Complaints
This profile includes complaints for Combined Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 304 total complaints in the last 3 years.
- 106 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/23/2024
Type: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.
Subject: Complaint Against Combined Insurance Dear Sir/*****,I hope this letter finds you well. I am writing to file a formal complaint against Combined Insurance regarding the inadequate payment on a sick pay plus policy I purchased from them in May of 2022.I have been a loyal customer of ***************************************** for over 19 years, during which I have purchased several policies. In May of 2022, I purchased an additional policy for myself and one for my wife. When we filed a claim for my wife's policy due to a sickness that is typically exclusive to women, Combined Insurance failed to pay any amount. Despite numerous attempts over several months to resolve the matter, we were met with continuous delays and eventually, I had to cancel her policy due to their refusal to honor their obligations.In January of 2024, I contracted COVID-19 and was unable to work for approximately two weeks. I promptly filed a claim, which was met with significant delay. After several emails and phone calls, Combined Insurance decided to pay only $100 to cover the cost of my visit to urgent care. However, my policy clearly states that Combined Insurance is to pay me for every day I am unable to work. Despite my repeated attempts to seek clarification and resolution, I have not received any response from Combined Insurance. The last response I received from them stated that they were going to cancel the particular policy.I am demanding that Combined Insurance pay me all the money I have paid them since I first purchased the sick pay plus policy in 2022, as they have failed to uphold their obligations outlined in my policy. I have attached all the correspondence between us, as well as a bill to renew the policy after they canceled it.I request that you take appropriate action against Combined Insurance to ensure that I receive the payment I am owed according to my policy. I am also seeking guidance on how to proceed with taking Combined Insurance to small claims court.Thank you for your attention to this matter. I eagerly await your response and any assistance you can provide.*****************************
Business Response
Date: 04/30/2024
Hello. Our response for Complaint ID No. ******** is attached. Thank you.Customer Answer
Date: 05/01/2024
Complaint: 21613292
I am rejecting this response because: they have failed to provide any real information. They claim to have mailed a response by mail which can take seven business days which would put me past my seven days to respond. They only mentioned the renewal and not the actual case in hand. Combined failed to mention why they did not pay out on the claim which they clearly are in violation of such. I need to have all my money refunded that I paid for this policy that they failed to adhere to.I have emailed COmbined numerous times for them to only now want to mail me back to NO avail. It is frustrating to see these large insurance companies taking advantage of people by billing them monthly then not paying out on claims.
Sincerely,
*****************************Business Response
Date: 05/07/2024
Hello. Our response for the rebuttal from our Policyholder and Claimant is shown below.
05/07/2024
BETTER BUSINESS BUREAU OF ************; Uploaded via the online complaint portal
121 W ******
SUITE 2000
************; IL 60601
RE: BBB Complaint Case No.: 21613292
Dear Sir/Madam,
We are writing in response to your follow-up correspondence dated 05/01/2024, regarding the BBB Complaint Case Number referenced above.
We are unable to release details of the claim involved to the BBB, due to HIPAA regulations. We can, however, inform your office that our **************** responded to the Policyholder/Claimant in writing for the initial complaint and for the rebuttal as required.
Our **************** made several attempts to contact the Policyholder/Claimant by phone but were unsuccessful. The outbound calls were made on 03/05/2024, 03/12/2024, 03/22/2024, 04/14/2024, 05/02/2024 and twice on 05/03/2024. At the time of the calls, the Claimant was unavailable.The phone call documentation indicates voice messages were left and a phone number was included in case the Policyholder/Claimant had questions about the claim handling and/or the claim decision.
Claims response letter to the Policyholder/Claimant for rebuttal will be mailed today. Their recommendation is the Claimant should call the ***************** directly (a phone number was included in their voice messages) so they may provide a detailed explanation as to why benefits are not payable and to answer any questions that the Policyholder/Claimant may have.
We hope the above information will bring closure to Complaint Case No. 21613292.
Thank you for contacting us.
