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
- 306 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:04/28/2025
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.
Im a Montgomery County employee in ***************** ********. I purchased combined insurance through our credit union. I was in the hospital from January 16 through February 7.I file a claim on February ************************************************************************************************* it would 5 to 10 business days then they were telling me to call back in 2 to 3 days then they started telling me that they were going to expedite the claim about three or four Times Last Tuesday. I was told by a lady that no matter what I would hear from her by Friday 5 PM, which I did not they just giving me a runaround and I dont know what to do now this claim has been almost 3 months and Im Im needing help to get my claim resolved Ive gotten all the papers from the hospital even the ones that said what was done each and every day Ive also got the bill from the Ive also signed the ***** letters to have my medical information released. Ive signed the ***** letters for my doctors to release my last year of health and what I would have been done to me or seen by the doctors within the last year, theres nothing else for me to do Im still not getting any results so any help that you could give me would be greatly appreciated thanks.
Business Response
Date: 05/09/2025
We are sending our response for BBB Complaint Case # ********.Business Response
Date: 05/12/2025
Hello,
Attached, please find our correspondence dated May 9, 2025.
Thank you.
Initial Complaint
Date:04/27/2025
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 mother has combined insurance cancer policy. She has had it for over 25 years. All of us kids have it as well. Hopefully we dont ever need to use it because combined is impossible to file claims with. My mother used combined in the past with no problem but today is a different story. ******** customer service. Phone calls mysteriously get disconnected. Hard to understand the agents who sound like theyre from *****. We uploaded information to the portal online and it mysteriously gets erased! My mother has stage 4 cancer and dying and has been in hospice care for 4 months. Combined owes us a lot of money on this policy and is playing games! Put on hold, transfer after transfer and we are furious!Business Response
Date: 05/12/2025
Response uploaded 5/17/2025.Initial Complaint
Date:04/23/2025
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 a customer of ***************************************** for 8 years. In the beginning they were great to deal with but the last year every time I file a claim it takes them a long time and it takes many calls to get answers. This last claim for my ongoing cancer claim #******** keeps getting denied even though all the paperwork and doctors notes clearly state I was hospitalized. They're saying that my ER visit was caused by abdominal pain and not the cancer. My physician stated in the notes that the abdominal pain was caused by opioid constipation due to bone cancer. They had given me an e**** and it perforated my bowel and I went septic but when they did the surgery is when they found a large tumor had pushed through the lining. They had to remove the tumor, part of my intestine and give me a colostomy. I was hospitalized for 16 days(11/6/24-11/22/24) and then transferred to a nursing facility for 77 days because being weak from the cancer, sickness and surgery. I've been battling the cancer for 2 years now and it keeps spreading. They have received notes and documentation(which I've had to send 4 times because they keep saying they haven't received it!) from the hospital, surgeon and my primary. All the reports and pathology reports along with photos of my surgical area. The bigger the claim the more they refuse to pay lately and its unfair. I own my own business and have not been able to work in the last few months. They don't hesitate to take my premiums so why don't they pay when needed.Business Response
Date: 05/09/2025
May 9, 2025
Better Business Bureau
**************************************************************************************
RE: YOUR ID #********
Dear BBB Customer Relations Representative:
Thank you for your letter dated April 24, ********************** Number referenced above.
We would like to note that our **************** has further reviewed the customers message to your office and contacted the customer directly. On 5/2/2025, in response to his inquiry,the Adjuster reached out to the customer by phone - discussed the claim and advised of the additional payment processed. And on 5/7/2025, we sent a follow up letter explaining the same. Rest assured that this inquiry has been addressed.
