Business Profile
Insurance Companies
Globe Life and Accident Insurance CompanyHeadquarters
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
Customer Complaints Summary
- 192 total complaints in the last 3 years.
- 57 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:10/18/2024
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 name is ******* primer and I got these policies for my grandchildren and my son I pay on faithfully I was getting them drafted out of my account monthly but there was an issue where they were drafted out the account then tell me that they didn't get it it was insufficient funds call me on the phone and I will make the payment at the time my husband was in and out of the hospital so I would just make the payment so that the policies wouldn't lapse. Once my husband start to get better and was released from the hospital I got investigating and I noticed that they were taking the money at the count after they told me that they didn't take the money with insufficient funds and also that I was paying them over the phone I was asked to send them back statements and I did just that they corrected it then they told me that they was credited my account but I never seen the credit because I was still paying due to not one of my policies to laugh and I trusted them this has been a terrible ordeal for me I have 10 policies with them seem like soon as we get a couple policy straight didn't hear they come with the other policies trying to collect double they made me going to the bank get a statement showing how much I had in my account before they took the money and what was left this was in August and now they said they still investigated and they're trying to see if a big if they're going to credit the account even though I did what was told to me I have had nothing but problem since I've been with them at the beginning it was great now it's like they're taking money for me I have spoke to serve with supervisors they tell me to send the same statement and from the bank and I constantly keep doing it again when I called it put me on hold customer service ***** they're rude you can talk to them and they have put your whole and click over put the music on and that's bad customer service they get your money then they want to take you and ringers or circles please check into this.
Business Response
Date: 10/31/2024
Attached is Globe Life's response.Initial Complaint
Date:10/09/2024
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.
9-23-24 I made call to globe life insurance made credit card payment for 1 month no payment confirmation called 9-4-24 globe said no payment received my bank account 2 payments out of account ***** not on bank statement bank said no record of payment from globe life insurance so 9-9-24 made another payment to globe life for 1 month total paid ***** for September 1 time came to 3 times for 1 payment for September globe owes me ***** taken out of account my balance was ***** short what happened to my account not being handled properly someone is holding my money globe life or the bank system please help me I paid my ***** is missing this is God,s honest truth from me.Business Response
Date: 10/22/2024
Attached is Globe Life's response.Customer Answer
Date: 10/23/2024
Two of the dates were wrong 10-9-24 I made a payment for September which they said didn't get just paid again made payment 10-21-24 for October the September payment is the one that is the problem 9-23-24 girl said went through lied no record on bank statement I may just go back to **** hope they want lose mail in their system can't trust any system anymore the future of this country ????Customer Answer
Date: 10/23/2024
I am rejecting this response because:
Two of the dates were wrong 10-9-24 I made a payment for September which they said didn't get just paid again made payment 10-21-24 for October the September payment is the one that is the problem 9-23-24 girl said went through lied no record on bank statement I may just go back to **** hope they want lose mail in their system can't trust any system anymore the future of this country ????
Business Response
Date: 10/30/2024
Attached is Globe Life's response.Initial Complaint
Date:09/30/2024
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.
For over three months, maybe five I have been unable to log into the Globe Life website where I normally pay my bill. I have contacted them by phone; asked for "escalation" and filled out "contact us" queries on the their webpage and no one is responding. The Escalation supervisor called me back over two months ago, said she would get tech support to assist me, but no one ever did. The "contact us query" answered "delete your account and create a new one". How can you delete your account and create a new one. I just called, and waited forever for an agent and then I was disconnected. I sent my most recent payment by check (old fashioned) and my last payment by phone, but I used to pay by logging in. I have three policies and I've been a great customer.Business Response
Date: 10/14/2024
Attached is Globe Life's response.Initial Complaint
Date:09/27/2024
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.
