ComplaintsforHorace Mann Companies

• Initial Complaint

  04/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  April 12,2024 I was contacted informing me the total loss of my 2023 vehicle. I was told I’d receive paperwork involving this matter. I didn’t receive the email within the time frame I was told I would. I contacted the company numerous times. No one answered my calls. I was put on hold then hung up on. I finally reached someone Monday April 15,2024 around 10 am (Central). Also my situation is not being handled in regards to a rental car that should be solely taken care of because this company represents the liable party. I was only allotted 11 days for a rental car when the entire claims process is still ongoing in which I will be without a car until my claim is finalized which I am not happy about.

  Business response

  04/25/2024

  To whom it may concern, I am writing in regard to ID: ********, please see the Company response addressed to the BBB attached.

  Respectfully,

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

  The Horace Mann Companies

  We are in receipt of your letter dated April 16, 2024. Thank you for allowing me the opportunity to respond
  on behalf of the company.
  On April 24, 2024, we provided our detailed company response regarding Case ID: ******** via email to
  Ms. ********* email address listed with this Case.
  We hope this information is helpful. Please contact us if you have additional questions.
  
  Sincerely,

   

  Customer response

  04/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  PLEASE DO YOUR JOB ACCURATELY, CORRECTLY, AND IN ORDER. I RECEIVED NO BILL FROM YOU VIA **** MAIL. THIS MAY BE THE SECOND SCREW UP YOU MADE IN THE PAST 6 MONTHS. I HAVE BEEN A CUSTOMER WITH HORACE MANN FOR OVER 30 YEARS AND MY PARENTS BEFORE ME AND WE ALL WERE HAPPY WITH NO OR VERY LITTLE ISSUES UNTIL TODAY 2023 AND 2024. I AM ASKING YOU TO DO YOUR JOB AND DO RIGHT BECAUSE I SHOULD NOT HAVE TO BE THE ONE TELL YOU WHAT TO DO AND HOW TO DO YOUR OWN JOB. 2023 WAS A VERY MUCH OF HEADACHE AND A HASSLE TO REGISTER MY NEWER CAR. I HAD TO FINALLY GO THROUGH MY LOCAL AGENT TO HELP ME. AND THAN ANOTHER NOTICE SEVERAL MONTHS LATER AFTER IT HAD BEEN RESOLVED WAS ANOTHER DISAPPOINTMENT. NOW TODAY MARCH 2024 I RECEIVE ANOTHER NOTICE BY EMAIL THAT MY BILL IS NOT PAID WITH VERY LITTLE ADVANCE NOTICE NOR AN ACTUAL COPY OF THE BILL IN HAND IS ANOTHER DISAPPOINTMENT. IF THIS KEEPS UP THIS WAY I MAY FIND ALTERNATIVES INCLUDING FINDING ANOTHER INSURANCE COMPANY TO MEET MY NEEDS.

  Business response

  04/05/2024

  Good afternoon, 

  This request was handled by phone with the local agent office, which resulted with the client getting insurance with 3rd party of ours. 

   

  Please let me know if you need anything further. 

   

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

  Customer response

  04/13/2024

  I am THANKFUL for my local agent.

  I hope Horace Mann do more training for their employees for better customer service.  

  I hope Horace Mann would be more competitive to reflect premium costs of other companies.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Horace Mann agent ***** *****, my assigned advisor, has lied on multiple occasions regarding a request for funds disbursement, processing times, processing requirements, documentation needed, communications requests, and more. To date, there is no resolution on my funds disbursement after talking to numerous agents, his boss, calls and more. I have yet to get a resolution on this matter and the necessary funds disbursed. ***** has been unresponsive after promising resolution.

  Business response

  01/05/2024

  Your letter dated December 28, 2023, has been referred to my attention. Thank you for allowing
  me the opportunity to respond on behalf of the company.
  We sincerely apologize on behalf of the company to Mr. ****** for the inconvenience he
  experienced while we processed his withdrawal request. Our records indicate the following
  timeline of events.
  December 13, 2023, Horace Mann Exclusive agent, ***** ***** provided Mr. ****** with the
  withdrawal form.
  December 15, 2023, Horace Mann received a completed form from Mr. ****** after business
  hours on a Friday at 5:39 PM.
  December 18, 2023, the next business day from receipt, the form, the voided check, and request
  for Horace Mann to obtain Third Party Administrator’s (TPA) approval were provided by Mr.
  ***** in anticipation that he would be out of the office. The withdrawal request received was for
  combined amount from each contract with direction for Horace Mann to request the TPA
  approval.
  
  December 22, 2023, Mr. ***** received a copy of the TPA Approval via email from Mr. ******.
  That same day Mr. ****** called Horace Mann to inform that he received the TPA approval and
  emailed a copy of it. Mr. ***** called the TPA and confirmed with them that they had approved
  it and nothing more was needed.
  
