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.
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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:05/09/2024
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.
In January ********************************************************** ******. She paid Banker *************** Company premiums for over 20 years in case she might need long term care insurance at some point in her life. She filed a claim with Bankers Life in January 2023. It took the assistance of a lawyer and the *************** of Insurance before they made their first payment in September of 2023. After that time, they have chosen to pay if and when they deem fit. They may pay for the month, they may pay for partial months, they may pay once every two months, or they may just not pay at all. They use many excuses, a favorite being to say the assisted living facility did not supply adequate paperwork. When any paperwork is resent, Bankers says it is a duplicate and denies it. They should not be allowed to run their business this way. People should not have to go to outside agencies to get them to pay their claims. Once a claim has been approved they should pay each month on a timely basis and the person being paid by the claim should not have to wonder if and when to expect payment. They should continue to pay the claim for the specified time. The only resolution is for Bankers to catch up by paying 14 days for September 2023, 28 days for January 2024, 31 days for March 2024, and 30 days for April 2024
Business Response
Date: 05/20/2024
May 20, 2024
Better Business Bureau of ******* & Northern Illinois, Inc.
********************************************************************************************************
Re: Complaint ID ********
Dear Sir or Madam,
Thank you for your letter dated May 9, 2024, transmitting ********************* concerns regarding her mothers long-term care 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 ***************************.
If you have any questions, please call our ************* Professionals at ************, Monday through Friday, 8:00 a.m. to 6:00 p.m.Central Time.
Sincerely,
******* *******
******* *******
Manager, Claims and Care Management
Administrator - illumifinCustomer Answer
Date: 05/21/2024
Complaint: 21690081
I am rejecting this response because: I have not received their letter but more importantly, they have had every opportunity to pay the claim, but rather than do so, they come up with any excuse they can think of to not pay, They continue to owe for part of September 2023, part of January 2024, all of March 2024 and all of April 2024. My mother has received the continuation of claim letter that takes the claim through August 2024, but yet no payments to go with it.
Sincerely,
***************************Business Response
Date: 06/07/2024
Bankers Life and Casualty Company
PO Box 64918
*************** 55164-0918
June 10, 2024
Better Business Bureau of Chicago & Northern Illinois, Inc.
***************************************************************************************************
Re: Complaint ID ********
Dear Sir or Madam,
Thank you for your letters dated May 31, 2024, and June 5, 2024, regarding ********************* concerns related to her mothers long-term care 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 *************************** on May 20, 2024, and again on June 7, 2024.
If you have any questions, please call our ************* Professionals at ************, Monday through Friday, 8:00 a.m. to 6:00 p.m.Central Time.
Sincerely,
******* *******
******* *******
Manager, Claims and Care Management
Administrator - illumifinCustomer Answer
Date: 06/11/2024
Complaint: 21690081
I am rejecting Bankers reasoning: Our issue has not been completely resolved yet. While they have now paid March and April's 2024 money, they still owe for September 2023 and January 2024, and now May 2024. They have sent me an explanation, however, I consider the explanations to be excuses. Simply put, they owe the money, they need to pay the money. Yesterday, I received a letter discussing payment of future premiums. I can't possibly think about paying them money in order for them to continue to pay my mother's claim.
Sincerely,
***************************Business Response
Date: 06/19/2024
June 18, 2024
Better Business Bureau of ******* & *****************, Inc.
********************************************************************************************************
Re: Complaint ID ********
Dear Sir or Madam,
Thank you for your letters dated May 31, 2024, June 5, 2024, and June 11, 2024, regarding ********************* concerns related to her mothers long-term care 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 *************************** on May 20, 2024, on June 7, 2024, and on June 18, 2024.
If you have any questions, please call our ************* Professionals at ************, Monday through Friday, 8:00 a.m. to 6:00 p.m.Central Time.
