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

  100 N Broadway Ave Ste 1900 Oklahoma City, OK 73102

• 

  Globe Life and Accident Insurance Company

  100 N Broadway Ave Fl 7 Oklahoma City, OK 73102-8614

• 

  Globe Life and Accident Insurance Company

  Mobile, AL 36609

• 

  Globe Life and Accident Insurance Company

  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:07/26/2023

  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.

  My mother changed beneficiary into my name when my father passed away. She did this on February of 2023 when she paid her bill to Globe for the year. Her policy is paid until Feb. ****. Globe verified to me am beneficiary..yet they issued a check to my mother's estate..which I couldn't cash of course. I was told to return the check and one would be reissued in my name. It was a mistake on their part. I sent the check back..they did receive it..but I have not received the check. I called and now they are telling me I am not the beneficiary. I have called about a dozen times..with different answers each time. I was told multiple times the companies files weren't up to date..but yes..I was the beneficiary and it took from February to April to change the beneficiary to my name. I have emailed the company multiple times..they never answer. I paid my mother's final expenses out of pocket..and this has made my mother's death even more difficult having to deal with constant calls and emails and getting nowhere. The policy number is OOE805844.

  

  Business Response

  Date: 08/04/2023

  ****** #**E805844, insuring the life of ********************************************, is a 20-year term life policy issued effective December 22, **** in the amount of $5,**0.**. The original beneficiary of the policy was the insureds husband, ************************************
  

  ***************************************** passed away April 26, 2023. The claim was received May 23, 2023. A check in the amount of $5,**6.58 was issued to the Estate of ***************************************** on May 26, 2023. The check was issued to Mrs. ************ estate because *********************************** predeceased the insured and there was no contingent beneficiary on record at the time.
  

  On June 29, 2023, Globe Life received the live check back from ********************* with a letter stating a beneficiary change was requested after ************************* death. Upon further review, it was discovered that the beneficiary change received on April 11,2023, naming ********************* as primary beneficiary and ***************************** as contingent beneficiary, was never processed. A new check in the amount of $5,**6.58 was issued to ********************* on July 27, 2023.
  

  Globe Life sincerely apologizes to **************** for this inadvertent oversight and any confusion or inconvenience it has caused. This matter has been brought to the attention of management in ****** Services for further review.

  Customer Answer

  Date: 08/09/2023

  I have now received another check to my mothers estate instead of to me...which i cannot cash. I called Globe and was now told by their rep that they cannot talk to me as the case is in their legal team. I was told that i needed to email the company at the same email that i have repeatedly emailed without any answer back. I cannot cash this check...and i was told by their rep ******** and other reps that yes....I am beneficiary and it was finally put in their files in April..as their files were not up to date before that. My mother wrote a letter in February to Globe to change beneficiary from my deceased father to me when she paid her bill for the year to Globe. I have the letter in her handwriting which i sent to Globe multiple times. My mothers estate has not even been opened as of yet. But the fact is...the estate is not the beneficiary. As i said I was told multiple times by their reps that i am beneficiary...it was changed in their files in April of this year..and this matter would be taken care of and they would reissue a check to me. But they sent yet another check to the estate. And now Globe refuses to take my calls on this matter. 

  Customer Answer

  Date: 08/09/2023

  I am rejecting this response because:   They did not send the check in my name...they sent the check once again to my mothers estate!!!

  Customer Answer

  Date: 08/09/2023

  The check was once again made out to the estate..not to me. They refuse to talk to me.

  

  Business Response

  Date: 09/05/2023

  It appears that the new check dated July 27, 2023 was incorrectly issued to the Estate of ********************************************. A new check #****** in the amount of $5,006.58 was issued to ********************* on August 10, 2023. According to our ********************** the check was cashed August 22, 2022. A copy of the cashed check is enclosed.
  
  Globe Life apologizes for the inadvertent oversight and any confusion or inconvenience it has caused.

  Customer Answer

  Date: 09/06/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/20/2023

  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.

