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
- 307 total complaints in the last 3 years.
- 105 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:02/11/2024
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 combined insurance America left me feeling scammed. I was paying $39.99 a month for disability insurance and was promised that I would receive $1000 for three months if I needed to go out on disability starting January 26th. Unfortunately, due to my open myomectomy surgery, I was unable to work for eight weeks and had to file a claim on January 29th. I submitted my plan of care and expected return to work date my physician even thoroughly filled out an FMLA stating my diagnosis an explanation in regards to why I needed the surgery as part of my disability claim, but when I checked the status of my claim, I found that the claim I submitted was closed. I reached out to the representative, but they couldn't give me a clear answer about what was going on. After some digging, they found that the documents I submitted were under a different claim. They assured me that they would correct the mistake and put my claim under review. But when I followed up a few days later, they told me that it was still under review. I was frustrated because I had already submitted all the required documents, including my discharge papers from the hospital. The representative eventually found my documents and promised to expedite my claim to a supervisor and adjuster. But despite my requests to speak to a supervisor and get the adjuster's contact information. This whole situation is unacceptable, and it shouldn't be this difficult to get the benefits that I paid for. At this point I am concerned about the universal life insurance policy I have with them because if something happens to me will they put my family through the ringer like they have done to me for a $1,000 benefit ? I will be reaching out to my banking institution to put a stop to any further payments until I receive answers , especially seeing that after reading the reviews from other customers I am not the only one who is having this issue. Combined only sent me 1 email in regards to this matter.
Business Response
Date: 02/26/2024
Hello,
Our response letter for this inquiry is attached for your review.
Thank you.
Initial Complaint
Date:02/09/2024
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.
Transaction date for Accident Protector policy: April 8, 2011 Transaction date for additional rider, ******************* Protector added: October 23, 2015.My husband and myself are insured by the above policies. Since the addition of the Sickness Protector there have been MAJOR issues accessing our accounts due to sign on representative errors to file for our yearly reimbursements on both policies. Both policies remain current costing $12,315 since 2011 in insurance payments. Due to the inability to access our accounts, we have been in contact with Combined Insurance more than we have fingers and toes with regard to these issues. We have requested a new representative, been placed with technical support which NEVER correct the situation, denied information for a corporate contact person and have lost out on THOUSANDS of reimbursable dollars. The answers are always the same, create a new email (which I now have 5), send the representative to our home (which can't find her way out of a box), response from the technical team, (we are working on your issue - create another new password - doesn't work - sending up the technical chain - week 2, we are working on it - have you tried creating an new password - we will get back to you - week 3, we are working on it) etc etc etc. For almost 2 weeks, here we are again, with no answers as to what they are working on and why this is so difficult to resolve. I believe I am entitled to the very least a conversation with a corporate head and a conversation to at the very least, get this resolved and a monetary reimbursement for all the years of lost reimbursements, as well as partial reimbursement of policy payments due to the inability of customer support and technical support to resolve this same issue over these 13+ years.Business Response
Date: 02/23/2024
Dear Sir/*****,
Our response letter is attached for your review.
Thank you for your patience.
Customer Answer
Date: 02/23/2024
Complaint: 21270028
I am rejecting this response because:One of the issues is being addressed but has not yet been fully resolved.
Sincerely,
*********************************Business Response
Date: 03/01/2024
Our response is attached for your review. Thank you.Customer Answer
Date: 03/04/2024
Complaint: 21270028
I am rejecting this response because:As stated in Combined's letter dated 03/01/24:
"In addition, **************** Investigations (CSI) was notified by the *********** Representative who spoke with the Customer on February 26, 2024, that he successfully assisted the Customer with creating their online accounts, and that she was able to login."
This I agree with and this part has been completed. With regard to the following statement:
"The Representative further mentioned, the Customer is expecting a phone call from CSI for assistance with submitting a claim. Please be informed that CSI does not handle or review claims. Claims can be filed by phone, fax, through the online portal (***********************************************************************), or by mail. Claim forms and related documents can also be downloaded directly from the self-service portal."
