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Complaint Details
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Initial Complaint
03/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I talked to a phone rep in Jan. 2024. They transferred me numerous times. No one would take responsibility. Refer to my handwritten letter dated 1-17-24. ***** and shows successfully and they say never received - see letter from them dated 7-19-23 - states termination. Date 7-20-23 - this confirms my telephone conversation when I cancelled. We paid both ****** and Better s remainder(?)Refer to my letter dated 1-17-24.All I ask was that they refund the pro-rated premium for 71 days @ $2.43 per day or $172.53 as agreed to on the phone and per letter from the company.
Business response
03/14/2024
CNA received the BBB case referral. Due to privacy laws relating to protected health information and insurance matters being regulated by the Department of Insurance in the state where the policy was issued, we are unable to disclose details to the BBB. However, be assured that CNA will respond directly to the complainant.Initial Complaint
01/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
CNA Insurance is trying to scam me out of money for a repair they should be covering. I have a legitimate claim and they are tying to hide behind a clause in their contract that states I must have "prior" approval for a repair. The issue is that I took it to the closest repair shop because my car was leaking oil and it was actively flowing out of my car. I took it to a reputable shop that was close by my house. In the midst of trying to figure out how my active family was going o get by with one car and how I was going to get to work for the next week, I forgot to call and ask permission for them to fix my car under the warranty I purchased for peace of mind. I have credit card statement of the cost as well as documentation from the repair shop on the cost. This is just a large company trying to take advantage of their customer and I'm not having it. Looking for the BBB to give the little guy a voice here!Business response
01/17/2024
Due to privacy reasons, we cannot disclose details relating to this matter. However, we will respond directly to the complainant in a timely manner.Initial Complaint
01/08/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I have a workers compensation insurance policy through American casualty company of reading Pennsylvania. Policy WC429011185. The issue is Ive been trying to cancel this since Aug 2023. I can not reach anyone. Ive called and the numbers listed are not the company. I wrote and mailed a letter to cancel the policy and I havent received a response, nor has it been cancelled. I dont authorize them to renew the policy or withdraw funds to renew it but, I am concerned they will renew it because I cant reach anyone. My current work comp company needs me to cancel that policy because in ** it is against the law to have duplicate coverage. My goal is to cancel the coverage and get confirmation its canceled.Business response
01/08/2024
Due to privacy reasons, we cannot disclose details relating to this matter. However, we will respond directly to the complainant in a timely manner.Customer response
01/10/2024
Complaint: 21105160
I am rejecting this response because:I have yet to be reached out to. No email or phone call/voice message.
*************************************************Business response
01/11/2024
The Company will be responding directly to the complainant regarding the concern.Customer response
01/11/2024
Complaint: 21105160
I am rejecting this response because:I have yet to hear from anyone via email or phone or mail. All I want is proof the policy is cancelled, I've been trying to get this cancelled since Sept 2023. The phone numbers listed for American Casualty Insurance company -work comp go to another business. It is incredibly shady business practice. Please email me at ******************************* with a confirmation this policy has been cancelled. This should not be taking months to get done.
