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

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  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:07/14/2024

  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 have had two insurance policies (one life insurance and one accident insurance) on my husband for many years through Globe LIfe Insurance and I recently cancelled both of them due to our ages. We both felt that we were financially secure enough that any policy benefits were no longer worth the cost. Both policies had been paid in full well in advance, so I expected a pro-rated refund on both. We received a refund check on the life insurance policy within a couple of weeks but the company immediately demanded that I send them a full and completely unredacted copy of my bank statement showing where the accident policy was paid for in order to send a refund check on the accident policy. This is ridiculous. I can't imagine why they would need to see my full bank statement. I gave them my account number but that was not good enough, so then I told requested they send a paper check and they refused to do that. They have completely refused to send a refund unless I send them this copy of my bank statement. Why do they need to know the balance on my account and who else I am making payments to? This is ridiculous. They never required a copy of my bank statement each year when I sent them the payment. I had paid them $266.80 (a year's worth of premium) on 5/24/24 when the due date was 6/11/24. I requested the cancellation on 6/21/24 so the policy was only in effect for 10 days of the current period. I should receive about $260.00 back. Can you please help me to recover this money without having to send them my bank statement?

  

  Business Response

  Date: 07/29/2024

  Attached is Globe Life's response.

  

  Business Response

  Date: 08/01/2024

  Attached is Globe Life's follow-up response.

  Customer Answer

  Date: 08/07/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/13/2024

  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 started receiving unwanted solicitation's via email from hem tried to block only to have a change the email slightly enough to get thru the block. I have learned from the IT department of my employer, a classified **** of the ****************** after a similar issues advising me NOT to click the "unsubscribe" options which then passes you on to other ****s from the same company or worse "***** new companies" who engage in theses practices. I called on July 2nd at 2pm CST being assured they would stop right away. The same day I received 2 more emails. I called again on July 6th after more than 3 per day, everyday I finally after initially being refused by a very rude girl only interested in selling insurance, I spoke to a supervisor assuring me while pretending to type my email (which I was not thrilled to provide), and the emails continued. This is not strictly limited to Globe Life, but they are by far the worst I have ever encountered. I made my last and final call on 7/12again having to argue with the sales *** who cares only about commission. Spoke to a supervisor (again) who once again took down my email address and assured me there would be no further communication. I awoke to 3 emails (obviously retaliatory).. So I am reaching out to you to make it stop. You have advised me on previous situations to file an FTC compliant, but given my Masters Degree in Politics' I am well aware of the strength of insurance lobbyist and they have not and will not do anything about it.- This is wire fraud and it needs to stop. Saddest of all, I am in the process of buying a half million dollar condominium and want to make sure my girlfriend will be able to live mortgage free for her life, I have been a Texas Ranger fan for 40 years and given their stadium is named after this terrible company. I am good friends with several players and have already touched base with them.

  

  Business Response

  Date: 07/29/2024

  A 10-day extension of time is required in order to fully respond to this inquiry. 

  Customer Answer

  Date: 07/29/2024

  I am rejecting this response because:   the emails have not stopped and I am now getting additional junk not only from Globe Life, but several other life insurance companies

  

  Business Response

  Date: 08/05/2024

  Attached is Globe Life And Accident Insurance Company's response.

• Initial Complaint

  Date:07/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had a life insurance policy with Globe Life Insurance Company since 2013 for my sister who passed away 4-16-2024 in which I am the beneficiary. I'm disputing the fact that they deducted $9,000 from the policy because they say that I "misrepresented" the policy because I put her date of birth at 1967 instead of her actual date of birth of 1964. I asked them to send me a copy of the actual policy I signed and a breakdown of the amount that came out to $9,000, they have failed to do so after I've emailed them twice and sent a letter by certified mail on 6-29-2024. The partial check I received also stated there was a breakdown enclosed but there was NOT! I also can't understand why there isn't an expiration date on the check. The policy number is 005Y16553, claim #********. Your help in this matter is greatly appreciated!

  

  Business Response

  Date: 07/17/2024

  Policy #***Y16553, insuring the life of ******************************, is a term life policy issued effective November 1, 2013 in the amount of $50,000.00 and includes a $50,000.00 accidental death benefit rider. **************************** is the owner and beneficiary of this policy. A copy of the policy is enclosed for your reference.
  
  ****************************** passed away April 19, 2024 due to natural causes. The claim was received May 21, 2024. The following checks were issued May 31, 2024: Check #******  for $30,507.85 to **************************** and check #******    for $10,350.97 to C&J Financial. The amounts paid represent the $50,000.00 death benefit, less the misstatement of age adjustment. A letter explaining the misstatement of age adjustment was sent to ************************* on May 31, 2024 (copy enclosed). **************** has filed her complaint contesting the misstatement of age adjustment.
  
