Complaints

This profile includes complaints for Standard Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Standard Insurance Company

  1100 SW 6th Ave Portland, OR 97204-1020

  
• 

  Standard Insurance Company

  100 Commercial St # 208 Portland, ME 04101

• 

  Standard Insurance Company

  401 Edgewater Pl Ste 520 Wakefield, MA 01880-6212

• 

  Standard Insurance Company

  100 Commercial St # 208 Portland, ME 04101

• 

  Standard Insurance Company

  1600 Riviera Ave Ste 385 Walnut Creek, CA 94596-7377

  

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:03/30/2025

  Type:Delivery 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 recently became disabled and had to resign from my job. I currently have no income while I wait for my permanent disability application (that I had submitted in August 2024) to be reviewed by Social Security. I am strapped for cash and I have rent and bills to pay, so I decided to cash out the balance of my 401(k), which was being handled by The Standard.. After jumping through a few hoops, I was finally able to cash out on March 19. I paid an additional fee to expedite the delivery of my check, so it would arrive before rent was due, on April 1st. According to information on The Standards website, I would receive a call once my distribution check had been mailed, and the check would be delivered within two business days of receiving the call. I received the call on Saturday, March 22nd. I called and emailed The Standard on Tuesday March 25th and requested a tracking number for the check. The person I spoke to said she was unable to give me the number over the and she would email it to me ****. I checked my email the following day and there was no email with the tracking number. There was also no response to my email request for a tracking number. I called The Standard again and asked for a tracking number. Again, I was told it would be emailed, and, once again, they did not send it to me. After 2 more attempts, on Friday, March 28th I called and asked to speak to a supervisor. I explained the issue and that nobody seemed to be able to provide me with a tracking number. I also pointed out that it had been 6 business days since the check was supposedly mailed and that I had not received it. The supervisor told me t that the check had been processed, but it had not yet been mailed. I explained that I paid extra for a rush and she told me she would look into it after the weekend. As of March 30th, I have not received a check, now. I would like the fee that I paid for expedited delivery to be returned to me as well. So unprofessional & very frustrating!

  Customer Answer

  Date: 04/10/2025

  
  
  
  Hello, 
  Complaint #******** was resolved this afternoon. Thank you so much for your assistance.
  
  
  Sincerely,
  *** ******
  

  
  

• Initial Complaint

  Date:03/17/2025

  Type:Order 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 paid for a critical illness policy with this company for the last 4 years. I was diagnosed with kidney cancer and have had a surgery to have the tumor removed. It has been a 1 1/2 months and they are still giving me the run around.

  

  Business Response

  Date: 03/19/2025

  Re:      Group Policy Number:                       761219
  Claim Number:                                   00LC3545
  Insured:                                               ******* *****
  Insurer:                                                Standard Insurance Company
  NAIC:                                                 69019
  
  
  To whom it may concern:
  
