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.
- 56 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:08/11/2023
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.
After holding universal life policy ******* since ****, the company erroneously billed me in May. I was told by local agent that this was a great policy that they dont offer any more and I didnt owe the $195. I asked for that assurance in writing. When I didnt get it I sent the payment to ********** 3 days before deadline along with request for clarification. Next letter told me I had been placed on Non- Forfeiture Continuation of Insurance and could not make any more payments. My life insurance would cover me until age 80 and then I would have none. They also refunded the $195 that I paid. My annual premium is $585 and my accurate payments earned over $800 last year as it had in previous 20 years. I am so frustrated with lies, jargon and lack of communication that Im almost ready to cash in the policy. Can you help? Have others made similar complaints about Bankers Life?
Business Response
Date: 08/25/2023
PO Box 1916
******, ** 46082-1916
August 25, 2023
BBB of ******* and Northern ********
********************************************************************************************
RE: Bankers Life and Casualty Company
Complainant: *************************
Case Number: 20457153
To BBB of ******* and Northern ********:
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 **************** 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 RelationsCustomer Answer
Date: 08/28/2023
Complaint: 20457153
I am rejecting this response because:I certainly do not accept this canned response that Bankers has no release of information from me and cannot comment. This is not progress toward resolving my issue. I would happily sign a release of information in order for Bankers Life to give BBB and me a CLEAR explanation of why they changed my policy status and what my status is today!
Even after a conversation with their representative, I am very unsure of my policy status. Like all my phone conversations, I got a variety of explanations that did not make any sense but was told they still changed my status to Continuation of Insurance. I have no idea and nothing in writing that assures me my policy is back in active status under the provisions of the original policy.
I definitely expected a more solid response IN WRITING!Sincerely,
*************************Business Response
Date: 09/19/2023
PO Box 1916
******, ** 46082-1916
September 19, 2023
BBB of ******* and Northern ********
************************************************************************************** 60611
RE: Bankers Life and Casualty Company
Complainant: *************************
Case Number: 20457153
To BBB of ******* and Northern ********:
This letter is in response to your correspondence received regarding the customers rejection for 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 will contact **************** directly by letter to provide the requested information.
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:08/02/2023
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: 08/01/2001 Policy# ******* Approximately $24,000 was paid into policy. This institution illegally dropped my policy after I paid 22yrs into the policy. I never received any notices that the policy was canceled I have written letters and gathered statements from this institution without any resolution to the issue. I have requested to have me policy reinstated but I have been denied. At this time to resolve the issue I would like to have my policy reinstated after it was illegally terminatedBusiness Response
Date: 08/16/2023
PO Box 1916
******, ** 46082-1916
August 16, 2023
BBB of ******* and Northern ********
********************************************************************************************
RE: Bankers Life and Casualty Company
Complainant: *********************
Case Number: 20415462
To BBB of ******* and Northern ********:
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 ************** directly to advise that we will be submitting our response to the ****************** of Insurance, once we complete our investigation.
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 RelationsCustomer Answer
Date: 08/19/2023
Complaint: 20415462
I am rejecting this response because:
Sincerely,
*********************Initial Complaint
Date:07/29/2023
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've made four payments on my life insurance in july and they said That I'm in danger of lapsing my policy., No matter how many payments I make, no money seems to be coming off my account. According to the spokesperson, I was three months behind in mid july so I made three payments then and then another payment at the end of july, After those 4 payments, they said that I'm still 4 months behind. After five calls I still cannot resolve this.Business Response
Date: 08/09/2023
August 9, 2023
BBB OF ******* AND NORTHERN ********
**************************************************
******* ** 60611
Insured: ***********************
Reference Number: BBB ID Number ********
We are in receipt of correspondence dated July 29, 2023 regarding the insured named above. Thank you for bringing this matter to our attention.
As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.
Sincerely,
*******************************
Consumer ********************Initial Complaint
Date:07/17/2023
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.
