Complaints
This profile includes complaints for Bankers Life's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 160 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:10/03/2024
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.
Bankers life issued several policies to my father in law (2 life insurance policies, 1 short term care policy, and 1 illness policy). The severe illness policy was to pay out $10000 should if my father in law were to develop cancer. In August of 2024 we found out that my father had cancer and submitted a claim through his insurance agent, ****** *****. All Consent forms were completed and medical documentation provided from his doctor. This was all done prior to his passing. After he passed we received a denial of the claim for multiple confusing reasons. We called Bankers Life for explanation and we were told that the claim was submitted in November of 2017. We argued that there was no way that was correct as he didn't even get the insurance until 2023. When asked how to get it corrected we were then told it was pre-existing and the claim was denied (this was with representative number 2). Again, this policy was "underwritten" by Banker's Life which means that they had to review medical information and it had to be approved by the underwriting team prior to policy being issued. Now that it is time to pay the claim out, they are denying it. There are also two life insurance policies each for $3500. These policies were signed over to the funeral home on 09/29/2024 (2 days after my father in laws passing). Bankers life is now stating that this is a "contestable claim" and is having our family jump through hoops for them to pay out a life insurance policy that my Father in Law has been paying on since May of 2023. It has been a month and a half and they have yet to release the funds to the funeral home and now we are being asked to remit payment. They have taken hundreds of dollars from my Father in Law every month for almost a year and half and now when it is time to pay out the money, they have found every reason not to. My father in law entrusted this company to do right by him.
Business Response
Date: 10/11/2024
October 11, 2024
Dear BBB of Chicago and Northern Illinois:
This letter is in response to the correspondence received in
our office on October 4, 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. Brown acknowledging her concerns.
We hope the information provided has been helpful. If you
have further questions or need additional assistance, please contact our
customer service department at 800-621-3724.
Sincerely,Charlonda Sarver
Consumer Relations
Customer Answer
Date: 10/21/2024
Complaint: 22376430
I am rejecting this response because:I just received notice that this complaint was closed due to non-response. However, I would like to reopen it as we were waiting for Bankers Life to follow through with their promise to resolve the claim. They DID NOT do as they promised. Per the representative that contacted me, she stated that they would refund all the premiums paid on my Fathers policy because the policy should not have been issued. We received a check over the weekend for $290 and some changethat isnt even a full year of premiums that were paid to them. Per the policy that was issued in January of 2023 one year of premiums were $333 and some odd change. My father passed in August of 2024 that is 19months of premiums and they havent even issued payment for one full year.This company should be disgusted with themselves and how they handle business. It appears they prey on the elderly. My father trusted Bankers Life to make sure his end-of-life costs would be covered and his family would have no worries. Yet here we are fighting with a company to pay policies that they issued.First, they should be required to pay the entire amount of the policy issued since it went through underwriting prior to the policy being issued. If they did not do their due diligence and follow up for underwriting that should be their responsibility. Secondly, the question they are stating was not answered truthfully says in the past 5 years. The policy was issued in 2023 and they are speaking of a report from the doctor from 2017, to my calculation that is 6 years so that is not an untruthful statement by my father. Also, they still have not paid his two life insurance policies to the funeral home and we are going on 60days for that.
Sincerely,
****** *****Business Response
Date: 10/29/2024
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. ***** acknowledging her concerns.
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:10/02/2024
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 searched for life insurance through colonial **** they sent me information about rates and policies, I decided not to pursue them and unsubscribed from e-mails and started receiving calls I answered 5 calls and asked them to not call me anymore and to remove me from their calling list. This all began the end of August and I am still getting multiple calls daily and also had someone come to my home around the end of September. I told him I had stated to the callers I was no longer interested and did not appreciate him coming to my home and that I would be filling a complaint of harassment and he laughed and handed me his card and said if I changed my mind to call. I am getting an average of 4-6 calls a day. Please help.Business Response
Date: 10/24/2024
PO Box 1916
Carmel IN 46082-1916
October 24, 2024
**** ********
Better Business Bureau of Chicago & ****************************************
************************************
*****************
RE: Bankers Life and Casualty Company
Complainant:***** ******
Case Number: 22372266
Dear Ms. *********
This letter is in response to your correspondence dated and received in our office on October 3, 2024, 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 reached out directly with Mr. ****** on October 24, 2024, regarding 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 RelationsCustomer Answer
Date: 10/26/2024
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:09/27/2024
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.
