Complaints
This profile includes complaints for Globe Life Family Heritage Division's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 43 total complaints in the last 3 years.
- 5 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:11/16/2023
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 am trying to cancel my policy for supplemental heart insurance. I was never told by the agent that the 100% guarantee of premium payments was after so many years. I was told I would get my money back No matter when i canceled if no claims were filed. I've been trying to get in contact with them. Via email..can't get through via phone call. I did get an email several days later saying that my policy was canceled. And I would receive information in the mail. But when I ask in a return email about the refund of my premiums. I've not received a response. after reading some of the complaints. I'm Worried now that I was not being told the truth about the 100% guarantee. The email contact said response in 24 hours but I've not gotten responses..seems like you could at least get a response or not get put on hold forever on the phone. Do they actually give premium payments back?? I was told nothing about 25 years of payments. I would just like an answer.. and i as well never received my actual policy.. just the agents flyer..thank you
Business Response
Date: 12/26/2023
Thank you for allowing me to respond to this complaint.
************** had a supplemental Heart policy with our company. This policy went into effect on 12/9/2022 and was termed on 11/14/2023. A confirmation letter was sent to ************** on 11/14/2023 and a 1-month refund deposited back to her account on 11/26/2023.
Her policy included a Cash Value Rider which requires the policies to be in effect for a total of 25 years to receive the complete refund of premiums paid, minus any claims. The 25-year maturity date would have been 12/9/2047.As of today, she has paid into her policy for 11 months, therefore the Return of Premium has not yet matured and there is no refund.
Attached is a copy of the original policy that was mailed to ************** in December 2022, which includes the Cash Value Rider (page 6) information. If ************** has any further questions; she may contact me directly.
Sincerely,
************************
************Initial Complaint
Date:11/10/2023
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.
Around June of 2021, this company came to a daycare that I worked at and offered their insurance to the staff. Being that I was only 19, I did not know any better, and I signed up for the insurance. September of 2022, I called the company to try and cancel my policy. They told me that I needed to email a written statement to cancel my policy, so that is what I did. The written statement was sent to them on September 6th, 2022. I never got a response to my cancellation. I was able to get ahold of them at one point, and they told me they were unable to find either one of my policy numbers in their system. Since then, I have called multiple times trying to figure things out, and I am never able to get a response. I have even tried to contact the person who sold me the insurance, as he gave me his phone number when I signed up incase I had any problems. It is now November of 2023, and this company is still charging my account each month. I ended up calling my bank to block the payments, but am upset because the bank is only able to refund me up to 60 days. I have tried contacting the company about a refund for at-least the past year they have been charging me, being that I sent the cancellation September of last year. I have not been able to get in contact with anyone regarding this issue.Business Response
Date: 11/29/2023
Thank you for allowing me to respond to this complaint.
****************** has a supplemental InjurCare and ICU policy with our company which were effective as of 5/25/2021. As stated in her policy, we do require a written request to cancel the policies.
Our records indicate that we have not received any correspondence to cancel nor have there been any phone calls that we have received from ****************** to our ************ I will cancel her policy per this complaint since we did not receive a written letter from her. We will honor the request as from the date of this complaint. She may forward her email to our *********** for further review to *************************************
If there are any questions, ****************** may contact me directly.
Sincerely,
************************
************Customer Answer
Date: 12/07/2023
I am rejecting this response because:
On November 29th, 2023 at 12:00PM, I spoke with ****** regarding the proper steps to follow to get the refund process started. Per her guidance, I emailed verification of the original cancellation email from September 6, 2022. It has been one week, and I have still not received acknowledgment of the documentation, or communication on how the refund process will work. I also have not received any confirmation that my policies have been cancelled.Initial Complaint
Date:10/28/2023
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 took out an accident policy and a intensive care policy with Family Heritage ************** and I was told that if I canceled I could get a refund of the premiums I have paid I have paid premiums from 2/20/23 to 9:203 I have tried to contact them several times through email and have yet to get a response all I would like to know is if I will get a refund and if so when and how will it be distributed Policy# *******-5 I did receive written notice that they had terminated my policy after having received my written request to terminate the policyCustomer Answer
Date: 10/28/2023
The globe life family heritage policy i filed a complaint about isnt tecas division its ****
Po box ******* ********* ** 44147
************
I wasnt aware it was autocorrected until i had submitted it.
