Complaints

This profile includes complaints for Global Atlantic Financial Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Global Atlantic Financial Group

  10 W Market St Ste 2300 Indianapolis, IN 46204

• 

  Global Atlantic Financial Group

  1550 IN-46 Batesville, IN 47006

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:03/18/2025

  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 inherited pension plan switched providers to Global Atlantic Group around June 2024. Around the end of 2024 I received a letter from Global Atlantic Group stating that I had made an election for 120 payments only of *****, when I actually elected for lifetime benefit of *****, with guaranteed 180 payments of ***** if I die before ************************************************ December 2024. They stated they couldnt correct the mistake unless I proved that was what I selected. I sent them the proof in January 2025, and they have still not made the correction. They also closed my ticket and opened a separate ticket that I have no visibility into. They do send me weekly emails saying theyll contact me within 5 business days, and never do, and its been like that for 3 months. The below amount of money assumes Ill live the avg life expectancy of 75 years.

  Business Response

  Date: 03/19/2025

  Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
  
  Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information.  As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
  
  We will provide a written response to the consumer on or before 4/8/25.

  Thank you.

  
  

• Initial Complaint

  Date:02/14/2025

  Type:Product 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 give permission to Global Atlantic Financial Group to discuss my case with The Better Business Bureau. I purchased a preneed cremation policy through the ************************** (owned by Global Atlantic) on December 11, 2024 for $2232. The Policy number is *********. I notified the *** on December 16th I wanted to cancel (well within the 30 day window) and submitted the cancellation form on December 17, 2024. On January 3, 2025 I was notified I had to submit a different cancellation form to Global Atlantic. I completed this form and submitted it to the email address on the form that same day and received an email acknowledgement from the company. I was told it would take up to 15 business days to receive a refund. During the subsequent four weeks, I called customer service at ********************************************* four times to follow up. I was told every time that my policy had been cancelled and the refund check was in the mail. On February 3, 2025 I emailed my contact at the **************************, **** ********, and asked him for help in obtaining my refund. I received a call from ****** ******, their Office Coordinator. She called Global Atlantic on my behalf and requested they void the check they supposedly mailed and send me a new check via overnight service. I still never received a check. ****** Global Atlantic a couple more times to find out the check was not sent via overnight service but was supposedly sent via the mail. It is now February 14, 2025 and I still have not received my refund check. I do not believe that Global Atlantic ever printed any refund checks. This seems to be their normal business practice to try to unlawfully retain customers' money. I request a check be immediately processed AND SENT VIA OVERNIGHT EXPRESS SERVICE WITH TRACKING. I have confirmed through ****** that Global Atlantic has my correct address.

  Customer Answer

  Date: 02/18/2025

  I have finally received my refund check, and my complaint is now resolved.

  Business Response

  Date: 02/18/2025

  Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
  
  Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information.  As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
  
  We will provide a written response to the consumer on or before 03/10/25. Thank you.

• Initial Complaint

  Date:12/19/2024

  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 have been paying on a prepaid funeral policy for the past 10 years with Global Atlantic - Forethought Life Insurance Company. The policy was paid in full on 10/21/2024. There is a credit, owed to me, in the amount of $67.32 as noted in the attached statement. For the past 2 months, I have been trying to get the monies owed to me. I have spoken to several people in their customer service department. I was advised on each occasion, that the check will be mailed to me. It has been 2 months, and I still have not received my check.

  Business Response

  Date: 12/20/2024

  Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
  
  Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information.  As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
  
  We will provide a written response to the consumer on or before January 9, 2025. Thank you.
  

  Customer Answer

  Date: 12/31/2024

  The issue has been settled and a refund was issued. Thank you for your assistance in this matter.

• Initial Complaint

  Date:12/09/2024

  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.

  Double payment was made submitted on Nov-******* for Forethought Life Insurance.Policy Number: ********* Insured Name: ******* ******** ** Confirmation Number: FTFFTF000387137 Payment Amount: $184.65 Scheduled Payment Date: Nov-******* Account Nickname: ********************* Number: ********* Account Number: *6809 Account Type: Checking Account Category: Consumer Requested refund 11/25 was informed it would take 8 days to receive refund. Its been over 8 days and **** is now stating they have to hold funds for a period of time before release. He could not provide details or why Im getting conflicting information.

  Business Response

  Date: 12/10/2024

  Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
  
  Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information.  As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
  
  We will provide a written response to the consumer on or before 12/30/24.

  Thank you.

  Customer Answer

  Date: 12/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* ******** Sr
  

• Initial Complaint

  Date:11/12/2024

  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.

  I have two annuity accounts with *********************************************. I am going through a divorce and trying to withdraw money. I made a mistake of telling them when I called I needed paperwork for a divorce. I am trying to withdraw and they tell me because I am going through a divorce, I cannot withdraw. I was advised I would have to go to court and file a temporary orders to access my funds. My attorney advised that I was allowed to take money to pay household bills and attorney fees without going to court. They would not allow it. I went to court on Oct 31 and got a court order with an amount I was allowed to withdraw. Signed by a judge and my soon to be ex spouse. They are still denying saying they now need a divorce decree. I desperately need this money to survive and have told them so. I don't understand. There is a court order. They are in contempt of court.

