Business Profile

Life Insurance

Protective Life Insurance Company

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Protective Life Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

174 total complaints in the last 3 years.
65 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:03/28/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My father passed away in January and everything from filing the initial claim at the funeral home with someone who was completely clueless to receiving the payout has been. I reached out to my processor on several occasions requesting that I be allowed to receive my portion of the policy via direct deposit. My sister called and was told by the processor to send a cancelled check to her email before 5pm so that she can submit it for payment. I submitted it and Guess what? I still haven't received payment and no direct deposit was ever processed for me. Now, my PII is sitting in this person's inbox not processed. If you're going to tell someone that they should send this info, by all means process it. My sister received her portion of the policy but I've yet to receive my portion.
Business Response
Date: 04/10/2025
Thank you for your correspondence. Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we have provided a response to the consumer. If you desire a copy of our response, please contact the consumer.
Initial Complaint
Date:03/26/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying over a year to settle 2 life ins policies over 50 years old. I was contacted late ***************************************************** the midst of re-opening probate and being in contact with Protective several times, the policies were sent to unclaimed funds with my state. I have no doubt that if I had received return phone calls from the "processor" the funds would not have been turned over. In more than than year, I have received only 1 phone call from many messages left. I have left 2 recent messages in the last few weeks with no response. Now, I have to start new claims with unclaimed property, but I receive a 1099 - Inst form from the *** for interest paid to the estate (by Protective) that I did not receive. It is getting close to the tax filing deadline and I can't get anyone to return a call. The operators are very nice but can only note the file and put in a request for a call back.
Business Response
Date: 04/08/2025
Thank you for your correspondence. Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we have provided a response to the consumer. If you desire a copy of our response, please contact the consumer.
Customer Answer
Date: 04/10/2025

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
Date:03/20/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
AUL Corporation has denied our claim for repair on our ***** Traverse along with the dealership in ******* who sold us the vehicle. We just want to make sure our car is repaired and safe
Business Response
Date: 03/10/2025
At this time, we cannot locate a service contract using the information provided. If Ms.******* ***** would provide us with a copy of the contract and/or the Vehicle Identification Number (VIN), we could perform a more thorough search and respond to the issue(s) raised in the complaint.
Customer Answer
Date: 03/12/2025

Complaint: 23041853

I am rejecting this response because: this information has been sent via email from ****** ***** on 3/10/25
on the ***** Traverse Vin Number *****************
We just want the warranty to cover the transmission repair is all we are asking

Sincerely,

******* *****
Business Response
Date: 03/18/2025

RE:   BBB ID Number:                         23041853
       Contract Holder:                         ******* *****
       Service Contract Number:            NXLJJ171599E22

Dear *** or Madam:

A.U.L.Corp. (AUL) received your March 9, 2025, email and letter and forwarded them to me for review and response. *** administers the ******************* ***************** contract) that Ms. ******* ***** purchased from ****** of Athens on May 15, 2025. We hope you find the following information helpful.

Findings on the vehicle led us to believe that there was continued operation causing the shifter to malfunction and send incorrect signals to the control module, furthermore, causing the transmission to shift improperly. This condition leads to wear and tear on the transmission components if left unaddressed.

Under SECTION 8. WHAT IS NOT COVERED,subsection F. states, Any MECHANICAL BREAKDOWN or FAILURE caused by (a) failure to service the COVERED VEHICLE as recommended by the manufacturer;(b) overheating, regardless of the cause of overheating or resulting from contamination or inadequate amounts of coolant, lubricants, or fluids; (c)continued operation of YOUR COVERED VEHICLE or failure to use reasonable means to protect YOUR COVERED VEHICLE from further damage after a FAILURE occurs; (d)sludge, rust, residue, or corrosion; (e) lack or loss of oil or lubricant, or poor quality lubricant or fluids; or (f) OWNER OR DRIVER NEGLIGENCE OR MISUSE,WHICH SHALL INCLUDE OPERATION OF THE VEHICLE AFTER THE FAILURE OF ANY PART, THE NORMAL OPERATION OF WHICH IS REQUIRED TO MAINTAIN A SAFE OPERATING TEMPERATURE.AN UNSAFE OPERATING TEMPERATURE IS INDICATED BY, BUT NOT LIMITED TO, GAUGES,WARNING LIGHTS, OR AUDIBLEWARNING SOUNDS.

By pointing out the foregoing,*** and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.

