Colonial Life & Accident Insurance Co.

Had outpatient surgery which was covered under my policy. Submitted my claim on 12/10. My doctor faxed in the paperwork to Colonial, and they were awaiting paperwork from the surgery center. Two weeks pass, then Colonial said they received the surgery paperwork but not the doctor's. Doctor faxed again. Then Colonial said they have it, but not the surgery center's. Three months have passed now, claim not paid, but not denied either. Doctor faxed paperwork four times and surgery center twice. I'm contacting the insurance board. They'll take my premiums in a timely manner though!

They get one star because it was required that I give them at least one star. I have never in my life dealt with an “insurance company” like this one. We have this coverage because my husband’s employer offered it with a subpar health plan. (Around 10 years now). I have yet to file a claim without additional information needed. I have had several surgeries in the past and most recently had a skin graft to cover the removal of a skin cancer. The policy states in black and white that a skin graft is covered. (Also, prior to this, I of course had several biopsies to determine what this skin cancer was...the policy states that a biopsy is a diagnostic procedure. They told me they could not locate a diagnostic procedure I had, so I needed to provide more information).

I purchased a cancer policy through my work. I was convinced to drop my Aflac and go with Colonial because it was so much better. 8 mths later was diagnosed with cancer. Trying to get my payout that is promised at diagnosis was unbelievable. Aflac never treated their customers the way I have been treated. I got mixed messages every time I called. I was told that I was not the only customer with cancer and constantly talked down to when I was saying I needed the payout to pay for my treatment. The customer service people were horrible and rude. I would not recommend this company to anyone. I have no choice now but to stay with them because I have cancer but I wish I would’ve stayed with Aflac. The way I have been treated makes me not even want to turn in a claim because they treat you as if you are a beggar. It is a horrible company.

I have had an accident and critical illness policy for 2 years. I have filed Wellness claims each year on myself, my husband and daughter and have had the money in my account 2 business days later. I also filed an accident claim when my husband was in a car accident. I provided all of his hospital studies and follow up visits and we were paid $665 within 2 weeks. The accident coverage has a specific amount that they pay per injury or test and it was spot on. So far, I highly recommend. I hate seeing all the negative reviews, but I do have to say that some seem to have filed the claim incorrectly?

The claims department canceled my claim once I made it to the 2 weeks mark of being injured and they owed me. They tried saying my policy doesn't cover an accident at work when I signed up for an accident policy for any location and the customer service representatives I dealt with up to the 2 week mark all confirmed that yes, my policy covered accidents anywhere so unless you fight and push for what you paid for they will just tell you that aren't covered and screw you out of what you are owed. It's almost a month and I still haven't gotten my money plus Christmas is in a couple weeks... find insurance elsewhere because this company is a RIPoff. Hell I even updated my direct deposit 3x and their system still can't put the right numbers in.

Well I used to managed 2 gyms in Washington State and while I was managing we had a rep from Colonial Life come in to sell me and attempt to sell all my current members policies. The gentleman was great at his job and I gave him the opportunity to sit with me which by the end thought that "This accident policy is a no brainer" and purchased it for very little money per month that came directly from my paychecks. I also allowed him to leave his brochure and card for our current members to look at if they so choose to. Fast forward 4 months later... I was in a severe ATV accident where I had lacerations to my face, shattered my nose, tore my trapezius muscle and partial shoulder. Not only did I have to go through all of the x-rays, MRI's, sewing my lip back together much more pain than one should go through but I also had to miss weeks of work for obvious reasons.

A follow up to my last post... They get the request to correct Dr. and I keep asking if they got my records and they wrote "No" in their email. They were looking in a queue for documents coming from a fax that had an area code of "567"... That is not even an area code in my state. They finally get the records and deny my appeal stating that my policy from 2013 did not cover my illness. A new law was passed in my state covering my illness and stated my illness could not be denied. However after some creative searching I found a policy statement from Colonial saying that they update polices when the state the policy was taken out in changes.

Updated on 12/04/2018: Update on my Mass Short Term Disability- Massachusetts: So as my previous posts- this all started in August. After my second appeal was denied I got Sothers involved and the Div of Insurance. We filed a complaint with the Div of Insurance and they sent it to Colonial Short Term disability. Div of Insurance with the help of others got this out to Colonial in 2 days. I got an email from Colonial saying they received the complaint from Div of Insurance and they had until 12/11/18 to respond. I wish I could say names of officials who are helping me but can't. They have been incredible. Today I go into account and there is an email dated 11/29/18 denying my claim again based on information received in Oct. They listed all the dates from my Dr. I call the 800 line and play dumb to claim rep who proceeds to read me what the letter sent to me said while I was looking at it but she did not know that.

