Complaints

This profile includes complaints for Combined Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Combined Insurance Company

  Chicago, IL 60631

  
• 

  Combined Insurance Company

  111 E Wacker Dr Ste 700 Chicago, IL 60601-4302

  
• 

  Combined Insurance Company of America

  3959 Electric Rd Roanoke, VA 24018-4562

• 

  Combined Insurance Company of America

  PO Box 1028 Kailua, HI 96734-1028

• 

  Combined Insurance Company of America

  711 Kapiolani Blvd Honolulu, HI 96813-5237

The 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:06/13/2023

  Type:Service or Repair Issues
  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 bought an accident policy for my husband back in 2018. I was paying $125.66. I cancelled my policy due to my husband passing away April 2, 2023. A few days after I noticed my bank account had a withdrawal of @108.33. On April 4, 2023 I call the company and asked what was the charge for since I cancelled the policy. I was told it was my policy which I never knew I had or purchased. I was told it was an accident and health policy. I have never had any documents or paper work to indicate I had an active policy with them. I ask to send the documents to see proof of my signature. I was told it would take 6 to 8 weeks to receive them. I ask to send them by email I was told they had. I never received a email. I keep calling them and they keep telling me the same thing. I try to log in my portal and it won't show any activity. They claim I have had this policy since 2018 5 years without my knowledge. I thought I was paying on my husbands policy. I feel they have taken advantage of me and taken $108.33 for 5 years. And still today they cannot proof to me I sign on a policy.I ask to see my signature and they say they cannot see one. I think that is fraud what they had done to me. I would like to see if you can help me get back the money they have taken for 5 years from me without my knowledge and have no proof I bought it. Sincerely, ********

  

  Business Response

  Date: 06/22/2023

  Attached is our company's brief response to your office. We are mailing a separate, detailed response to our insured. 

• Initial Complaint

  Date:06/07/2023

  Type:Order Issues
  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 with the supplemental health insurance company named Combined Insurance Company on 3/1/2023. With this policy I am eligible for a payment of 255$ because of the oral surgery I had done on 2/28/23. Once a claim is filed with the company they state that you will receive your claim payment within 10 business days after they've received the required documentation. After a very discouraging and inconsistent communication effort with the company I was finally able to provide all of the information they required by March 21st 2023. However my claim payment was not submitted to me until June 3rd 2023. This all occurred with very inconsistent communication and misleading information that made it nearly impossible to understand what the actual situation was.

  

  Business Response

  Date: 06/15/2023

  June 15, 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 our customer by mail with a letter dated June 13, 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 #*******

  Customer Answer

  Date: 06/18/2023

   
  Complaint: 20158318
  
  I am rejecting this response because: I filed a claim in which I was repeatedly told would be resolved within 10 business days. Every time I spoke with a representative they assured me that I had submitted all required information and my claim would be processed in the typical 10 business day timeline. This started in February 2023, and I was finally paid for my claim in June 2023, or so I've been told. No claim payout had been received as of now. He told me I can't wait after suffering through the constant incompetence and weekly phone calls of misinformation given to me by the representative, I was ready to cancel my policy. However I didn't see that to be a viable option until at least obtaining my claim payout. I'm seeking three or four months of my monthly premium reimbursement and confirmation that I will receive my claim payout. Reason being I only continued to pay my premium for the policy waiting for the claim to be paid while constantly being told it would only be 10 business days. 4 months later here we are.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/26/2023

  June 26, 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 further reviewed the additional information from the customer. The Claims Complaint Specialist attempted to contact him by phone but was unable to connect- message received that the party is not accepting messages at this time. An email was also sent along with a letter dated June 26, 2023 mailed via ***** addressing this matter.  
  
  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 #*******/8592579

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20158318
  
  I am rejecting this response because: the companies attempt at minimal reimbursement is inadequate. What should have been a simple claim filing with terms stating  a resolution is reached within 10 days, instead took 3 and a half months during which time I had to call the company repeatedly and was told misleading and contradictory information. I continued paying my insurance premiums for the 3+ months while waiting for the simple resolution of the claim with intentions of cancelling my policy the day the claim case was closed, which I did ultimately do. I in turn require that the 3 months of premiums paid are reimbursed due to the timeline of this conclusion and for the consistent misleading information given to me after my countless efforts to check the claims progress with the customer service department.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/25/2023

  Type:Product Issues
  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.

  cant access online app to file claims can file claims online through browser cant get through on phone

  

  Business Response

  Date: 06/02/2023

  Attached is our company's response to our insured's inquiry. 

• Initial Complaint

  Date:05/24/2023

  Type:Product Issues
  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.

