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.
- 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:10/27/2023
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.
*************** put in a claim for slip and fall injury, *************** provided the documents that was requested from him and they continue to deny his claim
Business Response
Date: 11/09/2023
November 9, 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 claim as well as the details of the matter noted in the customers inquiry to your office. We have contacted our customer by phone on October 31st and November 1, 2023left a voicemail message asking him to return call to discuss his inquiry. On November 3rd, a letter responding to his inquiry and explaining the claim handling was sent.**** 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:10/25/2023
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.
This problem occurred the day my sister passed away from cancer. While she was in hospice care, she complied all her insurance policies into a folder. I found a policy number with Combined Insurance Co. policy number is M6148259. I thought it was a life insurance policy, but it was a cancer policy. I filed the claim on my half of my dad, who was 84 years old at the time, as he was the beneficiary on the policy. I submitted the claim form along with the CD of the chart notes. The paperwork was lost for 3 weeks, so no claim number. I started calling every Thursday morning for a status update. I worked in insurance for 35 years and the last 15 years in claims. I was made to get medical bills (I'm not sure if I even got all of them), therefore I have no idea if this claim was paid correctly. I was made to feel my sister was nothing more than a dollar sign. I was not able to grieve for my sister, as my dad was offered $5K a couple weeks of the claim being filed. I knew there was no way the claim was adequately reviewed, due to the amount of records there was. I only ever asked them to pay what was owed, no more, no less.Business Response
Date: 11/01/2023
Attached is our company's response to your office.Initial Complaint
Date:10/18/2023
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.
They will not pay me my money I have coming to me. I have been off work since May after having back surgery. I have submitted ALL information multiple times to them that they request to get my money. I have not had a paycheck or any money coming in since I was off in May. They way they are set up , you have to be back at work to get paid, which is ridiculous anyway, however I keep sending and uploading the information I have attached to my account and faxing to them . I am told everything is in order and then they tell me they need more information. It is almost like they are doing whatever they can not to pay me. I pay my premium with them every month and they do not want to pay when I have a problem, They said the doctor did not sign the document and the last page clearly shows he did. Every time I have to request information form the doctor I am being charged and It is hard to come up with the money to get anymore when I have not been paid since May. This company is a joke and I would not recommend them to anyone ever. As soon as I get paid I am switching to Aflac or a reputable company. I would appreciate your help in this matter!!Business Response
Date: 10/27/2023
October 27, 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 claim as well as the details of the matter noted in the customers inquiry to your office. We have contacted our customer by phone and email on October 24, 2023; followed up with a letter on October 26, 2023--responding to his inquiry and explaining the claim handling. Today, our ***************** called him again to further explain the claim handling. Rest assured that this matter has been addressed.
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
Case #*******/ *******Initial Complaint
Date:10/10/2023
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.
been using this company for years tried uploading documents twice and both times it said it was put as a temporary status, i called a few days later and they said they received my claim . i called today because i was told it would take a few days and now suddenly my claim doesnt exist this is causing me a delay in paying my bills from when i was out of work for a month i want compensation and loss please.claim #********Business Response
Date: 10/19/2023
October 19, 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 claim as well as the details of the matter noted in the customers inquiry to your office. We have contacted our customer by phone on October 12, 2023 and October 18, 2023, as well as sent a letter-- responding to his inquiry and explaining the claim handling. Rest assured that this matter has been addressed.
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 ********
**************** Investigations
Case #*******Initial Complaint
Date:09/27/2023
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.
When my father passed away, he had a hospital policy. Combine paid for some hospital stays. We found out that he had additional stays. I was told to fax the documents to Combine. I did so on August 31 and confirmed receipt. I called 2 weeks later and was told I would receive a call from the adjust. I called again today and was told the adjustor, ***********************, is evaluating the claim. I have not received any communication is almost a most. Policy number: T2706230 *************************** **********************************************************************.Business Response
Date: 10/05/2023
October 5, 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 claim as well as the details of the matter noted in the customers inquiry to your office. They have contacted the customer by phone on September 28, 2023 and October 3, 2023, and followed up with a letter dated October 4, 2023-- responding to his inquiry and explaining the claim handling. Rest assured that this matter has been addressed.
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
**************** Investigations
Case #*******Initial Complaint
Date:09/13/2023
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.
In was off on disability due to cancer. I sent in a payment it was returned. After contacting company on several occasions regarding payments, they claimed it was never received. Contradicting information form representatives. Refusal to revisit taped conversations. Currently I have a credit on my account for other plans. However disability coverage cancelled.Business Response
Date: 09/26/2023
Our company's response to your office is attached - a separate, detailed response is being mailed to our customer.Initial Complaint
Date:09/10/2023
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.
They claim to help you if you pay them monthly .. I ve payed there dues since 2014 I became sick in 2019 I have filled claims to this insurance company and they always deny me.. I have cancer there should be no reason for me to get denied .. I have paid them there dues .. all Id like is for them to pay out my claims .. they are not following thru with there part ..Business Response
Date: 09/20/2023
September 20, 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.
