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:02/13/2024
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.
Agents continue to call my father, *****************************, at all hours telling him they are going to stop by to sign him up for ********* I have called them and left messages asking them to remove him from their list because he has health insurance, life insurance, and retirement funds already. They continue to call. We just want them to leave him alone.
Business Response
Date: 03/06/2024
****************** has expressed her dissatisfaction with the unsolicited telephone calls received by her father, and we deeply regret the inconvenience he has experienced. In order to address this matter effectively, we have contacted ****************** via email and requested that she provide us with her father's telephone number and address. This crucial information will enable us to identify the source of the solicitations and implement necessary measures to prevent any future occurrences. in the absence of the requested information, we are unable to proceed with updating our records.
Sincerely,
Consumer Relations
Bankers Life and Casualty Company
Initial Complaint
Date:02/13/2024
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.
HarrasmentInitial Complaint
Date:02/06/2024
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.
I am writing to inform the BBB about an ongoing issue with Bankers Life concerning a reimbursement check we have not received. Despite our repeated attempts to contact them, we are facing delays and the runaround. We hope the BBB intervention will prompt the company to rectify this situation by promptly issuing the overdue reimbursement check.We were assured that the first policy, a standard non-whole life plan would be canceled by ****. We were told we would receive a reimbursement check. Despite reassurances, we continued to receive invoices instead of the expected refund. This went on for 5mo where we were charged for 2policies. After ***** departure, ******* contacted us abruptly, and her unexpected visit to our home raised concerns.The meeting revealed the need to resign a policy we had already signed with the previous agent several times. Despite assurances from ******* about the cancellation of the 1st acc. and the issuance of a refund check, we received conflicting information when contacting your companys 800# directly. It was revealed that we were being charged for 2 separate policies over a period of 5 months. Confusion arose as we were initially told by Bankers Life that they would handle the cancellation, later informed by their customer service that we needed to initiate the cancellation ourselves. This information we never received from Bankers. Our concerns escalated when we discovered we were double charged for five months, with the possibility of not receiving a refund due to the extended time frame because of the negligence of Bankers Life agents. *******'s inconsistent communication and memory lapses further complicated the situation, leaving us frustrated and feeling misled.We seek urgent resolution and transparency in addressing these issues. Our trust in the company has been significantly compromised, and we hope for a swift and satisfactory resolution to rectify the financial discrepancies caused by the mismanagement of our policies.Business Response
Date: 02/09/2024
February 9, ****
BBB OF ******* AND NORTHERN ********
*************************************
******* ** 60611
Insured: ***************************
Reference Number: BBB ID Number ********
We are in receipt of correspondence dated February 6, **** 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:02/03/2024
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.
I purchased a long term care policy from Banker in November of 1997. I paid premium until I went on claim about 7years ago. , I submit weekly time sheets to them for payment for my home aides. It takes them often months to pay. I now have an aide who started work on 12/15 ***** and she still has not been reimbursed. they tell me that the need further documentation which was sent to them several times. and they say they finally approved her for payment on 1/222/24. this is their method of operation in paying claims. I have complained to the ********* Insurance **** and i ai am not sure who has jurisdiction. I am 83 , wheelchair bound, visually impaired and hard of hearing . Please tell me whre I can get help about ******'sBusiness Response
Date: 02/15/2024
February 15,2024
Better Business Bureau of ******* &Northern ********, Inc.
********************************************************************************
Re: Case # ********
Dear Sir or Madam,
We received your February 4, 2024 letter transmitting ********************************* concerns regarding her 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. We have issued a response addressed directly to ******************.
If she has any questions, our ************* Professionals are available at ************, Monday through Friday, 8:00 a.m. to 6:00 p.m. Central Time.
Sincerely,
***************************
***************************
illumifin Manager,Claims and Care Management
Administrator for Bankers Conseco Life Insurance CompanyCustomer Answer
Date: 02/19/2024
Complaint: 21241674
I am rejecting this response because: HIAPPA has nothing to do with the facr that they Dont pay they claims in a timely fashion. The company is in receivership and the think that protects them . I give the Better Business Bureau permission to see any and all records or payment information from Bankers Life regarding Policy 10001424
Sincerely,
*********************************Business Response
Date: 02/22/2024
February 22,2024
Consumer: *********************************
Case # ********
Dear Sir or Madam,
We received additional correspondence dated February 19, 2024 regarding the above-named consumer. Thank you for bringing this matter to our attention.
We provided a substantiative written response directly to the consumer on February 15, 2024 regarding her concerns and confirming the requested transaction had been processed. If she has any further questions regarding this matter, we encourage her to contact our ************* Professionals who are available at ************, Monday through Friday, 8:00 a.m. to 6:00 p.m. Central Time.
Sincerely,
***************************
***************************
illumifin Manager,Claims and Care Management
Administrator for Bankers Conseco Life Insurance CompanyInitial Complaint
Date:01/31/2024
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.
Hi, my name is ******* ***************************. I had an whole life policy insurance with Bankers Life and Casualty since 2011. On 11/10/23 I called and asked to close the account. Then I asked, how much will I get back by closing this account? I was told,$1100. And some change. I said please STOP withdrawing payments immediately. They told me if I close the account I cannot reopen the account, I said, that's ok. They also said there is a form that comes with closing the account, and it will takes about 2 weeks for me to get the funds. I said please send me the form. They were still sending me payment coupons. They were prolonging the time I should have gotten the form, and then telling me that grace ****** expires. I did NOT asked for no grace ******. I said, please close this account immediately and sent me the funds. It took them over a month for me just to get the form. I filled the form out and sent it back. Now I heard from them within weeks telling me that my signature does not match what they have on file. I went to my Bank, got it notorized, sent it back to them. Now they are claiming that grace ****** expired. I asked them to close the account immediately and send me the funds, what grace ****** are they talking about? Please help me get back just a small fraction of what I paid them over a 12 years ****** Policy #, *********.Business Response
Date: 02/16/2024
We have received the concern regarding ****** *****************, Conplaint #********. In the absence of the authorization to respond to the BBB, our response was sent directly to the client's attention at the address of record.
