ComplaintsforGerber Life Insurance Company

Life Insurance

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Initial Complaint
06/21/2024
Complaint Type:
Product Issues
Status:
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.
gerber said my policy was canceled by my deceased grandma mother whenever i tried to withdraw it. i would like for it to be fixed and the money that they owe me
Business response
06/27/2024
Your inquiry on behalf of ************************* has been received and reviewed. We appreciate the opportunity to address the consumers concerns presented to your office. A separate letter was sent to ****** with more details than can be provided here.

Our records show that we received a completed Surrender Request form on October 31, 2022, to cancel the policy. In accordance with the request, we completed the surrender of this policy as of November 3, 2022. We have confirmed that this check was cashed on November 14, 2022. In the letter sent directly to *************************, we enclosed a copy of the completed Surrender Request form as well as a copy of the cashed check both documents how as being signed by *************************.

If there are further questions or concerns, please direct your correspondence to the attention:

Gerber Life Insurance Company
Attn: Legal and Compliance
*************************************************
Initial Complaint
06/06/2024
Complaint Type:
Customer Service Issues
Status:
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.
I have tried to cancel my account with ********************** multiple times - they will not respond to my emails and when I call, they tell me that they will email me a form, but don't. I just want to cancel/close my account and take out the lump sum of whatever amount that I have paid into my account thus far.
Business response
06/13/2024
Your inquiry on behalf of ***************************** has been received and reviewed. We appreciate the opportunity to address our customers concerns presented to your office.
A separate letter has been sent directly to ***************************** providing the results of our research on their requests for cancellation. Based on the policy, we are unable to complete a verbal cancellation and do need the form completed and returned. This form has been provided via mail and via encrypted email. We also provided and additional form within our direct response letter. We can complete the request as soon as the proper documentation has been provided back.
We work hard to deliver the best possible customer service and appreciate ********************** patronage of our business as a valued customer.
If there are further questions or concerns, please direct your correspondence to the attention:
Gerber Life Insurance Company
Attn: Legal and Compliance
*************************************************
Initial Complaint
05/14/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Subject: Complaint Regarding Gerber Life Insurance Policy Address Change Dear Better Business Bureau,I am writing to file a formal complaint regarding an issue with my Gerber Life Insurance policy, under the name *********************************** *********************************** and *********************************** are listed as beneficiaries and are responsible for paying the premiums.The policy has historically been mailed to ******************************************, with premiums consistently paid on time. However, without our consent or request, the mailing address was changed to *********************************************Since the address change, there have been significant delays in receiving mailings related to the policy. Despite payment being made within the 30-day grace ******* the delays in receiving correspondence have caused unnecessary concern and inconvenience.Numerous attempts have been made to revert the address back to ******************************************, to no avail. This situation is particularly concerning as I am the policyholder and do not wish for this paperwork to be delivered to my residence at the new address.I urge your assistance in rectifying this matter promptly. It is crucial that the address is corrected to ensure timely and accurate communication regarding my Gerber Life Insurance policy.Thank you for your attention to this issue.Sincerely,********************************** ************
Business response
05/21/2024
Your inquiry on behalf of ****************************** has been received and reviewed. We appreciate the opportunity to address the consumers concerns presented to your office. A separate letter was sent to ****************************** with more details than can be provided here.

Our address verification process utilizes the United ************* Services National Change of Address system to validate addresses for our customers prior to mailing correspondence, including billing notices. Due to the address verification process, it will continue to update to the address showing at the USPS.Within the above referenced letter, we have provided options to address this.
We work hard to deliver the best possible customer service and appreciate *************** patronage of our business as a valued customer.

If there are further questions or concerns, please direct your correspondence to the attention:

Gerber Life Insurance Company
Attn: Legal and Compliance
*************************************************
Customer response
05/28/2024

Complaint: 21707143

I am rejecting this response because:
I have not received a letter/formal mailing so I am unable to take any further action. Can you upload your response to the BBB portal?

