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:03/04/2025

  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'm owed a refund from an extended warranty $2,031.03. I applied for refund in November 2024 company approved cancellation on 12/11/24. I was told I would receive a ( within 6/8 weeks) refund no later than 2/11/25. I would call monthly to check on process.Again a delay tactic 5 month process and this company refuses to provide payment 3/3/25.

  Business Response

  Date: 03/07/2025

  RE:   BBB ID Number:                           23016556       
         Contract Holder:                           ***** *******
         Service Contract Number:           ACNY050832
  
  Dear *** or Madam:
  
  Protective Administrative Services****** (PASI) has received your correspondence and email dated March 4, 2025, addressed to Protective Life Insurance Company (PLICO), and forwarded to me for review and reply. **** is the administrator of the ********************************* contract) that Ms. ***** ******* purchased from Auction Direct Usa ****** on May 18, 2023. We hope you find the following information helpful.  
  
  Ms. Jacksons cancellation was processed on December 11, 2024. A request to issue a refund was sent to our payables team on February 14, 2025. A check in the amount of $2,031.03 was sent to the lender. On March 3, 2025, Ms. ******* called in stating the loan was paid in full. At that time Ms. ******* was informed that we do not have any information about the loan being paid off. Ms. ******* must submit the payoff notice, for us to review. As of today, the documents have not been received.
  
  By pointing out the foregoing, **** 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

• Initial Complaint

  Date:02/28/2025

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 father left an annuity for my daughter and when it came time to cash in so to speak this protective life insurance company don't seem to be getting it... They make one excuse after the other and lie, its never the same story every time I call the company. My daughter just turned 18 and sent the paperwork in along with her birth certificate and death of my father. Plus, the people who work there are rude and argumentative, gaslight etc. I started taping the conversations so I can show my attorney....I got a free consultation and I will get a lawsuit. No sense in dealing with these people. They have such bad reviews to... Oh well its to bad now that I will get all their money, se la vie

  Business Response

  Date: 03/12/2025

  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.

  Customer Answer

  Date: 03/16/2025

   
  Complaint: 23001259
  
  I am rejecting this response because:

  My daughter has not received the money, annuity check and when I call protective life they tell me a different story with who whoever I speak to, very confusing and frustrating.   
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/18/2025

  Due to privacy concerns, we are not able to provide information regarding the complainant's policy to the BBB. We have responded to the customer directly addressing the concerns outlined in the complaint.

   

  ******* Bureau
  Protective Life Insurance Company

• Initial Complaint

  Date:02/26/2025

  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.

  My mother passed away on 7/1/24. I sent the claim form and death certificate into Protective Life on 9/26/24 per their emailed instructions. On 9/27/24, they sent me an email that stated documents were not received or incomplete. I called and spoke to Makita. She told me the death certificate was acceptable, but they needed letters testamentary, small estate affidavit. I told her the other beneficiaries were handling that in a different town. Asked if that would be acceptable for Protective Life if it came from anyone of us beneficiaries , Makita said that that would be fine. I checked again on 1/7/25 To see where we were in the process. They would not give me any information except that they didnt see any activity. On 2/7/25 I spoke with ****** and ******. They told me that my form was filled out improperly on a certain section. She said they could not proceed without a claims processor helping me through the form. She also said the processor hadnt listed what documentation is required and that I would need to verify the association with the estate, that the claims processor would give me a phone call and the message was sent at highest priority. On February 10, after not hearing back, I called and spoke with ******, she asked me if anyone had checked the box for the policy being lost. I told her that I was not told that before, that my reason for contacting them had to do with needing help with a section that was filled out incorrectly. She suggested that I destroy the policy, as it was a 65 page document? I was very confused and asked to speak to a claims processor. She told me she would put me on hold and check with one and also told me that there were no previous notes of my conversations. When she came back on the line, she said that they had all gone home for the day and that she would send a note for highest priority to **** ******** ,claims processor. I still have not heard from him and have since filed a complaint with the insurance commission.

  Business Response

  Date: 03/11/2025

  Thank you for your correspondence. The same correspondence was filed with a regulatory organization in this jurisdiction.  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 the Company provided a complete response to the appropriate regulatory agency. 

