Business Profile

Insurance Companies

Mutual of Omaha

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 Complaint

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:04/09/2025
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.
see attached
my insurance co refused to help me cancel
Business Response
Date: 04/14/2025
Complete Response Your April 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 Mutual of Omaha Insurance Company.
We have sent a letter of explanation to *** ******, please allow mailing time to
Initial Complaint
Date:04/05/2025
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 am supposed to pay $69.40 a month for my Whole Life policy. Payment was taken from my account twice in August 2024 (8/9 and 8/21) then again payment was taken twice in March 2025 (3/18 and 3/26). Then they took the normal payment for April on 4/4. I can't afford to be paying $69.40 every 8-9 days.

It looks like the 8/21/24 was a payment they took too early for September so I'll accept that as they didn't take any money in September.
Business Response
Date: 04/14/2025
Complete Response
we will send a letter by mail
Initial Complaint
Date:03/21/2025
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 am filling a claim on behalf of my 90 year old father ***** * ****** and my 92-year-old mother **** * ****** who was taken advantage of by Mutual of Omaha. Policy number *********, ********* and *********. Dad’s dob is ********* and Mom’s dob is ********** They had my father‘s checking account for more than 10 years. My father got a mail order for life insurance through Mutual of Omaha.. The life insurance was for $2000 for him for $34 a month. When I called them they had told me this policy was for 100 year an ongoing policy that came through the mail.. they have been taking $34 from my father for 10 years.. The policy was only for $2000. I asked them if my mother had a policy and they told me no. when I went to my father‘s bank with my father and mother to see if there were any other charges being taken out from Mutual of Omaha. I found out that they were taking $49 and some change for my mother. She had two accounts when they told me that she had no policy. those two accounts both were for $2000 a piece they have taken advantage of elderly people for a total of $6000 of coverage, Mutual of Omaha received about $20,000 from my parent for a total of $6000.00. I canceled both the policies and they are giving me back a total of.$2,689.
Business Response
Date: 03/27/2025
Please see attachedYour March 21, 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 *** *** **** ******* Please allow time for mailing and receipt
of our letter of explanation regarding the inquiry.
Customer Answer
Date: 04/25/2025
I am responding to the phone call we had. I am not pleased with the decision that came from Mutual of Omaha. They are taking advantage of elderly people. I would like for them to at least pay my parents back the full amount of the policy that is due to them which is $6000. $2000 for my father and $4000 for my mother. They have stolen at least.$20,000 from my parents and I am not done with Mutual of Omaha. I am going elsewhere. This is very disheartening and I hope you put a bad review on your website for Mutual Omaha. This is like a case, that states the old phrase. (“you can’t fight City Hall.”) My father is blind, and my parents are very old in their 90s.
Thank you for listening,
Initial Complaint
Date:03/10/2025
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.
suppose to bill me 36/month on 5,000 policy
Business Response
Date: 03/17/2025
Complaint Case #: ********
Consumer: ******* ******

Dear Ms. *****:

Your March 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 issued a response directly to Mr. ****** regarding his policy. Please allow 7-10 days for
mailing time and receipt.

Sincerely,

******** ******
Regulatory Issues Analyst
Compliance and Ethics
Initial Complaint
Date:03/03/2025
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 was sold a Whole life policy under false pretense. I was suppose to have UIL policy, the attachment will show that *** ******** sent me a text confirming that my UIL policy was approve, not a whole life policy, Ive contacted customer service several times and they keep pushing back the date until the continue their investigation. It has been over a month and they keep giving me the run around,
Business Response
Date: 03/06/2025
SEE our March 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 issued a response directly to *** ***** regarding her inquiry. Please allow time for mailing
and receipt of our letter of explanation regarding the inquiry.
Customer Answer
Date: 03/06/2025

Complaint: ********

I am rejecting this response because: I will not be satisfied unless I receive my full refund for the months that’s were paid. $119.23 x7 months. I understand that you covered me under a Whole Life policy but that is not the policy that I signed up for.

Sincerely,

******* *****
Initial Complaint
Date:01/24/2025
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.
For the last two years I went to ************ ********** *** imaging at *** * ********** ** **** ** ***** to get imagine service a couple of times. Last time I went there they asked to pay a balance of $360.52 before I can get the next service. They told me my medicare supplement provider mutual of Omaha insurance company never paid a penny for the services I had taken. So far I have not paid the balance they have asked for. I wonder why my secondary insurance has not covered any of the cost. This situation now does have impact on my access to the following services.
Business Response
Date: 01/30/2025
see attached
Your January 24, 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 issued a response directly to *** *** regarding her concerns. Please allow time for mailing
and receipt of our letter of explanation regarding the inquiry.
Initial Complaint
Date:01/08/2025
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 started mutual omaha i marh 03 2024 i recently discovered it is not what i was told i canceled and would like a partial refund i was told no refund but paper works says im intitled to a surrender value
Business Response
Date: 01/13/2025
Complete Response
Customer Answer
Date: 01/13/2025

Complaint: ********

I am rejecting this response because: I have not received letter or refund of my money and if I accept I'm saying I'm satisfied when I have not received anything

Sincerely,

****** *******
Business Response
Date: 01/14/2025
Complete Response
Initial Complaint
Date:12/16/2024
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 insurance money from my Deceased father the money was sent via check in the MAIL ,the check was fraudulently cashed usen my identity,i did everything on my end what was spose to be done made police report everything ,now no ones answering my calls let alone they were treating this az if i had something to do with this so they were not ANY help taking care of this matter VERY UNPROFESSIONAL!!!
Business Response
Date: 12/17/2024
complete Response
Initial Complaint
Date:12/09/2024
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.
My aunt passed away last week unfortunately, and she was 92 years old. My aunt had a policy with Mutual of Omaha since 2006. She wanted to make sure when she passed, her policy would cover her funeral. I talked to several representatives at Mutual of Omaha, the first explained that 7,000 minus a loan will be paid. A few days later, I received a call indicated her death was due to an accident. I called back Mutual of Omaha, and the representative indicated she didn't have accidental, if she did would send an additional 7,000. So, I went to her home and found the policy and saw that she did. I called back, the representative first said, it wasn't on her policy, then I read it, and she said, you are correct, there is additional 7,000 to be sent. ,
Then she came back on the line and said, no they wouldn't pay additional 7,000.