Sincerely,
******* *******
******* *******
Manager, Claims and Care Management
Administrator - illumifinInitial Complaint
Date:05/06/2024
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 issued me (beneficiary) of my daughter's death in the amount of $15,460.71. I had the check for nearly a month and then endorsed it to my daughter ******************************* on April 30, 2024. She took it to her credit union where it was deposited and then there was a stop or hold put on the check by Bankers Life unbeknown to us. This created a great amount of confusion, freezing the funds in my daughter's account and stop payment check fees. When we called the credit union to find out further information, they suggested we reach out to Bankers Life. We reached out today and bankers life informed us that they stopped the check because they neglected to pay the cemetery costs prior to cutting the check. Bankers Life NEVER informed us of this and in turn created a storm of confusion and chaos. It was negligent and unprofessional on their part. They have not yet cut a new check for the revised amount. I request they write a letter of apology to the Schools ****************** and pay all the cancelled check fees associated with their mistake. In the process of grieving, no family should have to go through this kind of emotional torture and embarrassment. This issue needs to be rectified sooner than later.Business Response
Date: 05/09/2024
We are in receipt of correspondence dated May 5, 2024, regarding ID #********. Thank you for bringing this matter to our attention. As we do not have HIPAA authorization on file to respond to the BBB, we will respond directly to the client regarding this matter.
Sincerely,
Consumer Relations DepartmentCustomer Answer
Date: 05/10/2024
Complaint: 21673803
I am rejecting this response because the company is not taking any steps to reach out to me regarding this matter. They still have not re-issued a check in the correct amount to be expedited to me. When I was a client making monthly timely payments it was never an issue. Now my daughter is dead and the company has embarrassed me, her memory and isn't taking accountability for their wrong doing. Since there is no HIPPA involved, who then holds them accountable and holds their feet to the fire for the emotional distress and the financial blunder? If I do not hear from them within the next 3 business days, I will seek legal action.
Sincerely,
*****************************Business Response
Date: 05/10/2024
As previously noted, we are in receipt of the correspondence in question regarding ID #********; it is currently under review. Upon completion, in the absence of HIPAA authorization, we will respond directly to the complainant.
Thank you for the opportunity to confirm the concerns have reached us and that a response will be forthcoming.
Sincerely,
Consumer Relations DepartmentCustomer Answer
Date: 05/13/2024
Complaint: 21673803
I am rejecting this response because it should not take this long to review and the new check still has not arrived. The facts are clear. I filed a complaint with the ********** of ******** Affairs. At this point, you are taking advantage of me and the situation. You are prolonging the closure of this issue as well as the emotional stress associated with the loss of my daughter. So as previously stated, your response time is NOT acceptable and the matter needs to be resolved sooner rather than later. If I lapsed on a payment, I would be responsible to get on it right away. I expect you to do the same.
Sincerely,
*****************************Business Response
Date: 05/14/2024
Thank you for your feedback.Initial Complaint
Date:04/30/2024
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.
My sister and I have contacted ******'s Life Insurance several times for a life insurance payment. Their was some kind of clerical error in which my sister was being billed, even though my mother, the insured had passed away. ******'s Life Insurance was informed several times, that she had passed (******** didn't help). ******'s finally fixed the error and apologized. We then attempted to collect the payout and have had nothing but difficulties. We have filled out a claim form and sent the death certificate. ******'s then stated they need copies of our birth certificate and driver's license. We did not hear anything after that. Over the past month, I have attempted to deal with it and were told that needed to send out a copy of my driver's license and birth certificate(I informed them I already did, they stated they did not have the copy and I sent it again). After not hearing anything for a while, I called them and they stated I had to fill out a claim form and copy of the death certificate (which we have done previously) I again sent out what was requested and was told they have to evaluate the forms. I am asking BBB if they can assist me with this, prior to obtaining a lawyer.Business Response
Date: 05/13/2024
May 13, 2024
Consumer: *************************
Reference Number: 21645712
We are in receipt of correspondence dated April 30, 2024 regarding the consumer named above. Thank you for bringing this matter to our attention.
Since we do not have authorization on file to respond to the Better Business Bureau, we have mailed a response directly to the consumer today.If you should have any additional questions,please contact our customer service department at ************** Monday through Friday between the hours of 8:00 a.m. and 6:00 p.m. Central Time.
Sincerely,
***********************
Consumer Relations Department
Bankers Life and Casualty CompanyInitial Complaint
Date:04/29/2024
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.
