Complaints
This profile includes complaints for Bankers Life's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 163 total complaints in the last 3 years.
- 58 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:01/09/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My father passed back in 2023 I filled in august with bankers after my sister and I received the forms that we purchased after my father's passing for banker's life insurance claim.From august 2024 when the claim was processed, till December ******* when I contacted Bankers about the status of my payment. At this time, I was told it was sent to "An Abandoned Address". I did not receive the payment and because it was sent to wrong address and given how long it has been pending; I was told that a check would be expedited to me and give it 2-3 ******** week 3 I contacted them on the 7th of January 2025, where I was told that the processing in December needs to be re-processed and will take another 3-5 days.on the 9ths I contacted them again asking the activity on the payment and was told that its still pending and it could be 3-5 days or more. At this point I do not know what expedite means anymore. My sister's payment has already been processed and has received the payment, however mine has to start at the beginning of the line and waist more of my time whilst still grieving over a year later I am met with unprofessional and unethical company such as Bankers to deal with having to pay someone. I have followed the countless reviews over this company and their behavior through other testimony's stating the same issues and experiences, that seem to go unevaluated or mended. There is a order of processes that are not being followed and should be treated as important as anyone who undergoes such blatted disregarded for professionalism and conduct.The amount was over $9,100.00 and to my knowledge incurred interest everyday up until either payment sent or claim is filed for the person on his policy. with that in mind I never received any forms or documents from banker, and with payment still in processing, interest should have still continued and at this point should be factored in up to date of resolution with help of BBB.
Business Response
Date: 01/28/2025
January 28, 2025
RE: Bankers Life and Casualty Insurance Company
Consumer: ******* *********
Complaint ID Number: ********
To Whom It May Concern:
We are in receipt of correspondence dated January 9, 2025, regarding the consumer named above. Thank you for bringing this matter to our attention.
Since we do not have authorization to release information to the Better Business Bureau, we have contacted the consumer directly regarding this matter.
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
Date:01/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I gave bankers life 10k in early November for a policy that was denied. I have requested a refund numerous times via phone/email and continue to get excuses. Please help. Thank you.Business Response
Date: 02/06/2025
Dear BBB of ******* and *****************:
This letter is in response to the correspondence received in our office on January 30, 2025. 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. ******
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
Date:01/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My wife has a long term care policy we filed on in Oct 2024. We must pay for her care for 90 days then the policy kicks in. Required info for bankers included a plan of care from ************* here in **. The request was made & banner sent a invoice which banner took over 8 weeks to pay. Today they refused to give me the check number for another 5 day so I could give it to Banner & get the recorde released. They also refused to allow me to talk to a supervisor. It seems they are delaying my claim due to what reason I leve to the reader.Customer Answer
Date: 01/02/2025
Policy number *********Business Response
Date: 04/08/2025
April 8, 2025
Better Business Bureau
Serving ******* & *****************
**************************
Suite 2000
*****************
Re: Complaint ID: ********Dear *** of Madam,
Thank you for your email dated January 2, 2025. We appreciate the opportunity to respond regarding Mr. ****** ***** regarding Mrs. **** ***** long-term care insurance claim.
Due to federal privacy laws relating to the disclosure of protected health information enacted with the Health Insurance Portability and Accountability Act, we are unable to disclose any details to the Better Business Bureau regarding this issue; however, we have written directly to Mr. **************** you have any questions, please call our ************* Professionals at ************, Monday through Friday, 8:00 a.m. to 6:00 p.m.Central Time.
Sincerely,
***** *********
Claims Lead
Administrator - illumifinInitial Complaint
Date:12/17/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a policy from Bankers Life in 2007 (Policy #***,084,860) from one of your agents (name can be provided upon request), with the assurance that it would provide comprehensive home health care coverage when needed. The agent specifically stated that the premium of $107.90 would remain fixed and would not change over time. I relied on these representations, trusting that Bankers Life would honor its commitments. For 17 years, I have diligently paid my premiums. However, in 2010, after developing serious spine issues, I required home health care services due to my inability to care for myself. When I reached out to Bankers Life, I was met with unhelpful and contradictory responses. The agent sent to my home insisted that I could not hire a family member to care for me, despite my sister being my primary caregiver. Instead, I was told the company would send someone. I agreed, but after waiting a month without any follow-up or assistance, I called again. To my shock, Bankers Life denied my claim, citing that I did not meet "eligibility requirements." Shortly thereafter, I received an unsolicited call from another agent trying to sell me additional products. When I asked about using this policy alongside my ****** insurance for hospice care, he told me that I could not use both at the same time, which further reinforced my belief that Bankers Life is offering little to no value, while simultaneously lying about the services they offer (as they had originally told me that I could use both). As if this wasnt enough, I received a letter informing me that my premium had increased from $107.90 to $129.28. Bankers Life has lied to me from day one, failed to fulfill their obligations, and did not provide me coverage when needed. Therefore, I am demanding a full refund of all premiums I have paid over the past 17 years, which amounts to approximately $22,012.00, as well as the immediate cancellation of my policy. Bankers Life is a very deceptive company.Business Response
Date: 12/20/2024
December 20, 2024
RE: Bankers Life and Casualty Insurance Company
Consumer: Roseic ********
Complaint ID Number: ********
To Whom It May Concern:
We are in receipt of correspondence dated December 17, 2024, regarding the consumer named above. Thank you for bringing this matter to our attention.
