Reviews

Review Details

• Review fromJulie A

  Date: 04/30/2024

  1 star
  Wow! Wish I'd read these reviews and complaints prior to attempting to get a life insurance policy with a ********* Care rider! I had a LTC policy with ******** for the past 18 years, and it appears they underestimated premiums. Therefore, I was looking for an alternative for LTC. My financial advisor suggested this policy. A manager, ******, had contacted me directly so both my FP and I were under the impression that she would keep me advised of the status of my application. She sent the initial paperwork, and scheduled my cognitive test. I was told that instead of paying the full amount up front, I could extend it over five years. I was not included in the email indicating I was approved for the policy, nor were the wiring instructions sent to me (who's paying this premium?). My FP thought I was getting the same information he was from ******. So I wired the funds on March 18, and received the policy for my signature on March 29. In the meantime, I basically canceled my LTC policy with ******** (one of the options provided a partial refund of past premiums with a small amount still available for LTC). However, when I started reviewing the policy, I realized that the benefits had been further reduced because I opted to pay over five years instead of the full amount! Apparently an email to this effect had been sent to my FP on March 12 which I never received so I was unaware of its contents. The amounts were already significantly lower than my current policy so I was going to have to subsidize. When I saw the payments would be even less, I refused to sign; and requested a refund of my initial premium. At no time was my FP told that he needed to communicate the information to me based upon the emails he forwarded. At one point, he even told me I'd receive something directly from ****** which was inaccurate; but that's how the discussion came across with the representative, *****. So now as I'm possibly approaching the need for LTC, I have none!

• Review fromLynn A

  Date: 02/27/2024

  1 star
  My aggravation with Brighthouse began in 2020 when my mom passed. My dad was the beneficiary. The customer service is awful. Many phone calls with the same repeated questions. No answers. Fast forward to current day. My dad passed March 2023. I have sent three letters with copy of death certificates with requests to make a change to owners. I am a joint owner of the account with my dad. I have not received any correspondence in response to my letters. I recently called to Brighthouse. Spoke with a man, he emailed to me a form that he thought was appropriate. Then, without explaining to me, transferred me to another person. Not sure why he transferred me. I gave all the identifying information to this woman. I am a joint owner. She then requested the account number, I did not have that. She explained that the form the man sent me was not sufficient to get my request processed. Without my account number she could not send me the form. Retrieved account number. Called back. Got another person on the phone. . They couldn't find the account, provided Dad's ss# and my ss#. This person could not find anything in our names.. Absolutely ridiculous. At this point I had wasted a half hour to 45 minutes of my time just trying to get the form to make a change of owners due to death. I politely told the person on the phone, that I was extremely aggravated and frustrated with this company, that I will call back "again" when I have more time.

• Review fromPreston S

  Date: 02/14/2024

  1 star
  My wife and I requested to surrender our polilcies on 1/29/24. They informed us that one of the signatures was not correct, when, in fact, we both signed the paperwork. They had our address incorrect on the beneficiary, so when we updated that, we also sent the requested state IDs to prove it was us asking to surrender the policies. I called on 2/5/24 and they informed me that the IDs were only attached to the change request and not the signature verification, and it would take 3 to 5 days to surrender the policies. I called again on 2/14/24 to inquire as to why the funds had not been transferred to our account. Well, again, I was told that the state IDs were not attached to the surrender forms. Today, I sent EVERYTHING again, and probably will be required to wait another 3 to 5 days. My best advice is to STAY AS FAR AWAY FROM THIS COMPANY AS HUMANLY POSSIBLE. My only regret is that I can't give them ZERO stars.

  Brighthouse Financial

  Date: 02/15/2024

  Thank you for sharing your comments. We regret to hear that you are having a frustrating service experience, and welcome the opportunity address your concerns.Please note, Brighthouse customers, or those authorized to act on behalf of a Brighthouse customer, are encouraged to submit customer complaints to ********************** Customer Relations directly by sending an email to ************************************** via fax to ************, or by leaving a message in our general mailbox at ************. Once received, your complaint will be assigned to an associate for handling who will provide you with a response directly. For privacy reasons, Brighthouse is unable to address the customer's concerns in detail via ********************* platform as those responses are available to the public. Sincerely,Brighthouse Customer Relations