Bankers life insurance agent ***** *.***** cell:************,Office ************, sign my husband ***** B. ********* for new policy on 7-17-2024 I called Nabal *.***** told him to cancel policy monthly payments were too high for our budget. Monthly payment was taken out of my checking acct.$514.15 was taken out of my acct. on 7/18/2024. I have never received refund. the agent was to request. I was told by agent check was returned to company. I called company at ************ talk to *** customer service on *********** he looked up information and requested a refund be resent to ***** B. ********* have not received refund.Business Response
Date: 10/03/2024
PO Box 1916
******, IN 46082-1916
October 3, 2024
BBB of ******* and *****************
**************************************************************
*****************
RE: Bankers Life and Casualty Company
Complainant: ********** *********
Case Numbers: ********, 22348532
To BBB of ******* and *****************:
This letter is in response to your correspondence received regarding the two above-referenced inquiries submitted by the same complainant. 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 Mrs. ********* directly to confirm that this matter has been resolved.
We remain dedicated to providing the best possible service. If you have any additional questions or if we may be of further assistance to you, please feel free to contact our customer service department at **************.
Sincerely,
******** ******, ALMI ACS
Consumer RelationsInitial Complaint
Date:09/27/2024
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.
A bankers life insurance agent offer me life insurance for My husband ***** B. ********* on July 17 ****** policy for $514.15 I called the agent (***** *.***** cell:************ Office ************, I him to cancel policy Money taking out of checking Acct. on 7/18/24. I have not received my check yet. The agent claim check was sent and returned another checked was to be issued .I called the headquarters ************** on September ****** I talk to ***, customer service looked up information was suppose to request Check be resent. I Have not received check.Business Response
Date: 10/03/2024
PO Box 1916
******, IN 46082-1916
October 3, 2024
BBB of ******* and *****************
**************************************************************
*****************
RE: Bankers Life and Casualty Company
Complainant: ********** *********
Case Numbers: ********, 22348532
To BBB of ******* and *****************:
This letter is in response to your correspondence received regarding the two above-referenced inquiries submitted by the same complainant. 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 Mrs. ********* directly to confirm that this matter has been resolved.
We remain dedicated to providing the best possible service. If you have any additional questions or if we may be of further assistance to you, please feel free to contact our customer service department at **************.
Sincerely,
******** ******, ALMI ACS
Consumer RelationsInitial Complaint
Date:09/18/2024
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.
***** *********, agent, forged my signature on an insurance application.Business Response
Date: 10/02/2024
October 2, 2024
RE: Bankers Life and Casualty Insurance Company
Consumer: ****** ****
Complaint ID Number: ********
To Whom It May Concern:
We are in receipt of correspondence dated September 18, 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.
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:09/06/2024
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.
My mom passed September 3 2024 and her policy has nothing left in it with bankers life and she never received it or anything so where is all the money she put into it?Business Response
Date: 09/20/2024
PO Box 1916
Carmel IN 46082-1916
September 20, 2024
**** ********
Better Business Bureau of ******* & ****************************************
********************************************************************************************************
RE: Bankers Life and Casualty Company
Complainant:******* *******
Case Number: 22249741
Dear Ms. *********
This letter is in response to your correspondence dated and received in our office on September 6, 2024, 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 directly with Ms. ******* on September 6, 2024, and September 20, 2024 regarding her 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 RelationsCustomer Answer
Date: 10/10/2024
Complaint: 22249741
I am rejecting this response because: i never talked to anyone someone called i called back and she never returned my call but i was busy getting ready for mother service the 21st
Sincerely,
******* *******Business Response
Date: 10/17/2024
PO Box 1916
****** IN 46082-1916
October 17, 2024
**** ********
Better Business Bureau of Chicago & ****************************************
********************************************************************************************************
RE: Bankers Life and Casualty Company
Complainant:******* *******
Case Number: 22249741
Dear Ms. *********
This letter is in response to your correspondence dated and received in our office on October 10, 2024, 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 directly with Ms. ******* on October 11, 2024, and addressed her 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 RelationsCustomer Answer
Date: 10/28/2024
Complaint: 22249741
I am rejecting this response because: they havent did anything yet to resolve my request yet i was waiting to get an call back
Sincerely,
******* *******Business Response
Date: 10/31/2024
Due to federal privacy laws related 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 have mailed documentation to Ms. ******** address of record. In addition to speaking to her on previous occasions, we have recently left three voicemails. At this time, we are closing this matter, as there are no further actions required.Initial Complaint
Date:08/30/2024
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.
