ComplaintsforCombined Insurance Company

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Initial Complaint
07/08/2024
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 called the Combined Insurance company to receive a copy of all my payments and a copy of my insurance policy. I called in the summer of 2023 to see what I can do to stop payment as my policy is paid out. I was told if I stop making payments my policy will no longer be valid. Also I ask if I cancel my policy that I will only receive $3,000 back. I have a ****** life insurance policy ad have paid more than the $13,000 and ask for payments to be stopped since I have paid out my policy, At the moment I have paid about $85/month since 2010. I have now paid more money than the policy is actually worth. I would like to stop making payments and be paid out the amount that has gone over the $****** value of the life insurance policy. Also I would like a copy of my policy and payments maid as there is an auto- deduction from my bank account.
Business response
07/19/2024
Hello. We are providing our response for BBB Complaint Case No. ********. Thank you.
Initial Complaint
07/08/2024
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.
I dont as in an auto accident in 4/2023. I forgot I had this policy and filed for payment 4/2024. I was out of work for over three months. My dr listed me as partially disabled because he thought I had a desk job. Im self employed so i didnt need a dr a note. Combined is denying the claim because the Dr said partial disability. However the policy doesnt state full disability anywhere for approval. It just states not able to do all of your work. Which I was not able to do. This company is deliberately delaying payments and denying claims. They should be ashamed of themselves. I also have had to call over 12 times to no avail. I requested a supervisor 5 different times with no response. The first time I spoke to the actual claims adjuster. He told me he didnt have an email that I could email him. Which was a total lie. All I want is to be comp basted for a policy that I paid for in a timely fashion.
Business response
07/19/2024
Our response to your office is attached.
Customer response
07/22/2024

Complaint: 21958817

I am rejecting this response because:
you have not addressed the complaint on the wording of partial disability vs full disability.
Where in the policy does it state you need to be fully disabled? It only stated unable to do all of your daily activities. Being partially disabled you are unable to do all of your daily activities.

Sincerely,

*****************************
Business response
07/29/2024
Our company's response to your office is attached. Our **************** is mailing a separate letter to our insured.
Customer response
07/30/2024

Complaint: 21958817

I am rejecting this response because: the language you are quoting is incorrect. Wording should be any not all. As I was not able to do all of my duties.

Sincerely,

*****************************
Business response
08/05/2024
Our company's follow-up response to our insured's rejection is attached.
Initial Complaint
07/08/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I filed a claim with CHUBB for 2 separate policies on March 7th. I have gotten the run around since then on both policies. My first claim was for a hospital satay which i was covered . I called everyday for 3MONTHS and was constantly told your claims manager will call you back or we have expedited your call . Once i finally was able to speak with someone i was told i would receive an email with a link for direct deposit . Said link was NEVER sent over 10 times of being told that . After being persistent and calling EVERYDAY I finally was paid out for that claim via a paper check ! My second claim is for short term disability which was filed in March as well . I am still currently out of work and have not receive a word or a ***** from them . I am being told the same exact thing someone will call you . This has caused extreme financial hardship and with my already declining health , has caused unnecessary stress that has caused my condition to worsen . I also was told via phone that my policy was canceled ! When i asked why and what i can do to reinstate, ** again told time and time again someone will call me back . I dont know what to do at this point and the stress that it has caused my family is unimaginable. While i sit here trying to get better so i can someday return to work , all i do everyday is be on the phone for HOURS waiting for an answer from CHUBB and no one seems to know anything. This seems like a scam and i am completely disgusted on how they can do this to anyone who has paid their monthly premiums to make sure they are covered in a case of an emergency like myself .
Business response
07/18/2024
July 18, 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. The adjuster has contacted the customer directly by phone on July 12, 2024, regarding the claim status. A follow up response letter was sent on July 16,2024- explaining the claim handling in detail and advising that as soon as the requested medical records are received, they will be reviewed for benefits and the customer will be advised 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. 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
07/22/2024

Complaint: 21958439

I am rejecting this response because: the adjuster did call me , but i have told her MULTIPLE times where the request for medical records must be sent and she continues to send it to the wrong doctors/address. Then when i call to check if it was sent , she acts like she has no idea what Im talking about. As if her annd i did not have an entire conversation anout it over the phone . Also, why are you just now requesting records when my claim was filed in March! Why didnt anyone reach out earlier to tell me they did not get a response from the doctor. And there is no way to call your adjuster directly , it takes like 3/4 weeks for her to get back to me Everytime i call !

Sincerely,

*********************************
Business response
07/29/2024
July 29, 2024

Better Business Bureau
***********************************************
*****************

RE:          YOUR ID # ********

Dear BBB Customer Relations Representative:

Thank you for your follow up correspondence regarding your ID Number referenced above.