A Hospital Indemnity policy (# *********) was purchased from Bankers Life in October 2019. This account was paid monthly via automatic payment. In November 2023 I broke my foot and was in the hospital for 10 days. This was not one of the listed exclusions for the policy, however, the claim was denied due the expense not being one of the listed policy benefits.Once I was finally able to speak with someone about the claim, they said it was because I was not "admitted" to the hospital. Apparently, I was there as an outpatient, for 10 DAYS. I understand, they have the need for procedures. However, regardless of the code used by the hospital, it is clear I was in the hospital for multiple days. It seems coding is being used to not pay the claim.Business Response
Date: 05/01/2024
May 1, 2024
BBB OF ******* AND *****************
************************************
****************
Insured: *************************
Reference Number: BBB ID Number ********
We are in receipt of correspondence dated April 29, 2024 regarding the insured named above. Thank you for bringing this matter to our attention.
As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.
Sincerely,
******************************;
Consumer ********************Customer Answer
Date: 05/01/2024
Complaint: 21642027
I am rejecting this response because the Hospital Confinement Benefit indicated they would pay when you are hospitalized. They are claiming, per billing, that I was in for observation. Regardless of the reason, I was hospitalized for 10 days. In addition, there is an Observation Room Benefit which pays a maximum of 3 days. I was only paid for 1 day. Seems the company is looking for any loophole to deny claims.Sincerely,
*************************Business Response
Date: 05/07/2024
May 7, 2024
BBB of ******* AND *****************
*************************************************************
****************
Insured:*************************
Reference Number: BBB ID Number ********
We are in receipt of correspondence dated May 1, 2024 regarding the insured named above. Thank you for bringing this matter to our attention.
As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.
Sincerely,
*******************************
Consumer ********************Customer Answer
Date: 05/07/2024
Complaint: 21642027
I am rejecting this response because the policy I have indicates claim will be paid as a result of hospital confinement. It does NOT say, must be admitted as inpatient . I have no idea what policy she was reading that indicated otherwise. I have accepted the claim will not be paid, but it is not right.
Sincerely,
*************************Initial Complaint
Date:04/23/2024
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.
This person keeps soliciting me claiming she found my resume. This is happening every few mos. I've told them to no longer message or call me. At this i don't know if it's a scam. I've emailed back and she never responded acknowledging my email. I want it to stop, if it isn't a scam then i'll have to take legal action.Business Response
Date: 04/25/2024
April 25, 2024
BBB OF ******* AND *****************
*******************************************************************************>****************
Insured: *************************
Reference Number: BBB ID Number ********
We are in receipt of correspondence dated April 23, 2024 regarding the insured named above. Thank you for bringing this matter to our attention.
As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.
Sincerely,
*******************************
Consumer Relations DepartmentCustomer Answer
Date: 04/25/2024
Spoke with a rep and it's a scammer using their company nameInitial Complaint
Date:04/19/2024
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.
My mother died November 3, 2023. I called Bankers Life - *************, ** office and left a message to speak with my mom's agent to file claims for her life insurance. Dad died the year before, and I had gone through this process with them before with our then agent, *******, and had no problems. My 2 sisters and I are the beneficiaries as Dad died last year.On, January 11, 2024, *************************** another Bankers Life agent from the ******************** came to my house and I filled out the claim forms for Mom's 3 policies and provided him with a copy of Mom's death certificate and names, address, phone of my 2 sisters. On January 30th, he met with my sisters to finalize that paperwork with them.Since then, nothing and no $ checks. Calls to the office go straight to voicemail. ****** has texted back 2x: March 1 - "Team at a conference...still playing catchup...file on my desk at house....check status and report back ASAP and then, March 18 - "I was out of town-on my way to office- update you shortly." He did not. Spoke on phone - March 26 - where he admitted to sloppily handling things and apologized, said he would address it and call back the next day. He did not call. I have called office requesting supervisor - always get answering serive - ****** called back and left msg. I called back and continue to just get a machine. I have called ****** - and get voicemail.Jan 11-Apr19. It has been 3 months since completing the claim forms. I called Bankers Life customer service today, Apr 19 and spoke to **** who told me no claims have been processed. She told me to file claim forms etc. I told her I did that through their agent from *************, ** branch. I told her I called to file a complaint and speak to supervisor. Supervisor was not avail. Left my number.I am concerned that the branch office and this agent not doing their job or worse? Grief is suffering enough. Why the battle to file claims my mom put into for years?Business Response
Date: 04/23/2024
We are in receipt of correspondence dated April 20, 2024 regarding **********************************, ID #********. Thank you for bringing this matter to our attention. As we do not have HIPAA authorization on file to respond to the BBB, we will respond directly to the client regarding this matter.
