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:05/28/2024
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.
We took out an insurance policy of $325,000 for my wife, ****** ******, through Mutual of Omaha. We later found out the death benefit for the policy was only $150,000 until the age of 105. At that point, the death benefit increased incrementally until age 120 when the death benefit would finally reach $325,000. We believe our agent did not disclose this to us and misrepresented Mutual of Omaha. We cancelled ******** policy and requested a full refund based on these facts. We finally received her last payment made which was cancelled during our discussions, but Mutual of Omaha refuses to refund all payments made. In fact, they have billed us for a 12-month payment for the next 12 months. Please see attached documentation. We hope you can help us resolve this issue. In addition, Mutual of Omaha should not be allowed to lead potential policy holders in this way. It is deceiving and misrepresenting. No one would ever live to age 120 to receive the full benefit. HELP!!
Business Response
Date: 05/30/2024
Please see attachedYour May 28, 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 United of Omaha Life Insurance Company.
We have issued a response directly to Mrs. Kimiko regarding her benefits. Please allow 7-10 business
days for mailing and receipt of our letter of explanation regarding the inquiry.
Customer Answer
Date: 06/14/2024
I did receive a letter from Mutual of Omaha in response to my complaint. I am not in agreement, but I also know there is nothing more I can do about the situation.
I don't believe it should be legal for an insurance company like Mutual of Omaha to offer insurance death benefits that are misleading and deceptive. How can they offer a $325,000 insurance policy with a death benefit of $150,000 until the age of 106 years old then incremental growth up to $325,000 only at 120 years of age. Very few individuals live to be 106 lest alone 120. This plan makes my monthly payment way too high. It is deceptive and should be illegal.
Shame on Mutual of Omaha!
****** * ******* ******
******************
###-###-####
Initial Complaint
Date:05/26/2024
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.
Haven’t received any further paperwork required to receive my Pension.
Business Response
Date: 06/04/2024
Complete Response
Complaint Case #: ********
Consumer: ***** *********

Dear *** ******

Your May 28, 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.

*** ********* called in to receive a Request for Pension Illustration form on 2/6/2024. That form
was sent to her via regular mail on 2/6/2024. Her completed form was postmarked 2/14/2024 and
received in our area on 2/24/2024. *** ********* called in to confirm hire and termination dates on
Request for Pension Illustration form on 3/4/2024. We mailed completed calculations and required
forms to *** ********* on 5/22/2024. Corrected calculations were emailed to *** ********* on
5/29/2024.

Sincerely,

***** ******
Regulatory Issues Analyst
Compliance and Ethics
Initial Complaint
Date:05/16/2024
Type:Order 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.
Hello,
I have been working with Mutual of Omaha for months to release funds for my short-term disability claims that dates back to July 2023-October 2023. The company denied my disability claims and did not attempt to contact all of the medical providers that were listed and provided multiple times in the paperwork and forms submitted. The medical providers claimed they attempted multiple times to provide the information to the insurance company on calls in addition to paperwork submitted and the insurance company had no communication on their end of those calls on at least two attempted phone calls.

The insurance company has been giving me as well as my medical providers the runaround and requesting multiple times for the same information and repeat forms and information to be provided. I am not a medical provider but have provided the information requested before and made multiple attempts to communicate to them and they keep causing trauma and dragging this out without justifying why my claims have been denied.

I have appealed the original denial and I am asking for my claims to be paid out in full for the time period of July 2023-October 2023 and that they release those payments or refund me for all the time I paid into this insurance policy.

I am asking for the BBB assistance to help expedite this process and to have someone else speak to them to determine why they keep requesting repeat information without using the information already provided on file. I have signed waivers to release this information to them with my medical providers and they keep asking for this information and for me to provide medical analysis outside the scope of my responsibilities.

Mutual of Omaha Contact Info:
For your convenience, information can be sent to our office by one of the following
methods: Our fax number is: ###-###-####, Our email address is: [email protected]. Phone number: ###-###-####

Thank you so much for your assistance in this matter! I can be reached by email at ***************** ******* ****
Business Response
Date: 05/23/2024
Complete Response
Dear *** ******

Your May 16, 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 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.

Sincerely,

***** ******
Regulatory Issues Analyst
Initial Complaint
Date:05/14/2024
Type:Billing 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.
For the last 12 years, I have been paying over $5/month to Mutual of Omaha in exchange for a "guaranteed whole life insurance" policy; however, after reaching out to them with an account inquiry, they've told me that they NEVER processed my application for said policy and so they have records of my payments but no account number. They've continued to direct debit the monthly fee from my bank account, yet have no record of an actual policy for me. They are now reporting to me that I'm unable to have my 12 years of payments refunded without proof of payment (which they have on file). Unfortunately, my associated bank only allows for bank transactions in the previous 7 years and come at an additional fee per statement. My husband has just died (4/18/2024) very unexpectedly and I'm not in a position to be able to pay for several years of statements not knowing if Mutual of Omaha will actually follow through with a refund. Please help.
Customer Answer
Date: 05/14/2024
I'd like to withdraw this complaint as it has now been resolved.
Initial Complaint
Date:05/07/2024
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.
see Attached document
i contacted mutual of omaha on about may 2022
Business Response
Date: 05/09/2024
Complete Response
Dear *** *****:

Your May 7, 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 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.

