ComplaintsforGlobe Life Family Heritage Division

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 28th, 2023 I got weaseled into buying Globe ************** from a man who came into my place of business and more or less would not leave until I signed up. I cancelled my policy the next day due to being bamboozled. Turns out a year later they are still charging my account $15 a month for an ICU policy that I was not even aware i had. The customer service people (if your lucky enough to get through to them) will just hang up on you. There has been no emails or letters or any kind of statement sent to me in the past year. **************** lady says it is considered "junk mail". I feel absolutely robbed and I think this company is absolute scum. Also, why can't you leave reviews on their website, ******* or ********* I feel like if the real reviews were shown it could save somebody a lot of time and money in the future

  

  Business response

  05/08/2024

  Thank you for allowing me to respond to this complaint. 

  **************************** purchase 2 policies (see attachment) with our company which went into effect on 3/28/2023.  We received a termination request on 4/25/2023 canceling her InjurCare policy only (see attached).  Her ICU policy was drafting her account for $15.60 on the 5th of each month. We received our first phone call from **************************** on 4/10/2024 where she was given the procedures to cancel, and we received that request on 4/10/2024 and her policy was terminated. 

  The attached documents are what has been sent to **************************** for her policies since the effective date.  After further review, we will honor the date of her request of her InjurCare policy. If she has any further questions, she may contact me directly. 

  Sincerely, 

  ****** S

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

• Initial Complaint

  01/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was interested in cancer insurance. I met with the insurance agent in his home. At that time he kept showing me pictures of people getting their payout. However I was there to know what all was included in the CANCER insurance coverage. At the end of showing me pictures of others payouts he asked for my banking information. I obliged and stated that I never give anyone my account numbers. He stated this was the ONLY way for me to obtain life insurance. This cannot be the only way and I feel he did this for more compensation from his company. Instead of asking me, he kept trying to give me all 3 insurances at top level. He quoted insurance at about $300 monthly which is too much for someone under 40 years old. I ended up with cancer insurance and ICU coverage. Not because I wanted it, but because this man LIED for personal gain. They took funds from my account BEFORE ever providing me with a policy number or what was included. I was unable to cancel insurance until I received policy information. I want a refund of my money, I want that agent retrained because he was a sleeze ball. Misleading customers simply to get money. I want a refund as well as contact by the business.

  

  Business response

  02/14/2024

  In her complaint, *************************** did not provide the name of the agent in question or the dates on which her encounters with the agent took place. I reached out to ****************** via email on February 8,2024, asking her to provide the agents name, the approximate dates of her encounters with the agent, and her policy number.
  
  ****************** responded back on February 12, 2024 with agents name and dates. ****************** advised she would provide her policy number when she returned home. As of now, the policy number has not been received.
  
  I have forwarded a copy of Ms. ******** complaint to our agency department to reach out to the agent for comment. However,an extension of time is required to fully respond to Ms. ******** complaint. Such response will be provided on our before February 23, 2024.
  
  If you should have any questions in the meantime, please feel free to contact me via email at ************************************.

  Customer response

  02/14/2024

  ******************* reached out to me even after canceling my policy asking me why. My policy number was 2046124-0

  Customer response

  02/19/2024

  I am rejecting this response because:   ******************* reached out to me even after canceling my policy asking me why. My policy number was 2046124-0

  

  Business response

  02/23/2024

  Per an email from ***************************, the agent in question (*******************) is with Family Heritage Life which is a division of Globe Life. A copy of the complaint has been forwarded to Family Heritage Life for response. Please re-classify this complaint.

  Thank you.

  Customer response

  02/23/2024

  I am rejecting this response because:   Its still theyre company 

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fidelity life I got a life insurance plan for 20yrs for 760 a yr. And it was never disclosed till I got the policy that after 20 yrs **** go to ****a yr. No consideration was given and I never used the policy and would like a refund but they stated they can not refund they also securitized my agreement and our selling said security and Im not getting any consideration for funding the account

  

  Business response

  01/26/2024

  We believe that this complaint has been filed against the wrong company.  We are affiliated with *************.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a cancer policy in **** from Family Heritage with a 20 year return of premium. The paperwork I signed showed an amount for cancer, icu and total premium. I just went through canceling my policy and am told I get my premium less $2400. The $2400 is supposed to be because there was no return of premium added to the icu. Nothing in paperwork shows that I needed to add it. Nor was I told that the *** that I paid for was only for the cancer portion. I'm not the only with this icu charge and no ***. I feel this is the scam. I feel like the sales agent was trained to add icu insurance to the policy for them to make some extra money. If need be I am ready to get my attorney involved in order to get my $2400 back. Feel like I have been taken advantage of by these people. Worst mistake I ever made buying this insurance from this company and will be sure to let others know.

