ComplaintsforContinental Casualty Company

Commercial Insurance Services

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Initial Complaint
05/28/2024
Complaint Type:
Order Issues
Status:
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.
I bought a Long Term Policy from CNA going back to 2015 that pays nursing home coverage if disabled I became 100% disabled in 2017 & filed a claim I had waiver of premium on my policy that waives premium if disabled which I am I filed claims in 2023 & exhausted my annual benefit. Will refile in Aug 2024 I spoke to case worker in Nov 23 to do an review of my health. No problem She asked why I had not filed any claims lately & I told her my annual benefit was used up for 23 & I would refile in 2024 She said that made sense Come May 2024 I got as bill for over $ 2000 for past premiums due I called the 800 ******** said it was because I had not filed in a year. They said I needed to file 52 weekly reports to correct this I am a stroke victim. I sent them a statement I was under care for the *********** said not good enough & are cancelling my policy end of May. I needed to send 52 of their forms to them I asked for accomidation but they said no. I notified them verbally & in writing I am still under care.,I want my policy reinstated with -0- premium per the waiver of policy provision
Business response
07/10/2024
We will be responding directly to the consumer. We are unable to disclose details to 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.
Initial Complaint
05/01/2024
Complaint Type:
Customer Service Issues
Status:
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.
CNA LONG-TERM CARE INSURANCE Long-Term Insurance that has been paid into for over 20 yrs is not paying submitted claims. They have received all paperwork as requested since 3/5/24. They will not let me speak to any supervisor and all employees that I speak to DO NOT understand what they are talking about. I have read several other complaints and they sound exactly like mine. My 88 year old mother trusted this company and now it all sounds like FRAUD.
Business response
05/01/2024
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
04/24/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This is for long term care benefits from CNA. This is for my mother ***************************** policy #*********. I am authorized under her account. She is 92 yrs old. She was in the hospital 3/2/23 to 3/9/23 and in skilled nursing 3/9/23 to 3/21/23 at **************. I have been trying for months to get this adjusted. Each time the rep says they have the documentation and will have it relooked at. Each time they say that it is not included because she was not yet approved for benefits on those dates. They need to update the effective date to include those dates.
Business response
04/25/2024
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 response
04/25/2024

Complaint: 21620364

I am rejecting this response because it is not yet resolved. Their response said they would be in touch with me and I have not yet heard from them.

Sincerely,

*****************************
Business response
05/13/2024
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 response
05/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
03/14/2024
Complaint Type:
Billing Issues
Status:
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.
I talked to a phone rep in Jan. 2024. They transferred me numerous times. No one would take responsibility. Refer to my handwritten letter dated 1-17-24. ***** and shows successfully and they say never received - see letter from them dated 7-19-23 - states termination. Date 7-20-23 - this confirms my telephone conversation when I cancelled. We paid both ****** and Better s remainder(?)Refer to my letter dated 1-17-24.All I ask was that they refund the pro-rated premium for 71 days @ $2.43 per day or $172.53 as agreed to on the phone and per letter from the company.
Business response
03/14/2024
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
01/12/2024
Complaint Type:
Billing Issues
Status:
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.
CNA Insurance is trying to scam me out of money for a repair they should be covering. I have a legitimate claim and they are tying to hide behind a clause in their contract that states I must have "prior" approval for a repair. The issue is that I took it to the closest repair shop because my car was leaking oil and it was actively flowing out of my car. I took it to a reputable shop that was close by my house. In the midst of trying to figure out how my active family was going o get by with one car and how I was going to get to work for the next week, I forgot to call and ask permission for them to fix my car under the warranty I purchased for peace of mind. I have credit card statement of the cost as well as documentation from the repair shop on the cost. This is just a large company trying to take advantage of their customer and I'm not having it. Looking for the BBB to give the little guy a voice here!
Business response
01/17/2024
Due to privacy reasons, we cannot disclose details relating to this matter. However, we will respond directly to the complainant in a timely manner.
Initial Complaint
01/08/2024
Complaint Type:
Order Issues
Status:
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.
I have a workers compensation insurance policy through American casualty company of reading Pennsylvania. Policy WC429011185. The issue is Ive been trying to cancel this since Aug 2023. I can not reach anyone. Ive called and the numbers listed are not the company. I wrote and mailed a letter to cancel the policy and I havent received a response, nor has it been cancelled. I dont authorize them to renew the policy or withdraw funds to renew it but, I am concerned they will renew it because I cant reach anyone. My current work comp company needs me to cancel that policy because in ** it is against the law to have duplicate coverage. My goal is to cancel the coverage and get confirmation its canceled.
Business response
01/08/2024
Due to privacy reasons, we cannot disclose details relating to this matter. However, we will respond directly to the complainant in a timely manner.
Customer response
01/10/2024