I am dealing with a claim regarding my father's death and provided every necessary documents needed even has to take off work since the company stated they cannot get a response from the ** medical records department to get those records. So, I got off work went to the medical records department for the ** filled out authorization and was provided my father's medical records and the same day contacted ********************** ask how to send the records to them and a representative advised to send it certified so someone can sign stating they received the documents. Now the company is saying they have to reach out to another VA clinic in *******. This is tiring dealing with this company and different answers being provided and I just want this all over. I advised my mother who has this company for life insurance to look for another one because beneficiaries get the **** end of the situation. So I need a resolution asap so I can close this chapter of my life and focus on my mother's health moving forward.Business Response
Date: 10/14/2024
Attached is Globe Life's response.Customer Answer
Date: 10/15/2024
I have reviewed the business’ response and accept this
resolution.Initial Complaint
Date:08/30/2024
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 Mother died in January 2023. She had a cancer policy since the 1990s with this company. I was told to file a claim via the cancer policy, I have to collect itemized bills for all the treatments she received and submit them along with a claim form. I have sent the bills in, along with her death certificate and the claim form, no less than 4 times. I have contacted this company on 05/13/2024, 05/22/2024, 06/21/2024, 06/25/24, 07/11/2024, 07/12/2024, and on 08/30/2024. On 3 of those occasions, I was told that they could not find the records I had e-mailed in. During the third phone call, I was told that the e-mail address that one of their customer service representatives had given me was wrong. I emailed the records in again. I called again and was told that some of the records were received, but it did not appear that they were all received because there were 9 emails of records and they did not have a record of that. I called to check if they were received, the customer service representative could not tell me because she could not get a hold of anyone in the claims department. I called the next day and she could not tell me if the records were received because their system was down. I lodged a complaint on their portal on their website on 08/17/2024 just asking that someone call me to let me know what records they have received and what they had not received. Nothing. I called again today, 08/30/2024, and I was told that I filed a dispute and it takes 14 days for it to be resolved and I need to wait. I received a check for $1,300 on 07/13/2024. I don't know what records they have. I don't know what records they reviewed. I have asked numerous times for someone to call me. I asked to speak to a supervisor and I was told no, that I was speaking to the right person. But, again, they couldn't help me.Business Response
Date: 09/11/2024
Attached is Globe Life's response.Initial Complaint
Date:08/22/2024
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.
It has come to my attention that on July 22, 2024, Globe Life Insurance experienced a security breach, resulting in unauthorized changes to account telephone numbers and a reversal of the most recent payment. Furthermore, it seems that insurance payments were redirected to a fraudulent third-party account. Despite my efforts to rectify this with my bank, no refund or return of the funds has been made.Additionally, false notices were sent to customers claiming their accounts were inactive, despite no refunds or satisfactory payments to Globe Life Insurance. Consequently, customers are not receiving proper credit for their payments. While the accounting ledger reflects a received payment and the next due date, Globe Life Insurance is sending past-due billing notices.I urge for immediate correction of my contact information and proper credit for the payments. Furthermore, I strongly request that Globe Life Insurance's IT department implements 2-factor authentication or other security measures to safeguard accounts from future cyber-attacks or identity theft.Business Response
Date: 09/04/2024
Attached is Globe Life's response.Initial Complaint
Date:08/17/2024
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.
