Complaints

This profile includes complaints for Combined Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Combined Insurance Company has 36 locations, listed below.

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  Combined Insurance Company

  Chicago, IL 60631

  
• 

  Combined Work Site Solutions

  5311 South State Road 39 La Porte, IN 46350

• 

  Combined Worksite Solutions

  12435 Mastin St Overland Park, KS 66213-1822

• 

  Combined Insurance Company Of America

  7951 E Maplewood Av #100 Englewood, CO 80111

• 

  Combined Insurance Agencies

  720 Saint Joseph Dr Saint Joseph, MI 49085-2429

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:07/08/2025

  Type:Product 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.

  Signed up for an accident and hospital policy. Told the price would never change until I got the policy, which says they can increase it due to your health. Cancelled policy on 7. 3 25 and was assured no more premiums would be taken from my bank. They did on 7/7/25. Called them, and they said they mailed a letter and check on 7/7/25 for a refund. They were not authorized to take payment, and after over an hour on the phone, they escaped my request to refund back to the account. An escalated request for a rest to portal to report claims or claim docs to be sent via email has been 6 weeks waiting for my daughter. This company denies claims they say they will pay and appears to be all about the dollar for them and commission for reps.
  

  

  Business Response

  Date: 07/09/2025

  We are unable to identify the insured. We looked up the name of the person who wrote the statement to your office, but we were unable to locate her name in our database. So that we may provide a response to your office, please ask her to provide your office with the policy number, claim number and full name of the insured (or multiple insureds if more than one person).

  Thank you. 

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23572873
  
  I am rejecting this response because: the insurer did not make a good faith attempt to locate policy as of yet so am providing policy information so the can review the calls and recordings.  
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 07/16/2025

  Our company's response to the rejection is attached.

• Initial Complaint

  Date:06/28/2025

  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.

  I don't know what happened to this company, but now when I call, I speak to someone that I know is in another country. On 2 occasions there were roosters crowing in the background, one person sounded like they were on drugs or just woke up and another time someone was outside in the wind. I don't know who reviews your claims anymore, but I had major rotator surgery and was told I could not get my full pay of missing work and PT because I had arthritis. I made a mistake of saying it was a sickness on the form, but I thought that those reviewing the paperwork would know it definitely was not because I was moving boxes and ripped my bicep in half and ripped other parts of my shoulder in three places. I have called numerous times and even resent paperwork with the surgeon's information. I went to my primary care doctor first was told to go to PT then I was referred to the surgeon. I have two policies with you and have been a customer for over 10 years, and I have never been so frustrated and angry with who handles your claims and phone calls at this time. I am ready to cancel and never want to deal with you again because it is virtually impossible to speak with someone who speaks English or to have someone talk to me that understands my claim. I cannot believe the shift that this company has taken where those on the other side of the line are so ignorant and don't understand what is being said. Is rotator cuff surgery arthritis? No of course, it's not but they say that it is and I can't get through to anyone. Again, I have two policies with you and will be contacting someone to cancel very soon.  

  

  Business Response

  Date: 07/11/2025

  Our company's response to your office is attached.

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair 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 bought Combined accident insurance before a big ski event I was registered in and the policy was valid at the time of my race (March 07 2025). I unfortunately broke my tibial Plateau in several places. I have several X-Rays/ Cat scan/ MRI that clearly show the broken bones. This company has promised resolutions multiple times and I get ghosted at every deadline. Please help.

• Initial Complaint

  Date:06/20/2025

  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.

  Combined insurance covers my accident /sickness/life insurance policies. While they are diligent about removing the deductibles from my account monthly, they are lack luster about paying out claims under covered sicknesses. Over the past few years they have become very slow with review of the claims. It can take over a month for it to even be reviewed. The portal that you use for submission is glitchy at best. Calling to talk to representative is not helpful either. I am wondering how they managed to maintain a positive BBB rating as I see many complaints involving their services. I had 2 outpatient procedures during the month of April and it is now mid June. **** have promised call backs from adjusters and I have received none. They have changed dates of receipt of the claims in their portal as well. They want to collect money from customers and never pay out on the coverage they advertise. I need answers from this company or they can say goodbye to collecting from my account any further.  

  

  Business Response

  Date: 07/01/2025

  Our company's response to your office is attached. In addition to the attached letter, a separate response letter is being mailed to our insured in order to discuss what we have stated in our attached letter to your office.   

