Business Profile

Insurance Companies

Fidelity & Guaranty Life

Headquarters

Complaints

This profile includes complaints for Fidelity & Guaranty Life's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

81 total complaints in the last 3 years.
25 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:06/30/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Around March-April 2025 I spoke with some insurance agents to purchase life insurance. I wanted these *** policies to start saving additional money for my family's future. I inquired to the multiple agents I spoke with on the methods in which I can send additional money. They all confirmed it would not be an issue and that they could just take it out of my account on file. After signing up and making payments, I am now told that I have to MAIL in either a check or money order to make additional payments. They are also now refusing to give me my money back as we are "outside of the first look period". Mind you that period is only ******************************************************************************************* activated with my accounts. Then after speaking with a *** who guaranteed I could make additional payments, I find out that I, in fact, cannot make additional payments over the phone. After seeing only 1 draft out of 3 come out of my account, I called them again. This time I am told that I can only make additional payments by mail. After taking my money and ***eatedly lying about how I can manage my account, they are REFUSING to give me back my $400+ worth of payments to end their sham policies. Had it been EXPLICITLY EXPLAINED WHEN I ASKED, I WOULD HAVE NEVER SIGNED UP WITH THEIR COMPANY FOR LIFE INSURANCE!!!!!!!!!!!!!!!!!!! THEY ARE BLATANTLY LYING TO PEOPLE TO GET THEM TO SIGN UP, THEN BASICALLY TRAP THEM. I was told that my policy would not be able to generate cash value for OVER A YEAR before I could cancel and see a small chunk of my money back. THIS IS CRIMINAL!!!!!!!!!!!!!! They need to be stopped. And I want ALL MY MONEY BACK!
Business Response
Date: 06/30/2025
Thank you for your inquiry. Due to state and federal privacy laws we are unable to respond directly to the BBB. Therefore, a written response will be sent in 10 calendar days to the policy owner.
Customer Answer
Date: 07/09/2025

Complaint: 23527887

I am rejecting this response because nothing has been done to resolve this matter.

Sincerely,

****** *****
Business Response
Date: 07/09/2025
Thank you for your inquiry. Due to state and federal privacy laws, we are unable to respond directly to the BBB. A written response will be sent to the policy owner.
Initial Complaint
Date:06/09/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to cash out this life insurance policy for months. I mail them what they want, and then they tell me that they need this or that, and the most recent thing is that my signatures don't match so now I need to send them a copy of my driver's license. I grew tired of mailing them through regular mail, so I tried faxing them at the various numbers that they have provided, and none of them work. I feel like they are trying to keep my money, even though they already are keeping a large portion of it. I believe that they are potentially scamming people, or at the very least, being very disingenuous.
Business Response
Date: 06/10/2025
Thank you for your inquiry. Due to state and federal privacy laws we are unable to respond to the BBB. Therefore, a response will be sent to the policy owner within 10 calendar days. Thank you.
Customer Answer
Date: 06/17/2025

Better Business Bureau:

They are indicating that they can't respond to you. I feel like this is an ongoing run around. I may be back to refile a complaint if they continue to be difficult and disingenuous in their attempts to resolve this.

