Complaints

• Initial Complaint

  10/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had my daughter at the end of August. I made sure to call Lincoln financial right after having her to process my claim that I had opened with them. It has been almost 8 weeks without getting my short term disability check. I have called almost daily now to speak with someone to figure out why I have not received my check. Every time I speak with customer service they are unable to put me through to the claims specialist as they are currently on another line. On one occasion where I was able to leave a voicemail for my claims specialist I have not received any calls back. They also attempted to get me through to a supervisor who was also unable to answer their phone. Customer service representative gave me an extension to the supervisor. When attempting to call them on my own I got a message saying that it was an invalid number. Its very frustrating to keep attempting to call them with no answers at all.

  Business response

  11/02/2022

  This letter is in response to your request received 10/21/2022. We would like to thank you for sending this complaint to us on behalf of our insured, ***************************. However, privacy laws limit the amount of information that we are able to provide you regarding this matter.Accordingly, we have responded directly to ****************** regarding her concerns.

  Regards,

  Cheryl G*******

  Claim Resolution Consultant

  Claim Resolution Services

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was off work for a medical procedure as of 07/25/2022. My paperwork and my employers was filed 08/08. I didnt hear anything as of 08/19 at which time I tried contacting Lincoln Financial and was told they hadnt received the doctors statement, which was given them on 08/05. I contacted my Dr. and was informed it was faxed. I logged in and seen my first and last name was misspelled. I contacted Lincoln Financial again and they said they would correct it. Two weeks later and 3 more attemps ,my name was corrected. A of 08/12/22 I am still "pending" apparently now waiting on medical records which my Dr. says were never requested, at least in my name. Its a shame you pay all those premiums thinking you will be covered and have to get ignored.

  Business response

  10/18/2022

  This letter is in response to your request dated and received 10/16/2022. We would like to thank you for sending this complaint to us on behalf of our insured, ***************************. However, privacy laws limit the amount of information that we are able to provide you regarding this matter. Accordingly, we are responding directly to ******************** regarding his concerns.

  Sincerely,

  Cheryl G********

  Claim Resolution Services

  Lincoln Financial Group.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is my disability company! Claim # *******! I have requested both in email & several verbal conversations to be called when something is sent to my email or mail! Cynthia W************ has ignored this, and refuses to adhere to it, even after she advises she will! I sent documents filled out back on July' 18 2022, Since them I keep receiving an email to submit them!! I have called both Cynthia & the Manager Audrey leaving vm's w/ times and dates to call back when I am available, around my Dr's Appoints! It goes so far that one vm left for Audrey I advised to call before 3 pm due to Doctors appoint' she had all day, & calls me after 3pm when Im at the Doctors, & can't pick up?? Then that Fri' I left her 2 VM's to call the the next Mon from 10-11 am! No Call!! This is purposely being done to me, & I don't appreciate it!! No person or human being much less a disabled person should have to accept such neglect in handling my claim! I have asked for two years to receive confirmations of request for Dr's records by email & phone! They have purposely not provided? Ever? There is supposed to be a new case worker and no one has provided info! They flat out refuse to properly communicate with me' and provide what I have requested! Leaving me in the dark! They never pick up their phones' they don't respond to emails' I send stuff & they don't advise verbally if received! This is their job to do these things & should beheld accountable? This needs to be rectified, across the board! They get paid to do this not making me suffer, with being completely negligent in handling of my claim and towards me! With it being their choice to do so' I have had several issues' in the past and present! Someone from Corporate needs to contact me! and Handle this properly, from now & going forward! Period! ************ w/ a proper time I can set!

  Business response

  08/25/2022

  August 25, 2022

  
  BBB serving Metro Washington DC & Eastern Pennsylvania
  ****-*********************
  1411 K Street NW
  10th Floor
  Washington, DC 20005-3004

  
  RE *************************
  Complaint ID: ********
  Claim Number: *******

  Dear ******************:

  In response to your August 23, 2022 inquiry.

  Please note that privacy laws limit the amount of information that we are able to provide you regarding this matter.

  Upon receipt of your inquiry, Michael W********, Director of claims, contacted the consumer by telephone and addressed her inquiry. Please note that complaint matters are handled by the appropriate business units and not corporate.

