ComplaintsforProtective Life Insurance Company

• Initial Complaint

  08/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been paying this life insurance for a long time, twenty years. Payment was monthly bank drafted on the due date. I mailed preauthorized annual withdrawal for drafting yearly from ********** on April 14, 2022. Annual payment of $188.00, to be withdrawn on the 28th. I had a guaranteed premium through 3/08/2025.but the company by mistake or for convenience charged me a ridiculous amount of $929.00 instead of $188.00. I informed **************** so the bank refunded my money. Now this company is saying that my policy lapsed because I didnt pay the $188.00. I would like an explanation of why I was charged $929.00 when it should have been $188.00. More likely its a tactic that this company is using due to the policy ending in 2025. I would like to know why was I charged $929.00 instead of $188.00 which was fixed until 3/09/2025. I informed Protective Life Insurance, but they never explained me anything. I know my policy is ending next year, but after paying for such a long time I would at least like to ended at the termination date not earlier. I would appreciate your help in this matter. Thank you,

  Business response

  09/04/2024

  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

  08/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received notice from this company that my deceased father made me the beneficiary of an annuity. I reached out to company as my father passed over 6 years ago. They explained that it takes time to process after a death. The notice asked if I would like to take over the fund. The person I spoke with told me to sign paperwork so I would become the owner after which I could cancel and cash out the fund. I did this.The next notice I received said that I was now the insured and not beneficiary and that this was not an annuity fund?!The last notice dated 8/1/24 said there is insufficient cash value and asked me to pay the premium. Of course I will not pay!It is disgusting that this company used my deceased father to try and scam me out of money. Repulsive I have copies of the forms sent and have kept all the emails.

  Business response

  08/19/2024

  Tell To Whom it May Concern:
  
  I am writing in response to your correspondence dated August 15, 2024, addressed to Protective Life Insurance Company regarding the Case Number ********. Due to privacy laws, we cannot provide you with any information regarding the complaint that ***************************** filed. Accordingly, we will respond directly to her.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I no longer need life insurance. I called to cancel my policy and get my surrender value. I was told there is No surrender value for a term policy. I logged into my policy and it said there is a residual. I then asked to cancel and was sent paperwork that needed to be signed before a witness. I did so but was sent another signature page. By this time, my online policy value said it was zero Now I get no response from the company. It feels like they delayed the cancellation until the value was used to pay off the policy once payments stopped.

  Business response

  08/14/2024

  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

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I entered into a 20yr term life insurance policy. The premiums were taken each month from my acccount WITH permission only for the FIXED permium amount of $52.52 per month. Without any notification niether thru email, postal mail or phone call they withdrew $260.42 from my account. When I called to inquire I spoke with a ******* who claims she is the only one by that name in the company and said the term life had expired and that was the new rate. I explained neither my husband nor myself ever received any written notification that the policy was set to expire, nor were we asked if we would like to continue the policy under the new rate. The company simply withdrew any amount of monthy they deemed fit without any notficiation nor signed written consent on my behalf as I am the account holder. She claimed she was puttimng in a refund request however, I have yet to see those funds. This is not how a reputible insurance company should operate.

  Business response

  08/09/2024

  Thank you for your correspondence received in our office today regarding your file #********.
  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 will provide a response to the consumer which addresses the issues outlined in your correspondence.  If you desire a copy of our response, please contact the consumer, or his or her representative.   