  Customer Answer

  Date: 11/14/2024

  That is a fully executed order from the court allowing me access to the specified amount. Divorce proceedings are moving forward. We are into an agreement and will have a divorce decree and separation agreement soon. I was told by the company I needed something from the judge. I spent $500 and hour for my **** to bring this order in front of a judge for this company to deny me access to my money once again. I am disabled and am in dire straits right now. Per Massachusetts law, I am able to take this money for attorney fees and bills. This annuity will be left to me only. It's in the agreement. We just need to sign and execute it. Meanwhile, I have above court order allowing me access to $140,000 and am being denied 

  Business Response

  Date: 11/14/2024

  Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
  
  Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information.  As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
  
  We will provide a written response to the consumer on or before 12/04/24. Thank you.
  

  Customer Answer

  Date: 11/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  That is a fully executed order from the court allowing me access to the specified amount. Divorce proceedings are moving forward. We are into an agreement and will have a divorce decree and separation agreement soon. I was told by the company I needed something from the judge. I spent $500 and hour for my **** to bring this order in front of a judge for this company to deny me access to my money once again. I am disabled and am in dire straits right now. Per Massachusetts law, I am able to take this money for attorney fees and bills. This annuity will be left to me only. It's in the agreement. We just need to sign and execute it. Meanwhile, I have above court order allowing me access to $140,000 and am being denied 
  
  Regards,
  
  ***** *******

  
  

• Initial Complaint

  Date:10/17/2024

  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.

  I first started dealing with this company back in 2012. I took out two policies one for me and my husband. I contacted them April 16, 2023 for my (deceased) husband policy due to his passing. They sent a check to bury him after we submitted his death certificate. Since then I have contacted them per my policy and they are telling me they don't have record of me being a policy holder with them. I have proof of receipts of All the monies I have submitted to them. I want back All the money I have paid to them towards my policy.

  Business Response

  Date: 10/18/2024

  Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
  
  Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information.  As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
  
  We will provide a written response to the consumer on or before 11/07/24. Thank you.

• Initial Complaint

  Date:09/22/2024

  Type:Product 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.

  Mother had three unknown Pre-need policies totaling $388. The original beneficiary, my Father, passed away in 2016. I Filed three beneficiary claims, sent the death certificates, and proof that the cremation was taken care of by a different insurance company. I have called the company numerous times and have been given the run around continually. On my last phone call, asking to speak to a manager, I was hung up on. This is a horible company, they offer end of life products but treat the clients like dirt. All I am asking for is that the three unused policy benefits of $388 be paid to the beneficiary

  Business Response

  Date: 09/23/2024

  Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
  
  Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information.  As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
  
  We will provide a written response to the consumer on or before 10/11/24.

  Thank you.

  Customer Answer

  Date: 09/23/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me, so long as the business doesnt stall and more endless requests for documentation that has already been supplied. 
  
  
  

  Regards,

  *** ********

• Initial Complaint

  Date:08/12/2024

  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.

  Global Atlantic was known as forethought insurance where you can pay so much monthly for funeral pre-arrangements. This policy was adopted on August 7, 2003. the main reason I took it out was to pick out my mother's casket and other items ahead of time, so I wouldn't need to do it when she passed away. My mom passed away in May of 2021 I had forgotten about this policy, and when my son reminded me, I tried and they wanted me to get papers showing that her funeral was paid off in full. I explained to them that I have other documents regarding the used funeral home. showing the cost, and their contact information, I texted, called, and emailed the company with no response. the funeral home is or do not have a building with staff. This young man was and I hope he continues to start up his own company. I have seen storefronts that are been used by people trying to start their mortuary . The address i found is ******************************************** ************ email *********************** Sincerely ***************************

  Business Response

  Date: 08/13/2024

  Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
  
  Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information.  As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
  
  We will provide a written response to the consumer on or before 08/30/24. Thank you.

• Initial Complaint

  Date:07/30/2024

  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.

  Its a funeral account that was paid off!! On July 22, 2024 I got an email stating they were gonna debit my account for $576.82.. I call Global same day I received the email, they told me they see account is paid off, they said not to worry nothing will be debit from my account.. next day (July 23, 2024) my was debit $576.82.. So I called global July 23 and completed about the debit They said it will be back in my account in 3 days , And nothing yet, I called today (July 30,2024) And global said it will be refund on August 7,2024.. am going through hardship.. this account was for my mothers Mortuary expenses that is paid off .. my mother has dementia and is Bedridden, I dont have the strength to keep dealing with them.. I just need my money as soon as possible.. Thank You So Much

  Business Response

  Date: 07/31/2024

  Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
  
  Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information.  As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
  
  We will provide a written response to the consumer on or before 08/20/24. Thank you.

• Initial Complaint

  Date:04/16/2024

  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.

  12-5-23, claim made for payment / distribution of funds to Beneficiary. payments issued 12-8, and *****, of 2023. checks as written could not be deposited to beneficiaries account. letter written 1-9-24 explaining the problem. No response, I called company 2 times and was told that letter is in review. 3-28-24 2nd letter written with additional request and instructions, no response. I've also had 3 letters dated 2-12, 3-11, & 4-8 asking if I have received the checks, but no other correspondence related to the letters I've sent. my 3rd phone call was 4-5, supposedly still in review. The left hand does not know what the right hand is doing at this company.

  Business Response

  Date: 04/18/2024

  Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
  
  Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information.  As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
  
  We will provide a written response to the consumer on or before May 7, 2024.

  Thank you.