Absolutely no customer service whatsoever. Endless wait to finally get through to overworked Telephone Customer Service Reps who try their best, but when unable to answer technical questions, their "Team Leaders" or Managers refuse to speak to customer claiming, "We can't tell them the answer to that; we don't know the answer."etc. Send them multiple emails requesting a straightforward written reply to very basic, simple policy related questions, and they completely ignore such requests, and fail to provide adequate answers. File formal complaint, and then they claim it will take more than half a month to provide to a customer who's shelled out $10k's over many years to them, with very basic copy and paste of information, or even the relevant part/s of policy document that they are relying upon when preventing a customer from nominating a binding beneficiary for the proceeds of their life insurance policy! Absolutely unsatisfactory customer service on every level.
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