/12/2024. As my cousin was a co-executor, this involved sending forms for her to sign & have notarized.
* I expressed concern over the check being "lost" again. E**** H. told me the check would be sent FedEx.
* The check was mailed on 7/25, via ****, even though E**** H. was told Friday morning (7/26) it had NOT been sent yet.
* I filled out a form to receive interest, but then the company found a loophole so they would not have to pay it.
* The check arrived today (7/31/2024.) It should have been made payable to the Living Trust, per the forms I filled out with E**** H's help. Instead it was made payable to myself & my cousin. My cousin is not a beneficiary and her name is not on the ***** Living Trust account. I cannot deposit the check without her signature. Her name should not be on the check.
E**** H is the only honest employee, a gem.Business Response
Date: 08/05/2024
Western & Southern Financial
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.
The company will verify all
legal documents and pay claims accordingly. If both an executor and
co-executor’s name is listed on the legal documents, the check is then made payable
to both. Upon speaking with the co-executor, it was requested that payment be
made to the primary executor.
The IL interest on death claim
statute only applies to policies issued on or after 10/01/1977. The policy was
issued in 1935 and the statue is not applicable to this policy.
Dr. **** was advised that the
claim is processed upon receipt of all documents. We are unable to close
out any claim until all documents have been received at which time the claim is
payable.
As of today, our records show
that the claim has been paid and the complaint has now been closed.Initial Complaint
Date:05/24/2024
Type: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.
This complaint stems from a previous complaint that the BBB was able to have the business resolve within a day! My father, ******* *****, passed in NY in January of this year. A bank, ***** ******** ** ** had a checking account and annuity that he had purchased. (the checking account is now closed and that money in the Estate). They started a claim with Western Southern, who have never called me, never spoken to me, and have:
sent over their claim packet, demanding an original death certificate that will not be returned
had the incorrect beneficiaries on the annuity
their employee **** ************ never answers his phone or returns calls
they have no email contact for their claim adjusters
upon sending in all of this paperwork, they send me another packet advising that they messed up and there are actually 2 beneficiaries (which I told the bank and the bank told them) and they now want me to send another original death certificate and do an entire new claim package
they will not answer their phones, the department has no listed contacts or supervisors
I have advised them I am not sending them another original death certificate as they have one in their file
I have advised them that their error is not an acceptable reason for such a massive delay in sending this check
Additionally , this annuity should have been continuing to grow during the last five months I have been trying to attain the TOD and they have refused to release any of the funds or the information.
I have sent contact emails on their website, I have called their customer service line, I have sent messages to their social media accounts, with zero response from the correct department. I want this claim processed by Tuesday, understanding it is end of business on a Friday going into a holiday weekend, and the check in my mailbox to provide to my mother and I by Wednesday. The total annuity is 77,911.46, 50% to myself, 50% to my mother.Business Response
Date: 05/30/2024
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.
We make every effort to pay out claims within our normal SLA
times. Our policyholders continue to be our main priority, and assuring that
their beneficiaries receive all benefits they are entitled to will continue to
be our priority as well. We apologize for any delays this has caused.
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 and any benefits that he or she is entitled to has been made.Customer Answer
Date: 06/03/2024
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.Please be advised that, thank you to the assistance of the BBB, the annuity asset I have been chasing for two plus months was received today from western southern via *****. In less than one week from my making a BBB complaint the company took care of what they could not do on their own devices in months
Thank you!!
*** *****
Initial Complaint
Date:04/15/2024
Type: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.
On 4/2/24, I submitted, via email, a request for a partial withdrawal ($50,000) of the cash value of my VUL. I've had the policy for 22+ years. On 4/4/24, ******** **** completed the transaction and withdrew the money from my account. On 4/5/24 they claim to have sent the check (I have an email from their client services team making that claim.) On 4/10/24, I received by US mail, a paper statement confirming the withdrawal and balance change. (I was expecting the check to accompany the statement update--it did not). The next day on 4/11/24, I received another full statement updated from ******** **** via USPS mail. Still no check. I call the client services support number and was told again that the check mailed on 4/5/24 and they couldn't stop payment on the check until 10 days had passed. Today 4/15/24 (10 days from the date they claim to mailed the check) I again called to let them know that the check had not delivered. Now they’re claiming that the check didn’t mail until 4/8/24 and the time span is 10 WORKING days!
