ComplaintsforCombined Insurance Company

• Initial Complaint

  06/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a Combined Insurance subscriber with two active accounts, accidental and disability, since 2009. On Jan 4, 2024 I suffered an injury resulting from a fall and ultimately leading to an ambulance ride to receive emergency care at a local hospital. Subsequently 11 days later I needed to be airlifted to a different state for follow up intensive therapies. I was hospitalized for more than 2 months with a spinal cord injury. I filed a claim which was received Apr 5, 2024, assigned as claim #******** along with all supporting documents of medical injuries. On April 23, 2024 I contacted Combined and the representative stated that the claim was received and that it was delegated the claims adjuster *********************. For the best results I should check my online account for current updates. Contrary to this contact no updates online or any attempts to contact me via phone and or email were ever received. May 6, 2024 as well as May 13, 2024 I called and both times I was transferred to the supervisor whom stated the claim would be escalated to *************, the claims adjuster for her to update the claim status and that someone would return my call within 48hrs. I never heard back from anyone. Again on June 6, 2024, I was met with the same dialogue, Your claim has been escalated to the department head and they have been notified to return your call within 48hrs. No reply by June 19, 2024, so I called back again and was routed to a supervisor that assured me that the claim was being escalated and that she was handling all the preparatory work to ensure things went smoothly and expeditiously as someone would be contacting me within 48 hrs. As of current June 25, 2024 there has not been any communication of any type led by Combined insurance. During the entire life of the policies, premiums have been paid and accounts have remained active.

  

  Business response

  07/03/2024

  Hello. Please find Combined Insurance's response for Complaint No. ******** attached.  Thank you.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Ive had a disability policy (# W1313865) with Combined Insurance, through my employer, since 2019. This policy is supposed to cover me in the event I am unable to work. I gave birth to my beautiful son in Feb 2024 and have filed claim #******** since April! I have not once received any sort of update on the status of my claim. Everytime I have called my claims adjuster is either on vacation, in a meeting, or is working on the claim. This is a bold face LIE!!! I recently called and was told my claim would be escalated to a supervisor. I refused to hang up and requested a supervisor immediately. How convenient for them that ALL supervisors are in meetings. This company is a scam. I feel like they are intentionally withholding payments to people because they dont have the funds available to pay claims out in a timely manner. I was out of work for over 3 months and while I was thankfully able to stay above water, I did have to shift funds around to make that happen. I am OWED this money that I have paid into for the past 5 years. It shouldnt take over 3 months to get a response. People shouldnt have to make a complaint on BBB to get a resolution when we are just trying receive some sort of communication. Im absolutely sick of all these companies taking advantage of individuals. We pay for insurance to protect us and when we try to use the benefit that we PAY FOR, we are treated poorly. I need a resolution to my claim IMMEDIATELY!

  

  Business response

  07/03/2024

  Our company's response to your office is attached.

  Customer response

  07/08/2024

   
  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

  06/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My father opened up a life insurance policy for me through Combined Insurance. In December of 2022 he passed, I was notified by his wife that there was this policy, that she had faxed them his death certificate and that I now needed to contact them and close the account. I contacted them, sent in my marriage certificate (Because the account was in my maiden name), the paperwork to transfer the account from my fathers name into my name, and a letter stating I wanted to close the account. That was all the paperwork they required of me. I confirmed they received this information and that I should be receiving a check for the balance in the account. I never received the check and instead received a bill for $1,988.35. I called the inquire why I was receiving this bill and they said they didn't have ANY of the above information on file. I have spend HOURS on the phone with this company trying to resolve this matter and they won't let me close the account or give me any form of resolution.