My request was NOT to have assistance in filing a claim, my request was to have a higher up, maybe ***********************, Senior Compliance ************* **************** Investigations (CSI), who has been cc'd on all correspondence. If she is not someone that can make a decision and have a discussion on the lost years of reimbursements lost due to the inability to get this corrected in a "timely" fashion (started in 2018), I would have assumed she would have reached out in the many correspondences to advise who will be in contact with regard to the above. I do believe that a discussion in the least needs to take place with regard to this issue. I can be reached at: ************ Monday thru Sunday from 7:30am until 11:00pm EST. Until such time as this discussion can take place, I do not feel this case should be closed, other than the "technical issues" experienced that has finally been resolved.
Sincerely,
*********************************Business Response
Date: 03/11/2024
We are responding to your correspondence dated March 4, 2024.Customer Answer
Date: 03/18/2024
Complaint: ********
I am rejecting this response because:
To whom it may concern,
Pursuant to a telephone conversation with your customer service/complaint department, my response with regard to the March 11, 2024 correspondence from Combined Insurance did not allow for me to supply an answer on the BBB website. I have requested the case to be re-opened, until such time as all the complaints have been addressed and resolved. I have been instructed to send in my response directly to the above email provided as follows.
In regard to the last submitted correspondence from Combined Insurance, the issue with the technology department, has been resolved. Also, in regard to the correspondence, there was a telephone conversation that took place with the Senior Compliance Coordinator, ***********************. My understanding was she was unable to offer a resolution with regard to the remaining issue of the loss of yearly reimbursements due to technical issues and unreliability of my assigned representative at that time of our conversation and would be addressing this with her superiors to see what resolution could be offered. At the close of our conversation, ************** had scheduled to revisit this conversation with a phone call Monday morning (3/18/24). As of this moment, there has been no response, email or telephone, from **************. I am a patient person, obviously, and am willing to give her the courtesy of a response by then close of this week (Friday, 3/22/24) since I am sure this has to go through several individuals who will be able to make a satisfactory decision.
At this time, this case #******** has NOT been resolved and is to remain open.
*********************************Business Response
Date: 03/29/2024
Hello. Our response letter dated March 29, 2024 is attached.
Thank you.
Initial Complaint
Date:02/05/2024
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.
Combined life Insurance is slow to process claims. They have failed on 4 occasions to pay out transportation incidentals which are included in my policiy.Business Response
Date: 02/13/2024
February 13, ****
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 February 9th, and February 12, ****left a voicemail message. In follow up, a letter dated February 13, **** was sent to the customer. The letter should arrive shortly. Rest assured that this matter has been addressed accordingly.
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 Life Insurance Company of ********
Consumer Service Investigations
Task ID #******Initial Complaint
Date:02/05/2024
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 2 policies with Combined Ins. One accident and one long term disability. I had an accident at work on October 2, 2023 and fractured my right hip that required a total hip replacement. I filed my claim On Oct 10,2023. The claim form was faxed to them, with confirmation that they received it. I also faxed all the documents from my hospital stay 3 times because they told me they could not read them, although they did not bother to let me know this until I called service numerous times asking for information on why this was taking so long,which was no help at all until I told them I was contacting BBB. They then transferred me to claims resolution who got in touch with the adjuster. They did pay that claim on January 19th. They told me they needed the letter from ******** Comp that stated how much I was being paid. I believe I should have been informed months earlier that they needed this letter.I faxed the letter on January 19th and called to confirm that they received it. I have left at least 4 messages for the adjuster asking for updates with no return calls. Once again customer service is no help. I would like to get this claim settled so I can cancel my policies with themBusiness Response
Date: 02/13/2024
February 13, ****
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-- by phone placed on February 7, **** and letter sent on February 12, ****. The letter should arrive shortly. Rest assured that this matter has been addressed accordingly.
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:02/05/2024
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 cancelled my insurance with this company in December of 2023 because I cant afford it, I am on a fixed income and am a senior citizen.Business Response
Date: 02/09/2024
02/09/****
BETTER BUSINESS BUREAU OF GREATER Sent via the online complaint system
******* & NORTHERN ******** INC
**************************************
SUITE 2000
******* ** 60611
RE: BBB Case #: 21247277
Dear Sir/Madam,
We are writing in response to your email dated February 5, ****, regarding the BBB Case Number referenced above.
