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:12/31/2023

  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.

  Policy purchased from **** by Resolution Life, I requested a withdrawal Nov 2nd and have called weekly with multiple reasons as to why the money has not been released from my account. It in now dec 29th and the withdrawal as not been received.

  Business Response

  Date: 01/04/2024

  This acknowledges receipt of ************** concerns. We are reviewing this matter and will respond directly to ********** upon completion of our review.

  Customer Answer

  Date: 01/17/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The issue has not been resolved, when calling 1/16 I was once again told to wait 3 more days, the check is once again in the acceptance phase.

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

  Business Response

  Date: 01/22/2024

  This acknowledges receipt of ************** concerns, we are still working on responding to her concerns and will respond directly to ********** upon completion of our review.

• Initial Complaint

  Date:11/14/2023

  Type:Customer Service 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 have a term life insurance policy that will mature when I turn 72. **** ****, and now Resolution Life US. They are processing my automatic payments, but will not answer phone calls `except by a recording. You get a constant run around listening those recordings. When they do call you back, there is no one on the line, and you hold on forever listening to air. No recording, nothing. How were they able to acquire another company? Will they even honor and pay a claim on a prior existing policy, or even a new one if filed?

  Business Response

  Date: 11/29/2023

  This acknowledges receipt of ***************************** concerns. We are reviewing this matter and will respond directly to *************************** upon completion of our review.

• Initial Complaint

  Date:11/08/2023

  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.

  1. Policy was put under "Lapse Pending" status without communication with me - the owner of the policy.2. There is no option to setup EFT online on Resolution Life in a self service way. The current process requires a lot of unnecessary manual steps and waiting period.

  Business Response

  Date: 11/28/2023

  The Company will respond directly with ************************* upon completion of our review.

• Initial Complaint

  Date:09/28/2023

  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.

  Attempted to have way to pay off loan we have/had with ******** Life Insurance Company of which Resolution Life has taken over all annual billing to include interest payments of the loan we had with *********. I am a third party designee/spouse of the insured. I waited over an hour to get to customer service after being on hold. They stated I couldn't make a payment that large online and didn't give me a way to pay it otherwise. Therefore I sent the email to their customer service. That was July 25th. I waited their response time and remailed them on Aug 15th. Once again a response of basically we will contact you. We want to get this loan paid off and don't believe we should have any additional accrued interest after July 25th. It's not like we can use our debit card for an amount that large without first contacting or bank branch due to caps for security purposes. Our personal check would be the preferred method but if you can't get us an address to make the payment and their agreement to receive a check that large, do they think they can just keep milking the loan with interest and lead us on? The correspondence can be verified with the email pdf I uploaded. We need this paid!

  Business Response

  Date: 10/16/2023

  This acknowledges receipt of ****************** concerns. We are reviewing this matter and will respond directly to ************** upon completion of our review.

  Customer Answer

  Date: 10/17/2023

  [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.]
  
  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:09/26/2023

  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 filed a complaint on September 18th about this resolution life . I was not informed this was my new company. They never mailed a bill for September or October. Yet I paid September on old bill. Paid over the phone for Oct. I created an account with I can't access. ******** ****** and ***** ******** got in touch with me . Still getting pushed to other people. When I call customer service usually in the Philippines. They say it was a Glitch in that computer.I asked for hard copy for my records they are my new company have not received! They now have abbi email to create acct. Which I did . They are giving me THE run around. This is insurance in my irr. trust I can send you letter that account was made!!! But still can't access . can you help me?? I have had this policy for 30 years . The bill reads Reliastar but its resolution life. I have the emails. One excuse after another Please look into this Thank you ***** ***** ****** I can't upload pictures of account created

  Business Response

  Date: 09/28/2023

  The Company has reviewed this matter and responded to her concerns via *** overnight, tracking #******************, today. The policy owner should receive our response tomorrow, September 29. Since ****************** is not the owner of record, we responded directly to the owner of recorded and provided the owner with the form, which will authorize ****************** to receive any and all information relating to the policy. Upon receipt of the signed and dated authorization from the owner (trustee), the Company will be happy to assist her with accessing the policy on the customer portal. 

• Initial Complaint

  Date:08/30/2023

  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.

