How to File a Complaint Against Any Pre-Need Plan Company in the Philippines

Are you planning to file a complaint against a pre-need plan company in the Philippines?

On the SEC website, there are instructions on how to file a complaint. There is also a complaint form which can be downloaded.
But you can use your own format as long as you include all the necessary details.

Here is a simplified version of the SEC procedures:

1. You can file your complaint against any  pre-need company in the Philippines at the SEC office along EDSA in the Greenhills area. Submit your complaint to the Central Receiving and Record Division (CRRD).

2. Who can file a complaint?
The planholder, or the legal representative, or the beneficiaries (if the planholder is deceased)

3. Where is the complaint filed?

Submit your complaint to the Central Receiving and Record Division (CRRD) of the SEC.

4. Contents of the complaint

The complaint should be written. You can use the SEC complaint format which can be downloaded from the SEC website.

  • name, address and contact number of the complainant
  • name of the pre-need company, main address of the company, name of the person contacted (example: name of the salesperson)
  • brief statement of facts: type of plan, effectivity, number of installments paid, total payments paid, significant dates, and other facts that will support your complaint

5. Issues to be resolved

The examples of issues are:

  • non-payment of claim
  • non-registration of pre-need company
  • non-registration of pre-need plan
  • refusal to reinstate pre-need plan
  • inaccurate termination value
  • mismanagement of trust fund
  • illegal closure
  • any other fraudulent act or misrepresentation done by the pre-need company, its representatives or salespersons

6. Brief statement of relief or solution being claimed by the complainant

In short, what do you want the pre-need company to do for you?

7. What happens after submission to CRRD?

The CRRD is mandated to forward the complaint to the Non-Traditional Securities and Instruments Department (NTD) within 24 hours or not later than the same hour of submission on the next working day.

8. What Happens at the NTD?

The NTD is mandated to number and docket your complaint. This will add your complaint to a list or register of complaints with codes for easy reference.

9. Mandatory mediation hearings

The NTD orders you, the complainant, and a representative of the pre-need company to appear in a mediation hearing not later than 15 days from receipt of complaint. The NTD will send a notice of mediation at least 5 days before the hearing.

If you fail to appear at the hearing without prior notice and justifiable reason, your complaint will be dismissed. If you attend the hearing, but the pre-need company representative fails to appear, NTD will resolve the issue according to your documents.

10. What happens if the mediation fails?

Both you, the complainant, and the pre-need company file position papers within 10 days from date of failed mediation hearing.

The position paper includes:

  • statement of facts
  • statement of issues to be resolved
  • presentation of arguments (refer to documents and affidavits you attached)
  • claims or solutions

11. Decision

The NTD will issue a decision not later than 10 working days from the date following receipt of the filing of the position paper. The NTD must state the basis of the decision.

The NTD will also forward a copy of the decision to the Compliance and Enforcement Department (CED) of the SEC within five (5) days from date of decision.

12Appeal

The complainant or the pre-need company can file an appeal of the decision within 10 days from receipt of the decision.

Lastly, the downloadable SEC complaint form has a notary public portion.  So, if you use your own format, it is advisable that you have your complaint notarized.

Updated: January 31, 2010 — 8:21 pm

36 Comments

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  1. PARA SA KAALAMAN NG LAHAT

    Ang Loyola Plans Consolidated Inc. (LPCI) ay UNDER CONSERVATORSHIP ng Insurance Commission at meron din Cease and Desist Order effective July 24, 2019. BE WARY Everybody ! Please check official website of Insurance Commission

  2. Thank you Sir Jun P sa advice.

  3. Thank you po Ms. Nora sa tulong.

  4. Hello Kem

    IF I MAY ANSWER YOUR QUESTION – ang mai-advise ko sayo mag-file agad ng POLICY CANCELLATION REQUEST (letter yun) na pirmado mo at i-file hanggat maaari sa branch ng Caritas Health Shield na nag-issue sayo ng policy. Dalhin lahat ng documents at ipa-photocopy mo lahat, siguraduhin STAMPED RECEIVED ng branch at antay ng sagot kung kelan ka babalik to claim refund (posibleng hindi na complete ang refund Kem. Check mo na lang sa policy kung ilan percent na lang makuha mo kasi pre-termination yan.

