Complaints

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:04/27/2023

  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.

  My mother has a life insurance policy with Delaware Life Insurance. I have called this company to give them my brother's correct contact information several times. The last time I called I spoke with 3 different people and the call lasted 57 minutes. Unfortunately, Delaware Life Insurance is STILL sending mail the a beneficiary of record to my home. I believe insurance companies have a duty to send paperwork to a beneficiary. I have already received my check from Delaware Life for my Mom's policy. Her name is *************************. DOB 8/25/1938 .Delaware Life is mailing paperwork for *********************** to my home in **********, **. ******* ADDRESS FOR *************************** ****** IS:************************* ******************************************************************************************************* You may contact me at ******************** or ************ (leave a message with contact / return call information)

  Business Response

  Date: 05/01/2023

  We are writing in response to the recent complaint posted on the Better Business Bureau (BBB) website concerning a Delaware Life Insurance Company (Delaware Life) consumer who is receiving correspondence meant for another family member.
  
  We have reviewed the concerns expressed and regret the inconvenience the client has experienced. Our commitment to customer service and satisfaction has always been our highest priority, along with the privacy of our clients personal information. Therefore, to address this matter in full, we will communicate directly with the consumer.
  
  We hope this initial response proves satisfactory to the Bureau as we seek to address the clients concerns but, should any further questions arise, please contact our customer service center at ************

• Initial Complaint

  Date:03/27/2023

  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've had a policy with Delaware Life Insurance for over ten years. My issue has been that I am unable to access my online policy. On February 21, 2023, I attempted but failed to login to my profile. At the same time, I received the following email: "Your password has already been claimed. Please contact customer service at ************** if you did not receive your password. When I called the number, the young lady on the phone said she couldn't help me and asked me to call back in ten days. WHAT THE HECK!I called and spoke with ***** (sp) on March 15, 2023. She put me on hold for over a half hour before returning to the line and giving me temporary passwords that still didn't work. After being put on hold again for a while, she never returned to the call and I was disconnected from her. Today is Monday, March 27, 2023, and there has been no further correspondence from the Delaware representative/helpdesk. What amazes me is that they email me "Important Update from Delaware Life on my various portfolios, such as "MFS - VIT Mid Cap Value Portfolio.", to see how it's going. But I can't log into my account to see my life insurance policy, which is worth more than $100,000.Thank you in advance for your assistance in this matter.***************************

  Business Response

  Date: 03/28/2023

  Better Business Bureau
  
  RE: Customer Complaint
  
  We are writing in response to the recent complaint posted on the Better Business Bureau (BBB) website concerning a Delaware Life Insurance Company (Delaware Life) consumer.  
  
  We have reviewed the concerns expressed and regret the inconvenience the client has experienced in regards to her Online Access account.  Our commitment to customer service and satisfaction has always been our highest priority, along with the privacy of our clients personal information.  Therefore, to address this matter in full, we will communicate directly with the consumer.      
  
  We hope this initial response proves satisfactory to the Bureau as we seek to address the clients concerns but, should any further questions arise, please contact our customer service center at ************.
  

  Sincerely, 
  Customer Relations
  

  
  

  Customer Answer

  Date: 03/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/31/2023

  Type:Order 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.

  I have a multi-year guaranteed annuity contract with Delaware Life. Every year they are supposed to send me my Required Minimum Distribution. They failed to do that in October of 2022. My son in law and I called them in January to see what was wrong, and after weeks of playing phone tag and waiting for return calls, they finally told me yesterday that they will not be paying my RMD and that I need to contact an accountant because of the penalties I may owe for not taking my RMD in 2022 (even though I tried to). They told me they had an "internal system error" that made them skip my RMD payment. They never once reached out to me -- had we not called THEM, who knows where we would be.How can it be that a massive company can make an error like this and place the burden (and subsequent costs) on an 87-year-old widow who discovered and reported the missing payment as quickly as possible?Delaware Life denied our "exception request" for a late payment saying we didn't ask in a timely manner.Aren't they in breach of the contract I signed with them by failing to issue my annual RMD?

  Business Response

  Date: 02/08/2023

  In the interest of maintaining confidentiality, we are responding directly to the consumer to resolve this matter. 

  Customer Answer

  Date: 02/18/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  While I am grateful Delaware Life again acknowledged fault in their failure to issue my *** as contractually promised, the company has still failed to answer several basic questions.  Namely, they have not explained why my mandatory payment was skipped in the first and why they never brought it to my attention.  Further, they have not explained why they refuse to retroactively issue my Required Minimum Distribution for calendar year 2022.  Ideally, their apology and explanation for what they call their "administrative oversight" would have been accompanied by the *** I was to have received last October.  They left me without my mandatory payment - and needing to contract a CPA to figure out what federal tax penalties I may now owe for not taking my *** in 2022.  To how many other senior citizens have they done this?  

   
  Regards,

  *****

   

   

  Business Response

  Date: 02/23/2023

  We have reviewed your continuing concerns regarding your contract and your expectations and again express our regret for any inconvenience you have experienced. Our commitment to customer service and satisfaction remains our highest priority along with the privacy and confidentiality of your personal information. Therefore, we will again communicate directly with you in regard to this matter.