Complaints

This profile includes complaints for Bankers Life's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Bankers Life

  303 E Wacker Dr Fl 5 Chicago, IL 60601-5212

  
• 

  Bankers Life

  1544 Eureka Rd Ste 150 Roseville, CA 95661-3093

  
• 

  Bankers Life

  10 Patewood dr. Ste 450 Greenville, SC 29615

  
• 

  Bankers Life

  706 S Main St Cheboygan, MI 49721-2220

  
• 

  Bankers Life Advisory Services, Inc.

  200 E 7th St Ste 203 Loveland, CO 80537

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/23/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A Representative, ***********************, from the Lafayette, ******* location, came by my house unsolicited. My house sitter answered the door. I was not home. He revealed too much about me while talking to the house sitter. It was as if I were being stalked. I did not contact or ask for information from anyone associated with Bankers Life. I do not appreciate unsolicited & random visits from a company that I know nothing about and don't want to do business with. I want all contact with this company and its affiliates stopped immediately.

  

  Business Response

  Date: 03/03/2023

  We appreciate the opportunity to reply to **************** concerns.

  Agents often go door to door to solicit a specific type of insurance. Door to door solicitation is a way for our agents to expand prospecting opportunities; however,  in this case we are sorry to learn that **************** was dissatisfied with their attempts and he felt they were intrusive.
  
  We regret the inconvenience **************** experienced . We forwarded his feedback to the appropriate channels to ensure that our prospective customers will not share his negative experience in the future. Our agents are trained to detect and comply with existing building /community solicitation restrictions as well as provide solicitation disclosures at the beginning of a conversation.
  We understand this was a frustrating situation and we have been working with the local branch to ensure that no further solicitation will be initiated to **************** household. His information was  placed on our Do Not Contact list.
  
  Thank you for taking the time to bring this matter to our attention. We wish to assure you and **************** of our continued effort to promote an ethical business environment.

  
  Sincerely,
  Consumer Relations
  Bankers Life and Casualty Company

   

   

  
  

  Customer Answer

  Date: 03/08/2023

   
  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:02/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have recently taken over an insurance policy my dad (*************************) opened up for me I am assuming when my mom passed away. This is a man who pays all this bills on time, and very old school doesn't even use any type of online banking or anything. He asked me to take over this policy which I agreed to as an adult and I would pay annually to make sure this is paid on time and never missed. I have called over the last year so 2022 to make sure all I had to pay was the $368 or whatever the annual payment is and nothing is needed. I have spoken to a few representatives and mainly ************************* CLTC the Unit Sales Manager who her dad who use to come to my house as a kid as long as I remember to do insurance with my dad. Nonetheless, when I spoke to ***** on several occasions probably even during 2021 no one has ever mentioned a loan was taken out on March 18, 2019, or even told me a loan was even on the policy. However, as I proceed to make sure the loan was in good standing and called on a regular occasion to make sure I got the correct document information to take over the loan no one ever mentioned that a loan was due or even on this policy in the amount of $1,341.57 and to verify what I needed to pay to keep this policy current. After calling and speaking with several representatives about this and even the person who is the Person of Contact (POC) ************************* she was never made aware of this or even ****** this to my attention or my father the entire time we have contacted or spoken with her. I can honestly state I did not receive any mail or correspondence regarding this loan, but I know when I called into the payment center to question what is due or how much need to pay to make sure my policy is up-to-date and current this should be one of the first things mentioned. After speaking with the ** ************************* or the supervisor ***** (did not want to provide her last name) both advised that they are not required to mention or advise any customer of a loan that is associated with a policy unless they specially state the word loan. The lady knows my dad is an older black man who has been going through health conditions and if I didn't ask a question about taking money out on this policy I would have never heard or had this mentioned to me. I don't know if it is just discrimination because of his age, race, or tricking their customer to pay an interest and only advising them of this loan during covid time when most people weren't able to receive mail cause of the mail system having issues.

  

  Business Response

  Date: 02/21/2023

  We are in receipt of correspondence 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 ********************

• Initial Complaint

  Date:02/16/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filled Cash Surrender Valve on Policy *******. On Mar 6 2022 I received check for $6,727.25. In Jan 2023 I contacted ********************************* to see when 1099R tax document will arrive, that stated Feb 2023. On contact they again 15 Feb 2023 about 1099R. I did give consumer service my email address but no response yet.

  

  Business Response

  Date: 02/21/2023

  
  
  PO Box 1916
  ******, ** 46082-1916
  
  
  February 21, 2023
  
  
  BBB of ******* and Northern ********
  121 *******************************,Suite ****
  *******, ** 60611
  
  
  RE:  Bankers Life and Casualty Company
          Complainant: *************************  
          Case Number: 19416885
  
  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 Relations
  
  

  Customer Answer

  Date: 02/21/2023

   
  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:02/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the course of 3.5 years I have been paying on this policy that doesn't have my child as the correct gender. I have attempted to correct this through 5 agents, 2 managers, and a financial advisor that works in the company and through 3 different offices. At this point with the incompetence with this company I am requesting a full refund on all premiums paid since issuance, as they have not been taking the correct cost of insurance from the cash value. Policy number: ********* Insured: ***************************** Owner: ***************************** (me)I have waited another month since talking to the last person and no resolve has been done.