Sincerely,
Consumer ********************Initial Complaint
Date:04/16/2024
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.
Trying to contact someone to submit paperwork to change policy. Fax machine off, no one answered the phone number or the cellphone.Business Response
Date: 05/01/2024
We were unable to locate a policy number for this complainant. The telephone number she provided is incomplete. We attempted to contact **************** via email to obtain additional information so we could review and expedite her request. Additionally, we provided her with the correct fax number where she could send her paperwork.
Sincerely,
Bankers Life and Casualty Company
Consumer Relations
Initial Complaint
Date:04/09/2024
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.
The Business did not resolve the problem. We decided not to go with this company because the price was a little to high for us. I soon received a bill to pay an installment, I called to find out the issue. They said I signed the document for approval, however I never signed the document. I continued to received a bill, so I asked for a copy of the page with my signature. To my surprise the agent assigned to this policy signed my name. Her signature was on the document so it was plain to see that her signature and my supposed signature were the very same hand writing. I talked to a manager from the company who was not accommodating said she had to do a whole investigation and interview me. I told her anyone can see the two signatures are the same. You are trying to investigate me and you want me to show the document. I told her she should have all the information at the company to investigate, but she is harassing me. She informed me that I paid an automatic payment from my account but I have no recognition and if that the case return it . I asked her to not call me anymore and return the payment. I also in formed her I would go to the better business bureau.Business Response
Date: 04/23/2024
We are in receipt of correspondence dated April 9, 2024 regarding *********************, ID #********. Thank you for bringing this matter to our attention. As we do not have HIPAA authorization on file to respond to the BBB, we will respond directly to the client regarding this matter.
Sincerely,
Consumer ********************Initial Complaint
Date:04/05/2024
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.
The company took money out of my Bank Account without my permission and knowledge. When I tried to resolve the problem it's taking me months to solve this problem them and My Bank. Overdraft fees are going up, putting m e in the. RED!Business Response
Date: 04/11/2024
April 11, 2024
BBB OF ******* AND NORTHERN ********
*******************************************
******* ** 60611
Insured: *********************************
Reference Number: BBB ID Number ********
We are in receipt of correspondence dated April 5, 2024 regarding the insured named above. Thank you for bringing this matter to our attention.
As we do not have HIPAA authorization on file to respond to the Better Business Bureau, we have responded directly to the insured regarding this matter.
Sincerely,
*******************************
Consumer ********************Initial Complaint
Date:04/03/2024
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.
Bankers Life representative consulted me as a new ******** in March 2023 She wrote me up a statement for a G plan supplement for Jupiter,,, I live in Martin County and Jupiter was more expensive I met with my house insurance agent who also deals with ********,,, he quoted me a G plan that was cheaper because I live in Martin County I called ******,,, the agent from Bankers Life,,, ***************,,, and told her I wanted to cancel my G plan with them because I didnt live in Jupiter,,,, she said she would take care of it In January 2024,,,we had to close our prior checking account,,due to fraud,,, only to find out Bankers Life had been withdrawing $265/ month from our account,,,, nothing recorded on my ******** statement When I called Bankers Life in ********,,, she told me to contact Customer Relations,,, fax them the information along with a copy of my ******** statement Customer Relations contacted me March 1,,, the lady I spoke to said she would reimburse me my money from June 1,2023,, she was supposed to send me a paper to sign and then they would reimburse my money,,,,Nothing came in the mail as of March 31,,, I called the number they called me from,,,,either **** or ***************** from Customer relations,,,to tell them I had not received the paper to sign,,, I said to call me before I file a complaint with ************************* they didnt call,,,, I believe it was ******** Fraud,,, preying on new ******** Members who were trusting what was said to them,,,, please help me stop this Thank you *****************************Customer Answer
Date: 04/17/2024
Hello
My complaint number was ********,,, to Bankers Life Insurance. I received a check on April 16,, for the full amount that was owed to me.
Thank you
*****************************
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