  This letter is in response to correspondence from you dated March 17, 2025, regarding ****************** Critical Illness claim associated with the above-referenced Certificate.
  In the letter, the Customers Statement of the Problem is noted to be that he has paid for the Critical Illness policy with The Standard for 4 years, was diagnosed with cancer of the kidney, had the tumor removed and has been waiting 1.5 months for a decision related to his request for benefits.
  Mr. ***** filed his Critical Illness claim via our online employee portal on February 20, 2025, for renal cancer diagnosed on January 15, 2025. Provided with his submission was a pathology report dated February 12, 2025, associated with a specimen collected during surgery on February 10, 2025. We sent an acknowledgement letter dated February 21, 2025,advising Mr. ***** that we had received his claim. On February 25, 2025, we received an Attending Physicians Statement from Dr. ***** ***** which notes that Mr. ***** was admitted on February 10, 2025, for a left *******************. This form also notes that Mr. ***** first consulted Dr. ***** for his condition on July 24, 2023. A second Attending Physicians Statement from Dr. ****** associated with his disability claim, was also included and documents diagnoses of **************** lower urinary tract infection and renal mass. This form also notes a first visit for the condition on July 24, 2023.
  This information was reviewed by a claim analyst on February 25, 2025, and it was determined that a review by a clinician would be appropriate. That review was completed on February 26, 2025, and confirmed that a diagnosis of renal cancer, meeting the definition of Cancer under the Group Certificate, was made on February 10, 2025. The clinicians opinion was reviewed by the analyst on March 4, 2025. Approval of the $20,000 benefit payment was referred to a manager for review on March 5, 2025, and while she ultimately expressed agreement with the pathology supporting a diagnosis of renal cancer on February 5, 2025, there was a question of a potentially earlier date of diagnosis based upon the reference to treatment for the condition on July 24, 2023. Therefore, we had been attempting to reach Mr. ***** to confirm this earlier treatment to ensure there was no earlier date of diagnosis. The analyst left a voicemail message for Mr. ***** on March 12, 2025. On March ******** he called back and reiterated to the contact center agent, a date of diagnosis of January 15, 2025. The analyst has yet to speak with Mr. *****.
  Of note, Mr. ***** called our office and spoke with a contact center agent on February 27, 2025, expressing his frustration with the amount of time the decision was taking. Again, the claim was received on February 20, 2025, and was not initially reviewed by an analyst until February 25, 2025. The agent correctly advised that Critical Illness claim reviews can be quite lengthy but incorrectly advised that they generally take 8-13 business days from the time review begins.
  Critical Illness claims are generally very medically complex. To ensure the claimed condition meets the requirements of the Group Certificate, additional medical information is generally required. While we do utilize a third-party vendor to assist us in gathering this information, if the member has provided a signed authorization and if we deem it necessary, it takes varying amounts of time to gather appropriate medical information as each condition may require different types of medical data and because we cannot control how quickly that data is provided to us by the provider and/or facility from which we requested it.
  In this case, we did not request additional information, but did enlist the support of our clinician to assist us in understanding the medical information provided with the claim submission. We also needed to ensure there was no earlier date of diagnosis which may affect our claim decision and that is the reason we reached out to Mr. ***** by phone following that clinical review and held our final decision.
  Ultimately, we have decided to proceed with finalizing our decision to approve the request for benefits even though we have yet to connect with Mr. ***** by phone to discuss the reference to July 24, 2023,treatment. We have done so because Mr. *****s coverage became effective on August 1, 2022, and even if a diagnosis occurred in July of 2023, it was after his coverage became effective and it is more likely than not that the treatment he received in 2023 was associated with hematuria and urinary tract infection and not renal cancer. We are also assuming that there was no treatment prior to July 24, 2023, that could affect our decision.
  A check in the amount of $20,000 and a letter detailing our decision, will be generated today and sent separately to the member. We have also contacted the member by phone and email today and advised of this decision. 
  
  Sincerely,
  ******* ******* | Director of Supplemental Claims
  Standard Insurance Company

  Customer Answer

  Date: 03/25/2025

  
  
  this claim has been *********** ********
  

  
  

• Initial Complaint

  Date:03/14/2025

  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.

  My short term disability ended and was supposed to roll over into Longterm disability.I was told that this was an easy process unfortunately they lied!!!! ***** ****** is my claim representative who doesnt return phone calls. Multiple forms are sent for the same thing and I keep seeing the same thing in! I was told my nose spray was holding up my claim. Nose spray? I was assaulted, my nose spray has nothing to do with my assault. The doctor sent in information on the nose spray, then they get information they dont want it but my nose spray is holding my claim up. I havent had a payment since my short term ended in October!! I received a email that it was being processed in January. A Denial because of wanting more forms???I called and spoke with not one but two representatives one on Wednesday who said I would be called back that day by a supervisor my claim should have been *********** response!! I called back Friday second representative again he said I was expedited, a call was going to be made within hours. No call!! I called back he said he didnt know why but maybe Monday I might get a call! If not call back Again I have had ZERO pay since October!! Zero response!!Two representatives tried to help and the supervisors didnt care enough to do anything!!I did file a complaint with the insurance commissioner

  

  Business Response

  Date: 03/17/2025

  Please note, this complaint has been submitted to the Oregon Department of Insurance, as well. Given that the *** has jurisdiction, we will comprehensively respond through the department. 