  My Mother recently died. and had a life insurance policy with globe life. She lived in ******** and i live in *******. At her passing i was responsible for funeral arrangements. At the funeral home it was brought to my attention that the policy had lapsed. *** las payment was made in June of 2022. She consistently made all payments for 20 years. i had no idea the paments were no being paid. Nobody tried to contact me at all. I called globe life several times and not once was i able to speak with anyone other than an entry level customer service rep. *** total payout for the policy would have been *******. I am sure she paid more than that over the course of 20 years. At this point i woiuld be happy with **** or even less but i have not had the opportunity to speak with anyone at globe life. I had to pay for my mothers funeral all out of pocket and was not able to give her the proper buriel she deserved. Any help with this issue is much appreciated. Thank you for taking the time to read my case and look forward to hearing from you.Thank You ***

  

  Business Response

  Date: 07/28/2023

  Unfortunately, ******************* did not provide his mother's name or policy number in his complaint.  If **************** will provide his mother's name and date of birth, or her policy number, we will be happy to review this matter further and provide a response.

  Customer Answer

  Date: 07/30/2023

  Here is the information globe life requested 

  Customer Answer

  Date: 08/03/2023

  I am rejecting this response because:   Here is the information globe life requested 

  

  Business Response

  Date: 08/10/2023

  This is in response to your follow-up inquiry dated August 3, 2023. We appreciate **************** providing his mothers name and policy number.

  
  Policy #**H942692, insuring the life of *****************************, is a term life policy issued effective October 7, **** in the amount of $5,**0.**. The beneficiary of this policy is Ms. ******* daughter, ************************

  
  According to our records, the above policy lapsed effective June 7, 2022 due to non-payment of premiums. The 31-day grace ****** expired July 8, 2022. Fortunately, this policy has an Extended Term Rider, which keeps the coverage in force for 12 months from the date of the unpaid premium.

  
  ***************************** passed away June 9,2023. The claim was received June 21, 2023. Although the Extended Term Rider expired two days prior to Ms. ******* death, a decision was made to pay the death benefit,less any premium due. However, this instruction was never forwarded to the incontestable  claims team for processing.Please extend the Companys sincerest apologies to the family of ***************************** for this inadvertent oversight and any confusion or inconvenience it has caused.

  
  A check in the amount of $4,794.74 was issued to *********************** on August 9, 2023. The amount paid represents the $5,**0.** basic policy face amount, plus $67.35 interest, less the $272.61 premium due.

  
  I trust this information is fully responsive to your inquiry. If you should have any questions, please contact me directly.

  Customer Answer

  Date: 08/10/2023

  I have reviewed the business response and accept this resolution. 

  Thank you so much for Globe life insurance. This has been a very stressful year for me. I realy appreciate your looking into this and very happy and grateful for your response.

• Initial Complaint

  Date:07/19/2023

  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.

  I contacted the company to get information on ***. I have been harassed by email and phone calls and now I received a bill with the policy in the mail. It is absolutely wrong for them to force a policy on my mother when all I was trying to do was get information to get an insurance policy on my mother I dont wanna be bother I dont wanna be harassed if that policy they have needs to be canceled void it out with no balance, because all I did was call to get information only

  

  Business Response

  Date: 07/27/2023

  Unfortunately, ********************* did not provide her mother's name or the policy number in question.  If ************** will provide her mother's name and date of birth, or the policy number, we will be happy to cancel the policy and fully respond to her complaint.

  Customer Answer

  Date: 07/27/2023

  I have reviewed the business response and to respond to it. My mothers name is ************************* 5/31 Im unsure of the year.

• Initial Complaint

  Date:07/18/2023

  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.

  My father purchased a life insurance policy for me. He passed 2 years ago and I have been trying since his death to get cash value from the policy and close the policy. I am a disabled veteran and can get cheaper insurance. **************** can not even get me in contact with the right department. My attorney has written at least 2 letters and they are keeping the policy open to eat away at the cash value. A letter was sent notifying you of death and desire to close policy July 2021

  

  Business Response

  Date: 07/26/2023

  **************,

  Thank you for your correspondence with Globe Life. The Rules of Professional responsibility dictate that I not communicate directly with an individual who is represented by counsel. I have reached out to your attorney, *************************, and will correspond with him directly regarding your request.