Business Response
Date: 11/29/2023
Thank you for allowing me to respond to this complaint.
****************** had a Supplemental InjurCare and ICU policies from ***************.
Her policies included a Return of Premium Rider which requires the policies to be in effect for a total of 25 years to receive the complete refund of premiums paid, minus any claims. The 25-year maturity date would have been 01/2048. As of today, she has paid into her policy for 10 months, therefore the Return of Premium has not yet matured and there is no refund.
Attached is a copy of the original policies that were mailed to ******************. If ****************** has any further questions; she may contact me directly.
Sincerely,
************************
************Customer Answer
Date: 11/29/2023
I am rejecting this response because: I was told by the insurance representative that I signed up with that I was going to get my money back if I canceled my policy he did not explain it in a matter where anyone would understand that it took 25 years before you could get your money back if you canceled this policy they need to be clear on this policy it seems this company's Representatives are not straightforward in how they are representing the policy and it's misleading therefore I feel like this business has taken advantage of me took money and then when I decided I didn't need it because I told the representative to begin with that I already had insurance through my company he assured me if I change my mind I would get my money backInitial Complaint
Date:09/25/2023
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.
After my mother passed in 2021 I have repeatedly contacted this company to stop sending letters to my address with her name on it. She had a life insurance policy which they paid out so they are fully aware that she is deceased, but still will not stop sending letters to renew her children's life insurance ploicies.Business Response
Date: 10/06/2023
We appreciate ****************** bringing this matter to our attention. His name and address has been added to our Do Not Mail Register. If he would provide us with the name of his mother or her policy number, we can add her name to the Do Not Mail Registry. ***********************************.Customer Answer
Date: 10/14/2023
I am rejecting this response because: I am still receiving mail addressed to my deceased family member, for whom Globe life paid out an insurance policy and have record of such as they require a death certificate for disbursement. I have continuously received mail, regardless of how many time I have contacted this business, and have received mail as recently as today 10/14/2023.Initial Complaint
Date:09/12/2023
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.
This company is a joke and they have sales reps working for them that has zero clue as to what hes actually selling. And their customer service team are poorly trained and just outright rude.In February of 2023, I was approached by a sales rep who was very much aware that I was pregnant. I was interested in what he was selling, especially when he mentioned their hospital indemnity policy. Our whole conversation revolved around this policy and the main reason I signed up. He made me believe I would qualify for the $300 a day that I was in the hospital. He even sold me on the premium plan. This sales rep followed up many times to see how it was going with filing my claim and even called customer service for me to check on the status. When I was denied, I reached out to him to see what he had to say and little did I know, he actually didnt know what he was selling me. I have proof of him admitting that he didnt know all the details of this specific policy. So I started the process of canceling this insurance by sending in a letter to them, requesting to cancel and a refund on all money I had paid to them due to false advertising. I was informed by phone that I was supposed to receive my policies in the mail explaining all that I was paying for but I did not receive anything. If this sales rep was doing his job right, he would be knowledgeable of all policies prior to selling them to anyone. He told me a personal story about how a friend of his signed up for this insurance just 1 day prior to his wife giving birth to their twins and they were approved for the claim they filed. He didnt think to mention that they were signed up for a completely different policy then me. He was just trying to get a payout and didnt care at all that he was scamming me. Ive called many times to try and get my money back and Ive gotten ZERO response. This is the worst company ever and Im at a loss as what to do now. I just want my money back. Dont ever sign up for this company!!Customer Answer
Date: 09/27/2023
This company is not taking responsibility for their employees. Not even the manager reviewing my case had the decency to follow up with the outcome. *** sent them a letter along with many emails and they claim to have only received 1 of my emails out of all the attempts to contact them. They are shady and I am willing to take this legal if they decide not to do the right thing.Business Response
Date: 11/07/2023
Thank you for allowing us respond to this complaint and apologize for the delay with our response. **************** claim unfortunately was not payable due to the terms of the policy however after reviewing the information provided by ************** we are granting a full refund on her Hospital Indemnity plan, and due to our late response, we are also honoring a refund on her ************** and Accident plans as well. A refund check in the amount of $742.40 will be mailed to ************** tomorrow Wednesday 11/8/2023 to our home address.