  Hello, my native language is Portuguese. I am writing this letter with the assistance of a friend who is a native English speaker. I have 3 accident and sickness policies with Combined Insurance Company. On January 29, 2023 I was involved in an accident that required hospitalization and eventual surgery. I spent 9 days in hospital and have required months to recover my health. They acknowledge receiving my claim on Feb. 14, 2023. I was notified that I needed to provide a hospital bill and a disability claim form which I uploaded through the customer portal on March 17th and was told it would take about 14 business days to process my claim. I made numerous calls to the company in April asking about the status of my claim since the 14 business days had elapsed. I was told that my funds would be direct deposited in my bank account shortly. I called again the week of May 8th, 2023 and I was told that my claim was approved and funds would be deposited in my bank account that very week. My most recent call was today (5/24/23). It has now been 46 business days since I sent them the required information and it has been almost 4 months since my accident and a I have received NO compensation except for a $325 payment that is a fraction of the benefits owed to me. I am losing hope that they will ever pay my claim in full. I support a family of a wife and 3 children and I find it unconscionable that they would treat me this way. Any assistance you can provide would be very much appreciated. You can reach me on my mobile number or my friend ******************************* *************) is also available for consultation since he has been helping me with this claim. Thank You

  

  Business Response

  Date: 05/31/2023

  May 31, 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 further 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 mail with a letter dated May 30, 2023, advising of the result of the claim review and final determination.  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 **.
  
  Sincerely,
  
  
  Combined Insurance Company of America
  **************** Investigations
  Case #*******

• Initial Complaint

  Date:05/24/2023

  Type:Service or Repair Issues
  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 an insurance policy with Combined Insurance for several years and never had the need to use it. However, in 2022 I had an accident that required multiple trips to the hospital, life flight, pacemaker implant from suffering complete heart block related to an infection developed from being bitten and multiple ICU stays. I filed a claim with them to be paid what was owed to me per my policy. They only paid on an ambulance trip. I called multiple times to attempt to resolve the non-payment for my hospital admission, ICU admission, days of missed work etc. without any resolve. My physician even sent them a statement explaining everything. They just keep says they are processing it. This was *** and June of 2022. I feel like they are deceptive in their practice. Please help me resolve this issue with this company.

  

  Business Response

  Date: 06/02/2023

  June 2, 2023
  
  Better Business Bureau of ******* & Northern ******** Inc.
  ***********************************************************************************************
  
  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 contacted our customer by phone on May 30, 2023, as well as sent a letter dated June 1, 2023, in response to the details of the matter noted in her inquiry to your office.  Rest assured that this matter has been addressed.
  
  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 **.
  
  Sincerely,
  
  
  Combined Insurance Company of America
  **************** Investigations
  Case #*******
  

  
  

• Initial Complaint

  Date:05/22/2023

  Type:Customer Service Issues
  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 a insurance policy with the customer for over three years paying $10.65 monthly, once I closed the policy in May,2023, I notice they have been charging my Bank Account the wrong amount for over two years in the amount of $26.63 for ***************************. I only approved my son's policy *****************. I have reach out the company over three weeks and they giving me the runaround. This company exposed my account and have me in a position to who or whom made this mistake can still have my bank information expose. I am requesting my refund of the full amount .

  

  Business Response

  Date: 05/31/2023

  We are mailing a formal response letter to our insured. The attached letter is our brief response to your office where we confirm that we will be addressing her concerns by way of our letter to her.

  Thank you.  
  

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20090937
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 06/01/2023

  Attached is our follow-up response to your office. A separate, detailed response was also forwarded to our mailroom this afternoon for delivery to our insured, as noted in the attached letter to your office.  

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20090937
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 06/08/2023

  
  I received the forms/letters from combine insurance however the information is inaccurate, I never received form/ letter addressed to me stated I agreed to have ************************* policy # 7GA01987 to be auto drafted from my bank account XXXX ****. I have on many occasions to asked for proof documents I signed or voice recording I approve or ask and the have denied that information to me. I also spoke with the agent who setup my policy ,was in shocked this mix up took place as well as the site manager there **************
  I'm requesting signed documents or full refund.
  
  Thanks

• Initial Complaint

  Date:04/18/2023

  Type:Customer Service Issues
  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 are not paying a disability claim in the amount of $1750.00. That I am due. I have submitted all the the necessary paper work. I had my surgery 01/30/2023 and I submitted all the paper work 03/06/2023 and I returned back to work 04/01/2023. I have called and I was informed that the adjuster was suppose to get in contact with me and he has not. I would like my payment in the amount of $1750.00. My policy number is V2183557

  

  Business Response

  Date: 04/28/2023

  April 28, 2023
  
  
  Better Business Bureau of ******* & Northern ******** Inc.
  ***********************************************************************************************
  
  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 contacted our customer by phone on April 24, 2023 as well as sent a follow up letter on April 27th, regarding his inquiry to your office.  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.  Rest assured that this matter has been addressed.
  
  Thank you for contacting us.
  
