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.
56 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:05/19/2024
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 took out a life insurance policy. I spoke with *******. ******* on Wednesday or Thursday that will be the 15th or the 16th and told him to notify the company and tell them do not go into my account that I will give him a new account to go into. He said he notify the company I looked at my account on the 17th and they had already wanted to my account and automatic draft on Friday and they said that it was notified that he had called to let them know that not to giraffe out of that account and that was **************** so pacifically told me Not the truth have not called the The policy company left a note not out of that account. They told me they was going to mail me a check. I told him that I did not want to check due to the fact that he did not call company and let them know not to drive out of that account, but ******************** said the phones will be in my account within 24 to 48 hours, today is the 19th and the money is not into my account. I have to pay overdraft fee. Ive figured that banker life insurance need to pay that fee because the money is still not in my account. Im still negative.
Business Response
Date: 06/06/2024
June 6, 2024

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

RE: Bankers Life and Casualty Company
Complainant: ***********************
Complaint Number: 21732240

Dear BBB of ******* and *****************:

This letter is in response to the correspondence received in our office on June 3, 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:05/14/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I met with a Bankers Life representative to learn about ********* They wanted to know every about every ***** we had and wanted to sell us ridiculous amounts of insurance - example: 100% coverage to pay all taxes for heirs on a $2M estate. My husband threw them out of the house. For the last 6 months they continue to call. Different reps, sometimes 5 to 6 times a day. I've asked multiple times for them to stop calling and have been told multiple times they put me on the do not call list but they continue to call.
Business Response
Date: 05/16/2024
May 16, 2024

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

To Whom It May ****************** are in receipt of correspondence dated May 14, 2024, regarding the consumer named above. Thank you for bringing this matter to our attention.

We have written directly to the consumer today to confirm that she has been placed on our do not contact list.

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:05/13/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*********************** told me that he was a life insurance agent, so I gave him all of my information and that includes my bank account numbers. He told me that I was to get my policy last month but I never received anything from him. So what I want is for him to give me my money back.
Business Response
Date: 05/17/2024
May 17, 2024

BBB of Chicago & Northern Illinois, Inc
***********************************************
*******, IL 60611
RE: *****************************
Complaint ID: ********
This letter is in response to the correspondence received in our office on May 13, 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
Customer Answer
Date: 05/20/2024

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:05/11/2024
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 have attached a letter explain the following items pending from BLC as follows:1)A copy of my life insurance policy by US Mail to my home address 2)An explanation of how my wifes life insurance proceeds were disbursed. I did not receive any proceeds 3)The name, physical address and telephone number of my local life insurance agent
Business Response
Date: 05/29/2024
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, upon completion of our review, we will respond directly to the client regarding this matter.

Sincerely,
Consumer Relations Department
Customer Answer
Date: 05/30/2024

Complaint: 21698659

I am rejecting this response because with Bankers Life requesting a HIPPA authorization is just another one of their stall techniques. A copy of my insurance policy was requested twice during the month of March. It has been over two months now, plenty of time to mail it to me. They continue to deduct the premium via ACH from my bank. I will gladly sign a HIPPA Form authorizing BBB to obtain the information requested to facilitate a conclusion to my requests from Bankers.
If I do not receive a response by mail to my inquiry below,
1) A copy of my life insurance policy by US Mail to my home address
2) An explanation of how my wifes life insurance proceeds were
disbursed. I did not receive any proceeds
3) The name, physical address and telephone number of my local life
insurance agent
I will simply file a complaint with the Georgia and National Insurance Commissioners as Bankers Life is receiving multiple customer complaints on ********************'s website every month.

