ComplaintsforBankers Life

Insurance Services Office

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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.
This complaint is being filed on behalf of my 87 year old mother. She is unable to talk on the phone or handle her personal business matters. Her information is below.**************************** ********************************************** Ph: ************ She paid premiums to Bankers Life since April of 2002 for home health care coverage in the event she cannot care for herself and needs assistance. She is at that place in life now and has a caregiver. She has had issues since the beginning with the company denying coverage. When they finally agreed the coverage was approved, she began receiving in home care from New Horizons ************ Solutions, ****************************. ******, OR *****. That company has also experienced issues with collecting payments for her care from Bankers Life. Things went semi smooth for a few months until Mom got a bill from Bankers Life. The letter approved a care plan for 4 hours per day, 7 days a week. Her plan pays for up to $560. Per week. Never was there a mention that mom would be financially responsible for any excess hours for the new care plan. Lets, from New Horizons contacted Bankers Life on my moms behalf and in that conversation( they have a recorded copy) no mention was made about additional charges to my mom. We feel like they are trying to bilk mom out of her money. She is living below the poverty level already.
Business response
07/26/2024
Dear *** or Madam,

Thank you for your message, pertaining to ************************* concerns regarding ID #********.

Due to federal privacy laws relating to the disclosure of protected health information enacted with the Health Insurance Portability and Accountability Act (HIPAA), we are unable to disclose any details to the Better Business Bureau regarding this issue; however, we intend to respond directly to our client.

Thank you.
Customer response
07/27/2024

Complaint: 22039165

I am rejecting this response because: Prior Communications, both verbally and written from Bankers Life have been ineffective to resolve disputes. *** is willing to designate me as an advocate to discuss her affairs since her hearing has reached a point that telephone communication is impossible. Shes completely done with trying to deal with a company bent on not providing the benefits shes paid into for the last 22 years. We get a run around every single time we call. Their response is bogus, since mom has already signed a release of information with them in the past. If we must do that again please provide the appropriate forms to sign for my mom to grant ********** to speak on her behalf.

Sincerely,

*********************
Business response
07/30/2024
Dear Sir or Madam,

Thank you for your message pertaining to ************************* concerns regarding ID #********.

As noted previously, due to federal privacy laws relating to the disclosure of protected health information enacted with the Health Insurance Portability and Accountability Act (HIPAA), we are unable to disclose any details to the Better Business Bureau regarding this issue; however, it is our intention to respond directly to our client.

Thank you.
Customer response
07/30/2024

Complaint: 22039165

I am rejecting this response because: my mom would like to ***** ********** for me to speak on her behalf. Please send whatever forms you require to ***** me ********** to speak on my mothers behalf regarding her health information. Send them to:
*************************
*************************
Brownsville, OR
She will sign them. I would like to scan and send them back to you. Please provide the appropriate email address and contact name.

Sincerely,

*********************
Business response
07/31/2024
Our responses spoke to not posting information to the bureau's website, as it is open to the public. As such, our stance to direct correspondence to the client, is in the interest of preserving her privacy. Please be assured the requested form will be sent, as well, should the client wish to authorize the release of protected information to a third party. If a durable power of attorney has been designated, please consider submitting a full copy of the document, upon receipt of our letter.
Thank you.
Customer response
08/04/2024

Complaint: 22039165

I am rejecting this response because: I dont have confidence that Bankers Life will follow through and send my mom the form so I can speak on her behalf. Even if they do, this does not address my initial complaint. I want to know why they can approve additional hours for her care giver and then charge her for their services. That is what her policy is supposed to pay for. If the policy doesnt support the additional hours, why did you approve more?

Sincerely,

*********************
Business response
08/05/2024
To Whom it May ********
The issues in question are addressed in our letter dated August 1, 2024; the requested form was also included in the mailing.
Initial Complaint
07/19/2024
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 contact Bankers life on several occasions regarding several claims submitted. I have not been paid out. This us becoming extremely frustrating the last call was on June 3rd 2024 at that time I was told they had all they needed and claim should be paid out shortly. Claims take from 10 to 15 days for pay out my claims were sent in May 26,2024, May 31,2024 and May 6, 2024. Policy numbers *******, *******, *******. My agent himself has called and has been told they have everything they need and policies should be payout soo but I haven't recieved anything. I just want to collect my payment and move on with my life. I have not be able to fully grive my losses because I have to constantly calling Bankers life about my loved one's policies.
Business response
07/19/2024
RE: Bankers Life and Casualty Insurance Company
Consumer: ***************************
Complaint ID Number: ********

To Whom It May ****************** are in receipt of correspondence dated July 19 2024, regarding the consumer named above. Thank you for bringing this matter to our attention. Please note, this matter was previously referred to us on June 15, 2024 with the same Complaint ID.

We responded to the Better Business Bureau on June 27, 2024 explaining that since we do not have authorization to release information to the Better Business Bureau, we have notified the consumer directly that the requested transaction has been processed.

