ComplaintsforGlobe Life Family Heritage Division

• Initial Complaint

  01/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I decided to get my DNA tested to find out who my relatives are as a personal Christmas gift. I started by using Google search to find out my options & picked one that I thought I could afford. I purchased the DNA kit that came with access to the data & tools for creating my family tree. I used the site everyday hoping to find out information which I was able to find a small amount but nothing I was looking for. The package I purchased came with matching tools to help me make discoveries except I did all the work. After a month of working on my tree my access to the database is now limited. I actually have new matches to review except I am not allowed to until I purchase an additional annual service package over $200. A 1st. Month free premium trial is what came with my test. I am still waiting for the DNA results & I'm afraid that unless I pay them over $200 I will not find out. I feel like they are trying to use my DNA for extortion of money I can't afford to give them for what's rightfully mine!

  

  Business response

  03/07/2022

  Business Response /* (1000, 5, 2022/02/08) */ Thank you for allowing me to respond to this complaint. After reviewing the complaint, unfortunately, Ms. ******* has the incorrect company. We are Globe Life - Family Heritage Division. We offer Supplemental Insurance policies, such as Cancer, Heart and Accident policies to our customers. We are not affiliated with any company that does Ancestry searching or DNA testing. If Ms. ******* has any further questions, she may contact me directly. Thank you, Stacey S 440-922-5200

• Initial Complaint

  12/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  About 2 years ago, i bought 3 policies with an agent that came to my office, this agent did not explain the cancellation policy or even pointed to where I could read it myself, she was very sneaky in saying that if i never used my policy i can cancel it and get my money back in full. Well 3 months ago i canceled the policies and requested my money back, and didn't get replied. I sent 3 different emails requesting refund with no reply. I think these agents are trained to trick people into buying these polices with the promise of refunds. it is poor judgement on their behaves and should be up front with what the true refund policy is.

  

  Business response

  02/04/2022

  Business Response /* (1000, 5, 2022/01/06) */ Thank you for allowing me to respond to this complaint. Mr. ****** has a Supplemental ICU, Accident and Heart policy with our company. The effective date of his policies was 4/24/2019. His policy includes a Return of Premium which requires the policy 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 of his policies is 4/24/2044. As of 09/16/2021, when the policies terminated, he had paid into his policies for 2 years and 5 months, therefore the Return of Premium has not yet matured and there is no refund. Attached are copies of the original policies that were mailed to him. In addition, we've include the brochures for each policy. If Mr. ****** has any further questions, she may contact me directly. Stacey S. XXX-XXX-XXXX

• Initial Complaint

  12/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have had 4 supplemental health insurance policies with Family Heritage, which I purchased a couple years ago through an agent named ***** ******** In Sept. 2021 I lost my job so I contacted Mr. ******** asking how to cancel the policies since I could no longer afford them. He instructed me to write a letter of cancellation and I could text it to him and he would get them cancelled. I did this on 9/30/21. My insurance payments were still deducted from my bank acct. Oct. 1st ($123.70 total), but I attributed this to my cancellation request being late in the month. However in December the money for all 4 policies was again deducted from my acct. On Dec. 3rd I called their number on my insurance booklet XXX-XXX-XXXX and talked to Cecilia. They didn't have my name spelled correctly, nor my phone number, but eventually she found my acct. She stated they didn't receive my cancellation notice until Dec. 2nd and so the policies showed active before then but would now considered cancelled. She also indicated my insurance agent whom I'd bought the policies no longer employed with them. She said she couldn't help me getting a refund and stated I should've cancelled per procedures laid out in my paperwork. I told her I had no reason to believe the agent selling me the policies, and who instructed me how to cancel them, would misguide me. Nor did he mention to me he was no longer working with them. They did accept my cancellation notice on Dec. 2nd when they received it from my (forner) agent, even if it wasn't submitted per the procedures suggested. After denying any reimbursement of funds I asked to talk to a manager/supervisor. I was transferred to "Stacy" but only received voicemail. I left a message however she never returned my call. Somehow Family Heritgate is thinking it's ok to wash their hands of the matter and believe keeping my money is justified, even though I cancelled the policies 2 months prior and acted on good faith with their representative.