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23068479
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 03/20/2025

  We will provide a copy of our response to the Oregon Department of Insurance once it has been submitted. 

• Initial Complaint

  Date:03/13/2025

  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.

  I am filing a complaint against The Standard for their mismanagement of my 401k transfer to my Roller over *** account with ******* ******. I requested the transfer electronically on February 4, 2025, providing all necessary details for mailing, as wiring was not an option offered by The Standard. My first inquiry was on February 25, 2025 why the funds had not cleared, and I was told that 14 business days was standard and blamed **** delays, citing weather as a factor. This explanation was inadequate, but I gave them the benefit of the doubt to wait a few more days for the check to be received by ******* ******.On February 28, 2025, after waiting several weeks, I escalated my issue and was informed that the check was likely lost. A stop payment was placed, and I was promised a reissued check would be overnighted to ******* ******. I have this confirmed via e-mail with the check number for the stopped payment check as well as the new number with the reissued check. I then notified ****** personally to proactively prevent any confusion.On March 12, 2025, I called again and escalated to two managers, ultimately speaking with ******* ******. He told me the second check, which was supposed to be overnighted, was mailed on March 5, 2025, but he could not provide a tracking number. He stated he would investigate the issue with the department responsible, leaving me with no resolution or confidence in the process.This poor handling of my funds, lack of accountability, and failure to meet promises has led me to file this complaint.

  

  Business Response

  Date: 03/24/2025

  To whom it may concern, 
  This is a response in reference to case ID ********, relating to **************** a participant in an employer sponsored plan that we provide recordkeeping services for.  
  Below is a timeline of our interactions with **************** regarding her request for a rollover transaction.  
  2/25/25 We received a call from the participant inquiring about the status of her check.  
  2/28/25 We received a call from the participant informing us that her rollover institution didnt get the check yet. We offered to process a stop payment and reissue the check and initiated this process. We emailed the participant the original check number, so she could provide it to the rollover company and inform them a stop payment was being placed on that check. We initiated a stop and reissue.  
  3/5/25 The reissued check was issued.  
  3/12/25 We informed the participant that we didnt have a tracking number for her reissued check yet and that we would provide it as soon as possible. We also informed her that the check was issued.  
  3/13/25 We left a voicemail for the participant. We emailed the participant the tracking number.  
  3/17/25 We spoke with the participant, and she informed us that while the reissued check was received, a wire number was listed and the receiving institution requires her account number instead, so another stop and reissue was requested.  
  3/20/25 the reissued check was issued with the revised account number.  
  
  The original check was sent via regular mail, as requested. We require at least 10 business days before placing an initial stop payment due to not receiving the check and this is to allow for mail delivery. Placing a stop payment and reissuing a new check can take up to five business days for processing and two additional days for express mail. We issued all payments timely and worked with the participant to help get her payment to her as quickly as possible, providing an express mail option at no cost.  
  

• Initial Complaint

  Date:03/12/2025

  Type:Product 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 have an open disability claim with The Standard and had been receiving payment until recently, when I received a letter from them stating that my claim would be closed on 2/25/2025 with no explanation as to why the claim was closed. I contacted the Standard on 3/2/2025 and spoke with a *** who confirmed that the medical certification paperwork my doctor sent clearly states that my disability is permanent, and I qualified for Long Term Disability. The *** also said that that my claim would be moved over to Long-Term disability, I was told at that time that a case manager from *** would contact me within 10 days. I never heard from anyone and nor I have received any payments from the Standard since 2/25/2025. I contacted the company again yesterday and got nothing but the run around and nobody seems to know what is going on with my claim and payments. When I asked to speak with a manager or Supervisor, they can never find one. After several calls and many hours of waiting on hold trying to get help, I'm totally frustrated with this company.

