Complaints

This profile includes complaints for Protective Life Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Protective Life Insurance Company

  2801 Highway 280 S Birmingham, AL 35223-2479

• 

  Protective Life Insurance Company

  PO Box 820 Deerfield, IL 60015-0820

• 

  Protective Life Insurance Company

  600 Vine St Ste 1800 Cincinnati, OH 45202-2429

• 

  Protective Life Insurance Company

  870 Market St San Francisco, CA 94102-3001

• 

  Protective Life Insurance Company

  PO Box 770 Bannockburn, IL 60015-0770

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:07/14/2025

  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.

  My husband died on April 6. 6 weeks later my stepson and I received the death certificate and contacted protective life to file our claim. We filled out our paperwork and sent it back in. On June 18 I contacted protective life about my claim, I was informed that my paperwork was processed and that I would be receiving my paperwork via the mail in a few days they also told me that I was receiving 167 thousand dollars from the life insurance policy. I received my paperwork stating again my payment and a check book. I wrote a check for the full amount to transfer the money to my account. On June 27th. On July 7th I received a call telling me the money had been taken back out of my account. I called ********************** life and was told that they shouldnt have opened that account for me and that they would be mailing me a check. They said the called me on june 30th and left me a voicemail but I didnt receive any. They said I was still receiving the same amount of money and that they had mailed out the check on June 30th. I was given the name of the person handling my account ***** ********* and that he would call me. I was finally able to speak him in person on July 10th. He tells me that they made a mistake and that I wasnt actually the person on the life insurance policy who received that money so they took it out of my account and that it was unfortunate. I told him that they have one job and that they grossly got their job wrong. ***** then tells me how sorry he is and that he doesnt understand how this happened because they go through several fail safe measures before they issue payments. I told him apparently their measures dont work.

  Business Response

  Date: 07/25/2025

  Thank you for your correspondence. Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we have provided a response to the customer. If you desire a copy of our response, please contact the customer.  

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23588571
  
  I am rejecting this response because:
  The message is unhelpful. Their incompetence and their gross negligence has cost me a house. They have 1 job to properly distribute the life insurance money properly. They completely did their job wrong and by doing so an entire domino effect has occurred. They have not reached out to me. I have not received any response. 
  Sincerely, **** LosKamp 
  
  **** *******

  Business Response

  Date: 07/28/2025

  Thank you for your correspondence. Because of privacy concerns, and in accordance with our standard operating procedure, we cannot answer inquiries or complaints to non-regulatory organizations. The company's position has been provided to and received by the customer.   If you desire a copy of our response, please request it from the customer.   

• Initial Complaint

  Date:07/11/2025

  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 purchased GAP coverage as part of my vehicle financing to protect me in case of a total loss. In 2025, my car was totaled, and I chose to retain the vehicle. The insurance company deducted $4,572.01 in salvage value from the payout — but I never received that money. Despite this, the GAP provider deducted that same amount from the GAP benefit, leaving me with a $2,954.21 loan balance.
  
  I submitted a formal dispute on June 25, 2025, requesting a supervisor-level review, full contract copy, and breakdown of the benefit calculation. The company responded by citing a contract exclusion for “owner-retained salvage,” despite the fact that the deduction was not a payment to me or my lender.
  
  I believe this practice is deceptive and unfair. The product was sold to protect me from having a balance after a total loss — yet now I am left with a loan balance due to a technical exclusion that was never clearly disclosed. I am requesting the company reconsider its position and honor the full GAP benefit or provide a refund covering the denied amount.

  Business Response

  Date: 07/16/2025

  RE: BBB ID Number:
                         ********
         Contract Holder:                       **** ******
         GAP Addendum Number:     ****** ***********
  
  Dear Sir or Madam:
  
  Protective Asset
  Protection, Inc. (“PAPI”) received your July 11, 2025, email and letter
  addressed to Protective Life Insurance Company (“PLICO”). PAPI is the
  administrator of the GAP Addendum Ms. ****** purchased. PAPI is a Protective
  Life Insurance Company affiliate and the correct company name for this
  complaint. We request that you change your records to reflect the correct
  company name.
  
