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
- 305 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:01/27/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been calling ***** at Combines insurance since Tuesday 1/24, twice a day since then. Today is now Friday 1/27 and I have not gotten a callback. An email was also sent to him on Tuesday by the nice customer service rep who had taken my call. My reason for writing this complaint snow is that this is not the first time this has happened to me with this insurance company. My original disability started in 2021 and I experience the worst customer service experience from COMBINE that one can experience from an insurance company. I have had this disability insurance for 23 years this is the only reason why I have not canceled my policy with them I have invested way too much time and money already. and used them for the first time in 2021. Have never been late on a payment since I was on payroll deduction. They do not return calls, no matter how many times you call. They do not update you on policy changes or payment that is due on your account since your payment are no longer being deducted from your payroll. The only communication you get is a letter stating that your policy is past due and your policy is about to be canceled. SHAME I am not sure how they are still in business. And there are so many complaints here regarding their lack of customer service with their clients, and no one has done anything about this, and this has been going on for years. The best kind of advertisement is word of mouth, and before I started to experience this issue with Combine I would encourage my co-workers to sign up for their policies, but not anymore. I have other co-workers who have this company as well and they experience the same issues with this company. This is a disability company your clients want to know what is going on with their payments. This is the reason why we have you as our disability insurance we do not need or want the additional stress when we are out on disability.
Business Response
Date: 02/02/2023
February 2, 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 January 30, 2023 and followed up with a letter dated February 1, 2023, in response to the inquiry received in 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 any feedback to your office. Rest assured that this matter has been addressed.
Thank you for contacting **.
Sincerely,
Combined Life Insurance Company of ********
**************** Investigations
Case #*******Customer Answer
Date: 02/08/2023
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,
May A *****************************Initial Complaint
Date:01/23/2023
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.
Date of transaction was November 16, 2022. Date of injury was November 9, 2022. I have active member for 37years.making payments of ***** every 6 months Combined promised coverage for injury and total disability with additional policies (4)The dispute is no action questions not answered or put on hold, then disconnected. A very general apology with no follow up. Combined Ins. Has not attempted to settle just forwarded a check for 40.dollars with no explanation. Account #*******Business Response
Date: 01/27/2023
Our company's response to your office is attached.Initial Complaint
Date:01/20/2023
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 had purchased, through payroll deductions, supplemental insurance which were to include sickness, accidental, and a cancer policy. I was assured that I had the sickness policy as I had asked because I was going to be having surgery coming up. I had surgery on 10/19/22. I filed the claim on 10/24. I kept calling to get status of the claim but no one knew anything and said online still being assigned an agent. I had emailed our rep and upon several emails he never found any information out either. Finally his supervisor emailed me, called me and even stopped at my work to find out details and to this date I still have no information. I received a letter in the mail from Combined that the claim had been denied and for me to check my certificates which I don't have. I still have no information on this. I either want the claim paid as it should have been or I want all my premium amounts I paid for all policies reimbursed immediately! I had even called numerous times to cancel the policies and apparently no one knows how to do that. My HR even called and couldn't get anywhere.Business Response
Date: 01/27/2023
We are responding to your inquiry for Case No. 18868266.Customer Answer
Date: 02/02/2023
Complaint: 18868266
I am rejecting this response because: The claim should not have been filed under the cancer policy to begin with. The claim should have been filed under the accident/sickness policy. I also want refunded all premiums paid to the company. Just refunded me the cancer policy premiums because it was filed under that one does not justify. Furthermore, there still has been no response to any emails from our local reps. There numerous emails to send and I don't know the best way to include them. Please let me know how you would like for me to get those to you.
Sincerely,
***************************Business Response
Date: 02/09/2023
We are responding to your follow-up correspondence.Customer Answer
Date: 02/22/2023
Complaint: 18868266
I am rejecting this response because: I had rejected the business offer to refund just the cancer policy premium. The reason being is that is not the only policy I had with them and they only want to refund that one because that is what they put the claim under. I want all premiums refunded as I did not get the policies I was told I signed up for. Also, it is very frustrating having BBB send me emails to respond to and the business to send me ones to reply to as well. I thought that everything was going through the BBB. I just received a letter from them that states that I was signed up for critical illness, accident and life coverage. That is not what I signed up for. I signed up for accident, sickness (which I was told that they were now bundled into the same policy), and cancer. I did not get life as I have it through work. They keep stating that I haven't sent them the email trails. I have asked twice now how they want them sent as there are numerous emails and I have not gotten one response about that. I still to this day have not received a response from our representative. Had the rep done his job correctly, the claim would have been paid and covered under the sickness policy. I have since cancelled everything with them through my payroll department as I could not get anyone at the business to cancel them. I want all premiums refunded! If I need to, I will get the Attorney General involved as well. The rep and his supervisor also were well aware of my upcoming surgery at the time and assured me that it would be covered under the accident/sickness policy. I've had these policies before at a different employer and they were all separate policies and now they are apparently combined into one.
