ComplaintsforUNUM

• 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.

• Initial Complaint

  05/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ****** ********, request a appeal to review my claim #********, i'm not understanding how no one looked at any of my hospital visits and diagnosis from the on my visits and say that, i don't have serious issues going on, so someone is not knowledgeable of how to properly diagnosis someone they've never seen or even spoken with? is CA medicine and treatment different from SC because no one has said anything about my fatigue and my bloodwork improving and everytime i go to an appointment im always referred to another specialist that can't tell me anything but they say something is showing in my white count cells, how is that again no one can explain what's going with me but can tell me im fine to function and that im capable of doing something when, no can function to tell me what's going on with my body, i've been complaining about my vision from the beginning of everything my right side weakness and everyone seems to skip over those complaints that i have. Has anyone compared all the scans that I've had and compared them to each previous scan. In the notes this so-called MD says 3/17/2023 REMOTE RIGHT GANGLIA LACUNAR INFARCTION. 11/27/2023. my medication dosage increases or changes on each visit. That means more money for visits and medication and I don't have anything coming because someone who has never laid eyes on me or spoken to me say that I should be able to function and think these MD's reviewing medical documents really need to look through the documents and understand a person's previous activity. I can't even feel my toes or my fingertips at times, things I've been complaining about from the start as well. I’ve filled several claims with this company and they keep saying I don’t have a diagnosis of this condition or that condition, yet they put in the that I do have the condition (Coronary artery disease ) but yet denied my claims.. they are not abiding by there owns rules

  Business response

  05/10/2024

  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.
  

  Customer response

  05/30/2024

  I wanted to also state that, they do not include the entire contract. They keep leaving out the reoccurring part and the part that states that they will cover another condition as long as it had nothing to do with the first condition… the screen shot they provided, shows they paid me for an incident in April. I did file with **** and as you can see they didn’t include the entire contract or explanation. It feels like they are trying to hide the facts and the entire contract.

  Business response

  05/30/2024

  We understand that you remain dissatisfied with your experience with our company. We have provided a response to the complaints you submitted to the ***** ******** ********** ** ********** *** ******* ********** ** *********, and the Better Business Bureau. Your claims have been reviewed on multiple occasions and the determinations remain as communicated to you. At this time, no further reviews are available to you. Should you wish to pursue this further, you may file a civil action.

  Customer response

  06/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:Nothing is consistent when it comes to there explanation the date, the diagnosis nothing… they can’t even send the entire policy, there’s 5 pages and instead of owning what they did, they try to make it seem like I’m the problematic, but that’s corporate America and these insurance companies, always NOT LOOKING out for anyone except their own pockets.. But as always they these corporate lawyers so they don’t have to do any real work by looking over the medical records themselves… they are not sending the entire policy and what i was requesting, they have a reoccurring condition benefit and ive asked them several times for clarification on that policy and they refuse to give it to me
  
  
  Sincerely,
  
  
  ****** ********
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  05/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When the year 2023 rolled over to 2024 new FMLA paperwork needed to be filled out by my doctors office they submitted the same paperwork with new dates as last years paperwork looking identical and replication of the old paperwork making sure dates illness and all other information matches so it’s easy to process this paperwork was received by Unum reviewed by specialist **** and rejected since starting the new claim for a new year from February till now MAY completely unacceptable no communication has been done between my Healthcare provider and Unum they have been texting emails sending notification making so I have to take time off my job to have Unum be able to process a simple FMLA request today I contacted spoke with ******** in customer service with Unum and placed a Urgent call for a supervisor to call me back this call happened around 8am **** the specialist call me to say they were needing 4C and 8B to be filled out but in 2023 this information wasn’t requested or required to complete and start my FMLA paperwork a complete Quality assurance fail on UNUM when they send out requesting additional documentation it doesn’t say specifically what exactly is wrong with the paperwork so I’m being call by my drs office to deal with something I shouldn’t have to deal with it the employee reviewing over the paperwork is incompetent. PLEASE Review over all paperwork that has been submitted for past and current claims do a internal review over claims reviewed by this employee claim specialist as this has caused a great burden and a medical condition to worse and be exasperated and cause a flare up due to amount of ongoing stress caused by this entire process which in 2023 was easily fixable and easy to process

  Business response

  05/17/2024

  Good afternoon,

  Unum responded to Mr. Williams directly on May 15, 2024. No further action is being taken at this time. 

  Thank you. 