    By the way meron CDO (CEASE AND DESIST ORDER ) ang Caritas issued by IC kelan lang. Check insurance commission website Notice To Public

  5. Good Day Ms. Nora, gusto ko po i.cancel ang membership ko sa Carita’s Health Shield, nakapagbayad na po ako ng quarter payment para sa health insurance. Ano po kilangan gawin?

  6. Hi Ms, Nora, Cocolife Policy Holder po ako , need ko lang po advise if i can still refund my 1 year and 2months na premium payments ko.. ?
    thank you

  7. Hi Maricar, next time huwag mong ibinibigay ang credit or debit card mo sa mga nagbebenta ng mga plans o massage chairs o expensive appliances. Pumunta ka sa kung saan na-swipe ang card mo at bawiin mo ang pera mo. Magdala ka ng kasama mo, yong matapang magsalita. Sabihin mo nadaya ka nila. Kung mall ang puesto nila, pumunta kayo sa admin ng mall at magreklamo.

  8. Hello Maricar,

    Ang mai-advise ko lang sayo if you want to immediately discontinue your policy and refund your payment is to file a CANCELLATION REQUEST LETTER with Caritas Health Shield in the branch where you got your policy. Under the law meron allowance usually na 15 days FREE-LOOK or COOLING OFF PERIOD for every insurance policy

  9. Maricar Villanueva

    Hi po gusto ko po icancel ung CARITAS HEALTH SHIELD INC. ang sabi sakin walang lalabas n pera sakin pag oopen ak9 ng account saknila . Tpos ung kninuha nilang card sakin is credit card n konti nlang maintaining bal. So d daw approved un. Kinuha sakin ng agent is ung savings ko un ung naiswipe ko at nadebit ng 23k plus. On the spot nwala pero ko. Ang sabi ksi or approval ung pag sswipe ko at hndi mggalaw ang pera ko. Savings ko p din un.. so ngcheck ako ng savings aun wala n 23k ko. Need ko refund dhil need ko pera ko. Pls

  10. Hello po, sa Philippine Prudential po kami naghuhulog ng pension life plan, 4years na po kami nakapaghulog, gusto lang po namin maiwithdraw yung pera namin papaano po ang gagawin namin, please advise po.
    Thank you very much.

  11. john lowell villaruel

    mam icacancel ko po yung policy ko sa cocolife kasi hndi po nagmeet ung agreement namin nung agent at sa policy na dumating saken.ang sabi nya may health insurance daw ung kinuha ko pero wala naman sa policy.gumawa na po ako ng cancellation letter.san ko po yun dadalhin sa head office po ba o sa sm manila kung san ko nakuha ung insurance nila.

  12. GUd am. policy holder po ako ng Philippine Prudential Life.. Taga.gensan po ako. Nung chineck ko po office nila,months before it was close until now, at yung mga contact infos ng company d na makontak or sadyang di po sinasagot tawag ko. When I talked to the HR in SM kung saan ang branch ng Prudential Life ang suggestion nila is icontact at nagbigay sila ng number, the sad part is even yung number na binigay di makontak or ng.riring lang. Ang sabi ng HRMO marami na rin daw nagcomplainyung iba mukhang naibalik daw ung claim nila kasi d na bumalik.. Ano pong pwede kong gawin?

  13. Good pm! i’m and OFW, i want to seek help to Cancel my registration from CARITA’S SHIELD. after they got my annual payment after registration last Feb. 20, 2017 and promised that my policy will be sent to me after 1 month prior to the registration until now July 15, 2017 there’s no policy sent to me and the contact person that i’m dealing with is cannot be reach anymore. Even the customer care website of carita’s is not responsing to my email. i’m trying to send email to (publicassistance@insurance.gov.ph) but all my email failed to reach this email address.

  14. Caritas Health Shield HMO.
    I want to file a case…

  15. MAAM LOYOLA TIMEPLAN PO YUN SA AMIN. TNX

  16. Hi Neo, did you mean Malayan declared it as a total loss? I assume you have completed all the documents required as you said you’re following up, and you did not say anything about additional document missing. Check the Loss and Damage portion of your insurance policy, check also the list of requirements when claiming, and if you’re sure your documents are complete, call them, and ask them the status of your claim, telling them your documents are complete, and if they’re vague or hostile, ask them if you need to file a complaint with the Insurance Commission. Filing a case should be the last resort. Merong guide dito for filing a complaint with the IC — sabi sa page it’s only for claims up to 100k, pero puede pa ring mag-file. They will advise the insurer.

