Complaints

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

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• 

  UNUM

  1 Fountain Sq Ste 1 Chattanooga, TN 37402-1303

  
• 

  Unum Group

  2211 Congress St # C185 Portland, ME 04122

• 

  Starmount Life Insurance Company, Inc.

  PO Box 98100 Baton Rouge, LA 70898-9100

• 

  Unum Group

  1200 N Mayfair Rd Ste 450 Wauwatosa, WI 53226

• 

  UNUM

  2555 Meridian Blvd STE 150 Franklin, TN 37067-6374

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:04/02/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company is not responding to my dispute in a timely manner. I have emailed back and forth with: ***** **** Account Coordinator P: ************ ** ************ ** ******************************** I have received one letter dated 4/24/2022 explaining why I am not due a refund. I have explained and sent pictures of my payroll checks showing that deductions started again, 24 years later after I requested cancellation. I requested cancellation in 1996, and deductions stopped. Then as of February-March 2020 deductions resumed without my knowledge. I noticed months later when I reviewed a paystub and noticed the PPOA deductions and I questioned it. The answer, in the one letter I received, was that they could not find a formal cancellation from me. Besides, it was there error that restarted deductions when they made a change from *** ****** to PPOA. This is when deductions restarted. I have the one letter that says I am an active policy holder but they do not have a policy for me and can not provide one when I asked. I have gone months between emails. I think they are hoping that I give up and take the loss. It is not fair. I can provide all the emails and I even wrote a physical letter and provided them copies of paystubs and emails and it has been a year with no response. The total of 840.09 is for the deductions taken from 2020 til 2021 when they stopped again at my request. Thank you.

  Business Response

  Date: 04/16/2025

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

  Customer Answer

  Date: 04/16/2025

  see attached

  Have you heard from the company? Yes

  Are you satisfied with the company's efforts to resolve this matter? Yes

  I now have contact information and received a prompt response. Thank you for your help.

  I received a detailed letter explaining the payroll codes. I was able to look back and see that they continuously took the premium since 1997 and they did not receive my letter to cancel.

   

• Initial Complaint

  Date:03/31/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ********** * *****, I have been with colonial life since 2003 and I never had an issue with any of my policies on March 25, 2025. I received a letter from Colonial Life saying my policy number ************ has been terminated due to not receiving payment of the grace period I never received a letter on this policy about a grace period payment. I feel that this was very unnecessary because I always pay on policies and I’ve been with them 22 years at this point I didn’t understand what was going on so on March 26, 2025 I called Colonial Life and spoke with Miss ***** and I explained to her that I never received a letter about this policy about any grace. The only information I receivedfrom Colonial Life was information that I had to pay my interest by April 1, 2025 on all policies and also I received a payment for policy number ************ for the amount of $64.80 that is due on April 1, 2025 no other information had I received and I feel that I have been treated very unfairly. I have been with this company long enough that I should have got the notification about the policy that they terminated when I spoke with Miss ***** on March 26, 2025. She told me that she will be sending me a application to fill out for this policy to be reinstatedI have been a loyal customer for 22 years. It’s already hard to get life insurance. i’m so disappointed and so scared if something was to happen to my husband today and he’s not covered with life insurance every day is not promise to any one of us I work very hard to keep. I pray that nothing happens to my husband doing this time until I am able to get him some more life insurance coverage. I feel that my life insurance should have never been terminated because I never received that letter. Thank you ???? ********** * *****

  Business Response

  Date: 04/01/2025

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

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

• Initial Complaint

  Date:03/31/2025

  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 have an active, approved Long Term Disability claim open with UNUM on behalf of ****** Wholesale. The last two payments have been severely reduced due to an "estimated Social Security benefit," which there is no guarantee I will receive or when. UNUM requested that I sign a form promising to pay back any "overpayments" if I should begin receiving benefits outside UNUM for my disability, which I completed. This was confirmed to be completed and received by my case manager on Monday 3/24/2025. However, I have yet to be paid the money the deducted from my approved payment in February. Furthermore, they deducted over $800 from the payment deposited on March 28th... which is AFTER I completed and submitted the form to UNUM.

  Business Response

  Date: 03/31/2025

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

  Dear ******* ******,

  
  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.
  