  The date of birth on the direct mail application submitted by **************************** is August 21, 1967, which made *************************** 46 years of age at the time.However, the date of birth on the death certificate is August 21, 1964, which means *************************** was actually 49 at the time of application. Copies of the direct mail application and death certificate are enclosed for your reference.
  
  The Errors in Age or *** paragraph under the General Provisions on Page 3 of the policy states:  If the Insureds age or *** is misstated,the benefits under this certificate will be those the premium paid would have purchased at the correct age and ***. According to our *********************the premiums paid for the base policy at the issue age of 46 would have purchased $40,858.82 in coverage at the correct issue age of 49, which is the amount that was paid on May 31, 2024. A breakdown of the premiums paid versus the premium amount that should have been paid at the correct age, which was prepared by our ********************* is enclosed for your reference.
  
  It is Globe Lifes position that this claim has been paid properly and in accordance with the terms and conditions of the policy. I regret we are unable to assist **************** any further regarding this matter.
  
  I trust this information is responsive to your inquiry.

• Initial Complaint

  Date:06/25/2024

  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.

  Have been trying to get a refund from Globe life insurance since February the policy was for my daughter policy that had lasped it has been 4 months ago and I'm still getting the run around policy #****t9391 refund amount is *****i I have been giving them the correct apartment number since February I have called them numerous times and still no refund I'm tired of the same old lies

  

  Business Response

  Date: 07/09/2024

  Policy #****T9391, insuring the life of ********************************, is a term life policy issued effective September 1, 2023 in the amount of $10,000.00. ********************************* is the policy owner and designated beneficiary.
  
  According to our records, the above policy lapsed with no cash value effective October 1,2023 due to non-payment of premiums. The 31-day grace ****** expired November 1, 2023.
  
  Globe Life received a premium payment in the amount of $51.29 on February 7, 2024 (money order #********** dated February 2, 2024). Because the policy had been lapsed for three months, the premium payment was refunded back to *********************************. Refund check #******* in the amount of $51.29 was sent to *******************, along with a reinstatement application, on or about February 12, 2024.
  
  On March 14, 2024, ******************** contacted Globe Life regarding her payment of $51.29, stating she never received the refund. Payment was stopped and a new check (#*******) in the amount of $51.29 was issued to ******************** on or about March 25, 2024.
  
  ******************* called again at the end of April stating she had not received the check. Once again, Globe Life stopped payment on the check and issued a new check (#*******) on or about May 6, 2024. ******************** called again on May 28,2024 inquiring about her check. A new check (#*******) in the amount of $51.29 was issued to her on June 25, 2024 and was sent via priority mail June 27,2024. According to our ********************** the check was cashed July 5,2024. A copy of the cashed refund check is enclosed for your reference.
  
  When ******************** called on May 28, 2024, it was discovered that she was not receiving the checks because they were being mailed to the wrong apartment number #**** instead of #****. This was due to an address change that occurred on January 16, 2024, which was prompted by a premium notice that was returned by the US ************** as undeliverable.
  
  When a premium notice (or any other mail sent to the policyholder) is returned to the Company due to an incorrect address, and there is no forwarding address provided by the US **************, we utilize a software program to obtain an updated address. If an updated address is located, our records are changed accordingly, and the returned mail is re-mailed to the new address. We apologize to ******************** for any confusion or inconvenience this address change has caused.
  
  I trust this information is responsive to your inquiry.
  

• Initial Complaint

  Date:06/24/2024

  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 been a customer for a few years now recently it been almost impossible to make a payment. Website have been down for a few months and every time you try to reach a representative or pay by phone you cant get through, or the line hang up. Every time I call to start a new policy the representative picks up immediately. Something fishy seems to be going on with this business

  

  Business Response

  Date: 07/03/2024

  ********************* alleges in her complaint that Globe Lifes eService website has been down for a few months. However, **************** has advised that there have been no issues with the Companys eService website in recent months. If any issues were to arise, the Company would resolve them quickly to prevent any complications for its customers. With respect to the automated system, we do experience high call volumes on Mondays, but the volume does go down thereafter.
  
  According to our records, all five of **************** policies are currently in force and paid to July 3, 2024, with the last payment being made on June 25, 2024. The last four premium payments for each policy were successfully made via the eService website or by phone through the interactive voice recognition program (IVRP).
  
  I trust this information is responsive to your inquiry.

• Initial Complaint

  Date:06/17/2024

  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.