  17. Hi Nora, Im a Policy owner of Malayan Insurance (CAR), can you help me regarding my case. I encountered an accident around May (2016), and initially the LOA states that they fix my car since the initial estimates was within the premium coverage.Then the dealer/casa found out that there are more damages inside my car so they requested for another LOA which resulted beyond the limit of my coverage. Now, they informed me that it will be a total loss situation. But since then the insurance company havent given me feedback about the check/payment for the total loss until now (November)even for constant follow up. Should I file a case?

  18. Hi Olivia, what’s the name of the insurance company?

  19. Hi im Olive.My brothers and I purchased an insurance which they call timeplan. our plan matured last april, 16, 2016. We have submitted the necessary documents for us to claim the said insurance, we have done follow ups,they keep telling us to wait, and just call again.. hope you can help us with our case, because we our from zamboanga we dont have the means to travel to do personal follow up. thank you very much.

  20. Hi Mark, i-google mo lang ito “Philippine Prudential Life Insurance Company Cancellation Letter Example”, marami kang makitang samples.

  21. sakin po last October 3 lang. panu po gumawa ng cancrllation letter?

  22. Hi Azel, dahil around 2 months na ang lumipas, siguro magandang magpunta ka na lang sa Insurance Commission, bringing your documents with you and IDs, and ask for help. Dapat, kung cancellation na lang ang habol mo, at wala nang refund, dapat madali lang ang pag-cancel. Subukan mo rin tawagan ang bank that issued your credit card kung puedeng i-cancel nila yong payments to RCBC, at para lang masabi mo na tinawagan mo na sila, baka kasi tanungin ito sa Insurance Commission. Pero kung partner ng RCBC yang credit card, paikutin ka rin siguro. Maganda rin sana kung kaya mo nang ipa-close na lang yong credit card mo para wala na silang ma-charge pa. Sorry, up to suggestions lang ang maitulong ko.

  23. Hi! Can you help me regarding my case? Tumawag kasi yung RCBC saken last 2 months ago offering card for life insurance (Malayan Insurance) and connected sa rcbc. Kaso over the phone lang ung pagddetalye nya saken regarding the policy. Ang sabi ko po sa kanya naghahanap ako tlga sa ngaun ng insurance pra sa parents ko kaso magdedecide pa kami ng mga kapatid ko. Ininsit nya na pde namang kumuha ngaun at once mareceived ung policy pde naman icancel ung insurance basta tumawag lang ako. After 1-2 weeks wala pa din po ang policy sa pagkakaalala ko tumawag pa ako sa kanila para ifollow up ung copy ng policy. Hanggang sa nagbill na fir first month ung insurance. Binayaran ko sa RCBC ung firt month tapos tumawag po ako para irequest icancel ung insurance pati ung credit card. Kaso pinapatawag ako sa Malayan insurance pra ako daw magcancel at pagkatawag ko 15 days lang daw allowable for cancellation nila. Sabi ko po sa kanila wala akong nakukuhang copy ng policy galing sa kanila pano ko mccheck ung covered ng policy na yun at isa pa eh tumawag ako para ifollow up un. Dinahilan pa nila sken na Philpost lang daw ang courier nila na minsan daw po eh nadedelay ng isang buwan. Ngayon po sinend nila sakin thru email ung policy pero ininsist ko na termination ang gusto ko at ndi copy ng policy. Na pde pala nilang isend thru email bakit ngayon lang nila ginawa. Ano po ba ang pdeng maging aksyon ko para dito? Kasi pinagpapasa-pasahan lang ng RCBC at Malayan insurance ung concern ko.

  24. GOOD DAY! ..How can I complain against Caritas Health Shield Inc…gusto ko po kase ipacancel yung insurance ko sknla nung mismong araw na yun kaya pinagawa po nila ako letter para isubmit nila sa main office nila kasabay nung policy contract nila ..ayaw ko nga po sana pumirma ng contract dahil sabi ko ipapacancel ko nga pero sabi nila need ko daw po pirmahan para maisubmit nila sa main office nila kasama yung letter ko then bumalik ako sknila after 1week ang sabi hindi daw naaprove ang cancelation ko kaya no choice daw ako kundi ituloy yung insurance ko..possible po ba na marefund ko pa yung one year payment ko?