  Customer Answer

  Date: 03/25/2025

  
  
  Since filing the BBB complaint I have heard from the Standard Insurance company and my Long Term claim has been opened. Thank you for your help in resolving my issue. 
  
  
  ****** Thompkins 
  
  
  ID ********
  

  
  

  

  Business Response

  Date: 03/25/2025

  Please see the attached.

• Initial Complaint

  Date:03/12/2025

  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.

  I'm having the worst experience with The Standard. I was on STD for a few months and it exhausted on 2/13/25. I submitted paperwork at the end of January to extend my claim into **** I had been told (since January!!) that they had everything that they needed and that my claim would automatically roll to **** my payments would continue and that there was nothing else that I needed to do. It is now 3/12/25 and I have not received another payment. I spoke with several people who have ALL told me different things. My STD claim analyst had even told me (after everyone else told me previously that it would) that my claim would not roll over to *** because I needed to wait 90 days WITHOUT PAY for the waiting period before I would qualify for *** benefits. I told her that the 90 day wp started at the beginning of STD and that covers the 90 wp. (I work for an *********** carrier as well so I know this). She told me that was not true and I needed to wait 90 days in the middle of my claim WITHOUT PAY before getting *** regardless of already receiving STD payments for 90 days.. I called back & finally requested a manager and she told me that as of 3/10/25 (when I spoke with her) that my claim was never rolled over to *** and that she was doing that while I was on the phone and she would put in a request for it to be EXPEDITED. I called back on 3/12/25 and was told by a *** that a payment would go out today for $2,7XX. I knew the amount seemed very off so I called back a couple hours later to ask for the status and was told that there was NOT EVEN AN ANALYST ON MY CLAIM YET and that there was NO PAYMENT pending at all!! I was transferred back and forth between *** and STD and kept getting different information each time. No one can give me a straight answer, my bills are falling further and further behind, and I cant even buy food for my kids to eat. I dont know what to do at this point and I hope and pray to NEVER have to go through The Standard again!! Glad to be back at work!

  

  Business Response

  Date: 03/24/2025

  Please see attached.

• Initial Complaint

  Date:03/12/2025

  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.

  I have spent a month trying to speak with the Claim manager on an accident claims and not once will someone return my calls or even pick up the phone. I am constantly sent to a voicemail of another manager because the claims person "is never available." Now I'm told her manager is in "training" and can't return calls for 2 days. The lack of customer service and actual work getting done is beyond unreal and completely horrible. Giving timelines and deadlines but not actually following them is the worst possible customer service ever.

  

  Business Response

  Date: 03/13/2025

  It seems this complaint is pertaining to repairs included in an auto accident claim. Standard Insurance Company (NAIC *****) does not provide property and casualty insurance. Please forward to the correct company. 

• Initial Complaint

  Date:03/04/2025

  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.

  On August 1, 2024, my son underwent wisdom teeth removal surgery at **** Oral Surgery. The billing clerk submitted the claim to the insurance company that same day. However, by August 24, the claim had still not been paid. When I spoke with the billing agent at the practice, she informed me that the claim had been denied due to coordination of benefits. I then contacted Standard Insurance Company and provided them with the divorce decree, which confirms that I have custody of my three minor children and that their biological father only provides insurance due to court requirements. Standard Insurance confirmed via email that the coordination of benefits had been updated for this claim and all future claims. This was evident when my other child underwent the same procedure in October, and the insurance company successfully processed and paid that claim. In the following months I followed up with the surgeons office, only to find that Standard Insurance had still not processed the claim. The billing clerk contacted them multiple times and resubmitted the claim repeatedly. I also called the insurance company myself in January, but they refused to provide any information since I am not the primary insurance holder. Instead, the insurance representative I spoke with called the oral surgeons office and spoke with the billing clerk while I remained on hold. The representative then instructed the billing clerk to resubmit the claim again, which she did. In February, when the billing agent followed up once again, the insurance company falsely claimed that the claim was "not submitted on time." This is entirely untrue. The billing agent is now working with the billing software provider to pull audit logs proving how many times the claim was submitted through the insurance portal. As of March 3, 2025, this claim remains unpaid. This has been the worst experience I have ever had with an insurance company. I expect them to take responsibility and finally pay this claim.

