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.

close

Find a Location

Combined Insurance Company has 36 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Combined Insurance Company

  Chicago, IL 60631

  
• 

  Combined Insurance Company

  111 E Wacker Dr Ste 700 Chicago, IL 60601-4302

  
• 

  Combined Insurance Company of America

  3959 Electric Rd Roanoke, VA 24018-4562

• 

  Combined Insurance Company of America

  711 Kapiolani Blvd Honolulu, HI 96813-5237

• 

  Combined Worksite Solutions

  12435 Mastin St Overland Park, KS 66213-1822

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:07/02/2024

  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.

  Combine Insurance has NOT RESPONDED to ongoing emails regarding the mishandling of my late sister ************************* insurance policy. Despite repeated attempts to resolve this matter through email communication over the past six months, I have received inadequate responses and have not been provided with pertinent documentation regarding the ability to pay my sister's claim.As the executor of ************************* estate and a licensed insurance broker myself, I am deeply disappointed by the lack of professionalism demonstrated by Combine Insurance throughout this process. The inconsistent communication from your claims department personnel has only exacerbated the frustration and distress of an already difficult situation.I hereby request that ************************* claim be promptly paid in full, in accordance with the terms of her policy. Furthermore, I have initiated a formal complaint with the Wisconsin Insurance Commission to address the mishandling of this claim by Combine Insurance Company.It is disheartening to witness such disregard for customer service and professionalism, particularly in an industry where trust and reliability are paramount. I am fortunate that my clients do not experience this level of service when they require assistance.I trust that Combine Insurance Company will take immediate action to address this matter and provide a satisfactory resolution to ensure that my sister's claim is processed in a timely and respectful manner.

  

  Business Response

  Date: 07/24/2024

  July 24, 2024
  
  Better Business Bureau
  **************************************************************************************
  
  RE:          YOUR ID # ********
  
  Dear BBB Customer Relations Representative:
  
  Thank you for your correspondence regarding your ID Number referenced above.
  
  Please be advised that our ***************** has reviewed the customers inquiry to your office. The adjuster contacted the customer directly via email on July 3, 2024, and by phone on July 3rd and July 11, 2024, regarding the claim.  A follow up response letter was also sent on July 11, 2024- explaining the claim handling in detail.  Today, a Claims manager contacted the customer regarding this matter.  As the release of policy information specifically regarding claims is strictly prohibited and it is our goal to protect all confidential information, 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:07/01/2024

  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.

  May 2023, I decided to enroll in the Chubb Accident insurance through my employer. I never received information regarding how to access my account and forgot about it, until this renewal period in 2024 that I decided to track down the information. I called, and I was bounced around to multiple departments because I had no information for my account. It also doesn't help that although it is a Chubb account, it is provided by Combined Insurance (which was never made clear). I finally got an account number, but again, due to the ambiguity of where my account was, I was attempting to create an account on the wrong website, and despite emailing customer service, never got a clear directive. I finally figured out on my own once I called again what my issue was, but now the ability to register my account online has been having "technical issues" for over a week now. So I am paying for a service I cannot even access and cannot take advantage of (I never was able to get a credit towards having a yearly physical because I never had account information). Chubb/combined insurance needs to do the following:Make clear as to what insurance policy customers have Have their CSAs be trained in order to better direct customers to the correct online provider Fix their website! Technical issues should not last this long.

  

  Business Response

  Date: 07/23/2024

  July 23, 2024
  
  Better Business Bureau
  ***********************************************
  *****************
  
  RE:         YOUR ID #********
  
  Dear BBB Customer Relations Representative:
  
  Thank you for your correspondence regarding your ID Number referenced above.
  
  Please be advised that we have reviewed the details noted in the customers inquiry to your office and contacted the customer directly. Our ************ Portal team reached out to the customer by phone on July 15, 2024 to assist with accessing the coverage via the portal- left a voicemail message.  Another phone call was made on July 17th, again routed to voicemail- the representative left a voicemail message that were reaching out to assist on her concern.  
  
