ComplaintsforGlobe Life Liberty National Division

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They charged me different amounts every month. They never gave any information on my policies just a letter stating my child's policy was approved but according to my agent hers wasn't active. I was never told when or how much would be taken out of my checking account. I called them to cancel my policies and get a refund and they told that they couldn't give me a refund as the payment had been processed. Which is bs.

  

  Business response

  05/02/2024

  Liberty National Life Insurance Company (the Company) acknowledges ********************** complaint.
  
  According to the Companys records, on February 22, 2024, we mailed ******************** a letter indicating the monthly premiums were miscalculated for her policy ending with 1448 and the monthly premiums were adjusted to $56.74.  Since ******************* submitted an initial payment of $38.02, we waived the initial balance of $18.72.
  
  On April 9, 2024, we received the last premium draft for ********************** policies ending with 1448, 1449 and 2004; then on April 17, 2024, we received her request to cancel her policies and mailed her letters notifying of same.
  
  Based on our records, there does not appear to be any correspondence, nor telephone calls, prior to April 9, 2024 from ******************** requesting to cancel her policies, therefore, it does not appear any refunds are owed to her.
  
  Thank you.

  Customer response

  05/02/2024

  I never got anything from them and now today the policies are showing up in my mail box. And of course I never called because I didn't think anything about it. Then I had 2 different amounts come out on 2 different days. I thought the $25.50  was all that would be taken out as it was the only thing taken out in March. So how was I to know because I never received anything stating what when or how things would be taken out of my account.

  Customer response

  05/02/2024

  I am rejecting this response because:   I was never given any paper work on my policies. Different amounts have been taken out of my checking account since February. How was I to know what when or how things were going to be taken out. And it's quite funny as I have three letters coming in the mail to my house from global life. So yes I think a refund it warranted as I have nothing that says what is coming out of my checking account. 

  

  Business response

  05/09/2024

  Liberty National Life Insurance Company (the Company) acknowledges ********************** additional complaint.
  
  In February and March of 2024, we mailed ********************** policies to her indicating the monthly premiums to *****************************************************************************, which was the address on record.
  
  On April 17, 2024, we mailed ******************* the cancellation letters also at the address of ****************************************************************************
  
  However, within this BBB Complaint, ********************* address changed to ******************************************  Based on our records, there does not appear to be any correspondence,nor telephone calls, from ******************** requesting to change her address.
  
  Once again, it does not appear any refunds are owed to ********************.
  
  Thank you.

  Customer response

  05/09/2024

  I am rejecting this response because:   nothing was mailed to me and I told my agent that I had moved. He was to update my policy. Also he wanted to discuss something about my policy but was unable to meet when he needed and would not discuss it over the phone. Not sure why. But like I have said from the the beginning I HAVE NEVER RECIEVED ANYTHING STATING ANYTHING ABOUT WHEN WHERE HOW OR HOWMUCH WOULD BE WITHDRAWN FROM MY CHECKING ACCOUNT. THEY ONLY THING I HAVE RECIEVED WAS A LETTER STATING MY DAUGTHERS POLICY WAS APPROVED BUT WAS TOLD BY MY AGENT THAT HERS WAS INACTIVE. SO YES I FEEL ENTITLED TO A REFUND AS THIS COMPANY IS A SCAM. 

  

  Business response

  05/28/2024

  Liberty National Life Insurance Company (the Company) acknowledges ********************** further complaint.
  
  After visiting with Agent ***********************************, in February of 2024, he met ******************** at Starbucks.  ********************** informed ******************** once she moves,to contact our *************************** to update her new address.
  
  On April 8, 2024, ******************** informed ********************** that she had moved and provided her new address to him.
  
  On April 11, 2024, ******************** informed ********************** that she wanted to cancel her policies.
  
  Again, there does not appear to be any correspondence, nor telephone calls, prior to April 9, 2024 from ******************** requesting to cancel her policies, therefore, it does not appear any refunds are owed to her.
  
  Thank you.

