Business Profile

Insurance Companies

Globe Life Family Heritage Division

Complaints

This profile includes complaints for Globe Life Family Heritage Division's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

44 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

If you've experienced an issue

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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:04/07/2025
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.
A representative came to my work location to sell life insurance, at that time was interested but then after the initial sign in everything seemed off. No confirmation or customer number anything of that sorts. Later that evening I got a call from am agent finalized everything. I told that agent I didn't want to move forward and I told her I did not, and said ok thats fine. On April the 4th the day the payment was suppose to be due they withdrew from my account. I then called the 800 number and they stated they don't do that where someone else calls. She then told me she would start the refund but takes several weeks I would get an email. I never received an email this was on 4/4 along with myself never receiving any kind of confirmation or anything from the agent.
Business Response
Date: 05/05/2025
Thank you for allowing me to reply to this complaint.
We received two applications for Ms. ****** ***** on 4/1/2025. Ms. ***** called our office on 4/4/2025 to terminate her policies. The policies were terminated and set up for a 1-month refund, however, the bank returned the payment as 'Authorization Revoked by Customer'. Therefore, payment was not received, there is no refund.
If she has any further questions, she may contact me directly.
Sincerely,
****** S
************
Initial Complaint
Date:04/07/2025
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 purchased an accidental injury insurance policy 11/28/2023 with ***** *******. He told me the company will reimburse my premium after a full year if I don't file a claim and a percentage if I do file a claim. I reached out to him in January 2025 for my refund, he didn't respond. I emailed, called and left a message with Globe ************** in January and March with no response. I'd like my full year premium refunded and the 4 months for 2025, as I also requested to cancel my policy if the refund was not granted.
Business Response
Date: 04/16/2025
This complaint is for Family Heritage ********************** (NAIC *****), rather than Globe Life and ************************** (NAIC *****); we cannot answer this complaint.

Please reclassify to Family Heritage ********************** (NAIC *****).

Kindly reply to this email to ensure receipt, thank you.
Business Response
Date: 05/15/2025
Thank you for allowing me to respond to this complaint.

Ms. ****** had a Supplemental InjurCare policy that went into effect on 11/28/2023 and was termed on 3/31/2025 per Ms. ******* request. A confirmation letter was sent to Ms. ****** on 3/31/2025.

Her policy included a Cash Value Rider which requires the policies to be in effect for a total of 25 years to receive the complete refund of premiums paid, minus any claims. The 25-year maturity date would have been 11/28/2039. As of today, she has paid into her policy for 16 months, therefore the Return of Premium has not yet matured and there is no refund.

Attached is a copy of the original policy that was mailed to Ms. ****** in November 2023, which includes the Cash Value Rider (page 7)information. If Ms. ****** has any further questions; she may contact me directly.

Sincerely,
****** *.
************
Initial Complaint
Date:01/13/2025
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 had an agent come to my home to sign me up for insurance. I told him I couldnt really afford insurance. Already had some through my job. He tried to get me a cheap plan for me and my children. I gave him information but never gave my kids socials. He said someone would contact me to finish application. The next agent that called I told her I didnt want to go through with policy. They called my phone multiple times times a day and I told every agent that I didnt want to continue with process. I get a email that the policy is approved after I said several times we did not want policy. Then the policy wasnt even for my kids. It was a cancer policy for my fiance. They spelled his name wrong. Dont have his social. We have called and were told the policy was canceled and they continue to take money from my account. From July 2024 to January 2025. I want all my money back. We never approved . Stop taking money from my account. Im owed over 400 dollars. The policy isnt even for my kids. I feel scammed and taking advantage of of as a pregnant women. This has put alot of stress on me. I just want all my money back. I dont recommend this company to anyone
Business Response
Date: 02/27/2025
We would like to thank ****** ****** for reaching out to our office regarding this matter. After a search of our records, no active policy was found under this customer's name. Please provide a policy number or name of the policy owner/insured and a further search of our records can be conducted and the customer's request for cancellation and refund can be addressed.
Initial Complaint
Date:01/07/2025
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.
Enrolled in policies for cancer,cardiac and *** coverage after being told if I ever cancelled my policy I would receive a return of premium less any claims paid out. I cancelled my policy after 5 months after coming to the conclusion that I did not need the policies and never filed any claims on said policies I was informed that I would not be refunded any money because there is a maturation date of 25 years which I was never told before signing up.
Business Response
Date: 01/16/2025
This complaint is for Family Heritage Life (NAIC *****), rather than Globe Life and ************************** (NAIC *****); we cannot answer this complaint.

