Complaints

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am dealing with a claim regarding my father's death and provided every necessary documents needed even has to take off work since the company stated they cannot get a response from the ** medical records department to get those records. So, I got off work went to the medical records department for the ** filled out authorization and was provided my father's medical records and the same day contacted ********************** ask how to send the records to them and a representative advised to send it certified so someone can sign stating they received the documents. Now the company is saying they have to reach out to another VA clinic in *******. This is tiring dealing with this company and different answers being provided and I just want this all over. I advised my mother who has this company for life insurance to look for another one because beneficiaries get the **** end of the situation. So I need a resolution asap so I can close this chapter of my life and focus on my mother's health moving forward.

  

  Business response

  10/14/2024

  Attached is Globe Life's response.

  Customer response

  10/15/2024

  I have reviewed the business’ response and accept this resolution. 

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Mother died in January 2023. She had a cancer policy since the 1990s with this company. I was told to file a claim via the cancer policy, I have to collect itemized bills for all the treatments she received and submit them along with a claim form. I have sent the bills in, along with her death certificate and the claim form, no less than 4 times. I have contacted this company on 05/13/2024, 05/22/2024, 06/21/2024, 06/25/24, 07/11/2024, 07/12/2024, and on 08/30/2024. On 3 of those occasions, I was told that they could not find the records I had e-mailed in. During the third phone call, I was told that the e-mail address that one of their customer service representatives had given me was wrong. I emailed the records in again. I called again and was told that some of the records were received, but it did not appear that they were all received because there were 9 emails of records and they did not have a record of that. I called to check if they were received, the customer service representative could not tell me because she could not get a hold of anyone in the claims department. I called the next day and she could not tell me if the records were received because their system was down. I lodged a complaint on their portal on their website on 08/17/2024 just asking that someone call me to let me know what records they have received and what they had not received. Nothing. I called again today, 08/30/2024, and I was told that I filed a dispute and it takes 14 days for it to be resolved and I need to wait. I received a check for $1,300 on 07/13/2024. I don't know what records they have. I don't know what records they reviewed. I have asked numerous times for someone to call me. I asked to speak to a supervisor and I was told no, that I was speaking to the right person. But, again, they couldn't help me.

  

  Business response

  09/11/2024

  Attached is Globe Life's response.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It has come to my attention that on July 22, 2024, Globe Life Insurance experienced a security breach, resulting in unauthorized changes to account telephone numbers and a reversal of the most recent payment. Furthermore, it seems that insurance payments were redirected to a fraudulent third-party account. Despite my efforts to rectify this with my bank, no refund or return of the funds has been made.Additionally, false notices were sent to customers claiming their accounts were inactive, despite no refunds or satisfactory payments to Globe Life Insurance. Consequently, customers are not receiving proper credit for their payments. While the accounting ledger reflects a received payment and the next due date, Globe Life Insurance is sending past-due billing notices.I urge for immediate correction of my contact information and proper credit for the payments. Furthermore, I strongly request that Globe Life Insurance's IT department implements 2-factor authentication or other security measures to safeguard accounts from future cyber-attacks or identity theft.

  

  Business response

  09/04/2024

  Attached is Globe Life's response.

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Globe Life is being difficult and uncaring. I specifically stated that I was not able to pay a policy because I was in the hospital for a long time. I even explained that on the documents submitted. Now, "Globe Life" is refusing to pay out and trying to reiterate and twist their unwillingness to pay. I don't want to go through this. I paid the policy for over 3 years! Then, they're trying to use against me that I did not pay and it lapsed when I specifically stated "I WAS IN THE HOSPITAL" and that's why it lapsed! Now, they're using an "EXCUSE" to not pay out for the over 3 year paid policy. I was honest on everything, and they just want anything they can use to not to pay out! On top of that they sent me a letter that SUPPOSIVELY A REFUND CHECK IN THE LETTER BUT YET, NO CHECK IS IN THERE! I paid for over 3 years and this is how they act???! Their statement does not even make any sense! All it is is reasons to come up with an excuse so there would be no payout! On top of that, they did not even send the refund check that was supposed to be in the letter! All I received were ***** and lame EXCUSES saying that they would not are not going to pay out! If they're not going to pay out, I AM DEMANDING A FULL REFUND FOR THE WHOLE POLICY OF THE AMOUNT I PAID! They, "REALISTICALLY SPEAKING" "stole my money and are trying to make up excuses to not pay out!" They did NOT even send the refund check that was supposed to be mailed! "VERY UNPROFESSIONAL AND TRASHY," to say the least! I AM DEMANDING A RESOLUTION! And, not one where they twist and reiterate everything and "TRY" to make it sound like it's my fault!

