Impossible to Cancel
by CJ40 on Dec 2, 2017
1 out of 5 stars
I purchased Disability Insurance with GWL during the last few years of my training as a physician. In the last 3 years, I have suffered from a chronic illness that forced me to take a leave of absence from my practice. As many other posters have shared, the claims process was long, arduous, and I had to fight tooth and nail to even get partial disability for an illness I help my own patients achieve coverage for. I also returned to part-time practice and they decided that that eliminates my partial disability, even with an own occupation rider on my policy. I'm a medical professional, and I navigate these systems all the time. I cannot even imagine how it is for non-medical clients who have to face a claim's process. I have since cancelled my policy with GWL. I am extremely disheartened by this company's practices. I would highly caution anyone taking out disability insurance with GWL or any insurance company for that matter. Do your research, talk to other people who have had claims with the company and read these sorts of message boards.
So I had a short term disability claim. I will be honest I had waited quite a while before I submitted it for personal reasons. This however does not justify the following.
1st, I submitted my claim as a short term claim. I was told it would take approx one week for it to get processed and to a claim manager. 19 days later I noticed the women I was dealing with kept typing "long term claim" and it took an additional week to convince her otherwise.
So a manager calls me to apologize for the error and tells me my claim will now be rushed. Great right?
A week later I still hear nothing so I call in and email some more.
They deny my claim because "I had waited longer then the 10 limit to submit my claim" No where on any paper work did I read there was a 10 window.
So back to the grind, luckily I write contracts for a living. I am good at what I do. So after describing to her in very small words just how wrong she was I was told her manager would double check her work. At this point I demanded her managers FULL name and email. They will fight you on this but it is important to know in case you end up taking legal action.
Eventually she realized I was right and would not give up my fight. (I am Irish I will spend any money to not be taken advantage of)
My claim is now approved. She informs me accounting will take 2-3 days to deposit my funds.
2 weeks I wait. So back to the phone. I am repeatedly told to just give it another day or two. Turns out they mailed me a check, to an address I rarely use.
The whole process is a nightmare. They will automatically deny your claim to save money and pad their bonus account. You will have to dig in and fight. Be polite, and angry. Do not give up your fight. Make them know you have every intention of winning. Or even better, choose ANY other insurance company. This was not my first issue with GWL but it certainly will be my last.
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Have been trying for months to cancel my critical illness and disability insurance policies. Originally spoke with a rep in July, who was unable to help me and told me to phone another line. They only take calls M-F 8-4:30(I also work the same hours). So it was weeks before I was able to actually speak with anyone. I spoke with multiple reps in July, who told me different things, left a message to a supervisor, mailed in a letter in August, emailed their client services in October. No one has ever reached out to me, then Dec. 1st rolls around and I get billed again! I'm glad I never had to process a claim with them, but at this rate, I'll probably be stuck with them until I retire. What a joke, this company is a total scam.