Complaints

This profile includes complaints for Globe Life and Accident Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Globe Life and Accident Insurance Company

  3700 S Stonebridge Dr McKinney, TX 75070-5934

  
• 

  Globe Life and Accident Insurance Company

  Mobile, AL 36609

• 

  Globe Life and Accident Insurance Company

  Mobile, AL 36609

• 

  Globe Life and Accident Insurance Company

  Hoover, AL 35216

• 

  Globe Life Liberty National Division

  Mobile, AL 36609

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:10/03/2023

  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.

  aug. 11,cancelled grandaughters ins. policy, cash value ******, 2 wks. to get check, no check, called said cancellation time had run out, never heard of such, said i had to cancel again, start over,3 wks. no check, called told could not find cancellation this time had to start over again, called this week said had wrong soc. sec. number this after having policy for 13 yrs., had to cancel again start over again, 2 months no check, how many people are they putting this thru?, if needed grandaughters name *********************, she is the insured, thank you.

  

  Business Response

  Date: 10/25/2023

  Attached is a copy of the response that is being sent to *********************** today via regular mail. 

  

  Business Response

  Date: 11/01/2023

  Attached is a copy of the letter and checks that are being sent to *********************** today via regular mail.

• Initial Complaint

  Date:09/28/2023

  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.

  I made a request from my DFR (Cash Value) Account in the amount of $600 back in the end May 2023. Supposedly, I should have received my check within 7 to 14 business days, yet, it never came. After the 14 business days, I called and spoke to an agent only for them to tell me that my check was "undeliverable" with no explanation at all. So, the check was returned to their office. Here it is September 25th, 2023 and I still don't have my check. Their were promises made to me that my check was sent by priority mail and also Next Day Air -- no check ever came to my residence. In addition, I spoke to two different people within the ********************* whereas both promised me a call back once my check was issues out (again!). Lastly, they gave me a check number to my money that was suppose to have been re-issued out to me and was told not to try to cash it because it's been cancelled. So, 5 months have gone passed since my initial request.

  

  Business Response

  Date: 10/12/2023

  Globe Life received ************************** written request for a $600.00 loan against his DFR account for policy #********* on June 21, 2023.A check (#*******) in the amount of $600.00 was processed on that date. The check was mailed to the address of record: ********************************************************************************-7470.
  
  According to our records, the check was received back from the US ************** as undeliverable on July 18, 2023. After verifying the address, Globe Life stopped payment on check #******* and issued a new check (#*******) in the amount of $600.00 on August 7, 2023. Policy notes indicate the check was sent to ******************** on August 18, 2023 via priority mail. The check was sent to the address above.
  
  ******************** called on September 12, 2023 stating he had not yet received the check. Globe Life stopped payment on check #******* on September 27, 2023 and issued a new check (#*******) for $600.00 on the same date. The new check was sent to ******************** via Federal Express on October 4,2023 and was delivered October 6, 2023, per the Federal Express website.
  
  I trust this information is responsive to your inquiry. 

  Customer Answer

  Date: 10/12/2023

  I am rejecting this response because:  Incorrect dates (I requested my money well before June 21st) and also, more importantly, the address provided is partially wrong. "10 35TH SE" is the actual correct address - not "***************". In addition, it took several months to offer me a different mailing option via ***** and if there were 2 check numbers, what happened to the second attempt? No explanation was ever given. Nevertheless, I finally received my check in October after months of wondering why they couldn't solve this minor issue with mailing a check to me.

  

  Business Response

  Date: 10/20/2023

  ******************** submitted his written request for the $600.00 withdrawal from this *** account via email on June 12, 2023 and it was received/processed by Living Benefits on June 21,2023. Copies of Mr. ********* email and the *** withdrawal form are enclosed for your reference.
  
  In my previous response to the BBB, I incorrectly stated the first two checks were mailed to **************************************************************************************. The checks were actually mailed to the correct address, which is **********************************************************************************. I apologize for this inadvertent typographical error and any confusion or inconvenience it has caused.
  
  Although the second check was sent priority mail, there is no tracking. Further, because it was not returned by the US ************** like the first one, we do not know what happened to the physical check mailed to ******************** on August 18, 2023.
  
  I trust this information is responsive to your inquiry. 

  Customer Answer

  Date: 10/25/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/21/2023

  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.

  I'm trying to cash out the 5 policies that I have with them. I was told 2 to 3 weeks on August 14th. I called again, twice, on September 8th and they told me they had been processed, but I still haven't received my check. I feel like I am getting the runaround.

• Initial Complaint

  Date:09/11/2023

  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.

