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

  17117 Burt St Ste 300 Omaha, NE 68118-2545

  
• 

  Mutual of Omaha

  11903 Coursey Boulevard Baton Rouge, LA 70816

• 

  Mutual of Omaha Insurance Company

  7204 Joliet Ave. Lubbock, TX 79423

• 

  Mutual of Omaha Companies

  3580 Carmel Mountain Rd #160 San Diego, CA 92130

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:05/15/2023

  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.

  Due to lack of response by two of their employees, Leah ******* and Carlotta ******, my short term disability was not renewed and I lost my benefits. I tried for two days to get ahold of someone and they waited until after the claim expired to contact me back. This company does not contact people back nor do they respond to emails causing people to lose their benefits.

  

  Business Response

  Date: 05/22/2023

  Complete Response 

  Customer Answer

  Date: 05/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I have spoken to Carlotta since I filled the complaint.  Carlotta flat out told me she got my emails, however, her supervisor told her not to email me back but to call me, and she did not.  

  I sent emails to Carlotta on 5/2/2023 and 5/4/2023, I also called on 5/4/2023 and spoke to Carlotta.  Carlotta told me on 5/4/2023, she would call me back after she got info from someone above her on how to proceed, since psychiatric records are federally protected (I cannot control what the federal government regulates), on what else could be submitted.  Leah called me on 5/5/2023, I again explained to her that the records are federally protected and what I talk about in therapy is personal and the fact that they want to know the details ** ** **** *** ******** ******** ****** is an invasion of privacy.  That fact that they are requiring details ** ** **** (via therapy notes) is ****** *** disgusting.  She advised me that she would be sending an email to the provider that day with a form, the provider never received it.  I sent emails to Carlotta and Leah both on 5/10/2023, I called on 5/11/2023 and left voicemails.  On 5/12/2023(the day after the claim expired), Leah called me finally, I tried to explain to her, but they don't care that they are not doing their jobs.  I left a voicemail on 5/13/2023 (6 days before Leah went on vacation) and sent emails that day requesting someone call me back about getting this fixed and to allow me to fill a compliant.  I was not contacted back until 5/20/2023.  

  The provider (**** **********) was never contacted by Leah or Carlotta, she stated this to the Better Business Bureau directly.  So, there was never an attempt even made to obtain the needed records on 5/5/2023 like I was told there would be.  Carlotta was provided with multiple providers' information that were treating me in April of 2023, none of which were sent a request for information.  This includes the doctor that originally filled out the paperwork, now after speaking to Carlotta on 5/20/2023, she finally acknowledged she had other providers' information and was supposed to reach out to them, this should have been done from the beginning.  They wait until 7 business day before paperwork was needed to ask for it and then asked for things that are federally protected.  Blaming me for lack of communication and willingness to release ** **** details as reasons for this claim not being extended is ridiculous.   

  This company does not respond to emails at all and admitted it.  I did everything I could to make sure this claim was continued out, but their employees decided to wait until 9 days (2 of which were a weekend) before the claim expired to reach out to me for paperwork needed.  Carlotta told me she would get back to me about when records were needed but 9 days (7 business days) is not enough time.  

  
  
  
  Sincerely,
  
  
  
  Sara ******

  

  Business Response

  Date: 06/08/2023

  Complete Response 

  Customer Answer

  Date: 06/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Leah called me on 6/2/2023 and told me they were extending my claim through 6/5/2023, giving me 3 days (1business day), two of which were a weekend, to get them info to extend my claim. They require 24 to 48 hours to respond to emails, so there was no way to keep this active. She was made aware that the testing *** ** ***** ********* was on the 5th and I had to wait for results. Again they set me up to fail because what was I supposed to do in 1 day? They knew there was no way possible for me to have them results or anything in to them in 3 days( 1 business day). They continue to make it hard on me to use the benefits that I have paid for for over a year!  It’s almost time for me to switch from short term to long term and I feel now that they know **** *** ***** ********* that this is going to be long term, ** *** ** *** ****** **** ** ********* ****** ****** ** ****, they are trying to get the claim closed before they get the results, which were sent on the 9th, the day I got them. 
  
