Complaints
This profile includes complaints for Mutual of Omaha's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 216 total complaints in the last 3 years.
- 69 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:06/30/2025
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.
In December 2024 I filed on behalf of my aunt on a long term care policy she has. As of today June 30th she has received nothing but the runaround. Everytime they say it’s going to pay when I call two weeks later they find something new that is missing. It’s not right to people who get this policy and it never pays. They said they mailed a letter on June 8th and I have never received it
Business Response
Date: 07/09/2025
Complete Response The June 30, 2025, email was received and referred to me for my review and response. I would like
to thank you for the opportunity to respond on behalf of United of Omaha Life Insurance Company.
We have sent a letter of explanation to *** *****, please allow mailing time to receive
our letter of explanation.Customer Answer
Date: 07/09/2025
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:06/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My mother & I were sold a 20 yr term policy from Mutual of Omaha (MOO) that we thought was a whole life policy * ********* with a monthly rate of $578/mth 22 years ago. We paid it religiously. At the end of the 20th year we received a notice that rates went up to $6,850/mth! A rate sheet enclosed showed that this rate would increase each year thereafter (over $18,000 a year!)! I called MOO & they explained that we had "missed" the conversion date? We didn't even know that existed! Now mom would have to qualify for a brand new policy But she didn't qualify due to her Age, medical & tobacco history. Why didn't Mutual of Omaha offer us a conversion policy? Why weren't we told all of this ahead of time? Mutual of Omaha could have sent something to us in the mail at least. The Mutual of Omaha representative told us that they can't keep agents for very long in her area? Doesn't MOO still have a responsibility to the people who were sold policies when the sales person leaves? Especially when they keep collecting premiums monthly on that policy? Presently, my mom has sold most of her properties to pay this outrageous premium! She called us last week & when we got together with her she said that she couldn't live with us losing everything that she had worked so long for so she plans to End h
Her Life in the next 3 mths!!! Help me! We r now paying $7,660mth! & in October it will go up to almost $9000/mth! Please, Mutual of Omaha, be fair & give her a reasonable premium! Your life insurance policy was sold to her to give her " Peace of mind" but has become the complete opposite! A total nightmare! We have paid over $189,000 since the "New" premium two years ago was put in place, on top of the 20 yrs of premiums we had already paid. This is a nightmare for her! Please be reasonable & fair! Reimburse & offer to her what others are offered in better covered areas! I want to keep my mom with us as long as possible! Respectfully, daughter of the insured.Business Response
Date: 06/23/2025
complete Response The June 17, 2025, follow up email was received and referred to me for my review and response. I would like to thank you for the opportunity to respond on behalf of United of Omaha Life Insurance Company.
We have sent a letter of explanation to *** ********* please allow mailing time to receive our letter of explanation.Business Response
Date: 06/26/2025
Complaint Case #: ********
Consumer: ***** ********
Dear *** *****:
The June 24, 2025, follow up email was received and referred to me for my review and response. I
would like to thank you for the opportunity to respond on behalf of United of Omaha Life Insurance
Company.
We have sent a letter of explanation to *** ********, please allow mailing time to
receive our additional letter of explanation.
Sincerely,
***** ******
Regulatory Issues Analyst
Compliance and EthicsCustomer Answer
Date: 07/01/2025
Complaint: ********I am rejecting this because there was no attempt at resolution from Mutual of Omaha. The the letter sent to us simply outlined the policy. It did not address my complaint or the common theme with Mutual of Omaha complaints, which is that when their policy was sold to us we were under the impression from the agent that it was a whole life policy. Huge! There was no mention of increasing rates or having to convert the policy before 75 years of age! So POLICY BUYERS BEWARE! Read everything! & don't trust what their agents tell you! They are not the least bit concerned about what is happening to me or my family.***** ********Initial Complaint
Date:06/09/2025
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 filed a long term care claim in November 2024. Submitted all paperwork in January 2025. Have been approved at least twice for payment but have never received anything but the runaround. Invoices are missing. Today it is an absence verification from the nursing home every month since June of last year. That’s a new one. I really can’t believe it’s this hard to receive payment after almost 7 months. Very frustratingBusiness Response
Date: 06/18/2025
Complete ResponseInitial Complaint
Date:06/08/2025
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 an insurance policy for $500,000 through my company for myself and I was a little bit late on the payment and I spoke with customer service Representative who advised me that I could not make a payment online or on the phone and they only way I can make a payment was to send a payment in the mail.