  In reference to policy #**A744883 with Globe Life Insurance. Received notice 6/19/23 for a payment due of $1641.99 and another 6/19/24 for $1740.51. Letter states this is an unpaid loan balance which is completely untrue. Monthly payments have been made to date and no loan has been taken out on this policy at any time through the life of this policy. 6/17/24 - Multiple phone calls have been made to Globe Life and no agent has answered or returned my calls. Would like for these frivolous fees to be removed from account ASAP. Thank you

  

  Business Response

  Date: 06/26/2024

  Policy #**A744883, insuring the life of ********************, is a whole life policy issued effective June 19, 1993 in the amount of $10,**0.** and includes a $5,**0.** term life rider. A copy of the policy is enclosed for your reference. The policy is currently in force and paid to September 19, 2024. *********************** is the designated beneficiary and premium payor.
  
  According to our records, a loan in the amount of $557.42 was processed against this policy on December 7, 2024.The loan was requested by telephone. Since this took place almost 20-years ago,we cannot provide a recording of the phone call or a copy of the cashed loan check as we no longer have those records. What we can provide is copies of the loan interest statements that have been sent to *********************** every year since June of 1995 (enclosed).
  
  These statements provided *********************** with the loan balance, the accrued interest, and the new loan balance.Although the notices have been sent to *********************** for the past 19 years,there is nothing in our records indicating *********************** or ***************** ever contacted Globe Life to dispute the loan.
  
  A loan breakdown is also enclosed for your reference.  
  
  I trust this information is responsive to your inquiry.

• Initial Complaint

  Date:06/10/2024

  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.

  I was simply research life insurance and Globe Life decided to harrass me. I have repeatedly called them and even e-mailed them to leave me alone. They refuse and have started trying to bill me. I DO NOT and WILL NEVER do business with this company. They need to leave me alone and need to be sued for harrassment. This is my last e-mail to them:***************************** From:****************** To:******************************** Sat, Jun 8 at 12:37 PM I did not authorize any policy or payments or policy from Globe Life. Remove me from all mailing lists and stop harrassing me as I will never do business with your company. I am reporting you to the Better Business Bureau.

  

  Business Response

  Date: 06/21/2024

  Contrary to allegations in ***************************** complaint, she did not simply research life insurance, she actually submitted two separate applications for insurance coverage via the internet on April 13, 2024.Printouts of the electronic application data received from ****************** are enclosed for your reference.
  
  Based on these applications,Globe Life issued term life policies #****A3341 and #****A3342 effective April 16, 2024 in the amount of $20,000.00 each. Copies of the policies are also enclosed for your reference. According to our records, these policies lapsed May 16, 2024 due to non-payment of premiums. Both policies have now been cancelled, pursuant to the complaint.
  
  When a consumer requests a quote for life insurance coverage online via Globe Lifes website, all she has to do is provide general information (i.e., name, address, email address, date of birth). Once the general information in input, a page with quotes for insurance coverage from $5,000.00 to $100,000.00 will appear. An example of this page is enclosed for your reference. If the consumer is only requesting a quote, she need not go any further than this page. In order to actually apply for insurance coverage, the consumer must click on the Continue button.
  
  Once the Continue button is clicked, the consumer is taken to the application where additional information is required, such as the amount of insurance being requested, whether or not the consumer wants to add accidental death coverage, the name of the beneficiary and his/her relationship to the applicant, as well as specific questions regarding the consumers health history. On the internet applications submitted to Globe Life, ****************** designated her sister, *************************************** as her beneficiary, answered No to all health questions asked,and did not elect the accidental death benefit coverage.
  
  Policy notes indicate ****************** contacted Globe Life via telephone on May 6, 2024 threatening to take legal action if her name was not taken off the mailing list. We have added ***************************** name and address to Globe Lifes Do Not Mail list. We ask that ***************** please allow at least ***** days for this change to take place, as other mailings *** have already been processed. Globe Life apologizes for any inconvenience these mailings *** have caused.
  
  Please be advised that ***************** name and address *** again be added to the Companys mailing list should she inquire about or apply for coverage in the future.
  
  I trust this information is responsive to your inquiry. 

