Business Profile

Insurance Services Office

Bankers Life

Headquarters

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 Complaint

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:12/07/2022
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.
Person whom states their name is ************ called at 10:40am 12/7/2022 Just to touch base on what form is needed for this family. I stated it had been faxed three times at three different times. This **************** in the phone I had her on speaker thank goodness. We can not tell you what form is needed. Pretty sure my kitchen staff could hear her.At this time I responded with what her name was she responded ***** I asked her last name she responded she dosent have a last name I said ok the time and date and responded with how it is not ok to yell at customers and said have a great day. And hung up.I really hope you record these conversations.If this is the treatment me as company is trying to do for a family I can only imagine the way you speak with family.Her mother passed away in June 2022 and is still waiting payment due to lack of paperwork. Yet you have recivede it all and are un willing to communicate on what is needed more from our company.
Business Response
Date: 12/20/2022

Bankers Life and Casualty Company
PO Box 64918
************ ** 55164-0918

December 20, 2022

Better Business Bureau of ******* & Northern ********
330 *******************, Suite 3120
*******, ******** 60611

Re: Case # ********

Dear Sir or Madam,

We received your December 7, 2022 letter transmitting Ms. *********************** concerns regarding her clients 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
Customer Answer
Date: 12/21/2022
Nothing has been addressed to the family whom lost their mother over six months ago this money belongs to the family. They are requesting forms that have already been sent more than three times from our community and are unwilling to communicate with us on what is needed to close this case for the family.
Complaint: 18539671

I am rejecting this response because:

Sincerely,

***************************
Business Response
Date: 01/09/2023
Bankers Life and Casualty Company
PO ******************************************************************** 9, 2023

Better Business Bureau of ******* & Northern ********
330 *******************, Suite 3120
*******, ******** 60611

Re: Case # ********

Dear Sir or Madam,

We received your December 21, 2022 letter transmitting Ms. *********************** concerns regarding her clients 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 responses addressed directly to ************** and to her client.

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:11/03/2022
Type:Service or Repair 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.
Spam calls made with robodialers from ******* using spoofed phone numbers.First call was from "**********" with CallerID "V103****2000" at **** Nov 3.With this call I was able to get their screening people to pass me through to the actual licensed agent. They identified themselves as KF Agency from the ************************* The call quality was poor and I was not able to hear everything the agent said, but he was located in the **.Second call was from "**********" with CallerID "*************" at **** Nov 3. They asked me why I hung up and I said "do not call back".Third call was from "**********" with CallerID "******* **" at **** Nov 3. I answered and when I heard it was them, hung up.
Business Response
Date: 11/11/2022

PO Box 1916
******, ** 46082-1916

November 11, 2022

BBB of ******* and Northern ********
*****************.Suite ****
*******, ** 60611

RE: Bankers Life and Casualty Company
        Complainant: ***************************
        Case Number: 18354064

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: 11/14/2022

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:10/12/2022
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 am my ************** of ******** to handle her affairs. My Mother was a client since 8/14/2006. My Mother was diagnosed with Alzheimer disease and was not able to attend day care and get the proper attention she needed.From Dec 2021 to present my mother entered into a ************** Facility dealing with Alzheimer's with 24/7 care. On Dec 15, 2021, I contacted Bankers Life, customer care (#************ Rxxxxx). According to ******** care, her policy (***********) will be cover while she is in the facility, document will be needed from the facility. On January 31, 2022 Banker Life sent letter to the ****** care facility for needed documents. Service plans "confidential" documents, License, bills, etc were faxed over and confirmed received on 2/14/2022.As stated in Banker's Life *********** care, Benefits Provision "#5 **************** Facility" would be covered due cognitive impairment. Also, in the Benefits Provision "#I Exclusions #6 in parenthesis "Loss due to Alzheimer's disease is covered." Since claims kept getting denied and multiple calls to customer service, I filed an appeals on 6/6/2022, which confirmed received on 6/14/22. According to their Appeals Request, in 2 weeks I should have received a call and 30 business days I will get decision in writing. No call or letter received as of 10/12/22, Instead they had cancelled the policy due to lapsed premium which I was told by their customer service (Loui) that once you're in appeal, no payment would be needed, until decision is made. I've been now told that the appeals along with the reinstatement of policy is escalated to Exxxx Exxx @************ which no one answers the phone and goes straight to voice mail. I left many messages for 4 weeks now, with no call backs. ******** service claims, this is the only phone number. I would like to be financially compensated for the "bad faith insurance" representation that Bankers Life has provided for my mother.
Business Response
Date: 10/21/2022
October 21, 2022