  
  
  Sincerely,
  
  
  
  Sara ******

  

  Business Response

  Date: 06/21/2023

  Complete Response 

• Initial Complaint

  Date:05/12/2023

  Type:Customer Service 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 February 10, 2023 ****** ** ***** took a payment out of our account for $******. My wife and I cancelled our whole life insurance policy underwritten by ****** ** ***** Insurance Company in February 2023. ****** ** ***** wrote a check for $***** to myself with the subject line POLICY CANCEL on February 21, 2023.
  On March 10, 2023 ****** ** ***** took a payment out of our account for $*****, for something I know nothing about. On April 10, 2023 ****** ** ***** took a payment out of our account again for $***** for something I know nothing about.
  On May 10, 2023 ****** ** ***** tried to take a payment out of our account, but they were not successful, which resulted in a NSF overdraft charge of $***** charged by my bank to my account. On May 11, 2023 ****** ** ***** tried to take a payment out of our account again and were not successful and again my bank charged my account a NSF overdraft charge of $*****. Those last two attempts caused my account to be overdrawn by $***** and it continues to be overdrawn.
  I want this business to refund me back all of the money they took out of my account as well as the overdraft fees my bank has charged me because of those continued attempts to withdraw funds out of my account for some things I did not authorize, let alone know about to this day.

  

  Business Response

  Date: 05/19/2023

  Complete response 

  Customer Answer

  Date: 05/20/2023

  
  
  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,
  
  
  
  Tony **********

• Initial Complaint

  Date:05/04/2023

  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 had/have a policy with Mutual Of Omaha. I have been with them since November 2, 2021. policy was drafted monthly from my checking account. I called a two months ago to change my draft date for my policy. However this wasn't done. I find out today May 3 2023 that my policy hadn't been drafted so now coverage has lapsted. I never received a phone call nor a letter or email this has happened. Imagine if a death had occurred doing this period! my family would have submitted a claim that would not have been paid, because they tell me it was there fault, but they want me to pay 3 months premium for their mistake. I asked for my money to be returned to me cuz this is not fair representation for the policy holder. I was blown off because of their mistake. I asked to speak with a manager but was told there was no manger to speak with. I believe I was unfairly treated after they hhave collected two years worth of premiums from me.

  

  Business Response

  Date: 05/10/2023

  Complete Response 

  Customer Answer

  Date: 05/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Anita *******

  Customer Answer

  Date: 05/10/2023

  I haven't received any communication from this company Mutual Omaha. I called Monday May 8th and was left on hold for 35 Minutes again. Represntative Dee *** she told me she couldn't help me with my refund of my policy. She was **** and didn't want to help me. I stated on hold foe 35 minutes and didn't come back to the in disconnected on its own. She ever called back to apology for the phone disconnecting. In fact no one called back. This is very poor treatment! And I don't deserve this kind of treatment since I paid my policy on time for two years...

  

  Business Response

  Date: 05/18/2023

  Complete Response 

  Customer Answer

  Date: 05/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Anita *******

• Initial Complaint

  Date:05/04/2023

  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.

  I filled out paperwork on 3/23/23 for submission as requested but they had already closed my claim on 3/22/23. They reopened it for review and I am unsure of when but it was due to my persuasion and persistence that they did. I was unsure of why they closed it because the paperwork given to me said to return the paperwork given to me by 3/23/23 which is when I did. Now they are reviewing my referral date and have giving me the run around since originally closing the claim. They are saying that the referral date that my doctor gave me *** *** ************** will determine if I am denied or approved. I was not diagnosed **** ** or treated for it until I saw a specialist so how can that work? I have read my policy and even in the wording for the policy it states treatment for symptoms. I was receiving no treatment. I want them to look at my case in an unbiased manner.

