ComplaintsforHorace Mann Companies

• Initial Complaint

  07/04/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On January 4, 2024 I had parked my automobile in front of a *************** store in Hickory NC. The storefront had the concrete wheel stops in the parking spaces which are common at most businesses. My automobile, which is an Audi A6, has a low profile and and such sits lower to the ground than some other cars. As such the front bumper and associated underbelly guards can be close to these wheel stops. On this particular occasion, something on the bumper 'hooked' onto the wheel stop and pulled the bumper away from the car as I backed away. I take issue with calling this a 'collision' which is what the adjuster says it is according to the policy. The Horace Mann auto policies define a 'collision' as: "the upset of your covered auto or a non-owned auto or their impact with another vehicle or object." The policy does not state that if a claim is filed and it is determined that a collision has occured, that insurance points will be assessed to your policy. After this claim was paid, Horace Mann has now given me 2 points which I contest. This has almost doubled my 6 month premium for a company that already has this NOTICE: THE PREMIUM THAT WE ARE CHARGING FOR AUTOMOBILE PHYSICAL DAMAGE AND RELATED EXPENSES THAT COVERS THE DAMAGE TO YOUR COVERED VEHICLE(S) EXCEEDS THE PREMIUM BASED UPON THE APPROVED RATES IN NORTH CAROLINA, IN ACCORDANCE WITH G.S. 58-36-30(b). I am a retired military veteran and retired NC law enforcement officer. I have never had a traffic ticket of any kind and am very proud of that fact. To have an insurance company rate and treat me this way is reprehensible. I ask only that your office aid in removing the points from my insurance, and refund the increased portion of the new premium so I may get back to paying an already overcharged price.

  Business response

  07/05/2024

  Dear Sir or Madam:

  Thank you for your email.  We have also received a request from the ***** ******** ********** ** ********* and our process is to respond to their office.

  If you have any questions, please let us know.

  Thank you,

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

  The Horace Mann Companies

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

   

   

  Customer response

  07/06/2024

  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. I reserve the right to file another complaint at a later date. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  The August 1, 2024 to August 1, 2025 term, a Claims experience factor of 15% has been applied to the policy as a result of the May 9, 2023 hail claim, in which $13,809.37 was paid. I was not made aware of this as the damage was caused by a massive hail storm. When I put in the hail claim, I asked if my rate would be increased due to a natural disaster roof repair and was told no if would not. This is not transparent. The hail damage was beyond my control.

  Business response

  06/26/2024

  To Whom it May Concern:

  This response is to confirm receipt of your communication on behalf of our insured.

  Please note we have received communications directly from the insured and the ***** ******** ********** ** *********.  

  We have responded to the insured and will respond separately to the ***** ******** ********** ** *********.

  If you have any further questions, please let us know.

  Sincerely,
  ***** ********** ****************************** ************The Horace Mann Companies 

  Customer response

  06/27/2024

   I am rejecting this response because:
  
  Concern that their response will not be available in time in case I need to cancel policy to give the company proper notice. Would prefer for the car to be open until a response comes back from Horace mann

  Business response

  06/28/2024

  To Whom It May Concern:

  Thank you for your email.  Please note that Horace Mann has been in contact with Ms. ****** and will respond to the ***** ******** ********** ** ********* regarding her concerns.  We have also responded directly with her.

  Sincerely,
  ***** **********

  The Horace Mann Companies

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

  Customer response

  07/01/2024

   I am rejecting this response because:
  I never received a personal response. I asked about pricing quotes and never heard back from corporate or my local agent. 
  
  

  Customer response

  07/02/2024

  Since the roof was replaced last year summer of 2023 prior to August 2023, do you know why the premium increase was effective for August 2024?  I have requested a call from Horace Mann about quotes. ***** ** with the company said she would have someone follow up. I have not heard from anyone about this. 
  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My grandmother died December 20, 2023. I was the registered Beneficiary for her annuity. Finally after making a claim I received a letter telling me they would send a check to me on April 23, 2024. Instead, they closed the claim without sending out the check and although I have called three times they just tell me they send my information to the claims department, but they don’t let me talk to the claims department and don’t say when they will send the check. Annuity **********

  Business response

  05/24/2024

  Good Afternoon,

   

  Unfortunately, your Complaint is taking longer than usual to resolve. I will keep communicating with you as we work on this.

   

  Thank you.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  April 12,2024 I was contacted informing me the total loss of my 2023 vehicle. I was told I’d receive paperwork involving this matter. I didn’t receive the email within the time frame I was told I would. I contacted the company numerous times. No one answered my calls. I was put on hold then hung up on. I finally reached someone Monday April 15,2024 around 10 am (Central). Also my situation is not being handled in regards to a rental car that should be solely taken care of because this company represents the liable party. I was only allotted 11 days for a rental car when the entire claims process is still ongoing in which I will be without a car until my claim is finalized which I am not happy about.

  Business response

  04/25/2024

  To whom it may concern, I am writing in regard to ID: ********, please see the Company response addressed to the BBB attached.

