Complaints

This profile includes complaints for Horace Mann Companies's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Horace Mann Companies

  1 Horace Mann Plz # G100 Springfield, IL 62715-0001

• 

  Madison National Life Insurance Co., Inc.

  1241 John Q Hammons Dr Madison, WI 53717

• 

  Madison National Life Insurance Co., Inc.

  PO Box 5008 Madison, WI 53705

• 

  Madison National Life Insurance Co., Inc.

  PO Box 5008 Madison, WI 53705

• 

  Madison National Life Insurance Co., Inc.

  1241 John Q Hammons Dr Madison, WI 53717

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:04/10/2025

  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.

  I opened the policy in December through Ms. ***** *****, whose service has been excellent. I made an initial payment of $291.26 on December 16. In February, I was offered a partial payment arrangement due to financial hardship and paid half the balance on March 1. I was told there would be no payment due on March 15. However, I was shocked to find an April bill for $829.53 with no prior notice. When I contacted your office to request a payment plan (installments on April 16, April 30, and May 13), I was told it wasn’t possible due to how billing was processed. This feels misleading, especially since I’ve made every effort to communicate and pay. Now I’m being told my policy is in “negative status,” which is frustrating and unfair given my proactive outreach. I request this issue be escalated to a supervisor or higher authority. If unresolved, I may have to consider switching providers. I want the company to own responsibility and to allow me to be able to split my remaining payment into payments that work for me

  Business Response

  Date: 04/10/2025

  To Whom It May Concern:

  Please accept this email as acknowledgement of this case.  We will investigate this matter and respond directly to the Complainant on behalf of the Company. 

  Sincerely,

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

  The Horace Mann Companies

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

  Customer Answer

  Date: 04/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:03/17/2025

  Type:Customer Service 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 was rear ended by their insured driver and NOTHING has been done in a week to help me. My mini van may be totaled and very inconveniant to my life and 3 little children.

  Business Response

  Date: 03/18/2025

  To whom it may concern,

  we will respond directly to the claimant.

   

  Thank you!

  ****** *****

  Law Division
  Compliance Analyst
  The Horace Mann Companies
  **** **** ************ ***** ******************************

• Initial Complaint

  Date:01/20/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  From June 2024 to date, I have had nonstop challenges regarding the monthly insurance amounts for my 2013 Mercedes GLK and 2021 Audi Q5. Each Horace Mann representative I've spoke to, acknowledges the errors of the prior rep, makes a change and within the month something reverts back and I receive more contradictory letters that have inconsistent billing amounts or a notification of insufficient funds. My bank has confirmed my bank accounts have had sufficient funds the entirety of the time and the issue is on the requestor's side. My bank representative has spoken to a Horace Mann representative and confirmed that the errors is on the vendor's side and disputed allegations made my Horace Mann that "they already received a decline..." as my bank confirmed "my account wouldn't decline because the funds are present and the denials are processed within the day, not within minutes of the request". To date, I have contacted the Customer Service center and Horace Mann receiving conflicting guidance and an email address to submit my documentation to which has gone unresponsive. The customer service provided within the past year has been deplorable and the billing antics are deplorable and fraudulent. I am requesting all insurance coverage end the date of the last payment per their records and I will deal with my state regarding any lapse in coverage penalties. I have attempted to get clarity regarding the billing for over 2 months to no avail from Horace Mann. Their online complaint form doesn't work, yet all their website does it point you to the form for escalations. You can populate the form, but it will error out each time you attempt to submit. Another example of their outdated processes and systematic issues.

