Complaints

This profile includes complaints for Dearborn Life Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dearborn Life Insurance Company

  701 E 22nd St Suite 300 Lombard, IL 60148-5095

• 

  Dearborn Life Insurance Company

  300 E Randolph St # 1800 Chicago, IL 60601-5014

• 

  Dearborn Life Insurance Company

  1020 31st St. Downers Grove, IL 60515-5501

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:01/22/2025

  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.

  ****** Eileen ***** took out a $10,000 life insurance policy with Dearborn Life Insurance Company ( policy # *********) and was paid up for the first quarter of 2024 . ****** past away on March 18th 2024. I ( ******* ***********) am the executor of her estate and after going through Sandras belongings and papers and bank statements the only thing we could find was a upto date paid statement for Dearborn Life Insurance. After securing a lawyer in the beginning of April and numerous emails and phone calls a check still has not been received (01/22/2025). We were last told a check was to be overnighted on 01/16/2025,we have not received it as of today (01/22/2025). Any help you could provide would be greatly appreciated. Thank you ,******* ***********

  Business Response

  Date: 02/05/2025

  Good Afternoon,

  Please find attached Dearborn Life Insurance Company's response to the BBB complaint file under # ******** regarding ****** *****.

  Let us know if you have any additional questions or concerns.

  Thank you

  ****** ****

• Initial Complaint

  Date:08/08/2024

  Type:Delivery 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 submitted a STD claim 2/14/2024 for my cesarean section I had on 2/12/2024. Since then I still have only received 1 month of benefits paid out of the three months that were filed. I have made calls 3/14, 4/22, 4/24, 4/25, 5/3, 6/25, 7/3, 7/23, 8/6, 8/8 all in attempts to get an update on status & subsequently have been told every time that they are needing more documentation. As of 8/8, they have received over 400 pages of medical records from all pertinent medical providers dating back to 4/1/2023. Both the ******************************* (STD claims **************** (manager/team lead) have taken zero accountability for their lack of communication resulting in subsequent delay in paid benefits I am rightfully owed. This ****************************** business practices are apparent in how their employees handle these claims.

  Business Response

  Date: 08/21/2024

  Good Afternoon,

  Please find attached Dearborn Life Insurance Company's response to the BBB complaint file under # ******** regarding **************************.

  Let us know if you have any additional questions or concerns,

  Thank you

  *********************

• Initial Complaint

  Date:07/29/2024

  Type:Product 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.

  My ex-husband was ordered in our divorce decree of June 19, 2017 to maintain life insurance with myself as the beneficiary in order to secure debt he owed me. He died on January 7, 2024. Dearborn Life has been using delay and deny tactics since the moment of his death. They first refused to confirm I was the beneficiary. Next they claimed to have mailed the claim forms to "whoever is the beneficiary" but no forms ever arrived. Next another agent told me I could fill the claim form out online (after nearly two months delay). Every time they request a document they only request one at a time, not everything they need. The documents they send to ***** dated three weeks from when they actually arrive, if they arrive. They repeatedly tell me they have not received the same documents even after I call and confirm they have been received. The representatives are mean and rude, one particular man yelled at me while I was sobbing. In June I requested a copy of the policy. I was told I am not allowed to have it. I was told they would send a "certificate of loss". It never arrived. Two weeks later I called and asked and they said "we don't know why, we will send another but it will take 10 business days." Two weeks later I called and was told I cannot have the certificate of loss either. I cannot have any documentation. They want me to show proof that my ex-husband proved to me that he had obtained the policy seven years ago as required by the divorce decree. No one will ever allow me to speak to a supervisor, no one will return my calls. I am told the legal department cannot be reached via telephone, only by mail. They claim that every time I request something "the clock restarts for ten business days." They have discontinued communicating with me and are clearly hoping I will just go away. The policy certainly does not say that providing proof of the policy to an ex will be needed to pay out the death benefit.

  Business Response

  Date: 08/02/2024

  Good Morning,

  I'm working with *********************** on this complaint,

  We are reaching out because our Legal Team need some additional information in order to review this case. Can you please provide the date of birth/social security number for insured ***********************.

  Also, if possible, can ************** provide any forms that she had already filled out and submit them as well.

  Thank you

  *********************

• Initial Complaint

  Date:07/26/2024

  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.

