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:07/20/2023

  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.

  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

  Date: 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

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

• Initial Complaint

  Date:07/19/2023

  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.

  On July 13, I immediately reached out to Horace Mann to file a new homeowner claim. I discovered black mold in my garage and other severe water damage stemming from my sink. I received an email (enclosed) regarding an acknowledgment of my claim and was assigned a claim adjuster with her contact information. I called her the next day and left her my number. No response. Monday, July 16, I sent her an email and called her, no response. On day 6, July 19, I called the customer service number. What a nightmare! I was on hold for 30 minutes. A recording said the wait time was 10 minutes. They offered an option to call me back. No callback! I just left a message for my insurance agent and the recording states I have to wait 1 business day. Since when is it acceptable not to respond to customers' claims? Meanwhile, I still have mold and water issues. The problem here is that when it is time to pay them monthly, there is no issue. But let it be a issue of late payment and I am bombarded with phone calls and letters. I am so upset because of their lack of service, response, transparency, and lack of professionalism, I am considering dropping them.

  Business Response

  Date: 07/21/2023

  Dear Sir or Madam:

  Thank you for your email in regard to Ms. ******** ********'s property claim ********** that occurred on July 13, 2023.

  Horace Mann has made phone contact with Ms. ******** today and have a plan in place for moving her claim forward.

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

  Sincerely,

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

  The Horace Mann Companies

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

• Initial Complaint

  Date:02/21/2023

  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.

  My parked and unattended car was hit head on by a driver with Horace Mann auto insurance on 2/10/23. A police report has been provided to HM. Their insured admitted to “blacking out” and hitting her gas. The impact activated her air bags and she was taken away by ambo. My car was heavily damaged and is undriveable. To this day, 2/21/23, Horace Mann has not accepted liability. I am out 450 USD so far- the cost of towing my car from the accident to a tow lot, and their time etc. I am furious that Horace Mann (my adjuster is ****** *****) will not even tell me their timeline, and will not accept the police report evidence to determine liability. ****** seems nice but I bet she wished she worked for a company that was more responsive and kind. I have no rental car, I am out 450 dollars so far, and HM is doing everything not to pay me. But they insured with 89 1/2 year old driver who ruined my car. Shame on Horace Mann for selling insurance and then refusing to pay and refusing to be transparent. I’m fuming.

  Business Response

  Date: 02/24/2023

  Dear Sir or Madam:

  Thank you for forwarding *** ******** complaint.  I appreciate the opportunity to respond on behalf of the company.  Our company's liability investigation is now completed and this matter has been resolved.  We have accepted liability and placed the claimant, ******** ******, in a rental. Her vehicle is scheduled to go into the shop on March 6, 2023. If you have any further questions, please let us know.

  Sincerely,  ***** **********

  Customer Answer

  Date: 02/24/2023

   I am rejecting this response because:
  Two weeks and one BBB complaint later, they’ve finally done what they should have logically done on day one.

  The goal of Horace Mann has been to create as much of a barrier, for as long as they could for me. My collision was an open and shut case and they had a police report early on, but still, they stuck to their obtuse and myopic “process” that we all new would end up where it now stands. They deserve no congratulations. Complete under performance. 

• Initial Complaint

  Date:02/04/2023

  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.

  Insurer canceled my auto policy due to an alleged non-payment. However, all payments prior to their cancellation were made on time, in fact, I paid more than my plan premium. I was only made aware of the policy cancellation upon reporting an accident (other driver was at-fault.) HM claims that they attempted to communicate a missed payment. However, there is no evidence that shows an attempt, rejection, or other electronic payment method were done By HM. Also note, since the policy execution I’ve emailed and received acknowledgment, alerting HM of errors in my address (auto and renters policies) HM remains negligent on making said corrections to this date. HM claims they sent letters via ****; however unsubstantiated. Their claims of communication are false and irrelevant to this matter because a all payments were made without laps. The accident claim was made on 11/21/2022; the same date I learned of the cancellation; HM has dragged their feet ever since without any resolution or communication as they “investigate the matter internally,” Leaving me without insurance, without coverage, without any accountability. Also, reading through the complaints and what their employees have told me, I’ve noticed there to be a pattern that a lot of policy disruptions are attributed to elusive “system updates.” California Insurance Commissioner, **** should look into this. I will source his email next. Sincerely, The wrong one

  Business Response

  Date: 02/16/2023

  Dear Sir or Madam:

  Thank you for your inquiry.  