Please reclassify to Family Heritage Life (NAIC *****) and direct the complaint to **************************************************************.

Kindly reply to this email to ensure receipt, thank you.

***** ****** (she/her/hers)
Legal Affairs Specialist, Legal OKC | Globe Life And **************************
d: ************** | f: **************
*************************************
**************************************************************

Business Response
Date: 01/31/2025
Thank you for allowing me to respond to this complaint.

Ms. ****** had a Supplemental Cancer. *** and Heart policies from 8/23/2024 12/23/2024. The policies were sent to her August of 2024.

Her policies included a Return of Premium Rider which requires the policies to be in effect for a total of 25 years to receive the complete refund of premiums paid, minus any claims. The 25-year maturity date would have been 8/23/2049. As of today, she has paid into her policy for 4 months, therefore the Return of Premium has not yet matured and there is no refund.

Attached is a copy of the original policy that was mailed to Ms. ******* If Ms.Cignay has any further questions, she may contact me directly.

Thank you,
****** *.
************
Customer Answer
Date: 01/31/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:11/18/2024
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 was told the process was easy and quick for claim filing. I already had Aflac when I was signed up for this plan. I filed my preventative claim for cancer prevention with both companies on the same day. ***** has already processed the claim and deposited the money into my account. ********************************************* told me this morning they haven't even received the claim, but I have proof of the claim being filed. I refuse to spend another dime on a policy that clearly has no ability to make payment. I am honestly glad I realized this before spending even more money on a monthly premium. For anybody debating on getting this plan or working with this company I hope you decide to choose a plan elsewhere. Aflac and ******* are both much better companies that honor their word about processing claims in a timely manner. I called to cancel my policy this morning and was told an email had gone out for me to print, sign and fax. I have yet to receive the email and will likely have to call back. Do better.
Business Response
Date: 12/27/2024
Thank you for the feedback. We are sorry your experience with our company has not met your expectations. Your claim has been processed. If you have any questions or need further assistance, please contact our ***************** at **************.
Customer Answer
Date: 12/27/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:11/06/2024
Type:Customer Service 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 contacted Globe Life 7 times and Al. ******** has contacted them several times. I am trying to get ******** for my husband who is in a nursing home. Getting the cash value of 7 different burial and vault policies on my husband and I is the only thing holding ******** up for him to be approved. Every time I have called, they say it will be 24 to 48 hours to receive an email on this. They have told ******** they will fax it to them and they have never heard from them either. This has been going on since Sept. lOt2O24. Policy #'s for ******* L, *****: ******* LO29627O ******** ******* Policy #'s for ****** *******: ************** LO64779 I have also requested forms to fill out to change beneficiaries and to change to my married name. These are very old policies that our parents took out in the 6O's

Business Response
Date: 12/27/2024
We would like to thank ******* ***** for reaching out to us regarding this matter. The policy numbers provided are not Family Heritage Life policies. I found several of the numbers under American Income, but those policies lapsed prior to 2000. I will reach out to Mr. ***** for additional information.
Initial Complaint
Date:04/10/2024
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.
On March 28th, 2023 I got weaseled into buying Globe ************** from a man who came into my place of business and more or less would not leave until I signed up. I cancelled my policy the next day due to being bamboozled. Turns out a year later they are still charging my account $15 a month for an ICU policy that I was not even aware i had. The customer service people (if your lucky enough to get through to them) will just hang up on you. There has been no emails or letters or any kind of statement sent to me in the past year. **************** lady says it is considered "junk mail". I feel absolutely robbed and I think this company is absolute scum. Also, why can't you leave reviews on their website, ******* or ********* I feel like if the real reviews were shown it could save somebody a lot of time and money in the future
Business Response
Date: 05/08/2024
Thank you for allowing me to respond to this complaint.
**************************** purchase 2 policies (see attachment) with our company which went into effect on 3/28/2023. We received a termination request on 4/25/2023 canceling her InjurCare policy only (see attached). Her ICU policy was drafting her account for $15.60 on the 5th of each month. We received our first phone call from **************************** on 4/10/2024 where she was given the procedures to cancel, and we received that request on 4/10/2024 and her policy was terminated.
The attached documents are what has been sent to **************************** for her policies since the effective date. After further review, we will honor the date of her request of her InjurCare policy. If she has any further questions, she may contact me directly.
Sincerely,
****** S
************
Initial Complaint
Date:01/31/2024
Type:Customer Service 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 interested in cancer insurance. I met with the insurance agent in his home. At that time he kept showing me pictures of people getting their payout. However I was there to know what all was included in the CANCER insurance coverage. At the end of showing me pictures of others payouts he asked for my banking information. I obliged and stated that I never give anyone my account numbers. He stated this was the ONLY way for me to obtain life insurance. This cannot be the only way and I feel he did this for more compensation from his company. Instead of asking me, he kept trying to give me all 3 insurances at top level. He quoted insurance at about $300 monthly which is too much for someone under 40 years old. I ended up with cancer insurance and ICU coverage. Not because I wanted it, but because this man LIED for personal gain. They took funds from my account BEFORE ever providing me with a policy number or what was included. I was unable to cancel insurance until I received policy information. I want a refund of my money, I want that agent retrained because he was a sleeze ball. Misleading customers simply to get money. I want a refund as well as contact by the business.
Business Response
Date: 02/14/2024
In her complaint, *************************** did not provide the name of the agent in question or the dates on which her encounters with the agent took place. I reached out to ****************** via email on February 8,2024, asking her to provide the agents name, the approximate dates of her encounters with the agent, and her policy number.

