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:09/29/2023
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.
Mom paid well over$16K. Yet Mutual of Omaha paid out $5K.
Customer Answer
Date: 10/02/2023
Mom has passed away and we have yet to put her in a Cemetary as we did not receive the benefits she thought we were to receive..
she has all her paperwork all in order and she was led to believe that her policy would pay for her expenses and more however that was approx. $16K (the exact figures are at home and i will get them scanned so you can see them
Bottom line is that she paid them well over $16K and they paid out $5K
i am sure she is not the only senior citizen they have fooled/tricked or just plain ripped off !
Guess she stays above ground for eternity if they win ...............

Business Response
Date: 10/06/2023
Please see attachment
Initial Complaint
Date:09/15/2023
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 feel that I was giving misleading information from this company at the time of this policy just for them to make a sale, and it was not explained to me exactly how this policy worked. When I got this policy I got it with the impression that when I die, (when ever that would be) ,I would have insurance for my family to take care of my final and financial expenses. Who knows when they’re going to die…. I was not aware of the expiration date and the continued rate increase of this policy until years later and at that time I requested a policy with no expiration date and no continued rate increase. I have now learned that insurance increase with age, then by the time a person is older and insurance is almost impossible to afford, and that is so unfair to people.

it was and is there job/s to make sure that the policy there selling is what the customer wants and need long term. I had no knowledge of how life insurance works and I depended on the representative to provide me with the correct information so I could choose a policy that would be best for my family and i.. I never would have knowingly agreed to a life insurance policy with an expiration date when I don’t even know when I’m going to die….
It is unfair to people to mislead people that trust your you giving then the correct information, but instead this insurance company used my ignorance against me.

I would like this company to offer me an affordable police with no expiration date or refund me back all the money I have paid into this policy.
Business Response
Date: 09/22/2023
Response
Customer Answer
Date: 09/26/2023

Complaint: ********

I am rejecting this response because:
As of today Sept 26,2023 I have not received any response from this company by mail or other wise. The time i spoke to the manager was before i filed this complaint. and there was no resolution. I am so confused as to why a letter was sent to me by mail rather then attached to this complaint. I have been with this company for many years and hope we are able to come to a far resolution to this problem. I feel that insurance company's should not be allowed to take advantage of consumers, and when it happens, those who are in position to correct the problem should correction the problem but not at the consumers expense...

Sincerely,

**** *****
Business Response
Date: 10/11/2023
See attached
Initial Complaint
Date:09/15/2023
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.
The website for this company has not been working so that I can make my hospital indemnity payment. I have contacted the company numerous times and I've been told my website will work in 24 hours and it never does. Finally, I was told that my website would be working in 24 hours, but that I would have to fill out reinstatement forms in which I might or might not get reinstated as the payment was coming in after 30 days. When I explained that was not my fault, I just got the run around and no where near getting a resolution. I have contacted this company a million times and spoke with different people. One lady say, well you could have just called. No..that is not true. I do not always have access to my phone. Therefore, the fact that you could pay via website was crucial to me taking on this policy. I would like my policy to revert back to instant bank withdrawal and for my account to be reinstated without having to fill out new forms or be reconsidered in which I may or may not get reinstated.
Business Response
Date: 09/19/2023
Response letter
Customer Answer
Date: 09/19/2023
September 19, 2023

I received a letter from Mutual of Omaha yesterday. It was an application for reinstatement, which included medical questions, that may or may not hinder my ability to reinstate. I was given roughly two weeks to return the application with a check for $81, of which they may or may not cash?

There was no way to fax the material or email. I mailed the application back to them today.

Thank you,
***** *******
Business Response
Date: 10/11/2023
See attached above
Initial Complaint
Date:09/14/2023
Type:Service or Repair 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 a long standing term policy with the Company and authorized electronic payment of roughly 70 per month for approximately 15 years. Upon renewal, after 15 years, due to old age ** ******** ******), the Company sent me a letter by regular mail informing me of a premium change. Without my response and/or authorization to take a new payment amount from my checking account, the Company decided it had authority (under the 15 year old authorization for 70 dollars a month) to take roughly 8 to 9 times the prior premium amount (roughly 450 dollars) from my account as the new premium. Again, all this was done without my knowledge and/or my authorization.