Sincerely,

*************************
Business Response
Date: 05/30/2024
We are in receipt of the feedback as it relates to ID #********. Please consider that it erroneously stated that HIPAA Authorization had been requested; our previous response simply noted that in the absence of such authorization, our reply would be sent to the complainant at the address of record. The information is currently enroute and should be received in the coming days.
Initial Complaint
Date:05/09/2024
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.
In January ********************************************************** ******. She paid Banker *************** Company premiums for over 20 years in case she might need long term care insurance at some point in her life. She filed a claim with Bankers Life in January 2023. It took the assistance of a lawyer and the *************** of Insurance before they made their first payment in September of 2023. After that time, they have chosen to pay if and when they deem fit. They may pay for the month, they may pay for partial months, they may pay once every two months, or they may just not pay at all. They use many excuses, a favorite being to say the assisted living facility did not supply adequate paperwork. When any paperwork is resent, Bankers says it is a duplicate and denies it. They should not be allowed to run their business this way. People should not have to go to outside agencies to get them to pay their claims. Once a claim has been approved they should pay each month on a timely basis and the person being paid by the claim should not have to wonder if and when to expect payment. They should continue to pay the claim for the specified time. The only resolution is for Bankers to catch up by paying 14 days for September 2023, 28 days for January 2024, 31 days for March 2024, and 30 days for April 2024
Business Response
Date: 05/20/2024
May 20, 2024

Better Business Bureau of ******* & Northern Illinois, Inc.
********************************************************************************************************

                                                                                                        Re: Complaint ID ********

Dear Sir or Madam,

Thank you for your letter dated May 9, 2024, transmitting ********************* concerns regarding her mothers 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; however, we have written directly to ***************************.

If you have any questions, please call our ************* Professionals at ************, Monday through Friday, 8:00 a.m. to 6:00 p.m.Central Time.

Sincerely,

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

******* *******
Manager, Claims and Care Management
Administrator - illumifin
Customer Answer
Date: 05/21/2024

Complaint: 21690081

I am rejecting this response because: I have not received their letter but more importantly, they have had every opportunity to pay the claim, but rather than do so, they come up with any excuse they can think of to not pay, They continue to owe for part of September 2023, part of January 2024, all of March 2024 and all of April 2024. My mother has received the continuation of claim letter that takes the claim through August 2024, but yet no payments to go with it.

Sincerely,

***************************
Business Response
Date: 06/07/2024

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

June 10, 2024

Better Business Bureau of Chicago & Northern Illinois, Inc.
***************************************************************************************************

                                                                                                        Re: Complaint ID ********

Dear Sir or Madam,

Thank you for your letters dated May 31, 2024, and June 5, 2024, regarding ********************* concerns related to her mothers 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; however, we have written directly to *************************** on May 20, 2024, and again on June 7, 2024.

If you have any questions, please call our ************* Professionals at ************, Monday through Friday, 8:00 a.m. to 6:00 p.m.Central Time.

Sincerely,

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

******* *******
Manager, Claims and Care Management
Administrator - illumifin
Customer Answer
Date: 06/11/2024

Complaint: 21690081

I am rejecting Bankers reasoning: Our issue has not been completely resolved yet. While they have now paid March and April's 2024 money, they still owe for September 2023 and January 2024, and now May 2024. They have sent me an explanation, however, I consider the explanations to be excuses. Simply put, they owe the money, they need to pay the money. Yesterday, I received a letter discussing payment of future premiums. I can't possibly think about paying them money in order for them to continue to pay my mother's claim.

Sincerely,

***************************
Business Response
Date: 06/19/2024
June 18, 2024

Better Business Bureau of ******* & *****************, Inc.
********************************************************************************************************

                                                                                                        Re: Complaint ID ********

Dear Sir or Madam,

Thank you for your letters dated May 31, 2024, June 5, 2024, and June 11, 2024, regarding ********************* concerns related to her mothers 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; however, we have written directly to *************************** on May 20, 2024, on June 7, 2024, and on June 18, 2024.

If you have any questions, please call our ************* Professionals at ************, Monday through Friday, 8:00 a.m. to 6:00 p.m.Central Time.