I am located in ******** and they are located in Cincinnati. That is the same USPS zone with an expected delivery in 3 days. I have already received 2 different mailed statements from them via USPS since the transaction was executed on my account. I checked with the USPS and they had no reported problems in delivery for mail delivering to Westerville from Cincinnati during this period.
It is my sincere belief that due to the size of the disbursement they are delaying for as long as possible sending my funds even though they’ve removed the funds from my account.Business Response
Date: 04/19/2024
******** Life processed the client’s withdrawal request on 4/4/24.
A check produced 4/5/24 to be mailed to the client. *** ****** called 4/11/24
and was told the request was processed. On 4/12/24, *** ****** called to
check on the status of the withdrawal request and was told that we could not
stop payment and reissue the check until 10 business days. The 10th business day was April 19th. On 4/16/24, ******** **** reached out to
*** ****** to confirm the check had not been received and we can stop pay and
re-issue.
On 4/17/24, a stop payment was placed on the check. A new check
was sent overnighting via *** ** on 4/18/24.Customer Answer
Date: 04/22/2024
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 provided evidence of an email from the ******** **** Client Service, dated 4/11/24 stating, “The check was mailed to your home on Friday, April 5 2024.” Which contradicts the response provided by ******** **** Insurance, “A check produced 4/5/24 to be mailed to the client.”
When I called on 4/11/24, I was then told that the check was mailed on 4/8/24 (following Monday). I was not told that the check was “processed” as indicated in the ******** **** Insurance response. I was also told that the check couldn’t have payment stopped and reissued for 10 days, and not “10 business days”.
On 4/18/24, I received a check from ******** **** Insurance in the mail POST MARKED AND METERED ON 4/16/24! WHICH WAS THE SAME DAY THEY RECEIVED NOTICE OF MY COMPLAINT AND 8-11 DAYS AFTER THEY CLAIMED TO HAVE MAILED THE CHECK! Image of check envelop provided.
Regards,
****** ******
Business Response
Date: 05/06/2024
********
Life processed the customer's request on 4/4/24. The check produced overnight. Due
to the withdrawal amount, the check had to go through a quality review and needed to be signed off by management before being mailed.
Management
approved the check on 4/11/24, and sent the check for mailing. It is a ******** ****
procedure that will stop payment and reissue check 10 business days after it
was produced. The 10th business day was 4/19/24.
On
4/16/24 ******** **** reached out to the customer to confirm the check had not
been received, and we can place a stop payment on the check and have it
reissued.
On
4/17/24 a stop payment was placed on the check. On 4/18/24 a new check was sent
overnighting via *** ** tracking #**** **** ****.Customer Answer
Date: 05/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and while their story continues to change each time it was told, and their story doesn’t match the records I have in an email from their service department or the postage meter date on the mailed check, I have received my money and do not wish to spend any more time dealing with this matter.
Regards,
****** ******Initial Complaint
Date:04/11/2024
Type: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.
Western & Southern has not paid out death benefits. We have contacted them several times about payment and it is always some accuse for the delay. They state that they have mailed letters, but we have not received any (as stated by several others on this site). First they say that they had the wrong D.O.B. (as stated by others on this site), then after supplying the required documents, they now it's they have to readjust the value and will take time. Really, have long does it take to enter the corrected D.O.B and have the computer instantaneously give adjusted value. This is just a consistent stall tactic.
Their excuses seem to follow a pattern of other complaints for delayed payment or not paying at all. I see a class action brewing!Business Response
Date: 04/19/2024
Western & Southern Financial Group 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 date
of birth is different than what is listed on the death certificate, this could
result in either additional funds payable to the beneficiary or, it may
result in a reduction of benefits as stated in the contract due to incorrect date
of birth.
