ComplaintsforGlobe Life Family Heritage Division

• Initial Complaint

  04/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have called several times to cancel my policies. Every time I called I had been left on hold for several minutes. when I eventually spoke to some one, I was told I would receive an email with a cancellation form to comple. I never receive that eamil. When I called back I was asked for the last four of my social security number, which I gave. was then told that did not match what they had so would not be able to cancel my policies. Before I spoke to last person I was told I would get a refund of $308.95. I don't know what is going on but I want to can and get the refund I was told I was entitled to,

  

  Business response

  04/25/2023

  Our office has been unable to locate a policy by this name.  Please provide the name on the policy, the policy number, and the company the policy is with.

   

  thank you

  Customer response

  04/25/2023

  The company name is ******************************* Insured name: *********************** Policy Number:15953298  Plan: Life Premium: $38.60

                                                                                           Insured name: *********************;  Policy Number: 15953299  Plan: Accident   Premium: $35.75

  I called several times to cancel these policies. I was told I was owed $308.95 when cancelling.

   

  Customer response

  04/25/2023

  I am rejecting this response because:

  I requested cancellation and was told I would be sent a cancellation form, but I never received it. 

  The company name is ******************************* Insured name: *********************** Policy Number:15953298  Plan: Life Premium: $38.60
                                                                                           Insured name: *********************;  Policy Number: 15953299  Plan: Accident   Premium: $35.75
  I called several times to cancel these policies. I was told I was owed $308.95 when cancelling.
  
  

  

  Business response

  04/27/2023

  Policy ******** has been surrendered.  The cash value will be deposited directly to your bank account within 3 business days.

  Policy ******** has been cancelled.

  We appreciate your patience in this matter.

   

  thank you

  

  Business response

  04/27/2023

  Policy ******** has been surrendered.  The cash value will be deposited directly to your bank account within 3 business days.
  
  Policy ******** has been cancelled.
  
  We appreciate your patience in this matter.
  
   
  
  thank you

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for family heritage life insurance, at my place of employment in ************, *******. I spoke with the life insurance representative, and he told me that the appeal to this company in specific is the return of deductible that they offer. He reassured me time and time again that if I never used any of my premiums that I can get them back at any point in time. So I called to cancel and get my refund and the lady said I couldn't because I had to have the insurance for 25 years. I would have never signed up or continued to pay for over a year if that was the case. I see that global life insurance doesn't offer that however, family heritage does and it just happens to be a sister company of global life. I see that there are multiple negative reviews on the Better Business Bureau and the only reason they have an A+ is because they respond to every inquiry. I want a call back at ************ for a refund, if I don't get that I will go to the bank and report fraud.

  

  Business response

  03/28/2023

  Thank you for allowing me to respond to this complaint.

  ******************** had a supplemental InjurCare policy with a Return of Premium Benefit that went into effect on 3/5/2021.  We received her written request to cancel on 2/21/2023 and the policy was terminated. 

  As it states in ********************** policy, the Return of Premium maturity date means either the 25th Policy Anniversary Date or the date when we receive 25 full years of premium. Policy went into effect on 3/15/2021 with the maturity date of 3/5/2046 when she would have received all the premiums paid minus any claims. There is no refund on this policy.

  I reached out to ******************** by phone, but was unsuccessful. She may contact me directly for any further questions.

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

• Initial Complaint

  03/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have tried to cancel my two policies multiple times now. I have called twice and when I have, both times I received different responses on how I should go about canceling. This was the first sign to me that it wouldn't be very easy to cancel and the customer service may not be very good. I then proceeded to send them an email with a written letter stating I would like to cancel, as I was asked to do so. I was then charged again on my bank account after this so I called back and AGAIN was told how to cancel and that they must have not gotten my email. I'm sorry but come on there's no way my email wasn't received and I have proof to show I sent it. I am expecting to get my last 2 payments refunded.

  

  Business response

  03/20/2023

  Thank you for allowing me to respond to this complaint.
  
  **************** has 2 supplemental insurance policies with **. His InjurCare and ICU policies went into effect on 4/19/22. Our records indicate that **************** contacted our office by phone on 1/31/23 & 2/1/2023 to cancel. He was provided the procedures to cancel and as of today, we have not received ******************** written request to cancel.
  
  Please forward your email with your attached termination request to *************************************, or you may fax to ************ or mail to PO Box ****** ********* ****, ***** and we will be happy to terminate the policies and review the payments.
  