*************************************************Business response
01/22/2024
Due to privacy reasons, we cannot disclose details relating to this matter. However, we will respond directly to the complainant in a timely manner.Initial Complaint
01/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Mother paid premiums into LTC for over 20 years. They send letters to confirm and it shows in the portal they owe $135,000 in back payments. They admit they owe the money but will not pay it. Contacted them 11 times in 6 weeks amounting to approximately 8hrs of time on the phone. I have been told it's a priority case but the person in charge of it is never available and never calls back. They won't allow me to talk to anybody else except said person because it's a priority case but nothing is happening. In the meantime my mom may be released from the facility due to m Non-payment.Business response
01/08/2024
CNA received the BBB case referral. Due to privacy laws relating to protected health information and insurance matters being regulated by the Department of Insurance in the state where the policy was issued, we are unable to disclose details to the BBB. However, be assured that CNA will respond directly to the complainant.Initial Complaint
12/28/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
My mom is a client of CNA long-term health care.************************** She has dementia so as POA I am working to get her reimbursed for her stay as a resident of Millcorft Independent Living in Assisted Living.I have made numerous phone calls, each time I speak to a different person. Although there is a case worker, when I ask, I have never been able to speak to her.Faxes have been sent, at least 5 times and I am told they aren't receiving faxes.I sent a FAX that had information for Sept, October and November.October was paid, September and November have not been paid. I am told FAX was never received.I am working extremely hard every month to get the money back that my mom has paid into for years.People are working from home.Who is accountable for incoming information via US Mail and FAXs?I hear dogs barking, and babies crying in my ear. I don't have any confidence in this company.There doesn't seem to be any accountability. No professionalism.This is a company whose clients are sick, elderly or both, they do not make this easy.Business response
01/02/2024
CNA received the BBB case referral. Due to privacy laws relating to protected health information and insurance matters being regulated by the Department of Insurance in the state where the policy was issued, we are unable to disclose details to the BBB. However, be assured that CNA will respond directly to the complainant.Initial Complaint
11/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My mother has lifetime coverage from CNA, but they are not paying. For the past 17 months we have been paying out of pocket for at home 24/7 care. My mother has been approved for care because of need. We did two consultations, via zoom, endless phone calls, an appeal at a very high cost. Every time I speak with someone from CNA (always a different person) I get different responses to the same questions asked. The first denial was in July 2022, because the caregivers were not "licensed"., they are certified. I did my due diligence in finding a licensed agency. These caregivers were recommended by the hospital so that my mom could be released to go home. Fast forward a year, made a new claim, was told that CNA contacted five licensed agencies, they were not able to identify two that could help. My father, in good faith bought into these policies, religiously paid the premiums, on time. Navigating the process is harrowing, confusing, filled with unanswered, or conflicting statements. I can't help but think CNA ************** predicates making money on the death of their clients, giving up, running out of money. It's a very troubling, moral, ethical business practice.Business response
11/28/2023
CNA received the BBB case referral. Due to privacy laws relating to protected health information and insurance matters being regulated by the Department of Insurance in the state where the policy was issued, we are unable to disclose details to the BBB. However, be assured that CNA will respond directly to the complainant.Customer response
12/01/2023
Complaint: 20921592
I am rejecting this response because :based on past and present experiences with this company, I very much doubt that they will contact me.
Sincerely,
**********************************Business response
12/20/2023
CNA is in receipt of this communication and is working diligently to prepare a response.Business response
12/21/2023
A response was sent directly to the insured on 12/20/23, and as we advised the BBB on 11/28/23 we cannot share data with the BBB that contains Protected Health Information. Please close your case. Thank you.Customer response
12/21/2023
Complaint: 20921592
I am rejecting this response because CNA never reached out to me. Family solutions did, $10,000.00/year. Nope, already payed $319,000.00 for **************** aids to take care of my mom 24/7 and never was reimbursed from CNA. My mother passed December 5,2023.
Sincerely,
**********************************Business response
12/28/2023
As noted previously,CNA will not respond directly to the BBB due to privacy reasons. A letter dated December 20, 2023 was mailed to the consumer.Customer response
12/29/2023
Complaint: 20921592
I am rejecting this response because: CNA has not paid any amount for the 24/7 care for the past 17 months. Recently I have received numerous letter indicating that I can now submit hours for the recently approved caregivers. My mom passed on December 5, 2023, there have been no accrued hours as they are no longer needed. Again, I reject CNA 's response. This business is unethical in practice, in direct conflict of it's "mission". CNA is reprehensible , unethical in practice, morally irresponsible, predators on people who look to provide a secure long term care policy for their future.