  25. Hi May, there’s a portion of your policy entitled pre-termination or early termination. Check it and read the instructions on how to file for pre-termination. What I know is that you will need to accomplish their pre-termination form. You can see there also the % of money that will be returned.

  26. Hi, I’m a policy owner of PPLIC. I finished paying my plan for 5 years. However, I no longer want to wait until it matures. I requested to cancel my policy and I am suppose to receive a cash value. I would just like to consult on how I should move forward my concern with regard to getting the check for my insurance policy as a result of my cancellation request. I have sent the request on February. I was told that the check should be ready 30-45 days from request. However, 4 months have passed and I still have not received my check. And, up to now I still cannot receive certainty on when I will receive it even after numerous follow up. Appreciate your advise.

  27. Hi Mia, really sad that PPLIC is still using unethical techniques to sell their plans. Sorry I don’t know of any other way other than to bring a firm, strong, experienced, knowledgeable person into their office (maybe a lawyer, a police officer, an influential person, representative of the mayor or councilman) and talk to them in your behalf.

  28. Hi. Same dilemma po kami ni Julios PPLIC din po ako nakapag avail. Nagpunta po ako sa office nila ng ika 10days which I believe na pasok ako sa 15 days free look nila at yun na nga ayaw nila tanggapin cancelation letter ko kundi e downgrade nalang daw e ayaw ko na nga dahil hindi ko kayang bayaran ang annual premiums ko worth 42k and Im only receiving 7k sa salary. Wala daw ako option until naging firm ako na ayaw ko na tlga pero eboboard pa daw nila kung e approve ng head ang reason ko or not dahil kung hindi daw I have no choice. Another thing is, pinagawa nila ako ng letter na kung saan ayw nila palagyan ng date kasi dpende daw sa manager kasi siya na bahala ang sabi pa e open letter daw ang format e wala ako idea sa open letter and ginogoogle ko po e to publicize po meaning niya so ibig sabihin hindi pa confidential yun e money matters yun. E tagong tago nga nila ako sa mini office nila para hindi ako marinig tapos open letter tlga pinapagawa sa akin. Hanggang sa sinunod ko nlng sila kasi daw format daw yun sa company dahil kung makulit at hindi daw ako susunod hindi daw ako maapprove cancelation ko. Tapos tlgang they insisted na ipapasulat sa akin yung LABB PLUS na non-refundable na ride on sa endowment plan ko na “I will continue my LABB PLUS” . Pinilit tlga ako kahit ayaw ko na ipagpatuloy, eh diba violation po yun dahil kahit anong insurance man yan meron tlgang 15 days free look e hindi nman daw nakasaad sa contract. Kaya sa bandang huli napilit nila ako mapasulat sa labb plus na icontinue ko worth 9k. Tatawagan nlng daw ako kung maapprove na daw cancelation ko sa endowment plan ko. Ano po laban ko doon sa Labb plus? Sa bilis ng pagswipe nila sa debit card ko tapos pag sa refund ang dming ek..ek.. Sabi ko nga sa kanila dapat ganoon din kabilis pagsauli sa pera kung may karapatan ang holder. Pinangtatakot pa po nila sa akin yung video confirmation e taliwas naman po yun sa contract na may 15days free look ka. Pls help me po.

  29. Hi Carmelita, do you mean they accepted your initial payments for Core 10 plan even if you’re not qualified for the plan? Then that is their fault, so they must refund. Type or print your letter, asking them for a refund of your payments because your application has not been approved. Mention it’s their fault that they accept your payments even if they know you’re not qualified. Add that you have emailed them ___ times and called them many times but were always ignored. Write that if they do not respond to your refund request within a reasonable time, you will go to the Insurance Commission (IC) to file a complaint. Make 3 copies, then present to Caritas, and have one copy stamped-Received by them — keep this stamped letter as your proof later on to the IC that they have received your letter.

  30. Hi! How can I complain against Caritas Health Shield Inc. I want a refund of my one year payment. My application for their Core 10 plan is not yet approve due to lacking requirements. I decided to withdraw my application but they are not answering my letters. And when they answer their phones they will tell me to email a letter. But they don’t respond to my many letters. Can you help me?

  31. Hi Julius, bring someone with you — someone who’s physically big, confident, articulate, self-assured and dressed well, and let him talk with them, and ask them to refund you the money. Another option is to go with this someone to the administrator of the mall or the building being rented by PPLIC and make a complaint. Show them the 15-day look-first period. I hope you’ll get back your money, or you can reduce it to a manageable savings plan.

