ComplaintsforTransamerica Life Insurance Company

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Initial Complaint
10/21/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have tried multiple times to cancel my policy and receive the agreed upon payout for cancellation. However, for some reason the request to cancel has not been processed despite multiple attempts and assurances from employees that it would move forward. Requests for cancellation were made on 2/23/34, 4/12/24 and 7/11/24.
Business response
10/21/2024
We are in receipt of the correspondence that you received from ******** **********. Due to privacy laws and regulations we apologize that we cannot provide a comprehensive response to the BBB.

We take consumer concerns seriously and this matter has our full attention. Our investigation is underway and we will respond to the complainant in writing to as soon as we have concluded our review.
Customer response
10/21/2024

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.

Sincerely,

******** **********
Initial Complaint
10/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My father (**** ******) was left an annuity by his mother, my grandmother (**** ******) when she passed away in 2021. My father passed away March of this year. My brother and I have been trying to claim this from Transamerica ever since he passed. The customer service staff do not know what they are talking about as everytime I call I get a different response. Examples: the money was sent back to the state, fill out the claim form I'll email you, sorry that was the wrong claim form, I'll email you the correct form, can I speak with a supervisor "NO" and they hang up. I need Transamerica to call me regarding this issue. TRANSAMERICA has taught me the true meaning of grief.
Business response
10/16/2024
We are in receipt of the correspondence that you received from ***** *********. Due to privacy laws and regulations we apologize that we cannot provide a comprehensive response to the BBB.

We take consumer concerns seriously and this matter has our full attention. Our investigation is underway and we will respond to the complainant in writing to as soon as we have concluded our review.
Customer response
10/16/2024

Complaint: 22427983

I am rejecting this response because no one has taken the time to call me regarding this. I have submitted everything they've ask for and more.

Sincerely,

***** *********
Business response
10/21/2024
Hello, we have received the consumer complaint and are in the process or reviewing and responding. The consumer will receive a response via mail as soon as our review is complete.
Initial Complaint
10/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I'm submitting this complaint on behalf of my mother, who speaks limited English. She purchased a term-life policy twenty years ago and has been trying to get the full surrender cash-out amount for almost five months now, since May of 2024. Transamerica has repeatedly delayed the process by asking her to submit the full surrender request form numerous times. As of October 9, 2024, Transamerica has asked for the fifth copy of the request form, with the explanation that the check-issuing department needs yet another copy of the same request form.
Business response
10/16/2024
We are in receipt of the correspondence that you received from ***** ****. Due to privacy laws and regulations we apologize that we cannot provide a comprehensive response to the BBB.

We take consumer concerns seriously and this matter has our full attention. Our investigation is underway, and we will respond to the complainant in writing as soon as we have concluded our review.
Customer response
10/16/2024

Complaint: 22404204

I am rejecting this response because it does not provide an actual resolution. My mother has been waiting 5 months for a check. You can respond with more information than just that you're investigating without violating privacy laws, including that you have reached out to the policy holder to discuss and have proposed a solution (and by solution, I certainly don't mean fill out another request form).

Sincerely,

***** ****
Business response
10/24/2024
We have sent a response directly to the complainant.
Initial Complaint
10/15/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am trying to get Transamerica Annuity to send my half of a beneficiary claim on a death claim. My moms name was ***** ***** policy number ******TAB. Born ************** I mailed and confirmed all paperwork sent in Sept 14 Numerous Calls made to customer service **** ..I have all their names and two managers. *** Y and KYOE today. Tracking number provided shows label made October 3 never shipped. *** ex ************. Claim CLMOE4TAB Check originally told $84,275.62. Second time $78,602.49 Ill deal with them taxing it I just need that check. Thanks for any help you can provide. .
Business response
10/16/2024
We are in receipt of the correspondence that you received from Dirk Moedt. Due to privacy laws and regulations we apologize that we cannot provide a comprehensive response to the BBB.

We take consumer concerns seriously and this matter has our full attention. Our investigation is underway and we will respond to the complainant in writing as soon as we have concluded our review.
Initial Complaint
10/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am filing this complaint with BBB because I know my rights as a consumer. I have a life insurance policy with TransAmerica through my previous employer. The policy is about 6 years old now. I dont have a copy of the policy. I requested a copy and I was told that it cost $25. They mailed the request from and I filled it out and sent it back with the money order. I have been trying since June 2024 to get a copy of my policy. Ive made several phone calls and every single representative promised to mailed out the policy. The policy was never sent to me. They claimed I should check with my mail carrier to see if I had any issues. My policy statements is mailed to the same address and I received them. I also received the fraudulent letters that they took the time to send to me stating, weve enclosed a duplicate of your policy/certificate form. Nothing is in the letter except that, no policy was sent. I tried calling again on 7/22/24, 9/13/24 and 10/5/24 because I still havent received the policy as yet. My money order was cashed. On my last call I requested to speak to a supervisor and they told me that the supervisor was on the phone speaking to another customer. I was further told that my call was now escalated and someone would get back to me. Im still waiting from June 2024 to receive the policy. My policy payments are automatic set up with my bank and they have denied me a copy of the policy that I paid for.
Business response
10/07/2024
We are in receipt of the correspondence that you received from Jasmine ****** *********. Due to privacy laws and regulations we apologize that we cannot provide a comprehensive response to the BBB.

