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 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:04/16/2024
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.
Trying to contact someone to submit paperwork to change policy. Fax machine off, no one answered the phone number or the cellphone.
Business Response
Date: 05/01/2024
We were unable to locate a policy number for this complainant. The telephone number she provided is incomplete. We attempted to contact **************** via email to obtain additional information so we could review and expedite her request. Additionally, we provided her with the correct fax number where she could send her paperwork.
Sincerely,
Bankers Life and Casualty Company
Consumer Relations
Initial Complaint
Date:04/09/2024
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.
The Business did not resolve the problem. We decided not to go with this company because the price was a little to high for us. I soon received a bill to pay an installment, I called to find out the issue. They said I signed the document for approval, however I never signed the document. I continued to received a bill, so I asked for a copy of the page with my signature. To my surprise the agent assigned to this policy signed my name. Her signature was on the document so it was plain to see that her signature and my supposed signature were the very same hand writing. I talked to a manager from the company who was not accommodating said she had to do a whole investigation and interview me. I told her anyone can see the two signatures are the same. You are trying to investigate me and you want me to show the document. I told her she should have all the information at the company to investigate, but she is harassing me. She informed me that I paid an automatic payment from my account but I have no recognition and if that the case return it . I asked her to not call me anymore and return the payment. I also in formed her I would go to the better business bureau.Business Response
Date: 04/23/2024
We are in receipt of correspondence dated April 9, 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 ********************Initial Complaint
Date:04/05/2024
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.
The company took money out of my Bank Account without my permission and knowledge. When I tried to resolve the problem it's taking me months to solve this problem them and My Bank. Overdraft fees are going up, putting m e in the. RED!Business Response
Date: 04/11/2024
April 11, 2024
BBB OF ******* AND NORTHERN ********
*******************************************
******* ** 60611
Insured: *********************************
Reference Number: BBB ID Number ********
We are in receipt of correspondence dated April 5, 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 ********************Initial Complaint
Date:04/03/2024
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.
Bankers Life representative consulted me as a new ******** in March 2023 She wrote me up a statement for a G plan supplement for Jupiter,,, I live in Martin County and Jupiter was more expensive I met with my house insurance agent who also deals with ********,,, he quoted me a G plan that was cheaper because I live in Martin County I called ******,,, the agent from Bankers Life,,, ***************,,, and told her I wanted to cancel my G plan with them because I didnt live in Jupiter,,,, she said she would take care of it In January 2024,,,we had to close our prior checking account,,due to fraud,,, only to find out Bankers Life had been withdrawing $265/ month from our account,,,, nothing recorded on my ******** statement When I called Bankers Life in ********,,, she told me to contact Customer Relations,,, fax them the information along with a copy of my ******** statement Customer Relations contacted me March 1,,, the lady I spoke to said she would reimburse me my money from June 1,2023,, she was supposed to send me a paper to sign and then they would reimburse my money,,,,Nothing came in the mail as of March 31,,, I called the number they called me from,,,,either **** or ***************** from Customer relations,,,to tell them I had not received the paper to sign,,, I said to call me before I file a complaint with ************************* they didnt call,,,, I believe it was ******** Fraud,,, preying on new ******** Members who were trusting what was said to them,,,, please help me stop this Thank you *****************************Customer Answer
Date: 04/17/2024
Hello
My complaint number was ********,,, to Bankers Life Insurance. I received a check on April 16,, for the full amount that was owed to me.
Thank you
*****************************Initial Complaint
Date:04/02/2024
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.
Policies were cancelled within the 30 day cancelation period. Seems only 2 were cancelled; March 15th $24.58 was taken from my account fie 1 of the closed accounts . I want this stopped! And my money returned.Business Response
Date: 04/05/2024
Bankers Life
PO Box 1916
******, ** 46082-1916
April 5, 2024
BBB of ******* and Northern ********
*******************************************************
*******, ** 60611
RE: Bankers Life and Casualty Company
Complainant: *****************************
Complaint Number: ********
Dear BBB of ******* and Northern ********:
This letter is in response to the correspondence received in our office on April 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 **************** addressing her concerns regarding the cancelation of the policy.
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,
***********************
Sr. Consumer *******************************************Customer Answer
Date: 04/05/2024
Complaint: 21517130
I am rejecting this response because:
The attached letter is addressed to the BBB, states they have communicated with me privately. I have had no contact from Bankers Life. Perhaps they will send a letter?Im not sure where i go from here.
Sincerely,
*****************************Business Response
Date: 04/08/2024
Bankers Life
PO Box 1916
******, ** 46082-1916
April 8, 2024
BBB of ******* and Northern ********
*******************************************************
*******, ** 60611
RE: Bankers Life and Casualty Company
Complainant: *****************************
Complaint Number: ********
Dear BBB of ******* and Northern ********:
This letter is to provide an additional response to the complainants rejection to our response to the concern received in our office originally on April 2, 2024. Thank you for allowing us the opportunity to address this matter.