Please be advised that our ***************** has received all the required information and completed the review. The adjuster contacted the customer directly by phone on July 26, 2024, and left a voicemail message advising of the claim approval and payment. A follow up response letter was sent today-explaining the claim handling in detail.
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
07/29/2024

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
07/08/2024
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.
My husband *************************************** life insurance policy purchased 4-13-1994 in effect to his date of death on 3-15-2024. Filed claim online and faxed additional paperwork 4-8-2024. I have called at least 8 times and get the same response. " All documents recieved". I have been promised these responses each time, (they will expedite, a call back from the phone representative, a call from the adjuster) and not one of these promises were kept. The online portal has never even been updated and still just says web submission incomplete, therefore it is unusable for me. After 30 years of being a customer with multiple policies you would think I would receive better service. Very disappointed, and no way to pay my husbands debt and funeral expenses.
Business response
07/18/2024
July 18, 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 contacted the customer directly by phone on July 15, 2024- advised of the claim payment. A follow up response letter was sent on July 15,2024, and another letter was sent on July 16, 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
07/05/2024
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.
I purchased accidental and cancer policy and have had to file to claims and its suppose to take 15 days to receive payment but Ive had to call on a daily basis with no avail until I finally got a hold of the agent that sold it to me and he made one phone call and I got paid right away but all other follow up additional claims added like visits etc I had to continue calling, took over a month to get a response and no one including supervisors have ever returned my calls for update or updates on the website. They claim constantly that they are assigning an adjuster after even 10 days and yet I hear the same story and excuse but god forbid when its time for my payment they take it on time and right away. seems all they want is to take your money and not pay out. I read a lot of reviews on this after I had purchased it and all the complaints are the same stating theyve never even received payment. This is bad business and Im still trying to get a hold of them about my latest claim and I know its not **************************************************** that its not 15 days it could take weeks/months theres no accurate timetable she said which contradicts what all ******************************************** Lies! She tells me that theres no estimated date ever so somebodys lying or theyre not training employees correctly or the supervisors as well no one ever gets back to us and my boyfriend , filed a follow up Claim last office visit in April and hes been calling and yet hes not received a phone call back. Hes not received payment and its only $50 but yet they kept taking his money so he just canceled his policy the other day and he hopes to still get that $50. Sounds like the company is a fraud! I want my payments on this claim asap
Business response
07/15/2024
Hello. Combined Insurance is responding to your correspondence dated Saturday, July 6, 2024. Please see the below.
07/15/2024

BETTER BUSINESS BUREAU OF CHICAGO                             Entered directly into the online complaint response portal
********************************
************;    IL    60611

RE:         BBB Complaint Case No. 21945053

Dear Sir/*****,

Your correspondence dated 07/06/2024 has been received and reviewed regarding the Complaint Case No. referenced above.

The Policyholders concerns involve a claim and claim information is classified as confidential. As such, we are unable to provide your office with specific details regarding the claim handling. We can inform you that our **************** recently paid benefits and that a letter was mailed to the Policyholder in which the payment details were explained. The Policyholder should receive their correspondence and their payments within the next few days.

We apologize for the delay and for any inconvenience that *** have resulted. Thank you for contacting us.

Sincerely,

Combined Insurance Company of America
Consumer Service Investigations

Task #: 312275
Initial Complaint
07/02/2024
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.
Combine Insurance has NOT RESPONDED to ongoing emails regarding the mishandling of my late sister ************************* insurance policy. Despite repeated attempts to resolve this matter through email communication over the past six months, I have received inadequate responses and have not been provided with pertinent documentation regarding the ability to pay my sister's claim.As the executor of ************************* estate and a licensed insurance broker myself, I am deeply disappointed by the lack of professionalism demonstrated by Combine Insurance throughout this process. The inconsistent communication from your claims department personnel has only exacerbated the frustration and distress of an already difficult situation.I hereby request that ************************* claim be promptly paid in full, in accordance with the terms of her policy. Furthermore, I have initiated a formal complaint with the Wisconsin Insurance Commission to address the mishandling of this claim by Combine Insurance Company.It is disheartening to witness such disregard for customer service and professionalism, particularly in an industry where trust and reliability are paramount. I am fortunate that my clients do not experience this level of service when they require assistance.I trust that Combine Insurance Company will take immediate action to address this matter and provide a satisfactory resolution to ensure that my sister's claim is processed in a timely and respectful manner.
Business response
07/24/2024
July 24, 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. The adjuster contacted the customer directly via email on July 3, 2024, and by phone on July 3rd and July 11, 2024, regarding the claim. A follow up response letter was also sent on July 11, 2024- explaining the claim handling in detail. Today, a Claims manager contacted the customer 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.

Thank you for contacting us.

Sincerely,

Combined Insurance Company of America
Consumer Service Investigations
Task ID #******
Initial Complaint
07/01/2024
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.
May 2023, I decided to enroll in the Chubb Accident insurance through my employer. I never received information regarding how to access my account and forgot about it, until this renewal period in 2024 that I decided to track down the information. I called, and I was bounced around to multiple departments because I had no information for my account. It also doesn't help that although it is a Chubb account, it is provided by Combined Insurance (which was never made clear). I finally got an account number, but again, due to the ambiguity of where my account was, I was attempting to create an account on the wrong website, and despite emailing customer service, never got a clear directive. I finally figured out on my own once I called again what my issue was, but now the ability to register my account online has been having "technical issues" for over a week now. So I am paying for a service I cannot even access and cannot take advantage of (I never was able to get a credit towards having a yearly physical because I never had account information). Chubb/combined insurance needs to do the following:Make clear as to what insurance policy customers have Have their CSAs be trained in order to better direct customers to the correct online provider Fix their website! Technical issues should not last this long.
Business response
07/23/2024
July 23, 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 we have reviewed the details noted in the customers inquiry to your office and contacted the customer directly. Our ************ Portal team reached out to the customer by phone on July 15, 2024 to assist with accessing the coverage via the portal- left a voicemail message. Another phone call was made on July 17th, again routed to voicemail- the representative left a voicemail message that were reaching out to assist on her concern.

We would also like to note that a copy of the certificate was mailed to the customer on July 17, 2024. Additionally,our record shows that on July 16th,the customer was able to log in to the portal successfully.

As 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
06/25/2024
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.
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
The complainant verified the issue was resolved to their satisfaction.
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
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 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.

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