  I contacted Dearborn Life Insurance to surrender a whole life policy on June 25th, 2024. They have sent me the wrong forms, rejected the forms I have returned for one reason after another. Bottom line they refuse to return the cash surrender value of this policy. The facts are almost identical to the complaint filed here against them on 5/22/2022. Everytime you send something in, they find a reason why its not good enough. They never contact you to tell you there's a problem, you only find out after you call to find out why you haven't been paid.

  Business Response

  Date: 08/15/2024

  Good Afternoon,

  Attached is Dearborn Life Insurance Company's response to the BBB complaint filed under 22049275.

  Please let us know if you have additional questions or concerns.

  Thank you

• Initial Complaint

  Date:05/09/2024

  Type:Product 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.

  AMcCoy has faithfully paid premiums for 32 years. She died March 10, 2024. Request for Death Benefit first requested March 19. Corrective action was necessary on complainant's part, requiring initials on Request form and an original Death Certificate (rather than the cc enclosed). The corrected form, along w an original Death Certificate were express mailed via **** on April 17. Calls to Dearborn Life indicated the envelope had not been received. On April 29, a second mailing containing all requested docs was expressed via **** with an enclosed pre-paid *** return envelope. Dearborn Life confirms receipt of the *** return mailer, but reports having not received the enclosed documents. Complainant has phoned Dearborn Life multiple times over the past 8 weeks; on every occasion the same reply "All I can do is email the ************* There is no way to discuss/resolve the issue directly with those responsible for processing Death Benefit claims at this company. Whatever assistance you can provide will be greatly appreciated.

  Business Response

  Date: 05/21/2024

  Good Afternoon,

  We are reaching out to see if we can request an extension on this complaint. Our Legal team is asking for a new due date of 05/29/24.

  Thank you

   

   

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21688984
  
  I am rejecting this response because: While I have received reassuring phone calls from Senior Claims Specialist, *******************************, it seems her best efforts are not supported by the entire Dearborn team. She reports having requested, and having copies of an issued check on May 22nd. She gave direction to have it forwarded to my home address using the pre-paid *** express mailer I provided. *** package #1Z0F13Y48709221286 has seen no activity as of May 28, 1:30p. I invested $41.48 in a *** express mailer knowing that our local postal system has been experiencing debilitating delays in forwarding/delivering mail. All I can guess is that Dearborn entrusted the check to the ***** contrary to expressed agreements. So here I sit, 12 weeks after Dearborn's first receipt of our Death Benefit Request.  We acknowledge that some of the delays on both ends is attributable to Georgia's deficient postal service, and that ****************** has been very conscientious in her follow-up and communications. However, the added expense of credit card interest charges, additional death certificate fees, and express mailings is incredibly frustrating--and expensive.

  My only hope at this stage is that the check will arrive sometime in June, and that Dearborn will return my unused *** express mailer so that I may recoup some of the charge.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/28/2024

  Good Afternoon,

  Please see attached Dearborn Life Insurance Company's response to the complaint that was filed on behalf of **********************, under BBB file number 21688984.

  Thank you

  Customer Answer

  Date: 05/29/2024

   
  Better Business Bureau:
  
  The Death Benefit payment arrived at my home today, May 29. I wish to close the complaint. Thank you for your assistance. s 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/29/2024

  Type:Product 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've been trying to get them to pay my benefits of big brothers life insurance policy in which he named me,his younger brother beneficiary. My brother died TEN YEARS AGO!!! Still after all this time I have not seen a *****. A life insurance policy is pretty cut and dry but this company, Dearborn National Life insurance, still managed to keep a tight grip on the money and not releasing a *****. This is how.....they went behind our back WITHOUT NOTIFYING ** IR GETTING PERMISSION and put the funds into an ANNUITY TRUST FUND and locked it up for TEN YEARS!!!!! here we are 10 years later and should be able to finally receive it& we're getting every excuse possible AGAIN ! saying they can only receive documents via fax then claiming they never received the fax or that it came out too dark to read.... or " it's under review" or anything BUT cooperation or conducting themselves as a business of integrity. They're shady and make it EXTREMELY difficult to reach out to them for customer service. They offer no email. Only receive fax then lie And say they can't read the document. I said they should contact their maintenance if the fax machine causes papers to come out "all black" as they said but it's not my fault but rather it's an issue in Dearborns end w/ fax mchine. They say they'll "send a letter" and don't want to talk I. The phone unless I really pursue the issue and tell them I will not sit for several weeks waiting for a letter that never comes when they can tell me on the phone. They give constant excuses as why they're delaying paying the policy. It's been TEN Years since the death of my brother who opened the policy. It's time they send me what I am legally due as beneficiary. I've sent EVERYTHING they requested but they won't confirm or deny that they have all the paperwork and just add as they go in order to cause more delays. I've read almost 100 similar complaints from customers online so it's common to do this to their customers.