File Number: 18206082
Customer: ***************

We are in receipt of correspondence dated October 13, regarding the customer named above. Thank you for bringing this matter to our attention.

As we do not have authorization on file to respond to the Better Business Bureau, we have contacted the customer directly regarding this matter and will be sending a written response directly to her once our processing is complete.

If you have any questions, please contact us at ************** Monday through Friday between the hours of 8:00 a.m. and 6:00 p.m. Central Time. One of our customer service representatives would be pleased to assist you.

Sincerely,

***********************
Consumer Relations Department
Bankers Life and Casualty Company
Customer Answer
Date: 10/26/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I did receive a call from Bankers Life Consumer ******************** soon after my complaint was filed with BBB (thank you BBB!). I am currently waiting for a written response as to what was discussed with details. Until then, I'm sorry to say that I am very skeptical due to past experiences with their customer service department. Until then I cannot say that this case is resolved. I will file the final "accepted response" once letter is received from Company.

Sincerely,

***************
Initial Complaint
Date:10/12/2022
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.
My wife passed in March 2022. She has two policies (********* and *********) which she owned, one on her son, another on her granddaughter, both Universal Life. However, per Bankers Life, there is no way to transfer ownership without Small Estates Affidavit, Letters of Testamentary, or ******** Affidavit forms, which all must have been done by my wife prior to her passing. They were not. So now these policies, with positive cash value, have no way of transferring to their rightful owners or $$ distributed as she intended. I have provided her death certificate, and our marriage license in attempt to make me owner so the family could pick up where she left off.However after months of going back and forth regarding endless forms, even having the office fill out the forms for me, these policies remain the the hands of the company vs. the intended owners. Payments to them have stopped, thus those premiums are eating away at the face value of these policies. These policies should be turned over to the family and the face value should remain at the time of her passing.
Business Response
Date: 10/21/2022
October 21, 2022

File Number: 18204747
Customer: ***************************

We are in receipt of correspondence dated October 12, regarding the customer named above. Thank you for bringing this matter to our attention.

As we do not have authorization on file to respond to the Better Business Bureau, we are mailing our response directly to the customer confirming we have processed the requested transaction.

If you have any questions, please contact us at ************** Monday through Friday between the hours of 8:00 a.m. and 6:00 p.m. Central Time. One of our customer service representatives would be pleased to assist you.

Sincerely,

***********************
Consumer Relations Department
Bankers Life and Casualty Company
Initial Complaint
Date:10/07/2022
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.
We purchased a new policy thru Bankers with *************************. She stated once the underwriting was approved she would call me to advise and that payment would be taken out within a day or two of approval. I made it clear that i would like a call so that i can ensure the funds were in the bank. On Sept 21st We got approved and charged but didnt get a call from roya. No biggie, it happens. But we also didnt get a copy of the policy till 1 week after the charge was posted to our account which made me uncomftorble. I called **** on Monday Oct. 3rd and asked if we could charge Octobers premium that day and she said no we had to wait till after the payment for october was taken or it would be a double charge. She stated theres paperwork and a process to follow so i should wait till after the 21st of october to file the ppwk so that November we can have the date we want to be charged. on October 7th i was charged my premium which made my bank account overdrawn. I emailed **** thinking there must be a glitch in the system and she stated that my charge date is the 6th or 7th of Every month. umm since when? My paperwork says my next premium date is october 21st 2022 and our during our conversation (which conveniently wasnt recorded) she stated it was the 21st. I told her i felt really uncomftoble with this because i feel lied to and that i want to cancel. She responded only with "wow ******".i sent her my policy so she can see that it clearly states next premium due oct 21st 2022. She has since ignored me. They took part of our monthly food budget and are stating that we wont receive our refund for 30 days via check by mail after the cancellation is approved. I want my money back and i would like it now. We are in no position to wait 30 days for our food money that was wrongfully deducted from my account. and now im over drawn causing me to pay fees. Please help
Business Response
Date: 10/31/2022
October 31, 2022
*****************************
BBB of ******* & Northern ********
330 ****************, Suite 3120
*******, ** 60611