  

  Business response

  02/04/2022

  Business Response /* (1000, 5, 2021/12/23) */ Thank you for allowing me to respond to this complaint. Ms. ***** called on 12/3/2021 stating she sent a letter to her agent to cancel in September, however, we had not received her request in our Home Office. Ms. ***** sent her termination request directly to our Home Office and her policies were terminated. Her request was reviewed and honored and this has been resolved. If Ms. ***** has any further questions, she may contact me directly. Thank you, Stacey S XXX-XXX-XXXX

• Initial Complaint

  11/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  2 years ago, one of your sales agents visited my workshop. I had no insurance at the time, and, being younger and a bit naive, thought this was a great offer. However, I did ask MULTIPLE TIMES, if I could cancel AT ANY TIME and get a FULL REFUND as long as no claims were made, if I needed to. I was assured every time that I could cancel and get a full refund if I had no claims made, with no strings attached. Recently, I did put in writing to cancel my policy as well as to receive a full refund. The company did cancel my policy, which I am grateful for because I can use that extra money for things I truly need, but I have yet to receive the refund I was assured I would be getting since I have made NO CLAIMS since I've had the policy.

  

  Business response

  02/04/2022

  Business Response /* (1000, 5, 2021/12/06) */ Thank you for allowing me to respond to this complaint. Ms. ******** purchased a Supplemental Accident policy with our company. The effective date of her policy was 1/24/2020. Her policy includes a Return of Premium which requires the policy 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 of her policy is 1/24/2045. As of 10/24/2021, she paid a total of 21 months into her policy, therefore the Return of Premium has not yet matured. Attached is a copy of the original policy that was mailed to her. If Ms. ******** has any further questions, she may contact me directly. Stacey S. XXX-XXX-XXXX Consumer Response /* (3000, 7, 2021/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response. I was told at least 4 times during the time I was talking with the representative that I could receive a full refund at ANY time, as long as no claims were made. I will be passing this information along to friends and family that this company is corrupt and fraudulent, and a pyramid scheme. This is not acceptable as they are scamming innocent people out of money. I would still like a full refund, but with this response, I can already assume that they are not willing to stand up for what their representative stated when I signed up. I truly hope that the people that work for this company know what they got themselves into and hope in the future, they train their representatives better so that people don't get taken for a ride like I did. Business Response /* (4000, 9, 2021/12/15) */ We are sorry that Ms. ******** misunderstood any terms of the policy but as stated before, her policy includes a Return of Premium benefit which requires the policy to be in effect for a total of 25 years to receive the complete refund of premiums paid, minus any claims. Ms. ********'s policy contained a 10 day free look provision (below) during which she could have examined her policy to determine if it was as she expected. Had she reviewed the policies and decided that they were not as she claims the agent described, she could have returned them for a complete refund of any premium she had paid and the policies would have been voided. TEN DAY RIGHT TO EXAMINE POLICY: If, for any reason, You are not satisfied with this policy, it can be returned to an authorized agent of the Company or to Our Executive Office within 10 days after You receive it for a complete refund of Premium and cancellation of the policy. IT IS IMPORTANT that You read Your entire policy, including the application, and write to Us within 10 days if any information shown in the application is incorrect or incomplete. If Ms. ******** continues with her policy the Return of Premium will pay upon the maturity, all premiums paid into this policy minus any claims. If Ms. ******** would like to contact me I will be happy to address any policy questions. Thank you for allowing us to respond and if you have any additional questions please contact me.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been charged every month for over a year for "insurance" that I DO NOT WANT. I have tried multiple times to cancel this policy with no luck. They make it almost impossible to cancel and just keep charging you.