  We would also like to note that a copy of the certificate was mailed to the customer on July 17, 2024. Additionally,our record shows that on July 16th,the customer was able to log in to the portal successfully.
  
  As it is our goal to protect all confidential information, 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:06/25/2024

  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.

  I am a Combined Insurance subscriber with two active accounts, accidental and disability, since 2009. On Jan 4, 2024 I suffered an injury resulting from a fall and ultimately leading to an ambulance ride to receive emergency care at a local hospital. Subsequently 11 days later I needed to be airlifted to a different state for follow up intensive therapies. I was hospitalized for more than 2 months with a spinal cord injury. I filed a claim which was received Apr 5, 2024, assigned as claim #******** along with all supporting documents of medical injuries. On April 23, 2024 I contacted Combined and the representative stated that the claim was received and that it was delegated the claims adjuster *********************. For the best results I should check my online account for current updates. Contrary to this contact no updates online or any attempts to contact me via phone and or email were ever received. May 6, 2024 as well as May 13, 2024 I called and both times I was transferred to the supervisor whom stated the claim would be escalated to *************, the claims adjuster for her to update the claim status and that someone would return my call within 48hrs. I never heard back from anyone. Again on June 6, 2024, I was met with the same dialogue, Your claim has been escalated to the department head and they have been notified to return your call within 48hrs. No reply by June 19, 2024, so I called back again and was routed to a supervisor that assured me that the claim was being escalated and that she was handling all the preparatory work to ensure things went smoothly and expeditiously as someone would be contacting me within 48 hrs. As of current June 25, 2024 there has not been any communication of any type led by Combined insurance. During the entire life of the policies, premiums have been paid and accounts have remained active.

  

  Business Response

  Date: 07/03/2024

  Hello. Please find Combined Insurance's response for Complaint No. ******** attached.  Thank you.

• Initial Complaint

  Date:06/25/2024

  Type:Customer Service 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.

  Ive had a disability policy (# W1313865) with Combined Insurance, through my employer, since 2019. This policy is supposed to cover me in the event I am unable to work. I gave birth to my beautiful son in Feb 2024 and have filed claim #******** since April! I have not once received any sort of update on the status of my claim. Everytime I have called my claims adjuster is either on vacation, in a meeting, or is working on the claim. This is a bold face LIE!!! I recently called and was told my claim would be escalated to a supervisor. I refused to hang up and requested a supervisor immediately. How convenient for them that ALL supervisors are in meetings. This company is a scam. I feel like they are intentionally withholding payments to people because they dont have the funds available to pay claims out in a timely manner. I was out of work for over 3 months and while I was thankfully able to stay above water, I did have to shift funds around to make that happen. I am OWED this money that I have paid into for the past 5 years. It shouldnt take over 3 months to get a response. People shouldnt have to make a complaint on BBB to get a resolution when we are just trying receive some sort of communication. Im absolutely sick of all these companies taking advantage of individuals. We pay for insurance to protect us and when we try to use the benefit that we PAY FOR, we are treated poorly. I need a resolution to my claim IMMEDIATELY!

  

  Business Response

  Date: 07/03/2024

  Our company's response to your office is attached.

  Customer Answer

  Date: 07/08/2024

   
  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:06/19/2024

  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.

  My father opened up a life insurance policy for me through Combined Insurance. In December of 2022 he passed, I was notified by his wife that there was this policy, that she had faxed them his death certificate and that I now needed to contact them and close the account. I contacted them, sent in my marriage certificate (Because the account was in my maiden name), the paperwork to transfer the account from my fathers name into my name, and a letter stating I wanted to close the account. That was all the paperwork they required of me. I confirmed they received this information and that I should be receiving a check for the balance in the account. I never received the check and instead received a bill for $1,988.35. I called the inquire why I was receiving this bill and they said they didn't have ANY of the above information on file. I have spend HOURS on the phone with this company trying to resolve this matter and they won't let me close the account or give me any form of resolution.

