Complaints

• Initial Complaint

  07/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I asked to cash in my life policy Canada Life sold them 2 years go. The amount of cashing the life policy is probably $4300.00 I have paid on this policy for several decades. They continually lie to me saying they have mailed my forms to fill out to receive my check. They have mailed nothing. I have called them since June 24 & every time they tell me they have mailed the forms several times. NOT SO.I have received nothing from them. I have had multiple problems with them since last year to get other paperwork they should have mailed on a timely basis which they NEVER DO. I contacted Canada Life in ****** and BBB over my problems last year. To me they are a sorry company. One of your female reps with BBB last year told me she has the same problem with her insurance policy with Protective Life in **********, **. (I told them repeatedly I have no copy machine with my computer) I do need your help or maybe with a lawyer. Thankyou, *******************************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is regarding payout of a beneficiary benefit for an annuity. A claim was filed and a payout was received, but the cost basis (and therefore the taxed amount) was incorrect. In a letter received from the company, they indicated a $0 cost basis. The decedent's (my mother) records indicate a cost basis (premiums paid) of $40,000. I filed the original claim in February 2024. I received their payout letter in March. I had an initial interaction with the claims specialist, but they just ended up emailing me the same payout letter with the incorrect cost basis. I replied that it was incorrect but did not get a response back. Over the next two months, I repeatedly called the company but the phone rep can only forward the request to the claims department. In May, I finally got a response from the claims specialist. She indicated she reached out to management and the cost basis should be $10,000. I stated that this was incorrect and provided documentation regarding the $40,000 cost basis from my mother's records. She said she would forward to her management. After several weeks, still no response. I called the company and filed a wrongful payout claim. They said I would receive a response within 10 days. I did not receive a call. I called again. They said they would escalate and should receive a call within 48 hours. More than a week has gone by and still nothing.

  Business response

  07/15/2024

  Dear Customer,

  We apologize for the inconvenience and miscommunications you experienced regarding the cost basis for your mother's annuity. After a thorough review of your case, we have confirmed that there was an error in the cost basis initially provided. The correct cost basis is indeed $40,000.00. 

  We are in the process of sending out the revised Explanation of Benefits (EOB) to reflect this correction. Additionally, our Claim Specialist will reach out to you to confirm that the necessary adjustments have been made. We are also ensuring that all relevant records and filings are updated accordingly. 

  We regret any distress this matter may have caused and appreciate your patience and understanding as we worked to resolve this matter. If you have any further questions or concerns, please feel free to contact us directly.

  Customer response

  07/17/2024

   
  Better Business Bureau:
  
  As of this date, I have received no communications directly from Protective, but assuming that they follow through per their response through the BBB, that will rectify the situation for myself. As the designated representative of my Mother's account, I also request that the payout and records of the other beneficiary, ***************************, also be updated to reflect the correction.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased *** insurance with Protective Asset upon purchasing a 2023 ****** Rogue through ******************* ****** of ********** on 8/19/2023. On 2/14/2024 I was rear-ended by another vehicle resulting in a total loss. The at fault driver did not have insurance so I immediately filed the claim with both my auto insurance company and for the *** coverage through protective. The person I spoke with gave me a list of documents that was needed in order to process the claim but assured me that as long as I had not missed or been late on any of my car payments up to this point that the *** coverage should cover the remaining balance as it was confirmed to be a total loss by the insurance adjuster. Once I had provided all the documents for the *** claim I was advised that it would take 30 days to process. The process took well over 30 days and required several calls from me to Protective to get any resolve. The first call post the initial 30 day period I was told it would be 30 working days, the next several times I called I was told that it was still in underwriting (Car-Co) and they would call me back only to never get a call back, I also advised that it was getting very close to when the car payments on the auto loan were expected to resume. Finally, one person helped me but advised that someone failed to provide the claim number to underwriting and caused the delay and the payment wasn't issued to the lender until 6/6. This delay resulted in additional interest accruing on the account that I am being held responsible for at no fault of my own. When I called Protective to ask why the payment they made was not for the full remaining balance the representative proceeded to tell me that there was no guarantee *** would pay at all. This coverage was paid for by me at the time the vehicle was purchased, my payments prior to the accident were always on time, and the loss was no fault of my own, yet I was not covered completely as I was lead to believe I would be.

  Business response

  07/01/2024

  ************* Warranty Corp.  ("USWC") received your June 21 email and letter addressed to Protective Life Insurance Company  ("PLICO"). USWC administers the *** ********************************** purchased from ******************* ****** of ********** on August 18, 2023. USWC is a Protective Life Insurance Company affiliate and the correct company name for this complaint. We request that you change your records to reflect the correct company name.
  