  **** ******* is represented by Legal Counsel for this matter.  *** ******* should be in contact with his Legal Counsel for any communications regarding this matter.

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

• Initial Complaint

  Date:01/09/2023

  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.

  January 6, 2023 I been with Horace Mann for over eight years, and I have always declined the Uninsured Motorist Insurance. I pay my car insurance every six months. I paid $631.00 in May 2022. Then in November 2022, I paid $717.00. I tried calling and emailing the company several times to find out why my insurance went up. It is bad enough that food and gas went up. How do the insurance company justify increasing your policy amount if you have not had an accident. My car is a 2018 and I have not had any accidents in over ten years. Then December 24 at 4pm, I received a letter stating my insurance was going up because I did not answer questions about my Uninsured motorist insurance. Horace Mann is charging me another $72.40 for something called Added to at-fault liability limits. If I do not pay, they threatened to cancel my insurance. I just paid my renewal policy in December 2022. I never received any emails, texts on my Horace Mann account, or any calls about questions about Uninsured Motor Insurance. This is just another way of taking advantage of customers. I tried calling the three days in a row at all different times. I got a recording saying all circuits are busy. Please try your call later. So, my insurance has gone up for $631.00 to $789.00 in six months without any explanations and no one to talk about this increase. That almost a 25% increase in six months. Then to threatened to cancel my insurance after all the money I have paid to Horace Mann in 2022.

  Business Response

  Date: 01/10/2023

  Dear Sir or Madam:

  Thank you for your email. We were also contacted by the Georgia Department of Insurance regarding *** ********* ****** complaint and have responded to their office today.  *** ********* ****** auto policy had additional coverage added as we do not have record of her signed rejection of the coverage on our Important Coverage Offer. that was needed within 45 days of her renewal date.    
  

  We have provided a duplicate copy of the Important Coverage Offer to the Georgia Department of Insurance and explained we will remove the coverage upon receipt of her singed, completed form.

  If you have any questions, please contact me.

   

  Sincerely,

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

  The Horace Mann Companies

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

  Customer Answer

  Date: 01/12/2023

   I am rejecting this response because:
  
  Because I was never given a copy of the forms that I needed to signed. There was nothing in my renewal policy, no email sent to me, and no letter or text sent to me about this extra coverage that I needed to declined. Then to tell me that you are going to cancel my policy after I have spent $1350 in 2022 for my car insurance. Horace Mann was trying to take advantage of me and other customers too because they felt no one would complain. 

  Business Response

  Date: 01/12/2023

  Dear Sir or Madam:

  Thank you for your email.   

  Please see pages 9 through 12 of the attachment.  

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

  Sincerely,

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

  Customer Answer

  Date: 01/17/2023

   I am rejecting this response because:

  
  

  January 17, 2022

  
  

   I never receive attachment 9-12 when I renewed my policy in November 2022. This has been added because I reported Horace Mann to the  Commissioner of Insurance. I called today, January 17 and asked about sending thee forms through my emails to reject this added coverage. The person sent me my original policy. I called tonight and the forms were email to me and I filled them out and sent them back by email. This is the first time I have seen attachments 9-12.
  
  

• Initial Complaint

  Date:01/08/2023

  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.