Complaint: 21105160

I am rejecting this response because:

I have yet to be reached out to. No email or phone call/voice message.

*************************************************
Business response
01/11/2024
The Company will be responding directly to the complainant regarding the concern.
Customer response
01/11/2024

Complaint: 21105160

I am rejecting this response because:
I have yet to hear from anyone via email or phone or mail. All I want is proof the policy is cancelled, I've been trying to get this cancelled since Sept 2023. The phone numbers listed for American Casualty Insurance company -work comp go to another business. It is incredibly shady business practice. Please email me at ******************************* with a confirmation this policy has been cancelled. This should not be taking months to get done.

*************************************************
Business response
01/22/2024
Due to privacy reasons, we cannot disclose details relating to this matter. However, we will respond directly to the complainant in a timely manner.
Initial Complaint
01/04/2024
Complaint Type:
Product Issues
Status:
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.
Mother paid premiums into LTC for over 20 years. They send letters to confirm and it shows in the portal they owe $135,000 in back payments. They admit they owe the money but will not pay it. Contacted them 11 times in 6 weeks amounting to approximately 8hrs of time on the phone. I have been told it's a priority case but the person in charge of it is never available and never calls back. They won't allow me to talk to anybody else except said person because it's a priority case but nothing is happening. In the meantime my mom may be released from the facility due to m Non-payment.
Business response
01/08/2024
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
12/28/2023
Complaint Type:
Billing Issues
Status:
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.
My mom is a client of CNA long-term health care.************************** She has dementia so as POA I am working to get her reimbursed for her stay as a resident of Millcorft Independent Living in Assisted Living.I have made numerous phone calls, each time I speak to a different person. Although there is a case worker, when I ask, I have never been able to speak to her.Faxes have been sent, at least 5 times and I am told they aren't receiving faxes.I sent a FAX that had information for Sept, October and November.October was paid, September and November have not been paid. I am told FAX was never received.I am working extremely hard every month to get the money back that my mom has paid into for years.People are working from home.Who is accountable for incoming information via US Mail and FAXs?I hear dogs barking, and babies crying in my ear. I don't have any confidence in this company.There doesn't seem to be any accountability. No professionalism.This is a company whose clients are sick, elderly or both, they do not make this easy.
Business response
01/02/2024
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
11/27/2023
Complaint Type:
Service or Repair Issues
Status:
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.
My mother has lifetime coverage from CNA, but they are not paying. For the past 17 months we have been paying out of pocket for at home 24/7 care. My mother has been approved for care because of need. We did two consultations, via zoom, endless phone calls, an appeal at a very high cost. Every time I speak with someone from CNA (always a different person) I get different responses to the same questions asked. The first denial was in July 2022, because the caregivers were not "licensed"., they are certified. I did my due diligence in finding a licensed agency. These caregivers were recommended by the hospital so that my mom could be released to go home. Fast forward a year, made a new claim, was told that CNA contacted five licensed agencies, they were not able to identify two that could help. My father, in good faith bought into these policies, religiously paid the premiums, on time. Navigating the process is harrowing, confusing, filled with unanswered, or conflicting statements. I can't help but think CNA ************** predicates making money on the death of their clients, giving up, running out of money. It's a very troubling, moral, ethical business practice.
Business response
11/28/2023
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 response
12/01/2023

Complaint: 20921592

I am rejecting this response because :based on past and present experiences with this company, I very much doubt that they will contact me.