  

  Business Response

  Date: 07/03/2024

  Hello. Our response for Complaint File No. ******** is attached. Thank you.

• Initial Complaint

  Date:06/18/2024

  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.

  On May 28, I filed a claim with Chubb Combined workplace benefits after I had a fall. I have accident insurance through Chubb. It has almost been a month now and I have not heard anything from anyone about my claim, and when I call to inquire I get told the same thing, reach out to your claims adjuster. The problem with that is I dont have any contact information for the claims adjuster as no one seems to have that information to give me. Then they tell me they are reaching out to the adjuster and then come back and tell me they cant take my call and have escalated to a supervisor per my request. Yet I still have not hear from anyone. I should have known that this company was going to be an issue as when I originally signed up for the accident insurance it was thru allstate and witched to chubb after the new year, and it took 4 months for them to even give me my policy number. There websites dont work properly so I cant even sign in to view my policy documents. This company is ridiculous and something needs to be done.

  

  Business Response

  Date: 06/28/2024

  June 28, 2024
  
  Better Business Bureau
  ***********************************************
  *****************
  
  RE:          YOUR ID # ********
  
  Dear BBB Customer Relations Representative:
  
  Thank you for your correspondence regarding your ID Number referenced above.
  
  ********************* has reviewed the customers inquiry to your office and the adjuster has contacted the customer directly by phone on June 19, ************ of the claim payment.  A follow up response letter was also sent on June 26, 2024- explaining the claim handling in detail and apologizing for any concern or inconvenience experienced regarding this matter.  

  As the release of policy information specifically regarding claims is strictly prohibited and it is our goal to protect all confidential information, we are unable to provide additional feedback to your office. Rest assured that this inquiry has been addressed.
  
  Thank you for contacting us.
  
  Sincerely,
  
  
  Combined Insurance Company of America
  Consumer Service Investigations
  Task ID #******  

• Initial Complaint

  Date:06/18/2024

  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.

  When we presented the plan, we were informed that we could submit claims and call at any time. However, no one returns our calls or answers them. I have made multiple attempts to contact someone regarding filing claims for doctor's ************* vaccinations, and hospital visits during my last child's birth in 2022, as well as on other occasions. Unfortunately, there has been no response to the contact form on the website. Despite my efforts, no one has returned my calls, and I have been attempting to cancel the plan for over a year. Even the representative who eventually assisted me has been unsuccessful in canceling my plan for the past three months.

  

  Business Response

  Date: 06/27/2024

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

  06/27/2024
  
  BETTER BUSINESS BUREAU OF CHICAGO                                   Entered directly in the online complaint response portal
  ********************* SUITE 2000
  ************;    IL    60611
  
  
  RE:         BBB Complaint Case No.:  21865470
  
  
  Dear Sir/Madam,
  
  Your ************** dated June 18, 2024, has been received and reviewed regarding the Complaint Case No. referenced above.
  
  We emailed the complainant today (at the email address provided in the inquiry to your office) to address her concerns and we explained that we are unable to approve her refund request because the policy has been in force for three years. We also explained that since her spouse is the Policyholder, he will need to contact Combined in writing if he intends to officially cancel the policy, but for now, if the complainant is a joint checking accountholder, she can have the automatic payments stopped on her own (to prevent future debits) by simply calling our toll-free phone number and speaking with a **************** Representative.  She will need to complete a short verification process when she calls. This is the fastest way to ensure that the account on file is not debited again. Our contact information and hours of availability were shared in the email.
  
