ComplaintsforGlobe Life Inc.

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Initial Complaint
04/17/2024
Complaint Type:
Product Issues
Status:
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.
I had a life insurance policy with them and had it taken out of my checking account every month for 20 years.Recently I just notice they weren't taking out of account.I contacted ********************** and they said policy lapsed because I turned ************************************** know that it lapsed. You would think they would contact me to let me know and to see if I had other options before it lapsed.All these years I have been paying for it 20 yrs. and end up with nothing .I am on fixed income and no I have nothing for insurance.Now i am to old to start over. Policy number 00K783955 birthdate 4/15/1942 effective date 04/14/1942
Business response
04/22/2024
Attached is the response Globe Life sent directly to ************************* on April 18, 2024, which I believe is self-explanatory.
I trust this information is fully responsive to your inquiry.
Initial Complaint
04/15/2024
Complaint Type:
Customer Service Issues
Status:
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.
Have made multiple phone calls (15) and on line (2) inquiries to cancel one of my policies. NOT ONCE did ANY of your phone prompts/selections work. I got an email that my online inquiry cant be delivered. It sends you through an endless loop and no one ever picks up or you get disconnected. Selecting * to speak to a representative as suggested gets you you have selected an incorrect response. I have made 15 attempts to call in a 90 min time frame. This is honestly disgusting treatment of your customers and I have been one for 21 years. Doesnt give me much hope that you can actually file and get a paid claim when the time comes. I will be contacting the State of NJ insurance division to file a formal complaint if someone does not contact me within 48hours. I am okay with waiting on hold to actually speak to someone but to be transferred to multiple different prompts only to be misled or disconnected is such terrible customer service. You SHOULD NOT be in the business of selling insurance if you cant handle your customers inquiries .
Business response
04/25/2024
****************************** had two policies with Globe Life #**J976229 and #**8K20511. Policy #**8K20511 was cancelled April 18, 2024, per Ms. ********* request. Policy #**J976229 is paid to April 25, 2024.

Without additional information,such as the dates and the phone numbers from which she called, we cannot respond any further regarding Ms. ********* allegations of issues with Globe Lifes interactive voice recognition program (IVRP). We do know that IVRP was down briefly on April 1, 2024 but that issue was resolved on the same date.

If ******************** will provide the approximate dates of the 15 phone calls referenced in her complaint and the phone numbers from which she called, we will be happy to review those issues further.
Initial Complaint
03/27/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have had insurance with them for at least 6 years and it was whole life insurance. In December 2023, they changed it to term life and they said I would not be getting any money back. I turned 82 years old in December and they said my insurance would not cover me after the age of 90. I would like to get a refund.
Business response
04/08/2024
************************** submitted a direct mail application for $10,000.00 life insurance coverage dated December 3, 2018.A copy of this application is enclosed for your reference. Based on the references made on the application, Globe Life issued policy #****B4033 effective December 10, 2018 in the amount of $10,000.00. A copy of the policy is also enclosed for your reference.

Contrary to statements in her complaint, *********************** did not purchase a whole life policy. The application she submitted is for term life coverage. Although the application does not specifically state such, the policy sent to ************** in December 2018 clearly states at the top and bottom on Page 1 that it is a RENEWABLE TERM LIFE INSURANCE POLICY (emphasis in original).

The policy sent to ************** in December 2018 provided a 30-day free look period during which time she could have cancelled the coverage, if she did not want a term life policy, and received a full refund of the premiums paid. ************** did not cancel the policy until February 22, 2024 more than five years after the policy was issued.

************** is now asking for a refund. It is Globe Lifes position, however, that no premium refund is due. When Globe Life accepts the premium, the risk is attached. Our obligation is to pay the face amount of the policy if the death occurs at any time during the premium paying period. The only time the premium is refunded is when it is specifically stated in the contract of insurance or if there is a statutory provision for the premium to be refunded. In this case,neither one of these apply.

