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:11/25/2024
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 not received reimbursement for the care ****** received in Sept and October which is approximately $12,000. 1.Invoice for September was sent either Oct 5th or 6th for ******* care 2.Again on Nov 6th invoices were sent Sept/October.3. November 14th watched as Sept and Oct info faxed around 1:45 and saw the confirmation.. 4.This is the answer I received in September when I didn't receive a payment. a.Invoice sent Sept 5th b.Resent on 9/25 after contacting them and they said they hadn't received the 9/5 d.Contacted main office in October about September payment, they indicated that they had 2 from August but non from September e.the portal isn't kept up to date. They only have it going through July 6.I get denial letters; they are using a previous health plan #. We terminated the 1st of January, and he never used this account at ****** 7.I also received a letter that ******** insurance was terminated. I figured it out myself that was his health insurance. 8.I spoke with *********** and ****** on Nov 15th, and they assured me they would find out what was happening. I emailed the invoices again and texted copies. *********** indicated we would know something in 2-3 days. On Nove 18th *********** emailed that the invoices had been sent at 9 AM. It is now Nov 25th, and I have heard nothing. The Care Facility said they had been asked for proof again that ****** needs Assisted ********* addition: My husband and I met with ****** *********** and **** ****** on September 12th per their request to discuss changes in ******* **** ********* policy. There were no changes, and they were there to sell me long-term care and to have us move our retirement account to their **********************. I have tried to cancel the policy and continue to be ignored. I am afraid to stop payment because ******* payments come out of the same account
Business Response
Date: 12/06/2024
December 6, 2024
RE: Bankers Life and Casualty Insurance Company
Consumer: ******** ********
Complaint ID Number: ********

To Whom It May Concern:

We are in receipt of correspondence dated November 25, 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 contacted the consumer directly to address these concerns.

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 Relations Department
Initial Complaint
Date:11/21/2024
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.
09/21/2024 Mother ******** A. ***** (insured policy #*******) passed away 09/27/2024 - Called ********************************* with my sister who is also a beneficiary to file a claim and spoke with ***** who took all necessary information via the phone and stated claim has been filed - we just need to fax death certificate to ************ once received. 10/10/2024 - Faxed death certificate to the fax number stated with a letter asking to please process benefits of $15,000 policy to her beneficiaries of ***** A. ******* and ***** *****-***** both her daughters accordingly and if any further information is needed to contact us. 10/25/2024 - Spoke with lady in customer service (name unknown) who stated she would check into claim and expedite it and she would get back to me. 10/28/24 - My sister ***** *****-***** received her half of the $15,000 policy.11/14/2024 -Spoke with ****** inquiring on why I have not received my portion of the payout yet and she stated she would check with claims and get back to me within ***** hrs. No response from her. 11/19/2024 -Spoke with a lady named *** who checked into and stated that it appears I need to fill out a claim form prior to payout, this was the first mention of this to me and I do not understand this process as we did verbal claim in its entirety on 09/27/2024 with ***** and they already made a partial payment to my sister so this makes absolutely no sense. I asked to speak with her supervisor and she connected me to ***** who stated he saw in the system where the claim was complete and to please give him 24 hrs. to contact the claims ***** which can only be done via email and that he would have a resolution for me. I have once again had no response even though was promised I would in 24 hrs. This process is completely unacceptable. It has been almost 60 days since claim was filed and I am no more closer to finding out when I will be receiving payment. At this point it appears legal intervention may be warranted.
Business Response
Date: 12/03/2024
December 3, 2024

RE: Bankers Life and Casualty Insurance Company
Consumer: ***** *******
Complaint ID Number: ********

To Whom It May Concern:

We are in receipt of correspondence dated November 22 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 response directly to the consumer 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 Relations Department
Customer Answer
Date: 12/03/2024

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:11/21/2024
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.
My wife ***** had a life insurance policy with Bankers Life that we paid each year in the amount of $359.34. Policy #*******. I made the last payment on Jan *******. I bank on line and, my payees are listed in alphabetical order. I was paying my credit card bill with *************** in the amount of $337.41 but, I accidentally clicked on Bankers Life. I did not catch this error until the check cleared my bank. I called Bankers Life office and asked that they return that amount. They refused to do so but said they would apply in to her 2025 premium payment. I accepted that. However in August my wife passed away. I called my agent and he began the process of getting a check for the $******* policy. I reminded him of $337.41 and he said that would be returned also. After repeated calls, They will not return my money. I received $ ******* only.
Business Response
Date: 12/05/2024
December 5, 2024

