Complaints

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

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• 

  Combined Insurance Company

  Chicago, IL 60631

  
• 

  Combined Insurance

  1033 East Turkeyfoot Road Suite 105 Akron, OH 44312

• 

  Combined Insurance Company Of America

  7951 E Maplewood Av #100 Englewood, CO 80111

• 

  Combined Insurance Agencies

  720 Saint Joseph Dr Saint Joseph, MI 49085-2429

• 

  Combined Insurance Group

  4439 Cox Rd Glen Allen, VA 23060

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:06/27/2025

  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 bought Combined accident insurance before a big ski event I was registered in and the policy was valid at the time of my race (March 07 2025). I unfortunately broke my tibial Plateau in several places. I have several X-Rays/ Cat scan/ MRI that clearly show the broken bones. This company has promised resolutions multiple times and I get ghosted at every deadline. Please help.

• Initial Complaint

  Date:06/20/2025

  Type:Order 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.

  Combined insurance covers my accident /sickness/life insurance policies. While they are diligent about removing the deductibles from my account monthly, they are lack luster about paying out claims under covered sicknesses. Over the past few years they have become very slow with review of the claims. It can take over a month for it to even be reviewed. The portal that you use for submission is glitchy at best. Calling to talk to representative is not helpful either. I am wondering how they managed to maintain a positive BBB rating as I see many complaints involving their services. I had 2 outpatient procedures during the month of April and it is now mid June. **** have promised call backs from adjusters and I have received none. They have changed dates of receipt of the claims in their portal as well. They want to collect money from customers and never pay out on the coverage they advertise. I need answers from this company or they can say goodbye to collecting from my account any further.  

  

  Business Response

  Date: 07/01/2025

  Our company's response to your office is attached. In addition to the attached letter, a separate response letter is being mailed to our insured in order to discuss what we have stated in our attached letter to your office.   

• Initial Complaint

  Date:05/29/2025

  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.

  Combine Insurance is the absolute worst to file a claim with. They never return your call, Ive called 18 times on the status of my payment. I was off for 8 weeks. Ive been back to work for over 4 months. Now after the 18th phone call they tell me I need to file a different paperwork. After 4 months!!!!! They want you to give up so they dont have to pay! Ive NEVER been late on my payment. EXTREMELY FRUSTRATED with this company run and find a different one. In fact Im currently looking for one myself.

  

  Business Response

  Date: 06/12/2025

  June 12,2025
  
  Better Business Bureau
  **************************************************************************************
  
  RE:          YOUR ID # ********
  
  Dear BBB Customer Relations Representative:
  
  Thank you for your letter dated May 30, ********************** Number referenced above.
  
  Please be advised that the customers inquiry was forwarded to our ***************** for review, and they have contacted the customer directly.  On June 10, 2025, the Adjuster reached out to the customer by phone- left a detailed voicemail message regarding the status of the claim as well as advised to submit the information needed for consideration of additional benefits.  The Adjuster also invited the customer to call back for any questions.  A follow up letter was mailed to the customer today in response to the inquiry to your office, advising the same.  
  
  Due to privacy and as the release of policy information specifically regarding claims is strictly prohibited, we are unable to provide additional feedback to your office.
  
  Thank you for contacting us.
  
  Sincerely,
  
  
  
  Combined Insurance Company of America
  Consumer Service Investigations
  Task ID #******

• Initial Complaint

  Date:05/29/2025

  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.