I trust this information is responsive to your inquiry.
Initial Complaint
03/26/2024
Complaint Type:
Product Issues
Status:
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.
I made a payment for my mother's life insurance as I always do, but instead of Globe life taking the 1 payment for $158.44 they took 3 payments. I requested a refund of the 2 extra payments they mistakenly took but then they tell me I can't get one without my ********** statement and they which will not be ready until April they won't even take a screen shot of my bank account. They go on to say even if it was our fault we can't refund you without your bank statement. I said I can't get ********** statement for a few more weeks and they say well contact us then. So basically we're not give you anything even though it was our fault until you can get the bank statements in a few weeks. It didn't take them a few weeks to make the mistake. This can't be legal and they even admitted to me they made a mistake but I have to jump through hoops for them to fix it. The Policy# is 0059k8342. Could you please help with this situation
Business response
04/09/2024
Policy #****K8342, insuring the life of ***********************, is a term life policy issued effective October 11, 2023 in the amount of $10,000.00. *********************** is the policy owner; **************************** is the designated beneficiary.

**************** alleges in his complaint that Globe Life mistakenly took a three-month payment instead of a one-month payment.However, that simply is not the case. Since **************** did not provide the date of the alleged mistaken payment, below is the information regarding the three premium payments received by Globe Life in March 2024:

On March 7, 2024, a one-time payment of $158.44 (three months) was made by an external user via *********************** eService Center. This premium was initially declined due to insufficient funds on March 8, 2024. Per procedure, the payment was held and re-presented on May 22, 2024, at which time it cleared. This premium paid the policy from January 11, 2024 to April 11, 2024.

On March 11, 2024, a one-time payment of $158.44 was made via telephone through Globe Lifes interactive voice recognition system. This premium paid the policy from April 11, 2024 to July 11, 2024.

On March 19, 2024, another one-time payment in the amount of $158.44 was made by an external user via *********************** eService Center. This premium paid the policy from July 11, 2024 to October 11, 2024.
All three of the above payments were paid with a credit card ending in #****.

As you can see, Globe Life did not take more premiums than what was paid on the dates above, as alleged in *************************** complaint; a three-month payment was submitted to Globe Life as explained above.

I trust this information is responsive to your inquiry.
Initial Complaint
03/25/2024
Complaint Type:
Product Issues
Status:
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.
I had applied for a health and life insurance from this company. I have paid them $60.98 for coverage for both my granddaughter and I on February 29, 2024. I received a policy# ****M5912. I found out that the company had denied the application after my payment. I called their office March 25, 2024. I was told that I needed to request this refund by letter. I never received any denial letter. I had to request a refund by telephone which they refused.
Business response
04/08/2024
Attached is a copy of the response that was sent to ****************** today via email, which I believe is self-explanatory.
I trust this information is responsive to your inquiry,
Initial Complaint
03/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I wanted a online quote for me and my husband we want to find a cremation policy I inquired and was called by globe life as I told to a young man that was taking my info and when I wouldn't give my bank info until I read the quote myself and talk to my spouse That started him bullying me and idk if they tape it Now they won't stop with the mailing me bills I don't know how to stop it please help
Business response
04/03/2024
Attached is a copy of the response that was sent to ************************* today via email. I trust this information is responsive to your inquiry.
Initial Complaint
03/18/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In January of February I was looking for Life Insurance for my wife as our Son in Law had just suddenly passed, Globe was one of several companies I did the online checking and clearly stated my wife was 84 years old of all the companies I suddenly started getting statements saying he age was 80 yrs.old they have totally ignored my trying to get this stopped stating that her age is 84, now they call my wife harrassing her al,most every day, Reading some other complaints on them I now understand there is something crooked and I NEED THEM TO STOP THE HARRASSMENT IMMEDIATELY, I never made an agreement with them or to date any other company as most have a cutoff age of 80 I mailed back the invoice the sent me, I will appreciate any help The Better Business can do to assist in this matter. Thank You
Business response
03/20/2024
We cannot properly respond to ***************************** complaint without his wife's name and date of birth. Please have ************** provide this information as soon as possible so the Company can respond to the complaint in a timely manner.
Customer response
03/21/2024
******************************; DOB: SEPTEMBER 30, 1940
Business response
04/23/2024
According to our records, an application for $10,000.00 insurance coverage on the life of ********************* was submitted via Globe Lifes website on February 4, 2024. A printout of the electronic application data is enclosed for your reference.

As you can see, the application clearly reflects *********************** date of birth as 09/30/43 which made her 80 years old at the time of application. Based on the information received, Globe Life issued term life policy #****K4646 in the amount of $10,000.00 effective February 6,2024. A copy of the policy is enclosed for your reference. This policy lapsed March 6, 2024 due to non-payment of premiums. The 31-day grace ****** expired April 6, 2024.