We make every effort to pay out claims within our normal SLA
times. Our policyholders continue to be our main priority, and assuring that
their beneficiaries receive all benefits they are entitled to will continue to
be our priority as well. We apologize for any delays this has caused. When this
occurs, manual calculations are required.
Our Company has remained committed to our policyholders who has
placed trust in us for the past 136 years. Contact has been made to the
beneficiary and any benefits that he or she is entitled to has been made.Customer Answer
Date: 04/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.
Regards,
***** ******Initial Complaint
Date:03/29/2024
Type: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.
I have a life insurance policy with Western-Southern Life, Policy Number ********, Policy Date: 3-18-02, Face Amount $1773,387 with a Cash Surrender Value of $45,677.63.
On February 28, 2024, I requested that a check in the amount of the Cash Surrender Value of $45,677.63 be mailed to me.
I made this in-person request through Ms. Roma K*********, a Registered Representative of Western-Life st their offices at **** ** **** **** in Rosemont, IL.
To date, despite repeated requests through Ms. ********** in the Rosemont office and the company headquarters in Cincinnati by phone to ************. I have not received the check.
I have been told that the check was mailed on March 6, 2024, and since I have not received it, it must be lost in the mail, so they will put a stop order on the check and issue a new check to be mailed. I have not received the new check either.
I have been getting the "run-around," for so long, I suspect there is fraud here.
surreBusiness Response
Date: 04/04/2024
Upon review of Ms. ********** complaint, we have found that the
delay was not due to Western & Southern Financial Group’s error. When a
request is submitted, the policy owner provides the address for any surrender
checks to be mailed in which we complete per the client’s request. We found
that the check was mailed to the requested address, however after speaking with
the client along with her friend, the client resided out of the country and may
have placed a hold on her mail for a period of time. Some of her mail was
delivered to the address, however the USPS mailed the check back to our company, which we received on March 28. After speaking with the client on
March 28, I advised that a replacement check would be mailed back
via FedEx and a tracking number would be provided.
After review, we have found that a replacement check was mailed
the same day the check was received and re-sent to the client on the same day.
The client may have received a replacement check as of today, however a
voicemail was left on April 3 to verify receipt of the
check. If Ms. ******** has any questions, she may contact our Executive
Correspondence Manager at ************** with any additional questions. She was
also advised to verify with her local USPS office that her mail will not be
returned to sender.Customer Answer
Date: 04/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.
Regards,
****** ********Initial Complaint
Date:03/19/2024
Type: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.
Several weeks ago, my family received a letter with Western Southern letterhead indicating a match with the Social Security death file had found a policy for my grandmother. My grandmother passed away in 1992. The letter has a reference number and indicates it came from one ***** ******, Claim Examiner. The issue is that all attempts to verify the validity of the letter have failed. Several phone calls to Western Southern have proved unproductive. I can't reach a human being. Emails to Western Southern Life have gone unanswered or have sent me on wild goose chases. I wish to receive a legitimate email with valid information as to how to reach either a claim examiner or the fraud department, whichever is appropriate. I have attached a copy of the letter in question. Any help you can provide would be greatly appreciated as this is quite upsetting to me and my family.Business Response
Date: 03/26/2024
Western & Southern Financial has remained committed to our
policyholders in assuring that their loved ones receive all benefits in which their
loved ones intended. The company receives reports periodically which would show
if an insured has passed away, and the company had not been notified.
Our claims department has reached out to the complainant and
advised of next steps needed to continue with any claim. The information has
been provided to us, and we will work with any beneficiary in which the claim is
to be paid.Customer Answer
Date: 03/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.
Regards,
********* ********Initial Complaint
Date:03/05/2024
Type: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.
