Complaints

This profile includes complaints for Mutual of Omaha's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mutual of Omaha

  Dodge @ 33rd St Omaha, NE 68175

  
• 

  Mutual of Omaha

  6940 O Street Suite 334 Lincoln, NE 68510

  
• 

  Mutual of Omaha

  4005 Electric Rd Roanoke, VA 24018

• 

  Mutual of Omaha Insurance Company

  15310 Amberly Dr Ste 200 Tampa, FL 33647

• 

  United Of Omaha Life Insurance Company

  TAMPA, FL 33618

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:04/15/2025

  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.

  I had a 100,000 whole life policy with this company. It accrued cash value.I downsized the policy in August of last year to 25,000. They are refusing to give me the money this policy earned, which I was told is a surrender charge. They invented a clause that prevents them from paying up. I am elderly, and they think I have dementia and don't know any better.I know they are thieves. It was costly, paying 298 monthly for this policy. Cant trust insurance companies. They are all about fattening their wallets with commissions and ripping off the consumer in the long run. To this company I say, give me back the cash value my policy earned.It was my money that paid for it. Stop with an excuse to keep it.

  

  Business Response

  Date: 04/16/2025

  Please see attachedYour April 16, 2025, email was received and referred to me for my review and response. I would like to thank you for the opportunity to respond on behalf of Mutual of Omaha Insurance Company.
  We have thoroughly researched our records and are unable to locate a policy or application for ****** ** ******** as the owner or insured, with our Company.
  Please have *** ******** provide us with a policy number so that we are able to address her concerns.
  Sincerely,
  ******** ******

  

  Business Response

  Date: 05/05/2025

  See attachedYour April 29, 2025 email was received and referred to me for my review and response. I would like to thank you for the opportunity to respond on behalf of United of Omaha Life Insurance Company.
  We have issued a response directly to *** ******** regarding her concerns. Please allow time for mailing and receipt of our letter of explanation regarding the inquiry.
  Sincerely,
  ******** ******

  Customer Answer

  Date: 05/06/2025

  I want to thank BBB for your assistance. I have had enough dealing with United of Omaha, I have dealt with this for a year, I proceeded.

  and canceled the downgraded policy and went with a another company. If my cash value meant more to them than keeping me as a satisfied customer

  I needed to go elsewhere.  That is what  I did.  Thank you so much for everything, Please forward this email to them.

• Initial Complaint

  Date:03/21/2025

  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.

  I am filling a claim on behalf of my 90 year old father ***** * ****** and my 92-year-old mother **** * ****** who was taken advantage of by Mutual of Omaha. Policy number *********, ********* and *********. Dad’s dob is ********* and Mom’s dob is ********** They had my father‘s checking account for more than 10 years. My father got a mail order for life insurance through Mutual of Omaha.. The life insurance was for $2000 for him for $34 a month. When I called them they had told me this policy was for 100 year an ongoing policy that came through the mail.. they have been taking $34 from my father for 10 years.. The policy was only for $2000. I asked them if my mother had a policy and they told me no. when I went to my father‘s bank with my father and mother to see if there were any other charges being taken out from Mutual of Omaha. I found out that they were taking $49 and some change for my mother. She had two accounts when they told me that she had no policy. those two accounts both were for $2000 a piece they have taken advantage of elderly people for a total of $6000 of coverage, Mutual of Omaha received about $20,000 from my parent for a total of $6000.00. I canceled both the policies and they are giving me back a total of.$2,689.

  

  Business Response

  Date: 03/27/2025

  Please see attachedYour March 21, 2025, email was received and referred to me for my review and response. I would like to thank you for the opportunity to respond on behalf of United of Omaha Life Insurance Company. We have issued a response directly to *** *** **** ******* Please allow time for mailing and receipt of our letter of explanation regarding the inquiry. 

  Customer Answer

  Date: 04/25/2025

  I am responding to the phone call we had. I am not pleased with the decision that came from Mutual of Omaha. They are taking advantage of elderly people. I would like for them to at least pay my parents back the full amount of the policy that is due to them which is $6000. $2000 for my father and $4000 for my mother. They have stolen at least.$20,000 from my parents and I am not done with Mutual of Omaha. I am going elsewhere. This is very disheartening and I hope you put a bad review on your website for Mutual Omaha. This is like a case, that states the old phrase. (“you can’t fight City Hall.”) My father is blind, and my parents are very old in their 90s.

  Thank you for listening,

• Initial Complaint

  Date:03/03/2025

  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.

