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Initial Complaint
01/04/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Won't resolve Medical bills
Business response
01/12/2024
Physicians Life Insurance Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling.
Customer response
01/16/2024

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
12/04/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I currently have a pet insurance policy with Physicians Mutual. My policy was effective on 10/10/2023. I am not able to make online payments through the Physicians Mutual app or through their website. The "Make Payment" option is clearly their to select, but when I click the "make payment" button, I receive this error "There are no policies eligible for payment" Return to My Account." I receive this error on both the app and the website. I've received this error since I signed up for the policy. I couldn't make my first online payment in October. I couldn't make my online payment in November or December. The app and website also have the option "One Time Payment" and I receive the same error even when I select that. I have spoken to the Pet Insurance Dept. supervisor and to ******** ******** Sr. Business Operations Specialist, to get this issue resolved. I was told by ******** ******* that the IT team told her that customers CANNOT make early online payments on the app or website and the only time an online payment can be made is on the actual due date of the premium OR days after. Now make this make sense. That is complete B.S. How do customers not have the option to make an online payment early when clearly the "Make Payment" option is there to select on both the app and the website? The company's website is broken and this issue needs fixed. If a customer can't make an early payment, then the "Make a Payment" option shouldn't be available until the actual due date. There is no statement anywhere on the app or website stating online payments can't be made until the actual due date of the premium. This makes absolutely no sense at all. Please fix your faulty website and app!
Business response
12/13/2023
Physicians Mutual Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling.
Business response
12/14/2023
Physicians Mutual Company investigates and responds to all consumer complaints. We have reached out to the customer and advised a letter has been mailed to address their concerns.
Customer response
01/09/2024
This case can now be closed. The company contacted me via mail. Thank you
Initial Complaint
11/22/2023
Complaint Type:
Billing Issues
Status:
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.
Physicians Mutual deducted $38.75 from my account on August 24, 2023. This was the first dental insurance premium. On September 19, 2023 they deducted $38.75 from my account for premium. I phoned them on September 20 and told them I had never received an insurance card or policy. They informed me that they would mail it out since I didn't get the first one. They then deducted $38.75 from my account on October 19 and I had still not received an insurance card or policy. I was unable to use the insurance because I had no documents to show dentist. I called them again on October 20 and told them to stop taking money out of my account since they had not issued an insurance card or policy. They told me they must have gotten lost in the mail. I said no way because I have been receiving weekly from your company an a flier for insurance. I told them to cancel immediately since I was unable to use the insurance. I got a letter from them dated November 5, 2023 stating that they would cancel the insurance November 17, 2023. They said no refund due because I could have filed a claim, how can you file a claim if you have no policy or insurance card. I want my money back!! This is definitely a scam!
Business response
11/29/2023
Physicians Mutual Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling.
Initial Complaint
11/20/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Wrongfully being denied a dental claim for a needed bridge. Denial based on a “missing tooth clause” but this tooth is not missing and is impacted in the upper jaw bone. They are insisting that it be extracted against the advice of the treating dentistry and orthodontic teams because it is stable and unnecessary for recommended treatment solution.
Business response
12/04/2023
Physicians Mutual Insurance Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling.
Business response
12/07/2023
Physicians Mutual Insurance Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling.
Customer response
12/07/2023
The Physicians Mutual Insurance Corp further reviewed my circumstances and due to the rare situation in my case is honoring the vlaim for me! I am very gracious and appreciate of their attention and care to my concerns and am completely satisfied with the exemalary service they have provided! this matter is satusfied and closed!
Initial Complaint
10/05/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I paid my first payment to physicians mutual accidentally using my savings account, which had no money in it. Then, they said I needed to make two payments by check only. Then, they changed their mind and said I only needed to send in one payment. I mailed a check for $56.50 #147 on September 1 2023. I was 3.00 short, so I mailed another check, for $3.00 on 21 September 2023, #146. I was told they hadn't received the first check, so I mailed another check for $56.50 on September 21, 2023 #148. Then I was told they received the first check, so I put a stop payment on the replacement check for $56.50, #144. Then, I made a total amount payment via debit card for the entire amount of $59.00, for October 1, 2023. A couple days later, I see on my online banking account, I had been charged an extra $6.00. They claim they never received the $3.00 check, so they charged me $6.00. Why did they charge me an extra $3.00, when the only amount they needed was $3.00? I have called them several times, and was hung up on, trying to get this straightened out. I am disabled, and this is very taxing. I have been on the phone with them several times, yet they can't seem to understand they owe me $3.00, if they didn't receive the $3.00 check, and $6.00 if they did receive the $3.00 check. This company is horrible. They didn't even realize I first paid them out of my savings account, which had no money in it, and they started my policy. They even told my dentist my policy was active. So, I went to the dentist, and I had no coverage. They stopped my policy without notifying me. Now, they say I made THREE payments to them, because they're counting the cancelled check of $56.50 as a payment, even though it's not reflected on my bank account as being cashed. They said I'm paid up until December, and I've only made two payments, that started in September. They shouldn't be handling people's money. If they cashed the cancelled check, then they owe me $56.50 plus the extra $3.00 or $6.00.
Business response
10/12/2023
Physicians Mutual Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling.
Customer response
10/12/2023

