ComplaintsforGlobe Life and Accident Insurance Company

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Initial Complaint
03/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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.
Initial Complaint
03/18/2024
Complaint Type:
Order Issues
Status:
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.
Sent in death certificate and other documentation of proof of death and insurance company prolonging payment of insurance policy
Business response
03/27/2024
This complaint is for Globe Life and Accident Insurance Company (NAIC *****), rather than Liberty National Life Insurance Company; we cannot answer this complaint.

Please reclassify to Globe Life and Accident Insurance Company (NAIC *****).

Thank you.
Business response
04/17/2024
Policy #***A19116, insuring the life of ******************************, is a whole life policy issued effective December 7,2010 in the amount of $15,000.00. The policy includes three $5,000.00 riders,bringing the total face amount to $30,000.00. The complainant, ***************************,is the beneficiary of this policy.

****************************** passed away January 18, 2024. The claim was received February 28, 2024. A check (#******)in the amount of $30,155.34 was issued to *************************** on March 19, 2024. The amount paid represents the $15,000.00 base policy and the three $5,000.00 riders, plus $155.34 interest. A copy of the cashed check is enclosed.

It is Globe Lifes position that this claim has been handled properly and in a timely manner. The claim was paid 14 business days after receipt of proof of loss.

I trust this information is responsive to your inquiry.
Initial Complaint
03/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I had a life insurance policy on my brother .it was paid from my checking account every year since 2011. I paid with auto draft faithfully every month. This was never an issue. The issue concerns beneficiary. They tried to cheat me out of my money. When he passed in August 2023. I couldnt find the physical policy. I made a claim. They insisted on making it an estate check. My brother lived outside of *** and did not file an estate . I told Globe this. His child called them to say there was no estate. I could not cash the check, obviously. I was the beneficiary. They sent me doctored and forged documents. I insisted send me the original application per law. They would not. I had to hire an attorney to get my money. Of course, she didnt work for free. I had to give her 30%. Globe lied to me and tried to withhold payment. They also cost me 1/3 of the proceeds. They should be looked at for their practices. I even talked to the legal department at Globe. They just about said. Shut up and go away. I feel like they should pay the attorney fee. If I was wrong, why did they give her the money? I was not wrong they took advantage of my lost polity
Business response
03/20/2024
***************************** did not provide her brother's name or his policy number. Globe Life cannot respond to this complaint until the insured's name and policy number are provided.
Customer response
06/13/2024
EDIT. I am sorry but I must correct myself concerning Globe policy 003T6204. *************************. The date of our correspondence was 03/11/2024. Sincerely, ****************
Business response
06/25/2024
In her initial complaint received March 13, 2024, ***************************** accuses Globe Life of lying to her, trying to withhold payment, and trying to cheat her out of payment. **************** also stated: I could not cash the check, obviously, I was the beneficiary. However,that simply is not the case.

For your reference, I am enclosing a copy of the direct mail application signed by **************************** and dated September 21, 2011. You will note that there is no beneficiary designated, nor does ************************ name appear anywhere on the application for insurance coverage.

************************* passed away June 11, 2022. His death was reported by ***************************** via telephone on August 15,2022. The claim was received September 26, 2022. A check (#******) in the amount of $10,000.00 was issued to the Estate of **************************** on October 3,2022. The check was issued to **************** estate in accordance with the terms and conditions of this policy, as there was no beneficiary on file at the time of his death.

On October 3, 2022, Globe Life also sent **************** a letter explaining what was required in order to reissue the check. An Affidavit for Surviving Spouse or Next of *** was received from **************** on December 2, 2022 and was reviewed by our ***************** which determined that the information received was not sufficient pursuant to Louisiana law.

On December 21, 2022, another letter was sent to **************** explaining what was required to reissue the check. On January 5, 2022, Globe Life received a copy of **************** last will and testament which, again, was not sufficient to reissue the check, pursuant to Louisiana law. On February 14, 2023, our **************** also wrote *************** a letter explaining exactly what is required in order to issue the check.

Since no further response or information was received from ****************, Globe Life issued another check (#******) in the amount of $10,000.00 to the Estate of ************************* on March 22, 2023. According to our ********************** the check was cashed July 13,2023. A copy of the check is enclosed for your reference.

In her original complaint to the Better Business Bureau, **************** states she had to hire an attorney to obtain the $10,000.00 death benefit from Globe Life and feels that the Company should pay the attorneys fee. However, there is nothing in our records indicating Globe Life ever received any correspondence from an attorney on behalf of *****************************, nor did the Company pay the $10,000.00 benefit to an attorney on behalf of ****************. It appears that **************** hired the attorney afterGlobe Life reissued the check in March 2023.

