Complaints
This profile includes complaints for Bankers Life's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 161 total complaints in the last 3 years.
- 55 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:06/05/2025
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.
The insurance company will not pay their end of the agreement: ****** if you have a heart attack and 2500 for a bypass that they paid for. They keep requesting more paperwork. I have sent it all to them, but every time its something else they want. I have gotten every document they have gotten none, even though I signed a medical release. They closed my claim; all I got was a runaround. I have two signed documents, one from the cardiologist and one from the heart surgeon; both agree I had a heart attack and need triple bypass surgery to prevent any more heart attacks. I guess the insurance men are more knowledgeable than the heart doctors.
Business Response
Date: 06/06/2025
Bankers Life and Casualty Company
PO Box 1916
******, IN 46082-1916
June 6, 2025
BBB Serving ******* and *****************
****************************************************
****************
RE: Bankers Life and Casualty Company
Consumer: ****** *****
Case Number: 23418382
Dear BBB:
This letter is in response to the correspondence received by the BBB and in our office on June ******. Thank you for allowing us the opportunity to address this matter.
In your correspondence you requested information regarding the above referenced complainant. In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals. A complete response is not posted to the BBB portal because the posts are public and can be accessed and viewed by other individuals; therefore, we are communicating directly with Mr. ***** to address his concerns.
We are still researching your concerns; however, additional time is required for us to complete our review and will respond directly to Mr. ***** to assure his concerns are fully addressed.
We hope the information provided has been helpful. If you have further questions or need additional assistance, please contact our customer service department at ************.
Sincerely,
***** ******
Sr. Consumer Relations Specialist
*******************Initial Complaint
Date:05/01/2025
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.
Entered by BBB staff LO Consumer states she had casualty insurance for her daughter. It should have paid out $200 for an ambulance ride and $500 for an overnight hospital stay. The consumer states back in February 2025 her daughter had both an ambulance ride and an overnight hospital stay but they insurance has not paid anything. They advised the consumer that they needed an itemized bill but the consumer does not know why that is needed. For the May 1st bill they took out $213.00, she states nothing should have been taken because she was paid in full through June. They sent her a cancellation letter in April and told her they would refund her for what she has paid but she has never received a refund for that either.Business Response
Date: 05/28/2025
Bankers Life and Casualty Company
PO Box 1916
******, IN 46082-1916
May 28, 2025
BBB ******* and N.********
**************************************************
*****************
RE: Bankers Life and Casualty Company
Consumer: ******* *******
Case Number: 23272590
Dear ******** ****** of BBB:
This letter is in response to the correspondence received in our office on May 25, 2025, and received by the BBB on May 1, 2025. Thank you for allowing us the opportunity to address this matter.
In your correspondence you requested information regarding the above referenced complainant. In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals. A complete response is not posted to the BBB portal because the posts are public and can be accessed and viewed by other individuals; therefore, we are communicating directly with Ms. ******* to address her concerns.
We are still researching your concerns; however, additional time is required for us to complete our review and to respond directly to Ms. ******* to assure her concerns are fully addressed.
We hope the information provided has been helpful. If you have further questions or need additional assistance, please contact our customer service department at ************.
Sincerely,
***** ******
Sr. Consumer Relations Specialist
*******************Initial Complaint
Date:04/28/2025
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 trying to get the equity from my life insurance policies and have submitted the proper documents. I have not gotten a refund and they are keeping the majority of the money I have been having these policies for about 20 years.Business Response
Date: 05/29/2025
Dear BBB of ******* and *****************:
This letter is in response to the correspondence received in our office on April 28, 2025. Thank you for allowing us the opportunity to address this matter.
In your correspondence you requested information regarding the above referenced complainant. In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals. A complete response is not posted to the BBB portal because the posts are public and can be accessed and viewed by other individuals; therefore, we have communicated directly with Ms. *******
We hope the information provided has been helpful. If you have further questions or need additional assistance, please contact our customer service department at *************Sincerely,
Consumer Relations
Initial Complaint
Date:04/04/2025
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.