Sincerely,

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

******* *******
Manager, Claims and Care Management
Administrator - illumifin
Initial Complaint
Date:05/06/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bankers' Life insurance issued me (beneficiary) of my daughter's death in the amount of $15,460.71. I had the check for nearly a month and then endorsed it to my daughter ******************************* on April 30, 2024. She took it to her credit union where it was deposited and then there was a stop or hold put on the check by Bankers Life unbeknown to us. This created a great amount of confusion, freezing the funds in my daughter's account and stop payment check fees. When we called the credit union to find out further information, they suggested we reach out to Bankers Life. We reached out today and bankers life informed us that they stopped the check because they neglected to pay the cemetery costs prior to cutting the check. Bankers Life NEVER informed us of this and in turn created a storm of confusion and chaos. It was negligent and unprofessional on their part. They have not yet cut a new check for the revised amount. I request they write a letter of apology to the Schools ****************** and pay all the cancelled check fees associated with their mistake. In the process of grieving, no family should have to go through this kind of emotional torture and embarrassment. This issue needs to be rectified sooner than later.
Business Response
Date: 05/09/2024
We are in receipt of correspondence dated May 5, 2024, 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
Customer Answer
Date: 05/10/2024

Complaint: 21673803

I am rejecting this response because the company is not taking any steps to reach out to me regarding this matter. They still have not re-issued a check in the correct amount to be expedited to me. When I was a client making monthly timely payments it was never an issue. Now my daughter is dead and the company has embarrassed me, her memory and isn't taking accountability for their wrong doing. Since there is no HIPPA involved, who then holds them accountable and holds their feet to the fire for the emotional distress and the financial blunder? If I do not hear from them within the next 3 business days, I will seek legal action.

Sincerely,

*****************************
Business Response
Date: 05/10/2024
As previously noted, we are in receipt of the correspondence in question regarding ID #********; it is currently under review. Upon completion, in the absence of HIPAA authorization, we will respond directly to the complainant.
Thank you for the opportunity to confirm the concerns have reached us and that a response will be forthcoming.

Sincerely,
Consumer Relations Department
Customer Answer
Date: 05/13/2024

Complaint: 21673803

I am rejecting this response because it should not take this long to review and the new check still has not arrived. The facts are clear. I filed a complaint with the ********** of ******** Affairs. At this point, you are taking advantage of me and the situation. You are prolonging the closure of this issue as well as the emotional stress associated with the loss of my daughter. So as previously stated, your response time is NOT acceptable and the matter needs to be resolved sooner rather than later. If I lapsed on a payment, I would be responsible to get on it right away. I expect you to do the same.

Sincerely,

*****************************
Business Response
Date: 05/14/2024
Thank you for your feedback.
Initial Complaint
Date:04/30/2024
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 sister and I have contacted ******'s Life Insurance several times for a life insurance payment. Their was some kind of clerical error in which my sister was being billed, even though my mother, the insured had passed away. ******'s Life Insurance was informed several times, that she had passed (******** didn't help). ******'s finally fixed the error and apologized. We then attempted to collect the payout and have had nothing but difficulties. We have filled out a claim form and sent the death certificate. ******'s then stated they need copies of our birth certificate and driver's license. We did not hear anything after that. Over the past month, I have attempted to deal with it and were told that needed to send out a copy of my driver's license and birth certificate(I informed them I already did, they stated they did not have the copy and I sent it again). After not hearing anything for a while, I called them and they stated I had to fill out a claim form and copy of the death certificate (which we have done previously) I again sent out what was requested and was told they have to evaluate the forms. I am asking BBB if they can assist me with this, prior to obtaining a lawyer.
Business Response
Date: 05/13/2024
May 13, 2024

Consumer: *************************
Reference Number: 21645712

We are in receipt of correspondence dated April 30, 2024 regarding the consumer named above. Thank you for bringing this matter to our attention.

Since we do not have authorization on file to respond to the Better Business Bureau, we have mailed a response directly to the consumer today.
If you should have any additional questions,please contact our customer service department at ************** Monday through Friday between the hours of 8:00 a.m. and 6:00 p.m. Central Time.
Sincerely,

***********************
Consumer Relations Department
Bankers Life and Casualty Company
Initial Complaint
Date:04/29/2024
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.
A Hospital Indemnity policy (# *********) was purchased from Bankers Life in October 2019. This account was paid monthly via automatic payment. In November 2023 I broke my foot and was in the hospital for 10 days. This was not one of the listed exclusions for the policy, however, the claim was denied due the expense not being one of the listed policy benefits.Once I was finally able to speak with someone about the claim, they said it was because I was not "admitted" to the hospital. Apparently, I was there as an outpatient, for 10 DAYS. I understand, they have the need for procedures. However, regardless of the code used by the hospital, it is clear I was in the hospital for multiple days. It seems coding is being used to not pay the claim.
Business Response
Date: 05/01/2024
May 1, 2024

BBB OF ******* AND *****************
************************************
****************

Insured: *************************
Reference Number: BBB ID Number ********

We are in receipt of correspondence dated April 29, 2024 regarding the insured named above. Thank you for bringing this matter to our attention.