Thank you.
Initial Complaint
Date:01/25/2024
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 *************************** passed in May 2023.. my siblings and i have constantly called this company to get payout information. Every time we call we get the run around, They ask for all kinds of information then put us on hold and never return. at time they will say your brother needs to call us then when he calls they say your sister needs to call us. In addition, myself *********************** continues to get letter informing me of dividends to my policy which my mom took out on me some ****************************************************************************************************************** my hand. My moms policy is ******* My policy is *********...Business Response
Date: 02/06/2024
February 6, ****
BBB OF ******* AND NORTHERN ********
******************************************************************* ** 60611
Insured: *************************
Reference Number: BBB ID Number ********
We are in receipt of correspondence dated January 26, **** 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: 02/06/2024
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:01/25/2024
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 received calls from approximately 100 Bankers Life telemarketers attempting to sell me ******** insurance. I am not anywhere near the age (not even within 10 years of that age!) that would make me eligible to purchase said insurance. I have requested many many times for my name to be removed from the list and to receive no further contact from Bankers Life.Business Response
Date: 02/09/2024
February 9, ****
RE: Bankers Life and Casualty Insurance Company
Consumer: ***********************
Complaint ID Number: ********
To Whom It May ****************** are in receipt of correspondence dated January 26, **** regarding the consumer named above. Thank you for bringing this matter to our attention.
We have added to the consumer to our Do Not Contact database and we have advised our local branch sales office not to contact him again.
We want to assure you of our continued commitment to provide our customers with the best possible service.If you have further questions or need additional assistance, please contact our *************************** at **************.
Sincerely,
***********************
Consumer ********************Initial Complaint
Date:12/20/2023
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.
Bought a life insurance policy from them in 2016. I paid in ****** and missed 1 payment and they say I owe them $1000.00 more that the policy's Cash valve.Business Response
Date: 01/12/2024
PO Box 1916
****** ** 46082-1916
January 12, 2024
*************************
Better Business Bureau of ******* & Northern ********, ****
********************************************************************************
RE: Bankers Life and Casualty Company
Complainant:*******************************
Case Number: 21037090
Dear ********************:
This letter is in response to your correspondence dated and received in our office on December 21, 2023, 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 ********************** and addressed 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 RelationsInitial Complaint
Date:11/25/2023
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 securities has money in an account that I am a beneficiary as well as my brother after my father passed away 12/2021. After being told for 18 months that the account could not be closed it was after we contacted the company directly. The agent from Bankers life said it was not his priority. Once the money was transferred to Bankers life no one from there contacted us to tell us more forms had to be filled out to get the money distributed. They emailed us the paperwork and I sent it back the next day and checking to get the money via an overnight check. After several days I called back and checked. It wasnt filled out correctly, No one calls or emails to tell you this. Corrected it again and called back to check the guy **** said it was in cashiering and would be there the following day. Waited 2 days its holiday week and we were leaving town so I didnt want a check for several thousand dollars floating around my house while Im out of town. Called for the 4 the time and spoke to **** who said no problem sent the form again with your bank account and wiring information and we will get the money to you today after it processed it takes 15 minutes this was in the morning. Called to check in the afternoon when there was nothing in the account waited on hold after **** answered again for 40 minutes for him to say whoops it missed the cutoff for today but 100% for sure it will be in the account Friday morning. The day after thanksgiving. I was extremely frustrated at this point and he assured me multiple times Friday morning it would be in the account no problem. That was a flat out lie when I called Friday because there was no money in the account, ********************** was closed for the holiday. He never mentioned that. This company has no clue what theyre doing and should absolutely not be in charge of large sums of money. Every single person I spoke to there lied !!!! There isnt an honest person there and now they have my bank account info. I would never ever recommend anyone using this company and dont think they should have access to peoples accounts!!!!Business Response
Date: 12/08/2023
PO Box 1916
******, ** 46082-1916
December 8, 2023
BBB of ******* and Northern ********
********************************************************************************************
RE: Bankers Life and Casualty Company
Complainant: *********************
Case Number: 20915452
To BBB of ******* and Northern ********:
This letter is in response to your correspondence received 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 will contact ************** directly by letter to provide the requested information.
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:11/24/2023
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 has requested a copy of their clients (claimants policy *********) medication profile from Golden Hearts Assisted Living facility four times as of 11/24/23. Golden Hearts has faxed requested information four times and spoken to a rep twice on the phone regarding this request. At this point, our facility is being harassed by Bankers Life. Bankers Life is also avoiding prompt payment to their client by claiming they have not received requested information. Facility does have all faxes saved dated 10/30/2023, 11/09/2023, 11/10/2023 and today 11/24/2023. This is an ongoing issue anytime Golden Hearts deals with Bankers Life. Facility is requesting a call to confirm medication profile has been received. An apology for wasting facility time would be welcome also as this takes away from us caring for the elderly.Business Response
Date: 12/11/2023
Bankers Life and Casualty Company
PO Box 64918
************ ** 55164-0918
December 11, 2023
Better Business Bureau of ******* &Northern ********, Inc.
*******************************************************************************************; 60611
Re: Complaint ID ********
Dear Sir or Madam,
Thank you for your email and letter dated November 25, 2023 transmitting the concerns expressed by ******************** who provides assisted living facility services for one of our insureds.
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 Golden Hearts, Inc.
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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