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:12/17/2023
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 /15/2023 $30 Policy T3164628 Emailed, and then called to cancel after 10 years. Tried to stop it before by a insurance agent and yet it's continued. Well again tried to cancel, was told on the phone they would stop the transaction, yet it was taken out agin!
Business Response
Date: 12/27/2023
Our company's response is attached.Customer Answer
Date: 01/01/2024
Complaint: 21021129
I am rejecting this response because:
The have yet to retun the $30 that was offered to return. As seen in May complaint they never return money after state the will
Sincerely,
***************************Business Response
Date: 01/05/2024
Attached is our response to your January 2, ****, inquiry.Initial Complaint
Date:12/12/2023
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.
trying to not pay always saying they need more info. and when doctors contacted them after 4 months than they pay, now there doing it again for the 3rd time. Ive paid my accidental premium for 44 years and now the last year it seems they come up with excuses not to pay like need more info. and doctors contact them and tell them to take care of it and argure with them untill they pay.Customer Answer
Date: 12/14/2023
File 20999616 can be resolved, please drop. They are working on it. Taking care of it. Thank you.Initial Complaint
Date:12/12/2023
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 Oct 17, 2023 I filed a sickness disability claim. This claim was due to illness suffered on July 18 through Oct 17th. I was out on total disability. I was hospitalized 2x. In ICU and regular room. I had surgery and home care. All paperwork was presented to Combined Insurance. I have paid for my policies (8) for a total of 34 years. I have contacted them several times and have been put on hold & hung up on. I spoke to one person who had advised me that a check was to be released but was awaiting a supervisor's signature. That was almost 2 weeks ago.I have emailed them, and the responses are generic. I have since filed 3 more claims and have not received any response either. This is absolutely ridiculous that a long time client cannot get service especially when I have been so ill.I am owed a significant amount of money especially when my policies state that ICU care is doubled etc. I was out of work due to illness from July 18-Nov 27, 2023. Combined has sent me NO forms or correspondence!Business Response
Date: 12/21/2023
December 21, 2023
Better Business Bureau
******************************** 2000
*******,** 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 contacted our customer. A response letter dated December 20, 2023-- explaining the handling of her claims, was mailed. 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:12/11/2023
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.
Over 30 calls to Combined insurance company for additional long-term disability payments on an accident claim from 9/04/2023. Resubmitted updated forms on 11/08/2023(Dr. patient progress) with estimated date of release. Within those 30 calls several of them where intentionally disconnected while on hold and several where playing the mute ear stating that they couldn't not hear me.My claims adjuster **** has went GHOST since the last conversation by phone and email on 09/01/2023. This is the worst case of communication to get a legitimate claims paid in anyone's lifetime. Monthly policies (2) are paid to Combined Insurance on time since 2008 with the automatic payment deduction from my bank account. This has to be delt with immediately by our **************** and Congressional Staff to hold Combined insurance company liable for their intentional greed and lack of services for which they sold (POLICIES) with I'll intend.In this complaint as the other 200 plus listed here and probably 1,000s that aren't able to do so, I hope and ???? this company gets looked into with a fine tooth comb and the consequences for their actions are judged in the court of law....sooner than later.!!Business Response
Date: 12/20/2023
Our company's response to your office is enclosed. A separate response was mailed to our insured.Initial Complaint
Date:12/07/2023
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 on my cancer policy back in December, 2022 claim #******** and it didn't get paid and I'm very disappointed. I sent in all of the required documents plus the bills from September 2nd and November 10th and the 17th of 2022 and the only thing I got was a $100 for the Anesthesia per the policy. They owe me at least $2000. I have been a policyholder for 12 years and back in 2017 I had a cancer claim and they paid everything in full after providing proof and I shouldn't have to fight and have undue stress for something that I have paid for. I have had issues with this company for the last 3 years and when I call no one understands what I'm saying and they don't have the knowledge it seems to direct me in the right direction speaking of the portal my password and username got lost through them because I have my right info written down I tried for a year and gave up and deleted the app. This needs to be made right or I will cancel my policy and go to the insurance commissioner. This used to be a great company and I had the faith that if I got into an accident or a severe form of cancer that I would be covered now I no longer have that faith in this company and my security is gone. I also contacted them earlier this year and the guy had no clue as to what I was talking about it was like a deer in the headlights unfortunately.Business Response
Date: 12/19/2023
Our company's response to your office is attached.Customer Answer
Date: 12/20/2023
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. Although I have not received the letter of apology or the check yet I am reluctantly trusting the process. I was not left with any contact info either just a message that said sorry.