Sincerely,

******************************
Business response
06/18/2024
I apologize for you not receiving the initial response letter. We utilized the address listed in the BBB to provide. I am unable to post the letter within the BBB site as the information here is public and not secure. I have resent the letter to your attention, and it will go out today.
Customer response
06/18/2024

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
05/13/2024
Complaint Type:
Billing Issues
Status:
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.
The policy was canceled on2/12/2024 because I cant afford to pay the amount I called the company spoke with a customer service representative and mailed a letter.then I received a letter stating the company took out a loan in my name to pay the policy until June. Did not authorize this, canceled the policy.every time I called they keep giving me the runaround.how can they do this to people.
Business response
05/21/2024
Your inquiry on behalf of *********************** has been received and reviewed. We appreciate the opportunity to address the consumers concerns presented to your office. A separate letter was sent to *********************** with more details than can be provided here.

This policy contains an Automatic Premium Loan provision which is outlined on page 11. The provision states that We will automatically make a loan to cover a premium not paid by the last day of the 31-day grace *******

Our records reflect only receipt of a billing notice containing a note indicating that ***** was unable to afford the monthly premium which was received on March 26, 2024. A response letter was sent on April 5, 2024,asking for ***** to contact GLICs *************************** to discuss options regarding the policy. Within the separate letter referenced in the 1st paragraph, we have included a Surrender form to be completed and returned if the wish is to surrender the policy.
We work hard to deliver the best possible customer service and appreciate *********************** patronage of our business as a valued customer.

If there are further questions or concerns, please direct your correspondence to the attention:

Gerber Life Insurance Company
Attn: Legal and Compliance
*************************************************
Initial Complaint
05/07/2024
Complaint Type:
Delivery Issues
Status:
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.
No response from company after repeated attempts. Automated system set for a call back but I have waited over a week for a call back.
Business response
05/09/2024
Thank you for bringing your concerns and experience to our attention. It provides us with valuable feedback on how we can improve our customers experiences. We apologize for any frustration felt in the process.

We were able to contact you on 5/8/2024 and address your customer service concerns. During that conversation, we also emailed the requested forms to the policy owner, per your request.

We believe your inquiry has been resolved to your satisfaction and we appreciate you contacting us regarding this matter.
Initial Complaint
05/05/2024
Complaint Type:
Product Issues
Status:
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.
I have been paying monthly on a Gerber Grow up plan . It's advertised as a grow up plan that will be doubled at age 18 and can be used for college tuition. When in fact it's a scam. I would like a refund for the total I paid in 18 years
Business response
05/10/2024
Your inquiry on behalf of *********************** has been received and reviewed. We appreciate the opportunity to address the consumers concerns presented to your office. A separate letter was sent to *********************** with more details than can be provided here.

The policy purchased was the Grow-Up Policy, which provides whole life insurance coverage. Whole life insurance provides a death benefit and also accumulates cash value. The policy owner can receive the accumulated cash value if they surrender the policy or take a loan from the policy.

If there are further questions or concerns, please direct your correspondence to the attention:
Gerber Life Insurance Company
Attn: Legal and Compliance
*************************************************
Customer response
05/14/2024
I feel it's False advertising. The plan does not double at age 18. You cannot use the policy for tuition. The child must die to collect. They need to remove the " Grow up" advertising. Im.sure I'm not the only one to have been hoodwinked by their advertising. I would have loved a complete refund of what I've paid into. But, instead I can surrender and pay 10% of the cash value. ??? Terrible. I feel there is no recourse for me. Respectfully, Played by Gerber. Thank you for your time
Initial Complaint
04/26/2024
Complaint Type:
Product Issues
Status:
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.
My spouse and I have invested approximately $12,500 in Gerber Life Insurance's Grow Up Policy for our 6 children, for approximately 18 years. As we understood, and as highlighted on their Webpage, "If you ever decide to turn in your policy, you would receive the accumulated cash value that has been building over time, less any outstanding debt against the policy. Last year, we requested that all of our policies be cancelled and that Gerber provide instructions on how to "turn in" our oldest child's life insurance policy, who is now 20 years old. They have refused to cancel our polices, refused to provide the requested instructions, and refused to pay out the accumulated cash value. However, they have continued to send us "payment reminders" and at least 3 notices, stating that they have "automatically" renewed our policies, using our accumulated cash value, at an 8% interest rate. We would like our policies cancelled, we would like our "automatically renewed" payments reversed, we would like our accumulated cash value, and we would like them to stop sending us payment reminders and notices, on all of the polices, which we have requested multiple times to be cancelled.
Business response
05/07/2024
Your inquiry to the Better Business Bureau regarding the policies on your children has been received and reviewed. We appreciate this opportunity to address your concerns.