**************** also filed a complaint with the *********************** of Insurance regarding this matter, to which Globe Life responded on April 18, 2023. A copy of this response is enclosed for your reference. This matter was reviewed in detail by the *********************** of Insurance which concluded that no further action was required of Globe Life.

Globe Life maintains its position that this claim was handled properly and paid to **************** estate pursuant to the terms of the policy, as there was no beneficiary on file at the time of his death. I regret we are unable to assist ************** any further regarding this matter.

I trust this information is responsive to your inquiry.
Initial Complaint
03/04/2024
Complaint Type:
Customer Service Issues
Status:
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.
I have attempted to contact thru emails, Globe Life ***************** and cell phone called. ********************** has not attempt to contact me in anyway, please help me to resolve this issue, Thank You!
Business response
03/20/2024
********************************* did not provide her policy number with the complaint but we were able to locate a policy under her name. Policy #***E56634, insuring the life of Monsonia *******************, is a term life policy issued effective January 17, 2017 in the amount of $30,000.00.

According to our records, a one-time premium payment in the amount of $483.24 was made on January 5, 2024.This premium, which was not due until March 2024, paid the policy to March 17,2025. Policy notes indicate ******************** requested cancellation of the policy via telephone on March 18, 2024.

The policy was cancelled, per Ms. ********* request. Our ***************************** is in the process of refunding the $483.24 payment received January 5, 2024. A copy of the check will be provided for you records immediately upon receipt.

If you should have any questions in the meantime, please contact me directly.
Initial Complaint
03/01/2024
Complaint Type:
Customer Service Issues
Status:
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.
TERRIBLE customer service experience
Business response
03/15/2024
A supervisor in **************** has reviewed the recording of the telephone call with ***************************** that took place on or about February 29, 2024. ****************** called with questions regarding her policy #***T6398. Although it is a fairly new policy (issued in September 2017), the application for insurance coverage was not in the electronic file. The customer service representative advised ****************** that the application for insurance coverage was not on file and it would have to be pulled to verify ownership before her questions could be answered. This is Globe Lifes usual and routine procedure.

Per her request, a supervisor contacted ****************** via telephone on March 12, 2024, extended Globe Lifes apologies for the interaction between her and the customer service representative in question and offered herself as a point of contact if ****************** had any questions or need for assistance in the future. ****************** seemed pleased with the apology and offer of assistance.

I trust this information is responsive to your inquiry.
Initial Complaint
02/23/2024
Complaint Type:
Product Issues
Status:
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.
I bought a policy through Globe Life Insurance for my son ************************************ which I placed in his name and had payments of $17.71 being automatically withdrawn monthly from my personal bank account. All mail was being sent to my address at ************************* and email at *************************** The phone number on file was my home phone ************** which has now been disconnected but I have updated their system with my cell number **************. I started this policy in 2020 after being diagnosed with stage IV cancer and wanting to have something saved for my child when I pass. For some unknown reason Globe life stopped taking payments from my account and would not talk to me about anything about the financial aspect even though I was the one who started and signed up on the policy and it was being financially supported by my account. They said they needed to get ******** approval. My son works on the boat for 4-6 weeks at a time and its hard to find a time when he is home to get him to sit down and call a company about a situation he has nothing to do with. Needless to say, this got put on the back burner because Im going to the oncologist every 2 months and multiple other places in between then. I finally sat down and wrote to the company and asked for a refund of my monies paid (which I was told previously I would get back if I requested) because I didnt reinstate my policy like their letter said I could do earlier in 2023. I have no idea why it was ever forfeited in the first place!! I was on automatic withdrawal!!I spoke with my mom about this and she said I should be happy because she had a policy with them for a grandchild that she paid on for 18 yrs and was supposed to be getting the$30,000 after the money she gives accrued and all. Well, after 18 years of dedication she got $2000. Less than she paid in!!This company is a total scam and rip off!! They are lying to the public. They get your money, your info & sell it!
Business response
03/04/2024
This complaint is for Globe Life and Accident Insurance Company (NAIC *****), rather than Liberty National Life Insurance Company; we cannot answer this complaint.

Please reclassify to Globe Life and Accident Insurance Company (NAIC *****). Thank you.
Business response
03/25/2024
Policy #****J4839, insuring the life of ********************************, is a whole life policy issued effective February 12, 2020 in the amount of $30,000.00 and includes a $10,000.00 accident benefit rider. ***************************** is the policy owner; ***************************** is the beneficiary.

According to our records, the above policy lapsed with no cash value effective January 12, 2023 due to non-payment of premiums. The 31-day grace ****** expired February 12, 2023.

