Complaints
This profile includes complaints for Bankers Life's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 161 total complaints in the last 3 years.
- 55 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:02/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In early January 2025, I received a letter dated 1/9/2025 regarding an unclaimed check issue in the amount of $552,54 and pending "Abandoned Property" if no response. The photo copy contained no accurate information regarding my ******** Supplement Plan that I have had for many years. I found the letter suspicious since I had not received a notice before. I reached out to ************* and Bankers Life by phone and fax after speaking with a *** for Colonial Penn. I have not received ANY replies in reference to the funds or an acknowledgement that the letter is actually from Colonial Penn.I have mailed/faxed or both correspondence with my concerns to:Bankers Life, ************************************** (per a Colonial Penn ***.)Bankers Life, ******************************************************** " " ********************************************************** * * * *
Business Response
Date: 03/06/2025
We are in receipt of correspondence regarding ***** *****, Complaint ID: ********. Upon completion of our review we will respond directly to the client.
Thank you.
Customer Answer
Date: 03/07/2025
Complaint: 22959931
I am rejecting this response because:
Sincerely,
***** *****Initial Complaint
Date:01/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I filed a claim as a life insurance beneficiary on Jan 16, 2025. The customer service *** told me it would be 2 to 5 days to process and an additional 7 to 10 days to receive payment. A few days later I called to get a status update on my claim and received the exact same information again. The next time I called they told me that I had not turned in a claim form. I explained that I never received a claim form and the first two people I spoke to never brought that up. I requested to speak to a supervisor. The supervisor told me that he needed my complete social security number to submit to the claims department and that I did not need to provide a claim form, I called today Jan ******* to check on my claim and the *** told me they have not received a claim form. I again asked to speak to a supervisor. The supervisor refused to speak to me telling the *** to tell me he would call me with any updates. It has been two weeks since my original call to the company to start the claim process and I'm no closer to getting the money I need for my Mother's final expenses. Please help.Business Response
Date: 02/06/2025
Dear BBB of ******* and *****************:
This letter is in response to the correspondence received in our office on January 31, 2025. Thank you for allowing us the opportunity to address this matter.
In your correspondence you requested information regarding the above referenced complainant. In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals. A complete response is not posted to the BBB portal because the posts are public and can be accessed and viewed by other individuals; therefore, we have communicated directly with Mr. *******
We hope the information provided has been helpful. If you have further questions or need additional assistance, please contact our customer service department at *************Sincerely,
********* ******
Consumer Relations
Initial Complaint
Date:01/24/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In September of 2024 I met with a *** from Bankers Life. I spoke to them about moving 2 of my investment accounts (1 -401k and ******* and life insurance. They spoke of a great plan and guaranteed 4% earnings. Since then they have received both rollovers from my 2 accounts and told me I cannot get life insurance with them. I have asked to receive those 2 checks back so I can place them into a ******* ****** account. Overtime I call, I get nowhere and $37k is not earning and here it is the end of January 2025 and they still have my checks. I am not able to check on anything and I am not making money. This is theft to me of $37 Thousand dollars.What can I do?Customer Answer
Date: 01/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Hello,
This complaint has been resolved as of today. I would request this complaint be closed and unpublished.
Thank you so much,
Sincerely,
****** *******Initial Complaint
Date:01/23/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Payout of life insurance policy to. beneficiary accurate and on timely basis. Details in uploaded document.Business Response
Date: 01/28/2025
We are receipt of correspondence regarding ID 22849831. In the absence of HIPAA authorization, upon completion of our review, our written response will be directed to our client.Customer Answer
Date: 01/28/2025
Complaint: 22849831
I am rejecting this response due to numerous verbal and written attempts to get money In full value of policy. No money has been provided to the beneficiary even with Dec 8th death and close following report to Bankers Life.
Sincerely,
**** *****Business Response
Date: 02/21/2025
Good afternoon,
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. While we do not have an authorization on file to respond to the Better Business Bureau, we have contacted the complainant directly to resolve his concerns. Additionally, detailed written correspondence was provided to ******************* of Insurance. We regret the inconvenience experienced by the customer and trust that his bank can resolve this matter expeditiously.
