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:05/19/2023
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 requested via email and leaving voice messages to this location about canceling a policy that I have. It has been two weeks and I have not heard back or received any information regarding canceling my policy.
Business Response
Date: 05/26/2023
March 26, 2023
*************************
Better Business Bureau of ******* &Northern ********, ****
********************************************************************************
RE: Bankers Life and Casualty Company
Complainant:*********************************
Case Number: 20081788
Dear ********************:
This letter is in response to your correspondence dated and received in our office on May 19, 2023, regarding a complaint filed by *********************************. Thank you for allowing ** the opportunity to respond to your inquiry.
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 **************** on
May 25, 2023, and addressed his concerns.
We want to assure you of 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 our customer service department by dialing **************.
Sincerely,
*****************************
Consumer RelationsInitial Complaint
Date:05/04/2023
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.
Policy number *********. They took premiums when premiums should not have been taken. They took out February and March premiums. My daughter called them yesterday to see how we go about getting refund and what we need to send in. They gave her a list of items to send in. they have caused me to bounce 4 checks due to them taking those premiums when they should not have. I sent in the request in on 03/20/2023 to surrender the cash value of the policy. I would like to be refunded in the amount of $154.36 and the cash value of the policy.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 19, 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:04/18/2023
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.
Contact owes roughly around *****.Business Response
Date: 04/20/2023
We are unable to locate a policy for ***** **** to review her concerns. We were unable to contact her at the number listed in the complaint, ************.
If the complainant would like to provide ** with more details regarding her concerns, she may contact ** directly ** writing, at P.O. Box ****, ********** 46082.
Sincerely,
Consumer Relations
Bankers Life and Casualty Company
Initial Complaint
Date:04/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Paid for Long term **************** Policy for ***************************************** October 2022 Called in December because Medical Record release had not been sent to ****************** Bankers life would not send 3 patient identifiers (name, DOB, Social Security number etc for records to be released Had to send my own records release to *********** agent in January with 3 identifiers Records were sent over on March 6th ******** pages to be exact I called on March 9th 2023, bankers life informed me that had not received the records Called on April 6th, *************************************************************************************************** April 10th, 2023 Team lead called me on a recorded line and again stated they had not received the medical records till I gave her a confirmation umber that they did receive them in March 6th. Team lead placed me on hold for 4 min to confirm they did receive them and she would call me back with an update. April 12, 2023 called on a recorded line and stated that the claims department would be going through the records and it would be another 2-3 weeks The policy holder has terminal cancer and we have been fighting for this policy to be activated for 6 months. The patient might not have 3 weeks and if they would have started the claims process on March 6th when they received the records, the policy would be activated by now. I really would appreciate any help in this matter. Thank you Ps- I have documentation of all correspondence with Bankers Life, **************** Agent and CIOX for the medical records.Business Response
Date: 04/19/2023
April 19, 2023
RE: Bankers Life and Casualty Insurance Company
Consumer: *************************
Complaint ID Number: ********
To Whom It May ****************** are in receipt of correspondence dated April 12, 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 have mailed our 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 ********************Customer Answer
Date: 04/26/2023
Complaint: 19926652
I am rejecting this response because: I do not feel that the situation was rectified. I spoke to customer service again yesterday and was only told that the claim is under review. But, the customer service representative could not tell me if the claims department had all records they needed to validate the claim. She also stated that it would be 29 business days from April 11th for the claim to be processed. I am also including the correspondence Bankers Life mailed where they admitted the medical records were not sent to the correct department on March 6th, 2023. But, Im just wondering how this is my fault? If the records were sent to the correct department in the first place the 29 days would have been up on April 14th. My life expectancy is not that long. Again, I feel like we are being put off by Bankers Life for the profit of the company.
Sincerely,
*************************Business Response
Date: 05/05/2023
May 5, 2023
RE: Bankers Life and Casualty Insurance Company
Consumer: *************************
Complaint ID Number: ********
To Whom It May ****************** are in receipt of additional correspondence dated April 30, 2023, regarding the consumer named above. Thank you for bringing this matter to our attention.
We notified the consumer in writing on May 3, 2023 of our benefit eligibility determination and additional notification will be sent to the consumer once the claim processing is complete.
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:04/07/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bankers life insurance is a fraud cause my sister passed away Feb 21 of this year she had a policy on her son and she also had a policy on herself well bankers knew the date of death but no matter what they went into my account and still took out a premium for her sons policy of ***** and made my account overdraft well they said bankers life paid back the ***** to the son once he got her death policy they put the ***** on her policy well I dont really talk to him so lets see they took it out of my account but paid it back to him. Wow how dishonest is that!Business Response
Date: 04/17/2023
While our review determined that our process was correct, as a gesture of good will, we have honored the customer's request.
Sincerely,
Consumer Relations
Bankers Life and Casualty Company
Customer Answer
Date: 04/26/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:03/24/2023
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.