RE: Bankers Life and Casualty Company
Complainant: *******************************
Case Number: 18183181
Dear ********************:

This letter is in response to your correspondence received in our office on October 7, 2022
regarding a complaint filed by *******************************. Thank you for allowing us 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 October 26, 2022, 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 Relations
Customer Answer
Date: 11/02/2022

Complaint: 18183181

I am rejecting this response because: *** called me to discuss the concerns I had. She failed to address the fact that I have yet to receive my full reimbursement for the money they wrongfully took from my account. Causing me to be overdrawn. They didnt even offer to reimburse my overdraft fees. *** told me I was wrong for assuming I would receive a copy of the policy before payment. Which is backwards to me. And I explained to her other insurance companies I have have done it that way. She claimed not to know who **** of America is. She also said that I agreed to have the money withdrawn on the 7th of each month but she failed to provide proof of my signature or that document for that matter. I have a copy of my application and no where does it state that the money will be withdrawn on the 7th. In fact my documents state the 21st. They are practicing deceivingly and should be investigated

Sincerely,

*******************************
Business Response
Date: 11/11/2022
November 11, 2022

*************************
BBB of ******* & Northern ********
330 ****************, Suite 3120
*******, ** 60611

RE: Bankers Life and Casualty Company
Complainant: *******************************
Case Number: 18183181

Dear *************************:

This letter is in response to your correspondence received in our office on November 4, 2022, regarding a complaint filed by ******************************** Thank you for allowing us 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 communicated via email directly with ******************************* on November 8, 2022, and provided supporting documents addressing 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 Relations
Initial Complaint
Date:09/28/2022
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.
My client has a ************** policy in good standing with Banker's Life insurance. They have been submitting claims to them for the past 2 years for a facility stay, and companion care services with 2 different companies. Each time either I or the client calls to check the status of the claims, we are told that they are either still being reviewed or that they are lacking paperwork. I have personally sent the requested paperwork to them FOUR different times. My initial claim submission was July 26th, 2022 and I was told that there was a 29 day turnaround time for an initial claim. Last week I was told that they would send payment out this week. Today I'm told that they need more time. It has now been more than 2 months. I have asked to speak to the review department and also to the supervisor. I am always told that I'm unable to speak with either one. At this point, we are worried that the client is being scammed. I have dealt with many other long term care insurance companies and have NEVER had this type of problem. We receive no straight answers and no progress seems to be made. Unacceptable. There should be a VERY thorough investigation into this company!
Business Response
Date: 10/20/2022
We are in receipt of correspondence 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 have responded directly to the complainant.
Customer Answer
Date: 10/24/2022

Complaint: 18142618

I am rejecting this response because:
This response states that they have responded to me directly. I have received no such response.

