ComplaintsforGlobe Life Liberty National Division

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Initial Complaint
07/03/2024
Complaint Type:
Product Issues
Status:
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.
I have called and canceled my policy multiple times and they have always confirmed cancellation but they are charging me every month and they dont reply to any of my emails about why they have been charging me for months for the policy that it has been cancelled since April 1.
Business response
07/09/2024
Liberty National Life Insurance Company (the Company) acknowledges ****************** complaint.

According to our records, the last monthly premium payment we applied for ****************** policy was for $158.09 on February 28, 2024.

On March 5, 2024, we cancelled ****************** policy per his request.

However, based on the bank statement *************** provided within this complaint, the amount withdrawn from his bank account on May 16, 2024 and June 18, 2024 was $159.50 for Ameritas Life, an insurance company with no affiliation to Liberty National Life Insurance Company.

As such, a premium refund is not owed to ****************. Thank you.
Initial Complaint
06/24/2024
Complaint Type:
Product Issues
Status:
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.
************************* is very aggressive he shows up to early at the wrong time hes comes off as a bull that want take no for answer. He has had run ends with myself and a few of my family members and its unfortunate because we no longer want conduct any business with him ever.
Business response
07/09/2024
Liberty National Life Insurance Company (the Company) acknowledges and apologizes for the disruptions and inconvenience that ******************************* has endured.

However, Agent ************************* had a scheduled appointment with ************************** son, and the address he was given happened to be ******************-Packers home address.

When ****************** arrived at the address he was given, ******************************* informed him that her son no longer lived with her. ******************************* contacted her son by telephone and her son provided ****************** with his home address. At that time, ****************** left ************************* home to meet with her son without incident.

Nevertheless, we placed *****************-Packers contact information on our do not contact list. Thank you.
Initial Complaint
06/18/2024
Complaint Type:
Product Issues
Status:
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.
I receive weekly cold calls from Liberty National employees. I have asked them at least 6 times to remove me from these call lists, and have talked to a live person each time. I continue to get calls and voicemails. This is pure harassment. The most recent call was received 06/18/24 from ************, employee's name was ****. I want these calls to STOP. I don't know what they don't comprehend about removing me from their call lists. My number is also on the National Do Not Call List.
Business response
06/26/2024
Liberty National Life Insurance Company (the Company)acknowledges and apologizes for the disruptions and inconvenience that *************** has endured. We have removed ***************** contact information from our system and placed her on the do not contactlist. Thank you.
Initial Complaint
06/03/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I noticed money was coming out of my account today 6/3/24 so I called my bank where they verified Liberty national have withdrawn money for my account for payments. I called Liberty national where I talked to several people. I canceled the account to stop payments. I explained to them that I canceled the policies before the final process. They told me they could not see it in the notes and transferred me to Quality. I spoke to a lady named ******** where she went in her notes and verified that the application was canceled April 11 and verified again that it was canceled March 22nd. She said they can call quality to verify account was canceled and forwarded me back to customer service where they told me I had to write a letter to try and get a refund for a policy that I shouldve never had. They make you write a letter because they know people not going to want to take the time out to go out there way for their refund. My account is now in the negatives.
Business response
06/18/2024
Liberty National Life Insurance Company (the Company) acknowledges Ms. ****** complaint.

According to the Companys records, on June 3, 2024, ************** contacted our *************************** to cancel her policies.

However, we inadvertently missed cancelling Ms. ****** policy ending in 0915.

As such, we have cancelled Ms. ****** policy ending in 0915, and we are in the process of issuing a premium refund to her for $23.57. ************** should allow 7-14 business days to receive this premium refund check.

We truly apologize for our inadvertent error and any inconvenience this may have caused **************. Thank you.
Customer response
06/18/2024
I am rejecting this response because: I cancelled my policy in April. I need a full refund. You can check with quality. They have the notes on file where I called and canceled in April. I had bank fees from where payment was not expected and was returned.
Business response
06/28/2024
Liberty National Life Insurance Company (the Company) acknowledges Ms. ****** additional complaint.

After a thorough search of the Companys records, we located Ms. ****** cancellation requests with our ****************** from March of 2024.

As such, we have processed full premium refunds for Ms. ****** three (3) policies. ************** should allow 7-14 business days to receive these premium refund checks.

Once again, we truly apologize for any inconvenience this may have caused **************. Thank you.
Customer response
06/29/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
05/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Started around March 13, 2024. I went to talk to ***************************, which after talking to him he made this career sound like I would be able to make at least $600 to $1000 a week and we set up for online studies to get my Insurance license, which they paid $150 and I paid $50. Within a week and half I took my test and passed. He told me that they would pay me for the training they do, I asked him about how much that paid and he said approximately $400 a week per training week. I went to my training on April 1, 2024 and he came to me and said that there was not enough supervisors and asked if I would come to the next training period, I asked him if I was going to get compensation for the training weeks and he again verified that I would get $400 per week of training. So I waited and while I was waiting I did some substituting at the place of employment that I had before getting conned into this insurance business. The training week arrived and during that first week of training, we had to memorized pages and pages of scripts that we had to say when dealing with people. I would say that there was 10 to 12 full pages of things that we would have to say to people, the first is when we were to call businesses and lie to them by telling them that we needed to update our records, which wasn't their records but public records. Some of the time people were very adamant about not wanting anything to do with this. Then we would go into those businesses unannounced while quoting those scripts to talk to the direct person in charge only had to be that one certain person. We could not tell what company we worked for when asked just that we needed to talk to that one person. I found this to be very unethical and not in my better judgement and decided that this was not the company I wished to work for. Now they will not honor in paying me for my training. They paid $266 but are refusing to pay the rest. This is not how a business should run and is very unethical place to work.
Business response
06/12/2024
Liberty National Life Insurance Company (the Company) acknowledges Ms. ******* complaint.