  Business Response

  Date: 04/10/2024

  Good Afternoon,

  Please see attached response letter regarding BBB complaint number ******** for *******************************?

  Thank you

  *********************

• Initial Complaint

  Date:02/05/2024

  Type:Order 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.

  Despite repeated attempts and submission of all necessary documentation te hcompany wil lnot pay the death benefit per the life insurance policy.

  Business Response

  Date: 02/19/2024

  Good Afternoon,

  Please see response to the BBB file number 21247380?

  Please let us know if there's anything additional that's need.

  Thank you

  Business Response

  Date: 02/20/2024

  see attachment

  Customer Answer

  Date: 02/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is partially satisfactory to me.  However, I have not yet received payment only that they intend to issue a death benefit check in an unspecified amount.  Since I have not yet received the check, I would like to reserve the right to reopen this case if it is not received.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/24/2023

  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.

  Its regarding my father ********************* who at the moment is not able to file a complaint because of his health issues.My father had a bypass surgery May 23rd. He suffered multiple strokes during the surgery or some time around that time, they were not able to give exact time period, leaving him mentally disabled. I provided all records and documents and still was denied for continued short term disability after 3 months. Each time I called I was not able to contact the agent ( ************************* ) instead auto wait for a call back. After few days waiting I called again but this time I requested to speak to ********* whos the manager. At that moment he picked up the phone telling me lies that he was trying to reach me and left messages which wasnt true. Few weeks earlier he requested a letter from the neurologist that was explaining my fathers condition. I told him to contact me if theres an issue. He never contacted me, and my fathers benefits were cancelled. What I called to talk to him he lied to me saying that this isnt what he was asking for and that he will reach out to the doctor himself. After few days I reach out to the doctors office and they said no one ever called from the insurance requesting anything. Now every time im trying to reach ******, I am told that he is busy and that he will call back. Its been 10 days and no calls from ******. At this point I would like to file a complaint because my fathers company that he works for are letting my father go because he isnt approved by STD to stay home, also they told me that because of my dads mental condition hes not allowed to comeback and operate the machines. Yet the insurance isnt approving his disability. I provided all documents they asked for. I have phone records, and all documents that states that my father cannot go back to work at this time.************************* ( Daughter)

  Business Response

  Date: 11/06/2023

  November 6,2023

  Better Business Bureau
  121 *****************************
  Suite 2000
  *******,** 60601
  
  bbb.org/*******
  
  RE:      Consumer/Complainant:*************************
  Your Case Number:20775522
              Our Claim Number: GDC-193833
              Insuring Company: ********** and Blue Shield of ********
              NAIC Number: 71129
              Situs State: **
              ******************* Short Term Disability Claim
              Policyholder: *************.
  
  Dear Customer Relations Representative:
  
  We are writing in response to your recent inquiry which we received on October 24, 2023, regarding Mr. ************ Short Term Disability (***) claim. Mr. ******* *** claim is currently open and pending. I have conducted a thorough review of all the documents and materials related to Mr. ******** claim and have summarized the relevant portions below.
  
  We received Mr.******** claim for *** benefits on June 6, 2023. ****************** stated he was unable to work as of May 23, 2023. In order to be eligible for benefits,insureds must provide evidence on an ongoing basis which established that they meet the definition of disability under the applicable policy. The Attending Physician Statement, completed by ************************************* on May 31, 2023,provided the diagnoses of aortoiliac occlusive disease and acute renal insufficiency. ************************ advised that surgery (aortofemoral bypass) took place on May 23, 2023, and she stated ****************** was unable to work from May 23, 2023, until June 14, 2023.
  
