Complaints

This profile includes complaints for United American Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  United American Insurance Company

  3700 S Stonebridge Dr McKinney, TX 75070-5934

  
• 

  United American Insurance Company

  Springfield, IL 62703

• 

  United American Insurance Co

  4400 Lindsey St Bowling Green, KY 42101-0560

  

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.

• Initial Complaint

  Date:05/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Me and my fianc obtained automobile insurance with United American in January 2025 through an insurance broker that the buy here pay here car lot uses. We insured a 2003 ****** tundra and a 2018 ***** impala( the car bought at the buy here pay here). The broker sent in all the documents, my fianc ***** set up automatic payments to come out. We made a payment the day we got the car, and the on the same day every month the 22 nd United American took out monthly payments for February, March and we thought Aprils payment was also taken out. Neither myself or ***** has received any mail, emails or phone calls from either the insurance company or the broker. I called the broker this morning about a something else and when he called me back he said I never got any notification either, I was like huh what are you talking about. He said your car insurance was canceled in April 2025. I was like what, what do you mean, we have been Paying every month it comes out automatically and neither me or ***** has gotten any type of mail or any other communication from the company that we were at risk of being canceled. The broker called a supervisor at the company and was told that we were canceled because they wanted a copy of the registration for the impala, which they did get that when we purchased the car, and they never sent any letter, email or phone calls to either myself or ***** requesting this information, we would have sent it immediately. The broker said that he also never received any notification about us being canceled and was told by another one of his broker partners that this company has had a lot of complaints about them not sending consumers any notifications. Broker also told me that they issued a refund in the amount of ****** but ***** looked in his checking account and there is nothing refunded, when the broker talked to the supervisor he said they just mailed it out to us on the 19 th, as of now we have not received anything. We should have never *** cancel

  Business Response

  Date: 05/09/2025

  
  

• Initial Complaint

  Date:12/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  6 month ******** supplement premium ($2,069) was paid on 5/16/24 representing pre-payment for 6/1/24 thru 11/30/24. Insured (***** K. ******) passed away on 10/18/24. Executor notified United American on 10/22/24 (1st request) of her passing and requested a refund of the unearned premium. Was told that check would be issued within 30 days. Contacted again (2nd request) on November 26, 2024 and was told that someone in policy services would contact by telephone. Contacted again on December 10, 2024 (3rd request) and again was told policy services would contact by telephone. Contacted again on 12/20/24 (4th request) and again was told policy services would contact by telephone. Contacted again on 12/27/24 (5th request) and again was told policy services would contact by telephone. Total time spent on hold between all 5 requests was in excess of 60 minutes

  Business Response

  Date: 01/06/2025

  Our office appreciates the opportunity to address this concern.  According to our records, ******** Policy ********* was cancelled October 18, 2024. Unearned premiums in the amount of $488.70 were refunded on December 11, 2024.  If that refund has not been received, please reach out to me at **********************************

• Initial Complaint

  Date:12/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  cannot get any answers or help so filing a complaint Help? We cannot sign into our accounts, We have not received any notices of email monthly payments since June of 2024 and to call is a hassle because of the wait! Can you please remedy this mess as soon as you can. Alklow us to sign in to both of our accounts, Send us the email monthly confirmation for the 12 months of 2024, reply to our questions and concerns as soon as *********** wife's information is as follows:******* A ****** ********* 01/21/1951 *************************************** ***** ********** seeking ************************ my information is as follows: ***************************** ********* 05/23/1945 ********************************************************************************** ********** **************************

  Business Response

  Date: 12/18/2024

  008201275, ********* We would like to thank ******* ****** for reaching out to our office about this matter.  on December 9, 2024 I responded responded directly to their

  email advising that both policies were current and that someone would reach out to them regarding online access. If the insured has not received that assistance, I would appreciate their letting me know at **********************************.

  Customer Answer

  Date: 12/18/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had a cancer policy with *** since 8/12/09, policy #*********. Im supposed to receive a good risk benefit check every five years if I havent had to file a claim, which I have not, actually never. Their agents advised me there had been a check mailed to me on 8/06/24, never received by me. Then they advised me another check had been mailed around the end of August or first part of September, never received by me. Its hard for me to believe that two checks were lost in the mail in a two month period. This sounds very bogus to me. Im exhausted trying to get this worked out. I have never missed a monthly payment or even been late on one in fifteen years. Their phone number is ************. I guess I need help. Maybe I should contact the State Insurance ************************, since their home office is in ********, *********** ******** ************************************************ ************

  Business Response

  Date: 10/15/2024

  **** *****
  Legal Affairs Specialist
  ************** - Phone
  ************** - Fax
  **************************** -Email
                                                                          October 15, 2024                                                             
  
  Via: Service portal
  Better Business Bureau
  ******-*******-*************
  *********************************************
  *****************
  
  RE:     BBB File No.             22407549
             Complainant:            ***** ********
  
  To Whom It May Concern:
  
  This letter is in response to the Better Business Bureau complaint that was received by United American Insurance Company (United American or the Company), regarding a complaint filed by ***** ********. Ms. ******** stated that she has a cancer policy since 8/12/2009, policy #*********. She was supposed to receive a good risk benefit check every five years and has not had to file a claim, and further states in which she has not.
  