*******************************************************
Business Response
Date: 11/02/2022
We are in receipt of the rejected response related to Complaint ********. As we do not have HIPAA authorization from our client to respond to the Better Business Bureau or the complainant, ***************************, our response letter of October 7, 2022 was directed to our client, ***************************
Initial Complaint
Date:09/09/2022
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.
April 11th 2013 I took out 2 policies for life insurance with Bankers Life and Casualty Company at **************** *************************************************************************************** My bank called me and said they would no longer take the money for the 4 life insurance policies out of my account. They said the policies account numbers didn't match. This comes after 10 years of them taking out of my account for 2 of the 4 policies.I finally got ahold of someone named ***** at Bankers life and Casualty Company. He said the accounts did not exist. He would not let me talk to a supervisor or anyone else that would be over him. I have hit a brick wall and would appreciate any assistance in resolving this matter. At this point I would like my money refunded in its entirety. TYIA for any assistance in resolving this matter.************************* 724 501 **** *************************************************
Business Response
Date: 09/14/2022
Attached is our response to customer complaint ID: ******** *************************
Initial Complaint
Date:08/29/2022
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.
I purchased two long-term care policies from bankers life in **** since then I have paid them approximately $99,750 never missing a payment. I am 96 years old and require homemaking companion services in my home which are covered by my long-term care policies with Bankers. I have been submitting claims to Bankers since March of this year which to date are still unpaid I am paying out of my own pocket and my savings is almost gone. I have jumped through every hoop provided every thing that they ask for I have had to resubmit several claims multiple times When I call claims department I get different answers and never any real solutions its always some type of runaround there is no reason for them not to pay these claims I have submitted they have everything they need and then some I cant get a call back I called constantly and never get any type of resolution Im running out of options the only thing left for me to do is take the rest of my savings and hire a lawyer. I have never dealt with a company that has such poor customer service and all of my 96 years of living I dont know what to do please help me resolve this.
Business Response
Date: 09/09/2022
We are in receipt of correspondence dated August 30, 2022 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 Relations Department
Initial Complaint
Date:08/25/2022
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.
Our mother ***** began paying for a long term health plan in 2008 from ******'s Life. She currently is diagnosed with dementia and is a falls risk due to a congenital hip condition. Walks with a noticeable limp and uses specialized shoes. We filed a claim , and paid the required 90 day spend down, received reimbursement for only a few months, then Bankers stopped repaying us! We now have not been reimbursed for over ****** dollars and they're trying to reneig on the claim. We have provided tons of signed paperwork to no avail. They drag this out for their own business, and are not servicing our needs. Mother is broke, having not been reimbursed since March 2022. We contact and send them papers, nothing is bringing this to a reasonable result. Next step is lawyering up which we don't have the funds for! Please rescind their A+ rating with the BBB, they are nothing but thieves. Horrible company.
Business Response
Date: 09/02/2022
September 2, 2022

File Number: 17770311
Customer: *************************

We are in receipt of correspondence dated August 25, 2022, regarding the customer named above. Thank you for bringing this matter to our attention.

As we do not have authorization on file to respond to the Better Business Bureau, we have contacted the customer directly to confirm receipt of her correspondence and that her concerns are under review. We require additional time to complete our review and will respond directly to the customer once our review is complete.

If you have any questions, please contact us at ************** Monday through Friday between the hours of 8:00 a.m. and 6:00 p.m. Central Time. One of our customer service representatives would be pleased to assist you.

Sincerely,

***********************
Consumer Relations Department
Bankers Life and Casualty Company
Customer Answer
Date: 09/08/2022

Complaint: 17770311

I am rejecting this response because: No timeline for resol

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

*************************
Initial Complaint
Date:08/22/2022
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.
We have been paying on 2 policies for our mom for 13 years; short and long-term care.We started to file monthly claims against these policies on January 2022. In 8 months, there have been no payments on the short term policy and one on the long term policy. I have called these people several times a month after receiving letters requesting additional information, all of which had been uploaded into their system (I have confirmation of the uploads being received). Every time I call, I get a different person and have to start the whole process over again, taking hours! They claim to have not received the information or that the policy does not cover dementia (which in fact, the policy clearly states it does!). They are the most inefficient, worst customer service ********************** ever! Ive been told several times now that they have all they need, only to get another letter that they now need something else! Im only hoping that as of now, they will do what they say and start paying on the policies. Policy numbers are ********* and *********. Thank you.
Business Response
Date: 09/01/2022
September 1, 2022

File Number: 17752844
Customer: *****************************

We are in receipt of correspondence dated July 12, 2022, regarding the customer named above. Thank you for bringing this matter to our attention.

As we do not have authorization on file to respond to the Better Business Bureau, we have contacted the customer directly to confirm we are processing the requested transactions. We will notify the customer directly once the servicing has been completed.

If you have any questions, please contact us at ************** Monday through Friday between the hours of 8:00 a.m. and 6:00 p.m. Central Time. One of our customer service representatives would be pleased to assist you.

Sincerely,

***********************
Consumer Relations Department
Bankers Life and Casualty Company

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