  

  Business Response

  Date: 05/11/2023

  Complete Response

  Customer Answer

  Date: 05/15/2023

  
  
  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,
  
  
  
  Nikayla ******

• Initial Complaint

  Date:05/04/2023

  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 have two life insurance policy’s with Mutual of Omaha. I was hospitalized in feb. of this year for a few days. I checked my online account to make sure everything was up to date and without any notice, they cancelled my ********* policy with no explanation or warning. I called them and they informed me it was because of an interest payment on a cash value loan that wasn’t paid. The premiums were automatically taken from my bank. I told them I never received a bill for the interest loan so they agreed to reinstate it. They sent the paperwork and I sent the payment in but it wasn’t showing up (and still doesn’t) as a posted check. About a month went by and it showed as reinstated online so I thought everything was ok. Yesterday I called them and they admitted to technical difficulties, but said the interest was returned again. I told them it never showed up at my bank and I have proof. They said” oh that happens sometimes”. Never happened to me before. I have been paying ***** a month for ** ***** on this policy and it just seems like they’re trying to keep my money from all these years. There was supposed to be a grace period on this policy and they’re stalling for time. The funds were in my bank and they won’t give me the date the check posted. I think this is terrible customer service and an outrage really.

  

  Business Response

  Date: 05/10/2023

  complete Response 

• Initial Complaint

  Date:05/01/2023

  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 was considering a life insurance policy, however, my wife and I decided not to purchase at this time and contacted the sales person and told him we did not want the coverage and not to debit our account for any premiums. A week later my account was debited for $***** and $****** which resulted in two overdraft charges of $** each. I contacted the sales person and was told the money would be redepisited. The money was deducted in 4/1/23. It is now 4/28/23 and I still don’t have my money back. * ** ** * ***** ****** *** I need that money to live. It is amazing to me how quickly these companies can take money away but they get in no hurry when it’s time to give it back.

  

  Business Response

  Date: 05/09/2023

  Complete Response 

• Initial Complaint

  Date:04/28/2023

  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 about information on doing a reverse mortgage *** ** ** ***** **** * ****** *** ******* . my home is paid for and estimated value is in the high *******. I let it be known that I would need around ******* ** ***** *** **** *******. and at no time did the representative tell me that because of my age that i could only get **%of my equity at which point would only be around ******* before fees. At which wouldn't help me, and we went forward with our conversation and I was asked some questions and they say that I gave them permission to run my credit report. if I knew that I could not get the amount that i was asking for I wouldn`t have done that. because it ended up with a hard hit on my credit report at which cost me points on my report. this all happened 4-7-2023. I was able to talk with them today 4-27-2023 and explained to them that I feel like they misrepresented to me on how the process works. I contacted them to ask for a letter so that I could send to all three credit bureaus to remove the hard Inquiry from my credit report. I promise you if I would have known I I would have never given them my permission. so, I have spoken with my credit union about the money and will have to take another hit to my report. I usually carry around a *** score. Its been downgraded and when I do my business with my credit union it`s going to hurt me again. All I`m asking for is a letter. they even overnighted me the paperwork to go forward. it upset so much that I tore up the paperwork. and then a week later I received a phone call from them.

  

  Business Response

  Date: 05/09/2023

  Mutual of
  Omaha Mortgage, Inc. received your recent Better Business Bureau complaint and
  completed its investigation.  In the
  complaint, you state that you informed your loan officer that you needed around
  $******* to ***** *** * ******* and that you would not have authorized a credit
  report had you known that you would only qualify for $******* before fees.  You request that MMI send you the paperwork
  necessary to remove the inquiry from your report.  MMI reviewed the phone calls associated with
  your loan and did not uncover any evidence that the loan officer misled you
  regarding the amount of equity you could obtain from your loan.  MMI is unable to provide an accurate quote
  until it reviews all factors, including the credit report.   A
  credit report is required as part of the reverse mortgage process to determine
  your ability to meet ongoing financial obligations, such as property taxes and
  homeowner’s insurance and to determine if there are any federal judgments that
  need to be paid off in connection with the loan.  After gathering the necessary information for
  a quote and calculating your principal limit in accordance with Home Equity
  Conversion Mortgage guidelines, MMI determined your available proceeds to be approximately $*******.  A review of your call with
  your loan officer demonstrates that he obtained the required verbal credit
  authorization from you prior to pulling credit. 
  Since we had a permissible purpose and authorization for a pull, the
  inquiry is legitimate, and we are unable to remove it from your report.  If you desire to dispute the inquiry on your
  own, you may contact ******** ******** ******** ********** by phone at
  ************ or by mail:
  
  ******
  ******** ******** **********
  **** *** ******
  *** ****** ** *****
  
  You may also obtain more
  information online by visiting ************************************************************.  MMI
  hopes this response resolves your complaint to your satisfaction.