Sincerely,
***************************Business Response
Date: 03/01/2023
We are providing a response for BBB Case # ********.Customer Answer
Date: 03/08/2023
Complaint: 18868266
I am rejecting this response because: Their response is all lies!! I have responded to everything that they have sent to me. In regard to the emails, I have repeatedly asked them how they wanted them as there are many and a ********** and I've received no response to this. I will send them a reply, again, as well to their letter. I will also reiterate to them that I want full refund of all policies and want them cancelled!
Sincerely,
***************************Initial Complaint
Date:01/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been with this company for many a years and within the last few years the service has been horrible I have filed a claim and have been getting the run around from these people. For one the adjuster wants something but will not speak to you there customer service was shipped out overseas cant understand your problem cant get any straight forward answersBusiness Response
Date: 01/23/2023
Our company's response to your office is enclosed.Initial Complaint
Date:01/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
07/26/2022 - 01/31/2023 unresolved claim This company has a bad reputation for not resolving claims. I've been with them since 2014. Started in mid ****. They find every reason not to pay. But they seem to take monthly payments. I highly recommend that you not use this company for any reason.Business Response
Date: 01/20/2023
Our company's response to your office is attached.Initial Complaint
Date:12/30/2022
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 purchased two disability policies from combined that could be used so that I would be paid during times of illness. I had to have surgery on 10/18/22 and was scheduled to be off from work until 12/13/22 initially. My disability policies require a two week elimination period before they will pay you the premium, therefore I filed my claim on 11/1/22. I patiently waited during the month of November to be paid and nothing was received from the company, so on 11/28/22 I started calling to inquire about what was going on. I was told that my claim would finally be assigned an agent. During that call I let the representative know that I would have to be off from work longer than expected (work return date changed to 12/29/22) and that I had uploaded the new **** form to my claim. The representative noted that the form was received and they were processing the information. I still had to make multiple calls before I was partial paid for my time off from 10/18 to 12/13 on 12/16/22. I called at this time to inquire when the remainder of my funds would be paid and was told I would need to send the **** form in again. I have resubmitted the form multiple times, I have re-filed my claim, Ive emailed, I have placed multiple calls to no avail, and this company will not contact me nor make a resolution to fixing this situation. I have spoke to multiple representatives who are rude and hang up when you try to explain anything to them including **** on (12/26/22) and ****** (12/30/22). Also I am owed money for my premium payments on both of my policies because the company continues to take premium payments from my work checks even though premiums are not supposed to be deducted when you are on disability.Business Response
Date: 01/05/2023
Our company's response to your office is attached.Customer Answer
Date: 01/19/2023
Complaint: 18662096
I am rejecting this response because:Good evening,Sorry for my delay in responding but the initial email sent to me was sent to my junk email so I didn't see it before now. I did want to respond to Combined and their response to my case. After opening my case through BBB, Combined did follow through and pay me for the remainder of my time off by paying money owed on both of my policies. However, I never received a refund of the premium payments that I paid on both of the policies during my time off. Per Combined policy, policy premiums are not supposed to be paid per the consumer during the time when sickness or disability occurs. My payments are automatically drafted per my employer biweekly. If you will review the schedule sheets of the policies I previously uploaded to you, one policy biweekly costs $40 and the other policy costs $30.93 for a total of $70.93 biweekly. I will attach my pay stubs as evidence to show that payments were continually taken during my sick time. I would like for Combined to uphold their policy and follow through with refunding the money owed for policy payments received from 11/1/22 through 12/28/22. Thank you for your time and assistance!*************************
Sincerely,
*************************Business Response
Date: 01/26/2023
Our response to your office is attached.Customer Answer
Date: 01/27/2023
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. I am awaiting my letter and refund of premiums from the business.
Sincerely,
*************************Initial Complaint
Date:12/28/2022
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 sickpayplus claim in October with all required signatures and documentation the hospital benefit was paid but not the time off work benefit.Every time I have a claim I have to fight and complain to get any action or responseBusiness Response
Date: 01/05/2023
We are responding to your correspondence dated 12/28/2022.Customer Answer
Date: 01/09/2023
Complaint: 18651658
I am rejecting this response because: The reply contained nothing. They have not resoloved the matter in any way. Yes they called me on January 3rd, and told me that they did not have all the information, which is a lie. All the information is on the same claim form that they paid the hospital claim from. They told me that they would verify the information with my Dr. I have heard nothing else regarding this.