Regards,
Bankers Life and Casualty Company
Consumer Relations
Customer Answer
Date: 02/25/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *****Initial Complaint
Date:01/09/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My father passed back in 2023 I filled in august with bankers after my sister and I received the forms that we purchased after my father's passing for banker's life insurance claim.From august 2024 when the claim was processed, till December ******* when I contacted Bankers about the status of my payment. At this time, I was told it was sent to "An Abandoned Address". I did not receive the payment and because it was sent to wrong address and given how long it has been pending; I was told that a check would be expedited to me and give it 2-3 ******** week 3 I contacted them on the 7th of January 2025, where I was told that the processing in December needs to be re-processed and will take another 3-5 days.on the 9ths I contacted them again asking the activity on the payment and was told that its still pending and it could be 3-5 days or more. At this point I do not know what expedite means anymore. My sister's payment has already been processed and has received the payment, however mine has to start at the beginning of the line and waist more of my time whilst still grieving over a year later I am met with unprofessional and unethical company such as Bankers to deal with having to pay someone. I have followed the countless reviews over this company and their behavior through other testimony's stating the same issues and experiences, that seem to go unevaluated or mended. There is a order of processes that are not being followed and should be treated as important as anyone who undergoes such blatted disregarded for professionalism and conduct.The amount was over $9,100.00 and to my knowledge incurred interest everyday up until either payment sent or claim is filed for the person on his policy. with that in mind I never received any forms or documents from banker, and with payment still in processing, interest should have still continued and at this point should be factored in up to date of resolution with help of BBB.Business Response
Date: 01/28/2025
January 28, 2025
RE: Bankers Life and Casualty Insurance Company
Consumer: ******* *********
Complaint ID Number: ********
To Whom It May Concern:
We are in receipt of correspondence dated January 9, 2025, regarding the consumer named above. Thank you for bringing this matter to our attention.
Since we do not have authorization to release information to the Better Business Bureau, we have contacted the consumer directly regarding this matter.
We want to assure you of our continued commitment to providing our customers with the best possible service. If you have further questions or need additional assistance, please contact our *************************** at **************.
Sincerely,
***** ******
Consumer ********************Initial Complaint
Date:01/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I gave bankers life 10k in early November for a policy that was denied. I have requested a refund numerous times via phone/email and continue to get excuses. Please help. Thank you.Business Response
Date: 02/06/2025
Dear BBB of ******* and *****************:
This letter is in response to the correspondence received in our office on January 30, 2025. Thank you for allowing us the opportunity to address this matter.
In your correspondence you requested information regarding the above referenced complainant. In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals. A complete response is not posted to the BBB portal because the posts are public and can be accessed and viewed by other individuals; therefore, we have communicated directly with Ms. ******
We hope the information provided has been helpful. If you have further questions or need additional assistance, please contact our customer service department at *************Sincerely,
********* ******
Consumer Relations
Initial Complaint
Date:01/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My wife has a long term care policy we filed on in Oct 2024. We must pay for her care for 90 days then the policy kicks in. Required info for bankers included a plan of care from ************* here in **. The request was made & banner sent a invoice which banner took over 8 weeks to pay. Today they refused to give me the check number for another 5 day so I could give it to Banner & get the recorde released. They also refused to allow me to talk to a supervisor. It seems they are delaying my claim due to what reason I leve to the reader.Customer Answer
Date: 01/02/2025
Policy number *********Business Response
Date: 04/08/2025
April 8, 2025
Better Business Bureau
Serving ******* & *****************
**************************
Suite 2000
*****************
Re: Complaint ID: ********Dear *** of Madam,
Thank you for your email dated January 2, 2025. We appreciate the opportunity to respond regarding Mr. ****** ***** regarding Mrs. **** ***** long-term care insurance 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; however, we have written directly to Mr. **************** you have any questions, please call our ************* Professionals at ************, Monday through Friday, 8:00 a.m. to 6:00 p.m.Central Time.
