Stonebridge Life Insurance talks a good story, but when is comes to customer story and fixing a probelm they have in their system... They LIE and CHEAT!
We took out a Accidental Death Policy in March 1996 thru JCPenny where wife was once employeed. We trusted the name. Later is was changed and became STONEBRIDGE LIFE that controlled the policy. The policy was a good one and after fifteen years (March) is matures and we can get all the premiums paid into it returned.
I always dreaded calling them because of their phone system and poor communications. Sometime in our mailing address for the statement waschanged without our say so. (See our website www.stonebridgelifewillcheatyou. Webs.com and read the report on usacomplaints.com because they did the same to us!). I immediately called them and correct this error. But they have no record of the call? I also mailed back their letter concerning verifing theaddress change with statement and payment.
The response from them was none. I eventually called in the Spring 2010 and spoke to customer service which told me this was a "great policy" and to keep it and he would correct address. I also explain that the person who owns policy has had a stoke and counts on her statements coming to her. Stonebridge says they keep record of all calls and so forth, but they convienently 'can't find' any record of my calls, except for the most recent???
Again, the 'pay off' anniversary is coming due on this policy. When my daughter discovered that my mom had been collecting her monthly checks waiting for her statements. We further checked into this and found that they were still not coming to our address? Again they failed to correct the problem. It was almost like they were hoping and helping to create a problem so they could wesel out of this policy benefit???
I called on December 10 and spoke to one of their "specialist" which is nonsense. The lady 'again' corrected the mailing error... And also told me that the payment we saved of $73.02 should be sent in and all would be OK. This was done and then we got a letter. Again through the wrong address... That they were refunding a credit because the policy had lapsed!
They upset my mother so bad we had to take her to doctor's and worried she would have a stoke again! I called on January 4, and was proomiseda return call each time by their "specialists". They said a supervisor, Bil Lane, (who was about worthless!) would call that day. He didn't. He didn't call the next day either until we called them again. He said it was our fault! I spoke to his supervisor and it seems the higher up the ladder you go the more crude, heartless, stupid and fail to listen the people get!
They had our old phone number on file from 20 years ago??? That's odd. Because they used to have our present number. They say they keep records of calls, but said they didn't show we called anytime else except Dec 10. That's NOT TRUE. They say anything and make excuses and talk their way out of every mistake or error and they fail to make it right.
They would not reinstate the policy. Ok. Fine... Well then they can honor the benefit and send out full premiums paid over the years. These people are very slick with their excuses, answers and reasons for not paying or making the error look like the policy holder. Furthermore, on December 23 another letter date October 31 with STONEBRIDGE LETTERHEAD arrived at the improper address again stating that the policy lapsed. It was rather convient for them. Why did that letter show up nearly two months after it was dated? After it was too late to make payment.
They never listened to the customer or situatrion that they created and how it was affecting the policy holder. They screw my mother out of her GOOD POLICY and the $945 (approximatel) she would have received in March. We want that money returned. All of it!
We want our money. They feed off an unsuspecting public and have the worst customer service I have ever faced.
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