• Initial Complaint

  Date:06/12/2025

  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.

  My deceased family member has/had a life insurance policy with Combined that she paid monthly prior to her death. A claim was completed to pay for the funeral and the company hasn't provided any info to the funeral home or the family. They continue to say they need to verify the beneficiary but haven't called anyone. My cousin has been deceased two weeks today and they continue to say the same thing and not provide needed info to continue with the burial service. The funeral home has shared that they've had multiple problems with this company in the past. We the family just want to bury our loved one and ensure the policy she paid for faithfully completes the final service she paid for.

  

  Business Response

  Date: 06/27/2025

  June 27,2025
  
  Better Business Bureau
  **************************************************************************************
  
  RE:          YOUR ID #********
  
  Dear BBB Customer Relations Representative:
  
  Thank you for your correspondence as it relates to your ID Number referenced above. We have reviewed the inquiry to your office.
  
  We note that the inquirer indicates she is a family member of the deceased and is following up on the claim that was filed with our Company.  The inquirer mentioned that the company has not provided any information to the funeral home or the family. However, there was no mention of the name of the person involved. Since there are no details in the Customers Statement of the Problem complaint which would assist us with researching this matter, we are unable to be of assistance at this time.
  
  Please ask the inquirer to provide information pertaining to the referenced deceased family member/policyholder-such as the name and address, policy or claim number.  As soon as we receive information about the policyholder, we will be happy to search our records and respond accordingly.
  
  Thank you for contacting us.
  
  Sincerely,
  
  
  
  Combined Insurance Company of America
  Consumer Service Investigations
  Task ID #******

  Customer Answer

  Date: 06/28/2025

   
  Complaint: 23459396
  
  I am rejecting this response because:

  I was told not to provide any identifying details. This issue is still being dragged out and my cousin has been deceased for a month now. 

  We had the separate family members complete and sign paperwork but never received a response. Now an individual who never had any interest in the policyholder is attempting to obtain the funds.  

  I don't understand how this company allowed a policy to be paid monthly but now states no beneficiary ever existed. There's so many inconsistencies with this company. 

  The policyholder is ****** ******. 

  
  Sincerely,
  
  ****** *****-****

  

  Business Response

  Date: 07/07/2025

  Please review the attached regarding the rebuttal/rejection for Case # ********. Thank you.

• Initial Complaint

  Date:05/29/2025

  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.

  Combine Insurance is the absolute worst to file a claim with. They never return your call, Ive called 18 times on the status of my payment. I was off for 8 weeks. Ive been back to work for over 4 months. Now after the 18th phone call they tell me I need to file a different paperwork. After 4 months!!!!! They want you to give up so they dont have to pay! Ive NEVER been late on my payment. EXTREMELY FRUSTRATED with this company run and find a different one. In fact Im currently looking for one myself.

  

  Business Response

  Date: 06/12/2025

  June 12,2025
  
  Better Business Bureau
  **************************************************************************************
  
  RE:          YOUR ID # ********
  
  Dear BBB Customer Relations Representative:
  
  Thank you for your letter dated May 30, ********************** Number referenced above.
  
  Please be advised that the customers inquiry was forwarded to our ***************** for review, and they have contacted the customer directly.  On June 10, 2025, the Adjuster reached out to the customer by phone- left a detailed voicemail message regarding the status of the claim as well as advised to submit the information needed for consideration of additional benefits.  The Adjuster also invited the customer to call back for any questions.  A follow up letter was mailed to the customer today in response to the inquiry to your office, advising the same.  
  
  Due to privacy and as the release of policy information specifically regarding claims is strictly prohibited, we are unable to provide additional feedback to your office.
  
  Thank you for contacting us.
  