  Customer response

  08/25/2024

  THEY SENT ME A FAKE F'IN CHECK! I WENT TO CASH IT AT THE BANK AND THEY COULD NOT CASH IT BECAUSE IT'S FAKE! I AM DEMANDING THE WHOLE PAYOUT OF THE POLICY! THIS IS RIDICULOUS AND A SCAM! 

  

  Business response

  08/29/2024

  Attached is Globe Life's response.

  Customer response

  08/30/2024

  I am rejecting this response because:   The business ONCE AGAIN, refused to answer my questions and respond to the statements made in the complaint! They continue to make up excuses and refuse to pay out for the policy THAT HAD BEEN PAID FOR SEVERAL YEARS! They just continue to give runaround and dodge what was presented in the complaint! They can very easily pay something or give me my money back that was wasted towards the policies I was paying on! I AM NOT A CHARITY! I did NOT invest my hard earned money to a buisness, just so they could keep it! They act like I'm demanding free money when I PAID OUT MY POCKET FOR THESE SERVICES! They have absolutely NO REMORSE OR SYMPATHY ABOUT WHAT THEY HAVE DONE! All they care about is KEEPING MY MONEY AND COULD NOT CARE LESS ABOUT ME AND MY FAMILY! They did nothing other than, TAKE MY MONEY AND THAT'S IT! I even explained to them that, I WAS IN THE HOSPITAL AND THAT'S WHY I WAS NOT ABLE TO PAY THE POLICIES! I EVEN WENT OUT OF MY WAY TO PAY THE *** WHICH COST ALMOST A $1.000.00 !

  On top that, they even stated in the letter in the letter that a check was supposed to be enclosed in the letter [Uploaded proof is in the complaint]

  Then when called them, they said they do not know where the check is! FINALLY, I RECIEVED THE CHECK 3 WEEKS LATER! Then when I went to the bank it to cash it was reading off as fraudulent. I had to go back again the next day so a supervisor could cash it! 

  THEY CAN VERY EASILY PAY FOR POLICY OR GIVE ME MY MONEY BACK! 

  Customer response

  09/01/2024

  What made me even more upset, more than I thought I could be, about this, is that, instead of uploading their reponse to the BBB Complaint, they emailed me instead. I despise when companies try to divert their negativity and their reponses to you,  instead of having it written to the complaint, so it try to keep their "ratings" look high to avoid receiving a lowered grade and class on their ratings to make it look like they are top of the class to attract consumers, when they should be at the bottom. They could very easily work out something with me instead of just refusing to do anything on their part and continue to give me "EXCUSES" when they very well know, that I invested time and money into the policie(s).

  Customer response

  09/01/2024

  They claim that their reponse is "Satisfactory." Their reponse is "Satisfactory" for them, because they did not pay anything out and took my money. SO WRONG AND SICKENING! In so many ways!

  

  Business response

  09/09/2024

  See attached correspondence.

  Customer response

  09/13/2024

  They continue to say that they have responded to the complaint, yet I have NOT recieved a reponse from the BBB. They continue to give me "EXCUSES" and "Runaround" to avoid paying out for thw policy or giving me my money back!

  Customer response

  09/13/2024

  I am rejecting this response because:   This is "my reponse" not the "business's reponse." I also need a callback from the case worker assigned to my complaint at the BBB. I tried calling the BBB in ***** but, no one answers. 

  Customer response

  10/25/2024

  Company sent a letter that makes no sense and continues to try to pocket my money and scam me and treat me like an idiot. I am NOT a fool. 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First. I called to inquire about why my premium went up to $80.98 for $5000 worth of coverage. I really couldn't get a straight answer. However, the "manager" I spoke to said my policy would not be canceled as long as my payment for this policy was paid by the end of 7/24. I sent in my premium payment on 4/2/24, check #**** and I received a letter saying my policy was canceled on 3/28/24 & my check was returned. I in no way canceled my policy. I did not give my authorization for it to be canceled. I also asked how my premium can go up to $80.98 per month for $5000 worth of coverage. That is just absolutely ridiculous. Since I've had this policy, I have paid more than $5000 in premiums about 10 times over. That is pure robbery. Ive been paying the policy pretty much my whole life. Since it was canceled I haven't received my premiums that were already paid. When a policy is canceled or surrendered, the holder is entitled to thecash value of the policy. I do not understand how this company gets away with their business ***************** employees unprofessional behavior. I also requested a form be sent to me to give my daughter permission to speak with them on my behalf. It's been about 3 months now & I still have not received the form. Absolutely terrible business practices.