  My employer recently changed supplemental insurance companies and those who decided to stay with Combined were no longer able to have their premiums deducted from their payroll. I chose to stay with Combined and communicated with Combined directly to set up deductions from my bank account. On 04/10/25 I emailed our contact at Combined and asked why my authorization form that I completed back in 02/24/25 had a draft date of the 15th of each month in the amount of $74.20 (critical care $22.34 + disability $3.14 + accident $48.72 were the figures given to me); however, Ive had different payment amounts come out on different days. Here is what has hit my account as of 04/10/25:03/27 - $52.78 03/28 - $27.34 04/01 $27.34 04/02 $3.14 On 04/11 I received a response email explaining that the amount previously given to me were incorrect, what the 03/27 & 03/28 debits were for and that I would be refunded the 04/01 & 04/02 charges. I watched my account for a few more days and notified them on 04/16 that no refunds had been credited back to my account. I was then told that the refund would come via check and not be credited back to my account. On 05/07 I reached back out as no check had been received. Combined responded that they processed my refunds and asked for a bank statement copy to prove that the I hadn't received them. I provided this to them on 05/08 and expressed my frustration. On 05/09 i received a confirmation email on my bank statement and was told the following "I will work with our premium accounting department about this and give you an update once they respond." As of today, 05/29 I still have not received any type of update from Combined nor have I received my refund in overcharged premiums (check or ACH into my checking account). They've also continued to debit my account for my premiums in full.

  

  Business Response

  Date: 06/10/2025

  Hello. Our response for Complaint ID ******** is attached.

• Initial Complaint

  Date:05/23/2025

  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 was diagnosed with cancer 12/3/2025 I filed a claim one for cancer lump sum and one for when I was off for treatment. They denied both of them saying its pre-existing no it wasn't they just want to go off of a biopsy date 11/5/2024 which clearly isn't a diagnosis date. And they did that because my policy kicked in 12 /1/2024. I requested my policy paperwork since November 2024 they never sent it until April same time I got denied. So I file an appeal 45 days later they call me to tell me it's still denied due to it being preexisting so I said why would the one that covers my paycheck be denied the lady said because it's preexisting to because it's related to my cancer. So she reads the clause in my policy and to me as many times as I requested my policy paper work and they kept saying it was emailed to me which it never was emailed to me I got it same time I got my denial letter so to me it seems like they legitimately wrote that clause in there so they didn't have to pay me because first off a biopsy isn't a diagnosis. Its to get a diagnosis. in their clause they put preexisting means a condition for which a covered person received medical advice or treatment within 12 months proceeding this certificate but what's even more odd is that it is the only typing that's not aligned up like the rest of the paperwork is which shows that it was typed in at a later date then when the policy was printed and that's why I received my policy paperwork same time I received my denial. I was paying ***** every 2 weeks from December till now. I didn't know anything was wrong with me till 12/3/2025 when they diagnosed me yes I knew they took a biopsy but wasn't diagnosed till 12/3/2025. The way y'all worded it is to s**** people over just like you did me and take their money. 

  

  Business Response

  Date: 06/09/2025

  June 9, 2025
  
  Better Business Bureau
  121 W Wacker Suite 2000
  Chicago, IL 60601
  
  RE:          YOUR ID #23368533
  
  Dear BBB Customer Relations Representative:
  
  Thank you for your letter dated 5/24/2025 (Saturday) which we received on May 27, 2025 (May
  26th was a Holiday)  regarding
  your ID Number referenced above.
  
  We would like to note that our Claims department has reviewed the
  customer’s inquiry to your office and contacted the customer directly.  On June 3, 2025, the Adjuster reached out to
  the customer by mail and advised of the determination based on the further review
  of the information submitted to us and the language of the policy. Rest assured
  that this inquiry has been addressed.
  
  Due to privacy and as the release of policy information
  is strictly prohibited, we are unable to provide additional feedback to your
  office.
  
  Thank
  you for contacting us.
  
  Sincerely,
  
  
  
  Combined Insurance Company of America
  Consumer
  Service Investigations
  Task ID #484440

  Customer Answer

  Date: 06/11/2025

   
  
  Complaint: 23368533
  
  
  
  I am rejecting this response because: i believe yall denied me then wrote in the preexisting condition then finally sent me my policy 6 months later! I requested and requested my policy paper work and I have messages where I was told it was still being typed up back in December then yall deny me in March then send me my policy where its clearly typed up different then the rest of the policy do I need to get an attorney? Because any other insurance company sends you your policy couple weeks after signing up not after you get denied!
  