  Sincerely,
  
  
  
  Combined Insurance Company of America
  Consumer Service Investigations
  Task ID #******

• Initial Complaint

  Date:05/29/2025

  Type:Product 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 employer recently changed supplemental insurance companies and those who decided to stay with Combined were no longer able to have their premiums deducted from their payroll. I chose to stay with Combined and communicated with Combined directly to set up deductions from my bank account. On 04/10/25 I emailed our contact at Combined and asked why my authorization form that I completed back in 02/24/25 had a draft date of the 15th of each month in the amount of $74.20 (critical care $22.34 + disability $3.14 + accident $48.72 were the figures given to me); however, Ive had different payment amounts come out on different days. Here is what has hit my account as of 04/10/25:03/27 - $52.78 03/28 - $27.34 04/01 $27.34 04/02 $3.14 On 04/11 I received a response email explaining that the amount previously given to me were incorrect, what the 03/27 & 03/28 debits were for and that I would be refunded the 04/01 & 04/02 charges. I watched my account for a few more days and notified them on 04/16 that no refunds had been credited back to my account. I was then told that the refund would come via check and not be credited back to my account. On 05/07 I reached back out as no check had been received. Combined responded that they processed my refunds and asked for a bank statement copy to prove that the I hadn't received them. I provided this to them on 05/08 and expressed my frustration. On 05/09 i received a confirmation email on my bank statement and was told the following "I will work with our premium accounting department about this and give you an update once they respond." As of today, 05/29 I still have not received any type of update from Combined nor have I received my refund in overcharged premiums (check or ACH into my checking account). They've also continued to debit my account for my premiums in full.

  

  Business Response

  Date: 06/10/2025

  Hello. Our response for Complaint ID ******** is attached.

• Initial Complaint

  Date:05/23/2025

  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 diagnosed with cancer 12/3/2025 I filed a claim one for cancer lump sum and one for when I was off for treatment. They denied both of them saying its pre-existing no it wasn't they just want to go off of a biopsy date 11/5/2024 which clearly isn't a diagnosis date. And they did that because my policy kicked in 12 /1/2024. I requested my policy paperwork since November 2024 they never sent it until April same time I got denied. So I file an appeal 45 days later they call me to tell me it's still denied due to it being preexisting so I said why would the one that covers my paycheck be denied the lady said because it's preexisting to because it's related to my cancer. So she reads the clause in my policy and to me as many times as I requested my policy paper work and they kept saying it was emailed to me which it never was emailed to me I got it same time I got my denial letter so to me it seems like they legitimately wrote that clause in there so they didn't have to pay me because first off a biopsy isn't a diagnosis. Its to get a diagnosis. in their clause they put preexisting means a condition for which a covered person received medical advice or treatment within 12 months proceeding this certificate but what's even more odd is that it is the only typing that's not aligned up like the rest of the paperwork is which shows that it was typed in at a later date then when the policy was printed and that's why I received my policy paperwork same time I received my denial. I was paying ***** every 2 weeks from December till now. I didn't know anything was wrong with me till 12/3/2025 when they diagnosed me yes I knew they took a biopsy but wasn't diagnosed till 12/3/2025. The way y'all worded it is to s**** people over just like you did me and take their money. 

  

  Business Response

  Date: 06/09/2025

  June 9, 2025
  
  Better Business Bureau
  **************************************************************************************
  
  RE:          YOUR ID #********
  
  Dear BBB Customer Relations Representative:
  
  Thank you for your letter dated 5/24/2025 (Saturday) which we received on May 27, 2025 (May 26th was a Holiday)  regarding your ID Number referenced above.
  
  We would like to note that our ***************** has reviewed the customers inquiry to your office and contacted the customer directly.  On June 3, 2025, the Adjuster reached out to the customer by mail and advised of the determination based on the further review of the information submitted to us and the language of the policy. Rest assured that this inquiry has been addressed.
  
  Due to privacy and as the release of policy information is strictly prohibited, we are unable to provide additional feedback to your office.
  
  Thank you for contacting us.
  
  Sincerely,
  
  
  
  Combined Insurance Company of America
  Consumer Service Investigations
  Task ID #******

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23368533
  
  I am rejecting this response because: i believe yall denied me then wrote in the preexisting condition then finally sent me my policy 6 months later! I requested and requested my policy paper work and I have messages where I was told it was still being typed up back in December then yall deny me in March then send me my policy where its clearly typed up different then the rest of the policy do I need to get an attorney? Because any other insurance company sends you your policy couple weeks after signing up not after you get denied!
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 06/26/2025

  June 26,2025
  
  Better Business Bureau
  **************************************************************************************
  
  RE:          YOUR ID #********
  
  Dear BBB Customer Relations Representative:
  
  Thank you for your follow up letter regarding the customers additional message as it relates to your ID Number referenced above.
  
  We wish to state that privacy concerns prevent us from sharing specific claim-related information in our response to your office.  As such, we will not mention the insureds name in this letter to your office.
  