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
07/28/2023
Complaint Type:
Customer Service Issues
Status:
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.
Called numerous times and received no reply. Poor customer service.
Business response
08/10/2023
Physicians Mutual Insurance Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling.Physicians Mutual Insurance Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling.
Initial Complaint
05/09/2023
Complaint Type:
Customer Service Issues
Status:
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.
Date of service 8/2021 - 10/2021 Provider didn't accept Physicians Mutual, ultimately didn't file claim. So we mailed claim forms to Physicians Mutual but never heard back. Finally we faxed claim paperwork and Physicians denied because it was outside of their time frame/window. It's difficult *** ** ** **** *** to submit claims, find a fax machine, etc. We asked for a review of the denial, but they won't give an extension. They have all forms needed to process the claim, but they won't process it. ****** *********** *** *********
Business response
05/18/2023
Physicians Mutual Insurance Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling.
Customer response
05/30/2023

Complaint: ********

I am rejecting this response because: they have not made an attempt to contact me. I want them to process my claim and reimburse me for the dental benefits.

Sincerely,

Allan *****
Business response
06/08/2023
Physicians Mutual Insurance Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling.
Initial Complaint
04/25/2023
Complaint Type:
Customer Service Issues
Status:
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.
********** DO NOT GIVE THIS COMPANY MY PHONE NUMBER OR EMAIL *********** My wife (Gloria *******) received SEVERAL mail offers (AKA, JUNK MAIL) from these people. Over the last few years, they continue to pack our mailbox with their ******** JUNK MAIL!! We don't want anything to do with this company, now or forever!!! OUR MAILBOX BELONGS TO US!!!!!!! WE DECIDE WHAT GOES IN IT!!!!!!!!!!!!!!!!!!!!!! They refused to remove her name from their mailing lists! I hope you'll contact them (on our behalf) and instruct them to remove my wife's name and address permanently from all their mailing lists. * **** **** ****** ** ******* *** ** ********* ***** **** ****** ***** If you could stop it for us, then It's our hope and we pray, you'll be successful for all residents of *******. ************ I'll not go to other places to get my wife off of their mailing lists. They sent this to her, and they can REMOVE it! ***************
Business response
04/27/2023
Physicians Mutual Company investigates and responds to all consumer complaints. We have put the complainants name into our suppression file on April 26th.
Initial Complaint
04/25/2023
Complaint Type:
Product Issues
Status:
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.
I'm very dissatisfied with the dental policy from Physicians Mutual. Is good if you let them take money from your account every month. When is time to pay you for benefits is a nightmare. **** ******* ** ******* *** * ***** It's been 2 months ago I told this **** company if they refuse to pay for my benefits to stop taking money from my bank account. Every month they take $***** from my account and when is time to pay me all I get a new lie every time I call. I also have ***** ****** and me and my wife every year go for cleaning 2 times and ***** covers 100% of the cost. The dentist we went to first we have problems collecting the payments. We changed the dentist and have the same problem. They do not want to collect the payments from Physicians Mutual and pay us. We have been told by Physicians Mutual if there is a problem when we submit the claim form on box 10 do not sign and request the payment to be submitted to the dentist. We have been told to send the form, receipts from the dentist with the work done, and a signed letter with the explanation from us. On 02/5/2023 we submitted a claim and follow the instructions exactly what we had been told. After a few weeks, we contacted ********* to make sure they received it and everything is in order. So far I called 10+ times and every time they tell me a new lie. Was told they need the tooth # on one claim. We emailed the dentist and received an email showing the tooth#. The claim was for me and my wife went to the dentist on 0/23/2023 for cleaning. The second claim my wife had a broken crown in November 2022 and went to the dentist to get gum surgery and post-build-up. On 2/3/2023 she went back to the dentist to have the crown on. This is not the same dentist who did our cleaning. According to ********, they told me they sent the payment for the cleaning for me and my wife to the dentist in ****** **. We contacted the dentist in ****** and they told us they never received any payments. We contacted Physicians Mutual to complain but they told us they have no control if ********* the claim agency pay us. ******** keeps telling us if we want the payment we must call the dentist. Every time we call there is a new lie. Almost every month we receive a letter from Physicians Mutual to sign for life insurance. We are alive now and have a nightmare collecting the benefits, can't imagine how anyone can collect anything after passes away. T*** ***** ******* ** ******* *** * *****
Business response
05/05/2023
Physicians Mutual Insurance Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling.
Initial Complaint
04/10/2023
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I participated in a forum for Physicians Mutual members called *** **** to the extent I earned a $** **** gift card. I redeemed my points for that card on March 26, 2023. I still have not received the card in my email inbox, spam, or anywhere else. I have wasted time sending four messages to **** ** ******** "support" only to be lied to--most recently that I would receive it by April 4. **** ***** ** ****** ** ******** ***** ****** ****** ***** ****** ****** ******** They don't even respond promptly, much less get the job done. They stole my points and didn't give me my card. I even warned them I would report them to the BBB. I guess that is what they want: more work for everyone.
Customer response
04/11/2023
I finally got my gift card today, April 11. It was not sent on the March 26, the date they first claimed. Then, when it first showed up April 4, I had no idea it was from them because it was titled "**** *****." It looked like spam and didn't match any of their other emails. It is already spent, so you can close this out. Thanks.

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