  The GAP Addendum
  is an amendment to the financing agreement between the GAP Addendum holder and
  the lender. PAPI and PLICO are not parties to the finance agreement or the GAP
  Addendum.
  
  We
  have reviewed the file and found the information below.
  The GAP benefit
  was calculated as follows:
  The Bank payoff
  as of the Date of Loss: $16,554.88
  Minus the
  insurance settlement: ($10,174.75)
  Minus the
  warranty refund amount: ($1,358.51)
  Minus the
  Salvage Deduction: ($4,572.01)
  Equals the GAP Benefit: $449.61
  
  The $4,572.01 was deducted because Ms. ****** decided to retain
  the vehicle after loss. The GAP BENEFIT CALCULATION, states “The GAP
  Benefit waives all or a portion of the amount owing under the Financing
  Agreement and, subject to the remaining provisions of this GAP Addendum, is the
  lesser of the Scheduled Payoff Balance or Actual Payoff Balance minus: D. Any
  amount by which the Constructive Total Loss settlement made by the Primary
  Carrier has been decreased because of prior damage remaining unrepaired at the
  time of a Constructive Total Loss, the value of owner retained salvage, towing
  fees, inspection fees, storage charges;”
  
  By pointing out
  the foregoing, PAPI and its affiliates do not waive, but specifically reserve,
  any and all rights and defenses they may have under the service contract and
  the applicable law.
  
  Sincerely,
  
  
  ******** *******
  Associate II Regulatory
  

  Customer Answer

  Date: 07/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  To Whom It May Concern,
  I am writing in response to the formal reply provided by Protective Asset Protection, Inc. regarding my complaint filed on July 10, 2025.
  I am rejecting the response from the company. My primary concern is that the dealership affiliated with Protective Asset Protection, Inc. does not clearly inform customers that they will be double charged—both for retaining the salvage value of a vehicle and for any remaining credit on extended warranties—if they choose to use this company for GAP coverage.
  While the company may cite fine print or legal terms within the GAP Addendum, I believe the practice lacks transparency and misleads customers at the point of sale. Most consumers are not aware they will receive a drastically reduced GAP benefit due to these deductions, especially when retaining a totaled vehicle.
  This experience has left me feeling deceived, and I strongly believe the company should be held accountable for more honest and upfront communication with customers. I am submitting this rejection not just for myself, but to help protect future consumers from similar misunderstandings. I respectfully request that my complaint remain open as unresolved and that the company’s business practices be noted with a negative review.
  Sincerely,
  **** ******
  **** ***** ***** **
  Mansfield, TX 76063
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 07/28/2025

  RE: BBB ID Number:
                         ********
         Contract Holder:                       **** ******
         GAP Addendum Number:     ****** ***********
  
  Dear Sir or Madam:
  
  Protective Asset
  Protection, Inc. (“PAPI”) received your July 23, 2025, email and letter rejecting
  our original response.
  
  It is the
  responsibility of the customer to thoroughly review and understand the GAP
  Addendum in its entirety prior to signing and agreeing to the Terms &
  Conditions. The “double charge” reference by the customer originates from the
  primary insurance provider and is not related to the GAP Addendum.
  
  The various scenarios
  and applicable deductions are clearly outlined in the GAP Benefit Procedure
  & Calculation section of the agreement. We recommend that Ms. ******
  contact her primary insurance provider directly to discuss the matter further. We
  sincerely apologize for any inconvenience this situation may have caused Ms.
  ******.
  
  By pointing out
  the foregoing, PAPI and its affiliates do not waive, but specifically reserve,
  any and all rights and defenses they may have under the service contract and
  the applicable law.
  
  Sincerely,
  
  
  ******** *******
  Associate II Regulatory

  Customer Answer

  Date: 07/30/2025

  Dear BBB,
  
  I respectfully reject the response provided by Protective Asset Protection, Inc.
  
  While I acknowledge the GAP Addendum includes language about the deduction of salvage retention, I believe the application of that policy is misleading and ultimately unfair. The key issue is that I did not receive the salvage value in cash to apply toward my loan. My primary insurer deducted that amount from the total loss payout because I retained the vehicle — however, the GAP provider then deducted the same amount again when calculating the benefit, even though it did not reduce my loan balance.
  