  In response to the Insureds concerns about the policies, our record shows the fulfillment package for each policy was prepared and mailed electronically to the Insured's email address on file.  For customers that opted in for eFulfillment (electronic fulfillment), once a policy is approved/released by Underwriting,it triggers an email that is sent to the customer advising that their policy is available to view on our Combined ************ portal.  Please note:The Insured is a registered user on ******************* self-service portal and policy documents are readily available for viewing online in the meantime.
  
  As it relates to the claim and as explained in our ***************** 6/3/2025 prior response to the Insured- medical advice or treatment was received on 11/5/2024 which is within the 12-month preceding the 12/1/2024 issue date.  And based on this, the Insureds loss was categorized as pre-existing and the claim was denied under both policies Pre-existing Condition clause.    
  
  Due to privacy and as the release of policy information is strictly prohibited, we are unable to provide additional feedback to your office.
  
  Thank you for contacting us.
  
  Sincerely,
  
  
  
  Combined Insurance Company of America
  Consumer Service Investigations
  Task ID #******/******
  

• Initial Complaint

  Date:05/15/2025

  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.

  Over the past twelve months, Combined Insurance has been trying to collect duplicate payment from me. I have made multiple attempts to clarify my payment history and confirm that my account was up to date. Despite providing documentation showing all payments were made on time, I have continued to receive repeated demands for duplicate payments. Most concerning, I was even threatened with policy cancellation unless I submitted an additional payment that was not owed. This ongoing issue has been frustrating, time-consuming, and has eroded my trust in the companys billing practices.

  

  Business Response

  Date: 05/28/2025

  Our company's response to your office is attached. However, as noted in our attached letter to your office, please let our insured know that our ********************* Team is currently reviewing her entire payment history since May 2024, and that they will be providing a very detailed response to all of the concerns she raised. Thank you.

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23331875
  
  I am rejecting this response because:

  I did receive your letter dated May 5, 2025, which prompted me to send another letter on May 22, 2025. In the May 5 correspondence, you acknowledged errors in your prior communications and billing history. However, you did not issue any refunds for the overpayments that resulted from those acknowledged errors.
  To clarify the sequence of events:
  In your letter dated April 18, 2024, and your follow-up email on July 9, 2024, you claimed my March payment was returned unpaid. However, in your May 5, 2025 letter, you corrected this and acknowledged the actual missed payment was for April 30, 2024. On April 27, 2024, I made a payment intended for the April 30 due date, which was incorrectly applied to my March 30 bill, a bill I had already paid.
  I was billed twice in May 2024. On May 1, an unauthorized draft was withdrawn from my account, which you later applied to the April 30 bill, already paid on April 27. I contacted Combined, and your representative assured me this payment would apply to my May 30 due date, and that my next billing would occur in June. Despite this, another draft occurred on May 15, 2024, which was applied to the May 30 due date, a payment that had already been made through the unauthorized May 1 draft.
  Although I requested a refund for these duplicate and unauthorized payments, my request was denied multiple times. A partial refund was finally issued on July 9, 2024. However, you then backdated my policy to June 30, using this refund as justification even though it pertained to the unauthorized and duplicated May 1 draft. This action was inappropriate and misleading.
  In July 2024, two payments were drafted on July 17 and July 28. You claimed the July 17 payment covered the June 30 due date (due to the July 9 refund), and the July 28 payment covered the July 30 due date. I disagree with this explanation, as the refund should not have impacted the standing of my current policy.
  On November 13, 2024, I was notified of a reversal for the October 30, 2024 payment. However, my bank confirmed that the payment was successfully processed, and it also appeared as processed in your service portal. Still, I was informed on December 12, 2024, that the November payment had not been drafted due to the October reversal. To correct this, I made a duplicate payment of $110.02 to cover both October and November dues.
  On January 20, 2025, I was notified of another payment reversal this time for the December 30, 2024 due date. Again, my bank confirmed successful processing, and your portal reflected the payment as completed. I subsequently made another $110.02 payment on February 4, 2025, to cover both the December and January payments.
  On March 10, 2025, I received another reversal notice this time for the February 28 due date. As with prior incidents, my bank confirmed the payment was processed and your portal showed it as completed. I made a duplicate payment on March 25, 2025, to address this.
  Despite providing bank statements and screenshots from your own service portal confirming these payments, I was repeatedly asked to resubmit documentation.None of the payments were ever reversed or refunded to my account. ******* has consistently confirmed that all payments were successfully processed and never returned.
  On April 16, 2025, I contacted your office to confirm receipt of my bank statements. During this call, I was again asked to resubmit documentation,which I declined. I spoke with a supervisor named ******, who acknowledged that the billing discrepancies were due to errors on Combineds part and that these errors affected multiple customers. I asked why ****************** had not proactively notified me, which could have saved me considerable time and stress in submitting documentation and making repeated phone calls.
  Based on this experience, I have lost confidence in Combined Insurance. After ten years of maintaining this policy, I feel disappointed and disillusioned by the repeated errors, lack of accountability, and continued denial of valid refund requests. I believe this constitutes bad faith practices and raises serious concerns about the integrity and reliability of your billing and customer service processes.
  I am requesting a full audit of my payment and billing history and a refund of all overpaid or duplicate charges. I also request written confirmation of your findings and any corrective actions to be taken.
  
