Complaints

This profile includes complaints for CNA Financial Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CNA Financial Corporation

  151 N Franklin St Chicago, IL 60606-1915

• 

  CNA Financial Corporation

  333 S Wabash Ave Fl 24 Chicago, IL 60604-4107

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:08/14/2023

  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 the son of the policyholder, BML, who resides in Naples, Florida. My mother, who is 92 and in poor health, asked me to review the claim she filed as a policyholder of Continental Casualty Company, (hereinafter referred to as "CNA"). FACTS: My mother was injured when she fell at home during Hurricane Ian on September 28, 2022. She was admitted to a local hospital on September 28, 2022, and had surgery to repair her fractured femur on September 30, 2022. She was discharged from the hospital, transferred by ambulance, and admitted to a long-term care facility, on October 5, 2022. My mother was an in-patient there until she was discharged and transferred by ambulance to her home on November 18, 2022. At home, my mother received home care services. She also received services from a licensed physical therapist in her home. Her long-term care policy with CNA included a "home health care rider". My mother started her claims process with CNA in October 2022. THE CLAIMS PROCESS: 1. CNA has erroneously applied a "5 visit elimination period" to deny coverage for my mother's home health care expenses incurred in December 2022. A cursory review of my mother's applicable home health care rider would clearly demonstrate the "elimination period" does not apply to her claim as it followed "within 30 days of hospital confinement of at least 3 days". 2. CNA denied benefits by erroneously claiming services were not rendered in a "home convalescent unit". This denial is preposterous. All home health care services provided to my mother have been provided in her home, which is a private home. Her policy defines a Home Convalescent Unit as follows: "Home Convalescent Unit means Your home, a private home". SUMMARY To date, CNA has paid less than $600.00 to my mother on her claim. This is a fraction of the money owed to my mother. CNA has engaged in an outrageous pattern of delay and denial, and failure to meet its contractual obligations. To a 92 year old, delay is denial.

  Business Response

  Date: 08/14/2023

  CNA received the BBB case referral. Due to privacy laws relating to protected health information and insurance matters being regulated by the Department of Insurance in the state where the policy was issued, we are unable to disclose details to the BBB. However, be assured that CNA will respond directly to the complainant.

  Customer Answer

  Date: 08/14/2023

  
  Complaint: 20461516
  
  I am rejecting this response because:  CNA's assurances of a response ring hollow as they have promised to respond to my mother (and I) in the past and failed to do so.  Their response must include an analysis of the applicable policy language behind their repeated denial.  Even with the small payment the company made, they failed to provide anything in writing such as a standard Explanation of Benefits.  The company inundated my mother's mailbox by repeatedly sending the same forms in a clear attempt to confuse and upset a frail elderly woman.  Until the company either pays my mother's claim with a proper EoB, or explains why her long term care insurance contract language is being ignored, we will not be satisfied.  We wonder what percentage of CNA's clients become so frustrated with their delay and denial tactics, that they just give up and let the company keep their money in bad faith.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 08/14/2023

  As noted previously, we are unable to respond via the BBB due to privacy laws relating to protected health information and insurance matters being regulated by the Department of Insurance in the state where the policy was issued. 

  Customer Answer

  Date: 08/15/2023

  
  Complaint: 20461516
  
  I am rejecting this response because:  protected health information will not be needed to resolve our complaint.  Hiding behind HIPPA to avoid a simple discussion of contract language is typical of the delay and deny tactics used by CNA.  We have uploaded a page from CNA's latest mailing dated July 27, 2023 which clearly shows their acknowledgment of the policy home health care rider and No elimination period.  Yet my mother still has not been treated fairly.  She still has not been reimbursed.  My mother faces an uncertain future with additional health problems and a long term care policy that costs thousands of dollars yet doesn't pay.  She's frightened to pay for a policy that may be a scam, yet she's afraid to let the policy go.  She is 92 years old and has these financial worries while CNA executives earn millions.