  This results in a coverage gap that I was unaware of at the time of purchase. The product was sold without fully disclosing how this exception would be handled, and as a result, I am left responsible for a balance I believed would be covered by GAP.
  
  I understand that the company is following the contract language, but I strongly believe the practice is misleading and does not align with the expectations most consumers have when they purchase GAP coverage. I am disappointed in the company’s unwillingness to address this concern fairly.
  
  Sincerely,
  **** ******

• Initial Complaint

  Date:06/19/2025

  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 requested a loan against my life insurance policy . The first transaction went smoothly. The second transaction that we are waiting for I spoke to multiple customer representatives. Each time I call in I get a different answer. I was given the paperwork to fill out which I have done now 3 times. Today I called and spoke yet again to another customer representative who was down right rude! She said that my paperwork went through and it is being processed. I asked how long until I get the money and she said I can not tell you that and hung up on me. The last customer representative that spoke to today told me I filled out my w-9 wrong and I need to fill it out and fax again. I filled it out identically as the first loan which I did not have problems getting the money. How can one representative say its good and being processed and then another saying I filled it out wrong. I have been now waiting 3 weeks for them to receive paperwork and process it. I have asked to talk to their supervisor and she said no that I will get the same answer. Which one? I spoke to several different customer representative. I am elderly and explained Im in dire need of this money to pay my bills they did not seem to care. This is not right that I have fight this hard for my loan against my own policy. At this point I am ready to surrender my policy. When someone asked me for advice on who to go through for a life insurance policy it sure will not be this company.

  Business Response

  Date: 06/23/2025

  Thank you for bringing this matter to our attention.  Due to privacy laws, we cannot provide you with any information regarding this life insurance policy.  Accordingly, we will respond directly to ******* ********* regarding this matter.

• Initial Complaint

  Date:06/18/2025

  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.

  I am trying to cancel a life insurance policy and they are refusing to do so. It cost $14.80 a month.

  Business Response

  Date: 07/02/2025

  Thank you for making us aware of the concerns expressed by the complainant. 

  To protect the privacy and confidentiality of the policyholder, our office has responded directly to the complainant addressing her concerns. Should you have questions or require additional information, please feel free to contact our office.

  Customer Answer

  Date: 07/03/2025

  I accept

• Initial Complaint

  Date:06/10/2025

  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 applied for life insurance on may 14th of this year, and paid a down payment of $192.00. About a week later I was notified that they would not offer to insure me. I have been waiting for my refund since then, and only receive a runaround

  Business Response

  Date: 06/16/2025

  Thank you for bringing this matter to our attention. Due to privacy laws, we cannot provide you with any information regarding this policy. Accordingly, we have responded today directly to *** ******* regarding this matter.

• Initial Complaint

  Date:06/06/2025

  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.

  I am trying to file a life insurance claim as a beneficiary. They are supposed to send me a quote so I know what my portion is, as well as the taxable earnings as it was an annuity. I have called on 4/11/25, when i was told this would take 7-10 business days. I followed up on 4/25/25, 5/30/25, and 6/4/25, each time with an alleged escalation. I keep getting to **** in ***********, but am told there is no one higher he can send me to, or a direct number for anyone who can help, but that he has put in an escalation. There seems to be nothing more he can do, and no one else is responding or helping. This is now two months, with consistent follow **** for something that should have been received in 7 days.

  Business Response

  Date: 06/16/2025

  Thank you for your correspondence. Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we have provided a response to the customer. If you desire a copy of our response, please contact the customer.  

  Customer Answer

  Date: 06/20/2025

  Thank you; Yes, I accept.  This really helped them to start responding. Thank you. 

• Initial Complaint

  Date:06/02/2025

  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 sent request for loan against my police on May 16, 2025. As of today, June 2, I have not received the funds which were to be delivered electronically. I have called at least 4 times regarding this matter and have been giving multiple different answers. I spoke with a manager on Friday, June 1 who assured me that I would have the funds on today, Jun 2. I called Protective Life again today, Jun2 2 and was told that process was completed today and the funds would be in my account tomorrow, June 3, 2025.