  

  Business response

  01/19/2022

  Business Response /* (1000, 5, 2021/11/17) */ Thank you for allowing me to respond to this complaint. As stated in their policy, we do require a written request to cancel the policy. There were no correspondence or phone calls received until 11/2/2021 when Mrs. ******* contacted our office requesting to cancel and was given the procedures. We received her request the same day, 11/2/2021 to cancel her Supplemental InjurCare policy and it was terminated. Mrs. ******* **** be receiving confirmation of her termination by mail. If Mrs. ******* has any further questions, she may contact me directly. Stacey S. XXX-XXX-XXXX

• Initial Complaint

  10/29/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We were approached at our door to take out a Cancer Policy for our family in 2001. We just had a child so wanted to protect him the best we could. We took out the Elite Plan (Return of Premium after 20 years if no claims) and went forward. After 20 years, paying $123 each month, we decided to cancel this policy. The company simply cancelled the policy with no return of premiums and no explanation of why we were not returned our premiums. I have tried to contact them with no response. (I actually was going to cancel this last year but they explained to me that it would be wise to wait another year until we met the maturity date of 20 years, to get our return of premiums.) I simply want what was promised to me when we were young and vulnerable. We've waited the allotted time and paid our premiums each month for twenty years. We've done what was asked of us. Now we want the same. Please let me know if you need more information. Thank you.

  

  Business response

  12/30/2021

  Business Response /* (1000, 5, 2021/11/15) */ Thank you for allowing me to respond to this complaint. Mrs. ******** has a Supplemental Cancer and ICU policy with our company. The effective date of her policy was 10/11/2011. Her policy includes a Return of Premium which requires the policy to be in effective for a total of 20 years to receive the complete refund of premiums paid, minus any claims. The 20 year maturity date of her policy is 10/11/2031. As of 10/11/2021, they had paid into their policy for 10 years, therefore the Return of Premium has not yet matured. Attached is a copy of the original policy that was mailed to them. In addition, we've included the email correspondence which we responded to Mrs. ******** on 10/22/2021 regarding her Return of Premium inquiry. If Mrs. ******** has any further questions, she may contact me directly. Stacey S. XXX-XXX-XXXX Consumer Response /* (2000, 7, 2021/11/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) That is completely and totally my error in looking at the incorrect dates. I apologize for any inconvenience.

• Initial Complaint

  10/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Alex B*** came to my previous job selling us insurance. I later decided it wasn't an expense I wanted to have, so I asked for his help in canceling. He told me that if I signed a handwritten note stating that I want to close my policy, and email it to him, that would suffice. I did as I was instructed. My bank account still had funds withdrawn. I contacted Alex and he assured me he would make sure it was canceled and promised a refund. It has now been four months of getting the run around of being promised he would make sure the policy was canceled, that I would receive verification, and that I would receive a refund. I want my policy canceled, I want my money back. How are the agents allowed to scam customers for extra money like this?

  

  Business response

  12/17/2021

  Business Response /* (1000, 7, 2021/10/28) */ Thank you for allowing me to respond to this complaint. In the policies for the Supplemental Insurance coverage that Mr. ****** is referring to states 'The policyowner's request to cancel must be in writing and sent to the Executive Office". Our records indicate that we have not received any correspondence to cancel nor have we received any phone calls from Mr. ****** prior to 10/1/2021 when we received an email inquiry on cancellation. Per this complaint, we have honored your policies have been terminate and your request has been honored. If you have any further questions, you can contact me directly. Stacey S 440-922-5147

• Initial Complaint

  09/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased four insurance policies from an agent of Globe life about five years ago I was told that on my 75th birthday I would get back all of the premiums I had paid to this company. I contacted them in August because my 75th birthday is September 12. When I contacted them they said that because I was not 65 or younger when I purchased these policies that I would not be receiving receiving my premiums back. For the last three weeks their legal department apparently has been investigating this and I just got a letter on Friday saying that they had denied when I claim. I have a friend who is sitting with me when I purchased these even said to her And the agent that this was like a forced savings account for me. The agent said that on my 75th birthday I could collect this money and then still continue to pay in premiums for these policies. I would like to get my premiums back in full without resorting to litigation. Please help me as much as you can thank you

  