I wouldn't recommend Colonial Life to anyone. Not only does their claims department not know what's going on, but the sales and service reps are not responsive and won't return your calls until days or weeks later. I've been trying to have a simple $80 dental claim processed for two months, but every claims rep tells me something different. After reaching out to my dentist, I found out that no one from Colonial Life has reached out to them at all regarding my account, even though CL said they'd reached out to them multiple times. I'm expecting that my next claim will be as much of a ** as the current one has been! I just asked my employer's accountant to stop payroll deductions for all of my policies, because I'm receiving nothing from this company at all.

I've read through A LOT of reviews with Colonial and almost all of them were 1 star reviews. I'm enrolled with Colonial through my employer, I personally have never experienced any bad customer service from the customer service reps. I will admit that it does take some time for Colonial to process your claim but I can't put all the blame on them. I can't speak for everyone but what held up my claim was that they (Colonial) requires that your paperwork be filled out to the 'T.' My doctor wasn't completing the paperwork as thoroughly as Colonial wanted which held up my approval. My accident occurred in Oct/17 and I didn't receive my entire payment until the middle of Dec. To some that may not be a long time but for me it was, especially with bills that were now becoming past due. Once again not ENTIRELY Colonial's fault but their approval process can use some work.

The WORST customer service as stated in other reviews. In addition to unprofessional and unknowledgeable customer service, they WON'T pay out for my short-term disability claim (of which I've had money taken out of every paycheck because their representatives were oh so CONVINCING at my work) that meets their standards (dependency on prescription medication). Also, they are making me jump through hoops for my APPEAL, and the supervisor said there is an appeal form to send, yet I can't find it online anywhere and customer service has NOT been helpful thus far. DON'T GO WITH THEM!!

Since May of this year, I noticed my weekly life insurance premiums have almost increased double, and I've only had them for less than year through my employer ** in Los Angeles. I've contacted them three times and they will blame your company corporate office and after having my corporate office tell them it is not their error, it is Colonials, they still overcharge every paycheck.

It's been almost a month and still haven't paid. They asked for more information even though they had it. Any excuse to not pay and wait till the very last minute to update anything. They must only have one person working in the approval department because timely isn't in their vocabulary. If I could I'd drop their insurance but it's through my work. Though it's not like they have the most brilliant people working to get us the best insurance either. So I guess you just have to deal with what you got.

They are the worst at paying any claims. Initially they took about 48 hours to pay the claim. Once I submitted for my cancer policy it took them almost 2 weeks to pay my lump sum and their after each claim takes approximately 7 business days to get paid and this does not include the day you submit, holidays or weekends. I placed a claim on the 18th of July and on the 25th of July both are still not paid. I have called numerous times to be told originally yes it will be paid Monday the 30th, called Monday as payment was not posted and got "oh this should have been paid, I am putting a rush on the payment and this should be paid within 24 48 hours," Tuesday, no pay.

I signed up with Colonial Life during open enrollment with my employer. The rep that signed us up, made the claims process seem very easy and hassle free. Well that's surely was not the case. Colonial Life processing time is very slow, you can't even speak with the individual who is processing your claim, you have to either speak with a call center rep, who usually knows nothing, or you have to submit an email, and wait 24 to 72 hours for a response. If they do respond by email, it's a generic email template, and your concerns are not even addressed in the email. They make every excuse not to pay you on the claims submitted. Very unprofessional company.

Work switched to this provider and we had no other options. They never set up my account correctly, I was never given an insurance card, the login information doesn't work, I have no idea what my policy number is, but they sure as hell take my money every check. Their website takes you in circles, and when you call their call centers you're told to either know someone's 5 digit extension or hang up. They don't have operators or an automated help menu. I input my policy information from work and they tell me there's a problem with my account and to call some number, but they won't help me until I log into the website first. Went to the dentist and set up an appointment because I need emergency work done and then I'm told the day before that the information they gave me at work is no good. Been paying some form of dental insurance for the past 7 years and I have yet to be able to use it.

In 2016 I added my husband to my account. During open enrollment in 2017 our Colonial rep and I supposedly removed him, not so they said I had to remove him during open enrollment. Again during open enrollment 2018 I signed papers removing him. That was May 3rd. It is now July 24th. I received a letter stating it is a pretax deduction so I can't remove him.

I completed a form to deduct my life insurance premium monthly. Instead Colonial Life took 6 months of payments out of my bank account, leaving me without gas or grocery money. They refused to refund the overpayment back into my account. I was trying to do the right thing and protect my family and was forced to go to a food bank because of their mistake. I feel humiliated.

If I could give less than 1 star I would. This is the WORST company I have dealt with. They make the health connector look like they know what they are doing. I have NEVER written a review about a company before, whether good or bad, but this I had to do. I do not want anyone to go through the headache I went through. I wish I had read these reviews on here before signing up.

I decided to cancel this policy in early May. After my initial phone call, I was told I would receive a letter via mail within 3 days. It did not arrive and meanwhile, another payment came out of my checking account. I called again, wrote and emailed and yet still today, 6 weeks later, I got a letter confirming my desire to switch to quarterly billing, not monthly! My bank has been very helpful with blocking any further debits from this joke of a company. I am sure collecting on any disability claim would be a total nightmare!