Sincerely,

***** ******
Regulatory Issues Analyst
Compliance and Ethics
Initial Complaint
Date:05/03/2024
Type:Sales and Advertising 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.
Despite complaining to them that there was no way to unsubscribe to their ads, I am still receiving continual emails. There is now a way to unsubscribe, and I have availed myself of the opportunities, but that has had no result.

I have attached the original complaint I made to them at the end of March. I had received numerous ads up to that point.
Business Response
Date: 05/13/2024
Please see attached.
Customer Answer
Date: 05/13/2024

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:04/16/2024
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.
Contacted Mutual of Omaha on 3/12/24 regarding an overpayment on my dad's policy of which I am the payor. I was told I'd get a refund. I waited well over a week, no refund. Called again only to be told that a check had already been mailed. At no point was I told that the refund would be via check. The agent verified my mailing address and stated that the first check was sent to the incorrect address. She also stated that the check would have to be mailed to my Dad since he's the policy owner. Again, no one told me this initially. Waited well over a week, almost two. Still, no check. During this time not only did I request to have the check expedited but I requested for a Supervisor to call me due to the rude and unprofessional tone & behavior of the different agents I spoke to. It's now been over 30 days and I have yet to get the Supervisor call back. I spoke to an alleged manager today requesting once again that the check be over nighted to me due to the initial error made by Mutual of Omaha of sending it to the wrong address. I was told I'd have to pay $25 to have it expedited. THE NERVE to ask me to pay for expedition after their initial mistake. The customer service over all has been piss poor. I am over worked and under paid so this may only be $95.58 but I need it and have been juggling since this happened. Had they fulfilled my request to turn off auto pay like I asked I wouldn't be in this position. I no longer want to be serviced by Mutual of Omaha due to the length of time it is taking to get this matter rectified, the lack luster customer services as well as the incompassionate Supervisors. I want my refund over nighted at no cost to me. I have made arrangements with my dad to forward the funds to me once he receives them since, allegedly, the check had to be mailed to him since he's the policy owner. This is BEYOND an inconvenience and Mutual of Omaha clearly doesn't care. A resolution is needed sooner than later. Its been over thirty days
Business Response
Date: 04/18/2024
April 18, 2024

******* *****
TRADE PRACTICE SPECIALISTS
BETTER BUSINESS BUREAU

Complaint Case #: ********
Consumer: Unknown

Dear *** *****:

Your April 17, 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.

There was no insured’s name or policy number shown on the inquiry. We would be happy to review
further. However, without additional policy details/documentation, we are unable to take any further
action at this time.

Sincerely,

******** ******
Regulatory Issues Analyst
Compliance and Ethics
Customer Answer
Date: 04/25/2024

Complaint: ********

I am rejecting this response because:

I am not ****** as noted in the response.

Sincerely,

******* *******
Business Response
Date: 04/26/2024
Please see attached
Initial Complaint
Date:04/15/2024
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.
********* **************** *******Oct 2022 Go Health agency fraudulently signed my mom up with Well Care. She does Not want them. She only wants ******** and her chosen secondary insurance… in June I Finally got it cancelled and she started back with her original ******** and her secondary….I had had her ******** number changed 12/14/2022 to protect her from this being done again…. Well come to find out in August someone changed her back again to Well Care . I got the EOB from her insurance company there were wrist braces ordered that we knew Nothing about on August 3rd It was ordered by the same dr that ordered a back brace for her in October that we knew Nothing about... The dr’s name is ******* ***** **** from Indiana university orthopedic….. we did not go to, see or even know him but the orders for the back brace and wrist brace were by him. I called his office, they of course said he didn’t do it and would contact their Risk department manager. I texted her copy of EOB . Some people need to be punished, jailed for stealing my moms ******** number and fraudulently ordering things for he thru a dr we do not know… The back brace came to us thru ********** ************ shipped to her thru **** *** … after calling ******** the payment we’re reversed. The wrist bands were ordered thru ******** ******* ph num ************* The dr is ******* ***** **** ph num ************ this is office mgr ******** ********. I have filed for Another new ******** number for her. I don’t know how they ended up with her 2nd one. Only ********, myself and her local drs have it. Did ******** allow her number to be taken?? There has to be Gate Keepers to protect them,., please find and do what needs to be done that this will Never happen again.. to my parents… or anyone…. They are thrives, frauds, liars.. it’s abusing them… they are not able to protect themselves… sooo you’ve got me and my temper has really been flaired… Please, please help me to help protect them ??. We want to Never have her insurance again unless I am the one calling. Please ??.
Business Response
Date: 04/18/2024
Complete Response

Complaint Case ** ********
Consumer: *** *******

Dear *** ******

Your April 15, 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 United of Omaha Life Insurance Company.

