Business Profile

Insurance Services Office

Bankers Life

Headquarters

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.
56 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:11/09/2024
Type:Product Issues
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.
canceled mine and my husbands life insurance policies. on 4 separate occasions I called talked to 4 different people and received information as to how to the cancel the policies. my husband was also on the calls all 4 of them. we followed the directions and within a week we received letters stating that certain information was left out of the request for cancelation first it was 3 different accounts when we only have 2 then it was certain information left out. none of which is true or pertinent. we are under the impression that they are trying to ***** long enough that the moneys owed to us can be used up in payments owed to them, even though we canceled the polices the week of the week of Oct the 15 2024. we have yet again recieved another letter ***** Notice. we are tired of bankers life and casuality compcny. can you help us
Business Response
Date: 11/26/2024
Good afternoon,
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 customer on November 20, 2024.
Sincerely,
Consumer Relations
Bankers Life and Casualty Company
Initial Complaint
Date:11/05/2024
Type:Order Issues
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 an insurance policy from Bankers Life in 2006 from an agent named ***** Kitchen. The policy is for home health care coverage, purchased so that, when the time came that I was no longer able to care for myself, I could still live the last years of my life comfortably in my own home, rather than confined to a nursing home. ***** met me at my home and told me this policy would cover anything I needed for home health, whenever I needed to start using it. For 18 years Ive paid the policy premiums, (approximately $48,000 total) and in September 2024, at age 89, just two months shy of turning 90, I started home health care services because I was no longer able to safely care for myself. Daily living tasks such as showering and putting on my compression socks, to name only a couple, are either impossible for me to do on my own, or too dangerous. Once my home health services started, my home health care provider billed Bankers Life (August 2024). Bankers Life denied the claim, stating I didnt meet certain eligibility requirements in a letter dated September 16, 2024. Shortly thereafter, my home care agency sent Bankers Life the necessary documents and information showing I do in fact meet the criteria outlined in their letter. I continued home health services, assuming Bankers Life would now start coverage; however, I received an explanation of benefits dated 10/26/24, still denying coverage due to the same eligibility requirements outlined in the Sept 16 letter.
Business Response
Date: 11/20/2024
Dear *** or Madam,

Thank you for your message, pertaining to ******* E. ******* 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 our response to these concerns is currently enroute to our client at the address of record.
Thank you.
Initial Complaint
Date:11/01/2024
Type:Order Issues
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 called my Mother and setup an appointment for the week of October 25th, 2024 to review her ******** options during this open enrollment period. There was zero mention of wanting to also discuss / sell her life insurance until they were at her house. The ******** review ended with no information for her to review and moved into a life insurance sales pitch with the ask that she sign-up for a policy right there during the meeting. I understand they can reference that they have other products, but they are not allowed to "sell" a life insurance policy at a meeting that was setup for a ******** review which is exactly what happened. She had to decline to sign a life insurance policy more than once claiming she needed to speak with her children (me). Clearly, the ******** meeting was a method to get in the door. They also requested very detailed personal health and financial information and asked that she provide them her sister's information so they could contact her. It is very clearly stated in the ******** Marketing rules these things are not allowed. My ask is that Banker's Life acknowledges that this is bad practice and understands that asking her to sign-up for a life insurance policy at that time at that meeting is also illegal. This is the summary of issues:1. The meeting was 100% setup as a ******** review 2. Since it was a meeting to discuss ********, they can not try to sell life insurance at the SAME meeting. They would have to have a follow up meeting 3. Since they wanted her to sign a life insurance policy on that day during that meeting, they were breaking the law.I have the actual brokers contact information, but I am leaving it out of this complaint as I assume this is a Banker's Life practice and not a personal broker practice. If not, the broker contact information can be provided.**************************************************************************************************
Business Response
Date: 11/06/2024
November 6, 2024
Dear BBB of ******* and *****************:

This letter is in response to the correspondence received in our office on November 2, 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. *****

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:10/21/2024
Type:Billing Issues
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.
Hasn't paid claim for hospital stay. Was supposed to send a new check as the original had my deceased husband on it.
Business Response
Date: 11/07/2024
Dear BBB of ******* and *****************:

This letter is in response to the correspondence received in our office on October 21, 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. *******

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
Customer Answer
Date: 11/07/2024

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:10/14/2024
Type:Service or Repair Issues
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.
Bankers Life issued a check in February 2024 in settlement of annuity death benefit claim. **** refused to pay the check. Bankers will not explain why or pay this claim, not acknowledging or answering my emails. This has been going on since August 2023
Business Response
Date: 10/28/2024

PO Box 1916
******, IN 46082-1916

October 28, 2024

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

RE: Bankers Life and Casualty Company
Complainant: ******* ******
Case Number: ********

To BBB of ******* and *****************:

This letter is in response to your correspondence received in our office regarding the above-referenced inquiry. Thank you for the opportunity to respond.

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 contacted Ms. ****** directly by telephone to discuss the required information needed to process the request.

We remain dedicated to providing the best possible service. If you have any additional questions or if we may be of further assistance to you, please feel free to contact our customer service department at **************.

