Protective Life Avis 35

They are such a bad insurance company that I have experienced. First of all employees all act inexperienced. they never get back to the customers. I have to get in contact with the person that referred this insurance , they contact them of results. They Lie. For example, they say they requested information from the doctor office. This last time they never did. And they said that it was requested. I have never experienced such a poor and bad insurance. Thank you

I have been trying since June 2024 to process claims for my 3 children. I sent in all required paperwork. I call and they tell me someone will call me back. No one ever calls back and I receive letters stating that I am missing documents or my paperwork is incomplete. Then the process starts all over again with me calling.

RUN for your life! Literally, this company is a joke. I’ve used them for 10 years and have made payments (monthly) for 10 years. Getting them to cover a very small claim has been a nightmare - absolutely ridiculous haha RUN

If I could give zero stars i would. I've called August, September, October & twice in November because they cannot use autopay for some unknown reason and took payment out of his cash balance. Every call they say everything is fine, it will auto draft next month. It doesn't. I'm on hold now 1 hour & 40 minutes at this moment wondering if they left work and just didn't hang up. No one has been rude but no one seems to figure anything out. We were also told we'd receive a call for ticket in 3-5 days. 6 business days later I'm calling them. 1 hr 43 minutes now. This company is RIDICULOUS. ***UPDATE: They called saying since he has a partial disability waiver that pays about $90 (due to a brain hemorrhage) he can never enroll in autopay. They sent him a letter saying he could and let him enroll on their portal. It took from July to December for that to be the answer.😒 Let's see how January works out.🙄🤞🙏🏻 Happy Holidays everyone!!!

Sorry if the review has any spelling or grammatical errors as I am extremely frustrated with this company and it is a very difficult time for me and my family. If I could I would give them a 0.5 rating based on their lack of response and time this has taken. What an ordeal it has been dealing with Protective after my mom passed away unexpectedly. Didn't even know she had this policy until I saw the direct withdrawals coming out of her bank account monthly and then I saw her paperwork in her files.

Let's start with the fact that they do not have a set process in place beyond sending you the paperwork to be completed for a claim after a loved one has passed away. They communicate that there is a process, but their actions do not align with their words. I have documented every step and communication below so others can be aware that the Protective representatives are a delight, but I am not sure what is going on with the processor end for the claims which tells me their leadership is a mess. Been wondering if the processor side of the line of business is under-staffed, incompetent, lazy, or just stalling on the claim in hopes something will go wrong and they don't have to pay the claim. I don't want to sound so negative, but lack of actual answers has left me to my own assumptions. Either way, this is not an organization you want to deal with during such a difficult time in life. They should be ashamed of themselves and their leadership should really look into process updates, project management trainings for the processors and hold themselves and their staff accountable to meet deadlines. They could really benefit from a consultant coming in for an assessment or some type of six sigma training. Also, let's get to the point as life insurance isn's just some product bought at a store like a piece of clothing or electronic. This is about a loved one passing. They are in a very important position where care and understanding meet compliance, efficiencies and attention to details.

Documented Process for On-Going Claim:

10.9.24 started claim for passing of my mother (updated that it will take 3-5 days to verify beneficiary). Will receive a case number / confirmation number via email. Beneficiary to fill out paperwork once it comes.

10.17.24: Received paperwork. Completed and submitted paperwork on 10.17.24 via email.

10.21.24: Checked status on 10.21.24 based on automatic email sent back. Learned that the paperwork submitted via email also asks you to upload the same documents yourself. Uploaded the death certificate, claim form and activation policy. Same information we emailed was uploaded just in case to ensure there were no delays or miscommunications with Protective.

10.25.24: Spoke to representative on 10.25.24 who updated us that within 7-10 business days the processor will review the claim for either pay out or follow-up via mail with more questions if something was not completed properly. Updated our paperwork was received on 10.21.24 and everything looked correct (signed and dated in correct locations).

11.4.24: Spoke to representative on 11.4.24 who said all of our paperwork had been received on 10.21.24. We should hear back by Thursday (11.7.24) via direct deposit/email/call or we should call them back as that would be past the 10 business days.

11.8.24: Spoke to representative who looked at paperwork again and said nothing looked wrong with it. She then told us she would send a message to the processor on our behalf so he can call us back directly. The representative took down our cell phone number so he could call us directly with an update or questions (calling from 800 or 205 number).

11.11..24: Spoke to representative again regarding no update on policy claim. She checked once again the paperwork we submitted on 10.21.24 and said everything looked correct and there were no issues with our submissions (as of today it has been 15 BUSINESS days since the paperwork was received by Protective). The representative placed a high urgency request for the processor to make phone call to our cell to provide us with an update or explanation regarding the delay (updated us that it will be around 24-48 hour timeframe before we hear from the processor).