We want to assure you of our continued commitment to providing our customers with the best possible service.If you have further questions or need additional assistance, please contact our *************************** at **************.

Sincerely,

***********************
Consumer ********************
Initial Complaint
07/16/2024
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 is the second time these people have made an unauthorized charge to my checking account. Three years ago I had the same problem with them. It caused my account to be overdrawn and I have to pay my **** (******* **** of ************ Mo.) $20 to block these parasites from trying it again . I will hurt the guy that did this to me, I just want you to make others aware of their wrongful practices Thank you.......eD
Business response
07/25/2024
July 25, 2024
Dear BBB of ******* and *****************:

This letter is in response to the correspondence received in our office on July 16, 2024. Thank you for allowing us the opportunity to address this matter.

In your correspondence you requested information regarding the above referenced complainant. In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals. A complete response is not posted to the BBB portal because the posts are public and can be accessed and viewed by other individuals; therefore, we have communicated directly with **************************.

We hope the information provided has been helpful. If you have further questions or need additional assistance, please contact our customer service department at ************.
Sincerely,
*******************************
Consumer Relations
Initial Complaint
07/12/2024
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've been trying to get released from a contract they hold for UHC/Anthem etc, but they won't email, call, text response and customer service numbers don't have options to transfer to someone that can help. Not having a letter of immediate release not only ***** me from doing business but assisting clients as well.
Business response
08/05/2024
This matter has been resolved on July 12, directly with the complainant.

Sincerely,
Consumer Relations
Bankers Life and Casualty
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.
This past weekend, June *****, I had an e-mail exchange with ***************************, sales manager, insurance agent, financial representative etc. with regard to a question that I had with ********* The two meetings I had with him and ***************************** had occurred back in February. I had questions about a bill I received from ******** and also about ****** I had given to him back in February. I did not see where that payment had applied. Instead of answering my question or calmly reviewing what had been discussed there came a barrage of e-mails that were more like an attack, telling me I was confused, that the financial advisor I have been using didn't know what he was doing and should be the one helping me, and kept referring me back to the packets I was given. I asked for a receipt for proof of payment and that brought on more e-mails repeating what he had already said without answering my direct question. Prior to reaching out to him I had gone into my ******** account and had reviewed the packets I received in February. I did not find the answers I needed so asked him. I truly wished I hadn't as his responses became increasingly hostle and aggressive. Additionally, he once again said that my financial advisor (an honest person from a reputable company) was not doing the job right and that he would like to take a look at my retirement portfolio. *************************** is a bully. I attempted to contact Bankers Life to speak with customer service about him but apparently ********************** has no customer service representatives in place for these occasions. I attempted to call the business, but again, no response. If there is no response to this then I will write a review on BBB recounting this experience so other potential customers can be forewarned what might occur with Bankers Life.
Business response
07/16/2024
Thank you for your recent message transmitting *********************** concerns regarding ID #********.

Due to federal privacy laws relating to the disclosure of protected health information enacted with the Health Insurance Portability and Accountability Act (HIPAA), we are unable to disclose any details to the Better Business Bureau regarding this issue; however, we intend to respond directly to the complainant.

Thank you.
Initial Complaint
06/25/2024
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.
Services with Colorado Bankers Life was never signed up for, I have never had any other form of life insurance other than my SGLI with the US Army. The withdrawals from my account have never been approved by myself or anyone else on my behalf. I have tried to contact Colorado Bankers Life on multiple occasions to report this account as well as close it but after numerous attempts my calls/emails/chats are never answered or on the rare occasions that they are I am never given any information or response. My bank is aware of this and has since banned Colorado Bankers Life from charging or making withdrawals from my accounts. I still get frequent letters claiming I have a balance due but again I never signed up for these services.
Business response
06/27/2024
June 27, 2024
Dear BBB of ******* and *****************:

This letter is in response to the correspondence received in our office on June 25, 2024. Thank you for allowing us the opportunity to address this matter.

In your correspondence you requested information regarding the above referenced complainant. In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals. A complete response is not posted to the BBB portal because the posts are public and can be accessed and viewed by other individuals; therefore, we have communicated directly with Ms. ****** advising her the policy was not one of ours.