  If I can be of further assistance please have your attorney contact me directly.

  Respectfully,

  **********************************
  Assistant General Counsel, Legal | Globe Life
  d: ************** | f: **************
  GlobeLifeInsurance.com

• Initial Complaint

  Date:07/14/2023

  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.

  Date of transaction: ***** in March, 2023 Issue: Attempting to cancel insurance policy and receive cash value. I've called multiple times, I've provided them with form requesting cancellation and cash value. Every time I call, I get different information/directions. emails have not been responded too, I've used their online tool to submit questions that have gone unanswered.Policy # **K240317 Amount: Approx $2,**0

  

  Business Response

  Date: 07/26/2023

  According to our records, *********************** contacted Globe Life via telephone requesting surrender of the above policy on March 29, 2023. He also requested an address change during this call.When there is an address change to a policy within 90-days of a surrender request, such request must be made in writing. **************** was unable to locate a recording of the March 29, 2023 telephone call to verify if this procedure was explained to ***************

  
  ************** called again on May 10,2023 requesting status of the policy surrender. Policy notes indicate ************** was advised that the request must be made in writing due to the latest address change. A surrender request form was sent to ************** on that same date.

  
  Globe Life received the signed surrender request form from *********************** on June 16, 2023 (copy enclosed). A check (#*******) in the amount of $1,850.00, representing the full cash surrender value of the policy, was issued to *********************** on June 27, 2023. According to our ********************** the check was cashed July 24, 2023. A copy of the cashed check is enclosed for your reference.

  
  It is Globe Lifes position that surrender of the above policy has been handled properly and in accordance with Company guidelines.

  

  Business Response

  Date: 07/26/2023

  According to our records, *********************** contacted Globe Life via telephone requesting surrender of the above policy on March 29, 2023. He also requested an address change during this call.When there is an address change to a policy within 90-days of a surrender request, such request must be made in writing. **************** was unable to locate a recording of the March 29, 2023 telephone call to verify if this procedure was explained to ***************

  
  ************** called again on May 10,2023 requesting status of the policy surrender. Policy notes indicate ************** was advised that the request must be made in writing due to the latest address change. A surrender request form was sent to ************** on that same date.

  
  Globe Life received the signed surrender request form from *********************** on June 16, 2023 (copy enclosed). A check (#*******) in the amount of $1,850.00, representing the full cash surrender value of the policy, was issued to *********************** on June 27, 2023. According to our ********************** the check was cashed July 24, 2023. A copy of the cashed check is enclosed for your reference.

  
  It is Globe Lifes position that surrender of the above policy has been handled properly and in accordance with Company guidelines.

  Customer Answer

  Date: 07/26/2023

  I have reviewed the business response and I agree that I received payment requested in my complaint.  I  accept this resolution. 

• Initial Complaint

  Date:06/27/2023

  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 insurance. Policy number 145B70730 . For years I have been paying faithfully for two policies so that if ever needed I would be covered. Recently I had a accidental fire that burned my home to the ground. I lost two loved ones. When I called and talked to a globe life representative it seems I have been paying into a worthless policy that will not pay out ever. Because of so many reasons that allow the CEOs presidents and corporate executive's that get paid millions to hide behind red tape and the grey areas that they sale giving us hope that when needed they would have our backs. Which is false propaganda. While lawyer's will say they are in their right . 83 %of Thier customer base will never see a dime because of the way it's designed and set up where we pay in to keep them rich but we never get anything in the end. The American people of the **** are tired of parking their pockets. How many Globe life towers or buildings do they need. We must die so they get rich. Well we are done funding false hopes. We want to be represented and we want what we are promised. And are done being told that this or that is not covered in our policy. We are standing up and flying our flags for the American people . When we stop the flow of money all heads will turn . And the rainbow individuals will have our respect. Please change the way individuals are treated under your policies so that we are not just ignored and cheated by small print after **************************************** the end is worthless to us 83% of the time. Be fair and get back to all family values not the bottom dollar of what we provide for you . So that your stock holders are happy . Cause we will bring you down just look at the news .