• Initial Complaint

  05/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Yes I was denied long term I work retail on my feet my orthopedic physician talked to ***** my specialist and also sent a letter that he recommended I'm able to be standing for long periods of time is recommendations were ignored also I have arthritis neck and spine as well as carpel tunnel from year's working on computers and register I did not file a workman compensation for this . Unum also denied my Psychiatrist recommendations I have severe anxiety and depression and a condition call iih which sometimes effect pressure in my brain also had Hemorage still being investigated still waiting to be tested for seizure or heart issues which I have and this has brought extra stress on me I don't know how I feel day to day I sometimes can not attend invites due to all issues above . I have a permanent disability placard from physician even tho unium physicians say I don't. And as far as ***** I think she was asking me questions that I'm unsure of and her manager ******** spoke down to me. They made me wait over 4 months for a decision and constantly asking my Psychiatrist for continues paperwork over and over I was charged out of pocket each time and ***** was a aware of that I think both ***** and ******** played on me being I'm a senior and to get forgetful but that being said I still have a disability and work a retail job and now have no income and have to file bankruptcy they even asked me to go get my records from doctors that was not my job I'm not healthy and can not be going back and forth senior discrimination I feel worked hard for many years in 2020 worked on a torn meniscus I have many witness both from and other to state what I say is true they witnessed days I couldn't walk or had trouble standing I will have to unfortunately apply for partial unemployment from my employer I have no income and need to live and again I can't stand for long periods employee's friend's and former manager have witnessed my health issues.

  Business response

  05/02/2024

  We received the same complaint under BBB Case Number: ******* and will be responding to the customer directly. We will not be logging this as a new complaint since one has already been processed under a different case number. Thank you. 

  Business response

  05/02/2024

  On May 1st we received notification from the Better Business Bureau (attached) and have processed as a complaint and will be responding directly to the customer via phone. 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I applied and was approved for paid family leave, for my family welcoming a child. Received a letter stating my first payment would be received april 13th, I've still received nothing as of today. I've called every other day for the past 2 weeks and EVERY single time I'm told "they released the funds and they will be in my bank within two business days", never happens. Yesterday I was told the case handler would contact me, never happened. Today I was told a supervisor would contact me. Never happened. I have zero income and a family of four to support.

  Business response

  05/01/2024

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

  Thank you for contacting the Better Business Bureau with your concerns. We take seriously any questions or concerns about First Unum Life Insurance
  Company, and we appreciate the opportunity to address them.

  Due to the issues, you raised I have requested that you receive a callback to discuss. You should receive a call no later than Friday. 

  Best regards,

  ****** ******

   

• Initial Complaint

  04/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  There are critical issues in how rep Unum assessed the requirements of my role as a firmware engineer and their overall approach during our interactions that I believe reflect broader ethical concerns in handling claims for individuals with chronic conditions. Throughout the claim process, their rep ******* asked questions that seemed straightforward, such as "Do you sit down at work?" and "Do you need to move your arms for your job?" However, these questions misleadingly simplified the demands of my position. If ******* had been transparent about his role as the decision-maker and the implications of his questions, I would have clarified that the physical acts of sitting and moving my arms are peripheral and assumed and not a part of my duties, which primarily involve intensive intellectual engagement and problem-solving. The essence of firmware engineering lies in its complex cognitive demands—capabilities that have been severely compromised by my chronic migraines, headaches, and anxiety. ********* failure to recognize the intellectual basis of my occupation and to evaluate my claim in the context of these demands shows a fundamental misunderstanding of my professional responsibilities. Moreover, the initial portrayal of ********* role as merely an informational gatherer rather than the primary decision-maker was not only misleading but raises serious ethical concerns. It prevented me from presenting my case fully and accurately, under the mistaken belief that I was providing background information rather than defending my capability to work. This lack of transparency is particularly troubling for individuals suffering from chronic conditions, who must be able to trust that their disclosures are handled with the utmost fairness and understanding. These ethical concerns are not just pertinent to my case but suggest a systemic issue that could affect other claimants. As a result I believe my claim was wrongly denied and I am seeking options to remedy this

  Business response

  04/29/2024

  Acknowledgement letter attached. We do not respond on the BBB portal and 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.
  

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother died 12/01/2023 and I filed a life insurance claim in January 2024. I originally had my self as the beneficiary on the claim but the beneficiary is actually a trust in my name, ******* ***** ******** Trust. I was told to resubmit with the trust listed as beneficiary, which I did. Then I was told I needed to submit a claim withdrawal for the claim in my name, which was done. I was told the trust name had to have the date in it, so I resubmitted with that. I was told they couldn't read the signatures and I have been told I am "blessed they are even speaking to me" Every time I call to check on the status they tell me something completely different and there is never a resolution. it has been 4.5 months and I still am told something different each time I call. Now I am being told they don't have both trustees signatures which I was assured they did the last few times I called. Below is what has been submitted to UNUM. The attached claim form is what was the final submission along with the signatures of both trustees submitted as separate page 4 and 5. Original Policy Copy of Trust Multiple Death Certificates Copy of me and my mom's drivers licenses Claimant Statement with me as beneficiary Claimant statement with trust as beneficiary Claimant statement with Trust as Beneficiary with date of trust included in the name of the trust because they said it wasn't valid without the date in the name. Claim withdrawal statement removing my claim so trust is only claimant Life claimant statement with trustee 1 signature on pp4-5 Life claimant statement with trustee 2 signature on pp4-5

  Business response

  04/15/2024

  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.
  

*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. ↩