  

  Business response

  02/12/2024

  Thank you for allowing us to respond to this complaint.

  ******************** had two Family Heritage policies. One was an individual cancer policy, and the other was an individual intensive care (***) policy. As she mentioned in her complaint, the cancer policy included a return of premium rider that provided for a return of all paid premiums, minus any paid claims, after the 20 years.This benefit was paid to **************** by way of a check in the amount of $12,480.00.
  
  While the ******** ****** of ********* allows for a cancer policy to include a return of premium benefit, the ****** prohibits a return of premium benefit with an *** policy. The brochure and policy for the cancer coverage prominently displays an explanation of the return of premium rider. The brochure and policy for the *** coverage makes no mention of return of premium.
  
  Im so sorry if ******************** misunderstood any terms of the policy. The policies that ******************** received 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 ******************** within 10 days after You receive it for a complete refund of Premium and cancellation of the policy.

  Thank you again and if there are any additional questions, please contact me directly.
  

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

  
  

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went on Globe Life Family Heritage Division website and requested this policy be canceled and not to withdraw any additional funds and asked what the process is to get a refund as promised for not using the policy. I have not received a response. I called and spoke to a lady who said they did get my request and someone would be in touch. She also gave me an email address to email my request to, which came back invalid. They withdrew money from my account again today. I called five times and each time the line disconnects.

  

  Business response

  12/28/2023

  This complaint is regarding Family Heritage Life and we are unable to investigate the issue. Please have this complaint reclassified to **** #*****. Thank you.

  Customer response

  01/05/2024

  I am rejecting this response because:   Family Heritage is a Globe *************  Family Heritage website directs people to Globe Life.  How else should it be classified?

  

  Business response

  02/12/2024

  Thank you for allowing me to respond to this complaint. 

  ************ had a Supplemental Cancer policy with our company since 6/18/2018.  Our records indicate the first and only contact was on 12/12/2023 when ************ called requesting to cancel his policy.  He was given the procedures to cancel his policy.  On 12/20/2023, his regularly scheduled draft occurred since we hadnt received his written request but was returned from the bank as unpaid and the policy terminated.  ************ was sent a termination confirmation letter on 12/22/2023.

  Mr. Halls policy 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 6/12/1943. As of today, he has paid into his policy for 5 years and 7 months, therefore the Return of Premium has not yet matured and there is no refund.

  If ************ has any further questions; he may contact me directly.

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

  Customer response

  02/13/2024

  I am rejecting this response because as previously stated, I attempted to contact the company but was not valid.  I have not received a cancellation notice.  
  

  Hopefully **** who sold the policy is no longer with your company.  He failed to mention a time restraint to the return of premiums.  He sold the policies based on return of any unused premiums. This was told to all employees of Lancaster County who purchased policies.  This is now fraudulent business practice.  

  

  Business response

  03/11/2024

  We have attached a copy of the termination letter that was mailed to ************ on 12/22/2023, when his policy was terminated.   

  As stated in our first response, we had not received any correspondence to cancel, nor did we receive any phones calls inquiring to cancel until 12/12/2023 which is when ************ was provided the procedures to cancel.  

  We've attached a duplicate copy of **************** policy stating all information about his policy benefits, including the Return of Premium.  The policy states: Return of Premium Maturity Date, which means either the 25th Policy anniversary Date or the date when we receive 25 full years of Premium.  **************** policy contained a 10-day free look provision (see below) during which he could have examined his policy to determine if it was as he expected. Had he reviewed the policies and decided that they were not as he claims the agent described, he could have returned it for a complete refund of any premium he 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 ******************** within 10 days after You receive it for a complete refund of Premium and cancellation of the policy.

  Thank you for allowing us to respond and if you have any additional questions please contact me.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband enrolled in this insurance around a year ago. We've paid a total of $950. We tried to cancel our policy 5 days before in was due and was assured it wouldn't come out of our account. Low and behold, today, it was taken out of our account.. Unacceptable, especially since we were assured it would be canceled and no further charges would be taken. Trying to cancel is a nightmare....

  

  Business response

  12/26/2023

  Thank you for allowing me to respond to this complaint. 

  We have received an email request to cancel ************************ policies on December 1st, 2023.  Unfortunately, we did not receive the request in time to stop the draft since we require a 4-business day notice.  However, ******************** will be receiving a one-month refund for both policies which will be deposited back into his account no later than 12/28/2023 for the premiums that were deducted.  

  If there are any questions, Mr. or ********************* may contact me directly.
  
  Sincerely,
  ************************
  ************

• Initial Complaint

  11/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  11/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  10/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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 policy

  Customer response

  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

  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 response

  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 back

• Initial Complaint

  09/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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.

*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. ↩