On September 5, *********************************************************** my heart upon recieving surgery. This incident took place at ******************************* in *******, **. I have a critical illness policy with Bankers Life Insurance company in which I have had the policy since December 6, 2012. No missed or late payments have ever been a problem all payments have always been automatically withdrawn from my bank accont since 2012. The name of the policy is Lump Sum Critical Illness Policy - Heart/Stroke/End Stage Renal Failure. It was explained to me that if I lived through and recovered from the heart attack I would recieve the policy amount of $10,000. I have submitted the claim with medical documentation of the heart attack to Bankers Life and have not been sucessful with my claim as Bankers Life has denied it. I am seeking help of receiving the compensation owed to me from my critical illness policy. The doctor who performed the stent surgery from the heart attack is ********************* - ************Business Response
Date: 07/27/2023
Bankers Life and Casualty Company
PO Box 1916
******, ** 46082-1916
July 27, 2023
BBB of ******* &Northern ********, Inc
********************************************************
******* ** *****
RE: Bankers Life and Casualty Company
Complainant: *******************************
Case Number: ********
Dear BBB of ******* & Northern ********:
This letter is in response to your correspondence dated and received in our office July 18, 2023. 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 persons, except as authorized in writing or otherwise permitted by law. Therefore, we require an authorization to release this information to you. We have communicated directly with ************************ providing an update on the claim filed and addressing his concerns.
We want to assure you our continued commitment to provide the best possible customer service. If you have any questions, or if we may provide any further assistance, you may contact out customer service department at ************.
Sincerely,
***********************
Sr. Consumer *******************************************Customer Answer
Date: 07/28/2023
Complaint: 20335705
I am rejecting this response because:
Sincerely,
*******************************Initial Complaint
Date:07/13/2023
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.
See AttachedBusiness Response
Date: 07/14/2023
July 14, 2023
RE: Colonial Penn Life Insurance Company
Consumer: *********************
Complaint ID Number: ********
Dear **************:
We are in receipt of correspondence dated July 13, 2023, regarding the consumer named above. Thank you for bringing this matter to our attention.
As we do not have authorization to release information to the Better Business Bureau,we contacted the consumer directly by telephone on July 14, 2023 regarding this matter..
We want to assure you of our continued commitment to provide our customer with the best possible service. If you have further questions or need additional assistance, please contact our *************************** at **************.
Sincerely,
***********************
Consumer Relations DepartmentInitial Complaint
Date:06/23/2023
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.
In December **** I took a policy out I've been paying ever since and have put in roughly ****** dollars to this policy. I have always paid ****** for as long as I can remember. Now I receive a letter stating my policy has increased form ****** a month to 606 dollars a month I am on Social Security and I cant afford it. They told me they cant lower the price and there is nothing they can do. At the increased price of 606 I would be paying ****** dollars until I'm 89 for a ******* dollar policy. I am extremely upset and I have been paying this policy so my children would be taken care of after I pass away. Now I cant afford it after the years I spent paying into this policy, trusting that they would do what they promised to do. I want everyone to be aware of how I have been treated.Business Response
Date: 06/30/2023
June 30, 2023
RE: Bankers Life and Casualty Insurance Company
Consumer: ***********************
Complaint ID Number: ********
To Whom It May ****************** are in receipt of correspondence dated June 26, 2023, 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 a response directly to the consumer today.
We want to assure you of our continued commitment to provide our customer with the best possible service. If you have further questions or need additional assistance, please contact our *************************** at **************.