  
  
  Sincerely,
  
  
  
  Deanna Hunyadi

  

  Business Response

  Date: 06/26/2025

  June 26,
  2025
  
  Better Business Bureau
  121 W Wacker Suite 2000
  Chicago, IL 60601
  
  RE:          YOUR ID #23368533
  
  Dear BBB Customer Relations Representative:
  
  Thank you for your follow up letter regarding the customer’s additional message as
  it relates to your ID Number referenced above.
  
  We wish to state that privacy concerns prevent us from sharing specific
  claim-related information in our response to your office.  As such, we will not mention the insured’s
  name in this letter to your office.
  
  In response to the Insured’s concerns about the policies, our record
  shows the fulfillment package for each policy was prepared and mailed electronically
  to the Insured's email address on file.  For customers that opted in for eFulfillment
  (electronic fulfillment), once a policy is approved/released by Underwriting,
  it triggers an email that is sent to the customer advising that their policy is
  available to view on our Combined Self-Service portal.  Please note:
  The Insured is a registered user on Combined’s self-service portal and policy
  documents are readily available for viewing online in the meantime.
  
  As it relates to the claim and as explained in our Claim department’s 6/3/2025
  prior response to the Insured- medical advice or treatment was received on 11/5/2024
  which is within the 12-month preceding the 12/1/2024 issue date.  And based on this, the Insured’s loss was
  categorized as pre-existing and the claim was denied under both policies’ Pre-existing
  Condition clause.    
  
  Due to privacy and as the release of policy information
  is strictly prohibited, we are unable to provide additional feedback to your
  office.
  
  Thank
  you for contacting us.
  
  Sincerely,
  
  
  
  Combined Insurance Company of America
  Consumer
  Service Investigations
  Task ID #491511/
  484440
  

• Initial Complaint

  Date:05/15/2025

  Type:Billing 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.

  Over the past twelve months, Combined Insurance has been trying to collect duplicate payment from me. I have made multiple attempts to clarify my payment history and confirm that my account was up to date. Despite providing documentation showing all payments were made on time, I have continued to receive repeated demands for duplicate payments. Most concerning, I was even threatened with policy cancellation unless I submitted an additional payment that was not owed. This ongoing issue has been frustrating, time-consuming, and has eroded my trust in the companys billing practices.

  

  Business Response

  Date: 05/28/2025

  Our company's response to your office is attached. However, as noted in our attached letter to your office, please let our insured know that our ********************* Team is currently reviewing her entire payment history since May 2024, and that they will be providing a very detailed response to all of the concerns she raised. Thank you.

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23331875
  
  I am rejecting this response because:

  I did receive your letter dated May 5, 2025, which prompted me to send another letter on May 22, 2025. In the May 5 correspondence, you acknowledged errors in your prior communications and billing history. However, you did not issue any refunds for the overpayments that resulted from those acknowledged errors.
  To clarify the sequence of events:
  In your letter dated April 18, 2024, and your follow-up email on July 9, 2024, you claimed my March payment was returned unpaid. However, in your May 5, 2025 letter, you corrected this and acknowledged the actual missed payment was for April 30, 2024. On April 27, 2024, I made a payment intended for the April 30 due date, which was incorrectly applied to my March 30 bill, a bill I had already paid.
  I was billed twice in May 2024. On May 1, an unauthorized draft was withdrawn from my account, which you later applied to the April 30 bill, already paid on April 27. I contacted Combined, and your representative assured me this payment would apply to my May 30 due date, and that my next billing would occur in June. Despite this, another draft occurred on May 15, 2024, which was applied to the May 30 due date, a payment that had already been made through the unauthorized May 1 draft.
  Although I requested a refund for these duplicate and unauthorized payments, my request was denied multiple times. A partial refund was finally issued on July 9, 2024. However, you then backdated my policy to June 30, using this refund as justification even though it pertained to the unauthorized and duplicated May 1 draft. This action was inappropriate and misleading.
  In July 2024, two payments were drafted on July 17 and July 28. You claimed the July 17 payment covered the June 30 due date (due to the July 9 refund), and the July 28 payment covered the July 30 due date. I disagree with this explanation, as the refund should not have impacted the standing of my current policy.
  On November 13, 2024, I was notified of a reversal for the October 30, 2024 payment. However, my bank confirmed that the payment was successfully processed, and it also appeared as processed in your service portal. Still, I was informed on December 12, 2024, that the November payment had not been drafted due to the October reversal. To correct this, I made a duplicate payment of $110.02 to cover both October and November dues.
  On January 20, 2025, I was notified of another payment reversal this time for the December 30, 2024 due date. Again, my bank confirmed successful processing, and your portal reflected the payment as completed. I subsequently made another $110.02 payment on February 4, 2025, to cover both the December and January payments.
  On March 10, 2025, I received another reversal notice this time for the February 28 due date. As with prior incidents, my bank confirmed the payment was processed and your portal showed it as completed. I made a duplicate payment on March 25, 2025, to address this.
  Despite providing bank statements and screenshots from your own service portal confirming these payments, I was repeatedly asked to resubmit documentation.None of the payments were ever reversed or refunded to my account. ******* has consistently confirmed that all payments were successfully processed and never returned.
  On April 16, 2025, I contacted your office to confirm receipt of my bank statements. During this call, I was again asked to resubmit documentation,which I declined. I spoke with a supervisor named ******, who acknowledged that the billing discrepancies were due to errors on Combineds part and that these errors affected multiple customers. I asked why ****************** had not proactively notified me, which could have saved me considerable time and stress in submitting documentation and making repeated phone calls.
  Based on this experience, I have lost confidence in Combined Insurance. After ten years of maintaining this policy, I feel disappointed and disillusioned by the repeated errors, lack of accountability, and continued denial of valid refund requests. I believe this constitutes bad faith practices and raises serious concerns about the integrity and reliability of your billing and customer service processes.
  I am requesting a full audit of my payment and billing history and a refund of all overpaid or duplicate charges. I also request written confirmation of your findings and any corrective actions to be taken.
  
  Sincerely,
  ******* ******

  

  Business Response

  Date: 06/06/2025

  Please see the attached.

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23331875
  
  I am rejecting this response because:

  First, in your recent communication, you mentioned uncertainty about whether I received your May 5 letter. This clearly shows a lack of attention to detail, as I stated in the very first sentence of my response that I did receive that letter. This is a perfect example of the ongoing pattern of disregard and poor communication Ive experienced.
  In your recent correspondence to Better Business Bureau, you stated that a letter was sent to me and that everything was rectified. That is simply not true. While your letter acknowledged mistakes in billing and included an apology, no refund has been issued for the overpayments that occurred.
  Combined Insurance has drafted funds from my bank account multiple times on dates that were not authorized. My account was set up for automatic drafts, yet the company withdrew funds outside the agreed schedule without my consent. Despite bringing this to your attention, there has been no effort to return the money that was improperly taken.
  This is not just an issue of poor serviceit is a clear violation of trust and consumer rights. One of your own supervisors acknowledged that the billing problem was on Combineds end effecting other customers.However, instead of resolving the issue, your company offered only apologies without any meaningful action or restitution.
  What I am bringing to the attention of the Better Business Bureau is not just a billing dispute, but the larger issue of unethical business practices. Combined Insurance has consistently shown an unwillingness to take responsibility for their actions. One of your own supervisors admitted that the billing error was on Combineds part, yet this acknowledgment has led to no resolution or reimbursement.
  After over ten years as a paying customer with automatic draft set up on my account, I ultimately had to cancel my policy due to these ongoing billing problems. I cancelled my policy and walked away without receiving anything in return, including the money that was overdrawn from my account.
  I believe ***************************************** should be formally investigated for these practices. This situation has caused significant inconvenience and financial loss, and I feel I have exhausted all reasonable means of resolution.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/12/2025

