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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/29/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am being charged an installment fee, even though my invoice was paid in full. Basically, I'm being charged for the "service" of being sent a digital invoice. I reached out to the company and they were not helpful at all; they told me "even though it says installment fee, it's really an invoice fee. That's what we do." This should be illegal.
Business response
03/29/2023
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
03/27/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Mother passed away Jan 10, 2023 with a LTC policy with CNA Insurance. Certificate of death was emailed and received by company on Jan 16th. **************** Rep told us check for $77, 545.17 would be mailed within 3 week. Called back on Feb 14th, was told that check was not sent (slipped thru the cracks). Estate should receive check within 3 weeks. Called back on 3/14 and told the ************* Manager would call by ***, 3/17 but received no call. Contacted **************** on 3/20 and explained problem and notified them that we have made a complain to our US Senator about their service. They assured me that someone would call by Wed, 3/22. Now it's Mon, 3/27 and still no call. Contacted CNA twice this morning and have been on hold for an hour waiting for a ************* Manager to pick up. Appears that CNA is purposely dragging their feet regarding paying this claim. It has now been 10 weeks since they received the death certificate and CNA confirmed this morning that no check has been processed and they could not explain why. The policy number is *********. Reaching out to BBB to see if you can assist in getting a death benefit claim check processed. ThanksBusiness response
03/27/2023
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
04/02/2023
Complaint: 19856978
I am rejecting this response because:I was able to reach a supervisor at CNA later in the day on Mar 27th who stated the Return of Premium check would be mailed on Tuesday, Mar 28th and he would call and provide the check ID number. It is now April 2nd and I have not received a phone call with the check ID nor have we received a check.
Sincerely,
***********************Business response
04/06/2023
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
04/07/2023
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,
***********************Initial Complaint
03/08/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
My mother who is now deceased has a Long Term Health Insurance Policy through CNA Insurance, Policy *********. They have been uncooperative in follow through on claim paperwork to the facility in order to collect payment on an expense. I have contacted them several times and each time I am told that they will reach out to the long term care facility. CNA has the contact name and phone, plus fax number of the long term care facility. In follow-up, a person cannot talk to the same person each time and there is not a supervisor available.Any guidance from the BBB would be appreciated.Business response
03/09/2023
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
02/21/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
CNA ************** Insurance Certificate # *********** Claim #********** Insured: *********************************** ********************************* has been diagnosed with dementia and an inability to perform activities of daily living without assistance (bathing, dressing, and eating). In May 2022 she began receiving ADL care via Home Instead (an in-home provider) and a claim was made and approved by CNA. Ms. ********** POA, a voided check and checking account information were provided to CNA. September, 2022 she was moved to *************************** located at ******************************************************************** 75006.CNA has acknowledged that Ms. ********** claim is valid and that the waiting period has been met. ********************** received an EOB and a ****-LTC for 2022 purporting to reimburse her $2210 in December 2022. More recently she received an EOB dated 2/13/2023 reflecting another reimbursement of $4030. None of these amounts have been paid to/received by **********************. I have made numerous attempts to contact CNA regarding these reimbursements which now totals $6240. CNA customer service agents have ADMITTED that the reimbursements were sent to the wrong ACH account. They have also admitted that CNA did receive Ms. ********** voided check and routing/bank account information. One CNA representative told me to wait 10 business days, and this would be resolved. I called back and it still not resolved. I called again on 2/16 and the agent said she would escalate it to her supervisor, that she saw there was an error and that it should be corrected by 2/20/2023. I just checked Ms. ********** bank account, and NO FUNDS have been received to date. I am seeking assistance in obtaining the funds due **********************. Thank you, *****************************, Esq. *** ********Business response
02/22/2023
Good afternoon,
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.
Thank you,
CNA
Customer response
02/23/2023
Complaint: 19445760
I am rejecting this response because:They are just ignoring this complaint under the guise of privacy laws. I am the daughter of ********************************* and also an attorney. The complaint does not relate to whether there was coverage. Coverage was accepted as the *** reflects. The complaint here is 1. a refusal to correct their error and remit the benefit already agreed to--to remit funds to the correct bank account and 2. poor customer service in never being able to reach any employee who is willing to be accountable for and correct their error. One cannot say that they have met their contractual obligation when they admit coverage but fail to remit these amounts to the correct bank account. The extent of a "response" has been to refer my letter back to the same 3rd party administrator who has not taken ownership of this error. Thus, I am rejecting their response.
Sincerely,
*****************************Business response
03/02/2023
CNA is acknowledging receipt of this communication. We will respond directly to the complainant in a timely manner. Thank you.Initial Complaint
11/15/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I cannot get a hold of the company after they sent me a letter to tell me to call them if I had any questions. When I call, I get a recording and no one calls back.Business response
11/16/2022
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 confidentiality and privacy laws. CCC is therefore unable to share the information with the BBB.
CCC will be pleased to respond directly to the insured in a timely manner.
Respectfully,
*********************
CNA Insurance
***************
Ph# ************Initial Complaint
09/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My car was rear-ended by a client of CNA on Jan 28, 2022. First of all, CNA's agents were hard to reach. It took me some time to find out the right person who handled my case (#E2G45037). When I finally spoke to *****, who handled the injured part, she offered me $500 for my inconvenience. I was injured, not seriously, so I accepted this offer. I was told to wait a mail of some kind of duty release form. But I never receive any document or check after 8 months since the accident. I called too many times, from early morning, to noon, to afternoon since we live in different time zone, but all I got was voice mail. I left messages, wrote emails, but no luck. She did not reply any of my messages. I don't want to believe she changed her mind and wanted to save $500 for the corporation, but what else reason could be? Please help me in this tragic year, $500 really means a lot to me. Thank you very much.Business response
09/29/2022
Dear BBB,
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 confidentiality and privacy laws. CCC is therefore unable to share the information with the BBB. CCC will be please to respond directly to the insured in a timely manner.
