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:03/08/2024

  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.

  Paid for appraisal on my house and was told I would receive a copy. Still no copy after several requests. Either supply copy of appraisal or refund $300.

  

  Business Response

  Date: 03/21/2024

  Mutual of Omaha Mortgage, Inc. received your complaint and completed its investigation.  A copy of your appraisal was mailed to you upon receiving notice of your complaint.  Please feel free to reach out to us if you do not receive it.

  Customer Answer

  Date: 03/21/2024

   
  
  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:02/23/2024

  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.

  I am an Independent Agent with Mutual of Omaha. I wrote a Life Insurance policy on a client in 2022 about 19 months prior from the time of the clients death. I am not sure if the client didn't understand the way the question was listed and asked or if they just didn't disclose proper information but anyway Mutual of Omaha rescinded the entire application and denied the claim and sadly paid the spouse only the premiums paid during the 19 months. I tried to tell the company that they approved the company based upon their supposedly background check as they claim they do in order to determine if this client will be a customer of theirs. It is stated clearly on their application and the HIPAA form that is signed by the customer. Unfortunately, I spoke to an Underwriting Manager named ********* back in November and I was told that they don't have access to every Retail Pharmacy or Drugstore's system to check clients prescription history. If that is the case, why would it be a falsified approval? Now, with that being said, they rescinded the application, sent a tacky letter stating if they had known, they would have never made the deceased person a customer and they are wanting me to pay back every dime of commission I earned. This is UNFAIR and they should be made to waive the chargeback. They are the ones who approved the client knowing they don't have access to every prescription history. They are the backbone for us agents and they should have done their job or if they knew this about their system, why is it they never told us agents about their system. I want everyone that has been denied a claim that Mutual of Omaha is ripping people off and they are ripping off agents. It is cruel and unprofessional on so many levels. They got tons of complaints for failure to pay all types of claims. This is coming from an Agent that will be pulling all business away. I don't want to face this problem if a family member passes and they refuse to pay our family. BUYER BEWARE!

  Customer Answer

  Date: 02/26/2024

  I have more information...I reviewed some notes after speaking with ********* back in November that I failed to add in the initial complaint. I saw where ********* said they did not have access to the Pharmaceutical information from ******* Pharmacy on clients. I later asked the Client's widow what pharmacy did her husband use? Seeing the claims department thought he was in such poor health and he should have never been a policyholder had they known prior to him getting a policy. The spouse said her husband used ******* Pharmacy. Now, after finding out this news from her....there are so many clients out there that will be setup for denial of claims and they don't know it because according to ********* at Mutual of Omaha, She is the manager of Underwriting, according to her, at the time of doing this client's application, they didn't have access to ********* Pharmacy information. If that is the case, then he was falsely approved and they did not do a detailed check of Pharmaceutical History as their application says they would do in order to consider someone as a candidate for Life Insurance. Now, this is a setup for clients and us as agents and a way for them to collect premiums and then as it turns out, they will find a reason not to pay a claim! They NEVER COMMUNICATED THIS TO ME AS AN AGENT WHEN I FIRST GOT APPOINTED WITH THEM AS TO THEIR UNDERWRITING LIMITATIONS DUE TO THEIR POOR SYSTEM OF GAINING INFORMATION AS UNDERWRITERS ARE SUPPOSE TO DO WHEN DETERMINING IF A PERSON IS WORTHY OF COVERAGE WITH THEM. The questions on an application is not always cut and dry and underwriters are supposed to be the backbone for agents in helping us to determine if someone we do an application on; are they misstating facts or if a question needs to be re-asked due to what the underwriter has found out during the course of looking at the MIB, Pharmaceutical History and potentially the medical history in some cases. I am a broker and my other companies I represent do this to avoid issues like this when someone passes. Again, no wonder the general public sees some insurance companies as money grubbing crooks..I can truly say not all companies are this way but I am willing to agree with anyone if they speak on this with Mutual of Omaha/United of Omaha because this was unfair to this client's wife and unfair to me as an agent to have to pay them back all the commission I have earned for 19 months. I saw on the BBB that they denied someone's Life Insurance claim and insured passed 6 hours prior to having the policy for 2 years. SIX HOURS PRIOR???!!! AGENTS BEWARE OF THIS COMPANY AND FUTURE CONSUMERS. I am an agent for this company and I hate to say it but I will be pulling my business from this company. I got family and friends and I would not want anyone on my watch to experience what my other client experienced. BBB Please make sure to place this additional complaint to them and to the public!

