ComplaintsforGlobe Life and Accident Insurance Company

• Initial Complaint

  09/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My late mother had established a small life insurance policy for me when I was 16. After she passed, I contacted Globe Life in March of 2022 requesting to close the policy and be issued a check for the remainder. It is now almost October, I have sent 13 emails and made roughly 10 calls to customer service to get the check issued to me and continue to receive the runaround where phone reps tell me to email and those on the email tell me to call the customer service. Over the last two months I've been told multiple times my check was being issued and overnighted to me only to have it never sent. When calling back they confirm they don't know why it hasn't been and it has been escalated. I then wait another week or so, call again and am told the same thing over and over. I've been told twice I needed to wait an additional 30 days only to have those 30 days elapse with no resolution. When asked what my next escalation point can be to resolve this issue I have been told there is no where else to go. Please assist ASAP.

  

  Business response

  11/22/2022

  Business Response /* (1000, 5, 2022/10/10) */ Contact Name and Title: Cheri Lawhon, Paralegal Contact Email: ********@globe.life Policy # XXXXXXXXX, insuring the life of ***** A. *****, is a whole life policy issued effective 10/01/87 in the amount of $6,000.00. The applicant and original owner of the policy was the insured's mother, Marcia E. *****. Mr. ***** contacted Globe Life via telephone on 03/11/22 requesting information about the policy. Because the policy is 35 years old, it was necessary to pull a copy of the direct mail application from microfiche in order to verify ownership. Mr. ***** was advised to submit a copy of his mother's death certificate and that it could take up to 10 business days for the application to be pulled. The application was scanned to the electronic file on 03/17/22. The death certificate for Marcia ***** was received 03/25/22. A surrender request form was sent to Mr. ***** on 05/05/22 in response to an email received 04/29/22. A second surrender request form was sent 06/08/22. The completed surrender form was received back from Mr. ***** via email on 06/20/22 and the policy was surrendered 06/28/22 (check #XXXXXXX for $1,517.50). On 06/30/22 the surrender check was pulled by auditing because it was incorrectly issued in the name of Marcia *****. The check was forwarded for reissue on 09/30/22. However, for reasons I have been unable to ascertain, the check was not reissued until 09/23/22. The check was sent to Mr. ***** via Federal Express on 09/27/22. According to our Accounting Department, the check was cashed 09/29/22. A copy of the cashed check is enclosed for your reference. Please extend our sincerest apologies to Mr. ***** for the delay and any inconvenience it has caused. While it is Globe Life's procedure to process surrender requests in a timely manner, policy provisions do allow the Company to defer payment for up to six months. I trust this information is fully responsive to your inquiry. If you should have any questions, please contact me directly. Consumer Response /* (2000, 7, 2022/10/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) While the check was still sent to the wrong address and my name was misspelled on the check. The band did accept and cash said check. After roughly six months or so this is now finally resolved. Thank you for your help BBB!

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have life insurance with global life and I decided to cancel the policy now I follow the instructions to contact through the email which I did on June 4 2022 starting to cancel all life insurance under my name. And to find out they debit my card on June 18 and July 15. I request to be refund because I sent email stating to cancel my policy. June 14 I get letter stating the cancelation. Now to find out they didn't cancel my insurance they only cancel my children insurance. When I call in that when they want to cancel my insurance when I clearly cancel all on my insurance on June 4. Now they denied me my request for June 18 and July 15. It look to me the there employee only cancel what they want to cancel and not cancel every policy. Now they giving me a run around.

