Business Profile

Insurance Companies

Globe Life and Accident Insurance Company

Headquarters

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

190 total complaints in the last 3 years.
56 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/09/2024
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.
Applied for life insurance and sent the money and did the video call and the guy flat out discriminated me because of my disabilities
Business Response
Date: 02/26/2024
There is not enough information in ********************* complaint for Globe Life to respond at this time. In order to fully respond to his complaint, ************ will need to provide the following information:

1. His date of birth
2. The name of the life insurance agent who conducted the video call.
3. The approximate date of the video call.
4. How much money was paid in advance and to whom was it paid?
5. Provide proof of the payment, such as a copy of the bank or credit card statement.

Once the above information is received, we will be happy to research our records and respond further.
Initial Complaint
Date:02/06/2024
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.
Globe life agent came into my place of work attempting to sell insurance to the business owner and preyed on myself. He kept reassuring me that i was in fact registering for HEALTH insurance, little did i know it is life insurance. I explained i wasn't educated on insurance and i feel he took full advantage of my little knowledge. contacted him the following day to cancel my application and he continued to tell me "it isn't life insurance. lol" and then proceeded to still try and convince me not to cancel my application. He also tried to recruit me to come and work under him while i was clocked in at my current workplace. Very unprofessional.
Business Response
Date: 03/04/2024
This complaint is for Family Heritage Life Insurance Company of ******* (NAIC *****), rather than Globe Life and Accident Insurance Company (NAIC 91472);we cannot answer this complaint.

Please reclassify to Family Heritage Life Insurance Company of ******* (NAIC *****).

Thank you.
Initial Complaint
Date:02/02/2024
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.
Globe Life Insurance coming into my bank taking my money before the due date and I have asked them for (3) months not to take the money until 11th of each month. My due dates are on the 11th of each month, and they are taking it on the 1st of each month making my account overdrawn... I have contact *********** and they said its Globe Life Insurance.
Business Response
Date: 02/19/2024
For your reference, I am enclosing the premium history for all five of the policies since the date each was issued. *********************** is the owner and premium payor for each of these policies. The premiums for these policies were being paid via a recurring monthly bank draft until four of them were placed on direct billing in December 2023. Please allow me to explain further.

As the premium history shows,Globe Life has been drafting premiums for **************** policies on the 11th or 12th of each month. The premium for policy #****R6861 which was drafted on December 11, 2023 cleared the bank and paid this policy to January 2024. However, the premiums for the other four policies drafted on December 11th or 12th were returned by the bank, unpaid, due to insufficient funds. Per procedure, those four policies were placed on direct billing and notices regarding the returned items were sent to ************** on December 18,2023.

According to our records, ************* called on December 29, 2023 to put the policies back on recurring bank draft. She asked that all premiums be drafted on the 12th of each month but the customer service representatives advised they would have to be drafted on the 11th, to which ************** agreed. What the customer service representative did not clearly explain to ************** is that the premiums for the four lapsed policies would be drafted immediately, not on January 11th as ************** appeared to believe.

Because they were not paid current when placed back on recurring bank draft, premiums for policies #****W0345,#****W0346, #****T5373, and #****W5374 were drafted on December 31, 2023 to pay each to January 2024 (at this time, policy #****R6861 was already paid to January 2024, as explained above).

On January 11, 2024, premiums for all five policies were drafted, paying each to February 2024. However, those premiums were returned by the bank, again due to insufficient funds. The returned premiums backed the paid-to dates of all five policies to January 2024. Notices regarding the returned premium payments were sent to ************** on February 6, 2024.

Due to the miscommunication with the customer service representative, and in an effort to resolve this matter, I have asked **************** to advance all five policies one month at no cost to **************. This action will pay the five policies to the following dates:

#****R6861       Rylee R. **********; 02/06/24
#****T5373       ********************** 02/10/24
#****T5374       ************ **********; 02/10/24
#****W0345     **************** **********; 02/11/24
#****W0346     **************** **********; 02/11/24

If she wants to continue the coverage under these policies, ************** will need to submit the February 2024 premium payments immediately.

