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Business Profile

Insurance Services Office

Jackson National Life Insurance Company

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Services Office.

Complaints

This profile includes complaints for Jackson National Life Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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Jackson National Life Insurance Company has 5 locations, listed below.

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    Customer Complaints Summary

    • 54 total complaints in the last 3 years.
    • 19 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/23/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Jackson. Life. Dba as. Guaranty. Reserve. Life. Refused. Tob Pay. Me. As. My the. Beneficiary. Of. A. Paid. Up. Policy. *****. Out. By. Mom. *****. ****. In 1983,Paid. Of. By. My. Mom. *****. ****, ***. Died. On 7/8/2001 And. Still. As. The. Beneficiary. Have. Not. ****. Paid. Off. As. The. Beneficiary!! I. Am. Owed the. Amount. $1,850.This. Company. Has. Been. Bought out!!And No. One. Will. Assume This. Liability!! Legal. Beneficiary. Payment

      Business Response

      Date: 07/23/2025

      Thank you for contacting us. Jackson is committed to providing the best possible customer service to its policyholders. We will contact the consumer directly to address their concerns and inform them that they may share the response with you at their discretion.

    • Initial Complaint

      Date:07/08/2025

      Type:Order Issues
      Status:
      Answered
      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.
      Policy Number: ********** Annuitant: ******** J **** Beneficiary: ******* D **** Contact: ***** ****** Ms. ****** is refusing to payout benefits on a life insurance policy. She is claiming that the estate now has the legal right to claim the funds. She has been told repeatedly that there is no estate to be probated. The only time an estate is needed is when the beneficiary is deceased (which obviously I am not). She has made every excuse not to pay death benefits on this policy, for which there is NO reason! Please pay death benefits on this policy immediately!

      Business Response

      Date: 07/08/2025

      Thank you for contacting us. Jackson is committed to providing the best possible customer service to its policyholders. We will contact the consumer directly to address their concerns, and inform them that they may share the response with you at their discretion.

    • Initial Complaint

      Date:06/30/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 Grandma carried term life insurance,My father was given POA, well unfortunately my grandmother passed and my father had to front all the expenses for the funeral and cemetery because they refused to 1, acknowledge a notarized and witnessed signature by my grandmother for POA, then backtracked and now say the policy matured but now wont release her insurance money owed. They took all payments, even one in Jan of this year.

      Business Response

      Date: 07/01/2025

      Thank you for contacting us. Jackson is committed to providing the best possible customer service to its policyholders. We will contact the consumer directly to address their concerns and inform them that they may share the response with you at their discretion.

    • Initial Complaint

      Date:06/24/2025

      Type:Product Issues
      Status:
      Resolved
      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 had my retirement funds through Jackson for many years. Recently I decided to merge the jackson account with my employer's retirement account, as the earnings thru Jackson were disappointing. I completed all of the require paperwork, faxed it, they claimed it was not received. Emailed/uploaded and "processed". They assured me the check would be sent overnight to the address on the forms I supplied. Several weeks passed and I found out that not only did they NOT sent it securely, the check never arrived at its destination! Multiple ************** to jackson and I was finally told that in order to stop the previous check and issue a new one CORRECTLY, I would need to submit more forms and pay for overnight delivery. I was never told about any extra fees. I thought they would be responsible and do what they said. now my money is in limbo because of their mistake.

      Business Response

      Date: 06/24/2025

      Thank you for contacting us. Jackson is committed to providing the best possible customer service to its policyholders. We will contact the consumer directly to address their concerns and inform them that they may share the response with you at their discretion.

      Customer Answer

      Date: 06/24/2025

       
      Complaint: 23511595

      I am rejecting this response because: an automated reply does not rectify the situation. I have already informed them that I will only communicate in writing with them, as past verbal communication has not been acceptable.

      Sincerely,

      ***** ******

      Business Response

      Date: 06/30/2025

      Thank you for contacting us. Jackson is committed to providing the best possible customer service to its policyholders. We will contact the consumer directly to address their concerns and inform them that they may share the response with you at their discretion.

      Customer Answer

      Date: 06/30/2025

       
      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:05/30/2025

      Type:Order Issues
      Status:
      Answered
      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.
      Jackson National will pay $2.5 million the states participating in the national investigation. Both insurers agreed to reform their business practices and use the database to search for policyholder beneficiaries that might be owed benefits from a life insurance policy. I'm a busy woman I got a letter from this company about my grandparents or self as a younger individual for policy insurance and never heard back from company.

      Business Response

      Date: 06/02/2025

      Thank you for contacting us. Jackson is committed to providing the best possible customer service to its policyholders. We will contact the consumer directly to address their concerns and inform them that they may share the response with you at their discretion.

    • Initial Complaint

      Date:03/05/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Jackson ,National is refusing to annuitize my ****

      Business Response

      Date: 03/05/2025

      Thank you for contacting us. Jackson is committed to providing the best possible customer service to its policyholders. We will contact the consumer directly to address their concerns and inform them that they may share the response with you at their discretion.

      Customer Answer

      Date: 03/12/2025

      [A default letter is provided here which indicates your rejection of the business's response. 