  Sincerely,
  
  
  
  ******* **
  Regulatory Analyst
  ***** ******** (fax)
  

• Initial Complaint

  Date:03/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got dental insurance throught *********, which is now Unum and all was well until September of 2023 when suddently no monthly payment was taken out of our bank account. No money was taken out until Nov 18th 2024, and randomly the 45.96 was taken out again. I had no insurance from them from September 2023 until November 2024 because they stopped taking out monthly payment for no reason. I had to get a new dental insurance because my policy was no longer valid for whatever reason. I didn't know they had started taking out policy money again until March 1, 2025 when I was looking through bank account withdrawals and saw on November 18 2024 they had taken out 45.96 and again in December and then in January 13 they took out 89.88. I called them they said they would refund the extra charge and I had them officially cancel my insurance even though they randomly stopped me from having it for a year. They said I would still have to pay March 2025 monthly payment and then payments would stop in April 2025. I believe I should be credited back all my money from November 2024 to March 2025 as I didn't even know they had randomly starting taking out monthly payments again. What insurance company just stops taking out payments, and cancels your insurance or whatever they did (I didn't have any because my dentist tried to file a claim and said I didn't have it anymore) and then randomly starts stealing money out of your account after over a year of not taking policy money. This company is the most ridiculous company I've ever worked with and something needs to be done. You don't just start taking money out of an account after not doing it for almost a year and half.

  Business Response

  Date: 03/10/2025

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

  Customer Answer

  Date: 03/14/2025

  
  Complaint: ********
  
  I am rejecting this response because: it is a generic response saying they will contact me which I am not holding my breath on that one but if they do great. But right now it's obvious they aren't taking this seriously. 
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 03/15/2025

  
  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,
  
  ****** *****

• Initial Complaint

  Date:02/26/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Colonial life has practiced deterrents to not pay my disability claim. Repeatedly asking for medical records. Calls made receive a different response each time. Not advising when documents submitted do not satisfy the eligibility determination. I have have paid for this policy since 2002 and they don't tell you the difficulty in getting claims paid. They don't assist the claimant in any form. They denied my claim and I can't open any letters on line. The letters I have accessed appear to be generic. I spoke to an agent who advised they received everything and my claim would be reopened as my documents crossed the denial notice in the mail. That didn't happen. I called back and was advised that all documents were received and claim would be escalated. That didn't happen. called today and was told documents were not sufficient. I was not advised and left under the impression all was satisfied. they are now asking for restrictions,limitations. They did not contact the doctor's officer to assist with processing but have authorization to do so. I am having financial difficulties as I have not been paid since 01/02/25

  Business Response

  Date: 02/26/2025

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

  Customer Answer

  Date: 03/06/2025

  Hello
  I am not satisfied with colonial/unum’s response as they claim they paid me in 3/4/25 from 01/3/25 to 2/10/25. I have not received anything.. secondly they sent a letter about how long my recovery should be their standard recovery period doesn’t include if patient has nerve damage or underlying health conditions., they don’t care about me or anyone else they just want to profit . I have paid for this policy for almost 23 years .. they have made this challenging and have caused me stress .. because my job is sedentary they feel I can go back to work and bare the neck back shoulder arm hand pain and tingles and numbed fingers.. my employer sent them my employers statement through April 10,25 and this is the same tactic to delay benefits.. they are doing this to a large volume of beneficiaries I can assure you.. they don’t want to pay claims .. my pain is my pain .. it can’t be measured in a book.. 
  

  Business Response

  Date: 03/06/2025

  Unum received your email as well as BBB objection. Unum will respond to your additional concerns directly. Thank you. 

• Initial Complaint

  Date:02/25/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On last week around the 18th and from there I’ve been having both but trouble getting conflicting information from representatives my doctor has not received the paperwork and this process is being prolonged and today I received conflicting information from two different representative stating that my provider was Was going to be receiving the paperwork which they haven’t and then when I wanted to take the survey and this isn’t the first time this has happened the representative transferred me because they thought I was going to give them a bad survey. The representative’s name was ******* It has been a unpleasurable experience. I’m just trying to file for short-term disability while I get my medical issues together and it’s been really hard this last week dealing with unum

  Business Response

  Date: 02/25/2025

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

• Initial Complaint

  Date:02/24/2025

  Type:Customer Service 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.