In response to the inquiry from your office, the Customer contacted the ******************** on December 19, 2023, by phone, to cancel her policy which had previously been renewed automatically each month by way of electronic debits. The ************** Representative advised the policy renewal would be changed from automatic monthly debits to semi-annual mail notice [to prevent future debits]. The Representative also advised to disregard the premium notice that would automatically be generated and mailed due to the billing change. Copies of such notices were included with the inquiry with your office.
Combined Insurance attempted to reach the Customer by phone on the afternoon of 02/08/**** to address her concerns. We left a voice message for her on that day at 3:28:40 PM, and we emailed her (at the email address provided in the inquiry to your office) to confirm her request was processed on December 19, 2023. The Customer replied to our email later that afternoon and asked that we send a letter to her to confirm the policy has been officially cancelled. We replied to her message today to notify she should receive our correspondence within the next 10 business days confirming the policy has been officially terminated.
Thank you for contacting us. If additional assistance is needed, please let us know.
Sincerely,
Combined Insurance Company of America
Consumer Service Investigations
Task #: ******Initial Complaint
Date:01/26/2024
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 had 3 policies with combined insurance since 2018-accident and sickness indemnity, accident, urgent care and cancer aid policy. I was diagnosed with a suspected thyroid cancer in October 2023 and had surgery to remove my right thyroid lobe in November 2023. I started the process of filing sickness and cancer aid claims in October and submitted all my paperwork to combined insurance by beginning of December but I have had no contact from an adjuster since then. There has been no update on the website. I have placed at numerous phone calls to there customer service and was promised escalation of my case twice and even spoke with a supervisor who assured me an adjust would reach out to me to provide some kind of update on my claim. They claim that once all documents have been received related to my claim it should take ***** days. I have been reassured numerous times that all my documents were received so makes no sense why the process has been this lonh and further more I have not been contacted by anyone to say anything else is need from me to process my claim. This company has been received my payments monthly without fail since 2018, so I do not deserved to be treated like this.Business Response
Date: 02/01/2024
Please review the attached response letter for BBB Complaint File # ********. Thank you.Initial Complaint
Date:01/25/2024
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.
On November 10, 2023 I sent in a letter requesting to add my spouse and child to my policies. This letter was the only instructions i was given. I was informed that on November 12, ***************************************************** a few days. At this point I have been made a mockery out of. I was given excuses such as our systems are updating or give it some time to process. At the end of December 2023 I was suddenly informed that a copy of birth certificate was requested. This was the first time I was told such request. I immediately mailed the documents. Of course the games continued, the documents never arrived so I mailed them again. Recently I faxed them and my policy still has not been updated. I need to speak to someone who will take accountability and process my request from the time that I requested it to be activated on November 12, 2023 and stop the games and stop treating customers like this.Business Response
Date: 01/30/2024
Our company's response to your office is attached.Customer Answer
Date: 01/30/2024
Complaint: 21196429
I am rejecting this response because:
I need to be contacted by someone via phone to discuss this situation. I am a paying customer and need to be heard.
Sincerely,
***************************Business Response
Date: 02/06/2024
Our follow-up response is attached.Customer Answer
Date: 02/06/2024
Complaint: 21196429
I am rejecting this response because:I need to speak to someone to resolve the lack of progress in why my request was not dealt with in November of 2023.
Sincerely,
***************************Business Response
Date: 02/14/2024
Our company's response to your office is attached. While we have not yet completed our review of his request, we are replying to your office with the attached letter as your office gave us 7 days to reply. Today is day 7.Customer Answer
Date: 02/14/2024
Complaint: 21196429
I am rejecting this response because:I am still awaiting response/assistance with my request. I did speak with ********************* who is attempting to assist with my request.
Sincerely,
***************************Business Response
Date: 02/22/2024
Attached is a copy of our response to your office. A separate response letter is being mailed to our insured and should arrive during the week of February 26, 2024.
