ComplaintsforGlobe Life and Accident Insurance Company

• Initial Complaint

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 7, 2024, account number 005E22652, I *********************, with my son, ********************* contacted Globe Life Insurance trying to receive viable information on the cash value of the policy because my son, who pays the policy, is comfortable now in his life to feel any of my obligations in my passing. Globe Life has given my son and myself a complete run around throughout the process. We have sent in writing from the website ********************************************************************** twice requesting this information. We spoke to an agent by the name of ******* who was very nonprofessional and condescending at times. First, ******* felt it was none of our business to know her title or position with Globe Life. ******* at one point attempted to isolate me from my son because she stated my son does not have power of attorney even though, ******* also stated that an attachment should have been sent with the request from the website but the website does not have any way to send an attachment. I gave Globe Life permission to talk to my son directly while I was on the phone. ******* wanted another number instead of the number on file to contact me without my son present. Once again, my son pays the policy and understands finance better than I do. ******* never offered my son an explanation on why, on the 11 years the policy was paid that only $357 was the accrued value if I decided to take the cash value. A supervisor was suppose to call within 24 hours and we never received that phone call. Second, we requested the policy so we can read through the policy ourselves and of course that has not been mailed. We were never given options on the policy, for example changing the policy from step term life to whole life, or transferring the policy completely as one of the options of the website referenced. We would want in writing from Globe Life the actual cash value of the policy if one exists, the policy in writing, and options to move the policy if that is feasible.

  

  Business response

  05/29/2024

  Good afternoon Jada,
  
   
  
  Unfortunately, when Liberty National Life Insurance Company (NAIC *****) or Globe Life and Accident Insurance Company (NAIC *****) receives a BBB complaint, we are unable to determine which company it belongs to until we research the complaint/policy further, and usually the complainant does not specify/clarify the company name.
  
   
  
  Our accounts are set up correctly, but regrettably, Liberty National Life Insurance Company (NAIC *****) or Globe Life and Accident Insurance Company (NAIC *****) will need to confirm which entity it belongs to, and therefore, you will receive further reclassifications. 
  
   
  
  We truly apologize for the inconvenience and confusion this has caused the BBB.
  
   
  
  Thank you,
  
   
  
  ********************************************************************************************************************
  
  *********************
  
  Paralegal, Legal 

  

  Business response

  06/04/2024

  In order to fully respond to your inquiry, it was necessary to request a copy of the policy from ***************** which has not yet been received. Therefore, Globe Life respectfully requests an extension of time to respond. An extension to Tuesday, June 11, 2024, should be sufficient.

  Customer response

  06/04/2024

  I have reviewed the business response and accept the extension date for a response but not a resolution. 

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a life insurance policy with an added accidental death benefit policy 00-48d3266 .My son died in a car accident and he suffered multiple bone injury's

  

  Business response

  05/13/2024

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

  250 American Way Unit 243

  Oxon Hill, MD 20745

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

  Complaint ID: ********

  Dear ***********************:

  This is in response to your recent BBB complaint. Please accept my condolences for your loss.

  As you are aware, death benefits for the whole life policy ending in 3266 were paid out in full on September 14, 2022. Please note that this claim is not eligible for Total And Permanent Accident Benefit Rider benefits, as death is not a loss covered under said Rider. I have attached a copy of the Rider for your review. Please see the list of covered losses under Accident Benefit on Page 1. Additionally, please see the first sentence under Exclusions, Page 2.

  We regret that we are unable to be of further assistance with this claim. If you have additional questions regarding this matter, feel free to contact me directly at ***********************************.

  Sincerely,

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

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Policy Number: 006W43226 October, 2023 - I surrendered my Globe Life Insurance policy - The representative said I would be receiving a check for $1,447.59 - I have not received the check after almost 7 months - I've made numerous phone calls and each representative said we will be mailing the check. The average time to get a representative on the phone is 30+ min. On 04/09/24 I tried leaving an email to: *************************************************** and received a reply "There was a temporary problem delivering your message" I had this policy for many years and very disappointed in the customer service we are receiving. Please inform the public - do not use Globe Life. My concern is not only not receiving my check as they committed to, but what if I past away my family wouldn't have received funds for my burial expenses. I requested they use an express service, so we would have a tracking number- they said they would make the request- when I followed up - they said no we didn't use express service but we mailed check - they even gave me a check number- after almost 7 months still not check. I followed up days later to make sure they mailed the check - they always said they did. They said you will be receiving the check ***** days from my phone call and if I didn't receive I had to wait 30 days before they could issue another check - they said the post office returned to them one check for the incorrect address. Here is some (not all) of the dates I called and some of the representatives I've spoken to (I'm sure the spelling is not correct) 10/2023, 11/01/23, 12/05/23, 12/22/23, 01/19/24, 01/29, 02/08, 03/19. 03/27, 04/02, 04/11, *******, *******, ********, *******, ********, ******, ****, Perceilla. Please don't trust Globe Life. Alot of complaints against this company - find a reliable company. If they didn't pay me, they may not pay you or your family. Thank God I cancelled when I did and that I didn't depend on Globe Life my Insurance needs. Thank you.