According to Agent ***************************, when **************** was hired, she asked about compensation during the training time, and he informed her that during the training process, agents are only compensated from sales made in the field. Also, it does not appear ****************** told **************** she would make a set amount of money.

After Ms. ******* classroom training, she worked one (1) week in field training, and was instructed to make telephone calls, using our home office script, to businesses on behalf of Globe Life to verity the business records were current, as well as she received compensation from the policies written that week.

As such, it does not appear any additional monies are owed to Ms. ************* Thank you.
Initial Complaint
05/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I filed a complaint against Globe life because they wont stop contacting me even though Ive asked them repeatedly to so now Globe lifes and liberty nationally Globe life partner keeps contacting me over and over again. I get phone calls from seven in the morning until seven at night, its ridiculous. It needs to stop or Im gonna try to find a way to file her a** complain about against both companies.
Business response
06/10/2024
Liberty National Life Insurance Company (the Company)acknowledges and apologizes for the disruptions and inconvenience that ************* has endured. We have taken appropriate measures to prevent unwanted solicitation by adding ************** to our do not contact list to ensure no further agents contact him in the future. Thank you.
Initial Complaint
05/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 5/23/24 I received fraudulent mail from Globe Life. They get your mortgage information and misrepresent their mail as official "Home Mortgage Account" correspondence when in fact they are trying to sell insurance.They somehow have my personal banking information which includes how much my mortgage loan is for.This mail is unsolicited and unwanted.
Business response
06/05/2024
Liberty National Life Insurance Company (the Company) acknowledges and apologizes for the disruptions and inconvenience that ************** has endured.

Please note the data used for our ******************* efforts are distributed by national compilers collecting from public record.

As such, we have removed Ms. ****** contact information from our system and placed her on the do not contact list. Thank you.
Initial Complaint
05/12/2024
Complaint Type:
Customer Service Issues
Status:
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.
I have been receiving statements from Globe Life since March of this year requesting payment for either a policy or loan, which I have neither with this company nor with Liberty National Life. The bill is addressed to myself and also to a "**************************" which is not me. Years ago, I requested general information through the mail from Globe Life regarding their life insurance policies, but I never signed up for a policy, I never took out a policy and I never agreed to a policy. I have no idea what these statements are regarding and although the "policy" or "account number" remains the same on each statement, the amount they are attempting to falsely collect from me varies. I would like this to please stop immediately as I feel that this is a scam. I have attached to this complaint copies of the correspondence I have received from Globe Life dated March 13, 2024; April 6, 2024; and May 1, 2024. Please contact me via email with any information you can provide. Thank you.
Business response
05/28/2024
Liberty National Life Insurance Company (the Company) acknowledges ************************** complaint.

According to our records, it appears we received returned mail for ************************** for a bad address.

An Accurint search was completed to locate a current address for **************************. However, it appears the search was not performed correctly, and the payor address was inadvertently changed to **************************.

************************** has been removed as payor from **************** *********** and will not be receiving any further notices for **************************.

We apologize for this inadvertent error, as well as the inconvenience and confusion this may have caused **************************. Thank you.

Customer response
05/28/2024
I am rejecting this response because: I do not have a policy whatsoever with them. It is not a matter of addresses or names. My complaint was regarding false billing. Please reference my original complaint. Thank you.
Business response
06/07/2024
Liberty National Life Insurance Company (the Company) acknowledges ************************** additional complaint.

We are unable to discuss ************************** policy with ************************* concerning the reasons for the varied amounts owed.

************************** may disregard the payment notices we inadvertently sent to him regarding ************************** policy.

Once again, we apologize for this inadvertent error, as well as the inconvenience and confusion this may have caused **************************. Thank you.
Customer response
06/09/2024
I am rejecting this response because: I am not wanting to discuss any other person's policy. I want you to stop sending me bills because I don't have a policy with you either. Stop sending bills or invoices to my address for ANYONE.
Initial Complaint
04/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have been paying Globe Life and Liberty National roughly $250/month for whole life insurance for over 20 years. I decided to swap insurance providers and filled out all the required paperwork for a 1035 exchange. Globe Life has been making up obstacles, changing their rules, and ignoring my written requests for the past 5 months. They need to stop charging me and allow the 1035 to proceed. Every time I call I get a new person who doesn't know what I'm talking about, who then lies to me about the progress of the exchange. Imagine how difficult it would've been for my kids to collect on these policies had my wife and I died...
Business response
05/13/2024
Liberty National Life Insurance Company (the Company) acknowledges ****************** complaint.

