ComplaintsforMutual of Omaha

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have two life insurance policy’s with Mutual of Omaha. I was hospitalized in feb. of this year for a few days. I checked my online account to make sure everything was up to date and without any notice, they cancelled my ********* policy with no explanation or warning. I called them and they informed me it was because of an interest payment on a cash value loan that wasn’t paid. The premiums were automatically taken from my bank. I told them I never received a bill for the interest loan so they agreed to reinstate it. They sent the paperwork and I sent the payment in but it wasn’t showing up (and still doesn’t) as a posted check. About a month went by and it showed as reinstated online so I thought everything was ok. Yesterday I called them and they admitted to technical difficulties, but said the interest was returned again. I told them it never showed up at my bank and I have proof. They said” oh that happens sometimes”. Never happened to me before. I have been paying ***** a month for ** ***** on this policy and it just seems like they’re trying to keep my money from all these years. There was supposed to be a grace period on this policy and they’re stalling for time. The funds were in my bank and they won’t give me the date the check posted. I think this is terrible customer service and an outrage really.

  

  Business response

  05/10/2023

  complete Response 

• Initial Complaint

  05/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was considering a life insurance policy, however, my wife and I decided not to purchase at this time and contacted the sales person and told him we did not want the coverage and not to debit our account for any premiums. A week later my account was debited for $***** and $****** which resulted in two overdraft charges of $** each. I contacted the sales person and was told the money would be redepisited. The money was deducted in 4/1/23. It is now 4/28/23 and I still don’t have my money back. * ** ** * ***** ****** *** I need that money to live. It is amazing to me how quickly these companies can take money away but they get in no hurry when it’s time to give it back.

  

  Business response

  05/09/2023

  Complete Response 

• Initial Complaint

  04/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Mutual of Omaha about information on doing a reverse mortgage *** ** ** ***** **** * ****** *** ******* . my home is paid for and estimated value is in the high *******. I let it be known that I would need around ******* ** ***** *** **** *******. and at no time did the representative tell me that because of my age that i could only get **%of my equity at which point would only be around ******* before fees. At which wouldn't help me, and we went forward with our conversation and I was asked some questions and they say that I gave them permission to run my credit report. if I knew that I could not get the amount that i was asking for I wouldn`t have done that. because it ended up with a hard hit on my credit report at which cost me points on my report. this all happened 4-7-2023. I was able to talk with them today 4-27-2023 and explained to them that I feel like they misrepresented to me on how the process works. I contacted them to ask for a letter so that I could send to all three credit bureaus to remove the hard Inquiry from my credit report. I promise you if I would have known I I would have never given them my permission. so, I have spoken with my credit union about the money and will have to take another hit to my report. I usually carry around a *** score. Its been downgraded and when I do my business with my credit union it`s going to hurt me again. All I`m asking for is a letter. they even overnighted me the paperwork to go forward. it upset so much that I tore up the paperwork. and then a week later I received a phone call from them.

  

  Business response

  05/09/2023

  Mutual of Omaha Mortgage, Inc. received your recent Better Business Bureau complaint and completed its investigation.  In the complaint, you state that you informed your loan officer that you needed around $******* to ***** *** * ******* and that you would not have authorized a credit report had you known that you would only qualify for $******* before fees.  You request that MMI send you the paperwork necessary to remove the inquiry from your report.  MMI reviewed the phone calls associated with your loan and did not uncover any evidence that the loan officer misled you regarding the amount of equity you could obtain from your loan.  MMI is unable to provide an accurate quote until it reviews all factors, including the credit report.   A credit report is required as part of the reverse mortgage process to determine your ability to meet ongoing financial obligations, such as property taxes and homeowner’s insurance and to determine if there are any federal judgments that need to be paid off in connection with the loan.  After gathering the necessary information for a quote and calculating your principal limit in accordance with Home Equity Conversion Mortgage guidelines, MMI determined your available proceeds to be approximately $*******.  A review of your call with your loan officer demonstrates that he obtained the required verbal credit authorization from you prior to pulling credit.  Since we had a permissible purpose and authorization for a pull, the inquiry is legitimate, and we are unable to remove it from your report.  If you desire to dispute the inquiry on your own, you may contact ******** ******** ******** ********** by phone at ************ or by mail:
  
  ******
  ******** ******** **********
  **** *** ******
  *** ****** ** *****
  
  You may also obtain more information online by visiting ************************************************************.  MMI hopes this response resolves your complaint to your satisfaction.

