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: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 tried multiple times to access their portal to file a claim from a computer. It only works 10% of the time and I have tried from multiple computers. The ********* in the middle of the screen just spins and will never let you sign into the portal. Their app is worthless as you can't file anything but a wellness claim through there. I have filed multiple complaints. I keep getting someone who doesn't speak English and tries to talk to me about the app. However, they don't have access to the app so they have no idea what I'm talking about, and on the first call, he had no idea you couldn't file a claim that way. They are wasting my time. It has always been a problem getting paid from them, I believe this is just another way for them not to pay. I just want the issue resolved so I can file claims. I would like contact from someone who knows what they are doing.
Business Response
Date: 12/13/2023
December 13, 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 our ***************** has reviewed the details of the matter noted in the inquiry to your office as well as contacted our customer. We spoke with our customer by phone on December 5, 2023. Per her request, we called her again on December 7th to further discuss additional information,but we were unable to reach her. Another phone call attempt on December 8th was unsuccessful. We then sent an email.In follow up, we mailed a letter today-- 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 prohibited, and it is our goal to protect all confidential information, we are unable to provide additional feedback to your office.
Thank you for contacting us.
Sincerely,
Combined Insurance Company of America
Consumer Service Investigations
Task ID #******Customer Answer
Date: 12/16/2023
Complaint: 20938374
I am rejecting this response because:my complaint is with the portal. Yes they take forever to pay but the problem is filing claims. The person that called didnt speak English and wouldnt listen or just couldnt understand what the issue was. He said he would call back the next day and didnt. The app is useless and I had to explain to him how the app works as they dont have access to it. All calls are recorded, so maybe before you respond you should listen to the calls.
Sincerely,
*************************Business Response
Date: 12/22/2023
December 22, 2023
Better Business Bureau
121 ******** Suite 2000
*******, ** 60601
RE: YOUR ID # ********
Dear BBB Customer Relations Representative:
Thank you for your follow up correspondence regarding your ID Number referenced above.
Our ***************** has reviewed the additional details of the matter noted in the inquiry to your office and contacted the customer by phone on December 19, 2023, but was unable to reach her. A letter was mailed dated December 21, 2023. The letter should arrive shortly.
We would like to note that we have attempted to contact the customer three times today, as a follow up and in an effort to resolve this matter. As the voicemail was full, our ****************** representative attempted to reach the customer a third time in which the customer answered and stated that she was unavailable to take the call at the time.
As it is our goal to protect all confidential information and due to privacy, 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:11/29/2023
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 had two policies with them for 18 plus years Policy Numbers: R9319543 and R8484089 I have never missed a payment. we recently closed a bank account and changed everything, i tried adjusting on line, and due to a payment in transaction it would not allow me to change it. I called customer service and they put in the new account and was supposed to take out the old. They never did. the month of october and november never were paid, there was zero contact by email, mail, phone, nothing to alert me. My husband noticed it did not come out of the account and we called and i was refused reinstatement. I have had these policies for 18 plus years, my new account was in the system. Why was the account not utilized? I want them both reinstated immediately.Business Response
Date: 12/12/2023
Please see the attached pdf. Thank you.Initial Complaint
Date:11/29/2023
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.
An adjustor called me right before the holidays. She advised me how much I would be receiving but she also stated that the check could not be sent to my bank because the number or something was wrong with my account. It was either the phone number was wrong or there was a technical difficulty. Either way this company receives my payment on time every month. Why am I having such difficulties getting through to this company? Example: long extreme call waiting, cannot access my account, still have not received my payment. Also, she advised me that I can go in and upload my statement from the hospital stating I received crutches and a boot for the 100 dollars I am supposed to receive and being that something is wrong with my log in I could not do that as well. Is this company a scam? Why is it so hard to do anything with this company? It is so discouraging and makes you don't want to even deal with them. I need help. When you are hurt you expect a company that takes your money and gets paid on time to help you.Business Response
Date: 12/05/2023
Our company's response is attached.Initial Complaint
Date:11/28/2023
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 tore my ***** cuff on April 3 and went to the doctor on April 18th was told I had to have surgery. I have submitted all of the paperwork to Combined Insurance. I have called multiple times and was finally told that they never paid any of my disability due. Then yesterday, November 27the when I called the representative said I needed to submit more paperwork. I completed and sent in the authorization release so they could contact the doctor for whatever they needed. This has been very frustrating. I do not have copies of the paperwork because this was ********* Comp. I have told them everything needs to be submitted to Sharecare. I have never been so frustrated with a company. I continue to pay my premiums but have received less than stellar customer service. I feel like the ********************** thinks if they keep ignoring me I will give up. I most definitely will not be recommending them to any of my family or friends.Business Response
Date: 12/08/2023
December 8, 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 that our customer noted in his inquiry to your office,and a response letter was sent on December 7, 2023. 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:11/28/2023
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 a supplemental insurance through combined for a sickness, i ended up in the hospital numerous times in ********************************************************************* reimbursements. They continue to give me the run around wanting me to resend documents like medical bills,claim forms etc. I have done all this and either they tell me they never got them or give me the run around.Policy number:P8642259 Claim Number: ********Business Response
Date: 12/13/2023
Our response to your office is enclosed.Initial Complaint
Date:11/16/2023
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.