  I was sold a Whole life policy under false pretense. I was suppose to have UIL policy, the attachment will show that *** ******** sent me a text confirming that my UIL policy was approve, not a whole life policy, Ive contacted customer service several times and they keep pushing back the date until the continue their investigation. It has been over a month and they keep giving me the run around,

  

  Business Response

  Date: 03/06/2025

  SEE our March 4, 2025 email was received and referred to me for my review and response. I would like to thank you for the opportunity to respond on behalf of United of Omaha Life Insurance Company. We have issued a response directly to *** ***** regarding her inquiry. Please allow time for mailing and receipt of our letter of explanation regarding the inquiry.

  Customer Answer

  Date: 03/06/2025

  
  Complaint: ********
  
  I am rejecting this response because: I will not be satisfied unless I receive my full refund for the months that’s were paid. $119.23 x7 months. I understand that you covered me under a Whole Life policy but that is not the policy that I signed up for. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:01/08/2025

  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.

  I started mutual omaha i marh 03 2024 i recently discovered it is not what i was told i canceled and would like a partial refund i was told no refund but paper works says im intitled to a surrender value

  

  Business Response

  Date: 01/13/2025

  Complete Response 

  Customer Answer

  Date: 01/13/2025

  
  Complaint: ********
  
  I am rejecting this response because: I have not received letter or refund of my money and if I accept I'm saying I'm satisfied when I have not received anything 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 01/14/2025

  Complete Response 

• Initial Complaint

  Date:12/16/2024

  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.

  i had insurance money from my Deceased father the money was sent via check in the MAIL ,the check was fraudulently cashed usen my identity,i did everything on my end what was spose to be done made police report everything ,now no ones answering my calls let alone they were treating this az if i had something to do with this so they were not ANY help taking care of this matter VERY UNPROFESSIONAL!!!

  

  Business Response

  Date: 12/17/2024

  complete Response

• Initial Complaint

  Date:12/09/2024

  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 aunt passed away last week unfortunately, and she was 92 years old. My aunt had a policy with Mutual of Omaha since 2006. She wanted to make sure when she passed, her policy would cover her funeral. I talked to several representatives at Mutual of Omaha, the first explained that 7,000 minus a loan will be paid. A few days later, I received a call indicated her death was due to an accident. I called back Mutual of Omaha, and the representative indicated she didn't have accidental, if she did would send an additional 7,000. So, I went to her home and found the policy and saw that she did. I called back, the representative first said, it wasn't on her policy, then I read it, and she said, you are correct, there is additional 7,000 to be sent. , Then she came back on the line and said, no they wouldn't pay additional 7,000. I talked to several representatives including the claims department, who refused to take responsibility for telling me would send additional 7,000, but change their mind indicated a clause in the policy, which they cannot provide. I am seeking 7,000 for accidental death of my aunt. I requested to speak with the CEO and they refuse to provide email and phone number are anyone else that assist

  

  Business Response

  Date: 12/10/2024

  SEE ATTACHED

  Your December 10, 2024, inquiry was received in our office and referred to my attention for review 
  and response. I appreciate the opportunity to respond on behalf of Mutual of Omaha Insurance 
  Company, NAIC *******
  *** ******* did not provide any policy details on her aunt’s policy. We would need a 
  policy number, name, id card or SSN.s. Once we receive this information, we would be able 
  to address her concerns with Mutual of Omaha Insurance Company, However, without 
  additional policy details/documentation, we are unable to take any further action at this time.

  

  Business Response

  Date: 12/13/2024

  We have searched our data for the insured using the information provided and are still unable to locate a policy for ******* *****.  The policy number provided is not a Mutual of Omaha policy number.  If the consumer has any correspondence from our company, please provide a copy.

  Thank you

  

  Business Response

  Date: 01/08/2025

  See attachedYour January 2, 2025, email was received and referred to me for my review and response. I would like to thank you for the opportunity to respond on behalf of United of Omaha Insurance Company. We have issued a response directly to *** *******. Please allow time for mailing and receipt of our letter of explanation regarding the inquiry.

  Customer Answer

  Date: 01/08/2025

  
  Complaint: 22660953
  
  I am rejecting this response because: Mutual Of Omaha is still refusing to communicate with me on my claim and follow through.  A respond indicating that they are sending a letter is not acceptable and they are avoiding my customer rights The company agreed to review the recordings from the phone conversations three weeks ago as of today, they are still refusing to investigate and send payment of the policy to me immediately.  The company is avoiding responsibility and indicating sending me a letter is to avoid the Better Business Bureau to see the answer to my complaint.  I am requesting Mutual of Omaha to make hold and send me the 7,000 dollars that my aunt paid on her policy since 2006 for accidental and I already received 3400 for life insurance policy.   
  
