Complaints

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

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• 

  Western & Southern Life

  400 Broadway Street Cincinnati, OH 45202-3312

  
• 

  Western & Southern Life

  4172 Cleveland Massillon Rd. Norton, OH 44203

• 

  Western and Southern Life Insurance Company

  2914 Cleveland Road Suite A Wooster, OH 44691

• 

  Western & Southern Life Insurance Co.

  303 E Army Trail Rd # 302 Bloomingdale, IL 60108

• 

  Western & Southern Life

  303 E Army Trail Rd # 302 Bloomingdale, IL 60108

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:03/08/2023

  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.

  I purchased a life insurance policy thru Western Southern in Oct 2009. Paid on the policy for 14 years by credit card autopay.
  
  In Sept. of 2022 I called and changed the credit card for the autopay. The September 2022 payment went thru, received email confirmation of the credit card change and the successful payment.
  
  In January of 2023 I received notice in the mail that my policy will be cancelled in 10 days.
  
  Turns out the autopay did not go thru for Oct. Nov. and Dec. of 2022.
  
  The card is my current active card I use all the time. The credit card company has no record of denying any payment requests from Western Southern.
  
  I received no emails from Western Southern about any payment issues.
  
  They routinely send emails to confirm payments and communicate with customers. Except it seems when it might give them an opportunity to cancel an insurance contract for one of their aging customers??
  
  They send me the paperwork to apply for reinstatement. It includes a lengthy medical history section. Guess what? No surprise, they have declined my reinstatement!
  
  So, pay the policy for 14 years no issues. Change the credit card, and auto payments don’t get processed due to an issue that must be on their side, and my policy is cancelled.
  
  Could it be that I am 63 now?? Seems like they stole my 14 years of payments. Shameful business practice.

  

  Business Response

  Date: 03/16/2023

  Western & Southern Financial Group appreciates all of our
  policyholder’s and it is not our intent to lapse any policies while the
  policies are paid within its contractual terms. Our Company switched payment
  systems in 2022 which may have caused an issue with retrieving the payment set
  on recurring credit card. As no fault of our policyholder’s, in the event the
  policy lapsed due to our error, the policy is put back in force without any
  underwriting required. Unfortunately, we were not made aware of this situation
  until the client reached out via BBB as this was never brought to the attention
  of our Consumer Manager. The policy is now active and the policyholder has been
  contacted via phone for next steps.

  Customer Answer

  Date: 03/17/2023

  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. 

  I will note that I did request to be transferred to a supervisor when I was told that i was being declined reinstatement. The representative said she would have someone call which did not happen.

  The manager that did call after getting the BBB complaint was very accommodating and helpful. My account has been reinstated.

  I very much appreciate the help BBB.

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

• Initial Complaint

  Date:02/03/2023

  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.

  I contacted Western and Southern Life to report the death of my mother on 10/07/22 I was told to fill out a claim form online, which I did on 10/15/22.
  I emailed required documents on 10/28/22, with no response. I called on 12/23/22 to get status. I was told everything was there and it would be put on priority and I would be contacted in a few days, but no reply, so I sent email on 1/3/23 to get status. I received email on 1/13/23 requiring additional Probation of estate document. I emailed it on 1/16/23 with no reply. I sent two emails with no reply. On 1/23/23 they emailed another requirement to process my claim. This time it was a Verification of Trust Death Claim form. On 1/30/23 I emailed them the Notarized verification of Trust Death Claim form. Again, no response.
  From 1/31/23 to present, I have sent emails on a daily basis. They refuse to answer the status of my claim in writing, they insist I call them . They have a secure portal to use, but refuse to use it to provide answers in writing. I called them a few times already and get the same runaround from them with no results.
  It's been 4 months now. I've provided all documents requested, but no reply regarding status of claim.
  Since my mom died 8/16/22 I have been dealing with so much. The stress and hardship that Western and Southern Life has put me through by changing their requirements numerous times, not contacting me with updates, and playing games through phone calls is unprofessional, heartless and childish.
  If you require email correspondence, please let me know and I will forward to you.
  Thank you.

  

  Business Response

  Date: 02/09/2023

  Western &Southern has been in business for over 130 years
  protecting families and providing lifelong protection for generations to come.
  Our efforts are to pay out policies as intended by our policyholder’s. We must
  also be sure to follow contract rules. Prior to payment, we must receive all
  documents required to payout beneficiaries per contract rules. If proper
  documentation isn’t received, this could potentially delay payment of any
  claim. This is not our intent to cause harm or any additional frustrations to
  the family as we are aware of their loss.
  