  Customer Answer

  Date: 01/22/2025

  1/22/2025 - I spoke with a Horace Mann local agent (***** *********). He was assigned given my geographic location. Mr. ********* attempted to explain the charges and requested totals due, but too found conflicting information in all the correspondences that had been mailed to me regarding my Audi 2021 and Mercedes GLK 2013 plans. Horace Mann never called to request funds or explain any disruptions in payment receipt, they mailed letter after letter with conflicting information from the prior. As the agent reviewed each statement he too became confused. I requested that my Horace Mann coverage be ended at date of last payment receipt which was 11/15/2024 for both vehicles. He indicated that "it couldn't be done because had an accident occurred although full receipt of premiums haven't been received Horace Mann would have covered the cost." I believe that to be invalid as I received a letter of cancellation stating that coverage would end 11/22/2024. The additional $900~ that is being requested from Horace Mann is total fraud due to their insufficient processes and systematic errors. My accounts have never been delinquent my bank statements are proof and my bank has attested to that. Horace Mann should cancel my coverage to the point of last payment with no additional monies being owed as I will take the associated penalty for lack of vehicle coverage from the state. I notified Horace Mann of this and they refuse to correct this matter because of their fraudulent and deceptive practices. Each Horace Mann representative that touched my account made some change that negated prior changes that were made. I was notified today that drafts are not accepted from saving accounts from Horace Mann which is invalid as other deductions were successfully made from the exact same account. I was informed today that if a clerical error was made in once system by the representative and not updated in the "drafting" system as they are separate platforms, then the deduction errors that occurred with my account would happen. Once again, I am being penalized for the inefficiencies and poor internal process and support of the Horace Mann Service Reps. 

  Customer Answer

  Date: 01/23/2025

  Awareness - No Resolution or Successful Contact: I have received two voicemails from **** stating she is from Horace Mann's leadership team for the last two days 1/22/25 and 1/23/2025. The number she provided is for the standard customer service line (**************) in which she told me to "ask for her"....This is not productive nor have I been successful in contacting her. I am a executive with a busy calendar, her cold calling without email follow-up scheduling a call in advance to discuss my concerns is a problem. Another example of Horace Mann's check the box antics to never provide efficient resolutions. I am accessible via email and text message and have requested from them on multiple occasions communication in that manner to document what is stated as they always state on thing and later backtrack the prior information provided. **** did not provide a last name so, I have no way of following up with an email. I just want my plan cancellations to be in accordance with the letters that were sent to me indicating 11/21/2024. I will address the gap in coverage with the state. No additional monies should be owed as I confirmed payments were received on 11/15/2024 for both the Audi and Mercedes policies. I am not paying coverage for a year for coverage that was supposed to be monthly and only over a 6 month timeframe. 

  Customer Answer

  Date: 01/25/2025

  Providing direct message sent to Horace Mann requesting a coordinated call due to their continued antics or cold calling only providing a 1-800 number stating they are “on a recorded line” in the voicemail without providing return call prompt guidance or following up by any other methods. 

  Business Response

  Date: 01/31/2025

  Dear sir or Madam:

  Thank you for giving me the opportunity to respond for the Company. 

  Horace Mann has looked into this matter and contacted the client directly. We consider this matter closed. 
  

  Due to our client's privacy, we will not share more than that. If you have any further questions, please get in touch with me. 

  Sincerely,

  ****** ***** 

  The Horace Mann Companies 

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

  Customer Answer

  Date: 02/04/2025

  Please keep complaint open at this time. As of 2/4/2024 the matter has not been resolved. The manager (****) that my escalation is with had to do additional research with the billing department due to the number of discrepancies in information. 
  

  The canned response provided by ****** regarding this matter back to the BBB is not acceptable resolution and deflects because nothing about this matter is private a host of internal issues were found. 

  Customer Answer

  Date: 02/04/2025

   I am rejecting this response because: This matter is still unresolved with Horace Mann as of 2/4/2025. I am waiting additional information after their research regarding billing due to numerous calculation and communication discrepancies. The canned response provided by ****** is not sufficient and there is no confidentiality concerns as I brought this matter to the BBB. His response deflects any negligence that has occurred. I should have another meeting with Horace Mann management (**** S.) this week. I am awaiting her time confirmation at this time. 
  
  
  

  Customer Answer

  Date: 02/10/2025

  Updated correspondence with Horace Mann - I am still contesting the date of termination of coverage. Horace Mann is being intentionally misleading and purposefully portrayed deceptive business practices. Horace Mann is not trying to honor the termination notification that they sent to me with the effective date of 11/22/2024. Documentation and dialogue in the attached email thread. Awaiting a formal response from HM. 