Since we do not have authorization to release information to the Better Business Bureau, we have mailed a written response directly to the customer today.
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
Date:12/16/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I brought an insurance policy for ******** ******, she was my older sister. She had dies on August 21, 2024. I paid the insurance life policy for ******** ******. Since, she dies they are tries to college information from a health company calls, ACS Primary Care Physicians. I sent then the information for *** but they keep telling me they did not receive anything from then. I spoke to *** and was told they did receive paper from them. My Agent name is ******* L. ****** who is trying to find out the same thing I am, what do they need from ***. The person I need to speak to is ***** J. *******, Contestable Review. I could not reach him.Customer Answer
Date: 12/16/2024
Dear BBB, I paid my bill through my bank. This letter just arrived to me today. I receive these letters at least one a month. It has been 5 months since my sister passed away.Business Response
Date: 01/16/2025
Good afternoon,Due to federal privacy laws concerning the disclosure of protected health information under the Health Insurance Portability and Accountability Act (HIPAA), we are unable to provide any details to the Better Business Bureau regarding this matter. However, as we have also received a complaint from the Georgia Department of Insurance (DOI) on behalf of Ms. ***** we will address the issue directly with the DOI.Regards,****** ******, FLMI, FFSI, AIRC, FLHC, HIAConsumer RelationsCNO Financial GroupOffice ************* I Fax ************E-Mail: ********************************************************************************************************************************************************************************************************************************************************Customer Answer
Date: 01/17/2025
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
Date:12/03/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Currently, ********************************* Company owes my mom for the months of September 2024 and October 2024. After the latest reassessment of moms claim, it was determined that she continued to meet the eligibility requirements. She was re-approved from August 29, 2024 - April 4, 2025. Unfortunately, after she received the most recent approval, she has yet to receive another payment. Our frustration with Bankers Life continues. They absolutely want to make it as difficult as possible to collect on my moms claim. We believe that nothing would make them happier than if we were to simply give up trying to collect the money owed to her. In order to receive the money up to this point in time we have had to hire a lawyer, file complaints with the Nevada Division of Insurance, contact Better Business Bureaus, continue to have the assisted living facility resend document after document to Bankers while the facilitys calls to Bankers go unanswered. I must send faxes and write letters, emails, and texts, over and over again to various parties in an attempt to get payment. Then the money comes in for a couple of months, then it stops, then it is time for another one of Bankers reassessments to decide whether my mom is still eligible. Their typical ploy to delay payment is to say they have not received any current paperwork from the assisted living facility. This is absolutely not the case because on more than one occasion all paperwork was resent and letters came back from Bankers declining payment because the paperwork resubmitted was a duplicate. The manager of the assisted living facility said they would submit the paperwork again, but also said Bankers never contacted them about this particular issue. Insurance contract was signed, insurance premiums were paid for over 20 years, initial insurance claim was approved, payment should be made monthly until it is paid off. This is exasperating to all parties involved except Bankers.Initial Complaint
Date:11/25/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have not received reimbursement for the care ****** received in Sept and October which is approximately $12,000. 1.Invoice for September was sent either Oct 5th or 6th for ******* care 2.Again on Nov 6th invoices were sent Sept/October.3. November 14th watched as Sept and Oct info faxed around 1:45 and saw the confirmation.. 4.This is the answer I received in September when I didn't receive a payment. a.Invoice sent Sept 5th b.Resent on 9/25 after contacting them and they said they hadn't received the 9/5 d.Contacted main office in October about September payment, they indicated that they had 2 from August but non from September e.the portal isn't kept up to date. They only have it going through July 6.I get denial letters; they are using a previous health plan #. We terminated the 1st of January, and he never used this account at ****** 7.I also received a letter that ******** insurance was terminated. I figured it out myself that was his health insurance. 8.I spoke with *********** and ****** on Nov 15th, and they assured me they would find out what was happening. I emailed the invoices again and texted copies. *********** indicated we would know something in 2-3 days. On Nove 18th *********** emailed that the invoices had been sent at 9 AM. It is now Nov 25th, and I have heard nothing. The Care Facility said they had been asked for proof again that ****** needs Assisted ********* addition: My husband and I met with ****** *********** and **** ****** on September 12th per their request to discuss changes in ******* **** ********* policy. There were no changes, and they were there to sell me long-term care and to have us move our retirement account to their **********************. I have tried to cancel the policy and continue to be ignored. I am afraid to stop payment because ******* payments come out of the same accountBusiness Response
Date: 12/06/2024
December 6, 2024
RE: Bankers Life and Casualty Insurance Company
Consumer: ******** ********
Complaint ID Number: ********
To Whom It May Concern:
We are in receipt of correspondence dated November 25, 2024, regarding the consumer named above. Thank you for bringing this matter to our attention.
