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Business Profile

Insurance Claims Processing

Sedgwick CMS

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Claims Processing.

Important information

  • Customer Complaint:
    While the BBB continues to accept and report complaints against this business and fulfill its responsibility to inform businesses of communications from its customers, this business generally responds that the Better Business Bureau online complaint resolution system is not the proper forum to respond to allegations in this complaint.

Complaints

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

Find a Location

Sedgwick CMS has 24 locations, listed below.

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    Customer Complaints Summary

    • 517 total complaints in the last 3 years.
    • 145 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:03/02/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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 started a claim back in September of 2022 and was patiently waiting for a call back or some kind of confirmation and have not received anything. When I did get a hold of somebody they got me an interpreter as I am more comfortable speaking my first language Spanish. The interpreter messed up my address by a few digits (only realized a few months after they said they were mailing it to [wrong] instead of [right]) and they kept telling me they were mailing me a letter to verify. I called countless times and left endless voicemails to my claim agent trying to change the address. She would not answer her phone even when I would call on her business hours from 4am-2pm. I tried calling at 5am 11am 12pm 1pm and no answer straight to voicemail. I just wanted to change my address to I can start the claim process. I even escalated it up to the supervisor and no response straight to voicemail left voicemails and no call back. I kept trying to call but eventually got frustrated and stopped since I was moving houses. I have also been holding on to the goods that have been damaged incase they do ever decide to process my claim but they don't seem to want to help me. I just want to update my address so they can send me the documentation and get *************** as it has been way too long. Claim # 4A22083S65L-0001

      Business Response

      Date: 03/17/2023

      Thank you for the opportunity to respond to the complaint filed by ************************** Please note that Sedgwick Claims Management Services, Inc. (Sedgwick) is not an insurance company.  Sedgwick is a third party claim administrator.  This complaint arises from a dispute related to a liability claim ************************* filed against our client, Orange ********************** Program.

      A review of the claim file reveals that Sedgwick has administered this claim in compliance with the laws and regulations governing the alleged loss. 

      Sedgwick respectfully maintains that the Better Business Bureau on line complaint resolution system is not the proper forum to respond to the allegations contained in *************************** complaint. 

      Again, thank you for the opportunity to respond and clarify,as able.

    • Initial Complaint

      Date:03/01/2023

      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.
      Sedgwick manages accident insurance claims for my Employer, Xerox. They are responsible for addressing and resolving any accident claims involving Xerox' vehicles driven by its employees. I am personally being sued for everything Sedgwick is paid to cover and Sedgwick will not return my calls nor assist me with this lawsuit that should be filed against Xerox and its insurance company/claims management service. Mr. ************************* refuses to return my call and advise as to what needs to be done. I only have 14 days to respond and no one will assist, even though Xerox pays this company to take care of such issues.

      Customer Answer

      Date: 03/07/2023

      Company finally communicated with me after going via employer.  Thank you.

    • Initial Complaint

      Date:03/01/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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 finalize a claim through sedgwick for an employer mishap. I have medical bills that were supposed to be paid but never were. I have sent paper work to my claims adjuster and tried contacting them and their supervisor for the past 2 months, with no replies.

      Business Response

      Date: 03/21/2023

      Thank you for the opportunity to respond to the complaint filed by ************************** Please note that Sedgwick CMS is not an insurance company.  Sedgwick CMS is a third party claim administrator.  This complaint arises from a dispute related to a claim ************************* filed against our client, Lowes Companies, Inc.

      A review of the claim file reveals that Sedgwick CMS has administered this claim in compliance with the laws and regulations governing the alleged loss. 

      Sedgwick CMS respectfully maintains that the Better Business Bureau online complaint resolution system is not the proper forum to respond to the allegations contained in ******************** complaint. 

      Again, thank you for the opportunity to respond and clarify,as able.

    • Initial Complaint

      Date:02/27/2023

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 November of 2022, ********** incorrectly installed a dishwasher in my home causing damage to my kitchen cabinets. Sedgwick (HD's insurance carrier) advised me to have a contractor come to my home and give an estimate of repairs. The estimate came in at $30813.39 (inc. tax). ******************************* at Sedgwick extended me an offer of $21659.76 ($9153.63 less than the estimate). I attempted to reach ******************** via the phone 3 times to understand where the variance came from. She refuses to call me back and explain. She emailed and said it had to do with the independent adjuster they sent to my home. I tried to call her back to get a written description of what the independent adjuster provided. I called again today and ******************** did not take my call. I did not cause any damage to these cabinets. I am requesting the full amount of $30813.39 to be paid to me so my kitchen can be fixed properly. I also expect when a message is left multiple times and a call is requested that the business return the call.

