Business ProfileforGuarantee Trust Life Insurance Company

After having been with GTL for over 35 years without issues, we have been having issues logging into our account after website changes, and GTL claims they cannot take payments over the phone. They made an exception because of the convoluted system. The pay bill option is only on the home page, but the link my mother uses for the site goes to the login page. My mother is not that familiar with how to maneuver a website.After attempting to re-register multiple times, agent after agent claimed to send registration documents to the house, but only sent copies of the documents on file for either adding a beneficiary or setting up auto-pay. Major miscommunication on the part of their agents.Today we were informed that we would have to use **** for the social security number because the system does not have social security numbers. It does, but, like I said, their system is convoluted, which is why we had trouble re-registering for the past 2 years.Now, concerning my recent customer service experience, the representative was rude. When I tried to explain what had happened to us over the past couple of years, she began talking over me, and claimed I wasn't telling the truth. I asked her not to talk over me while I explain what had happened. She then justified her talking over me by saying she was explaining what needed to be done. I said it does not matter what she has to say, you never, ever talk over the customer. After she explained that I could make a payment without registering, and she told me where to go, I thanked her for that information, but told her I wanted the registration to be completed properly. Because of recent issues re-registering, she sent me a link. I asked her to stay on the line as I completed the process. She refused. Arguing with me took longer. I claimed it was poor customer service, and she claimed she helped me by sending a link.Rudest customer service ever! There needs to be an option for 0 stars

February 27, 2024 *************************** Better Business Bureau ****************************************************************************************** Dear ****************,We thank Mr. ***************************** for taking the time to provide us with feedback through the Better Business Bureau (BBB) and allowing us the opportunity to address his concerns. At Guarantee Trust Life Insurance Company (GTL), we take pride in providing excellent personal customer service. We regret this was not Mr. ******** experience. As our response contains confidential health information subject to protections afforded to individuals under the Health Insurance Portability and Accountability Act Privacy Rule (HIPAA), we are unable to respond directly to ****************** through the BBBs public website. Due to this fact, we will send our detailed response directly to ******************, regarding this matter.Should ****************** have any further concerns after reviewing our response, we invite him to call and speak with one of our friendly and knowledgeable **************** Representatives at **************.Sincerely, Guarantee Trust Life Insurance Company Product Approval and Compliance