Sincerely,
Combined Insurance Company of America
Consumer Service Investigations
Task #: ****** (follow-up to 283501)Customer Answer
Date: 05/07/2024
Complaint: 21613292
I am rejecting this response because: the last time they responded (combined) they said they were mailing a letter which until this day has FAILED to arrive. Yes, they did call while I was either at work or asleep and when I tried calling the number back a recording comes out saying the number is not valid. That number is ***************, try and call it so you can bear witness that the number does not work. This seems typical now for combined to say one thing and then do another. For example Combined saying they were going to send a letter and then attempt to call and leave a non-working number. Or to sell me a policy claiming they will pay me if I am sick and not able to go to work then NOT pay me!!Please advise how to go about taking them to court - my next step is to go to social media. All i want at this point is the money I have paid combined for this policy in which they have FAILED to honor.
Sincerely,
*****************************Initial Complaint
Date:04/22/2024
Type: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.
Claim #****** for return of premium after 20+ years of policy coverage. I received notification by email on March 2, 2024 that this claim had been started. Multiple phone conversations with customer service have resulted only in promises the "expedite" this claim. No communication initiated by the company at all. No customer service representative has been able to explain the delay in processing, now 51 days and counting.Business Response
Date: 05/06/2024
Good afternoon. Attached, please find our response for Complaint ID No. ********. Thank you.Customer Answer
Date: 05/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. This is acceptable to me as I finally received clarification on this matter from the company after I filed the complaint with the BBB.
Sincerely,
*********************************Initial Complaint
Date:04/21/2024
Type: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 ************************* passed away January 18 2024 . I am writing this on behalf of my mother *****************************. Upon which the mortician contacted combine life insurance company they refused to work with him. We had to use other policy from another company for his funeral service. My mom contacted them twice and tried to get information about collecting the policy. That didn't work they continued to take money from her bank account for his policy. I called and spoke with them get all the paperwork emailed to me. We had doctor fill out information for the cancer policy and the mortician fill out the other and sent it back with copy of death certificate. They took out another payment for his life insurance policy from her bank account. So I again called them in which they said they were sorry and she should be getting a check refund for the money deducted in 7 to 10 business days. So just the other day she received a bill from combine for my dad's life insurance policy. They still owe her money from February and March. Still no life insurance check from them after we did everything they asked. This is awful not only did I lose my father but I am having to deal with this on top everything else. I don't know what else I do any help would be greatly appreciated.Business Response
Date: 04/29/2024
Our company's response to your office is attached.Initial Complaint
Date:04/18/2024
Type: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 flied a sickness claim on 2/24/24,with Combined Ins.Co.i have 3 different policies,T9179441,T9179442,T9179443,Sickness ,Accident and a hospital stay .i pay them ****** a month for these different policies, my claim payment is ******** a month for the period of Six Months which is a total of 1******** Which is due to me ,they state a claim should be processed with in three to four weeks tops ,ive called **************** and even asked snd spoke to several Suppervisors which all say we will email your Claims Adjuster and her Manager and there supervisor a total of six times to resolve this ,and was told they were to expedite this ,still nothing no more Letters from the Company and no response from the Claims Adjuster which her name is ******,im at a loss of what to do nextBusiness Response
Date: 05/01/2024
Hello. Our response for Complaint ID No. ******** shown below.
May 1, 2024
BETTER BUSINESS BUREAU OF CHICAGO Entered directly in the online complaint response portal
121 W ******
SUITE 2000
************; IL 60601
RE: BBB Complaint Case No.: 21596132
Dear Sir/Madam,
Your ************** regarding the BBB Complaint Case ID Number referenced above has been received.
The release of policy information and/or claim information is prohibited, and we are therefore unable to provide any detailed feedback to your office. Instead, we contacted our **************** for review and a response, and we can confirm their ************** to the Insured (dated April 29, 2024) has been mailed by way the United ********************* ******* Our Policyholder/Claimant should anticipate receiving the ************** within the next seven business day.
If further assistance is needed,please let us know.Thank you for contacting us.
Sincerely,
Combined Insurance Company of America
Consumer Service Investigations
Task #: 282874Customer Answer
Date: 05/09/2024
Complaint: 21596132
I am rejecting this response because: I received your response the amount they paid me was 3400.00,8600.00 is still owed to me for my sickness claim# ********
Sincerely,
*******************************Business Response
Date: 05/16/2024
Good morning. We are providing our response to your follow-up correspondence regarding BBB Complaint ID No. ********.
May 16, 2024
BETTER BUSINESS BUREAU OF CHICAGO Entered directly in the complaint response portal
121 W ******
SUITE 2000
************; IL 60601
RE: BBB Complaint Case No.: 21596132
Dear Sir/Madam,
Your follow-up correspondence dated May 9, 2024, has been received.