  We have emailed, called, and sent overnight tracked USmail to the company, all with no response. CNA responds the same day to a query from the BBB.  Insurance companies should be required to provide data on what percentage of claims for reimbursement are abandoned because of these tactics.  For seniors with longterm care insurance, delay is the same as deny.

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

  Customer Answer

  Date: 08/17/2023

  My mother's complaint could very quickly and simply be resolved if BBB could facilitate a direct (email or text) interaction between a representative from CNA and me.  We recently (July 27, 2023) received yet another copy of my mother's long term care policy from CNA, so we are both reading from the same script.  If the representative from CNA would read the pertinent 2 passages and explain why they are being ignored then our complaint would end.  My mother is ill and undergoing chemotherapy for advanced disease and designated me, her son, as her legal representative.  As CNA is aware, the single payment sent to my mother is direct deposited in her account as will future payments, now months past due.  If this is a legitimate long term care policy, it's time to honor the terms of the contract.  If this is a scam that takes money from seniors then (mostly) refuses to pay until the seniors give up or go away, we will persist.

• Initial Complaint

  Date:07/10/2023

  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.

  My parents are 86-years-old & live in an independent Senior living center. My mother has declining dementia which my father is unable to manage alone. My parents have paid faithfully into CNA since 2002. Now that they need it, CNA has made it IMPOSSIBLE for them to collect anything on a regular basis. They made it almost impossible to speak to a human and when you did finally get a human after NO LESS THAN A 2-HOUR HOLD, they’d talk in circles and you really don’t get any answers. They LIED to me for months saying they hadn’t received my authorization form allowing them to talk to me so for 3 MONTHS, I called and called and called only to be told it hadn’t arrived. I’d send new ones and occasionally a call taker would find it but then told me I needed to call back in 10 days after it was uploaded into the system. I SAW EARLY ON WHAT CNA’S GAME IS. THEY MAKE IT TOO HARD FOR ANY SENIOR TO NAVIGATE WITH THE HOPES THEY’LL GO AWAY. When I finally took over on my father’s behalf, they conveniently couldn’t find my authorization form allowing them to talk to me. I finally found a message center at the very bottom of their portal and picked a random pre-written question and wrote an ugly message for someone to contact me or I was filing a law suit. Only then did someone contact me & I completed everything I needed to to begin as my parent’s paid caretaker. CNA called me a fraud and made me jump through hoops. Finally! They approved me but then had to start the 90-day elimination period WHICH THEY ONLY STARTED ON THE DAY OF MY UGLY MESSAGE. Months of holding and trying to get in touch with someone who would only give me the run around we’re wasted. I filed a complaint but it was denied. They do what they want and there is no recourse for them. Finally, two months ago my dad got his first payment. He got one more then they stopped. No explanation. I call & the run around begins again. I will spend the rest of my life telling everyone I can not to use CNA. Scammers. Thieves.

  Business Response

  Date: 07/24/2023

  CNA received the BBB case referral. Due to privacy laws relating to protected health information and insurance matters being regulated by the Department of Insurance in the state where the policy was issued, we are unable to disclose details to the BBB. However, be assured that CNA will respond directly to the complainant.

