Business Profile

Insurance Companies

Combined Insurance Company

Complaints

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

Customer Complaints Summary

306 total complaints in the last 3 years.
106 complaints closed in the last 12 months.

If you've experienced an issue

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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:04/01/2025
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.
On March 3, 2025, I filed for disability with Combined Insurance and submitted all required documents. Since then, I have not received any updates regarding my claim. This delay has significantly impacted my financial situation, causing me considerable stress. I have been a loyal customer for years, consistently paying my premiums, and I anticipated more timely support during this challenging time.
Business Response
Date: 04/15/2025
Hello,
Our response for Complaint ID ******** is attached for your review.
Thank you for contacting us.

Customer Answer
Date: 04/22/2025

Complaint: 23142661

I am rejecting this response because: I sent my documents and it still have not been processed. I am still waiting to receive my money.

Sincerely,

***** ******
Business Response
Date: 04/28/2025
Hello,
Our follow-up response for Complaint ID # ******** is attached.
Thank you.
Initial Complaint
Date:03/31/2025
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.
11/13/24 initial claim made as a result of a fall I had at home. Thinking nothing of it I went to bed, but in the morning half my face was collapsed. I went to ER where after running various tests and being admitted I was found to have a mass in my brain thats to this day, still being treated. My complaint is that after correcting the type of claim being they first ruled it as only a sickness as my doctor failed to indicate that what Im being treated for was a result of my fall. I have been getting the run around that its with their underwriter and after a month I call again only to be told once again that they will forward it expedited to underwriter again. Now its going on five months and fear they may not have any intention to do anything with my claim. Attempted many emails and searching online page with zero success
Business Response
Date: 04/15/2025
April 15, 2025

Better Business Bureau
**************************************************************************************

RE:          YOUR ID #********

Dear BBB Customer Relations Representative:

Thank you for your letter dated April 1, 2025, regarding the customers inquiry under your ID Number referenced above.

Please be advised that we are looking into the matter and will provide a response soon.

We appreciate your patience.

Sincerely,

Combined Life Insurance Company of ********
Consumer Service Investigations
Task ID #******
Customer Answer
Date: 04/15/2025

Complaint: 23140844

I am rejecting this response because:
Since November 2024 I have been told many times that my claim was being worked on only to find out with a follow up call that my status has e changed and nothing was done. Hoping that last weeks letter I received dated 4/2/25 is a sign I can have this matter closed by next week.
Sincerely,

******* ******
Business Response
Date: 04/22/2025
April 22,2025

Better Business Bureau
**************************************************************************************

RE:          YOUR ID #********

Dear BBB Customer Relations Representative:

Thank you for your follow up letter dated April 15, 2025, regarding the customers inquiry under your ID Number referenced above.

Please be advised that on April 18, 2025, we sent a letter to our customer explaining in detail the handling of his claim as well as the prior payments provided per phone conversation with his Adjuster on April 1, 2025.   The Adjuster advised that medical records were required to complete the review of the claim. The Adjuster then sent a letter dated 4/2/2025, indicating that records were requested from the **************. On 4/8/2025, a follow-up inquiry was sent to the **************, and we were advised that the records would be provided within 10 to 15 days.

Today,we mailed a status letter to our customer and apologized that there has been a delay in considering the claim as we have not received the additional information requested from the provider. We asked our customers assistance by contacting the hospital or doctor and request that an answer be sent to us as soon as possible.

Please extend our appreciation to our customer for his continued patience as we work to obtain and receive these records to make a claim determination in accordance with the terms and limitations of the policy. Please note that once received and reviewed, the ***************** will contact the customer directly regarding the claim determination.

Sincerely,

Combined Life Insurance Company of ********
Consumer Service Investigations
Task ID #******/******

Customer Answer
Date: 04/30/2025

Complaint: 23140844

I am rejecting this response because: I have sent over the medical records they requested two days ago with no reply

Sincerely,

******* ******
Business Response
Date: 05/16/2025
May 16, 2025

Better Business Bureau
**************************************************************************************

RE:          YOUR ID # ********

Dear BBB Customer Relations Representative:

Thank you for your follow up letter regarding your ID Number referenced above.