Our **************** was contacted for feedback; however,due to HIPAA restrictions, we are unable to provide your office with specific details regarding the Policyholders claim. The claim is still under review and a letter from the Adjuster (dated May 15, 2024) has been mailed to the Policyholder which explains that additional information has been requested from one of the medical providers. Their letter should be delivered within the next seven business days.
We appreciate our Policyholders patience and understanding while the Adjuster works to obtain the information needed for further review.
Thank you for contacting us.
Sincerely,
Combined Insurance Company of America
Consumer Service Investigations
Flwp Task #: ****** (282874)Customer Answer
Date: 05/21/2024
Complaint: 21596132
I am rejecting this response because:
I have made my payments in a Timely Manner,but have not received my Claim Compensation in a timely Manner. As per there most recent letter i have not even been given a date for my due compensation . This has not been dealt with in a Professional
Sincerely,
*******************************Business Response
Date: 05/24/2024
May 24, 2024
Better Business Bureau
***********************************************
*****************
RE: YOUR ID # ********
Dear BBB Customer Relations Representative:
Thank you for your correspondence regarding your ID Number referenced above.
Our ***************** has reviewed the Policyholders follow up inquiry to your office. The Senior Adjuster contacted the Policyholder by phone on May 22, 2024 to discuss the claim, but was unable to speak with him;left a voicemail message regarding the claim as well as invited to call the ***************** directly at the phone number provided for any additional questions. A follow up response letter explaining the claim handling in detail was also sent today.As soon as the additional information requested from the medical provider is received and the review is completed, our ***************** will contact and advise the Policyholder accordingly. We extend our appreciation for his continued patience and understanding.
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 #******Customer Answer
Date: 05/29/2024
Complaint: 21596132
I am rejecting this response because:i have called my Provider with my Dr. ************** who connected me to the Medical Records Dept.upon speaking with them they Stated that the Records they asked for was given to them on May 20th.I received a payment of ***** to cover the intrest on the Compensation that I should be receiving from them again this has been going on since February of 2024 ,I have Diligently been Paying for the three Policies every month.I have enclosed the Last Letter that i have received from them .I have contacted them again and spoke to a Claims Supervisor to which stated they are awaiting for My Providers Response,again that has already happened to which i feel they are stalling to make Payment to me
Sincerely,
*******************************Business Response
Date: 06/06/2024
Hello. Our response (for follow-up BBB Complaint ID No. ********* is attached.
Thank you.
Customer Answer
Date: 06/14/2024
Complaint: 21596132
I am rejecting this response because:I received your emsil message due to a medical emergency,i could not get back to you ,Ive called Combined again and spoke to a Claims team Representative and was told that they are still waiting for a Response from my Medical Provider upon talking with them they stated that they have Responded to Combined.I asked Combined Claims Representative again and was told that they are still investigating ? All my information was complete to what my Claim Form asked for . Im still waiting for an update from Combined ,Again this Claim was Submitted in February so ill just have to wait for them to RespondThnk you again for your help and feedback
Sincerely,
*******************************Initial Complaint
Date:04/16/2024
Type: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 filed a sickness claim 2-22-2024. When I called 3-5-24 at 8:50 am to see if all the information Combined needed to process my claim was in order I was told a paper was missing .As the call continued the rep said she found the missing information and everything was in order .I called back at 11:30 to make sure everything was correct & in order I was told by rep **** everything was fine and he would send my adjuster ******* a note to contact me & update me on the status of my claim .No one contacted me. I called back 3-12-24 at 11:20 am for an update from rep ****** He said he would contact ******* to get back to me .I did receive a form letter email the next day that my claim was under initial review.On 3-14-24 I also received an email apologizing for the delay& that my claim would be expedited & would be contacted as soon as the review was complete .On 3-19-24 i called ,talked to ********* Asking to talk to a manager he said he would contact the manager & that he emailed him about my concerns with my claim ,after a 22 min. hold he said adjuster was contacted & would be in contact again .And my claim would be escalated again. Calling back 4-9-24 and talking with rep ****** she left message with ******* & with a manager to escalate my claim again ! This is completely unacceptable to me as a policy holder .I have reached out numerous times to make sure everything that is needed is on file to process the claim ! I am wondering if ******* is a real person since I have been told she would reach out to me many times with only 1 email response . I have been given the runaround about managers at combined too, with reps telling me there are no managers all reps are managers, the manager will be made aware of my problem, they do not have direct phone lines & the fact I have never been able to speak to a actual manager. One last item is I filed a claim for a ER visit on 3-20-24 the claim was paid 4-10-24 the call 4-9-24 that my claim would be escalated WRONG ONE !Business Response
Date: 04/26/2024
April 26, 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 details noted in the inquiry to your office and responded directly to the customer. The Adjuster contacted the customer by phone on April 18, 2024, apologized for the delay in processing and advised of the claim payment. A follow up letter dated April 23, 2024 was also sent, explaining the claim handling and apologizing for any concern or inconvenience the customer may have 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 accordingly.