  

  Business response

  09/21/2022

  Business Response /* (1000, 5, 2022/08/09) */ Contact Name and Title: Elena M S********* Contact Phone: 4052701483 Contact Email: ems*********@globe.life Ms. ********, Please find attached a PDF letter in response to case XXXXXXXX regarding policy 0047T2424. Thank you, Elena M S*********

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been paying my life insurance policy 0037k7386.I have been trying to pay my policy since July 1st 2022 I finally got in touched with someone who tells me I did not make a payment in may so I was not getting no where with her do she put someone else on the phone who says I did not make a payment in June of 2021 I never knew it never have they said anything about it until yesterday every time I have made a payment it always say 70.68.nothing else so if that was the case why was I able to continue to make payments.now they refused to accept my payment how can u let someone go this long without paying it don't make since at all.I called yesterday at2:05 the conversation lasted 32minutes

  

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/07/19) */ Contact Name and Title: Elena M S********* Contact Phone: 4052701483 Contact Email: ems*********@globe.life Ms. ******, Please find attached a PDF letter in response to case XXXXXXXX as well as the attachment referenced in the letter. Thank you, Elena M S*********

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received my e-bill as I normally due 7/1/2022 and went I went to pay my statement on line it showed my policies were inactive. So when I viewed my last receipt it showed my polices were paid until 7/20/2022 when my next bill would be due. I attempted to call and waited on hold for 25 minutes when my call was disconnected. I called back and was disconnected several times from the call. After my fourth call I was finally able to get through again. This company is unprofessional and seems to have some fraudulent activities going on. My policies as I have paid them always up for 3 months at a time should not be cancelled or inactive as shown on the screen. There was no communication or anything available and I have yet to be able to speak to a customer service representative without my call getting disconnected. This company needs to be investigated and who knows how long this has been going on as I don't normally check up on my polices when I don't need to. This company essentially has stolen my premium payment and is not providing coverage for the services agreed to.

  

  Business response

  08/15/2022

  Business Response /* (1000, 5, 2022/07/13) */ Contact Name and Title: Elena M S********* Contact Phone: 4052701483 Contact Email: ems*********@globe.life Please find attached a PDF letter and referenced attachments in response to case XXXXXXXX. Thank you, Elena M S********* Consumer Response /* (2000, 7, 2022/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was able to verify with a representative that this was due to a system issues and was resolved.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for a small life insurance policy through Globe Life. I received a letter from them dated 4/11/2022 that I was denied insurance because they were unable to obtain complete health information required. I wrote back to them on 4/19/22 requesting an explanation of why I am ineligible for life insurance. On their reply of 5/4/22 I was told that it was due to my prescription history and to obtain that information from Milliman Intelliscript and insinuating that I lied on the application. I then contacted Milliman Intelliscript for a copy of the prescription list that they sent to Globe Life, which I received. I see nothing on the list that would disqualify me. On 5/4/22 I again wrote them a letter asking what was on the prescription list that is disqualifying me and I resented the fact that they were insinuating I was lying on the application. On 6/1/22, I received another letter from Globe Life virtually stating the same thing as previously and they could not move forward with the application until I cleared the discrepancy. So, in order to find out why I am being denied and to try to clear this up, I called on 6/14/22 and spoke to **** at 2:30 PM. I was told that they couldn't give me an explanation and that they needed the copy of the prescription list to see what was on it that could be hindering me from obtaining insurance. Now, since they turned me down due to this list, wouldn't you think they would already have that in their possession. I was told to send a letter to Customer Service which I did, the same day and told them I wanted a response within 7 days or I would report them to BBB. It has now been 17 days and I have never received a response from anyone in the company, phone call or email. I have the right to know why I was turned down and no one will give me a definitive answer. Since this is a well known company I would think they would have better customer service than to just ignore my request.

  