• Initial Complaint

  04/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have Mutual of Omaha Dental insurance through my employer. I went through the provider search on their site specifically filtering for periodontists. The list I obtained through the site is GARBAGE. On every call I placed I was told the provider listed was no longer at the practice, there were discrepancies with the name of the practice, I was told they did not have a periodontist, I was told they were not in-network despite appearing on the list of in-network providers, but most often, these providers did not even answer the phone nor replied to voice messages. What kind of ******* providers does Mutual of Omaha deal with? It is a total sham. Why do I [pay for insurance when I cannot even find a provider? Terrible. Awful. SHAMEFUL!

  

  Business response

  05/01/2023

  Complete Response 

• Initial Complaint

  04/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In August 2022 I contacted the Mutual of Omaha automated system to check on the due date for my daughter's insurance policy premium. During that call I learned that the policy for my son had lapsed. I was in shock because I had never received a letter stating that the policy had lapsed! I called another customer service number to speak to a human. A customer service rep said the premium was not received by the due date and that's why the policy was terminated. I've had this policy since **** and have always paid the premium during different months. As long as I paid the premium for the year within the calendar year, the coverage continued. I was then told that I had to fill out a request form to reinstate the policy to see if they could reopen it. I did so. They requested the last 5 years worth of medical records for my son which I provided. They wrote me back at the conclusion of their review and said that they can not reinstate my son's policy due to his height ** *** and weight ** *** ******. I do not understand what this means as they did not explicitly say why this was the deciding factor for them to not reinstate my son's insurance policy. I feel that this is a slap in the face to a long time customer of this company who has been paying them premiums for over ** years. They could have called me via phone to inform me about the premium once the due date had passed and they definitely could have been more transparent in their decision to not reinstate the policy. I am not satisfied with their justification for not reinstating my son's life insurance policy and would appreciate the BBB's help in investigating the situation.

  

  Business response

  04/18/2023

  Attached it our response to complaint ********.

  Customer response

  04/24/2023

  
  Complaint: ********
  
  I am rejecting this response because the language that Mutual of Omaha used in this letter was not the same language they used in the original denial letter they sent me! In the attached file, you will see that Mutual of Omaha mentions that my son's ********* **** would not allow them to reinstate the policy at the same rate class as it was issued at originally, but Mutual of Omaha never offered to reinstate the policy at a different rate class that may have had a higher premium! They flat out denied my request and brushed me off after all these years of loyal payments as a customer of theirs! I still have an insurance policy for my daughter with this company and the least they could have done was offer to assist me with obtaining some other kind of coverage for my son. Mutual of Omaha ignored the ethics that businesses have a responsibility to uphold such as transparency, fairness, compassion, and respect. The business's response was not satisfactory and I would like for the BBB to assist me in receiving a fair and reasonable resolution that includes life insurance coverage for my son. 
  
  Sincerely,
  
  Mamie ******

  

  Business response

  05/05/2023

  Complete Response 

• Initial Complaint

  03/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called them with my policy number and they told me I didnt have one. I then told them my grandsons name was Kobi ***** and he was on the policy I was calling about.  They told me the policy expired and I asked why because I never received a bill and I was the policy holder. So they told me that since he turned ** they started sending the policy to him. I was never notified and now they are saying its expired. I should have received a notice saying he was about to opt out and that he would begin receiving the notices and would begin having the payments sent to him. I have been doing this for a week and I asked to get the policy reinstated in his name. I feel like the money I have been paying for years regarding this policy has been wasted.  I have been going back and forth with them with no resolution to this matter.

  

  Business response

  03/24/2023

  Complete Response

• Initial Complaint

  02/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am Power of Attorney for Theodore ***** who has a disability policy with Mutual of Omaha, **** ************* There was an issue with unpaid benefits, which was partially resolved. Mutual of Omaha's representative, Kristie ******, worked with us to get the payments caught up but charged an overpayment of roughly $******. I have asked for EOB's and statements showing the overpayment calculations on several occasions. Kristie initially said she would get them to me and when I followed up on December 22, 2022, she said she was working on getting them to me. Since then I have called and emailed Kristie but she is refusing to respond and has not provided the requested documents. I also asked her a question about the W-9 that was issued to Ted but she has completely ignored that request. I just want to get the promised statements and an answer to the W-9 question.

  Customer response

  03/07/2023

  
  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.
  