Thank you for contacting us.
Sincerely,
Combined Insurance Company of America
Consumer Service Investigations
Task ID #******Customer Answer
Date: 04/26/2024
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:04/15/2024
Type: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 been a customer of ********************************************* for a few years now. In November of 2023, i submitted a claim regarding an injury that put me out of work for the better part of a week. Since November I have heard absolutely nothing from Combined Insurance regarding the claim, and I have made several attempts at getting an update by calling the number provided to me. Each call yields the same end result: Were sorry, were pushing your claim through to our adjuster, we are expediting the process, you will see payment within the next 2-3 business days. Most recently when *** tried calling in an attempt to cancel my policies (on which Ive never once missed a payment) its was We are undergoing a system upgrade, please call back in 1 hour. Calling back in 1 hour would not have done much for me, considering at that point their office would be closed. I would like to see the claim money that is being wrongfully withheld from me, but at bare minimum be able to cancel my policies through them!Business Response
Date: 04/24/2024
Hello. We are responding for Complaint ID No. ********. Thank you.
Initial Complaint
Date:04/13/2024
Type: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 had surgery on 2/22/24 and filed a claim online with Combined Insurance on 2/25/24. I have had a policy with them for 20 years and they provide recovery income following outpatient surgery $750 per month. Have had no problems in 20 years until this claim. Paperwork was filled out by employer and the surgeon when I went back to get cast put on on 3/6/24. Documents were uploaded on 3/6/24. A phone call was made to Combined Insurance the day after uploading all the documents to confirm they had received the documents, which they confirmed they did. They said it would take 2 weeks to process the claim. In 2 weeks I started making daily phone calls to Combined Insurance to get updates and was told something different each time. Finally we received a check for ****** on 4/5/24 covering only 2 weeks. On a phone call, Combined Insurance claims they only were going to pay for 2/22/24 through 3/6/24, for the dates of totally disabled, even though the surgeon wrote on the form no use of left arm from 3/6/24 to 5/22/24. I am an auto technician and my employer has nothing for me to do one-handed, therefore I need coverage through 5/22/24. Combined has failed to resolve this dispute even with doctor's and employer statements saying I am unable to work. Policy #T6916331, claim #********.Business Response
Date: 04/25/2024
April 25, 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 details noted in the inquiry to your office and responded directly to the customer. The Adjuster contacted the customer by phone on April 17, 2024 and advised of the claim payment. The Adjuster also followed up with a letter dated April 22, 2024, explaining the claim handling and apologizing for any concern or inconvenience the customer may have 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 accordingly.
Thank you for contacting us.
Sincerely,
Combined Insurance Company of America
Consumer Service Investigations
Task ID #******Initial Complaint
Date:04/12/2024
Type: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 am due money for being off work from a injury that happened at work. I filed the claim the same day it happened which was February 01, 2024 and have been paid for only ***************** visit and the follow-up after. I am due payment per my sick pay plus account that I have yet to receive. This is now 2 months and 11 days and all I am getting is the run around. I have been calling the past 3 almost 4 weeks since I have submitted follow-up documents and resubmitted previous documents. I am constantly being told that the claim is being escalated to a supervisor and the adjuster, that I would get a call back within 48 hours and that I could call back and speak with the previous representative only to be told by a new representative that they can't located the representative or I can't be transferred. At this point I am beyond frustrated with the run around that I am getting and need a solution to my issue. I have all documentation since the day of my injury.Business Response
Date: 04/22/2024
April 22, 2024
Better Business Bureau
*************************************
*******, ** 60601
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 details noted in the inquiry to your office and responded directly to the customer. The Adjuster contacted the customer by phone on April 17, 2024 and advised of the claim payments. A follow up letter dated April 19, 2024 was also sent, explaining the claim handling and apologizing for any concern or inconvenience the customer may have 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 accordingly.