It is Globe Lifes position that the above policy was issued properly and in accordance with the information provided on the internet application.

I trust this information is fully responsive to your inquiry.
Customer response
04/24/2024
GLOBE LIFE WAS ADVISED NUMEROUS TIMES IN WRITING AND PHONE THAT WE WAS ONLY LOOKING FOR QUOTES AND THAT *****'S AGE WAS 84, BORN IN 1940, IF THE ORIGINAL REQUEST FOR A QUOTE STATED HER BIRTHDATE WAS 1943 IT'S ODD THAT I WAS TURNED DOWN DUE TO HE AGE BEING 84 BY THE OTHER 3 OR 4 LIFE INSURANCE COMPANIES, I WANTED HER BIRTH DATE CORRECTED AS SHOWN ON THEIR POLICY ( IF I DECIDED TO ACCEPT THEIR POLICY) TO AVOID ANY FUTURE PROBLEMS IN THE EVENT OF ANY CLAIM AND THEY REFUSED TO DO SO. ANYWAY I HAVE REFUSED TO PAY ANY INVOICE DUE TO THIS AND THEY HAVE THREATENED CANCELLATION RECENTLY.
I DO APPRECIATE THE BBB'S ASSISTANCE IN THIS MATTER. THANK YOU
Customer response
05/03/2024
I have reviewed the business response and accept this resolution.
GLOBE LIFE WAS ADVISED NUMEROUS TIMES IN WRITING AND PHONE THAT WE WAS ONLY LOOKING FOR QUOTES AND THAT *****'S AGE WAS 84, BORN IN 1940, IF THE ORIGINAL REQUEST FOR A QUOTE STATED HER BIRTHDATE WAS 1943 IT'S ODD THAT I WAS TURNED DOWN DUE TO HE AGE BEING 84 BY THE OTHER 3 OR 4 LIFE INSURANCE COMPANIES, I WANTED HER BIRTH DATE CORRECTED AS SHOWN ON THEIR POLICY ( IF I DECIDED TO ACCEPT THEIR POLICY) TO AVOID ANY FUTURE PROBLEMS IN THE EVENT OF ANY CLAIM AND THEY REFUSED TO DO SO. ANYWAY I HAVE REFUSED TO PAY ANY INVOICE DUE TO THIS AND THEY HAVE THREATENED CANCELLATION RECENTLY.

I DO APPRECIATE THE BBB'S ASSISTANCE IN THIS MATTER. THANK YOU
Initial Complaint
03/12/2024
Complaint Type:
Product Issues
Status:
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.
Upon purchasing the policy, I was assured by your representative that the insurance would provide a solid financial foundation for my children's future endeavors, particularly emphasizing that upon their high school graduation, they would have sufficient funds to purchase a car. This information was a significant factor in my decision to purchase the policy, as I believed it would serve as a valuable asset for my children's future.However, upon further review of the policy terms and conditions, I realized that the assurances provided by your representative were inaccurate and misleading. There is no provision within the policy that guarantees my children would have the financial means to purchase a car upon graduating high school. This discrepancy between the information provided to me and the actual terms of the policy has left me feeling deceived and dissatisfied with my purchase.As a result, I am requesting a full refund of all premiums paid towards the aforementioned policy. I believe this is a fair resolution given the misleading nature of the information provided during the sales process. I trust that Globe Life Insurance upholds high standards of transparency and integrity in its dealings with customers and will promptly address my request.
Business response
03/26/2024
According to our records,*************************** applied for insurance coverage on four children via telephone on January 9, 2020. From these applications, Globe Life issued the following whole life policies effective January 10, 2020 in the amount of $10,000.00:

#****M8983    *****************************
#****M8984    ***********************
#****M8985    ***********************
#****M8986    ********************************************* alleges in her complaint that the agent with whom she spoke made certain assurances that were not noted in the policies she received, namely that there would be sufficient funds in the policy so that each insured could purchase a car upon graduation from high school. However, no such assurances were made. Please allow me to explain further.

