Complaints

This profile includes complaints for Primerica, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Primerica, Inc.

  1 Primerica Pkwy Duluth, GA 30099-4000

  
• 

  Primerica, Inc.

  4820 50 Ave Red Deer, AB T4N 4A4

• 

  Primerica, Inc.

  356 Bulyea Rd Edmonton, AB T6R 2B3

• 

  Primerica, Inc.

  106-10403 172 St Edmonton, AB T5S 1P1

• 

  Primerica Financial Services

  816 3rd Ave Fairbanks, AK 99701

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Many years ago, my husband and I started **** *** accounts for our children. The funds would be there's when they reached a certain age. When my son became of age, he submitted the information and received his funds. Now my daughter is attempting to get her funds and it's an absolute insanity trying to get HER funds from the company. She has turned in every thing they have asked for and now Primerica is stating they need her bank to sign off on one thing. However since we have moved we don't have a current statement that the bank is requesting. We have been trying for SEVERAL days to get a current statement from customer service to no avail. We have tried SEVERAL times to create an account online which we were told to do to get the statement and we keep getting told the account can not be completed. We aren't getting any help, just a run around. This is HER money and this shouldn't be this difficult to get. Is it just because she is a woman and had a name change? This did not happen with my son!

  

  Business Response

  Date: 05/19/2025

  We have responded to the customer's concerns.

• Initial Complaint

  Date:04/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The problem is with Primerica Insurance located in ******, *******. I was signed up with this company for a insurance policy at a meeting about 10 years ago. Unknowing that the premiums would increase each year after the 10-year period of having signed for premiums of only $72.17 to be deducted, I received a notice from this company stating that the Premiums would increase every year starting in Oct. 2024 increase would be $159.58 and each year thereafter I would see more of an increase. I contacted ************ of Insurance. They were not very helpful. They closed the complaint said there was nothing they could do. Spoke with Representative at Primerica she adamantly told me that they had done all they could to for me. Including a refund The only thing they did for me was take money out of my account. which was over $8000.00 I would settle for $5000.00 refund. This policy had no Beneficiaries listed by name, they listed as all children. This was never brought to my attention until I contacted them about increase.

  

  Business Response

  Date: 05/23/2025

  Primerica Life Insurance Company is a term life insurance provider that conducts business in accordance with the laws and regulations of every state in which we do business. We cannot provide details about this matter due to privacy concerns. However, we have responded to each of the allegations raised in this consumers complaint by providing detailed reports, with documentation,to the ****************** of Insurance.  We are not able to provide the consumers requested resolution because it is not warranted, due or payable.  

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23251246
  
  I am rejecting this response because: I feel this company did not inform me of specific details about this type of insurance policy. Only time I heard from them was when the price of the premiums would increase to significant amounts on a yearly basis to the point where I would not be able to continue paying for this policy. They never contacted me about the names of my children. They stated that they were listed as all children without my knowledge. They claim to be a fair company, but to me they are not a fair company.  They have people recruiting business through individuals who profit from them selling these policies. They never tell you that they are insurance recruiters.  I don't know how many people they have profited from by raising premiums where policy owners can no longer afford to pay and keep all monies received and not return any money back.  In my case they have over $8,000 dollars that I will not benefit from, but they will. All I ask is that they return $5000 dollars.  

  Sincerely 
  ***** ********

  

  Business Response

  Date: 05/30/2025

  I regret we are unable to grant the resolution requested. As mentioned earlier, a thorough response and detailed explanations have been provided to the Department of Insurance. 

  Customer Answer

  Date: 06/01/2025

   
  Complaint: 23251246
  
  I am rejecting this response because: This response is not accepted, yes Indiana Insurance contacted, but did nothing to ask for a partial refund of premiums that was deducted from my account as I stated in last response I was not informed about an increase of premiums until Aug. of 2024. or of them not having my children's names listed on this policy. I feel that this is an is unfair on their part to not return a part of the premiums that they took from my account.  I will not receive any type of benefit from this company, but they will have full access to $8,000 dollars and I will receive nothing. but they want to keep all premiums for their benefit. I only ask that I receive $5000 since they priced me out of this policy with high unreachable premium cost

   