Globe Life is being difficult and uncaring. I specifically stated that I was not able to pay a policy because I was in the hospital for a long time. I even explained that on the documents submitted. Now, "Globe Life" is refusing to pay out and trying to reiterate and twist their unwillingness to pay. I don't want to go through this. I paid the policy for over 3 years! Then, they're trying to use against me that I did not pay and it lapsed when I specifically stated "I WAS IN THE HOSPITAL" and that's why it lapsed! Now, they're using an "EXCUSE" to not pay out for the over 3 year paid policy. I was honest on everything, and they just want anything they can use to not to pay out! On top of that they sent me a letter that SUPPOSIVELY A REFUND CHECK IN THE LETTER BUT YET, NO CHECK IS IN THERE! I paid for over 3 years and this is how they act???! Their statement does not even make any sense! All it is is reasons to come up with an excuse so there would be no payout! On top of that, they did not even send the refund check that was supposed to be in the letter! All I received were ***** and lame EXCUSES saying that they would not are not going to pay out! If they're not going to pay out, I AM DEMANDING A FULL REFUND FOR THE WHOLE POLICY OF THE AMOUNT I PAID! They, "REALISTICALLY SPEAKING" "stole my money and are trying to make up excuses to not pay out!" They did NOT even send the refund check that was supposed to be mailed! "VERY UNPROFESSIONAL AND TRASHY," to say the least! I AM DEMANDING A RESOLUTION! And, not one where they twist and reiterate everything and "TRY" to make it sound like it's my fault!Customer Answer
Date: 08/25/2024
THEY SENT ME A FAKE F'IN CHECK! I WENT TO CASH IT AT THE BANK AND THEY COULD NOT CASH IT BECAUSE IT'S FAKE! I AM DEMANDING THE WHOLE PAYOUT OF THE POLICY! THIS IS RIDICULOUS AND A SCAM!Business Response
Date: 08/29/2024
Attached is Globe Life's response.Customer Answer
Date: 08/30/2024
I am rejecting this response because: The business ONCE AGAIN, refused to answer my questions and respond to the statements made in the complaint! They continue to make up excuses and refuse to pay out for the policy THAT HAD BEEN PAID FOR SEVERAL YEARS! They just continue to give runaround and dodge what was presented in the complaint! They can very easily pay something or give me my money back that was wasted towards the policies I was paying on! I AM NOT A CHARITY! I did NOT invest my hard earned money to a buisness, just so they could keep it! They act like I'm demanding free money when I PAID OUT MY POCKET FOR THESE SERVICES! They have absolutely NO REMORSE OR SYMPATHY ABOUT WHAT THEY HAVE DONE! All they care about is KEEPING MY MONEY AND COULD NOT CARE LESS ABOUT ME AND MY FAMILY! They did nothing other than, TAKE MY MONEY AND THAT'S IT! I even explained to them that, I WAS IN THE HOSPITAL AND THAT'S WHY I WAS NOT ABLE TO PAY THE POLICIES! I EVEN WENT OUT OF MY WAY TO PAY THE *** WHICH COST ALMOST A $1.000.00 !
On top that, they even stated in the letter in the letter that a check was supposed to be enclosed in the letter [Uploaded proof is in the complaint]
Then when called them, they said they do not know where the check is! FINALLY, I RECIEVED THE CHECK 3 WEEKS LATER! Then when I went to the bank it to cash it was reading off as fraudulent. I had to go back again the next day so a supervisor could cash it!
THEY CAN VERY EASILY PAY FOR POLICY OR GIVE ME MY MONEY BACK!
Customer Answer
Date: 09/01/2024
What made me even more upset, more than I thought I could be, about this, is that, instead of uploading their reponse to the BBB Complaint, they emailed me instead. I despise when companies try to divert their negativity and their reponses to you, instead of having it written to the complaint, so it try to keep their "ratings" look high to avoid receiving a lowered grade and class on their ratings to make it look like they are top of the class to attract consumers, when they should be at the bottom. They could very easily work out something with me instead of just refusing to do anything on their part and continue to give me "EXCUSES" when they very well know, that I invested time and money into the policie(s).Customer Answer
Date: 09/01/2024
They claim that their reponse is "Satisfactory." Their reponse is "Satisfactory" for them, because they did not pay anything out and took my money. SO WRONG AND SICKENING! In so many ways!Business Response
Date: 09/09/2024
See attached correspondence.Customer Answer
Date: 09/13/2024
They continue to say that they have responded to the complaint, yet I have NOT recieved a reponse from the BBB. They continue to give me "EXCUSES" and "Runaround" to avoid paying out for thw policy or giving me my money back!Customer Answer
Date: 09/13/2024
I am rejecting this response because: This is "my reponse" not the "business's reponse." I also need a callback from the case worker assigned to my complaint at the BBB. I tried calling the BBB in ***** but, no one answers.Customer Answer
Date: 10/25/2024
Company sent a letter that makes no sense and continues to try to pocket my money and scam me and treat me like an idiot. I am NOT a fool.Initial Complaint
Date:08/13/2024
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.
