Complaints

This profile includes complaints for Mutual of Omaha's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Mutual of Omaha

  Dodge @ 33rd St Omaha, NE 68175

  
• 

  Mutual of Omaha

  6940 O Street Suite 334 Lincoln, NE 68510

  
• 

  Mutual of Omaha

  2649 South Road, Suite 200 Poughkeepsie, NY 12601

• 

  Mutual Of Omaha

  100 broadway 17 floor new york, NY 10005

• 

  Mutual Of Omaha

  901 Wilshire Drive Troy, MI 48084

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:02/27/2023

  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 am Power of Attorney for Theodore ***** who has a disability policy with Mutual of Omaha, **** ************* There was an issue with unpaid benefits, which was partially resolved. Mutual of Omaha's representative, Kristie ******, worked with us to get the payments caught up but charged an overpayment of roughly $******. I have asked for EOB's and statements showing the overpayment calculations on several occasions. Kristie initially said she would get them to me and when I followed up on December 22, 2022, she said she was working on getting them to me. Since then I have called and emailed Kristie but she is refusing to respond and has not provided the requested documents. I also asked her a question about the W-9 that was issued to Ted but she has completely ignored that request. I just want to get the promised statements and an answer to the W-9 question.

  Customer Answer

  Date: 03/07/2023

  
  
  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,
  
  
  
  Patrick ******

• Initial Complaint

  Date:02/13/2023

  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.

  RE: Member ID ************
  
  After my enrollment ended on 1.31.23, I asked to be reinstated to Mutual of Omaha Rx Plan effective 2.1.23 with application #****************. Yet, *** has not approved enrollment with Mutual of Omaha Rx Plan Part D with effective 2.1.23 at this time.
  
  On 2.5.23, I submitted a 2nd application to Mutual of Omaha Rx plan because I qualified under special circumstances for enrollment because I requested Medicare information in an accessible format for disability reasons. I got less time to make my decision. Application confirmation #************. When I contacted Mutual of Omaha Rx plan on 2.13.23 to inquire about my status, I was informed that my application was terminated because M.O.O.
  Rx representatives were not able to reach me by phone or mail.
  
  However, I never received any messages via phone or mail from Mutual of Omaha Rx plan except Erin at Mutual of Omaha Rx Plan when we discussed *** must approved backdating coverage to 2.1.23.
  Hence, Medicare resubmitted a 3rd application on my behalf because I qualify for special enrollment because I requested Medicare information in an accessible format for disability reasons. I got less time to make my decision. Application confirmation number is #************ with effective date of 3.1.23.
  
  Mutual of Omaha Rx plan accepted my premium per my ***** bank account and I would appreciate a new enrollment card effective 3.1.23 unless *** approves an effective date of 2.1.23.

  Customer Answer

  Date: 02/24/2023

  On 1.22.23 I placed 1st application with Mutual of Omaha Rx Plan via Mutual of Omaha Rx Plan's website and I was supplied with confirmation number of ****************. I provided the Special Enrollment Period Reason:  "I requested Medicare information in an accessible format for disabled with *********.  I got less time to make my decision, or I didn't get it in time to make a choice before my enrollment period ended."  

  On 2.5.23 I received a phone call from Anna, Mutual of Omaha Rx Plan, that my application terminated because I was enrolled with ***** ****** Rx Plan.  I asked Anna why my application on 1.22.23 was not processed with effective date of 2.1.23 so that I would automatically be disenrolled from ***** with effective date of 2.1.23.  Anna asked me to contact ***** about disenrolling me with an effective date of 2.1.23.  Then, Mutual of Omaha Rx Plan would reinstate me with effective date of 2.1.23.  
  

  Later, it was stated by Tracy (2.13.23, 2.15.23), Jeanette (2.17.23), Priscilla (2.22.23) from Mutual of Omaha Rx Plan and Toni (2.23.23) that I did not have special enrollment period reason to change plans and my applications on 1.22.23, 2.5.23 and 2.13.23 were terminated.  My Part D Rx applications were terminated until I filed a complaint on Medicare's website  (2.23.23).    
  

  Legally, Mutual of Omaha Rx Plan did not have a valid reason to terminate any of the Part D Rx applications including 1st application (#****************).  An invalid reason for special enrollment period misrepresents the facts.  As stated by Medicare's representative (2.13.23) and on Medicare's website that you are eligible for special enrollment period if Medicare information is in inaccessible format.  I got less time to make my decision, or I didn't get it in time to make a choice before my enrollment period ended (see attachment).
  

  Hence, I request that 1st application (confirmation #****************)  with effective date of 2.1.23 be processed.  I would like coverage reinstated with effective date of 2.1.23 by Mutual of Omaha Rx Plan that will automatically disenroll me from ***** Plan effective 2.1.23.  Also, I paid premiums for January and February 2023 for $***** for each month.  Anothe complaint was filed on Medicare's website about effective date of 2.1.23 with Mutual of Omaha Rx Plan.
  