• Initial Complaint

  07/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I asked to cash in my life policy Canada Life sold them 2 years go. The amount of cashing the life policy is probably $4300.00 I have paid on this policy for several decades. They continually lie to me saying they have mailed my forms to fill out to receive my check. They have mailed nothing. I have called them since June 24 & every time they tell me they have mailed the forms several times. NOT SO.I have received nothing from them. I have had multiple problems with them since last year to get other paperwork they should have mailed on a timely basis which they NEVER DO. I contacted Canada Life in ****** and BBB over my problems last year. To me they are a sorry company. One of your female reps with BBB last year told me she has the same problem with her insurance policy with Protective Life in **********, **. (I told them repeatedly I have no copy machine with my computer) I do need your help or maybe with a lawyer. Thankyou, *******************************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is regarding payout of a beneficiary benefit for an annuity. A claim was filed and a payout was received, but the cost basis (and therefore the taxed amount) was incorrect. In a letter received from the company, they indicated a $0 cost basis. The decedent's (my mother) records indicate a cost basis (premiums paid) of $40,000. I filed the original claim in February 2024. I received their payout letter in March. I had an initial interaction with the claims specialist, but they just ended up emailing me the same payout letter with the incorrect cost basis. I replied that it was incorrect but did not get a response back. Over the next two months, I repeatedly called the company but the phone rep can only forward the request to the claims department. In May, I finally got a response from the claims specialist. She indicated she reached out to management and the cost basis should be $10,000. I stated that this was incorrect and provided documentation regarding the $40,000 cost basis from my mother's records. She said she would forward to her management. After several weeks, still no response. I called the company and filed a wrongful payout claim. They said I would receive a response within 10 days. I did not receive a call. I called again. They said they would escalate and should receive a call within 48 hours. More than a week has gone by and still nothing.

  Business response

  07/15/2024

  Dear Customer,

  We apologize for the inconvenience and miscommunications you experienced regarding the cost basis for your mother's annuity. After a thorough review of your case, we have confirmed that there was an error in the cost basis initially provided. The correct cost basis is indeed $40,000.00. 

  We are in the process of sending out the revised Explanation of Benefits (EOB) to reflect this correction. Additionally, our Claim Specialist will reach out to you to confirm that the necessary adjustments have been made. We are also ensuring that all relevant records and filings are updated accordingly. 

  We regret any distress this matter may have caused and appreciate your patience and understanding as we worked to resolve this matter. If you have any further questions or concerns, please feel free to contact us directly.

  Customer response

  07/17/2024

   
  Better Business Bureau:
  
  As of this date, I have received no communications directly from Protective, but assuming that they follow through per their response through the BBB, that will rectify the situation for myself. As the designated representative of my Mother's account, I also request that the payout and records of the other beneficiary, ***************************, also be updated to reflect the correction.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased *** insurance with Protective Asset upon purchasing a 2023 ****** Rogue through ******************* ****** of ********** on 8/19/2023. On 2/14/2024 I was rear-ended by another vehicle resulting in a total loss. The at fault driver did not have insurance so I immediately filed the claim with both my auto insurance company and for the *** coverage through protective. The person I spoke with gave me a list of documents that was needed in order to process the claim but assured me that as long as I had not missed or been late on any of my car payments up to this point that the *** coverage should cover the remaining balance as it was confirmed to be a total loss by the insurance adjuster. Once I had provided all the documents for the *** claim I was advised that it would take 30 days to process. The process took well over 30 days and required several calls from me to Protective to get any resolve. The first call post the initial 30 day period I was told it would be 30 working days, the next several times I called I was told that it was still in underwriting (Car-Co) and they would call me back only to never get a call back, I also advised that it was getting very close to when the car payments on the auto loan were expected to resume. Finally, one person helped me but advised that someone failed to provide the claim number to underwriting and caused the delay and the payment wasn't issued to the lender until 6/6. This delay resulted in additional interest accruing on the account that I am being held responsible for at no fault of my own. When I called Protective to ask why the payment they made was not for the full remaining balance the representative proceeded to tell me that there was no guarantee *** would pay at all. This coverage was paid for by me at the time the vehicle was purchased, my payments prior to the accident were always on time, and the loss was no fault of my own, yet I was not covered completely as I was lead to believe I would be.

  Business response

  07/01/2024

  ************* Warranty Corp.  ("USWC") received your June 21 email and letter addressed to Protective Life Insurance Company  ("PLICO"). USWC administers the *** ********************************** purchased from ******************* ****** of ********** on August 18, 2023. USWC 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.
  
  It's important to note that the *** Addendum is an amendment to the financing agreement between the holder and the lender. USWCS and PLICO are not parties to the finance agreement or the *** Addendum.
  
  We sincerely apologize for any difficulties that **************** had regarding her claim. By signing the Gap Addendum, **************** acknowledged that "1. You have read and understand this Addendum and its CONDITIONS." One of these conditions,as explained under the section CONDITIONS, subsection 2. is that "You are responsible for making at least the minimum payment under the terms of the Financing Contract for each payment due after the Date of Loss until the request for a Qualifying Loss has been processed."
  
