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Business Profile

Life Insurance

Resolution Life USA

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 30 total complaints in the last 3 years.
  • 11 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:04/07/2025

    Type:Customer Service 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.
    I had a life insurance policy with **** and then Resolution Life. Now it has disappeared. I cannot get any information.

    Business Response

    Date: 04/09/2025

    This acknowledges receipt of ******* ****s concerns. We are reviewing this matter and will respond directly to Ms. **** upon completion of our review.

    Customer Answer

    Date: 04/20/2025

    It was not resolved

  • Initial Complaint

    Date:02/25/2025

    Type:Service or Repair 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.
    I bought a life insurance policy through **** 20 years ago. **** has sold to Resolution Life. Ever since then I don't receive policy statement reminders to make payments annually. I have put reminders in my phone to make the payment since they don't sent notices. Then when I mail checks it takes them 2-3 months to post the payment and they threaten to cancel my policy so then I have to overnight additional payment with signature to prove that I have paid.

    Business Response

    Date: 02/27/2025

    The Company has contacted Ms. ******* via email to acknowledge her concerns. Due to Federal Privacy Laws, the Company will work directly with Ms. ******************** style="font-size: 0.875rem;">Thank you

  • Initial Complaint

    Date:01/22/2025

    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.
    When I retired in 1998, I took out Reliastar Life of NY. I was paying ****** every three months and was told that amount would never go up. In the last several years, Reliastar changed to Voya and then Resolution Life USA. Resolution Life has been increasing the premiums every three months or so. First it went up to over ******, then over ******, then over ******. Today. I received a premium amount of ****** which is due on March 12 or my life insurance will be cancelled. I am sure they would like my life insurance to be cancelled. I am receiving all of my mail from Reliastar of NY on the same form since 1998. There is no phone number and Resolution Life has never been mentioned on the form. I would like to know who I am really paying and if this is some sort of a scam for seniors. I cannot afford to keep paying these premiums. Thank you.

    Business Response

    Date: 01/23/2025

    The Company has received your request and has sent an acknowledgment to Ms. ****** via e-mail. We are gathering information to research the concerns raised and expect to have our examination completed shortly. Due to Federal Privacy Laws the Company will be responding directly to Ms. ****** upon completion of our review. 

    Customer Answer

    Date: 01/28/2025

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: 22844511

    I am rejecting this response because:

    No reason has been given as to why my life insurance has been increased from ****** to 827.64.
    Regards,

    ***** ******








    Business Response

    Date: 01/31/2025

    Thank you for notifying us of the additional comments from Ms. ******* The Company has sent another acknowledgement to Ms. ****** via email. Our investigation is currently underway and a response to Ms. ******** concerns will be provided to her directly once our review is complete.

  • Initial Complaint

    Date:01/22/2025

    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.
    Company misplaced premium payment. After several calls and months later it is still not resolved. Proof of payment and cashing of the check was provided. Repeated calls acknowledged the payment but the billing is sill not resolved. Much time wasted trying to fix this.

    Business Response

    Date: 01/30/2025

    The Company will respond directly to Mr. ******* regarding this matter.

  • Initial Complaint

    Date:10/24/2024

    Type:Service or Repair 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.
    I've had a Universal Whole life policy since 2011. This was recently sold to Resolution life. I never received notification it was sold. When I created a log in account they had also not transferred any of my beneficiaries. If I had died my account would have been stuck in probate. My Policy is a Universal Whole Life policy with accumulation values that I am able to do partial withdrawals of my cash value. They are trying to charge me a full surrender penalty and are trying to give me a lesser amount than I'm due.. They indicate that the penalty is so that the policy does not lapse but as the policy and contract is over 10-years old I not longer have to pay a lapse value. I have made payments for over 13+ years. I am not requesting a full surrender, I am only requesting a partial withdrawal. As of my written request on 9/11/2024, my total amount paid into this policy is *********. Of that amount it is showing that my cash value (meaning the money I have earned from growth) is $8,737.07. Per my original contract dated July 20, 2011, my policy stated a 10-year minimum monthly lapse policy protection premium. Meaning that as I am in year 13 of my policy (156+ payments), I am not longer required to have that minimum "reserve" my Policy's Partial withdrawal process the minimum amount I am allowed is $1000 while the Maximum Partial withdrawal amount is the amount that will leave $500 as the Net Cash Surrender Value. My PARTIAL request was in the amount of $8,100 of $8,737.07 cash value. That would leave my my Net Cash Value as $587.07which cover the ****** min requirement and is the equivalent of 5.5 months pre-payments. They are denying me and saying they can't make a payment. They are trying to treat my account as a Term life policy which is wrong. They also can not provide clear numbers to back up their claims as non of them are consistent, do not make mathematical sense and are breech of my contract.

