Mr. John R. O’Malley
Director of Marketing Services and Licensed Agent
Mutual of Omaha Insurance Company
Mutual of Omaha Plaza, Omaha, NE 68175
Dear Mr. O’Malley,
Thank you so much for your care and concern regarding my dead husband’s needs to protect his family. Putting aside for a moment that he was in life far too intelligent to ever purchase whole life insurance, your clearly genuine concern, as evidenced by your robo-signature is, truly, touching. In fact, the three letters that you’ve sent to him, since he’s died, in which you’ve been outlining how he could protect his family, have given me a warm feeling in my heart. Or, that could be the heartburn. Yeah, I think it’s probably the heartburn.
Now, I suppose, I couldn’t expect you to know that my husband had died. Oh, except for the part where Mutual of Omaha is the company that paid out already on my husband’s final disability insurance. The payment that came with the letter expressing condolences at his passing. Oh, and the part where Mutual of Omaha is the life insurance company that is supposed to be paying out on his life insurance from work. On the claim that I filed in June or July, I think. The much larger life insurance policy that he maintained through the Armed Forces Benefits Association paid out within a week of my filing the claim. I’m still waiting for the Mutual of Omaha check. However, you’ve been very efficient in sending out solicitations.
After the first letter, I called and got some call center agent who read to me from his script. He gave me excuses. “You have to understand, the sales side and the claims side don’t talk to each other.” Really? I have to understand? No. I don’t have to understand. You have to understand. You have to understand that this is remarkably insensitive and cruel. He told me he could take my husband’s name off the mail list. Yes, do! I gave him all the information from the letter, and thought that would be the end of it. Until the next letter.
After the second letter, I called again. This call center person was much more…human. He told me that he could understand why I would be upset. He told me that these mailings get set up 90 days ahead of time, and this sort of thing happens a lot, and it irritates a lot of people. Really? People get irritated? Go figure. He also took the information to take my husband’s name off the lists. And yet. And yet.
Letter three came today. So I need to ask, are you people deficient? Has anyone in your family ever died? Would you like to keep getting solicitations for life insurance addressed to that person after that person’s death?
I called again. This time, the call center script reader told me “You have to understand that…” no I don’t. I don’t HAVE to understand what you are doing. What you are doing defies logic. I told this person that now I want you, Mr. John R. O’Malley, to call me back. This person promised me, PROMISED me that this would not happen. You are fine, apparently, with affixing your robo-signature to all these letters to, what? Give them some air of respectability? But when it comes to dealing with the people you’re hurting – and yes, YOU ARE HURTING ME, that’s not your problem, I guess.
So here’s my bottom line. If Mutual of Omaha were the last insurance company on earth, I’d learn insurance law and open my own insurance company. I wouldn’t even watch Mutual of Omaha’s Wild Kingdom on t.v. now, because I don’t even want to see your name.
I would wish this to happen to you, but find that I can’t wish this to happen, not even to heartless money-grubbers. So now, I just wish you’d go away. Entirely away. I’ll cash your check (if I ever actually get it), and then I hope I never, ever, hear or see your company name again.
Going forward, if I discover that an employer’s life insurance is through your company, I will work hard to have it changed.
If you decide that this is perhaps not the best way to do business, you might want to start by at least having your databases talk to each other. Just a suggestion.
If and when my anger subsides, perhaps I will pray for you. For now, I know that God loves you. Which is good, because I can’t imagine that anyone else does.
Mrs. Donald Campbell (widowed)
Update – Monday, 9 September, 2013
Upon my return from Colorado there were two phone messages waiting for me – one from someone in John R. O’Malley’s office, and one from someone who was following-up to see if the life insurance check had arrived. The caller from O’Malley’s office just left the same tired message. “Please give us 90 days to get all the stuff that’s in the system already through, blah, blah, blah.” Yeah, I’ve heard that already. However, Brandy, the woman who was checking to see that the check arrived, was different. She said they dropped the ball. She said this wasn’t a good way to do business. She said things have to change. She said that they have meetings to determine best practices, and she would bring this up, because it should stop. Brandy should be running this company. I appreciated her willingness to listen and not spout excuses, anyway. I’m still not buying insurance from them, but it’s a start.