Complaints

• Initial Complaint

  03/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted Physicians Mutual on 03/16/23. I wanted to pay for my brother's policy since my mom was deceased. The person I spoke to informed me that my mom has a policy as well. I was instructed to send a original copy of the death certificate, an obituary and a letter stating my relationship to the deceased. I put this information in the mail on 03/16/23. On 03/23/23 I contacted Physicians again and was told that I didn't send the original copy of the death certificate. I asked why I hadn't been contacted, no answer. I contacted Physicians today 03/31/23 to ensure they had everything thing needed. I was told that my mom didn't have a policy with them and that they had not received the death certificate, or obituary when I asked for my documentation back. I would like my copy of the death certificate and obituary returned asap. If not reimbursement.

  

  Business response

  04/10/2023

  Physicians Life Insurance Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  [BBB transcription via mail, see attachment] I want you to go after Physicians Mutual Insurance Company. I have been trying to get a Directory and a handbook from them for once a month when I call them all I get is the run around. they tell me the same thing. They sent them out. They are liying through there teeth. Because I never get them. Please go after them. I wonder how much they get payed to lie to people all day log

  

  Business response

  03/29/2023

  Physicians Mutual Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am saddened that my mother purchased this policy with this company. My mother purchased this policy thinking that if she should pass away, then her children would not have to cover her funeral expenses. Like all of us, we want to ensure that our family at least did not have to worry about the funeral costs. Unfortunately, that was not the case. ******************************************************************************************************************************************************************************************************************************************************** she passed away. This was not something that was expected. We thought that we were going to be ok, we would be able to just grieve because she had this policy to take care of the funeral. Not long after the services, we were told that we owed the funeral home, thousands of dollars because out of the policy, this company only paid a few hundred. I am certain that my mother felt secure at the time of purchase because of their false narratives to sell the products & policies. This has not only taken a financial toll on our family but also an emotional toll. Instead of being with each other we have to worry about finding additional part time jobs to pay for what this company promised my mother they would take care of. This just seems like a scam to me. We will pay, as long as you stay alive, should be there motto. I am hopeful that this has not happened to other families. I wouldn't wish this additional stress/pain on anyone.

  

  Business response

  12/13/2022

  Business Response /* (1000, 8, 2022/11/18) */ Physicians Life Insurance Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling. Consumer Response /* (3000, 10, 2022/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was an agent that reached out to me to obtain basic information, such as policy number, etc. I have not heard anything from them since that time. At this time, there has not been any resolution to this issue. Business Response /* (4000, 12, 2022/11/28) */ This was handled on November 18, 2022. Annette * Consumer Response /* (4200, 14, 2022/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no solution. They refused to do anything and stand by there immoral practices. I am hopeful that my family can can continue connecting with other families that have experienced this with this agency and have opportunities to reach others with our story. I am also hopeful that as we continue to reach out to those that can place this issue to the forefront, that at the very least no other family will experience what we have with this company. I just wish my mother had seen the low ratings and negative reviews for this company before she trusted them to take care of her funeral costs.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  have hospital policy to pay for being hospitalized provided proof of being in hospital now they changed the way you file a claim you have to have an itemized bill and dr sign making it to hard to file a claim went thru emergency room and wife was admitted on 8 24 22 and was discharged on 8 26 22 filed claim earyer in year and they paid claim without this getting dr to sign and itemized bill should not be needed policy is for being in hospital only and sent in information had policy over ** years made numerous claims and never had this problem there was never any claim forms before they only did this so they don t have to pay claims policy #************

  

  Business response

  10/19/2022

  Business Response /* (1000, 5, 2022/10/06) */ Physicians Mutual Insurance Company investigates and responds to all consumer complaints. We have reached out directly to the complainant regarding our handling.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had a crown put in **************************************. They indicated that a large portion of the tooth was worn away and that a crown was necessary. The work was done and a claim was filed with my dental insurance company. The claim was denied and I was told there was not enough information provided to justify the work done. I requested an appeal, which was done by another "expert" at Physicians Mutual rather than an outside expert and, of course, they came to the same conclusion. They also stated that there was no additional information that the dentist office needed to supply. This is not a valid appeal in my opinion. I want you the insurance company to tell me what they need in the way of additional information so that a proper appeal is done.

  

  Business response

  09/27/2022

  Business Response /* (1000, 8, 2022/09/06) */ Contacting the dental office for further information and still is under reivew. Consumer Response /* (3000, 10, 2022/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since their response indicates that the situation is still under review and a determination is still pending, this case must remain open and considered as unresolved. Business Response /* (4000, 12, 2022/09/09) */ Contacted customer by telephone on 9/9/22 to discuss claim resolution. Consumer Response /* (2000, 14, 2022/09/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My Step mother was contacted by Physicians Mutual to sign up for Dental. ******************** She has no recollection of signing up nor providing access to her accounts for automatic payment. After noticing the payments to her accounts and a few months of research, I was able to locate the company. They do not send monthly statements. I provided the POA documents and made our complaint. They indicated that they had a phone call of the initial sign up, reviewed the call but would not send us a copy. I believe they coerced my Step Mother into taking the insurance and into providing her bank information. We are seeking full or partial payment re-imbursement for monies paid for insurance that was forced to her that she has no recollection of having. The policy holder is Verna **********. **************************************************************************************************

  

  Business response

  08/22/2022

  Business Response /* (1000, 5, 2022/08/05) */ Physicians Mutual Company investigates and responds to all consumer complaints. We have been in contact with the complainant regarding our handling. Consumer Response /* (3000, 7, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) My *********** stepmother should not be contacted on this. All communication should be funneled through me. I have not have any contact with Physicians Mutual in 2 weeks. Therefore there has been no contact with the complainants Business Response /* (4000, 9, 2022/08/09) */ Physicians Mutual Company investigates and responds to all consumer complaints. We have been in contact with the complainant regarding our handling.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to cancel my policy for a few months. I have messaged them several times and can not get this done. I was not aware that I had to pay out of pocket for services that I could not afford to start with. I opened my account in February 2021 and I feel that they should refund every bit of what I have paid in. I'm seriously thinking of getting a lawyer and starting a lawsuit.

