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Hartford Life Insurance

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Wade of El Paso TX (8/14/03):

My wife was in a one-car accident on March 8 2003. She was driving long distance and fell asleep behind the wheel. It is assumed she wasn't wearing a seatbelt, as she was ejected from the car and died from the injuries. Her passenger only sustained a minor head wound.

I phoned Hartford Life on the 20th of March, and I was directed to another department that handles the accidental death policies, who referred me to a company that handles the bank policies. They told me that I have to deal with the bank directly to get the claim forms. The next day I went to the bank and at first I was given a story that I would need power over her estate, and some other kind of legal rights to obtain the insurance. I went to a lawyer who told me that is not so. I decided then to see what one of the other branch banks had to say, and the manager promptly got on the phone and contacted the insurance company called FSA (Financial Services Association).

They said they would mail the forms to the bank and to expect them in 10 business days. I waited, and went to the bank only to be told they didn't receive them. After dealing with this about six more times, not only was I getting frustrated but so was the bank manager who even asked they fax the papers. But FSC told them the wouldn't be 'legible'. I decided then to contact the Texas Dept of Insurance (TDI) who must have got on them, because not only did I receive two copies of the claim forms, but got a call making sure I got them.

I immediately went to the bank with the required documents for the claim and with the help of the bank manager filled the paperwork out and FEDEX'd it that day (this is now June). Except for a request by their 'special risk' department for a copy of the toxicology report from the Medical Examiners office, I have not heard a thing from them. But the TDI wrote me saying that since FSA is located in Tennessee, that I would have to contact that state's insurance dept. for further assistance. I haven't done that yet, but I will if I don't hear from them soon.

Seems this whole thing has been nothing but avoidance and foot-dragging from the start, without even an apology. Hartford even went so far as to say the response to the TDI was that the complaint I filed was unfounded since I didn't file a claim. I wrote them and TDI back saying I couldn't because they never sent me a claim form to file initially, and that was my complaint to TDI. This insurance claim is for $10,000. I consider that a drop in the bucket and cannot understand why they don't just settle so I can get on with my life.

After still waiting for over 5 months for a settlement that from what I am told is taken care of in a matter of weeks normally, I counted on using that money for the costs involved with a loved one's passing away. I am in the US Army, and I am also afraid that I won't be able to tend to this matter if the situation arises that I am ordered to deploy overseas. Something like that could really allow them to get the further delay in processing or even not paying out if I cannot be reached at my home address of phone.

Wade should discuss this outrage with his unit commander. Each military unit has access to a legal support staff, which should be able to help him. If not, we've asked him to get back in touch with us. We offer Wade our sincere condolences on his loss and our thanks for his service to our country.

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