The motto that you help when needed is a joke. I am literally pulling my hair out I'm so frustrated. My mother (****** * ********) passed away 11/27/23. As of today 3/5/24 I still have not received her death benefits. I have called several times and spoke with several regarding issue. The resolutions' was to place stop pay and reissue check. I requested expedited services as ETF, send overnight, express, wire transfer, and other methods. Was advised of 7-10 bus days. I have not purchased her urn and other keepsakes for my family. We cannot grieve properly. I have no funds to pay bills as I was her home health aide and currently unemployed. I am unable to handle her business. I called today and was told they forgot to put my apartment number and I must continue to wait. Ridiculous lies. This is theft until it has been resolved.Business Response
Date: 03/08/2024
Western and Southern Financial Group takes pride in providing
services to our policyholders and being there when they need us most. When
claim forms are received from the beneficiary, our goal is to provide any
payments due to take care of final expenses upon receipt of forms that are in
good order. If an address is not correct, unfortunately this could delay the
claim.
Our records show that a stop payment was completed and a new
check was mailed to the updated address provided by the beneficiary on March 6,
2024. We ask that you allow the USPS 7-10 business days for receipt. We would
like to apologize for any inconvenience this has caused and offer our sincerest
condolences to the family. If there are any concerns, you may reach out to our
executive correspondence manager at ###-###-####.Customer Answer
Date: 03/08/2024
Better Business Bureau:
Thanks
**** ********Initial Complaint
Date:01/12/2024
Type: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 have been attempting to claim a death benefit about my mother ****** ****** ***** ***** ** ***** ***, ** ***** who died January 13, 2022. I have submitted multiple forms only to be sent the same form over and over again. Then they said when she tried to change us to the beneficiaries it did not go through. Moving on they then wanted and affidavit notarized, which I have done. I have sent over five certified copies of my father's death certificate, mother's death certificate and also my marriage license about my name change only to be yet again sent the same form to be filed out. I don't understand why they are holding this up, but it had only added to our grief that they don't care about in the least. I have been trying to get this resolves since April of 2022. I have no idea what these people are doing, but they obviously are treating this money like it belongs to them and it does not.
The police number is *********10Business Response
Date: 01/24/2024
We would like to offer our sincere condolences to the family. Western and Southern continues to provide comfort to our policyholders in being there when their families need it most. Our records show that forms were received on the claim as mentioned by Ms. ******. After further review, claim forms were received and reviewed and were in good order. We would like to offer or apology for the delay and assure Ms. ****** that this matter has been taken care with urgency. Our Executive Correspondence Manager has reached out to Ms. ****** via phone and she was provided all information pertaining to her complaint.Initial Complaint
Date:01/03/2024
Type: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 am getting checks from a WESTERN & SOUTHERN LIFE at *** ******** ********** ** **********.
They have my First Name and my address on the envelope and I open it with out looking that it had the last name of PAGE on it and not **** and I have been calling them to let them no but nothing is being done. I have received early November, than another came early December. Called again told to shred it also and they weren't sure why my address was on it but if anymore come to shred them..Well around a week before Christmas two came in the mail same day!! I am sure someone would like their checks IF THIS ISN'T A SCAM OF SOME KIND. How hard is it to take my address off their computers and find the right person? Yesterday another one came, postmarked Dec 27th. I do not want to keep getting theses and shredding them. I am old and I do not like the fact my address is in their computers and I don't know how it got there. We have lived her over 5 years and bought the house from the original owner who built it in the 80"s . I don't know anyone by the name of ******* **** or ever had anything to do with Western & Southern Life and if this is how they do business I would never have anything to do with them..So if you could please help me get my address out of there system I would be so grateful. Call there you are on hold forever then after tell a human the problem they sift me from one to another and nothing is being done. Pleas help me. Thank You ******* ****Business Response
Date: 01/10/2024
Western & Southern Financial Group provides services for
various pension plans. Our company has continued to remain diligent in keeping
our policyholder’s privacy our top goal. When policyholder’s move residences or
their personal information changes such as a phone number, we encourage the
client to contact our company to update our files.
We appreciate Ms. **** for bringing this to our attention. After
further research, we have located the correct policyholder and have spoken with
her to update our records. Ms. **** may shred any checks received as a stop
payment has been completed. We apologize for any confusion this has caused.
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