  The agents advised her that they mailed her a check on 8/06/2024 and then advised another check had been mailed around the end of August or first part of September but has never been received.
  
  Since Ms. ******** has not received the second check our representative has put a stop pay on that check. All checks have been mailed to the address on file which is the same address included on the complaint. A new check is currently being processed to be reissued and will be mailed by October 17, 2024.
  
  Should you have questions or need additional information,please do not hesitate to contact me.
  
  Sincerely,
  
  **** *****
  **** *****

  Customer Answer

  Date: 10/16/2024

  Advising the BBB that I received a statement that *** has mailed a 3rd check to my address. Not sure if I believe them because this has been going on since 8/6/24. Well see if that check ever arrives.. they have my correct address. Ill believe it when I see it.

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

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 personally tried contacting the lady they keep saying is over my grandmother *********************** nursing home policy and the lady never answers for me my mother nor the nursing home and I feel there is something fraudulent going on when it has been months we have been calling rose campus and she will not respond

  Business Response

  Date: 09/10/2024

  We appreciate ****** reaching out to our office and would be happy to review this matter with *********************.  Please provide the grandmothers policy number.

• Initial Complaint

  Date:02/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 mother ************************************, born on june 21 1938 passed away on July 22, 2023. She had a policy with Globe Life. I am a beneficifiary, ***********************************. I live in *********. I requested numerous times for Globe Life to give me a bank transfer as ********* does not cash out of country checks anymore. This is a policy adopted by all ********** banks as of 2022. I have no way to get the money left to me that my mother paid for in her policy. I need a bank transfer, not a check. They are essentially keeping my mother's money in her policy by not attempting to issue me the money in a means necessary for me to be a benficiary. I would like this resolved by a one time bank transfer to the execption of the rule. A lot of banks outside of ******* do not accept checks anymore. Not everyone who is a beneficiary lives in *******.

  Business Response

  Date: 03/05/2024

  We would like to thank ******************************* for reaching out to us about this matter.  We have determined that this is a United American policy and should be reclassified.

  The initial benefit check payable to ******************************* was mailed to an address in IA.  I will reach out to the ***************** to see if it is possible for the funds to be electronically released, and provide an update shortly.

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  United insurance took money from our checking account each month to pay our health insurance coverage. We switched to another company effective January 1, 2024. They took $220 out of our checking account on January 4, 2024. We called and they said they had no record of this money. We sent a letter from our credit union verifying that they had taken this money out. The first two letters we sent they said they had no record of receiving, even though we had emails that said they had received it. On their emails they said they will respond within 2 to 3 business days. The last email we received from them took 10 days. I believe they are stalling and do not keep very good records. I have the emails and the letter from our credit union (Mountain America) to verify all this. What do I do now?

  Business Response

  Date: 03/05/2024

  We would like to thank *************************** for reaching out regarding this matter. According to our records,policy ******* lapsed as of January 1, 2024 following the last premium that was received was on December 4, 2023. For premiums drafted after that date,the insured will need to contact their Union Representative.

• Initial Complaint

  Date:12/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 completed and requested to cash surrender my life insurance policy. I completed the form on Nov 2 2023. They acknowledge receiving it and requested to give them 30 days. I have but the can not tell me the status of the check. Please help.

  Business Response

  Date: 12/12/2023

  We would like to thank *********************** for reaching out to us about this matter.  The check was reissued, and the insured has confirmed receipt.

• Initial Complaint

  Date:10/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 a cancer policy with United American Insurance under number ********* for myself and my spouse. I have submitted a claim for myself this past week. Now the policy shows as cancelled on their website. I have sent in several email messages to **************** regarding status and no response. I received an email today asking me to complete a questionnaire about this cancelled policy under a different person's name and asking for a higher premium. None of this makes sense since I don't know who that person is. I have tried calling four times to customer service department and I get cut off. I need answers and someone to answer their phone at **************** center.

  Customer Answer

  Date: 10/03/2023

  The company is now responding to my emails and they are working to resolve the complaint.

  Customer Answer

  Date: 10/09/2023

  The company finally responded that their ****************** reviewed the premium amount and they changed the amount to $65.00 per month for insured ******************************* since ************************************* has been removed now that her  benefit has been paid.   Customer ****************** will not understand that the premium was $44.00 for each of two insured totaling $88.00.  So the premium for one insured should continue to be the $44.00 that ****** has been paying.  The new premium amount for him of $65.00 is an increase not a decrease.  They do not appear to understand that fact.  

  Business Response

  Date: 10/19/2023

  We would like to thank ************************************* for reaching out regarding this matter. Due to a premium decrease in the ****************, the new premium should be $44 per month. Any letters referencing any other premium amount can be disregarded. The policy is currently set up for automatic bank draft. The overage will be refunded and the correct amount will be deducted for the November premium due.

  Customer Answer

  Date: 10/19/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Called several times using my cell phone but each time after verifying my information including the policy number. The phone went dead. I finally called using my landline and call went through as before and I actually spoke with someone who told me that they would have someone call me concerning my issue. No one ever did.

  Business Response

  Date: 08/28/2023

  We would like to thank ********************** for reaching out to us.  I had attempted to reach him by email several times, and today was able to talk with him by phone.  Our office will forward a claim form to him for completion.  Upon return of the completed form the claims process will begin to determine if there are payable benefits. ******************