ComplaintsforCombined Insurance Company

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Initial Complaint
07/25/2024
Complaint Type:
Billing 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 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
The complainant verified the issue was resolved to their satisfaction.
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
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 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
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.
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
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 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
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

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