ComplaintsforGerber Life Insurance Company
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I did a surrender on an insurance policy. First I did a name & address change since I had gotten married and moved. That was back in May 2024. I called in June and was told a check was mailed to me on 6/7. I never received the check because after verifying my address with them over the phone, they (Gerber) made an error and entered my new street address wit my old city, state, and zip code. Since that date I have been told 7 different reasons why I havent received my check, and each of them stems back to an internal error with Gerber. They have made me complete affidavits and even attempted to say they will make exemptions, still trying to place the blame on me for their error.I called and spoke to ***, a supervisor, who told me I would have my check the first week in July. No check was received. I called back 6 more times and on last week I was transferred to a ********, another supervisor, that I spoke with for 2 hours and 23 minutes. who told me that they would overnight my check after she told a number of misleading statements from where the check was coming from, the process of getting my check sent overnight, to how easy it was to get their bank to courier over the check, and she said she would make sure this was done and clearly that was yet another mistrust from a Gerber Rep.I called on 7/31 and was given a tracking number stating my check was being overnighted via ***** Priority overnight. I checked with ***** on 8/1 and they only created a label and no package was ever presented to fed ex for pickup.The issue is Gerber has intentionally decided that they will not honor their own policy of surrendering insurance policies. I spoke with over 18 agents in a 2 month span and not 1 person would assist me, the client & customer. They continued to make up reasons to cover the fact that they made an error. It has been well beyond 2 months since I started this. Also, every agent told me I could not speak with any executive at the Fremont ****************Initial Complaint
07/17/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
My grandmother had taken out an insurance policy on me with Gerber when I was a child. I called in to see if this policy was still active after she had passed away. I was told on January 25th, 2024 that all I needed to do was fill out a form and mail it back to Gerber and that $370 or so would be mailed to me via paper check once they receive everything. I mailed the paperwork and required documents the following day. I emailed Gerber on March 6th and cashed them several times following. My sister had done the same And she received her check back from Gerber. I still have yet to receive a response or the check.Business response
07/25/2024
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 has been sent directly to ************ providing the results of our research on the requests for cancellation.
Due to the type of policy, a written request for surrender of the policy is required along with proof of signature or notarized document.We do not show a record of receiving this as of yet from ************. We have provided the form in our direct response. Once the form has been received, we can complete the request.
We work hard to deliver the best possible customer service and appreciate Ms. ***** 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
07/30/2024
Complaint: 22001309
I am rejecting this response because:I filled this form out already, and sent this to Gerber as previously instructed. I do not trust that they will review their mail and would like to have a live person to directly email a docusigned copy of this form to. I will send directly from my work/business email with focusing so that I can keep track of proof that it was delivered and proof that it was opened by a human being. I feel concerned now that I know that I provided personal information on a form and no one at their company can locate this.
Sincerely,
Chalet ****Business response
08/05/2024
Thank you for the follow up on the concerns raised. A direct letter was sent to Chalet **** that also contained a Surrender Request Form.
Our records do not show receiving a completed Surrender Form that was personally signed by the policy holder. This is needed for us to be able to process the request.The personally signed form can be provided back via:
Mail:in the self-addressed postage-paid envelope enclosed in the direct letter
Email:************************************ (include the entire policy number, policy holders first name, and insureds first name in the email)
Fax: ************
If there are further questions or concerns, please direct your correspondence to the attention:
Gerber Life Insurance Company
Attn: Legal and Compliance
*************************************************Initial Complaint
07/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Gerber life insurance took a lone out for my sons payments but never had permission to do so also took my payment on top of making a loan to my life insurance that was already paid.Business response
07/17/2024
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.
In the direct response provided to ************, we provided a copy of the policy being referenced, showing where within the policy it covers premium loan payments. We also provided a Premium History and Loan History for her review.
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
06/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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 meBusiness 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
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
05/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
see attachmentBusiness response
05/23/2024
The notification states to see the attachment for details concerning the complaint but there was not an attachment included with the file. Please provide the attachment referenced.Business response
06/03/2024
Please see message sent to the BBB on 5/23/24. In review of the complaint notification details of the complaint state: See attachment. However, there was not attachment provided in the additional documents to review and nothing to advise what the customers concerns were raised with your office. Please provide the details of what the customer's concerns were that was raised with the BBB and we can review the matter further.Initial Complaint
05/14/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
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 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
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
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 yearsBusiness 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
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
103 total complaints in the last 3 years.
43 complaints closed in the last 12 months.