  Sincerely,
  
  
  Combined Insurance Company of America
  **************** Investigations
  Case #*******

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair Issues
  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, working through REV **** Credit Union in **********, **, fraudulently opened an account in my name for an accident policy on 12/31/2019 and has been withdrawing $13.56 from my checking acct. until 1/31/2023, at which time I discovered this was not a withdrawal made for my life insurance. REV informed me that this company only worked with them for one year which was the time this policy was supposedly taken out. REV did offer to reimburse me payments that had been withdrawn for 90 days ($40.68). The amount drawn from my checking account was actually ********* was informed that I took this policy out on 12/31/2019 by phone and gave them my SS#, bank acct. # and the routing # for my checking account...something I would NEVER do. There was no application with my signature, and the taped phone call has now been erased. I requested a copy of the transcription of this phone call and have not received anything except a call and someone reading it to me over the phone last 4/4/23. I NEVER received a policy as it was supposedly emailed to me and not mailed. Combined Ins. stated that this was an accident policy under the Family Security Plan. I last spoke with ************************* ************************* who informed me that a change of payment draft was requested by me on March 11 and 17, 2020. I requested a copy of this request and have not received anything. On March 24, 2023, I received a letter from Combined Ins. confirming my recent request for cancellation of my Worksite Solutions insurance coverage underwritten by Combined Ins. I never took out this policy and have been fraudulently scammed out of $501.72. I would never give anyone the personal information over the phone that they claim that I did. I have filed a police report with the ************************* for this fraud conducted by this company. I wish to be totally reimbursed the money that was deducted 37 times for $13.56 each time totaling the above noted $501.72 from my checking account.

  

  Business Response

  Date: 04/21/2023

  We will be providing a separate response to our insured. Attached is our response to your office. 

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19925544
  
  I am rejecting this response because:

  The drafts from my checking account were stopped by REVFCU and myself in February. I received a premium notice for payment prior to March 24, 2023 that states the following: "You originally obtained this insurance coverage at your workplace from Combined Insurance. This policy is yours to keep even though you are no longer paying your premiums through your employer. To keep this valuable protection, an immediate payment is required."  I retired on June 30, 2015, long before this policy was supposedly taken out. And, no premiums were ever paid through my employer because I was retired. This is full evidence that this is fraud. All payments beginning on January 31, 2019 were drafted from my checking account for $13.56 totaling $501.72 which I expect Combined Insurance to reimburse me for.

  REV FCU and the ************************* have called Combined Ins. to discuss this, and they have also refused to speak with them regarding this matter. I have personally given them permission to speak with the bank and the police ***** about this case. They don't wish to speak with anyone due to it being fraud.

  My scanner is not working at this time, but I will be happy to have my neighbor scan the premium notice and send it to you as soon as she is home from work today. Please let me know if this will be acceptable, and I will send it to you. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/01/2023

  While we are mailing a separate, detailed response to our insured via the ****** ******************* a response that includes supporting documents - attached is our response to your office.   

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19925544
  
  I am rejecting this response because:
  

  ******** the attached Premium Notice showing that this was coverage at my workplace from Combined Ins. and was paid through my employer. The next attached letter clearly states that W1494862 was a Group Accident Policy. I retired on June 30, 2015. It would have been impossible for this to have been done as I was no longer working. All deductions were made through my personal checking account at REV ******* ************ not through an employer.

  According to Combined Ins., this policy was taken out 4 years and 6 mos. AFTER I retired. This is FRAUD, and I want my money ($501.72) refunded.  

  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/11/2023

  Type:Order Issues
  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 a total knee replacement on 3/17/23. I have disability insurance with combined. I placed a claim for payment on 3/24/23. I still have had my claim go nowhere. I keep calling and get told to be patient. They tell me a adjuster but I'm not allowed to have there number. I should be getting 500 a week. I keep calling and get nowhere. And I can't speak to my adjuster that's wrong. I have supplied all the documentation showing I am totally disabled until at least 5/12/23. Please help

  

  Business Response

  Date: 04/18/2023

  We are responding to your inquiry regarding ID # ********.

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  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 combined insurance since 2007. I submitted a claim online in august 2022. I was given a claim number and a request for additional information which I provided. I have been calling for months and am told that everything was received and the adjuster, ****************, has to review it but they will put a note into her and her supervisor, *************************, that it needs moved up. I have also left voice messages with both of them to call me and have not received any calls. I cannot find another number or avenue to get this resolved.

  

  Business Response

  Date: 04/18/2023

  April 18, 2023
  
  
  Better Business Bureau of ******* & Northern ******** Inc.
  ********************************************************> ******* ******** 60611
  
  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 contacted our customer by phone on April 13, 2023 as she was unavailable, the adjustor left a voicemail message that included a call back number. A follow up letter was also mailed today regarding her inquiry to your office.  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.  Rest assured that this matter has been addressed.
  

  
  Thank you for contacting us.

  
  Sincerely,
  

  
  Combined Insurance Company of America
  **************** Investigations
  Case #*******