Sincerely,

******** *******
Associate II Regulatory
Customer Answer
Date: 03/18/2025

Complaint: 23041853

I am rejecting this response because: documentation was sent showing that the car went to a ***** dealership when a sensor went off
they never indicated there was an issue with the transmission, theystated it was a sensor
we took the car in when we noticed there was issue within a day or two of the issue

Sincerely,

******* *****
Business Response
Date: 04/04/2025
RE:   BBB ID Number:                         23041853
       Contract Holder:                         ******* *****
       Service Contract Number:            NXLJJ171599E22

Dear *** or Madam:

A.U.L.Corp. (AUL) received your email and letter rejecting our response and forwarded them to me for review and response. Unfortunately, we have not received any additional information to alter our original decision. The claim was adjudicated in strict accordance with the terms and conditions of the service contract.

By pointing out the foregoing,*** and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.

Sincerely,

******** *******
Associate II Regulatory
Initial Complaint
Date:03/18/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My mother passed away on January 31, 2025. She had a life insurance policy that was with Mutual of ******** since 1968. I submitted her death notification to Protective's online portal On February 27th I received a packet via email with two forms for me to complete. I completed both forms and submitted them to the online portal (I should mention that the letter that came with the forms provided no information at all as to where or how the forms should be submitted). When I uploaded the forms there was a message saying I should hear from someone with in 3 to 5 business days. When I checked the status of my claim in the online portal on March 6, it was still saying pending review. I then submitted the forms to their claims email address, thinking that maybe they did not upload properly. The automated reply I received to that submission said I would hear from someone within 7 to 10 business days. Well now it is March 17th, and I have not heard from anyone, nor has the status of my claim changed from the pending review status on the portal. I triedcalling the number that was provided in the letter I received with the packet, which said their business hours were from 7 AM to 6:30 PM CST Monday through Thursday. I called shortly before 5 PM central standard time and was told by the automated message that they are closed. Apparently, they changed their business hours did not feel the need to include these updated hours in the automated emails. I've been getting when I try to reach them through email. This is a very small policy and I have provided all of the documents required. Protective has already confirmed that I am the primary beneficiary so this should be a very claim to pay, yet I am still waiting almost a month later for someone to tell me when the claim will be paid. I don't even know if anyone has even looked at the paperwork I sent yet. All I want is for someone to contact me and tell me why this claim has not been processed yet and when it will be.
Business Response
Date: 03/31/2025
Thank you for your correspondence. Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we have provided a response to the consumer. If you desire a copy of our response, please contact the consumer.
Initial Complaint
Date:03/13/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My father passed away on Jan. 18th. We called them from the funeral home on Jan. 21st to start the claim. The *** that we spoke with knew nothing. She didn't tell us that there were two beneficiaries, my sister and myself. She was worse than someone fresh out of training. We were given a claim number. Since I was present, I signed over my portion of the policy to the funeral home. The other portion of the funeral was paid by another policy. The funeral home submitted the death certificate but a few weeks later, I received a letter asking me to sign everything that I'd done with the funeral home again. Ok fine, I did that and faxed them on Feb. 15. No one would tell me the policy amount or the process. Finally, I'm told that I have to wait ***** business days for them to send a letter telling me when they're going to pay out. I would then need to wait another 5-7 business days for them to mail a check. I called on day 15 because there was no letter. Only to be told that they needed the funeral home assignment signed by both of us. Why would my sister's name need to be on there if she wasn't paying. The funeral home submitted a legal and enforceable assignment form with just my name. We sent them a letter stating that I was paying, not her. We get pushed to the back of the line again waiting another 20 days for payment. It's been 2 months! In addition, we weren't given the option of direct deposit DESPITE asking numerous times. This company doesn't want to pay out. The other company paid in two weeks. Do I wait another 20 days for them to find something else wrong?
Business Response
Date: 03/26/2025
Thank you for your correspondence. Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we have provided a response to the consumer. If you desire a copy of our response, please
contact the consumer.
Customer Answer
Date: 03/28/2025