  The complainant believes a refund is due because no claims were filed, and she contributes her inability to file a claim, to her not being able to speak with anyone at the Company. Please be informed that our *********** Representatives are available from 7:30 AM 6:00 PM Central Standard Time, Monday Friday. All calls are recorded, and a search of the phone #provided in the inquiry confirmed we have no record of receiving a phone call from her. We wish to note that to make it easy for our customers, we offer four separate ways to file a claim (phone, fax, mail, and through the self-service portal). This information was included in our Welcome Package which was sent (three years ago) to the same address that is shown in the inquiry to your office. Our claim forms come with easy-to-follow instructions. Although it appears that a cancellation is forthcoming, we still included claim forms for their perusal just in case they want to file.
  
  We hope our feedback is helpful and that it will allow you to close this Complaint Case as resolved. If further assistance is needed,please let us know.
  
  
  Sincerely,
  
  Combined Insurance Company of America
  Consumer Service Investigations
  
  Task #: 305761

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21865470
  
  I am rejecting this response because:
  One I have not received an email about this. Two Im actually the person that started it in my name shouldve been primary on this policy, but if I need to drag my husband in this I will. There has been no claims filed because you guys dont process anything, there is no way for anyone to get in touch with anyone. Since this has been an existence for three years, I have constantly tried to get in touch with someone through the contact portal on your website calling the phone number where the phone number tells you just to leave a message and someone will call you back and they dont. at this point, I dont even care. I didnt necessarily ask for a refund what I want you to do is cancel my plan thats it. Ive been trying to cancel for years even the gentleman that is helping me right now. Try to cancel. My plan. Isnt getting any help with doing it. so thats why I had to reach out to the Better Business Bureau because even one of your contractors or employees cant cancel the plan. He saw that I was lead on it and again like I said if I need to get my husband in this fine, I dont want to pay for this anymore since I have not been able to utilize it whatsoever and honestly honestly havent even heard from your company rep that signed me up retired two years ago so thats why I havent had anyone to directly contact. Ive been calling random numbers emailing random emails. I finally got somebody because they reached out to me saying that my policy wasnt complete because there was some missing information on it after three years? Your company does not follow through. They dont answer messages. They dont answer emails and again like I said I have someone working on this because theyve reached out to me because they needed more information and thats when I said I have been trying to cancel this policy that also has not been able to get it done. He has sent multiple request. Request to get it done and no one has gotten back to him.

  your company does not follow through. They dont answer messages. They dont answer emails and again like I said I have someone working on this because theyve reached out to me because they needed more information and thats when I said I have been trying to cancel this policy that also has not been able to get it done. He has sent multiple request to get it done and no one has gotten back to him. so I think its convenient that you sent an email today and then responded like that was gonna be enough. I want my plan canceled nothing else will be accepted 
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 07/02/2024

  Dear Sir/*****, 

  Please find our response for the rebuttal outlined below. Thank you.

  July 2, 2024
  
  BETTER BUSINESS BUREAU OF CHICAGO                     Entered directly into the online complaint response portal
  ********************************
  ************;   IL     60611
  
  
  RE:         BBB REBUTTAL Complaint Case No.:  ********
  
  
  Dear Sir/*****,
  
  Your follow-up correspondence dated June 27, 2024, has been received and reviewed regarding Complaint Case No. ********.
  
  We wish to provide feedback to a few inconsistencies in the Complainants rebuttal. The complainant stated that she did not receive an email from Combined Insurance.
  The email which was sent (securely) by **************** Investigations (CSI) is shown in the partial screen capture below. It was sent to the same email address that which is noted in the inquiry to the BBB and is the same email address that we have on file currently on the policy record. To access the message, she will need to follow the instructions provided in the message. She should recheck her Inbox since we received a delivery confirmation message from ********** The message was not returned undelivered.
  
  
  
  
  
  Three years after the fact, the Complainant now states that her name should have been listed as the Primary Insured on the policy.
  On policies where both Spouses are covered, the Primary Insured is determined by age. The Complainant could not be listed as the Primary Insured because her Spouse is older than she is. The Complainant signed her name on the application in the format of HER NAME on behalf of the SPOUSES NAME, and by doing so, she affirmed that she had reviewed the application in its entirety and attested that all the information was accurately recorded.
  