  Hi, I've been trying to cancel my term life policy, but am not having any success getting documentation of that. The automated phone messages have kept me on hold for 25 minutes, and when I've chosen the callback feature it went straight to my voice mail without ringing, so I had no way of answering. I called the last time on August 29th, two times, the first time was on hold for about 25 minutes, without anyone answering, until I had to hang up. Then the second time, after another long wait, there was a ringing sound, followed by complete silence for another 5 minutes. Then a man's voice answered "Hello," and then there was complete silence again for another 5 minutes. So I had to eventually hang up and get back to work. I created an online account for this policy, but do not see any way to cancel it there, either. I've received letters saying that the original term (15 years) is up on 10/16/23, and at that point they will start charging a new premium which is a huge increase. I do not want to renew at that new rate. Here's what I have: ************** **** Acct #: ********** Would you please help me get some documentation confirming that this policy will end, rather than being renewed at the increased premium at the next renewal date -- 10/16/2023? Thank you.***************************

  Business Response

  Date: 09/05/2023

  The Company has received your request and has sent acknowledgement to *******************  We are gathering information to research the concerns raised and expect to haev our examination completed shortly.  Due to Federal Privacy Laws the Company will be responding directly to ****************** upon completion of our review.

  Should you have any questions, please feel free to contact me at ***************************************************************

  Thank you

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

  Customer Answer

  Date: 09/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response for now, because it is not clear.  I explained this in my email response today to ******************** (see attached).

  I received an email today from Resolution Life, saying that I could allow my policy to "lapse" -- and asked ********************, "is that what you meant by 'the acknowledgement' that's been sent?  It also says Resolution Life is nonetheless "required to send you premium notice."   What does that mean?  Does "premium notice" mean they'll be sending me a bill at the new rate?  I should not receive a bill for something that I am notifying them in advance that I do not want to purchase.  

  Also, the calls I've been getting from Resolution Life are bizarre.  I just tried calling back the number that the last one was from, and it connected me with music, nothing else.  When I have called back and gotten a recording, it usually required me giving a lot of information and waiting for a long time, in hopes of finally getting connected with someone.  The last time I finally got a live person's voice on one of those calls, he just gave his first name, and then there was nothing but silence afterward.  I have wasted much time on those unhelpful calls, so am not responding to them anymore.  Everything this company needs to know has already been given to them.  Making it this hard to get a confirmation of non-renewal does not seem very ethical.  Waiting until October 3 to see ************************ "formal response" is cutting things too close for comfort, since October 16th is when they say this policy's rate will jump up drastically.  

  So again, I'm asking them to please send me something in writing confirming: (a) that they understand I do not want to renew this policy beyond 10/16/23 (when the 15-year term expires and the rate changes), and (b) that they will not send me another bill.

  Thanks, 

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

  ~ ~ ~ ~

  From: ********************************* <***************************************************************>To: ******************** <******************>CC: **************************************** <**************************************>Subject: RE: Seeking confirmation Date: Tue, 5 Sep 2023 23:52:00 +**** My apologies ******************, my email failed to send earlier today. I have sent the acknowledgement to your email address under separate cover. A representative from our *************************** has reached out to you by phone and left a message for you to call them back directly. They will be able to answer your questions and assist you with cancelling your policy. I will provide a formal response of my review by email, no later than October 3, 2023. Thank you *********************** Senior Compliance Analyst, Complaint Resolution Team Resolution Life US Phone: ************ Fax: ************ Email: *****************************************************************
  
  Regards,
  
  ***************************

  Business Response

  Date: 09/13/2023

  The Company has provided a written response to ****************** concerns explaining the steps necessary to cancel her Policy.  Due to Federal Privacy Laws, our response was emailed directly to *******************

  Thank you

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

  Senior Compliance Analyst

  Customer Answer

  Date: 09/14/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  ************************************* at Resolution Life called and we spoke on 9/7/2023.  I explained that while I mistakenly used the term "cancel" at first, I do not actually want to "cancel" my existing policy, which should continue through the current term, ending on 10/16/2023.  I simply do NOT want to RENEW it at that time, at the higher premium.  And I do not want to be billed for another term.  She said the only way to not renew it, is for me to let my policy "lapse."  I said that "lapse" implies I've done something wrong, failed to pay something that's due.  But since I'm informing them in advance that I do not want the renewal, I don't feel I should be billed for it.  (I've also read that having a "lapsed" policy can mean being charged higher premiums for future insurance.)  ******* said there's no way she can prevent them sending me a bill for the renewal.  I asked "Why not?"  She didn't know, but agreed to escalate the question to a supervisor and let me know.  I haven't heard any further explanation about this.