  Business response

  09/07/2022

  Business Response /* (1000, 5, 2022/07/14) */ July 14, 2022 ****** ****** **** ********** *** *** **** ** XXXXX Re: BBB Case #: XXXXXXXX Complainant #: ****** ****** Dear ****** ******: Given the direct-to-consumer business model Globe Life employs, our Underwriting Department uses strict objective standards when reviewing an application for insurance. Based upon answers given on your application; the prescription history report provided by Milliman Intelliscript; and Globe Life's underwriting guidelines, we were unable to approve you for coverage. As stated in our previous letters, you have the right to dispute any information contained in your prescription history report by contacting Milliman Intelliscript by telephone at (XXX) XXX-XXXX or by mail at XXXXX ********* ***** **** **** *********** ** XXXXX. If you have additional questions regarding this matter, feel free to contact me directly. Respectfully, ***** ** ******* Consumer Response /* (3000, 7, 2022/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not telling me what medication is preventing my approval. They keep answering with the same information and never answer the question. I want to know exactly what medication they are referring to. I do not take any medications now at all. Some medications are prescribed for off label use, so I need to know exactly what they are referring to so I can have a chance to explain what it was used for. I already have the list of medications they received from Milliman and I see nothing on there that would prevent this. No one will give me a straight answer. Business Response /* (4000, 9, 2022/07/27) */ July 27, 2022 ****** ****** **** ********** *** *** **** ** XXXXX Re: BBB Case #: XXXXXXXX Complainant #: ****** ****** Dear ****** ******: As previously explained, based upon answers given on your application; the prescription history report provided by Milliman Intelliscript ("Milliman"); and Globe Life's proprietary underwriting guidelines, we were unable to approve you for coverage. If you are no longer taking the medications noted in the prescription report, please contact Milliman directly to dispute and request that the report be corrected. If/when the report is updated, Milliman will forward to our Underwriting Department for additional review, Respectfully, ***** ** ******* Consumer Response /* (4200, 11, 2022/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Same old response each time from this company. They evidently do not know which medication the underwriter is not accepting and no one will contact me regarding this. When I call, no one knows anything about it. You call me. I would advise anyone to stay away from this company. Terrible customer service. I can't imagine ever making a claim with this company and getting this run around. They cannot or will not give me a straight answer to my question.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have made calls to this company several times . The first call was 2/1/22 I talked to Jackie and she advised she could not help me and told me to write an email which I did. DID NOT GET A RESPONSE! The question I have is how much do I owe on a policy loan? On 2/28/2022 I called again since I did not get a response from you. I talked to Porsha she said she found to policy on your system however there was not information on the loan and again said she would send an email to get an answer and I should get an answer within the next 24-48 hours. AGAIN NO RESPONSE. 3/14/2022 called again this time I talked to Erica she said she would send a request to Accounting to get the answer and I would have an answer by3.28/2022. STILL NO ANSWER TO QUESTION. 4/20/2022 called again talked to Sequel (sp) she said she could not even find the policy on the system,, STRANGE TO ME AS 3 OTHERS HAVE FOUND IT ALTHOUGH THEY COULD NOT GET ANY THING DONE TO ANY SATISFACTION. I sent a complaint to the Insurance regulator in Texas and still have not response It appears that there is a disfunction within the company and no one can give a straight answer of follow through on anything.

  

  Business response

  08/03/2022

  Business Response /* (1000, 5, 2022/06/22) */ Contact Name and Title: Cheri Lawhon, Paralegal Contact Email: ********@globe.life Enclosed, please find copies of Globe Life's responses to a complaint Mr. Dunn also filed with the Texas Department of Insurance, which I believe are self-explanatory. I trust this information is fully responsive to your inquiry. If you should have any questions, please contact me directly.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing this request because I need help with this issue. My mother ******* ** **** purchased a life insurance many years ago when she was living here in *********** VA. The company she bough the policy is Globe Life and Accident Insurance Company, and the policy number is 006FXXXXX. My mother died in ******* South ******* in October of 2021 during the pandemic. I informed the insurance company of her death and provided them with the original death certificate. I, ******* **** am the beneficiary of the policy. They told me that they do not service policies for persons not living in the US. The policy does not say anything about this. The policy was purchased by my mother while living in the US). They asked me for a lot of documentation from her. I explained to her that because of my medical condition and the pandemic. I was not able to travel to Ecuador at the time. All her belongings were given to relatives there. I have no idea who got what. I was able to obtain her hospital record of her death, her resident green card for living in the US. Her military dependent ID card for the US Navy. I have sent all these originals to the insurance company. They still have refused to pay the policy. I do not know what else to do. I have nothing more of my mother, just pictures and memories. Please help me. I paid for her expenses and had to use credit cards that I am paying with interest.

