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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
07/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
i have a critical care policy t8394983 and a claim no. ******** which covers heart attack ,kidney failure, heart surgey and other major medical conditions. on march 10 i had a heart attack and went to the hospital had ***** replaced that nite and kidneys shut down i a porta cat put in that nite also i spent 31 days in the hospital my wife filed a claim in late march we did not hear from combined until may and we emailed them was told it was under review. did not hear anything again until july was told the claim was denied we contacted them and said we were going to appeal were told that an ajuster would be in contact to let us know what more information they needed no one contacted us a few days later we were told it was under review it has been 5 months and still no comutation i have been paying on this policy for 15 years i want them to pay me my money which is ***** but can not get any satisfation on the **** site it says claims are paid 10 to 15 days of course thats not true. i have a ****** dollar hospital bill i need to get paid thankyou
Business response
08/06/2024
August 6, 2024
Better Business Bureau
**************************************************************************************
RE: YOUR ID # ********
Dear BBB Customer Relations Representative:
Thank you for your correspondence regarding your ID Number referenced above.
Please be advised that our ***************** has reviewed the customers inquiry to your office. We would like to note that the customer also contacted the ** Department of Insurance (DOI) regarding the same issue. The adjuster contacted the customer by phone on August 2, 2024- left a voicemail message advising of the claim payment. A follow up response letter was sent to the customer on August 5, 2024, explaining the claim handling in detail and apologizing for any concern or inconvenience experienced in this matter. We responded directly to the ** DOI regarding the related inquiry.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 #******Customer response
08/06/2024
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
07/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On June 7, I applied for life insurance on June 10. I went back to the agent to cancel. He told me he canceled it. He took my social did some typing on the computer and says its canceled June 13th they took out $57.61 out of my account and I told him I want it canceled, Im getting a lot of runaround And would like my refundBusiness response
08/07/2024
Our company's response to your office is attached.Initial Complaint
07/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ******************************* have been waiting for a claim to be processed since December 20, 2023 and now other claim from July 10 2024. I have been very patient waiting for a response they say claims are being processed every 7 to 10 day and I have been waiting for almost 8 months. I call them once a week and get nowhere with them they tell me the same lie each time I call. I wish they would follow their policy to keep their customers from not feeling like they are a fraud company. I pay every month on time out of my account and they have no problems accepting my money. Thank you *******************************Business response
08/07/2024
Our company's response to your office is attached.Customer response
08/10/2024
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
07/25/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My husband and I have two short-term disability policies with combined insurance. My husband had surgery on April 1, 2024. We filed a claim on April 8, 2024. We have given them all of the paperwork they have requested from doctors, etc. I have called them multiple times and have not received any check yet. Every time I call them, they state that they will expedite my claim and get back to me. The only correspondence I have had with them is through the mail. They always say they will send me an email or to check the portal to see updates. But those things never happen. I am so fed up with paying premiums and never receiving any kind of information on my claim , I have even asked to talk to the adjuster, but he is conveniently never available. They will not give me his name phone number or email address. I have never had a company not reach out to me personally about a claim. I have had to call them every single time . This insurance is supposed to help when you are off work and cannot pay bills. It has helped me in no way.Business response
08/02/2024
Hello. Combined Insurance's response for BBB Complaint ID # ******** is entered below for your review. Thank you.
August 2, 2024
BETTER BUSINESS BUREAU OF GREATER Entered directly into the online complaint system
******* & NORTHERN ILLINOIS INC
************************
SUITE 2000
************; IL 60601
RE: BBB Case No. 22044020
Dear Sir/Madam,
We are writing in response to your correspondence regarding the BBB Case Number referenced above.
In response to the Policyholders/Inquirers statement that she and her Spouse have two disability policies with Combined Insurance, please be informed that she is mistaken. The Policyholder, who is also the Primary Insured, carries one disability policy and one accident/sickness policy with Combined Insurance. Coverage is provided for both the Primary Insured and her Spouse under each policy.
The inquiry to your office is claim related.As claim information is classified as confidential, we are unable to release details of the claim to your office. Instead, our **************** was contacted regarding this matter, and their response letter was mailed to the Claimant at the address on file today. Based on the feedback we ***************** Investigations CSI)) received from Claims, the Adjuster contacted the Claimant (by phone) on July 31, 2024, during which he was notified that benefits were paid.
As it relates to the Primary Insureds desired resolution of wanting a refund, a refund is not warranted for these policies because each contained a thirty day right to examine period which gave the Policyholder enough time to thoroughly review them and determine if they were suitable for their insurance needs. If not, the coverage could have been cancelled within the first thirty days of the effective date and a full refund would have been issued. This means the policies would have been terminated from the very beginning.As both policies have now been in effect for over nine months, no refund is due.Also note that since benefits have been paid, no refund is due.
If additional assistance is needed, our ************** Representatives are available between the hours of 7:30 AM and 6:30 PM Central Standard Time, Monday-Friday by dialing the toll-free phone number shown at the bottom of this page.
Thank you for contacting us.
