ComplaintsforGlobal Atlantic Financial Group

Insurance Companies

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Initial Complaint
11/12/2024
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 have two annuity accounts with *********************************************. I am going through a divorce and trying to withdraw money. I made a mistake of telling them when I called I needed paperwork for a divorce. I am trying to withdraw and they tell me because I am going through a divorce, I cannot withdraw. I was advised I would have to go to court and file a temporary orders to access my funds. My attorney advised that I was allowed to take money to pay household bills and attorney fees without going to court. They would not allow it. I went to court on Oct 31 and got a court order with an amount I was allowed to withdraw. Signed by a judge and my soon to be ex spouse. They are still denying saying they now need a divorce decree. I desperately need this money to survive and have told them so. I don't understand. There is a court order. They are in contempt of court.
Customer response
11/14/2024
That is a fully executed order from the court allowing me access to the specified amount. Divorce proceedings are moving forward. We are into an agreement and will have a divorce decree and separation agreement soon. I was told by the company I needed something from the judge. I spent $500 and hour for my **** to bring this order in front of a judge for this company to deny me access to my money once again. I am disabled and am in dire straits right now. Per Massachusetts law, I am able to take this money for attorney fees and bills. This annuity will be left to me only. It's in the agreement. We just need to sign and execute it. Meanwhile, I have above court order allowing me access to $140,000 and am being denied
Business response
11/14/2024
Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.

Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information. As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.

We will provide a written response to the consumer on or before 12/04/24. Thank you.
Customer response
11/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
That is a fully executed order from the court allowing me access to the specified amount. Divorce proceedings are moving forward. We are into an agreement and will have a divorce decree and separation agreement soon. I was told by the company I needed something from the judge. I spent $500 and hour for my **** to bring this order in front of a judge for this company to deny me access to my money once again. I am disabled and am in dire straits right now. Per Massachusetts law, I am able to take this money for attorney fees and bills. This annuity will be left to me only. It's in the agreement. We just need to sign and execute it. Meanwhile, I have above court order allowing me access to $140,000 and am being denied

Regards,

***** *******
Initial Complaint
10/17/2024
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 first started dealing with this company back in 2012. I took out two policies one for me and my husband. I contacted them April 16, 2023 for my (deceased) husband policy due to his passing. They sent a check to bury him after we submitted his death certificate. Since then I have contacted them per my policy and they are telling me they don't have record of me being a policy holder with them. I have proof of receipts of All the monies I have submitted to them. I want back All the money I have paid to them towards my policy.
Business response
10/18/2024
Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.

Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information. As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.

We will provide a written response to the consumer on or before 11/07/24. Thank you.
Initial Complaint
09/22/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Mother had three unknown Pre-need policies totaling $388. The original beneficiary, my Father, passed away in 2016. I Filed three beneficiary claims, sent the death certificates, and proof that the cremation was taken care of by a different insurance company. I have called the company numerous times and have been given the run around continually. On my last phone call, asking to speak to a manager, I was hung up on. This is a horible company, they offer end of life products but treat the clients like dirt. All I am asking for is that the three unused policy benefits of $388 be paid to the beneficiary
Business response
09/23/2024
Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.

Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information. As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.

We will provide a written response to the consumer on or before 10/11/24.
Thank you.
Customer response
09/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me, so long as the business doesnt stall and more endless requests for documentation that has already been supplied.

Regards,
*** ********
Initial Complaint
08/12/2024
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.
Global Atlantic was known as forethought insurance where you can pay so much monthly for funeral pre-arrangements. This policy was adopted on August 7, 2003. the main reason I took it out was to pick out my mother's casket and other items ahead of time, so I wouldn't need to do it when she passed away. My mom passed away in May of 2021 I had forgotten about this policy, and when my son reminded me, I tried and they wanted me to get papers showing that her funeral was paid off in full. I explained to them that I have other documents regarding the used funeral home. showing the cost, and their contact information, I texted, called, and emailed the company with no response. the funeral home is or do not have a building with staff. This young man was and I hope he continues to start up his own company. I have seen storefronts that are been used by people trying to start their mortuary . The address i found is ******************************************** ************ email *********************** Sincerely ***************************
Business response
08/13/2024
Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.

Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information. As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.

We will provide a written response to the consumer on or before 08/30/24. Thank you.
Initial Complaint
07/30/2024
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.
Its a funeral account that was paid off!! On July 22, 2024 I got an email stating they were gonna debit my account for $576.82.. I call Global same day I received the email, they told me they see account is paid off, they said not to worry nothing will be debit from my account.. next day (July 23, 2024) my was debit $576.82.. So I called global July 23 and completed about the debit They said it will be back in my account in 3 days , And nothing yet, I called today (July 30,2024) And global said it will be refund on August 7,2024.. am going through hardship.. this account was for my mothers Mortuary expenses that is paid off .. my mother has dementia and is Bedridden, I dont have the strength to keep dealing with them.. I just need my money as soon as possible.. Thank You So Much
Business response
07/31/2024
Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.

Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information. As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.

We will provide a written response to the consumer on or before 08/20/24. Thank you.
Initial Complaint
04/16/2024
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.
12-5-23, claim made for payment / distribution of funds to Beneficiary. payments issued 12-8, and *****, of 2023. checks as written could not be deposited to beneficiaries account. letter written 1-9-24 explaining the problem. No response, I called company 2 times and was told that letter is in review. 3-28-24 2nd letter written with additional request and instructions, no response. I've also had 3 letters dated 2-12, 3-11, & 4-8 asking if I have received the checks, but no other correspondence related to the letters I've sent. my 3rd phone call was 4-5, supposedly still in review. The left hand does not know what the right hand is doing at this company.
Business response
04/18/2024
Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.

Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information. As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.

We will provide a written response to the consumer on or before May 7, 2024.
Thank you.
Initial Complaint
04/08/2024
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 am trying to get a corrected 1099-R for the 2023 tax year. I received a 1099-R from the company the first week in March (IRS states that they must be mailed by 1/31). The form was incorrect in that it showed no withholding for federal or state taxes. I called up and was told that it would take 2-5 business days to investigate. After 5 business days I started calling daily for updates. After 3 weeks of daily promises for an update, found out that the person creating the form had entered the withholding percentages as 0.15% and. ******% instead of the correct number of 15% and 4.25%. I received an updated 1099-R, but this time, they calculated the withholding off of the wrong gross dispersal ($450 too little) so the taxes withheld were wrong again. A week later, (again after escalating daily phone calls), I received another 1099-R, but this time, it had the wrong gross dispersion (off by a factor of 10 due to a decimal place error) and was for the wrong year (2022). It also had no withholding shown on it. I found out that they closed the case file with the issuance of a new 1099- R, so Im starting over again, and will have issues filing my taxes for this year.I have called so many times and dealt with their offshore people and escalated onshore associates that I can recognize people by the sound of their voice. I have escalated multiple times to a supervisor and have been told multiple times I would get a call back by COB that day. Of the 15+ times that I have been told this, I have only received one call back stating that the tax department was still working on it.
Business response
04/09/2024
Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.

Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information. As soon as this review process is complete, we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.

We will provide a written response to the consumer on or before 04/26/24. Thank you.
Initial Complaint
02/23/2024
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.
My 90 year old father purchased "Pre-Need" contracts covering the burial services for both him and my 88 year old mother from Global Atlantic through a broker. My father did not fully understand the contracts and began paying the minimum monthly payment. When I reviewed the contracts with him, it was obvious that my father should simply pay off the contracts in full, as the monthly payment option charged an exorbitant amount of interest. I contacted the broker who advised me that my father had the option to pay off the contracts within ************************************ penalty, and that Global Atlantic should have sent my father a notice notifying him this option. (They failed to do so.) When I contacted Global Atlantic, they said that because it was now 13 months since the contract was signed each contract now required an additional $1200 in interest. I told them that this was unreasonable and that they had never sent my father notification. I requested that we negotiate a more reasonable pay off amount. They refused to do so. I asked to speak to a supervisor, they refused to forward my call to a supervisor. When I asked for the supervisors name so that I could call him or her directly, they refused to provide a name. They stated they'd have a supervisor call me back. I never received a call. It seems Global Atlantic preys on the fears and diminished memories of the elderly, knowing that they will forget to pay off the contracts within a year and then hits them with exorbitant interest and fees should they wish to pay off their contracts. I just want my parents to be able to pay off their contracts without incurring exorbitant interest and penalty charges.
Business response
02/27/2024
Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.

Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information. As soon as this review process is complete, we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
We will provide a written response to the consumer on or before 03/18/24. Thank you.
Initial Complaint
11/22/2023
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.
My mother died. My brothers and I have been receiving monthly checks from a policy she had with this terrible company. My eldest brother has moved in with family friends. He is disabled. I am handing his finances. My brother wrote a letter per their request to change his address to mine. I have send an official **** notification that his address has changed. We have done everything that they have asked us to do. Now they are saying my own brother (the beneficiary) cannot change his address. They have stopped mailing his monthly checks. My brother is 66 years old and needs this money to help with his expenses. They are demanding he have a power of attorney. Why does he need a power of attorney to change his address?
Business response
11/28/2023
Hello,
Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.

Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information. As soon as this review process is complete, we will again correspond directly with the Complainant. We expect this process to be completed in approximately **** business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.

We will provide a written response to the consumer on or before 12/04/23. Thank you.
Initial Complaint
10/18/2023
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.
Please be advised through an agent in US Bank I purchased a Fixed Index Annuity from Global Atlantic Financial Group back on Spe 2, *****. After consulting with my family members, I decide to cancel this contact before 30 days and requested a refund. Since Sep 29, 2023 I have been in contact with this company and they gave me run around. Finally on 10-16-2023 they promised to release the money back to the brokage account and the fund is not there.I called almost everyday since the cancellation of this policy and they gave me different story about my fund. I spoke to Supervisor ***************************** who advised me that he needs to check with finance **** in order to provide the confirmation. As of today I have not received my pension from this company.
Business response
10/19/2023
Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.

Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information. As soon as this review process is complete, we will again correspond directly with the Complainant. We expect this process to be completed in approximately **** business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
We will provide a written response to the consumer on or before November 4, 2023. Thank you.
Customer response
10/19/2023
Company has not responded to my demand for returning back my pension. According to this company, they have to wire the fund again. This account was closed on Sep 29,20023.
Customer response
10/20/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
Company has not responded to my demand for returning back my pension. According to this company, they have to wire the fund again. This account was closed on Sep 29,20023.

Regards,

***************************

Business response
11/16/2023
We responded directly to ****************** at his address on file on November 7, 2023.

In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization from ****************** to release this information to the Better Business Bureau, we sent the response directly to him.

Please note, in our correspondence we confirmed that Mr. ******** funds were successfully returned to the original source.

Please let me know if you have any questions or if I can be of further assistance.

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