The premiums for this policy were being paid from an automatic monthly credit/debit card draft. On January 12,2023, a premium in the amount $17.71 was drafted to pay the policy to February 12, 2023. However, that payment was declined on January 13, 2023 due to a Card Not Authorized code. The declined premium backed the paid-to date of the policy to January 12, 2023.

A notice of the returned/declined premium payment was sent to ***************************** on January 15, 2023. Additional notices were sent to ***************************** on February 16, 2023, March 13, 2023, and April 9, 2023. Copies of these notices are enclosed for your reference.

***************************** was notified about the returned/declined premium payment in January 2023 and was given ample time to submit a premium payment to continue the coverage under this policy. However,no additional premium payments have been received.

****************** has asked for a refund of the premiums paid for the above policy. It is Globe Lifes position, however, that no premium refund is due. When Globe Life accepts the premium, the risk is attached. Our obligation is to pay the face amount of the policy if the death occurs at any time during the premium paying ******. The only time the premium is refunded is when it is specifically stated in the contract of insurance or if there is a statutory provision for the premium to be refunded. In this case, neither one of these apply.

I trust this information is fully responsive to your inquiry.
Customer response
04/03/2024
This is total BS that they have responded with. All mail comes to my house at 121 cr 277 iuka ms *****. The funds were being drawn from my bank account. I set up the account for my son, ************************************. He was the one that was supposed to be receiving the money. My bank NEVER declined payment because my DEBIT CARD was on file!!! Globe life just automatically started withholding my automatic payments after 2 yrs and would not process any more. I even called and told them to go ahead and charge my card. They said they needed to talk to ***. He worked on the boat at the time and was hard to get a hold of so it continued to get delayed. It was my plan that I executed in his name and set up under my bank account. He doesnt have access to my bank accounts!! Globe life stopped my payments from being made!! They record calls so Im sure they have me on file calling in to ask them to continue my services! IDID NOT FORGET TO PAY OR MY CARD WAS DECLINED PAYMENT!!! I always have money in my accounts!! Thats why I have a 760 credit score!!
Customer response
04/08/2024
I am rejecting this response because:
This is total BS that they have responded with. All mail comes to my house at 121 cr 277 iuka ms *****. The funds were being drawn from my bank account. I set up the account for my son, ************************************. He was the one that was supposed to be receiving the money. My bank NEVER declined payment because my DEBIT CARD was on file!!! Globe life just automatically started withholding my automatic payments after 2 yrs and would not process any more. I even called and told them to go ahead and charge my card. They said they needed to talk to ***. He worked on the boat at the time and was hard to get a hold of so it continued to get delayed. It was my plan that I executed in his name and set up under my bank account. He doesnt have access to my bank accounts!! Globe life stopped my payments from being made!! They record calls so Im sure they have me on file calling in to ask them to continue my services! IDID NOT FORGET TO PAY OR MY CARD WAS DECLINED PAYMENT!!! I always have money in my accounts!! Thats why I have a 760 credit score!!
Business response
04/17/2024
In her rebuttal, ***************************** says she set up the [policy] for her son, ************************************. However,our records indicate ***************************** is the person who applied for this insurance coverage online on February 11, 2020. A printout of the electronic application data received by Globe Life is enclosed for your reference. ***************************** is listed as the applicant, which is why is the owner of policy #****J4839.

Contrary to statements in ******************** rebuttal, her bank did decline the $17.71 payment drafted on January 12, 2023. As explained previously, the payment was declined by the bank due to a Card Not Authorized code. When a bank declines a payment due to this code, the policy is automatically placed on direct billing and a notice of the declined/returned payment is sent to the policyholder. Such notice was sent to ***************************** on January 15, 2023.

Additional notices for the premium due January 12, 2023 were sent to ***************************** on January 15, 2023,February 16, 2023, March 13, 2023, and April 9, 2023. Copies of these notices were provided with Globe Lifes previous response to the Better Business Bureau. The notices were sent to the address on record, which is the same address ****************** provided in her initial complaint and the rebuttal. ***************** could have sent a premium payment to Globe Life at any time after receiving one of these notices and the policy would have been reinstated.However, no further payments were received.

****************** states in her complaint that she called and advised Globe to go ahead and charge her card for the premiums. ****************** did not contact Globe Life until May 16, 2023, which is after the May 7, 2023 deadline noted in the final notice sent April 9, 2023. At the time of Ms. ******** call, the policy could only be reinstated if ***************************** submitted a completed reinstatement application along with payment of all back premiums. This was explained to ******************, according to policy notes.