Your customer service representative advised me that my policy would not lapse as long as I made this payment and I made the payment and then a couple months later I got a check in the mail for a reimbursement of my payment and I've never received any notification whether the policy is still in good standing or if it's canceled which is what I am assuming.
I am very unhappy. I am a military veteran and I served my country proudly and I'm a retired army veteran and I needed this insurance policy and I'm very frustrated that you canceled my policy without notifying me. After your customer service representative told me the policy would not lapse. So as long as I send in the payment I'm going to send it in immediately as per her directions
My phone number is ************, I will also be filing an insurance complaint as well because I feel like I was treated unfairly and this is a policy that is very important to me
I was very happy to be a client of mutual of Omaha, but I am very frustrated that you failed to communicate with me about my policy being canceled and I still haven't received any official names? For my last payment, I'm assuming you canceled my policy which is against your policies because your customer service representative advise me if policy would not laugh.Business Response
Date: 06/12/2025
Please see attachedYour June 9, 2025 email was received and referred to me for my review and response. I would like to
thank you for the opportunity to respond on behalf of United of Omaha.
We have issued a response directly to *** ****** PleaseCustomer Answer
Date: 06/12/2025
Complaint: ********
I am rejecting this response because: I have not received any correspondence from them or update on my status.
Sincerely,
****** *****Business Response
Date: 06/12/2025
Roberta, the letter is just leaving our office. As stated in my response to you we advised to allow time for mailing.Initial Complaint
Date:06/03/2025
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 cancelled my life insurance through mutual Omaha due to personal reasons. I was told that I received cash back value over time when I made payments on the policy. This was cancelled May 1st, I was told it could take 7-14 business days for them to send me my check. It is now June 3rd and has been well over 14 days. I would’ve appreciated a tracking number via email to know that it was still coming in the mail but I am Highly upset with the department and how they’re going about this. I want my check even if it has to be wired to my back account. I refuse to go another week without getting what I had contributed over the years!Business Response
Date: 06/09/2025
Complete Response The June 4, 2025, email was received and referred to me for my review and response. I would like to thank you for the opportunity to respond on behalf of United of Omaha Life Insurance Company.
We have sent a letter of explanation to *** ******, please allow mailing time to receive our letter of explanation.
Sincerely,Business Response
Date: 06/12/2025
Complete Response The June 10, 2025, email was received and referred to me for my review and response. I would like to thank you for the opportunity to respond on behalf of United of Omaha Life Insurance Company.
We have called and clarified with *** ****** her inquiry has been resolved. She has returned our telephone call and confirmed she has received everything she requested.Customer Answer
Date: 06/12/2025
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:05/29/2025
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 filed a claim and gave them a new direct deposit form with a new account number. Instead of them placing it in the correct account they placed it in a previous account which I no longer use and did nothing to correct it and had the nerve to tell me that for future claims it will be in the correct accountCustomer Answer
Date: 05/30/2025
i did receive a call from them stating they were still working on it. So i will give it about a week.Initial Complaint
Date:05/19/2025
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.
As of early May, a request for a loan against my Whole Life Ins. Due to an immediate medical need and my being off work is the reason for the request.
As of May 7th all forms were sent back, I have still not received the FundsBusiness Response
Date: 05/21/2025
Complete Response
we will reach out to the consumer by letter
Customer Answer
Date: 05/22/2025
Complaint: ********
I am rejecting this response because: i did not receive a call from the company in an effort to rectify the issue. But a form letter indicating to me to resubmit my request. The letter was dated May 13th, but received May 22nd. I am having a minor surgery on the 23rd. I was going to use the funds to medication co-pays. I am sure they receive more funds from many but 400.00 a month is much for me. And it is automatically withdrawn from my checking acct. Why would they not try to expedite the process. I will resend the form, but I asked you not to close my complaint.