We would like to note that our ***************** has received the requested medical records from the providers on 5/7/2025 and contacted the customer directly with a determination letter dated 5/9/2025. We also sent the customer a letter on 5/12/2025 in response to his inquiry to your office. Rest assured that this matter has been addressed accordingly.

Due to privacy and as the release of policy information specifically regarding claims is strictly prohibited, we are unable to provide additional feedback to your office.

Thank you for contacting us.

Sincerely,

Combined Life Insurance Company of ********
Consumer Service Investigations
Task ID #******
Initial Complaint
Date:03/27/2025
Type:Billing 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.
My family has made multiple attempts to cancel our insurance polices, yet $180.02 keeps getting withdrawn from our accounts every month. They have record of us requesting cancellation in April of 2024. We continue to request to cancel to no avail. We demand back pay at least through April of 2024 if not longer because *** and ******* policies were requested to be cancelled many years ago.
Business Response
Date: 04/08/2025
Our company's response to your office is attached. A separate, detailed response will be mailed to our insured in a separate envelope shortly.
Initial Complaint
Date:03/24/2025
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 am filing a complaint about Combined Insurance. My father got this plan through his employer at the time he was working .He got this plan in March of 2015,so he was paying this every month automatically coming out of his checking account. My father died on Oct 17th 2024. So we found the life insurance plan that he had and gave to the funeral home thinking it would be paid.. I was wrong about that.. His specific plan he got only covered certain losses.. One being Heart disease well my father died of a heart attack.. I called them numerous times always getting the run around and them saying its under review. I asked them if they needed more information.. they said no at first then said yes send medical records so i did. One of the pages on medical records said that my fathers family history meaning his mom and dad and brother and sister all died of heart attacks hence the reason why my father probably wanted this plan.. He was on meds for hyper tension.. His death certificate stated he died from lethal arrhythmia, Hypertension and Diabetes mellitus.. also the coroner said he died of natural cause a heart attack.. the combined insurance denied his claim. He had a ****** claim.. so we had to pay for my fathers burial out of pocket.. this insurance needs to be shut down.. they are a scam.
Business Response
Date: 04/04/2025
Our **************** is reviewing the claim again and they will advise the complainant of the outcome shortly. However, our response to YOUR office CONFIRMING that we asked that the claim be reviewed again, is attached.
Initial Complaint
Date:03/19/2025
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 have a new policy issued through my employer and I tried to register myself online but failed. Tried to contact 5 times with the business and some agent talks to me and puts me on hold and eventually call hangs up without any resolution. I do not even know my policy number. Very poor customer service and I wasted hours in calls with this company.
Business Response
Date: 03/22/2025
Hello. Our response is attached for complaint # ******** for your review. If further assistance is needed, please let us know.
Initial Complaint
Date:03/12/2025
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.
I received a letter from them. Asking me for money for some kind of insurance coverage. But when I called it is telling me it is a Spam call. But yet they have tried to bill my bank for this money. I tried to call a different number and I was on hold for 3 hours and no one still got back with me. They don't have a email address to send a complaint.
Business Response
Date: 03/26/2025
Please see attached response.
Initial Complaint
Date:03/11/2025
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.
I have been unsuccessful in trying to collect Life Insurance payout for my mother. I received her death certificate an opened the claim on 01/29/2025. On that day I was told to expect a packet in the mail ***** business days for me to fill out and send back the death certificate, as it could only be done by mail. On 02/10/2025-my 2nd phone call, I have not received any mail, email or phone call, was given a claim adjuster name, ******* ******-*******, was told she was reviewing the case. I asked if she had an email or phone # I could contact her, was told she has no contact information they could give me, but she would contact me. 02/19/2025- my 3rd phone call, no contact by adjuster in any form, was told my claim is still in review, and adjuster would contact me with any questions. Still haven't received paperwork or email asking for any documents (like death certificate). 02/26/2025- 4th phone call... was sent an email to upload the death certificate through the link the insurance sent, I did that. 03/05/2025- still no response in any form, spoke with ****, I was denied to speak with a supervisor as they would have same information. **** escalated claim for adjuster to contact me within 48 hrs.(no response) Signed into the website provided & uploaded death cert again, emailed a *** to respond with in 48hrs. 03/11/2025, no response, spoke with ******** who transferred me to *****, resolution officer, bad phone connection, could not hear complete sentences. ***** supposedly spoke with adjuster who said something was incomplete, but yet I have not been contacted by any person from the company asking for any documents or even any questions. (The policy #7CD56850 Claim# ********)
Business Response
Date: 03/22/2025
Hello. Our response is attached for your review. Thank you.
Initial Complaint
Date:03/10/2025
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 purchased a whole family life insurance policy with Combined Insurance. It was for me and my husband and three children. ********* death benefit per person. I bought this policy in 2002. I had automatic deduction for my payments and was never late for 23 years. The policy kept going up in price through the years so about 6 years ago I called to see exactly what I was paying for. I was told it was life insurance for ********** ******* ******* ***** and ****** ********. So I kept it. My son **** passed away on 11/15/2024 at 33 years old. I called combine and they asked me to send the death certificate, which I did. I was denied because they say my children were no longer covered after age 23. I was never told this, 6 years ago they said we were all covered. I have been calling Combined Insurance since January of 2025 and telling my story to 5 different people and being transferred. I am told something different every time. I requested in writing on Feb 21, 2025 for a list of all my payments and when the kids were taken off. I still have not received it. I canceled the policy and asked for a reimbursement of overpayment. I received a check for a little under $ *****. I believe they owe me much more for my over payment. This has been absolutely a horrific experience to go through while grieving my son. I believe this company is being fraudulent.
Business Response
Date: 03/24/2025
Please see Company's attached response.
Customer Answer
Date: 03/25/2025