  

  Business response

  05/13/2024

  Dear ************************,
  
  Thank you for your correspondence with Globe Life via the Better Business Bureau. Your correspondence has been forwarded to me for response. We regret any inconvenience the surrender process for policy 006W43226 may have caused.
  
  Policy 006W43226 was issued October 3, 2014, on the life of ********************************* with a face value of $20,000.00 and an Accidental Death Benefit Rider in the amount of $150,000.00.
  
  Three surrender checks have been issued and mailed for policy 006W43226. The first check was issued November 1,2023. The second was issued January 29, 2024, both of these checks have been stopped. The most recent check was issued April 3, *****.
  
  Please confirm if the most recent check has been received to my direct attention so I can provide any additional assistance needed to complete this process.
  
  Again, we regret any inconvenience you may have experienced. Please contact me directly in writing by fax, mail or email at ************************************** if I can be of any further assistance in this matter.
  
  Respectfully,
  *********************************

  Assistant General Counsel
  d: ************
  f. ************
  **************************************

  Customer response

  05/14/2024

  I have not received the check - I left an email message to emsturdivant as instructed to do so in the response from Globe Life - I requested that they ***** me the check so we would have a tracking number.  Thank you so much   

  Customer response

  05/16/2024

  I am rejecting this response because:   

  I have not received the check - I left an email message to emsturdivant as instructed to do so in the response from Globe Life - I requested that they ***** me the check so we would have a tracking number.  Thank you so much   

  

  Business response

  05/31/2024

  ************************,

  The tracking for the ***** shipment containing the reissued surrender check on policy 006W43226 shows it was delivered Friday May 24, 2024.

  If I can be of further assistance regarding this matter please contact me directly.

  Sincerely,

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

  Customer response

  06/06/2024

  I have reviewed the business response and accept this resolution.  I did receive the check  - thank you so much for your help.

• Initial Complaint

  04/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Since 2013 I have been paying average $54/month for term life insurance to Globe Life. In January 2024 price went up to $74/month so on February 9th I cancelled policy and they said they would issue a refund for the difference from February 9th to March 1 that I paid. I waited 30 days, called them to request a stop payment on surrendered check which I never received. They said they would reissue another one. I waited another 30 days and never received the check. I called on April 12th to be told it had been cashed back in February. That I needed to send an email to do anything further. Which I did, twice, but have not received any response. I would think they could at least find out where the check possibly could have been cashed or some information but nothing. At least prove that they even issued a check at all.

  

  Business response

  05/02/2024

  Policy #***D64416, insuring the life of ************************, is a term life policy issued effective February 1, 2013 in the amount of $20,000.00. ************** paid $54.24 per month from February 1, 2019 to February 1, 2024 when the monthly premium increased to $74.74, pursuant to policy provisions. The dates and amounts of each premium increase can be found under the Benefit and Premium Schedule on Page 2 of ************** policy.
  
  According to our records, ************* requested cancellation of the policy via telephone on February 9, 2024. Because it had cash value at the time, the policy was surrendered. A check (#*******)in the amount of $3.64, representing the full cash surrender value of the policy, was issued to ***************** ***** on February 11, 2024, and mailed to the address of record: *******************************************************, which is also the address on the complaint. The check was cashed March 5, 2024. A copy of the cashed check is enclosed.
  
  I trust this information is responsive to your inquiry.

  Customer response

  05/02/2024

  I am rejecting this response because:   This complaint is NOT in regard to the cash value of the surrendered policy but rather the amount I paid for February 10 to February 29... policy was paid ($74.74) February 1st and then surrendered February 9th.  I was told that I would receive a check for the amount I paid from Feb 10 to Feb 29, 2024 since I was no longer insured after the 9th.  Thank you for your time and consideration in this matter.

  

  Business response

  05/07/2024

  The cash value that was paid to ************** on February 11,2024 was calculated to the March 1, 2024 paid-to date. If the premium that paid the policy from February 11, 2024 to March 1, 2024 was refunded, there would have been no cash value for which to surrender the policy.

  Customer response

  05/07/2024

  I have reviewed the business response and accept this resolution. I don't agree with the results but nothing I can do about it. 

