Complaint / review text:
My parents purchased a long-term care policy from this company 30 years ago and faithfully paid premiums for that entire time. My father is now 90, suffers from dementia and several other health issues and was recently placed in a long-term care facility. We filed a claim with Bankers Life and immediately encountered stall tactics, with the company saying they needed "more documentation" from the facility, then when given that, they would claim they needed more information from his doctor, or from us, etc, etc. All in all, what was a VERY clear cut case took over 60 days for them to finally certify. Of course, my parents were led to believe this policy would cover 100% of any costs incurred by them if they went to a long-term care facility.in fact, this policy covers less than half of the monthly cost.
Once we finally had that taken care of, we were told to send the monthly invoices we received from the facility (after they were paid, of course) to Bankers Life claims department and they would "quickly reimburse us." We did, and EACH AND EVERY MONTH we have received nothing but stall tactics, headaches and frustration. This company will try ANY trick in the book to deny the monthly claim. So far, they have denied us because an invoice didn't have the dates of service in the proper place on the invoice, because they claimed we had already submitted an invoice. It was a duplicate and had already been paid (it had not) and because they claim they never received one of the invoices we sent. That's THREE invoices they've tried to deny and my father has only been in the facility for FOUR months!
I have had to call customer service EVERY month asking why our claims haven't been paid and it's quite obvious that these employees are trained to use these stall tactics. I'm quite sure this company believes people will eventually get tired of the run-around and simply give up. The truly awful thing is many elderly people who don't have adult children or a trusted friend around to help them through all the nonsense this company throws at them probably do give up. DO NOT, I REPEAT, DO NOT DO BUSINESS WITH THIS COMPANY if you expect fair treatment and your claims to be paid in a reasonable manner.