The date of my complaint starts on November 15, 2023, and the nature of this complaint is I filed a claim on Monday, November 13th. I called Combine Insurance for a status update on November 15th and they had no information for me. The rude **************** worker who would not let me get a word in edgewise just kept talking over me claiming her system did not work and had to put me on hold several times. Fast forward I asked her to speak to a claims adjuster and she again had me on hold for several minutes, did not come back to check on me to see if I was able to hold on still or if everything was okay. I had to hang up. Combine Insurance never called me back e.g. this young lady knew what I was calling for. Combine Insurance gets my money faithfully every 2 weeks it comes out of my paycheck without a problem. Why am I having such a hard time filing a claim and receiving my payment? Fast forward again I am up at 3:16 a.m. trying to go on and update my claim, and send my paperwork from the hospital, and the Combined Insurance system is stating it does not have a claim for me yet I have a policy number that the customer service rep gave me. Again, this site should be available for members at any time of the day, and secondly did this rep do something to my account? ***************************************** gets my money, and I have the top-of-the-line premium I WANT SOME SERVICE and I want my paperwork completed in a timely fashion. This rep advised me Combined Insurance is way behind in finishing their policies. NOT FAIR!!!!!. I sprang my ankle and I want my application started. Just like they take my money work on my paperwork. 1. This should not take a month to get this completed 2. When you go to access the site to upload information the site should be available at any time NOT CERTAIN HRS OF THE *** 3. Get people in there who actually want to work!!Can I please get some help. I have not even received an email stating they received my application. VERY UPSETTING!Business Response
Date: 11/29/2023
Our company's response to your office is attached.Initial Complaint
Date:11/15/2023
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.
The company states to process your claim in 10 days. I submitted my disability claim electronically on 10/24/23 second part of the claim. The claim# is ********. I have spoken to the supervisor ***** of claims escalation on 11/13/23. She said she would call me on 11/14/23 regard my payment. I did not get a call. This is the second time I have been put on a run around about when Im going to get payment. They did me this way when I had to submit this same claim # ******** on 9/11/23 related to the same illness. I received a check on 10/28/23 after being told the check was mailed 10/18/23. They get their payment faithfully every month $350.00 for the last 7 years without a problem but when I come to collect it is an issue.I would like for them to reimburse me when they say they are if some additional information is need then submitted but saying the payment is waiting on the desk of the supervisor is not acceptable. Also, the company tells you to go to the website for up to date information about your claim. This not true which caused me the aggravation of constantly calling taking time out my day to get the run around. I have ask is this racially motivated because they are not doing all customers this way. I would like to get what Im paying for after all. All information request and all supporting documentation was provide when the claim was submitted.This no excuse for this and they tell me they cant send me my payment electronically after waiting all this time after I submitted the payment request for to be electronic. Again just more lies. THIS IS RIDICULOUS!Business Response
Date: 11/29/2023
Good Morning. Our response letter for this complaint attached. Thank you.Initial Complaint
Date:11/14/2023
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.
In October 2021 I signed up for supplemental insurance through my.uniom at work. I was told pregnancy was included in the policy. Fast forward to September 18th 2023. I filed for a claim for being off of work due to having a baby. I still have not received any money, I cannot talk to an adjuster or an agent about it. Everytime I call I get the same run around that they will have someone call me within a day. I have never received any calls. I've been paying into this for two years, and I have NOT received even an answer to my claim. Im off work and losing wages and need the money that they supposedly were suppose to give me in the event I had another baby. I need help getting ahold of someone to get the money that's owed to me. I do NOT recommend this company to anyone, they are horrible.Business Response
Date: 11/27/2023
Our response letter for this complaint is attached. Thank you.Customer Answer
Date: 11/27/2023
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:11/13/2023
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 attempting to contact combined insurance for over two weeks and both numbers automatically disconnect after a silent three minute waiting period.Business Response
Date: 11/22/2023
November 22, 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 per the customers request to your office, our ***************** contacted him by phone on November 14, 2023, and they discussed his concerns. In follow up to the phone call, on November 20th , a letter was also sent. 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:11/02/2023
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. After sustaining a hand fracture last year I submitted a claim and it was denied because I did not have all of the paperwork together. After getting all of the paperwork together I filed another claim 9/19/23. 9/20/23 all paperwork to supplement the claim was submitted as well. After not hearing anything back from Combined, I call them roughly three weeks later. It was not until I called them they gave me an update saying they needed more paperwork. After taking a moment to calm down, I called them back to express how I did not appreciate how they were handling my case. I was then informed whomever I spoke to gave me the wrong message and my claim was approved. I was told my check would be sent out to me soon and the amount was disclosed. The amount sounded low to me so when I got off the phone I went over the policy book and found I was in fact shorted what I was owed. The next day, 10/13/23 I brought this to the case managers attention and after several emails of me explaining my position and trying to catch her on the phone, she admitted her error and told me a second check for the remainder of what Im owed would be sent to me.10/19 I received a check in the amount of half what I was owed. 10/20 I informed them and again was told I would receive a second check. 10/26 I asked again when I would receive the remainder of what was owed and I was told it was processed 10/27 and would be sent out 10/30.It is now 11/2, remember 9/20 I submitted my claim with all supplemental paperwork in its entirety. 10/13 I was told the remainder of what I was owed would be disbursed to me in a second check. At this point it seems like they do not intend on sending me what is owed to me. This morning I called to cancel my policies with them and I have been on hold for 18 minutes so far while I write this. I would not recommend anyone doing business with company.Business Response
Date: 11/08/2023
Our response for BBB Complaint # ******** is attached for your review. Thank you.
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