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

  Business Response

  Date: 09/15/2023

  The Company provided written response to ****************** concerns on September 13, 2023, via email to ******************.  A copy of our September 13, 2023, response will be sent via *** Delivery today, September 15, 2023, to ****************** address of record.  ****************** can expect to receive the correspondence early next week. She may track the delivery by using *** Tracking # ****************** beginning tomorrow September 16, 2023.

  We appreciate the opportunity to respond and trust you will find this information helpful.
  

  Thank you,

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

  Senior Compliance Analyst

• Initial Complaint

  Date:07/26/2023

  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 wife and I have been paying our life insurance premiums to ****, then *********. It seems Resolution Life has now taken over our policies. I received my premium notice on 7/25/23 with a due date of 8/1/23. The premium notice is dated 7/12/23. I don't believe 1 week is the legal requirement for providing billing notices in Illinois. I log into my Reliastar account and it says I can no longer pay the premium on that site and to go to customer.resolutionlife.us/customerportal to create a new account. When I try this it sends a verification code to an inactive email with no other options. The "Customer Service" number is an automated message that requires entry of a SSN over the phone (to random phone number) to apparently pay a bill. When I call during limited office hours, I am told the wait time is 3-4 hours! This company does not answer the phone and does not have any leadership identified in their organization to provide customer service (I scoured the internet for a contact(s)). I have now way of paying my bill (with <1 week notice), I have no way to contact this company. I believe this is a fraudulent organization that is based in Bermuda. Even if my account is paid in full, I fear that if I need to use my life insurance policies, it will be impossible to contact anyone. I believe my only option is to contact my state's attorney general if working through the BBB is not successful. Please have Resolution Life resolve this matter immediately by contacting me at **********@*****.com. Resolution Life has all my personal identifiable information which is unnerving and concerning from a safety and data security standpoint. However, there is not even a phone number or email available that successfully connects with Resolution Life. Help.

  Business Response

  Date: 07/27/2023

  This acknowledges receipt of ************************ concerns. We are reviewing this matter and will respond directly to ******************** upon completion of our review.

• Initial Complaint

  Date:04/06/2023

  Type:Customer Service 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 have a 30-year term life Insurance policy with ********************** they sold off the policies to a new company called Resolution Life a global life insurance group. My husband's policy was also sold off to this company. My husband was able to easily set up a new account with Resolution Life. I however have spent 40+ hours trying to get an account set up with Resolution Life. I have been on support with them and nobody has been able to get my account set up. ********************* is also not willing to help. I did not sign off to have my policy sold to this new company which is unwilling to help me get a new account set up and get my policy paid for.

  Business Response

  Date: 04/10/2023

  The Company has received your request and has sent an acknowledgement to **. ************* We are gathering information to research the concerns raised and expect to have our examination completed shortly.  Due to Federal Privacy Laws, the Company will be responding directly to **. ****** upon completion of our review.

  Should you have any questions, please feel to contact me directly at *************************************************************** 

  Thank you

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

  Senior Compliance Analyst, Complaint Resolution Team

• Initial Complaint

  Date:01/26/2023

  Type:Customer Service 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.

  After having a life insurance policy with them for months which I have faithfully paid on time, I am unable to reach anyone with this company. I have left multiple messages and sent multiple emails. They are unresponsive.

  Business Response

  Date: 02/13/2023

  We connected with **. ************;on January 30 and ordered illustrations for her mother. We provided a direct phone number for ********************** mother to call for additional assistance.

• Initial Complaint

  Date:12/16/2022

  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 life Insurance account was sold by **** ********* to Resolution Life USA. I was never given notice of this transaction. When I tried to make my premium payment with **** I was directed to Resolution Life. On 11/25/2022 I called Resolution Life and made a payment of $40.48 with the representative. This payment has still not been posted to my account. They tell me they see the payment but they have not processed it yet. My account has been put into pending lapse status and will lapse 12/30/2022. Therefore, I cannot register on their website and make payments that way. Five different inquiries by phone have led to the same response "we have sent a priority request to advance your payment and you will receive a confirmation email when processed." However they refuse to send an email confirming that I have scheduled the payment and will not go into lapse status. How could they not process an electronic payment in 3 weeks? Seems intentional

  Business Response

  Date: 01/23/2023

  We responded directly to *** ********** on January 18, 2023, sending a letter to him by *** which he received on the 19^th (tracking # ******************).