Sincerely,

******** ******, ALMI ACS
Consumer Relations

Customer Answer
Date: 10/29/2024

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
Date:10/07/2024
Type:Product Issues
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.
Reimbursement for long term care received in skilled nursing facility. we paid $2300 out of pocket...Bankers life ins co has been. stalling w reimbursement for 10 months...have made multiple calls with no results. need your intervention please.
Business Response
Date: 10/11/2024
To Whom It May Concern:
We are writing to acknowledge receipt of correspondence pertaining to ***** *. Ruszcyzyk's concerns (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.
Customer Answer
Date: 10/16/2024

Complaint: 22381864

I am rejecting this response because:

Sincerely,

***** ********
Customer Answer
Date: 10/16/2024
Bankers life ins & casualty has not contacted me...I called them today & they said I need a complete itemized bill for my husband's stay in SNF...Every time I called them they needed another piece of information..last time Sept 8th I sent cancelled check we paid out of pocket...they have been processing this claim since Jan 2024..I have called at least 30 times with no exaggeration
Business Response
Date: 10/24/2024
Please see the attached response.
Customer Answer
Date: 10/25/2024

Complaint: 22381864

I am rejecting this response because:

Sincerely,

***** ********
Customer Answer
Date: 10/28/2024
Bankers life has not taken my claim to get long term care reimbursement seriously until bbb stepped in...everytime I call since Jan of 2024 they need another document which I send...and it's always 10 days to go to claims..I spoke to lady named ****** at Bankers 10/25/24 & she said another 10 days to process..she first said I needed itemized bill from SNF...then I sent copies of checks total $2,300 dollars paid out of pocket...now she doesn't need itemized bill but needs exactly what $2,300 was for
Business Response
Date: 10/28/2024
Dear *** or Madam,
We have previously responded to your office confirming that we had sent a letter directly to ***** ******** on October 24, 2024. While we are unable to provide any details to the BBB due to federal privacy laws related to the disclosure of protected health information enacted with the ****** we encourage the customer to await our written correspondence.
Sincerely,
Consumer Relations
Customer Answer
Date: 10/30/2024

Complaint: 22381864

I am rejecting this response because:
I am still waiting to hear from bankers life..talked to them 10/25/24 & they said 10 more days to process
Sincerely,

***** ********
Business Response
Date: 10/31/2024
Dear *** or Madam,

We have previously responded to your office confirming that we had sent a letter directly to ***** ******** on October 24, 2024. While we are unable to provide any details to the BBB due to federal privacy laws related to the disclosure of protected health information enacted with the ****** we encourage the customer to await our written correspondence. We have closed the case on our end.

Sincerely,
Consumer Relations
Customer Answer
Date: 10/31/2024

Complaint: 22381864

I am rejecting this response because:I am still waiting for a response from Bankers Life Ins on whether or not they will send a reimbursement of $2,300 paid out of pocket bc husband went over alloted days that Medicare covered

Sincerely,

***** ********
Initial Complaint
Date:10/03/2024
Type:Service or Repair Issues
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 issued several policies to my father in law (2 life insurance policies, 1 short term care policy, and 1 illness policy). The severe illness policy was to pay out $10000 should if my father in law were to develop cancer. In August of 2024 we found out that my father had cancer and submitted a claim through his insurance agent, ****** *****. All Consent forms were completed and medical documentation provided from his doctor. This was all done prior to his passing. After he passed we received a denial of the claim for multiple confusing reasons. We called Bankers Life for explanation and we were told that the claim was submitted in November of 2017. We argued that there was no way that was correct as he didn't even get the insurance until 2023. When asked how to get it corrected we were then told it was pre-existing and the claim was denied (this was with representative number 2). Again, this policy was "underwritten" by Banker's Life which means that they had to review medical information and it had to be approved by the underwriting team prior to policy being issued. Now that it is time to pay the claim out, they are denying it. There are also two life insurance policies each for $3500. These policies were signed over to the funeral home on 09/29/2024 (2 days after my father in laws passing). Bankers life is now stating that this is a "contestable claim" and is having our family jump through hoops for them to pay out a life insurance policy that my Father in Law has been paying on since May of 2023. It has been a month and a half and they have yet to release the funds to the funeral home and now we are being asked to remit payment. They have taken hundreds of dollars from my Father in Law every month for almost a year and half and now when it is time to pay out the money, they have found every reason not to. My father in law entrusted this company to do right by him.
Business Response
Date: 10/11/2024
October 11, 2024

Dear BBB of Chicago and Northern Illinois:

This letter is in response to the correspondence received in our office on October 4, 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. Brown acknowledging her concerns.

We hope the information provided has been helpful. If you have further questions or need additional assistance, please contact our customer service department at 800-621-3724.

