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:12/20/2023
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 brother had a life insurance policy with mutual of omaha and made me benificiary.My brother passed away on Nov.13 2022 and they are holding this settlement and i did what they wanted me to in the packet they sent me I sent the info they wanted from his doctor which his Doctor faxed to them and the death certificate.and I filled other info they wanted in the packet they sent now they want medical records .my brother took this insurance for security in case he passed .He made me his benificiary . I took what savings my husband and I had to make his funeral arrangements ***************** was his agent ************************** I have not gotten anywhere with him.Please help
Business Response
Date: 12/20/2023
Please see attached
December 20, 2023
******* *****
TRADE PRACTICE SPECIALISTS
BETTER BUSINESS BUREAU
Complaint Case #: ********Consumer: **** ********
Dear Ms. *****:
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 Mutual of Omaha Insurance Company.
The inquiry you forwarded had no policyholder information. Please obtain the name and/or policy
number of the policyholder and we will be happy to address and questions and concerns.
Sincerely,
******** ******
Regulatory Issues Analyst
Compliance and EthicsCustomer Answer
Date: 12/20/2023
the policy holder:******* ******** ********** .the number of the policy is *********Initial Complaint
Date:12/19/2023
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.
They are intentionally holding my short and long term disability payments to force me back to work. I've provided all the required information and they keep asking for things unrelated to my surgery and condition from years ago which have nothing to do with my conditionBusiness Response
Date: 12/28/2023
Complete Response
December 28, 2023
******* *****
TRADE PRACTICE SPECIALISTS
BETTER BUSINESS BUREAU
Complaint Case #: ********
Consumer: ******** *****
Dear Ms* *****:
Your December 19, 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 United of Omaha Life Insurance
Company.
We have issued a response directly to Ms. *****. Please allow time for mailing and receipt of our
letter of explanation regarding the inquiry.
Sincerely,
***** ******
Regulatory Issues Analyst
Compliance and EthicsInitial Complaint
Date:12/11/2023
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.
Entered by BBB staff DC. Consumer states she called the business on Nov 27 she wanted to cancel the contract/policy. She contacted them again beginning of December and was told they would be sending out the cancellation form December 5. She has not received any paperwork and she should be receiving a check for $5875.80.Customer Answer
Date: 12/12/2023
********* ***** ********* called to cancel complaint, thanks.Initial Complaint
Date:12/05/2023
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 have had a life insurance policy with this company for 6 years and for 6 years, I have never been able to log into my online account. After speaking with customer service again today, she states that the IT department has never added the information needed to enable me to log into my online account. I explained this issue has been going on since I purchased the policy in 2017. I asked that my issue be expedited and was told the earliest IT could fix the problem would be in 3-4 days. This is inexcusable customer service by the IT department. Maybe they need to understand that we, as consumers, are directly tied to their paychecks. I am feeling encouraged to move my policy at this point because I am not feeling valued as a customer.Business Response
Date: 12/19/2023
Complete ResponseCustomer Answer
Date: 12/19/2023
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,
****** *******Initial Complaint
Date:11/29/2023
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.
Mutual of Omaha is reporting lates on my credit file. These lates are from 1/23, 3/23, and 5/23. I am set up on auto pay and am unsure how these late payments occurred. If any payments did not process this was a mistake on your end. Please remove these late remarks from my credit file.Business Response
Date: 11/29/2023
SEE ATTACHED
November 29, 2023
******* *****
TRADE PRACTICE SPECIALIST
BETTER BUSINESS BUREAU
IID File Number: ********
Consumer: ******** *****
Policy #: None Found
Policy Situs: N/A
Insuring Company: Mutual of Omaha
Insurance Company NAIC #: *****
Dear ******* *****:
Your November 29, 2023 email 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 #*****.
We have thoroughly researched our records and are unable to locate a policy or
application for ******** ***** as the owner or insured, with our Company.
If Mr. ***** 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.
Sincerely,
******** ******
Regulatory Issues Analyst
Compliance and EthicsInitial Complaint
Date:10/23/2023
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.
Was sold on a monthly AD&D policy through job . Plus got a rider voluntary extra. Had index and middle finger removed from a accident I had and they are saying they want cover it because I didn't lose my thumb. This policy is a scam and they sold me a ton of nonsense. The embarrassment of not having the fingers and time in hospital and out of work is enough. Then thinking they would payout on my AD&D is awful. I would not ever take anything from mutual of OmahaBusiness Response
Date: 10/27/2023
Please attached responseInitial Complaint
Date:10/16/2023
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.
We purchased these policies for Long Term Care in 2012. Since then, we have paid premiums every year. Now that we are getting to the age of needing to use these policies, it appears that there are NO agents to talk to regarding some of our concerns. I have been trying to reach anyone for the past month and all I get is the run around. There are no agents!!!! I find this almost unbelievable and certainly unacceptable. They say go to website, I did. Call customer service, I did. Call Marketing, I did. Each one says to contact the other. There has to be someone in charge of all this.Business Response
Date: 10/20/2023
Complete ResponseInitial Complaint
Date:10/16/2023
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.
so, they allowed a bogus "insurance agent" create a life insurance policy where I was the "owner", and the beneficiary was someone I do not know. (this same agent did the same thing with another insurance company, but same "agent" and same beneficiary)
I spoke with Mutual of Omaha and I believe successfully got the policy cancelled, but now they keep sending me applications for various types of insurance. I have repeatedly asked them to leave me alone, and never contact me again, and yet they still send junk mail by the truckload. I never want anything to do with any company that would allow someone to do such a thing as get a life insurance policy on me where they are the beneficiary and I don't even know about it until after the fact.......That seems criminal, but at the very least immoral. Please ask them to stop harassing me, I would never purchase anything from them, ever.Business Response
Date: 10/20/2023
Please see attachedBusiness Response
Date: 10/24/2023
Complete ResponseCustomer Answer
Date: 10/26/2023
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,
***** *******Initial Complaint
Date:10/12/2023
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 purchased a life insurance policy from a local representative and come to find out the policy wasn’t valid in the state I live in. This means I invested in a policy that was purposefully falsified and when I asked for a cancellation and refund I was spoken to by the specialist ***** ****** in a rude manner. She hung the phone up on me after I had called her like she requested. I signed all documents to have this policy canceled and with doing so the company decided to be rude to me.Business Response
Date: 10/13/2023
Complete ResponseInitial Complaint
Date:10/02/2023
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 sudden heart problem I was unable to work until DrReleases me this was last day of July.I paid out of my pocket for short term disability . They have now repeated said they don’t have info from Dr it’s been sent repeatedly!They were unable to deny claim they. Have paid nothing for mo.!Now they want records from every Dr I have ever seen! Even if it has nothing to do with heart! Now the case worker tried to say depression meds are proof of heart condition!?This company took my money and is refusing to pay this claim! Going on third mo. Ands still they are trying to find a way to deny a clear claimBusiness Response
Date: 10/04/2023
Complete ResponseCustomer Answer
Date: 10/04/2023
Complaint: ********
I am rejecting this response because: a resolution has not been reached. Another person contacted me to ask more questions. Meanwhile I’ve been ill and without pay since August. I do appreciate your assistance in this matter.
Sincerely,
******* *****Business Response
Date: 10/09/2023
Complete Response
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.