  Please let me know if you require any additional information.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been on a disability leave and the insurance provider has been completely unresponsive and uncooperative after 12 calls to date. I am left guessing what to do, have confirmed that my doctor has sent all required forms to the insurer multiple times, and am perpetually directed to voicemails and get no return calls. This amounts to a fraudulent promise of services to which I paid into monthly each paycheck to get critical services to pay my mortgage and keep my house.

  Business response

  07/14/2022

  I am writing in response to your email received July 11, 2022, to The Lincoln National Life Insurance Company (Lincoln Financial)regarding the above-referenced Case Number.  Due to privacy laws, Lincoln Financial cannot provide you with any policy information regarding the complaint that ***************** filed.  Accordingly, Lincoln Financial has responded directly to ************ regarding this matter.
  
  Thank you for bringing this matter to the company's attention. If you have any questions or should you need any additional information regarding this matter, please feel free to contact me.
  

  Customer response

  08/08/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the insurer who has a financial incentive to collect monthly payments and then be the sole arbiter to deny claims is not a fair system. My doctor placed me on disability claim and the response does not show how they know better to deny a claim then my doctor who placed me on it.
  
  Regards,
  
  *****************
  

  Business response

  10/26/2022

  We are writing in response to the follow up we received from you on behalf of ******************  As previously stated, privacy laws limit the amount of information that we are able to provide you regarding this matter. We have previously provided a written response to ************ regarding his concerns.  Accordingly, Lincoln has responded to him directly regarding his additional concerns.

  Regards,

  Cheryl G*********
  Claim Resolution Consultant
  Claim Resolution Services
  Lincoln National Life Insurance Company

• Initial Complaint

  07/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  LINCOLN FINANCIAI GROUP WILL NOT RESPOND TO MY REQUEST TO MAKE A DIRECT DEPOSIT OF MY FUNDS INTO MY *** BANK ACCOUNT.

  Business response

  07/12/2022

  July 12, 2022

  Dear *** *******, 

  I write in response to your request dated July 10, 2022 and received July 11, 2022. We thank you for  sending this complaint to us on behalf of our contract owner, ****** ********. However, privacy laws  limit the amount of information that we can provide you regarding the contract. Accordingly, we are  responding directly to ****** ******** addressing her concerns.  
  Please feel welcome to contact me if you have any questions.  
  

  Regards,  
  
  Julie T******  
  

  Business response

  07/13/2022

  I write in response to your request dated July 10, 2022 and received July 11, 2022. We thank you for sending this complaint to us on behalf of our contract owner, *****************************. However, privacy laws limit the amount of information that we can provide you regarding the contract. Accordingly, we are responding directly to ***************************** addressing her concerns.
  
  
  Please feel welcome to contact me if you have any questions. 
  
  

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** I'm %100 owner of the account . Lincoln refuses to process the fund withdrawal request that I have requested urgently while ago with submitting the required forms signature etc.

  Business response

  07/07/2022

  July 7, 2022  
  

  Dear *** *******, 

  I am writing in response to your email dated July 1, 2022 addressed to Lincoln Financial Group  (“Lincoln”) regarding the above-referenced Complaint ID Number. Due to privacy laws, we  cannot provide you with any information regarding the complaint that **** ****** filed.  Accordingly, we will respond directly to **** ****** regarding this matter.  
  Thank you for bringing this matter to our attention. If you have any questions or should you need  any additional information regarding this matter, please feel free to contact me.  

  Respectfully,  
  Suzanne *. M
  

• Initial Complaint

  06/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  From what I have experienced from Lincoln Financial, this company definitely lacks Customer Service and professionalism. I personally, would NEVER recommend them to anyone. I have several policies with Lincoln Financial. For security purposes, I will not list the policy information. Similar to some of the negative BBB reviews that are posted from other consumers, I have been given the runaround regarding a recent claim and my policy. I would also like to have the opportunity to discuss my other policies with a member of the corporate office .

  Business response

  06/09/2022

  June 8, 2022 
  
  Dear *** *******: 
  

  This letter responds to your June 6, 2022 inquiry regarding ****** ******. 
  