Please contact me with any questions.Thank you,
************************
************
Customer Answer
Date: 11/07/2023
I have reviewed the business response and accept this resolution. I appreciate you getting back to me.
Initial Complaint
Date:09/11/2023
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 have been trying to contact this company for 3 months to cancel services. I have left 2 emails and phone messages to be contacted and have not received and response from the company. The monthly fee is expensive and I no longer wish to pay for services. The past 2 times I have attempted to make a claim I was denied so i will use another supplementary insurance service. I wish to cancel all policiesBusiness Response
Date: 09/29/2023
Thank you for allowing me to respond to this complaint.
**************** has 2 supplemental insurance policies with our company. It states in Ms. ******* policy that we require a written request to cancel policies.
We received 2 emails from ****************, the 1st on 6/20/2023 and the 2nd on 9/27/2023 inquiring to cancel her policies. We responded to her emails with the cancellation procedures each time.
As of today, we have not received Ms. ******* written request to cancel. I will cancel her policies per this complaint since we did not receive a written letter from **************** and we will honor the date of her request. She will receive confirmation to the mailing address.
If further assistance is needed, please contact me.
****************
************Initial Complaint
Date:09/08/2023
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 cancelled my policy and they still ended up charging me and taking money out of my accountBusiness Response
Date: 09/29/2023
Thank you for allowing me to respond to this complaint.
************** had 2 supplemental insurance policies with Globe Life Family Heritage. We received an email from her agent with her request to cancel the policies on 8/30/2023 and they were terminated, however, it was too late to stop her draft on 9/1/2023. There was a 1-month refund for each policy that was in credited to her account on 9/24/2023.
If she has any further questions, she may contact me directly.
****************
************Customer Answer
Date: 09/30/2023
I have reviewed the business response and accept this resolution.Initial Complaint
Date:08/23/2023
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.
A friend of **************** that I knew, ***********************, pressured me into buying insurance policies from ***** so that ****** could have the claims money for himself. I had to pay about $55 per month which is more than I can afford on my limited income. I paid a total of $660 ($55 per month) before dropping the policy in 2020.Business Response
Date: 09/29/2023
Thank you for allowing me to respond to this complaint.
************ had 2 supplemental insurance policies with our company. We received his written request to cancel his policies on 8/17/2020 and they were both terminated.
His policies included a Return of Premium Rider which requires the policies to be in effect for a total of 25 years to receive the complete refund of premiums paid, minus any claims. The 25-year maturity date is 9/13/2044 for both policies. The policies went into effect on 9/13/2019 and were paid through 9/13/2020, the Return of Premium has not matured and therefore there is no refund.
Attached is a copy of the original policies that were mailed to ************. If ************ has any further questions, he may contact me directly.
****************
************Initial Complaint
Date:08/16/2023
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 have contacted customer support they said they canceled and I still got charged, the other reviews are having the same problem I am I just want my money back didn't know this company is scamming people.Business Response
Date: 11/29/2023
Thank you for allowing me to respond to this complaint.
************** had a supplemental InjurCare and ICU policies with our company. These policies went into effect on 7/8/2022 and were termed on 8/11/2023 per an email received by *************** A confirmation letter was sent to him on 8/11/2023 (see attached) as well as a response to his email.
As of today, Mr. ****** policies are terminated. If further assistance is needed, please contact me.
****************
************Initial Complaint
Date:07/24/2023
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've been trying to cancel my family heritage cancer policy for months now. I've called and they tell me to send an email canceling my policy. I've done this several times after calling several times for the email address for each one to come back saying it's not a valid email. I just want to cancel and it's been harder than anything I've had to deal with. Policy # *******-9Business Response
Date: 11/29/2023
Thank you for allowing me to respond to this complaint.
****************** had a supplemental Cancer policy with our company. This policy went into effect on 10/24/2021 and was termed on 8/31/2023. A confirmation letter was sent to ****************** on 8/31/2023.
As of today, ********************** policy is terminated. If further assistance is needed, please contact me.
****************
************
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