  Globe Life has continuously been calling me to bring my payment up to date on a policy I DO NOT HAVE. Called my from ************** again. I told them I don't have any policies at all with Globe Life and to quit calling me with harassing calls. The gal would not quit talking over me and lied to me saying they had receive a a payment lately and the policy was active. She wanted all kinds of information from me and she could not do anything unless she had all that information. I said again I do not have any policies with Globe Life. I did way back 10+ years ago and that policy was stopped back then. She very much upset me to the point I yelled to quit calling me and hung up. This last call to me was at 9:12 AM on 9/6/23. I do not have a log of past calls they made to me to give you but it was many. Total harassment. I think they looked at past records and are using these tactics to sell them into a policy. I think also they are in trouble from people stopping policies being short of money.

  Customer Answer

  Date: 09/12/2023

  I'm letting you know, after I filed my complaint with you, I received a voicemail from Globe Life on September 8, 2023, at 10:03 AM. The voicemail said, "You and your family are protected, please return a phone call at your earliest convenience. This will only take a few minutes. Our call back number is: ************. We look forward to assisting you." I called that number and again explained that I do not have a policy of any kind with Globe Life. Yesterday, September 11, 2023, Globe Life called again. I answered the call and ******* insisted that I have a policy and needed more information to update my payment then proceeded to use the ploy to tell me there is a "cash value" of $500.00. I told *******, AGAIN, I do not have a policy with Globe Life, quit harassing me with phone calls. I also told them that I am logging their calls and filed a complaint with the BBB due to their harassment and hung up.  

  

  Business Response

  Date: 09/22/2023

  Below is the email response that Globe Life sent to ******************* on 09/22/23 after he confirmed that the insured under policy #***H20552 is his daughter. ******************* applied for this policy via direct mail advertisement on 04/18/11. The policy lapsed 01/19/20 due to non-payment of premiums and ************ assumed that the policy then ceased to exist, which is incorrect.

   

  ************,
  
  Thank you for confirming the insured under policy #***H20552 is your daughter.  Contrary to statements in your email, this policy actually does still exist.  The policy did lapse, with cash value, effective January 19, 2020 due to non-payment of premiums. When a policy lapses with cash value and the owner does not elect one of the options under the Nonforfeiture Provisions, an automatic premium loan is processed against the policy, keeping it in force until there is no longer any cash value to do so.
  
  Our Retention Unit has been contacting you because you are listed as the premium payor and your phone number is on record.  Retention is simply attempting to assist in conserving this life insurance coverage.  I have asked that this policy be taken off the Retention call list so you will not receive any further phone calls. Globe Life apologizes for any confusion or inconvenience these phone calls may have caused.
  
  The policy does have $520.50 in cash value; however, because of the automatic premium loans, there is also an outstanding loan balance in the amount of $501.29, leaving $19.21 in cash surrender value.  For your reference, I have attached a surrender request form. In the event you want to surrender the policy for its cash value, please complete the form, and return it to my attention.  If you do not return the form, the system will continue to apply automatic premium loans until the cash value is exhausted and the coverage terminates.
  
  I trust this information is fully responsive to your inquiry.  If you should have any questions,please feel free to contact me via email.
  
  Sincerely,
  
  ***********************
  Paralegal
  Globe Life And Accident Insurance Company

   

   

• Initial Complaint

  Date:09/06/2023

  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.

  I have tried canceling this policy ************** and every time I get someone NEW and that doesnt know what the previous person has done. I was told the policy was CANCELED and the PAYOUT would be in 7-10day. Its been a month, Nothing has been done, and now they REFUSE to do anything. This company is a TOTAL SCAM that buries customers in Red Tape to keep from paying out what its supposed too.

  

  Business Response

  Date: 09/19/2023

  Attached is a copy of Globe Life's response, which was sent to ***************************** via email and regular mail on 09/19/23.

• Initial Complaint

  Date:08/22/2023

  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.

  Globes has Inconsistent billing taking the payments 5 days later resulting in overdrafts. Why does Globe offer a date to take a payment on line , but won't take it at least by next 2 days? The paper bill is also late and nothing coincides with what's on line . I thought on line was supposed to be faster and accurate we may as well go back to old fashion money orders risking getting robbed at some bill payment place. Globe has to do better as it is a widely used company because of the rates but your customer service is horrible.

  

  Business Response

  Date: 08/29/2023

  Policy #***J06127, insuring the life of ********************************, is a term life policy issued effective April 1, 2017 in the amount of $30,000.00. The owner of the policy is the insureds wife, ***********************, who is also the designated beneficiary. Although ********************* is not the owner, we are providing this information based on an authorization to speak with ************** regarding this policy, given by *************** gave via telephone on May 11, 2023.
  
  Over the years, the face amount of this policy was gradually increased to $50,000.00 until April 2023, at which time the face amount was decreased back to the original $30,000.00 at the policy owners request. Currently, this policy is in force and paid to September 1, 2023.
  