  Customer Answer

  Date: 02/17/2025

  Update 2/17/2025 - Horace Mann has gone nonresponsive again! I was previously in frequent communication and dialogue both verbal (email) and via phone with **** ***** a member of the leadership team. I emailed **** on 2/10/2025. She had an out of office message stating she would return on 2/11/2025 as of 2/17/2025, I have not heard back in any manner. Since I called out the discrepancies in the Notice of Cancellation letter received and the guidance provided by ****, I have not heard back. In my prior correspondence to the BBB, I included the email thread as well as a copy of the Notice of Cancellation that I had received from Horace Mann in November 2024. Their business practices continue to be purposely deceptive and misleading. I am requesting that Horace Mann honor the cancellation of my 2021 Audi and 2013 Mercedes Benz vehicle policies effective 11/22/2024 as stated in their official correspondence. No additional monies should be due to Horace Mann for continuation of coverage as per their letter verbiage my terms would be void 11/22/2024; now at which time they are no longer trying to honor and requesting payment through 12/4-5/2024. This is fraudulent and unethical. 

  Customer Answer

  Date: 02/27/2025

  From: ****** ***** ************************
  Sent: Wednesday, February 26, 2025 1:01 PM
  To: Corporate Complaint Unit <******************************>
  Cc: ************ *************************
  Subject: Re: EXTERNAL: Re: Thank you for contacting the Horace Mann Companies
  
  Hi Ms. **********, 
  
  Thank you for your response. However, my request was not to adjust the cancellation date to December 4, 2024. I am requesting that the original cancellation date of November 22, 2024, as communicated by Horace Mann be honored.
  
  The official correspondence I received clearly stated that the premium balance was due by November 22, 2024, and that failure to pay would result in account termination. As the payment was not received by this date, my account should have been terminated, as indicated. However, Horace Mann is now requesting payment for the period between November 22, 2024, and December 4-5, 2024, which contradicts the original notice.
  
  Each interaction I’ve had with Horace Mann has involved representatives disregarding this official documentation sent. These terms were clearly outlined and should be upheld, not adjusted for additional charges. I should not be required to pay for coverage beyond the cancellation date identified in the "Cancellation Notice for Non-Payment of Premium" outlined below. Additionally, a Horace Mann representative confirmed that other correspondence cited insufficient funds as the reason for the failed payment attempt and that was incorrect, as the transaction failure was due to issues on Horace Mann's side specifically related to the account settings. This is yet another factor that is the fault of Horace Mann.
  
  Thank you for your attention to this matter. The prior correspondence and request has been reattached for your reference. 
   
  
  - ****** *****
  
   
  On Tue, Feb 25, 2025 at 12:17 PM Corporate Complaint Unit <******************************> wrote:
  
  Dear Ms. *****:
  
  Thank you for your email.
  
  We have completed your request to adjust the cancellation date to December 4, 2024.  We are confirming our records and will get back to you on or before Friday, February 28, 2025.
  
  If you have any questions in the meantime, please let me know. 
  
  Sincerely,
  
  ***** *********** ***** ***** ***
  Manager, Consumer Affairs
  Law Division
  The Horace Mann Companies
  Toll Free ************
  Email ******************************
  
   

  Customer Answer

  Date: 03/03/2025

  This is in response to the Horace Mann message received on February 27, 2025 from the Law Division by way of ***** **********. I sent a response to the secure message in the platform provided but, due unable to confirm receipt or trace that the message was delivered given the Horace Mann interface so, I am sending via standard email as well. 
  
   
  
  To Whom It May Concern: 
  
   
  
  I am writing to formally express my continued dissatisfaction with the company's response to my previous inquiries and requests. As stated in my previous communications, the calculations provided have not been adjusted to reflect the updated 12/4/2025 date, which is a crucial aspect of this matter.
  
   
  
  In addition, I have repeatedly requested a formal itemized statement detailing the monies owed, along with a receipt of the new billing statement for the canceled accounts ********** and **********. To date, I have not received these documents and each of my attempts to obtain them has been denied.
  