Due to privacy and as the release of policy information is strictly prohibited, 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: 05/12/2025
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:04/22/2025
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 with this company for more than 15 years always paying my premium on time and when i file a claim they do not process it properly which in turns makes me have to call and speak to someone overseas that doesnt understand my problem and still doesnt get it taken care of i have about 4 claims they are refusing to pay because they are not filing under the proper policy and refuse to get management on the phoneBusiness Response
Date: 05/06/2025
Our company's response to your office is enclosed. A separate response letter is being mailed to our insured from our **************** and should arrive at his home within the next 3-5 business days.Initial Complaint
Date:04/12/2025
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 had a cancer policy with Combined since 8/2006 I was diagnosed April 2024 with cancer. I have been in treatment since in June of 2024 I filled a claim in received payment shortly afterwards. I have since then been paid once for chemotherapy. I have had surgeries and continued treatment treatments. I sent all my records to them and they confirmed that they received it in 10/2024 but every time I called them since they have said that they would expedite it but nothing has happened but they will not let me speak to anybody but customer service. I havent sent them anything since then because I havent wanted to confuse them with the rest of the claims.Business Response
Date: 04/30/2025
April 30, 2025
Better Business Bureau
**************************************************************************************
RE: YOUR ID #********
Dear BBB Customer Relations Representative:
Thank you for your April 27, *********************************************** Number referenced above.
We would like to note that our **************** has reviewed the customers message to your office and contacted the customer directly. On 4/16/2025, the Adjuster reached out to the customer by phone and provided a detailed explanation of the claim as well as the payments. A follow up letter was also sent on 4/24/2025 explaining the same. Rest assured that this inquiry has been addressed.
Due to privacy and as the release of policy information is strictly prohibited, 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: 04/30/2025
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:04/08/2025
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 insurance has been cashing my premiums per electronic check withdraw and then notifying me that coverage is cancelled due to non-payment. They have done this 3 separate times now. They were provided a faxed record from the bank itself and mailed certified copies of the payment. They are still saying they did not get them, and when I ask for supervisor am told one will return my call and never does.Business Response
Date: 04/23/2025
Please see our attached response letter to your office. We wish to state that privacy concerns prevent us from sharing specific policy-related and/or billing-related information in this response letter to your office. However, as noted in our attached letter, our insured also filed a formal complaint through the Maryland Department of Insurance. Please assure our insured that we are conducting a thorough review of the matter she brought to our attention, and that we will be providing a detailed response to the state of ******** shortly. Kindly thank her for her patience in the meantime. Thank you.Customer Answer
Date: 04/23/2025
Complaint: 23177339
I am rejecting this response because:It says nothing. It also refers to me as the insured when the crux of the matter is I am not because they terminated my policy. When I asked for reinstatement they used one of my checks with my signed permission as an echeck on 12/30/24 for payment of an initial premium. I received NO communication from them about actual reinstatement, further premiums,etc. Although they had my permission to make automatic debit payments on further premiums they did not. After multiple calls to them over the course of 4 months they asked for proof of paymenton the echeck they used 12/30/24.. They did not like what was faxed by the bank or what they signed for by ****, asking for a personal bank statement. That was then sent.