  **************** may contact me directly with any questions.
  
  Thank you,
  ****************
  ************
  

  Customer response

  03/26/2023

   
  Complaint: 19844016
  
  I am rejecting this response because:
  I have proof that I sent in a written letter over email to the address that was given in your response. I sent in another email today I expect it to be canceled and refunded for my last 2 payments. This was talked about over the phone after I sent my first email in to cancel.
  Sincerely,
  
  *******************

  

  Business response

  05/04/2023

  We have reviewed ******************** complaint and we will honor his request to cancel his policies from when he first contacted ** in February.  He will receive a confirmation letter of the termination by mail.  Again, if **************** has any further questions, he may contact me directly. 

  Thank you for allowing ** to respond. 

  Sincerely, 

  ****** S

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

• Initial Complaint

  12/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for their injury policy a year ago. I was aware of the price and was okay with it. I have since tried to cancel my policy over the phone and through email and globe life is still charging me for their services. I gave them both of my account numbers and they have refused to cancel the policy's. I should be able to call a company and cancel over the phone. Or through email to their service email. I was told on the phone I had to email and I did. And they told me I have to fax them a signature for them to cancel it. That doesn't make sense. Policy Number ******************* I have included my email conversations with the company. It has now been 6 months of 61 dollars a month being taken out of my checking account. I called multiple times with no responses. I met someone in person for it. And still nothing has been done. Thank you for your help. I don't want a refund for the whole time but atleast for the last 6 months that I have not been able to cancel.

  

  Business response

  03/17/2023

  Business Response /* (1000, 5, 2022/12/20) */ Thank you for allowing me to respond to this complaint. As stated in Mr. **** policy, we do require a written request to cancel the policy. Mr. *** contacted our office by phone on 10/6/2022 and was given the procedures, policy numbers and email to submit his written request. We then received an email that Mr. **** wanted to cancel his policy, however, there was no written request included therefore the procedures were emailed to Mr. **** As of today, 12/15/2022, we have not received his written request authorizing the cancellation of his policies. I will cancel his policies per this complaint since we have not received any correspondence from Mr. **** to cancel the policies. If Mr. **** has any further questions, she may contact me directly. ****** ** XXX-XXX-XXXX

• Initial Complaint

  11/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've been trying to cancel my policies for over a year now. I continue to call and contact them, I've sent letters in, and they still continue to take money out of my account.

  

  Business response

  02/16/2023

  Business Response /* (1000, 5, 2022/11/28) */ Thank you for allowing me to respond to this complaint. We received a phone call from Ms. ****** on 8/19/2020 and 6/14/2021 inquiring to cancel. Ms. ****** was given the procedures, however, no correspondence was received. We received an email on 11/14/2022 from Ms. ****** inquiring to cancel her policies and we responded with the procedures. We received her written request on 11/14/2022, and the policies were terminated. We responded to Ms. ******' email confirming the termination of her policies and a termination letter was also mailed to Ms. ******. If further assistance is needed, please contact our office at XXX-XXX-XXXX

• Initial Complaint

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2 months prior I called and texted the rep to cancel the policy. This is the third month I called them and took 3/4 different time to get a person spent 30 minutes trying to get someone only to find out the lady hung up on me because I got upset. After 3 months of dealing with the company steal 36$ out of my account I swore. Only to find out I need to write a letter to cancel my insurance?? The rep couldn't of told me that 3 months ago? I'm a Minnesota resident insurance policies can cancel any time without notice nor explainable that's part of the law. I was never sent ANYTHING about the paperwork or account number or anything of that matter. This place is a ponzy scheme stay away

  

  Business response

  10/12/2022

  Business Response /* (1000, 5, 2022/08/23) */ Thank you for allowing me to respond to this complaint. The Supplemental policy that Mr. ****** is referencing is his Accident policy that became effective on 08/04/2020. Mr. ******'s policy was sent to him at the address he provided that is listed above on 8/5/2020 (see attached). As stated in his policy, Globe Life-Family Heritage requires a written request for termination. Our records indicate that we have received 1 phone call from Mr. ****** on 8/8/2022 in which the same procedures to cancel were provided to him. As of today, 8/22/2022, we have not received any correspondence to cancel his policy. I will cancel his policy per this complaint since we did not receive a written letter from him and confirmation will be mailed directly to Mr. ****** to the same address. Thank you Stacey S. XXX-XXX-XXXX

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to cancel my insurance with Family Heritage for 5 months now, I have emailed my statement that I'm no longer interested, I have faxed statements to them with my signature and yet they still are charging me.