  

  Business Response

  Date: 07/10/2023

  July 10, 2023

  *************************
  **************
  Homewood Suites, Bld. #2, Room 116
  Lafayette, ** 47905
  

  RE: BBB Complaint ID: ********
  
  Dear *************************:

  Please accept my sincere condolences for the loss of your family members and home.

  As referenced, you own two (2) Globe Life And Accident Insurance policies:

       *  Policy #***B70730, insuring the life of *************************, is an Accidental Death Insurance Certificate that pays death benefits to the named policy beneficiary, if you ("the Insured") pass away due to an accidental death while coverage is in force.

        * Policy #**P926161, insuring the life of *************************, is a Renewable Term to Age 80 life insurance policy, including two (2) Accident Death Benefit Riders. The term life coverage pays death benefits to the named beneficiary, if you ("the                               Insured") pass away while coverage is in force, and the Accident Death Benefit Riders pay death benefits to the named beneficiary, if you pass away due to an accidental death while coverage is in force.
  
  Both policy contracts are attached for your review. The original policies were mailed to you at issuance for your review and acceptance of the coverage provided.

  Based on the foregoing, we are unable to honor your request for a refund of premiums, as all premiums have been earned by Globe Life. If you have additional questions regarding this matter, feel free to contact me directly at ***********************************.

  Respectfully,

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

• Initial Complaint

  Date:06/20/2023

  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 applied with Globe life online on 6/4/2023. After applying I started getting emails stating they want to talk to me about my application like I was up to no good and they are the crooked ones. I decided I don't want to have insurance with them now and have been calling since yesterday to cancel my application and I am getting the run around. I tried calling the girl I spoke directly yesterday at ************ and she hung up on me. I tried calling today and was told from one **** I could not cancel my application with customer service and she transferred me to Underwriting, then when I got there the rep at that **** claimed I could not do it there either and stated I have to wait until the policy is enforced which will allow them to take money from my bank account. I am calling in more than enough time to get this application stopped and they won't let me. This is not the way you do business. I should be able to cancel the application anytime. I think they are trying to prolong things to that they can take the first month's payment out of my bank account next month I no longer wish to do business with Globe Life Insurance Company. They are not BBB accredited; they are very unprofessional. they have too many addresses for each state. they claim you can get policy without issue but then they discriminate and ask you the same questions you answer on the application. I want my application cancelled immediately. I will not hold a policy with this company, and I should not be getting the run around when I call to cancel.

  

  Business Response

  Date: 07/10/2023

  On June 4,2023, ********************* applied for $100,000.00 insurance coverage on the life of her daughter, ***********************, via the internet. As part of the application process,Globe Lifes quality assurance team attempted to reach ************ by telephone to verify the application. However, those attempts were unsuccessful.
  
  Based on the representations ************ made on the internet application regarding *******************, Globe Life issued term life policy #****F6945 effective June 9, 2023. Because we were unable to reach ************ via telephone to verify the application, the policy was issued at the default amount of $50,000.00 with the $150,000.00 accidental death benefit rider ************ elected on the application.
  
  The policy was cancelled June 23, 2023 at *********************** request.
  
  It is Globe Lifes position that ************** application has been handled properly. Attempting to contact ************ was simply part of Globe Lifes usual and routine application process.

• Initial Complaint

  Date:05/25/2023

  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.

  This complaint is against Globe life insurance *** on there business practice, my accidental death claim on my granddaughter has been going on since early January 2023, no one gets in contact with on missing inf to complete claim unless you call them. I've been going back and forth with them for months only for them to notify me that they will not be settling my claim because the insured didn't lived 90 days pass the date of the accident, she was dead at the scene. What is an accidental death policy for. They should be paying out

  

  Business Response

  Date: 05/31/2023

  Please have ****************************************** provide her granddaughter's name and policy number so that we can respond to this complaint in a timely manner.