I trust this information is responsive to your inquiry.
Initial Complaint
02/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My name is ******************************* and I been having trouble with globe Life about my kids policy their are suppose to be only two but they have more than two on my kids and I talk to cancellation department and they told me they would correct this issue I believe globe Life has been over charging and I fear I will lose my policy and my money if not corrected. I will take legal action if needed because globe Life is well aware of this because contacted me in the past about the extra policies so either they correct this issue or refund all my money because they under auto pay and it's not right if they have been taking more than what's owed.
Business response
03/06/2024
Attached is a copy of Globe Lifes March 6, 2024 response to *******************************, which was sent to her via email today.

I trust this information is responsive to your inquiry.
Initial Complaint
02/09/2024
Complaint Type:
Product Issues
Status:
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.
Applied for life insurance and sent the money and did the video call and the guy flat out discriminated me because of my disabilities
Business response
02/26/2024
There is not enough information in ********************* complaint for Globe Life to respond at this time. In order to fully respond to his complaint, ************ will need to provide the following information:

1. His date of birth
2. The name of the life insurance agent who conducted the video call.
3. The approximate date of the video call.
4. How much money was paid in advance and to whom was it paid?
5. Provide proof of the payment, such as a copy of the bank or credit card statement.

Once the above information is received, we will be happy to research our records and respond further.
Initial Complaint
02/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Globe life agent came into my place of work attempting to sell insurance to the business owner and preyed on myself. He kept reassuring me that i was in fact registering for HEALTH insurance, little did i know it is life insurance. I explained i wasn't educated on insurance and i feel he took full advantage of my little knowledge. contacted him the following day to cancel my application and he continued to tell me "it isn't life insurance. lol" and then proceeded to still try and convince me not to cancel my application. He also tried to recruit me to come and work under him while i was clocked in at my current workplace. Very unprofessional.
Business response
03/04/2024
This complaint is for Family Heritage Life Insurance Company of ******* (NAIC *****), rather than Globe Life and Accident Insurance Company (NAIC 91472);we cannot answer this complaint.

Please reclassify to Family Heritage Life Insurance Company of ******* (NAIC *****).

Thank you.
Initial Complaint
02/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Globe Life Insurance coming into my bank taking my money before the due date and I have asked them for (3) months not to take the money until 11th of each month. My due dates are on the 11th of each month, and they are taking it on the 1st of each month making my account overdrawn... I have contact *********** and they said its Globe Life Insurance.
Business response
02/19/2024
For your reference, I am enclosing the premium history for all five of the policies since the date each was issued. *********************** is the owner and premium payor for each of these policies. The premiums for these policies were being paid via a recurring monthly bank draft until four of them were placed on direct billing in December 2023. Please allow me to explain further.

As the premium history shows,Globe Life has been drafting premiums for **************** policies on the 11th or 12th of each month. The premium for policy #****R6861 which was drafted on December 11, 2023 cleared the bank and paid this policy to January 2024. However, the premiums for the other four policies drafted on December 11th or 12th were returned by the bank, unpaid, due to insufficient funds. Per procedure, those four policies were placed on direct billing and notices regarding the returned items were sent to ************** on December 18,2023.

According to our records, ************* called on December 29, 2023 to put the policies back on recurring bank draft. She asked that all premiums be drafted on the 12th of each month but the customer service representatives advised they would have to be drafted on the 11th, to which ************** agreed. What the customer service representative did not clearly explain to ************** is that the premiums for the four lapsed policies would be drafted immediately, not on January 11th as ************** appeared to believe.

Because they were not paid current when placed back on recurring bank draft, premiums for policies #****W0345,#****W0346, #****T5373, and #****W5374 were drafted on December 31, 2023 to pay each to January 2024 (at this time, policy #****R6861 was already paid to January 2024, as explained above).

On January 11, 2024, premiums for all five policies were drafted, paying each to February 2024. However, those premiums were returned by the bank, again due to insufficient funds. The returned premiums backed the paid-to dates of all five policies to January 2024. Notices regarding the returned premium payments were sent to ************** on February 6, 2024.

Due to the miscommunication with the customer service representative, and in an effort to resolve this matter, I have asked **************** to advance all five policies one month at no cost to **************. This action will pay the five policies to the following dates:

#****R6861       Rylee R. **********; 02/06/24
#****T5373       ********************** 02/10/24
#****T5374       ************ **********; 02/10/24
#****W0345     **************** **********; 02/11/24
#****W0346     **************** **********; 02/11/24

If she wants to continue the coverage under these policies, ************** will need to submit the February 2024 premium payments immediately.

I trust this information is responsive to your inquiry.

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