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
- 303 total complaints in the last 3 years.
- 98 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:08/09/2024
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 a claim filed with Combined Insurance. Not getting promised return phone calls. Claim not being paid in stated time period. Poor customer service. Unable to speak to adjustors or their supervisor
Business Response
Date: 08/16/2024
August 16, 2024
Better Business Bureau
**************************************************************************************
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 customers inquiry to your office and contacted the customer directly. We would like to note that on August 12, 2024, the adjuster contacted the customer by phone and advised of the claim payment. A follow up response letter was sent to the customer today, explaining the claim handling in detail and apologizing for any concern or inconvenience experienced in 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. Rest assured that this inquiry has been addressed.
Thank you for contacting us.
Sincerely,
Combined Insurance Company of America
Consumer Service Investigations
Task ID #******Initial Complaint
Date:08/06/2024
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 under my insurance policies in June, and have not heard anything since the initial email/letter that they received it and were reviewing it. When my wife or I call to inquire the status its always the same nonsense that its still under review, but they cant tell me what claims adjuster its been assigned to, or what the *** is.Business Response
Date: 08/16/2024
August 16, 2024
Better Business Bureau
**************************************************************************************
RE: YOUR ID # ********
Dear BBB Customer Relations Representative:
Thank you for your correspondence regarding your ID Number referenced above.
********************* has reviewed the customers inquiry to your office and contacted the customer directly. We would like to note that on August 8, 2024, the adjuster contacted the customer by phone and advised of the claim payment. A follow up response letter was sent to the customer today, explaining the claim handling in detail and apologizing for any concern or inconvenience experienced in 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. Rest assured that this inquiry has been addressed.
Thank you for contacting us.
Sincerely,
Combined Insurance Company of America
Consumer Service Investigations
Task ID #******Initial Complaint
Date:08/06/2024
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 3 policies with combined insurance. I fractured my shoulder on 5/27/24. They received my paperwork 6/4/24. The physician statement was received 6/27. I have made NUMEROUS attempts to get a status of my claim. I have 2. an accident claim which payment is based on body part, tests received etc. This could have been paid on the emergency room Information. I believe this pymt is 600. my disability policy is ***** a month for 3 months. EVERY time I call I'm told it's in review, and the time depends on the complexity of my claim. I inform them I tripped, I fell down, I fractured my Humerous in 3 places! not complicated. Then I'm told They will email the claims examiner to expedite my claim. I was told my claims examiner is ***********************. I asked to speak to her and was told she wasn't available. I called again and asked to speak to a supervisor. I was connected to ******* who stated she was a supervisor. She spoke with an asian accent. No matter what you say, they stick to the script. It's under review, they will send a message to expedite the claim. over and over no matter what you say. This time I was told she sent a message to the manager. Each time I have verified that they have all the information they need. I'm told yes. Yesterday I called and it was a n Asian girl named ********. when she asked if I had questions I asked if she was a supervisor and she responded no. I said well I was connected to you last time when I asked for a supervisor. She stated there is more than 1 *******!!! seriously?? I explained they have had the physician statement for 30 business days and that's its unacceptable. I mentioned the BBB, and that I wanted to speak to someone who could carry on a conversation and not just read a script over and over. The women who I spoke to said she would send a message that I was contacting the BBB. I contacted the agent who sold me the policy several times and was told there was nothing he could do. His name is *************************** **********.Business Response
Date: 08/16/2024
Hello. Combined Insurance's response for Complaint ID # ******** is attached for your review. Thank you.Initial Complaint
Date:08/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a member of Combined Insurance for over 20 years. I filed a claim on May 28, 2024, for the removal of my appendix on May 15, 2024, using their online claims process. I contacted them after not receiving any communications for one month. I was hung up on the first time and called them a second time. The second time, I was told that my claims adjuster would be contacting me if they needed anything further and that they were working on my claim. In July, when I still hadn't received a phone call from my claims adjuster, I called them back. I was given the run around until I said I was going to file a complaint with the BBB. I was then forwarded to a manager of the claims adjuster that I had. They stated that I was put on priority status, and I should receive a call within 48 hours. The following week, I called them again because I still had not been contacted. I was told the same response: Your claim is in priority status, and you will be contacted in 48 hours. Another week has gone by, we are now in the first week of August and I still have not been contacted. The only communication on the end of Combined Insurance is to let me know that my monthly payment for the policy will be coming out of my account soon. They seem to have no issue taking my money but will not pay this claim out. According to my policy, I am to receive $1000 for the removal of my appendix. I am beyond frustrated waiting to get this money to help in paying those medical bills since I couldn't work for six weeks. I'm not sure where to go from here, but the business needs to be reported for violated the policy I currently pay for.Claim #******** for policy #V1438360Business Response