Sincerely,
***********************Business Response
Date: 01/17/2023
We are providing our response to the BBB's follow-up inquiry.Initial Complaint
Date:12/20/2022
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 disability insurance with Combined since ************************************************ sick and unable to perform my regular duties they pay me set amount while I out of work. I filled out the required documents provided the supporting documents and have been waiting pass their on guidlines on of 10 to 15 business days. I keep getting told the same thing the adjuster is working on it. It is Christmas time they have been paid my premium over the last 18 years or so, now it is time for them to honor the contract we signed. It is simple.Business Response
Date: 12/29/2022
Our company's response to your office is attached. Thank you.Customer Answer
Date: 01/03/2023
Complaint: 18619859
I am rejecting this response because:
They were provided all medical documents initially and then were given additional documents upon my follow up with my doctor. One of their managers did not understand why there was a delay in payment. They also have not waived my premiums and did not pay me for the full time yet. They have provided me no letter explaining their decision and how they came to the amount they say they owe me. Their portal hasn't been updated since I filed my claim over a month ago.
Sincerely,
***************************Business Response
Date: 01/11/2023
Our company's response to the follow-up inquiry is attached.Customer Answer
Date: 01/11/2023
Complaint: 18619859
I am rejecting this response because: They have never told me anything or explained in detail how my claim was paid because I believe I am owed more than their calculations. Also they never told me they were stopping my premiums or refunding me for the premiums I had already paid. This is cooperate run around and yet I have been a client for 19yrs. They say view your portal for explanations and updates, however my portal hasn't been updated since Nov, when I first filed. My whole thing is I have asked several times for the adjuster or someone to call or explain to me everything and no one has. A couple of people have tried to help and one manager said she did not know why the claim was being held up, because they had all the information. I tired to get clarification from them with no luck, is it too much to ask.
Sincerely,
***************************Business Response
Date: 01/17/2023
Our company's response is attached.Customer Answer
Date: 01/19/2023
Complaint: 18619859
I am rejecting this response because: This isn't going anywhere? A simple apology or if the adjuster called me back like the manager said he was going to do. I like that they mentioned I should call because the portal wasn't updated, yeah I spoke to several people including two managers about that still didn't fix it. Not once have they reached out to me, and now I know what the check for $131 dollars was for. Funny that it took me complaining through you to fix that not the calls I made to them prior. Their calls are recorded easy to prove who is right and who is wrong here. Again thank you for your effort.
Sincerely,
***************************Initial Complaint
Date:12/20/2022
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 Critical Illness insurance policy with Combined Insurance. I have had this policy since 2019. I have received payment for my initial cancer diagnosis at 100% face value, but have been asking to have my carcinoma in SITU diagnosis paid under my policy (W1376573) which states Carcinoma in SITU is not considered cancer for purposes of this certificate. I submitted my initial claim for this payment on November 1, 2022. I included the initial pathology report from my cancer diagnosis in June of 2021 as well as the pathology report from the Carcinoma in SITU from 2/16/2022. The company denied my claim on November 16, 2022 as they believe I was requesting payment for a recurrence of my initial cancer diagnosis. This is not the case. I am requesting payment under my policy which states Carcinoma in SITU is payable at 25% of the face value of my policy. I have resubmitted documentation to the company with an outline explaining that I am asking for payment for Carcinoma in SITU, which was not part of my initial diagnosis. The claim number is ********.Business Response
Date: 12/22/2022
Our company's response to your office is attached.Initial Complaint
Date:12/19/2022
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.
Have paid on disability insurance policy for 20 years. My claim is a career ending illness as stated from my doctors on numerous forms to combined. They have started and stopped payments from the beginning of claim. This company has a different excuse for not continuing my payment each time I call in. My doctor has complied numerous times and each time I call in I receive another run around. This is a two year policy in which I never thought I would need but being self employed as a ********* thought it is a good peace of mind to have. So here at my career ending illness I have a company in which has taken my money but will not pay me for what it said it would. I would highly recommend anyone who is looking for coverage in this area to shop around and steer clear of combined insurance because when you most need it I have witnessed it will not be there for you. They have not once reached out to me for any information that was needed , they drag out not paying till you call them to see why your payment has once again stopped.Business Response
Date: 12/28/2022
December 28, 2022
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 December 22, 2022 and sent a letter on December 27, **** 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 any 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 #*******
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