  Sincerely,

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

• Initial Complaint

  Date:04/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DID NOT TRY TO RESOLVE MY ISSUE!! Primerica Named #1 Most Trusted Life Insurance Company in 2022 by Investors Business Daily according to their main website. Well, they must have rated themselves! According to a customer for over 13 years, I recently found out that My Insurance Agent, ****** ******, TN License#/NMLS ID#******, allowed someone to change my beneficiary, FACE-TO-FACE , without requesting identification from the individual nor having a signed notary when paperwork was presented! I am APPALLED that I had my life in this companys hands and they allowed someone to change my information without my consent and I am the SOLE policyholder! The person that ****** ****** allowed to change my information is NO WHERE listed on my POLICY!!! I even called the legal representative for Primerica,******** *****, to investigate the case and informed her how frustrating it was that my personal information was breached and she didnt even TRY to help me! She stated it was their POLICY that no ID was required, only a signature was needed! So, basically, ANY stranger can change your information with Primerica without verification?!? I expressed how dangerous and devastating it was to know that my life was on the line! I could have been MURDERED for Gods Sake!!! All the while they get commission from it! Ms. ***** later sent a letter only recapping that I called in and nothing was done about what protective measures were taken to keep this from happening to me again or someone else in the future! Primerica are in partnership with local thugs and have breached not only their OWN Code of Conduct, Privacy Policy and Procedure Manual, but also Primericas ****************************************** Security Standards, HIPAA (Health Insurance Portability and Accountability Act), GLBA (*****-***** ****** Act), and other privacy partners, such as PIPEDA (Personal Information *********************** Documents Act Standards).

  

  Business Response

  Date: 05/22/2025

  Due to privacy concerns, we cannot provide details regarding this consumers complaint. However, we have responded to her directly,affirming the information that we provided her earlier. I regret that we are unable to assist her further with this matter.  

  Primerica Life Insurance Company is a reputable company, with high industry ratings. We conduct business in compliance with the laws and regulations of every state in which we do business. And, keeping our clients personal information secure and using it in accordance with the law is our priority.  

  
  

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23233483
  
  I am rejecting this response because:
  
  You state due to privacy concerns, we cannot provide details regarding the consumers complaint when the only information I requested is from my OWN policy!!! Why is my OWN policy considered private?

  How is my policy protected, if someone was able to change, not only my beneficiary, but also my FIRST and LAST name WITHOUT supporting documentation such as ID and signed Notary? (Form attached). 
  

  Also, your industry ratings means nothing when you abuse your power by deleting valid complaints from customers on ****** and your website and only allow the high ratings to remain to be viewed!

  You evidently DO NOT conduct business in compliance with the laws and regulations because you have clearly breached my HIPAA information with ease and careless routine! PIPEDA and your own Policy and Information Standards have been breached as well! 
  

  Your agent, ****** ******, represents you and your company and I demand a full investigation and that something be done about your lack of protection for the people who trust you with literally their lives!
  

  And I STILL have not received my original policy as requested without the markings! You protect criminals and thugs, not sincere people who once valued your company.

   

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

  

  Business Response

  Date: 06/06/2025

  I regret that the complainant is still  dissatisfied, and I have addressed her concerns in an email that was sent directly to her. I explained that, although our policyowners may receive detailed policy information from us, we do not provide information (which may be posted and viewable to the public) to your agency absent our receipt of signed and dated authorization to do so from policyowners. 

  I also let Ms. ********* know that our company does not control data that ****** maintains on their review website; ****** has exclusive authority to determine what is viewable. And, I let her know that our own website does not include a section in which clients can write reviews.  

  We are reputable company, conducting business in accordance with the law, and I again regret that the complainant is dissatisfied. 

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23233483
  
  I am rejecting this response because:
  
  No corrective action has been taken. 
  
  I emailed the gentleman back and informed him that a policy was sent, but not the Original as requested.  I also requested him to submit information regarding their policy that says ID nor any verification besides signature is required when submitting changes to the company. 
  

  I have attached permission for BBB to view the multipurpose form, policy and any additional documents needed. 
  

  I want to know what corrective actions are being put in place to ensure the safety of other clients, before this happens

  Thank you 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 17th I paid $99 and another $25 for the subscription. The same day, I reached out to the two representives that interviewed me and the team groupchat that they added me to, letting them know that I would no longer be able to commit to the job due to nursing school commitments that arose. I continously texted different people for a way to begin the refund process with a phone # or email and no one reached out until the 4th text/phone call. When they did text back, they disregarded my refund question and told me I should still get my license, I then explained why I was not going to be able to and received no response again. Finally April 21st a representative reached out back to me saying I would not get a refund without getting my license first, she didn't want to give me any other information or the information of her brokers so I could resolve my own issue. I need my refund of $124 and to stop any future payments I was set up for.