  Sincerely,
  
  Patrick ******

• Initial Complaint

  02/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  RE: Member ID ************ After my enrollment ended on 1.31.23, I asked to be reinstated to Mutual of Omaha Rx Plan effective 2.1.23 with application #****************. Yet, *** has not approved enrollment with Mutual of Omaha Rx Plan Part D with effective 2.1.23 at this time. On 2.5.23, I submitted a 2nd application to Mutual of Omaha Rx plan because I qualified under special circumstances for enrollment because I requested Medicare information in an accessible format for disability reasons. I got less time to make my decision. Application confirmation #************. When I contacted Mutual of Omaha Rx plan on 2.13.23 to inquire about my status, I was informed that my application was terminated because M.O.O. Rx representatives were not able to reach me by phone or mail. However, I never received any messages via phone or mail from Mutual of Omaha Rx plan except Erin at Mutual of Omaha Rx Plan when we discussed *** must approved backdating coverage to 2.1.23. Hence, Medicare resubmitted a 3rd application on my behalf because I qualify for special enrollment because I requested Medicare information in an accessible format for disability reasons. I got less time to make my decision. Application confirmation number is #************ with effective date of 3.1.23. Mutual of Omaha Rx plan accepted my premium per my ***** bank account and I would appreciate a new enrollment card effective 3.1.23 unless *** approves an effective date of 2.1.23.

  Customer response

  02/24/2023

  On 1.22.23 I placed 1st application with Mutual of Omaha Rx Plan via Mutual of Omaha Rx Plan's website and I was supplied with confirmation number of ****************. I provided the Special Enrollment Period Reason:  "I requested Medicare information in an accessible format for disabled with *********.  I got less time to make my decision, or I didn't get it in time to make a choice before my enrollment period ended."  

  On 2.5.23 I received a phone call from Anna, Mutual of Omaha Rx Plan, that my application terminated because I was enrolled with ***** ****** Rx Plan.  I asked Anna why my application on 1.22.23 was not processed with effective date of 2.1.23 so that I would automatically be disenrolled from ***** with effective date of 2.1.23.  Anna asked me to contact ***** about disenrolling me with an effective date of 2.1.23.  Then, Mutual of Omaha Rx Plan would reinstate me with effective date of 2.1.23.  
  

  Later, it was stated by Tracy (2.13.23, 2.15.23), Jeanette (2.17.23), Priscilla (2.22.23) from Mutual of Omaha Rx Plan and Toni (2.23.23) that I did not have special enrollment period reason to change plans and my applications on 1.22.23, 2.5.23 and 2.13.23 were terminated.  My Part D Rx applications were terminated until I filed a complaint on Medicare's website  (2.23.23).    
  

  Legally, Mutual of Omaha Rx Plan did not have a valid reason to terminate any of the Part D Rx applications including 1st application (#****************).  An invalid reason for special enrollment period misrepresents the facts.  As stated by Medicare's representative (2.13.23) and on Medicare's website that you are eligible for special enrollment period if Medicare information is in inaccessible format.  I got less time to make my decision, or I didn't get it in time to make a choice before my enrollment period ended (see attachment).
  

  Hence, I request that 1st application (confirmation #****************)  with effective date of 2.1.23 be processed.  I would like coverage reinstated with effective date of 2.1.23 by Mutual of Omaha Rx Plan that will automatically disenroll me from ***** Plan effective 2.1.23.  Also, I paid premiums for January and February 2023 for $***** for each month.  Anothe complaint was filed on Medicare's website about effective date of 2.1.23 with Mutual of Omaha Rx Plan.
  

  
  

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Friday 9, 2023, I contacted Mutual of Omaha about the Long Term Care Payment. I asked if I could pay by debit card as the payment didn't go through. I was told I couldn't pay with a debit/credit card and I would have to submit a new check as they will not re-submit the check. On Monday February 13, 2023, Mutual of Omaha resubmitted the payment, which caused my account to have a return check fee on my account. When I spoke with Mutual of Omaha on February 13, 2023. The company claim the check was not re-deposited. I informed the company I spoke with my bank and they confirmed Mutual of Omaha re-deposited my check. I would like my money returned.

  

  Business response

  02/27/2023

  Complete response was provided in a direct email to you on Febr 23, 2023 as well as I was not able access this link, in order to provide a timely response  

  Customer response

  02/27/2023

  
  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.
  
  Sincerely,
  
  Melissa ******

• Initial Complaint

  02/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called to cancel my policy with Mutual of Omaha in October of 2022. I found out that they didn't cancel my 2 policies so I called them again because they took money out of my bank account. I complained and told them to cancel the policies again. They did not refund my money. Now I just found out that they did not cancel my policies and are still taking money out of my bank account. They owe me a refund going back to October 2022 and cancel the policies.

*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. ↩