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:04/05/2024
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 paid in full on a cancer policy for 20 years. In Feb. of 2023 Combined Insurance (the company) sent me a letter (attached) congratulating me on my fulfillment of paying the policy in full. Since then I have received three more bills and then the final notice (attached) demanding another payment. Each time I have received a bill, I have spent many minutes (sometimes over an hour) on the phone trying to get the problem remedied. each time I have been assured that the policy has indeed been paid in full and there must be some type of error with billing. Last time, being worried that they would cancel a policy that I paid on for 20 years, I stayed on hold for a manager. After waiting for a very long time on hold, a male manager listened to my concerns, checked and as those before him, assured me that the policy had indeed been paid in full. He then committed to me that the problem was resolved. I asked for an email assuring that the problem was solved which he said he would do so as soon as he heard back from the billing department.I never received any documentation of remediation and now here is a final notice bill. I am so afraid that once they cancel a policy that I have paid faithfully on for twenty years, I will never get it back. please help me. Please help me to get someone at Combined Insurance to care and to remedy this situation so that I don't ;lose my cancer policy that I faithfully paid for. I don't know what else to do??????
Business Response
Date: 04/16/2024
Attached is our company's response to your office.Initial Complaint
Date:04/05/2024
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 started an accident claim with Combined Insurance last November 2023. I submitted all the paperwork over two months ago. I've been calling every week to find out when my claim would be Paid. I talked with many different agents including two supervisors and am being told "just two more days" each time.All but one agent have been of Latin decent and are extremely difficult to understand. I really need this money to help withpast due bills, as I'm healing from a fractured femur and cannot work. Please help me resolve this issue. PC in **.Business Response
Date: 04/16/2024
April 16, 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 9, 2024 to advise of the claim payment. The Adjuster also followed up with a letter dated April 12, 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:04/05/2024
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.
The date of my claim is January 5, 2024. The amount owed thus far is $12,000.00. My disability policy states it would pay benefits on a monthly basis for illness of $1500.00 x 2= $3,000 which I have two policies for the time I am unable to work. They have all documentation and refuse to pay. They keep telling me my claim is under review. My claim has been under review for 4 months which is unheard of. My claim #********.Business Response
Date: 04/13/2024
Hello.
Our response is attached for our review. If further assistance is needed, please contact us.
Thank you.
Initial Complaint
Date:03/29/2024
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 am submitting a complaint on behalf of my husband. He has a sickness policy with Combined Insurance. In 2023 he was in the hospital for a week. I filed a claim for him in October and he has still not been paid. Ive been calling since then off and on for the status of his claim. All they tell me as its been expedited and he should be getting a response soon. I dont know what else to do but to continue to call them. If theres anything you can do with this, Id appreciate it.Business Response
Date: 04/06/2024
April 6, 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 2, 2024, and advised of the claim payment. The Adjuster also followed up with a letter dated April 4, 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:03/29/2024
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 a motor vehicle accident February the 10th 2024. I filed the claim with combine Insurance one week later and have not had any answer provided to me about my claim. The adjuster has not even reviewed my claim and it is all ready a month and a half later. I have called several times and they keep telling me the same thing that my claim is under review.Business Response
Date: 04/10/2024
Our company's response to your office is attached.Initial Complaint
Date:03/28/2024
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 purchased an accident/illness policy from this company in 12/17. I had a cancer diagnosis and surgical treatment for a covered cancer. I provided biopsy proof and a letter from my oncologist on February 16,2024. I have been calling since to find out updates, and had no information or request for more information. The shedule of benefits on my policy states that upon initial diagnosis payout is $5000, upon surviving another 14 days post treatment $45000. Now, after mentioning they are in breach of this contract, I am told to check email for more information. Email states I need to provide more documents but does not specify what. I call again and am told I need to provide HIPPA, medical bills, etc.Business Response
Date: 04/08/2024
April 8, 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 attempted to contact the customer by phone on March 29, 2024, and again on April 1, 2024, to inform about the claim payment. Unfortunately, the Adjuster was unable to leave a voice mail as the mailbox was full. The Adjuster followed up with a letter dated April 8, 2024, sent through ***** explaining the claim handling and apologizing for any concern or inconvenience the customer may have experienced regarding this matter. Our letter will arrive shortly.
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:03/28/2024
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.
We filed a claim for a surgical procedure and total disability in November following an injury. We waited patiently for this to be completed, assuming that there was a delay due to the winter holidays, and then spent the month of January attempting contact to identify the cause of the delay (i.e., did we need to submit additional documentation). We were told at that time that the adjuster, ****************, was "still working on the claim" and were also informed that there is not typically such a long delay. We have received a single phone call from said adjuster, who called us in early February to notify issuance of a partial payment for hospital services. Since then, we have received zero contact despite being told numerous times by customer service that our claim was "being elevated" and "a supervisor will call back within 48 hours". I left messages for adjuster **************** on her direct line (the line caller ID indicated she called us from when she communicated the partial payment) on Mar. 4, 6, 7, 8, 11, 13, 15, 18, and 25 with no response; we have also contacted the "customer service" line multiple times without resolution or follow through on promised callbacks. Meanwhile, Combined continues to debit our bank accounts monthly for premiums on our two policies, which they are not supposed to do when a client is actively disabled. We have had these policies for quite some time and this agency is most definitely not living up to their motto of "making things easy". Most recently, we called customer service on Monday, *****, after another unsuccessful call to ****************; at that time we were again informed our claim was being "escalated" and that a manager would call us back within 48 hours (this did not happen). We have been living on a single income since November and are at a loss as to what else to do at this point.Business Response
Date: 04/05/2024
April 5, 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 1, 2024-- advised of the claim payment and provided further instructions on filing for continuing disability. The Adjuster also followed up with a letter dated April 3, 2024, explaining the claim handling and apologizing for any concern or inconvenience the customer may have experienced.