Sincerely,

**********************************
Business response
12/20/2023
CNA is in receipt of this communication and is working diligently to prepare a response.
Business response
12/21/2023
A response was sent directly to the insured on 12/20/23, and as we advised the BBB on 11/28/23 we cannot share data with the BBB that contains Protected Health Information. Please close your case. Thank you.
Customer response
12/21/2023

Complaint: 20921592

I am rejecting this response because CNA never reached out to me. Family solutions did, $10,000.00/year. Nope, already payed $319,000.00 for **************** aids to take care of my mom 24/7 and never was reimbursed from CNA. My mother passed December 5,2023.

Sincerely,

**********************************
Business response
12/28/2023
As noted previously,CNA will not respond directly to the BBB due to privacy reasons. A letter dated December 20, 2023 was mailed to the consumer.
Customer response
12/29/2023

Complaint: 20921592

I am rejecting this response because: CNA has not paid any amount for the 24/7 care for the past 17 months. Recently I have received numerous letter indicating that I can now submit hours for the recently approved caregivers. My mom passed on December 5, 2023, there have been no accrued hours as they are no longer needed. Again, I reject CNA 's response. This business is unethical in practice, in direct conflict of it's "mission". CNA is reprehensible , unethical in practice, morally irresponsible, predators on people who look to provide a secure long term care policy for their future.

Sincerely,

**********************************
Business response
01/02/2024
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
10/13/2023
Complaint Type:
Product Issues
Status:
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.
My mother, **********************, is an 88-year-old *** long-term care policyholder who has paid over $80,000 in premiums. Even though she meets the policy requirements, she has not received any benefits.In June 2023, my mother had a remote evaluation to determine her eligibility. The interviewer was insensitive, disdainful, and abrupt. For example, when my mother said she needed to use the bathroom, the interviewer berated her and discouraged her from taking a break. She asked t my brother to video my mother on the toilet and send it to her so she could evaluate my mother's ability to perform the Activity of Daily Living, "toileting." This was shocking and abhorrent, to say the least.Later, I called *** to complain, but never secured a resolution. The CSRs were unhelpful and dismissive. I spent over 2 hours on the phone, much of that time on hold.In the end, my mother was rescheduled with a more compassionate nurse. She was treated well and given a 6 month provisional approval. However, this means that she will have to undergo the evaluation process again in January 2024.***'s technical systems are flawed. I spent several weeks trying to submit care invoices through the *** portal, but the documents remained as "Pending." After calling *** multiple times, I was told *not* to use the portal; instead I should email the invoices. But, without notice, *** changed their email address!As of now, *** has still yet to process only a few invoices dating from July and it is October.. They are incompetent.I am requesting the following resolution:An apology for mistreatment during my mothers evaluation The rapid and accurate processing of ALL invoices submitted An accurate and up-to-date count of the days left in the elimination period An exemption from the re-evaluation of my mother in early January I am concerned that *** has an A+ with the BBB, despite the numerous 1-star reviews on your website. I would appreciate an explanation for why *** has such a high rating with the BBB.
Business response
10/16/2023
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 response
10/16/2023

Complaint: 20733530

I am rejecting this response because: 1) The business has not reached out to me, yet. 2) I have spoken to the company on the phone dozens of times and we have ended ** in this place where my mother is not receiving reasonable service as a client of this company.

Sincerely,

*****************************
Business response
10/18/2023
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 response
10/20/2023

Complaint: 20733530

I am rejecting this response because: I have not heard from the company and it has been a week. No offer to resolve anything has been made.

Sincerely,

*****************************
Business response
10/23/2023
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 response
10/24/2023

Complaint: 20733530

I am rejecting this response because: I have still not heard one word from CNA addressing this issue. It is as if I never lodged a complaint. The issue remans unresolved.

Sincerely,

*****************************
Business response
10/27/2023
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 response
10/30/2023

Complaint: 20733530

I am rejecting this response because: the response CNA is sending is clearly a generic response designed to look like they are rapid responders. They have not reached out to me and seem to have no interest in resolving the issue in the best interests of their client, my mother. I suppose I will need to contact the Attorney General for the State of ********.

Sincerely,

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

Business response
10/31/2023
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.
Business response
10/31/2023
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.

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