  Dear BBB, Unum has failed to provide an updated W-2 form that is necessary to resolve a tax issue I am currently facing. Below is a summary of the situation: In 2022, I received benefits from Unum. The total amount received after taxes was $15,711.69. The first payment of $14,723.23 was received on 12-Jan-2022, and the second payment of $1,219.63 was received on 4-Mar-2022. However, I was overpaid, and when I moved, I was unaware of the debt. As a result, the debt was initially sent to collections for the amount of $7,971.43. Once I became aware of this, I contacted Unum, and they took the account back into internal collections. I made a settlement deal, paying $4,000 of the overpayment amount, and my collections account was closed. In September 2024, I received a letter from the IRS stating that I owed $4,000 in taxes due to the original full amount that was paid to me. However, I had already repaid the overpayment, and the IRS has the original W-2, not the updated one reflecting the repayment. I have called Unum numerous times and sent countless emails requesting the updated W-2. Each time, I am told the updated W-2 will be sent to me. Despite this, I have not received it. Two weeks ago, when I called, I was informed that mail was being returned, but no one notified me of this until I called again. This lack of communication is extremely irresponsible. I need to file an amendment to my tax return as soon as possible to correct the IRS’s records. I have asked Unum multiple times to email me the updated W-2, but they have failed to do so. This situation has caused me significant stress and inconvenience, and I am deeply frustrated with the lack of urgency and accountability from Unum. I respectfully request that Unum send me the updated W-2 immediately so that I can resolve this tax issue and file the necessary amendment. Thank you for your attention. Sincerely, ********* ************ **********************

  Business Response

  Date: 02/24/2025

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

  Customer Answer

  Date: 03/03/2025

  
  Complaint: ********
  
  I am rejecting this response because I haven’t received the required document (W2) yet.
  
  Sincerely,
  
  ******** *********

  Customer Answer

  Date: 03/08/2025

  
  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,
  
  ******** *********

• Initial Complaint

  Date:02/06/2025

  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 took this life insurance out in 1991 working for the ********* ****** ***** ** *********. Starting last February 2023 it started with me owing different amounts and the what i owed for 3 months. then i would call and i got so many different answers. they started with a grace period. i always paid my premium and every 3 months the premium was different plus they say I owe a grace period, The premium would change and the scam of a grace period, They sent one for January $948.88 paid by January 30 2024, This was plus In November 2023 i paid $693.68. i feel like i have been scammed. i know premiums go up as I get older but, a grace period? I have paid my premiums but, a grace period NO. please look into this, i just want my money.

  Business Response

  Date: 02/10/2025

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

• Initial Complaint

  Date:02/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had reconstructive colon surgery. I had complications and was unable to return to work when the insurance felt was an acceptable timeframe. I filed a claim for disability and the company is refusing to pay the total amount for me being unable to work due to complications I had from the surgery. I have supplied them with all documents as required. Once they receive the documentation, they request. They will ask for additional documentations like officed visit notes, referral notes or physical therapy notes, operative reports which I have already supplied. I have sent medical records to them alone with a letter from the doctor, which would include a supplement form from the company that stated to have the doctor to fill out the form and forward back to them which I did.

  Business Response

  Date: 02/04/2025

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

• Initial Complaint

  Date:02/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 14, 2024 I signed and accepted Group Life, Accident and Disability Insurance with Colonial Life offered through my employer *****. Sales person ***** *** ************* is the agent who set up my policies. Around November 11, 2024 a letter dated November 5, 2024, stated "after careful consideration, we are unable to issue group disability coverage on you at this time". Payroll deductions of $89.49 had already been established and a total of $357.96 has been paid to ****** ********* ***. to date, leaving a total over payment of $189.76 owed back to me. My policies total $42.05 ($42.05 x 4= $168.20). A total of four payments have been made. I reached out to ***** *** January 6, 2025 alerting her that I had been over paying and requested a refund be submitted. About a week later I was told it was under investigation. I reached out again January 20, 2025 asking for an update or time frame on the investigation. She claimed to have not heard anything. All I've gotten a brushed off by ***** ***. Today I text ***** *** and asked for direct contact information for the person who handles these cases for Colonial Life. I did not receive a professional response and was not provided and update on my case. She brushed me off again by saying she was at a doctors appointment and would call me. I'm sick of the run around with this company and or agent. I submitted policy cancellation forms today with a request for refund of over payments. I hope BBB can help push a resolve for this situation.

  Business Response

  Date: 02/10/2025

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