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Customer Service is non existent. I have had an individual life insurance policy with TransAmerica since 2002. In August I applied for reinstatement. TransAmerica sent a paramedic who performed an exam including EKG and blood/urinalysis testing.
By letter dated August 30, 2011, TransAmerica informed me that my reinstatement was denied. They attached a "Your Right to Know" which said that I have "the right to see and obtain copies of documents related to this decision". I was instructed to submit a written request within 90 days. "We will respond to you within 21 business days from the date of receipt of your written request", it said.
By telephone call to TransAmerica customer no-service on September 13, 2011, I asked if an email request would suffice, and was told "yes". I was given an email address to submit my request, which I did on September 13, 2011.
After having received no reply, I called TransAmerica customer no-service on October 25, 2011, and spoke with Bonnie. She said my email request had not been received. That day I resubmitted the request, and this time requested a return receipt. On October 28, 2011, I received such receipt saying that my message had been read.
After two more months of not receiving any documentation, on December 30, 2011, I called TransAmerica customer no-service again. This time I talked to Robert who said I should have received an email response. I rechecked my email, and at his suggestion my spam folder. Nothing. He said they will mail the documents, but I am skeptical.
Fact is, it has been 15 weeks since my first request, and 10 weeks since my second request, and no documents.
My doctor says I am healthy. TransAmerica says I am not. I wish to purchase replacement life insurance and also long term care insurance. My broker says insurance companies will not even talk to me without an explanation of why I was denied WHICH TRANSAMERICA WILL NOT PROVIDE!
The complaint has been investigated and resolved to the customer’s satisfaction.
2012? That's the last complaint? I think not. I keep getting LOAN INTEREST added to my quarterly bill. I was told by CS on the phone today that, "When a person gives you the amount of the loan to be paid, it's for THAT day, so if it is paid off days later, those cents accrue interest and when it reaches $2 it's added to your bill". WTH? I MIGHT have had a small loan on my policy clear back in the 1980s when I became a double amputee, but it was paid off in full. I have never taken a loan since! I think if they add $2 every once in a while to al their policy holders, they're making some nice BONUSES!
At Transamerica nothing is more important than our customers' satisfaction and our Company's reputation. We take pride in researching and responding to customer concerns. If you would like for us to research your concerns, please forward your information, such as name, address, phone number or policy/certificate number to us at custrel@aegonusa.com, by fax to [protected] or by mail to 2700 West Plano Parkway, Plano TX 75075.