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22991622
  
  I am rejecting this response because: I have not received communication from the **** regarding this complaint. Im requesting this case remain open until that time. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/12/2025

  The company encourage the customer to reach out to the regulatory agency which the matter was filed for response.   In addition, a response was sent directly to the customer today from the ********************.   The customer can provide the response to your agency, if desired.  

• Initial Complaint

  Date:02/15/2025

  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.

  Reoccurring matter that is still ongoing since OCTOBER 2024. The company has reviewed every avenue of my vehicle and came to final decision of pulling the oil pan to check for damage on the rod and barring's. IF there is damage, then it would be added the claim and the work would be started. IF i denied to authorize the work and they continued to what was known currently but didn't resolve the issues, then any further work would be denied. The work was authorized and damage was found. Now they are circling back to the first inspection that resulted in coolant in the cylinder that was the reason of the first claim and already reviewed and have continued with the additional work. The claim is altogether being denied after already agreeing to the work and needing to confirm this last piece. This company has been awful to work with and not honoring a signed contact, despite of the three inspections that have shown otherwise.

  Business Response

  Date: 03/13/2025

  RE:  BBB ID Number:      22945105
          Contract Holder:      ****** ********
          Contract Number:   PER00-0208 99900020742                            
  
  Dear *** or Madam:
  
  Protective Property & Casualty Insurance Company received your letter dated March 04, 2025.  
  
  The complaint stated,The claim is altogether being denied after already agreeing to the work and needing to confirm this last piece. Th claim was authorized last month in February. The claims department has made attempts to contact the contract holder. Maybe Ms. ******** could reach out to the repair facility to find out what is stalling the repair.    
  
  By pointing out the foregoing ***** 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
  
  

• Initial Complaint

  Date:02/13/2025

  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.

  They won't let me cancel reoccuring payments, Called twice. and just get excuses.

  Business Response

  Date: 02/25/2025

  Thank you for informing us of the referenced complaint and allowing our office to review this matter.

  Please be advised Mr. ********** request to stop reoccurring payments was completed as of February 13, 2025. An email confirmation was sent to his email address on that day. A follow up email was sent today confirming the matter.  

  Should there be any questions, please feel free to contact our office

  Business Response

  Date: 02/25/2025

  Thank you for informing us of the referenced complaint and allowing our office to review this matter.

  Please be advised Mr. ********** request to stop reoccurring payments was completed as of February 13, 2025. An email confirmation was sent to his email address on that day. A follow up email was sent today confirming the matter.  

  Should there be any questions, please feel free to contact our office

• Initial Complaint

  Date:01/23/2025

  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 informed ****** **** Who I assume was my agent to cancel the term life insurance policy at expiration date because I could not afford the higher rate, however , the company took $453.25 from my checking account. I called on 1/8 spoke to ****** she informed me amount would be refunded to my account right away,. It is now 1/23 and I still havent received it. I have talked to at least 5 different people at the company each told me a different story. Yesterday I spoke to a supervisor (Darinta) who at first told me I would receive it today but then changed it to it will take 3 days . Please help me receive my refund Thank you in advance ********* ******

  Business Response

  Date: 01/27/2025

  I am writing in response to your email dated January 23, 2025, addressed to Protective Life Insurance Company regarding Case Number.22848761. Due to privacy laws, we cannot provide you with information regarding the complaint.  We provided a response via First Class Mil to Ms. ****** on January 27, 2025.
  
  Thank you for bringing this matter to our attention. If you have any questions or should you need any additional information regarding this matter, please feel free to contact me. I can be reached by phone at *************, by fax at ************* or by email at *************************************************************************. 
  

• Initial Complaint

  Date:01/15/2025

  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.