  Customer response

  05/28/2024

  I am rejecting this response because:  I was told the polices would be in the mail. I didn't get them until after I filed this complaint. I wasn't told a set amount would come out of my checking account. I paid 100 and something dollars when I signed up for these policies. Every month after that was a different total. I feel I was scammed by this company and am due a refund as there was no set total or any paper work to back up their claims that I'm not due a refund. Sounds and smells like a lawsuit.

  

  Business response

  06/05/2024

  In February of 2024, Agent *********************************** advised ******************** to contact Liberty National Life Insurance Companys (the Company) *************************** to update her new address once she had moved.
  
  In February and March of 2024, we mailed ********************** policies to her address on record at ************************************
  
  Although ******************** informed ********************* of her new address on April 8, 2024, it does not appear she called our *************************** to update her new address, and we were unaware of ********************** new address until the first BBB complaint was received on April 23, 2024.
  
  Notwithstanding, the last bank draft on ********************* policies was April 9, 2024 and her policies have been cancelled.
  
  There does not appear to be any correspondence, nor telephone calls, prior to April 9, 2024 from ******************** requesting to cancel her policies, therefore, no premium refunds are owed to her.
  
  If ******************** wishes to have a copy of her policies, we would be happy to mail them to her. 
  
  Thank you.

  Customer response

  06/05/2024

  I am rejecting this response because: I feel I'm due a refund how many times do I have to say it. This company are scam artist that take people's money without being told what will be charged. I had my mail forwarded to my new address. I have received that the policies were canceled but I am yet to receive the policies stating what I would be charged and when. I just want my money back. They could at least do that since I never got the policies stating any of this. They are a scam company out to take people's money

• Initial Complaint

  04/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Over the last month I have been contacted multiple times daily by this company attempting to get me to reinstate my policy. I have explained to multiple customer service reps that it was intentionally canceled, I do not wish to renew the policy, and that I wish to be removed from their call list. They now call from private numbers, so I can't even block them anymore. I simply wish to stop receiving calls from this company and don't appreciate being lied to that the situation has been taken care of, when clearly it hasn't.

  

  Business response

  04/30/2024

  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 retention telephone calls by adding **************** to our do not contact list to ensure that no further Customer Retention Representatives contact him in the future. Thank you.

  Customer response

  04/30/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been paying liberty national-globe life 72 month they just raised it to 80 dollars a month since 2009 on whole life policy just built up enough equity to borrow 4500 from myself I mailed request on the 15th of February from the post office was told 10 business days it is now 22nd of March over a month I call again girl tells me That I installed wrong policy number not even close to my number checked wrong box I ran a copy off they lied to cover their selves now will be another month over 2 months and they claim 10 days this company is terrible and would have never called said anything just a jackass company Globe Life extremely irritated with their lies.

  Customer response

  03/23/2024

  I am going to drop it they are a big company I was mad because I felt they treated me wrong but it makes no difference .

  Customer response

  04/05/2024

  First off get the address right ****************************************Globe Life has now had 5 employees lie to me ,I recorded the last two who told the same exact lie what was suppose to be 10 days to borrow my own money paying in since 2009,35cdays after sending in request for 4500 loan against my own money whole life,the girl tells me that I put wrong insurance number in at wrong address LIE, so we got everything sorted out I thought she said 48 hours a check would be cut 20 days later another girl calls and uses same exact LIE sent check to wrong address just more bs  so now 2 months no check just more lies they should be held accountable for lieing and scamming their customers now Zi want all my money that I have paid liberty national not scandal lie Globe Life when I do die are they going to scamm my kids like they are doing me right now.

  

  Business response

  04/12/2024

  Liberty National Life Insurance Company (the Company) acknowledges Mr. ******** complaint.
  
  According to our records, Mr. ******** monthly premiums were moved from bank draft to monthly premium notice in December of 2023, which caused a $4.26 premium increase.  There is a discount for customers who pay monthly premiums via bank draft.
  
  Additionally, on February 21, 2024, we received Mr. ******** loan request, yet an incorrect policy number was entered on the loan request form.
  
