ComplaintsforGlobe Life Liberty National Division

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Initial Complaint
10/09/2024
Complaint Type:
Sales and Advertising 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.
One of their sales **** came into my place of business and when we told them we weren't interested they left a 1 star review on our business page. It's unprofessional and a terrible way to conduct business.
Business response
10/14/2024
Liberty National Life Insurance Company (the Company)acknowledges and apologizes for the disruptions and inconvenience that Ms. ******* experienced.

However, due to the limited information provided, we are unable to locate the agent, or agency, who visited Ms. ******** place of business and left a 1-star review on their business page.

In order for the Company to proceed with Ms. ******** complaint,we require additional information, such as, the agent who visited her business and/or the agency name, as well as her business contact information, to ensure no further agents visit her place of business in the future.

Please note the Company has taken appropriate measures to prevent unwanted solicitation, as such, we added Ms. ******** contact information provided within this complaint to our do not contact list.

If Ms. ******* would kindly write to the Companys **************** at P.O. Box 8080, **********************************, and provide us with the additional agency information, as well as her business contact information,we will gladly assist her. Thank you.
Initial Complaint
10/04/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been trying to surrender cash value of (cancel) a whole life policy for over a year. Each time I call the customer service line, I am given a run around. On the last call in July, they advised a check would be sent and confirmed correct address with me. I called again on October 4, and was told the check was returned due to a bad address. It was sent to an old address that I have attempted to update with Globe Life at least 3 times, and was not even the address we confirmed on the call in July. My customer service call was escalated in October but my call was just dropped to a voicemail box.
Business response
10/21/2024
Liberty National Life Insurance Company (the Company) acknowledges Ms. ******** complaint.
According to the Companys records, it appears Ms. ******* changed her address on May 8, 2023.

On July 10, 2023, Ms. ******* contacted our *************************** to cash surrender her policy. However, Ms. ******** cash surrender request could not be processed due to the address was changed within ******************************************** writing due to the address change.

On July 26, 2024, we issued cash surrender check for $243.30 to *********** yet we inadvertently mailed it to her old address at ********************************************************* This check has been cancelled.

We are in the process of reissuing Ms. ******** cash surrender check for $243.30 and we will mail it to ******************************************************** Ms. ******* should allow 7-14 business days to receive this check.

We apologize for any inconvenience this may have caused Ms.*******. Thank you.
Customer response
10/21/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
09/30/2024
Complaint Type:
Billing 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 sent out a fax to cancel our policy, also three phone calls not returned, and a email not returned, about this. When I finally got ahold of someone, they were extremely rude and not very helpful. I would say , dont buy into this insurance because you wont be taken care of!
Business response
10/11/2024
Attached is Globe Life's response.

Initial Complaint

09/20/2024

Complaint Type:: Order Issues
Status:: Resolved
The complainant verified the issue was resolved to their satisfaction.

Over the course of 10 years monthly payments of approximately ***** have been paid towards my life insurance policy. June 17, 2024 I attempted to take out a loan against my policy. I was told by the company that I was eligible to borrow approximately *******. I requested the loan amount and over the past 3 months and have been given the run around. I have called repeatedly and spoken to a number of representatives who claim funds will be mailed or either deposited. I have yet to receive the loan amount promised and would like to surrender my life insurance policy for cash value.

Business response

09/20/2024

Attached is Globe Life Insurance Company of New York's response.

Business response

09/24/2024

This complaint is for Liberty National Life Insurance Company (NAIC *****), rather than Globe Life and Accident Insurance Company (NAIC *****); we cannot answer this complaint.

Please reclassify to Liberty National Life Insurance Company (NAIC *****).

Kindly reply to this email to ensure receipt, thank you.

***** ****** (she/her/hers)

Legal Affairs Specialist, Legal OKC | Globe Life And Accident Insurance Company
d: ************** | f: **************
**************************************************
********************************************************************************************

Business response

09/30/2024

Liberty National Life Insurance Company (the Company)acknowledges Ms. ****** complaint.

Based on the Companys records, on June 17, 2024, we received ********* loan request on her policy.

On June 17, 2024, we issued loan Check No. ******** in the amount of $1,642.03 to Ms. ***** and mailed to ***************************************

On July 5, 2024, it appears Ms. ***** contacted our *************************** and advised she had not received the loan check. The Company is unsure as to why Ms. ***** did not receive her loan check. This check has not been cashed and remains outstanding.

Accordingly, we can either reissue the loan check to Ms. ****** or cash surrender her policy as indicated within this complaint.

If Ms. ***** would kindly advise if she would like us to reissue her loan check, or if she would like to cash surrender her policy. Thank you.

Customer response

09/30/2024

I have reviewed the business response and would like to cash surrender my policy.