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been bombarded by mailings from this company. I have never requested anything from this company nor will I ever do business with them. So far they have sent me mailings under four different names; ****************************************, *******************, and *********************. I called on 7-31-2023, 10-16-2023 and 2-19-2024 to request that my address be taken off their mailing list. I would just like all mailings from this company to stop. Thank you.

  

  Business response

  05/07/2024

  For your reference, I am enclosing a copy of the response that was sent to ********************* today via email, which I believe is self-explanatory.
  
  I trust this information is responsive to your inquiry.

  Customer response

  05/07/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have owned a Whole Life insurance policy with Globe Life And Accident Insurance Company since April 10, 2012. The policy is referred to as "Group Juvenile Whole Life". As of December 2023, I purchased a home and have since changed my address online with Globe Life's online customer service portal. In March 2024, I reached out to customer service for an explanation as to if my son was still insured because the policy states it's for a juvenile and my son is now an adult. The service representative explained that it is also known as a "whole life" policy which means that it is for the duration of his life and the juvenile term is simply when I purchased the policy. During our conversation, I asked if the policy had accumulated cash value that I could borrow against. She said that the policy currently has a $655.00 cash value into which I could borrow with a %6 interest rate. I proceeded to answer questions and agree to the loan. On March 28, 2024, I received a voice mail from a woman named *** whom explained that for security reasons (due to a recent address change), I needed to request my loan in writing. When I called back, another representative saw the notes and agreed that I could write an email with my request and this would be honored. On March 29 2024, I received an email from customer service with another request. I have spoken to several people with several requirements and have met them, but have yet to receive confirmation of the funds being released. I have called customer service several times in the past weeks and have been told different things over the phone or hung up on. I was even given a false supervisor email to use for help. In conclusion, I have been a victim of identity theft and understand as well as appreciate the security measures, but to not receive a response and be hung up on and ignored is poor business practices. I have submitted lots of proof that it is actual me who is requesting the loan and yet I'm not getting a proper response.

  

  Business response

  05/02/2024

  On March 20, 2024, *************************** requested a loan against policy #***F81398 insuring the life of *********************************** via telephone. The loan was processed on March 27, 2024. However, the check was held during auditing due to an address change that was made on January 14, 2024. Per procedure, if a loan is requested within 90-days of an address change, the request must be submitted in writing.
  
  On March 28, 2024, ************** was advised via telephone that a written request for the loan was required due to the address change. Globe Life did receive emails from ************** requesting the loan; however, email is not a sufficient form of a written request. We apologize if ************** was led to believe otherwise.
  
  The signed loan request was received on April 29, 2023 (copy enclosed) and the check was sent to ************** on April 30, 2024 via ****** A copy of the check and ***** tracking information is enclosed. Per the ***** website, the check was delivered to ************** on May 1,2024 at 1:20 p.m.
  
  A copy of Globe Lifes check #******* in the amount of $618.66, representing the maximum loan amount available for this policy, is enclosed for your reference.
  
  I trust this information is fully responsive to your inquiry.

   

  Customer response

  05/02/2024

  Thank you for accepting your letter in return via EMAIL with my signature as written request for my loan. I am in receipt of the attached check however, the information on the letter provided with the check was unclear. Per your letter, I understand the terms of the loan however, please provide clarity as to "Whom" to send the repayment to (who to make the check/money order out to exactly) and the address (where to mail the check/money order to). Please feel free to respond here or by my email or phone number associated with my account. Also, my address has been changed since January 2024. I am not sure how long the postal carrier will forward my mail. As you can see from the attachments on April 17, 2024, Globe is continuing to use my old address. If you would be so kind as to use the address that the check was mailed to, it would be greatly appreciated.   

  Thank You

  Customer response

  05/03/2024

  I am rejecting this response because:   Thank you for accepting your letter in return via EMAIL with my signature as written request for my loan. I am in receipt of the attached check however, the information on the letter provided with the check was unclear. Per your letter, I understand the terms of the loan however, please provide clarity as to "Whom" to send the repayment to (who to make the check/money order out to exactly) and the address (where to mail the check/money order to). Please feel free to respond here or by my email or phone number associated with my account. Also, my address has been changed since January 2024. I am not sure how long the postal carrier will forward my mail. As you can see from the attachments on April 17, 2024, Globe is continuing to use my old address. If you would be so kind as to use the address that the check was mailed to, it would be greatly appreciated.   
  Thank You

  

  Business response

  05/15/2024

  The address for policy #***F81398 was changed to ****************************************** at the time the loan check was issued.
  