  

  Business Response

  Date: 03/12/2024

  Please see attached response.

  Customer Answer

  Date: 03/12/2024

  The issue is not so much about the Charge-back but what could have prevented this issue from the very beginning. Their application states that the company checks Prescription Drug History of the applicant to determine if they are eligible for coverage. According to ********* who is the manager of Underwriting stated to me that they do not have access to some pharmacist Prescription History and she named ******* and a few others. So, if this is accurate, why is it that we as agents didn't know this prior to writing first piece of business. This should have been told to us so when we do an application, we can properly ask additional questions. We also never know as agents when clients are misstating facts on the application. This is where Underwriting is suppose to support us on catching things and then if the coverage applied for is not an acceptable one, then it should be advised to us to select another plan. Commissions is just reacting based upon what happened and not the initial cause or prevention. Otherwise, if this company continues to mislead us agents and clients to thinking they are properly approved and a detailed check was done when truly they may not have true access to this client's Prescription History then they will continue making us agents reimburse them whenever they payout all premiums paid by the deceased client when it can be prevented at best by upgrading to a system that will work well in giving Underwriting access to Rx History vs limited access. This complaint needs to be directed to Underwiting and the CEO of the Company to let them know they need to support us agents better vs setting us up to fail! Let us know your limited Access so we can ask more detailed questions that are not listed on the application because how are we to know??? Some applications get flagged while others do not and that is not fair to us as agents. We are representing these insurance companies out here but they got to do better with helping us be better at our job. This company told the client's spouse "Had we known, we would have never provided coverage to ** *******" They based this comment on the findings of his history. BBB, please direct this complaint to Underwriting and to the CEO because had underwriting done their job from the beginning and had a better system or inform the Broker/Agents of their limitations then their would not be a Charge-back Issue. I understand Charge-backs but I don't understand why Mutual of Omaha is not willing to admit to the BBB that they had 0 access to some Prescription History that determines whether or not a client is eligible for coverage in the beginning or give them another type of policy. BBB you got evidence of how this company does, there are several denial of claims complaints that you have posted on this company. This is why the complaint needs to be directed to the CEO to let them know, they need to do better. Otherwise, they will be talked about from a TV news investigation because the Public needs to know that they have limited access. They are just passing people on for coverage but then shames their families in the end by denying a claim. That is insulting and embarrassing where as they could have saved them from this in the beginning!

   

  Customer Answer

  Date: 03/12/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I don't agree with what was said. The complaint is directed to Underwriting and not Commissions. Commissions has no clue as to why they are doing what they are doing and how this could have been avoided!
  
  
  
  Sincerely,
  
  
  
  ****** ***********

  

  Business Response

  Date: 03/22/2024

  Please see attached response. 

• Initial Complaint

  Date:02/19/2024

  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 had insurance with this company for over 50 years. One life insurance policy I had, was canceled last year. I just found out about it now, because I have been in poor health and missed their letter. It was policy # ******** Normally when I am late on a policy, it has enough equity to cover the late payment. I thought that was the case on this one. I have had it for 20 plus years. They sent me no letter with a warning on the envelope. I think with a customer like me, who has several policies with them, they could have called me or sent more letters and/or emails, warning me, that it was going to be canceled. I would like to get this policy reinstated. Please take this up the the highest level and get supervisors involved. I love this company, they have been great over the years, and I highly recommended them to everyone.

  

  Business Response

  Date: 03/04/2024

  Previously responded to on 2-28-24

  Customer Answer

  Date: 03/06/2024

   
  
  Complaint: 21314124
  
  
  
  I am rejecting this response because: They did not say anything at all. I wanted them to respond so the BBB could see what they said. I still don;t have any answer, nor did anyone call me directly at ************* 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 03/12/2024

  
  Complaint Case #: ********
  Consumer: ******* ********
  
  Dear Ms. ******
  
  Your March 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 *** ********. Letters were mailed on February 28, 2024
  along with a copy of his annual statement for 2021-2022. 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:01/22/2024

  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.

  On January 8, 2024, I paid $36 for my monthly Life Insurance due January 22, 2024.
  
  Mutual of Omaha claims the my bank, ******** ***** denied the payment.
  
  However, that does not show in my bank statement.
  
  The bank statement shows that the payment was honored, not denied.
  