Sincerely,

Page Warner
Initial Complaint
Date:05/12/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
my financial advisor ***** **** got me to add two annuities from this company to my financial profile back in march and paril 2025 . ** ****** polciy was effective 4/14/2025 in the amount of $60,001.98 initially. interest has accrued on this policy since that date . policy MX072007 was put into effect 3/17/2025 myself and my advisor have called them repeartedly. the **** cant add properly nor can some of them even speak properly . its ridiculous.their website is a blatant sorry excuse to say the least. you cant make out the true deposits the manner in which their webstie is displayed . an amount of $869.59 was recd on april 14 2025 and still HAS NOT BEEN PROPERLY CREDITED TO THE POLICY MX072007 INTEREST MADE RETROACTIVE AND A RATE OF 5.55% ENTERED INTO THE 5 YEAR POLICY AS OPPOSED TO THE 5.45% BACK IN MARCH 17 ********************************* AS THE POLICY HOLDER GET THIS RESOLVED AND PROPERLY CREDITED WITH INTEREST TO THE POLICY MX072007 ADDITIONALLY I WANT A PROPER WAY TO KNOW WHAT MY CURRENT REAL TIME BALANCES ARE ON EACH POLICY.I AM DISGUSTED WITH THIS ANNUITY COMPANY. I HAVE ASSIGNED BENEFICIAIRIES TO BOTH POLICIES THERE HAD BETTER NOT BE ANY TROUBLE WITH MY EXECUTOR COLLECTING THE FUNDS ON BOTH POLICIES IF SOMETHING EVER HAPPENS TO ME (DECEASED) HE IS ALSO THE BENEFICIARY AND EXECUTOR BOTH,. I WANT SOMETHING DONE ABOUT THIS . THEY CANT SEEM TO PULL ANYTHING TOGETHER AND THEIR WEBSITE IS A TOTAL HOT MESS !!!
Business Response
Date: 05/18/2025
In accordance with state and federal privacy laws, we are required to restrict the release of policy-specific information to the policy owner, as authorized in writing by the policy owner or as otherwise provided by law. Therefore, we will respond directly to our policy owner regarding their concerns.
I trust this information and explanation is fully responsive to your inquiry. Please direct follow-up questions or correspondence to my attention at **************************************************. My telephone number is **************.

Sincerely,

***** ******
Compliance Analyst - Risk & Compliance
Initial Complaint
Date:05/01/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My annuity matured on March 24, 2025, at which time I requested a partial disbursement. There was a 30-day surrender period without surrender charge. There was no disbursement made and I contacted the company weekly to check on progress. I was given a different reason for the delay, always my fault, saying I did not submit required documents. All the documents had been given at the time of submission but they kept saying they didn't have them. After a month, they said the amount requested would not leave $2000 in the account so they could not do it. Up to that point, there was no mention of a required minimum to be left in the account. I then requested the complete disbursement, realizing they were just dragging things out on purpose. Now they say I have to pay surrender charges because the 30-day penalty-free period as lapsed. I don't feel this company is not a legitimate financial institution. I need to know how to proceed to get my money.
Business Response
Date: 05/05/2025
Good morning,
In accordance with state and federal privacy laws, we are required to restrict the release of policy-specific information to the policy owner, as authorized in writing by the policy owner, or otherwise provided by law. As we do not have authorization from the owner to provide information to the BBB, we will respond directly to the owner regarding the concerns presented.
I trust this information and explanation is fully responsive to your inquiry. Please direct follow-up questions or correspondence to my attention at **************************************************. My telephone number is **************.

Sincerely,

***** ******
Compliance Analyst - Risk & Compliance
Customer Answer
Date: 05/05/2025

Complaint: 23274513

I am rejecting this response because:

after reviewing the complaints from your page, I see that this is part of their standard delay practice. They did send an email stating my case was closed and they were overnighting a check Friday. Well see.

Sincerely,

***** *******
Initial Complaint
Date:04/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In 2019 F&G sold my 84 year old father a 14 year annuity and a 10 year annuity. This means he would not get full benefit until he was 98. I have asked them to let us surrender the policies with no penality as this was an unethical sale taking advantage of an 84 year old.I provided them a signed and notorized copy of my Power of Attorney showing I can act on his behalf.They declined the no penalty surrender request. Now I am trying to just surrender the policies and accepting the surrender penalties. As of today - 4/17/25 they are saying they won't accept my Power of Attorney since the original request was denied. My complaint is two fold - 1) they should never have sold an 84 year old policies that will, most likely go beyond an assumed life span and 2) the signed and notorized Power of Attorney, no matter what the reason, is a valid document and should be honored - without exception. F&G is putting up intentional roadblocks at every turn. The agent, **** **** of the Sun City, ********* is the agent who sold the policies.I do want this on record as it truely was an unethical sell.
Business Response
Date: 04/18/2025
Good afternoon,
In accordance with state and federal privacy laws, we are required to restrict the access of policy-specific information to the policy owner, as authorized in writing by the policy owner, or as otherwise provided by law. As we have not received authorization from the policy owner to provide information to the BBB, we will respond directly to our policy holder regarding the concerns presented.
I trust this information and explanation is fully responsive to your inquiry. Please direct follow-up questions or correspondence to my attention at **************************************************. My telephone number is **************.