  Respectfully,

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

  The Horace Mann Companies

  We are in receipt of your letter dated April 16, 2024. Thank you for allowing me the opportunity to respond
  on behalf of the company.
  On April 24, 2024, we provided our detailed company response regarding Case ID: ******** via email to
  Ms. ********* email address listed with this Case.
  We hope this information is helpful. Please contact us if you have additional questions.
  
  Sincerely,

   

  Customer response

  04/25/2024

  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.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  PLEASE DO YOUR JOB ACCURATELY, CORRECTLY, AND IN ORDER. I RECEIVED NO BILL FROM YOU VIA **** MAIL. THIS MAY BE THE SECOND SCREW UP YOU MADE IN THE PAST 6 MONTHS. I HAVE BEEN A CUSTOMER WITH HORACE MANN FOR OVER 30 YEARS AND MY PARENTS BEFORE ME AND WE ALL WERE HAPPY WITH NO OR VERY LITTLE ISSUES UNTIL TODAY 2023 AND 2024. I AM ASKING YOU TO DO YOUR JOB AND DO RIGHT BECAUSE I SHOULD NOT HAVE TO BE THE ONE TELL YOU WHAT TO DO AND HOW TO DO YOUR OWN JOB. 2023 WAS A VERY MUCH OF HEADACHE AND A HASSLE TO REGISTER MY NEWER CAR. I HAD TO FINALLY GO THROUGH MY LOCAL AGENT TO HELP ME. AND THAN ANOTHER NOTICE SEVERAL MONTHS LATER AFTER IT HAD BEEN RESOLVED WAS ANOTHER DISAPPOINTMENT. NOW TODAY MARCH 2024 I RECEIVE ANOTHER NOTICE BY EMAIL THAT MY BILL IS NOT PAID WITH VERY LITTLE ADVANCE NOTICE NOR AN ACTUAL COPY OF THE BILL IN HAND IS ANOTHER DISAPPOINTMENT. IF THIS KEEPS UP THIS WAY I MAY FIND ALTERNATIVES INCLUDING FINDING ANOTHER INSURANCE COMPANY TO MEET MY NEEDS.

  Business response

  04/05/2024

  Good afternoon, 

  This request was handled by phone with the local agent office, which resulted with the client getting insurance with 3rd party of ours. 

   

  Please let me know if you need anything further. 

   

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

  Customer response

  04/13/2024

  I am THANKFUL for my local agent.

  I hope Horace Mann do more training for their employees for better customer service.  

  I hope Horace Mann would be more competitive to reflect premium costs of other companies.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Horace Mann agent ***** *****, my assigned advisor, has lied on multiple occasions regarding a request for funds disbursement, processing times, processing requirements, documentation needed, communications requests, and more. To date, there is no resolution on my funds disbursement after talking to numerous agents, his boss, calls and more. I have yet to get a resolution on this matter and the necessary funds disbursed. ***** has been unresponsive after promising resolution.

  Business response

  01/05/2024

  Your letter dated December 28, 2023, has been referred to my attention. Thank you for allowing
  me the opportunity to respond on behalf of the company.
  We sincerely apologize on behalf of the company to Mr. ****** for the inconvenience he
  experienced while we processed his withdrawal request. Our records indicate the following
  timeline of events.
  December 13, 2023, Horace Mann Exclusive agent, ***** ***** provided Mr. ****** with the
  withdrawal form.
  December 15, 2023, Horace Mann received a completed form from Mr. ****** after business
  hours on a Friday at 5:39 PM.
  December 18, 2023, the next business day from receipt, the form, the voided check, and request
  for Horace Mann to obtain Third Party Administrator’s (TPA) approval were provided by Mr.
  ***** in anticipation that he would be out of the office. The withdrawal request received was for
  combined amount from each contract with direction for Horace Mann to request the TPA
  approval.
  
  December 22, 2023, Mr. ***** received a copy of the TPA Approval via email from Mr. ******.
  That same day Mr. ****** called Horace Mann to inform that he received the TPA approval and
  emailed a copy of it. Mr. ***** called the TPA and confirmed with them that they had approved
  it and nothing more was needed.
  
  December 26, 2023, the Processor reached out to Mr. ***** in attempt to obtain the withdrawal
  specifics for each contract and to advise that Mr. ****** would need to complete the required
  transaction form for the TPA (TSACG) and that this could be completed on-line.
  December 28, 2023, the TPA approval was received, and the withdrawal was processed from
  each contract as directed. We sent the funds to by direct deposit to the account requested. This
  was the maximum amount allowable for this hardship process.
  
  If you have any further questions or need any additional information, you may reach me at **** ********, or by email at ******************************.
  
  

  Customer response

  01/05/2024

   I am rejecting this response because:
  
  There are numerous facts in the companies response that are inaccurate and many facts that are missing. This includes various emails that went on, answered, as well as inaccurate information provided by the agent of the company. The company also neglected to provide information regarding my additional temps to call, email, message, and speak directly to other agents at the company. Although some of the facts in the letter are accurate. It does not capture the full story. 