Very unhappy with Protective Life’s attitude to customer service.
We received two incorrect annuity payment checks from them, after years of receiving the same monthly check. Protective put stops on these large checks but never contacted us to explain.
Never received an explanation or a history of payments received as we requested via numerous phone calls and a complaint letter. We are no longer sure they have paid us accurately but they will send no documentation or even a phone call with explanations and assurances that payments and tax handling have been accurate.

People beware of protective life insurance My father been with protective life since 1994 he is now 82 years old now they trying to tell to pay $1,000 per quarter because they didn't expect him to live this long now they tried to deny his claims people please beware

My mother has an annuity with Protective that I need to surrender to pay for her memory care. I was told 4 months ago to call within 2 weeks of running out of money, that everything was in order and payment would be released. I called 2 months ago and have had nothing but a runaround. I was told: 1) Need to mail in a request for surrender
2) need a copy of the POA which they already had (how else would they talk to me) 3) I had to get a notarized letter of change of address, 4) they never received it, sent it again.4) called, all set to go, just waiting for approval, 5) all ok, if you don't get check in 10 days called. 6) got their letter of the surrender and tax documents but no check 7) sorry, but it is with the handler but ready to go in 7-10 days if you don't receive please call. I was irritated and said I know this is not your fault but Protective needs to get their responses straight, I kept getting told different answers. The representative's response was " Ma'am, have I answered your question?, if so, I will hang up now" No apology, nothing. My mom's bill for her memory care is now 2 months in arrears. They are being very nice about it but it is just not right!

My mom had protective life ins she paid on for 40 years was automatically taken out of her bank account she was in the hospital the month they set a letter saying she needed to put 60 dollars on the account so it was in grace they wouldn’t let me pay the money made her reinstate it and then denied her she has nothing now she got that to help with her funeral cost

I have a substantial annuity contract with them through Schwab. I had three questions a week ago and contacted customer service three times in a week. The CS people were clueless but said they would get back with the answers, or a phone number for someone who could or that someone would call. I called a week later and was intercepted by a "gentleman" who said they would not help me and provide answers. I tried to explain what I needed but he said that did not accept feedback from clients and hung up on me. That was Aaron. I am now transferring my contract to a firm that values it's customers.

Every year in December they skip taking out the autopayment for my husband, and we end up arguing with them for 3 months to get it fixed. Today I got an email that I am PAST due for a payment for July 2023 when today is May, and that my policy is in a grace period. ( I have always paid my premiums). These types of errors on their part cause so much stress and anxiety as well as having to spend hours on the phone trying to get it fixed. It seems like it is every other month something is going on with them. I would not recommend this company for life insurance, with these troubles, I seriously cannot imagine dealing with them in a time of crisis.

Do not do business with this company. Their customer service is terrible and they never do what they say they will do. My father died on Memorial Day this year and I am a beneficiary of his annuity through Protective Life. I have been working since his death to claim my benefit and in so doing have spoken with Protective representatives 22 times. There is no continuity in house so every time you call you speak with a new person who has no idea what you are talking about. I have been told that my claim file is complete by one representative and them have another tell me the account does not exist. I have been told someone would call me back several times and no one ever has. After months of dealing with these people I finally received a letter on August 23rd telling me my claim had been approved and payments would commence. It is now September 16th and I have not seen a penny of my money. I believe their goal is to keep money they owe you for as long as they possible can. Not once did I ever speak with anyone helpful.

Protective is absolutely the worst insurance company I have ever had to deal with. Their customer service is completely unacceptable, they lie to their customers about follow-up, the claims process, and timeline for payments.

My father passed away on May 30th, he had an Annuity policy with Protective and listed me as one of beneficiaries. I completed all the required paperwork and sent it to Protective via certified mail. They acknowledged they had received all the correct documentation and I would receive a follow-up phone call letting me know when the monthly pay outs would begin.

After numerous calls to Protective, I never received an explanation of the payment delay, I was always transferred to countless other departments within the company, spending hours on hold. I filed a complaint with the Insurance Commissioner, three months after my fathers death and did finally get a call back, only to be lied to once again, telling me they had sent a check on September 2nd, which is now 13 days ago, no check or communication from Protective. It is very odd they would state they were sending a check as I had requested their direct deposit option and they acknowledged they had all the information they needed for this process.

Do not use this company, never buy an insurance policy from them. When you are struggling with the grief from the loss of a loved one, they do not give you the benefits outlined in the policy, nor provide any level of customer service.

Very good company. Paid out quickly. No hassle or extensive paperwork. Definitely glad my loved on picked this company.