  Business response

  12/20/2021

  Business Response /* (1000, 5, 2021/09/24) */ Thank you for allowing me to respond to this complaint. Ms. ***** purchased four supplemental plans with us that became effective on 10/21/2018. She was issued a Cancer, Intensive Care, Heart and Accident policy and Ms. ***** did confirmed she received all four policies. Since Ms. ***** was age 71 at time of sale each of her plans includes a Survivor benefit, which means upon her death her named beneficiary would be entitled to premiums paid into this policy minus any claims while the policy is in force. The Return of Premium benefit are for those who are 65 years old and under at time of sale, and this benefit is paid if you keep the policy in force for 25 years. Our policies do not contain any Return of Premium benefit that would refund you all your money back after 5 years or at age 75. I have attached copies of Ms. *****'s policies for your review and a copy of the brochure that outlines the issue age at time of sale for both the Return of Premium and Survivor Benefit. I'm so sorry if Ms. ***** misunderstood any terms of the policy and **** be happy to assist her with any policy questions. Thank you again and if you have any additional questions please contact me. Sincerely, Stacey XXX-XXX-XXXX Consumer Response /* (3000, 7, 2021/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I purchased these policies their agent told me that I would receive all of the money back that I had put in on my 75th birthday that has passed ** was on September 12 I expect the company to perform the way that their agent said that they would. I do have someone who is with me at the time that I purchased the policies who heard exactly what their agent said. I would like to resolve this in a timely manner thank you very much for your assistance. Business Response /* (4000, 11, 2021/10/20) */ Again we are sorry that Ms. ***** misunderstood any terms of the policy but as stated before her policy includes a Survivor benefit not a Return of Premium benefit. In addition, our policies do not include a Return of Premium benefit that would return all premiums after a just a few years. The Return of Premium policies pay out after 25 full years of premium payment. Ms. *****'s policies contained a 10 day free look provision (below) during which she could have examined her policy to determine if it was as she expected. Had she reviewed the policies and decided that they were not as she claims the agent described, she could have returned them for a complete refund of any premium she had paid and the policies would have been voided. TEN DAY RIGHT TO EXAMINE POLICY: If, for any reason, You are not satisfied with this policy, You can return it to an authorized agent of the Company or to Our Executive Office within 10 days after You receive it for a complete refund of Premium and cancellation of the policy. The agent that presented and sold policies to Ms. ***** is no longer with our company so we are unable to get a statement from him. However, prior to leaving the company he had no prior complaints regarding his sales practices. If Ms. ***** continues with her policies the Survivor benefit **** pay upon her death premiums paid into this policy minus any claims. If Ms. ***** would like to contact me I **** be happy to address any policy questions. Thank you for allowing us to respond and if you have any additional questions please contact me. Consumer Response /* (4200, 13, 2021/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not misunderstand the representative and have a witness who was there during the presentation. I expect the company to honor what their agent promised.

• Initial Complaint

  08/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In April of 2021, I was seen by the dr. and later diagnosed with a herniated disc in my C6, and C7. This was confirmed by a neurologist. I had submitted a claim with Family Heritage with the assistance of my agent Haylie D. The claim was denied because at the time I could not determine the cause of the injury as I am not a medical professional. After verification from the neurologist it was still denied and stated that I have "Chronic Back Pain" and the policy does not cover for chronic conditions, yet there is no medical documentation prior to this incident that shows a history of "Chronic Back Pain". After many months of trying to resolve this and the company repeatedly sending the same letter of denial and not responding to questions and requests of supporting documents for denial I made the decision to stop payment to this company for premiums. In less than one week I received a letter that our policy was canceled for non payment.

  

  Business response

  11/08/2021

  Business Response /* (1000, 5, 2021/09/02) */ Thank you for allowing me to respond to Mr. *****'s concerns regarding his claim denial. We are sorry that Mr. ***** was not satisfied with the outcome of the claim. However, we have reviewed the documentation submitted and have determined the denial was processed correctly in accordance with the policy. We did not receive sufficient proof of an accident causing the pain or injury. The claim form signed by Mr. *****'s physician verified that the condition was not due to an accidental injury and the medical records state there was no known injury. Mr. ***** has previously appealed the denial several times, and attached are copies of the response letters that were mailed to the policyholder which includes detailed explanations of the denial decision. If you have any questions or need further assistance, you *** contact our Claims Manager, Ruth ********** at (XXX) XXX-XXXX.

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