We hope the information provided has been helpful.
Sincerely
*******************************
Consumer Relations
Initial Complaint
06/20/2024
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 96 year old father purchased long term care insurance from Bankers Life Insurance in 2002. He has most likely paid well over $70,000 in premiums all these years. Now, 22 years later, he has in home care and I have been working on filing his claim for over 6 months. Bankers life has been extremely negligent in getting this claim initiated and reimbursing him for the premium payment after the first 90 days as well as the caregiver statements after the first 30 visits, in addition to covering future caregiver visits. With every phone call (many) I am told the policy is under review and will take 10, 14, 21 business days. His policy number is 202 104 322 and his name is *********************. I am his power of attorney.
Business response
07/05/2024
We are in receipt of correspondence concerning *********************, ID #********. Upon completion of our review, a response will be sent, as appropriate.
Thank you.
Initial Complaint
06/06/2024
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 met with 2 representatives of this company in my home in February regarding a ******** supplement policy. I agreed with what they offered and gave them my information.In march a payment was removed from my account in the amount of ****** I have no information regarding this policy. In april another payment was removed from my account and still I have no information regarding this insurance. On May 2nd i was ended up in the emergency room and spent 6 days in the hospital from a lack of medication. I was unable to get my medication due to a lack of medical coverage.When I exited the hospital on the 8th of May I came home to a bill for unpaid funds on this policy at that time I received the policy number.I have contacted nthe company and my rep multiple times regarding this issue and all I gat is more paperwork. today the 6th of June I recieved the **** card and also an application for renewal all at the same time.This lack of coverage cost me my job and some severe damage to my lungs and also a 6 day stay in the hospital. All I want is my money back and for others to be warned about this company.
Business response
06/26/2024
We are in receipt of concerns expressed under ID #********; in the absence of authorization to reply to the BBB, our written response was sent to the client.
Thank you.
Customer response
06/28/2024

Complaint: 21814922

I am rejecting this response because:
I have received automated messages from the company and had text conversations with my representative. I have been told repeatedly that it is being reviewed. Nothing is being done that I can see. I have not received any confirmation either way about my request for refund. My instincts tell me that they think if they ignore me long enough I will go away.
Sincerely,

***********************
Business response
07/01/2024
Please be advised our letter of June 20, 2024 was mailed to the address of record; while it responded to the client's concerns, it also specified what is required to refund monies paid for the coverage. A copy of the previously mailed response will be sent.
Initial Complaint
05/20/2024
Complaint Type:
Sales and Advertising 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 sent the postcard back to gather some more information on ********* I was traveling last 4 weeks with my job. *********************** left a couple of messages, but I could not return them during the office hours. When I returned to my home yesterday, I found Door k*** card from him on my front door. I did not invite him at all and not appreciate for him to come to my home without my consent or invitation. I called the business and talked to his boss ***********************. He told me that when they don't get any response after couple of phone calls, they might stop by the address to introduce themselves where they were close by. He insisted to make an appointment to discuss my ******** needs, but I just wanted some written information to support and confirm my research on this issue. I would not have any business with the company is so pushy, rude, and inconsiderate to what I was telling him. He texted me to ask for making an appointment again. I texted back him to tell him not to call me ever..People need to be careful and aware of these forceful business model and they may push them to sign up with them to help their ******** needs.
Business response
06/04/2024
Dear *******************,

You have expressed your dissatisfaction with the solicitation received from our representatives. Thank you for taking the time to provide us with your feedback. We appreciate your opinion and assure you of our commitment to maintaining an ethical business environment.
We understand the frustration that this situation has caused, and we want to assure you that upon receiving your complaint, we have taken immediate action to update our records in order to cease all types of further solicitation originating from our offices.
Once again, we appreciate your input and deeply regret any inconvenience caused by our solicitation efforts.

Sincerely,

Consumer Relations
Bankers Life and Casualty Company
Initial Complaint
05/19/2024
Complaint Type:
Service or Repair 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 took out a life insurance policy. I spoke with *******. ******* on Wednesday or Thursday that will be the 15th or the 16th and told him to notify the company and tell them do not go into my account that I will give him a new account to go into. He said he notify the company I looked at my account on the 17th and they had already wanted to my account and automatic draft on Friday and they said that it was notified that he had called to let them know that not to giraffe out of that account and that was **************** so pacifically told me Not the truth have not called the The policy company left a note not out of that account. They told me they was going to mail me a check. I told him that I did not want to check due to the fact that he did not call company and let them know not to drive out of that account, but ******************** said the phones will be in my account within 24 to 48 hours, today is the 19th and the money is not into my account. I have to pay overdraft fee. Ive figured that banker life insurance need to pay that fee because the money is still not in my account. Im still negative.
Business response
06/06/2024
June 6, 2024

BBB of ******* and *****************
*******************************************
*****************

RE: Bankers Life and Casualty Company
Complainant: ***********************
Complaint Number: 21732240

Dear BBB of ******* and *****************:

This letter is in response to the correspondence received in our office on June 3, 2024. Thank you for allowing us the opportunity to address this matter.

In your correspondence you requested information regarding the above referenced complainant. In compliance with state and federal privacy laws, we are required to restrict access to information in our files and may not disclose such information to other individuals. A complete response is not posted to the BBB portal because the posts are public and can be accessed and viewed by other individuals; therefore, we have communicated directly with **************.

We hope the information provided has been helpful. If you have further questions or need additional assistance, please contact our customer service department at ************.

Sincerely,
*******************************
Consumer Relations

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