Complaints
This profile includes complaints for Primerica, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 239 total complaints in the last 3 years.
- 90 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/15/2022
Type: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 had an application for life insurance submitted by ***************************** on 7/7/22. On 7/11/22 I advised ***************************** that I would like to cancel the application because I had chosen to take another option with another company. He advised and assured me he would have it canceled. I also contacted Primerica by phone and advised them of the cancellation and they assured me it was canceled. I received multiple calls from reps and underwriting saying they needed to speak with me about the application and every single person that called I informed that I requested the application be canceled and they assured me that would have the application canceled and document my request. However 8/3/22 I received a letter stating my application for life insurance had been denied. Furthermore my medical records had been accessed illegals in violation of Hippa. The application was withdrawn and therefore couldnt be approved or denied a month later. Furthermore when I withdrew the application that also withdrew all consent for access to any information. This company is scamming consumers and placing applications illegally to improve their numbers. I have been calling repeatedly and keep getting hung up on. I have documentation proving I requested cancellation 4 days after the request was submitted yet they still processed the application a month after I withdrew the application without consent.
Business Response
Date: 08/31/2022
I sincerely apologize for the delay in providing your agency the response to this complaint.
Primerica Life Insurance Company is a reputable company,with high industry ratings. We provide quality products, with quality service; and, we strive to always comply with the laws and regulations of every state in which we do business. Although we immediately start processing applications on the dates they are received, our home office also promptly honors any cancellation requests received. We do not access clientsmedical or personal information without required legal authorizations.
Via an email sent earlier today, we have provided the complainant explanations and informed her of the concessions that we are granting. We sincerely regret that she has been dissatisfied, and we hope the concession will resolve this matter for her.Initial Complaint
Date:08/13/2022
Type: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 signed up to be a representative on August 12, and requested to cancel my application on August 13. Attached is the text messages I received when I requested to cancel. This place is very toxic, disrespectful and dishonest. I want a refund of ALL of my money immediately.Business Response
Date: 08/22/2022
Better Business Bureau
Attn: ***********************
Dispute Resolution Counselor
235 ****************
*******,** 30303
August 22,2022
RE: BBB ***************************: *********************
Dear **************:
I am writing in response to the complaint that ********************* filed with the BBB on August 13, 2022. 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 (***) to apply to become Primerica independent contractor sales representatives, not employees and pay the one-time $99 *** fee. Once recruits are properly licensed, they receive commissions, not a salary.
We have researched ************** claims and have determined that on or about August 12, 2022, we received her *** that authorized payment of the one-time $99 *** fee. The *** provides that recruits who have submitted their refund request within 120 days of signing their *** and 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 ************ contacted Primerica on Saturday August 13, 2022 and requested a refund. On August 15, 2022, the next business day,Primerica issued a full refund 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,
**************************************** (phone), ************ (fax)
Initial Complaint
Date:08/12/2022
Type: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've contacted my Primercia agent within the last 6 months numerous of times regarding a mistake they made on a current policy. I was instructed to submit the corrections that needed to be made and that it would be taken care of. However, 6 months later and nothing has been corrected. Instead, I am being told to contact **************, which I can never reach anyone at that number. Whenever I have tried a different number they redirect me to my agent, which has yet to provide any assistance to me. I feel as if I am being taken advantage of.Business Response
Date: 08/17/2022
We have mailed the complainant a detailed letter of explanation, which explains our position in response to his request.Initial Complaint
Date:08/08/2022
Type: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.
July/22/22 Policy number: ********** Amount of the transaction: $156.64 Includes: life insurance and monthly payments for being a vendor.I want to cancel, but they just drag on, they never answer the phone, I received a letter that they would make a deposit for me in two business days and they never sent the money, I contacted them and they told me that they would send a check and they don't send letter but I do receive a letter and they said direct deposit, is super confusing I just want to cancel their overpriced service, they are a scam, they should not be listed on BBB or the stock market, if its too hard for them to deposit $156.4 I can't imagine how difficult it would be for them to deposit half a million, thanks for your service BBB.Business Response
Date: 08/16/2022
I regret if this consumer has had misunderstandings regarding our cancellation procedures. However, her allegations are unsubstantiated. I have sent her a detailed email explaining that her policy application had already been canceled by the date we received your complaint. I also informed her that a different division of our company handles agency application termination requests, and I provided her additional information about that process. I trust that the explanations and information I sent her are sufficient to resolve this matter for her.Customer Answer
Date: 08/17/2022
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:07/28/2022
Type: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 signed up for primerica on July 20th, 2022. They did not provide me any documents i signed for after doing some research I decided i did not want life insurance. I have been requesting to cancel my policy Since July 21st, 2022 and i keep getting a run around over the phone and they are trying to keep my policy running even though i have mentioned multiple times how i want to cancel it. So please get my policy deactivated.Business Response
Date: 08/04/2022
We have sent the client an email of explanation and apology. When our home office received his cancellation request, it was immediately honored. I trust that this matter has been resolved for him.