      Business Response

      Date: 02/28/2023

      Thank you for the opportunity to respond to the complaint filed by ********************************** Please note that Sedgwick CMS is not an insurance company.  Sedgwick CMS is a third party claim administrator.  This complaint arises from a dispute related to a claim ********************************* filed against our client, *************** Inc.

      A review of the claim file reveals that Sedgwick CMS has administered this claim in compliance with the laws and regulations governing the alleged loss. 

      Sedgwick CMS respectfully maintains that the Better Business Bureau online complaint resolution system is not the proper forum to respond to the allegations contained in ************************ complaint. 

      Again, thank you for the opportunity to respond and clarify,as able.

    • Initial Complaint

      Date:02/24/2023

      Type:Order Issues
      Status:
      Unanswered
      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 am on paid paternity leave for the birth of a child. My employer uses Sedgwick as a leave administrator. I submitted all of the required documents on Wed Feb. 8th to sedgwick. The informed me that their policy dictates they must process my paperwork within 24 hours of receiving it. They did not approve my claim until the following Tuesday Feb. 14th. I did not receive my paycheck like I was told I would by sedgwick on Feb. 16 due to their lack of due diligence. They then informed me that I would receive my check on Feb 24th. They once again have failed to pay me my check. The person who was supposed to work my claim has been off work for over a month and they never reassigned it to another examiner. I have been calling and asking to speak with a supervisor over the course of a month and she is never available at request. I asked for a call back from her on 4 separate occasions and she has refused to contact me. Every single time I have spoken with someone, I get a different story and different answers. No one at that company seems to have any idea of how their own policies work or what they are doing at all. I have now gone a month without a paycheck and I have four children at home to take care of. One of those being a new born. And absolutely no one at Sedgwick cares or is inclined to help at all. I have yet to get an answer as to why I have not been paid yet.

    • Initial Complaint

      Date:02/21/2023

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 daughter was involved in a vehicle collision on November 25, 2022. The driver who struck my daughters vehicle is insured by old republic insurance company, which is managed by Sedgwick, CMS, Inc.A claim was opened on Monday, November 28, 2022. The claim number is 4A221266NB6-0002. My daughter provided her statement to the claims adjuster, ***************************, and we were told that the vehicle would be towed from the temporary towing location to a Copart facility where it would be assessed for damage. Several weeks went by with no response and after repeated phone calls to Sedgwick I finally spoke to ******* who arranged for a rental vehicle in mid-December. After a month, ******* emailed me with a valuation report of my 2008 Saab 93 turbo, Jan 16, 2023. After reviewing the report, it was apparent that they either inspected the wrong vehicle, or never came out to inspect the vehicle as there was glaring misrepresentation about the condition of the vehicle both inside and out I brought this up with ******* and sent him additional pictures to prove the condition of the vehicle, he stated he would send it back for reevaluation as of today, February 21, 2023, I have yet to hear back from *******. I have made repeated calls to Sedgwick, requesting that he call me back, (Sedgwick will not transfer calls directly to its adjusters). I have to request a call back and they have ******************************************************************************************** It has been three months since the accident and I need to get resolution on this matter.

      Business Response

      Date: 02/28/2023

      Thank you for the opportunity to respond to the complaint filed by ****************************** Please note that Sedgwick CMS is not an insurance company.  Sedgwick CMS is a third party claim administrator.  This complaint arises from a dispute related to a claim ***************************** filed against our client, **************** Providers.

      A review of the claim file reveals that Sedgwick CMS has administered this claim in compliance with the laws and regulations governing the alleged loss. 

      Sedgwick CMS respectfully maintains that the Better Business Bureau online complaint resolution system is not the proper forum to respond to the allegations contained in *********************** complaint. 

      Again, thank you for the opportunity to respond and clarify,as able.

    • Initial Complaint

      Date:02/21/2023

      Type:Customer Service Issues
      Status:
      Unresolved
      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 car was involved in a accident with a company that this insurance covers the company that hit my car was the one I work for a delivery driver hit it turning the corner hitting my left side bumper as well as it damaging my suspension on the left side causing the car to drive severely awful the whole front bumper was off the car the company admitted to the accident etc **** insurance agent handling my claim seems to believe that the damages caused by this accident arent from the hit that the driver did even when the company admitted to it an they filed themselves ..hes is hassling me to provide prior accidents on the card when I dont have much receipts of prior old accidents as they were very old an most repairs werent done in a shop if not by people I know who repair or me alone so I dont know how am I suppose to provide that evidence.On top of that my car was deemed total lost due to the suspension an car parts on it that were damaged as he stated but after argueing with the agent on the phone now it seems they are only paying for a new front bumper not the dent it caused when turning nor for the suspension causing it to drive badly.An even speaking to the agent about it an he seems to ignore everything I say an tell me to provide proof of my last accident or he wont release any funds or estimates that were given..I cant get in contact with anyone above him nor him now an if I do he wont be at any help because if I dont have any receipts of a accident that happen a long time ago I wont get my car fixed for the accident that they are suppose to cover.I cant contact Sedgwick auto claims for nothing they never pickup I cant call his supervisor or find a corporate number Its been on going for a month now an its ridiculous how he expects nothing to be resolved unless I get proof of a repair I did with compliance Thank You