****************** responded back on February 12, 2024 with agents name and dates. ****************** advised she would provide her policy number when she returned home. As of now, the policy number has not been received.

I have forwarded a copy of Ms. ******** complaint to our agency department to reach out to the agent for comment. However,an extension of time is required to fully respond to Ms. ******** complaint. Such response will be provided on our before February 23, 2024.

If you should have any questions in the meantime, please feel free to contact me via email at ************************************.
Customer Answer
Date: 02/14/2024
******************* reached out to me even after canceling my policy asking me why. My policy number was 2046124-0
Customer Answer
Date: 02/19/2024
I am rejecting this response because: ******************* reached out to me even after canceling my policy asking me why. My policy number was 2046124-0
Business Response
Date: 02/23/2024
Per an email from ***************************, the agent in question (*******************) is with Family Heritage Life which is a division of Globe Life. A copy of the complaint has been forwarded to Family Heritage Life for response. Please re-classify this complaint.
Thank you.
Customer Answer
Date: 02/23/2024
I am rejecting this response because: Its still theyre company
Initial Complaint
Date:01/25/2024
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.
Fidelity life I got a life insurance plan for 20yrs for 760 a yr. And it was never disclosed till I got the policy that after 20 yrs **** go to ****a yr. No consideration was given and I never used the policy and would like a refund but they stated they can not refund they also securitized my agreement and our selling said security and Im not getting any consideration for funding the account
Business Response
Date: 01/26/2024
We believe that this complaint has been filed against the wrong company. We are affiliated with *************.
Initial Complaint
Date:01/16/2024
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.
Bought a cancer policy in **** from Family Heritage with a 20 year return of premium. The paperwork I signed showed an amount for cancer, icu and total premium. I just went through canceling my policy and am told I get my premium less $2400. The $2400 is supposed to be because there was no return of premium added to the icu. Nothing in paperwork shows that I needed to add it. Nor was I told that the *** that I paid for was only for the cancer portion. I'm not the only with this icu charge and no ***. I feel this is the scam. I feel like the sales agent was trained to add icu insurance to the policy for them to make some extra money. If need be I am ready to get my attorney involved in order to get my $2400 back. Feel like I have been taken advantage of by these people. Worst mistake I ever made buying this insurance from this company and will be sure to let others know.
Business Response
Date: 02/12/2024
Thank you for allowing us to respond to this complaint.
******************** had two Family Heritage policies. One was an individual cancer policy, and the other was an individual intensive care (***) policy. As she mentioned in her complaint, the cancer policy included a return of premium rider that provided for a return of all paid premiums, minus any paid claims, after the 20 years.This benefit was paid to **************** by way of a check in the amount of $12,480.00.

While the ******** ****** of ********* allows for a cancer policy to include a return of premium benefit, the ****** prohibits a return of premium benefit with an *** policy. The brochure and policy for the cancer coverage prominently displays an explanation of the return of premium rider. The brochure and policy for the *** coverage makes no mention of return of premium.

Im so sorry if ******************** misunderstood any terms of the policy. The policies that ******************** received contained a 10-day free look provision (below) during which she could have examined her policy to determine if it was as she expected. Had she reviewed the policies and decided that they were not as she claims the agent described, she could have returned them for a complete refund of any premium she had paid, and the policies would have been voided.
TEN DAY RIGHT TO EXAMINE POLICY: If, for any reason, You are not satisfied with this policy, You can return it to an authorized agent of the Company or to ******************** within 10 days after You receive it for a complete refund of Premium and cancellation of the policy.
Thank you again and if there are any additional questions, please contact me directly.
Sincerely,
************************
************

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