  My banker explained that if the bank denied the draft for $36 it would have been added back to my bank balance but that does not show in the statement.
  
  I want the $36 that I paid for my monthly life insurance adjusted adjusted life insurance account to show that it was accepted.

• Initial Complaint

  Date:01/18/2024

  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.

  The individual (J*** ***** **) charged me twice for $184 and then changed his phone number. I tried contacting him but couldn't. I contacted Mutual of Omaha and they said they couldn't refund me since it was past 30 days. I cancelled the policy. I tried looking up his name to see if he was licensed, but he doesn't show up.

  

  Business Response

  Date: 01/22/2024

  Complete Response 

• Initial Complaint

  Date:01/11/2024

  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 dental insurance with Mutual of Omaha Dental on November 3, 2023 through an agent, based on my dentist being listed as in the Omaha network. My first payment was deducted on November 6, 2023 of $29.04. The same was deducted on December 20, 2023. I contacted my agent on January 2, 2024, to verify my dentist was in the Omaha network. He checked and. It was. I contacted my dentist yesterday, on January 8, 2024. I let them know I had insurance with Omaha and wanted to schedule an appointment. The office indicated they were not in the Omaha network. I called my agent again, they assured me the policy they sold me was in the Omaha network. I was given the number to call for Omaha Dental. I called and was told the insurance was United Concordia, through an arrangement with Omaha *******. I called my dentist again, and again was told that they do not honor ****** ********** I called Mutual of Omaha again, explained the situation again ******* and I wanted to cancel the policy and get a refund of the two payments they had automatically been deducted. The policy was canceled and I was told I only had 45 days to review the policy (it was now 66 days). I was transferred to customer service, several time, and another transfer to claims, which sent me back to customer, ******, who said she would email a claim for. She did not. I feel like I should be reimbursed for the two payments since they fraudently misled my agent, by indicating my dentist was in the network. I didn't need a dentist appointment within the 45 day, and I can find no record of being told I had to review the policy in that time. The policy is/was NOT the issue. Omaha fraudulently, in my opinion, misled my agent by indicating my dentist was in the network, and I feel I'm entitled to refund of the two payments totalling $58.08. I realize this may not seem like a large amount of money, but it is to me, as well as the principle of the misleading by Omaha. Thank you for your attention to this matter.

  

  Business Response

  Date: 01/12/2024

  See attached letter

• Initial Complaint

  Date:01/08/2024

  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.

  Owner of address that is part of mutual of Omaha insurance company . Send this too cit group aka cit bank aka first citizens bank . Address on file *** ***** *** ** atl ga . *** ******** ** ** *** ** * *** ******** *** ** *** ** * **** **** *** *** ** *** ** . Someone just ckexk my credit score in the insurance company mutual insurance company . ** **** ***** ***** ** *** ** . Owner me . I am missing a insurance claim too all this. This company is closed down onto said management issue is did rite by law. A affidavit of support file too this. Power of attorney is fraud. Id fraud. I am missing my ownership bank account too this business and etc . Cpa accounting. I inherited this business from a family member of wealth . ***** * ****** . And J**** ****** ********* deceased . **** ****** ** ** *** ** * *** *********** ** *** ** * **** ****** * ***** ** *** ** * Y'all just pull my credit report 30 days ago it on there .

  

  Business Response

  Date: 01/08/2024

  Please see attached.

• Initial Complaint

  Date:01/04/2024

  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.

  On December 22, 2023, at about 11 am CST I received a call from an individual with a foreign accept who had my name and address. He tried to convince me to purchase life insurance claiming that new, better life insurance policies had just been approved by my state (Missour). When I asked him, "Who in the state has done the approving - the Governor?" He said, "Yes. The governor." Then he transferred me to his supervisor who transferred me to a gentleman who answered the phone with "Mutual of Omaha." Then the supervisor told the Mutual of Omaha person that his company (I did not catch the name) had made the referral. Then he got off the line and I told the Mutual fellow that he was receiving referrals from a quasi-criminal organization that repeatedly calls persons on the federal "do not call" list. He put me on hold and then hung up. I receive several calls like this (about life insurance) each week. I've been on the "do not call" list for about five years. (I recently checked it online.). Similar marketting outfits try to sell me health insurance as well? Between September and December of this year I've received more than 10 similar calls per day, and big name American companies accept referrals from these people on a regular basis. Mutual of Omaha should establish policies and procedures to insure that their referrals sources are not acting in violation of U.S. law. It shouldn't be hard.

