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Initial Complaint
12/16/2024
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.
CNA Continental Casualty Company Insurance issued a benefit 'paid to the order of...' to a deceased person listed on the account instead of the person authorized as administrator and 'Power of Attorney' (The living relative). In phone calls with support, they explained to us that a direct-deposit payment was attempted, rejected by the bank, then resent to the deceased. They said this was a 'special circumstance' as no applicable valid estate was listed. When asked about whether they notify customers of this type of thing they said, 'the check is the notification.' They also said that within their portal there is 'no option' to list a backup account or request "notification in the case of" when there is an issue with payment. In short, they did not reach out to the authorized person listed on the account following a payment issue with the account. Not good business practice! For reference, to be authorized to administrate the account, personal information including contact information is required. So, they have clear access to the information they need to notify their customers. There's no sense notifying a deceased person, if checks are the only notification, when you have perfectly good contact info available as a reference. They're reasoning for declining and reissuing a check to the authorized account administrator is that it would invalidate paperwork they filed with the ***. I don't doubt that, but was making a check out to the deceased really the next best option on CNA's customer support decision tree? They had clear access and documentation stating her deceased status. Now my family has to figure out how to establish new estate documents and tax forms to cash a check that should've easily been deposited into the account of the authorized person listed. Essentially a phone call or email. This process will now cost us time and money negating the value and purpose of the benefit provided in addition to prolonging the grieving process and closure for my family.
Business response
12/17/2024
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
11/19/2024
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.
My father went into hospice in November 2023 and we submitted a claim on his LCT insurance. They have repeatedly lost the documentation submitted to them by the ******* provider and as such claim he continued to owe premium payments. They repeatedly ignored their own deadlines for responding to my concerns and to a formal written appeal, and instead locked us out of his account. I want them to re-instate his account immediately, and to remove the inappropriate $298.94 premium charge that is not due.
Business response
11/20/2024
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
11/22/2024

Complaint: 22576846

I am rejecting this response because:
They have NOT contacted me as their response to you indicates. They have NOT reactivated the account. They have NOT responded to my voicemails.

Sincerely,

******** ******
Business response
12/03/2024
Ms. ****** has filed her compliant with the Department of Insurance. CNA will respond in writing to the Department of Insurance rather than via the BBB because the *** regulates insurance. Ms. ****** can also contact CNA directly and ask to speak with a supervisor if she has not already received her response.
Initial Complaint
10/22/2024
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.
I am filing a complaint against CNA Insurance/Continental Casualty Company regarding the mishandling of my insurance claim, excessive legal fees, unprofessional conduct by their appointed attorneys, and a lack of transparency regarding my policys Self-Insured Retention ***** obligations. --- Please read uploaded file, "BBB Complaint in Detail ********"
Business response
10/24/2024
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
10/28/2024

Complaint: 22462039

I am rejecting this response because: I need a specific time frame to receive a contact from the business. Specifically I wish to receive a contact with investigation status by 10/31/2024.

Sincerely,

****** ***
Business response
11/13/2024
As noted previously, the company is unable to respond to the BBB due to privacy reasons; a response will be provided directly to the complainant.
Initial Complaint
08/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I've been trying to get $2460 refund issued for a year. 2 checks for 1/2 of the refund each go to 2 addresses, 1 in ******* and 1 in *********7/17/23-refund check sent to Estate of my mother at the address of my father (policy holder). She died in 2005 and he died in Sept 2024 before taking action.10/16/23-Sent small estate affidavit with clear contact info. Recipients of money would be my brother and me.1/4/24-Called; ******* said W-9s needed. CNA sent note to my deceased father with request, so it was never received. W-9s were mailed that day. 2/9-Called and told that they did not have W-9s. I resent them.2/27-Spoke with *******. Told me a single check was sent to 1 recipient on 2/21. She would put a stop/reissue with appropriate split btwn 2 recipients. Original mailed on 2/21 never arrived.3/28-Spoke with ******. Was told 2 checks were mailed out on 3/1, but they were never received. She placed a stop/reissue. Neither set arrived.5/1-Spoke to Eriselly. Told checks were mailed on 4/2, but they never arrived. She put a stop/ reissue. They never arrived.6/18-Spoke to *****. Told checks went to my father's defunct address and were returned. Then told that they were mailed to the correct addresses on 5/6. Never arrived. She put a stop/reissue request. She was sympathetic, yet told me CNA had no way to ***** checks. 7/15-Spoke to ******. Told one check was mailed to 1 recipient but check to me wasn't issued, so she would escalate.7/16-Received call by ****** in Resolutions. Was informed check was sent to 1 recipient on 7/9 (but as of 8/12 it still has not arrived). She told me she would put my check on priority and I would get a call back within 24 hours. No follow-up contact was made, no checks arrived.7/30Left a message for ****** in Resolutions. Received no response. No checks received.
Business response
08/27/2024
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
08/27/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. Both checks were issued on August 23 and delivered ***** just hours ago to one of the two designated addresses. We will arrange delivery of the second check to the correct address. While this still shows a lack of attention to details, this resolution is satisfactory to me.Thank you for your assistance.

Sincerely,

***********************************
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.

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