  

  Business response

  07/03/2024

  Hello. Our response for Complaint File No. ******** is attached. Thank you.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 28, I filed a claim with Chubb Combined workplace benefits after I had a fall. I have accident insurance through Chubb. It has almost been a month now and I have not heard anything from anyone about my claim, and when I call to inquire I get told the same thing, reach out to your claims adjuster. The problem with that is I dont have any contact information for the claims adjuster as no one seems to have that information to give me. Then they tell me they are reaching out to the adjuster and then come back and tell me they cant take my call and have escalated to a supervisor per my request. Yet I still have not hear from anyone. I should have known that this company was going to be an issue as when I originally signed up for the accident insurance it was thru allstate and witched to chubb after the new year, and it took 4 months for them to even give me my policy number. There websites dont work properly so I cant even sign in to view my policy documents. This company is ridiculous and something needs to be done.

  

  Business response

  06/28/2024

  June 28, 2024
  
  Better Business Bureau
  ***********************************************
  *****************
  
  RE:          YOUR ID # ********
  
  Dear BBB Customer Relations Representative:
  
  Thank you for your correspondence regarding your ID Number referenced above.
  
  ********************* has reviewed the customers inquiry to your office and the adjuster has contacted the customer directly by phone on June 19, ************ of the claim payment.  A follow up response letter was also sent on June 26, 2024- explaining the claim handling in detail and apologizing for any concern or inconvenience experienced regarding this matter.  

  As the release of policy information specifically regarding claims is strictly prohibited and it is our goal to protect all confidential information, we are unable to provide additional feedback to your office. Rest assured that this inquiry has been addressed.
  
  Thank you for contacting us.
  
  Sincerely,
  
  
  Combined Insurance Company of America
  Consumer Service Investigations
  Task ID #******  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been with Combined insurance since Ive been 18 years old, I am now 47, I have accidental insurance with them. I have submitted a claim, and provided them with all the documents necessary on 04/15/2024 I have yet to receive any word back or received any payment . I have emailed and called them 3 times and been told there will expedite it every time I call.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Been trying to file a life insurance claim and I keep getting told the same thing...that the adjuster is working on it and they will call me....I have not received One call back and I have not got any status update or anything. I just keep getting told the same thing that they need to review it and the adjuster needs more time. It's been since May 31st or something May 21st since I first filed and I think they accepted it June 6th. it is now the 13th of June and I still have not got any status update or anything. Just just the same thing that the adjuster is working on. It needs to review it but they don't need no documents. No further information but they're just not doing anything. It's should be a pretty simple thing, but as I read more reviews on this insurance company, it seems like they're not a good company to go through this was supposed to cover my grandmother's funeral cost and her funeral was 2 months ago already. I called literally every single day and never getting nowhere and never getting no different answer except the adjuster is reviewing. It needs more time and they'll contact me and they never do it's been like 21 days or something.

  

  Business response

  06/21/2024

  Our company's response to your office is attached.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently had to change my bank account information due to fraud and I had set updated payments for this my account #********. I made a payment utilizing their ************** on May 29, 2024 in the amount of $30.00 Confirmation #******* and was assured after been on the phone with them for approximatley an hour that my account would continue. I explained to them that their official website was not allowing me to udtate my banking information and they assured me automatic withdraws were in effect. I have been a customer over 17 years and 3 months and this is the worst service the company has had. Whenever you call the ***** be prepaired to be on hold for anywhere from 40 minutes to over 2 hours. On 10 Jun 2024, I discovered that my account was inactive... Great way to treat first responders or just any customers. At the current time I am still on hold with an operator for 28 minutes... I would like to a manager or supervisor that can actually resolve this issue. I would stay away from combined.... horrible customer service. ....

  

  Business response

  06/22/2024

  Hello.  Our response for this Complaint Case is below. Thank you.

  06/22/2024
  
  BETTER BUSINESS BUREAU OF CHICAGO                                   Entered directly into the complaint response portal
  ********************************
  ************;    IL    60611
  
  
  RE:         BBB Complaint Case No.:  21828399
  
  
  Dear Sir/Madam,
  
  Your ************** dated June 10, 2024, has been received and reviewed regarding the Complaint Case # referenced above.
  
  Please be informed that we have been in contact with our Policyholder regarding this inquiry. His policy is in force and is paid to its July 2024 due date. In our email to him yesterday, we re-confirmed the same,and asked him to reply to our email to let us know if he was able to successfully log on the self-service portal to view his policy information, but he has not yet responded.
  
