ComplaintsforUNUM

• Initial Complaint

  06/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Unum keeps saying they didn’t get My fmla from my provider. They sent it several times and I verified the fax.

  Business response

  06/17/2024

  Unum does not respond to third parties; therefore, we will be responding directly to the customer. Thank you. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am out on leave to bond with my daughter who is now 6 weeks old. Unum had been a horrible company since day 2. U have a specialist by the name of ****** and she has lied to me numerous times and has reportedly called me which is documented on their end, however I have no calls/voicemails. I had also asked that I receive a call back/ was always told it would be a priority call and I should expect a call back by 5, however did not receive any calls. I have to call Unum on a weekly basis because they continue to mess up my pay. I have a family to take care of and they tell me I’m going to be paid and never receive anything. I would like my notes/and this to be investigated immediately. The company now owes me 900 There is no overpayment (I never cashed your check while I used my pto)

  Business response

  06/17/2024

  Unum does not respond to third parties; therefore, we will respond directly to the customer. 

• Initial Complaint

  05/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On May 21, I received an adverse letter from Unum denying my short-term disability (***) claim. Unum documented the review of medical visits on dates April 14, April 17, April 30, May 9 and a letter directly sent by my doctor detailing my diagnosis and treatment plan. Despite sufficient evidence justifying my medical leave (medical records submitted from 3 separate & independent providers), Unum is denying payments due to "occupational sickness or injury," a convenient loophole Unum is using to claim that because my disability is "work-related" it is somehow not medical enough to warrant disability payments. My specific claim reasons also do not meet criteria for workers compensation either. The experience getting timely decisions and review from Unum has been uncharacteristically and unnecessarily slow, with a policy that allows claim specialists 5 business days to respond each time anything is submitted. And, when I've connected with my company's Benefits team, they've been supplied with misinformation from Unum stating insufficient medical documentation even though Unum provided record that they had received my paperwork. I want the payment that I am owed under my *** coverage plan in its entirety and I want it paid to my account on file within 5-7 business days from this complaints receipt (or the soonest date).

  Business response

  05/30/2024

  Unum does not response to third parties; therefore, we will respond directly to the customer. 

  Thank you for contacting the Better Business Bureau with your concerns. We
  take seriously any questions or concerns about Unum Life Insurance
  Company of America, and we appreciate the opportunity to address them.
  
  We appreciate hearing from you about this matter. We will respond to you
  directly within 10 business days from today’s date.

  Business response

  06/24/2024

  We responded to Ms. ******* on June 7, 2024 and June 10, 2024.  As was explained in the response, her concerns are being handled by the Benefit Center as a claim appeal.  She will hear directly from them once the appeal is completed.  We have nothing further we can provide to her at this time.

  Customer response

  06/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: the reason of being related to an occupational illness is not sufficient reason to deny payment on my claim. Unum has failed to provide a legitimate and justifiable reason that my claim should not be approved for the time I was medically required to be absent from work. Furthermore, ******** Benefits has contacted Unum on my behalf to support my claim and was told by Unum representatives that the company’s support has no influence on Unum’s decisions. If my company approves the cause and doesn’t find it to be a reason for denial then it does seem that Unum has no interest in honoring policies. 
  

  I reject the reasoning that Unum cannot correspond with BBB; I have authorized Unum to correspond with the BBB complaint to ensure the appeals process is visible between all parties. 
  
  Sincerely,
  
  ********* *******

  Business response

  06/26/2024

  Unum will not be responding through the BBB, if you continue to have concerns, please reach out to the Appeal specialist assigned to you. Thank you. 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Denied payment of voluntary hospital indemnity payment for 22 yo son with no preexisting condition prior to enrollment. Son developed chest pain in late January 2024 and needed valve repair, open heart surgery in April.

  Business response

  05/28/2024

  Unum does not respond to Third Parties; therefore, we will respond directly to the customer per the attached letter. 