Have been attempting to access my funds and have been unsuccessful, I put in a request about 5 weeks ago for withdrawal partial annuity have not yet received and no updates . I called 1800 number requested it be dont electronically since I had no updates of a check was ever issued, have not received funds that way either I want all my annuity money out to me from this placeInitial Complaint
Date:03/31/2025
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 trying to cancel my life insurance policy but cannot w/o written approval. First, contacted the **** in my area who I have never met, he finally called me back and said that "*******" would email me a discontinuation of services to DocuSign. Well, she never emailed me and now the ****, ***** doesn't return my calls. Banker's Life is still taking the automated payment from my account each month.Business Response
Date: 05/07/2025
May 7, 2025
RE: Bankers Life and Casualty Insurance Company
Consumer: ******* ******
Complaint ID Number: ********
To Whom It May Concern:
We are in receipt of correspondence dated May 5, 2025, regarding the consumer named above. Thank you for bringing this matter to our attention. We apologize for the delay in responding. This is the first we have been notified of this complaint.
Since we do not have authorization to release information to the Better Business Bureau, we have sent a letter to Mr. ****** today providing instructions to process the requested transaction.
We want to assure you of our continued commitment to providing our customers with the best possible service.If you have further questions or need additional assistance, please contact our *************************** at **************.
Sincerely,
***** ******
Consumer ********************Initial Complaint
Date:03/29/2025
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.
My draft date is on the 28th, and I explained that I wanted to change my draft date to the 4th of the month. The agent never explained that instead of the draft date of the 28th for the month of March, that the draft date would be moved up a week which is the 21st, and it caused a hardship for me not knowing that the $101.00 would come out of my account a week early, this was not agreed upon, nor discussed. Also, I called back to get the auto draft removed, and be charged monthly, again the agent never told me that this would then be a quarterly payment of $308.00. I then tried to go online to see if I can change the frequency of the drafts but got a message to call an office number. My concern and complaint is that the business does not seem to think it's importance to let the customer/consumer know they are going to use the privilege of being able to access my account and my money. There are no explanations of my options, only how they want to do it, and I don't do business that. I received a letter stating that my account has been changed to quartly and if I was going to cancel, to give them a call. I have invested at least 500 to 600 dollars and would like to keep my policy. However, the way I am being treated as a policy holder, is very uncaring and unprofessional.Business Response
Date: 04/29/2025
see attachmentInitial Complaint
Date:03/16/2025
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 contract with bankers life insurance company. In the last few months *** tried to set it up on auto pay. every single time I set it up the due date comes and it nothing comes outta my account. They failed to take it out of my account. I call ********************** and I they look it over. They assure me its taken care of and then send me on my way. A few times theyve had different excuses for why it hasnt came out But as of today, I have called bankers life SEVEN times on separate occasions after this has been set up and supposed to been taken out of account. This automatic payment has never came out of my account. The due date comes. Nothing comes out. I call bankers life again. I get somebody on the phone. Ive even talked to supervisors a couple times and they assured me oh this is the problem thats the problem. I get Im sorry well get it. I have it scheduled for 13 March. Its now 16 March no payments come out. AGAIN! I have a letter in the mail from them saying its all been set up to come out on13 March and here I am the 16th and once again no payment was ever taken. Im starting to feel like bankers life is intentionally trying to Not get my payment so they can cancel me for some reason. I think theres a scam going on. I cant understand why it would be so difficult to just simply take an ACH payment out of my account on the day that theyve agreed to on literally seven different occasions. Im done calling bankers life. Im over this bankers life can call me now.Business Response
Date: 03/25/2025
PO Box 1916
******, IN 46082-1916
March 25, 2025
BBB of ******* and *****************
**************************************************************
*****************
RE: Bankers Life and Casualty Company
Complainant: ****** *******
Case Number: 23072215
To BBB of ******* and *****************:
This letter is in response to your correspondence received regarding the above-referenced inquiry.Thank you for the opportunity to respond.
In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals, except as authorized in writing or otherwise permitted by law. As we do not have an authorization on file to respond to the Better Business Bureau, we have contacted Mr. ******* directly to confirm that this matter has been resolved.
We remain dedicated to providing the best possible service. If you have any additional questions or if we may be of further assistance to you, please feel free to contact our customer service department at **************.
Sincerely,
******** ******, ALMI ACS
Consumer RelationsInitial Complaint
Date:03/14/2025
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.