Since we do not have authorization to release information to the Better Business Bureau, we have contacted the consumer directly to address these concerns.
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 Relations DepartmentInitial Complaint
Date:11/21/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
09/21/2024 Mother ******** A. ***** (insured policy #*******) passed away 09/27/2024 - Called ********************************* with my sister who is also a beneficiary to file a claim and spoke with ***** who took all necessary information via the phone and stated claim has been filed - we just need to fax death certificate to ************ once received. 10/10/2024 - Faxed death certificate to the fax number stated with a letter asking to please process benefits of $15,000 policy to her beneficiaries of ***** A. ******* and ***** *****-***** both her daughters accordingly and if any further information is needed to contact us. 10/25/2024 - Spoke with lady in customer service (name unknown) who stated she would check into claim and expedite it and she would get back to me. 10/28/24 - My sister ***** *****-***** received her half of the $15,000 policy.11/14/2024 -Spoke with ****** inquiring on why I have not received my portion of the payout yet and she stated she would check with claims and get back to me within ***** hrs. No response from her. 11/19/2024 -Spoke with a lady named *** who checked into and stated that it appears I need to fill out a claim form prior to payout, this was the first mention of this to me and I do not understand this process as we did verbal claim in its entirety on 09/27/2024 with ***** and they already made a partial payment to my sister so this makes absolutely no sense. I asked to speak with her supervisor and she connected me to ***** who stated he saw in the system where the claim was complete and to please give him 24 hrs. to contact the claims ***** which can only be done via email and that he would have a resolution for me. I have once again had no response even though was promised I would in 24 hrs. This process is completely unacceptable. It has been almost 60 days since claim was filed and I am no more closer to finding out when I will be receiving payment. At this point it appears legal intervention may be warranted.Business Response
Date: 12/03/2024
December 3, 2024
RE: Bankers Life and Casualty Insurance Company
Consumer: ***** *******
Complaint ID Number: ********
To Whom It May Concern:
We are in receipt of correspondence dated November 22 2024, regarding the consumer named above. Thank you for bringing this matter to our attention.
Since we do not have authorization to release information to the Better Business Bureau, we have mailed a response directly to the consumer today.
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 Relations DepartmentCustomer Answer
Date: 12/03/2024
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
Date:11/21/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My wife ***** had a life insurance policy with Bankers Life that we paid each year in the amount of $359.34. Policy #*******. I made the last payment on Jan *******. I bank on line and, my payees are listed in alphabetical order. I was paying my credit card bill with *************** in the amount of $337.41 but, I accidentally clicked on Bankers Life. I did not catch this error until the check cleared my bank. I called Bankers Life office and asked that they return that amount. They refused to do so but said they would apply in to her 2025 premium payment. I accepted that. However in August my wife passed away. I called my agent and he began the process of getting a check for the $******* policy. I reminded him of $337.41 and he said that would be returned also. After repeated calls, They will not return my money. I received $ ******* only.Business Response
Date: 12/05/2024
December 5, 2024
RE: Bankers Life and Casualty Insurance Company
Consumer: ****** ******
Complaint ID Number: ********
To Whom It May Concern:
We are in receipt of correspondence dated November 21, 2024, regarding the consumer named above. Thank you for bringing this matter to our attention.
Since we do not have authorization to release information to the Better Business Bureau, we have mailed a response directly to the consumer today.
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 Relations DepartmentCustomer Answer
Date: 12/12/2024
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
Date:11/14/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bankers life insurance. My mother passed away earlier this month. My sister and I have documentation showing we are the beneficiarys of her policy. My mother provided us with the copy a month before her death and in 2013 when the change was made. When she passed, I called Bankers and theyre telling me a person not familiar to my family is her beneficiary. I informed them its fraud but theyre not getting back to us. My mother was not a social person and only spent time with us and her grand kids. We are devastated because were holding up payment to the funeral home while a stranger has all the say due to fraud.Business Response
Date: 12/03/2024
Good morning,
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, except as authorized in writing or otherwise permitted by law. As we do not have an authorization on file to respond to the Better Business Bureau, we have resolved this matter directly with the complainant.
Consumer Relations
Bankers Life and Casualty Company
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