  

  Business response

  06/17/2022

  Business Response /* (1000, 5, 2022/05/23) */ May 23, 2022 ******* **** **** Spring ******* *********** ** XXXXX Re: BBB Case #: XXXXXXXX Complainant: ******* ** **** Dear ******* ** ****: This is in response to BBB complaint #XXXXXXXX. Complaint #XXXXXXXX is a duplicate of your prior complaint, #XXXXXXXX, which the Company responded to on May 11, 2022. Benefit check #XXXXXX, representing policy benefits and interest, was delivered to you by Fed Ex delivery on May 11, 2022 (See Fed Ex delivery confirmation attached). No additional benefits are due. If you have additional questions regarding this matter, feel free to contact me directly. Respectfully, ***** ** ******* Consumer Response /* (2000, 8, 2022/05/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received the payment.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1-11-21 I paid premiums for a year. $66.54. They sent me a notice saying I didn't pay. I sent bank statement showing where it cleared my bank. Then I sent bank statements from the next 2 months showing it was not returned to me. They still say I didn't pay the premiums. They keep giving me the run around. They are subtracting monthly premiums from what is built up in the policy. 3-15-22 they told me they were sending me a check to sign and to return, but they still haven't done it. I didn't understand why they were doing this. I have contacted them every month for over a year and they have given me the run around and no solution. I want the money put back into the balance of the policy and them to mark the 12 months paid ,so I can continue making monthly payments. Policy number is #00N909838 ***** ***** for Lindsay Burton.

  

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/05/03) */ Contact Name and Title: Blythe R. B****** Contact Phone: 405-270-1104 Contact Email: brb******@globe.life Dear Ms. *****, Thank you for your complaint. Your correspondence has been forwarded to me for a response. Our records show that we received a credit card payment of $66.54 on January 7, 2021. Your Credit Card company received a dispute and placed the money back on your credit card. Then the Credit Card Company sent us a Charge-Back on February 5, 2021. Globe Life returned the funds to the Credit Card company and backed twelve months of premium from the policy. If you did not get the money back from your Credit Card Company, please contact them directly. Thank you for your time and consideration in this matter. Respectfully, Blythe R. B******

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Received an overpayment of $62.05 dated 11/16/20 made out to D. ********* instead of ********* *********. Spoke to a representative on 12/2/2020 and told them the issue. The check was sent back to the Texas address to be replaced. After numerous phone calls to representatives and supervisors dated 12/2/20, 6/18/21, 10/7/21, 10/24/21, 12/6/21, 2/18/22, 3/11/22, I finally received a copy of the supposedly signed check that was cashed but there is no signature on the check they supplied to me. I want the replacement check reissued correctly to myself ASAP

  

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/04/21) */ Contact Name and Title: Elena M S********* Contact Phone: 4052701483 Contact Email: ems*********@globe.life Please find attached a response to case XXXXXXXX for policy 00RXXXXXX. Thank you, Elena M S********* Consumer Response /* (3000, 7, 2022/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) No signature on check, I do not bank at Bank of America and I would like to know where the check was cashed. Signed Affidavit is attached. Business Response /* (4000, 10, 2022/05/05) */ Please find attached a copy of check XXXXXXX in the amount of $62.05 issued to Brigette *********. The check is being mailed via United States Postal Service to the address on file with the Company. Please contact me directly if I can be of further assistance regarding this matter. Thank you, Elena M S********* Consumer Response /* (2000, 12, 2022/05/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) An affidavit should have been sent in the first place if the company was told over and over again that I didn't cash the check

• Initial Complaint

  04/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/2/2022 Dear Sir/ Madame I applied with Globe Life Insurance Company and they are denying me coverage. Is their practice to deny life insurance because that I take Brktarvy also im unable to contact anyone in Reference to policy number 0047A9520 no telephone number is listed on correspondence dated 3/23/2022 nor is a signature. Please I hope your agency can be of assistance to me awaiting a response. Sincerely, ******** ***** *******

  

  Business response

  05/19/2022

  Business Response /* (1000, 5, 2022/04/18) */ Contact Name and Title: Elena M Sturdivant Contact Phone: XXXXXXXXXX Contact Email: ************@globe.life Please find attached a PDF response to case XXXXXXXX as well as the attachments referenced in the letter. Thank you, Elena M **********

*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. ↩