Sincerely,
******** ********Business Response
Date: 04/30/2025
Attached is our company's follow-up response to your office.Initial Complaint
Date:04/08/2025
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 the executor of this estate my grandparents had policy for my father and their other grandchild. They hang up on me and they are legally responsible for giving my grandmother has paid over ****** to this company and now that she has pass they will not allow access to the policy.Business Response
Date: 04/14/2025
Hello. Please find our response letter for this complaint attached. Thank you.Initial Complaint
Date:04/04/2025
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 1/17/2025. I submitted all required documents on 1/20/2025. My employer and doctor indicated that I would be out of work through 3/2/2025. My claim was finally reviewed 2/25/2025 and I was told I needed to submit paystubs proving I did not get paid while I have been out. I did that same day, crickets. I returned to work on 3/3/2025, called and was advised that they were still working on it. Requested claims adjuster call me. NOTHING. 3/11/2025 I finally get notice that they are paying me, however, only through2/22/2025 and I would need to submit update paperwork. I had to call several times over the course of a couple weeks to say the paperwork was correctly submitted the first time and clear that I was out and returning 3/2/2025. Again asked for calls from adjuster or supervisor. NOTHING. Finally 3/28/2025 a new alert payment processed. Significantly less then it was supposed to be. Called again, again told someone would call me back. FINALLY the adjuster called me and told me I was not entitled to the full amount because the most recent paystub indicated I was working. I explained that we get paid every other week so the pay showing was for 3/3/25-3/8/2025 and they can see that its only 40 hrs. Adjuster just kept stating that I was not entitled. I got fed up and told them I would consult an attorney. Suddenly an hour later I received a call back stating if I proved that I did not return to work until the date claimed on my documents they would give me the rest of the money owed. I called back 3/28/25 asking what they needed for proof ( a letter from my boss? A pay stub showing what it looks like when I work the two weeks?) Lo and be hold no call again. Called 4/1/25 after submitting the original paystub and the next paystub highlighting the differences and a signed letter from my boss. I asked again for adjuster or supervisor to call NOTHING. Just called again, placed on hold then got a automated message to leave a message but there was no name.Business Response
Date: 04/21/2025
Attached is our response to your inquiry and a letter was sent to the Insured under separate cover.Initial Complaint
Date:04/03/2025
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 have paid , timely as required for 18 years to Combined Insurance for accident and disability policies. This began in FEB. Upon trying to process a claim, 3 xs with confirmed faxes...they have said they have not received the information and have fax machine issues. (?) I then took another week to try to get a supervisor...who finally acknowledged receipt of documentation and promised to escalate this issue.We are now unable to get a response , contact or update from anyone. It is now APR.This is the most unprofessional company I have ever worked with. If this is the case, maybe we should then be refunded for the 18) years of payments we were required to timely make and for the security of coverage. I am still unable to contact this company as they are screening by my phone number and no one is available. I think I also need to have a discussion with the state regarding the license of this organization as they are not what they have represented.Business Response
Date: 04/15/2025
April 15, 2025
Better Business Bureau
**************************************************************************************
RE: YOUR ID #********
Dear BBB Customer Relations Representative:
Thank you for your letter dated April 4, ********************** Number referenced above.
Please be advised that the inquiry was forwarded to our ***************** and on April 9, 2025, they spoke with the insured and spouse. The Adjuster advised them of the denial as we have not received medical verification of customer reported injury. On April 10th, the documentation was submitted; however, its the same documentation submitted with the claim. On same day, the Adjuster reached out again; spoke with the spouse and explained that the denial was canceled, and another letter was being mailed. Medical verification of the loss and treatment beginning within first 90 days of injury is required to process claim. The Adjuster advised that we also reached out to the doctor for confirmation of the accident, but if they can obtain this information and send it to us, we can then conclude the claim.Spouse said she will contact the doctor Friday April 11th and thanked the Adjuster for the call. Our communication with the insured will follow shortly.
Due to privacy and as the release of policy information specifically regarding claims is strictly prohibited, 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:04/01/2025
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.
Father passed away July 2023 with a valid insurance policy with Combined insurance in the form of 50,000$. Upon passing, I filed as his next of kin, his insurance claim at which point the company wanted more information as to his heart attack and his inability to recover from said medical issue. After providing details, the adjuster stated only 1,000$ would be paid out since he didnt recover and then pass away from his heart attack. We are still awaiting payment and have made numerous phone calls just for the supervisor and all parties to state a check has been mailed, but still not received. I have made and documented names, dates and times for all people at the company I have talked with and who my husband has talked with to get resolution on this. To no avail, a check and justification as to why the full payment of his policy is not being honored is still not known. We have limited trust and belief in the ongoing resolution to this process. Business has already received all required documents and details as required. Claim number listed below.Business Response
Date: 04/09/2025
Our company's response letter is attached.Customer Answer
Date: 04/09/2025
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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