• Review fromNancy G

  Date: 01/29/2024

  1 star
  I am yet another senior who detrimentally relied on the representations of this company.In 2016, I invested significant money in a life insurance policy with Metlife/Brighthouse which I was told would allow me to withdraw money if/when needed. Weeks ago, an emergency arose and I needed to make a partial withdrawal of my funds. I filled out the forms. Though I was assured this check would be fedexed to me (my expense) it was sent out snail mail and not received. I asked for a stop payment so I could arrange for a replacement check to be fedexed to me. They said stop payments take 10 days. So because of lost time and the fact that this was an emergency I needed to initiate a second partial withdrawal, this time by direct deposit into my personal checking account. Endless phone hours, and forms and a requested blank check...the direct deposit seemed ready to go...but didn't.REP: Someone stopped the deposit because they think your blank check you is a "starter check".ME: You seemed fine with this same blank check yesterday.REP: Well it does look very blank.ME: What is missing on this blank check? It has my printed name, phone number, bank routing number, account number, bank address, check number...REP: Why is this blank check not in a *********: My bank doesn't issue binders. So you are saying this is a "starter account" because it doesn't have 3 hole punch? Can you or the person who stopped my deposit contact my bank?REP: No that is not our procedure.********* sent a letter. Yet "review" up the corporate chain of this blank check continued.Weeks after emergency withdrawal request....I am told:REP: It is being reviewed for quality assurance.ME: ********* sent a letter.REP: Not the check.ME: When you say "it is being reviewed for quality assurance, what is "IT"?REP: I don't know.There's a particular callousness and cruelty to this company. In the structure. Anonymous teams without exposure who can unconscionably keep seniors from their own money.

  Brighthouse Financial

  Date: 01/31/2024

  Thank you for sharing your comments. We regret to hear that you had a frustrating service experience, and welcome the opportunity address your concerns.Please note, Brighthouse customers, or those authorized to act on behalf of a Brighthouse customer, are encouraged to submit customer complaints to ********************** Customer Relations directly by sending an email to ************************************** via fax to ************, or by leaving a message in our general mail box at ************. Once received, your complaint will be assigned to an associate for handling who will provide you with a response directly. For privacy reasons, Brighthouse is unable to address customer concerns in detail via ********************* platform as those responses are available to the public. Sincerely,Brighthouse Customer Relations

• Review fromCarol H

  Date: 01/29/2024

  1 star
  In **** I purchased a whole Life Policy with Met Life. I received statement of values every year. At some point the policy was transferred to Brighthouse Financial. Contract#. I did not receive the statement in 2023. The last statement in 2022 is from Brighthouse. I contacted Brighthouse and they don't have the policy and told me to go to MetLife. MetLife told me to go to Brighthouse. I set up online accounts with both companies and they cannot figure out how to get my contract/policy. Today I contacted both companies who switched the lines to the other company. This is now Criminal. I will next go to the *************** Commissioner and then the Attorney General of ** and ******* if necessary,Find my policy.********************* **********, **

  Brighthouse Financial

  Date: 01/31/2024

  Thank you for sharing your comments. We regret to hear that you had a frustrating service experience, and welcome the opportunity address your concerns.Please note, Brighthouse customers, or those authorized to act on behalf of a Brighthouse customer, are encouraged to submit customer complaints to ********************** Customer Relations directly by sending an email to ************************************** via fax to ************, or by leaving a message in our general mail box at ************. Once received, your complaint will be assigned to an associate for handling who will provide you with a response directly. For privacy reasons, Brighthouse is unable to address customer concerns in detail via ********************* platform as those responses are available to the public. Sincerely,Brighthouse Customer Relations

• Review fromAlex L

  Date: 01/16/2024

  1 star
  One of the worst companies to deal with as far as customer service. Nobody cares about what you want to do, how take care of it, all they want do is just tell you that they cant disclose info, even though we have called and emailed them all the information several times. Including court orders and attorneys contacting them. If anyone want to take care of themselves or the loved onces , I highly recommend to look for different entity.