      Business Response

      Date: 02/24/2023

      Thank you for the opportunity to respond to the complaint filed by ********************** Please note that Sedgwick CMS is not an insurance company.  Sedgwick CMS is a third party claim administrator.  This complaint arises from a dispute related to a claim ********************* filed against our client, Rent a Center.

      A review of the claim file reveals that Sedgwick CMS has administered this claim in compliance with the laws and regulations governing the alleged loss. 

      Sedgwick CMS respectfully maintains that the Better Business Bureau online complaint resolution system is not the proper forum to respond to the allegations contained in *********************** complaint. 

      Again, thank you for the opportunity to respond and clarify,as able.

    • Initial Complaint

      Date:02/20/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 diamond earring were stolen from our hotel room. This was referred to ******* by our hotel. Formal claim was filed 10/2021. I received a letter they were investigating, spoke with their claims manager. The claims manager will not respond to me. *** emailed him and left him voicemails. I finally contacted Sedgwick directly and the claims manager contacted me and said claim was referred to another manager. When I asked for further follow up I never heard back. Ive subsequently reached out to sedgwick twice with no response. I have email confirmation from sedgwick on my attempts to contact them. thank you

    • Initial Complaint

      Date:02/17/2023

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      Claim Number: ********* ******* driver hit my father in law's car. **** assigned ******* as a claims provider. I submited all the documentation to *************************, including: Photos of the license plate, photos of the damage, driver's license of the responsible, **** contract via email. However, they never got back to me, and they sent me a couple of letters via regular mail saying I have not provided documentation. I called and left message, they never call back.This is a problem with ****, i will also file a complaint against them because this is unacceptable that they are not responsible with the cars they rent.

      Business Response

      Date: 02/24/2023

      Thank you for the opportunity to respond to the complaint filed by **************************** Please note that Sedgwick CMS is not an insurance company.  Sedgwick CMS is a third party claim administrator.  This complaint arises from a dispute related to a claim *************************** filed against our client, Avis.

      A review of the claim file reveals that Sedgwick CMS has administered this claim in compliance with the laws and regulations governing the alleged loss. 

      Sedgwick CMS respectfully maintains that the Better Business Bureau online complaint resolution system is not the proper forum to respond to the allegations contained in ********************** complaint. 

      Again, thank you for the opportunity to respond and clarify,as able.

    • Initial Complaint

      Date:02/15/2023

      Type:Product Issues
      Status:
      Unresolved
      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.
      Sedgwick denied a Workers Comp claim (back surgery, claim 4A221244J340001) because they never contacted the MD for verification. I obtained and faxed the documents to Sedgwick, and had to call them to review the claim. I received a text 3 days later that the claim was approved, however the website continues to show Pending, their Calendar does not reflect the full period of absence, they have sent me two $0 checks but someone has deposited a small sum in my acct. They sent an email with Approval for one day, but I was out for 29 workdays. Sedgwick has not returned over 30 phone calls and has not responded to an escalation email asking for a breakdown of their resolution. I ask that a 2nd level supervisor contact me by phone to provide details of the claim and payments.-Attached Approval Calendars do not encompass the entire period (15 Dec 31 Jan).-Attached document ******* only approves 22 Dec.-Online Dashboard does not reflect any of the info in the attached.

      Business Response

      Date: 02/18/2023

      Thank you for the opportunity to respond to the complaint filed by ******************************** Please note that Sedgwick CMS is not an insurance company.  Sedgwick CMS is a third party claim administrator.  This complaint arises from a dispute related to a claim ******************************* filed against our client, AT&T.

      A review of the claim file reveals that Sedgwick CMS has administered this claim in compliance with the laws and regulations governing the alleged loss. 

      Sedgwick CMS respectfully maintains that the Better Business Bureau online complaint resolution system is not the proper forum to respond to the allegations contained in ************************ complaint. 

      Again, thank you for the opportunity to respond and clarify,as able.

    Sedgwick CMS is NOT a BBB Accredited Business.

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