In your correspondence you requested additional information regarding the above-referenced complainant. We have again communicated directly with **************** providing an update and response via telephone regarding the status of processing the cancelation of the policy. A written response and update will be communicated directly to ****************, as well, upon completion.
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,
***********************
Sr. Consumer ************************************* GroupCustomer Answer
Date: 04/08/2024
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:03/18/2024
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.
I just want a refund. they stop taking my calls. I try they but give me the run around so know I'm here I hope you guy can help. all i want is my money back.Business Response
Date: 03/25/2024
March 25, 2024
RE: Bankers Life and Casualty Insurance Company
Consumer: *******************
Complaint ID Number: ********
To Whom It May ****************** are in receipt of correspondence dated March 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 mailed a response 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 ********************Initial Complaint
Date:03/07/2024
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.
To whom it may concern,I purchased a Universal Life Policy on January 19, 2021policy # ********* for $1,200.00 a year, paid bi-annually. I decided to surrender this policy because all the Banker's Life agents I spoke with gave me contradicting and misleading information every time I called.I called Bankers Life around January 13, 2024, with questions regarding the surrender process. The agent confirmed that my premium was prepaid through July 2024. I specifically asked, "If I surrendered the policy today, would the unused portion of my premium be reimbursed? If not, I would keep the policy until the next billing cycle". The agent confirmed that I would be refunded for the paid-in-advance premium along with the cash surrender value of $280.36. I asked the agent again (with my wife listening on speaker phone) to confirm that my $600.00 prepaid premium would, in fact, be returned; otherwise, I would wait until July to surrender the policy. Again, I was told that any unused premium would be refunded. Given that information, I mailed the original policy and surrender form to ******'s Life the following day, understanding that I would receive a check for the cash surrender value and the unused premium payment. I received the cash surrender check of $280.36 on February 10 but not the refund for the $600 unused premium. Once again, I called Bankers Life on February 15 and spoke to an agent named ****, who was rude and dismissive. I had difficulty understanding his English and accent. When I asked to speak to his supervisor, he left me waiting on hold for 48 minutes. When the supervisor, *******, finally addressed me, I explained that I would not have surrendered this policy if the previous agent I spoke with in January had not reassured me that my premium would be refunded. She informed me that premiums are only returned within thirty days of policy purchase. I told her what the previous agent told us. There was never any mention of any premium refund limitations, and I surrendered the policy based on the information given to me by that agent. The supervisor suggested that I re-read my contract, but I already returned the original policy with the surrender form, as I was informed to do by the agent I spoke to in January. The policy is now canceled, so I cannot access any information from my online account. The supervisor was unwilling to help in any way other than to give me an address to file a complaint. I faxed a written letter to ******'s Life the next day and requested that any unused prepaid premium be immediately refunded to me because I based my decision to surrender the policy on the information ******'s Life gave me in January. I also requested that if the premium cannot be refunded, the policy should be reinstated until July 2024, when the premium expires. Two weeks later, I received a call from another Banker's Life dispute department, who informed me that every single agent I had previously spoken with (5-6 agents) was sadly misinformed and gave me incorrect and misleading information regarding my premium balance. This agent confirmed that these agents lied, and ******'s Life does not refund premiums because the premium goes toward the policy's cash value. If that is the case, I have paid this company $4,400.00 over three years and only received a cash value surrender check of $280.36! The false information I received from ******'s Life agents on multiple occasions is concerning and unacceptable. Banker's Life agents are lying to their customers. The last agent I spoke with confirmed they lied to me at my expense. They canceled my policy and kept my $600.00 paid-in-advance premium.Business Response
Date: 03/14/2024
March 14, 2024
BBB of ******* & ******** ********
******************************************************************* ** 60611
Insured: *****************************
Reference Number: BBB ID Number ********
We are in receipt of correspondence dated March 7, 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 *** regarding this matter.
Sincerely,
*******************************
Consumer Relations DepartmentCustomer Answer
Date: 03/21/2024
Complaint: 21400239
I am rejecting this response because: Hello. This complaint Re: ID # ********- **********************, has not been resolved. It took several days to reach them by phone. When I finally spoke to the representative, she let me know they would not issue a premium refund as promised by several agents. This company lied to me, gave false expectations, will take no accountability, and has no integrity. I have notified the ************* Division of Insurance, hoping they will further address and scrutinize Bankers Life issues with uninformed employees and dishonorable practices. Thank you for your attention to this matter.
Sincerely,
*****************************Business Response
Date: 03/22/2024
March 22, 2024
BBB OF ******* AND NORTHERN ********
******************************************************************* ** 60611
Insured: *****************************
Reference Number: BBB ID Number ********
We are in receipt of correspondence dated March 21, 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: 03/22/2024
Complaint: 21400239
I am rejecting this response because ******'s Life will not take accountability for employee incompetence. The supervising agent acknowledged that I was repeatedly misinformed by several agents throughout numerous recorded phone calls regarding policy surrender and paid-in-advance premiums. ******'s Life canceled my policy and kept my paid-in-advance premium after assuring me it would be refunded. Their billing policies are intentionally vague and confusing. Their response to this egregious violation of trust is mute and unacceptable.
