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Business Profile

Insurance Companies

UNUM

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 204 total complaints in the last 3 years.
    • 71 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:06/16/2025

      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.
      In April of 2025, I filed a short term disability claim with the UNUM benefits center for an injury in the Fall. Once all of the paperwork was processed, I received notification that I would receive payment from the Short term disability (which is deducted from my paycheck biweekly) on 5/10/25 but I never received it. After SEVERAL calls back and forth and investigation, I was told that someone had stolen my login information to the UNUM portal and set up a direct deposit for MY funds to go directly to THEIR bank account. I had not even set up a direct deposit account for myself and was expecting a paper check. I was ultimately informed that there was nothing UNUM could do and that they can not give me the funds that were owed to me. UNUM should have had a very secure identification system other than just the password and the name to prevent someone else from setting up direct deposit using my credentials.

      Business Response

      Date: 06/17/2025

      Unum does not respond to third parties; therefore, we will respond directly to the customer. Thank you. 

    • Initial Complaint

      Date:06/05/2025

      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.
      I have been trying to see my payments through my online Unum account. I cannot see where I’ve made payments, but it’s been taken out of direct deposit monthly. Also, Unum claims to not be able to guarantee evidence of insurability even though I’m actively paying for my whole life policy. There’s several phone numbers listed on Unum’s website to contact, which doesn’t make sense, especially when they each ask for personal identifying information over the phone when they shouldn’t need it if they have my policy number. Lastly, when in my online account, any time I click on contact, it logs me out of my account after seconds and will not let me contact anyone online about my account, or even to schedule a call about it.

      Customer Answer

      Date: 06/30/2025



      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.




      Sincerely,



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

    • Initial Complaint

      Date:06/02/2025

      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.
      Have had continuing problems with claim processing. Currently applied for long term disability. After using all short term benefits. Sending all requested material, UNUM states they did not receive it, it was sent several times at a cost to me to have it sent. It is impossable to
      get a answer if you can get one at all. I called today06/02/2025 my case worker is not available, her manager is not available, no one was available. They use any means to stall your claim. sending letters to wrong addresses, calling wrong phone numbers, Just not answering period.i am a single grandparent,a Vietnam Veteran , just trying to live and feed my grandaughter and I. My electric is ABOUT TO BE TURNED OFF, I can not pay my doctors co-pay. And like i said no one to talk too. With all the complaints that has been filed, you do not care about anything except lining your pockets A starving Veteran and his family.
      ,

      Business Response

      Date: 06/02/2025

      Unum does not respond to third parties; therefore, we will respond directly to the customer.

    • Initial Complaint

      Date:04/23/2025

      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.
      I was told 5 days to receive a resolution on my disability pay. We’re going on seven and I’m about to be homeless and they keep telling me they’re gonna contact me and they never do. This is the third time this has happened with this company.

      Business Response

      Date: 04/23/2025

      Unum does not
      respond to third parties; therefore, we will respond directly to the customer.

      Thank you for contacting the Better Business Bureau with your concerns. We
      Unum Life Insurance take seriously any questions or concerns about
      Company of America , and we appreciate the opportunity to address them.

      We appreciate hearing from you about this matter. will respond to
      directly within 10 business days from today’s date.


    • Initial Complaint

      Date:04/02/2025

      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.
      The company is not responding to my dispute in a timely manner. I have emailed back and forth with:
      ***** ****
      Account Coordinator
      P: ************ ** ************ ** ********************************

      I have received one letter dated 4/24/2022 explaining why I am not due a refund. I have explained and sent pictures of my payroll checks showing that deductions started again, 24 years later after I requested cancellation. I requested cancellation in 1996, and deductions stopped. Then as of February-March 2020 deductions resumed without my knowledge. I noticed months later when I reviewed a paystub and noticed the PPOA deductions and I questioned it. The answer, in the one letter I received, was that they could not find a formal cancellation from me. Besides, it was there error that restarted deductions when they made a change from *** ****** to PPOA. This is when deductions restarted. I have the one letter that says I am an active policy holder but they do not have a policy for me and can not provide one when I asked.
      I have gone months between emails. I think they are hoping that I give up and take the loss. It is not fair. I can provide all the emails and I even wrote a physical letter and provided them copies of paystubs and emails and it has been a year with no response. The total of 840.09 is for the deductions taken from 2020 til 2021 when they stopped again at my request.
      Thank you.