    Business Response

    Date: 10/25/2024

    This acknowledges receipt of Mr. ****** concerns. We are reviewing this matter and will respond directly to Mr. ***** upon completion of our review.

    Customer Answer

    Date: 10/30/2024

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: 22469023

    I am rejecting this response because: It is still pending review and full response by the business.  


    Regards,

    ****** *****








    Business Response

    Date: 11/07/2024

    As mentioned earlier, on October 25, 2024, we are currently reviewing this matter and will send our response directly to Mr. ***** once our research is complete.

  • Initial Complaint

    Date:10/24/2024

    Type:Customer Service 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.
    I've had a Universal Whole life policy since 2011. This was recently sold to Resolution life. I never received notification it was sold. When I created a log in account they had also not transferred any of my beneficiaries. If I had died my account would have been stuck in probate. My Policy is a Universal Whole Life policy with accumulation values that I am able to do partial withdrawals of my cash value. They are trying to charge me a full surrender penalty and are trying to give me a lesser amount than I'm due.. They indicate that the penalty is so that the policy does not lapse but as the policy and contract is over 10-years old I not longer have to pay a lapse value. I have made payments for over 13+ years. I am not requesting a full surrender, I am only requesting a partial withdrawal. As of my written request on 9/11/2024, my total amount paid into this policy is $5,314.07. Of that amount, it is showing that my cash value (meaning the money I have earned from growth) is $2,283.73. Per my original contract dated July 20, 2011, my policy stated a 10-year minimum monthly lapse policy protection premium. Meaning that as I am in year 13 of my policy (156+ payments), I am not longer required to have that minimum "reserve" my Policy's Partial withdrawal process the minimum amount I am allowed is $1000 while the Maximum Partial withdrawal amount is the amount that will leave $500 as the Net Cash Surrender Value. My PARTIAL request was in the amount of $1,700.00 of $2283.73 cash value. That would leave my my Net Cash Value as $533.73 which cover the ****** min requirement and is the equivalent of ***** months pre-payments. They are denying me and saying they can't make a payment. They are trying to treat my account as a Term life policy which is wrong. They also can not provide clear numbers to back up their claims as non of them are consistent, do not make mathematical sense and are breech of my contract.

    Customer Answer

    Date: 10/28/2024

    Good Afternoon,


    I kindly am asking that this complaint be re-reviewed as it is not a duplicate. Both my husband and myself have policies from this company and are having the same issue. Both accounts were opened on the same date 7/2011 and are the same type of policies (Universal Whole Life) but different Face values and different account numbers. My value is $75k his is *****. We also both are paying different policy premiums.  We are both trying to do a partial withdrawal of the cash value of our account. We are both getting the same run around from the company. The names on the polices and the amounts requested are different. This specific complaint is for the amount of $1700.  His complaint is regarding a different policy (his) with a different amount. 

    I kindly ask that you please- re-review and reopen my complaint as it is a separate complaint form his. I appreciate all of your help! 

    Business Response

    Date: 12/09/2024

    This acknowledges receipt of Ms. *************** concerns. We are reviewing this matter and will respond directly to Ms. ************* upon completion of our review.

    Business Response

    Date: 12/18/2024

    The Company has mailed a letter to Ms. *************** address of record on 12/18/2024 as a response to this complaint.

  • Initial Complaint

    Date:10/18/2024

    Type:Service or Repair 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.
    I had a life insurance policy with **** who either sold it off (without my knowledge or consent) to Resolution Life. Neither Voya nor Resolution Life informed me of this change; I stumbled across this by mere accident. **** could not provide any phone or on-line access to my old account nor **** human being to anssist, nor about why it was transferred or sold to Resolution Life. Note that I continue to be billed for this policy, 61$, every ******** of today I have no documentation whatsoever of my policy number with Resolution Life. I called Resolution Life three times now and they promised to send me on each occasion a confirmation letter explaining who they were, why my policy changed hands, and what my policy number is so that I can create an on-line account.I waited longer that 2 weeks and have received no such letter.I think it it extremely unprofessional to hide in the manner in which they (do) and feel strongly that this is being done purposefully and deliberately as a means of collecting fees and making it nearly impossible to access a policy Ive had for over a decade.

    Business Response

    Date: 10/24/2024

    The Company will be responding to the *********************************** regarding these concerns.