   
  
  The lack of updated and formal communication on these matters, combined with the repeated changes in rates whether annualized, monthly, or otherwise without any clear or satisfactory explanation, is unacceptable. This situation reflects what I believe to be unfair and deceptive practices, as I have been continuously stonewalled in my attempts to obtain the proper documentation. These changes, occurring without proper explanation, raise serious concerns about the accuracy and validity of your systems and records. I find it unreasonable that my requests for straightforward documentation and clarification remain unaddressed. The company's failure to provide this information, despite numerous requests, suggests that the internal records and communications may not align with the verbal responses provided to me. This situation is not only frustrating but is also leading me to question the reliability of the company's data.
  
   
  
  As I have made clear previously, I have reported this matter to the BBB and notified the ***** ******** ********** ** *********, as this issue has now persisted for three months without a proper resolution. I strongly urge the company to address this matter in a prompt and thorough manner, providing the requested formal documentation and a clear explanation for the discrepancies in rates and billing. I look forward to your immediate attention to this matter and to receiving the necessary formal documents on company letterhead with clarifications as requested.
  
   
  
   
  
  Sincerely, 
  
  ****** ***** 
  
  BBB #********
  

  Business Response

  Date: 03/06/2025

  To whom it may concern:

  We have completed the complainant's request and responded directly to her. To protect the complainant's privacy, we will not share that response.

  ****** ****

  Law Division
  Compliance Analyst
  The Horace Mann Companies
  Toll Free ************
  Email ******************************

   

  Customer Answer

  Date: 03/07/2025

   I am rejecting this response because:
  The response provided by ****** ***** is insufficient and fails to address the numerous discrepancies that I have raised over the past several months. I have continued concerns regarding the handling of my case, specifically the cancellation, billing, coverage extension issues, misinformation, failure to communicate and missing/modified documentation. Furthermore, the company's stance remains ethically questionable and unjustified based on the lack of clarity and the inability to explain or resolve several key matters.

  
  The information provided by ****** ***** contradicts the details previously communicated by **** *****, other representatives, including the agent. The claim that the coverage extension to 12/5/2024 would incur no additional costs is not valid. There are several factors that demonstrate why this statement is inaccurate, particularly the daily cost of coverage, which cannot simply be disregarded. The inconsistency in these explanations further undermines the credibility of the company's responses.

  
  Additionally, Horace Mann has failed to address a critical issue in the documentation provided. All correspondence regarding the "Notice of Cancellation" clearly outlined the annualized premiums due in full for coverage to continue beyond 11/22/2024. However, I did not receive these funds, and yet Horace Mann proceeded with extending coverage without notifying me of this change. Now, I am being charged for coverage between 11/22/2024 and 12/4/2024 without sufficient explanation or documentation to justify these charges.

  
  Despite my repeated requests for official, itemized statements and updated communications on official company letterhead since December 2024, the most recent correspondence I received on 3/6/2025 offered no clarity on why the original cancellation notice was rendered invalid. This delay, coupled with the continued errors in billing and discrepancies in letters, points to systematic inefficiencies and potential deceptive practices.
  It is clear that this matter has not been resolved, and the generic response I received, which was sent for confidentiality purposes despite my explicit request for the Better Business Bureau (BBB) to be included demonstrates the unethical nature of Horace Mann’s business practices.
  I expect a thorough, transparent explanation and resolution to all of the issues I have raised. The failure to adequately address these concerns is unacceptable, and I will continue to seek an ethical and satisfactory resolution to this matter until all concerns are properly addressed.
  

  
  

• Initial Complaint

  Date:09/21/2024

  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.

  Horace Mann withdrew 210.24 from my checking account without notifying me before withdrawing it and 3 months after I had canceled my insurance with them. I called 5 times trying to get an explanation as to why they did this, and no one was able to give me an answer. They said they sent me a refund check more than 25 days ago and I have not received it as of yet.

  Business Response

  Date: 09/30/2024

  Dear Sir or Madam:

  Thank you for your email received on behalf of our Insured.  Please note that Horace Mann also received a request on this same matter from the North Carolina Department of Insurance and responded to their office today.