  Customer Answer

  Date: 08/05/2023

  I am preparing a letter to the Insurance Commissioner and will forward it to you as well. I am certain the letter CNA provided the same letter they submitted to the Oklahoma Insurance Department, which contains wholly inaccurate information. CNA is claiming I didn’t submit records showing I was caring for my mother beginning in July of 2022 AND is saying they hadn’t heard from me until January of 2023. The ONLY reason CNA finally had to respond to me was because I found a message portal on their website and picked a random pre-selected question to demand someone call me or I was going to file a law suit. After spending over 600 minutes on the phone holding or with a CNA call taker from July of 2022 to January of 2023, they finally spoke to me. During that time between July 2022 and January 2023, they said they couldn’t talk to me about my mother’s claim because they didn’t have a third party authorization form on file. I was told by two call takers during that time they had it but it hadn’t yet been uploaded and to call back in 10 days. That happened twice! I learned in February 2023 from a CNA manager they had my authorization form on file all along and had received it back in September of 2022. CNA sent letters to my mother with updates. My mother has dementia. Instead of talking to me, the cognitive one, they ignored me and refused to help me until I finally wrote that message on their portal. It was so apparent CNA did everything they could to wear me down thinking I would give up and go away. Most of their clients are elderly like my parents and could never have navigated what I went through. They won’t talk to you on the phone and only send letters with what I believe is the hope their elderly client won’t understand thus preventing the advocate from being able to file the claim on their behalf. 
  

  i will send the letter I am writing to the commissioner when I finish it. CNA can avoid having claims filed if they confuse their elderly clients and avoid talking to an advocate and that’s exactly what they did here. They are being dishonest when they say I didn’t provide proof of caring for my mother. I sent them a 1” thick packet of time sheets and proof of payment from July 2022 until January 2023. 

  Customer Answer

  Date: 08/05/2023

  I am preparing a letter to the Insurance Commissioner and will forward it to you as well. I am certain the letter CNA provided the same letter they submitted to the Oklahoma Insurance Department, which contains wholly inaccurate information. CNA is claiming I didn’t submit records showing I was caring for my mother beginning in July of 2022 AND is saying they hadn’t heard from me until January of 2023. The ONLY reason CNA finally had to respond to me was because I found a message portal on their website and picked a random pre-selected question to demand someone call me or I was going to file a law suit. After spending over 600 minutes on the phone holding or with a CNA call taker from July of 2022 to January of 2023, they finally spoke to me. During that time between July 2022 and January 2023, they said they couldn’t talk to me about my mother’s claim because they didn’t have a third party authorization form on file. I was told by two call takers during that time they had it but it hadn’t yet been uploaded and to call back in 10 days. That happened twice! I learned in February 2023 from a CNA manager they had my authorization form on file all along and had received it back in September of 2022. CNA sent letters to my mother with updates. My mother has dementia. Instead of talking to me, the cognitive one, they ignored me and refused to help me until I finally wrote that message on their portal. It was so apparent CNA did everything they could to wear me down thinking I would give up and go away. Most of their clients are elderly like my parents and could never have navigated what I went through. They won’t talk to you on the phone and only send letters with what I believe is the hope their elderly client won’t understand thus preventing the advocate from being able to file the claim on their behalf. 
  

  i will send the letter I am writing to the commissioner when I finish it. CNA can avoid having claims filed if they confuse their elderly clients and avoid talking to an advocate and that’s exactly what they did here. They are being dishonest when they say I didn’t provide proof of caring for my mother. I sent them a 1” thick packet of time sheets and proof of payment from July 2022 until January 2023. 

• Initial Complaint

  Date:06/09/2023

  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.

  My mother ***** ****** has been approved for maximum benefits for life under her long term care insurance policy due to her medical diagnosis from CNA since 2012 I believe. She originally had caregivers through an agency for 8 hours a day, but September of 2022 she required transfer to an assisted living facility. She didn’t like the initial facility and on Jan 4,2023 moved to her current facility. We have not been repaid one cent by CNA, they refuse to talk to me despite being my mother’s POA and they tell her total lies when she calls and confuse her. They keep denying the claims for reasons that don’t make sense and demanding more documentation, which we usually supply the same day. And then we resubmit all the invoices from when she started there, and they are all denied within 2 weeks. I was wondering why now sbd is there still anything misting like the explanation of benefits forms claimed. My mother called again today and they said they are “reviewing” the previously submitted documents and will be done by June 15. I need the checks in my hand by June 25th. They owe us over $50k. This company lost badly on these insurance products. But they are still obligated to honor the policy, even if it bankrupts them.