  

  Business Response

  Date: 05/08/2025

  Better Business Bureau
  Attn: ****** *****
  Dispute Resolution Counselor
  ************************************
  *******, *******; 30022
  
  May 8, 2025
  
  RE:    BBB Case:   23231251
  Consumer: **** ********
  
  Dear Ms.*****:
  
  I am writing in response to the complaint that **** ******** filed with the BBB on April 21, 2025.  Primerica is a corporate general agent that markets financial products, including life insurance,through independent contractor sales representatives.  Recruits, such as **** ********, submit an Independent Business Application (IBA) to apply to become Primerica independent contractor sales representatives, not employees and pay the one-time $99 IBA fee.  Once recruits are properly licensed, they receive commissions, not salary.
  
  We have attempted to research the complaint filed by **** ********.  Unfortunately, we are unable to find the name **** ******** in our system. We would ask that ******* ******** provide their full name and their social security number so that we can locate their file in our system.  We understand that this is personal information so we would ask that they contact me directly at ************ or via email at ****************************************************. 
  
  We look forward to Arin Thompsons response.
  
  Sincerely,
  
  ****** M. ******
  
  ************ (phone)
  ************ (fax)

• Initial Complaint

  Date:04/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was recruited by a agent on Instagram and was told that it would be about selling life insurance but was then added to a telegram and there wasnt much on there but them recruiting people like they recruited me. I wasnt aware that it wouldnt just be about selling insurance and while on zoom they never mentioned anything about that. I was wanting a full refund of $124 as I havent done any of the licensing class and to be excluded from any future payments.

  

  Business Response

  Date: 05/06/2025

  Better Business Bureau
  Attn: ****** *****
  Dispute Resolution Counselor
  ************************************
  *******, *******; 30022
  
  May 6, 2025
  
  RE:    BBB Case:   23219952
  Consumer: ******** *************
  
  Dear Ms.*****:
  
  I am writing in response to the complaint that ******** ************* filed with the BBB on April 17, 2025.  Primerica is a corporate general agent that markets financial products, including life insurance, through independent contractor sales representatives.  Recruits,such as Ms. ************** submit an Independent Business Application (IBA) to apply to become Primerica independent contractor sales representatives, not employees and pay the one-time $99 IBA fee. Once recruits are properly licensed, they receive commissions, not salary.
  
  We have researched Ms. ************** complaint and have determined that on or about April 17, 2025, we received her *** that authorized payment of the one-time $99 IBA fee and the $25 monthly Primerica On Line (POL)fee.  The *** provides that recruits who have not attended pre-licensing class are eligible for a refund of up to $69 ($99 less a $30 non-refundable processing fee.). Our records indicate that Ms. ************* contacted Primerica on April 18, 2025 and requested a refund.  On that same day, Primerica issued a refund of $99 to Ms. ************* for her IBA fee and $25 for her POL fees, back to the account on file.  No additional refund is due. 
  
  We hope that we have adequately addressed this matter.  If you have any questions or need additional information, please let me know.
  
  Sincerely,
  
  ****** M. ******
  
  ************ (phone)
  ************ (fax)
  

• Initial Complaint

  Date:04/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are senior citizens on a fixed income. On May 15, 2025 Our life insurance policy is 20 years old and it will go from ***** to ******/month. We were trying to contact the office before this date to discuss our options. Collectively we have sent the following 15 messages with no return call: **** ****** ************, ****** ******* ************, ******* ****** ************ and Customer Support at *************. We don't know where else to turn. Everytime we contact the company we are given another name and number. Please help

  

  Business Response

  Date: 05/19/2025

  We sincerely regret that this client has had occasion to complain, and we apologize for any inconveniences she may have experienced.  Our records indicate that a resolve was in progress on the date the complaint was made, and it appears that the matter has been resolved. I have also communicated with the complainant via email.   
  

• Initial Complaint

  Date:04/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 27th, 2025, I directed a Primerica customer service rep ***** to cash out my ********************** to avoid an anticipated stock market slide and in anticipation of transferring my funds later to an FDIC insured bank. The *** confirmed that this would be done. That call was recorded. Days later on April 8th, after returning from an out-of-town wedding, I discovered it wasn't done and I suffered a financial loss as a result. When I called back to find out why it didn't happen, I got the run around from the entry level CSR and escalated the matter to her "lead." ******* ********. I spent from midday Tuesday the 8th to 4:00 PM trying to accomplish a stock sale that could have been done in 10 minutes. Unfortunately, I received a series of incorrect instructions about both why the original sale request wasnt honored and how to correct it. ******* indicated he would review the recorded message from the 27th and would get back to me by the end of the week. I dont expect to hear back from him. Unhelpful or deliberately false information provided on the 8th: I needed a broker to perform the transaction - this wasn't mentioned in my initial directive conversation on the 27th. I did not. The brokers contact info he gave me to do the sale, were dead ends. I eventually just tried another *** and did the sale with their help in 15 minutes on the website.This was a serious series of missed opportunities and false claims that led to our financial loss and the means to correct it. Im out over ***** dollars because of original CSR incompetence.