   

  Thank you,

  Thank you for contacting the Better Business Bureau with your concerns. We
  take seriously any questions or concerns about ********* **** * ******** ********* *******, and we appreciate the opportunity to address them.
  
  We appreciate hearing from you about this matter. We will respond to you
  directly within 10 business days from today’s date.

  Customer response

  06/12/2024

  Hello,
  This is to confirm that UNUM responded to my complaint and my dispute with them is now resolved. Thank you for your help! 

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I pay for hospital indemnity insurance through my work, ****** ****** ******* ******* ******* ***** ******* ********). I was in the hospital in March 2023 and again in December 2023. I was paid my admission benefit and daily benefit after the March admission. I was only paid the daily benefit for the December hospitalization. I filed 2 appeals and sent a letter to the Compliance Department concerning this as it is stated in the hospital indemnity certificate that "We will pay an additional Admission benefit if, after an Insured is discharged from the Hospital: - The Insured becomes Confined due to a different and unrelated Covered Accident or Covered Sickness; or - The Insured becomes Confined more than 90 days after the last day of the previous period of Confinement for the same or related condition." I met both criteria depending on how someone looked at the hospitalizations. Both hospitalizations were for knee osteoarthritis and knee replacements. I was confined more than 90 days from the last admission. I have been denied each time for the admission benefit, yet no one has been able to address the statement listed above and each person states that it is only to be paid once per year. That statement is listed on the hospital indemnity, but the above statement is listed under it. The last time that I spoke to someone in the Corporate Compliance department, I was instructed to file another appeal, which I am doing. Please find the denial letters, letters sent to Unum, and a copy of the hospital indemnity with the information highlighted.

  Business response

  05/23/2024

  We do not respond to third parties; therefore, we will respond to the customer directly per the attached letter. Thank you. 

  Business response

  06/17/2024

  We do not respond to third parties; therefore, we will respond to the customer directly. Please see correspondence and prior response on 5/23/2024. Thank you. 

  Customer response

  06/21/2024

   
  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,
  
  ***** *****

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened up a claim on 4/26/2024 following immediate mass surgery removal. On 4/30/2024, I uploaded documents to the app and also put in my bank account info for direct deposit. They ask that you look to the unum account for updates but as of 4/26/2024, my information is still saying the same. I had to call multiple times a day and on 5/13/2024 when I got a representative they went on to tell me what all additional paperwork I needed to upload. If you review the case after 5 business days, why didn't someone reach out out update the app. I didn't even know my specialist name, I had to ask for the specialist supervisor before the representative would even give me his name and then he connected me to the specialist himself and not the supervisor. By now I'm highly irritated and he states he hasn't even reviewed it. Due to me being pissed he approved it only from 5/2/2024 until 5/26/2024 in only a couple of hours after the call. That same day I received a text saying a check would be mailed out but why mailed out when I gave my direct deposit information on 4/30/2024 which I was then told the account has 5-7 days to post but again I put this information in on 4/30/2024. It seems to me that he was being spiteful by sending out a check I have yet to receive. It's a shame I had to contact a lawyer to see if he can get me some resolution on this situation. I was scared for the recovery after surgery but that was a breeze considering this nightmare I'm going through now. I want unum to notate that after this year I want all my policies cancelled with you all and I have went to my employers corporate office to file another grievance against this company

  Business response

  05/22/2024

  We do not respond to third parties; therefore, we will respond directly to the customer per the attached letter. 

  Business response

  06/17/2024

  We do not respond to third parties; therefore, we have responded directly to the customer. No further action is needed. 