Sincerely,
***************************Initial Complaint
Date:12/06/2023
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 September 15th my son had a football injury resorting in knee surgery on September 29th. I filed a claim with the company, 10 days later I received a check for the surgery. 3 weeks after the surgery my son was having high fevers, and got admitted into the hospital for infection inside the knee. He caught a staph infection from the knee surgery. He had 2 additional surgeries in the hospital to treat the infection, and was released on Oct 25th. On November 9th I loaded additional documents to file a continuance of the September 29th claim. Its now December 6th, and no approval, of payments has been granted. I had made several calls, and I get the same response every time. Your claim has been escalated to a supervisor but nothing happens. I dont even think talking to a supervisor helps because I have been told the something for a week. Its very sad this company takes your money faithfully, but drags when it comes to payouts. Its very unfortunate. I was told they left my adjuster several messages, and still no response. There has to be a better way to resolve this matter.Business Response
Date: 12/15/2023
December 15, 2023
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. While this appears to be a cross in the mail, the adjustor sent a letter to the customer dated December 15, 2023 responding to the inquiry and explaining the claim handling. 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:12/06/2023
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 member for five years or so, and this has been a very unpleasant experience. First I want to say the case manager assigned to my case is very unprofessional. We call asking to speak to her; we never get an answer from her or a call back. July 13,2023 I had two strokes, ******************************************* totaled in July I suffered from 3 strokes. With the help of my daughter **************** filled for my disability insurance with Combine in July. Once in August they stated the doctors were missing information and needed to add to the claim form. That was completed within days. Never received any response from Combine. My daughter called constantly for updates on the claim and nothing was said. Not till October they stated they needed a **** release form to get extra information from my doctors. My daughter had me fill it out and submitted right away. Since October we have been calling for an update on my claim and been getting the run around. It is now December 6, 2023 I am still being charged for my monthly payments for my insurance plan but Im out of work and not receiving my insurance payments. This is unfair to me and feels like I have been scammed out of money for the past five years or so. I would not recommend this company to anyone and I will tell my coworkers they need to cancel their subscription with this company. They are a scam !Business Response
Date: 12/14/2023
Hello. Our response for this BBB inquiry (Complaint No. ********) is attached.
Thank you for contacting us.
Initial Complaint
Date:12/05/2023
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 submitted on November 2nd 2023 company did not reconize until the 7th of November 2023,,, the company stated there is no additional information needed to process and finalize this but has continously failed to service my claimBusiness Response
Date: 12/14/2023
December 14, 2023
Better Business Bureau
121 ******** Suite 2000
*******, ** 60601
RE: YOUR ID #: ******** AND ********
Dear BBB Customer Relations Representative:
Thank you for your correspondence regarding the two separate ID Numbers, referenced above. As they are related and pertains to the same customer, this letter is our response to both inquiries.
Please be advised that our ***************** has reviewed the details of the matter noted in the inquiry to your office as well as contacted our customer. Claims called the customerleft a voicemail message with the adjustors contact number for a return call. A response letter was then mailed. The letter should arrive shortly. Rest assured that this matter has been addressed accordingly.
As the release of policy information-specifically regarding claims is 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:11/30/2023
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 contacted Combined multiple times in the past 3 months to add a couple policies and all I get are promises that someone will call me within 48 to 72 hours but NO ONE has EVER gotten back to me! I realize employees are hard to come by still 3 months???!!! Combined you need to come up with an alternative way to sign up for policies or to actually have a person from ***************** rather than ***************!!! I just got off the phone after being on hold waiting for a costumer service agent to answer the phone! All she did was give me the same empty promise that someone would call me within 48 hours because she's going to expedite it, ha ha ha. I even asked to a manager but was told it wouldn't do any good as they'd just tell me the same thing she would. I cannot tell you how frustrating this has been!Business Response
Date: 12/11/2023
December 11, 2023
Better Business Bureau
121 ******** Suite 2000
*******, ** 60601
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 contacted our customer regarding her inquiry to your office. Our *********************** Leader reached out to our customer Friday December 8, ******** a message on her voicemail, and then spoke with her Saturday-- December 9th. Rest assured that this matter has been addressed accordingly.
Due to privacy, and 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 #******Customer Answer
Date: 12/12/2023
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:11/30/2023
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 ***************************************** since ****. RecentlyMy wife filed a claim for an injury that she had. The claim number is ********. It has been more than ample amount of time. 4 information to be transmitted to Earth about resolution. I have recently had a complaint with the BBB due to the fact that combine insurance had been neglecting to service My insurance claim . This is seems to be the only way that the company will address the issues that I have. So I am forwarding the information for consideration. Thank you.Business Response
Date: 12/14/2023
December 14, 2023
Better Business Bureau
121 ******** Suite 2000
*******, ** 60601
RE: YOUR ID #: ******** AND ********
Dear BBB Customer Relations Representative:
Thank you for your correspondence regarding the two separate ID Numbers, referenced above. As they are related and pertains to the same customer, this letter is our response to both inquiries.
Please be advised that our ***************** has reviewed the details of the matter noted in the inquiry to your office as well as contacted our customer. Claims called the customerleft a voicemail message with the adjustors contact number for a return call. A response letter was then mailed. The letter should arrive shortly. Rest assured that this matter has been addressed accordingly.
As the release of policy information-specifically regarding claims is 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 #******/******
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