Initial Complaint
Date:07/28/2022
Type: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 trying to cancel a life insurance policy (Policy Number **********) that my mother (who died on November 22, 2021) had in my name. I have had to fill out the same forms, with one more piece of information, or the same information, for the better part of the past 6+ months as the company gives me the runaround in all attempts to avoid paying me the surrender value of the life insurance policy. It took more than 4 months just for NBL to allow me to change ownership from my deceased mother to me; and now they refuse to send me the surrender forms that I've been asking for since December 2021. Other insurance companies helped us out within weeks. Instead, today, I received a notice from NBL that the premium is past due and they are placing the policy on "extended term insurance" unless I pay the premium. I do not want this policy, I demand the surrender value as is my right. I am considering a class action lawsuit for tens of millions of dollars as my sisters have had the same problem with this scam of a company and I know thousands of other people have likely just given up their money instead of pursuing their needs. This company refuses to even email forms to you...they claim they have to mail them, but then after a month, the forms have still not arrived.Business Response
Date: 08/08/2022
Complaint response letter for *******************. ************** was emailed directly with an explanation.Initial Complaint
Date:07/25/2022
Type: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 May 22,2022 an insurance agent ****** B on behalf of Primerica signed me up for life insurance then used my account to fraudulently signed me up for *************** without my knowledge when I confronted him he stated there mustve been an error.I called June 5 to cancel after getting the run around from him I canceled both policies only received a check ************* insurance now today I called to find out what happened to my $200 illegally taken from my account only to be informed it wasnt canceled and that I have $193 in the account when I asked to speak with a manager I was placed on hold then disconnected please help me resolve this matter thank you.Business Response
Date: 08/01/2022
We are reviewing the client's complaint and plan to respond to her. with a letter. We've also contacted her via phone to get more information, but she has not yet responded to our message.Initial Complaint
Date:07/18/2022
Type: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 10th, 2021 Primerica sent me a check for 111 dollars to an old address. Recently I was able to retrieve mail that was sent to that address and found that I had an expired check from them. I reached out to the employee that helped me a year ago to sign up for Primerica and also to cancel. I have now been in contact with him for a month and a half trying to get another check sent to me to the right address. He never calls me first or updates me on his progress. He asked me to send an image of the expired check with an excerpt on why I need another one and a signature which I provided. Since sending that image (June 13,2022) I still havent gotten any sign or update on when a check will be sent out.Business Response
Date: 07/25/2022
We have granted the requested resolution and mailed the complainant a letter of explanation via *** 2 Day Air.Initial Complaint
Date:07/18/2022
Type: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.
My husband, *****************************, died January 27, 2022.On April 4, 2022 I met with *********************, from Primerica. He was to transfer *******'s *************** and *** to my *******s. In April he gave me an *** ******* number to put my husband's pension payments in top. I found out that no *******s exist with that number at Primerica. There is no *** *******, except my existing *************** in my name at all. On June 2, 2022 he told me all of the transfers were complete. I found out nothing has been transferred to my name. The only thing that happened was a *** was added to the *** ******* so that my children will inherit if I die. I am unable to move the assets because I have to work with an agent to open an *** in my name before I move them or redeem for cash and possibly pay state taxes. I have filed a complaint with the corporate office twice with no reply. I have filed a complaint with FINRA. I have text messages between myself and ********************* if needed.Business Response
Date: 09/07/2022
Thank you for the extension to respond to this complaint. Primerica worked with ********************* to resolve the concerns she raised in her complaint regarding the transfer of her accounts. We were able to resolve this issue with ****************** by August 11, 2022.
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