  December 26, 2023, the Processor reached out to Mr. ***** in attempt to obtain the withdrawal
  specifics for each contract and to advise that Mr. ****** would need to complete the required
  transaction form for the TPA (TSACG) and that this could be completed on-line.
  December 28, 2023, the TPA approval was received, and the withdrawal was processed from
  each contract as directed. We sent the funds to by direct deposit to the account requested. This
  was the maximum amount allowable for this hardship process.
  
  If you have any further questions or need any additional information, you may reach me at **** ********, or by email at ******************************.
  
  

  Customer response

  01/05/2024

   I am rejecting this response because:
  
  There are numerous facts in the companies response that are inaccurate and many facts that are missing. This includes various emails that went on, answered, as well as inaccurate information provided by the agent of the company. The company also neglected to provide information regarding my additional temps to call, email, message, and speak directly to other agents at the company. Although some of the facts in the letter are accurate. It does not capture the full story. 

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a 403B account with Horace Mann. I left my employment with ******** County and took a job n ********* County. I requested to transfer my account a differ t company as ********* County does not utilize Horace Mann. The rollover was a 403B account to a 403B account. BOTH ******** County and ********* County school systems signed off and approved the rollover as 3rd Party. Horace Man. Has denied the rollover saying it is not allowed. So, my account is sitting idle. Thisbisb legal transfer of funds as I left ******** county as a a qualifying event of change of employment.

  Business response

  12/29/2023

  Dear Sir or Madam:

  I have securely emailed Mr. ****** a Horace Mann form directly as it included his personal information.  

  Thank you,

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

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

  Dear Sir or Madam: Your correspondence dated December 15, 2023, has been referred to my attention. I appreciate the opportunity to respond on behalf of the company. In order to review Mr. ******** request further, we request he complete the attached Horace Mann Life Insurance Company (HMLIC) Transfer, direct rollover, or exchange to another company form and send it back to HMLIC in good order. We will then proceed with his request. If you have any further questions, you may reach me at ************, or by email at ******************************. 
  

• Initial Complaint

  08/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On April 1, 2023 Horace Mann customer ***** ****** crashed into my rear bumper on the highway. A dispute was filed with dispute number **********. It took over a month of continuous phone calls to have an adjuster come out and look at the damages and I have heard nothing back since. The case was supposedly handed over to agent ******* ******, however phone calls and emails to him go unanswered. I have not spoken to him once about the case or received any update. If you call their main customer service line you are transferred to leave a message and if you ask for a supervisor you are told they are not in the office at that time. I was never given a direct phone number to ******* and only received his email due to it being on his voicemail greeting after being transferred to leave a message (****************************m). Their customer is at 100% fault for the accident as shown from the police report attached and it appears they simply are stalling to not pay damages to have my vehicle repaired. It has been over four months since the accident and they have done nothing to compensate me for damages done to my vehicle.

  Business response

  08/22/2023

  Dear Sir or Madam:

  Thank you for your email.  

  We have been in contact with our insured driver and have been in communication with Ms. ******* as well.  This matter is now resolved.

  If you have any further questions, please let me know.

  Sincerely,

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

  The Horrace Mann Companies

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

• Initial Complaint

  08/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am highly disappointed in the service and lack of customer care and empathy I have received as a paying consumer. My car was involved in a wreck and I was prompt in providing all of the requested details to their representative in a timely manner. I was advised that based on the information I provided, an estimate would be requested from the mechanic and the check would be sent for the payout. During this time, I received a rental car and was advised that it would be covered for 30 days, which would be enough time for the claim to be approved, paid out and repair completed. However, as of Thursday, August 10, 2023, there was no update on the car nor had repairs started. I repeatedly contacted the mechanic and the insurance company and both kept telling me that they were waiting on each other. Due to the lack of communication and accountability from either party, I hit my 30-day mark with no progress. I had to turn the rental back in on August 10th, which left me in a bind with no transportation and I am a caregiver that requires around the clock access to a means of transportation. I finally got a call Saturday, August 12th that the estimate had been approved and check sent to the mechanic. However, I am still without transportation and cannot afford to come out of pocket for additional days for a rental. I have had to take ownership and contact the insurance company for simple updates because no one thought to inform me, the consumer, on the progress of the claim or lack there of. Requested resolution: Due to the hardship caused by lack of communication and process follow through, I am asking that Horace Mann Insurance Company accommodate me with a courtesy rental car until the repair is complete so that I may continue fulfilling my duties.

  Business response

  08/22/2023

  Dear Sir or Madam:

  Thank you for your email.  We have left a phone message for Mr. ***** concerning the extension of the rental vehicle.  This matter should be resolved. 

  If you have any further questions, please contact me.

  Sincerely,

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

  The Horace Mann Companies

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

• Initial Complaint

  07/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The coverage decision made by the Claims Adjuster, ***** **, is factually incorrect. Citing negligence on the claimant's part due to failure to keep a proper lookout is offensive considering your driver could have killed the claimant due to his reckless driving. A split liability decision reflects bad faith claim handling on Horace Manns behalf. I have escalated the claim to the supervisor for further review. However, ********* *****, has not returned the call as he stated he would via email prior to going on vacation until the 26th of July. It seems Horace Mann does not wish to resolve this claim in an amicable manner and instead is relying on the claimant's willingness to take other measures to become whole again. If you would like to resolve the issue prior to the introduction of further representation, please give me a call to discuss as soon as possible. Best Regards, ****** ***** * *** ** **** ********** ************

  Business response

  08/02/2023

  Dear Sir or Madam:

  Thank you for your inquiry.