Based on our review *** ******* will need to reach out to the Well Care Provider or Go Health
Provider named in the complaint. These providers need to address the action requested in her
complaint.

Sincerely,

***** ******
Regulatory Issues Analyst
Compliance and Ethics
Initial Complaint
Date:03/25/2024
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.
I filed a ***** **** ********** claim with Mutual of Omaha in November 2022 after a MVA. The claim agent, ****** ****** said I would start receiving payments in February 2023. That did not happen and for over one year, I would not hear from *** ****** and barely receive any updates. When I received an update, *** ****** would say that the medical team needed more time. I heard from *** ****** 4x in 2023. Finally in December 2023, I received a letter saying that my claim was denied because they could not contact the doctor's office. Even though I called the doctors office and confirmed that they spoke to *** ******* I also have emails that show that *** ****** and Mutual of Omaha agreed to pay any fees to the third party company my doctor's office used. This company scams people.
Business Response
Date: 04/01/2024
Please see attached
Complaint Case #: ********
Consumer: ****** ** ****

Dear *** *****:

Your March 25, 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.

We have issued a response directly to *** ***** Please allow time for mailing and receipt of our
letter of explanation regarding the inquiry

Sincerely,

******** ******
Regulatory Issues Analyst
Compliance and Ethics
Customer Answer
Date: 04/01/2024

Complaint: ********

I am rejecting this response because: I have NOT RECEIVED a letter of response from Mutual of Omaha. I would like an explanation more than a rejection letter I received in December 2023. The response letter I believe they are referring to. Give me my money back since they could not be bothered to reject my claim in a timely matter all while collecting monthly payments.

Sincerely,

****** ****
Business Response
Date: 04/04/2024
Please confirm if policyholder has received our correspondence.
Customer Answer
Date: 04/05/2024

Complaint: ********

I am rejecting this response because: I have NOT RECEIVED any communication in regards to my case. NO LETTER has been received. Refund my money!!

Sincerely,

****** ****
Initial Complaint
Date:03/15/2024
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 HAVE THIS LIFE INSURANCE POLICY 32 YEARS AND PAID ALL PREMIUMS I WAS BILLED ON TIME. HOWEVER, WHEN I TRIED TO GET LOAN ON THE POLICY RECENTLY THEY ADVISED THERE WAS NO CASH VALUE TO LOAN. I HAVE A FEW OF UNIVERSAL POLICIES AND COULDNT UNDERSTAND THAT. THE REASON THEY SAID IS THAT MUTUAL WAS USING MY CASH VALUE TO PAY THE PREMIUM INSTEAD OF SENDING ME A HIGHER BILL WHICH I WOULD HAVE PAID.
NOW I AM STUCK PAYING $500.00 A MONTH TO KEEP THIS POLICY IN FORCE. I AM A SENIOR CITIZEN AND ITS HARD FOR ME TO PAY THAT HIGH PREMIUM SINCE MUTUAL NEVER BILLED ME HIGHER OR CALLED ME. THIS WAS NOT ETHICAL OR FAIR
Business Response
Date: 03/26/2024
Complaint Case #: ********
Consumer: ****** **********

Dear *** *****:

Your March 18, 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 Companion Life Insurance Company.

We have issued a response directly to *** *********o. Please allow time for mailing and receipt of our
letter of explanation regarding the inquiry.

Sincerely,

******** ******
Regulatory Issues Analyst
Compliance and Ethics
Customer Answer
Date: 03/26/2024

Complaint: ********

I am rejecting this response because:

Sincerely,

****** **********
Customer Answer
Date: 03/26/2024
HERE IS THE original policy attached, Mutual OF OMAHA WANTS TO GIVE BBB TIME TO SEND ME A LETTER, HOWEVER bbb only gives me 10 days to accept or reject the offer.
I dont know what offer they are making??????. WHY DOESNT SOMEONE FROM THE INSURANCE COMPANY CALL ME DIRECTLY?????????

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

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

**** ************
Business Response
Date: 04/09/2024
Complete Response
complaint Case #: ********
Consumer: ****** **********

Dear *** ******

Your April 9, 2024 follow up email was received and referred to me for my review and response. I would
like to thank you for the additional opportunity to respond on behalf of Companion Life Insurance
Company.

We have contacted *** ********** directly via telephone on March 28, 2024, as he requested. **.
********** was also sent confirmation via his confirmed email on April 1, 2024, with policy illustration
and projection amounts he requested.

Sincerely,

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