Customer ReviewsforGuarantee 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

I wouldn't recommend this company to anyone! They don't return your calls like promised. They give you the run around when you call. The services I received are considered "experimental" so they won't pay!

We thank ************************** for taking the time to provide us with feedback through the Better Business Bureau (BBB) and allowing us the opportunity to address her concerns. At Guarantee Trust Life Insurance Company (GTL), we take pride in providing excellent personal customer service. We regret this was not *************** 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 response directly to *************** in regards to this matter. If *************** has any further concerns after reviewing our response, we invite her to call and speak with one of our friendly and knowledgeable **************** Representatives at **************.Sincerely, ******************************* Guarantee Trust Life Insurance Company Product Approval and Compliance Senior Compliance Analyst

Well, from start to finish they were high pressure. Throughout the conversation with the rep. on the phone I repeatedly told them was only interested in more info. on burial and final expenses insurance. However they absolutely would not take no for an answer and insisted on all my bank info, including what day each month I wanted to set the automatic payments for. Their Rep. ************************ doesn't return my calls. My Name is ***************************** and I want to cancel.

We thank ************************* 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 ************** experience.We are currently investigating the ************** concerns and will respond directly to him in regards to this matter. Should ************** have any further concerns after receiving and reviewing our response, we invite him to call and speak with one of our friendly and knowledgeable **************** Representatives at **************.

Good luck getting your covered reimbursement! I have been paying them for 2 1/2 years and tried to get reimbursed for an out patient surgery last Dec. I sent the paper work in Feb. 2022. After several weeks they said they needed a detail **** of the procedures done. I went to the doctors and procured the requested paper work. Several weeks later I called them back and they said they were waiting on paper work from one more doctor.They sent me a letter saying they were going to cancel my request for reimbursement. I asked what doctor was the holdup and they told me his name. I wanted to know why they needed paper work from this doctor because I was pretty sure the form specified ".. in the last year". It was a year and half before that this doctor diagnosed this condition. I then found out they sent the request to the wrong doctor. I gave them the correct doctor **** and called the doctor and requested they watch for a request from GTL. They then told me they can go back two years to request doctors ****rmation and said I lied on the form I filled out. This doctor had nothing to do with either Dec. surgery I was seeking reimbursement for.I cancelled my wife's policy and my policy and will have to write the $3000 I spent on this policy off as a bad investment.

We thank **************************** 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 response directly to **************************** in regards to this matter. If **************************** has 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 Senior Compliance Analyst

Extremely poor customer service hours along with a website that offers very limited assistance. Extremely unhappy

We thank *********************************** for taking the time to provide us with feedback through the Better Business Bureau (BBB) and allowing us the opportunity to address her concerns. At Guarantee Trust Life Insurance Company (GTL), we take pride in providing excellent personal customer service. We regret this was not Ms. ********** experience.Our Company is currently investigating the Complainants concerns and we will respond directly to ********************** in regards to this matter. If ***************************** has any further concerns after reviewing our response, we invite her to call and speak with one of our friendly and knowledgeable **************** Representatives at **************.Sincerely, ******************************* Guarantee Trust Life Insurance Company Product Approval and Compliance Senior Compliance Analyst

The worst company out there. Truly scammers all about the money. All about taking the money in and not paying anything out. I been waiting on my check since Dec 22 2021 Still no check. Scammers don't do business with these people!!!@

We thank ************** for taking the time to provide us with feedback through the Better Business Bureau (BBB) and allowing us the opportunity to address her concerns. At Guarantee Trust Life Insurance Company (GTL), we take pride in providing excellent personal customer service. We regret this was not Ms. ****** 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 have sent our response directly to ************** in regard to this matter. If ************** has any further concerns after reviewing our response, we invite her to call and speak with one of our friendly and knowledgeable **************** Representatives at **************.

I contacted Guarantee Trust Life and cannot reach a live person. The message says their customer service cannot answer the call at this time. I have been trying this number for a couple of hours and still no reply. I finally called the Customer Support Team line and spoke with *********** twice who hung up on me twice bec he felt that I was blaming him for everything. I told him I was just trying to get some help but the lack of support is not really good customer service. I asked him to transfer me to a supervisor and he refused. I asked several times to be transferred to a supervisor and he refused and hung up on me.

We thank ******************************* for taking the time to provide us with feedback through the Better Business Bureau (BBB) and allowing us the opportunity to address her concerns. At Guarantee Trust Life Insurance Company (GTL), we take pride in providing excellent personal customer service. We regret this was not Ms. ********* 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 response directly to ******************************* in regards to this matter. If ******************** has any further concerns after reviewing our response, we invite her to call and speak with one of our friendly and knowledgeable **************** Representatives at **************.Sincerely, ******************************* Guarantee Trust Life Insurance Company Product Approval and Compliance Senior Compliance Analyst

If there was a 0 rating I would have given it instead of a 1. Got Hospital stay insurance with them and they were supposed to pay for days spent in the hospital. I sent them a itemized EOB from my health insurance because hospital was swamped with COVID-19. Evidently the evidence that confirmed I was in the hospital was not sufficient. They wanted a itemized **** from hospital; why when they only pay for hospital stay only.A itemized EOB is exactly what an itemized **** from a hospital would be. I was n the hospital for 6 days. Going through *********** Insurance commission to see if I have any recourse because I have been paying for this insurance for 7 years.

We thank ************** 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 **************** 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 response directly to ************** in regards to this matter. If ************** has 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 Senior Compliance Analyst

Horrible company. Sent the paperwork in and they acknowledged they received it on Nov 1. Four phone calls later,yesterday being the latest and no check. The CSR's run interference for this mythical "check writing" department. They will not connect you to anyone and no so-called "managers" or bosses will answer the phone. This company SUCKS! They lie and blow you off when you call. I will NEVER do business with them again. nor will I recommend them. In fact if anyone asks I will discourage them from doing a ******* worth of business with GTL.And I'm putting them on blast on social media. They better thank God there's no ****** reviews available. ***********. **** *****

We thank Randy Dees 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. Dees’ experience. As our response contains confidential personal information subject to privacy protections provided under federal law, we are unable to respond directly to Randy Dees through the BBB’s public website. Due to this fact, we have responded directly to Randy Dees in regards to this matter. If Mr. Dees has any further concerns, we invite him to call and speak with one of our friendly and knowledgeable Customer Service Representatives at (800) 338-7452.

Husband was in the hospital for spinal stenosis that he didn't know he had and now they company don't want to pay claim.

We thank *********** for taking the time to provide us with feedback through the Better Business Bureau (BBB). At Guarantee Trust Life Insurance Company (GTL), we take pride in providing excellent personal customer service. We regret this was not Mrs. **** experience. GTL welcomes the opportunity to address Mrs. **** concerns in detail. However, as no proof of coverage data (Insureds Name and Policy Number) was included with this review, we are unable to initiate the investigative process at this time. To effectively respond to her concerns, we ask that *********** contact one of our friendly and knowledgeable **************** Representatives at ************** with the relevant evidence of coverage information and they will be happy to assist her.Sincerely, ******* HollowayGuarantee Trust Life Insurance CompanyProduct Approval and ComplianceSenior Compliance Analyst