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
Date:03/12/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had an original complaint against this company that BBB closed stating insurance company made a good faith effort to resolve, which they did not. Original BBB complaint #******** I also requested via email BBB reopen or review this original complaint but never heard back from anyone. This insurance companys representative stated on original complaint that a check would be sent out to all beneficiaries on Dec 15, 2024. No check was sent or received. I am the only legal personal ************************ of both my deceased parents probated estates. I sent them the **************, FL Probate Court approved paperwork proving this & my home address is both their legal addresses. No letters, emails, communication or notifications have been sent out from this company since the original complaint & no telephone calls will be returned from them. I was able to speak to a claims representative today who informed me theres a hold on this claim, that they cannot give me any information why there is a hold on it & that they cannot verify my Fathers date of birth I was also informed his date of birth I am giving them an incorrect date of birth..This is something totally new they are now saying & my Fathers date of birth was always correct & used to verify his policy. They now they have it wrong & state the policy has a different date of birth all of a sudden. This is my Fathers date of birth, which they could very easily verify on his death certificate copy I submitted to them many times. I have never seen such unprofessionalism from any company in my life & need assistance with this please. Thank you!
Business Response
Date: 03/26/2025
Thank you for your correspondence. Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we have provided a response to the consumer. If you desire a copy of our response, please contact the consumer.
Customer Answer
Date: 03/27/2025
Hello,

This is the only way I can answer the above email. When link is accessed with code it will not allow me to do anything, as it states waiting for Protective Insurance to respond. Protective Life Insurance has not responded to my BBB complaint at all. I did receive a phone call & email from Claims Rep *** ***** not based upon this complaint, but based upon the numerous telephone calls I have attempted to make to them that were not returned except this one call. Miss ***** stated payment would be made within two days, but payment has once again not been made & no additional communication has been received. Also, they were going to erroneously submit benefit payment to three additional people who are not even heirs of either my Mother or Father or entitled to any of their benefits. Very disappointed with every aspect of this company's lack of handling of my BBB complaint, my Father's life insurance policy, continuous delays to process payments & lack of communication with me (the only legal Person Representative & Trustee of both my parents estates.

Respectfully,

**** Ann ******
Customer Answer
Date: 03/27/2025

Complaint: 23054085

I am rejecting this response because:

Dear BBB,

My files will not upload stating they are too big. I will have to email them. Protective Insurance Claim Representative Miss ***** stated on phone almost two weeks ago payments would be sent out in two days, along with confirmation of payments which never happened. No further communication has been received via phone, email or **** from this company including responding to my email agreeing to have two heirs/beneficiaries paid on this claim. This response from them on this complaint states they have policies in place which will not allow them to respond and to my new complaint but they responded numerous times to my BBB first complaint, as BBB can see, Also attached is one if their responses. This company does nothing but play games & changes the rules constantly!
Thank you!

**** Ann **********
Business Response
Date: 04/04/2025
Thank you for your correspondence. Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we have provided a response to the consumer. If you desire a copy of our response, please contact the consumer.
Customer Answer
Date: 04/07/2025

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,

**** Ann ******
Initial Complaint
Date:03/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I'm owed a refund from an extended warranty $2,031.03. I applied for refund in November 2024 company approved cancellation on 12/11/24. I was told I would receive a ( within 6/8 weeks) refund no later than 2/11/25. I would call monthly to check on process.Again a delay tactic 5 month process and this company refuses to provide payment 3/3/25.
Business Response
Date: 03/07/2025
RE:   BBB ID Number:                         23016556
       Contract Holder:                           ***** *******
       Service Contract Number:           ACNY050832

Dear *** or Madam:

Protective Administrative Services****** (PASI) has received your correspondence and email dated March 4, 2025, addressed to Protective Life Insurance Company (PLICO), and forwarded to me for review and reply. **** is the administrator of the ********************************* contract) that Ms. ***** ******* purchased from Auction Direct Usa ****** on May 18, 2023. We hope you find the following information helpful.

Ms. Jacksons cancellation was processed on December 11, 2024. A request to issue a refund was sent to our payables team on February 14, 2025. A check in the amount of $2,031.03 was sent to the lender. On March 3, 2025, Ms. ******* called in stating the loan was paid in full. At that time Ms. ******* was informed that we do not have any information about the loan being paid off. Ms. ******* must submit the payoff notice, for us to review. As of today, the documents have not been received.

By pointing out the foregoing, **** and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.