  If you have any questions, please let us know.

  Sincerely,

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

• Initial Complaint

  Date:09/18/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 a teacher and I have had auto and home coverage for over 20 years with Horace Mann. After a recent divorce Horace Mann charged my wife for my car insurance. She had continued to use Horace Mann after the divorce and when I purchased a vehicle to put under my other vehicle and home account they (through pure incompetency on their part) charged my wife’s new bank account for my car. Instead of taking responsibility they concocted an elaborate story about how I deliberately included my car on my wife’s account under the assumption that she lived at the same address as when we were married and I moved out leaving her with the car insurance associated with the address. In reality she left our home to a new address with a new insurance policy that they attached my new vehicle to. When it was brought to the attention of the vice president of the company ( an actual lawyer) he doubled down to protect his business and denied any culpability. He then suggested that I somehow refund my wife for their mistake after a contested divorce. As a lawyer knowing that I have no legal or personal connection to my wife and her problems with Horace Mann. Knowing I have no obligation to pay her anything as my debt is with Horace Mann. Everyone should know with this insanity that this is not a company to do business with.

  Business Response

  Date: 09/30/2024

  Dear Sir or Madam:
  
  Thank you for giving me the opportunity to respond for the Company.
  
  Horace Mann will contact The Complainant directly once we have looked into this matter.
  We'll let you know once it's finished. If you have any further questions, please get in touch with me.
  
  Sincerely,
  
  ****** ***** 
  
  The Horace Mann Companies
  
  ************ ******************************

  Business Response

  Date: 10/04/2024

  Dear Sir or Madam:

  Thank you for your reminder.  We appreciate it and want to confirm that we have responded directly to Mr. ******* ******* today, Friday, October 4, 2024.

  If you have any further questions, please contact me.

  Sincerely,

  ****** *****

  The Horace Mann Companies

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

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

  Customer Answer

  Date: 10/07/2024

   I am rejecting this response because:
  
  Horace Mann e-mailed me a response and this how I responded:

  
  Thank you for the response and  the exact evidence that shows your incompetence as a company.
  
  
  You stated in your response to me:
  
  
  "Horace Mann had no knowledge of your divorce until October 19, 2023, when Ms. XXXXXXX contacted us.   At that time, you were removed from the shared household.  Although you were removed from the shared household, electronic drafts were still being processed from Ms. XXXXXXXs account as this payment method was established when your signed auto insurance application was received on September 23, 2023."
  
  
  Just because you were notified of our divorce in October of 2023, why did you assume that I was to be removed from the household?  Who gave you permission to remove me from my insured house and cars? My wife moved out of the house where our cars were insured.  I still live at the address (shared household) with the  insured cars under that address and insured my new car to that account and address.  You still have not figured that out because you do not know what you are doing!
  
  
  My wife  lives at a different address than XXX *** ** ***** and her Prius is insured to that address and her  account.  If you were notified of a divorce why did you bill her for cars at my address??
  
  
  
  
  

  
  

  Business Response

  Date: 10/08/2024

  Dear Sir or Madam,

  Thank you for your additional inquiry on behalf of the complainant.

  We have responded to him directly.

   

  Sincerely,

  ****** *****

  The Horace Mann Companies 

  ****************************** 

  Customer Answer

  Date: 10/15/2024

   I am rejecting this response because:

  Horace Mann Stated
  
  Dear Mr. *******,
  
  As our prior correspondence indicated, the Auto payment method was established under Ms.
  ********** bank account for Auto Policy #XXXXXXXX, insuring your 2014 Toyota Camry, that
  you purchased solely. You knew or should have known that your banking information was not
  being used to pay for your auto insurance policy.
  This is a personal matter between you and Ms.XXXXXXXX, and we hope that you and she can resolve
  this amicably. Our complaint file is considered closed.

   

  That is impossible because I do not know my ex wife's banking account , only you do because she changed it after the divorce.  You sent me info with her account imbedded that I was not aware of.  To tell me to work this out with her is like telling me to work this out with some stranger you charged for my insurance. Legally my ex-wife and I have no personal or legal connections.  It is your responsiblilty to remedy your error not mine.