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a 403B account with Horace Mann. I left my employment with ******** County and took a job n ********* County. I requested to transfer my account a differ t company as ********* County does not utilize Horace Mann. The rollover was a 403B account to a 403B account. BOTH ******** County and ********* County school systems signed off and approved the rollover as 3rd Party. Horace Man. Has denied the rollover saying it is not allowed. So, my account is sitting idle. Thisbisb legal transfer of funds as I left ******** county as a a qualifying event of change of employment.

  Business response

  12/29/2023

  Dear Sir or Madam:

  I have securely emailed Mr. ****** a Horace Mann form directly as it included his personal information.  

  Thank you,

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

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

  Dear Sir or Madam: Your correspondence dated December 15, 2023, has been referred to my attention. I appreciate the opportunity to respond on behalf of the company. In order to review Mr. ******** request further, we request he complete the attached Horace Mann Life Insurance Company (HMLIC) Transfer, direct rollover, or exchange to another company form and send it back to HMLIC in good order. We will then proceed with his request. If you have any further questions, you may reach me at ************, or by email at ******************************. 
  

• Initial Complaint

  08/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On April 1, 2023 Horace Mann customer ***** ****** crashed into my rear bumper on the highway. A dispute was filed with dispute number **********. It took over a month of continuous phone calls to have an adjuster come out and look at the damages and I have heard nothing back since. The case was supposedly handed over to agent ******* ******, however phone calls and emails to him go unanswered. I have not spoken to him once about the case or received any update. If you call their main customer service line you are transferred to leave a message and if you ask for a supervisor you are told they are not in the office at that time. I was never given a direct phone number to ******* and only received his email due to it being on his voicemail greeting after being transferred to leave a message (****************************m). Their customer is at 100% fault for the accident as shown from the police report attached and it appears they simply are stalling to not pay damages to have my vehicle repaired. It has been over four months since the accident and they have done nothing to compensate me for damages done to my vehicle.

  Business response

  08/22/2023

  Dear Sir or Madam:

  Thank you for your email.  

  We have been in contact with our insured driver and have been in communication with Ms. ******* as well.  This matter is now resolved.

  If you have any further questions, please let me know.

  Sincerely,

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

  The Horrace Mann Companies

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

• Initial Complaint

  08/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am highly disappointed in the service and lack of customer care and empathy I have received as a paying consumer. My car was involved in a wreck and I was prompt in providing all of the requested details to their representative in a timely manner. I was advised that based on the information I provided, an estimate would be requested from the mechanic and the check would be sent for the payout. During this time, I received a rental car and was advised that it would be covered for 30 days, which would be enough time for the claim to be approved, paid out and repair completed. However, as of Thursday, August 10, 2023, there was no update on the car nor had repairs started. I repeatedly contacted the mechanic and the insurance company and both kept telling me that they were waiting on each other. Due to the lack of communication and accountability from either party, I hit my 30-day mark with no progress. I had to turn the rental back in on August 10th, which left me in a bind with no transportation and I am a caregiver that requires around the clock access to a means of transportation. I finally got a call Saturday, August 12th that the estimate had been approved and check sent to the mechanic. However, I am still without transportation and cannot afford to come out of pocket for additional days for a rental. I have had to take ownership and contact the insurance company for simple updates because no one thought to inform me, the consumer, on the progress of the claim or lack there of. Requested resolution: Due to the hardship caused by lack of communication and process follow through, I am asking that Horace Mann Insurance Company accommodate me with a courtesy rental car until the repair is complete so that I may continue fulfilling my duties.

  Business response

  08/22/2023

  Dear Sir or Madam:

  Thank you for your email.  We have left a phone message for Mr. ***** concerning the extension of the rental vehicle.  This matter should be resolved. 

  If you have any further questions, please contact me.

  Sincerely,

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

  The Horace Mann Companies

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

• Initial Complaint

  07/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The coverage decision made by the Claims Adjuster, ***** **, is factually incorrect. Citing negligence on the claimant's part due to failure to keep a proper lookout is offensive considering your driver could have killed the claimant due to his reckless driving. A split liability decision reflects bad faith claim handling on Horace Manns behalf. I have escalated the claim to the supervisor for further review. However, ********* *****, has not returned the call as he stated he would via email prior to going on vacation until the 26th of July. It seems Horace Mann does not wish to resolve this claim in an amicable manner and instead is relying on the claimant's willingness to take other measures to become whole again. If you would like to resolve the issue prior to the introduction of further representation, please give me a call to discuss as soon as possible. Best Regards, ****** ***** * *** ** **** ********** ************

  Business response

  08/02/2023

  Dear Sir or Madam:

  Thank you for your inquiry.

  We have been in contact with Mr. ***** and his mother on July 25, 2023 and resolved this matter.

  If you have any  further questions, please contact us.

  Sincerely,

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

  The Horace Mann Companies

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

*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. ↩