Thank you for contacting us.
Sincerely,
Combined Insurance Company of America
Consumer Service Investigations
Task ID #******Customer Answer
Date: 04/23/2024
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. I just hope going forward if I need the services of this company that it doesn't take 66 days to be resolved when my premiums are up to date and I have all the supporting documentation in as requested.
Sincerely,
******************Initial Complaint
Date:04/09/2024
Type: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 two policies with combined insurance, in March 2022 I paid both both policies in full. I spoke on the phone with a representative who told me the balances were paid and there was no outstanding debts. In March 2024 I received a bill for a loan that was apparently taken out at some point and has been accruing interest; after hours on the phone with a representative today (4/9/2024) I was able to find out the initial loan was for $10.34, with an interest accrued of $*****. At no point was I made aware of this loan. On their website it has no information about this loan, in fact I had to make the payment over the phone because I couldnt online as it said there was 0 balance. When I called and I asked why I wasnt informed and why, if there was a loan amount due I was not sent a bill for 2 years, I was told I should have known and contacted them to make a payment. They could not answer why I didnt receive a bill for 2 years, and why after 2 years I was now receiving one. I asked for the interest accrued (*****) to be waived given I was not made aware of any loan and would have paid it off when I paid off the policy had I known. They refused to waive the interest. I have paid the full bill to avoid accruing more interest but believe I am owed a refund of the interest accruedBusiness Response
Date: 04/23/2024
Hello. Our response is attached for your review.
Thank you.
Customer Answer
Date: 04/23/2024
Complaint: 21550784
I am rejecting this response because:No documentation was shown that they communicated this loan was due years ago, as they claim. And indeed when I spoke to a representative while trying to resolve this (prior to my BBB complaint) they confirmed that nothing was ever sent. Due to the fact that no communication was ever sent and years went by without any bill being sent while combined racked up interest I remain unsatisfied with this response.
Sincerely,
***********************************Business Response
Date: 05/01/2024
Hello. Our response for the Policyholder's April 23rd rejection is shown below.
May 1, 2024
BETTER BUSINESS BUREAU OF CHICAGO Entered directly in online complaint response portal
121 W ******
SUITE 2000
************; IL 60601
RE: BBB Complaint Case No.: ********
Dear Sir/*****,
We are writing in response to your follow-up correspondence dated April 23, 2024, regarding the BBB Complaint Case Number referenced above.
On the same day that our April 23rd response letter was uploaded to your office, we also responded directly to the Policyholder by email. Our response to the Policyholder was sent to the same email address as shown in the complaint which was filed with your office. In addition to our response letter, we provided copies of two notification letters which were mailed to the Policyholder at the address on file at the time of the mailings (one in October 2021 and one in March 2022). The letters were not returned to the Company by the United ********************* ****** as undelivered mail, and we therefore presume they were received. Although the Policyholder maintains that she did not receive any communications from the Company regarding the indebtedness against her policies, our records show otherwise.
We will resend our April 23rd email with the previously sent correspondence to the Policyholder today and we will reconfirm that we are unable to refund any part of the premiums,APLs (Automatic Premium Loan), and/or interest paid towards her policies.
We hope the above information will bring closure to Complaint Case No. ******** as our decision remains unchanged.
Thank you for contacting us.
Sincerely,
Combined Insurance Company of America
Consumer Service Investigations
Task #: 257569Initial Complaint
Date:04/09/2024
Type: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 filed a claim March 6 2024 and was informed my claim would be reviewed within 10 business days well today is April 9, ********************************************** I am given the run around and not given correct premium information and feel overlooked I finally was told today that case manager ************************* is reviewing my claim and this was only told to me after I stated I wanted to file a complaint I had been told several times that my claim would be escalated and a manager would contact me well this never happened and it's been over 2 weeks I pay for this insurance in case of a accident and now a accident has happened and they're not honoring my policy basically they giving me the run around and ignoring me im fed up and need this matter addressed immediately can you please advise I look forward to hearing from you soon thank youBusiness Response
Date: 04/17/2024
Our response letter to your office is attached.Customer Answer
Date: 04/17/2024
Complaint: 21550297
I am rejecting this response because:
Sincerely,
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