Sincerely,
***** *********
Claims Lead
Administrator - illumifinInitial Complaint
Date:12/17/2024
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 purchased a policy from Bankers Life in 2007 (Policy #***,084,860) from one of your agents (name can be provided upon request), with the assurance that it would provide comprehensive home health care coverage when needed. The agent specifically stated that the premium of $107.90 would remain fixed and would not change over time. I relied on these representations, trusting that Bankers Life would honor its commitments. For 17 years, I have diligently paid my premiums. However, in 2010, after developing serious spine issues, I required home health care services due to my inability to care for myself. When I reached out to Bankers Life, I was met with unhelpful and contradictory responses. The agent sent to my home insisted that I could not hire a family member to care for me, despite my sister being my primary caregiver. Instead, I was told the company would send someone. I agreed, but after waiting a month without any follow-up or assistance, I called again. To my shock, Bankers Life denied my claim, citing that I did not meet "eligibility requirements." Shortly thereafter, I received an unsolicited call from another agent trying to sell me additional products. When I asked about using this policy alongside my ****** insurance for hospice care, he told me that I could not use both at the same time, which further reinforced my belief that Bankers Life is offering little to no value, while simultaneously lying about the services they offer (as they had originally told me that I could use both). As if this wasnt enough, I received a letter informing me that my premium had increased from $107.90 to $129.28. Bankers Life has lied to me from day one, failed to fulfill their obligations, and did not provide me coverage when needed. Therefore, I am demanding a full refund of all premiums I have paid over the past 17 years, which amounts to approximately $22,012.00, as well as the immediate cancellation of my policy. Bankers Life is a very deceptive company.Business Response
Date: 12/20/2024
December 20, 2024
RE: Bankers Life and Casualty Insurance Company
Consumer: Roseic ********
Complaint ID Number: ********
To Whom It May Concern:
We are in receipt of correspondence dated December 17, 2024, 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 written response directly to the customer today.
We want to assure you of our continued commitment to providing our customers with the best possible service.If you have further questions or need additional assistance, please contact our *************************** at **************.
Sincerely,
***** ******
Consumer ********************Initial Complaint
Date:12/16/2024
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.
I brought an insurance policy for ******** ******, she was my older sister. She had dies on August 21, 2024. I paid the insurance life policy for ******** ******. Since, she dies they are tries to college information from a health company calls, ACS Primary Care Physicians. I sent then the information for *** but they keep telling me they did not receive anything from then. I spoke to *** and was told they did receive paper from them. My Agent name is ******* L. ****** who is trying to find out the same thing I am, what do they need from ***. The person I need to speak to is ***** J. *******, Contestable Review. I could not reach him.Customer Answer
Date: 12/16/2024
Dear BBB, I paid my bill through my bank. This letter just arrived to me today. I receive these letters at least one a month. It has been 5 months since my sister passed away.Business Response
Date: 01/16/2025
Good afternoon,Due to federal privacy laws concerning the disclosure of protected health information under the Health Insurance Portability and Accountability Act (HIPAA), we are unable to provide any details to the Better Business Bureau regarding this matter. However, as we have also received a complaint from the Georgia Department of Insurance (DOI) on behalf of Ms. ***** we will address the issue directly with the DOI.Regards,****** ******, FLMI, FFSI, AIRC, FLHC, HIAConsumer RelationsCNO Financial GroupOffice ************* I Fax ************E-Mail: ********************************************************************************************************************************************************************************************************************************************************Customer Answer
Date: 01/17/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
********** ****Initial Complaint
Date:12/03/2024
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.
Currently, ********************************* Company owes my mom for the months of September 2024 and October 2024. After the latest reassessment of moms claim, it was determined that she continued to meet the eligibility requirements. She was re-approved from August 29, 2024 - April 4, 2025. Unfortunately, after she received the most recent approval, she has yet to receive another payment. Our frustration with Bankers Life continues. They absolutely want to make it as difficult as possible to collect on my moms claim. We believe that nothing would make them happier than if we were to simply give up trying to collect the money owed to her. In order to receive the money up to this point in time we have had to hire a lawyer, file complaints with the Nevada Division of Insurance, contact Better Business Bureaus, continue to have the assisted living facility resend document after document to Bankers while the facilitys calls to Bankers go unanswered. I must send faxes and write letters, emails, and texts, over and over again to various parties in an attempt to get payment. Then the money comes in for a couple of months, then it stops, then it is time for another one of Bankers reassessments to decide whether my mom is still eligible. Their typical ploy to delay payment is to say they have not received any current paperwork from the assisted living facility. This is absolutely not the case because on more than one occasion all paperwork was resent and letters came back from Bankers declining payment because the paperwork resubmitted was a duplicate. The manager of the assisted living facility said they would submit the paperwork again, but also said Bankers never contacted them about this particular issue. Insurance contract was signed, insurance premiums were paid for over 20 years, initial insurance claim was approved, payment should be made monthly until it is paid off. This is exasperating to all parties involved except Bankers.
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