  

  Business Response

  Date: 03/10/2025

  March 10, 2025
  
  BETTER BUSINESS BUREAU
  ******************************************
  ATTN:******* *.
  
  
  
  RE:      Complaint Case ID#:    23018209
              Complainant:               ********* ********
  
  
  Dear ******* *.:
  
  Receipt of your March 4, 2025,correspondence regarding the complaint filed by ********* ********* against Standard Insurance Company (The Standard) is acknowledged.
  
  While we would very much like to respond directly with you regarding the issues addressed by Ms. ********* in the absence of an Authorization for Release of Protected Health Information, as required by HIPAA; we are unable to communicate with you or Ms. ******** regarding any plan information for ****** J Canadian III, or his eligible dependents.
  
  We have reviewed the information that your office forwarded to our office, and we will respond to our member directly.
  
  Sincerely,
  
  ***** H
  Quality Management Section
  P: ************
  F: ************

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23018209
  
  I am rejecting this response as I am not requesting any information from the insurance company. I filed this complaint due to the failure to resolve the claim with the surgeon's office, which has submitted the claim multiple times and contacted the Standard several times. I will continue to file complaints until the claim is paid.
  
  Sincerely,
  
  ********* ********

  Customer Answer

  Date: 03/13/2025

  
   Attached is the signed HIPAA release.  In my complaint I am not looking to receive information from my son's insurance company. I am just wanting them to pay the claim that the ********************* submitted several times since August 1st 2024. My son is now 18 but they still refuse to give him information until his biological father sends a HIPAA release form which I have asked him to do several times but he hasn't.  I have a current motion within the Nevada court system asking for a motion to talk to the insurance company.  This is the first time in 12 years that any insurance company refuses to let me give them or receive information regarding my children, especially when I have provided them my divorce decree. 
  
  
  Thank you,
  

  
  

  

  Business Response

  Date: 03/13/2025

  Please see the attached. 

  Customer Answer

  Date: 03/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, reviewed the letter they sent to ******** previous address and also  have confirmed that Reno Oral surgery has finally received the check paying for the claim they should have paid back in August 2024. 
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:02/11/2025

  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.

  I was approved for short term disability on 12/11/24 in which I was suppose to receive a weekly check. I have only received one check while I was out on disability, I work for the state of ******* and have paid for short term disability that was deducted from my check monthly. When I call the Standard they stated, that the my weekly checks were mailed on certain dates, and that I could either wait a few days or they could stop payment. They then stated that it will be additional 5 days to reissue my checks on top of waiting 7-10 business day. One of the customer service representative told me that it is not 5days to stop the payment, that is actually 14 days. I have four to five claim checks that I have not received. even if you go online to the website, you can not get any information, because it is limited information, so the website is really not helpful at all. You have to continuous call them to get a update. My initial processing a claim was easy and my approval did not take long, but getting the The standard to pay my claim payments on time has been a nightmare and worrying about how I'm going to pay my bills on top of trying to recovery has been stressful. This is my only income until I'm able to go back to work. When I ask to speak to a supervisor they do not give you any information, and then they will transfer you to some one else in which they state is a examiner and they are the ones to help explain your claim and also are the ones that can approve overnight payments. they will transfer my call to examiner that has not returned my call. The person has not called me back. I have been calling The standard to resolve the issue since the beginning of January 2025 and it has not been resolved. . I'm hoping this issue with my claim check will be resolved quickly. I hope that this Standard company will help me give this nightmare resolved.

  

  Business Response

  Date: 02/25/2025

  In her complaint Ms. **** voiced displeasure at the issuing of her benefit payments.  She reported her benefits checks were not received.
  