  Customer Answer

  Date: 06/01/2023

  Granddaughters name is *******************************, policy # **-6J72143. Claim #********

  Customer Answer

  Date: 06/01/2023

  I am rejecting this response because:   Granddaughters name is *******************************, policy # **-6J72143. Claim #********

  

  Business Response

  Date: 06/08/2023

  Policy #***J72143,insuring the life of **********************************, is a whole life policy issued effective June 11, 2014 in the amount of $25,000.00 and includes a $20,000.00 Accident Benefit Rider and two $5,000.00 term life riders. A copy of the policy is enclosed for your reference. ****************************************** is the policy owner and designated beneficiary.
  
  ******************************* passed away October 26, ****************************************** a motor vehicle collision. The claim was received January 9, 2023. A check (#******) in the amount of $35,000.00 was issued to ****************************************** on January 12 2023. The amount paid represents the $25,000.00 base policy and the two $5,000.00 riders.
  
  ***************************** filed her complaint because Globe Life did not pay any benefits under the Accident Benefit Rider. This rider pays specific benefits if the insured suffers an accidental bodily injury. The injuries and corresponding benefits can be found on Page 1 of the rider. The rider does not pay any benefits due to an accidental death unless such death occurs 90 days after the accident. The Exclusions provision on Page 2 of the rider clearly states:  This rider does not cover loss that results from an Accident which results in the death of the insured within 90 days of such Accident.  ********************** passed away at the scene of the motor vehicle accident.
  
  A letter was sent to ***************************** on May 10, 2023, explaining the Exclusion provision. A copy of this letter is enclosed for your reference.
  
  Globe Life maintains its position regarding denial of the claim under the Accident Benefit Rider. I regret we are unable to assist ***************************** any further regarding this claim.

• Initial Complaint

  Date:05/16/2023

  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'm a 59 year old female and have paid my Globe Life policy for more than 6 years. I started the term life policy after my adult son tragically died and became more aware as to how expensive funerals can be. I wanted this policy to cover my final expenses and leave a little something to my daughter, my only surviving child. At the time I signed up for this policy I was overweight but otherwise healthy. On March 23rd of this year (2023) I went to the ** with what I thought were symptoms of food poisoning. I was found to be diabetic and also had a blockage of the main pancreatic bile duct. I was admitted to the hospital for further tests and to place a stent to open the blocked duct.While I was in the hospital my monthly bill with Globe Life became due, so my daughter paid it online using her credit card as usual. The payment was made on March 24th and showed as pending. We had no reason to believe that the payment wouldn't go through because there were plenty of funds in the account. Unbeknownst to us, Globe Life refunded that payment on March 27th. Due to no health insurance, to qualify for the hospital's financial assistance program, I had to provide numerous documentation to them, including for any type of life insurance. So I provided ******* ****** Systems with a printout of the online information for my Globe Life policy, which showed the next payment wasn't due until May 16th 2023. On March 25th I underwent the surgery to reopen the blocked bile duct, which provided instant relief. I was released from the hospital on March 27th. During my hospital stay some liver samples were taken. The results came back on April 5th and resulted in a diagnosis of stage 4 pancreatic and metastatic liver cancer. In the meantime Globe Life sent me a "final notice" and had altered the online information to now show payment was past due and the policy was cancelled. In order to reinstate it they require confirmation of good health which can no longer be answered with "yes".

  Customer Answer

  Date: 05/19/2023

  I just received the "final notice" from Globe Life, inviting me to make a payment to bring the policy up to current. On the payment portion at the bottom of the letter it does not mention the "good health" clause but it does mention it in the text above as a provision clause. This makes me think that the company was trying to lure me into making the payment and possible future payments, knowing full well that they will refuse to pay out on the policy in the event that I die. 
  
  I will never trust this company or any other insurance companies like them ever again, and I certainly won't take the bait to give them any more of my money. 

  

  Business Response

  Date: 05/25/2023

  Policy #***B28205, insuring the life of ************************************, is a term life policy issued October 18, 2016 in the amount of $10,000.00. The coverage became effective November 16, 2016 the date the first premium payment was received. The policy includes a $50,000.00 accidental death benefit rider issued October 18, 2016 and three subsequent $5,000.00 riders.
  
