ComplaintsforCombined Insurance Company

• Initial Complaint

  02/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a client of this company since 2018 and have had nothing but problems when filing a claim and have been tossed around to multiple representatives. I have tried to file various claims against the 2 policies my family holds and have not been able to use the portal. According to the portal I do not exist. I have been in contact with their customer care a minimum of 20x's, I have left messages for 1 or the 2 representatives that are assigned to our account a minimum of 10x's. One finally answered, he no longer works for the company and the other Manager representative does not return calls. I have spent at least 3 hours each phone call to customer care only to get nothing resolved. Was assured technical support would have it corrected within 48 hours, only to start the process all over again. Just in the 2 years, not counting the 3rd year to file a claim has now expired, I have paid this company $2,454.24 for a service they are not committed to providing. I have not even received a courtesy of a phone call back when I sent emails, left voicemails or requested a supervisor call back.I want to hear from whomever is the higher up that can actually communicate and get my issues resolved or I am requesting a full refund of ALL MONIES received since 2018 for 2 policies that are absolutely useless when trying to collect on. I would think this would fall in the venue of fraud and misleading... and PLEASE DO NOT USE COVID AS AN EXCUSE ANYMORE!!

  

  Business response

  02/11/2022

  February 11, 2022              
  
  
  Better Business Bureau of ******* & Northern ******** Inc.
  330 ******************* Suite 3120
  ******* ******** 60611
  
  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 communicated directly with our insured, ************************, on February 8, 2022 and addressed her inquiry.As the release of policy information is strictly prohibited and it is our goal to protect all confidential information, we are unable to provide your office with additional information.
  
  Thank you for contacting us.
  
  Sincerely,
  
  
  Combined Insurance Company of America
  Consumer Service Investigations
  
  /Case #*******

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a policy holder with Combined Insurance since 2012. I had a cancer policy claim that was filed on 12-27-2021. I uploaded all of the ********** Surgical/Pathology reports online. For over 1 month I received no response about my claim and it appeared the claim was stalled. The company promises a 15 day turnaround online and via telephone. I made numerous calls to the claims department; left messages for the Adjuster; the claims specialists left messages for the Adjuster; submitted emails via the website; and continued to call throughout this time only to be instructed to continue to call back. When I called, it was almost impossible for me to escalate my call to a superior as the claims specialist would not allow my call to be escalated to anyone other that the Adjuster who has ignored me for over 1 month. Even the account online stayed with an "initial review" message for over 1 month. There was absolutely no follow up either via telephone, my online account, or via email. When a policy holder is entitled to a payout due to cancer, they should not have to undergo cancer treatment and chase down a payout that is advertised as a payout within 15 days. The customer service was terrible and it seemed as if they were deliberately stalling my claim payout.

  

  Business response

  02/07/2022

  We are responding to your inquiry.

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been out of work since 12/8/21 due to falling and breaking my ankle. I have not received any benefits from my Combined Short Term disability policy #w1652877. I have called weekly and have been told a adjuster is looking at it. Have been told I would receive a call back from a adjuster or a manager in 48 hours twice have not received it. I have been told my agent ******* Span would call me have not received anything from her. 2/8/2022 will make two months without payment or any reason why I haven't received it. I have also faxed surgery documents 6x and have documentation by fax saying that they was received by Combineds fax machine that they say they never received. I finally had to mail them certified mail and they do acknowledge receiving them now. This is for my accident policy policy #w1652877 and claim #********. I would like a phone call and letter explaining why I have been denied benefits by 2/1/2022 or payment. I would think a Machinist who stands on his feet all day would be considered un able to work with a broken ankle who has had surgery with a internal fixation.