I trust this information is responsive to your inquiry.
Initial Complaint
Date:02/01/2024
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.
The company has agreed to settle the complaint to my satisfaction, acknowledging that we do not have an outstanding loan and agreeing to send a refund. Thank you.
Initial Complaint
Date:01/23/2024
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 am rejecting this response because: I did not ask them to cancel. I ask them to tell me why I had a policy for years with them and now I somehow did not qualify for a burial insurable and they most certainly advertise "no medical exam or questions". They based it off a "prescription report". They also told me twice coverage was being reinstated and I would receive a premium notice in the mail...which was a lie because I have not received it...since December they have been saying this. e". I have made numerous calls and each time I have been told I would receive a letter in 7-10 business days to sign and send my premium. I have waited 30 days and no letter. They have no intention of reinstating my policy and they have done nothing but lie to me. I want my premiums refunded because this is truly a false advertisement company. My estimate of premiums I have paid is 41 months @ $37.88/month = $1553.08. I want my money back
Business Response
Date: 02/06/2024
Attached is a copy of the response that was sent directly to ************************* via email and regular mail.
I trust this information is responsive to your inquiry.
Business Response
Date: 02/16/2024
Attached is a copy of the response that was sent to ************************* today via email.
I trust this information is responsive to your inquiry.
Customer Answer
Date: 02/17/2024
I am rejecting this response because:
They have lied to me all along. I'm not pouring more money into a company that has not been truthful. They took my money then cancelled because I was prescribed pain pills for a fractured collarbone. Been healthy all my life. You can believe I will tell everyone I meet and post on every social media what a ripoff they are. How can I be a "liability" therefore they won't refund all I paid. They never had any intention from the beginning to provide my life insurance coverage
Initial Complaint
Date:01/12/2024
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.
Received January 12 From Globe Life:
Good Morning Policyholder,

Thank you for your recent e-mail regarding the above referenced policy.
We are sorry to hear of your recent loss, and wish to express our sympathy to you at this time.
Unfortunately, we are unable to discuss claims via email. If your claim has been completed and you wish to dis-pute the decision made by our claims department, please submit your request in writing to:
Globe Life and Accident *************************** PO Box **** ********, ** ***** You may also fax your request to ************, Attention: Life Claims.
I was FINALLY able to get someone on the phone on January 12, who was able to pull up the life insurance info. She said that they would mail me a claim form. It is January 23 and the mail has come and gone and still no claim form has arrived.
l and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. From: ******************************** <********************************> Sent: Tuesday, July 18, 2023 12:53 PM To: ************************* <**********************************>Subject: Ref Number: ECD21B564056D Re: RE: ***************** UNFORMATION REQUESTED FROM REHAB CENTER You don't often get email from ********************************. Learn why this is important Good Morning Policyholder, Thank you for your recent e-mail.For assistance by email, please provide your name and a brief description of how we may assist you. For security purposes, please verify the insureds name, date of birth, and mailing address. Please also provide the policy number, if one has not been provided already. Thank you for choosing Globe Life, where it is our pleasure to service your insurance needs. If we can be of further assistance, please do not hesitate to contact us.Kindest Regards,****** For all future correspondence with us, please use ******************************** Please note that our local number has changed to ************ You can now access your policy 24hrs a day online!!!Please register at *************************************************************
Business Response
Date: 01/30/2024
************************* did not include the insureds name or policy number with the complaint. On January 24, ****, I reached out to **************** via email and asked for this information. Although **************** did not have the policy number, she did provide the insureds name and date of birth, with which I was able to locate the policy.

Policy # ****C4731, insuring the life of ****************************, is a term life policy issued effective May 16, 2022 in the amount of $30,000.00 and includes a $25,000.00 accidental death benefit rider. ************************* is the policy owner; **************************** is the designated beneficiary.