We take consumer concerns seriously and this matter has our full attention. Our investigation is underway and we will respond to the complainant in writing to as soon as we have concluded our review.
Customer response
10/09/2024

Complaint: 22386000

I am rejecting this response because: I paid $25 for a duplicate policy and I never received it. Its very disappointing and dishonest to treat your customers like this. Im paying for my ********************** policy and I am very angry with the service this company provides. I will take action with the media on Channel 7 Eye Witness news.

Sincerely,

Jasmine ****** *********
Business response
10/15/2024
Please understand that we have received Ms. *********** concerns and are still in the process of reviewing and responding to them. We will provide a written response directly to Ms. ********* when our review is complete. We thank you very much for your patience and understanding.
Customer response
10/20/2024

Complaint: 22386000

I am rejecting this response because:Transamerica took my $25 and did not send a copy of my insurance policy. I wasnt aware that this business steals from their customers. There are reviews that they havent paid insurance claims to peoples families in over a year and theyve passed away. ***** **** is my next resource to bringing attention to this fraudulent company Transamerica Life Insurance. The audacity to say youre investigating the matter is beyond comprehension to me. The public has a right to know what they are doing to people who are paying for their life insurance policy every month.

Sincerely,

Jasmine ****** *********
Initial Complaint
10/07/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been working with TransAmerica Life Insurance since August 2024 (It is not Oct 4, 2024) to "Remove Collateral Assignment" on my life insurance policy for a bank I no longer do business with, and add a new bank. This is a requirement for a business loan, and TransAmerica's operations and shortcomings are putting me at serious financial risk.When I contacted TransAmerica in Aug 2024, I was informed that I would have to submit a form to them. They sent me the form, and I submitted it digitally via the email address they provided.Time went by and when I checked my **** mail I saw that I had a letter... telling me my request was rejected. I called them and was told I needed an additional form. I supplied it, via email. Again, I later received a **** letter telling me it was rejected. I called AGAIN and was told I needed an additional document. They emailed it the document to me, and I emailed it back. Then nothing happened. I called again and was told that I would have it completed by Monday, September 30, 2024. That day came and went and I called yet again, and was told that they were wrong and would expedite it and I would certainly have it completed and emailed to me or a response emailed to me on Friday, October 4, 2024. No response came so I called yet again.Each phone call requires between 20 - 120 minutes of wait time on hold. I have spent countless hours trying to complete a simple transaction. The inability to complete this simple process with TransAmerica is causing me real serious financial harm. I can't make them pay attention and address it directly. Nothing I do helps.I've been on the phone with them at least 8 times... I have no confidence that they will complete the process. They fail over and over and I could end up going bankrupt as a result of the process that is literally meaningless to them. My current call with them literally just disconnected after more than an hour of effort. I need help.
Business response
10/07/2024
We are in receipt of the correspondence that you received from Richard Kowalczyk. Due to privacy laws and regulations we apologize that we cannot provide a comprehensive response to the BBB.

We take consumer concerns seriously and this matter has our full attention. Our investigation is underway and we will respond to the complainant in writing to as soon as we have concluded our review.
Initial Complaint
10/04/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was due a lump sum payment on 9/10/2024 from Transamerica as part of my variable annuity. I emailed them on the 13th but never received a reply. So I called them on the 17th and was told they were having issues getting funding for the payment and would be sending a physical check (note:I have direct deposit for my monthly annuity payments).I called again on the 17th and was told by ******** the payment was still being processed. On the October 1st, I called was told by ********* the check was being mailed out that ****** between all this I emailed transamerica two more times and never received a response.
Business response
10/04/2024
We are in receipt of the correspondence that you received from Tyerone Johnson. Due to privacy laws and regulations, we apologize that we cannot provide a comprehensive response to the BBB.

We take consumer concerns seriously and this matter has our full attention. Our investigation is underway, and we will respond to the complainant in writing as soon as we have concluded our review.
Customer response
10/04/2024

Complaint: 22379560

I am rejecting this response because:
it doesn’t address my complaint satisfactorily and I have no assurance they will do as they say they will.

Sincerely,

Tyerone Johnson
Business response
10/10/2024
A response was emailed to Mr. Johnson on October 9/2024, to address his concerns.
Customer response
10/15/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22379560, and find that this resolution is satisfactory to me.