Mother death on Dec 11, 2024, life insurance policy number *******, amount of *****,they say (called several times the last 2 plus months) they have all paperwork and it is still under investigation with claims dept.Business Response
Date: 03/24/2025
March 24, 2025
RE: Colonial Penn Life Insurance Company
Consumer: ****** *********
Complaint ID Number: ********
Dear Ms. **************** are in receipt of correspondence dated March 14, 2025, regarding the consumer named above. Thank you for bringing this matter to our attention.
Since we do not have authorization to release information to the Better Business Bureau, we have mailed our response directly to the consumer today.
We want to assure you of our continued commitment to providing our customers with the best possible service.If you have further questions or need additional assistance, please contact our *************************** at **************.
Sincerely,
***** ******
Consumer ********************Customer Answer
Date: 03/25/2025
Complaint: 23065763
I am rejecting this response because: As I stated in the original complaint, my mother passed away on December *******. The family has been patient and also frustrated with the process. We have cooperated with Bankers Life and will told several times that it is a process. Note was told several times that paperwork is completed and 7-10 business days before check to be mailed out. Also note we are well past 3 months since mom passed and find this unexceptable. Thanks for handling this complaint we just want the waiting to end.
Sincerely,
****** *********Business Response
Date: 04/16/2025
April 16, 2025
RE: Bankers Life and Casualty Insurance Company
Consumer: ****** *********
Complaint ID Number: ********
To Whom It May Concern:
We are in receipt of additional correspondence dated April 14, 2025, regarding the consumer named above. Thank you for bringing this matter to our attention. We apologize for the delay in responding. This is the first we have been notified of this complaint.
Please note that we do not have authorization to release information to the Better Business Bureau. However, we previously wrote to Mr. ********* direction on March 24, 2025 confirming the claim had been paid and our records indicate that the claim check has since been cashed.
We want to assure you of our continued commitment to providing our customers with the best possible service.If you have further questions or need additional assistance, please contact our *************************** at **************.
Sincerely,
***** ******
Consumer ********************Customer Answer
Date: 04/17/2025
Complaint: 23065763
I am rejecting this response because:
Simply because of the length of time to receive death benefit. My mother passed away December ******* and I received check during the first week of April 2025. Unexceptable and numerous phone calls and run around. Recommend speeding up process for beneficiary(s)
Sincerely,
****** *********Initial Complaint
Date:03/10/2025
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.
Banker's Life calls me multiple times a week to talk to me about "my options for transitioning to ********** I tell them every time that I am 40, not disabled, and do not qualify for ********. Every call I tell them to remove me from the list, and they tell me they will. I can assure you I am still on the list, because I still receive calls frequently. Additionally, the numbers change and appear local, so there's no way to "screen" or simply note it as a spam call. This is ridiculous and predatory and I am to the point that I am going to look into legal options.Business Response
Date: 03/13/2025
In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals, except as authorized in writing or otherwise permitted by law. As we do not have an authorization on file to respond to the Better Business Bureau, we have mailed a letter to the customer to resolve this matter.
Consumer Relations Department
Bankers Life and Casualty Company
Initial Complaint
Date:03/04/2025
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.
My mother had a long term care account with ********************** and Casualty, which she was fully caught up on. In September of 2023 she went into assisted living, and then to hospice in January 2024, then passed. I (her son and financial power of attorney), have provided all necessary documentation and receipts, and continue to be denied payment owed for assisted living. Not even partial payments have been made.Business Response
Date: 04/11/2025
April 11, 2025
RE: Bankers Life and Casualty Insurance Company
Consumer: ***** *******
Complaint ID Number: ********
To Whom It May Concern:
We are in receipt of correspondence dated April 9, 2025, regarding the consumer named above. Thank you for bringing this matter to our attention. We apologize for the delay in responding. This is the first we have been notified of this complaint.
Since we do not have authorization to release information to the Better Business Bureau, we have contacted the consumer to confirm receipt of this complaint,and we will provide a written response directly to the consumer once our review is completed.
We want to assure you of our continued commitment to providing our customers with the best possible service.If you have further questions or need additional assistance, please contact our *************************** at **************.
Sincerely,
***** ******
Consumer ********************Customer Answer
Date: 04/11/2025
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,
***** *******
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