Complaint: 23045367

I am rejecting this response because: I have not received the payment History in the mail or by e-mail and they said they reimbursed me from when my youngest turned 23 in 2017. What about my other 2 children turning 23? I believe I have overpaid much longer than 2017. My oldest turned 23 in 2009 and my middle child who is now deceased should have come off in 2014.

Sincerely,

********* ********
Business Response
Date: 03/28/2025
Our company's follow-up response is attached.
Customer Answer
Date: 04/02/2025

Complaint: 23045367

I am rejecting this response because: I have still received no payment record or notice of when the kids were removed. The money I was sent did not include the 2 Children who turned 23 in 2009 and 2014!

Sincerely,

********* ********
Initial Complaint
Date:02/28/2025
Type:Service or Repair Issues
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.
Hello! I have Short-term Disability from this Company through my job. I had Bariatric Sleeve surgery on the 5th of February and needed to apply for Disability. I have to be out a total of 6 weeks from work because I can't lift more than 25 Lbs and I'm a CNA and we have to lift way more than that. I started my Claim early so it wouldn't be any problems or hold up. I filed on Feb 11th and had all my paperwork in by the 15th of February. The Company is still giving me the run around on giving me any money since I been off. The Doctor had faxed them 2 times with my paperwork the first was detailed in the paperwork they sent for them to fill out letting them know I would be out for 2 weeks and the second was updated and sent to them on the 20th letting them know I need the additional 4 weeks because I'm not able to lift from the 2/20-3/19 when I would be discharged and able to get to full duty. I have talked to several Agents letting them know about the severity of my claim and informing them I have no money coming in at all and don't know how I'm suppose to pay my rent and bill's. Each person said they would escalate it and call me back and this was Mon and Tues and I called again today. The Agent I talked to on Mon said my Employer portion wasn't in and I let them know that's not correct they sent that on the 17th. Then they said the computer is freezing up they will call me back when it's working. That never happened. Then I called on Tues and they said they requested more Doctors info and Informed him that I have numerous stuff in from my Doctor he went and checked the paperwork and confirmed I was right inside and that he's going to take it to his Manager and call me back which never happened. I've heard nothing from them then I called today and I'm still getting the run around. There trying there best to not pay me while my Bills are piling up and I'm stressing myself out because I don't know what to do. I should be focused on healing.
Initial Complaint
Date:02/11/2025
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.
CLAIM ******** I am filing this complaint due to Combined Insurances unfair denial of my disability claim, excessive delays, lack of transparency, and poor communication regarding my medical records submission.:I became disabled on November 13, 2024, and submitted my claim paperwork on November 27, 2024.Months later, I requested a hardship review, and Combined Insurance informed me they needed my medical records due to my emergency reconstructive ********** medical provider advised me it would take 30 days to process the records, but a supervisor at Combined Insurance told me to request the records myself and upload them to their portal.I followed their instructions, uploaded my records, and waited weeks for an update. When I finally called for a status, I was told:They never received my records.Their portal was down indefinitely.I needed to print ***** pages and mail them instead.After mailing the documents, they requested additional paperwork from my doctor, delaying the process further.Despite submitting a surgeons letter, a letter from my PCP, and a letter from my therapistall confirming that my procedure was medically necessary as a reconstructive surgery due to infections, rashes, and mental health concernsCombined Insurance denied my claim.The denial letter did not explain why their medical reviewer determined my surgery was not medically necessary. Instead, they unilaterally classified it as cosmetic, disregarding my PCP, surgeon, and therapists professional medical opinions that this was a reconstructive procedure required for my ********* no point was I given an opportunity to speak with their medical reviewer or receive a detailed explanation of how they justified overriding the conclusions of my treating physicians and misclassifying my reconstructive surgery as elective.
Business Response
Date: 02/28/2025
February 28, 2025