  Type:Billing 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 wife and I opened a cancer insurance policy in November of 2004 for which the contract stated that we would receive a return of all premiums at the end of 15 years if we never made a claim on the policy. In 2019, when the 15 years of time had elapsed, during which we paid all premiums and made no claims, I contacted the company about receiving the return of premiums, the agent told me that I had to pay another 5 years which we did. That time again elapsed without us making any claims and I contacted Combined Insurance again in December of 2024, stating that we wanted to end our policy and receive the return of premiums stated in the contract. However, we never received the premium return and Combined continues to withdraw the premiums of almost $50 per month from our checking account. They have done this every month in 2025 from January thru May (current month) even though I called again in February and March of 2025 telling them to stop taking the premiums from our bank account and to send us our refund as per our contract. Each person from Combined Insurance that I have talked to, including 3 people today who my daughter spoke with on the phone, have not been able to tell me why we have not received a return of my premiums or why they continue to deduct a premium from my checking account, especially when the opening lines of the contract say in bold print "No Premiums Due After 20 Years" and it has been several months over 20 years.I have been trying to be patient. However, more than once, including today with my daughter, I was told by the agent on the phone that we would receive a call back from someone who would resolve this issue and each time a return call never came. I am now planning on pursuing legal counsel because the company is not willing to give me an explanation or stop withdrawing money.

  

  Business Response

  Date: 05/22/2025

  Attached is our company's response to your office. A separate, more detailed response has also been mailed to our insured, as we note in the attached letter to your office. The letter to him was placed in our outgoing mail today, May 22, 2025.

• Initial Complaint

  Date:05/07/2025

  Type:Order 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.

  Ive been a loyal customer of ***************************************** since the mid-1990s. Unfortunately, my experience in recent years has been awful.Preface: I work in IT. Claims Ive submitted through the portal never appear to reach Combined (last few years). This year I was locked out of the system for just about a month and spent at least 40 on the phone and emailing support. ***- the quality of their phone systems is TERRIBLE! Meanwhile, I wasn't able to submit my claim and was repeatedly told to use the portal. It was incredibly frustrating. I had to create a new account using my WORK email to resolve the issue. I figured this out myself- no help from Combined. Then the claim for $500 reimbursement was denied. It is for a $24,000 procedure performed under general anesthesia at ****************************** (7 hrs from home) for a rare medical condition. Combined has refused to categorize this as surgery, even after I submitted detailed documentation. I requested an appeal, which was denied. I received no letter, no email, no portal updatenothing. I had to reach out myself to get an answer. When I submit emails to the portal I don't receive a copy of my email anywhere. No paper trail. No record of what I uploaded to the claim. It's a shady business practice- not wanting anything in writing. The portal is nothing but inaccurate/missing information. The policies are scanned in a page at a time, all with the same title of the *** file. Terrible user experience- I have a video! File names should be identifiable and unique. It is embarrassingly (for them) not digitally accessible- that's a whole other conversation. The accordions on the claims page don't work properly either. I have screenshots showing incorrect info, sending me to non-existent pages, stating claims that were denied were paid.A claim I submitted last Thursday and again on Monday is missing. No record on the portal. That is why I'm so fed up. This experience has severely damaged my trust in the company.

  

  Business Response

  Date: 05/23/2025

  Hello. Our response for Complaint ID ******** is entered below.

  05/23/2025
  
  BETTER BUSINESS BUREAU OF GREATER                                            Entered directly onto the online portal
  ******* & *********************
  ************************
  SUITE 2000
  ************;    IL    60601
  
  
  RE:         BBB Case No. 23301964
  
  
  Dear ******************** are writing in response to your correspondence dated May 9, 2025, regarding the Better Business BureauCase number referenced above.
  
  The Insureds concerns involve a claim, and we are unable to release protected information to your office. Instead, we, ***************** Investigations (***)), contacted our **************** for assistance regarding this matter, and we asked them to respond directly to the Insured to address her concerns. With their letters dated May 20, 2025, Claims provided responses for two different claims (one response for the claim # ending in 136* (for the Insured). The second response letter was for the claim # ending in 742 (for the insureds child). Both letters have been mailed. The Insured should allow seven business days for the letters to be delivered by ****.
  
  *Please note, the Adjuster phoned the Insured on May 14, 2025, and left a voice message advising of the payment for the claim # ending in 136.
  
  We apologize for any inconvenience and/or concerns that may have resulted from the claim delay.
  