  Business Response

  Date: 06/26/2023

  CNA received this BBB case referral on 6/23/23, and has no record of receiving it previously. Due to privacy laws relating to protected health information and insurance matters being regulated by the Department of Insurance in the state where the policy was issued, we are unable to disclose details to the BBB. However, be assured that CNA will respond directly to the complainant.

• Initial Complaint

  Date:05/18/2023

  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.

  This claim is for my mother, **** ******** who is in a facility, ******* ***** ******** ** ***** ******** **. She has a policy for long term care with CNA certificate no. 9457-507720. The claim requires a 60 day waiting period after filing the claim. On 5-8-23 I was told that the waiting period ended on March 27, 2023. This would mean that the policy should pay the remainder of the month of March, '23, and the month of April '23. I was told on 5-8-23 that the policy should begin paying and that everything was provided that needed to be provided. Today, 5-18-23, no proceeds have been paid out. I called again and am now told that the documentation that was already acknowledged as been received, has now somehow not been received. CNA is doing everything they can to not start paying this claim. Just like some other complaints listed against this company, everytime I call, they tell me a different form needs to be supplied. All forms have been supplied to CNA.

  Business Response

  Date: 05/19/2023

  CNA received the BBB case referral. Due to privacy laws relating to protected health information and insurance matters being regulated by the Department of Insurance in the state where the policy was issued, we are unable to disclose details to the BBB. However, be assured that CNA will respond directly to the complainant.

• Initial Complaint

  Date:02/08/2023

  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 been trying for 3 months to get my moms claim processed and get a run around constantly. Every time I call I am told I need a different form and then receive letters that say documents are needed which is different than what the customer service representative says is needed. I have documented that documents sent were sent often as many as 3 times. Wait times to talk to a customer service representative if often over 50 minutes. No claims have been paid.

  Business Response

  Date: 02/08/2023

  The issue presented is regulated under insurance law. As such, CCC will be pleased to respond directly to the insured in a timely manner.

• Initial Complaint

  Date:01/23/2023

  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.

  My husband and I have both carried long term care insurance with CNA Group Long Term Care (taken out in 2000, through our employer, ****** ********). We are now 72 years old and retired. On December 21, 2022, CNA sent us each a letter, informing us that our premiums would be increasing 50% on February 1, 2023. My quarterly premiums would go from $640.36 to $960.53! My husband's increase was from $602.91 to $904.37. Our attempts at reaching CNA by phone were extremely difficult - every time was over 1 hour wait time. There is NO website to help us, and we needed to wait for "snail" mail to receive answers to our questions re: our options. My husband JUST received a mail answer to his questions today (requested in December!) with pertinent information influencing a costly decision we have to make before February 1, 2023. We feel that we are being pressured to make costly decisions too quickly, and an extension should be granted, due to the difficulty in getting guidance from CNA - there is no turning back on our decisions. Thank you.

  Business Response

  Date: 01/23/2023

  This issue presented is regulated under insurance law. As such, CCC will be pleased to respond directly to the insured in a timely manner.

• Initial Complaint

  Date:06/21/2022

  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 trying to get a long term care insurance claim covered. Been battling them for over a year. every time i get close, there is miraculous another document needed. or even better, documents that they said they already processed, are no longer there on the portal. complete and utter run around. this policy costs A FORTUNE and they are bound and determined not to pay a dime. its criminal.

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 8, 2022/07/08) */ Dear Sir/Madam, Continental Casualty Company ("CCC"), which is one of the CNA insurance companies, acknowledges receipt of your letter. This issue presented is regulated under insurance law. The details include data subject to the Health Insurance Portability and Accountability Act (HIPAA) as Protected Health Information (PHI). Due to HIPAA, CCC is unable to share PHI with the BBB. As such, CCC is pleased to inform you that a response was sent directly to the insured on June 6, 2022. Respectfully, Jon Litorja Regulatory Compliance Sr. Analyst [email protected] Ph# 312-822-2983