  • Initial Complaint

    Date:09/04/2024

    Type:Service or Repair 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.
    Above and Beyond frustration. Life Ins policy for over 20 years, purchased through a US based organization, it was sold to another US based org, then I was inform my policies were sold once again to this non-US based org called Resolution Life. Website is non-functional, I have opened multiple case numbers, cannot update a simple change like address change. Beneficiaries are wrong after multiple attempts to change. Many hours on phone with the Philippine contracted call center. After many attempts to rectify a simple address change, this company sent me letters through the mail that my address has been changed after months of attempts, however I received a third letter at the same time with a persons name I didn't recognize, their life insurance policy number but it had my new home address on it. Very disconcerting, gives me pause there is fraud happening. On one call with the contracted call center of non-employees I spent 52 minutes opening 3 cases. My ninth attempt to fix my beneficiaries, a case to remove this unknown persons policy from my home address and my first case demanding a FULL COPY [all 60 pages] of my life insurance policy. Told 10 days to get a copy of a contract with incorrect information, no time indicated to fix my beneficiaries, probably going to be a 10th attempt and now Resolution Life calls me back after 2 hours with a sense of urgency and repeatedly says "Please destroy the document with the other persons information on it!". WOW! JUST WOW! I cant imagine what my beneficiaries would go through if I pass away. I read on Trust Pilot that a beneficiary has been making futile attempts on a claim because Resolution Life BOUNCED THEIR CHECK.

    Business Response

    Date: 09/24/2024

    This acknowledges receipt of ****** ***'s concerns. We are reviewing this matter and will respond directly to Mr. *** upon completion of our review.

  • Initial Complaint

    Date:08/29/2024

    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.
    We had a life insurance policy and when the person died, Resolution Life sent us a check for the life insurance amount due, however the check they sent us bounced on August 22, 2024. It's been days and I still have no idea how they're going to get us the money they owe us. This company rarely answers the phone. Most times I've had to leave a message and hope they call me back within the 48 hours they promise. Sometimes they do call back, and sometimes they don't.We've paid a lot of money over the years for this life insurance policy, and now when they're supposed to pay out, the check bounces. There is no excuse for that. And then to not be told if it's going to be resolved or how it's going to be resolved is inexcusable. Here it is, days after the check bounced, I am still waiting to hear what they're going to do to resolve this.

    Business Response

    Date: 09/04/2024

    The Company has received your request and has sent an acknowledgment to *********************** via e-mail. We are gathering information to research the concerns raised and expect to have our examination completed shortly. Due to Federal Privacy Laws, the Company will respond directly to ************ upon completing our review.


    Thank you,
    ***********************
    Complaint Resolution Team

    Customer Answer

    Date: 09/04/2024

    Am I able to update this complaint as to what I'd like for a resolution? This is regarding a life insurance check that bounced on Aug. 22, 2024. They just finally wired us the money and it arrived yesterday and so they did finally get us the money. However, I was going to move the money to our online savings account that pays 5% interest. Since the check bounced on the 22nd, and was finally paid on Sept. 3rd, we lost over 12 days of interest income costing us over $1,200. I think it's fair that they repay us for that loss of income due to their check bouncing. Can we add this as a resolution to this complaint, or should I start a new BBB complaint? I appreciate your help.

  • Initial Complaint

    Date:08/22/2024

    Type:Customer Service 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 two life insurance policies with Resolution *************** I am the owner and the insured. I am currently doing estate planning. I called to find out what would be required of my beneficiary to make a claim once I am dead. I was told that they would need to call the company and they would then be referred to the ****************** I said, "Fine, connect me to the ***************** so I can find out what my beneficiary will need to do." They refused to connect me to the ****************** No one can be connected to the ***************** while the insured is still alive. Therefore, the requirements of making a claim with Resolution Life are a secret.

    Business Response

    Date: 08/29/2024

    The Company has received your request and has sent an acknowledgment to ******* ***** via e-mail. We are gathering information to research the concerns raised and expect to have our examination completed shortly. Due to Federal Privacy Laws, the Company will respond directly to ******** upon completing our review.


    Thank you,
    *** ********
    Complaint Resolution Team

    Customer Answer

    Date: 09/01/2024

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: 22176873

    I am rejecting this response because: They haven't done anything. Their response says that they "have sent an acknowledgement" via email. I have received no acknowledgement via email or any other form of communication. The only acknowledgement they sent was to the BBB!


    Regards,

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








    Business Response

    Date: 09/24/2024

    Mr. ***** confirmed receipt of our response on September 13, 2024, and is satisfied with our answers to his questions. 

    Customer Answer

    Date: 09/28/2024

    [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

    Regards,

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

Resolution Life USA is NOT a BBB Accredited Business.

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