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My acct# *******, an individual policyholder. My continuous calling Customer Service is for my monthly premium bill invoice to be mailed to me. ********* **** *** * ********** Insurance is now under UNUM. They have changed their online portal, which has never worked for me since the update. I've called at least once every two weeks, constant complaints from users of the new portal, not working properly. I was told since I'm an individual policyholder for Vision & Dental Ins coverage there is no portal for me to access, there is no customer service I can talk too. Actually, the numerous times I've called they can't even talk to the proper department. They have to send online request for the proper department to send me a billing statement. After two months of calling, I have NOT received a monthly billing statement yet. So, I called to get an address to just mail my payment in with my account #. Well, I spoke with three different customer service folks and got three different addresses for the company. Two addresses in Baton Rouge, LA & one in Birmingham AL. So now which address do I send the payment too? As of this writing I'm mailing the May payment in (which is now late-due May 1st) to one of the Baton Rouge addresses & I can only hope & pray is gets to the proper department, before I lose my coverage. Since the new company UNUM no longer providing individual policyholders & no customer service help. Maybe it's just time to find a new insurance provider.

  Business response

  05/22/2024

  We do not respond to Third Parties; therefore, we will respond directly to the customer per the attached. 

  Thank you. 

  Business response

  06/17/2024

  We provided the following response to this complaint on May 22, 2024:

   

  "We do not respond to Third Parties; therefore, we will respond directly to the customer per the attached. 
  Thank you. "

• Initial Complaint

  05/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have accident coverage through Unum. I recently had an accident while training for a 1/2 marathon- fractured 5th metatarsal and awaiting a surgical consult today to review MRI results. Unum messed-up the direct deposit to my bank account. I initially set-up direct deposit with my credit union acct but then updated it to my **** checking account. Long story short, the deposit didn't arrive and when I called Unum to resolve this they couldn't explain what went wrong. She told me that they would need a "wire-specialist" to correct things and that it would take at least a week to resolve the problem and get the deposit re-issued.

  Business response

  06/03/2024

  Good afternoon,

  Unum does not respond to third parties and therefore we responded directly to the customer on 5/24/24.

   

  Thank you. 

• Initial Complaint

  05/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Unum Total Leave is horrible to deal with. I have been calling in all week, and being disconnected in chat and also disconnected on the phone. I have been mistreated, and mishandled and most importantly they are violating my rights to FMLA and disability. I am having surgery Tuesday morning May 21st, and nobody will allow me to use my benefits. This company runs you around in circles, places blame and most importantly mistreates people who are paying money for their services. This company is ill equipped to help people that are sick. They have repetitively posted wrong information on my " portal" and demanded information 2 and 3 times. They are impossible to work with, and with purpose and intent deny you your rights under law with respect to FMLA and Short Term Disability. I am paying premiums for a benefit I cannot use, and now am being told there is only " one person" with the company who can help me, and her name si " *******" and she is not available. I have been told they will call me Tuesday while I'm at surgery?????? This company is unacceptable . I am diagnosed with a critical sickness and they are refusing assistance. I have just spoke to a customer service rep who informed me nobody has contacted me because the " call back request" was not put in the system properly. Her name is **** and she is trying to be helpful, and it's clear she sees what a dysfunctional mess this is. Chronic vomiting and Dysphagia Diagnosis, pending surgery and UNUM will NOT ASSIST ME - I am DEMANDING for someone to review the mistreatment in my chat conversations ( I'm sure the company has chat history) So you can see the ill treatment - I have been disconnected 3 times and was verbally mistreated by a chat agent named ******** on May 15th. I do NOT have a copy of that chat transcript but I want it to be found and actions taken as appropriate.

  Business response

  05/17/2024

  Unum will respond directly to the customer. 

• Initial Complaint

  05/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I worked for ******** **** **** when my job was sent to another state I converted 7000 of my life insurance to Unum in 1999. I want to surrender this policy *********. I called many times since beginning of April to get the form to surrender the policy. It’s was supposedly sent 3 times but never received it. I never dealt with such incompetence with any company. Your assistance would be appreciated.

  Business response

  05/17/2024

  Will respond directly to the customer. 

  Business response

  06/17/2024

  Will respond directly to the customer as advised in our prior correspondence of May 17, 2024. Thanks so much.

*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. ↩