  If a policy is paid current, our system is set up to automatically generate a premium notice approximately 20-days before the premium due date. If the policy is not paid current,past-due notices are generated 15, 35, 60, and 85 days after the premium due date. Some of the premium payments for this policy were made within days to weeks after the actual due date.
  
  For your reference, I have attached the premium history for policy #***J06127 since January 1, 2022. The payments reflected in the enclosed premium history were all made electronically via e-Service. The automated system processes the payment overnight the date they are received unless it is a Friday or the weekend. Globe Life has no control over when the payment actually clears ************** bank once the payment is processed.As you can see from the premium history, two of the premium payments made for the above policy were declined due to an Expired Card code. This may be why some of the premium notices arrived late. 
  
  It may be beneficial for ************** to put the policy a recurring monthly draft, either through her bank or a credit/debit card. This way, the premiums will be drafted on or about the same day each month. Typically, the recurring payments are processed by the consumers bank within two business days. Again, once the payment is processed by Globe Life, we have no control over how long it takes to hit the ***** bank account.
  
  I trust this information is responsive to your inquiry. 

• Initial Complaint

  Date:08/21/2023

  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.

  For several months I have been trying to access my granddaughter's policy on-line. It tells me it does not exist. I contacted "customer service" only to be rudely told to access the policy on line.I have sent 2 emails requesting information and a reason why I can't my this account. They have been taking my premiums out of my bank account each month.but they do not respond to emails either. Dreadful customer service. Dreadful **********************.

  

  Business Response

  Date: 09/01/2023

  ***************************** did not include a policy number in her complaint, but a search of our records revealed policy #***R36768 insuring her granddaughter, ****************************. This whole life policy was issued effective July 22, 2015 in the amount of $15,000.00 and includes a $5,000.00 rider issued effective May 22, 2016. The policy is currently in force and paid to September 22, 2023. ***************************** is the policy owner and designated  beneficiary.
  
  In her complaint, ****************** states she sent two emails to Globe Life regarding the above policy, but never received a response. ****************** did not say when these emails were sent, so I asked **************** to pull copies of any emails from the email address provided in the complaint from January 1, 2023 to the current date. None were found.
  
  ****************** also references a phone call to Globe Life regarding her inability to access the above policy online. However, policy notes do not reflect any phone calls. If ****************** will provide the approximate date of the call she is referring to, I will be happy to have **************** pull a recording for further review.
  
  ****************** says when she tried to access policy #***R36768 online via Globe Lifes eService Center, she gets a message stating the policy does not exist. After some research, it appears this may be due to the date of birth. Please allow me to explain further.
  
  The date of birth for ************************* in our records is October 16, ****, which is the date of birth reflected in the policy sent to ***************************** in July 2015. A closer look at the direct mail application (copy enclosed), however, indicates ****** date of birth is actually October 14, ****. If ****************** is entering the October 14,**** date of birth when she tries to access the policy online, that is most likely why she is getting the error message.
  
  I have asked **************** to correct our records to reflect the October 14, **** date of birth. A Hopefully,this action will allow ****************** to obtain information regarding the policy through Globe Lifes website. A corrected policy will be sent to ****************** shortly.
  
  I trust this information is responsive to your inquiry. 

• Initial Complaint

  Date:08/09/2023

  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.

  3/15/2023 3/17/2023 I have continuously contacted them to provide the items and services I have paid for. They kept sending me bills. Once I proved I paid for them they said they send documentation that life insurance policies to this day I have never received anything proving I have active life insurance policies I have continuously tried to have my money refunded because I never received documentation of items I paid for They have said they have never received my documents asking for a refund which is wrong I have faxed and mailed copies several times and have tracking proving I do and that they received yet I still haven't gotten my money back.

  

  Business Response

  Date: 08/16/2023

  Although *************************** submitted three separate direct mail applications for insurance coverage to Globe Life, only one policy was issued policy #****G6609. The other two applications were withdrawn because we were unable to obtain additional health history.
  
  Policy #****G6609, insuring the life of ***************************, is a term life policy issued effective January 25, 2023 in the amount of $30,000.00. Copies of the direct mail application and policy are attached for your reference. A check (#****) in the amount of $339.36 was received from ************** and applied to the policy on March 16, 2023, paying it to January 25, 2024.
  
  Policies are mailed to applicant at the address on the application within 2-3 business days of issue. There is nothing in our records indicating ************** policy was ever returned to Globe Life due to a bad address. According to our records, however,a copy of the policy was sent to ************** on May 31, 2023.
  
  The above policy was cancelled June 2, 2023, per ************** request. On July 13, 2023,Globe Life received a written request for refund of the premium paid for this policy. The refund request was approved on July 20, 2023. A refund check (#*******)in the amount of $339.36 was issued to *************************** on August 1, 2023.According to our ********************** the refund check was cashed August 7,2023. A copy of the check is attached.
  