Sincerely,
***** ****Business Response
Date: 05/29/2025
Complete Response you will be contacted by letterInitial Complaint
Date:05/02/2025
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’m trying to get in touch with Mutual of Omaha regarding a death benefit for my husband. It’s been 7 weeks. Their website indicates it is much sooner. The employer has reached out, it’s always “in progress “. As the beneficiary I have been unable to speak with anyone. It always disconnects.Business Response
Date: 05/05/2025
Complete Response The May 5, 2025, email was received and referred to me for my review and response. I would like to thank you for the opportunity to respond on behalf of United of Omaha Life Insurance Company.
We have reviewed the details of your inquiry.
If Ms. ****** has a specific complaint regarding a policy with Mutual of Omaha Insurance Company, we would be happy to review further. However, without additional policy details/documentation, we are unable to take any further action at this time.Business Response
Date: 05/07/2025
********* **** ** ********
********* ***** ******
Dear Ms. ******
The May 6, 2025, follow up email was received and referred to me for my review and response. I
would like to thank you for the opportunity to respond on behalf of United of Omaha Life Insurance
Company.
We have sent a letter of explanation to Ms. ******, please allow mailing time to
receive our letter of explanation.
Sincerely,
***** ******
********** ****** *******
********** *** ******Customer Answer
Date: 05/09/2025
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:05/02/2025
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.
So I was put on shirt short-term disability in March and I filled out all my paperwork for them. And they're violating the HIPAA law in California because they're saying they're in another state when I originally applied for this at work it said if for doctor's appointment for medical leave short-term disability and they're giving me the Royal runarounds and keep asking for more of my personal information this needs to stop if they do stuff in California they need to abide by The Hip a lot had our known all this I would have just stay with *******. This is not right and I want something done. It's like pulling teeth with these people they keep asking for more personal informationBusiness Response
Date: 05/15/2025
Complete Response Your May 13, 2025, email was received and referred to me for my review and response. I would like to thank you for the opportunity to respond on behalf of United of Omaha Life Insurance Company.
We have sent a letter of explanation to *** ******* *******, please allow mailing time to receive our additional letter of explanatiCustomer Answer
Date: 05/21/2025
Received this today and it's a blatant lie I did go ahead and give them my records and I even sent over a note that showed it said deeply depressed so they're just playing games. So frustrated with themInitial Complaint
Date:04/15/2025
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 had a 100,000 whole life policy with this company. It accrued cash value.I downsized the policy in August of last year to 25,000. They are refusing to give me the money this policy earned, which I was told is a surrender charge. They invented a clause that prevents them from paying up. I am elderly, and they think I have dementia and don't know any better.I know they are thieves. It was costly, paying 298 monthly for this policy. Cant trust insurance companies. They are all about fattening their wallets with commissions and ripping off the consumer in the long run. To this company I say, give me back the cash value my policy earned.It was my money that paid for it.
Stop with an excuse to keep it.Business Response
Date: 04/16/2025
Please see attachedYour April 16, 2025, email was received and referred to me for my review and response. I would like to thank you for the opportunity to respond on behalf of Mutual of Omaha Insurance Company.
We have thoroughly researched our records and are unable to locate a policy or application for ****** ** ******** as the owner or insured, with our Company.
Please have *** ******** provide us with a policy number so that we are able to address her concerns.
Sincerely,
******** ******Business Response
Date: 05/05/2025
See attachedYour April 29, 2025 email was received and referred to me for my review and response. I would like to thank you for the opportunity to respond on behalf of United of Omaha Life Insurance Company.
We have issued a response directly to *** ******** regarding her concerns. Please allow time for mailing and receipt of our letter of explanation regarding the inquiry.
Sincerely,
******** ******Customer Answer
Date: 05/06/2025
I want to thank BBB for your assistance. I have had enough dealing with United of Omaha, I have dealt with this for a year, I proceeded.
and canceled the downgraded policy and went with a another company. If my cash value meant more to them than keeping me as a satisfied customer
I needed to go elsewhere. That is what I did. Thank you so much for everything, Please forward this email to them.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.