• Initial Complaint

  Date:06/04/2024

  Type:Sales and Advertising 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 grandmother opened a policy on me back in 2009, she passed away in November 2021. ** had my grandmother's name spelled incorrectly, making it difficult to change ownership although letters sent to my grandmother had her name spelt correctly. I sent the death certificate and requested to change my beneficiary to my mother. I received an "annual statement" in the mail dated for 6/5/2024 which included interest. Nothing on my online account indicates an issue with my policy, nor an option to pay via phone or online. When contacting Globe Life, they were not only unapologetic, they couldn't explain to me what the specific issue was, nor why I was not communicated with for issues with billing. They were unable to find multiple payments made though I had the history loaded in front of me. I also realized they still had my deceased grandmother listed as my beneficiary. I also was unable to locate the complete terms to my life insurance policy. Below is the list of transactions made prior and post the death of my grandmother:Date Amount months Due Date 10-12-23 $122.161209-05-23 07-26-23 $32.37306-05-23 04-04-23 $61.08612-05-22 01-24-22$122.161212-05-21 12-05-21$10.99112-05-21 11-07-21$10.99111-05-21 I missed 4 months between Jan-April 23, but they were paid back I do not understand where this letter came from, why I was not contacted after 105 days of nonpayment last year, why I am just now being charged for something I have already paid and made up for, and why no information is available on their outdated website. Trust is paramount for a life insurance company and these egregious mistakes have lost my trust and made me understand exactly why there was a *** probe conducted on possible fraud. The only resolution was to surrender my policy and receive $280 for 15 years of being a loyal customer. My grandmother would be disgusted.

  

  Business Response

  Date: 06/19/2024

  Policy #***G08306, insuring the life of ************************, is a whole life policy issued effective May 1, 2009 in the amount of $10,000.00 and includes three $5,000.00 term life riders,bringing the total face amount of the policy to $25,000.00. A copy of the policy is also enclosed.
  
  ************** grandmother, *****************************, was the applicant and original policy owner. Her first name was spelled ******** in our records based on the way it appeared to be spelled on the direct mail application submitted in April 2009.
  
  ***************************** passed away November 6, 2021. A copy of her death certificate was received on December 12,2021. Upon receipt of the death certificate, ownership of policy #***G08306 was changed to *********************. According to our records, beneficiary change forms were sent to ********************* on December 2, 2021 and January 26, 2022. However, there is nothing in our records indicating Globe Life ever received a completed beneficiary change form from **************. Consequently, her grandmother remained the designated beneficiary of the policy.
  
  According to our records, policy #***G08306 lapsed, with cash value, effective December 5, 2022 due to non-payment of premiums. The 31-day grace ****** expired January 5, 2023.Pursuant to policy provisions, a premium loan in the amount of $61.08 was applied to the policy on April 4, 2023, paying it to June 5, 2023. Premium loans are automatic if the policy owner does not choose one of the other non-forfeiture options within 60-days of the unpaid premium (see Option 4 Automatic Premium Loan under the Nonforfeiture Provisions on pages 5 and 6 of the policy). A copy of the policy is enclosed for your reference. The interest statement ************* received is regarding the interest that accrued on the automatic premium loan processed on April 4, 2023.
  
  ************** resumed paying the premiums for the above policy on July 26, 2023 and continued to pay those premiums until October 12, 2023. The last premium ($122.16) paid the policy from September 5, 2023 to September 5, 2024.
  
  On June 4, 2024, ************** requested surrender of the above policy via telephone. Before the policy could be surrendered, Globe Life refunded the unearned premium of $32.37 (the premiums that paid the policy from June 5, 2024 to September 5, 2024.) The policy was surrendered June 13, 2024. A check (#*******) in the amount of $276.05 was issued to ************************ on June 13 2024. The amount paid represents the full cash surrender value of the policy, less the outstanding loan balance.
  
  I trust this information is fully responsive to your inquiry.

  Customer Answer

  Date: 06/19/2024

  I am rejecting this response because:   I am still not satisfied with the response provided. There was no proper apology nor thorough explanation of how $200 some odd dollars covers the expenses. 

  

  Business Response

  Date: 06/20/2024

  Please provide more information as to what you mean by a thorough explanation of how $200 some odd dollars covers the expenses so that we can fully respond to your rebuttal.

• Initial Complaint

  Date:05/31/2024

  Type:Billing 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 have 4 policies for my children and I with globe. The policies in question are ******************************* policy number 0040B2998 and TaeJahn ******** policy number 0040B2997 I ******************************* is the main policy holder and my policy number is 008R04330 I recently called to have all my policies payment updated I told them I want to pay monthly for all 4 policies and I want the payments to be tooling out the same day. I go on the app and see that for 2 of the policies it it has a year payment. I called several times where agents were hanging up on me and saying that its fixed. I asked for my payment information be removed. I get a charge of $147.99 I dont understand how my money was taking and I already paid for the month of May. On my other bank payment. My money was not authorized to be taking. I would like for all 4 of my policies bank payment information to be removed and for my payment to be monthly and not yearly and I want my money back that you took

  

  Business Response

  Date: 06/14/2024

  According to our records, during a May 29, 2024 phone call, ******************************* agreed to put policies #****B2997 and #****B2998 on recurring bank draft. On that same date, Globe Life drafted an annual premium in the amount of $147.99 for policy #****B2997 and $153.33 for policy #****B2998. On May 30, 2024, the $153.33 payment was declined;however, the payment of $147.99 cleared.
  