  This Short Term Disability claim became was approved on December 18, 2024. The benefit checks were issued December 24, 2024, through the close of this claim on February 12, 2025. Ms. **** contacted us via phone multiple times noting checks that were not yet received. Those checks were subsequently voided and reissued. As of February 24, 2025 all checks have been reissued and this claim is paid in full. 
  
  I appreciate the opportunity to respond to Ms. **** concerns. However, if you feel I have failed to address any part of the complaint, or if you have any additional questions or concerns, please feel free to call me directly.  Barring any future correspondence or contact we will consider this complaint closed.
  
  Please contact me if you have any questions about this letter or Ms. **** claim.
  
  Sincerely,
  
  ******** **********
  Manager, Disability Benefits
  ************************ 

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22927592
  
  I am rejecting this response because:

  the reason for the rejection is because the claim payments were not sent in a timely manner. Several of the claim checks were sent after the end date of the initial claim.  I had to call several times a day or weeks to even get a response. No one should have to go through agony while trying to recover. I want this company to do better. I shouldn't have to report The Standard to the BBB just to get a response. The lack of communication and no results  was the reason for my complaint. 
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:02/06/2025

  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.

  I have this insurance for short-term disability. They have stopped it before my procedure and then had to submit documents and got it restored and cut it off again the day of my procedure. Then more documents for my doctor. Then they restored it again until January 26th but my follow up was not until January 29th. The Drs physician assistant said more exercise and filled out a return to work February 16th of 2025. Which I am on the schedule. They wanted my doctor to fill out pages of the same paperwork he filled out 3 before and I have all of my documents. So they cut me off January 26th my appointment follow up was January 29th. I'm released the 16th of February 2025. I took pictures of my Drs ********* jobs paperwork because they won't let me back until I'm ok. But no reply. I pay premiums for a upgraded plan to pay for food and my copay for doctor visits. They don't reply. I'm paying for a service and they don't provide my full service. Just send the same forms that my doctor already filled out. I'm upset and this has been the worst thing to go through when you have that one time your hurt which was frozen shoulder and no time to rest running back and fourth with the same paperwork not to mention my Drs a specialist. They have more important things to do than 3 ages of the same thing weeks apart. It's disgusting and I hear from HR they are so bad they are looking for different coverage

  

  Business Response

  Date: 02/18/2025

  I hope this letter finds you well. I am writing in response to the complaint from the above captioned claimant.  The following provides details of the actions taken regarding the claimants Short-Term Disability (STD) claim.  
  On February 6, 2025, the above captioned claimant submitted a complaint stating that their STD claim was not granted approval for the duration of time expected. Their medical provider was releasing them to return to work effective February 16, 2025.
  At the time of this writing, the resolution request from the claimant has been fulfilled.  This was done according to acquiring details necessary to support the disability from the claimant and their medical provider.
  Here is the timeline of actions taken, ultimately providing STD benefits through the expected return to work date of February 16, 2025:
  1. The claim was initially approved through the latest likely date of recovery, January 2, 2025. On December 30, 2024, the claimant contacted The Standard to inform us that they were scheduled to have a procedure on January 16, 2025. The claimant also informed us of their plan to return to work after this.  Based on this verbal information, the claim was extended to January 16, 2025. 
  2. On January 22, 2025, we received an updated medical questionnaire from the claimants doctor, confirming the procedure and medications. The anticipated return to work date was January 27, 2025, and the claim was extended through January 26, 2025.
  3. On February 4, 2025, we received a medical work restriction form releasing the claimant to be off work through February 15, 2025, with a return to work date of February 16, 2025. The claim was extended through February 15, 2025. This information was updated in our system on February 7, 2025.
  Thank you for the opportunity to review the claim for this associated complaint.  If you feel I have failed to address any part of this complaint, or if you have any additional questions or concerns, please feel free to call me directly. Barring any future correspondence or contact I will consider this complaint closed.
  
  Sincerely,
  
  ***** *******, MBA | Manager, Disability Benefits The Standard Phone ************ | Cell 971-221-1422l Fax ************** 

  Customer Answer

  Date: 02/18/2025

   
  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.
  
  Sincerely,
  
  ***** *****