ComplaintsforProtective Life Insurance Company

• Initial Complaint

  11/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 11/1/2024 I had to call Protective Life 8 times trying to find out an easy process just to close out what they are calling a fixed annuity (traditional **** account and get the funds transferred to another company. On each call i was told something different every time and received to a point after awhile if it was correct information or not. I asked to simply have funds transferred to an active 401k account I have open thru my company. I was told on 4 of the call attempts with both Protective Life escalation department and the other company that funds could be transferred. First I was sent a transfer form that I had questions about so called back and was told this was the incorrect form. Then I was sent a withdrawal form but on this form it clearly stated that funds would be taxed and I stated to them that I was not withdrawing the funds and simply wanting to transfer. Secondary company stated that they could be transferred that I would just need to request from Protective to have a check sent to them. Called back again to Protective they stated they needed written info from the other company which they stated they don't supply anything just a bunch of back and forth. After awhile I felt Protective Life was trying to hold my money and not wanting to transfer it making me go thru a bunch of loop holes. On the 7th call IK was then told by a **** in escalation that I could not transfer the money which the secondary company stated that a traditional *** could be put into my 401k. Just a lot of miss communication from Protective Life and not at all helpful to make things smoothly and understandable on what is able to be done. I also spoke with a ***** from Protective Life who also on two calls could not clearly explain things telling me to get an accountant or CPA so I am going to spend money to just close out an account because I no longer want to do business with them that should be simple and easy to have funds transferred.

  Business response

  11/04/2024

  Due to privacy issues, we do not provide the insured information on this site. We will be reaching out directly to the insured.

• Initial Complaint

  10/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a life insurance policy cancelled by Protective without any notice, I just realized when the amount that was supposed to be drafted from my account stopped being drafted. I called Protective multiple times, placed several service tickets and no resolution was given to me. Insurance policy number is TU5589677

  Business response

  11/01/2024

  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 ******* Candeo regarding this matter.

• Initial Complaint

  10/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently received a letter stating that I had been sent a life insurance check as the beneficiary of my husband's estate. It was in the amount of $459.15. I signed the paperwork and was sent the check which I then cashed. When my daughter was filing my papers, she had a few questions, so I had her call Protective Life which seems to be the sister company of Reliance Standard Life or at least the company that does the bidding for Reliance. She was, understandbly, told that she's a third party and as such could not be given any personal information regarding my husband's policy. She then asked that I be sent a copy of the original life policy so that I can see exactly what my husband thought he was signing. She was told no - that even when I call myself, that I could never be sent that original policy to read. She was also told that neither Reliance nor Protective would ever tell me exactly what the actual policy amount was. I smell a rat! Why not? Seems something is being hidden. I'd say that a much larger amount than I received is what they would like to keep secret. What kind of company doesn't provide original documents to their clients? The receipt I was sent indicates that I signed for a "settlement amount" which sounds a lot like the two insurance companies took a cut for "tracking" me down. It's been 10 years since my husband died. I have not moved in that time and am easy to find. I never received any other letter or check from Reliance or Protective though they say that I have. I would like a copy of the original life insurance policy written for my husband, and I would also like to know why I received such a peculiar amount. I think that after my experience and reading these other complaints, something very nefarious is going on with both of these companies.

  Business response

  10/30/2024

  The Company do not reissue policies after a death claim is filed to prevent family from finding in distant future prompting further inquiries on if the policy was paid out.    We wrote the complainant under a separate cover providing her with an image of the application justifying the payment she received.    

   

   

• Initial Complaint

  10/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 9/27/24 I submitted a loan application to Protective Life and Annuity Insurance Company. I entered my social security number on the form but I put in one wrong number.**** ****** called me and informed me that my social security number was wrong. She stated I would need to have something from social security with my name and social security written on it. My daughter submitted the form from SS. She then stated the application had to be redone. Long story short the application was resubmitted in completion on 10/10/24. My daughter emailed **** ****** and also sent copies of the email to 2 of her email addresses. She received both emails on 10/10/24. Again **** ****** stated she didnt receive it. My daughter sent itgain on 10/11/24 with the same format. Today **** ****** said she didnt receive it and told me to send it to another email.This is a game I will not play. If that was the case she should have stated that in the beginning. I want my loan submitted to my checking account **** Policy *********

  Business response

  10/21/2024

  Good afternoon,

  I am writing in response to your correspondence dated October 16, 2024 regarding Case Number 22426901.  Due to privacy laws, we cannot provide you with any information regarding the complaint. We responded directly to Nermeneita ****** ******* viaemail on October 21, 2024.