  According to our records, the above policy lapsed February 16, 2023 due to non-payment of premiums. The 31-day grace ****** expired March 19, 2023.
  
  A premium payment in the amount of $113.21 was applied to the policy on March 24, 2023. This premium, which was actually due February 16 2023, paid the policy to May 16, 2023. However, the  payment was declined on March 27, 2023 due to the following code:  Inactive card or card not authorized for card-not-present transactions.
  
  The declined/returned payment backed the paid-to date of the policy to February 16, 2023. A notice regarding the returned/declined payment was sent to ****************** on March 27, 2023.Additional premium notices were sent April 2, 2023, April 17, 2023, and May 14,2023. Reprints of these notices are enclosed for your reference. No further premium payments were received; consequently, the policy lapsed.
  
  Pursuant to its provisions, this policy can be reinstated if:  1) all back premiums are paid; and 2) proof of insurability is provided. However, given ******************* recent diagnosis, it is highly unlikely that she would qualify for reinstatement. In an effort to resolve this matter, Globe Life is willing to waive the proof of insurability requirement this one time only and will reinstate the policy upon receipt of a minimum premium payment in the amount of $148.11, which will reinstate the policy and pay it to June 16, 2023.
  
  To ensure that the policy is reinstated without proof of insurability, it is imperative that ****************** submit her payment to the attention of our **************** at the address below:
  
  ATTN:  ****************
  Globe Life And Accident Insurance Company
  ****************************************************************************************
  
  The payment must be submitted via check or money order; it cannot be made online or by telephone.
  
  I trust this information is responsive to your inquiry. If you should have any questions, please contact me via email at ************************************.

  Customer Answer

  Date: 05/26/2023

  I am rejecting this response because:   

  I just received the "final notice" from Globe Life, inviting me to make a payment to bring the policy up to current. On the payment portion at the bottom of the letter it does not mention the "good health" clause but it does mention it in the text above as a provision clause. This makes me think that the company was trying to lure me into making the payment and possible future payments, knowing full well that they will refuse to pay out on the policy in the event that I die. 
  
  I will never trust this company or any other insurance companies like them ever again, and I certainly won't take the bait to give them any more of my money. 

  

  Business Response

  Date: 06/01/2023

  The Reinstatement provision on Page 3 of ******************** policy does require proof of insurability, along with payment of all back premiums, in order to reinstate a lapsed policy. ****************** has been extended an offer to reinstate her coverage without proof of insurability upon receipt of a premium payment of $148.11. That is why the last premium notice sent to ****************** does not ask any health questions.

  
  If ****************** wants to reinstate her policy without providing proof of insurability, she will need to submit the required premium payment before the June 11, ********************** the premium notice. If ****************** chooses not the submit a payment by June 11, 2023, the policy will remain lapsed, and she will be required to provide proof of insurability to reinstate the coverage thereafter.

  Customer Answer

  Date: 06/01/2023

  I am rejecting this response because: 
  
  I am NOT going to submit the requested payment because
  
  1. There should be no past due payment, the payment history was altered 3 days after I printed out a statement
       saying that the next payment was not due until May 16th
  
  2. Notice how the text I highlighted on the upper part of the payment letter they sent me says that the policy will be
      reinstate PROVIDED the insuree is in good health. 
  
  3.  Globe Life cannot be trusted and I strongly believe they will use the above mentioned highlighted text as a reason 
       not to pay out on the policy when I die. 
  
  I stand by my previous demands for an investigation into Globe Life's business practices, especially for their billing department. 
  
  I will not make any further payments to this company because I cannot trust them anymore. 
  
  I believe this company is using fraudulent billing practices and I wish to be reimbursed for the payments I made to them in good faith since starting my policy with them 6 years ago.
  
  If the final result of this complaint filed with the Better Business Bureau is unacceptable, I will take this issue a step further by going to the ***** Insurance Commission to file a complaint with them as well. 