Sincerely,
**********************************Business response
01/02/2024
CNA received the BBB case referral. Due to privacy laws relating to protected health information and insurance matters being regulated by the Department of Insurance in the state where the policy was issued, we are unable to disclose details to the BBB. However, be assured that CNA will respond directly to the complainant.Initial Complaint
10/13/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
My mother, **********************, is an 88-year-old *** long-term care policyholder who has paid over $80,000 in premiums. Even though she meets the policy requirements, she has not received any benefits.In June 2023, my mother had a remote evaluation to determine her eligibility. The interviewer was insensitive, disdainful, and abrupt. For example, when my mother said she needed to use the bathroom, the interviewer berated her and discouraged her from taking a break. She asked t my brother to video my mother on the toilet and send it to her so she could evaluate my mother's ability to perform the Activity of Daily Living, "toileting." This was shocking and abhorrent, to say the least.Later, I called *** to complain, but never secured a resolution. The CSRs were unhelpful and dismissive. I spent over 2 hours on the phone, much of that time on hold.In the end, my mother was rescheduled with a more compassionate nurse. She was treated well and given a 6 month provisional approval. However, this means that she will have to undergo the evaluation process again in January 2024.***'s technical systems are flawed. I spent several weeks trying to submit care invoices through the *** portal, but the documents remained as "Pending." After calling *** multiple times, I was told *not* to use the portal; instead I should email the invoices. But, without notice, *** changed their email address!As of now, *** has still yet to process only a few invoices dating from July and it is October.. They are incompetent.I am requesting the following resolution:An apology for mistreatment during my mothers evaluation The rapid and accurate processing of ALL invoices submitted An accurate and up-to-date count of the days left in the elimination period An exemption from the re-evaluation of my mother in early January I am concerned that *** has an A+ with the BBB, despite the numerous 1-star reviews on your website. I would appreciate an explanation for why *** has such a high rating with the BBB.Business response
10/16/2023
CNA received the BBB case referral. Due to privacy laws relating to protected health information and insurance matters being regulated by the Department of Insurance in the state where the policy was issued, we are unable to disclose details to the BBB. However, be assured that CNA will respond directly to the complainant.Customer response
10/16/2023
Complaint: 20733530
I am rejecting this response because: 1) The business has not reached out to me, yet. 2) I have spoken to the company on the phone dozens of times and we have ended ** in this place where my mother is not receiving reasonable service as a client of this company.
Sincerely,
*****************************Business response
10/18/2023
CNA received the BBB case referral. Due to privacy laws relating to protected health information and insurance matters being regulated by the Department of Insurance in the state where the policy was issued, we are unable to disclose details to the BBB. However, be assured that CNA will respond directly to the complainant.Customer response
10/20/2023
Complaint: 20733530
I am rejecting this response because: I have not heard from the company and it has been a week. No offer to resolve anything has been made.
Sincerely,
*****************************Business response
10/23/2023
CNA received the BBB case referral. Due to privacy laws relating to protected health information and insurance matters being regulated by the Department of Insurance in the state where the policy was issued, we are unable to disclose details to the BBB. However, be assured that CNA will respond directly to the complainant.Customer response
10/24/2023
Complaint: 20733530
I am rejecting this response because: I have still not heard one word from CNA addressing this issue. It is as if I never lodged a complaint. The issue remans unresolved.
Sincerely,
*****************************Business response
10/27/2023
CNA received the BBB case referral. Due to privacy laws relating to protected health information and insurance matters being regulated by the Department of Insurance in the state where the policy was issued, we are unable to disclose details to the BBB. However, be assured that CNA will respond directly to the complainant.Customer response
10/30/2023
Complaint: 20733530
I am rejecting this response because: the response CNA is sending is clearly a generic response designed to look like they are rapid responders. They have not reached out to me and seem to have no interest in resolving the issue in the best interests of their client, my mother. I suppose I will need to contact the Attorney General for the State of ********.