• Initial Complaint

  Date:04/21/2023

  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 have Mutual of Omaha Dental insurance through my employer. I went through the provider search on their site specifically filtering for periodontists. The list I obtained through the site is GARBAGE. On every call I placed I was told the provider listed was no longer at the practice, there were discrepancies with the name of the practice, I was told they did not have a periodontist, I was told they were not in-network despite appearing on the list of in-network providers, but most often, these providers did not even answer the phone nor replied to voice messages. What kind of ******* providers does Mutual of Omaha deal with? It is a total sham. Why do I [pay for insurance when I cannot even find a provider? Terrible. Awful. SHAMEFUL!

  

  Business Response

  Date: 05/01/2023

  Complete Response 

• Initial Complaint

  Date:04/10/2023

  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.

  In August 2022 I contacted the Mutual of Omaha automated system to check on the due date for my daughter's insurance policy premium. During that call I learned that the policy for my son had lapsed. I was in shock because I had never received a letter stating that the policy had lapsed! I called another customer service number to speak to a human. A customer service rep said the premium was not received by the due date and that's why the policy was terminated. I've had this policy since **** and have always paid the premium during different months. As long as I paid the premium for the year within the calendar year, the coverage continued. I was then told that I had to fill out a request form to reinstate the policy to see if they could reopen it. I did so. They requested the last 5 years worth of medical records for my son which I provided. They wrote me back at the conclusion of their review and said that they can not reinstate my son's policy due to his height ** *** and weight ** *** ******. I do not understand what this means as they did not explicitly say why this was the deciding factor for them to not reinstate my son's insurance policy. I feel that this is a slap in the face to a long time customer of this company who has been paying them premiums for over ** years. They could have called me via phone to inform me about the premium once the due date had passed and they definitely could have been more transparent in their decision to not reinstate the policy. I am not satisfied with their justification for not reinstating my son's life insurance policy and would appreciate the BBB's help in investigating the situation.

  

  Business Response

  Date: 04/18/2023

  Attached it our response to complaint ********.

  Customer Answer

  Date: 04/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the language that Mutual of Omaha used in this letter was not the same language they used in the original denial letter they sent me! In the attached file, you will see that Mutual of Omaha mentions that my son's ********* **** would not allow them to reinstate the policy at the same rate class as it was issued at originally, but Mutual of Omaha never offered to reinstate the policy at a different rate class that may have had a higher premium! They flat out denied my request and brushed me off after all these years of loyal payments as a customer of theirs! I still have an insurance policy for my daughter with this company and the least they could have done was offer to assist me with obtaining some other kind of coverage for my son. Mutual of Omaha ignored the ethics that businesses have a responsibility to uphold such as transparency, fairness, compassion, and respect. The business's response was not satisfactory and I would like for the BBB to assist me in receiving a fair and reasonable resolution that includes life insurance coverage for my son. 
  
  
  
  Sincerely,
  
  
  
  Mamie ******

  

  Business Response

  Date: 05/05/2023

  Complete Response 

• Initial Complaint

  Date:03/15/2023

  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 called them with my policy number and they told me I didnt have one. I then told them my grandsons name was Kobi ***** and he was on the policy I was calling about.  They told me the policy expired and I asked why because I never received a bill and I was the policy holder. So they told me that since he turned ** they started sending the policy to him. I was never notified and now they are saying its expired. I should have received a notice saying he was about to opt out and that he would begin receiving the notices and would begin having the payments sent to him. I have been doing this for a week and I asked to get the policy reinstated in his name. I feel like the money I have been paying for years regarding this policy has been wasted.  I have been going back and forth with them with no resolution to this matter.

  

  Business Response

  Date: 03/24/2023

  Complete Response