  

  Business Response

  Date: 05/09/2025

  We are reviewing the customers claims and will respond to him directly after our review is complete.

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The lady that had interviewed me never said if I was hired or not so it makes no sense for me to have that money taken out if I wasnt told if I was being hired or not also she said that the money wouldnt be taken out until I have the amount of money in there. I didnt have enough money in there and they still took it out. So Im emailing wondering if I can get a refund back on those because I was never told if I was higher enough and she didnt tell me that they were gonna charge the $25 fee She only spoke about the $99 but she said that wouldnt be taken out of my account until I have the amount of money needed in there.

  

  Business Response

  Date: 04/15/2025

  Better Business Bureau
  Attn: ****** *****
  Dispute Resolution Counselor
  ************************************
  *******, *******; 30022
  
  April 15, 2025
  
  RE:    BBB Case:   23175187
  Consumer: ******* Avila **********
  
  Dear Ms.*****:
  
  I am writing in response to the complaint that ******* Avila ********** filed with the BBB on April 8, 2025.  Primerica is a corporate general agent that markets financial products, including life insurance, through independent contractor sales representatives.  Recruits,such as Ms. ***** **********, submit an Independent Business Application (IBA) to apply to become Primerica independent contractor sales representatives, not employees and pay the one-time $99 IBA fee.  Once recruits are properly licensed, they receive commissions, not salary.
  
  We have researched ********************* complaint and have determined that on or about April 5, 2025, we received her *** that authorized payment of the one-time $99 IBA fee and the $25 monthly Primerica On Line (POL) fee.  The *** provides that recruits who have not attended pre-licensing class are eligible for a refund of up to $69 ($99 less a $30 non-refundable processing fee.).  Our records indicate that Ms. ***** ********** contacted Primerica the same day that she filed her complaint with the BBB.  As a courtesy, we have issued a refund of $99 to the recruit for her IBA fee and $25 for her POL fee, for a total refund of $124.  We would ask that Ms. ***** ********** allow three to five business days for processing of her IBA refund.
  
  We hope that we have adequately addressed this matter.  If you have any questions or need additional information, please let me know.
  
  Sincerely,
  
  ****** M. ******
  
  ************ (phone)
  ************ (fax)

  Customer Answer

  Date: 04/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying a monthly premium of $109.26 for my life insurance policy. In April 2025, I received a letter stating that my monthly premium was increasing from $109.26 to $717.97. The letter provided not explanation. I contacted the agent, but my call was not returned. I also contacted the company, but have been unable to reach a live person.

  

  Business Response

  Date: 04/28/2025

  
  

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On march 10th I paid 99$ plus 25 for the subscription about a week later I told my representative agent that I needed a refund because I was in the middle of moving and I couldn't commit to the job.i was given 2 numbers to call for the refund primerca cancelation and a primericat trch support number i had called these 2 numbers for weeks and no one would pick up until April 3 I got in touch with a representative in which the told me that I couldn't get a refund and they could only do a cancelation.

  

  Business Response

  Date: 04/15/2025

  Better Business Bureau
  Attn: ****** *****
  Dispute Resolution Counselor
  ************************************
  *******, *******; 30022
  
  April 15, 2025
  
  RE:    BBB Case:   23164746
  Consumer: ***** *******
  
  Dear Ms.*****:
  
  I am writing in response to the complaint that ***** ******* filed with the BBB on April 5, 2025.  Primerica is a corporate general agent that markets financial products, including life insurance,through independent contractor sales representatives.  Recruits, such as *********** submit an Independent Business Application (IBA) to apply to become Primerica independent contractor sales representatives, not employees and pay the one-time $99 IBA fee.  Once recruits are properly licensed, they receive commissions, not salary.
  
  We have researched Mr. ******** complaint and have determined that on or about February 21, 2025, we received his *** that authorized payment of the one-time $99 IBA fee and the $25 monthly Primerica On Line (POL) fee.  The *** provides that recruits who have not attended pre-licensing class are eligible for a refund of up to $69 ($99 less a $30 non-refundable processing fee.).  Our records indicate that Mr. ******* contacted Primerica and requested to cancel his POL.  As a courtesy, we will issue a refund of $99 to the recruit for his *** fee and $50 for two months of POL charges, back to the account on file.  We would ask that Mr. ******* allow at least three to five business days for processing.  
  
  We hope that we have adequately addressed this matter.  If you have any questions or need additional information, please let me know.
  
  Sincerely,
  
  ****** M. ******
  
  ************ (phone)
  ************ (fax)

  Customer Answer

  Date: 04/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******