Bankers Life agent ***************************, ************, or work, ************, from the ********* ID office tried to sell me a fixed indexed annuity, requiring me to deposit $100,000 with Bankers Life, which he said would pay me ****% interest, tax deferred, & told me it would eliminate my long term care premium payments. When I spoke with the headquarters at ********************************** *************** in *********** ********* at ************ they said they dont offer anything like that.. I also spoke with the manager at the ********* office, *******************************, ****************** gave me more facts stating they were just trying to help older people by eliminating their premium payments. It is s deceptive way to scam older people using their existing policy information to take large amounts of their money. I believe the whole ********* ID office is in on this ponzie scheme! Please shut them down so they dont ******* any more elderly individuals.Business Response
Date: 03/28/2023
We are in receipt of correspondence dated March 24, 2023 regarding named insured, 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 DepartmentInitial Complaint
Date:03/24/2023
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 Nov 17th 2022, *************************** and another Bankers insurance agent came to my house to fill out a change of beneficiary form. It is now March 24th, 2023 and the change hasn't been made. I have called all the provided numbers multiple times, left messages for the agent, but haven't received a return phone call. I finally called an 800 number hoping that the changes were made, but instead confirmed that no paperwork has been filed and no changes have been made to the policy. For a company that deals with sensitive private data and people's money, this is reckless behavior. I will also report this incident to the agencies that certify insurance services such as Bankers Life.Business Response
Date: 03/31/2023
March 31, 2023
RE: Bankers Life and Casualty Company
Consumer: *****************************
Complaint ID: ********
We are in receipt of correspondence dated March 24, 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 our response directly to the consumer today.
We want to assure you of our commitment to provide our customers with the best possible service. If you have further questions or need additional assistance, please contact our *************************** at **************.
Sincerely,
***********************
Consumer Relations Department
Customer Answer
Date: 04/06/2023
Complaint: 19848803
I am rejecting this response because: The letter I received does not address the complaint. It is the response to a different request - unrelated to this complaint. I have also not received a beneficiary change confirmation letter at this point, so the problem remains.
Sincerely,
*****************************Initial Complaint
Date:03/20/2023
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.
******'s Life sent an agent to our home after making an appointment with my house partner. They were very nice, very informative. We each agreed to a policy, and my house partner gave them his banking information to set up automatic payments. My house partner's policy application was rejected, while mine was accepted. Both policies were to be deducted from his account, and I never gave my banking information to the agent. I got an auto-withdrawal from my account for $68.74 on March 17, 2023. When I called the bank, they told me it was from a life insurance company. I called the agent, and was told that the bank changed the account number on the auto-withdrawal to match my name and account number. The bank assured me that this is illegal, and that they would have just sent ******'s Life an auto-withdrawal refusal notice if the name and the account number didn't match up. I don't know how they got my account number, but this really has me quite angry.We have not received any policy information, regarding the price, the terms, the amount - none of it.Business Response
Date: 03/31/2023
March 31, 2023
RE: Bankers Life and Casualty Company
Consumer: *************************
Complaint ID: ********
We are in receipt of correspondence dated March 21, 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 our response directly to the consumer today.
We want to assure you of our commitment to provide our customers with the best possible service. If you have further questions or need additional assistance, please contact our *************************** at **************.
Sincerely,
***********************
Consumer Relations Department
Initial Complaint
Date:03/16/2023
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.
As you can see that they have my husband's wrong birthday. ******************************* was told about this before my husband died and he was supposed to correct this. I was sent paperwork to update our information which I did with help from someone on the phone last year. Because of the wrong birthday I can't get any information on this account. I hope you can help straighten this out.Business Response
Date: 03/27/2023
PO Box 1916
******, ** 46082-1916
March 27, 2023
BBB of ******* and Northern ********
********************************************************************************************
RE: Bankers Life and Casualty Company
Complainant: *************************
Case Number: 19598340
To BBB of ******* and Northern ********:
This letter is in response to your correspondence received regarding the above-referenced inquiry.Thank you for the opportunity 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 RelationsInitial Complaint
Date:02/28/2023
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.
Life insurance policy; have been told numerous times by this office and main office they were sending life insurance check. This has been ongoing since about a week after my mother passed on Jan,1st,2023. They have continued to lie about sending check, check being reissued by main offices when it never was. They need to send the check and should pay for every day I did not receive it. Office in Salem has lied about main office sending check then reissuing check for the last 7 weeks. I called ************ again 2 weeks ago said main office sent check in ******* but we never got it they dont send it directly to client. So ***** said they the main office reissuing check, received nothing called main office today the 28th of February this is 2 weeks after ***** said they were sending new check And they said they never told ************ they were re- sending another check. So again today the main office after we spoke to them said they would be resending check to ************, were is the first check, why did ************ lie about main office sending check. Since ***** has to either deliver check themselves or mail it how long were they going to wait,especially since they stated they "have notes Posted about it" . They made sure they got their Payments on time with threat of discontinuing policy if not, now its their time to pay and they avoid paying. It should not take them this long to pay. We sent death certificates certified mail, so we would know they received them. I am the contingent beneficiary due to my father passing 6 months before my mother.Business Response
Date: 03/08/2023
March 8, 2023
BBB OF ******* AND NORTHERN ********
121 ********************, Suite 2000
******* ** 60611
Insured: **********************;
Reference Number: BBB ID Number ********
We are in receipt of correspondence dated February 28, 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 ********************
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