  Business Response

  Date: 06/16/2025

  Thank you for making us aware of the complaint filed with your office.

  To protect the privacy of the policyholder, a response is being provided directly to Ms. ***** concerning the matter.

  Should you require a copy of our response, we respectfully ask that reach out to the policyholder. If additional information, is required from our office, please do not hesitate to contact us. We will be happy to assist. 

• Initial Complaint

  Date:06/02/2025

  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 am my sister's personal representative with a *************** of Attorney, as she is currently infirmed and resides in an assisted living facility as a self pay client. In September of 2015 she bought a fixed annuity from Protective Life Insurance *** for retirement purposes, as advised by her financial advisor (****** ***** in ****** *****). Because she is a self pay client we need access to the funds currently held in this annuity to pay her monthly care bills. In February of 2025 I called Protective's **************** to begin the withdrawal process, and was instructed to submit a *** via email before they could speak with me regarding my Sister's annuity. I was instructed to allow 3 to 4 weeks to process the **** On 4-10-2025 I called, the *** had been received and uploaded in their computer system and service personnel were able to speak with me. I was instructed to submit a withdrawal request, which was completed on 4-15-2025. I have called several times for updates and was told the request was never received. I have submitted the request 3 times, once directly to the representative and she confirmed receipt. I have called and emailed several times and never get results. I have never received any correspondence or updates regarding the requested withdrawal. I will attach my notes documenting the attempts and actions I have taken in this process. My Sister is a self pay client in an assisted living facility, we need this money to pay her bills. This is HER MONEY and must be released. Thank you for your help.

  Business Response

  Date: 06/10/2025

  Thank you for bringing this matter to our attention. Due to privacy laws, we cannot provide you with any information regarding this policy. Accordingly, we have responded directly to Mr. ******* regarding this matter.

• Initial Complaint

  Date:05/30/2025

  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 was incredibly disappointed by Protective Life Insurance when my life insurance policy was abruptly cancelled without any notification or attempts to contact me by the business. When I called the called center I was told that my policy was cancelled for nonpayment. This was baffling because I have several years worth of receipts and payment confirmation numbers from Protective showing that I have not been negligent in my payments. I was told that I was eligible for a simple policy reinstatement as long as I paid the outstanding $300+ charge for the last 2 billing cycles that Protective did not collect. I am fine with this as I had already made these payments multiple times and even confirmed on the Protective website that my policy had been paid in full for each of the billing cycles in question. Regardless of the call center telling me that I was eligible for a simple policy reinstatement, I am now being processed as a brand new customer and am being forced to undergo additional health verifications to restore the same policy and coverage that was already approved for by my initial health verification a few years before. These additional demands only add to my frustration about the policy being cancelled with zero notification by phone, email, mail, or account alert banner. At this point I dont know if I need to get a lawyer to litigate this situation or to just cut my losses and find another provider. Honestly, Im fine paying the cash Protective never collected from my previous payments, Ive always been willing to, but Im tired of the and runaround and misleading information that they are giving me. I would like to be contacted by an empowered authority within Protective who can re-instate my policy and process a payment immediately.

  Business Response

  Date: 06/04/2025

  Thank you for bringing this matter to our attention.  Due to privacy laws, we cannot provide you with any information regarding this life insurance policy.  We have responded directly to ****** Haven regarding this matter.

• Initial Complaint

  Date:05/19/2025

  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.

  Money owed to the beneficiary ****** G. ****** of $8000.00 from deceased sister ****** ****** case number ************.Policy/Contract: C00509861

  Business Response

  Date: 06/02/2025

  Thank you for your correspondence. Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we have provided a response to the customer. If you desire a copy of our response, please contact the customer.  
  

  Customer Answer

  Date: 06/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to **** have recieved the check for 8000. Dollars from Protective Life Insurance of ****** ****** policy.

  Sincerly, 

  ****** G. ******

  
  
  Sincerely,
  
  ****** ******