According to our records, ***************** passed away January 10, ****. His death occurred during the two-year contestability period of the policy. As such, the Company will conduct its usual and routine investigation concerning Mr. ******** past health history. Because of the importance of an insurance company receiving true and accurate information, the law provides that, for a period of two years from the date of issue, an insurance company may deny a claim on an insurance policy when the application for insurance contains incorrect or incomplete statements,which, if known, would have caused the company not to have issued the policy. In such a case, the insurance companys obligation is to refund the premiums paid for the policy.

Mr. ******** death was reported by **************** via telephone on January 12, **** and claim forms were sent to her on January 15, ****. **************** acknowledged receipt of the claim forms in an email dated January 24, ****. Once the completed claim forms and proof of loss (death certificate) are received, Globe Life will begin its evaluation of this contestable claim.

In her complaint, **************** alleges that Globe Life refused to provide her with the policy number. *************** contacted Globe Life via email on January 11, **** asking for the policy number. **************** responded back to her on January 12, **** advising only the policy owner can request such information, which is procedure. *************** responded back advising that ****************** passed away. **************** does not answer questions regarding claims via email. Instead, the Customer is directed to contact **************** or Claims via telephone.

As stated above, **************** contacted Globe Life via telephone on January 12, **** to report Mr. ******** death. During this phone call, the customer service representative did not provide, nor did **************** ask for, the policy number.

I trust this information is fully responsive to your inquiry.
Customer Answer
Date: 01/30/2024
I have reviewed the business response and accept this resolution.
Business Response
Date: 05/16/2024
Attached is a copy of the response that was sent directly to ************************* today via email.

Customer Answer
Date: 05/17/2024
I am rejecting this response because:
The only thing I received on May 7 was a notice that Globe Life needed more time. When I called Globe Life to get status of my claim I was told that since I have a complaint out that I have to request claims info in writing. So I am getting punished for complaining. That is not right at all!
When I make requests in writing, I am told that I have to call with emails back to me such as the below:
Good Afternoon Policyholder,

Thank you for your recent e-mail regarding the above referenced policy.

We are sorry to hear of your loss, and wish to express our sympathy to you at this time.

Unfortunately, we are unable to discuss claims via email. To report a death or check the status of a pending claim, please contact our customer service department at **************.

Thank you for choosing Globe Life. It is our pleasure to service your insurance needs. Should you have any additional questions about your coverage please let us know.

****

This is nonsense. All I want is Globe Life to finish the job please and be more reponsive and communicative rather than rejecting my calls because I made a complaint to Better Business Bureau and rightfully so, but I get punished for it. Globe Life, well more than 3 months later still refuses to finish the job. Never was a letter received asking for additional information or signatures, the only one received dated May 7th was asking for more time and patience.
Business Response
Date: 05/21/2024
I received a similar email from **************** on May 17, 2024 and responded to her that same date. I have advised **************** that she is free to contact me directly should she have any questions regarding her claim.

Copies of the letters sent to *************** on May 7, 2024 and May 15, 2024 were provided to her in my May 16, 2024 response,a copy of which was submitted to the Better Business Bureau on that same date.

Again, if **************** has any questions regarding this claim while it is being processed, she is welcome to contact me directly. Customer Service cannot speak with **************** over the telephone due to the fact that our **************** is handling an ongoing Better Business Bureau complaint. Once there is a complaint filed, all inquiries must be made in writing. That is the Companys usual and routine procedure.
Initial Complaint
Date:01/11/2024
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 am rejecting this response because: Globe did not provide what I asked for, which is a hard copy of the corrected transaction history of premium payments for ******'s policy. Further, I would like to know why ****** is getting monthly notices to pay premiums? We pay all premiums electronically. Our bank does not process payments on non-bank days. So, we pay on the earliest date available, which is the 6th of the month. We asked for a due date change, but was told it's okay because you have (I think) 10 days to make payment.
Thank you.
r. She explained that their system took my payments of $28.09 and applied them to ****** because his policy changed from $33.49 to $28.09 (but these are two different policy numbers). She further stated my payment should have been $28.** NOT $28.09. So, ******* payments were doubled ($33.49 and $28.09) credited (with a refund check of $5.40), and ******* policy is past due! This is most ridiculous!I (******) requested that **** correct the payments in their system and send a corrected history of premium payments for both policies. She advised me to correct the payments with our Bank. This was done 1/3/2024.On 12/01/23 (document date) I received ONLY the transaction history for ******. Not ******.As of 12/19/2023 we received another past due notice for ******.I am demanding that Globe correct their system to accurately reflect payments for ******* policy from September 2023 to January 2024 of $28.** (with $0.09 credit). And provide premium history for both policies.
Business Response
Date: 01/31/2024
*************************** is the premium payor for three Globe Life policies #**K587615 insuring ***************************,#**Y458351 insuring ******************************, and #**2M82067 insuring ***********************.The current monthly premium rate for each policy is: $28.** for #**K587615,$28.09 for #**Y458351, and $81.52 for #**2M82067. The monthly premium for policy #**Y458351 was $33.49; however, it decreased to $28.09 effective October 14, 2023 when coverage under the accidental death benefit rider expired.

