Complaint Review: Stonebridge Life Insurance - Santa Rosa California

My mother passed away in 6/10.  We called Stonebridge to let them know.  We were told my mothers policy was canceled the month before.  Impossible.  They said we never sent in a payment.

 JC Penny credit card always made the payments.  I called again.  I was told my mom canceled the policy to direct bill.  Impossible.  My mom was in ICE and had cancer of the throat and lungs.  She could not talk.

I called JC Penny.  I was told we they never received a billing from Stonebridge.  Plus If they did receive a billing and if our account was past due or over the limit they would always pay life insurance.  My mother had a policy for over 20 years and picked up 2 new policies within the last 5 thru them.  NEVER missed a payment.

I called Stonebridge back again.  They told me a KATHY called them.  LIE!! We do not even know a Kathy nor a name even like that.  They gave me a address we did not know either.

I told them that it went through JC Pennys credit card for the 5th time.  They said they would research it.  NEVER  got back to me.

Called again with a JC Penny rep on the phone with me.  They hung up on us.  Called again and got nowhere.

I called back and asked when this "Kathy" contacted them.  They said they had no idea what I was talking about.  REALLY?  That day I asked them to send me a copy of the letter they spoke about.  It said Kathy on it but yet now they have no record or her?

Every time we pointed out clerical errors they were all of the sudden fixed and there was no error ever in the system. Hmmmm.

After going round and round with them and JC Penny.  The denied the claim.  They stated we did not pay the policy.  Yet the other 2 were paid.  The only policy that was not paid was the one that would be paid out.

We never received a notification that the policy had lapsed a month before her death.  It was on credit card so we thought everything was fine.  There was no letter sent out and they could not even find a letter then all of the sudden after the last battle with them a letter appeared.  I argued with the Supervisor.  This was not our fault we did nothing wrong nobody notified us us of non payment.  I asked her what do you want from us.  She had the nerve to say.  "Prove you paid the policy"  DUH!!!!  That is the whole struggle! We are not denying it was not paid .  We were not NOTIFIED!!  She got mad and huffed and said she gives up and doesn't know what to do.  

So we are still fighting and still getting the run around.  All the other policies were paid but the one that would have been paid out in there eyes.  20 years of being excellent clients and this is what they get.  

They kept tripping up and the even have the nerve to switch who died in the system.  They but my dad because the rep go so mad they did it.  Everything was fine until him.  I called back 20 minutes later and everything was switched.  My mom now was alive and my dad was dead.  He did it on purpose which was a pain in the neck to fix

Stonebridge has over 500 complaints and 67% VERY UNSATISFIED customer rating according to ratings.com

Need help or similar experiences advice... 

My dad has lost his wife of 42 yrs, his dog of 12 yrs 4 days later, his home, his job, his grand kids (he had to move 2 hours away from them)  This is a small policy but it means everything to him.