Business Profile
Insurance Companies
Globe Life and Accident Insurance CompanyHeadquarters
Complaints
This profile includes complaints for Globe Life and Accident Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 196 total complaints in the last 3 years.
- 61 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:11/08/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid an annual premium of $105. for policy #5H82096 on 09/09/24. The money was rec'd, *********. #NB11L3CK. About $27 was applied to the policy according to the company, and the rest was distributed elsewhere for reasons unknown. I currently have a total of 5 policies with this company dating back to 2013. All 5 premiums are paid annually and are currently up to date. Never a problem with the other 4 policies, only the one (5H82096). This problem has been reoccurring for the past 3 years. Every year, including this year, I've call the company, spent hours on the phone, to wait weeks before the problem is corrected and the full amount applied to the policy. There's very little transparency or cooperation from this company. There's a lot of red tape and conflicting information from one person to the next. It appears, no one wants to take accountability right away to correct this problem, and speaking to a supervisor is next to impossible. I don't want to cancel any of my policies, but this reoccurring problem is causing me unnecessary stress and anxiety, and a permanent solution required. Please Help....
Business Response
Date: 11/21/2024
Attached is Globe Life's response.Initial Complaint
Date:11/04/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I submitted to Globe Life a request adding my son as co-beneficiary to an existing life insurance policy approximately 2 weeks ago. On Friday October *******, I received a confirmation letter listing an unknown person on the policy. On Monday, November 4, 2024, I spoke with a Globe Life representative who at first advised me I would need to resubmit another form. When I objected to this she then said they would try to retrieve my original form and they would correct it and to call them to check the status. This is horrendous service! Globe Life should call me with the status of this. This is a life insurance policy not some routine exchange of a household item. I feel Globe Lifes carelessness is inexcusable.Business Response
Date: 11/14/2024
Attached is Globe Life's response.Initial Complaint
Date:11/04/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My mother subscribed to $20000 globe life insurance back in August 2023. She passed away september 10th 2024. I am the beneficiary. I filed the claim and provided to globe life insurance all the documents they need such as death certificate, medical record, authorisation of release information. Since september 10th till now my mom still at the morgue. I am waiting for globe life insurance to pay my the money in order to do my mom funeral but they keep bouncing me around. I been calling them every day. Globe life insurance is not a good company. Do never subscribed with them. I keep Calling every day to check the status of the claim but they keep saying they are doing a review. Please to intervien and talk to them in order to pay me so I can ***** my mother . It is almost 3 months since my mom passed away and she still at the morgue. Please let them paid us so we can do my mom funeral.Business Response
Date: 11/13/2024
Attached is Globe Life's response.Initial Complaint
Date:10/29/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint Regarding Ongoing Website Issues at Globe Life Insurance Dear Better Business Bureau,I am reaching out to file a formal complaint regarding ongoing issues with Globe Life Insurance's website, which has been down for over 45 days. This outage has severely impacted my ability to manage and pay my life insurance policy for my family.During this period, I have repeatedly attempted to access my account on *********************** website, and each time, Ive been unable to log in. Ive tried resetting my password multiple times, but no reset emails are received. Ive contacted Globe Lifes customer service several times, and while they acknowledge that they are aware of the issue, they have not provided a clear timeline for resolution. This prolonged delay, combined with the inability to access my account, is entirely unacceptable for a service as critical as life insurance.Additionally, I am hesitant to provide payment over the phone due to a past incident where my card information was compromised. Unfortunately, Globe Life has not offered any alternative secure methods to make payments, leaving me concerned about how to keep my policy current without risking my card ************** a customer who relies on their service, I am deeply disappointed with the lack of urgency in addressing this matter. I hope the BBB can assist in encouraging Globe Life to resolve these issues promptly and restore dependable online account access for all policyholders.Thank you for your assistance.Sincerely,Business Response
Date: 11/14/2024
Ms. Weather,
Thank you for your correspondence with Globe Life via the Better Business Bureau. We regret any inconvenience you may have experienced while using the online payment portal.
Payments for policies can be made via mail in the event of any web portal issues. Our files are reflecting an issue with the issuing bank regarding several payments made in October and early November.
The paid to date for all of your policies are listed below:
001J95364 - 01/05/2025
001J95365 - 12/05/2024
001J95366 - 01/05/2025
001J95367 - 12/05/2024
008J30425 - 01/18/2025
008T49169 - 01/10/2025
********* - 01/10/2024
Can you please advise if you are currently able to access the portal for your policies?