  Horace Mann claimed my roof needed to be replaced threatening to cancel for "stains" on shingles and "debris" on the office and house. Mu office isn't even on the policy and doesn't have debris. It is one of the newest on my block did not have any damage. I said ok well I'm still covered and we just had some storms so if its damaged lets fix it and requested a contractor to come out. This Horace Mann adjuster said there is nothing wrong with my roof and that he doesnt know why the agent claimed it was damaged let alone needed replacement. I took the trampoline down and in the process of having a contractor installing rails on my steps next week. they wanted me to replace my storage space door simply bc the bottom had some water damage to one two boards. I'm replacing the bottom, but it was cosmetic and we don't even use it bc its not a garage just storage. None of this warranted being threatened to have my policy cancelled and the roof allegation was a bold lie. I'm offended that this company claims to represent teachers but would go as far as to claim my roof needs to be replaced to cancel my policy to avoid any future claims. Ive had another company for 13 years before Horace Mann without issue and wish I'd never been referred to them. They even threatened to seek action should I cancel the contract prior to 1/23/22 when it was to be cancelled by them when I got upset and wanted to leave them.

  Business Response

  Date: 01/20/2023

  Dear Sir or Madam:

  Our records show we responded on January 10, 2023.  I have attached a copy of the letter and enclosures.  

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

  Sincerely,

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

  The Horace Mann Companies

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

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

  Dear Sir or Madam:
  Your letter dated January 9, 2023 has been referred to my attention. Thank you for allowing me the
  opportunity to respond on behalf of the company.
  An inspection of the property located at *** ******* **** ********* ** ***** was completed on
  April 14, 2022. The inspection report identified several conditions that required attention in order for
  coverage to be continued on the property. A conditional renewal letter was sent to the client via
  certificate of mailing on April 29, 2022, advising the client that the following items had been found
  and required attention:
  - Hire a licensed contractor to replace the roof
  - Remove debris from the roof of the garage
  - Replace damaged garage door
  - Remove trampoline from property
  - Provide handrails for the front steps
  To minimize the likelihood of future losses and to ensure the renewal of the policy we asked that
  these actions be completed, and photos of the completed actions be provided by December 2, 2022.
  Unfortunately, no proof of action was received, and a non-renewal letter was mailed to the client on
  December 5, 2022, advising that the policy would be non-renewed effective January 23, 2023.
  Upon further review of the inspection on December 22, 2022, a member of the underwriting team
  determined that the roof was in fair condition and no action was needed on the roof of the home at
  that time. The other items noted in the conditional and non-renewal letters, however, did need to be
  addressed. As per the client’s statement in the complaint it appears that the trampoline has been
  removed, the garage door has been repaired and the handrail is being installed on the front steps.
  Upon receipt of photos of these completed actions, we will be happy to renew the policy with no
  lapse in coverage.
  Enclosed is a copy of the inspection, the conditional renewal letter and the non-renewal letter. If you
  have any further questions, you may reach me at ************ or by email at
  *******************************
  Sincerely,
  ***** *********** ***** ***** ***
  Resolution Case Manager
  Law Division
  The Horace Mann Companies
  **** **** ************
  Email ******************************

  Customer Answer

  Date: 01/23/2023

   I am rejecting this response because:
  
  What is the status of the policies now? It is now 1/23/2023. Did you cancel it/them?  You waited until the day you knew it would expire to even respond to my complaint.  

  Business Response

  Date: 01/25/2023

  Good afternoon:

  Please see our Company response attached.  I called the customer and left a message for her to call me if she has any questions.  

  Sincerely,

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

  The Horace Mann Companies

  Business ************

  Toll Free ************

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

  January 25, 2023
  BBB Dispute Resolution Department
  8100 N University St.
  Peoria, IL 61615
  Re: Your ID Number: 18704085
  Policy Number: 10001899379
  Renewal date: January 23, 2023
  Insured: MANIGAULT, JHOSKESIA
  Location Address: 112 Belinda Cir, Americus, GA 31709
  Dear Sir or Madam:
  Your letter dated January 23, 2023, has been referred to my attention. Thank you for allowing me the
  opportunity to respond on behalf of the company.
  I tried to reach *** ********* by phone at ************ and a phone message was left for her to
  contact me.
  *** ********* asked for the status of her property policy. As notified on April 29, 2022, in the
  conditional renewal letter, and on December 5, 2022, in the notice of nonrenewal, her property policy
  cancelled effective 12:01 AM on January 23, 2023. However, if *** ********* will provide the three
  photos to show evidence that the conditions noted were addressed by January 31, 2023, we will
  reinstate her property policy with no lapse in coverage. The photos needed are as follows:
  1. Trampoline removal,
  2. Garage door repair,
  3. Handrail installation at front steps.
  *** ********* can email the photos to my attention at ******************************. If you
  have any further questions, please let me know.
  Sincerely,
  ***** *********** ***** ***** ***
  Resolution Case Manager
  Law Division
  The Horace Mann Companies
  Toll Free ************
  Email ******************************