Sincerely,
*****************************Business response
10/31/2023
CNA received the BBB case referral. Due to privacy laws relating to protected health information and insurance matters being regulated by the Department of Insurance in the state where the policy was issued, we are unable to disclose details to the BBB. However, be assured that CNA will respond directly to the complainant.Business response
10/31/2023
CNA received the BBB case referral. Due to privacy laws relating to protected health information and insurance matters being regulated by the Department of Insurance in the state where the policy was issued, we are unable to disclose details to the BBB. However, be assured that CNA will respond directly to the complainant.Initial Complaint
08/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was solicited an extended warranty and/or service contract for furniture by Guardian Product Protection. The warranty was a 5-year warranty on 3 items of furniture that covered rips, stains, structural damage, and other damages. I filed a claim with Guardian in July due to stains and structural damage. I was required to send in several photos and my itemized receipt.I filed a claim due to the stains on two separate furniture items and a claim for structural damage on the third item. The representative I spoke with would not accept the date I provided for the claim and kept pressuring me into giving her a date earlier in the year. I have been struggling with mental health illness the last 3 years and have no concept of time due to it. I tossed a date due to being pressured by the agent.Ultimately, GPP denied my claims stating that stains from pet bodily fluids is not covered (even though it clearly states they are in the contract) and then denied my claim for structural damage saying I waited too long. I literally just noticed it and the agent wouldn't accept July as the date of damage.According to my contract, GPP is only the administrator of the plan and CNA or Continental Casualty Company is the obligor of the plan. My contract states if I am not refunded or my furniture repaired or replaced within 60 days of filing a claim, to file a claim with Continental at ************. I tried that number and nobody knew how to help me.Then I was given a warranty complaint line ************ which is disconnected and a warranty on furniture of ************. They had no idea what I was talking about and said they could not help either.I want my warranty honored. This is fraud, misleading, and false advertising which violates the Consumer Protection Act.Business response
08/18/2023
Due to privacy reasons, we cannot disclose details relating to this matter. However, we will respond directly to the complainant in a timely manner.Customer response
08/22/2023
Complaint: 20483937
I am rejecting this response because:Neither CNA Insurance nor Continental Insurance has contacted me. I feel as if I am getting the runaround as they do not want to honor the warranty that I paid for. A contract = offer + acceptance. Their administrator offered a contract, I accepted it by way of payment, and now they will not uphold any of the terms of the warranty. This is fraud and violates Consumer Protection Laws.
Sincerely,
*************************Business response
08/23/2023
Due to privacy reasons, we cannot disclose details relating to this matter. However, we will respond directly to the complainant in a timely manner.Customer response
08/29/2023
Complaint: 20483937
I am rejecting this response because:Nobody has contacted me from CNA Insurance or Continental Insurance to address this matter. It has been over a week.
Sincerely,
*************************Business response
08/30/2023
Due to privacy reasons, we cannot disclose details relating to this matter. However, we will respond directly to the complainant in a timely manner.Customer response
08/31/2023
Complaint: 20483937
I am rejecting this response because:This is a scam. I purchased an extended warranty and CNA Insurance/Continental Insurance is the obligor of the policy. I have not received one phone call or email from them regarding my concerns. They are backing fraudulent warranties and are violating the Consumer Protection Act. I have called these people multiple times and they have yet to respond, tell me they don't know what I am talking about, and nobody has attempted to contact me.