  Per our records, as of today, this claim has been closed and
  claim has been settled. Again, we would like to offer our sincere condolences
  to the family and if there are any additional questions, our Client
  Relationship Center may be reached Monday-Thursday 8am-8pm and Friday 8am-6pm
  EST.
  
  Thank you.

  Customer Answer

  Date: 02/09/2023

  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.
  

  To this day, I have not received any payment required to settle my claim with Western & Southern Life. All I have received from them is an email stating that "the check's in the mail", but have not received anything, but another empty promise from these people. Given their track record, I have no reason to believe anything they say, as they have done absolutely nothing to earn my trust. I will belive it when I see it. So far this looks like another one of their many stall tactics. Time will tell!

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

  

  Business Response

  Date: 02/10/2023

  Western and Southern has mailed payment to the proposed
  beneficiary as all documents have been received. We ask that mail times be
  permitted. Mail is sent via USPS and mail delivery times could vary. We
  typically quote mail time up to 14 days due to the many delays being
  experienced globally. If payment has not been received by February 17th,
  please contact our Executive Correspondence Manager at ###-###-####.

  Customer Answer

  Date: 02/10/2023

  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.
  

  As I have stated in my previous response, this complaint will be closed when the check has been received and cashed. Trust must be earned, and this company has not earned my trust!

  They have already made conflicting and false statements to me and their response makes no difference. Once again, I will believe it when I see it, and then this unnecessary nightmare that they have created with their unethical behavior will be over.

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

  

  Business Response

  Date: 02/13/2023

  *** ********,

  We apologize for any issues you’ve encountered
  regarding the payment of your claim. I would ask that you allow time for the check
  to arrive and if the check has not arrived when stated in our previous
  response, please reach out to our Executive Correspondence Manager at
  ###-###-####. As previously stated, the check is being mailed from
  Cincinnati, OH and would allow a few days to be received.
  
  If you have any further questions, you may reach out to our
  Executive Correspondence Manager directly with any questions or concerns.

• Initial Complaint

  Date:01/28/2023

  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.

  My Mother passed OCT 14,2022 Life insurance company refused payout to funeral home as I was attempting to make arrangements for my Mothers home going service and need My Mother (**** * ******* or **** ******* **********) policy # ******* has had her policy for over 30 years ,Iam the only child ( BENEFICIARY and POWER OF ATTORNY ) I've made daily calls to insurance company since OCT 17,2022 requesting explanation of delay of releasing payment to me, each conversation daily was a different explanation of hold up ,stating they were awaiting records from doctors and hospitals, I asked list of whom they were awaiting records from and they gave me names of them that I personally spoke to with them stating they wasn't contacted at all. Because of the denied coverage at time needed for my Mothers arrangements, I had to pay out of pocket for entire service and etc. .I've requested SEVERAL times to have a supervisor to contact me Every TIME I've spoken with a representative and they stated that there's no particular supervisor ,so i ask for a complaint line or number in which they stated doesn't exist . This has financially and emotionally caused me hardship and extreme stress as im still mourning the loss of my Mother. I've had negative results with trying to receive payout and need help.

  

  Business Response

  Date: 02/03/2023

  The Company strives our best to complete our claims in a timely
  manner. There are additional factors that are reviewed which could prevent or
  delay  payment of claims. We are in the process of conducting a contestable
  claim review and are waiting to receive claim requirements as required. Our
  claims department mails notices to the proposed beneficiary (s) on file to
  provide an update on a monthly basis. Once all information has been received,
  the Company will review and settle the account according to the contracted
  terms.

  Customer Answer

  Date: 02/03/2023

  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,
  
  
  
  ******* *******
  

• Initial Complaint

  Date:09/27/2022

  Type:Billing 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 siblings and I have been trying to get payment on our dad’s life insurance policy for about 5 years now. W.S. Sends paperwork out. We reply, and then there is no response from W.S. So then we call again, get a run around and get more paperwork to fill out. My sister tried to get it settled for years. So I offered to take over, and I am named in the will to take the payment and distribute it to my other siblings. So I have been dealing with this company for about a year now. They send paperwork, I fill it out, and I don’t hear anything back until I call the company. Then I’m told I need to fill out more paperwork. About two weeks ago, I was told all of the paperwork was received and in order, and the check would be sent out. No check. So I called back today and was told by a female, that she couldn’t help me and that someone would call me back and explain what is going on. This policy is for only $5,000!!! I cashed my own W.S policy in last year so that my own kids don’t have to deal with this. And it’s not just a the money. Our mother made monthly payments on these policies for years and our parents did not have a lot of money.

