Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was hit by a company vehicle Terraphase, their insurance CNA has been for over a week now been giving me a run around. They are at fault for the accident but are not willing to fix my vehicle but instead want me to have no car by totaling it and giving me ***** dollars. This is inaccurate how am I supposed to get to work?

  Business Response

  Date: 07/14/2025

  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

  Date:07/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was injured on my job on April 15th 2025. My injury was reported to my employer. My employer contracts with CNA Claim Plus to handle all ********* comp issues. The representative for my claim is **** **********. She has only reached out to me twice by phone to set up a phone appointment. She has scheduled 2 of these with me but never calls. I was off of work 4/16, 4/17, 4/18, 4/21, 4/22, and 4/23 of 2025. All I'm asking is to be paid my ********* comp for these days.

  Business Response

  Date: 07/07/2025

  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

  Date:04/14/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep disappointment and frustration with the handling of my claim, particularly with the interactions I've had with adjuster ******* ********* and her manager, ******* *****. The hostile interaction with ******* prompted me to reach out to her manager, *******, in hopes of resolving the issue. Unfortunately, ******* not only downplayed my complaint about Shardae's behavior but also displayed a similar attitude.Despite my request to remove ******* from my case due to the unprofessional tone and demeanor she exhibited, ******* refused, seemingly as an assertion of authority. ******* was copied on subsequent emails as a mediator and for record-keeping purposes. However, she has used this opportunity to further demonstrate her power and ******************** this point, I am questioning whether the behavior exhibited by ******* and ******* is reflective of the company's character or if they are outliers. I am requesting a thorough review of my claim and that it be escalated to unbiased individuals who can maintain a professional demeanor. I believe this is essential to ensure a fair and respectful handling of my case moving forward.I look forward to your prompt attention to this matter and hope that it will be handled with the professionalism and respect that I expect from your company.

  Business Response

  Date: 04/25/2025

  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 Answer

  Date: 04/28/2025

   
  Complaint: 23201835
  
  I am rejecting the current response from the business representative until I receive a direct response from the company, as the adjusters have seemingly entered a period of non-responsiveness. I will reconsider and evaluate the proposed solution once the situation is reconciled and I have received a formal response from the company.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 05/21/2025

  We are working with the complainant to address their concerns.

• Initial Complaint

  Date:03/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have subscribed to Continental Casualty Company for more than 25 years and have never missed a payment. Last month I missed the ***** period by 15 days and they cancelled me. I realized to my horror that my bills had been buried under other paperwork during a chaotic time in my life. I begged them for ***** to let me immediately be readmitted but they refused. Doesn't faithful payment for 25 years count for anything in my favor? I will pay immediately.

  Business Response

  Date: 04/25/2025

  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

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CNA Continental Casualty Company Insurance issued a benefit 'paid to the order of...' to a deceased person listed on the account instead of the person authorized as administrator and 'Power of Attorney' (The living relative). In phone calls with support, they explained to us that a direct-deposit payment was attempted, rejected by the bank, then resent to the deceased. They said this was a 'special circumstance' as no applicable valid estate was listed. When asked about whether they notify customers of this type of thing they said, 'the check is the notification.' They also said that within their portal there is 'no option' to list a backup account or request "notification in the case of" when there is an issue with payment. In short, they did not reach out to the authorized person listed on the account following a payment issue with the account. Not good business practice! For reference, to be authorized to administrate the account, personal information including contact information is required. So, they have clear access to the information they need to notify their customers. There's no sense notifying a deceased person, if checks are the only notification, when you have perfectly good contact info available as a reference. They're reasoning for declining and reissuing a check to the authorized account administrator is that it would invalidate paperwork they filed with the ***. I don't doubt that, but was making a check out to the deceased really the next best option on CNA's customer support decision tree? They had clear access and documentation stating her deceased status. Now my family has to figure out how to establish new estate documents and tax forms to cash a check that should've easily been deposited into the account of the authorized person listed. Essentially a phone call or email. This process will now cost us time and money negating the value and purpose of the benefit provided in addition to prolonging the grieving process and closure for my family.

  Business Response

  Date: 12/17/2024

  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

  Date:11/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My father went into hospice in November 2023 and we submitted a claim on his LCT insurance. They have repeatedly lost the documentation submitted to them by the ******* provider and as such claim he continued to owe premium payments. They repeatedly ignored their own deadlines for responding to my concerns and to a formal written appeal, and instead locked us out of his account. I want them to re-instate his account immediately, and to remove the inappropriate $298.94 premium charge that is not due.

  Business Response

  Date: 11/20/2024

  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.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22576846
  
  I am rejecting this response because:
  

  They have NOT contacted me as their response to you indicates.  They have NOT reactivated the account.  They have NOT responded to my voicemails.