  
  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 *************************************************************************.  
  
  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.
  

• Initial Complaint

  09/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up but never paid the initial $100, to get started, seems the agent waved it without my knowledge and they started taking $208 out of my account, called in told them I never authorized it, tried to get my money back, In the meantime Mecca said they would stop my payments from coming out, sent a notarized letter detailing my mileage, called on 16 Sept 2024 and was told by Warranty Protection Service that my refund is forfeited for none payments, then they said the money was returned to the bank, called my bank and the only thing that was returned was $213 for taking out a payment for August. I never used the service right now my car has ****** miles on it. I was told target I might get scammed doing that and they dont like giving refunds.

  Business response

  09/17/2024

  RE:  Service Request #:                       22293934
         Contract Holder:                           ***** *****
         Vehicle Service Agreement#:                 
  
  Dear *** or Madam:
  
  At this time, we cannot locate a service contract using the information provided. If Mr. ***** ***** would provide us with a copy of the contract , contract number and/or the Vehicle Identification Number (VIN), we could perform a more thorough search and respond to the issue(s) raised in the complaint.
  
  Sincerely,
  
  ******** *******
  Associate II Regulatory

• Initial Complaint

  09/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had an insurance policy with this company for several years and they dropped me because I borrowed money against the policy and I paid some of the interest back but I didnt realize I owed more because they didnt communicate anything with me. It wasnt until I noticed the premium wasnt deducted from my bank then I called them and asked how much I owed and they gave me the amount so I called back and paid it all in full over the phone and they gave me a confirmation number then days past and the money still wasnt deducted from my bank so I kept calling them everyday to try to figure out what was going on and I kept getting the run around, no one could tell me anything even supervisors. They just kept saying these things take time. Finally I called them back and they said the banking information I gave them was wrong and they canceled my policy. I talked to a supervisor and she said they were mailing me out forms to fill out so I could get my policy reinstated but when I received the forms it was questionnaire about my present health. So I called them again and they said my policy still hasnt been reinstated. Now after all these years of having this policy they want to check my present day health so I know they wont reinstate my original policy with the same premiums and coverage because Im 62 now and Im on disability. They offered no solution so I told them to cancel the policy since they werent reinstating my original policy. They didnt try to keep me as a customer they just ok. Im wanting to sue them for cancelling my policy because they took down the wrong banking information over the phone making it look like I was late on payment.

  Business response

  09/19/2024

  Good afternoon,

  I am writing in response to your correspondence dated September 16, 2024, 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 in writing.

  
  ***** *******
  Sr Specialist Regulatory
  ******************************
  

   

   

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is in follow-up to complaint ID ********. Upon receiving the feedback from the company agreeing that the cost basis was indeed $40,000 and that they would provide a revised Explanation of Benefits (EOB) along with the Claim Specialist to contact me, I agreed with the resolution pending fulfillment of these actions. After 6 weeks, the company has not provided a revised EOB and the Claim Specialist has not taken the appropriate actions. My emails to the claim specialist have not resulted in proper resolution. I am requesting a new complaint to get the company to follow through on their commitment, revise the **** update the information for the associated tax forms to be filed, provide the additional funds owed to me and do the same for the other beneficiary (***************************).

  Business response

  09/05/2024

  Protective Life again extend our sincere apologies that the promised communications were not delivered to the beneficiaries.   As an immediate corrective action, the Claim Manager personally reached out regarding this matter.   The corrected explanation of benefits documents are now issued and any applicable tax documents will be issued after the close of the tax year.   Again, we are sorry these documents were not issued timely after handling this complaint matter.   

  Customer response

  09/05/2024

   
  Complaint: 22234239
  
  I am rejecting this response because:

  The Explanation of Benefits (***) is still not calculated correctly. The cost basis needs to be subtracted prior to the application of taxes. I request that the *** be updated accordingly, the tax records modified to reflect the update and disbursement of a check to me for additional funds owed. I will not accept closure of the complaint until all of this has been completed.
  
  Sincerely,
  
  ***************************

  Business response

  09/20/2024

  The Company adjusted the Explanation of Benefit (EOB) letter and provided to the recipient on September 13, 2024.   He responded that it was correct, and he was informed of the payment sent.    We again apologize for what occurred while his complaint was being handled. 

  Customer response

  09/20/2024

   
  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 me.
  
  Sincerely,
  
  ***************************

• 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.

*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. ↩