  

  Business Response

  Date: 10/03/2022

  Our company strives to complete all claim processes as our
  beneficiaries intend as Western and Southern values our policyholder’s wishes.
  When a policy is to be paid out and additional documentation is needed,
  unfortunately, we are unable to pay the claim out until all documents have been
  received. The claimant has been contacted by both our claims department and the
  Executive Correspondence Manager. Per the claimant, he is working directly with
  our claims department to get this resolved and advised that once he receives
  any settlement due to him, he would provide an update. No additional
  information was provided to our Executive Correspondence Manager as the
  claimant stated he will provide our claims department an opportunity to assist
  him before escalating.

• Initial Complaint

  Date:07/26/2022

  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 sister passed away January 27 . She had a life insurance policy on my other sister that is in a nursing home . I went to Western Southern life insurance to see how much was on the policy to see if it was worth keeping the policy . I gave them a copy of my sister ‘s death certificate . They would not give me any information until they said I had ownership of it . I asked them what about the payments every month . They said well you can make the payments we just can’t tell you any information . I gave them a voided check to have 68.03 taken out of my checking each month till I could get ownership . So I got the ownership sighed over to me the end of May 2022 . I called the office here in ********* set up appointment with Melissa O****** . My husband and me meant with her and decided to cancel the policy . We signed the papers that day and was told that June’s would not be taken out of my checking . Well it was taken out . I called the office in Cincinnati . They said I would have to get a copy of my back statement from my bank showing it was deducted . And they would reimburse me 68.03 . Which was crazy because they told me over the phone that it was paid . So I had the office in ********* fax the bank statement to the Cincinnati office . 2 weeks went by and I never heard from either office . I called Cincinnati and was told the 68.03 was included in the surrender amount 109.98 which they put in my checking account . The 68.03 should have been put into my checking account as a separate transaction . I have a print out that Melissa gave me in June 21 showing the surrender as amount then was 99.69 . I have asked that someone from their legal department call me back . It has been a week now and not call back . I also a statement that the office in Cincinnati sent me that has : no premium refund , loan interest charged 19.22 , policy loan deducted 960.80 ( my sister that passed away had taken a load out from this policy ) amount deposited to my account was 109.98

  

  Business Response

  Date: 07/28/2022

  Our Company practice is to typically pend a surrender request
  for 10 business days if a payment has been remitted prior to surrender
  documents. In this case, the Company allowed an exception to process the
  request prior to the allotted timeframe. The client was mailed a letter
  providing details of the policy to show any previous balances that may have
  been due along with the value of the policy. Unfortunately, there are no
  additional values in the policy to be refunded as all funds have been refunded
  according to contracted terms.  
  
  Thank you.

  Customer Answer

  Date: 07/28/2022

  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: 07/29/2022

  I do not except the response from Western Southern Life Insurance company. This is my reason: I my payment of 68.03 was credited back to my account it should have showed in my account as 2 transactions . One for the payment that was taken out after the policy was canceled and then the surrender value of the policy . Because this was done correctly by the insurance company I feel I have not received my 68.03 back . To resolve this issue I am asking for the 68.03 to be credited back to my account . 
  Thank you

  

  Business Response

  Date: 08/02/2022

  Unfortunately, our records show that the cash value along with
  premiums received were refunded to the client. If the client has any disputes
  with any payments, she may dispute this with her bank. Unfortunately, we are
  unable to issue a refund for the remaining cash value and a separate refund for
  premiums as this amount has already been included. We apologize for any
  inconvenience.

  Customer Answer

  Date: 08/03/2022

  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,
  
  
  
  ****** *******

  I do not except this latest response from Western Southern Life insurance . They are now playing a blame game . My bank has nothing to do with this . THEY have nothing to do with this issue . The insurance company handled this ALL wrong from the beginning. There should have been 2 separate transactions done . One for my 68.03 payment and one for the payout of the policy . They know this issue is their mistake . They should give me back my 68.03 and apologize for making this mistake . They should also learn from this mistake and change the way they issue credits back to people .  This is something I am not backing down on . So if they don’t correct this then it needs to show on the BBB web site as a complaint against this company .   Thank you