According to our records, on February 15, 2024, we received Mr. and ******************* 1035 exchange transfer requests to Lafayette Life.

On April 1,2024, we sent a facsimile to Lafayette Life advising that we only accept DocuSign signatures that must be accompanied by the certification documents, and to have the forms completed and resubmit to meet this requirement.

On April 10,2024, it appears an agent contacted us to advise that the completed forms would be sent soon, however, it does not appear we received the resubmitted 1035 exchange transfer documents.

Once we are in receipt of the resubmitted 1035 exchange documents, we will proceed with the 1035 exchange to Lafayette Life. Thank you.
Customer response
05/16/2024
I am rejecting this response because: I have personally called twice since 10 ************ ********** I was told Globe had 100% of the required documents and the transfer would be completed with no further action. They keep moving the goal posts in what they require to accomplish the transfer. Meanwhile they keep charging me for a policy I want transferred, to include starting a loan with interest against an existing policy. This is all a game on Globe's part to continue to illegally retain my money when it should have been transferred months ago. It's this type of BS that prompted me to leave this company in the 1st place, their subsidiary First Command lost a huge class action lawsuit for deceptive and predatory practices against members of the military and Globe is no different.
Business response
05/24/2024
Liberty National Life Insurance Company (the Company) acknowledges ****************** additional complaint.

Based on the Companys records, on April 1, 2024, we informed Lafayette Life by fax that we do not accept electronic signatures unless it was DocuSign and the certification documents that come with that.

On April 10,2024, an Agent from Lafayette Life contacted us to advise the request would be sent soon. We still have not received the requested documents.

On April 16,2024, it appears **************** called us and was advised the 1035 exchange documents were received and was advised it was a 30-day process, which was incorrect information. ****************** bank draft has not been stopped. That would have been because of not receiving the corrected 1035 exchange documents.

Once again,when we are in receipt of the resubmitted 1035 exchange documents, we will proceed with the 1035 exchange to Lafayette Life. Thank you.
Customer response
05/30/2024
I am rejecting this response because: If I can't call on the phone and get good information, exactly how am I ever supposed to get out of these predatory policies. When I call and am advised that nothing else needs to be done, then nothing else needs to be done. In addition Globe claims they have not stopped taking payments on my policy which is another outright lie. I have 3 policies, 2 for me and 1 for my wife. They are still charging for my 2 policies and keeping them in good standing but not my wife's. I was very specific on the phone that I want OUT of these rip-off policies but that they should keep taking the premiums until they're done milking this account like they are known to do. Yet here is the attached document that clearly shows they are taking loans out against *****'s policy to pay the premium 100% against what I told them to do over the phone. Just execute the 1035 and release my funds.
Business response
07/22/2024
According to Liberty National Life Insurance Companys records (the Company), on July 8, 2024, the 1035 exchange checks for policies ending with 2600 and 8760 were issued to Lafayette Life, f/b/o ****************************** and mailed to P.O. ******************************. It appears these checks have not been cashed and remain outstanding.

Thank you.
Initial Complaint
04/24/2024
Complaint Type:
Billing Issues
Status:
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.
I have a ICUHospital policy with Globe Life. I was in *** at the hospital for 2.5 days and then in a regular room for 2.5 days. I sent in the Billing and the written records of my stay. The billing shows 1 day in ***, but my detailed written records i was in ICU for 2.5 days. Globe refuses to pay the claim because billing is wrong even though the written records shows it is wrong. Globe Life asked for both the billing and written records, but in this case written records wont be acknowledged. ********** sold me the policy. They acknowledge the written records are correct, but Globe still refuses to pay. **** gave me all my premiums back and $400. I should have gotten $1600 from Globe according to the policy.
Business response
05/03/2024
This complaint is in reference to a policy issued by Liberty National Life Insurance Company (NAIC #*****), not Globe Life And Accident Insurance Company (NAIC #*****). Please reclassify the complaint. Thank you.
Business response
05/28/2024
Liberty National Life Insurance Company (the Company) acknowledges Ms. ******* complaint.

Based upon our records, it appears we have only received one (1) claim on Ms. ******* ICU policy for dates of service from March 21, 2024 to March 26, 2024, however, no benefits are due as the billing we received indicated only (1) day of ICU treatment, yet, according to policy language, the first day of ICU not covered for sickness.

Per the policy language, ICU confinement benefits are payable on the first day for accident and on the second day for illness. Ms. ******* claim was for heart condition, which is a sickness, therefore, no benefits due.

It further appears our claim denial is appropriate and consistent with the terms of Ms. ******* ICU policy. While we understand Ms. ******* concerns and feel empathy for her situation, the documentation confirms only (1) day ICU confinement. Since this was a sickness, confinement would be covered from day two forward. With no ICU payable, no underlying regular room and board would be payable either.

In addition, sometimes Agency Owners will provide payments to customers who have grievances for their claims. In this instance, the Agency Owner provided $400.00 to ****************, but this practice may not be done in other agent offices.

We wish *************** well in her recovery. Thank you.

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