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:there has been no d with this resolution. Please type details here:]no resolution has been offered 

      Regards,

      ***** ***

      Business Response

      Date: 03/12/2025

      Thank you for contacting us. Jackson is committed to providing the best possible customer service to its policyholders. We will contact the consumer directly to address their concerns and inform them that they may share the response with you at their discretion.

      Customer Answer

      Date: 03/17/2025

      [A default letter is provided here which indicates your rejection of the business's response. 

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

      [You must provide details of why you are not satisfied with this resolution. Please type details here:]

      Regards,

      ***** ***

    • Initial Complaint

      Date:01/22/2025

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 November 1, 2024, my mother died. She and my father had been paying for a life insurance policy from this company for approximately 26 years. On December 16, 2024, we submitted the claim form and supporting documents to this company. Everyday I call and ask the status of the claim. For several days at a time, I am told that "all is fine, and we will issue a check in a few days." Then a few days later, they will say "we need this document or that" and then I will send it, and then they say they will pay it the claim in a few days. Sure enough, a few days later, they will say they need another document. This has been going on since December 16th, and $500,000 is at stake. We would like to be paid the $500,000 benefit that our parents paid for.

      Business Response

      Date: 01/22/2025

      Thank you for contacting us. Jackson is committed to providing the best possible customer service to its policyholders. We will contact the consumer directly to address their concerns and inform them that they may share the response with you at their discretion.

      Customer Answer

      Date: 01/22/2025

      [A default letter is provided here which indicates your rejection of the business's response. 

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

      Jackson National Life Insurance Company has not offered to pay our claim for the proceeds ($500,000) for my parent's life insurance policy.  We provided all required forms and documents to the company, which they received on December 16, 2024.  As of today, they have not paid the claim and have not offered an explanation as to why it has taken over a month, so far, to pay it.

      Regards,

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

    • Initial Complaint

      Date:11/18/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Have annuity since about 2007. Amount under $100,000. Beginning April of ****************** regarding withdrawing balance. I spoke to numerous agents on phone who all assured me they would send applicable form needed to do this. After contacting the state representative and having my banking manager assist me, I finally received form needed late 10/24. I completed the form and sent registered mail 11/4/24. The post office confirmed receipt by them with signature on 11/9/24. As of this writing, I have not heard from them or received payment of funds. I am an 85 year old woman on a fixed income and have been attempting to obtain my funds from this account for seven months. I can no longer afford to be without these funds.A check must be sent to me immediately as I need to place into my bank within 60 days as required for IRA **********

      Business Response

      Date: 11/19/2024

      Thank you for contacting us. Jackson is committed to providing the best possible customer service to its policyholders. We will contact the consumer directly to address their concerns, and inform them that they may share the response with you at their discretion.

      Customer Answer

      Date: 11/20/2024

      [A default letter is provided here which indicates your rejection of the business's response. 

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

      Stating they will contact me directly, until they do, I would like complaint to stay open. 

      Regards,

      ***** M *****

    • Initial Complaint

      Date:11/07/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      Mother died in July; claims filed Sep. 9th with Jackson per their process to collect on 2 policies. Twice now Jackson has confirmed that ALL required paperwork is in their hands and has not *** processed. Had to have a financial advisor join me on a call to help push the claims along and Jackson has ignored the requests.Jackson clearly has delay tactics designed into the customer claim process that need to be eliminated. Unethical and unreasonable for Jackson to continue confirming they have everything required but stating 'we dont know why this has not been processed'.

      Business Response

      Date: 11/07/2024

      Thank you for contacting us. Jackson is committed to providing the best possible customer service to its policyholders. We will contact the consumer directly to address their concerns, and inform them that they may share the response with you at their discretion.

      Customer Answer

      Date: 11/07/2024

      [A default letter is provided here which indicates your rejection of the business's response. 

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

      Jackson National Life Insurance Company has not addressed the issues raised.  The repetitive delays demonstrate flaws in the customer policy claim process and must be addressed.  Repetitive breakdowns in the process are an impactful issue and forced me to call numerous times to follow up and re-peat the same redundant information.  **************** **** were not able to follow the process effectively or efficiently.

      Eg. the Claims Process flows need to be reviewed and updated to ensure that repetitive instances of the same errors do not continue to occur for other customers.  

      Regards,

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

    • Initial Complaint

      Date:11/04/2024

      Type:Order Issues
      Status:
      Answered
      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 father was the policy holder. He has passed way. I, ***** ******, am the insured. This company will not pay me the money due to me after several attempts to contact them. We have signed in front of a notary, had a trust layer send them paper work. They make the process to get what we are owed so difficult. We get a different answer each time we call. I believe the balance to cash out the policy is about ********

      Business Response

      Date: 11/04/2024

      Thank you for contacting us. Jackson is committed to providing the best possible customer service to its policyholders. We will contact the consumer directly to address their concerns, and inform them that they may share the response with you at their discretion.

      Customer Answer

      Date: 11/14/2024

      [A default letter is provided here which indicates your rejection of the business's response. 

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

      I have left messages for ***** at Jackson Life Insurance and called. I have not gotten a response.

      Regards,

      ***** ******

      Business Response

      Date: 11/14/2024

      The Company has contacted the complainant to discuss. 

    Jackson National Life Insurance Company is NOT a BBB Accredited Business.

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