RE: Bankers Life and Casualty Insurance Company
Consumer: ****** ******
Complaint ID Number: ********

To Whom It May Concern:

We are in receipt of correspondence dated November 21, 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 response directly to the consumer 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 Relations Department
Customer Answer
Date: 12/12/2024

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:11/14/2024
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.
Bankers life insurance. My mother passed away earlier this month. My sister and I have documentation showing we are the beneficiarys of her policy. My mother provided us with the copy a month before her death and in 2013 when the change was made. When she passed, I called Bankers and theyre telling me a person not familiar to my family is her beneficiary. I informed them its fraud but theyre not getting back to us. My mother was not a social person and only spent time with us and her grand kids. We are devastated because were holding up payment to the funeral home while a stranger has all the say due to fraud.
Business Response
Date: 12/03/2024
Good morning,
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 resolved this matter directly with the complainant.
Consumer Relations
Bankers Life and Casualty Company
Initial Complaint
Date:11/09/2024
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.
canceled mine and my husbands life insurance policies. on 4 separate occasions I called talked to 4 different people and received information as to how to the cancel the policies. my husband was also on the calls all 4 of them. we followed the directions and within a week we received letters stating that certain information was left out of the request for cancelation first it was 3 different accounts when we only have 2 then it was certain information left out. none of which is true or pertinent. we are under the impression that they are trying to ***** long enough that the moneys owed to us can be used up in payments owed to them, even though we canceled the polices the week of the week of Oct the 15 2024. we have yet again recieved another letter ***** Notice. we are tired of bankers life and casuality compcny. can you help us
Business Response
Date: 11/26/2024
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. As we do not have an authorization on file to respond to the Better Business Bureau, we have resolved this matter directly with the customer on November 20, 2024.
Sincerely,
Consumer Relations
Bankers Life and Casualty Company
Initial Complaint
Date:11/05/2024
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 purchased an insurance policy from Bankers Life in 2006 from an agent named ***** Kitchen. The policy is for home health care coverage, purchased so that, when the time came that I was no longer able to care for myself, I could still live the last years of my life comfortably in my own home, rather than confined to a nursing home. ***** met me at my home and told me this policy would cover anything I needed for home health, whenever I needed to start using it. For 18 years Ive paid the policy premiums, (approximately $48,000 total) and in September 2024, at age 89, just two months shy of turning 90, I started home health care services because I was no longer able to safely care for myself. Daily living tasks such as showering and putting on my compression socks, to name only a couple, are either impossible for me to do on my own, or too dangerous. Once my home health services started, my home health care provider billed Bankers Life (August 2024). Bankers Life denied the claim, stating I didnt meet certain eligibility requirements in a letter dated September 16, 2024. Shortly thereafter, my home care agency sent Bankers Life the necessary documents and information showing I do in fact meet the criteria outlined in their letter. I continued home health services, assuming Bankers Life would now start coverage; however, I received an explanation of benefits dated 10/26/24, still denying coverage due to the same eligibility requirements outlined in the Sept 16 letter.
Business Response
Date: 11/20/2024
Dear *** or Madam,

Thank you for your message, pertaining to ******* E. ******* concerns regarding ID #********.

Due to federal privacy laws relating to the disclosure of protected health information enacted with the Health Insurance Portability and Accountability Act (HIPAA), we are unable to disclose any details to the Better Business Bureau regarding this issue; however, we our response to these concerns is currently enroute to our client at the address of record.
Thank you.
Initial Complaint
Date:11/01/2024
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.
Bankers Life called my Mother and setup an appointment for the week of October 25th, 2024 to review her ******** options during this open enrollment period. There was zero mention of wanting to also discuss / sell her life insurance until they were at her house. The ******** review ended with no information for her to review and moved into a life insurance sales pitch with the ask that she sign-up for a policy right there during the meeting. I understand they can reference that they have other products, but they are not allowed to "sell" a life insurance policy at a meeting that was setup for a ******** review which is exactly what happened. She had to decline to sign a life insurance policy more than once claiming she needed to speak with her children (me). Clearly, the ******** meeting was a method to get in the door. They also requested very detailed personal health and financial information and asked that she provide them her sister's information so they could contact her. It is very clearly stated in the ******** Marketing rules these things are not allowed. My ask is that Banker's Life acknowledges that this is bad practice and understands that asking her to sign-up for a life insurance policy at that time at that meeting is also illegal. This is the summary of issues:1. The meeting was 100% setup as a ******** review 2. Since it was a meeting to discuss ********, they can not try to sell life insurance at the SAME meeting. They would have to have a follow up meeting 3. Since they wanted her to sign a life insurance policy on that day during that meeting, they were breaking the law.I have the actual brokers contact information, but I am leaving it out of this complaint as I assume this is a Banker's Life practice and not a personal broker practice. If not, the broker contact information can be provided.**************************************************************************************************
Business Response
Date: 11/06/2024
November 6, 2024
Dear BBB of ******* and *****************:

This letter is in response to the correspondence received in our office on November 2, 2024. 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:10/21/2024
Type:Billing 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.
Hasn't paid claim for hospital stay. Was supposed to send a new check as the original had my deceased husband on it.
Business Response
Date: 11/07/2024
Dear BBB of ******* and *****************:

This letter is in response to the correspondence received in our office on October 21, 2024. 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
Customer Answer
Date: 11/07/2024

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:10/14/2024
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.
Bankers Life issued a check in February 2024 in settlement of annuity death benefit claim. **** refused to pay the check. Bankers will not explain why or pay this claim, not acknowledging or answering my emails. This has been going on since August 2023
Business Response
Date: 10/28/2024

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

October 28, 2024

BBB of ******* and *****************
*************************************
*****************

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

To BBB of ******* and *****************:

This letter is in response to your correspondence received in our office regarding the above-referenced inquiry. Thank you for the opportunity to respond.

In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals, except as authorized in writing or otherwise permitted by law. As we do not have an authorization on file to respond to the Better Business Bureau, we have contacted Ms. ****** directly by telephone to discuss the required information needed to process the request.

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: 10/29/2024

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:10/07/2024
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.
Reimbursement for long term care received in skilled nursing facility. we paid $2300 out of pocket...Bankers life ins co has been. stalling w reimbursement for 10 months...have made multiple calls with no results. need your intervention please.
Business Response
Date: 10/11/2024
To Whom It May Concern:
We are writing to acknowledge receipt of correspondence pertaining to ***** *. Ruszcyzyk's concerns (ID #*********.
Due to federal privacy laws relating to the disclosure of protected health information enacted with the Health Insurance Portability and Accountability Act (HIPAA), we are unable to disclose any details to the Better Business Bureau regarding this issue; however, we intend to respond directly to the complainant.
Thank you.
Customer Answer
Date: 10/16/2024

Complaint: 22381864

I am rejecting this response because:

Sincerely,

***** ********
Customer Answer
Date: 10/16/2024
Bankers life ins & casualty has not contacted me...I called them today & they said I need a complete itemized bill for my husband's stay in SNF...Every time I called them they needed another piece of information..last time Sept 8th I sent cancelled check we paid out of pocket...they have been processing this claim since Jan 2024..I have called at least 30 times with no exaggeration
Business Response
Date: 10/24/2024
Please see the attached response.
Customer Answer
Date: 10/25/2024

Complaint: 22381864

I am rejecting this response because:

Sincerely,

***** ********
Customer Answer
Date: 10/28/2024
Bankers life has not taken my claim to get long term care reimbursement seriously until bbb stepped in...everytime I call since Jan of 2024 they need another document which I send...and it's always 10 days to go to claims..I spoke to lady named ****** at Bankers 10/25/24 & she said another 10 days to process..she first said I needed itemized bill from SNF...then I sent copies of checks total $2,300 dollars paid out of pocket...now she doesn't need itemized bill but needs exactly what $2,300 was for
Business Response
Date: 10/28/2024
Dear *** or Madam,
We have previously responded to your office confirming that we had sent a letter directly to ***** ******** on October 24, 2024. While we are unable to provide any details to the BBB due to federal privacy laws related to the disclosure of protected health information enacted with the ****** we encourage the customer to await our written correspondence.
Sincerely,
Consumer Relations
Customer Answer
Date: 10/30/2024

Complaint: 22381864

I am rejecting this response because:
I am still waiting to hear from bankers life..talked to them 10/25/24 & they said 10 more days to process
Sincerely,

***** ********
Business Response
Date: 10/31/2024
Dear *** or Madam,

We have previously responded to your office confirming that we had sent a letter directly to ***** ******** on October 24, 2024. While we are unable to provide any details to the BBB due to federal privacy laws related to the disclosure of protected health information enacted with the ****** we encourage the customer to await our written correspondence. We have closed the case on our end.

Sincerely,
Consumer Relations
Customer Answer
Date: 10/31/2024

Complaint: 22381864

I am rejecting this response because:I am still waiting for a response from Bankers Life Ins on whether or not they will send a reimbursement of $2,300 paid out of pocket bc husband went over alloted days that Medicare covered

Sincerely,

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

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