Sincerely,
*****************************Business Response
Date: 03/27/2024
March 27, 2024
BBB OF ******* AND NORTHERN ********
*****************************************************>******* ** 60611
Insured: *****************************
Reference Number: BBB ID Number ********We are in receipt of correspondence dated March 25, 2024 regarding the insured named above. Thank you for bringing this matter to our attention, we maintain our position.
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 DepartmentCustomer Answer
Date: 04/02/2024
Complaint: 21400239
I am rejecting this response because it is mute and unacceptable.
Sincerely,
*****************************Initial Complaint
Date:02/21/2024
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 had an insurance policy with Bankers for ********************************************************************* Aug of ************************************* to do a policy review. I was told that the policy that I hac could be transferred into a newer policy that would give me a little more coverage and would have no premiums. In Oct of 2023 I received a check from BL. I called the agent and asked what the check was for and if I needed to send it back. She advised me not to do anything with the check until I heard back from her. I held the check until she called me back. She called me back and told me that the check was mine to use as I please. As my husband and I are both retired and only have a limited income, the check was a blessing that we used for a new mattress that we had been needing. In Feb, of 2024 my agent came out and told me that my policy had been cancelled because errors had been made on their part and unless I gave them the money back that they would not reinstate my policy During this entire process, other that my personal agent, I have received no communication of any kind from BL. Not a text, call, letter or anything. If my agent ( who has become a friend) had not told me, I would not have known. The only time that I can talk to anyone is when I call them. They want to find another company to put me in another graded policy for less coverage and twice the premium that I was paying. I am almost 75 years old. Their response to me was "do you think you are going to die in 2 years?". I feel as though they a making me pay for the mistakes of their agents and underwriters.Business Response
Date: 02/28/2024
February 28, 2024
Better Business Bureau of ******* AND NORTHERN ********
**************************************************
******* ** 60611
Insured: ***************************
Reference Number: BBB ID Number ********
We are in receipt of correspondence dated February 21, 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
Customer Answer
Date: 02/28/2024
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:02/21/2024
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 have ***** of ******** for my 94 year old mother, ***************************************. She had purchased a policy to help provide for in home care and assistance paying for nursing home care. At this time my mother needs assistance with personal care such as showers and going to the bathroom. She can no longer cook or clean for herself. She has been given a cognitive test by her physician and has progressive Dementia. I have spent the last 18 months trying to get some help from Bankers Life and Casualty. I have spent hours speaking to numerous representatives, done an over the phone interview/evaluation with their company nurse and completed all the paperwork sent to me. So far all I have received is the run around, rudeness and more paperwork. I'm frustrated and need help with this. I can't help but think of all the thousands of other families who may be struggling with similar circumstances.Business Response
Date: 03/07/2024
Better Business Bureau of ******* & Northern ********, Inc.
********************************************************************************************
Re: Complaint ID ********
Dear Sir or Madam,
Thank you for your email and letter dated February 21, 2024 transmitting ********************* concerns
regarding his 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 ************************* 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 - illumifinInitial Complaint
Date:02/14/2024
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.
Dear Bankers Life,My name is *****************************, and I am writing on behalf of my grandmother, ***********************, who resides in an assisted living facility for over six months. We are currently seeking coverage for her assisted living expenses through Bankers Life, but have encountered inconsistencies in the requested documentation, causing delays and confusion.While I appreciate your efforts to process *****'s claim, the repeated requests for different sets of documents have created unnecessary stress and hinder the progress. To ensure a smooth and efficient process, I kindly request the following:Comprehensive List of Required Documentation: Please provide a definitive and complete list of all documents necessary for processing *****'s claim. This should include clear explanations for each document, outlining its relevance to her eligibility and how it will be used in the claim assessment.Review of Previously Submitted Documents: I understand some documents may have been submitted previously. Kindly review these and advise on any missing information or clarifying questions you may have. This will avoid redundant requests and expedite the process.Direct Communication: To streamline communication and avoid confusion, please designate a single point of contact for all inquiries related to *****'s claim. You can reach me directly at ************ or [email protected] am currently unable to attach any documents; however, I am readily available to provide them upon request and clarification of the required information.I am authorized to represent **************** in this matter due to her limited English proficiency. We are committed to cooperating fully and providing all necessary documentation to ensure a prompt and positive resolution.Thank you for your time and attention to this matter. We look forward to your prompt response and a clear path forward for ******************** claim.Sincerely,*****************************Business Response
Date: 02/28/2024
February 28, 2024
Better Business Bureau of ******* &Northern ********, Inc.
*******************************************************************************************; 60611
Re: Complaint ID ********
Dear Sir or Madam,
Thank you for your email and letter dated February 14, 2024 transmitting ******************************* concerns regarding his grandmothers 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
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