  Sincerely,
  
  Janice Chatham

• Initial Complaint

  Date:12/08/2024

  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.

  Regarding my long-term care insurance there are critical aspects that were misrepresented or not disclosed causing me to lose confidence and trust in the company’s ability to support me, as I grow older and need to rely on this policy. I am requesting a full refund of the premiums paid. I was explicitly told, in writing, that I could use the policy “tomorrow if I wanted to.” This led me to believe that there were no significant delays or conditions to accessing benefits. I learned that the elimination period requires me to pay all care costs out-of-pocket before benefits begin. This significant condition was not properly disclosed. I purchased this policy largely due to the advertised international coverage butI l discovered several major limitations: I must still satisfy the elimination period, which imposes a significant financial burden, since Medicare cannot assist with care expenses. outside of the US. The waiver of premium does not apply internationally.. Stay-at-home services are only available when care coordination services are used, yet these services are not available internationally. It is unclear whether medical and care providers must be licensed only in the U.S. or if licensing in the country of care is acceptable. In conversations with your customer service team, I was given contradictory and misleading information. My questions were not properly answered. There is a lack of transparency about Licensing Requirements. These ambiguities creates uncertainty about the usability and value of the international benefits. I added the nonforfeiture ride believing it would allow me to retain significant benefits. I learned that the policy must still be in full force at the time of claim for me to access the full benefits. This condition undermines the value of the nonforfeiture rider, The policy’s significant limitations and the administrative burden of navigating its conditions have rendered it unsuitable for my needs. I want a full refund.

  

  Business Response

  Date: 01/02/2025

  Please see attached.Your December 23, 2024 email was received and referred to me for my review and response. I would like to thank you for the opportunity to respond on behalf of Mutual of Omaha Insurance Company. Please note, this is our first time seeing this inquiry. We have issued a response directly to *** ***** regarding her inquiry. Please allow time for mailing and receipt of our letter of explanation regarding the inquiry

  

  Business Response

  Date: 01/13/2025

  Please confirm the mailing address for this individual

  Thank you

   

  Customer Answer

  Date: 01/14/2025

  As of today, I have not received any communication from Mutual of Omaha—whether by email, phone, or postal mail—despite their response to the Better Business Bureau (BBB) indicating they have communicated directly with me. This statement is inaccurate, as I have not been contacted in any form.
  Upon reviewing past BBB complaints against Mutual of Omaha, I observed a recurring pattern of unresolved issues. The company's standard response often suggests that the complainant has already been contacted directly. However, this is not the case for me, and I am skeptical that this claim accurately reflects the experiences of other complainants. Multiple individuals have reported that, despite Mutual of Omaha's assurances to the BBB, their issues have remained unresolved for months—sometimes even a year.
  To date, Mutual of Omaha has made no effort to reach out to me. This lack of response suggests a disregard for my complaint and an unwillingness to address the matter. Based on this experience, Mutual of Omaha is not a company I can trust with my wellbeing. Therefore, I am requesting a full refund of my money. 

• Initial Complaint

  Date:11/14/2024

  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.

  Mutual Of Omaha selected as mortgage lender based on what ended up being false pricing. Agent made errors resulting in increased costs, made commitments to getting issues rectified both verbally and in writing, was assured it would be, then was late sending documents to closing attorney's office and when we were all at the table waiting came in with an additional $5,600 fee. Additional error was made forgetting to "lock in" rate when requested, to resolve, agent wrote letter promising free refinancing forever in order to have a resolution that he would be able to pull off and still close on time as he was aware were living in hotel...even though the additional rate would be an additional cost to me at the time, I deemed that resolution satisfactory for the rate issue. Agent promised to work out the issue personally to take care of the $5,600 extra bill in order to keep him out of trouble but after several follow ups has not returned any calls/emails. Have prioritized trying to get issue resolved with the company first, but have not gotten a response since closing day from agent. Have records/correspondence via text and email from agent's company email. Giving this a try to get some attention prior to escalating further - I do believe this to be intentionally fraudulent on behalf of the agent. Close date was on 10/31/24. In addition to written documentation, have Real Estate agent and Closing attorney willing to discuss/testify as to conversations they overheard on closing date in regards to proposed resolution as call was on speakerphone as well. Mutual of Omaha agent NMLS#*******.