As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.

Sincerely,

******************************;
Consumer ********************
Customer Answer
Date: 05/01/2024

Complaint: 21642027

I am rejecting this response because the Hospital Confinement Benefit indicated they would pay when you are hospitalized. They are claiming, per billing, that I was in for observation. Regardless of the reason, I was hospitalized for 10 days. In addition, there is an Observation Room Benefit which pays a maximum of 3 days. I was only paid for 1 day. Seems the company is looking for any loophole to deny claims.
Sincerely,

*************************
Business Response
Date: 05/07/2024
May 7, 2024

BBB of ******* AND *****************
*************************************************************
****************

Insured:*************************
Reference Number: BBB ID Number ********

We are in receipt of correspondence dated May 1, 2024 regarding the insured named above. Thank you for bringing this matter to our attention.

As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.

Sincerely,

*******************************
Consumer ********************
Customer Answer
Date: 05/07/2024

Complaint: 21642027

I am rejecting this response because the policy I have indicates claim will be paid as a result of hospital confinement. It does NOT say, must be admitted as inpatient . I have no idea what policy she was reading that indicated otherwise. I have accepted the claim will not be paid, but it is not right.

Sincerely,

*************************
Initial Complaint
Date:04/23/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This person keeps soliciting me claiming she found my resume. This is happening every few mos. I've told them to no longer message or call me. At this i don't know if it's a scam. I've emailed back and she never responded acknowledging my email. I want it to stop, if it isn't a scam then i'll have to take legal action.
Business Response
Date: 04/25/2024
April 25, 2024

BBB OF ******* AND *****************
*******************************************************************************>****************

Insured: *************************
Reference Number: BBB ID Number ********

We are in receipt of correspondence dated April 23, 2024 regarding the insured named above. Thank you for bringing this matter to our attention.

As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.

Sincerely,

*******************************
Consumer Relations Department
Customer Answer
Date: 04/25/2024
Spoke with a rep and it's a scammer using their company name
Initial Complaint
Date:04/19/2024
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 mother died November 3, 2023. I called Bankers Life - *************, ** office and left a message to speak with my mom's agent to file claims for her life insurance. Dad died the year before, and I had gone through this process with them before with our then agent, *******, and had no problems. My 2 sisters and I are the beneficiaries as Dad died last year.On, January 11, 2024, *************************** another Bankers Life agent from the ******************** came to my house and I filled out the claim forms for Mom's 3 policies and provided him with a copy of Mom's death certificate and names, address, phone of my 2 sisters. On January 30th, he met with my sisters to finalize that paperwork with them.Since then, nothing and no $ checks. Calls to the office go straight to voicemail. ****** has texted back 2x: March 1 - "Team at a conference...still playing catchup...file on my desk at house....check status and report back ASAP and then, March 18 - "I was out of town-on my way to office- update you shortly." He did not. Spoke on phone - March 26 - where he admitted to sloppily handling things and apologized, said he would address it and call back the next day. He did not call. I have called office requesting supervisor - always get answering serive - ****** called back and left msg. I called back and continue to just get a machine. I have called ****** - and get voicemail.Jan 11-Apr19. It has been 3 months since completing the claim forms. I called Bankers Life customer service today, Apr 19 and spoke to **** who told me no claims have been processed. She told me to file claim forms etc. I told her I did that through their agent from *************, ** branch. I told her I called to file a complaint and speak to supervisor. Supervisor was not avail. Left my number.I am concerned that the branch office and this agent not doing their job or worse? Grief is suffering enough. Why the battle to file claims my mom put into for years?
Business Response
Date: 04/23/2024
We are in receipt of correspondence dated April 20, 2024 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 ********************

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