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:03/27/2024
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.
An alleged representative from Combined Insurance Company took our information and used it without consent and made policies with them. Deductions have been taken out my paycheck . It has not stopped and continues to do so. Without my consent going on three paychecks.Business Response
Date: 04/05/2024
A separate, detailed response letter is being mailed to our customer. However, our **********************'s response letter to your office is attached.Initial Complaint
Date:03/27/2024
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 have been assisting my father, ***************************, who is a policyholder with Combined Insurance on submitting some claims for reimbursement since December 2023. We have utilized their online system to upload the claims multiple times and it is not working. We contacted them and they provided an email we could utilize a link to upload the information. Since then we have contacted them numerous times to check on the status of the claims but nothing has moved on these claims. We also had two claims that were submitted incorrectly as wellness claims instead of cancer claims. We sent messages through their website and they said they would call us but never did. We finally resorted to having my father sign a medical power of attorney to allow me to be able to talk to Combined on his behalf. We mailed the information to them on March 12 and they have repeatedly told me they have not received the information. I have called multiple times to see if they have received it so I can start getting results on the 5 claims we have submitted.Business Response
Date: 04/05/2024
Our response to your office is attached. A separate, detailed letter is being mailed to our insured, which we note in our letter to your office.Customer Answer
Date: 04/05/2024
Complaint: 21494759
I am rejecting this response from Combined because of a couple reasons. First, I was informed by the adjuster that I spoke with that they were having issues with their online claims system and that it was being completely redone. This was never brought up before in any of the inquiries we had with these claims. If their system is not working appropriately, they should notify claimants of this. Secondly, I did not receive any response from them on any of the claims for over three months. The only time they looked into the issue after multiple phone calls and messages through their system was after I had filed a complaint with you. This is not acceptable customer service. Finally when I contacted them regarding mailing in a medical power of attorney so they could discuss these claims with me without my father present, they provided me with an address of:Combined Insurance
************ Services
Po Box 6703
******** ** 18505
Therefore, I mailed this document and copies of all the claims again to this address on March 12. I received it back as not deliverable just this week. When I emailed the adjuster that this was the address I was provided to mail the medical power of attorney, she responded with the address for claims (below) but they did not say what the correct address was for ************ services if the address listed above was not correct. The address they provided for claims was:
Combined Insurance
Claim Department
P.O. Box 6700
********, ** 18505-0700Lastly, my father received letters in January stating they had received his claims and never heard back from them for three months. If these claims were not covered or they needed more information, one would have thought they would have been able to reach out to him of this. The only person that was accommodating and helpful was *********************** who finally processed two claims for my father. My father is elderly and is of the generation that is used to scanning documents, emailing, etc. If this is the kind of service they are providing to their clients that are elderly, this is unacceptable. If I had reached out to you out of desperation, my father would not have received a dime for his claims. The fact that they listed HIPPA as the reason they did not communicate with me is completely inaccurate as more than once my father and I reached out on these claims when we were together. I finally suggested that he sign a medical power of attorney so I could work on this for him when we were not together because we live 150 miles apart.
Our claims have now been resolved or denied but that does not mean they are meeting their obligations to their customers with the service they are providing.
Sincerely,
***********************Business Response
Date: 04/12/2024
Attached is our company's follow-up response to your office.Customer Answer
Date: 04/12/2024
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:03/27/2024
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 claim (#********) with Combined Insurance Company in November of 2023. This was for a critical illness policy on my father. My father suffered a critical illness, covered by his policy, and later died. As the beneficiary, I submitted the necessary documents to file a claim. It is now March 27, 2024 and I still haven't received a call or a check. I called many times to request an update on the claim. They tell me the claim is under review and that I can not speak to an adjuster or the manager of the adjuster. The phone representative transfers me to their supervisor who then documents why I'm calling and repeats the standard response, which is, "I will document your concerns, **** it as urgent and you should receive a callback in ***** hours. I NEVER receive callbacks. My father made premium payments to this company for over 14 years and the lack of concern/respect this company is willing to display during such a difficult time is astonishing! I will continue my pursuit until this issue is sufficiently resolved.Business Response
Date: 04/03/2024
Dear Sir/Madam. *** response letter for Complaint ID ******** is shown below.
04/03/2024
BETTER BUSINESS BUREAU OF *******
121 **************
SUITE 2000
******* ** 60601
Entered directly in the online complaint system
RE: BBB Complaint Case No.: 21494003
Dear Sir/Madam,
We are responding to your correspondence regarding the BBB Complaint number referenced above.
*** **************** been in contact with the complainant by phone and mail regarding the concerns expressed in the inquiry to your office. As claim information is classified as confidential, we are unable to provide details to our office regarding this matter.
If additional assistance is needed, the complainant should contact Combined Insurance directly at the toll-free phone number listed below.
Thank you for contacting **.
Sincerely,
Combined Insurance Company of America
Consumer Service Investigations
Task #: 232360Combined Insurance Company of America
P.O. Box 6703? ********, ************ 18505-0703? ************** ? www.combinedinsurance.com
The ACE ***** of *************
Customer Answer
Date: 04/10/2024
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,
*******************************
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