  

  Business Response

  Date: 11/26/2024

  Mutual of Omaha Mortgage, Inc. (“Mutual”) received your complaint and completed its investigation.  In your complaint you allege that Mutual provided false pricing and that your loan officer made errors that resulted in increased costs.  You specifically reference an additional $5,600 that was assessed at closing and claim that the loan officer forgot to lock in your rate when requested.
  
  After discussing your financing options with Mutual loan officer ****** ****** you submitted an application on September 11, 2024 for a conventional 30-year fixed rate purchase loan with a loan amount of $550,000.  You indicated to your loan officer that you wanted to float the rate to see if the Federal Reserve lowered rates.  On October 25, 2024, Mutual locked your rate at the then available pricing of 6.125%.  The closing disclosure issued on October 28, 2024 correctly disclosed the 6.125% interest rate.  At this point, you notified your loan officer of your dissatisfaction with the rate and he agreed to contact management to determine if they would be willing to cover any of the points required to reduce your rate to retain your future business.  Management offered to cover the closing costs of a future refinance transaction with Mutual should rates move downward after the closing of your loan transaction.  This was done purely a gesture of goodwill and was in no way an admission of wrongdoing regarding the origination or pricing of your loan.  Since Mutual did not detect any issues with the origination or pricing of your loan, it declined to cover the points associated with your loan. 
  
  On October 29, 2024, you decided to pay the necessary points to decrease your interest rate from 6.125% to 5.99% and Mutual issued a revised Closing Disclosure disclosing the desired 5.99% rate and charging $5,808 in points required for the rate reduction.  A final Closing Disclosure was issued on October 31, 2024.  Both disclosures contained the $5,808 fee for loan points and were dated and signed by you.  Your loan successfully closed upon the agreed upon terms on October 31, 2024.  Mutual’s investigation finds that your interest rate and loan points were accurately calculated using its Optimal Blue pricing engine.  Mutual did not uncover any evidence that you requested your rate to be locked prior to October 25, 2024 or that the loan officer made any errors resulting in increased costs.  The $5,808 fee to reduce your rate was accurately and properly disclosed through the October 29 and October 31 Closing Disclosures.  As indicated above, Mutual has agreed to cover the costs of a refinance loan should rates drop in the future.  We are sorry to learn of your frustration with the loan process and hopes this response resolves your complaint to your satisfaction.

• Initial Complaint

  Date:10/28/2024

  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.

  For some reason, this company has begun mailing unwanted junkmail solicitations to my now FIVE YEAR DECEASED mother-in-law at my address.

  

  Business Response

  Date: 10/29/2024

  Please see attachedYour October 29, 2024 email was received and referred to me for my review and response. I would like to thank you for the opportunity to respond on behalf of Mutual of Omaha Insurance Company. We have added this address to our DO NOT MAIL list. Please allow up to 90 days for the change to fully take effect.

  Customer Answer

  Date: 11/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: Another lie from these lowlifes.&n**p; They've said this TWICE before, it's been TWO YEARS now and the garbage continues. More and more ** excuses and they keep saying longer.****** ******* will file complaints EVERY TIME I RECEIVE JUNK FROM THEM
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:10/02/2024

  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.

  I the mother/owner of policy ********* got sick and ended up in the hospital in November/December 2023. I did not realize payments to the above listed policy was not coming out of my account. The policy lapsed. I have applied for reinstatement for this policy several times. The reinstatement continues to get declined for health reasons that were present prior to getting the policy back in 2020. The insurance denied reinstatement due to a medication that was last taken back in 2020/metformin. The medicine was given for weight loss assistance and not because of diabetes. The insurance company is ignoring the fact that this was already listed on her file prior to getting the original policy. Also, the million report also shows anxiety/depression on her history report. They are denying reinstatement for those as well even though those conditions were listed prior to getting the original policy. The last time she was seen or took medicine for anxiety was 01/2024. She only tried a few pills and did not like the medicine. She is currently not under a doctors care for depression or anxiety or on medicine. Their reasons for denying reinstatement are ridiculous considering her history already reflected this.

  

  Business Response

  Date: 10/14/2024

  Request for extension

  

  Business Response

  Date: 11/06/2024

  Complete Response 

  Customer Answer

  Date: 11/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I advised the agent that the child was seeing a therapist and has mixed anxiety. I also advised she was seeing weight management specialist at the time. I was advised by Agent ***** that it was not necessary to put on application. I did not lie or mislead the company. Please probate recording or proof that I lied or did not provide that information. If the underwriting was done correctly, this would not be an issue. Please reinstate policy. 
  
  Sincerely,
  
  ******** *******