In September and October 2023,Globe Life received electronic payments in the amount of $28.09 and $33.49 for policies #**K587615 and #**Y458351, respectively. Although the $28.09 was intended for policy #**K587615, our automated system applied both payments to policy #**Y458351 in September 2023. In October 2023, the $28.09 was again applied to policy #**Y458351 instead of policy #**K587615. Of the $33.49 payment, $28.09 was applied to policy #**Y458351 due to the premium increase and the $5.40 balance was refunded. The way the system applied the payments in September and October 2023 is why Ms. ******** policy #**K587615 to lapse.

After receiving a phone call from ******************, on November 30, 2023, Globe Life backed $82.71 from policy #**Y458351 and applied it to Ms. ******** policy #**K587615, paying her policy to December 4, 2023. However, ****************** again submitted $28.09 and $33.49 in December 2023 and those payments were both applied to policy #**Y458351 was described above (the remaining $5.40 was refunded on December 7, 2023).

In January ****, ****************** submitted the correct monthly premium amount of $28.** which was applied to her policy, paying it to January 4, ****. After receipt of the BBB complaint, the $28.09 applied to policy #**Y458351 in December was backed and applied it to Ms.******** policy #**K587615, paying it to February 4, ****.

Currently the three policies listed above are all paid to February ****. As long as ****************** submits the correct premium amount for each policy, there should be no further premiums with the processing of her payments.

I trust this information is responsive to your inquiry.
Business Response
Date: 02/20/2024
Enclosed are the premium histories for policies #**K587615, #**Y458351, and #**2M82067 since January 2019. As explained in the previous response, payments in the amount of $28.09 that were intended for ********************* policy #**K587615 were applied to ********************* policy #**Y458351 in September, October, and November 2023.That is what caused ******* policy to lapse. On November 30, 2023, those premiums were backed from Cedrics policy and applied to Pamelas policy,paying it to December 4, 2023.

On January 5, ****, Globe Life received a payment of $28.09 intended for Pamelas policy. However, the system again applied the payment to ******* because that it the exact premium amount due for his policy (the monthly premium for Pamelas policy is $28.**, not $28.09). On January 25, ****, the $28.09 was backed from ******* policy and applied to Pamelas policy, paying it to February 4, ****. These correctionscan be seen in the attached premium history for ******* and ******* policies.

While the premiums for the above policies may be paid electronically, they are on direct billing, which is why Globe Life is sending premium notices. If ****************** does not want to receive premium notices by mail, she can register the policies online via Globe Lifes website and choose e-billing instead.

The premium due dates of each policy are as follows:

*************************; #**K587615 4th of each month
****************************; #**Y458351 14th of each month
*********************; #**2M82067 22nd of each month

These dates are reflected on the premium notices sent to ******************. The premium due dates cannot be changed;however, there is no danger of lapse in coverage as long as the premium payments are received within 31-days of the due date the grace ****** and the payments are in the correct amount due for each policy.