I talked to several representatives including the claims department, who refused to take responsibility for telling me would send additional 7,000, but change their mind indicated a clause in the policy, which they cannot provide. I am seeking 7,000 for accidental death of my aunt. I requested to speak with the CEO and they refuse to provide email and phone number are anyone else that assist
Business Response
Date: 12/10/2024
SEE ATTACHED
Your December 10, 2024, inquiry was received in our office and referred to my attention for review
and response. I appreciate the opportunity to respond on behalf of Mutual of Omaha Insurance
Company, NAIC *******
*** ******* did not provide any policy details on her aunt’s policy. We would need a
policy number, name, id card or SSN.s. Once we receive this information, we would be able
to address her concerns with Mutual of Omaha Insurance Company, However, without
additional policy details/documentation, we are unable to take any further action at this time.
Business Response
Date: 12/13/2024
We have searched our data for the insured using the information provided and are still unable to locate a policy for ******* *****. The policy number provided is not a Mutual of Omaha policy number. If the consumer has any correspondence from our company, please provide a copy.
Thank you
Business Response
Date: 01/08/2025
See attachedYour January 2, 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 Insurance Company.
We have issued a response directly to *** *******. Please allow time for mailing and receipt of our
letter of explanation regarding the inquiry.
Customer Answer
Date: 01/08/2025

Complaint: 22660953

I am rejecting this response because: Mutual Of Omaha is still refusing to communicate with me on my claim and follow through. A respond indicating that they are sending a letter is not acceptable and they are avoiding my customer rights The company agreed to review the recordings from the phone conversations three weeks ago as of today, they are still refusing to investigate and send payment of the policy to me immediately. The company is avoiding responsibility and indicating sending me a letter is to avoid the Better Business Bureau to see the answer to my complaint. I am requesting Mutual of Omaha to make hold and send me the 7,000 dollars that my aunt paid on her policy since 2006 for accidental and I already received 3400 for life insurance policy.

Sincerely,

Janice Chatham
Initial Complaint
Date:12/08/2024
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.
Regarding my long-term care insurance there are critical aspects that were misrepresented or not disclosed causing me to lose confidence and trust in the company’s ability to support me, as I grow older and need to rely on this policy. I am requesting a full refund of the premiums paid.
I was explicitly told, in writing, that I could use the policy “tomorrow if I wanted to.” This led me to believe that there were no significant delays or conditions to accessing benefits. I learned that the elimination period requires me to pay all care costs out-of-pocket before benefits begin. This significant condition was not properly disclosed.
I purchased this policy largely due to the advertised international coverage butI l discovered several major limitations:
I must still satisfy the elimination period, which imposes a significant financial burden, since Medicare cannot assist with care expenses. outside of the US.
The waiver of premium does not apply internationally..
Stay-at-home services are only available when care coordination services are used, yet these services are not available internationally.
It is unclear whether medical and care providers must be licensed only in the U.S. or if licensing in the country of care is acceptable. In conversations with your customer service team, I was given contradictory and misleading information. My questions were not properly answered. There is a lack of transparency about Licensing Requirements. These ambiguities creates uncertainty about the usability and value of the international benefits.
I added the nonforfeiture ride believing it would allow me to retain significant benefits. I learned that the policy must still be in full force at the time of claim for me to access the full benefits. This condition undermines the value of the nonforfeiture rider, The policy’s significant limitations and the administrative burden of navigating its conditions have rendered it unsuitable for my needs. I want a full refund.
Business Response
Date: 01/02/2025
Please see attached.Your December 23, 2024 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.
Please note, this is our first time seeing this inquiry.
We have issued a response directly to *** ***** regarding her inquiry. Please allow time for mailing
and receipt of our letter of explanation regarding the inquiry
Business Response
Date: 01/13/2025
Please confirm the mailing address for this individual
Thank you

Customer Answer
Date: 01/14/2025
As of today, I have not received any communication from Mutual of Omaha—whether by email, phone, or postal mail—despite their response to the Better Business Bureau (BBB) indicating they have communicated directly with me. This statement is inaccurate, as I have not been contacted in any form.
Upon reviewing past BBB complaints against Mutual of Omaha, I observed a recurring pattern of unresolved issues. The company's standard response often suggests that the complainant has already been contacted directly. However, this is not the case for me, and I am skeptical that this claim accurately reflects the experiences of other complainants. Multiple individuals have reported that, despite Mutual of Omaha's assurances to the BBB, their issues have remained unresolved for months—sometimes even a year.
To date, Mutual of Omaha has made no effort to reach out to me. This lack of response suggests a disregard for my complaint and an unwillingness to address the matter. Based on this experience, Mutual of Omaha is not a company I can trust with my wellbeing. Therefore, I am requesting a full refund of my money.

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