Initial Complaint
09/17/2024
Complaint Type:
Order 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.
Globe Life (Liberty National) will still not process the requested Change in Ownership Form #A007309155. As a result, my mothers ******** has been terminated. I am **** ********* ***** or **** E. *****; the daughter of **** ****** ***** or **** L *****. I am also the Power Of Attorney and Legal Guardian over my mother; **** ****** ***** or **** L. *****. I am the only surviving child out of 6 children born to my mother. I handle all of my mothers business affairs and bills. I have paid the premiums on this Whole Life Policy with Globe Life (Liberty National) for well over 10 years. Globe Life (Liberty National) will not change the ownership of the insurance policy from **** L. ***** to my daughters name, (**** E. ***** or **** ********* *****). Several times over the past 2 years; I have provided my Power of Attorney and Legal Guardianship documents to Globe Life ( Liberty National) to make this change. In addition, my mother, **** ****** (**** L. ***** has verbally spoken with Globe Life (Liberty National) and she also sent the Ownership Change Form to them by email requesting and authorizing the requested Ownership Change. My mother does not have the medical coverage she needs through ******** to help pay her medical bills. This is the fault of Globe Life (Liberty National) for failing to process this Chane in Ownership Form. All of my other 5 siblings; unfortunately have already passed away. As the only remaining child of my mother; I have the responsibility of handling all of my mothers business affairs; which is not an easy task. My mother is over Resources because of this Whole Life Policy. ******** has requested that the Owership of the policy be transferred so that my mothers ******** can be reinstated. The last Change of Ownership Form was sent in on 8/30/2024 however, Globe Life (Liberty National) has still not processed this URGENT Change in Ownership. ******** needs a copy of this change to reinstate my mothers back into the program, retroactively.
Business response
09/24/2024
This complaint is for Liberty National Life Insurance Company (NAIC *****), rather than Globe Life and Accident Insurance Company (NAIC *****); we cannot answer this complaint.

Please reclassify to Liberty National Life Insurance Company (NAIC *****).

Kindly reply to this email to ensure receipt, thank you.

***** ****** (she/her/hers)
Legal Affairs Specialist, Legal OKC | Globe Life And Accident Insurance Company
d: ************** | f: **************
**************************************************
**************************************************************

Business response
09/30/2024
Liberty National Life Insurance Company (the Company)acknowledges Ms. ****** complaint.

Unfortunately, it does not appear we received Ms. ****** Transfer of Ownership and Beneficiary Designation form dated August 22, 2024.

However, on September 17, 2024, we emailed Ms. ***** an updated Transfer of Ownership and Beneficiary Designation form, yet, it does not appear we have received it.

We have attached an updated Transfer of Ownership and Beneficiary Designation form for Ms. ***** to complete. Once completed,Ms. ***** may return it to us via email at ****************************************************************,via facsimile at ************ or mail to Liberty National Insurance Company,Attn: ***************** P.O. Box 8080, ********, *******; 75070-8080.

Thank you.
Business response
09/30/2024
Liberty National Life Insurance Company (the Company) apologizes for the inaccurate information within our first response.

We did, in fact, receive ******************* of Ownership and Beneficiary Designation form dated August 22, 2024. However, Liberty National Life Insurance Company announced the marketing rebrand of Liberty National products in November of 2020 and our forms have been updated to indicate our new logo, as we are a subsidiary of Globe ********* We are no longer accepting forms with our old logo.

Therefore, on September 17, 2024, we emailed Ms. ***** an updated Transfer of Ownership and Beneficiary Designation form, yet, it does not appear we have received it.

Once Ms. ***** completes the updated Transfer of Ownership and Beneficiary Designation form and submits it back to us, we will make the changes accordingly. Thank you.
Initial Complaint
09/17/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My husband was waiting to decide on what life insurance policies we want to keep and which ones we want to cancel. We told Liberty National to give us time to decide. They unleashed 6 sales people with multiple phone calls daily. They call once and hang up then call back. None of the employees are on the same page saying just info is needed and others say policy is coming to term. They started harassing my parents which in the mean time one has died since this started. They continue to call asking for both of my parents while we grieve our loss. All of this over renewing an insurance policy. This has escalated into harassment of my family. They text me a picture of a map to my house and admitted to it to my husband. He has told them to stop calling yet multiple representatives still continue. We are in process of cancelling everything with this horrible company. Total harassment!
Business response
09/30/2024
Liberty National Life Insurance Company (the Company) acknowledges and apologizes for the disruptions and inconvenience that Mrs. ******* has endured. We also extend our sincerest condolences to Mrs. ******* for the loss of her parent.

Although the Company has taken appropriate measures to remove *********** contact information from our records and placed her on our do not contact list, we require additional information, such as, the persons name(s), telephone number(s) and/or the agency name, who has continued to call her.

Additionally, if Mrs. ******* would provide us with her parentscontact information, we will remove them from our records and place them on our do not contact list as well.