Date: 08/14/2024
August 14, 2024
Better Business Bureau
**************************************************************************************
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 customers inquiry to your office and contacted the customer directly. We would like to note that on August 13, 2024, the adjuster contacted the customer by phone- left a voicemail message advising of the claim payment. A follow up response letter was sent to the customer today, explaining the claim handling in detail and apologizing for any concern or inconvenience experienced in 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. Rest assured that this inquiry has been addressed.
Thank you for contacting us.
Sincerely,
Combined Insurance Company of America
Consumer Service Investigations
Task ID #******Initial Complaint
Date:07/31/2024
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 a critical care policy t8394983 and a claim no. ******** which covers heart attack ,kidney failure, heart surgey and other major medical conditions. on march 10 i had a heart attack and went to the hospital had ***** replaced that nite and kidneys shut down i a porta cat put in that nite also i spent 31 days in the hospital my wife filed a claim in late march we did not hear from combined until may and we emailed them was told it was under review. did not hear anything again until july was told the claim was denied we contacted them and said we were going to appeal were told that an ajuster would be in contact to let us know what more information they needed no one contacted us a few days later we were told it was under review it has been 5 months and still no comutation i have been paying on this policy for 15 years i want them to pay me my money which is ***** but can not get any satisfation on the **** site it says claims are paid 10 to 15 days of course thats not true. i have a ****** dollar hospital bill i need to get paid thankyouBusiness Response
Date: 08/06/2024
August 6, 2024
Better Business Bureau
**************************************************************************************
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 customers inquiry to your office. We would like to note that the customer also contacted the ** Department of Insurance (DOI) regarding the same issue. The adjuster contacted the customer by phone on August 2, 2024- left a voicemail message advising of the claim payment. A follow up response letter was sent to the customer on August 5, 2024, explaining the claim handling in detail and apologizing for any concern or inconvenience experienced in this matter. We responded directly to the ** DOI regarding the related 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. Rest assured that this inquiry has been addressed.
Thank you for contacting us.
Sincerely,
Combined Insurance Company of America
Consumer Service Investigations
Task ID #******Customer Answer
Date: 08/06/2024
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:07/30/2024
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 a policy with combined insurance for about 5 years not sure exactly how long but I can look into it. I've been paying for accident and sick pay plus policies. Since I've been a customer I've paid 170 a month for years. I was out of work sick from 1/10/24 to 5/13/24. I filed a claim once and can not get ahold of anybody outside of the customer service portal. They told me they could relay messages to the adjusters but do not have the capabilities of connecting me with a adjuster so I basically cannot speak to anybody to follow up on my claim. The website says you will be contacted 3 days after the claim, I've never been contacted after submitting a claim twice. The first attempt I got a letter in the mail(months later) with paper work to complete for the claim it said if it was not submitted by a certain date the claim would be dropped. I missed the due date due to health reasons. Once I got the paper work complete I created a new claim and provided the requested forms and made sure to upload them hoping the last time was a fluke and the hold up was just insufficient information. that has not been the case once again I'm left hanging for months with nobody contacting me. ****************(the only contact provided) is a dead end and I feel like I've been paying into a scam for all these years. They've took thousands of dollars from me conveniently but now that I am in need of the services I've been paying for they're nowhere to be found. I'm extremely frustrated and feel like I've been scammed. **************** is a dead end outlet and I can't get ahold of anybody. I want to cancel my policy but I haven't yet hoping they'll contact me soon and actually pay me what I am due.Business Response
Date: 08/13/2024
Hello. Combined Insurance's response for this complaint is outlined below. Thank you.