Sincerely,
*************************Business response
08/31/2023
Due to privacy reasons, we cannot disclose details relating to this matter. However, we will respond directly to the complainant in a timely manner.Initial Complaint
07/17/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
In April I filed a claim for a back injury. *****************************, the claims adjuster assigned to my case will not communicate with me. I have emailed and left voice messages. I had to contact the corporate office last month and complain and finally the adjuster called me. She briefly asked about my case. Asked all the questions that were already sent to her in my claim and I received a letter a week later denying my claim. The letter was written the same day as our encounter so I dont feel she bothered to investigate my claim. I contacted my doctors and there hasnt been any requests for my medical records. *** emailed her several times since then as well as the branch manager and still no response. I feel that my claim hasnt been thoroughly investigated. I have a back injury with medical records from the ** as well as a neurologist to prove it. I want to appeal the case but Im unable to do so without being able to talk to the adjuster. The injury occurred in December but my supervisor never filed the claim and I was unaware until I was fired in March. I then filed my own claim and since have been dealing with no results. Im currently in the process of working with TDI and getting help and will more than likely going to get an attorney. I have a back injury that I got from work and my claim needs to be addressed. Stall tactics is all Ive had from them. Time is limited and the more stalling I get the less time I have to appeal my case.Business response
07/17/2023
Due to privacy reasons, we cannot disclose details relating to this matter. However, we will respond directly to the complainant in a timely manner.Customer response
07/25/2023
Complaint: 20319933
I am rejecting this response because:
The included email is all I have received. I was uncertain if this was in regards to my complaint or the adjuster finally decided to contact me. This email was dated July 14. All the info she is waiting on shouldve been acquired 3 months ago. I had to personally email all my medical records to her myself. Those too shouldve already been retrieved. I contacted my doctors and no requests have been made. Still no other contact after sending the records. No Im not satisfied with the lack of communication.
Thank you,
*************************
******,
I appreciate you reaching out to me with your concerns. Unfortunately, at this time we are still unable to accept this incident which is why the denial was issued. I am still working with Catco to verify if *********************** still retains the text messages from December to review whether any of them can be used to verify that this incident was reported timely.
Please feel free to forward me any medical records which you do have, as we have still not received anything.
Sincerely,
*************************Business response
07/25/2023
Due to privacy reasons, we cannot disclose details relating to this matter. However, we will respond directly to the complainant in a timely manner.Customer response
07/26/2023
Complaint: 20319933
I am rejecting this response because:
Sincerely,
*************************Initial Complaint
07/10/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
In the middle of April of this year my wife and I paid our annual premiums for long-term care with CNA. The premium was very expensive. My wife died on May 9. I contacted them, sending them a letter, a death certificate and a request that they return the premium paid for this year, at least the portion of it that would be unused which would be almost all of it. I received a check in the mail made out to the estate of my wife which I could not cash. If I had cashed that check I would have to go through probate. My wife and I have been careful to do our affairs in such a way so that we do not have to go through probate. So I wrote them a second letter dated May 30, 2023 along with a second death certificate, filled out a W9 form at their request and returned their check requesting that they give me a new check made out so that it wouldnt have to go through probate. It has now been over two months since my wife passed away and I still have not received that check. When I contacted them they told me it might be close to another month and they wouldnt even give me a guarantee on that.Business response
07/11/2023
CNA received the BBB case referral. Due to privacy laws relating to protected health information and insurance matters being regulated by the Department of Insurance in the state where the policy was issued, we are unable to disclose details to the BBB. However, be assured that CNA will respond directly to the complainant.Customer response
07/11/2023
Complaint: 20299880
I am rejecting this response because: they are doing nothing and hiding behind privacy rules. Why can they not simply do their job and get it done? I hope others have a chance to see this communication and know that this is a company they need to avoid.
Sincerely,
***************************Business response
07/24/2023
CNA received the BBB case referral. Due to privacy laws relating to protected health information and insurance matters being regulated by the Department of Insurance in the state where the policy was issued, we are unable to disclose details to the BBB. However, be assured that CNA will respond directly to the complainant.Customer response
07/24/2023
Complaint: 20299880
I am rejecting this response because: they have not made contact with me and seem to be doing absolutely nothing to resolve this issue. I do not believe that refusing a refund is a breach of HIPAA laws.
Sincerely,
***************************
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Get a QuoteCustomer Complaints Summary
44 total complaints in the last 3 years.
16 complaints closed in the last 12 months.