  As confirmed in our previous response letter, we have no record of any emails to the Company, no phone calls to the Company, and no requests of any kind for contact via voice messages from the Complainant.
  We have one phone number on record, and it is the same phone number as that which is listed in the complaint to your office. We searched our records for any phone call recording or emails that would have been received from the phone number or email address on file and none were found. If the Complainant would like to provide us with a copy of her phone call history and/or her email history, we can research her concerns further. If interested, she can mail the information to the address shown at the bottom of this page.
  
  The Complainant wrote that there is no way to get in contact with anyone [at Combined Insurance].
  Our ************** Representatives are available from 7:30 AM to 6:00 PM Central Standard Time, Monday Friday at the toll-free phone number shown at the bottom of this page. We note that the toll-free phone number to Combined Insurance is also listed on our website (www.combinedinsurance.com). Our self-service portal is available 24 hours a day, 7 days a week. We have no explanation as to why the Complainant would not have been able to contact us.
  
  The Complainant referenced that she is working with a gentleman that has been trying to assist her with getting the policy cancelled and that she was contacted by someone who said they needed additional information for the policy.
  The application was approved for coverage three years ago. There would be no reason for Combined to require additional information for the policy. Combined Insurance has neither requested nor referred/sent any agents to contact her. She should provide as much information to the Company about this person if he/she is claiming to be a Representative of, or an Agent with, Combined Insurance.
  A licensed Agent or Broker with Combined would know that only the Policyholder can cancel his/her coverage and they would also know that Agents, Brokers, Contractors, or any Combined Employee is able to cancel coverage for someone else.
  
  In response to the Complainants statement regarding the refund denial (I didnt necessarily ask for a refund what I want you to do is cancel my plan and thats it), we are including the screen capture below as a reminder of what the Complainant referenced as her Desired Settlement in the initial complaint.
  Our decision regarding the refund denial remains unchanged.
  Our previous feedback regarding who can rightfully cancel coverage remains unchanged. Policy cancellations must be requested in writing by the Policyholder. Although she is a Dependent on the policy, the Complainant is not authorized to cancel the policy even though it also insures her.
  
  
  
  Since the Complainant signed her name on behalf of the Policyholder on the Payment Authorization Agreement in June 2021, Management authorized the removal of the policy from the automatic monthly payment plan on Friday, June 28, 2024, to prevent future debits. The renewal change will automatically generate a Semi-Annual Premium Notice that will be mailed to the address on file. The notice serves to confirm the debits have been stopped. The notice can be disregarded.
  
  Please note, we are required to notify Policyholders when a change is made to his/her policy. Because we have not been contacted by the actual Policyholder and a change has been made, a letter was mailed to him last Friday (June 28, 2024) to bring this matter to his attention. We also included an explanation of why the change was made. He should receive our letter within ten business days.
  
  As it relates to the Complainants statement regarding claims, no claims have been filed by either Insured;therefore, there is no way for Combined to determine if benefits would have been paid. We can only assure that if a covered claim had been filed, benefits would have been paid.
  
  As the complainant is not the Owner of her Spouses policy, and as we have already taken measures to discontinue the automatic monthly debits for said policy, no further actions will be taken unless and until we receive written instructions from the complainants Spouse. We trust our feedback for this rebuttal will bring closure to this matter.
  
  Based on the Complainants statement that she did not receive our initial, emailed response, we will mail a copy of it to her along with a cover letter today.
  
  We trust the details provided in this correspondence will satisfactorily address all concerns raised therein.
  