  It's important to understand that CARCO, the underwriter, calculated the claim. The unearned interest was deduction due to fact that the loan was signed on August 19, 2023,and the first payment was due on November 17, 2023, which is sixty-one (61)days.  Under the section EXCLUSIONS, it states that "In addition to other provisions herein, this Addendum does not provide coverage for: R. a Financing Contract that does not have uniform scheduled payments after the first payment is made and/or a Financing Contract or Loan that is self-financed. The first payment must be made within forty-five (45) days of the Financing Contract inception date." Per *** ADDENDUM, CARCO deducts the unearned interest since the first payment was not made within forty-five (45)days.
  
  By pointing out the foregoing, USWC 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.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This business reports on their website Your policy may have specific settlement options. However, we offer the following payment methods on most products: ACH, check and Immediate Benefit Account (if available). How soon will I receive my proceeds? Generally, the claims process takes about two to three weeks.This claim has been processing for over an month and the company is refusing to process a payment. We have called several times and the company will not escalate the issue or let us speak with management. The claim handlers neglect and lack of communication has caused the delay in process and the company is allowing it to further continue. They are in breach of agreement

  Business response

  06/17/2024

  The Company extends our sincere apologies for the unfavorable experience of the beneficiaries.   Full payments were immediately released upon our receipt of this complaint. The matter has been resolved.      

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  September 12: 2023, 2 weeks after purchasing car, I cancelled Atlantic Coast Warranty with the company that handles it, Protective Asset. 8 months has gone by and all they say are falsehoods. They sent check to lienholder. Even after I told him there was no longer a lienholder, he continued to repeat the same. Ive sent hundreds of emails, letters t no avail. The owe me $3177. I spoke to a woman over there and she told me nothing as ever Sent. I asked that the check be sent to my home. They continue to lie. 8 months! My bank has never received anything nor I. I have emails that say my papers were received October 12, 2023 but no money. Said 6-8 weeks I would receive the refund.

  Business response

  06/11/2024

  ************* Warranty Corp.("USWC") received your May 28, 2024, email and the letter addressed to Protective Life Insurance Company and forwarded them to me for review and response. USWC administers the ************************ ********* contract") that **************** purchased from ************************** on September 12, 2023. We request that you change your records to reflect the correct company name. I have reviewed this matter and hope you find the following information helpful.
  
  We have contacted the obligor and provider, Atlantic Coast Warranty Corp., to request an update on the refund, but we have not heard back. The issue has been escalated, and we hope to resolve it soon. We sincerely apologize for the difficulties **************** has experienced. We strive to provide quality customer service, and we regret any inconvenience she may have experienced.
  
  By pointing out the foregoing, USWC 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.
  

• Initial Complaint

  05/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Protective Life Insurance Company Life and Health Insurance Administration P.) **************************************** Policy Number FK ******* I have paid $81.71 US dollars into a life insurance policy for 19 + years. I have a *** Rider that states if I decide not to continue paying into this policy I can take out a percentage of the money I paid into it. I now live in *******, ****** and have been having some financial difficulty. I started contacting this company in March of this year, 2024 to withdraw the funds from the *** Rider.I have submitted all of the required documents to this company and spoke with **********************, a supervisor with Protective Life. The main issue is my Canadian address. In there computer system they have a drop down box for us address but are unable to manually input a Canadian address. I spoke with her 14 days ago from this notice and have not received the check for the funds owed to me. I do not want the check mailed to me because of their computer issues. I am requested to have the check couriered to me and I will pay for this service but this company has refused to do this for me. I cannot have the money direct deposited because ************* is several hundred kliometers away from where I live. I am getting nowhere with this company and I need your help please. There has to be a simple resolution. I am desperate for this money.

  Business response

  05/29/2024

  Good afternoon,

  
  I am writing regarding Case Number ********. Due to privacy laws, we cannot provide you with any information regarding the complaint that ************************* filed. Accordingly, we responded directly to her on May 29, 2024.

  If should you have additional questions or need further information, please feel free to contact me at ************, by fax at ************, or by email at ***********************************************. 

   

   

*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. ↩