  

  Business Response

  Date: 01/05/2024

  Please see attached response

  Customer Answer

  Date: 01/09/2024

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

   

  On December 22, 2023, at about 11 am CST I received a call from an individual with a foreign accept who had my name and address. He tried to convince me to purchase life insurance claiming that new, better life insurance policies had just been approved by my state (Missour). When I asked him, "Who in the state has done the approving - the Governor?" He said, "Yes. The governor." Then he transferred me to his supervisor who transferred me to a gentleman who answered the phone with "Mutual of Omaha." Then the supervisor told the Mutual of Omaha person that his company (I did not catch the name) had made the referral. Then he got off the line and I told the Mutual fellow that he was receiving referrals from a quasi-criminal organization that repeatedly calls persons on the federal "do not call" list. He put me on hold and then hung up. I receive several calls like this (about life insurance) each week. I've been on the "do not call" list for about five years. (I recently checked it online.). Similar marketting outfits try to sell me health insurance as well? Between September and December of this year I've received more than 10 similar calls per day, and big name American companies accept referrals from these people on a regular basis. Mutual of Omaha should establish policies and procedures to insure that their referrals sources are not acting in violation of U.S. law. It shouldn't be h

   

  
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 01/09/2024

  See attached

• Initial Complaint

  Date:01/03/2024

  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.

  My retirement plan through a former employer was transferred to Mutual of Omaha in 2023. I received confirmation of the new account on or about 9/29/23. On 10/13/23 I left a voice message with the Sr. Retirement Benefit Services Specialist named as the contact person in the letter. He did not return my call. I then sent an email on 10/20/23. He did answer my questions in a return email. On the same date I submitted via email a Request for Pension Illustrations. He did not respond or acknowledge receipt. Another email was sent on 11/16/23. I left a voice message on or about 12/21/23. Another email was sent on 1/3/24. It has been 11 weeks since I submitted the request for pension illustrations or had any response from the agent.

  

  Business Response

  Date: 01/08/2024

  Complete Response 

  Customer Answer

  Date: 01/08/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and acknowledge that on January 3, 2024 they sent me the information I had requested in October.  This resolves my complaint.

  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:12/20/2023

  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.

  I contacted Mutual of Omaha via phone regarding my account on 12/20/23. They were able to verify my name and phone number but, I was told they were unable to help me because I didn't remember my phone password. I asked if they could offer me a hint and was told no. Then I offered to give them my SSN, Policy number, mailing address or any other info to help gain access but was told that I was out of luck/they would not assist me in gaining access. I have additionally reached out to their customer service department via email for further assistance but, have not heard back from Mutual of Omaha.

  

  Business Response

  Date: 12/28/2023

  response letterDear *** ****** 
  Your December 20, 2023, 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 access to the Customer Website. 
  Please allow time for mailing and receipt of our letter of explanation regarding the inquiry.

  

  Business Response

  Date: 01/02/2024

  Please see attached

  Customer Answer

  Date: 01/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the issue remains unresolved. 

  I have contacted Mutual of Omaha either by phone or email on Dec 20th, 21st, 26th, the 27th and again on Jan 3, 2024. I initially emailed them a request to remove the password on the 20th per the instructions I was given by their customer service rep and supervisor when I had called in for help accessing my account. I was told that the supervisor would flag my email and make it his top priority to get the password removed once he received my email request. I received an email from Mutual of Omaha after contacting BBB due to Mutuals lack of response or help, and responded to them the same day, December 26th, that Mutuals correspondence was received. Then weeks later, Jan 2nd, I received an email that stated an email request was insufficent and it needed to "written". I sent Mutual a written request on Jan 3rd as an attachment sent it in via email. 

  As to their letter dated on Jan 2, 2024, they have had time. Two weeks of time and still nothing has happened. I am still unclear as to why they had me email in a request only to turn around and say it had to be written, or why it had to turn into such a big deal to remove a password when I willingly offered to provide them verifying information about myself... Again, they stated its due to "privacy laws" but, I haven't been able to find any information pertaining to a specific law that would prohibit me from accessing my account because I forgot my password. In addition, Mutual of Omaha was even unable to provide me with an answer to that when I initially called in for help other than restating "its privacy law". If they could have provided me with that information I might have been more understanding about the situation and their processes.

  
  Sincerely, 
  
  
  
  ********* *******