If Mrs. ******* would kindly provide us with the additional information or write to the Companys **************** at P.O. Box 8080,*****************************-8080, we will gladly assist her. Thank you.
Customer response
09/30/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
09/17/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have asked several times via phone to discontinue service. I was told that my service had been canceled bit the company continues to charge my bank account monthly. I just want the service to stop and not be charged anymore.
Business response
10/02/2024
Liberty National Life Insurance Company (the Company) received Ms. ******* complaint on September 25,2024. We have fourteen (14) calendar days to respond, which is October 9, 2024.

We will respond to Ms. **************** by October 9, 2024. Thank you.
Business response
10/04/2024
Liberty National Life Insurance Company (the Company) acknowledges Ms. ******* complaint.

On September 11, 2024, we received Ms. ******* cancellation request and we cancelled her policy accordingly. Thank you.
Customer response
10/07/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
09/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
After repeatedly declining our business, they continue to send sales representatives to our office. Although we have requested no contact from them, they continue to come to our place of work at least once a week, pushing their products onto us. They will not listen to our requests of no contact. *********************** has been the main perpetrator, disregarding every time we have told her no and not to return.
Customer response
09/05/2024
The supervisor of the representative the complaint was against reached out to me directly and apologized for her behavior and assured me that she would not contact us again.
Customer response
09/05/2024
Despite reassurance from the owner of this agency, *********************** has continued to harass us. She came back to our location and demanded to speak with **************** We have video footage of her on the premises after being warned not to return.
Business response
09/11/2024
Liberty National Life Insurance Company (the Company)acknowledges and apologizes for the disruptions and inconvenience that *************** has endured.

Although **************** did not provide us with her business name or business address, we have taken appropriate measures to prevent unwanted solicitation by adding her telephone number and email address to our do not contact list.

If **************** would kindly provide us with her business name or business address, we will add to our do not contact list. Thank you.
Customer response
09/11/2024
I have reviewed the business response and accept this resolution. Please let them know the business name is ***** Companies and add it to their "No Contact" list.
Initial Complaint
08/26/2024
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 been receiving harassing phone calls from this business for over a year since around august of 2023. I have been telling the company to stop calling me repeatedly. They are calling to solicit me to purchase more life insurance. Each time they call they tell me that they have something important to speak to me about my policy. At first, i thought this was true and allowed a meeting to review the documents. That was not the case, they just attempted to get me to purchase additional life insurance. This is when i told them to stop contacting me and that i was happy with the amount of life insurance that i had. This is when the calls started getting excessive around November of 2023. I wouldnt receive calls sometimes once per week. Each time i told them to stop contacting me. Soon after is when life insurance agents from Globe life started showing up at my house unannounced. Agents have shown up at my house 4 times with no warning. I found this to be unsafe for my family. The last time someone called me was on August 12/2024 and the last time someone showed up to my house was August 21st/2024. My spouse attempted to cancel our policys last month (July 2024). She personally went to the office & was told that she would just need to let the policy lapse. This is unethical business practices and this company should be help accountable.
Business response
09/11/2024
Liberty National Life Insurance Company (the Company)acknowledges and apologizes for the disruptions and inconvenience that *********** has endured. We have removed Ms.Goodyears contact information from our system and placed her on the do not contactlist.

Furthermore, if Ms. ******** would kindly provide us with the agency name for which her spouse visited or if she would write to the Companys **************** at P.O. Box 8080, ********, ***** 75070-8080, and provide us with agency name, we will gladly assist her further. Thank you.
Initial Complaint
08/13/2024
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 deposited a check on January 2, 2024 from Globe Life Insurance for my commissions account. On August 9, 2024 I received a notification from Chase **** that my account had been overdrawn. When I contacted them I was told that the bank for Globe Life had reversed the check that I had deposited. I have not received notification from Glober Life about the reversal, my account is now severely overdrawn and no one is wanting to help me. Its been 8 months since the deposited of the check that they have reversed with no warning or reasonable explanation.
Business response
08/27/2024
Attached is Globe Life's response.
Business response
09/25/2024
Liberty National Life Insurance Company (the Company) acknowledges Mr. ******** complaint.

According to the Companys records, it does not appear we issued a commission check to Mr. ******* on or about January 2, 2024.

Mr. Ramirezs final commission payment was directly deposited into his bank account on March 20, 2023.

On August 14, 2024, our ***************** Analyst emailed Mr. ******* requesting a photo or image of the check or the check stub that was deposited, then reversed from his bank account. We also inquired about whether Mr. ******* was invested in Globe Life stock while he was contracted as an agent.

To date, Mr. ******* has not responded to our email, therefore, we are unable to research this specific check any further.

However, if Mr. ******* would kindly write to the Companys **************** at P.O. Box 8080, ********, Texas 75070-8080, and provide us with the additional information, or advise of the check number and/or check amount, we will gladly assist him. Thank you.

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ComplaintsforGlobe Life Liberty National Division

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