  

  Business response

  08/28/2024

  Attached is Globe Life's response.

  Customer response

  08/29/2024

  I am rejecting this response because:   I have been paying on the policy for years and it's only a $5,000 policy.  How could I have made that many payments on a $5,000 policy & it not have any cash value.  The premiums I have paid over the years were worth much more than $5,000.  I want to know why it has no cash value.  What you are saying is that all these years I have been wasting my money paying on a policy that has no cash or surrender value. This is robbery in my eyes and completely unacceptable.  I refuse to let this matter go until you rectify this situation.  I either would like the face value of the policy returned promptly.  I am a senior citizen who can not afford to be wasting money on a policy that is worth nothing. The only other response that I may not reject is if you have something that I can rollover to another type of policy that would give me more coverage that would be cheaper than what I'm paying now.  I also find it completely ironic how you now send me the form to sign so my daughter can talk to you, as I was waiting for at least 2 months for it to come.  Now all of a sudden since I made a BBB complaint, it suddenly appears.  Please handle the matter as soon as possible.  I would prefer not to go the legal route.  Not to mention I never told you to surrender my policy in the first place.  Thank you!

  

  Business response

  09/03/2024

  Attached is Globe Life's response.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I been trying to pay my bill online for the last 6 months I have called and emailed about not being about to login and pay because I dont have time to sent on the phone all day just pay a bill thru told me one time it would be working in *************************************************************************************************************************************** hasnt been addressed.

  

  Business response

  08/15/2024

  Attached is Globe Life's response.

  Customer response

  09/04/2024

  I spoke to some to help me its still not working and I just tried to call them while on break I waited on the line for almost 17 minutes just to take a break at this point I want a refund of all my payments so I can take my business elsewhere because I still havent gotten to make a payment yet. Cant do nothing after logging in doesnt make sense at all.

  

  Business response

  09/13/2024

  Attached is Globe Life's response.

  Customer response

  09/23/2024

  I am rejecting this response because:   I have a busy life and dont have time for this nonsense I would like for someone to call me and Ill just take my business elsewhere because it shouldnt be that hard to fix something on their end that has nothing to do with them I have been a loyal customer and this is very disappointing to have to do things this way.

  Customer response

  09/30/2024

  I would like for someone to reach out to me so that I can cancel my 6 policy please and thank you so I can find another policy to cover me and my family.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Re: Globe Life/Liberty National Life Insurance Co. Policy No. 02L145571 Insured Name: W N Small Policy Amount: $10,000 Policy Owner: ****************************** On Tuesday, July 30, 2024, I called the company and spoke with *******. I requested the balance due on the policy. ******* seemed to have a problem or not did not fully understand my request. After checking records, she informed me the amount paid as of August 4, 2024, is $4,766.95. ******* still did not inform me of the balance amount. This involved me doing math to determine the policy balance. ******* then confirmed the balance due amount.I next inquired if there was a process where the balance could be paid in full. ******* could not respond to this request. I informed her businesses adopt GAAP (generally accepted accounting principles) and that I had an insurance policy that allowed payment in advance of the premium balance, so it is not an uncommon practice. This policy has been effective for over 30 years. I would like to submit payment of the policy balance and am requesting your assistance. I am requesting an inquiry as to the accounting practices of Globe Life/Liberty National Life Insurance Company.

  

  Business response

  08/14/2024

  Attached is Globe Life's response.

  Customer response

  08/19/2024

  I am rejecting this response because:   

  Pursuant to the last paragraph of the response:
  
  If ******************** no longer wants to pay the premiums for this policy, she could exercise the Paid Up
  Insurance Option under the policys Nonforfeiture Provisions. This option uses the accumulated cash
  value to purchase paid-up insurance coverage at a reduced face amount. The current cash value of the
  policy would purchase $7,425.00 in paid-up insurance coverage.
  
