ComplaintsforGerber Life Insurance Company

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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
  *************************************************

• Initial Complaint

  03/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This is the most confusing company ever. Each person I talked to tells me something different literally. I canceled my policies with this company awaiting on my cash value only for them to tell me different things. I was told to send in notary with a copy of Driver's license and I did that. So they come sending me a letter in the mail saying that they couldn't accept my notary because the dates don't match which was never mentioned to me beforehand. So when I talk to someone else about it she told me I had another option where I can just send a copy of my driver's license. I ALREADY DID WHEN I SENT IN MY NOTARY! They are giving me the run around about my cash value now. They are a scam and I just need them to be honest,every person I talk to tells me something different. They already have a copy of my license and still won't release the funds.

  Business response

  04/01/2024

  Your inquiry on behalf of ************************* has been received and reviewed.  We appreciate the opportunity to address our customers concerns presented to your office. A letter of explanation was sent directly to ************************* with more details on the policies than can be provided here. This response is being posted under BBB Case numbers ******** and 21485208.

  On June 21, 2017, applications to insure A ****, **********, and ****** were completed via telephone. The applications were approved,and policies were issued. Policy numbers ending in 6880 and 6881 along with Da Vons policy were set up for monthly automatic premium payment withdrawals from your bank account on the 22nd of each month in the amount of $29.34 for the 3 policies.
  
  On December 1, 2021, you contacted us about surrendering ******* policy because he had turned 21 years old. During that call you completed applications for additional coverage for A **** and **********.The applications were approved and policies ending in 9129 and 9142 were issued. These policies were set up for monthly automatic premium payment withdrawals from your bank account on the 1st of each month in the amount of $26.72 for the two policies.
  
  On March 13, 2023, you contacted us regarding the monthly payments for your policies. The agent informed you that you had 2 policies each for A **** and **********. You informed the agent that you only wanted 1 policy for each child and cancellation forms were emailed to you. The agent also removed the payment information from the policies so that you would not continue to be charged during the cancellation process. The cancellation forms were never returned, and no further payments were made so the policies lapsed.
  
  On January 24, 2024, you contacted us concerning the automatic premium payment withdrawal for policies 6880 and 6881 as well as Da Vons policy.  You requested to cancel these policies and Surrender Request forms were sent to you to cancel policies 6880 and 6881, as well as for the inactive policies 9129 and 9142.  ****** had become the owner of his policy. A Surrender Request form has been sent to him at the address on file, for him to complete should he choose to cancel his coverage. 
  
  We received the notarized surrender request forms for 6880 and 6881 on February 15, 2024. The forms were signed by you on February 5,2024, and then notarized on February 6, 2024, this could not be accepted. A Notary must ensure that the form is signed by the appropriate person in their presence which is why the date the Notary signs and the date you sign would match.
  
  We received the completed cancellation forms for inactive policies 9129 and 9142 on February 27, 2024. These policies had lapsed as of April 1, 2023, without cash value; therefore, no refunds were due.
  
  Your identification on file has been used for signature verification and we have honored your request to surrender the other two policies.Checks representing the cash value for policies 6880 and 6881 were sent on March 25, 2024.
  
  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

  03/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  gerber life insurance has unethically purchased or obtained my personal information and is now using it for unauthorized solicitations and NO opt-out method is available! i never asked for this company to contact me and they have no business bothering me. i can not find any way to contact this business to have my personal data removed from its marketing system.

  Business response

  03/27/2024

  This correspondence is confirming Gerber Life Insurance Company has completed your Information Deletion Request, which was submitted on March 22, 2024, via the Better Business Bureau. In response to your request, we have deleted your mailing address, your email address and phone number as provided in this complaint. We have also forwarded your request to our service providers and have directed them to delete your personal information as well.

  Please note that our mailing campaigns are completed over the course of several months and it may be possible that your name and/or address was already in an upcoming mailing.

  If you have any questions or need additional assistance, please contact us at **************. A customer service representative will be happy to assist you. 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Feb 2.2024.I called about another policy.Was quoted a price and gave them my banking information.On Feb 5,2024 I called back and cancelled it and was told I wouldn't be charged since it was schedule to be taken out on the 26.So they had plenty of time to stop payment.Matter of fact they had 21 days to stop the payment and they didn't.They took it out and I sent them proof of the emails and the bank statement.Well the statement wasn't good enough for them to give me my money back.They wanted me to go back to the bank and show them how much money I had in there and how much was left after they took it out...WHY??? The amount of money in my account had nothing to do with them taken it out.The proof that they took it out should of been good enough..This was there fault not mine and I shouldn't have had to do all this to begin with..If they did there job and look into my account they would have known....