  

  Business response

  09/19/2022

  Business Response /* (1000, 5, 2022/07/22) */ Physicians Mutual Insurance Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling. Consumer Response /* (3000, 7, 2022/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have tried calling and email and have not received the desired results so far but I am willing to talk with them one more time. Business Response /* (4000, 9, 2022/08/01) */ We have responded to the customer on July 22, 2022. We would ask for the customer to allow more time to receive our mailed response. Consumer Response /* (4200, 11, 2022/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'll be satisfied when they close my account and refund at least three payments from the months I have tried to cancel the account Business Response /* (4000, 13, 2022/08/09) */ Physicians Mutual Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling. Consumer Response /* (4200, 15, 2022/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have still not received anything from them in the mailbox either. I will wait longer if needed as long as I am not being charged any longer Business Response /* (4000, 17, 2022/08/12) */ A letter was mailed on August 9, 2022. We would ask for the customer to allow more time to receive our mailed response. Consumer Response /* (4200, 19, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have given them enough time for their mailed response. It has been 10 days. I'm agitated with the way they are doing this. I now feel that I should receive a full refund for all money paid to them since February 2021. If I could afford to pay out of pocket for dental I would not have needed insurance. I was led to believe that this was good insurance. A question I have is did they send their letter to the correct address? Business Response /* (4000, 22, 2022/08/30) */ We have sent the response by 2nd Day Air to the address provided on the complaint. The insured should receive this by end of day Thursday September 1, 2022. Consumer Response /* (4200, 24, 2022/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is why I filed this complaint. I have repeatedly tried to get my address changed and the account canceled in the first place. My correct address is as I stated last time 2805 ***************** ********************. Anything sent to my previous address in ******** is useless and lost. I do not know what else to do at this point. I am completely dissatisfied with my entire experience with Physicians Mutual company and the terrible costumer service I have tried to deal with. Even when something is stated in a complaint like this is overlooked by the staff. Once again my correct address is ***************** ***************************. Hopefully this will help get it fixed and an end to all this Business Response /* (4000, 26, 2022/09/07) */ Per *** delivery receipt; the package was delivered on September 2, 2022 at 2:04 P.M.

• Initial Complaint

  05/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Whole Life Policy from Physicians Mutual has not been mailed to me after they took my first payment by autopay. I cannot contact them I requested customer service by email. All their agents are located in **********. The agent emailed to tell me by law he cannot help anyone out of state & he only works with ********. I replied I'm not asking about ******** it's whole life offered by Physicians Mutual and he does not reply or provide contact customer service info to a link to the life ins dept. I did chat live & they said wait ten business days from the time of the charge by autopay to my bank acct. I need to know the policy effective date. And why it's taking so long for the policy to be mailed out to me. They took my money & I have nothing to show for it no policy effective date & can't sign in online it requires an account nbr which I have not yet received.

  

  Business response

  06/07/2022

  Consumer Response /* (2000, 6, 2022/05/10) */ I am withdrawing my complaint to close the case. I received the policy on time. Physician's Mutual is not at fault. I was depending on the USPS informed delivery to inform me by email of the mail piece. However they do not take images of flat sized mail. So the policy was there at my PO box. I was unaware of it until I found my policy there without a notification from Informed Delivery, that delivery was made of a flat piece with no image, as they usually have in the past with std flats but I foegot they fail at informed deliver notifications of first class flats, those have shown up as surprise mail. Thanks PM for the policy.

• Initial Complaint

  04/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I sent the following fax (4 April 2022) to Physicians Mutual Insurance Company and have yet to hear from them. We all know what the mail system is like right now so I can't believe an insurance company this size doesn't have an alternative way to receive the requested documents needed to process/pay a claim. RE: Claim submitted for Ira ********** policy# ********** This is to inform your office that ********************* mailed the following documents (original death certificate; obituary and bill of goods sold) to your office on March 01, 2022 from ****************** Post Office. I called your company on March 25, 2022 and was told that the packet had not been received. I was also told that your company does not control the mail. Well my response to that answer is simply neither do this Funeral Home. No one can control the mail. I only hope that it reaches your office. I need to know is there an alternate plan in place to make this situation right? Instead of just telling me I need to resubmit the packet??? That one may not make it to you either so what can be done to get the ball rolling on this claim. I'm sure that your insurance company has an alternate method of receiving documents in the event this type of thing happens.

  

  Business response

  04/29/2022

  Business Response /* (1000, 5, 2022/04/14) */ Physicians Life Insurance Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling. Consumer Response /* (2000, 7, 2022/04/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) On April 11, 2022, the Supervisor of the claims department contacted me and provided me with their solution to the issue. I accepted her resolution.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On February 1st 2022, I requested a loan from my insurance policy. They approved it they said, on that day up until now which is February 28th 2022 I still not have received a check. Every time I call I get a different customer service rep and a different story. I don't know if they deducted the money from my policy or what but I told him I didn't receive the check they said they would issue another one I'm still waiting please help me thank you.

  

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2022/03/04) */ Physicians Life Insurance Company investigates and responds to all consumer complaints. We will reach out directly to the complainant regarding our handling. Consumer Response /* (2000, 7, 2022/03/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Physicians mutual resolved the problem after B.B.B. contacted them... IMMEDIATELY! I am truly grateful.

*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. ↩