CNA Consumer ServicesCustomer response
10/07/2022
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
08/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My 85 year old Mother has been paying on this CNA ************** policy for over 25 years. After emergency surgery back in December, she lost her short term memory & has to walk with a ****** within arm's length of a caregiver. Due to this she requires a caregiver during the day so that I can continue to work to support our family. We put in a claim for long term care assistance with all of the documentation that they required. Our policy states to be eligible, a *************** Care Practitioner must certify that care of services are required because you are Chronically Ill. Chronically Ill is defined as Certified by a *************** Care Practitioner as: 1.Being unable to perform (w/o Substantial Assistance from another individual) at least two activities of Daily Living for a period of at least *********************************************** 2.Requiring Substantial Supervision to protect Yourself from threats to *************** due to Severe Cognitive Impairment. We submitted a letter from my Mother's Neurologist stating that due to changes in cognition, she now requires around the clock supervision & support with daily task & is currently necessary for her daily care & the nursing assessment from ****** Home Healthcare where they had come out for over two months after her surgery to do physical therapy, assessments, etc. & determined that she does need help with more than two daily activities & also that she can't remember to eat or take her medication. A letter of 3/29/22 denied claim based on the nursing assessment even though we had the letter from the Neurologist. We appealed 5/2022 & submitted something more from her Primary doctor. Then 6/21/22 CNA requested medical records from the ********************* back to 7/2021 & asked us to sign the release for the doctor. I called a week after sending the release back to ********** had not submitted to doctor. My mother is paying out of pocket for care since Jan.& when I call, CNA says they are still reviewing.Business response
08/16/2022
Dear BBB,
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 confidentiality and privacy laws. CCC is therefore unable to share the information with the BBB. CCC will be please to respond directly to the insured in a timely manner.
Respectfully,
*********************
Regulatory ******************************** Compliance and Government RelationsCNA Insurance
151 ******************************************************************************************* 60606
Ph# ************Initial Complaint
07/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was involved in a motor vehicle accident with a party who had *** insurance with this company for their vehicle. Short version LEGALLY I would be considered at fault. My insurance settled with them but it was not enough to cover what they owed on that car. They were upside down in it. This is the purpose of *** insurance and they have refused to pay the *** amount.Business response
07/28/2022
************ acknowledges receipt of your letter. The issue presented is regulated under insurance law. For privacy reasons, we are unable to share this information with the BBB. We will respond directly to the complainant in a timely manner.Initial Complaint
07/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
June 14 2021 i was freezing on a job in *********** **. Working as interpreter for ********* *** offenders on break 2:30 i drove to ******* at resort plaza to get a sweater. While exiting the plaza at the main entrance a very large red work truck was in front of me at the red light , waiting for light to exit the plaza , I was behind him .. In my 2007 Saturn sky convertible , the red truck put his truck in reverse hit gas pedal and starting backing up , I laid on the horn .. he immediately made impact NO brakes he had a tow hitch which went through my bumper and his truck bumper made impact with center of my hood bending my hood and my entire hood leaned to the right. The driver approached exchanged insurance info I said they don't make this car anymore , he said Dont worry gave me his company safety name number said he will take cafe of it Dont worry .Cna insurance they do not answer the phones you leave messages they call weeks later , was not normal very difficult company . I took car for first estimate they gave a rough estimate w supplements bit could not find any parts .I then found another body shop said to total my car kool ray .. could not find parts CNA sent appraiser to my home she said she had special access would try to get parts , said can adjust hood i said No its hood is bent showed her sent her pics and leans to the right also hood is pressing on something and is noisy she did not know how to open hood asked my husband and said oh it just needs tightening and adjustment, i said No hood is bent truck hit tip its bent find parts hood and bumper thats what it needs She then said she said found parts . I set up car to be fixed ********* may 16 told them cna to have parts at Koolray so he is not waiting for them . Took my car may 23 They did not send parts did not communicate timely ever ! now they say we don't think truck damaged hood. Wrong My car has been there no parts they called him said no more supplements, help fix all damageBusiness response
07/13/2022
Transportation Insurance Company (CNA) acknowledges receipt of your letter. Due to privacy concerns, CNA is unable to share information regarding the claim with the BBB. As such, CNA will instead respond directly to the complainant in a timely manner.Initial Complaint
06/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased a ************** Insurance Policy from CNA (Continental Casualty Company) back in **** for my husband and myself. This policy also includes the Shared Advantage Rider which provides an additional 3 years of coverage for either one of us if needed. My husband has been in a memory care/skilled nursing unit for 3 years and in August the initial 3 year policy will be paid out and we have filed for the Shared Advantage Rider. The issue is that CNA is now saying that they have no record of the extended policy that we have paid premium on for 21 years and continue to pay for. When I call them they hang up and when they aren't hanging up on me they tell me there's no record of this. I have provided them the Declarations Page and even the letters that they have sent me showing where we have this coverage. I am **************************************************************************************** getting them to stop with this run around and pay what is owed.Business response
06/06/2022
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 will be pleased to respond directly to the insured in a timely manner.
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Get a QuoteCustomer Complaints Summary
40 total complaints in the last 3 years.
11 complaints closed in the last 12 months.