  

  Business Response

  Date: 02/24/2023

  
  
  
  
  
  PO Box 1916
  ******, ** 46082-1916
  
  
  February 24, 2023
  
  
  BBB of ******* and Northern ********
  121 *******************************,Suite ****
  *******, ** 60611
  
  
  RE:  Bankers Life and Casualty Company
          Complainant: ***************************  
          Case Number: 19414584
  
  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 Relations
  

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19414584
  
  I am rejecting this response because:

  
  Bankers Life has not fixed the issue as of yet, and actually has charged me another $26.00 in that matter. At this point since there hasn't been a phone conversation or any letters sent for my request, and due to the fact the company has admitted to their mistake, I am requesting a full refund of all premiums. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The last of October, 2022, sales people from ******'s life knocked on our door without an appointment. We told them we were not interested in Life Insurance, but we needed health insurance to supplement what we have. I am 82 years old, my husband 77, and he is has 80% hearing loss, and he is not fluent in English. This supplemental insurance is what we believed we could buy from Banker's Life. Just 2 weeks ago we noticed small amounts were being taken from our bank account without our knowledge. Since we did not know what this was for, we closed the account. We never received a policy from BL. Sales people come to our door weekly trying to sell us on Banker'Life. We tell them we don't want to do business with BL for life insurance.Now that our old bank account has closed, two days ago we get billed for a policy we didn't buy. On this correspondence there is a policy number there is no working phone number to contact them. I will need to go through our bank records to determine exactly how much BL has stolen from us. I am now looking at a bill from them for $117.47 for **** and one for me for $129.88.

  

  Business Response

  Date: 02/22/2023

  February 22, 2023
  
  
  RE: Bankers Life and Casualty Insurance Company
  Customer(s): ******* and *********************
  Complaint ID Number: ********
  
  To Whom It May ****************** are in receipt of correspondence dated February 14, 2023, regarding the customer(s)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 customer(s) 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:02/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bankers Life is unresponsive in settling a ************** Insurance Claim. Repeated phone calls have been made and I have received many conflicting responses still with no results. I have been told no additional information is needed and the claim has been processed only to call again after waiting weeks to hear that the claim is still under review and has not been processed for payment.

  

  Business Response

  Date: 03/02/2023

  
  Bankers Life and Casualty Company
  PO Box 64918
  ************ ** 55164-0918
  
  
  March 1, 2023
  
  
  
  Better Business Bureau of ******* & Northern ********
  330 *******************, Suite 3120
  *******, ******** 60611
  
  
  
                                                                                                          Re:  Case # ********
  
  Dear Sir or Madam,
  
  We received your February 9, 2023 letter transmitting *********************** concerns regarding a long-term care claim.
  
  Due to federal privacy laws relating to the disclosure of protected health information enacted with the Health Insurance Portability and Accountability Act, we are unable to disclose any details to the Better Business Bureau regarding this issue.  We have issued a response addressed directly to ************************
  
  If he has any questions, our ************* Professionals are available at ************, Monday through Friday, 8:00 a.m. to 6:00 p.m.Central Time.
  
  Sincerely,
  
  ***************************************
  
  ***************************************
  Supervisor, Claims Exam
  Administrator - LTCG

• Initial Complaint

  Date:02/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Nov 2021 we completed paperwork with Bankers Trust to transfer the ownership of an annuity from ************************* to the ********************* ****** Irrevocable Trust. In May 2022, having realized unforeseen tax implications, my daughter and I asked Bankers Trust to transfer the ownership of the annuity back from the Trust to ************************* and under the direction of Bankers Life, completed and uploaded the paperwork Bankers Life supplied. We received electronic confirmation it had been completed. Both transactions were overseen by the same employee - ***************************. Last week the Trust received a tax notification that revealed that the transfer last May was never executed. As ********************* had left the company, we contacted his replacement, his former supervisor and the head office. Although the correct paperwork has now been filed no one has taken responsibility for this mistake. This mistake has cost us money as the Trust must pay tax on the annuity payments, whereas had the annuity been returned to ************************* tax would not be due because her income falls beneath the tax threshold. A Bankers Life employee told us that from what she could see ********************* used the wrong form. We have a complete email exchange with *********************/Bankers Life recording the change of ownership request in May 2022, the reasons for so doing, the instructions we were given as we completed it electronically (extracts attached - more can be supplied). We have the confirmation email from successfully completing/uploading the form we were issued (attached).We want Bankers Life to take responsibility for this mistake and pay us back the full tax amount that the Trust would not have to pay to the US government from 05/22- 02/23 plus an accountancy charges we will have to pay for the ************************************************************************************************************************************************* 2022 as we did not request the ownership change until 05/22.

