Complaints

This profile includes complaints for Banner Life Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Banner Life Insurance Company

  3275 Bennett Creek Ave Frederick, MD 21704-7608

• 

  Banner Life Insurance Company

  PO Box 740526 Atlanta, GA 30374-0526

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:05/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/14/2025, a pending ACH debit of $2,879.23 appeared on my checking account. This is significantly higher than the approved ACH amount of $643.38 and the annual premium for my policy, which is only $1,261.55.Upon discovering this excessive amount, I promptly contacted your customer service department. Representative ****** confirmed that the overage would be refunded within 72 hours and assured me that any bounce check fees resulting from this error would be reimbursed by Banner ******* of today, the excess funds have not been returned to my account

  Business Response

  Date: 05/27/2025

  Attached you will find Banner Life response.

   

   

• Initial Complaint

  Date:02/10/2025

  Type:Billing 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've been paying on my husband's life insurance policy for many years. Starting in December 2024, I've received many letters indicating that my payments will be going quarterly, then saying I can still pay monthly, then saying paperwork with a voided check has to be sent in to continue to take money out of my account, then saying my policy has been cancelled, etc. These letters are all conflicting. I set up an account on February 6th and entered my info to have the money taken out of my account. To date, no money has been taken out of my account and now when I log in, the message says I don't have the right to use the on-line process. No one will return my calls or emails. I don't know if the policy is still valid or has lapsed.

  Business Response

  Date: 02/13/2025

  Attached for your review is our response to BBB regarding Mr. ********* life insurance policy.  

  Customer Answer

  Date: 02/19/2025

  The issue is still not resolved. The company sends me correspondence almost every day indicating something different. I sent a check to them last week for December, January and February, but for some reason they refuse to cash it indicating I owe more money. If the check is not cashed by the end of the week, I'm going to stop payment on it and take my business elsewhere. I have been a customer of this business for 16 years and this is how they treat the people who are supporting their business. It's amazing how dysfunctional this business is because one person doesn't know what the other person is say, so there are many conflicting issues.

  Business Response

  Date: 02/20/2025

  Thank you for giving us the opportunity to review this matter for Mrs. ******** spouse to our policy owner.  An analysis of the file revealed that all previous communications, including phone calls, outgoing correspondence,and emails, have been handled promptly. We have reviewed the file and have responded directly to the policy owner, ****** J ******* via *****   

• Initial Complaint

  Date:11/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My life insurance policy # ********* expired on 06/24/2024 and Banner Life insurance continued to withdraw money from my checking account for 5 months. I have tried to contact Banner over these 5 months only to be put on hold for over 50 min. each time, and ultimately being disconnected. I also e-mailed the company at their customer service E-mail and never had a response. When I finally got through to a person on 11/4/24 after over an hour wait was told that I could only be refunded 2 months because I did not contact them. How do you contact a company that seems to not want to get contacted. From reviews I have read this seems to be a common practice with this company. I believe the lack of customer service is intentional and want a full refund from the date my policy expired. Have not heard a single word from this company since 11/4/24 when I had finally got through to customer service.

  Business Response

  Date: 11/07/2024

  We are in receipt of your complaint notification dated 11/07/2024 regarding case number 22522872. 
  
  Thank you for giving us the opportunity to review this matter for Ms. ************* We will review the file and will be responding directly to the consumer regarding the decision made on the life insurance policy. 

• Initial Complaint

  Date:09/01/2024

  Type:Billing 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 had a 10 year term life insurance policy with the company that ended when I turned 60 years old in December 2023. Since December 2023, theyve continued to take payments (at a significantly increased premium rate) from my checking account without my consent. I called customer service and although they agreed to cease withdrawing further payments, they will not refund the unauthorized withdrawals amounting to over $5,000. The customer service *** advised me that I should have paid closer attention to the activity in my checking account. Thanks

  Business Response

  Date: 09/06/2024

  We are in receipt of your complaint notification dated 09/03/2024 regarding case number 22220848. 
  
  Thank you for giving us the opportunity to review this matter for Mr. *********** We have reviewed the file and will be responding directly to the consumer regarding the decision made on the life insurance coverage. 

• Initial Complaint

  Date:08/21/2024

  Type:Customer Service 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 ******* ****** filed 48 insurance policy about two months ago. They wanted an exam we set up an exam. The person called no-show. I had to call and remind him to do their job and show up. They eventually did about three or four hours late, which cause stress and headache does, we have all necessary paperwork and information you requested every time I call and you say its gonna be approved the next day however thats been two months ago. I am extremely aggravated. Ive been treated. Why this policy is not In effect yet when I was told it would be, I demand to talk to somebody higher. Im tired of getting told lies. You guys have caused nothing but stress and headaches by the lies.

  Business Response

  Date: 08/21/2024

  We are in receipt of your notification of a complaint from ****** ******.  We would like to further research this matter.  Please have the customer provide the policy number for the life insurance application and any communication (i.e.: application, letter, email) they have regarding this matter.

  We appreciate the opportunity to resolve this matter with the customer.  

   

• Initial Complaint

  Date:07/07/2024

  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.

  I bought a policy around 13 years ago. Three years ago I got married. In 2022, tried to change my last name and beneficiary. Recently received mail from these people showing those changes had not happened. Evidently I did not fill something out correctly, but was never told that. So, tried it again. They would not accept electronic signatures. So I signed over the electronic signature and added the policy number by hand at the top of the form. Today, received the form I sent without the signature and the hand written policy number. I had TWO signatures on the form, one electronic and one hand written and that was not acceptable to them. So if something had happened to me since 2022 or even this past week, the insurance policy would not have gone to where it is supposed to. This company has HORRIBLE customer service. I need my info to be corrected and someone to pick up the phone to call me.

