ComplaintsforGlobe Life Family Heritage Division

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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 response

  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

  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 response

  11/07/2023

  I have reviewed the business response and accept this resolution. I appreciate you getting back to me. 

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 policies

  

  Business response

  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

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I cancelled my policy and they still ended up charging me and taking money out of my account

  

  Business response

  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 response

  09/30/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  07/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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 # *******-9

  

  Business response

  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. 

  ****************
  ************

• Initial Complaint

  06/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife has called on multiple occasions and sent a letter as instructed to cancel our three policies and the company continues to charge ** each month.

  

  Business response

  07/28/2023

  Thank you for allowing me to respond to this complaint.

  As stated in Mrs. ********* policies, 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 Home Office.

  Mrs. ********* policies have terminated on 7/12/2023, due to the policyholder Revoking Authorization at her bank for the payments. A confirmation letter was sent to their mailing address shown on this complaint. 
  If she has any further questions, they may contact me directly.

  Thank you,
  ****************
  ************

  Customer response

  07/28/2023

  I have reviewed the business response and accept this resolution, although I still believe requests to terminate our policies were ignored in an attempt to collect more money from **. Thankfully, USAA doesnt play!

• Initial Complaint

  04/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a supplemental policy from this company. We never received any policy information from them. We canceled our policy and they guarantee 100% payback of all unused premiums. We never filed a claim. I have been emailing and calling them to find out about the refund of our premiums and they never respond back.

  

  Business response

  05/04/2023

  Thank you for allowing me to respond to this complaint.

  
  The Supplemental ****** that ******************** is referencing is his InjurCare ****** that became effective on 6/20/2022. A ****** was sent to the address on the application which is the address on this complaint.
  We received an email after hours on 4/13/2023 from ******************** inquiring to cancel his ******. We terminated and replied to the email on 4/14/2023 that his ****** was terminated and we also sent a confirmation letter to him by mail. ******************** will be receiving a 1-month refund of his April draft.

  
  Mr. ********* ****** includes a Return of Premium Benefit in which he will be eligible for this benefit if the ****** is in force until the Maturity Date.  The effective date of Mr.********* ****** was 06/20/2022 and his Maturity date is 06/20/2047 which is when he would receive all premiums back minus any claims. We have attached Mr.********* ******, please refer to the Return of Premium Rider section of the ****** for all information.
  

  Sincerely,
  ****************
  ************

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I maintain a life insurance policy for my daughter, and have made the following payments:2/6/23 - $106.00; 12/7/22 $106.00; 10/17/22 $90.12; 8/9/22 $90.12; 5/16/22 $90.12; 5/16/22 $90.12; 2/14/22 $90.12; 11/15/21 $90.12; 8/10/21 $90.12; 5/17/21 $90.21.**** claims that payment is past due as of 2/28/23, and the last payment received was on 2/3/23 for only $35.01. Globe claims payments are less than actually paid, or not received as actually paid.

  

  Business response

  05/05/2023

  Attached is a copy of Globe Life's 05/05/23 letter to ***************************, which is in response to a complaint she also filed with the ********** ********** of **************** I believe this response is self-explanatory.

  Customer response

  05/05/2023

  I am rejecting this response because:   I did not receive the stated refunds.  In addition, Globe did not make mention of my payments of $106 sent February 2 and received February 6, and payment of $106 sent December 5 received December 7.  I have not received any refunds of any overpayments to date.  Where were these refunds sent?  Since the account is lapsed according to Globe, please provide me reimbursement for all my payments that were not applied, in addition to recent payments that you indicate were note received. 

  Thank you.

   

  

  Business response

  05/10/2023

  Attached is a copy of Globe Life's response to ****************' rebuttal, which was sent to her today via regular mail.

  Customer response

  05/11/2023

  I am rejecting this response because:   As reflected in the attached payment history, all policies were up to date on all payments.  Why would payment for the designated account be distributed to accounts that were all up-to-date when the $106.00 payment distinctively indicated the policy number for the designated account?  Accordingly, you have just compounded the problem by overpayments of the other policies that were already update to date. If you found it reasonable to overpay the accounts that were up to date, why not overpay the intended account in the first place while knowing the payments were quarterly?  The integrity of the total situation appears to be questionable.  Therefore, I recommend just reimbursing me of all overpayments.  Thank you.

  

  Business response

  07/17/2023

  Please accept Globe Life's sincerest apologies for the delay in responding to ****************' rebuttal.  The BBB's email was not sent to our **************** until 07/14/23 and I was travelling on that date. 

  I have forwarded this matter to Premium Accounting to come up with a resolution that will hopefully be satisfactory to *****************  Globe Life will respond to the BBB on or before Friday, July 21, 2023.

   

  

  Business response

  07/20/2023

  According to our records, policy #****N2688 was cancelled 06/13/23 at ******************************* request.  While we understand ******************** concerns, Premium Accounting did follow Company procedure when processing the $106.00 premium payments received in December 2022 and February 2023.  

  That being said, Globe Life is honoring ******************** request and will refund the premiums that were applied to the other eight policies in December 2022 and February 2023.  A copy of the refund check will be provided to the BBB immediately upon receipt.

  Customer response

  07/21/2023

  I am rejecting this response because:   Globe policies and procedures only applies when it fits their own objectives and/or means.  The overpayments were applied to other policies that created more overpayments, which compounded the problem.  Why not apply the total amounts paid to the subject policy instead of distributing partial payments to existing policies that were all current?  Why apply only a one-month partial payment of the three-month payment received to the subject policy and create a reimbursement amount that was supposedly sent to a different mailing address other than the official documented mailing address?  The integrity of the whole situation just raises more questions and concerns.  It is my conclusion that Globe policies and procedures serves the company's objectives over the customer for monetary reasons.  Therefore, please cancel ALL of my policies with Globe, and I will seek insurance policies elsewhere.  

  

  Business response

  07/25/2023

  Attached is a copy of the refund check that is being sent to *************************** today via regular mail.  The amount paid represents refund of the portion of the $106.00 premium payments received in December 2022 and February 2023 which were applied to ****************' other policies.

  I trust this information is fully responsive to your inquiry. 

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The globe life insurance ******** ** customer service is a joke and give me a running around I surrender the policy 2 weeks ago and they have not done a **** thing

  

  Business response

  05/01/2023

  ************,

  Thank you for your correspondence with Globe Life, submitted via the Better Business Bureau. We regret any inconvenience you may have experienced. 

  We were able to located policy 005635575, on your life, associated with your name and address information provided. On March 20, 2023, the address was changed on policy 005635575 and a cancellation request was made. Due to the recent address change any cancellation or surrender request needed to be submitted in writing. Through March and April multiple surrender requests were sent, the first few were either unable to be opened by the Company or lacked the required "wet" signature. 

  On April 7, 2023, the Company received the necessary surrender request documentation to proceed with the surrender process. On April 13, 2023, the Company completed the requested surrender and sent the check, in the amount of $2,205.00 to yourself, ************, via ****** tracking number 619865682309.

  FedEx states that the package was delivered at 3:54pm, Friday April 14, 2023. If this package was not received please contact me directly for assistance. Two policies were mentioned in your complaint. Please provide the policy number for the additional policy so that I may be of assistance regarding any concerns associated with the second policy.

  Please contact me directly if I can be of further assistance regarding this matter.

  Respectfully,

  *******************************

  Assistant General Counsel, Legal | Globe Life
  d: ************** | f: **************
  GlobeLifeInsurance.com
  **************************************

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