Sincerely,

******** *******
Associate II Regulatory
Initial Complaint
Date:02/28/2025
Type:Customer Service Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My father left an annuity for my daughter and when it came time to cash in so to speak this protective life insurance company don't seem to be getting it... They make one excuse after the other and lie, its never the same story every time I call the company. My daughter just turned 18 and sent the paperwork in along with her birth certificate and death of my father. Plus, the people who work there are rude and argumentative, gaslight etc. I started taping the conversations so I can show my attorney....I got a free consultation and I will get a lawsuit. No sense in dealing with these people. They have such bad reviews to... Oh well its to bad now that I will get all their money, se la vie
Business Response
Date: 03/12/2025
Thank you for bringing this matter to our attention. Due to privacy laws, we cannot provide you with any information regarding this life insurance policy. Accordingly, we will respond directly to ****** ******* regarding this matter.
Customer Answer
Date: 03/16/2025

Complaint: 23001259

I am rejecting this response because:
My daughter has not received the money, annuity check and when I call protective life they tell me a different story with who whoever I speak to, very confusing and frustrating.

Sincerely,

****** *******
Business Response
Date: 03/18/2025
Due to privacy concerns, we are not able to provide information regarding the complainant's policy to the BBB. We have responded to the customer directly addressing the concerns outlined in the complaint.

******* Bureau
Protective Life Insurance Company
Initial Complaint
Date:02/26/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My mother passed away on 7/1/24. I sent the claim form and death certificate into Protective Life on 9/26/24 per their emailed instructions. On 9/27/24, they sent me an email that stated documents were not received or incomplete. I called and spoke to Makita. She told me the death certificate was acceptable, but they needed letters testamentary, small estate affidavit. I told her the other beneficiaries were handling that in a different town. Asked if that would be acceptable for Protective Life if it came from anyone of us beneficiaries , Makita said that that would be fine. I checked again on 1/7/25 To see where we were in the process. They would not give me any information except that they didnt see any activity. On 2/7/25 I spoke with ****** and ******. They told me that my form was filled out improperly on a certain section. She said they could not proceed without a claims processor helping me through the form. She also said the processor hadnt listed what documentation is required and that I would need to verify the association with the estate, that the claims processor would give me a phone call and the message was sent at highest priority. On February 10, after not hearing back, I called and spoke with ******, she asked me if anyone had checked the box for the policy being lost. I told her that I was not told that before, that my reason for contacting them had to do with needing help with a section that was filled out incorrectly. She suggested that I destroy the policy, as it was a 65 page document? I was very confused and asked to speak to a claims processor. She told me she would put me on hold and check with one and also told me that there were no previous notes of my conversations. When she came back on the line, she said that they had all gone home for the day and that she would send a note for highest priority to **** ******** ,claims processor. I still have not heard from him and have since filed a complaint with the insurance commission.
Business Response
Date: 03/11/2025
Thank you for your correspondence. The same correspondence was filed with a regulatory organization in this jurisdiction. Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that the Company provided a complete response to the appropriate regulatory agency.
Customer Answer
Date: 03/11/2025

Complaint: 22991622

I am rejecting this response because: I have not received communication from the **** regarding this complaint. Im requesting this case remain open until that time.

Sincerely,

******* ******
Business Response
Date: 03/12/2025
The company encourage the customer to reach out to the regulatory agency which the matter was filed for response. In addition, a response was sent directly to the customer today from the ********************. The customer can provide the response to your agency, if desired.
Initial Complaint
Date:02/15/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Reoccurring matter that is still ongoing since OCTOBER 2024. The company has reviewed every avenue of my vehicle and came to final decision of pulling the oil pan to check for damage on the rod and barring's. IF there is damage, then it would be added the claim and the work would be started. IF i denied to authorize the work and they continued to what was known currently but didn't resolve the issues, then any further work would be denied. The work was authorized and damage was found. Now they are circling back to the first inspection that resulted in coolant in the cylinder that was the reason of the first claim and already reviewed and have continued with the additional work. The claim is altogether being denied after already agreeing to the work and needing to confirm this last piece. This company has been awful to work with and not honoring a signed contact, despite of the three inspections that have shown otherwise.
Business Response
Date: 03/13/2025
RE: BBB ID Number:     22945105
        Contract Holder:    ****** ********
        Contract Number:   PER00-0208 99900020742

Dear *** or Madam:

Protective Property & Casualty Insurance Company received your letter dated March 04, 2025.

The complaint stated,The claim is altogether being denied after already agreeing to the work and needing to confirm this last piece. Th claim was authorized last month in February. The claims department has made attempts to contact the contract holder. Maybe Ms. ******** could reach out to the repair facility to find out what is stalling the repair.

By pointing out the foregoing ***** and its affiliates do not waive, but specifically reserve,any and all rights and defenses they may have under the service contract and the applicable law.

Sincerely,

******** *******
Associate II Regulatory

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Protective Life Insurance Company is NOT a BBB Accredited Business.