Upon review the policies referenced, we do not show that you are listed as the owner of the policies. To surrender the policies, the request must be submitted by the owner of the policies. We have searched by the phone numbers and email addresses on file, as well as the contact information you provided to the Better Business Bureau but do not show record of the policy owner requesting to surrender the policies.

We are sending the required Surrender Request forms to the owner's attention. Once we receive the completed forms along with the required identification, we will expedite the request and the policies will be surrendered.

We work hard to deliver the best possible customer service.If there are further questions or concerns, please direct your correspondence to the attention:

Gerber Life Insurance Company
Attn: Legal and Compliance
*************************************************
Initial Complaint
04/22/2024
Complaint Type:
Order Issues
Status:
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.
I have made several attempts to cancel my policy with Gerber Life insurance. Since last year around August I requested for my policy to be canceled and sent all supporting documents to them via email. A couple of months later I received a letter via **** that they took funds from my policy to pay for the premium. I am tired of sending supporting documents which are very sensitive information to Gerber life via email, via **** and they continue to take funds without my permission and not cancel the policy. They continue making me jump through hoops saying they didn't get the right documents or something else was missing but never have they ever contacted me to tell me this. The only reason why I know they didn't get the forms (which now I believe they are lying) is because I call them myself. I want this policy canceled and the cash funds that I accumulated over the years to be returned to me. I never gave gerber life insurance permission to use my funds. I want the funds back but they continue not to send it. Please help!
Business response
05/01/2024
Your inquiry on behalf of ************************* has been received and reviewed. We appreciate the opportunity to address our consumers concerns presented to your office. A separate letter was sent to ************************* with more details than can be provided here.

The referenced policy contains an Automatic Loan Provision on page 10 of the policy. When payments are not received, an automatic premium loan is completed to keep the policy coverage in place.

On September 25, 2023, our records reflect a call from you to a **************** associate regarding the surrender of the policy. We provided the required forms on September 25, 2023, via email, March 19, 2024, via ***** and again on March 22,2024, via email. We received a completed surrender form on April 25, 2024, via email. We have completed that request as of April 26, 2024.

We work hard to deliver the best possible customer service, if there are further questions or concerns,please direct your correspondence to the attention:

Gerber Life Insurance Company
Attn: Legal and Compliance
*************************************************
Initial Complaint
04/05/2024
Complaint Type:
Order Issues
Status:
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.
My mom passed away November 2012. She had two life insurance policies, one being with Gerber Life Insurance. Policy# ******** My brother and I were the beneficiaries. A family member took over the funeral arrangements, I did sign the claim form to release the insurance benefits to the funeral home. Fast forward to this year January 2024, I discovered fraud had taken place with the family member who made her arrangements. I called Gerber on or about January 21, 2024 to get information on what her policy covered for her funeral. I was informed her policy wasnt released to a funeral home, that they only paid out the beneficiaries. At that time I was shocked as I never received a beneficiary check from Gerber, I thought this policy covered her services.I informed the representative that I had no knowledge of this as I thought they covered her services. I requested additional information from Gerber and was sent out a letter stating that a beneficiary check was sent out. It shows my name and my family members address. I then requested a copy of the claim form and upon receiving it, the form clearly states my name, address (for 17 yrs) phone number in the section which is designated for the beneficiary to sign. It clearly shows my handwriting which differs from the hand writing on the rest of the form. Looking at the form it clearly shows a discrepancy as the other information on the form shows my name with my family members address and phone number. Whoever processed that claim form should have noticed this discrepancy in the information provided for the beneficiary versus where the beneficiary check was being sent. I understand this was almost 12 yrs ago but it was just brought to my attention January 2024. I was told its nothing they can do because the check was sent in my name and they no longer have the cancelled check to see where it was cashed/deposited because they dont keep records past 7 yrs. This was clearly fraud and there should be a way to investigate.
Business response
04/12/2024
Your inquiry on behalf of ***************************** has been received and reviewed. We appreciate the opportunity to address the consumers concerns presented to your office. A separate letter was sent to ***************************** with more details than can be provided here.