  On June 12, 2023, the *** Claims Analyst, *************************, called ****************** and left a message for a return call. **************** called again on June 15, 2023, leaving another message and when ****************** returned the call, **************** was not available. *************** called again on June 16, 2023, but was unable to leave a message for a return call. 
  
  A letter was sent to ****************** on June 30, 2023 (attached), asking him to contact us. On July 5,2023, **************** called ****************** and left a message for a return call. ****************** returned the call on that same date and spoke with ****************. **************** advised he would approve the *** claim for the period of May 23, 2023, through June 14, 2023, and we would need medical records to approve *** benefits beyond June 14, 2023. A letter was sent to ****************** on July 5, 2023, confirming this decision (attached). To help expedite the receipt of the medical records,**************** sent a request for the medical records to ************************ via facsimile on July 5, 2023. 
  
  **************** left a message for ****************** on July 10, 2023, and when she returned the call, *************** was unavailable. ****************** advised the *********** Representative that we should request medical records from ******************. **************** sent a request for the medical records to ****************** via
  facsimile on July 10,2023. 
  
  We also sent a letter to ****************** on July 14, 2023, advising that we had requested his medical records from ************************ and ******************, but had not yet received them.
  
  On July 24, 2023, we received from ****************** a partial medical record noting that ****************** was hospitalized from July 7, 2023, until July 11, 2023. ****************** called, but **************** was not available and so she spoke with *****************************, *** Team Leader. ************** advised that based on the medical records received, we would approve additional *** benefits through August 11, 2023, but would need medical records to approve beyond that date. Attached is the letter dated July 24,2023, confirming that decision.
  
  On July 25, 2023, we received a response from Dr. ******** office that there were no medical records for ****************** for the period of May 23, 2023, and beyond.
  
  ****************** called on August 10, 2023, and left a message for **************** that Mr. ******** next visit with ****************** was postponed until August 26, 2023. On August 11, 2023,**************** approved *** benefits through August 26, 2023, but we would need medical records to approve beyond that date. Attached, please find the letter dated August 11, 2023, confirming this decision.
  
  On August 11, 2023,**************** tried reaching ****************** by telephone, but reached a recording that the number was disconnected. ****************** called on August 11, 2023, and spoke with the *********** Representative who advised of the approval of additional *** benefits through August 26, 2023.
  
  ****************** called on August 25, 2023, and spoke with **************. ****************** advised she would be faxing over additional information. We received an Attending Physician Statement completed by ****************** on August 21, 2023. We did not receive any medical records.
  
  **************** called ***************** at on August 28, 2023, and left a message for a return call. ***************** returned the call, but **************** was not available. **************** called ****************** on August 28, 2023, and left a message for a return call.
  
  **************** spoke with ****************** on August 30, 2023, and agreed to approve additional *** benefit through October 1, 2023. He explained that we would need medical records to approve beyond October 1, 2023.
  
  On September 25,2023, we received a letter from ********************** advising that he was Mr.******** neurologist. The letter stated that ****************** is disabled and unable to work. ********************** did not provide any medical history or records in support of this opinion.
  
  ****************** called on October 10, 2023, and spoke with the *********** Representative who advised that we were waiting for medical records. **************** called ****************** on October 10, 2023, and left a message stating that in order to extend *** benefits beyond October 1, 2023, we need medical records.
  
  **************** spoke with ****************** on October 16, 2023, and explained that we need medical records to extend *** benefits beyond October 1, 2023. **************** agreed to request the records from ********************** which he did via facsimile on October 16, 2023.
  
  On October 20, 2023,we sent a letter (attached) to ****************** advising that in order to approve *** benefits beyond October 1, 2023, we need medical records.
  
  On October 24, 2023,****************** called and spoke with **************. ****************** was upset and stated that she was told we only needed a letter from her fathers physician and now she is being told we need medical records. ************** attempted to explain why we needed the medical records but ****************** stated she had spoken with an attorney and would be filing a complaint.
  
  As of today, we have not received any medical records. We requested records from ********************** through our medical vendor ********. ********************** requires a special authorization to release his medical records and the special authorization was sent to ****************** by mail on October 25, 2023.
  