  
  Sincerely,
  
  Combined Insurance Company of America
  **************** Investigations
  
  Task #: ****** (rebuttal for 305761)

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21865470
  
  I am rejecting this response because:

   

  At this point, I just dont care anymore. I told you that I used your portal online submitted a request. I also sent out and tried to call the person that started this claim and thats how I realize that she was no longer with the company. The number on your website or the number that I had and that I was given would go to a voicemail. I left a voicemail. No one would call me back and actually the first time someone has ever emailed me because like I explained to you I never get receipts and I dont care if you give me a refund I just want you to cancel it. I have attached a letter from my husband requesting to be off the plan. Its interesting that you keep going back to saying that I made sure the paperwork was accurate and XYZ but how did I sign my husbands name? How is it that a rep would accept the fact that I would sign my husbands name. Thats why I am saying to you that you were incorrect and that when it was input into the system, it was input incorrectly, but needless to say, I expect from here that he is now requesting to have this canceled. It is in writing with his signature. I will be waiting for that cancellation of the policy and I did not say that I didnt say about a refund what I specified was I dont care about a refund I want you to cancel it so I am not charged for a service that I have I have not been able to use. You know the first time that your company reached out to say that our file was incomplete was this year and it was after the initial email that I received from *******. And when ******* went through the situation and went through the files he saw that my name was there and hes been trying to help me. But no one has been helping him. I have signed over now to Docs trying to get this done. My point is it shouldnt be this hard so thats just away the other three years that weve had the policy, but since Ive been trying and talking to someone and trying to get this resolved , I still cant get it canceled. Thats a problem. And its funny you say that you have a phone call from me on record but the number that you guys have is my cell phone and Im trying to figure out when that call took place because like I said once my agent left or the person that signed me up, I was never assigned to anybody else. I was given a number and thats the number I was calling. Stop trying to make me seem like Im shedding light on your company in a negative way just because I feel like it, I dont wanna be spending 20 something dollars a month for something that I cant use so like I said if you just forget the other three years that I was with you guys and I have complete proof that Ive had someone that works with your company trying to cancel this policy but have not been able to so please answer that. Why cant you let him cancel this policy? Why is it that we have to run through hoops to be able to cancel it , especially with another letter like I said attached that has my husbands signature on it and dated so there shouldnt be anything else you need at this point resolution that this has been canceled 

   

  So Again, you see the letter from him that is his signature and we want to cancel.
  
  -
  
  *********************************

  

  Business Response

  Date: 07/10/2024

  Hello. Below, please find Combined Insurance's response to your correspondence dated July 2, 2024. Thank you.

  July 10, 2024
  
  BETTER BUSINESS BUREAU OF CHICAGO                     Entered directly into the online complaint response portal
  ********************************
  ************;    IL    60611
  
  
  RE:         BBB REBUTTAL Complaint Case No.:  21865470
  
  
  Dear Sir/*****,
  
  Your follow-up correspondence dated July 2, 2024, has been received regarding BBB Complaint Case No. 21865470.
  
  We are writing to your office today to confirm that as a signed cancellation request is on file (signed in the name of the Primary Insured and submitted to your office by the Complainant), the policy (ending in 0191) which was issued in the name of the Primary Insured (Spouse of the Complainant) has been cancelled. No future premiums will be debited from the account.
  
  A cancellation notification letter will be mailed to the address on file today for his records. To avoid confusion in the future, the policy should be destroyed as coverage is no longer provided.
  
  Thank you for contacting us.
  
  Sincerely,
  
  Combined Insurance Company of America
  Consumer Service Investigations
  
  Task #: ****** (flwp for ****** and 305761)

• Initial Complaint

  Date:06/17/2024

  Type:Customer Service 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 been with Combined insurance since Ive been 18 years old, I am now 47, I have accidental insurance with them. I have submitted a claim, and provided them with all the documents necessary on 04/15/2024 I have yet to receive any word back or received any payment . I have emailed and called them 3 times and been told there will expedite it every time I call.

• Initial Complaint

  Date:06/13/2024

  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.