  It's important to note that the *** Addendum is an amendment to the financing agreement between the holder and the lender. USWCS and PLICO are not parties to the finance agreement or the *** Addendum.
  
  We sincerely apologize for any difficulties that **************** had regarding her claim. By signing the Gap Addendum, **************** acknowledged that "1. You have read and understand this Addendum and its CONDITIONS." One of these conditions,as explained under the section CONDITIONS, subsection 2. is that "You are responsible for making at least the minimum payment under the terms of the Financing Contract for each payment due after the Date of Loss until the request for a Qualifying Loss has been processed."
  
  It's important to understand that CARCO, the underwriter, calculated the claim. The unearned interest was deduction due to fact that the loan was signed on August 19, 2023,and the first payment was due on November 17, 2023, which is sixty-one (61)days.  Under the section EXCLUSIONS, it states that "In addition to other provisions herein, this Addendum does not provide coverage for: R. a Financing Contract that does not have uniform scheduled payments after the first payment is made and/or a Financing Contract or Loan that is self-financed. The first payment must be made within forty-five (45) days of the Financing Contract inception date." Per *** ADDENDUM, CARCO deducts the unearned interest since the first payment was not made within forty-five (45)days.
  
  By pointing out the foregoing, USWC and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service contract and the applicable law.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This business reports on their website Your policy may have specific settlement options. However, we offer the following payment methods on most products: ACH, check and Immediate Benefit Account (if available). How soon will I receive my proceeds? Generally, the claims process takes about two to three weeks.This claim has been processing for over an month and the company is refusing to process a payment. We have called several times and the company will not escalate the issue or let us speak with management. The claim handlers neglect and lack of communication has caused the delay in process and the company is allowing it to further continue. They are in breach of agreement

  Business response

  06/17/2024

  The Company extends our sincere apologies for the unfavorable experience of the beneficiaries.   Full payments were immediately released upon our receipt of this complaint. The matter has been resolved.      

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  September 12: 2023, 2 weeks after purchasing car, I cancelled Atlantic Coast Warranty with the company that handles it, Protective Asset. 8 months has gone by and all they say are falsehoods. They sent check to lienholder. Even after I told him there was no longer a lienholder, he continued to repeat the same. Ive sent hundreds of emails, letters t no avail. The owe me $3177. I spoke to a woman over there and she told me nothing as ever Sent. I asked that the check be sent to my home. They continue to lie. 8 months! My bank has never received anything nor I. I have emails that say my papers were received October 12, 2023 but no money. Said 6-8 weeks I would receive the refund.

  Business response

  06/11/2024

  ************* Warranty Corp.("USWC") received your May 28, 2024, email and the letter addressed to Protective Life Insurance Company and forwarded them to me for review and response. USWC administers the ************************ ********* contract") that **************** purchased from ************************** on September 12, 2023. We request that you change your records to reflect the correct company name. I have reviewed this matter and hope you find the following information helpful.
  
  We have contacted the obligor and provider, Atlantic Coast Warranty Corp., to request an update on the refund, but we have not heard back. The issue has been escalated, and we hope to resolve it soon. We sincerely apologize for the difficulties **************** has experienced. We strive to provide quality customer service, and we regret any inconvenience she may have experienced.
  
  By pointing out the foregoing, USWC and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.
  

• Initial Complaint

  05/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Protective Life Insurance Company Life and Health Insurance Administration P.) **************************************** Policy Number FK ******* I have paid $81.71 US dollars into a life insurance policy for 19 + years. I have a *** Rider that states if I decide not to continue paying into this policy I can take out a percentage of the money I paid into it. I now live in *******, ****** and have been having some financial difficulty. I started contacting this company in March of this year, 2024 to withdraw the funds from the *** Rider.I have submitted all of the required documents to this company and spoke with **********************, a supervisor with Protective Life. The main issue is my Canadian address. In there computer system they have a drop down box for us address but are unable to manually input a Canadian address. I spoke with her 14 days ago from this notice and have not received the check for the funds owed to me. I do not want the check mailed to me because of their computer issues. I am requested to have the check couriered to me and I will pay for this service but this company has refused to do this for me. I cannot have the money direct deposited because ************* is several hundred kliometers away from where I live. I am getting nowhere with this company and I need your help please. There has to be a simple resolution. I am desperate for this money.

  Business response

  05/29/2024

  Good afternoon,

  
  I am writing regarding Case Number ********. Due to privacy laws, we cannot provide you with any information regarding the complaint that ************************* filed. Accordingly, we responded directly to her on May 29, 2024.

  If should you have additional questions or need further information, please feel free to contact me at ************, by fax at ************, or by email at ***********************************************. 