   

  
  

• Initial Complaint

  Date:09/12/2024

  Type:Billing 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.

  My mother, ***** ****** (91 Yrs Old) has car insurance through Horace Mann. She was no longer able to drive so we sold her car on April 4, 2024 to ****** ********** *****. I, ***** ******* am her Power of Attorney (see attached document). My sister assisted my mother with the sale of the car. I noticed in June that Horace Mann was still deducting the monthly payment of $121.20 from my mother's bank account through an ACH payment. I called the Horace Mann agent **** **** on 6/24/24 to tell him that we had sold my mother's car on April 4, 2024 and we no longer needed the insurance. He said he would take care of it. Another payment was deducted in the first part of July and I assumed they did not have time to process the cancellation. On Aug 2,2024 another payment was deducted, so I call the agent **** **** again and he said he would take care of it. I didn't see a refund come through on my mother's bank account so I called Horace Mann directly on August 30, 2024. They requested a copy of the Power of Attorney. I sent that and then they wanted proof of the sale. I found the check stub from ****** Automotive dated April 4, 2024 that indicates purchase of the 2017 Impala and the last eight digits of the VIN and got a copy of the deposit slip from my mother's bank account. Now they are requesting a "Bill of Sale" from ****** Automotive that shows the complete VIN number and "They should be able to provide you with the documents for the bill of sale with the signatures showing where the transaction took place." I told them they no longer had permission to deduct any more payments from my mother's account and on September 3, 2024 another premium was deducted. This all seems rather excessive, if we would have sold her car to an individual we wouldn't have all this kind of documentation? We would like a refund of the insurance amounts deducted from my mother's account back to the sale date of April 4, 2024 which would be in the ball park of $726.

  Business Response

  Date: 09/16/2024

  Dear Sir or Madam:
  
  Thank you for allowing me the opportunity to respond on behalf of the Company.
  
  Horace Mann will been in contact with our Insured directly and resolved this matter.
  
  If you have any further questions, please contact me.
  
  Sincerely,
  
  ****** ***** 
  
  The Horace Mann Companies
  ************ ******************************

  Customer Answer

  Date: 09/17/2024

   I am rejecting this response because:
  The automobile was sold on April 4, 2024.  In the email above they have said that they will credit the insurance back to 6/24/2024 the date I notified the agent of the sale of the car.  They cannot charge us insurance for a car we did not own.  We have sent them the supporting documents of the sale.  Nothing has been credited to my mother's account except the Sept payment that I disputed with the bank. Horace Mann told us we had to send them support of the sale which we did and is included in previous emails to them and again in the email attached.

  ***** ******* POA for ***** ******

  
  

  Business Response

  Date: 09/26/2024

  Dear Sir or Madam:
  
  Thank you for allowing me the opportunity to respond on behalf of the Company.
  
  Horace Mann has been in contact with our Insured directly and resolved this matter by meeting their request, bringing them great satisfaction.
  
  If you have any further questions, please contact me.
  
  Sincerely,
  
  ****** ***** 
  
  The Horace Mann Companies
  
  ************ ******************************

• Initial Complaint

  Date:09/04/2024

  Type:Customer Service 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.

  My car was damaged with hail. They sent an adjuster to appraise my car at $5500 worth of damages when it was obviously totaled. I asked if I can get it reappraised and was told I could not. After speaking with someone else they said I could take it to a shop to get it appraised and to send back the new appraisal. The new cost was 14k in damages. Was told I’d be sent to a total loss adjuster. Called back today and was told I would not be able to get it re appraised and it was final. Have been told many different things by different people in the company. My car was worth 16k before the hail damage, my car is now worth 4k after hail. They are rejecting my calls and not allowing me to speak to upper management. This claim was filed in May and it is now September. I have been driving with a large crack in my windshield and am unable to get a new vehicle until this is settled. They are wanting me to accept the small check but I will not lose thousands of dollars of value on my vehicle when I pay for total coverage for a reason.