  

  Business response

  02/04/2022

  Our company's response to your office is attached.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased income insurance threw Combined insurance company in 2018. I have a six pay plus plan that is insurance Incase you are sick and miss work. I recently became sick with Covid 19 and missed work. The insurance is supposed to cover such event. I filed a claim #******** on the 11th or 12 of January. I have not had a phone call or email relating to this since. I have tried multiple times to seek information on the status of the claim. When I call I speak to someone in a foreign country. I never get an answer just a run around saying I'll have to wait 10 business days. It's been 15 at least. No communication from them. I spoke to someone on the 18th of January they told me I didn't fill out all the forms but could not provide me the forms that needed filled out. They wasted over an hour of my time, then hung up on me. I called again yesterday the 26th they told me I have to wait 10 days. I pointed out that it has been 15+days. They told me I'll have to wait 2 more days to maybe hear back.I would like this to resolved. I would like to speak to someone from America that knows what's going and how to get this resolved.

  

  Business response

  02/04/2022

  February 4, 2022              
  
  
  Better Business Bureau of ******* & Northern ******** Inc.
  330 ******************* Suite 3120
  ******* ******** 60611
  
  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 contacted our insured, **************, by telephone on January 28, 2022 and with a letter dated February 4, 2022 regarding his claim. Due to privacy and HIPAA (Health Insurance Portability and Accountability Act), we are unable to provide your office with additional information as it is our goal to protect all confidential policyholder information, specifically regarding claims.
  
  Thank you for contacting us.
  
  Sincerely,
  
  
  Combined Insurance Company of America
  Consumer Service Investigations
  
  /Case #*******

• Initial Complaint

  01/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This is my second complaint against Combined Insurance Group, again I'm still not working and was advised to submit a new claim opposed to piggy backing on the current claim and now my paperwork has to sit on someone's desk for an additional 10 days before they decide if they want to pay me for a service I pay for monthly to which Combined Insurance makes sure they withdrawal from my checking account monthly and on time to pay for the service they provide me. Unfortunately I can't afford nor should I have to wait 10 days to be paid for services I pay for monthly. I need to be paid for my claim now, all the appropriate paper work has been submiited.

  

  Business response

  01/26/2022

  We are responding to your correspondence dated January 17, 2022.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started an accident and sickness protective family policy with this company, effective date, September 3, 2019. The company has been charging me for an accident and sickness protective family policy since the effective date, September 3, 2019. The agent was *******************, Agent #: CEKO.In December 2021, another representative came in to by business and reviewed my policy. He said that it was written up incorrectly. He placed a call into the home office and discussed the issue with another company representative. I was told the issue corrected and I would be receiving a refund check for the incorrect charges within the next 7 business days.As January 7, 2022, I have not received a reimbursement. I called the company on 1/3/2022 and spoke with ******, said my policy lapsed and he hung up on me. I called the company 1/7/2022 at 3:30 p.m. and spoke with an unpleasant and unprofessional representative name ******, who said my policy was still active, before she abruptly hung up. Still, there was no resolution and no clarity about my refund.

  

  Business response

  01/19/2022

  We are providing our response for complaint # ********.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have two policies with this company and started claim # ******** under policies T8829105 and T8831879 and should be receiving $2500 in lost wages and $1000 for the surgery that was performed. I have sent them the documents for my surgery of 9/21/2021, that they requested. I was late with my ***** form. They are now requesting documents from my current surgeon, primary doctor, primary orthopedic surgeon as well as the surgery center where previous hand surgeries were done. Only one of them has responded and they won't resolve my claim. I feel that they are delaying my claim and I am told the same story when I call or they tell me that they have expedited everything - well they don't. I was told by a supervisor that if they don't get the documents they will settle the claim but no one tells me a time frame. I call them at least once a week. I did speak to my attorney and he said to give them more time as I was late with the ***** form - that was in early November. My agent even quit the company partly due to how my claim was being handled. They won't let me talk to the adjustor on my account. Most of the time their website is broke. I keep paying my premiums as I am afraid that if I stop paying theywill use that to deny my claim. Depending upon what you can do to help me I will be contacting my lawyer again. $3200 is a lot of money and I am feeling cheated.

  

  Business response

  01/14/2022

  January 14, 2022              
  
  
  Better Business Bureau of ******* & Northern ******** Inc.
  ************************************************************
  
  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 contacted our insured, **********************, with a letter dated January 13, 2022 regarding the status of her claim. Due to privacy and HIPAA (Health Insurance Portability and Accountability Act), we are unable to provide your office with additional information as it is our goal to protect all confidential policyholder information, specifically regarding claims.
  