  ******************** contacted Globe Life on May 30, 2024 stating she did not authorize an annual premium. Per procedure,******************** was instructed to request a refund in writing. The Better Business Bureau complaint was received four business days later.
  
  After reviewing the recorded phone call, we confirmed that ******************** did not agree to annual billing. A refund check (#*******) in the amount of $147.99 was issued to ******************************* on June 10, 2024 and was sent to her on June 12, 2024 via regular mail. A copy of the check is enclosed for your reference.
  
  In an effort to further resolve this matter, policy #****B2997 has been advanced on July 5, 2024 at no cost.Globe Life sincerely apologizes for the incorrect drafts and any confusion of inconvenience it has caused.
  
  I trust this information is fully responsive to your inquiry.

  Customer Answer

  Date: 06/20/2024

  I am rejecting this response because:   I did not receive a check. And you all still trying to charge my card. I asked to for 1 month to be taking out not 12 months. I asked to have my banking info removed from you all system. I will pay the bill myself!

  

  Business Response

  Date: 07/02/2024

  According to our ********************** the refund check #******* in the amount of $147.99 issued to ******************************* on June, 10, 2024 was cashed June 25, 2024.
  
  All four policies were taken off bank draft and placed on direct billing on May 30, 2024. Contrary to statements in the rebuttal, no premiums have been drafted for these policies since May 2024.
  
  I trust this information is responsive to your inquiry.

  Customer Answer

  Date: 07/02/2024

  I have reviewed the business response and accept this resolution.  I did get the refund

• Initial Complaint

  Date:05/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 7, 2024, account number 005E22652, I *********************, with my son, ********************* contacted Globe Life Insurance trying to receive viable information on the cash value of the policy because my son, who pays the policy, is comfortable now in his life to feel any of my obligations in my passing. Globe Life has given my son and myself a complete run around throughout the process. We have sent in writing from the website ********************************************************************** twice requesting this information. We spoke to an agent by the name of ******* who was very nonprofessional and condescending at times. First, ******* felt it was none of our business to know her title or position with Globe Life. ******* at one point attempted to isolate me from my son because she stated my son does not have power of attorney even though, ******* also stated that an attachment should have been sent with the request from the website but the website does not have any way to send an attachment. I gave Globe Life permission to talk to my son directly while I was on the phone. ******* wanted another number instead of the number on file to contact me without my son present. Once again, my son pays the policy and understands finance better than I do. ******* never offered my son an explanation on why, on the 11 years the policy was paid that only $357 was the accrued value if I decided to take the cash value. A supervisor was suppose to call within 24 hours and we never received that phone call. Second, we requested the policy so we can read through the policy ourselves and of course that has not been mailed. We were never given options on the policy, for example changing the policy from step term life to whole life, or transferring the policy completely as one of the options of the website referenced. We would want in writing from Globe Life the actual cash value of the policy if one exists, the policy in writing, and options to move the policy if that is feasible.

  

  Business Response

  Date: 05/29/2024

  Good afternoon Jada,
  
   
  
  Unfortunately, when Liberty National Life Insurance Company (NAIC *****) or Globe Life and Accident Insurance Company (NAIC *****) receives a BBB complaint, we are unable to determine which company it belongs to until we research the complaint/policy further, and usually the complainant does not specify/clarify the company name.
  
   
  
  Our accounts are set up correctly, but regrettably, Liberty National Life Insurance Company (NAIC *****) or Globe Life and Accident Insurance Company (NAIC *****) will need to confirm which entity it belongs to, and therefore, you will receive further reclassifications. 
  
   
  
  We truly apologize for the inconvenience and confusion this has caused the BBB.
  
   
  
  Thank you,
  
   
  
  ********************************************************************************************************************
  
  *********************
  
  Paralegal, Legal 

  

  Business Response

  Date: 06/04/2024

  In order to fully respond to your inquiry, it was necessary to request a copy of the policy from ***************** which has not yet been received. Therefore, Globe Life respectfully requests an extension of time to respond. An extension to Tuesday, June 11, 2024, should be sufficient.

  Customer Answer

  Date: 06/04/2024

  I have reviewed the business response and accept the extension date for a response but not a resolution.