  
  

• Initial Complaint

  Date:02/13/2023

  Type:Product 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 Friday 9, 2023, I contacted Mutual of Omaha about the Long Term Care Payment. I asked if I could pay by debit card as the payment didn't go through. I was told I couldn't pay with a debit/credit card and I would have to submit a new check as they will not re-submit the check. On Monday February 13, 2023, Mutual of Omaha resubmitted the payment, which caused my account to have a return check fee on my account. When I spoke with Mutual of Omaha on February 13, 2023. The company claim the check was not re-deposited. I informed the company I spoke with my bank and they confirmed Mutual of Omaha re-deposited my check. I would like my money returned.

  

  Business Response

  Date: 02/27/2023

  Complete response was provided in a direct email to you on Febr 23, 2023 as well as I was not able access this link, in order to provide a timely response  

  Customer Answer

  Date: 02/27/2023

  
  
  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,
  
  
  
  Melissa ******

• Initial Complaint

  Date:02/11/2023

  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.

  I called to cancel my policy with Mutual of Omaha in October of 2022. I found out that they didn't cancel my 2 policies so I called them again because they took money out of my bank account. I complained and told them to cancel the policies again. They did not refund my money. Now I just found out that they did not cancel my policies and are still taking money out of my bank account. They owe me a refund going back to October 2022 and cancel the policies.

• Initial Complaint

  Date:02/03/2023

  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 husband, Jason ********, was injured at work a little over a year ago. He has been on long-term disability through Mutual of Omaha since the Spring of 2022. The person who is handling the account is Christina *******. *** ** *** ***** ** ************* **** ** **** ** ******** ********* *** ********* ** **** ********* ****** ** ***** *****. I have tried to reach her for the past month to no avail. And this month when my husband's disability comes in it is $*** LESS than it has been, or it should be! Again, I have called and emailed Christina to get an answer about what is happening with my husband's disability. WE RELY ON HIS MONTHLY DISABILITY! Now, I am struggling to make arrangements for payments because we did not get the whole amount. This looks bad on the whole company, Mutual of Omaha. Christina ******* is a representative of theirs and when she cannot take the time to answer questions or apprise us of the account status, then she is not doing her job correctly. ** *** ** ***** **** ** ***** ****** *** **** ** ****** ** ***** *** ***** ****** **** *** ** ***** *** ******* * **** **********. I tried to contact someone, anyone, at Mutual of Omaha to report this directly to them but was unable to find a usable number.

• Initial Complaint

  Date:02/01/2023

  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.

  THY * ******
  has been billing my Mutual Of Omaha dental insurance and they are forwarding me their
  EXPLATION OF BENIEFITS with multiple charges of PROCEDURES
  from which I have never had
  I wonder what else he has and is my personal information compromised
  I have contacted Mutual of Omaha multiple times and they are not co operating with me
  thank you

  

  Business Response

  Date: 02/20/2023

  complete Response
  *** **************** BBB Response ****** February 20 2023****

  Customer Answer

  Date: 02/21/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  We have not received anything from them, I would like some type of acknowledgement this is taken care of. Similarly of the same type of statement saying we are not responsible or accident or something to disendower this transaction.
  
  I would like to keep this open until then send us documents
  
  *** **** **** **** *** ** **** ** **** ** ** ** *** ***** ** *** **** 
  
  I would like to contact you when and if they send something
  
  
  
  thank you

  Customer Answer

  Date: 03/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  
  There was and is no response from them,,,  We need some type of explanation and statement that we are not responsible for these FRAUD Charges, AND that our dis-information is severed from their fraud billing

  Since they must think this is a joke, we are thinking about civil Representation as this is the start of fraud 

  remember they ghosted you as well, how does that feel 

  Sincerely,

  
  Diane ******

• Initial Complaint

  Date:01/31/2023

  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.

  I am currently waiting on the status of my Long Term Care disability insurance with Mutual of Omaha. They were delaying the processing of my claim. They don't even communicate with me so I can help gather information they need to process the claim. They don't return calls or email. I have been without any income since November of last year and we hardly have any food during the holidays. Please help us.

  

  Business Response

  Date: 02/10/2023

  Ms. *****,
  
  In reply to your 2/1/23 inquiry, please find the attached response. Thank you
  *** **************** ***** ** *** * *************

• Initial Complaint

  Date:10/21/2022

  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.

  Multiple attempts have been made with Mutual of Omaha Mortgage to obtain a payoff statement for reverse mortgage on my home that is to be sold to ********. First, they took 2 days to even find my account number. Then they said the request for payoff was received from my title company on October 13, 2022. After not receiving the needed info to sell, they say the 2 times the request that was sent by my title company were never received by Mutual of Omaha even though I was e-mailed a confirmation of receipt of request from Mutual of Omaha Mortgage. The date of closing has past now and still no payoff information has been received by the title company. This delay and refusal to cooperate by Mutual of Omaha Mortgage has caused a possibly insurmountable problem. I just want Mutual of Omaha Mortgage to deliver my payoff form to the title company. Title company contact is: Aisha ********. E-mail: ***************************** Phone: ************ Please help me obtain the needed information. Thank you. Paula ******