  Sincerely,
  ******* ******

  

  Business Response

  Date: 06/06/2025

  Please see the attached.

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23331875
  
  I am rejecting this response because:

  First, in your recent communication, you mentioned uncertainty about whether I received your May 5 letter. This clearly shows a lack of attention to detail, as I stated in the very first sentence of my response that I did receive that letter. This is a perfect example of the ongoing pattern of disregard and poor communication Ive experienced.
  In your recent correspondence to Better Business Bureau, you stated that a letter was sent to me and that everything was rectified. That is simply not true. While your letter acknowledged mistakes in billing and included an apology, no refund has been issued for the overpayments that occurred.
  Combined Insurance has drafted funds from my bank account multiple times on dates that were not authorized. My account was set up for automatic drafts, yet the company withdrew funds outside the agreed schedule without my consent. Despite bringing this to your attention, there has been no effort to return the money that was improperly taken.
  This is not just an issue of poor serviceit is a clear violation of trust and consumer rights. One of your own supervisors acknowledged that the billing problem was on Combineds end effecting other customers.However, instead of resolving the issue, your company offered only apologies without any meaningful action or restitution.
  What I am bringing to the attention of the Better Business Bureau is not just a billing dispute, but the larger issue of unethical business practices. Combined Insurance has consistently shown an unwillingness to take responsibility for their actions. One of your own supervisors admitted that the billing error was on Combineds part, yet this acknowledgment has led to no resolution or reimbursement.
  After over ten years as a paying customer with automatic draft set up on my account, I ultimately had to cancel my policy due to these ongoing billing problems. I cancelled my policy and walked away without receiving anything in return, including the money that was overdrawn from my account.
  I believe ***************************************** should be formally investigated for these practices. This situation has caused significant inconvenience and financial loss, and I feel I have exhausted all reasonable means of resolution.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/12/2025

  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.

  My wife and I opened a cancer insurance policy in November of 2004 for which the contract stated that we would receive a return of all premiums at the end of 15 years if we never made a claim on the policy. In 2019, when the 15 years of time had elapsed, during which we paid all premiums and made no claims, I contacted the company about receiving the return of premiums, the agent told me that I had to pay another 5 years which we did. That time again elapsed without us making any claims and I contacted Combined Insurance again in December of 2024, stating that we wanted to end our policy and receive the return of premiums stated in the contract. However, we never received the premium return and Combined continues to withdraw the premiums of almost $50 per month from our checking account. They have done this every month in 2025 from January thru May (current month) even though I called again in February and March of 2025 telling them to stop taking the premiums from our bank account and to send us our refund as per our contract. Each person from Combined Insurance that I have talked to, including 3 people today who my daughter spoke with on the phone, have not been able to tell me why we have not received a return of my premiums or why they continue to deduct a premium from my checking account, especially when the opening lines of the contract say in bold print "No Premiums Due After 20 Years" and it has been several months over 20 years.I have been trying to be patient. However, more than once, including today with my daughter, I was told by the agent on the phone that we would receive a call back from someone who would resolve this issue and each time a return call never came. I am now planning on pursuing legal counsel because the company is not willing to give me an explanation or stop withdrawing money.

  

  Business Response

  Date: 05/22/2025

  Attached is our company's response to your office. A separate, more detailed response has also been mailed to our insured, as we note in the attached letter to your office. The letter to him was placed in our outgoing mail today, May 22, 2025.