Sincerely,
***********************
Consumer ********************Initial Complaint
Date:05/29/2023
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 am the power of attorney for my elderly mother who is in a nursing home. She took out a casualty and life policy and has paid into it for roughly 30 years so that if she ended up in a nursing home someday things would be taken care of and family would not have to worry. This company will not answer my calls, will not provide me information, and takes several weeks if not months to even return a call. They said they would send a nurse to the assisted living home to do a review of qualification. A nurse was supposed to contact me but never did. The claims department is not helping at all. We have spent around $55,000 on this policy over the years and are not getting ANY help. Our next step will be to get a lawyer. This is not acceptable to take advantage of elderly people. This is exactly what is happening. I will not allow them to take our money or to not help. I want answers. I want a contacted. I want a nurse to do this review they say they have to do. I want someone to answer my calls.Business Response
Date: 06/02/2023
We are in receipt of correspondence dated May 30, 2023 regarding the mother of *****************, ID #********.Thank you for bringing this matter to our attention. As we do not have HIPAA authorization on file to respond to the BBB, we will respond directly to the client regarding this matter.
Sincerely,
Consumer Relations DepartmentCustomer Answer
Date: 06/08/2023
Complaint: 20117657
I am rejecting this response because:
Sincerely,
*****************Initial Complaint
Date:05/23/2023
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.
I have called several times to get my policy number I never received they have been taking money from my account and when I call its a 3 hour wait time they place you on hold than hang up they cant pull up my information with the ssn they have poor customer service skills and wasnt any helpBusiness Response
Date: 05/31/2023
May 31, 2023
RE: Bankers Life and Casualty Insurance Company
Consumer: *************************
Complaint ID Number: ********
To Whom It May ****************** are in receipt of correspondence dated May 23, 2023, regarding the consumer named above. Thank you for bringing this matter to our attention.
We contacted ************ by telephone to provide the requested information on May 24, 2023. Please note that we are limited in the information we can provide ************ without the authorization of the policy owner. In order to update the address on file for the policy, the policy owner should contact ** at the telephone number below or he may obtain a Life and Annuity Policy Information Form on our website at ********************************************.
We want to assure you of our continued commitment to provide our customer with the best possible service. If you have further questions or need additional assistance, please contact our *************************** at **************.
Sincerely,
***********************
Consumer ********************Initial Complaint
Date:05/22/2023
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.
They have cancelled my insurance policy stating that they have not received the minimum premium. My premiums are automatically deducted from the bank monthly so how was it not paid? They also used my insurance dividends without my permission. All I want is all premiums paid sent back to me and my dividends sent back.Business Response
Date: 06/01/2023
June 1, 2023
BBB OF ******* AND NORTHERN ********
*************************************************
******* ** 60611
Insured: *******************
Reference Number: BBB ID Number ********
We are in receipt of correspondence dated May 24, 2023 regarding the insured named above. Thank you for bringing this matter to our attention.
As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.
Sincerely,
*******************************
Consumer ********************Customer Answer
Date: 10/13/2023
Complaint: 20084620
I am rejecting this response because: Please see the attached document.
Sincerely,
***************** DukesBusiness Response
Date: 10/19/2023
Thank you for submitting the authorization to release information to the Better Business Bureau. Our detailed explanation of how the policy lapsed was sent to the customer in June. Our decision remains the same. Today, we have also responded to the ****************** of Insurance in response to the customer's recent complaint. We advise the customer to contact the Department for more information.
Sincerely,
Consumer Relations
Bankers Life and Casualty Company
Initial Complaint
Date:05/20/2023
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.
They sold my husband a whole life policy, and completely misrepresented it. We are now out $73K, with nothing to show for it.Business Response
Date: 05/30/2023
We are in receipt of correspondence dated May 20, 2023 regarding ***********************, ID #********. Thank you for bringing this matter to our attention. As we do not have HIPAA authorization on file to respond to the BBB, we will respond directly to the client regarding this matter.
Sincerely,
Consumer ********************Customer Answer
Date: 05/31/2023
Complaint: 20084709
I am rejecting this response because: It has nothing to do with hipaa - its about *** being crooks and liars, and defending their agents who are crooks and liars. They are being sued in 5 states or deceptive practices, elder abuse and a host of other charges. They are in receivership because their top guy is facing a federal prison sentence, and the company will have to be sold to satisfy the victims of his fraud.
Sincerely,
*************************
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