  Brighthouse Financial

  Date: 01/31/2024

  Thank you for sharing your comments. We regret to hear that you had a frustrating service experience, and welcome the opportunity address your concerns.Please note, Brighthouse customers, or those authorized to act on behalf of a Brighthouse customer, are encouraged to submit customer complaints to ********************** Customer Relations directly by sending an email to ************************************** via fax to ************, or by leaving a message in our general mailbox at ************. Once received, your complaint will be assigned to an associate for handling who will provide you with a response directly. For privacy reasons, Brighthouse is unable to address customer concerns in detail via ********************* platform as those responses are available to the public. Sincerely,Brighthouse Customer Relations

• Review fromKaren L

  Date: 12/21/2023

  1 star
  My mother signed up for ************************ many years ago through MetLife. She has been confined to a memory care unit at a nursing home for more than 5 years at which point I (as her POA) submitted her claims. I have to call the claims department MONTHLY to get my mothers money. There wasn't a problem until Brighthouse required a "confinement" form from the facility every month to prove my mother was still a resident. Ever since that time, they claim they either "didn't receive the confinement form" or "received the confinement form but not the invoice". This seems to happen EVERY MONTH. Brighthouse also seems to change it's terms and keeps adding to the "business days" they have to pay out the claim. It started with 10 days, two months ago I was told 15 and today I was told 20 business days! In the meantime, they are earning interest on these funds and my mother's account isn't! If she had know how many countless hours I would have had to spend trying to receive the benefits she is owed, she NEVER would have taken out this policy! I am already looking into legal options but want everyone to be warned about doing business with this company!

  Brighthouse Financial

  Date: 12/22/2023

  To assist, we will need a policy number and insureds name.

  Brighthouse Financial

  Date: 12/22/2023

  To assist, we will need a policy number and insureds name.

• Review fromDee B

  Date: 09/29/2023

  1 star
  Absolutely the worse business I have ever encountered! **************** is beyond horrible - I signed up with MetLife 10 years ago for a life insurance policy. I wanted to update this policy due to my expanding family. Called every phone number listed on the site, yet NO ONE could help. After several emails, phone calls and ****** searches; I finally got ahold to an individual that gave me the phone number ***** *** *** *** *** **** *** *** ***** *** to call - once I called; this cold, bitter, no empathy having lady answered a said this is the ONLY number to call and I should have known that. I asked for my policy to be sent to me and it can only be done by mail, no other way! Any changes I want to make needs to go through them. Its extremely disheartening reading these reviews and knowing that my family will have to grieve and go through this bull just to get money I earned to leave for them. This company should be shutdown. I'm trying to find a better company to move my policy to because this is ridiculous. I hope this review helps someone and they can read prior to using them for anything!

  Brighthouse Financial

  Date: 10/04/2023

  Hello, ********************, Thank you for sharing your comments. We regret to hear that you had a frustrating service experience, and welcome the opportunity address your concerns.Please note, Brighthouse customers, or those authorized to act on behalf of a Brighthouse customer, are encouraged to submit customer complaints to ********************** Customer Relations directly by sending an email to ************************************** via fax to ************, or by leaving a message in our general mail box at ************. Once received, your complaint will be assigned to an associate for handling who will provide you with a response directly. For privacy reasons, Brighthouse is unable to address customer concerns in detail via ********************* platform as those responses are available to the public. Sincerely,Brighthouse Customer Relations

• Review fromLaMarion C

  Date: 09/22/2023

  1 star
  STAY AWAY!!!! My Father passed he listed my Mother as the beneficiary because they are not married she is not entitled to anything. I am his only child neither I am. He paid into this policy for 10years plus and for it to go to waste is sad. I have spoken to multiple people and given numerous stories. It's very dishearten to know the lack of care just take his money and keep it .

• Review frommojomt2

  Date: 12/26/2022

  1 star
  This Company is formally Metlife and they changed their name because of the bad business practices they have... Stay away!!! I have a metlife policy and it is an adult whole life participating policy and they will not pay it out. They said it lapsed but have no proof. I had the *** do an investigation and Metlife admitted they had no lapse date on this policy. Look up Metlife lawsuits and that will tell you everything you need to know!! They got busted in 09 for destroying all the records of policy holders so they could say the policy had lapsed with no value. We have tried to get help with this and nobody will help us. Nobody!! I even have letters from Metlife that have different stories on the same subject. lies!!! I only gave them a (1) so I could post this, stay away!!