  

  Business Response

  Date: 02/14/2023

  
  
  
  
  
  PO Box 1916
  ******, ** 46082-1916
  
  
  February 14, 2023
  
  
  BBB of ******* and Northern ********
  121 ********************,Suite 2000
  *******, ** 60611
  
  
  RE:  Bankers Life and Casualty Company
          Complainant: *************************  
          Case Number: 19329264
  
  To BBB of ******* and Northern ********:
  
  This letter is regarding your correspondence received in our office on February 3, 2023. We are still reviewing your request and need additional time to complete.
  
  Thank you in advance for your patience while we review this inquiry. We anticipate completing our review within the next 15 business days. If you have any questions, you may contact me at ************.
  
  
  
  Sincerely,
  
  
                        
  *****************************, ALMI ACS
  Consumer Relations
  

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 19329264
  
  I am rejecting this response because:  

  I fully reject anything that the business has said to the BBB or myself to suggest they have corrected any aspect of their dealings with the issue of the complaint and now formally ask the BBB to reopen my complaint.
  

  
  

  I responded to the business contact (as below) representing Bankers Life upon receipt of their email regarding this complaint.  At that time they still did not seem to have fully read my complaint or understand the problem and therefore were not addressing it in the response.  I therefore fully mapped out for them what the business had done wrong in terms of the tax liablity.  I never received any reply either from the named contact below or any other person at Bankers Life.  As of today all details I provided in my complaint of early 2023 remain true and have not been addressed. I thought then that the matter was being resolved.
  

  
  

  The fact that Bankers Life had not corrected the mistake only became known to me late in 2023 when my household again received a tax form from Bankers Life for completion by the Trust, evidencing that they still had not sorted out their internal accounting records. For the sake of clarity and completeness let me state once again, ******************************* ****** Irrevocable Trust has never received a single ***** from Bankers Life at any point in time regardless of any changes of names on any of their paperwork (which itself was only for a few months in 2022) for the simple reason that they never changed any bank account numbers that they held for payment and therefore all money at all times continued to be paid directly by Bankers Life into the bank account of ********************* ****** and NEVER, EVER to the Trust. 
  

  
  

  I have telephoned and emailed the only contact I had for Bankers Life for this matter (below contact) repeatedly since I discovered the problem had not been addressed and have had no response whatsoever.  The name on the communication to me was ***************************** and it is to her I have emailed and left messages.  I have not had a bounceback on emails and her voicemail is still active as of today so I know that my efforts to contact her have been going through.  I do not know who this person is but if they are an outside contractor then at the very least they should have been passing on my emails and messages to their contact at Bankers Life.  I have no indication whatsoever as to what they have or have not done because no one has contacted me in anyway either ******** or anyone at Bankers Life. 

  
  

  I have tried to be patient and courteous throughout this experience but this has become ridiculous and maddening.  I turn to the BBB again because no efforts on my end have had any impact.
  

  
  The contact details for the person at or representing Bankers Life as per above has presented her contact info in her email footer is:

  
  

  *****************************, ALMI ACS

  Consumer Relations Specialist

  O: **************

  ****************************************

   

  I look forward to this matter being addressed and actually resolved finally.

  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/24/2024

  
  PO Box 1916
  ******, ** 46082-1916
  
  
  January 24, 2024
  
  
  BBB of ******* and Northern ********
  ********************************************************************************************
  
  
  RE:  Bankers Life and Casualty Company
          Complainant: *************************  
          Case Number: 19329264
  
  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 was previously resolved on March 3, 2023.
  
  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 Relations
  

• Initial Complaint

  Date:01/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a life insurance policy with this company for 3 year but in September of last year my money order for my payment was lost in the mail. I had to do a tracer on the money order and got a refund. I was told by a representative that I could remake the payment but when I did the sent me two checks back and canceled ********* keeping all of my payments.

  

  Business Response

  Date: 01/26/2023

  January 26, 2023
  
  
  
  BBB of ******* AND NORTHERN ********
  330 **************** SUITE 3120
  ******* ** 60611
  
  
  Insured: ********* Commodore
  Reference Number: BBB ID Number ********
  
  We are in receipt of correspondence dated January 16, 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:01/14/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Random stranger coming to our private home unsolicited. This is the second time I am filing a complaint against these salespeople for random, unexpected visits to sell us insurance.

  

  Business Response

  Date: 01/24/2023

  We appreciate **************** taking the time to make us aware of her concerns regarding this matter. We understand that this was a frustrating situation and wish to reassure **************** that, upon receiving her complaint, we have been working diligently with our field management and regional director to ensure that no further solicitations would ever be initiated from our branch office.

  Sincerely,

  Bankers Life and Casualty Company 

  Consumer Relations

  Customer Answer

  Date: 01/25/2023

   
  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:01/03/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company owes me 800 for an agreement we had and they have failed to honor it. I can't contact the manager **** as he refuses to handle the matter and corporate refuses to provide a sufficient phone contact for me to reach to resolve the issue.