Our ***************** has reviewed the claim as well as the details of the matter noted in the customers inquiry to your office. Please be advised that we have contacted our customer by phone on September 13, 2023 and sent a letter dated September 15, 2023, responding to his inquiry and explaining the claim handling. Rest assured that this matter has been addressed.
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 ********
**************** Investigations
Case #*******Customer Answer
Date: 09/25/2023
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:08/30/2023
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 waiting for two years for Combined Insurance to finish and process my claims. I call them today and spoke to a representee, after speaking to her for thirty minutes, she decided to let me speak to a claim manager. Bur before she could transfer the call her phone hang up, I waited to see if she was going to call me right back, knowing that she had my phone number, because she ask for it at the beginning of the call. I call the company back and explain to a new representee what had just happen. He put me on hold after I had to give him all my information again. I spoke to ***********************, in the claims department explaining to her that I have been waiting over several months for someone to call me or write me explaining why is there still a problem with my claims, ever after I have sent everything they have ask me to .The Company even spoke to my doctor to explain to my doctor exactly what they needed to solve my claims. I have send the medical files from my doctors, and once they told me that they didn't received them, I told them the dates and time I send them, now they see them in my files. I have had two car accidents in two years and I have a supplemental Insurance with Combined, They have not treated me with respect or provide me with the benfits that I have paid for. I have given them everything that they have ask me for and I'm still waiting to be treated as a person that pays her premium on time. This situation is has cause me stress and I'm still in pain and trying to take care of this problem is not what I needafter having two accidents in two years, I still can't work, and Combined Insurance is not taking this matter serious, I have been with this company for ten years and to be treated like this is unlawful, I'm begin to think that I'm beening discriminate against. Inshould have being compensate for my claims, No onecall me back today even after the calls were drop and all my information is right in front of them.Business Response
Date: 09/13/2023
September 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 claim as well as the details of the matter noted in the customers inquiry to your office. They contacted our customer by phone on September 5, 2023 to discuss the claim but she was unavailableleft a voicemail message as well as followed up with a letter dated September 7, 2023, responding to her inquiry.
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
**************** Investigations
Case #*******Initial Complaint
Date:08/29/2023
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 filed a claim on behalf of my late father. He had multiple policies through Combined Insurance. The claim is surrounding my father's passing and seeking a payout from the company. The following dates will show as a record of the filing and also how Combined has violated policy and contract:7/6/2023- Combined acknowledges receipt of claim 7/18/2023- Contacted to question about resolution 7/30/2023- Contacted to question about resolution 7/31/2023- Contacted to question about resolution 8/4/2023-Contacted to question about resolution 8/23/2023-Contacted to question about resolution 8/29/2023-Contacted to question about resolution Combined states they will update every step of the claim, which has not happened. Combined also states they will resolve all claims within ***** business days. It has currently been 38 business days without a resolution. Combined continually states that it has been escalated and will be reviewed and processed within ***** hours, or that a supervisor will contact me back. On 8/29/2023, is the only time I received a callback from a supervisor and they stated it would once again be escalated for processing.Business Response
Date: 09/13/2023
September 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 claim as well as the details of the matter noted in the inquiry to your office. We show that on September 5, 2023, the inquirer was advised of the claim handling as well as the resolution. A follow up letter was also sent to her on September 8, 2023. Rest assured that this matter has been addressed.
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
**************** Investigations
Case #*******Initial Complaint
Date:08/22/2023
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 am enrolled in and am paying on a policy for cancer coverage through Combined Insurance. I have followed their processes for uploading my claims to their website to be reimbursed for my cancer treatments and surgeries.4/28/23: I uploaded all the required documents to request reimbursement for my claims 8/4/23: I called to ask the status of my reimbursemnts for my claims. "*****" said documentation was received and that he would forward a message to the adjust to reach out to me to let me know the payment status. I never heard bak.8/11/23: I called again and spoke with ******* and she said she saw the note that I called in before. She forwarded me to the "Claims Adjuster" who had my claim, I left a voicemail for a response on the status of my claim. I still haven't received any communication or indication of my claim being paid.I am up-to-date on all my premiums, have never missed a payment, and they continue to jerk me around and not respond to my inquiries and will not remburse me for my claims. I had this same exact problem with them when I was first diagnosed and they didn't want to pay on my claim. I had to follow-up over 5 times in order to get a response from someone. This is absolutely ridiculous that as a stage IV cancer patient I have to deal with this nonsense in order to get what is owed to me. I have followed all proper procedures by uploading the information to their website and they refuse to process the claim. Please help.Business Response
Date: 08/30/2023
August 30, 2023
Better Business Bureau
************ 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 claim as well as the details of the matter noted in the customers inquiry to your office. They have contacted our customer by phone on August 24, ******** a voicemail message, and followed up with a letter dated August 28, 2023, in response to her inquiry. The letter should arrive shortly. Rest assured that this matter has been addressed.
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
**************** Investigations
Case #*******
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