Sincerely,

***** ******
Compliance Analyst - Legal & Compliance
Customer Answer
Date: 04/23/2025

Complaint: 23218589

I am rejecting this response because: Upon my initial inquiry F&G came back and asked me to provide a signed and notarized form (they provided). They asked for this notarized form for both policies. On Dec 24th 2024 I mailed the document. F&G has my complete Power of Attorney which includes Financial POA AND they have the certified copy of the documents they required. All of these documents have been validated during my phone conversations with the various F&G customer service representatives. Again, F&G is not abiding by the Power of Attorney.
Again my complaint is two fold:
1) I am filing the dispute against F&G and their financial representative as they sold and 84 year old an annuity which doesn't mature for 14 years and a second annuity which doesn't mature for 10years. This appears as predatory and unethical as they know there is a VERY slim likelihood of him being around to get any true benefit.
If nothing else F&Gs practices MUST be on record for any other potential victims to be aware of.
2) F&G is not acknowledging the documents they requested and I provided. I have responded to every request they asked for. My POA is valid. I am using it to act on his behalf.
At this point, all we are requesting is to surrender the annuities as is. Surrendering will result in the loss of approximately $4,000. (Keep in mind they have 'managed' these annuities for 6 years yet HE will LOSE money - they will get all the profits)

I have included, in this complaint, the copies of the documents F&G has requested.

Sincerely,

****** *****
Business Response
Date: 04/24/2025
Good afternoon,
In accordance with state and federal privacy laws, we are required to restrict the access of policy-specific information to the policy owner, as authorized in writing by the policy owner, or as otherwise provided by law. As we have not received authorization from the policy owner to provide information to the BBB, we will respond directly to our policy holder regarding the concerns presented.
I trust this information and explanation is fully responsive to your inquiry. Please direct follow-up questions or correspondence to my attention at **************************************************. My telephone number is **************.

Sincerely,

***** ******
Compliance Analyst - Legal & Compliance
Initial Complaint
Date:04/15/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4 April 2025 I submitted a request for disbursement to be received immediately. I have called numerous times and asked them to expedite the payment. I have emailed them three times and literally begged them to electronically transfer the funds into my account which currently has a negative balance. I spoke with a supervisor this morning who told me the funds were ready for disbursement and I would receive them today or tomorrow. Their policy is to process the request within seven business days and today is the seventh business day. There is no reason they cannot *** the funds into my account today. I feel they are punishing me as two of the emails were not flattering, one which explained how in the same year, with the exact same amounts, my TSP yielded $12,000.00 while F&G netted only $1,200.00. Their claim to fame is that their clients will never lose money. They fail to mention they won't gain much either. My point is I need my money now. Not tomorrow. Not yesterday. It is MY money. Their phone number is ************. Any assistance you can provide is greatly appreciated. Thank you!
Business Response
Date: 04/16/2025
Good morning,
In accordance with state and federal privacy laws, we are required to restrict the access of policy-specific information to the policy owner, as authorized in writing by the policy owner, or as otherwise provided by law. As we do not have written authorization from the policy owner to release information to you, we will respond directly to Ms. ***** regarding the concerns presented.
I trust this information and explanation is fully responsive to your inquiry. Please direct follow-up questions or correspondence to my attention at **************************************************. My telephone number is **************.