  Thank you for contacting us.
  
  Sincerely,
  
  
  Combined Insurance Company of America
  Consumer Service Investigations
  
  /Case #*******
  
  

  Customer response

  01/17/2022

   
  Complaint: 16427692
  
  I am rejecting this response because:

  The letter that they said they sent to me states that they are still working on my claim.  No new details - nothing.  They have had all of my information since October/November for this claim and they keep telling me that they are waiting for more information from doctors that had nothing to do with my surgery/disability, ie: my primary doctor.  My insurance does not require referrals, so I never contacted her about my hand issues.  Their customer representatives know nothing and will not assist, some try to tell you that they are helping but they don't.  I fell for that one a couple of times.  I call them on a weekly basis.  I did ask once if this would ever close without their requested documents and was told it would.  The man I spoke to last week told me it wouldn't close.  You can't believe any of them and you can't talk to the adjustor.  I have paid good money for the two policies that I have with this company.  Last week I placed two stop payments with my bank so that they couldn't take my money anymore as you can't cancel your policies online, I had to pay $50.00.  I waited to do this because I felt it would keep my claims from being processed - well no more.  I have paid them $1,668.30 to date.  I am expecting $3200.00 on my claims but would be happy getting the amount I paid on premiums.  I have read reviews on them and wish now that I had seen them prior to taking out the policies.   This seems to be a game to them, taking people's money and not processing claims.  They claim that they have a AAA+ rating with you - you need to nail them on false advertising.
  I have an appointment with my attorney on 2/4/2022.  I don't know what else to tell you other than that they are not reputable in the least.
  Sincerely,
  
  *******************************

  

  Business response

  01/27/2022

  January 27, 2022              
  
  
  Better Business Bureau of ******* & Northern ******** Inc.
  ************************************************************
  
  RE:          YOUR ID#: ********                         
  
  Dear BBB Customer Relations Representative:
  
  Thank you for your follow up correspondence regarding your ID Number, referenced above.
  
  Our ***************** has completed their review and contacted our insured, **********************, with a letter dated January 25,2022 regarding the claim. Due to privacy and HIPAA (Health Insurance Portability and Accountability Act), we are unable to provide your office with additional information as it is our goal to protect all confidential policyholder information, specifically regarding claims.
  
  Thank you for contacting us.
  
  Sincerely,
  
  
  Combined Insurance Company of America
  Consumer Service Investigations
  
  /Case #*******
  

  Customer response

  01/30/2022

   
  Complaint: 16427692
  
  I am rejecting this response because:  They called on 1/24/2022 and told me that they were denying this due to it being preexisting, but the website states that they closed it due to not receiving the information that they requested from my primary and current surgeon.  I know that my primary has answered their questionnaire and returned it.  I will be seeing my surgeon on 1/31/22 and will ask him to complete his form as well as providing after visit notes.  Hopefully, I will be able to upload these documents.  I have yet to receive the last two letters that they claim to have sent me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My father was previously insured by this company and upon being notified of his death began sending premium bills to his address. He is deceased. His name was **************************** and his policy number was T0426786.

  

  Business response

  01/13/2022

  Our company's response is attached.

• Initial Complaint

  12/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In October 2021 I changed my supplement ******** part C insurance provider.I sent a letter certified to Combined Insurance Company Of America to cancel my policy beginning on November 1, 2021. They took an auto payment out October 22, 2021 for $****** so I requested that they also reimburse me for that is a payment for November. They refused said the October 22, 201 payment was for October. I then disputed it with my bank and they had Combined redeposited $ ****** into my bank. Now on December 2, 2021 I received a confirmation letter from Combined Insurance that they have reimbursed me the $****** and cancelled my insurance beginning October 1, 2021! I am now seeing a claim rolling in for October that is not paid for one provider I saw in the month of October.My dispute is they cancelled the policy on October 1, 2021 not November 1, ****************************** to be responsible for $101.74 for a provider Ansellm Igbanugo dates 10/7/21 @ $28.37, $45.00 and date 10/21/21 @ $28.37. I want this provider reimbursed immediately as they are playing with dates and leaving me without any recourse other then filing this complaint. I have given them every opportunity to do the right thing. I have been a customer of theirs since 1/1/2016.I would sincerely appreciate your help and looking into this matter and helping resolve it.