My friend has Aflac and suggested I get an accident policy which covers my son who plays 4 different sports. My friend always gone on and on about the wonderful, fast service she gets with Aflac. I added Colonial Accidental Insurance through my employer. I've filed with them so far 4 different times and each time I've filed a claim it took 2 weeks or more for the claim to be reviewed and paid. 2 of the times I filed, if I wouldn't have called, it seems as if the claim would've never been processed. It is RIDICULOUS the amount of time it takes for them to review and pay claims. CHOOSE AFLAC OVER COLONIAL if you prefer to have claims that are paid within 3 business days. I will be leaving this company as soon as my enrollment period through my employer opens. They also DO NOT PAY FOR X-RAYS, MRI'S, OR CT SCANS, but Aflac does.

Company does not (or at least says they don’t) keep notes when you call in. Customer service told me they did not have changes made yet I have received emails from them confirming. If they cannot get your information correct, would you trust them to pay your claim? Left message for my agent to call and he has not returned phone calls.

I signed up for Colonial Life because you never know what life will throw at you. Unfortunately I was told I needed a hysterectomy and they set my surgery up right away. Not having time to save for being off work up to 6 weeks put me in a panic. Then I thought I would be ok because I have Colonial Life. Boy was I wrong. I would only be paid for the night I had to be in the hospital which only comes up to $100.00. Are you kidding me? What the hell is $100.00 going to do? I have a house payment, lights, water, car, insurance, cellphone, groceries, 2 children, and anything else that happens to come up in a 6 week span. I'm a single mother who lives check to check anymore.

I had surgery on 4/18/18 and have yet to receive my payment from Colonial STD insurance. I sent my paperwork off in a timely manner and few hours before my scheduled surgery since I knew I would be on bed rest. I spoke with several reps that told me this was okay. Now I'm getting the run-around about post-op notes that need to come from the doctor. Since they must verify I actually had a surgery on the 4/18/18 date. Do they actually think my kids, bills and life revolve around them playing and dilly dallying with my money. They didn't have a problem getting my premium each month. But now I have to deal with them daily for another lie to be told to me by a rep.

Extremely disappointed in the service of Colonial Life STD. I submitted a claim for a medical necessity. I had to have a hysterectomy back in February 2018. I’ve spoken with at least a dozen or so reps and one person will tell me that my claim is being processed then the next day I would call to see why they have yet to process my claim and was told they are unable to locate all my medical records that were sent.

I purchased Voluntary disability benefits a year and a half ago. Also I purchased accident insurance. I knew that in the future I would be wanting to get pregnant. I knew NYS disability was not going to be enough to live off of during maternity leave. In the meantime I was diagnosed with an auto-immune disease and had to have a thyroidectomy. It would take me out of work for 4 weeks. I called my representative and he faxed the forms I would need right to my place of work and gave specific instructions as to how to fill it out. I am on leave still and today is Wednesday. I called Monday to see if everything was in order and they stated yes. The check would be sent out on Friday.

20 days later still no payment - I put in a claim. I was in the hospital for 6 days. No payment, no calls even though I was promised a response in 48 hours. I sent all requested documents per our agreement. Now they are waiting on the hospital to respond per supervisor. They spoke to the hospital and don't want to pay the price for medical records. SMH. Pay me I paid for coverage... Thanks for nothing.

We had a Colonial Life representative come into our workplace selling their insurance to first responders. I’ve been in the field for approximately 17 years and recently got diagnosed with post-traumatic stress disorder. I was hospitalized for about nine days. It’s going to be a while before I get back to work per the doctor’s orders. I filed a claim while admitted at the hospital and got denied. I was never contacted by Colonial Life Stating that I was denied. I found out when I called to check on my status. I was told by my doctor that post-traumatic stress disorder is diagnosed sickness. Colonial Life refuse to accept my claim due to my PTSD diagnosis. Is there anything that I can do? Thank you.

I have been trying to get my disability claim finished with colonial life since 3 4 2017 and they keep asking me for bogus information that they really don't need to have and they just keep giving me the run-around. I just had back surgery due to the fall that happened on 3/4 2017 and they tell me today that they can't pay me for the surgery. Has anyone else had any bad experiences with Colonial Life Insurance?

Let's get the positive out first. Colonial Life agent for our company is a great lady. Now the rest... I believe that Colonial Life goes with the let's deny and if they call put on hold and disconnect as their standard operating procedure for clients. SILLY things like, "We can't process your claim" and "It's denied because no treating doctor is specified" (ok I was in the er and the er doctor was signed on the paperwork, which I supplied, as er attending physician signed electronically.) NOW the rest of the things... Wait, wait, wait. We will hold your claims until you forget. I supplied on a hospital stay for a grade 3 head injury over 100 pages of paperwork and was given a quick hospital stay $$$ and maybe then I will think it's done.