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Business Profile

Health Insurance

Continental American Insurance Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Insurance.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 3 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:12/11/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    On 11/12/2024, I Vanessa H*******), received treatment for a Knee Replacement at Seton Medical Center, Harker Heights TX. I have been paying monthly premiums, to Continental American Insurance Group, (CAIC) a member of the AFLAC Family in Columbia, South Carolina. I pay premiums from both places of employment, Prospect Air, Austin TX, (CER0001432748) and Integral Care, Austin, TX, (CER0001598721). I have Hospital Indemnity and Accidental policy coverage on both jobs. I have been paying these premiums for the past two years. I have sent this company every document which they requested and electronically signed and agreed for them to reach out to all medical person to acquire any other documents as well. I filed my documents on 11/23/2024. To this very day I still have not received any payments from this company. I have made weekly phone calls and are told each time that they are experiencing computer issues. I have been told that my policies were expired. I completed FMLA paperwork and elected for payment to be taken out of my check while on FMLA. I also receive weekly letter stating that my coverage expired. I am told being told something different every time I speak with a customer service representative.

    I recently called today and asked to speak with a Supervisor. I was placed on hold. The person came back on the phone and asked about the claim dates. I confirmed the dates and the person stated they needed to place me on hold again. The person came back on the line stating that they needed a UHB. I stated that I had already sent that in and gave them permission to contact the hospital. I asked about the Supervisor. The person stated I don't know when one will be available. The person had just told me that they were placing me on hold for a Supervisor. The came back on and stated they did not know where a Supervisor was. To this day I still have not received payment from my coverage.

    Business Response

    Date: 12/11/2024

    We received your complaint from the Better Business Bureau. Due to privacy regulations, we have forwarded your concerns to the Claim department to research. You will receive a mailed response from us upon completion of our investigation. Thank you for bringing your concerns to our attention and for your patience while we explore this matter.

  • Initial Complaint

    Date:12/02/2024

    Type:Billing Issues
    Status:
    Resolved
    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.
    For over the past two years, this company has been taking money out of my checking account without my knowledge or permission. I've called them they said that they don't have any accounts with my SSN or birthday. However they continue to take money out of my account

    Business Response

    Date: 12/03/2024

    We received your complaint from the Better Business Bureau. Due to privacy regulations, we have forwarded your concerns to the Policy Service department to research. You will receive a mailed response from us upon completion of our investigation. Thank you for bringing your concerns to our attention and for your patience while we explore this matter.

  • Initial Complaint

    Date:09/09/2024

    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.
    Dear Better Business Bureau,

    I am writing to formally lodge a complaint against AFLAC Insurance regarding their handling of my claim and their refusal to provide necessary information.

    I submitted a dental claim for my son on 4/15/2021 for a service dated 5/25/2021. The only communication I received from AFLAC was an email denying the claim, citing the reason: "This plan does not provide dental benefits." Upon calling to inquire further, I was informed that they could not provide any more information as I had ended my insurance on 07/31/2024. I was denied a copy of my coverage or a breakdown of benefits, even though I was insured at the time of filing the claim.

    AFLAC’s failure to provide any mail or email pertaining to my coverage and their refusal to honor their commitment to pay claims within 8 days is concerning. It has now been more than 6 months without resolution or payment on my claim. This feels like blatant theft and fraudulent activity, as they refuse to communicate or provide coverage details from when my policy was active.

    I strongly believe this case warrants an independent investigation into their practices.

    Below are my details for reference:

    Certificate Number: **********
    Member Since: 6/2004

    I hope the BBB can assist in resolving this issue and holding AFLAC accountable for their lack of transparency and failure to process legitimate claims.

    Sincerely,

    Business Response

    Date: 09/10/2024

    We received your
    complaint from the Better Business Bureau. 
    Due to privacy regulations, we have forwarded these concerns to the
    appropriate department to research and correspond directly with the insured.  Thank you for bringing your concerns to our
    attention, and for your patience while we explore this matter.  

  • Initial Complaint

    Date:12/06/2023

    Type:Service or Repair 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 father had a life insurance policy with continental. He passed away 9/14/2023. The insurance company received all required document, etc to process the claim on 09/26/2023. Policy has not paid out. I am the beneficiary and need to pay his funeral bill. I have called several times and keep getting the runaround. The funeral home has also called. Funeral home spoke to a supervisor over a month ago and the supervisor said he would expedite the claim. I called back today and they would not tell me if it were even processing. They said their backroom computers do not communicate with their front end computers.

    Business Response

    Date: 12/08/2023

    We received your
    complaint; however, we are unable to locate a policy based on the information provided.
    In order for us to address your concern, please provide us with your policy
    number. Once it is received, we can begin our review.

    Customer Answer

    Date: 12/08/2023

    I spoke to someone this morning and the Policy Number is *********** The policy is listed in Jerry * ******. DOB is *********

    Business Response

    Date: 12/14/2023

    The department handling this concern
    has completed its review on 12/14/23 and sent correspondence to the
    consumer.  Aflac considers this issue
    resolved. 

  • Initial Complaint

    Date:11/15/2023

    Type:Delivery 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.
    Consumer called at the end August 2023 requesting a summary of their life insurance and was told one would be mailed out. Consumer called in the middle of September 2023 requesting a copy of their summary and was told that it would be mailed out. Consumer called at the end of October 2023 requesting a copy of their summary and was told it would be mailed out. Each time that Consumer called the address was verified but Consumer never receives the summary. Consumer gets $65 taken out of their bank account every month and has a right to a summary of their plan which this company does not provide.

    Business Response

    Date: 11/17/2023

    We received your complaint. We are unable to locate a policy based on the information provided. In order for us to address your concern, please provide us with your policy/Certificate number. Once it is received, we can begin our review.

    Customer Answer

    Date: 11/18/2023

    We have account number **********

Continental American Insurance Company is NOT a BBB Accredited Business.

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