  Business Response

  Date: 07/09/2024

  Thank you for giving
  us the opportunity to review this matter for Ms. ********.  We have reviewed the file and will be
  responding directly to the consumer regarding the life insurance policy. 

  Customer Answer

  Date: 07/09/2024

  Because I filed a complaint with the BBB and let the company know I had done so AND next step was to contact the State Insurance Commission, Banner Life sent me notice they were correcting everything and would be sending me hard copies.  I will hopefully get those this week.  It’s very sad you have to make threats to get customer service anymore. 
  

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

  Customer Answer

  Date: 07/16/2024

  At this time, I believe this is resolved.  I did receive electronic information that they have fixed the issues.  I am waiting hard copies in the mail, but we had a hurricane last week and I have not received that.  I'm sure it is coming. 

  Thank you for assisting in this matter.  It is still very sad that a customer has to make threats to get something accomplished.  

   

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

• Initial Complaint

  Date:06/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased life insurance and was being billed quarterly and I was set up to have it paid automatically when I received my invoices. It was a ten year term. When the term ended the payment quadruple and I had not authorized the new amount and or agreed to new amount. In fact I had called to see what my options were before term ended and when I received the higher price I chose not to renew. I was not informed I had to cancel in writing or my policy would continue to be invoiced. After realizing my wife had been paying a policy that the original term had ended i immediately called to stop and receive a refund and cancelled. Yet I was not refunded the 4 payments my wife made and I continue to receive unwanted invoices.
  Thank you.

  Business Response

  Date: 06/24/2024

  Thank you for giving
  us the opportunity to review this matter for Mr. *******.  We have reviewed the file and will be
  responding directly to the consumer regarding the life insurance coverage. 

• Initial Complaint

  Date:11/29/2023

  Type:Billing 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 term policy with Banner Life had expired and I filed paper work with their company to terminate the policy. They withdrew $117.47 from by bank account on 9/12/23 after the policy should have been terminated. I want a refund from them for the full amount $117.47.
  
  They have been difficult to deal with. When I called Banner Life to terminate my policy their agent told me to sign and date the top of two forms and not to sign on the designated signature lines because the text above these lines was not applicable to my situation. The agent also told me that no further withdrawals from my bank account would occur. I followed the instructions and sent the forms to Banner Life.
  
  I keep getting email messages that only one form has been received so I resent the two forms three times. Today I received an email saying that I didn't send the forms.
  
  This has been going on since September 2023. It is now November 28, 2023. I want my money refunded and I do not want any more contact with this company.

  Business Response

  Date: 12/29/2023

  ******* ****** 

• Initial Complaint

  Date:07/18/2023

  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.

  Received letter re: payments due for $6,231.05 for *** ****** - see letter via Jpeg attached - looks like a potential fraud / Phishing letter - how did this company get my address - needs further review and legal action also look into *************************** - have no idea who *** ****** is not anyone in my family - want correction in writing to my address or will proceed with legal action within 14 working days from 7/17/2023 -

  Business Response

  Date: 08/03/2023

  A response has been mailed to ********** ****** to the address provided.  

• Initial Complaint

  Date:07/10/2023

  Type:Order 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.

  On or about April 21, 2022 I finalized a Life Insurance policy through ***** Life, which was sold/place with Banner Life Insurance of *********, ********. For the next 14 months, they automatically withdrew policy payments per the agreed-upon payment ************ June 12, 2023 they sent me notice that they were unilaterally rescinding my policy because of a material change in my health that they were not notified about. This was an error on their part, misinterpreting the private notes made by my GP doctor, and I was very upset by the way they just cancelled me without any interactions at all. Included in the letter was an explanation of the reason, and a check and "If you negotiate the check: 1) You are agreeing the policy is rescinded..."I asked my doctor to submit a response letter pointing out the error, which she did on June 15th. I received and acknowledgement from ***** ***** *********************************** on the 16th, and NOTHING since.Having no choice but to assume that Banner Life was going to ignore the truth, and needing to ensure my Life Insurance was in effect, I finally gave up and deposited the check on July 5th, and started applying elsewhere. The check cleared the next day. Today, someone has placed a hold on my checking account for the entire check amount, meaning that not only is Banner Life not honoring my policy, not only are they not responding to my communications, they are also not standing by their own decision to rescind my policy and refund the premiums.THIS IS FRAUD.

  Business Response

  Date: 07/25/2023

  Good Afternoon, 

  Today (7/25/2023) my department received a letter from BBB dated 07/12/2023 requesting a review of the life insurance application for Mr. ************* This letter was received via **** and stamped as received on 07/19/2023 from our mailroom.  A review of our records found no electronic notification for this inquiry.  Unfortunately, by the time this letter reached the correct department the 7-calendar day response time frame had expired.  At this time, we would like to request an extension in order for us to properly research and provide a completed response.  Thank you for giving us an opportunity to review this matter.  

  Legal & General America

   

  Customer Answer

  Date: 07/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, while that response has obviously NOTHING to do with resolving the complaint, they have subsequently issued (and allow to clear this time!) a replacement check. This check was deposited to my bank account on 7/20
  
  I find it typical that they completely failed to respond to the BBB letter in a timely manner, that's literally what I'm complaining about. Whoever is handling things on their end needs some remedial education on processing things in a timely manner. 
  
  Sincerely,
  
  **** ******