  Had 2 life insurance policies. It was a 20yr locked in premium with the option to continue after 20yr for increased premium. Automatic monthly withdrawal set up from my bank accout to pay premium. Been paying the same locked in premium for about 11 ****** June 2024 I got a letter in the mail saying our insurance (both policies) was dropped because of non payment. Tried calling the company and they informed me that my premium went up ( and they couldn't withdraw the increased premium from my account. Claimed they sent 2 letters about this but we never received any letters or bills. **************** was very rude and did not want to do anything just kept telling me there was no such thing of having the same premium for 20yrs because costs increase. I had insisted several times to talk to a manager. Finally was to speak to manager who would listen to me and a case was opened. It was determined that our premium was increased and they could not draw the increased out of our account so the account went over due and was terminated.Said they could reinstate the policies for a significant increase and money up front.I responded with questions about the increase and what months that would cover. The company would not answer nor would they contact ever again.1. Agreed and paid for a 20yr locked in premium for 11yrs. Why did my premiums increase?2. I had *** set up. Why didn't they take my premium payment out.3. I didn't get any notification of increase premium, EFT not being taken out, no bill for unpaid premium.4. Got the policy through ****** ***** and they were never notified of issues or that they had dropped us.I want my policies to be reactivated at the cost of what our premium were when we signed for the locked in rate or reimburse all of my premiums paid back to me since the contract was broken by increasing our premiums and not processing the EFT.Beware! This is a company that operates unethically!!

  Business Response

  Date: 01/29/2025

  I am writing in response to your email dated January 15, 2025 addressed to Protective Life Insurance Company regarding 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.
  
  Thank you for bringing this matter to our attention. If you have any questions or should you need any additional information regarding this matter, please feel free to contact me. I can be reached by phone at *************, by fax at ************* or by email at *************************************************************************. 

• Initial Complaint

  Date:12/30/2024

  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.

  My children were awarded money from my grandmother who died in April 2024 through Protective Life. I have been calling the company trying to get their settlement since June 2024. The company says someone will return my call and they never do. After I call, I receive notices in the mail that the documents I sent in were incomplete or not received. I call them again and they won't return my calls and they do not tell me which documents are missing or incorrect.Protective Life *************************** 35202-6687 ************** This issue is causing me emotional stress.

  Business Response

  Date: 01/13/2025

  The complainant submitted claim forms and W9 forms on behalf of her minor children, however the documentation only included her signature and did not include the other parents signature. Both parents will need to sign and date the quick claim forms and W9 forms for each minor child, once we receive the outstanding documentation is received the company will be happy to proceed with processing the claim. 

• Initial Complaint

  Date:12/26/2024

  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 am co-owner of a life insurance policy for my daughter, with my former spouse. He passed away, leaving me as the sole owner. and I now want to cancel the policy. I provided the death certificate and a copy of the will to PL. the will clearly states that the policy ownership passes to the successor. As the co-owner, I Am the successor. Now PL wants our two children to sign an affidavit stating they agree I am owner. The form needs to be notarized, which is 1) unnecessary since the will clearly states ownership passes to the successor , me, as co owner; 2) is an unnecessary expense for our children, and 3) an inconvenience to both of them . This complaint is because PL is not honoring the notarized will which specifically passes sole ownership to me as only remaining successor and co owner, and they are refusing to cancel the policy and pay me the cash-in value, and they are putting my children through unnecessary expense and inconvenience. I ask that PL accept the provision in the legally notarized will, acknowledging me as successor owner, cancel the policy in question, and pay me the cash-in value without further delay, and without requiring my children to pay for further notarized documents.

  Business Response

  Date: 12/27/2024

  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

  Date:12/18/2024

  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.

  Life insurance claim submitted oct 10 I am beneficiary ** ******* passed away Sept 28 they have been inconsistent w communication requesting paperwork repeatedly same creating economic hardship now need money to pay bills and daily living it is Dec 18 and I haven't got an answer as to if it is going to be accepted when am going to get check. As far as I know all the paperwork I gave including death certificate and claim forms premiums were paid .I am the beneficiary.i really need some answers from them so I can go to the next step . Am I being contested denied and why r they delaying it. This is calling emotional duress as I am trying to respect and honor my boyfriends wishes.i tried talking to them but they r not giving answers or any answers that make sense or r consistent.i have paperwork showing repeated attempts to delay saying they need more inf and documentation of calls to agents were not helpful.

  Business Response

  Date: 12/30/2024

  We are sorry to learn of our customers claim experience.   The appropriate claim information was provided December 3, 2024.  The claim was fully paid on December 20, 2024.