First. I called to inquire about why my premium went up to $80.98 for $5000 worth of coverage. I really couldn't get a straight answer. However, the "manager" I spoke to said my policy would not be canceled as long as my payment for this policy was paid by the end of 7/24. I sent in my premium payment on 4/2/24, check #**** and I received a letter saying my policy was canceled on 3/28/24 & my check was returned. I in no way canceled my policy. I did not give my authorization for it to be canceled. I also asked how my premium can go up to $80.98 per month for $5000 worth of coverage. That is just absolutely ridiculous. Since I've had this policy, I have paid more than $5000 in premiums about 10 times over. That is pure robbery. Ive been paying the policy pretty much my whole life. Since it was canceled I haven't received my premiums that were already paid. When a policy is canceled or surrendered, the holder is entitled to thecash value of the policy. I do not understand how this company gets away with their business ***************** employees unprofessional behavior. I also requested a form be sent to me to give my daughter permission to speak with them on my behalf. It's been about 3 months now & I still have not received the form. Absolutely terrible business practices.Business Response
Date: 08/28/2024
Attached is Globe Life's response.Customer Answer
Date: 08/29/2024
I am rejecting this response because: I have been paying on the policy for years and it's only a $5,000 policy. How could I have made that many payments on a $5,000 policy & it not have any cash value. The premiums I have paid over the years were worth much more than $5,000. I want to know why it has no cash value. What you are saying is that all these years I have been wasting my money paying on a policy that has no cash or surrender value. This is robbery in my eyes and completely unacceptable. I refuse to let this matter go until you rectify this situation. I either would like the face value of the policy returned promptly. I am a senior citizen who can not afford to be wasting money on a policy that is worth nothing. The only other response that I may not reject is if you have something that I can rollover to another type of policy that would give me more coverage that would be cheaper than what I'm paying now. I also find it completely ironic how you now send me the form to sign so my daughter can talk to you, as I was waiting for at least 2 months for it to come. Now all of a sudden since I made a BBB complaint, it suddenly appears. Please handle the matter as soon as possible. I would prefer not to go the legal route. Not to mention I never told you to surrender my policy in the first place. Thank you!Business Response
Date: 09/03/2024
Attached is Globe Life's response.Initial Complaint
Date:08/07/2024
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 been trying to pay my bill online for the last 6 months I have called and emailed about not being about to login and pay because I dont have time to sent on the phone all day just pay a bill thru told me one time it would be working in *************************************************************************************************************************************** hasnt been addressed.Business Response
Date: 08/15/2024
Attached is Globe Life's response.Customer Answer
Date: 09/04/2024
I spoke to some to help me its still not working and I just tried to call them while on break I waited on the line for almost 17 minutes just to take a break at this point I want a refund of all my payments so I can take my business elsewhere because I still havent gotten to make a payment yet. Cant do nothing after logging in doesnt make sense at all.Business Response
Date: 09/13/2024
Attached is Globe Life's response.Customer Answer
Date: 09/23/2024
I am rejecting this response because: I have a busy life and dont have time for this nonsense I would like for someone to call me and Ill just take my business elsewhere because it shouldnt be that hard to fix something on their end that has nothing to do with them I have been a loyal customer and this is very disappointing to have to do things this way.Customer Answer
Date: 09/30/2024
I would like for someone to reach out to me so that I can cancel my 6 policy please and thank you so I can find another policy to cover me and my family.Initial Complaint
Date:08/06/2024
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.
Re: Globe Life/Liberty National Life Insurance Co. Policy No. 02L145571 Insured Name: W N Small Policy Amount: $10,000 Policy Owner: ****************************** On Tuesday, July 30, 2024, I called the company and spoke with *******. I requested the balance due on the policy. ******* seemed to have a problem or not did not fully understand my request. After checking records, she informed me the amount paid as of August 4, 2024, is $4,766.95. ******* still did not inform me of the balance amount. This involved me doing math to determine the policy balance. ******* then confirmed the balance due amount.I next inquired if there was a process where the balance could be paid in full. ******* could not respond to this request. I informed her businesses adopt GAAP (generally accepted accounting principles) and that I had an insurance policy that allowed payment in advance of the premium balance, so it is not an uncommon practice. This policy has been effective for over 30 years. I would like to submit payment of the policy balance and am requesting your assistance. I am requesting an inquiry as to the accounting practices of Globe Life/Liberty National Life Insurance Company.Business Response
Date: 08/14/2024
Attached is Globe Life's response.Customer Answer
Date: 08/19/2024
I am rejecting this response because:
Pursuant to the last paragraph of the response:
If ******************** no longer wants to pay the premiums for this policy, she could exercise the Paid Up
Insurance Option under the policys Nonforfeiture Provisions. This option uses the accumulated cash
value to purchase paid-up insurance coverage at a reduced face amount. The current cash value of the
policy would purchase $7,425.00 in paid-up insurance coverage.
I am still unclear as to steps required to take if I wish to no longer pay premiums on this policy. Please explain it clearly in laymens terms the steps so I can fully understand the option provided.Business Response
Date: 08/28/2024
Attached is Liberty National's response.Customer Answer
Date: 09/02/2024
I have reviewed the business response and accept this resolution.
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