  If additional assistance is needed, please let us know.
  
  
  Sincerely,
  
  Combined Insurance Company of America
  Consumer Service Investigations
  
  Task #: 478135

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23301964
  
  I am rejecting this response because the root cause of the issues is not being addressed.  The issue is much bigger than two claims I am trying to get paid. I did receive payment for the one claim, but I haven't seen any resolution on the other claim. Supposedly something will come in the mail, but I'm not holding my breath.

  Right now, on the Combined website, it is showing the last correspondence with Combined on that claim is 3/4/25. That is not accurate. We have been corresponding back and forth, yet there is no record of that from the consumer side of things. I've uploaded several documents. I've emailed support several times. No record of that anywhere.

  The consumer view in the Patient Portal is vague, at best. The accordions are broken on the page. Take note of the date all of those claims were processed (image shared). To view "Policies" do not go to "Policies", go to "Documents" instead. The policy page is blank (image shared). Then when you get to see the policy page, you get to guess what file name contains the page you are looking for (image shared). This is not *** compliant. If you don't know what that means, look up Title 2 Digital Accessibility. This law fell under *** originally to minimize barriers for others, but is now getting called out even further. While the focus is on education and government for now, EVERYONE should be following these principles. Your Web people should know this.

  The consumer should be able to view the process of how a claim is being processed with full transparency. There should be a "paper trail" and there isn't. That's not ok. I have wasted countless hours trying to navigate through the claim process. I had to create a new account because no one could fix my old one. And then, to top it off, once I was finally able to submit the claim, Combined says it isn't being covered because insert and dissolve isn't the same as cut and remove. 

  I loved Combined and always spoke so very highly of them. Not anymore. Even the response to this claim shows they have no idea what is going on. They addressed a single issue of many issues mentioned. Not good enough.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/03/2025

  Our company's response is attached. Our **************** will also be reaching out to her shortly, as noted in our attached response.

• Initial Complaint

  Date:05/01/2025

  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 called my supplemental insurance company to ensure my injury would be covered and ensure claim was filed properly and told i be paid. the company took over 30 days to even move or review the claim when it was brought to their attention they were violating NC 30 days to process claims and brought to their attention they denied my claim and stated it fell under something else other then what had occured. refused to communicate with me after several attempts to get information on status cause if they had looked at informed me they needed additional information i would of gotten it to them prior to all this. failure for them to communicate and discuss information with the consumer is poor business and service especially when you been told you are covered just to find out they deny it

  

  Business Response

  Date: 05/09/2025

  Our company's response to your office is attached. 

• Initial Complaint

  Date:04/28/2025

  Type:Order 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.

  Been dealing with this company over ********************************************************************************************** out for the first half i have credit cards piled up and bills to pay that normally would have been paid off if i was still working..: but unfortunately i am injured and out from work right now and i am depending on this company to supplement my income so i can continue paying my bills on time but it seems as though that wont happen because my bills are due in less than two days and they still havent processed anything i want to avoid interest charges and I'm tired of them giving me the run around. can someone help me figure it all out not exactly sure if what they owe me or the pay out but i did give an estimate thank you.

  

  Business Response

  Date: 05/16/2025

  May 16, 2025
  
  Better Business Bureau
  **************************************************************************************
  
  RE:          YOUR ID #********
  
  Dear BBB Customer Relations Representative:
  
  Thank you for your letter dated 5/2/2025 regarding your ID Number referenced above.
  
  We would like to note that our ***************** has further reviewed the customers message to your office and contacted the customer directly.  On 5/2/2025, the Adjuster reached out to the customer by phone and left a voicemail message advising that the claim has been processed and benefit paid.  And on 5/12/2025,we sent the customer a follow up letter in response to the inquiry to your Office and advised the same. Rest assured that this inquiry has been addressed.
  
  Due to privacy and as the release of policy information is strictly prohibited, we are unable to provide additional feedback to your office.
  
  Thank you for contacting us.
  
  Sincerely,
  
  
  
  Combined Life Insurance Company of ********
  Consumer Service Investigations
  Task ID #******