Sincerely,

Tyerone Johnson
Initial Complaint
10/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My mom passed away earlier this year and she had annuity with TransAmerica. As one of the beneficiaries, I contacted Transamerica about initiating a payout to the beneficiaries. My brother, sister and I were sent forms to fill out and what paper work was needed. Everyone filled out the paperwork and enclosed the necessary paperwork. After a few weeks my sister contacted the claims division to make sure they had received everything needed. They informed her they had everything they needed and the checks would be mailed out within the week. After a couple weeks and no checks my sister contacted them again and they said the checks had been printed but yet to be mailed, no explanation of why they weren't mailed. You have to understand you are dealing with a call center in ***** which is not unlike many US companies. Regardless, over the next month we were told different stories each time. Once the checks were mailed, not mailed , in process etc. They state that they will call back when they find out something but to no avail. Not sure what my next steps should be. This has been going on nearly three months.
Business response
10/01/2024
We are in receipt of the correspondence that you received from Gary Sanford. Due to privacy laws and regulations we apologize that we cannot provide a comprehensive response to the BBB.

We take consumer concerns seriously and this matter has our full attention. Our investigation is underway and we will respond to the complainant in writing to as soon as we have concluded our review.
Customer response
10/01/2024

Complaint: 22363651

I am rejecting this response because:

Sincerely,

Gary Sanford
Customer response
10/01/2024
Transamerica has repeatedly ignored our request. The only people you can speak to are call center workers which appear to only be there to pacify the callers. There is never a response after calling as they did with BBB’s request. We are checking on it seems to be the main theme of their operation. They ignore all request to come to a solution. They owe our family 27k and just won’t pay it. There’s nothing preventing them from paying. Everything is in order. I’m not sure what more I can tell you. My Mom had an annuity with Transamerica and my siblings and I were the beneficiaries. We submitted the proper paperwork just under 3 months ago after my mom passed in late April. What more do you need?
Business response
10/03/2024
Hello, we would be happy to review the concerns and assist but we will need more information in order to do so. The policy number and/or name of the insured will help us to find the policy so we can review and assist.
Customer response
10/03/2024
Annuity Holder Walda Sanford. (deceased)
Policy #02TCB013430
Beneficiaries: Gary Sanford, Carol Swann, Ronald Sanford
Business response
10/03/2024
We are in receipt of the correspondence that you received from Gary Sanford. Due to privacy laws and regulations, we apologize that we cannot provide a comprehensive response to the BBB.

We take consumer concerns seriously and this matter has our full attention. Our investigation is underway, and we will respond to the complainant in writing as soon as we have concluded our review.
Customer response
10/07/2024

Complaint: 22363651

I am rejecting this response because:

Sincerely,

Gary Sanford
Initial Complaint
10/01/2024
Complaint Type:
Billing Issues
Status:
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.
On 9/26/2024 I was charged in the amount of $75.13. This charge occurred after being pressured to open a policy and after being called repeatedly and nagged by the sales person named **** ******. After repeatedly telling him we wanted to wait to open the policy eventually I told him to cancel it altogether. Instead of canceling per our request we were later charged the mentioned payment of $75.13 and sent a policy in the mail. This is absolutely unacceptable and I am extremely disappointed in the unprofessional encounter I had with this company and their salesman.
Business response
10/01/2024
We are in receipt of the correspondence that you received from Meredith Schmitz. Due to privacy laws and regulations we apologize that we cannot provide a comprehensive response to the BBB.

We take consumer concerns seriously and this matter has our full attention. Our investigation is underway and we will respond to the complainant in writing to as soon as we have concluded our review.
Initial Complaint
09/30/2024
Complaint Type:
Product Issues
Status:
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.
I've had an existing 10 yr life insurance policy with Transamerica since 2014. I contacted Transamerica @************ on September 27, 2024 in order to determine the exact date of termination for my 10 year policy. I was told the existing policy would terminate on December 2, 2024 but I had to request a cancellation (in writing) of the existing policy before it rolls over to increased premiums after the December 2 date. I requested the documents to be sent to my email address to which the representative said he would do, however, I never received such documents and upon contacting Transamerica via their email contact it appears there is still some confusion or lack of understanding as to what my request was and the course of action. It appears Transamerica is in a state of Flux since the business is down sizing and I'm not getting to the right contacts at resolving my request.
Business response
09/30/2024
We are in receipt of the correspondence that you received from Brian Grider. Due to privacy laws and regulations, we apologize that we cannot provide a comprehensive response to the BBB.

We take consumer concerns seriously and this matter has our full attention. Our investigation is underway, and we will respond to the complainant in writing as soon as we have concluded our review.
Customer response
09/30/2024

Complaint: 22359230

I am rejecting this response because: This is a lack of communication and the appropriate process to resolve to a simple issue. That was a silly and inappropriate response and only validates involving an outside source to medicate the issue. No problem. BBB can close their complaint. I have already contacted the Ohio Department of Insurance and I will file a complaint with them since whoever responded from Transamerica is apathetic about resolving the issue.

Sincerely,

Brian Grider

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ComplaintsforTransamerica Life Insurance Company

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