  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 12/03/2024

  Ms. ****** has filed her compliant with the Department of Insurance. CNA will respond in writing to the Department of Insurance rather than via the BBB because the *** regulates insurance. Ms. ****** can also contact CNA directly and ask to speak with a supervisor if she has not already received her response. 

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against CNA Insurance/Continental Casualty Company regarding the mishandling of my insurance claim, excessive legal fees, unprofessional conduct by their appointed attorneys, and a lack of transparency regarding my policys Self-Insured Retention ***** obligations. --- Please read uploaded file, "BBB Complaint in Detail ********"

  Business Response

  Date: 10/24/2024

  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 Answer

  Date: 10/28/2024

   
  Complaint: 22462039
  
  I am rejecting this response because: I need a specific time frame to receive a contact from the business. Specifically I wish to receive a contact with investigation status by 10/31/2024. 
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 11/13/2024

  As noted previously, the company is unable to respond to the BBB due to privacy reasons; a response will be provided directly to the complainant.

• Initial Complaint

  Date:08/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been trying to get $2460 refund issued for a year. 2 checks for 1/2 of the refund each go to 2 addresses, 1 in ******* and 1 in *********7/17/23-refund check sent to Estate of my mother at the address of my father (policy holder). She died in 2005 and he died in Sept 2024 before taking action.10/16/23-Sent small estate affidavit with clear contact info. Recipients of money would be my brother and me.1/4/24-Called; ******* said W-9s needed. CNA sent note to my deceased father with request, so it was never received. W-9s were mailed that day. 2/9-Called and told that they did not have W-9s. I resent them.2/27-Spoke with *******. Told me a single check was sent to 1 recipient on 2/21. She would put a stop/reissue with appropriate split btwn 2 recipients. Original mailed on 2/21 never arrived.3/28-Spoke with ******. Was told 2 checks were mailed out on 3/1, but they were never received. She placed a stop/reissue. Neither set arrived.5/1-Spoke to Eriselly. Told checks were mailed on 4/2, but they never arrived. She put a stop/ reissue. They never arrived.6/18-Spoke to *****. Told checks went to my father's defunct address and were returned. Then told that they were mailed to the correct addresses on 5/6. Never arrived. She put a stop/reissue request. She was sympathetic, yet told me CNA had no way to ***** checks. 7/15-Spoke to ******. Told one check was mailed to 1 recipient but check to me wasn't issued, so she would escalate.7/16-Received call by ****** in Resolutions. Was informed check was sent to 1 recipient on 7/9 (but as of 8/12 it still has not arrived). She told me she would put my check on priority and I would get a call back within 24 hours. No follow-up contact was made, no checks arrived.7/30Left a message for ****** in Resolutions. Received no response. No checks received.

  Business Response

  Date: 08/27/2024

  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.

  Customer Answer

  Date: 08/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Both checks were issued on August 23 and delivered ***** just hours ago to one of the two designated addresses. We will arrange delivery of the second check to the correct address. While this still shows a lack of attention to details, this resolution is satisfactory to me.Thank you for your assistance.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:05/28/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Long Term Policy from CNA going back to 2015 that pays nursing home coverage if disabled I became 100% disabled in 2017 & filed a claim I had waiver of premium on my policy that waives premium if disabled which I am I filed claims in 2023 & exhausted my annual benefit. Will refile in Aug 2024 I spoke to case worker in Nov 23 to do an review of my health. No problem She asked why I had not filed any claims lately & I told her my annual benefit was used up for 23 & I would refile in 2024 She said that made sense Come May 2024 I got as bill for over $ 2000 for past premiums due I called the 800 ******** said it was because I had not filed in a year. They said I needed to file 52 weekly reports to correct this I am a stroke victim. I sent them a statement I was under care for the *********** said not good enough & are cancelling my policy end of May. I needed to send 52 of their forms to them I asked for accomidation but they said no. I notified them verbally & in writing I am still under care.,I want my policy reinstated with -0- premium per the waiver of policy provision

  Business Response

  Date: 07/10/2024

  We will be responding directly to the consumer. We are unable to disclose details to the BBB 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.

• Initial Complaint

  Date:05/01/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CNA LONG-TERM CARE INSURANCE Long-Term Insurance that has been paid into for over 20 yrs is not paying submitted claims. They have received all paperwork as requested since 3/5/24. They will not let me speak to any supervisor and all employees that I speak to DO NOT understand what they are talking about. I have read several other complaints and they sound exactly like mine. My 88 year old mother trusted this company and now it all sounds like FRAUD.

  Business Response

  Date: 05/01/2024

  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.