Please contact me directly regarding your portal access or if I can be of any further assistance regarding this matter.
Respectfully,
***** M.********** (she/her/hers)
Assistant General Counsel, Legal | Globe Life Inc.
d: ************** | f: **************
***************************************************************Initial Complaint
Date:10/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
October 9th 2024 I had filled out the insurance application which had just been mailed to me and a few days later I received a letter saying that particular insurance is not available in ****** so they took it upon themselves to sign me up for a different policy that is twice as expensive and price keeps going up over the years, this is not what I want and cannot afford they are now emailing me to say I owe them a payment. This I believe is a switch and bait. I have just spent the morning on the phone trying to get some satisfaction but all the person kept saying was yes man.Business Response
Date: 10/31/2024
Attached is Globe Life's response.Initial Complaint
Date:10/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My name is ******* primer and I got these policies for my grandchildren and my son I pay on faithfully I was getting them drafted out of my account monthly but there was an issue where they were drafted out the account then tell me that they didn't get it it was insufficient funds call me on the phone and I will make the payment at the time my husband was in and out of the hospital so I would just make the payment so that the policies wouldn't lapse. Once my husband start to get better and was released from the hospital I got investigating and I noticed that they were taking the money at the count after they told me that they didn't take the money with insufficient funds and also that I was paying them over the phone I was asked to send them back statements and I did just that they corrected it then they told me that they was credited my account but I never seen the credit because I was still paying due to not one of my policies to laugh and I trusted them this has been a terrible ordeal for me I have 10 policies with them seem like soon as we get a couple policy straight didn't hear they come with the other policies trying to collect double they made me going to the bank get a statement showing how much I had in my account before they took the money and what was left this was in August and now they said they still investigated and they're trying to see if a big if they're going to credit the account even though I did what was told to me I have had nothing but problem since I've been with them at the beginning it was great now it's like they're taking money for me I have spoke to serve with supervisors they tell me to send the same statement and from the bank and I constantly keep doing it again when I called it put me on hold customer service ***** they're rude you can talk to them and they have put your whole and click over put the music on and that's bad customer service they get your money then they want to take you and ringers or circles please check into this.Business Response
Date: 10/31/2024
Attached is Globe Life's response.Initial Complaint
Date:10/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
9-23-24 I made call to globe life insurance made credit card payment for 1 month no payment confirmation called 9-4-24 globe said no payment received my bank account 2 payments out of account ***** not on bank statement bank said no record of payment from globe life insurance so 9-9-24 made another payment to globe life for 1 month total paid ***** for September 1 time came to 3 times for 1 payment for September globe owes me ***** taken out of account my balance was ***** short what happened to my account not being handled properly someone is holding my money globe life or the bank system please help me I paid my ***** is missing this is God,s honest truth from me.Business Response
Date: 10/22/2024
Attached is Globe Life's response.Customer Answer
Date: 10/23/2024
Two of the dates were wrong 10-9-24 I made a payment for September which they said didn't get just paid again made payment 10-21-24 for October the September payment is the one that is the problem 9-23-24 girl said went through lied no record on bank statement I may just go back to **** hope they want lose mail in their system can't trust any system anymore the future of this country ????Customer Answer
Date: 10/23/2024
I am rejecting this response because:
Two of the dates were wrong 10-9-24 I made a payment for September which they said didn't get just paid again made payment 10-21-24 for October the September payment is the one that is the problem 9-23-24 girl said went through lied no record on bank statement I may just go back to **** hope they want lose mail in their system can't trust any system anymore the future of this country ????
Business Response
Date: 10/30/2024
Attached is Globe Life's response.Initial Complaint
Date:09/30/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
For over three months, maybe five I have been unable to log into the Globe Life website where I normally pay my bill. I have contacted them by phone; asked for "escalation" and filled out "contact us" queries on the their webpage and no one is responding. The Escalation supervisor called me back over two months ago, said she would get tech support to assist me, but no one ever did. The "contact us query" answered "delete your account and create a new one". How can you delete your account and create a new one. I just called, and waited forever for an agent and then I was disconnected. I sent my most recent payment by check (old fashioned) and my last payment by phone, but I used to pay by logging in. I have three policies and I've been a great customer.Business Response
Date: 10/14/2024
Attached is Globe Life's response.Initial Complaint
Date:09/27/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 10/14/2024
Attached is Globe Life's response.Customer Answer
Date: 10/15/2024
I have reviewed the business’ response and accept this resolution.Initial Complaint
Date:08/30/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 09/11/2024
Attached is Globe Life's response.
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