  

  Business response

  12/22/2021

  A PDF of this response has also been attached...December 22, 2021 Better Business Bureau ************************************************** Re: Your Case #: ******** Dear ************************:This letter is being written in response to your letter of December 13, 2021. To protect our insured's privacy, we will not be mentioning her name or policy number in this response.In her cancellation letter to our company, our former insured did indeed request the cancellation of her policy effective November 1, 2021. However, circumstances beyond our control reversed the cancellation date back to October 1, 2021, which we will now explain.Our former insured's policy was issued effective the 1st day of the month, but she selected the 22nd day of the month as the premium draft date. Therefore, the premium payments for her policy were always drafting in arrears. In other words, the premium draft made on October 22, 2021 covered the period October 1, 2021 to November 1, 2021. On November 15, 2021, our ********************* received a Bank Return on her October 22, 2021 premium payment indicating that the payment authorization was revoked. As the payment of October 22, 2021 was revoked - making our October 22, 2021 premium collection attempt unsuccessful - the cancellation date was reversed by one month back to October 1, 2021.Based on her statement to your office it appears that she believed the premium draft of October 22, 2021 was payment for the period November 1, 2021 to December 1, 2021 and that when she cancelled her coverage as of November 1, 2021, she would receive a refund. Again, the October 22, 2021 premium payment provided coverage for the entire month of October, so a refund would not have been due even if the premium draft was successful and the cancellation date remained November 1, 2021. However, as the October payment was not successful, the policy is on record as having been cancelled October 1, 2021. No refund of premium is due.If you have any questions, please let us know.Sincerely,*********************, Senior Coordinator Combined Insurance Company **************** Investigations Case #*******

• Initial Complaint

  11/03/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have a sickness policy with this company and had to file a claim in July of 2021 for an extended hospital stay. I was never paid the money they claim I was entitled per the policy, each time I call for an update, I am being told it is in review. I was sick in July and it is now November, how is this policy going to help anyone with a medical emergency if they don't pay. I paid them each month in good faith, they should pay this claim in a timely manner.

  

  Business response

  11/10/2021

  
  
  November 10, 2021              
  
  
  Better Business Bureau of ******* & Northern ******** Inc.
  ************************************************************
  
  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 contacted our insured, **************, with a letter dated November 9, 2021, responding to his claim inquiry.  Due to privacy and HIPAA (Health Insurance Portability and Accountability Act), we are unable to provide additional information as it is our goal to protect all confidential policyholder information, specifically regarding claims.
  
  Should you have any questions, or if we may be of further assistance, please let us know.  
  
  Sincerely,
  
  
  
  *********************
  Combined Insurance Company of America
  Consumer Service Investigations
  Direct Phone: ************
  Fax: ************
  
  /Case #*******

  Customer response

  11/24/2021

   
  Complaint: 16090182
  
  I am rejecting this response because:

   

  Well the story continues.  Combined Insurance has sent "additional information request" to each of my doctors.  The information they are requesting is the same information that has been provided in the Combined Insurance Claim Form that both doctors signed after providing the information.  Secondly, one of the hospitals required me to travel to their location and sign an authorization form to release information to **** at Combined Insurance so they could send my information.

  Why do they want the same information again?  The staff at the doctor's offices state that the questions on this request are in their opinion the questions from the original claim form.

  I have received a letter from Combined Insurance saying they are aware of my filing a complaint with BBB.  I still do not have payment for my claim.  I do not want my complaint closed.  I consider it open.

  I request phone calls to communicate with me by your team and Combined Insurance from this day forward because the electronic form is not trustworthy.

  
  Sincerely,
  
  *************************

*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. ↩