  Been trying to file a life insurance claim and I keep getting told the same thing...that the adjuster is working on it and they will call me....I have not received One call back and I have not got any status update or anything. I just keep getting told the same thing that they need to review it and the adjuster needs more time. It's been since May 31st or something May 21st since I first filed and I think they accepted it June 6th. it is now the 13th of June and I still have not got any status update or anything. Just just the same thing that the adjuster is working on. It needs to review it but they don't need no documents. No further information but they're just not doing anything. It's should be a pretty simple thing, but as I read more reviews on this insurance company, it seems like they're not a good company to go through this was supposed to cover my grandmother's funeral cost and her funeral was 2 months ago already. I called literally every single day and never getting nowhere and never getting no different answer except the adjuster is reviewing. It needs more time and they'll contact me and they never do it's been like 21 days or something.

  

  Business Response

  Date: 06/21/2024

  Our company's response to your office is attached.

• Initial Complaint

  Date:06/10/2024

  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.

  I recently had to change my bank account information due to fraud and I had set updated payments for this my account #********. I made a payment utilizing their ************** on May 29, 2024 in the amount of $30.00 Confirmation #******* and was assured after been on the phone with them for approximatley an hour that my account would continue. I explained to them that their official website was not allowing me to udtate my banking information and they assured me automatic withdraws were in effect. I have been a customer over 17 years and 3 months and this is the worst service the company has had. Whenever you call the ***** be prepaired to be on hold for anywhere from 40 minutes to over 2 hours. On 10 Jun 2024, I discovered that my account was inactive... Great way to treat first responders or just any customers. At the current time I am still on hold with an operator for 28 minutes... I would like to a manager or supervisor that can actually resolve this issue. I would stay away from combined.... horrible customer service. ....

  

  Business Response

  Date: 06/22/2024

  Hello.  Our response for this Complaint Case is below. Thank you.

  06/22/2024
  
  BETTER BUSINESS BUREAU OF CHICAGO                                   Entered directly into the complaint response portal
  ********************************
  ************;    IL    60611
  
  
  RE:         BBB Complaint Case No.:  21828399
  
  
  Dear Sir/Madam,
  
  Your ************** dated June 10, 2024, has been received and reviewed regarding the Complaint Case # referenced above.
  
  Please be informed that we have been in contact with our Policyholder regarding this inquiry. His policy is in force and is paid to its July 2024 due date. In our email to him yesterday, we re-confirmed the same,and asked him to reply to our email to let us know if he was able to successfully log on the self-service portal to view his policy information, but he has not yet responded.
  
  We hope our feedback will allow you to close this Complaint Case as resolved. If further assistance is needed, please let us know.
  
  
  
  Sincerely,
  
  Combined Insurance Company of America
  Consumer Service Investigations
  
  Task #: 303068

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21828399
  
  I am rejecting this response because this business customer service is horrible and beyond words.  I reached out to them & spend well over 1 1/2 hours on the phone going through about 4-5 call takers because no one knew what to do. Horrible customer service & worst experience ever..
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/08/2024

  Hello. Combined's response for this rebuttal is attached.  Thank you.

  07/08/2024
  
  BETTER BUSINESS BUREAU OF CHICAGO                                   Entered directly into the online complaint response portal
  ********************************
  ************;    IL    60611
  
  
  RE:         BBB Complaint Case No.:  ********
  
  
  Dear Sir/Madam,
  
  Your follow-up correspondence dated 07/01/2024 has been received.
  
  Combined Insurance previously responded to the BBB via the online portal (on 06/22/2024) and to the Policyholder via email (on 06/21/2024) regarding Complaint Case No. ********, and although we have taken note of his additional comments, we have no further feedback to provide as ********************** has already been notified of this matter for review and appropriate action.  
  
  Thank you for contacting us.
  
  
  Sincerely,
  
  Combined Insurance Company of America
  Consumer Service Investigations
  
  Task #: ****** (Rebuttal for 306672)