  

  Business response

  07/20/2022

  Business Response /* (1000, 5, 2022/06/07) */ Thank you for allowing me to respond to this complaint. Ms. ****** had 2 supplemental insurance policies with our company. We received the first notification from Ms. ****** which was a termination request to cancel her ICU policy, XXXXXXX-X on 3/9/2022 and it was terminated. The second notification that was received from Ms. ******' was for her Cancer policy, XXXXXXX-X on 4/20/2022 and that was also terminated and she was issued a refund which was deposited to her checking account on 5/13/2022. Both policies for Ms. ****** have been terminated and termination letters were sent to Ms. ******. If further assistance is needed, please contact our office at 440-922-5222

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Insurance agent came into my job. I set insurance up and we chose my next payday for the money to be charged to my account. The agent did not disclose that they would pull the money three days after I signed up even though it was NOT the day we chose together. I did not have money in my account when they pulled it and my bank sent me overdraft fees because of it. I got with customer service to get my money back but it has been two months. I was approved for the "refund" after I provided bank statements and proof that they incident occurred. I have gotten the run around for two months now. I need my money back. It is ridiculous that it has taken this long for nothing to happen. I am disgusted with the way this company handles situations like this. Maybe if they trained their employees better, they would not be having to correct this kind of issue. I was not properly informed and it led to all of this.

  

  Business response

  06/01/2022

  Consumer Response /* (2000, 5, 2022/05/06) */ The business got in touch with me yesterday and I finally got my check in the mail. I believe it came before my complaint had finished filing with the BBB. I misunderstood what she said last week about it being deposited to my account. It still took entirely too long for me to get my money but they did pay me the $75. I am mostly satisfied with the turnout. Sent from my iPhone

• Initial Complaint

  04/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  called agent lacy M, 3 times left voice mails no reply between February and March also sent her an email 2/1/22 and resent 3/1/22 no reply's. emailed globe life corp 4/ 15/22 got email back saying they would respond no response. called corp number 4/20 @230pm no response from voice mail left, call today 4/26/22 left a voice mail again 1:50pm. i have been trying to get policy files sent to me to look them over and compare to a different company though new employer. this has been over course of 30+ days ill be going though a different company due how horrible this company is to get ahold of and actually get someone call you back or to even email back.

  

  Business response

  06/15/2022

  Business Response /* (1000, 5, 2022/05/11) */ Thank you for allowing me to respond to this complaint. We are sorry you were unable to reach your agent, Lacey Marshall, however, Ms. Marshall is no longer an agent with our company. We received the first notification from Mr. ****** by voicemail at the Executive Office on 4/26/2022 inquiring on cancellation of his policies. We returned his call on 4/27/2022 with a detailed voicemail on the cancellation procedures. As of today, we have not received a request. I have attached copies of his policies for review. If he wishes to cancel the policies, he may contact me directly, and I will be happy to assist him. Stacey S. 440-922-5222

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October, I expressed interest in several supplemental policies with an agent working for Globe Life Family Heritage Division. They used my iPad to sign me up for policies but they were far more expensive than I thought, over $200 a month. The agent didn't tell me what the final price would be and I didn't find out until I received a copy in the mail weeks later. I tried to get in touch multiple times and had no success. They took money from my account on December 1 and January 1. I would like all 4 policies cancelled and a refund for both December and January withdrawals.

  

  Business response

  04/06/2022

  Business Response /* (1000, 5, 2022/02/16) */ Thank you for allowing me to respond to this complaint. As stated in Mr. ****'s policy, we do require a written request to cancel the policy. There has been no correspondence or phone calls received inquiring cancellation of his policies. Mr. **** was sent his policies, which he stated he received. His policies include the cancellation procedures as well as a 10 day free look provision during which he could have examined his policies and if he was not satisfied with the policy, he could have returned it to an authorized agent or the Executive Office within 10 days after he received it for a complete refund of premium and cancellation of the policy. The client also received an acknowledgement of application in an email when the application was submitted. The acknowledgment states the product type, initial premium draft date, monthly premium amount and monthly date of automatic withdraws. Mr. ****'s policies have been terminated as of 2/3/2022 due to the Stop Payment he made at his bank and no refund is due. If has any further questions, he may contact me directly. Stacey S. XXX-XXX-XXXX Consumer Response /* (3000, 12, 2022/02/25) */ The email showed up in my spam folder and I didn't find it until 2/25. I'm not satisfied with the company response. If they don't issue a refund I will file complaints with the Department of Insurance, against both the company and the agent. Business Response /* (4000, 14, 2022/03/14) */ Mr. **** is listed as the writing agent on his personal policies. He received an email for each application submitted to our office on 10/18/2021, and Mr. **** received policies in the mail for each plan that included a copy of the application. As an Agent for Globe Life Family Heritage Mr. **** would also have reports and alerts informing him of policies issued to him as the writing agent. As of today we have no record of Mr. **** contacting us regarding these plans. The policies have all been terminated and no future deductions will be drafted from his bank account.

*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. ↩