  I am still unclear as to steps required to take if I wish to no longer pay premiums on this policy.  Please explain it clearly in laymens terms the steps so I can fully understand the option provided.

   

  

  Business response

  08/28/2024

  Attached is Liberty National's response.

  Customer response

  09/02/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had authorized Globe Life to take ********************************************************************* an invoice for 155. I paid it with check no 1097. I wrote to them asking them to cancel the automatic withdrawl. They did not. They cashed it and I had paid them twice. They could not extend my policy for two years but told me to consult ********* I did and they cancelled the payment. Now Globe sent me another invoice telling me I owe 155. I believe I am paid up for a year. I spoke to a woman today who was going to request that my payment be applied to my account. I have had this policy since 1995 but I just don't trust them anymore.

  

  Business response

  08/21/2024

  Attached is Globe Life's response.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My name is *****************************.I have been a policy holder of globe life insurance for 8 years ago.My policy number is 007k68639 so my policy had lasped since 9 months ago.I have been trying to get my refund since 2 months ago but until now I never got anything.I called them and gave them all my information and still no refund.

  

  Business response

  08/09/2024

  Dear ******************:
  
  Thank you for your correspondence with Globe Life. Your correspondence has been forwarded to me for response.
  
  Policy 007K68639 was issued April 28, 2015, on the life of ***************************** with a face value of $50,000.00.The policy is paid to November 28, 2023. The policy has a 31-day ***** period,as that time frame has passed the policy is currently lapsed.
  
  Premiums paid on policy 007K68639 functioned to keep the policy in force, in accordance with the policy terms, as such the premiums are earned premiums. Earned premiums are not eligible for refund. Therefore, we are unable to be of further assistance regarding the premium refund request.
  
  If you wish to reinstate the policy,please return a completed copy of the enclosed application along with the amount listed on the application, if the reinstatement is approved, the policy will be paid to November 28, 2024.
  
  Please contact me directly in writing by fax, mail or email at ************************************** if I can be of any further assistance in this matter.
  
  Respectfully,

  ********************************* (she/her/hers)
  Assistant General Counsel, Legal | Globe Life Inc.
  d: ************** | f: **************
  **************************************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've contacted them via email to ask them to cancel the policy for three people that's under my mother's name, ********************* of Huntsville *******, as she has passed away. I've provided death certificate that proved she passed away. Instead of honoring my wishes, this is what I got: This is getting fustrating. The last two emails from Global reps indicated that nobody is reading my email: I specially said My mother passed away.. And I wanted to cancel the policy for both girls.. as they no longer live with us. and what do I get? "Good Afternoon Policyholder, Thank you for your recent e-mail regarding the above referenced policy. We are sorry to hear of your loss, and wish to express our sympathy to you at this time. The ownership of the policies is vested in *********************. Thank you for choosing Globe Life. It is our pleasure to service your insurance needs. Should you have any additional questions, please call us at **************. We are available Monday through Friday, 7:30 AM to 6:30 PM Central Standard Time. -****" I responded back and said why would you do that when I asked for the policy to be canceled. and then what do I get? ood Afternoon Policyholder,Thank you for your email regarding your life insurance policy.Please have the policy owner contact us to cancel Thank you for choosing Globe Life. It is our pleasure to service your insurance needs. Should you have any additional questions about your coverage, please let us know. Thank you, ******* So tell me, how does a dead person who's in six feet under ground are able to contact you ? I've sent Death certificates, and nobody is doing their job. SO this is the last time I"m going to ask: CANCEL THE POLICY FOR ****************, ********************* AND *********************!Sincerely, ********************* They will not do what I"ve asked them to do. They keep saying that to have ownership of policy contact them, and I repeated myself over that she's dead.

  Customer response

  07/31/2024

  Update as of 7/31/2024 I received this email from them: 

   

  Good Morning,
  
  
  Thank you for your email regarding your life insurance policy.
  
  
  **************** the ownership has been changed according to the policy rules written in the policy provisions. Therefore, the owner is now *********************. Only she has the authority to cancel these policies. Therefore, we need her to contact us for further policy changes. Automatic payments have been removed, if she chooses not to cancel or to make payments the policies will eventually cancel on their own.
  
  
  Thank you for choosing Globe Life. It is our pleasure to service your insurance needs. Should you have any additional questions about your coverage, please let us know.
  
  Thank you,
  
  *******

   

  I consider this matter resolved...  

*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. ↩