WAEPAReviews of waepa.org

WAEPA simply does not answer the phone or respond to emails. I have been trying for two weeks at several different times of day and nothing.

WAEPA is 💯 customer service oriented for all members. I have been a member for over 20 years and this organization has far exceeded expectations!! The customer service is quick, professional, and knowledgeable in every aspect!!! Can’t recommend this organization enough!!

I'm writing to express my concerns regarding recent challenges I experienced while attempting to update my beneficiary information with WAEPA. In October 2023, I mailed my change of beneficiary form. I followed up in November 2023 and I discovered that it was not received. I resent the application via certified mail in January 2024 (confirmed delivery on January 17th). Additionally, I submitted two online applications (receiving confirmations) and faxed the form on January 24th. Despite these multiple attempts, none of the standard processes seemed to initiate the necessary changes. I followed up with a phone call in late February 2024 and was fortunate to connect with Tamara. Tamara demonstrated outstanding professionalism and patience while investigating my case. She thoroughly addressed the issues with the online, mail, and fax submissions, ultimately taking personal responsibility to ensure my change of beneficiary request was completed successfully. Tamara is a valuable asset to your team. While I'm disappointed with the initial challenges, I want to commend Tamara for her exceptional customer service. She turned a frustrating situation into a positive experience. I suggest WAEPA carefully review its beneficiary update procedures to make them more efficient and reliable for clients. Something so simple should not take months to process.

Wanted to let you know of a most excellent customer service experience I had with your agent (name withheld due to PII concerns). I was struggling to navigate how to pay my account which was a bit in arrears due to a variety of reasons (me not understanding I had to link my account since the old method changed). She quickly allayed my fears of losing my Policy and confirmed that I had to call You all to give Over the phone my banking details to pay the arrears. I tried to pay online just now when I went to go online and input the me bank code that was associated with the one cent transaction you all used to verify the bank account, but could not. I appreciate her sense of humor which put me at ease and her walking me through the process. She made what could have been a terrible Experience into one of the best customer service encounters I have had in my 60 years. I sincerely appreciate the time she took to deal With my issue. She made me feel Like a valued customer.

Poor website functionality and customer service. I signed up for auto-pay feature and it overcharged me for a quarterly payment on 2/12/24. I contacted customer service who told me the "system did not know that it has my money" and they would have to refund me via a check that would be mailed in 2 weeks. I waited for 3 weeks and then spent a good bit of time trying to correspond with them by email but they refused stating I had to either use their online "secure messaging" system or phone. The online secure message portal doesn't work so I was forced to call them regarding the issue which took a good bit of time as the hold times are long and I work business hours. I finally was able to get a hold of someone and received my check today in the mail 23 days after the initial call. Here's the kicker- I just checked my bank statement and they issued a refund to my account THE DAY AFTER they overcharged me. This doesn't show anywhere on their website and they apparently never even knew about this as they issued me a check as a refund. I have little confidence that this company will pull through in case of my demise. **UPDATE** after reading the response I checked my email and did not receive any information regarding this error and it does not explain why customer service was unaware of the refund.

The WAEPA employee was so very kind and helpful. She was Awesome!!!

Waepa, please change your information to: "..it takes 2 business days to answer an email and 2 business days to have a person answer your phone call"

1 star so far. I applied in October and after a bit finally got approved for term life on Nov 15 (Invoice # C9B0C372) Problem 1: There was zero communication about how long that would take, not even a timeframe. Problem 2: With the Nov 15 ‘23, email notification of insurance approval from Mr Alexander Owen of WAEPA, they requested a quarterly payment by a specific date - to avoid any issues, I made it the same day. Mr Owen responded by saying, “I’ll be issuing your policy later today and your new member packet will be mailed out shortly.” Problem 3: After a week, on 11 Nov, then two weeks 12/1, I emailed Mr Owen on both dates to inform WAEPA that I hadn’t received my policy package. I felt it necessary to keep them informed in case the package got lost or was stolen. I NEVER RECEIVED A RESPONSE — it’s at this point I started to become uneasy and really annoyed. Problem 4: That same week of 12/1, I called their 800 and after some delay and confusion from the rep (can’t recall her name), she stated that I would receive the policy package by 12/15. Problem 5: On Monday 18 Dec, I had not yet received the policy package so I decided to call the 800 number once again. This time I spoke to Ms. M. Foshee. This was a very interesting call —after being verified as a customer, I asked about my policy package. Rather than answer my question, Ms Foshee decided to provide information that I already knew and never requested. When I interrupted to restate my question, she firmly said (threatened actually) that she would hang up if I did so again. So after stating my question again, she promptly hung up on me. I was in shocked that she could be sooooooo deranged and rude. So I called again! Unfortunately for her, I got her again on the 2nd call, she decided to punish me with an even lengthier number of questions to verify me. Unfortunately for her, I decided to record the conversation in case I needed it. This time I restated my question and requested that she directly answer my question rather than avoid it. This time she told me to look for the policy package by the end of December 2023. I requested to speak to a higher authority to discuss the matter but she refused and instead offered a call back before the next day. Problem 6: It’s now Dec 22, two days after my request for a call back and I have yet to receive a call from WAEPA. AND NO POLICY PACKAGE YET. Problem 7: The odds are that I will not get a policy package by the end of 2023. At this point, I will immediately reach out the city, state and federal agencies to file a complaint. We shall see. Problem 8: WAEPA will not act on these issues and will ONLY post a pathetic message to say how they value my input and apologized for the mishaps… WAEPA, rather than post a pathetic apology note and requesting that I call your PATHETIC customer service staff, act immediately to speak to the noted staff above and reach out to me directly. All I want is for you to act responsibly, keep your commitments, stop Ms Foshee from hanging up on people, and track these kinds of issues to ensure that so called “valued customers” are genuinely satisfied. Try being authentic, rather than avoiding real problems when issues are brought to your attention. UPDATE, 12/27/2023: The policy package finally arrived. It was sent out on 12/19 and took 8 days to arrive. WAEPA did not even include a reason for the delay. Overall, getting a policy package took over 2 months after receiving a full quarterly payment. Does anyone think that is normal in the age of digital automation? I do not.