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Business Profile

Insurance Services Office

Bankers Life

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Bankers Life's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 156 total complaints in the last 3 years.
    • 51 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/25/2022

      Type:Order Issues
      Status:
      Answered
      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.
      Our mother ***** began paying for a long term health plan in 2008 from ******'s Life. She currently is diagnosed with dementia and is a falls risk due to a congenital hip condition. Walks with a noticeable limp and uses specialized shoes. We filed a claim , and paid the required 90 day spend down, received reimbursement for only a few months, then Bankers stopped repaying us! We now have not been reimbursed for over ****** dollars and they're trying to reneig on the claim. We have provided tons of signed paperwork to no avail. They drag this out for their own business, and are not servicing our needs. Mother is broke, having not been reimbursed since March 2022. We contact and send them papers, nothing is bringing this to a reasonable result. Next step is lawyering up which we don't have the funds for! Please rescind their A+ rating with the BBB, they are nothing but thieves. Horrible company.

      Business Response

      Date: 09/02/2022

      September 2, 2022


      File Number: 17770311
      Customer: *************************

      We are in receipt of correspondence dated August 25, 2022, regarding the customer named above. Thank you for bringing this matter to our attention.

      As we do not have authorization on file to respond to the Better Business Bureau, we have contacted the customer directly to confirm receipt of her correspondence and that her concerns are under review. We require additional time to complete our review and will respond directly to the customer once our review is complete.

      If you have any questions, please contact us at ************** Monday through Friday between the hours of 8:00 a.m. and 6:00 p.m. Central Time. One of our customer service representatives would be pleased to assist you.

      Sincerely,


      ***********************
      Consumer Relations Department
      Bankers Life and Casualty Company

      Customer Answer

      Date: 09/08/2022

       
      Complaint: 17770311

      I am rejecting this response because: No timeline for resol

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

      *************************

    • Initial Complaint

      Date:08/22/2022

      Type:Product Issues
      Status:
      Answered
      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.
      We have been paying on 2 policies for our mom for 13 years; short and long-term care.We started to file monthly claims against these policies on January 2022. In 8 months, there have been no payments on the short term policy and one on the long term policy. I have called these people several times a month after receiving letters requesting additional information, all of which had been uploaded into their system (I have confirmation of the uploads being received). Every time I call, I get a different person and have to start the whole process over again, taking hours! They claim to have not received the information or that the policy does not cover dementia (which in fact, the policy clearly states it does!). They are the most inefficient, worst customer service ********************** ever! Ive been told several times now that they have all they need, only to get another letter that they now need something else! Im only hoping that as of now, they will do what they say and start paying on the policies. Policy numbers are ********* and *********. Thank you.

      Business Response

      Date: 09/01/2022

      September 1, 2022


      File Number: 17752844
      Customer: *****************************

      We are in receipt of correspondence dated July 12, 2022, regarding the customer named above. Thank you for bringing this matter to our attention.

      As we do not have authorization on file to respond to the Better Business Bureau, we have contacted the customer directly to confirm we are processing the requested transactions. We will notify the customer directly once the servicing has been completed.

      If you have any questions, please contact us at ************** Monday through Friday between the hours of 8:00 a.m. and 6:00 p.m. Central Time. One of our customer service representatives would be pleased to assist you.

      Sincerely,


      ***********************
      Consumer Relations Department
      Bankers Life and Casualty Company

    • Initial Complaint

      Date:08/22/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      This company advertises that they have life insurance policies available to consumers between the ages of ***** for $9.95 a month. I am 84 years old and called to purchase a policy and was told I am not eligible for a policy with them.

      Business Response

      Date: 08/30/2022

      We appreciate ******************** interest in the Guaranteed Acceptance Life insurance offered by Colonial Penn Life Insurance Company.


      We have to comply with the eligibility requirements imposed by the ***********, ******************** state of residence, which limits the sale of these products to individuals between the ages of 50 and 75.  Our advertisements specify that eligible ages vary in some states.

      We regret any misunderstanding and  wish to assure you of our continued effort to promote an ethical business environment.

      Sincerley, 

      Consumer Relations 

      Colonial Penn Life Insurance Company 

       

    • Initial Complaint

      Date:08/17/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 mom passed Im her Beneficiary along with my brother colonial **** has gotten her death certificate on June ********************************************** it seems like they keep giving me the runaround One of the supervisors told me they were going to cut the check like three weeks ago still know Check and I keep calling them and then they said Ill have it by August 19 called them today which is August 16 and youre telling me now I have a five day legation and then 7 to 10 business days its going on two months no check

      Business Response

      Date: 08/19/2022

      August 19, 2022



      BBB OF ******* AND NORTHERN ********
      330 **************** SUITE 3120
      ******* ** 60611


      Insured: *******************
      Reference Number: BBB ID Number ********

      We are in receipt of correspondence dated August 18, 2022 regarding the insured named above. Thank you for bringing this matter to our attention.

      As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.

      Sincerely,       


      *******************************
      Consumer Relations Department
      Colonial Penn Life Insurance Company

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