Better Business Bureau
**************************************************************************************

RE:          YOUR ID #********

Dear BBB Customer Relations Representative:

Thank you for your letters dated February 12th and February 26, ********************** Number referenced above.

Please be advised that we forwarded your inquiry to our ***************** with the customers request to review the claim that was denied. The ***************** requested additional medical records from the Doctor on 2/21/2025. Once the additional records are received, the file will be referred to an Independent Medical Reviewed for consideration. The customer will then be contacted directly as soon as the reviewers report is received and claim determination is made. On February 24, 2025, the Adjuster contacted the customer by phone advising of the above. And on February 25th, we sent the customer a follow up letter explaining the same.

Due to privacy and as the release of policy information specifically regarding claims is strictly prohibited, we are unable to provide additional feedback to your office.

Thank you for contacting us.

Sincerely,

Combined Life Insurance Company of ********
Consumer Service Investigations
Task ID #******
Customer Answer
Date: 03/03/2025

Complaint: 22927241

I am rejecting this response because:Combined Insurances response does not resolve my complaint. They continue to delay my claim by repeatedly requesting medical records they have already received.
I submitted the required documentation, including:
A letter from my surgeon confirming my procedure was reconstructive and medically necessary due to infections and skin complications.
A letter from my primary care physician (PCP) supporting the surgery for ongoing infections and related health issues.
A letter from my therapist addressing the impact on my overall well-being.
Full medical records from my PCP detailing the infections, rashes, and medical history leading up to the procedure.
Despite following their instructions, uploading records, and later mailing ***** pages of documents when they claimed their portal was down, they continue to stall by asking for more records instead of processing my appeal.
Additionally, they have misrepresented my claim by focusing only on mental health concerns while ignoring the primary reason for my surgeryongoing infections and medical complications. Their classification of my procedure as cosmetic directly contradicts the professional opinions of my surgeon and PCP.
Sincerely,

**** *********
Business Response
Date: 03/10/2025
March 10, 2025

Better Business Bureau
**************************************************************************************

RE:          YOUR ID #********

Dear BBB Customer Relations Representative:

Thank you for your follow up letter dated March 4, 2025 regarding the additional information your Office received from the consumer involved in your ID Number referenced above.

We forwarded your inquiry to our ***************** for further review and were advised that on March 5, 2025, the appeal review was concluded. On March 5th, the ***************** contacted the customer by phone- left a detailed voicemail message advising of the appeal determination as well as mailed the Appeal Determination Letter on March 6th. On March 7th,we sent a follow up letter to the customer, advising the same.

Due to privacy and as the release of policy information specifically regarding claims is strictly prohibited, we are unable to provide additional feedback to your office. Rest assured that this inquiry has been addressed accordingly.

Thank you for contacting us.

Sincerely,

Combined Life Insurance Company of ********
Consumer Service Investigations
Task ID #******

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Combined Insurance Company is BBB Accredited.