      Business Response

      Date: 04/16/2025

      Unum does not
      respond to third parties; therefore, we have responded directly to the customer. 

      Customer Answer

      Date: 04/16/2025

      see attached

      Have you heard from the company? Yes

      Are you satisfied with the company's efforts to resolve this matter? Yes

      I now have contact information and received a prompt response. Thank you for your help.

      I received a detailed letter explaining the payroll codes. I was able to look back and see that they continuously took the premium since 1997 and they did not receive my letter to cancel.

       

    • Initial Complaint

      Date:03/31/2025

      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 name is ********** * *****, I have been with colonial life since 2003 and I never had an issue with any of my policies on March 25, 2025. I received a letter from Colonial Life saying my policy number ************ has been terminated due to not receiving payment of the grace period I never received a letter on this policy about a grace period payment. I feel that this was very unnecessary because I always pay on policies and I’ve been with them 22 years at this point I didn’t understand what was going on so on March 26, 2025 I called Colonial Life and spoke with Miss ***** and I explained to her that I never received a letter about this policy about any grace. The only information I receivedfrom Colonial Life was information that I had to pay my interest by April 1, 2025 on all policies and also I received a payment for policy number ************ for the amount of $64.80 that is due on April 1, 2025 no other information had I received and I feel that I have been treated very unfairly. I have been with this company long enough that I should have got the notification about the policy that they terminated when I spoke with Miss ***** on March 26, 2025. She told me that she will be sending me a application to fill out for this policy to be reinstatedI have been a loyal customer for 22 years. It’s already hard to get life insurance. i’m so disappointed and so scared if something was to happen to my husband today and he’s not covered with life insurance every day is not promise to any one of us I work very hard to keep. I pray that nothing happens to my husband doing this time until I am able to get him some more life insurance coverage. I feel that my life insurance should have never been terminated because I never received that letter.
      Thank you ???? ********** * *****

      Business Response

      Date: 04/01/2025

      Unum does not
      respond to third parties; therefore, we will respond directly to the customer.

      Thank you for contacting the Better Business Bureau with your concerns. We
      Colonial Life Insurance take seriously any questions or concerns about
      Company , and we appreciate the opportunity to address them.

      We appreciate hearing from you about this matter. will respond to
      directly within 10 business days from today’s date.

    • Initial Complaint

      Date:03/31/2025

      Type:Billing 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.
      I have an active, approved Long Term Disability claim open with UNUM on behalf of ****** Wholesale. The last two payments have been severely reduced due to an "estimated Social Security benefit," which there is no guarantee I will receive or when. UNUM requested that I sign a form promising to pay back any "overpayments" if I should begin receiving benefits outside UNUM for my disability, which I completed. This was confirmed to be completed and received by my case manager on Monday 3/24/2025. However, I have yet to be paid the money the deducted from my approved payment in February. Furthermore, they deducted over $800 from the payment deposited on March 28th... which is AFTER I completed and submitted the form to UNUM.

      Business Response

      Date: 03/31/2025

      Unum does not respond to third parties; therefore, we will respond directly to the customer.

      Dear ******* ******,


      Thank you for contacting the Better Business Bureau with your concerns. We
      take seriously any questions or concerns about Unum Life Insurance
      Company of America, and we appreciate the opportunity to address them.

      We appreciate hearing from you about this matter. We will respond to you
      directly within 10 business days from today’s date.