Sincerely,
Combined Insurance Company of America
Consumer Service Investigations
Task #: 320380Initial Complaint
07/25/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
My husband *********************** dob 3-14-1971 has a disability policy that we filed a claim for back in April. We received one email and one letter on April 30th saying information was received. I have called at least 8 times trying to see where our payment is or what the hold up is. Every single time I get transferred 3 or more times to only be told that they will escalate the claim. Everytime Ive requested a call back and gave them my phone # but I never get a call back! Very very frustrated!!Business response
08/07/2024
Our company's response to your office is attached.Customer response
08/12/2024
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
07/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had an insurance policy with this company and they are supposed to pay me for injuries treated by a doctor. I had surgery and an overnight stay at the hospital that should have been paid for the date of ******* of *** 26, 2023, also February 9, 2024 and April 22, 2024 and all three of these claims were either closed with no payment or denied even though the policy stated that I was do payment for all of these. I have tried tirelessly on my own to get payment which is in the thousands of dollar range but no one at this company seems to care and no one knows how to do their jobs.Business response
08/01/2024
August 1, 2024
Better Business Bureau
**************************************************************************************
RE: YOUR ID #********
Dear BBB Customer Relations Representative:
Thank you for your correspondence regarding your ID Number referenced above.
Please be advised that our **************** has reviewed the customers inquiry to your office and the adjuster has contacted the customer directly. On July 31, 2024, the adjuster called the customer advising that the **************** is still awaiting additional medical records for review of the claims. A follow up letter was also sent today, explaining the claim handling in detail and that as soon as all the requested medical records are received and reviewed, the **************** will contact the customer directly and advise of the determination on the claims.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 Insurance Company of America
Consumer Service Investigations
Task ID #******Initial Complaint
07/17/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Have been a Combined customer for over 30 years. Filed a claim in February that has partially been paid. For the last 6 weeks, I have called and spoke to a claims supervisor. All I keep getting is that they will escalate this claim to the adjuster. I call once a week for the last 6 weeks to get the same answer. The claim is supposed to be handled within 10 business days. They sure don't have a problem collecting my premiums every month. I've contacted the claims supervisor supervisor and the escalation department supervisor which I get the runaround.Business response
07/24/2024
Hello. Please find Combined's response for Complaint ID No. ******** attached. Thank you.Customer response
07/24/2024
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
07/14/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been a combined insurance client for many years. Recently, I have had problems getting my benefits due to my injuries. On April 14, 2024, I twisted my ankle/foot (accident) and was in severe pain, so bad I could barely put weight on it. I went to urgent care on April 16, 2024, and had x-rays performed, thank God no fractures or broken bones as they could tell but suggested a CT or MRI scan and to talk to my PCP. I did as suggested and was referred to an Orthopedic who had me schedule an MRI. I scheduled an MRI and the MD discussed the findings with me and I was shocked. I then file all required documents on my accident claim on June 20, 2024. Every time I have called my claims adjuster is either on another call or will call me or working on my claim which never happens. This is a bold face LIE!!! I recently called and was told my claim would be escalated to a supervisor and the representative also stated he will personally make sure it's put as an emergency (really). I then ask to speak to a supervisor immediately but they are always busyor working on my claim or will call me back. I feel like they are intentionally withholding payments to people because they don't have the funds available to pay claims out. I have been out of work for months and I am barely making it and no payments have been made. After I submitted my first claim after 4 months they denied it stating they paid the maximum benefits in 2011. My policy states due to any accident on or off the job I would get benefits paid of ** amount dollars and I have not received any payments as of yet which I should have. I feel they are trying to deny this claim as well. Something has to be done about this company it's not right what they are doing to all of us. I am so stressed out and depressed because I can't receive my payments and I am having a hard time paying my bills.Business response
07/23/2024
Our response to your office is attached.Initial Complaint
07/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
This company has been taking money out of my account for the past three years, my wife is deceased and I am still being charged.Business response
07/20/2024
Hello. Our response for Complaint ID ******** is attached for your review. Thank you.Initial Complaint
07/09/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am writing this email very upset as I hold three policies with Combined Insurance as of July 9th, 2024. Policy numbers V2756945, W1644170, and W1641243 in which two are paid out until next year 2025. My reason for this email is several reasons one I suffered another *** on 06/23/2024 the last one occurred 11/08/2021. My claims representative denied the claim stating they don't cover for a reoccurrence according to my policy. I have requested numerous times a copy of the original policy, being as though I went from a group to individual from my old employer at ************. Still as I am writing this email haven't received it to know what my policy covers. Also, I have a hospital indemnity plan that I purchased from one of your agents that I submitted a claim for my second *** and your representative stated that I needed to submit more information when I submitted a detail itemized bill from the hospital stating the procedure codes, diagnosis and dates of service.I am aware that everyone on this email doesn't handle or participate with this level of policies, but I was wondering if you could forward this to someone in your team to help assist me with this.Thank you for taking the time to read this email and my contact information is listed below.Business response
07/19/2024
Hello. We are uploading our response for BBB case # ********. Thank you.
07/19/2024
BETTER BUSINESS BUREAU OF CHICAGO Uploaded via the complaint response portal
*********************
SUITE 2000
************; IL 60611
RE: BBB Complaint Case No. ********
Dear Sir/*****,
Your correspondence dated 07/10/2024 has been received and reviewed regarding the Complaint Case No. referenced above.
The inquiry to your office is related to a claim. As claim information is classified as confidential,we are unable to release details of the claim to your office. Instead, our **************** was contacted for a response to the Claimant regarding the concerns outlined in the inquiry. Claims responded to the Claimant in writing on today (07/19/2024). Our Claimant should receive their correspondence within seven business days.
Thank you for contacting us.
Sincerely,
Combined Insurance Company of America
Consumer Service Investigations
Task #: 313456
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311 total complaints in the last 3 years.
131 complaints closed in the last 12 months.