  Customer Answer

  Date: 06/13/2023

  Globe Life keeps calling, often late in the evening when I'm already in bed (after 9pm) demanding I make a payment to bring the policy back to current. This is starting to border on harrassment. As far as I am concerned there were no missed payments. Payment was made on time but was returned 3 days later. Now they're saying the card used did not work. There is no reason the card should not have worked, it was active and there was plenty of money in the bank account. This same card was used many times to make the payment to Globe Life before. 
  
  Furthermore, Globe Life says they would reinstate the policy "THIS ONE TIME" without the requirement for the health question if payment was made by June 11th. I did not pay it because: 1. I should not owe it and 2. once the policy is active again they would just require the health question the next time payment is due. The company has already stated that it is unlikely that I would qualify, given my diagnosis. Seems to me that they just want to get another payment out of me, knowing full well that they will not pay out on any claim in the future. 
  I no longer trust this company and would like for them to be investigated by the insurance commission. 
  I have given them a lot of money since I started the policy 6 years ago. Since this company has a history of not honoring the service promised, I want my payments returned to me. They can either be deposited in my bank account or I can accept a cashier's check. If the business refuses and BBB can't help any further with this matter, I shall hire an attorney to start a class action lawsuit against Globe Life and their shady business practices. 
  
  

  

  Business Response

  Date: 06/22/2023

  Globe Life maintains its position regarding the lapsed status of the above policy.  The premium payment made on March 24, 2023 was declined on March 27, 2023, as explained in the Company's previous response, and no further premium payments were received despite several notices being sent. If ********************** bank records indicate the payment cleared her account, please have her provide proof of such payment and we will be happy to review our records further.

  In the interim, since the most recent rebuttal states ****************** will not reinstate the policy or submit any further premium payments, call have asked our Retention Unit to stop the phone calls attempting to assist her in conserving the coverage under policy #***B28205. 

  The final premium notice generated on May 14, 2023, so no further notices should be sent regarding this policy.

   

• Initial Complaint

  Date:05/04/2023

  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.

  My issue is when my father passed away he had a mortgage ***************** Policy with a rider as well,I filed a claim in 2021 in may they never gave me a full explanation or as to why premiums werent refunded as policy was in place since **** and face value of 141,00 I also noticed that when I took a pic of online info of the acct in may 2021 it said rider and after I reported his death it changed to base policy,I also found papers of my modified whole life policy and they wont discuss any of these with me even after I sent the certificate of death and notary paperwork no one at this location will explain to me other then he did not pass away from an accident so policy is void??? I dont understand this or anything and this company is so rude and unhelpful I just would like to understand why I , as his sole beneficiary his daughter who he told to use this to pay for his last 60,00 owed on the house and for the kids he was under the impression that this was to take care of it and have left over since paying 20 years and then some, no one will help and I feel this is wrong on so many levels I want to not be told a good faith ?? Premium or something like that is what happened , and I want to see original contract between my father and globe and have them to pay what is right

  

  Business Response

  Date: 05/11/2023

  May 11, 2023

  ***************************
  ********************************* 11
  ********, ** 97233

  RE: BBB Complaint 20004696

  Dear ***************************:

  Please accept my condolences for your loss.

  As referenced, your father's policy is an Accidental Death And Dismemberment Policy that provides coverage for an accidental death or accidental dismemberment, as defined by the policy.  A copy of the policy contract will be mailed to you for review.

  On June 4, 2021, you notified Globe Life that your father ("the Insured") passed away May 23, 2021, due to natural causes. ** response, we mailed the attached letter dated June 19, 2021.

  On January 31, 2022, we received a copy of the Insured's certified death certificate, which does not list the cause and manner of death. In response, we mailed the attached letter dated February 22, 2022.

  As stated in our previous letters, if the Insured passed away due to natural causes, this claim will not be eligible for benefits, and there will not be a refund of premiums, as all premiums paid were earned by Globe Life.

  If the Insured passed away due to an accidental death, please forward a copy of his certified death certificate (reflecting cause and manner of death) to my direct attention by email at *********************************** or by fax at **************. 
  
  Respectfully,
  
  ***********************