Sandra Bravo, Bankers Life Agent

Monica A. Klus _{on Google}

Nov 21st, 2020

THE WORST CUSTOMER SERVICE!! The lovely lady answering the phones actually hung up on me while I was trying to get an question answered. Move your business elsewhere.

Neil Calden _{on Google}

Apr 29th, 2020

AVOID BANKERS. Filing a long-term care claim is a messy and excruciating experience. The initial list of documentation constantly expands and changes. The claims department is either grossly incompetent or worse. Do not waste your money paying for a false sense of security. Based on my family’s experience with our 90 year old aunt, the claims process is so muddled and confusing it is nearly impossible to successfully file a claim. I will file a complaint with the AZ Dept of Insurance and the Attorney General out our experience
More details: My aunt purchased a long-term care policy from Bankers Life in 1998. Bankers collected premiums the next 16 years. Earlier this year, she was enrolled in hospice care and, based on her deteriorating condition, was placed in a state licensed care home in June 2020. A call was made to Bankers to determine what documentation they needed to support a claim and notes were taken. All the documents requested were secured and delivered to the Peoria Bankers office in early July 2020 and they submitted them electronically to the home office. This was the beginning of the pain.
What followed was a steady stream of letters from Bankers requesting additional documents and re-submission of documents already provided (the care home have records of six instances when they faxed items to Bankers). Repeated calls to speak with the claims department resulted in long hold times (41 minutes and 50 minutes) and persons who said they still needed a previously unmentioned/requested document to process the claim. In each instance, requested documents were sent but were not acknowledged. A follow-up call resulted in being told the previous Bankers representative had been mistaken and they instead needed a different new document. This pattern went on for weeks.
In the meantime, my aunt died (July 21, 2020). Bankers has continued to debit her account for the premiums despite the Peoria office sending them a copy of the death certificate. They excel at money collection but Not at paying a claim. After seeking help from the local Bankers office, I received a call from someone In the claims department on 9/9/2920 regarding the claim. I was told for the first time they needed a copy of the invoices issued by the care home. Copies of cancelled checks would not do. The invoices were collected and faxed from the Bankers office to the claims people (to avoid the chance they could claim it was not sent). After no response I called and left messages requesting a call back. That call was received 9/17/2020. I was told the claim was denied because my aunt had to be in the care home 90 days before she was eligible to receive benefits and she died after being there only a month. Why, I asked, had they not told me of this exclusion period two months ago when the claim was filed and saved me, the family and the care home countless hours of wasted time? The Bankers representative had no answer.
At this point, I have no reason to believe the claim denial was legally made so will refer the matter, with copious notes and documentation, to the AZ Dept of Insurance and the AZ Attorney General for investigation.