  Please note that privacy laws limit the amount of information that we are able to provide you regarding this  matter. Our records indicate that ****** ******’s LTD claim was denied April 19, 2022. Mat S*********, Appeals Manager, attempted to reach the consumer on June 8, 2022 to address any concerns regarding the LTD appeal determination. We were unable to leave a message. The consumer may contact Jeff B**** or  his manager as outlined in our April 19, 2022 letter at: ************. 
  

  We are unaware of any other lines of coverages the consumer has with Lincoln Financial Group. The  consumer may contact our customer service line at:800-423-2765 for any information needed regarding other product lines. 
  

  Sincerely, 
  Karen M* ******** 
  Claims Shared Services – Complaints 

  Business response

  06/16/2022

  June 9, 2022 
  
  Dear *** *******: 
  

  In follow-up to my prior response. 
  

  Mat S*********, Appeals Manager, spoke with consumer on June 9, 2022. The consumer advised that he  wished to speak to someone in corporate. If the consumer wishes to discuss his LTD appeal determination the appropriate contact is the appeal manager.  
  

  The consumer did not wish to speak with the appeal manager and disconnected the call. 
  

  We have attempted to address the consumers complaint inquiry. 
  

  Sincerely, 
  Karen M******** 
  Claims Shared Services – Complaints 

  Customer response

  06/17/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  

  I am rejecting this response because:

  
  

  Previously to filing a complaint with the BBB, I have already spoken with Matthew and he was unable to assist.   Once again, I am requesting to speak with a member of the corporate office in attempt to resolve my issues.
  

  
  Regards,
  
  * ******
  

• Initial Complaint

  05/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I filed a short term disability claim on 3/23/22. Its been two months and I never get returned phone calls or updates from my case manager. I've even tried to speak with a supervisor but I was told that they cant put me directly through to a supervisor, they can only request a supervisor to call me. I haven't had that call returned either.

  Business response

  05/29/2022

  May 26, 2022 
  

  Dear *** *******: 
  

  This letter responds to your May 26, 2022 inquiry regarding ******* *****. 
  Please note that privacy laws limit the amount of information that we are able to provide you regarding this  matter. This inquiry has been directed to a claims manager to contact ******* directly. 
  

  Sincerely, 
  Karen M******* 
  Claims Shared Services – Complaints 
  The Lincoln National Life Insurance Company 

• Initial Complaint

  05/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is a complaint because there has been no resolution to a preauthorization for dental work I need. I went to the dentist and was informed my tooth is cracked and I needed a crown on 2/24/2022. The dentist submitted a preauthorization per my insurance protocols. On 3/25 the insurance company requested a letter from the dentist, and they submitted the required information. They were originally told 10 days but that was not accurate. I called the insurance company and they said 30 days was required for their review. On 4/13 I received a form stating the dental consultants requested additional information and a response has not yet been received. I called on 5/1 and spoke to **** who is with customer service. He told me he needed additional information and would call me back. He did and said there is no resolution and said he would inquire. I asked him to have a supervisor call me and he stated someone would call me within 2 business days. No one called me back. I had to call again on 5/5 and explain my issue. I spoke with another customer service rep, and she promised a supervisor would call me back before the end of the day. I did finally receive a call back and she stated something about needing an x-ray. The insurance company should have requested that on 3/25 if that was required for the authorization. They should have resolved this in a timely manner, and I wouldnt have had to enroll in COBRA for dental benefits.

  Business response

  05/20/2022

  May 20, 2022  
  Dear *** *******:  
  I am writing in response to your email dated May 9, 2022 to The Lincoln National Life  Insurance Company (Lincoln Financial) regarding the above-referenced Complaint.  
  Due to privacy laws, Lincoln Financial cannot provide you with any policy information  regarding the complaint that ***** ****** filed. Accordingly, Lincoln Financial will respond  directly to *** ****** regarding this matter.  
  Thank you for bringing this matter to the company's attention. If you have any questions  or should you need any additional information regarding this matter, please feel free to  contact I trust this information has provided you with sufficient documentation to answer  this complaint.  
  If you have any questions or wish to discuss this matter further, please feel free to contact  me via phone at ###-###-#### or via email at GPcomplaints@LFG.com. 
  Sincerely,  
  Mary Jane N*****  
  Appeals Consultant  
  Claims Solutions Shared Services  
  The Lincoln National Life Insurance Company
  

  Customer response

  05/25/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  

  I am rejecting this response because:  This is all related to the fact that they eliminated my position with the company I worked for. The insurance company requested information twice from the dentist and they responded promptly.  The insurance company did not respond until I called and asked what the status was of the pre-cert approval.  The insurance company decided to reclass the procedure from a crown (which I need) to a filling (which is a waste of work).