  Customer Answer

  Date: 01/26/2023

   I am rejecting this response because:
  
   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.  The trampoline was already removed.  Rails are already being put up. The screws didn’t fit so the contractor is getting the correct size today but they just have to be screwed into the holes on the steps. I don’t have a garage. That is a storage unit connected to  to my office that is not even covered in my policy. It is closed now while being repaired but it’s not a garage or garage door nor does it pose any harm. I’m not sure why that’s being used as part of my policy coverage but I’m going to go with another insurance company. Thank you for your response. Aside from the rails and trampoline no valid reason to cancel my policy is present. 

  Customer Answer

  Date: 01/26/2023

  I agree with the resolution from the business.  They may close the account.  Thank you. 

• Initial Complaint

  Date:12/28/2022

  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.

  Horace Mann did not inform me about auto insurance coverage lapse and cancelled the policy without notification. I paid $1,143.06 on October 11, 2022 only to have my policy cancelled again on Dec 9th. Horace Mann states my payment on October 11th went towards premium coverage and partial policy coverage yet this is not what the representative stated on October 10, 2022. I was told all back coverage as well as policy reinstatement was waved due to Horace Mann system errors. On Dec 27, 2022 another representative states I need to resubmit additional payments for reinstatement costs and to regain coverage by rewriting the policy.

  Business Response

  Date: 01/06/2023

  Dear Sir or Madam:

  I have also sent this response to *** and **** ******* by email.  I understand their agent worked with them on this matter and they are satisfied with the resolution.

  Sincerely,

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

  The Horace Mann Companies

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

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

  Customer Answer

  Date: 01/12/2023

   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.

• Initial Complaint

  Date:05/17/2022

  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.

  We cancelled our Equinox with ****** **** on 11/5/21. They would not provide our refund, so I called several times to get it taken care of. They accidentally cancelled our entire policy. I found out in January, and they re-instated our policy but included the Equinox. When they re-instated it, they did not add the persistency discount and would not refund me from when they charged us for a vehicle we didn't own. When all was said and done, my complete policy was $1450.64, and they credited me $1351.40. My son's truck was totaled and they applied $257.20 to the policy. I should have received $157.96 credit. I was then quoted for my new policy 5/22-11/22 of $1144 (and then I would receive the credit of $157 ish. However, I received a new bill for $1344. When I called, I was told that they did not know why but it was due to their new system. (That was the excuse the entire time... new system and not everyone is trained on it. The system does not itemize, so we just have to pay what we are told to pay.) I was also told that they Ford Fusion was on a 2 payment system so my money went elsewhere. Where?? Their errors of the two payment system plus cancelling our policy then reinstating the wrong vehicles has cost me hundreds of hours. There has been no call from management, which I have asked for numerous times. Today I was told that there have been multiple referrals to management since February with no action on them. I want my credit and will pay the balance for all vehicles of $986.46

  Business Response

  Date: 05/27/2022

  
  This is in response to Ms. ******’s complaint regarding her auto policy billing.   I appreciate the opportunity to respond on behalf of the company.
  
  The feedback we receive from our customers is very important. We began conducting a diligent review of the policy activity.
  
  As we were conducting our review to answer your complaint, the company received a duplicate complaint filed with the California Department of Insurance.
  
  We have not reached a conclusion.    When our review is completed, Ms. McMinn will receive a written response from the company.
  
  We have no additional information to share as of this writing.
  
  ********** ****** ******* *** ****** **** *********