  We hope our feedback will allow you to close this Complaint Case as resolved. If further assistance is needed, please let us know.
  
  
  
  Sincerely,
  
  Combined Insurance Company of America
  Consumer Service Investigations
  
  Task #: 303068

  Customer response

  06/28/2024

   
  Complaint: 21828399
  
  I am rejecting this response because this business customer service is horrible and beyond words.  I reached out to them & spend well over 1 1/2 hours on the phone going through about 4-5 call takers because no one knew what to do. Horrible customer service & worst experience ever..
  
  Sincerely,
  
  *************************

  

  Business response

  07/08/2024

  Hello. Combined's response for this rebuttal is attached.  Thank you.

  07/08/2024
  
  BETTER BUSINESS BUREAU OF CHICAGO                                   Entered directly into the online complaint response portal
  ********************************
  ************;    IL    60611
  
  
  RE:         BBB Complaint Case No.:  ********
  
  
  Dear Sir/Madam,
  
  Your follow-up correspondence dated 07/01/2024 has been received.
  
  Combined Insurance previously responded to the BBB via the online portal (on 06/22/2024) and to the Policyholder via email (on 06/21/2024) regarding Complaint Case No. ********, and although we have taken note of his additional comments, we have no further feedback to provide as ********************** has already been notified of this matter for review and appropriate action.  
  
  Thank you for contacting us.
  
  
  Sincerely,
  
  Combined Insurance Company of America
  Consumer Service Investigations
  
  Task #: ****** (Rebuttal for 306672)

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Put in a disability claim and they don't wanna paid

  

  Business response

  06/14/2024

  June 14, 2024
  
  Better Business Bureau
  ***********************************************
  *****************
  
  RE:          YOUR ID # ********
  
  Dear BBB Customer Relations Representative:
  
  Thank you for your correspondence regarding your ID Number referenced above.
  
  ********************* has reviewed the customers inquiry to your office and the adjuster has contacted the customer directly today by phone to discuss the claim- left a voicemail message on the claim status as well as invited to return call at the phone number provided for any questions. A follow up letter explaining the claim handling in detail was also sent today.  As soon as the information requested from the medical provider is received and the review is completed, our ***************** will contact and advise the customer accordingly.

  As the release of policy information specifically regarding claims is strictly prohibited, and it is our goal to protect all confidential information, we are unable to provide additional feedback to your office.
  
  Thank you for contacting us.
  
  Sincerely,
  
  
  Combined Life Insurance Company of ********
  Consumer Service Investigations
  Task ID #******

  
  

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We had an insurance policy with Combined Insurance (policy no. V1689578) that we canceled on April 17, 2023. A confirmation email from Combined stated that policy premiums wouldn't be collected any longer starting May 2023. Yet collection continued until December 2023. The total amount of overpaid premiums is 7x$169.34=$1,185.34.My wife called Combined several times (December 29, 2023; February 19, 2024; March 21, 2024; May 31, 2024) and the response has been the same all the time: the refund was requested but nobody was able to tell us if the refund check had been approved or mailed out.Today, I called as well and spoke to a supervisor named '****' (she would refuse to tell us her last name) and she told me the exact same story and that she would call us next week Thursday, June 6.

  

  Business response

  06/10/2024

  Hello. Please review the attached response for BBB Complaint ID No. ********. Thank you.

  Customer response

  06/10/2024

   
  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

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Chubb workplace benefits submitted an injury claim via phone for me in late December 2023. The supervisor that I spoke with confirmed that I would receive a check in the amount of $702. To this date, I have never received the check. I've called several times and I'm consistently being told that the representative I spoke with is no longer with the company. Every representative says they will expedite the information to a supervisor. The last time I called, (about 3 weeks ago) I advised that I would be contacting the BBB if I had not received payment.

  

  Business response

  06/05/2024

  Hello. Our response for Complaint ID No. ******** is attached for your review. 

  Thank you.

*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. ↩