  I trust this information is fully responsive to your inquiry. 

• Initial Complaint

  Date:08/09/2023

  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.

  Globe Life was written after a phone call about one year ago. I needed the full account numbers of each family member I paid monthly amounts. The representative on phone said each policy began with same info as my daughters. 004Y6 and subquesent numbers. **** which is correct. Ive been paying on incorrect numbers since changing bank accounts. As per Globe Life Phone Representative. 0046Y6 4176,5084,5337. It wasnt until I stopped making payments in May 2023. I began to receive statements and, correct account numbers. I filed a complaint with previous attorney General *****************************. The Attorney General filed a complaint on my behalf and Globe Life responded only with correct policy number for my daughter that I had already. No response until I stopped payment. I have replaced these policies with Whole Life. I deserve a refund for making payment to incorrect policy numbers. This is Fraud against a military family! Thank - You *****************************

  

  Business Response

  Date: 08/17/2023

  In her complaint, *************************** says she deserves a refund for making payment to incorrect policy numbers.  However, I cannot see any evidence that this occurred. ******************** has five policies with Globe Life, which are reflected in the attached chart. The premium history for each policy for the past five years is also attached.
  
  According to our records, the above policies have been on direct billing since the date of issue which means Globe Life has been sending premium notices. As you can see from the attachments,premiums have been received and applied to Ms. ********* policies.
  
  ******************** also states in her complaint that she called about a year ago asking for the full account numbersand allegedly was given incorrect information. I asked **************** to search for any phone calls from January 1, 2021 to the current date coming from the telephone number on file and the number provided with the complaint. However,there were no calls located wherein ******************** requested her policy numbers. Further,I could locate no Attorney General complaint received by Globe Life in reference to Ms. ********* policies. If ******************** called from another phone number and/or can narrow down the date of such call, we will be happy to search our records further.
  
  With regard to Ms. ********* request for refund, it is Globe Lifes position that the premiums paid for these policies have been earned by the Company and no refund is due. When Globe Life accepts the premium, the risk is attached. Our obligation is to pay the face amount of the policy if the death occurs at any time during the premium paying period. The only time the premium is refunded is when it is specifically stated in the contract of insurance or if there is a statutory provision for the premium to be refunded. In this case, neither one of these apply.
  
  Three of Ms. ********* policies do currently have accumulated cash value. If ******************** no longer wants the policies, she can contact **************** to cancel the coverage. At that time,******************** can also request surrender of the three policies that currently have cash value,which are:  #***Y45084 ($248.75), #***Y63346 ($897.50), and #***F35337 ($97.92). The toll-free number for **************** is **************.
  
  I trust this information is fully responsive to your inquiry.

  Customer Answer

  Date: 08/18/2023

  They are liars 

  I still have never received any such notices for all five accounts. 

     They will answer one of these days. 

  I have cancelled all five policies with them. I am getting nasty letters since I made my complaint. 

  They burn well in the fireplace 

  Customer Answer

  Date: 08/18/2023

  I am rejecting this response because:   They are liars 

  I still have never received any such notices for all five accounts. 

     They will answer one of these days. 

  I have cancelled all five policies with them. I am getting nasty letters since I made my complaint. 

  They burn well in the fireplace 

  

  Business Response

  Date: 08/25/2023

  There is nothing in our records indicating ******************** has requested cancellation of her five policies.
  
  For your reference, I am attaching the surrender request forms for the policies that have cash value. If ******************** wants to cancel policies #***Y45084, #***Y63346, and #***F35337 and surrender them for the cash value, she will need to complete the attached forms and return them to Globe Life.
  
  If ******************** wants to cancel the other two policies that do not have cash value, she can contact **************** at **************.

• Initial Complaint

  Date:08/07/2023

  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.

  This has been an ongoing issue since April and we are now in July. I sent Globe Life a check to pay my grandson's policy in full for the year. The check was cashed by my bank on April 10, 2023. The payment was not applied to the account. I sent a copy of the cashed check and a redacted bank statement showing the checked was deducted from my account to ********************** and they are not accepting either item. Globe Life is requesting a full bank statement with nothing marked out which I believe sets me up for fraud. I see no reason why Globe Life needs to know how much money I have in the bank and who I make payments to. I have asked for a copy of their training manual that dictates when Globe Life makes a mistake in applying a payment to a customer's account, what items are required from the customer. The policy *********** has now been canceled.

  

  Business Response

  Date: 08/14/2023

  For your reference, I have attached a copy of Globe Life's June 29, 2023 response to a similar complaint ********************* filed with the ***** Department of Insurance, which I believe is self-explanatory.  This matter was reviewed by the ***** Department of Insurance which has requested no further action on the part of Globe Life. 

  I trust this information is fully responsive to your inquiry.