August 13, 2024
BETTER BUSINESS BUREAU OF GREATER Entered directly into the online portal
******* & NORTHERN ILLINOIS INC
************************
SUITE 2000
************; IL 60601
RE: BBB Case No. 22068743
Dear ******************** are writing in response to your correspondence regarding the BBB Complaint ID No. ********.
The inquiry to your office pertains to an active claim. Due to HIPAA regulations, we are unable to provide claim details to your office regarding this matter. Instead, our **************** was contacted for an expedited review of the claim and a response to the Claimant.
Our records show the Adjuster spoke with the Claimant on August 2, 2024, and informed him that a payment was made on that day. In addition, the Claimant was given instructions on how to file for additional benefits, if applicable. We are happy to note that additional benefits were paid today (August 13, 2024).
We regret any inconvenience that the Claimant may have experienced. Should he require further assistance, he should follow the instructions that were provided in the Adjusters letter dated Tuesday, August 13, 2024.
We hope you will find our response will provide your office with the information needed to close Complaint ID No. ********; however, if further assistance is needed, please feel free to contact us.
Thank you.
Sincerely,
Combined Insurance Company of America
Consumer Service Investigations
Task #: 322411Customer Answer
Date: 08/20/2024
Complaint: 22068743
I am rejecting this response because: I have not spoke to anyone since and I am not able to review any of the documents I uploaded. I did receive payment twice but i would like some sort of statement or follow up to make sure the information I uploaded was sent correctly and I am being taken care of for the correct amount of time. The lack of communication and not being able to review my uploaded documents makes the payments unclear. This has been a horrible experience and I do not trust this company and I want to be sure im receiving what is due the payments do not necessarily make sense and I need some clarity because I cannot tell if im still being taken advantage of.Business Response
Date: 08/27/2024
Hello. Our response for the rejection statement by the Claimant is attached for your review. Thank you.Customer Answer
Date: 09/02/2024
Complaint: 22068743
I am rejecting this response because: Im still having issues with having the claim completed. im in the process of getting the paper work together and sending it over. Once everything is sorted out and taken care of for the full amount of time I was disabled I will be satisfied. It is almost impossible to get somebody on the phone outside of the customer service line unless they call me. I do not trust this company and without the help of BBB I still think I would've never been contacted. im working on getting this claim closed out asap but until then I cannot say im satisfied.
Sincerely
*************************Business Response
Date: 09/10/2024
Hello. Please find our follow-up response attached. Thank you.Customer Answer
Date: 09/13/2024
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:07/28/2024
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.
On June 7, I applied for life insurance on June 10. I went back to the agent to cancel. He told me he canceled it. He took my social did some typing on the computer and says its canceled June 13th they took out $57.61 out of my account and I told him I want it canceled, Im getting a lot of runaround And would like my refundBusiness Response
Date: 08/07/2024
Our company's response to your office is attached.Initial Complaint
Date:07/27/2024
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.