      Sincerely,



      ******* **
      Regulatory Analyst
      ***** ******** (fax)

    • Initial Complaint

      Date:03/10/2025

      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.
      I got dental insurance throught *********, which is now Unum and all was well until September of 2023 when suddently no monthly payment was taken out of our bank account. No money was taken out until Nov 18th 2024, and randomly the 45.96 was taken out again. I had no insurance from them from September 2023 until November 2024 because they stopped taking out monthly payment for no reason. I had to get a new dental insurance because my policy was no longer valid for whatever reason. I didn't know they had started taking out policy money again until March 1, 2025 when I was looking through bank account withdrawals and saw on November 18 2024 they had taken out 45.96 and again in December and then in January 13 they took out 89.88. I called them they said they would refund the extra charge and I had them officially cancel my insurance even though they randomly stopped me from having it for a year. They said I would still have to pay March 2025 monthly payment and then payments would stop in April 2025. I believe I should be credited back all my money from November 2024 to March 2025 as I didn't even know they had randomly starting taking out monthly payments again. What insurance company just stops taking out payments, and cancels your insurance or whatever they did (I didn't have any because my dentist tried to file a claim and said I didn't have it anymore) and then randomly starts stealing money out of your account after over a year of not taking policy money. This company is the most ridiculous company I've ever worked with and something needs to be done. You don't just start taking money out of an account after not doing it for almost a year and half.

      Business Response

      Date: 03/10/2025

      Unum does not respond to third parties; therefore, we will respond directly to the customer. 

      Customer Answer

      Date: 03/14/2025



      Complaint: ********



      I am rejecting this response because: it is a generic response saying they will contact me which I am not holding my breath on that one but if they do great. But right now it's obvious they aren't taking this seriously. 



      Sincerely,



      ****** *****

      Customer Answer

      Date: 03/15/2025



      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.




      Sincerely,



      ****** *****

    • Initial Complaint

      Date:02/26/2025

      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.
      Colonial life has practiced deterrents to not pay my disability claim. Repeatedly asking for medical records. Calls made receive a different response each time. Not advising when documents submitted do not satisfy the eligibility determination. I have have paid for this policy since 2002 and they don't tell you the difficulty in getting claims paid. They don't assist the claimant in any form. They denied my claim and I can't open any letters on line. The letters I have accessed appear to be generic. I spoke to an agent who advised they received everything and my claim would be reopened as my documents crossed the denial notice in the mail. That didn't happen. I called back and was advised that all documents were received and claim would be escalated. That didn't happen. called today and was told documents were not sufficient. I was not advised and left under the impression all was satisfied. they are now asking for restrictions,limitations. They did not contact the doctor's officer to assist with processing but have authorization to do so. I am having financial difficulties as I have not been paid since 01/02/25

      Business Response

      Date: 02/26/2025

      Unum does not
      respond to third parties; therefore, we will respond directly to the customer.

      Customer Answer

      Date: 03/06/2025

      Hello
      I am not satisfied with colonial/unum’s response as they claim they paid me in 3/4/25 from 01/3/25 to 2/10/25. I have not received anything.. secondly they sent a letter about how long my recovery should be their standard recovery period doesn’t include if patient has nerve damage or underlying health conditions., they don’t care about me or anyone else they just want to profit . I have paid for this policy for almost 23 years .. they have made this challenging and have caused me stress .. because my job is sedentary they feel I can go back to work and bare the neck back shoulder arm hand pain and tingles and numbed fingers.. my employer sent them my employers statement through April 10,25 and this is the same tactic to delay benefits.. they are doing this to a large volume of beneficiaries I can assure you.. they don’t want to pay claims .. my pain is my pain .. it can’t be measured in a book.. 

      Business Response

      Date: 03/06/2025

      Unum received your email as well as BBB objection. Unum will respond to your additional concerns directly. Thank you. 

    • Initial Complaint

      Date:02/25/2025

      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.
      On last week around the 18th and from there I’ve been having both but trouble getting conflicting information from representatives my doctor has not received the paperwork and this process is being prolonged and today I received conflicting information from two different representative stating that my provider was Was going to be receiving the paperwork which they haven’t and then when I wanted to take the survey and this isn’t the first time this has happened the representative transferred me because they thought I was going to give them a bad survey. The representative’s name was ******* It has been a unpleasurable experience. I’m just trying to file for short-term disability while I get my medical issues together and it’s been really hard this last week dealing with unum

      Business Response

      Date: 02/25/2025

      Unum does not respond to third parties; therefore, we will respond directly to the customer.

    UNUM is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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