   

   

• Initial Complaint

  05/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My mother passed away in March and I still havent received the check and these people are just giving me the runaround they keep saying it was mailed to another address multiple times!

  Business response

  05/30/2024

  As administrator for ********************* Company, we extend our sincere apologies to the beneficiary for her unfavorable claim experience.  The payment was made timely under the policy; however, the check was mailed to the physical address of the beneficiary in error.   The beneficiary requested the payment be made to her ** Box.   The check was returned to the company by the post office and the error was discovered.  The Company immediately reissued the check to the ** Box and paid additional claim interest to resolve the matter.   Again, we extend our apologies to the beneficiary.  

• Initial Complaint

  05/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased the extended warranty with my car in November 11,2023. Unfortunately I have had multiple repairs that have been covered under warranty. On April 2,2024 my car was towed to **** dealership for repair. They ran diagnostic and submitted for repair to the warranty company. The repair is covered by warranty, however, the company continues to add stipulations/criteria to have repair approved. I confirmed that the dealership has complied running multiple diagnostic test to receive the same reading, however, now the warranty is for different test. I spoke to the dealership who stated that test will damage the care requiring additional repairs. The warranty company to get clarification and have been hung up on and encountered rude customer service associates. Also after multiple attempts by the dealership the rep will not return their call. This has been going on for over ************************************************ Resolution.

  Business response

  05/22/2024

  Protective Administrative Services, **** (****) has received your correspondence and email dated May 9, 2024, addressed to Protective Life Insurance Company (PLICO), and forwarded to me for review and reply. PASI administers the ************************ ******** contract) that Mr. *********************** purchased from ********** *********** on November 6, 2022. PASI is an affiliate of PLICO, and we respectfully request you change your records to reflect the correct company name. We hope you find the following information helpful.   
  
  The service contract that was purchased is not a warranty, nor is it insurance. Coverage is not automatic when a claim is filed. The service contract lists covered components, non-covered components, and events excluded from coverage. Certain conditions must be met for a claim to be covered, and there are also coverage exclusions. One of the conditions is that a cause of failure must be shown to determine if a coverable failure has occurred. 
  
  According to the file, the claim was authorized on May 16, 2024, for $7,153.11. Before this claim, a total of $8,862.11 was paid for approved claims. The service contract has a limit of liability, which is limited to the vehicle purchase price for the total amount of benefits paid under the service contract. The purchase price of the vehicle was $15,974.00. With the payment of this claim, the service contract has reached the limit of liability.
  
  By pointing out the foregoing, PASI and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.
  

• Initial Complaint

  05/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Regions **** sold me an Annuity so I thought, but was actually a life insurance policy. I deposited $20,000 cash. After 5 years, I check and the value is $15,000...Protective Life Insurance will keep over $5,000 of my cash dollars.

  Business response

  05/07/2024

  
  I am writing in response to your correspondence received May 01, 2024. Due to privacy laws, we cannot provide you with any information regarding the complaint filed. Accordingly, we will respond directly to ******************************.
  
  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

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started taking 10-year period certain annuity payments from my contract (# P005437697) in October 2023 for $251.02 per month. I received an automatic payment in October, November, December, and January. Then for some reason I stopped getting automated payments starting in February:-I called customer support on 2/29 to rectify the February payment. An automated payment was made a few days later.-Same thing happened in March 2024, no automated payment. I called customer support again on 4/1 and the situation was corrected with a payment made a few days later.-It is now April 29th and once again, I have not received an automated payment, and Im pretty sure I wont get one before May 1st, given recent history.-Im would like to a) rectify the missing April payment and b) permanently fix this situation by getting back on a schedule of automated payments with no intervention needed. I have contacted Protective via email this time, trying to avoid spending an hour on the phone with Protective staff.My husband, *************************, has been assisting me with this situation and I give you permission to speak with him about it as well.I need this issue fixed so Im not calling every month for what is supposed to be a guaranteed monthly payment (Protective is essentially in breach of the annuity payment agreement which states a monthly guaranteed payment).The first time this happened in February I can understand, everyone makes mistakes. The March miss, still understandable but points to operational incompetence on the part of Protective. Missing again in April I believe is fraud, in that there is obviously no intention on Protectives part to fix the problem and they hope we lose interest or just go away so that Protective can keep the funds. They are likely thinking that Its not a huge amount of money, so why bother. But for us, every retirement income source is part of our overall plan for retirement.

  Business response

  05/13/2024

  We have reviewed your correspondence and apologize for any delay in payment receipt. According to our records, all payments are now current and we will monitor to ensure future delivery dates are met.

*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. ↩