Hello, Ive been a customer of ***************************************** for over a decade. I recently closed the bank account that I was having my automatic withdrawals taken from. My withdrawal payments were scheduled to be deducted on the 5th of each month. Around the 20th of June I called in and told them that I needed to update my bank info for my future payments. A couple of days later I noticed they had withdrawn my premium again as Id already paid the month of June from my old account. I called them back they said they were sorry and no payment would be due until August the 5th. I said fine. Then come July 5th, another payment was drafted from my account. I called back and they again said they were sorry and would issue me a refund back to my account. To this date I have not received it. Ive called multiple times, at least 9 and they assured me that my refund would be deposited in a few days. I called once again and the last representative stated that refund was not a priority for them and they would send me a paper check when they were ready. Ive never missed a payment with this company and they were always paid on time. They made a mistake with my money through no fault of mine and they have been using my money interest free for nearly 2 months now. I feel they owe me at least my refund and one months premium because Ive spent hours on the phone trying to get whats clearly due to me.Business Response
Date: 08/09/2024
Hello. We are providing our response for Complaint ID No. ********. Thank you.Initial Complaint
Date:07/26/2024
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 waiting for a claim to be processed since December 20, 2023 and now other claim from July 10 2024. I have been very patient waiting for a response they say claims are being processed every 7 to 10 day and I have been waiting for almost 8 months. I call them once a week and get nowhere with them they tell me the same lie each time I call. I wish they would follow their policy to keep their customers from not feeling like they are a fraud company. I pay every month on time out of my account and they have no problems accepting my money. Thank you *******************************Business Response
Date: 08/07/2024
Our company's response to your office is attached.Customer Answer
Date: 08/10/2024
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:07/25/2024
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.
My husband and I have two short-term disability policies with combined insurance. My husband had surgery on April 1, 2024. We filed a claim on April 8, 2024. We have given them all of the paperwork they have requested from doctors, etc. I have called them multiple times and have not received any check yet. Every time I call them, they state that they will expedite my claim and get back to me. The only correspondence I have had with them is through the mail. They always say they will send me an email or to check the portal to see updates. But those things never happen. I am so fed up with paying premiums and never receiving any kind of information on my claim , I have even asked to talk to the adjuster, but he is conveniently never available. They will not give me his name phone number or email address. I have never had a company not reach out to me personally about a claim. I have had to call them every single time . This insurance is supposed to help when you are off work and cannot pay bills. It has helped me in no way.Business Response
Date: 08/02/2024
Hello. Combined Insurance's response for BBB Complaint ID # ******** is entered below for your review. Thank you.
August 2, 2024
BETTER BUSINESS BUREAU OF GREATER Entered directly into the online complaint system
******* & NORTHERN ILLINOIS INC
************************
SUITE 2000
************; IL 60601
RE: BBB Case No. 22044020
Dear Sir/Madam,
We are writing in response to your correspondence regarding the BBB Case Number referenced above.
In response to the Policyholders/Inquirers statement that she and her Spouse have two disability policies with Combined Insurance, please be informed that she is mistaken. The Policyholder, who is also the Primary Insured, carries one disability policy and one accident/sickness policy with Combined Insurance. Coverage is provided for both the Primary Insured and her Spouse under each policy.
The inquiry to your office is claim related.As claim information is classified as confidential, we are unable to release details of the claim to your office. Instead, our **************** was contacted regarding this matter, and their response letter was mailed to the Claimant at the address on file today. Based on the feedback we ***************** Investigations CSI)) received from Claims, the Adjuster contacted the Claimant (by phone) on July 31, 2024, during which he was notified that benefits were paid.
As it relates to the Primary Insureds desired resolution of wanting a refund, a refund is not warranted for these policies because each contained a thirty day right to examine period which gave the Policyholder enough time to thoroughly review them and determine if they were suitable for their insurance needs. If not, the coverage could have been cancelled within the first thirty days of the effective date and a full refund would have been issued. This means the policies would have been terminated from the very beginning.As both policies have now been in effect for over nine months, no refund is due.Also note that since benefits have been paid, no refund is due.
If additional assistance is needed, our ************** Representatives are available between the hours of 7:30 AM and 6:30 PM Central Standard Time, Monday-Friday by dialing the toll-free phone number shown at the bottom of this page.
Thank you for contacting us.
Sincerely,
Combined Insurance Company of America
Consumer Service Investigations
Task #: 320380
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