Called 7/12/24 to cancel my LTC policy. I asked if there was a form to complete online. Was told no, only option was to write a letter requesting cancellation, to include policy number and fax it in. 8/1/24 deduction was taken from my bank so I called again. They claimed they never received the fax. I had confirmation of successful delivery and confirmed the fax number was correct. Was told to upload this documentation to portal and they would correct, refund and cancel effective 7/12/24. I uploaded documentation including original letter to cancel and confirmation of fax being sent and delivered. 8/14/24 received notification from bankers life the letter I faxed in was not valid. I needed to compete a form. I called and they said I should mail in the cancellation form, and they would correct, refund and cancel policy effective 7/12/24. 8/19/24 I signed and uploaded the cancellation form, in additional I mailed the form, a letter explaining the history and the fax support. 8/30/24 I called and was told my policy was cancelled effective 8/9/24. I explained the history and after many times being told there is nothing we can do to change the effective date to 7/12/24 I was finally told it will be sent to the back office to be reviewed. I have no confidence in what the representative told me. He could not confirm receipt of the letter and support mailed. I have been lied to several times already about how to cancel my policy and what methods they accept. I am requesting a refund of my payments effective a 7/12/24 cancellation date.Business Response
Date: 09/04/2024
Consumer: ***********************
Reference Number: 22219893
We are in receipt of correspondence dated August 30, 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 letter directly to the consumer today confirming the requested transaction has been completed.
Sincerely,
***********************
Consumer Relations Department
Customer Answer
Date: 09/04/2024
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. I received the refund requested.
Sincerely,
***********************Initial Complaint
Date:08/27/2024
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.
Company has had autopay coming out of my bank account since April 2020 & October 2020 for two life insurance policies. - Refuses to offer paper statements, billing statements, etc.- Never provided claim numbers via physical documentation.- Representatives are underqualified.- Change of Address was submitted but never put into their system.- Refused to payout the remaining balance of $5,827.35 Complete scam of a company. Highly suggest avoiding this company.Customer Answer
Date: 08/27/2024
Policy #1 - ********* - Oct 26th 2020 / $79.68 per month.
Policy #2 - ********* - April 21st 2020 / $79.68 per month.
No physical or digital billing statements have been sent by ******'s Life from April 2020 till now. Every "automatic payment" has been taken out of the account without notification or understanding that this was occurring.
Business Response
Date: 09/10/2024
September 10, 2024
This letter is in response to the correspondence received in our office on August 28, 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 ****************************************.
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:08/15/2024
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.
My mother passed away 6/15/2024. she had life policy with Bankers life. ******************* funeral home some how became beneficiary of my mom's policy. I was never sat down and told anything or never seen any documents of this. now I have documents from ******************* and Bankers life that do not match up. I also was sent a documents from ******************* with a fake policy number attached. They want send me any other information. I can't get the policy that was paid to *******************. I have a face amount of over 8 million dollars. ******************* are saying *****.that one policy paid 5000 and other one paid 3000.Bankers is saying one policy was paid out but want tell me the amount paid. I have documents that show fake policy number and more.im not for sure who has made fake documents but it is between Bankers life and ******************* funeral home. I need to know the amount paid to ******************* funeral home and anything that can help me come to a closer on this matter.Business Response
Date: 08/15/2024
We are in receipt of correspondence regarding Complaint #********. In the absence of HIPAA authorization to respond to the Better Business Bureau, upon completion of our review, our response will be directed to the address of record.
Thank you.
Initial Complaint
Date:07/29/2024
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.
My mother-in-law and father-in-law purchased 3 polices, 1 for each of my 3 children. They maintained the payments for these policies. In 2015 my mother-in-law passed away. I contacted their agent, ******************, to update the record and assume the payments myself. The payments have been automatically drawn from my checking account each month since. I assumed we were all set. In **** of this year, my father-in-law passed away. While cleaning his home, I found that he had been receiving the policy information at his home, and it was still in the name of my mother-in-law. I again contacted ******************** to make sure this information was up to date. I had to again send her death certificate. So far, only 1 of the 3 policies have been changed into my name. I have attempted to contact ******************** on multiple occasions, and sent the death certificate again. I am quite frustrated at the lack of response and help I am getting. I have been paying for these policies since 2015, and I have yet to receive any details on the policies. I am beginning to feel scammed.Business Response
Date: 08/13/2024
August 13, 2024
RE: Bankers Life and Casualty Insurance Company
Consumer: *************************
Complaint ID Number: ********
To Whom It May ****************** are in receipt of correspondence dated July 30, 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 DepartmentCustomer Answer
Date: 08/15/2024
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,
*************************
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