Since when is it ok for a major corporation to act with such unethical and fraudulent behavior. If they got no response from me authorizing the payment, they had no right to reach into my bank account and attempt to take my money. That is theft!!! Plain and Simple.
Business Response
Date: 09/19/2023
Complete Response
Initial Complaint
Date:09/13/2023
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.
People going door-to-door claiming to be from the **** ********** ** *********. During the visit, this person tells the resident, because they were between the ages 50 to 85, they can buy a life insurance through them without any qualifications needed. This is what happened to my father. He purchased a life insurance for him. At that time, he was in terrible health, and thought that if anything happens to him, he wanted his wife not to carry a funeral burden. So, he was coming out from the hospital the day he meets ***** ******* (Life Insurance Advisor) He stated to represent the Mutual of Omaha Life Insurance. He took all of my Father’s bank information. Beginning on December 3rd, 2021, a draft of $89.17 was to be taken monthly, a coverage of $10,000 whole life w/ accidental death. After a period of time someone else came to my father’s apartment and stated that he’s from the life insurance and needs his bank information to update their system. He’s name is ***** ***** from *** (State Licensed Representative) I was living in Longview, Texas and I didn’t know my father situation. I came to Charlotte again due to my oldest brother’s passing December 25th, 2022. My father paid my brother’s funeral fees and he was telling me about his Life Insurance situation, he never received a statement from the company, and he called the number on these two people business cards, but no one returned his calls. And now the company’s name changed to ********* ********* *****. My father doesn’t speak English and all this time he’s getting money taken from his bank account without knowing if this companies are legit. Until August 1st my father placed a stop payment in his bank account. Which ended up closing his bank account completely because these people had all of his bank information. Now his getting letters asking for his signature and all of his bank information with a different Life Insurance ********** ********* *****)

December 3, 2021, through July 3rd, 2023.
Business Response
Date: 09/19/2023
Complete Response
Initial Complaint
Date:08/31/2023
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'm having a really hard time with this company Mutual of Omaha Life Insurance, I was told they didn't receive payments which they were taken out automatically every month for payments of $141.50 each month, I even sent copies of the payments from my bank account statements, I went all the way back to January to prove payments were made to them and sent copies to them, I'm lost at what to do to straighten this out, copies of my payments are listed from January to July, the copies of payments on statments are January to May, copy of check is for payments for June and July in the amount of $283.00, we are paid up to this month August, I requested to have statments sent to me to pay for this month and for future payments but haven't received one, they keep telling me I'm behind I don't know why they don't have my payments on record to know they were paid. Even with proof of payments their is a problem.
Business Response
Date: 09/06/2023
Complete response
Customer Answer
Date: 10/06/2023
I received a letter from Mutual of Omaha about my previous filing to you regarding my coverage and payments to Mutual of Omaha, as I addressed in my previous filing to you about my premium payments and not receiving statements when requested and getting it up to date I'm still having problems with them, in the letter I received dated September 12, 2023 from Mutual of Omaha they stated my amount of coverage has reduced from $20,000 to $700, How can they just automatically reduce my coverage since October 4, 2016, we had our payments taken each month from our bank since this time, we requested to have statements sent since they have told us they didn't receive payments and never got our payments straighten out when I called about this was told different stories concerning my payments, I have a whole life policy and I requesting to receive my $4,280.00 cash value of my policy. I have paid over $11,000. Please help with getting my cash value sent to me.
Customer Answer
Date: 10/09/2023

Complaint: ********

I am rejecting this response because:
I have not received any updated information from Mutual of Omaha regarding why my amount of protection on my policy was reduced since I made each payment each month, I called several times and was told payments weren't received, since they have reduced my amount of protection from $20,000 to $700, I have requested to have my cash value for the amount of $4,280 to be sent to me. I would like my cash value of my policy sent this month. Their was another problem also in receiving any portion of my cash value when I called customer service before. I'm due this amount and would like it sent.