Sincerely,
***** ******
Compliance Analyst - Legal & Compliance
Customer Answer
Date: 04/16/2025

Complaint: 23202886

I am rejecting this response because:
F&G placed a hold on my request for disbursement without notifying me and for no apparent reason.
Please explain why that was done and why they caused me pain and suffering as well as excessive fees incurred by my banking facility due to their negligence.
Sincerely,

***** *****
Business Response
Date: 05/27/2025
Please be advised a response was sent directly to Ms. ***** on April 22, 2025 regarding her concerns.
Initial Complaint
Date:04/09/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was contacted by Fidelity stating my mother, *** ********, was owed funds through her life insurance. Fidelity asked for various documents which I sent via email along with hard copies via us mail. And they still are not honoring the payout. This occurred approximately 3 months ago and I've again tried to resolve this issue with them through phone calls and now being transferred to virtual company messages.
Business Response
Date: 04/14/2025
At F&G we strive to provide excellent customer service, and our policyholder privacy is a top priority. In compliance with state and federal privacy laws, we are required to provide policy information to only the certificate holder. We will be responding to the certificate holder separately.
Initial Complaint
Date:04/07/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My 2024 RMD was done properly, but then in January I sent in a form changing direct deposit information, and somehow when F&G entered this form into their system, my social security number got transposed with my zip code. So the 1099-R tax form I got in February had the correct withholding amounts but the wrong social security number (it showed my zip code as the ***).Since that time, I have made four phone calls about this, on 2-10-25, 3-3-25, 3-24-25, and 3-28-25, and each *** I talked to has promised it would be corrected immediately and a new 1099-R sent to me within 7-10 days. I also sent a ********* long last today, two months later, I received a new "corrected" 1099-R form. Unfortunately, the *** is still incorrect, and now the withholding amounts are also incorrect! So things are getting worse. In spite of a two-month head start, I have long since despaired of getting a correct form in time for tax filing, however my state is going to insist on one eventually. What on earth do I have to do to get this corrected? I'm tired of pleasant ***s making promises that no one is keeping. This should have been handled in one phone call.
Business Response
Date: 04/14/2025
At F&G we strive to provide excellent customer service, and our policyholder privacy is a top priority. In compliance with state and federal privacy laws, we are required to provide policy information to only the certificate holder. We will be responding to the certificate holder separately.
Customer Answer
Date: 04/14/2025

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
Date:04/04/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally file a complaint against Fidelity & Guaranty Life (F&G) regarding their ongoing failure to process a lawful and contractually required transfer of an Annuity account held in the name of a decedents trust.After numerous attempts to work cooperatively with F&G, it became evident that the company lacks the legal understanding and operational competence necessary to properly administer the transfer of an inherited account in accordance with Treasury regulations and standard industry practice. As a result of their failure to comply and act in good faith, I was forced to initiate a transfer to a larger-well known and reputable institution with the knowledge and willingness to facilitate the transaction properly.The root of the problem has been F&Gs repeated failure to cooperate in transferring the account, despite a formal request being submitted on January 21, 2025 (over 2 months). That request included all documents specifically identified by F&G as necessary to process the transfer in accordance with their policies and the underlying contract.Since that time, I have received no resolutiononly a series of excuses and delays that have effectively obstructed a lawful transaction and harmed the beneficiaries access to the account. These ongoing failures constitute not only a breach of contractual duty but potentially bad faith insurance practices under California law.I respectfully request F&G to:Complete the transfer without further delay;Provide a formal explanation for their failure to comply.
Business Response
Date: 04/14/2025
At F&G we strive to provide excellent customer service, and our policyholder privacy is a top priority. In compliance with state and federal privacy laws, we are required to provide policy information to only the certificate holder. We will be responding to the certificate holder separately.
Initial Complaint
Date:03/13/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Based on non performance over the past 3 year for an annuity account my wife and I decided to take the loss with early termination to take our money elsewhere. Fidelity and Guarantee has dragged their feet and gave us the run around to get our ****** dollars. They keep telling us the check is in the mail. The latest scam is they tell us the account is in compliance department. This is all my wifes life savings and we just want to cut our losses with this company.
Business Response
Date: 03/13/2025
Thank you for your inquiry. Due to state and federal privacy laws we are unable to respond directly to the BBB. A written response will be sent to the policy owner within 10 calendar days.

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