Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  01/15/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  12/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  12/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  12/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  UN-responsive to questions regarding the amount of check # ******* requested on 11/14 and 11/19 via ************************************** Kindly supply the information requested on 11/14 and 11/19 via ************************************** on the accounting of check# ******* thank you

  Business response

  12/17/2024

  Due to privacy issues, we will reach out to the complainant directly.

• Initial Complaint

  11/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I filed a claim to collect on an insurance policy on 11/7/24 due to my mothers death. Submitted subsequent paperwork requested on 11/8/24 **** confirmed receipt on my call on 11/22). Emailed 11/20/24 and called on 11/22/24 and have no update on claim status as promised I would get yesterday by the ************ processor is ******* ********. Claim should have been processed and paid within 10 business days. To not even get an update is unprofessional and inappropriate. They are just holding on to the money. It is clear this is a common practice employed by Protective which bought out my mothers MONY policy based on the complaints against this company on the BBB website.

  Business response

  12/06/2024

  The company extends our sincerest apologies for your unfavorable experience. Full payment was sent the same day this complaint was received. The matter has been resolved. 

• Initial Complaint

  11/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My Father had a very small life insurance policy with Protective Ins. with my Mother as beneficiary, both my parents passed away 4 months within each other & both had Probated ***** approved by the Broward County FL Probate Court. Per their ***** & per a Probate Court order I am the only legal representative ********************** of both their estates.All requested court approved documentation was submitted to Protective Ins. in a very timely fashion many times, but seems to get lost, I keep getting generic letters stating I am not in compliance with missing documentation but wont list what is missing. Claims **** cant assist me with what info is missing & state my Claims adjuster will have to call me back within 7-10 business days which either usually doesnt happen or I am left a message to call back. More phone calls keeps the same exact cycle going & when I finally get a response its for either the same information supplied many times or my last request was for something thats not applicable to my case & will not be furnished by by the Probate Court. My Claims Adjuster contacted me by phone on Oct 9, 2024, to let me know my claim was approved & her supervisor had to reconfirm my paperwork. I would hear back from her asap but didnt for almost three weeks & had to keep calling only to be informed via email I was not in compliance on submitting documentation which WAS previously submitted to her many times & a request for inapplicable paperwork that doesnt apply to my probate case. Both my parents had probated ***** & a Probate order was included in my submitted documentation (again many times) but now a Letter of Administration is being requested of me which is non applicable to my case because both my parents had *****, also requested of me is Court approved ***** which have been supplied many times. No one will get back with me from Protective concerning this after speaking with a supervisor & sending many emails.

  Business response

  11/15/2024

  The Complainant request to be the sole recipient of proceeds payable to the estate of the insured, excluding the other children of the insured.   The court documents provided do not instruct the company to only pay the complainant as it relates to this policy.  The Company is prepared to pay all the children of the insured unless the complainant provides new court documents instructing the company to exclusively pay the complainant.  This has been continuously communicated to the complainant.  We will follow up with the complainant again in writing to providing a limited time to provide the new court documents.        

  Customer response

  11/15/2024

   
  Complaint: 22554614
  
  I am rejecting this response because:
  Recorded court order stating I am the sole & only beneficiary to this estate & all assets of estate was previously submitted to your company on many occasions! Court orders do not list a specific company for assets assigned to a beneficiary.

  
  Sincerely,
  
  **** Ann **********

  Business response

  11/15/2024

  THE COURT ORDER DO NOT READ AS THE COMPLAINTANT STATES AND THE COMPANY'S POSITION REMAINS THE SAME.  

  Customer response

  11/15/2024

   
  Complaint: 22554614

  I am rejecting this response because:
  
  I have hardcopy proof what I am saying is correct & truthful. This company has done everything in their power to not pay this claim. They couldve easily had this matter resolved many times per my requests to simply submit beneficial payment to my ************** but kept ignoring this request by me & wouldnt address it.

  They received many times a copy of the confidential mediation agreement signed by my sister & her children acknowledging they no longer have any interest or beneficiary rights to both my parents estates & that I am the one & only sole beneficiary & representative of both my parents estates from this day forward to the end of time. This signed mediation agreement was court signed & approved by Judge *********, Broward County, FL & submitted to Protective Insurance many times. They fail to acknowledge it.

  This Court Order submitted to Protective Insurance Co along with mediation agreement 100% conforms & confirms what I am saying that I am the only & sole beneficiary of both my parents estates.  It could not be more black & white on conformity.

  Complete documents sent to Protective Insurance claims **** & Claims agent **** ***** many times.

  This company is simply doing everything in their power to ignore this Court Order including requesting non applicable documentation that is against FL statues such as requesting paperwork not applicable to an estate that has a will (both my parents have court probated ***** also submitted to them many times, but I have emails where they keep asking for them, along with confirmation emails they received and them).

  
  BBB, please assist me with submitting my documentation to support my claim. This documentation is black & white & specifically spells out I am the sole & only beneficiary of both my parents estates. I have tried many times with JPEG & PDF files to upload my documentation verifying my claims but when I hit submit it tells me my files are not supported. Is there a way to email my files to the BBB & whoever it is responding to my complaint at Protective Life Insurance or can BBB forward it to them? Thank you BBB.

   

  Customer response

  11/20/2024

   
  Complaint: 22554614
  
  Thank you BBB. I will email supporting documentation I wasnt able to upload in website today. 
  
  Sincerely,
  
  **** Ann ******

  Customer response

  11/20/2024

  All pertinent documentation of proof my claim is truthful & factual that I am sole beneficiary of both my parents estates submitted via email to BBB complaints email.

  Business response

  12/17/2024

  The Company's response remains the same.  

   

   

• Initial Complaint

  11/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On October 4, 2024 I filed a life insurance claim with Protective Life.On October 8, 2024 Protective Life confirmed claim was filed.On October 22, 2024 Protective Life receive FedEx'ed documents required to process the claim; Claim form, Certified Death Certificate and Original insurance policy.Protective Life acknowledged receipt of documents but that is not reflected online. What's concerning is they show documents received on October 22 and 28?I have called and emailed to speak with the claims contact assigned to my claim. I have received no email or phone call as requested.When I call and speak with Protective Life customer service representatives, even they can't understand why my claim hasn't been fully reviewed by now.I have read terrible reviews about this company and hoped my experience would be different but apparently not.

  Business response

  11/21/2024

  We extend our sincere apologies for our beneficiary recent claim experience.  The Company requested corrections be made to the forms submitted and the beneficiary returned the corrected forms the same day.  The Company paid the full death benefit the day the corrected forms were received.    

  Customer response

  11/22/2024

   
  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

  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.

*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. ↩