  Business response

  03/12/2024

  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 February 5, 2024, you contacted us to cancel your policy, since the cancellation was not processed until February 23, 2024, your account was billed on February 22, 2024. The premium payment was over our threshold for an automatic premium refund; therefore, we are required to wait 23 days for the premium to clear your bank account. To process a refund more quickly, you were provided the option to send in a bank statement showing the balance before the transaction, the transaction, and the balance after the transaction. This information was requested from you to show that the premium was deducted from your account and not rejected by the banking institution.
  
  As of March 11, we have refunded the premium by check, sent to your address on file.  You should receive the check in the next 7-10 business days. The policy has been cancelled and no further premium payments will be processed for this policy from your account.
  
  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

  03/19/2024

  I did receive a check in the mail yesterday after you guys notified them.Thank you very much for helping me.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i receive unsolicited life insurance offers. i have written and called to gerber life to request the offers stop to no avail. the mail has continued to come every few months for over two years and i am very upset about being ignored.

  Business response

  02/23/2024

  Your inquiry on behalf of ******************************* has been received and reviewed.  We appreciate the opportunity to address the consumers concerns presented to your office. Out of respect for ****************** wishes to not receive mail from us, we did not send a direct response.  
  
  Thank you for providing us with a copy of what was received. It assisted in identifying the correct name/address. Gerber Life Insurance takes these matters seriously and has taken corrective measures to prevent you from receiving future mailings from us.We have verified that you are on our internal Do Not Mail list as of February 22, 2024 and your information has been removed from our marketing database. Gerber Life Insurance does not want anyone to receive our mailings that do not want them or are not interested in our products.

  Please note that our mailing campaigns are completed over the course of a number of months and it may be possible that your name and/or address was already in an upcoming mailing.

  
  If there are further questions or concerns, please direct your correspondence to the attention:
  
  Gerber Life Insurance Company
  Attn: Legal and Compliance
  *************************************************

  Business response

  03/05/2024

  I apologize for Gerber Life Insurance Company's response not showing. I posted our response as of February 23, 2024, but it must not have uploaded to the system. 

  Your inquiry on behalf of ******************************* has been received and reviewed.  We appreciate the opportunity to address the consumers concerns presented to your office. Out of respect for ****************** wish to not receive mail from us, we did not send a direct response via mail. 
  
  Thank you for providing us with a copy of what was received. It assisted in identifying the correct name/address to add to our Do Not Mail list. Gerber Life Insurance takes these matters seriously and has taken corrective measures to prevent you from receiving future mailings from us. We have verified that you are on our internal Do Not Mail list as of February 22,2024, and your information has been removed from our marketing database. Gerber Life Insurance does not want anyone to receive our mailings that do not want them or are not interested in our products.

  
  Please note that our mailing campaigns are completed over the course of a number of months, and it may be possible that your name and/or address was already in an upcoming mailing.
  

  If there are further questions or concerns, please direct your correspondence to the attention:
  
  Gerber Life Insurance Company
  Attn: Legal and Compliance
  *************************************************

  Customer response

  03/06/2024

   
  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

  02/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Lack of communication cause me to cancel my policy and thier not willing to work with the client

  Business response

  02/16/2024

  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.
  
  When the premium payment wasnt received for the November 19, 2022, premium, the cash value of the policy was used to purchase Extended Term Insurance (***) per the policy provisions. The Extended Term Insurance provides face value coverage until the expiration date of July 15, ****, with no further premiums needed.  
  
  In recent conversations, we have provided what is needed if the desire is to reinstate the policy, surrender the policy or to continue the policy with the *** coverage. Copies of all prior correspondence as well as the premium history for the policy has been provided in the response letter mentioned above. 
  
  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

  01/31/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Gerber Life insurance was supposed to send a check to me and I haven't received a check from them yet

  Business response

  02/06/2024

  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 completed Surrender Request form was received on January 17, ****, was approved on January 19, ****, and then completed on January 20, ****.  Documentation of completion was sent to the following address:  *****************************************************************.
  
  During the February 5, **** conversation, with our customer service representative, it was documented that you had advised that the check had not been received. Our representative stated that they would be following up with February 7, ****, to see if the check had been received. We want to ensure that the check had not been just delayed prior taking the steps needed for a reissuance of the check.
  
  If there are further questions or concerns, please direct your correspondence to the attention:
  
  Gerber Life Insurance Company
  Attn: Legal and Compliance
  *************************************************

*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. ↩