  Though ***************** states that she provided all the records and documents we have requested that is not correct. In order to extend *** benefits under the policy beyond October 1, 2023, we require that ****************** (or his representative) submit medical records from medical providers. ***************** also states we have denied Mr. ******** *** claim and that is not correct. Mr. ******** *** claim is currently open and ongoing.
  
  We hope this response sufficiently addresses Ms. ******** concerns. Please feel free to contact our office if you have any questions regarding this correspondence.
  
  Sincerely,
  
  ***********************
  
  ***********************, ALHC
  Unit Manager Appeals 

• Initial Complaint

  Date:08/12/2023

  Type:Product 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.

  Have been trying with this Company since October 2022 to find out the status of my waiver of premium. As long as I am disabled I am eligible, they received my documents as well as physician the end of August 2022. ******** was used to collect medical information, they received my paperwork April 2023. This is another concern about what this company will take my family through if something were to happen to me. Attached is a letter sent to them with dates and still all I get is no return call or call stating they are looking into it, it is August 12,2023 and still nothing.

  Business Response

  Date: 08/23/2023

  Good Afternoon,

  Attached is Dearborn Life Insurance Company's response.

  Please review and let us know if you  have any additional questions or concerns.

  Thank you,

  ***********************
  Contract Specialist /
  DNoA Privacy Coordinator
  DOI Complaints DG <*************************************************>
  
  

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20460918
  
  I am rejecting this response because:
  II am appreciative that Dearborn Group has reached out, however I have never received an approval letter dated August17, 2023, there has never been a problem with receiving mail from Dearborn Group. I never stated that I was ever denied, my issue was not hearing from or getting the run around for almost a year from Dearborn. I would like this approval letter mailed to my home address so that this matter can be resolved, thank you.
  Sincerely,
  
  *******************

  Customer Answer

  Date: 08/28/2023

   
  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. Hi this is in regards to complaint ID ********. The issue has been resolved. Thank you very much
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/03/2023

  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.

  I am trying to receive a Supplemental life insurance from Dearborn via my employer. Case was open in August 2022. Promptly received medical exam to qualify and completed the questionnaire. Afterwards - received some confusing forms to be completed via mail. Called the company, was promised to receive a call from Medical Underwriting - no response. Called back - same promise, no response. Completed forms to the best of my ability. Received a follow up letter requesting medical records (???) called back and customer service repeatedly told me it was my responsibility to send medical records. Very non-specific request - I cannot ask my medical office to prepare a copy of all my medical history and how to send this to Dearborn? Few follow *** later with **************** one person told me there is a vendor company who is in charge. Advised to call my medical office to check if my records were sent. Confirmed, vendor received medical records. A month later Dearborn confirmed a receipt of my records (I called) but I got a letter by mail that my case was closed as the request timed out. Was transferred to another person who said that the case should remain open as this was not my fault. Few more calls between Nov and **** was always told by **************** to call back. Case is open but no follow up. No timelines for resolution provided at any of the calls. Requested Medical Underwriting to call back multiple times - ***** followed up. Called today, Feb. 03. Was told I need to provide results from my GI doc for the visit in Dec 2022. Again, I don't understand why they keep asking me to provide medical records??? This also seems as an infinite loop. Complete lack of professionalism, useless customer service, lack of understanding how process work, absence of any follow up and complete disrespect to my personal time or feelings. Unfortunately, this is the only provider for Suppl Term ** my employer has and I don't know how to move my case from the dead lock.

  Business Response

  Date: 02/16/2023

  Good Afternoon,

   

  Please know that per our attached email dated Tuesday, February 14, 2023 regarding Complaint # ********, for ***************, our Medical Underwriting Team requested an extension.  They are working with another area to obtain the needed information and additional time was requested to ensure we had the correct documentation/information that's needed to provide our response. 

  The email was submitted by *********************, who is also working with our department in reviewing/following-up on emails.

  Our attached email requested if we can extend the due date to Tuesday, February 21, 2023, but if we can push to the 24th of February that would be great.
  

   

  Please let us know.
  

   

  Thank you,
  

   

  ***********************

   

  Business Response

  Date: 02/20/2023

  Good Afternoon,

  Attached is the response. On the zip file there should be 7 attachments.

  Please let us know if you didn't received.

  Thank you

  *********************