Saturday 24th of December 2016 05:11:44 PM
If I could give this company zero or negative stars, I would do it. Never have I been treated so poorly by any company. They are inefficient, uncaring, disorganized and downright deceptive. I can’t believe they are still in business. If someone ever tries to sell you or your loved ones one of these policies, run away and don’t look back. I can only imagine how they treat the elderly who have one of these policies and need to file a claim but doesn’t have a child or advocate to battle for them, I can only imagine how they are treated.My father took out one of their Long Term Care policies back in 1993 and set up the premiums to be paid directly out of his bank account. In August of last year he had a major stroke and would now be needing long term care at a local skilled nursing facility. Even though he had Medicare and supplemental through his work, I started the process of alerting Bankers that I would likely be filing a claim after the first two options ran out. I didn’t have in my possession the actual policy that he had taken out with them and couldn’t find it at his house. I alerted Bankers Life and they told me they would resend the policy to his residence and not mine since they didn’t have my existing POA papers. I said that was fine since I was having his mail forwarded to me anyway and that I would send the POA papers to them. I uploaded the POA forms and waited for the policy.Weeks later I realized I hadn’t received them, (my bad, but life got in the way). I called again, spoke to someone else who said they had no request on file and they had no record of my POA being uploaded. OK, stuff happens, so I re-uploaded the papers. Waited another couple of weeks, no policy. I call again. They have them. They’re being processed. Several more weeks pass and I receive a confirmation letter that my POA has been recorded in the name of my mother, who had passed 5 years previous. Another phone call to the agency that now is supposed to be servicing the policy since the original agent is now long gone. Agent tells me that they didn’t receive second page of POA. I resend everything again, including my mother's death certificate, but this time to the agent.Weeks go by, receive another letter finally stating me as the POA. Still no policy. Call again, speak with phone rep, Unique, in of all places, their call center...in Jamaica. Still no request on file for sending me a policy. Request a policy, but they have no record of my POA. Tell her I have a letter stating me as the POA. She says it doesn’t matter, she has no record of it. I am now thoroughly pissed and not certain what to do.On Nov. 20th, my father passes away. At the beginning of Nov. the nursing home was kind enough to fill out the majority of the claim and submit the claim. This is a service they offer to all their patients' families. She had questions about the claim as well and calls Bankers numerous times and couldn’t get straight answers and could never talk to the same person twice because Bankers doesn’t assign a single person to handle your case, you have the misfortune of having to talk to whomever is available...in Jamaica. She tells me that they keep asking for the same information from the nursing home again and again and again. It is now well into Dec. and they keep asking for the same info yet again. They are sending me letters now, telling me what they are asking for and it’s the same thing as the time before and the time before that etc. The nursing home has now sent the information 3 times.Oh, and Bankers also doesn’t deal with 21st century technology, everything is done by snail mail. One of the forms I received from them was dated 18 days prior to the date I received it. All of the information from the nursing home had to be snail mailed....again and again and again. The nursing home is now calling me to see if I can call Bankers, since they will give out no information to the nursing home, (and this is after I have told them twice to give the nursing home any and all information that they need), I am furious at the stall tactics and call Bankers yet again.Spoke with another rep in the Jamaican call center. Can’t understand a darn word she’s saying. They transfer me to another rep. Ann. She can only tell me that the claim is in process and they are waiting on the nursing home. I tell her she’s lying because I just got off the phone with the nursing home and that she has sent all the necessary information 3 times with the last time being 2 weeks ago. I again demand a copy of the policy, she refuses because, guess what? They don’t have me listed as POA??!! And now they don’t have to send me anything because POA ends at death! Oh, that’s right, Bankers didn’t even have that little tidbit of information in the file! I had told everyone I had spoken with after Nov 20th that my dad had passed. I got a condolence letter in Dec, but no one had recorded it in the file. How pathetic is that? And now I don’t have a leg to stand on to get a copy of the policy or any other information.I demand to speak to her supervisor. I also now am demanding to know where the call center I am speaking to is located. She dances around the issue until she blurts out “Jamaica. We are on the island of Jamaica.” Way to go, Bankers Life. She also was not wanting to tell me her supervisor's name, since he “was out of the office at the moment.” She finally told me his name was “Willy” and that she would have him call me. Yeah, right. No call back that day, or the next.Finally frustrated to the point of tears, I call the union liaison that Navistar has appointed to help its retirees with insurance claims. He proceeds to tell me how much trouble he has had with them and that maybe the reason they don’t want me to see the policy is because some of their policies he has dealt with offer a refund of premium if no claim is made. I’m now righteously angry.I now call the agent again, in Waterloo, IA. I explain the issue to her and I’m not speaking softly. She offers to call the home office if I calm down and stop yelling. I apologize and give her a synopsis of the problem. I can tell she thinks I’m exaggerating. She calls back in about 30 mins. Lo and behold, they won’t give her any information or fax her a copy of the policy. This is the AGENT THAT IS SUPPOSE TO SERVICE THE POLICY AND THEY WON’T GIVE HER ANY INFORMATION! She is stunned. Does tell me that as soon as the higher ups return from their New Year’s retreat, (yes, by now it is 2018.) I am done waiting.I draft an email to her (although to her credit she is the only person at Bankers that actually tried to help me and showed some modicum of empathy towards me). The email stated that I wanted a copy of the policy in my hands in 2 days and that I had already contacted my attorney and was filing a bad faith lawsuit. I also stated that I had already opened a case against them in the State of Illinois with the Department of Insurance. The next call would be to my State Senator and a local Circuit Judge. I get an immediate response from the agent that she is forwarding my email to the powers that be regardless of what retreat they are on.The next day, I get a call from Rob in the home office...in Chicago. He is stunned and amazed by how Much trouble I have had...But he still can’t send a policy directly to me!!! He assures me that he will personally oversee the rest of my claim...that it is in process and they are only waiting on the nursing home!!! He assures me that he would make sure a check is cut to the nursing home as soon as the claim is completed. He says they will overnight the policy to my father's address, in Central Illinois, 4 hours away from me. He says they will forward it after I tell him there is no one there to receive it. No problem, he says they will definitely have it forwarded. Guess what? It wasn’t forwarded! Fed Ex left it in the freaking DOOR!!! My husband drives 8 hours round trip to retrieve the policy. Finally received a check from them for the claim on February 2nd, when I had begun the claim process on Oct. 4th. Yes, that’s 5 months.My husband, who works for a major insurance company, was appalled by how badly this company runs its claims. The final icing on this wretched cake came with the check. In a small statement on the stub, the comment was written, and I quote this, “patient has not met the required waiting requirements. Your insurance does not pay for losses to the extent that they are covered by Medicare. However, as a valued policyholder, and to provide you with the best possible service, we are applying Medicare covered days towards your elimination period. You have met 20 of 20 days of your elimination period to date.” Yes, thank you Bankers Life for being so gracious as to afford me the finest possible customer service, you pathetic excuse for a company. If this is the best possible service, I would sorely hate to see their worst.