  32. hello, i wish to cancel my policy with the Philippine Prudential I purchased last January 26, 2016. Marami ako nababasa na negative comments and complaints about the policy, and have wished they have cancelled it during the free look period of 15days.

    I went back to the branch where i purchased the policy. along with me, was the request letter for cancellation and the policy which I wanted to return to them bur they refused to accept the letter and the manager talked to me that they can cancel my policy but I can not receive a refund of my initial desposit amounting to 52,470…. I told her, that it is clearly stated in the provisions of the policy that if im not completely satisfied with the policy, i can return and get a refund of my premium paid in full amount. Pero nag-insist parin ang manager na kung icancel nya mag babase sila sa cash value which means wala daw kasi zero pa ang cash value ko within first two years. sinabi pa nya na if ung pinag-uusapan namin is after two years na maari nya daw ako matulungan kasi may cash value na ko na pwede marefund amoung to 7,000!!! sinagot ko xa, na kaya nga as early as now gusto ko na i discontinue ang policy kasi di na ako interesado sa benefits nito at di na ko na kaya mag bayad pa ng premium for two years na kapalit ng 7000. gusto i iavail ung privilege ng 15days free period kasi ayaw ko magsisi bandang huli… sinabi ko pa, sabi mo kung after two years itong pag-uusan natin siguro matulungan mo ako, so pano na man ang mangyari, after years bumalik ako tapos ang sasabihin mo naman is sana nung naisip ko na indi ko kaya icontinue ang premium sa 15 days free look period dapat pinacancel ko na… di xa nag imik. i don’t know kung na.offend ko xa or what instead nag offer xa na kesa daw ipacancel ko i downgrade ko nlng ung premium ko. since dissatisfied ako sa pag-uusap namin, tumawag ako sa main branch, ang reply is pabalikin ako sa branch kung saan ako kumuha ng policy… I worried now kasi baka maubos nlng ang 15 days na pagpapasapasahan nila ako at di na nila marefund ang premium ko. CRedit pa namn un, may fincance charge kapag di nakabayad ng buo… huhu! ano po ba maari kung gawin?

  33. Hi Hanna May, sad to say, but that’s what’s not good about many pre-need or insurance plans, initial payments are not refunded and are forfeited if you discontinue. With some plans, a small amount is returned if you cancel after 5 or more years (there’s some info about this in your policy). About cancellation, this only is possible if you cancel the same day or the next couple of days after you prove that you were tricked by them or there was deceit in the sale. Sorry, ask others too.

  34. hello po. I wish to withdraw my initial payment to Philippine prudential, it’s been 1 yr. I wrote a cancellation letter but they told me they don’t give out initial payments

  35. Hi Sherryl, first, I am not a lawyer, so I cannot give legal advice. I can only share ideas that you can expand on. Do you mean the money you’re withdrawing from this coop is in savings account? The coop should be able to give the money right away or the next day because it’s in savings, and not in any other kind of investment where you have to wait a week.
    If you are withdrawing coop shares, there are other rules about these. If you are talking about withdrawable money, first, you give them a demand letter, and warn them that if they do not give your your money, you will bring them to small claims court in Cavite. For claims less than 100k pesos, you don’t need a lawyer at a small claims court. You just pay the filing fee.
    I created a sample demand letter, but then I thought you might get results by going to your barangay and ask help. This is election campaign time, so they should be willing to help. You can also go to the main MSCCP office in Bacoor to complain:
    Tirona H-way cor Capt. Sarino St.,
    Dulong Bayan, Bacoor, Cavite
    Landmark: Near Globe Telecom
    Contact No. : +63 046 481 5551
    If you are many, you can also go to Isumbong Mo Kay Tulfo or to Mike Enriquez’s Imbestigador
    Hope you can resolve this problem.

  36. hi,I need a legal advise due to my savings in MSCCP Rosario has been manipulated by the branch manager and cashier.its been two months now since they promised me that they will fix it but I believe that theyre not making any actions.Im not only the victim of their staff.our account has been suspended.therefore I believe that non payment of claim,mismanagement of fund, and any other fraud act by the companys representative are possible to file against them.The msccp is a cooperative.I dont have enough money to file a case against them.I just want to withdraw our money.Please help.

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