I have reviewed a recording of the January 9, 2020 phone call and, although the agent did estimate that the policies would build cash value at about 50/50 (one-half of the amount of premiums paid into the policy), there was no discussion about there being enough cash value to purchase a car at the time each insured graduated from high school. ************** advised the agent early on that she used to be an insurance agent with a smaller company and understood the intricate details of life insurance. During the call, ************** was trying to estimate herself how much cash value would build in 20 years.

The policies sent to ************** in January 2020 include a Table of Nonforfeiture Values and a Statement of Insurance Cost and Benefit Information sheet, both of which clearly shows the guaranteed cash values for each policy. When the cash value begins to accumulate is based on the insureds age on the date the policy is issued.

The policies also include a 30-day free look period during which time ************** could have cancelled the coverage if she did not agree with its provisions and received a full refund of the premiums paid. ************** did not cancel the policies within the free look period. Instead, she paid the premiums to keep the coverage under each policy in force until January 10, 2023, at which time the policies lapsed due to non-payment of premiums.

************** is requesting a refund of the premiums paid for the above policies. It is Globe Lifes position, however, that no premium refund is due. When Globe Life accepts the premium, the risk is attached. Our obligation is to pay the face amount of the policy if the death occurs at any time during the premium paying period. The only time the premium is refunded is when it is specifically stated in the contract of insurance or if there is a statutory provision for the premium to be refunded. In this case, neither one of these apply.

I trust this information is fully responsive to your inquiry.
Initial Complaint
03/08/2024
Complaint Type:
Product Issues
Status:
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.
Trying to cancel life insurance policy. Just getting the run around for 6months. They hang up on you or transfer you never dealing with the cancellation.They owe me over 1900 dollars and refuse to pay. They have to be the most crooked company. How do I get my money when they just run me in circles. There is no store front I can go to. Seriously frustrated
Business response
03/12/2024
********************************* did not provide his policy number with the complaint. Please provide the policy number and **************************** date of birth so that we can locate the policy and respond to the complaint.
Initial Complaint
02/21/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I specifically made one account for myself in March of 2020. Since then, I have only received statements regarding the payments to globe life insurance for that single account. All of a sudden, once I cancelled my policy in December of 2023, another payment started coming out of my husband's bank account. I called to figure out what was going on. I was told that a day after MY policy was made, another one was made for my husband!! Since 2020! I was never told about this other account, not even while I was cancelling my policy. I was only ever sent mail in my name. Not only that, but they were even able to get my husband's card information when I only gave them mine. I've looked through all of my bank statements (From 2020 to 2023) and none of them have any information regarding this extra policy. It's very strange that the statements for this extra account only appeared after cancelling my policy. Also, my husband and I recently moved. I found out that they changed my home address to my new address. However, the old address remained on that extra account made for my husband.
Customer response
02/21/2024
Hello again,
Globe life insurance asked me to provide proof of the charges on my account. So, I sent them proof of the charges on my bank statement (through email). I blacked out the information not related to the case as advised by my bank. However, at globe life insurance, they are asking me to send (through email) my FULL bank statement with no information blacked out.
Business response
02/28/2024
February 28, 2023

***************************
**********************************************************************************

Re: Complaint ID #: ********

Dear ***************************:
This is in response to your BBB complaint.
The policy ending in 4451, which insured the life of ************************, was issued by Globe Life on March 13, 2020, based on the attached application for insurance,and the policy contract was mailed to you at issuance for your review and acceptance.
Our records indicate that the first premium for this policy was paid through our EService Center on April 27, 2020, then the policy was again accessed via EService on April 28, 2020, and set up for automatic bank draft. Please note that Globe Life would not have known and/or had access to any bank account information without you or **************** entering/providing an account number and authorizing a monthly bank draft.
Based on the foregoing, we are unable to honor your request for a refund of premiums,as all premiums paid have been earned by Globe Life.
If you have additional questions or concerns regarding this matter, feel free to contact me directly at ***********************************.
Respectfully,

************************
Customer response
02/28/2024
I am rejecting this response because:
I will accept this response as long as the policy has been cancelled (as of February 2024). I spoke with an associate and they said it would be cancelled. I would like to make sure that's true. Please send an attachment showing that it has been cancelled.
Business response
03/06/2024
According to our records, the policy was cancelled February 21, 2024. A screenshot of the policy notes reflecting cancellation is attached for your reference.

I trust this information is fully responsive to your inquiry.
Customer response
03/06/2024
I have reviewed the business response and accept this resolution.

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