  On March 19, 2024, we issued Mr. ******** loan check, however,due to an inadvertent clerical error, we mailed it to the address on record,which was his old address on ********** **************** loan check has been cancelled and we have updated our records to reflect Mr. ******** current address on Private Road.
  
  Today, April 12, 2024, we reissued Mr. ******** loan check and sent it via Federal Express Priority Overnight (Tracking No. 775929387733).  ***************** will receive by Monday, April 15, 2024.
  
  We apologize for any inconvenience and frustration this may have caused ******************. Thank you.

  Customer response

  04/14/2024

  Please this is just one lie after the other I spoke with two girls since then still no check it has been 90 days they have no problem sending the bill to the right address just can't send a check to the right address what I was told 10 days has now been 90 days still no check,they have no more excuses or anything but bad business that's all this is plain and simple been paying them since 2009 and they raised the rate 100 dollars a year this year .

  Customer response

  04/20/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Simply put, we made a ****** loan request for each of two accounts Back in Mid February 2024 with no result. This was a time sensitive matter and we were told a 10 day turnaround. FALSE INFORMATION and unfair treatment due to earlier complaints filed against Globe LIfe Insurance, the crooked parent company of Liberty National ( a once proud, upstanding company).

  

  Business response

  03/20/2024

  According to Liberty National Life Insurance Companys records (the Company), we received two (2) loan requests from ****************** on February 27,2024.
  
  Our processing timeframe is ten (10) business days from the date the loan request was received, then all checks follow a 3-day auditing process before released by mail.  As such, Mr. ******** loan requests were processed in a timely fashion. 
  
  Mr. Jacksons loan checks were issued on March 1, 2024 and March 5,2024.  ****************** should allow 7-14 business days to receive these checks.  Thank you.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** *********** of Globe Life Liberty National Division lied to me about my agency number and getting approved by home office for licensure. They then proceeded to promise me I would be paid commissions on clients I brought in, which was a lie. They frauded me and I want justification for this unethical behavior. I also paid for the licensure which they charged me for and I also paid for fingerprints and they closed my application while expecting me to continue working for free.

  

  Business response

  04/05/2024

  **************** previously filed a complaint with the ***** Department of Insurance and Liberty National Life Insurance Company (the Company)responded on April 1, 2024. 
  
  According to the Agency Owner, *********************, upon **************** completing the necessary applications for contract employment with the ***************, it appears her application responses were misleading as she did not disclose certain background information.
  
  Since **************** did not disclose certain background information,her temporary license was never approved during training and if ************ was aware of her background issues, he would not have allowed her to begin training with his agency, thus, it does not appear any commissions are owed to her.
  
  Thank you.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Liberty National withdrew three times the amount of my normal bank draft for three months in a row without my consent. When I finally realized what had happened, I contacted my agent who had no knowledge of my premium being increased. We had previously discussed that it would be going up but he was not sure of the date. When I contacted LN, I was told that I had signed when I opened the policy THIRTY YEARS ago, agreeing that the rate would increase after the term, and was told that I should read the policy. (WHO knows where THAT is after 30 years!) I was also told that I received a letter notifying me of the increase, which I never received. The company rep has been very rude and disrespectful and VERY unhelpful and willing to work with me. I feel that it is POOR business relations to increase someone's bank draft without KNOWLINGLY notifying the consumer. We all know how the postal service works these days, letters get lost!!! For over a month, I emailed requesting the status of my inquiry and was told....they needed more time. I was finally told that I was denied any refund.

  

  Business response

  03/07/2024

  Liberty National Life Insurance Company (the Company) acknowledges *************** complaint.
  
  According to the Companys records, our Consumer Affairs Specialist, ***********************, emailed ************* on March 4, 2024 concerning the premium increase on her policy, as well as her husbands policy.  Mr. ********************* within this email, the 20th policy anniversary premium increase notice dated July 5, 2023 that was mailed to *************, and the 20th policy anniversary premium increase notice dated September 5, 2023 that was mailed to ************.
  
  Notwithstanding the foregoing, on February 27, 2024, we made a one-time exception and issued a one (1) month premium refund for each policy.  ************* should allow 7-14 business days to receive these checks.  Thank you.

*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. ↩