.
Customer Answer
Date: 02/23/2024
Complaint: 21196429
I am rejecting this response because:I will be contacting ****************
Sincerely,
***************************Initial Complaint
Date:01/16/2024
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.
In June of 2022, we had a representative contact our company regarding providing supplemental insurance to our employees. Per this representative's instruction, we must have a minimum of 5 employees sign up for it to become a company-sponsored plan. Several employees, myself included, signed up and filled out the payroll deduction forms to allow my company to deduct from their weekly paychecks. This plan was supposed to be on autopay so deductions were made accordingly. Unbeknownst to us, the representative never submitted the paperwork to Combined, which caused a huge mess for us and our accountant to straighten out with the employees and the **** We have called combined on many occasions and eventually submitted a formal complaint with no response for almost a year later. I also took out a personal policy with this same representative at the same time and was assured that she would handle any issues or claims that I had, "that's what she does for her clients". Since that day, I have received nothing from this representative but a ton of excuses and ghosted on most occasions. Hence, no response from her since February 2023. I then reached out to another company agent in October 2023, who was not local to my area but assured me that she could, and would assist me in getting my claims filed and would handle the process herself to ensure it was correct. After a month of back and forth and submitting every bill/EOB to her that showed what information Combined required, I was then informed that I needed further documentation from my doctor. Unfortunately, it took my doctor's ****** over a month to get me the documentation, yet once received, I contacted the representative as she requested. She informed me that she was traveling out of the country and provided me with the contact information for another representative. I then reached out to this person via text. I received a call, him leaving a voicemail as I was on the phone, later that day from this new rep stating that he was in meetings all day. I responded with a callback, leaving a message. I then followed u later in the day with a text and have sent several texts since asking for assistance. After no response from him since January 9 ****, I reached back out to the rep I was working with in October, with again no response. I don't understand how this company continues to function by treating its paying clients this way, now 3 representatives deep. I have been paying $100 a month for over a year and a half and can not get assistance regardless of which avenue I explore.Business Response
Date: 01/29/2024
Our company's response to your office is attached.Initial Complaint
Date:01/14/2024
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.
Claim# ******** Policy# R8312335. Date filed 09/13/2023. My wife *********************** and myself ********************** filed a claim for a hospital emergency and stay at *************************** in *********, **. We first sent our claim to **************************************************** and it was returned stating not at this address. the address is at the top of the form. So we then contacted them at ************** and was given a address of Po box ************************************** to which we sent the form and weeks later i had to call to see what was going on and was told that they never received it and was told i sent it to the wrong address and they refused to try to find it, so i had to send it again to Po box **** ********, ** *****. A couple weeks later i had to call again as they never call and let you know what is happening. they again told me they could not find the form, but after a long wait they found it and told me they needed a statement from the attending physician and from her employer. So i had all that filled out and this time i had the paperwork faxed to ************ ************** and a couple weeks later i had to call them again (big shock) they said they needed info from ****************** so i had to fax them authorization to contact the hospital. Again no contact so i had to call again to see why they were stalling to resolve this mater. Everyone there kept saying they were sorry and i told them if they just did their job they wouldn't have to say they were sorry. I have been a customer for over 30 years and they have gotten every payment every month and i should not be treated like this. Then just before the end of 2023 they send me a check for $50.00 stating that every 3 years it is sent out on our cancer policy of which we never got one before, the problem with this is that my claim # ******** is on the check. I will not take the bait and cash it and it seams that they are trying to fraud me and my wife out of what is owed to us for this claim. Thank you! *******************Business Response
Date: 01/23/2024
Hello. Our response letter for this inquiry is attached for your review.Initial Complaint
Date:01/07/2024
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 had 4 policies with this company for over 30 years. I paid the premium online in the amount of $97.50 on December 8 and received a confirmation number from Combined Insurance. At the end of December I received notice that my policies were delinquent. I called and explained that the company had accepted my payment and I was asked to send a copy of my bank statement which I did. As of today, my policies are listed as inactive.Business Response
Date: 01/10/2024
Our company's response is attached.
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