  Regards,
  
  ***********************
  

  Business response

  06/07/2022

  June 6, 2022  
  Dear *** *******:  
  I am writing in response to your email dated May 26, 2022 to The Lincoln National Life  Insurance Company (Lincoln Financial) regarding the above-referenced Complaint.  
  Due to privacy laws, Lincoln Financial cannot provide you with any policy information  regarding the complaint that ***** ****** filed.  
  Accordingly, Lincoln Financial has sent a follow-up response to *** ****** regarding this  matter. She has been notified that her next step is to file a written appeal to Lincoln  Financial Group.  
  If you have any questions or wish to discuss this matter further, please feel free to contact  me via phone at ************ or via email at GPcomplaints@LFG.com. 
  Sincerely,  
  Mary Jane N*****  
  Appeals Consultant  
  Claims Solutions Shared Services  
  The Lincoln National Life Insurance Company

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Please accept this as a formal complaint against Lincoln Financial Group, aka Lincoln National Corporation. I have spent countless hours by phone and email attempting to initiate a short-term disability claim, utilizing the Income Protection Plan I started on 4/01/2021. I first initiated contact with Ms. Samantha M******, Senior Claims Examiner, on 11/10/2021 to inquire about the conditions of my policy around the condition of “complicated pregnancy.” By phone, we discussed my circumstances as sufficient grounds for a claim. Ms. M****** emailed me the paperwork. I submitted the completed paperwork, along with the requested Physician’s Statement, on 1/29/2022. I received no response. I attempted numerous phone calls and emails to no avail. When I tried to call the general disability claims phone number, I spoke with numerous representatives who could not find my claim in the system (indeed, sometimes they could not even locate my policy as a paying client.) After nearly a month, I was told that Ms, M****** no longer worked for the company. I was given contact information for Ms. Michelle B*******, Claims Specialist. I spent 2 more weeks making phone calls and sending emails with no response. Finally, today, I connected with Ms. B******* by phone. She informed me that (1) benefits do not start paying out until 90 days after the first day of disability, per the policy, which is nonsensical for a short-term disability benefit, where consumers quite obviously need their benefit paid promptly and for a short amount of time and (2) that my knowledge of the conditions for “complicated pregnancy” as described by Ms. M****** were inaccurate, and I would need documentation of medical/surgical/ hospital-based interventions. I’ve wasted 4 months, countless hours, emotional distress and hundreds of dollars on a policy that is effectively theft. LFG was quick to accept my check for $330.29 for a premium, but now that I am disabled for less than 90 days, I am unable to collect.

  Business response

  03/19/2022

  Please note that Kimberly N******, manager, attempted to reach *** ******* today, however; she was unable to leave a  voice mail message.  *** ******* may contact Kimberly N******  at: ###-###-####
  

   

  Customer response

  03/23/2022

  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. 
  

  
  

  However, I do wish to have my complaint published as a warning to other potential consumers about the terrible customer service experience I had with Lincoln Financial Group, aka Lincoln National Corporation. As clarified in my original formal complaint, I spent countless hours by phone and email attempting to file a short-term disability claim with LFG, with no response for weeks at a time. When I finally was able to speak with an appropriate LFG representative at last, my claim was rejected due to inaccurate information I had been given by another representative 3 months prior. Thus, I wasted four months of my time, emotional distress, and hundreds of dollars on an insurance policy with a company that never upheld it's end of the contract. It's unconscionable and unacceptable to offer this kind of service to people at their most vulnerable times, and I'd like to make sure other potential customers know this.
  

  
  Regards,
  
  ***** *******
  

*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. ↩