I trust this information is responsive to your inquiry.
Customer Answer
Date: 02/23/2024
I have reviewed the business response and accept this resolution.
Thank you.
Initial Complaint
Date:01/11/2024
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.
Better Business Bureau Complaint #********

This is what I wrote to Globe Life waiting for response.
I am sorry but I am very unhappy with this arrangement. For one I do not know how much was applied to each account . Two when my electronic payment is made the bank puts the account number on it. Three, your people never told me ******** policy #**F192337,the account was paid in full till June 1, ****. And forth. I never get bills from you people at Globe life. So I always paid in full on the day that it was opened. And 5, I know I'm the payee of all four accounts, including policy #**5B26657 . I've had ********************* talk to your staff and put my name on her account because I am paying . But every time I call , I cannot talk about hers or ******** account because you want their permission. I do not know how many times I need to do this. Please advise.Both parties have given you permission. So send me the bills and I will pay electronically as I always have.Also send me the dates due for each policy. IF someone overpays for whatever reason , maybe they're old and forgetful or there's a misunderstanding, send the overpayment back to them. Then if you comply I will be very happy..
Sincerely *********************
******************* <**********************> Wed, Jan 31, 10:10?AM (23 hours ago)

to cklawhon, Globe, me
Business Response
Date: 01/30/2024
Attached is a copy of the response that was sent directly to ******************* via email on this date.
I trust this information is responsive to your inquiry.
Customer Answer
Date: 02/07/2024
I am rejecting this response because:
Business Response
Date: 02/16/2024
Attached is the response Globe Life sent directly to ******************* via email on this date.

I trust this information is responsive to your inquiry.
Initial Complaint
Date:12/28/2023
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.
We are not rejecting the response only replying to it because: We received a letter in the mail 'today' from GlobeLife for ************************************ signature/date. ************************* will also sign/date it, and the ***** of ********* ******************* will also sign/date it. That way ALL signatures will be on the form. The fastest way to send it back is by FAX or EMAIL so we will do both. Please KEEP THIS COMPLAINT OPEN until then and until the check is received. We will then wait for the surrender check. Thank you so very much, *************************, ******************************** and ********************* ***** (POA), 1-12-2024 at 4:40pm EST
Business Response
Date: 01/12/2024
Policy #**M636950, insuring the life of ******************************, was surrendered on November 13, 2023. Contrary to what ************** was told by ***************** the surrender check was not mailed on November 14, 2023. The check was actually pulled during auditing because the request for surrender was only made by ****************************. Please allow me to explain further.

The above policy has two owners ******************************** and ****************************. A copy of the direct mail application reflecting both to their signatures is enclosed for your reference. Because there are two owners, both need to request/consent to surrender of the policy. As this time, we only have ********************* request for surrender.

Policy notes indicate a letter was sent to ************************* and ******************************** on December 14, ******************************************* order to surrender the policy. A copy of this letter is enclosed. Once Globe Life receives the signature of both parties, we will be happy to release the surrender check.

The form sent December 14, 2023 with both signatures can be returned to our **************** via email at ************************************, fax at ************,or regular mail at:

ATTN: ****************
Globe Life And Accident Insurance Company
****************************************************************************************

I trust this information is responsive to your inquiry.
Business Response
Date: 01/22/2024
The proper signatures necessary for surrender of the above policy were received from ********************* ***** via email on January 16, **** and forwarded to Living Benefits for processing. On January 18,****, ************** was advised that a copy of the check would be provided to her immediately upon receipt and the check would be sent via to her via Federal Express.

A copy of the check will also be provided to the BBB as soon as it is received in our *****************
Customer Answer
Date: 01/22/2024
The check needs to be made out to ************************* (and ***********************************, if needed) and mail to their address of.. **************************************************************** The paralegal now handling this has been very helpful and quick in her responses. Thank you so much.. ********************* *****, POA
Customer Answer
Date: 01/25/2024
I have reviewed the business response and accept this resolution.
The check needs to be made out to ************************* (and ***********************************, if needed) and mail to their address of.. **************************************************************** The paralegal now handling this has been very helpful and quick in her responses. Thank you so much.. ********************* *****, POA

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