  Business Response

  Date: 09/10/2024

  Dear Sir or Madam:

  Thank you for allowing me the opportunity to respond on behalf of the Company.

  Horace Mann has been in contact with our Insured directly and resolved this matter.

  If you have any further questions, please contact me.

  Sincerely,

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

  The Horace Mann Companies

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

• Initial Complaint

  Date:08/20/2024

  Type:Billing 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.

  Since Horace Mann switched systems last year, our payments have been all messed up. Most recently, we have attempted to place our policies on monthly billing, so we could keep track each month, rather than 6-month billing. Should have been simple! We paid up through the next policy renewal and expected monthly payments from there on out. That did NOT happen. We had one auto-debit occur for the first monthly payment amount. Then it went to some higher amount because we were told the last large payment we made to pay up the policy through renewal was split between the expiring and the renewing policy because it was made ONE DAY EARLY. WTF. Now we can't seem to get payments back on track for monthly debit amount and have been working with reps for the past 2-3 weeks. This has been the most frustrating year with Horace Mann. Please have a manager call--not a rep--a manager.

  Business Response

  Date: 08/21/2024

  Thank you for bringing this matter to our attention. For Privacy related purposes we will be working and communicating with the client directly as well as providing the Companies formal response within ten business days of receipt of this inquiry. We will also be sending the client a written acknowledgement of our receipt of this complaint today with our divisions direct contact information and re-iterating that we will be working with them directly and will complete our investigation into the matter and provide the client the Company Response within ten business days. 

• Initial Complaint

  Date:08/12/2024

  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.

  In 2021, we received new roof. I purchased class 4 hail resistant shingles, and received a small discount. Horace Mann snuck in a new paragraph adding a cosmetic exclusion. I complained, and Horace Mann agreed to make me an exception and keep full roof replacement. Now, I just received notice my coverage has been greatly reduced and now has pro-rated coverage. Cosmetic exclusion didn't work, so now they use pro-rated. I was promised permanent full roof coverage, now Horace Mann used different terms to reduce coverage and increase premiums. I want Horace Mann to keep their promise. I have email from Horace Mann stating "full roof does not need to be selected every year". I filed complaint with Horace Mann, complaint was denied. I will also file with MN department of commerce. Horace Mann has no ethics at all.

  Business Response

  Date: 08/13/2024

  Thank you for bringing this to our attention. We are reviewing this matter and will work with the client directly for resolution due to Privacy. 

  Customer Answer

  Date: 08/15/2024

   I am rejecting this response because:
  I have only 5 days to accept or reject. Horace Mann did send me an email stating they will respond in 10 days. I hope to get a reasonable response soon
  
  

  Business Response

  Date: 08/19/2024

  This letter is in response to the concerns expressed by our insured. Thank you for allowing me the opportunity to respond
  on behalf of the Company.
  
  Our insured also contacted Horace Mann directly and we responded on August 12, 2024.
  
  Our company has implemented an approved statewide rate revision effective February 15, 2024, through which all Horace
  Mann homeowners policies will have a new Roof Surfacing Payment Schedule for Windstorm and/or Hail Losses at their
  first renewal after February 15, 2024. This endorsement is mandatory, and we cannot honor any previous exceptions made.
  
  If you have any further questions, please let us know.
  

  Customer Answer

  Date: 08/21/2024

   I am rejecting this response because:
  
  Horace Mann lied, broke promise. They promised full roof replacement after I bought class 4 shingles

• Initial Complaint

  Date:08/01/2024

  Type:Customer Service 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.

  Ongoing failure of company representatives to act in accordance with provided instructions regarding delivery of information on my financial accounts.

  Business Response

  Date: 08/02/2024

  Thank you for bringing this to our attention. We will further investigate this matter and will address the concerns to the customer directly upon the completion of our investigation due to Privacy related information. Customer feedback is invaluable to us and it is our hope to address all concerns presented here. We will have our response to the customer within 10 business days of receipt of this matter.

  Customer Answer

  Date: 08/04/2024

  This is a common response of Horace Mann over years of attempting to resolve this problem.  They consistently have failed to follow up with ANY response or one that is not satisfactory.