  We have been in contact with Mr. ***** and his mother on July 25, 2023 and resolved this matter.

  If you have any  further questions, please contact us.

  Sincerely,

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

  The Horace Mann Companies

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

• Initial Complaint

  07/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 13, I immediately reached out to Horace Mann to file a new homeowner claim. I discovered black mold in my garage and other severe water damage stemming from my sink. I received an email (enclosed) regarding an acknowledgment of my claim and was assigned a claim adjuster with her contact information. I called her the next day and left her my number. No response. Monday, July 16, I sent her an email and called her, no response. On day 6, July 19, I called the customer service number. What a nightmare! I was on hold for 30 minutes. A recording said the wait time was 10 minutes. They offered an option to call me back. No callback! I just left a message for my insurance agent and the recording states I have to wait 1 business day. Since when is it acceptable not to respond to customers' claims? Meanwhile, I still have mold and water issues. The problem here is that when it is time to pay them monthly, there is no issue. But let it be a issue of late payment and I am bombarded with phone calls and letters. I am so upset because of their lack of service, response, transparency, and lack of professionalism, I am considering dropping them.

  Business response

  07/21/2023

  Dear Sir or Madam:

  Thank you for your email in regard to Ms. ******** ********'s property claim ********** that occurred on July 13, 2023.

  Horace Mann has made phone contact with Ms. ******** today and have a plan in place for moving her claim forward.

  If you should have any further questions, please let me know.  

  Sincerely,

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

  The Horace Mann Companies

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

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My parked and unattended car was hit head on by a driver with Horace Mann auto insurance on 2/10/23. A police report has been provided to HM. Their insured admitted to “blacking out” and hitting her gas. The impact activated her air bags and she was taken away by ambo. My car was heavily damaged and is undriveable. To this day, 2/21/23, Horace Mann has not accepted liability. I am out 450 USD so far- the cost of towing my car from the accident to a tow lot, and their time etc. I am furious that Horace Mann (my adjuster is ****** *****) will not even tell me their timeline, and will not accept the police report evidence to determine liability. ****** seems nice but I bet she wished she worked for a company that was more responsive and kind. I have no rental car, I am out 450 dollars so far, and HM is doing everything not to pay me. But they insured with 89 1/2 year old driver who ruined my car. Shame on Horace Mann for selling insurance and then refusing to pay and refusing to be transparent. I’m fuming.

  Business response

  02/24/2023

  Dear Sir or Madam:

  Thank you for forwarding *** ******** complaint.  I appreciate the opportunity to respond on behalf of the company.  Our company's liability investigation is now completed and this matter has been resolved.  We have accepted liability and placed the claimant, ******** ******, in a rental. Her vehicle is scheduled to go into the shop on March 6, 2023. If you have any further questions, please let us know.

  Sincerely,  ***** **********

  Customer response

  02/24/2023

   I am rejecting this response because:
  Two weeks and one BBB complaint later, they’ve finally done what they should have logically done on day one.

  The goal of Horace Mann has been to create as much of a barrier, for as long as they could for me. My collision was an open and shut case and they had a police report early on, but still, they stuck to their obtuse and myopic “process” that we all new would end up where it now stands. They deserve no congratulations. Complete under performance. 

• Initial Complaint

  02/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Insurer canceled my auto policy due to an alleged non-payment. However, all payments prior to their cancellation were made on time, in fact, I paid more than my plan premium. I was only made aware of the policy cancellation upon reporting an accident (other driver was at-fault.) HM claims that they attempted to communicate a missed payment. However, there is no evidence that shows an attempt, rejection, or other electronic payment method were done By HM. Also note, since the policy execution I’ve emailed and received acknowledgment, alerting HM of errors in my address (auto and renters policies) HM remains negligent on making said corrections to this date. HM claims they sent letters via ****; however unsubstantiated. Their claims of communication are false and irrelevant to this matter because a all payments were made without laps. The accident claim was made on 11/21/2022; the same date I learned of the cancellation; HM has dragged their feet ever since without any resolution or communication as they “investigate the matter internally,” Leaving me without insurance, without coverage, without any accountability. Also, reading through the complaints and what their employees have told me, I’ve noticed there to be a pattern that a lot of policy disruptions are attributed to elusive “system updates.” California Insurance Commissioner, **** should look into this. I will source his email next. Sincerely, The wrong one

  Business response

  02/16/2023

  Dear Sir or Madam:

  Thank you for your inquiry.  

  **** ******* is represented by Legal Counsel for this matter.  *** ******* should be in contact with his Legal Counsel for any communications regarding this matter.

  If you have any further questions, please let us know.
  

*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. ↩