Sincerely,

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

Business Response
Date: 10/12/2023
complete response
Customer Answer
Date: 10/20/2023
Enclosed is a letter received From Mutual of Omaha, according to letter payment was not received until Nov 15, 2016 as our first payment, as they know payments were automatically paid each month through my bank to their company which was set up to pay by them for this policy, our payment date for coverage was set up with their company Mutual of Omaha also stated in the letter a payment must be received for the amount 0f $424.50 on or before September 15, 2023, note the letter is dated October 11, 2023 and mailed after this time, I wasn't aware our coverage would be reduced from $20,000 to $700 and reduced our cash surrender from $4,280.00 to $447.59 I did not request this, I was paying the premiums until we were told they weren't received so I requested statements so I could keep track of these payments I never received a statement for September the last payments made by check in the amount of $283.00 was for June and July, Their customer service kept telling me payments weren't received and was cancelled but then said it wasn't, I was confused each time I spoke to someone there thats when I requested statements to be sent to me, now this letter which is telling me they took it into their own hands and reduced my coverage and cash surrender value "what happened to all the money I have already sent and paid?" if I have a cash value of $4,280.00 then I am titled to $4,280.00 not what you think I should receive, I didn't cancel my policy or ask to reduce my coverage, since I have paid since 2016 this is what added up for my cash value until this time and I expect to receive this amount.
***** *******
Policy *********
Initial Complaint
Date:07/06/2023
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.
On or around May of 2023 I contacted Mutual of Omaha regarding my mother life insurance policy I spoke with a seasonded comstuer repersentative by name of **** ***** ID *****
not only did he give me false informition after payment was made his action cause my mother policy laspesd in now its inactive status I beleve this was done intentionally
Business Response
Date: 07/14/2023
July 14, 2023

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

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

Dear Ms. *****:

Your July 7, 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.

We have attempted to reach out to Mr. ******* via telephone and no return calls have been received, we would
need a policy number to research and review this inquiry further.

Sincerely,
***** ******
Regulatory Issues Analyst
Compliance and Ethics
Customer Answer
Date: 12/18/2023
On or around 12-15-2023 I contacted Mutual of Omaha life insurance in refernce to policies ********* and ********* I made payment arragements for both policies please see attactments In reverance to above matter on 12-15-2023 I discoverd that previous repersvtive mis informed Causing both 4 years polices to lasped this is not the frist time this problem happened former see complaint #20280937 about this issue
Business Response
Date: 12/28/2023
RESPOSNE
December 28, 2023

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

Complaint Case #: ********
Consumer: ****** ******* (********* ********)

Dear Ms. *****:

Your December 18, 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 Ms. *******. Please allow time for mailing and receipt of our
letter of explanation regarding the inquiry.

If you have any questions, please do not hesitate to contact me.