Sincerely,
Charlonda Sarver
Consumer Relations

Customer Answer
Date: 10/21/2024

Complaint: 22376430

I am rejecting this response because:
I just received notice that this complaint was closed due to non-response. However, I would like to reopen it as we were waiting for Bankers Life to follow through with their promise to resolve the claim. They DID NOT do as they promised. Per the representative that contacted me, she stated that they would refund all the premiums paid on my Fathers policy because the policy should not have been issued. We received a check over the weekend for $290 and some changethat isnt even a full year of premiums that were paid to them. Per the policy that was issued in January of 2023 one year of premiums were $333 and some odd change. My father passed in August of 2024 that is 19months of premiums and they havent even issued payment for one full year.
This company should be disgusted with themselves and how they handle business. It appears they prey on the elderly. My father trusted Bankers Life to make sure his end-of-life costs would be covered and his family would have no worries. Yet here we are fighting with a company to pay policies that they issued.
First, they should be required to pay the entire amount of the policy issued since it went through underwriting prior to the policy being issued. If they did not do their due diligence and follow up for underwriting that should be their responsibility. Secondly, the question they are stating was not answered truthfully says in the past 5 years. The policy was issued in 2023 and they are speaking of a report from the doctor from 2017, to my calculation that is 6 years so that is not an untruthful statement by my father. Also, they still have not paid his two life insurance policies to the funeral home and we are going on 60days for that.

Sincerely,

****** *****
Business Response
Date: 10/29/2024
Dear BBB of ******* and *****************:

This letter is in response to the correspondence received in our office on October 21, 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. ***** acknowledging her concerns.

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:10/02/2024
Type:Sales and Advertising Issues
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 searched for life insurance through colonial **** they sent me information about rates and policies, I decided not to pursue them and unsubscribed from e-mails and started receiving calls I answered 5 calls and asked them to not call me anymore and to remove me from their calling list. This all began the end of August and I am still getting multiple calls daily and also had someone come to my home around the end of September. I told him I had stated to the callers I was no longer interested and did not appreciate him coming to my home and that I would be filling a complaint of harassment and he laughed and handed me his card and said if I changed my mind to call. I am getting an average of 4-6 calls a day. Please help.
Business Response
Date: 10/24/2024

PO Box 1916
Carmel IN 46082-1916

October 24, 2024

**** ********
Better Business Bureau of Chicago & ****************************************
************************************
*****************

RE: Bankers Life and Casualty Company
Complainant:***** ******
Case Number: 22372266

Dear Ms. *********

This letter is in response to your correspondence dated and received in our office on October 3, 2024, regarding a complaint filed by ***** ******. Thank you for allowing us the opportunity to respond to your inquiry.

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 reached out directly with Mr. ****** on October 24, 2024, regarding his concerns.

We want to assure you of our continued commitment to provide the best possible customer service. If you have any questions, or if we may provide any further assistance, you may contact our customer service department by dialing **************.

Sincerely,

******** ******
Consumer Relations
Customer Answer
Date: 10/26/2024

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:09/27/2024
Type:Product Issues
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 agent ***** *.***** cell:************,Office ************, sign my husband ***** B. ********* for new policy on 7-17-2024 I called Nabal *.***** told him to cancel policy monthly payments were too high for our budget. Monthly payment was taken out of my checking acct.$514.15 was taken out of my acct. on 7/18/2024. I have never received refund. the agent was to request. I was told by agent check was returned to company. I called company at ************ talk to *** customer service on *********** he looked up information and requested a refund be resent to ***** B. ********* have not received refund.
Business Response
Date: 10/03/2024

PO Box 1916
******, IN 46082-1916

October 3, 2024

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

RE: Bankers Life and Casualty Company
        Complainant: ********** *********
        Case Numbers: ********, 22348532

To BBB of ******* and *****************:

This letter is in response to your correspondence received regarding the two above-referenced inquiries submitted by the same complainant. Thank you for the opportunity to respond.

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 contacted Mrs. ********* directly to confirm that this matter has been resolved.

We remain dedicated to providing the best possible service. If you have any additional questions or if we may be of further assistance to you, please feel free to contact our customer service department at **************.

Sincerely,


******** ******, ALMI ACS
Consumer Relations
Initial Complaint
Date:09/27/2024
Type:Product Issues
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.
A bankers life insurance agent offer me life insurance for My husband ***** B. ********* on July 17 ****** policy for $514.15 I called the agent (***** *.***** cell:************ Office ************, I him to cancel policy Money taking out of checking Acct. on 7/18/24. I have not received my check yet. The agent claim check was sent and returned another checked was to be issued .I called the headquarters ************** on September ****** I talk to ***, customer service looked up information was suppose to request Check be resent. I Have not received check.
Business Response
Date: 10/03/2024

PO Box 1916
******, IN 46082-1916

October 3, 2024

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

RE: Bankers Life and Casualty Company
Complainant: ********** *********
Case Numbers: ********, 22348532

To BBB of ******* and *****************:

This letter is in response to your correspondence received regarding the two above-referenced inquiries submitted by the same complainant. Thank you for the opportunity to respond.

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 contacted Mrs. ********* directly to confirm that this matter has been resolved.

We remain dedicated to providing the best possible service. If you have any additional questions or if we may be of further assistance to you, please feel free to contact our customer service department at **************.

Sincerely,

******** ******, ALMI ACS
Consumer Relations

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