  Loan and/or interest payments can be sent to:
  
  Attn: Loan Repayment
  PO Box 268844
  *************. OK 73126
  
  I trust this information is responsive to your inquiry.

  Customer response

  05/15/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Policy 0038J1005.Globe Life denied my life insurance claim for my father. After mediation through attorneys I was rejected yet again. At this point I am no longer represented by an attorney and have settled for the denial. I would like Globe Life to refund all of the premiums I paid into the policy.

  

  Business response

  04/25/2024

  Dear ****************,

  Thank you for your BBB complaint.  Your correspondence has been forwarded to me for a response.  Please accept my condolences for the loss of your father.  

  We are in the process of reissuing the premium refund which was previously mailed to your attorney.  The new check will be sent to you under separate cover.

  Respectfully,

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

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

• Initial Complaint

  04/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I been paying life insurance for 20 yrs ***** a month.I wondered why they weren't taking money out of account .Called them they said policy lapsed because I turned 80.They didn't even give me notice or anything that it was going to lapse.All the years I been paying and i have nothing now.I think they should of contacted me know so maybe did I had other options.I contacted them again and they said 10 days ago they would contact and never did. I think I should get something out of it after paying 20 years and having nothing now.

  

  Business response

  04/22/2024

  Attached is a copy of Globe Life's April 18, 2024 response to *************************, which I believe is self-explanatory. 

  I trust this information is fully responsive to your inquiry.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is a joke. Called 3 times to remove **, from their platform and mailing list. Called today march18th 2025 @3.45 pm. Talked to supervisor ********* id #****. Was told three times on each call that it would take eight weeks and then on another call 12 weeks to simply remove somebody from your mailing list and to stop harassing with Mail to buy insurance from you and which I have no desire to ever purchase from you. if my name is not removed, I will seek council on harassment. There is no reason to be removed from a mailing list that it should take two or three months from any company in the world. That is just time for you to keep harassing someone and hopes that they buy from you looking at the reviews I wouldnt give you a *****. And your recorded phone call states mail payments to a PO Box who in their right mind would send payments to a PO Box. Remove at once I will be back with another review.

  

  Business response

  04/04/2024

  The consumer did not provide her full name or address with the complaint. Fortunately, **************** was able to pull the recorded phone call to obtain the consumers last name and mailing address.
  
  During this phone call, ******************* was advised by the customer service representative that it could take 8-12 weeks to be removed from the mailing list. Once a consumer is put on the Do Not Mail list, we typically ask that they please allow at least ***** days for the change to take place as other mailings may have already been processed. This is because the Company can be sending the consumer different types of mailings,such as offers for adult coverage, accidental death coverage, childrens coverage,and fulfillments.
  
  Although it usually does not take ***** days for the mailings to cease, it is a general time frame given to the consumer to cover any pre-scheduled mailings that cannot be stopped. ************ was advised during the phone call that this is a general timeframe.
  
  Globe Life apologizes to Mr. and ************* for any inconvenience these mailings may have caused. Their  names and address have been placed on the Companys Do Not Mail list.
  
  I trust this information is responsive to your inquiry.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Have tried 3 times to cancel policy and each time have been told that something else needs to be done. They have never reached out or responded to me. It's been ***** minutes at a time on calls. Their customer service associates are abysmal. Tried on 1/29/24 and was told it was being done. Called back to check status on 2/1/24 and this associate said a letter with specific verbage had to be sent in. After they received on 2/4/24 ***** tracking), I heard nothing. Tried today to get an update. This associate said it has been denied because my grandmother, who died 2 decades ago, started the policy for myself and I needed to now send her death certificate. They have absolutely no interest in refunding monies paid into over the last 50 years. Their tactics are delay, not communicate and give other "requirements" each time. They have no ethics whatsoever.

  

  Business response

  04/04/2024

  Attached is a copy of the response that Globe Life sent to ******************* today via email. 

  I trust this information is responve to your inquiry.

  

  Business response

  04/11/2024

  Attached, please find a copy of Globe Life's check #******* in the amount of $9,189.15, representing the full cash surrender value for *********************** policy #*********. This check is being sent to ************** today via Federal Express.

  I trust this information is fully responsive to your inquiry.

  Customer response

  04/12/2024

  I have reviewed the business response and accept this resolution. Thank you for the assistance and complete resolution of my complaint.  *******************;

  

  Business response

  04/12/2024

  Attached is a copy of Globe Life's check #******* in the amount of $316.36, which is being sent to ************** today via regular mail. The amount paid represents refund of the premiums that paid the policy from 04/16/24 to 09/16/24.

  Please let me know if you have any questions.

*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. ↩