Sincerely,
******** ******
Regulatory Issues Analyst
Compliance and Ethics
Initial Complaint
Date:06/15/2023
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 have been harassed and discriminated against by my employer. * **** ** ***** * *** **** ** **** *** ****** ** **** **** **** * **** *** ****** *** ********* * ******* * *** ****** ****** ******* *** *** ******** ****** ***** * ***** *** ******* **** ***** ******** * *** *********** ****** *** ******* **** *** ********** ** ** **** ** *** ** **** ** *** *** ***** *** ** **** *** *** ******* *** **** ** ******* *** However nothing but problems from HR as she was the main Harrasser towards me. After she finally filled my claim I spoke with the claims rep Misti from Mutual of Omaha who told me from the beginning this claim wouldn’t pay out. They claim paperwork was incomplete. But the job put a hold on my health insurance and my Doctors visit are unpaid and now I need to pay upfront for services. * ****** ** *** ******* ** ******** ****** ******** * *** ** *** *** ** * ******* **** **** **** ******** ******* ** ********* **** **** *** **** * *** ******** ** ** *** ***** **** ******** **** *********** *** **** * ***** ** ** **** **** *** ***** ** ** *** *** * ***** ******** ******* I believe Misti is backing my employer and not paying me. She doesn’t return my calls.,2 Gentlemen called and seemed like they were going to help me but after they spoke to Misti never called me back. My Dr will not sign off on going back to work until I get help. *** **** * ******** ****** *** * **** ** ****** ** ***** ** *** ** ******* *** ** ****** * **** *** **** * *** **** **** ** ******* *** *** ***** ** ** **** ** *** ********** ** *** *** *** I filed an EEOC complaint for harassment against my employer and now this complaint about Mutual of Omaha, *** ** ******* ****** ******** ** ******* *** ******* ** ******** ** *** ** ********* ******* ** *** ** ***** ** ****** I just need what I’m entitled to so I can get back to my life. Get healthy and move on. Please this is not right and I need help. I worked my entire life to be on the street. Thank you Lesley ****
Customer Answer
Date: 06/16/2023
Please help, they are playing games just to not pay me. This is virtual appointments this is all they have and with my bill being delinquent they not giving me anything else. Please I just want to go home.
Business Response
Date: 06/21/2023
Our response to complaint ******** is attached. Thank you for allowing to respond on behalf of United of Omaha Life Insurance Company.

Ryan ********
Customer Answer
Date: 06/21/2023

Complaint: ********

I am rejecting this response because: That is not an answer. 3 months now and nothing but excuses for me to do their job. I don’t know what is needed they have the signed releases and should have gotten what was needed. I want this taken further. *** ******** ******* ** ***** ******

Sincerely,

Lesley ****
Customer Answer
Date: 06/21/2023
The attached I received today by email.
Initial Complaint
Date:06/05/2023
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 writing this on behalf of my ** **** *** mother, Shirley ******** (my Power of Attorney is attached). My mother has had a long-term care insurance policy with Mutual of Omaha for ** years, in which she has paid over $******* in premiums. After a heart attack (2021), two strokes (2022), and several falls (2022-2023), her doctors insisted that my mom needed round the clock care.

Over the past few months since October 2022, I have been dealing with Patricia ***** at Mutual of Omaha to get them to pay, first, for an at-home caregiver. After putting us through months of delays and acting like they never received records, they only agreed to pay roughly *** of the benefits she was supposed to have for her policy. I was told, on the phone by Ms. *****, at the time, that based on what the doctors have said, she should be able to qualify for full benefits of $*** a day.

My mother has now been in an assisted living facility since April 9, 2023. We were told by Ms. ***** that there would be a 60 day waiting period, which we were okay with. However, I just received word that Mutual of Omaha is denying her claim based on some rider that they have never once mentioned before. I tried emailing Ms. ***** this morning with a list of my grievances (attaching below). I received a reply back that she is out of the office for the next twelve weeks and to call customer service. I have now been on hold with customer service for over an hour.

I believe this company defrauds older individuals with promises that they will be cared for in their weakest moments, *** **** **** ***** **** **** **** ***** ************* **** *** ****** **** ****** * *****. It's disappointing and frustrating. My mother *** *** **** ** ***** ******* *********** *** ***** **** **** ******* ***** ***** ***** **** ****** ********** *** ********. However, Mutual of Omaha flat out denied it based on some technicality. I hope that they can rectify this situation right away. Update: Colton ****** has taken over for Patricia ***** in her absence. Waiting on him to call me back.
Business Response
Date: 06/12/2023
Complete Response
Initial Complaint
Date:05/30/2023
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.
[BBB transcription via walk-in]

I cashed out my life Insurance policy with this Co.

With promises of return funds. As of now I haven't received any response as of May 9th of this year.
Business Response
Date: 06/07/2023
Complete Response

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