On November 16,2006, we received a beneficiary change designation form. This is the last beneficiary form received by Gerber Life. On this form, the address provided for the beneficiaries was ********************************. Upon completion of the claim on November 29,2012, the claim benefits were sent to the named beneficiaries on this policy. Since we did not receive any funeral home assignments on this claim, the benefits were only paid to the named beneficiaries and not paid for any funeral expenses.

With the claim payment processed on November 29, 2012, our financial institution no longer has a copy of this cashed check. Our bank retains records for cashed checks for only a seven (7) year period, which ensures compliance with regulations.

In your inquiry, it states that you discovered fraud had taken place with a family member. You can pursue those allegations with the proper authorities in your jurisdiction.

If there are further questions or concerns, please direct your correspondence to the attention:

Gerber Life Insurance Company
Attn: Legal and Compliance
*************************************************
Customer response
04/17/2024

Complaint: 21534317

I am rejecting this response because: Your response stated a change of beneficiary form was submitted November 16, 2006.. 2006?? Its not mentioned who submitted the change of beneficiary form. My mother would have not changed my address on the beneficiary form as I never resided at ******************************* So is Gerber stating she left me as a beneficiary but changed my address on the form? Please send me a copy of this form.
Also as stated, my name and address was clearly written on the claim form in my handwriting which differs from the handwriting in the majority sections of the form. Therefore, I should have been contacted if there was any discrepancy. Someone at Gerber Life Insurance failed to pay attention and observe this. It is because of things like this fraudulent activity continues to take place, no one is being held accountable. Since Gerber is not able to further investigate this matter I hope the representatives are trained better in processing these forms so no one else is subjected to fraud.

Sincerely,

*****************************
Business response
05/06/2024
We have previously provided ***************************** a detailed response addressing the concerns raised. We are unable to provide the documents being requested, due to privacy procedures. We are not showing a record of the authorization necessary to release policy documentation to ***************************.
Customer response
05/06/2024

Complaint: 21534317

I am rejecting this response because: I have not received a detailed response. I asked that Gerber Life send me a copy of the beneficiary designation change form and have not received it. Now Gerber response is "We are not showing a record of the authorization necessary to release policy documentation to ***************************." How is that I am not able to receive a copy of a form which names myself as one of the beneficiaries, but Gerber Life allowed someone (*********************************) other than myself or my brother who was the other named beneficiary to call in and try to have a claim processed only to then a receive beneficiary change form to this individual's address and not contact the beneficiaries at the phone number provided on the initial application after someone else tried to call in the claim. This should have been a red flag. Where was the authorization for the processing of this change?
If there is nothing further Gerber can assist me with in getting a copy of the beneficiary change form, I hope Gerber Life Insurance will do better in verifying any information in regard to a beneficiary. Simply confirm any change request by using the contact information on the initial application to verify any changes someone is trying to make once the policy holder passes away. As I previously stated, my telephone number and address has not changed. A simple call to verify the requested change after someone else called in could have prevented the issue at hand. Do better Gerber Life Insurance.

Sincerely,

*****************************
Initial Complaint
03/28/2024
Complaint Type:
Delivery Issues
Status:
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.
Continously have to follow up to receive my payment and then get a bot email stating they haven't received my paperwork when I received another email stating I did. Gerber is procrastinating sending the payment.
Business response
04/03/2024
Your inquiry on behalf of ************************* has been received and reviewed. We appreciate the opportunity to address our customers concerns presented to your office. A separate letter was sent to ************************* with more details than can be provided here.
A review of the file shows we received the Surrender Request forms, via email,for the policies on March 08, 2024. Since the forms received in the e-mail did not contain the required identifying information (senders name, policy number, address, insureds complete name, insureds date of birth, and contents of the attachment) we were prevented from opening them, due to security reasons. A reply email from ************************************ was sent on the same day informing that identifying information was needed to open the attachments.

On March 11, 2024, we received a second email with only the Surrender Request forms attached. Our *************************** replied asking you for the required identifying information. We did receive a reply providing the required identifying information. We were then able to respond informing you that the Surrender Request was received and would be processed. The policies have been surrendered and the cash value was processed on March 29, 2024.

We work hard to deliver the best possible customer service and appreciate Mr. ********* patronage of our business as a valued customer. If there are further questions or concerns, please direct your correspondence to the attention:

Gerber Life Insurance Company
Attn: Legal and Compliance
*************************************************

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