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Business Profile

Insurance Services Office

Northwestern Mutual

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Services Office.

Complaints

This profile includes complaints for Northwestern Mutual's headquarters and its corporate-owned locations. To view all corporate locations, see

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Northwestern Mutual has 20 locations, listed below.

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    Customer Complaints Summary

    • 50 total complaints in the last 3 years.
    • 16 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/27/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 surrendered a policy with Northwestern Mutual and in May of 2024 was issued a check. After multiple issues re with my mail carrier and the check repeatedly being returned, I finally received the check and deposited the money into my account. Two days later the charged the amount back without notice. I have since submitted multiple court documents stating that the money from the account is legally mine as well as emails from my lawyer, and finally a call to them with my lawyer. They refuse to give me any information regarding the situation and refuse to allow my lawyer to speak to their legal team. The number Ive listed, related to the account, is the case id number.

    • Initial Complaint

      Date:06/17/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Worked with a NW mutual advisor. He recommended a whole life insurance policy. He show cased the product as flexible and told my wife and I that it could be changed anytime and money withdrawn at will. He told us that we could pause payments if we wanted due to not having the funds to pay or any other reason we felt we would need to pause our payment. We have talked with our advisor many times as after months of paying we began to be skeptical of the true value of the product as it was not mentioned at the time of getting the policy that the first year we payed into the policy we would essentially have no value. We had many discussions and his answers always seemed to change based upon how deep our questions became. Looking back I now realize that this was calculated because I would ask questions over the phone and ask him to email me numbers and this never happened I would call with concerns and he would always have an excuse saying that he never said that. It seems that he knew as long as only provided information over the phone and no paper trail that this could never land back on him. This all came to a head when I asked to surrender my policy because I finally saw that I was caught into a scam because NW mutual agents are not fiduciaries and are sales men and work on commission. I asked to surrender the policy my advisor recommended I keep the policy until the anniversary date to get the dividend and I have asked him to email me numbers so I could make a decision and he never did that either. Waiting to the anniversary date cost me thousands of dollars and he only recommended I stay to the date to continue to collect his commission not for my benefit because I payed 1000 a and waiting to the anniversary date did not even give me a net gain of a few hundred dollars. I am contacting the BBB so maybe something can be done to prevent people on the future from having this happen to them because they will say anything to get a customer to give away there money.

    • Initial Complaint

      Date:05/28/2025

      Type:Order Issues
      Status:
      Unanswered
      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 denied insurance with another provider due to data shared to the *** by NW Mutual. I am seeking documents regarding when my policy started and when it ended. Also what medical data was collected and from when to when.German Palomino DoB: ********** ************

    • Initial Complaint

      Date:05/02/2025

      Type:Delivery 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.
      Northwestern mutu has refused to pay out benefits that we are so obviously entitled to. There is overwhelming proof of disability beyond any reasonable doubt and despite being given every opportunity they refuse to act in good faith. They flat out lied in official documentation about the contents of medical records and misrepresented other facts. They ignored multiple ER visits, a macro (above 1cm brain tumor), MRIs that show inflammation, enteritis, enlarged spleen. Escalated treatment, and so much more.They aim to exploit peoples sicknesses in order to beat them into submission knowing it is hard for them to fight back.They calculate lost income in a predatory way in order to rob you out of benefits. They used a false statement saying I was working against me despite being on PARTIAL disability.They are evil incarnate. They should be liable for all the interest, pain and suffering caused

      Business Response

      Date: 05/09/2025

      We have been in touch with this customer and have addressed their concerns directly. We consider this complaint with the Better Business Bureau closed.

    • Initial Complaint

      Date:02/27/2025

      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.
      Several months ago (at least May 2024 or prior), I had a phone call with a customer service agent at NW ********************** while attempting to separate bills after my divorce. I explained that I wanted my ex husbands policies off of my account and I clarified that I would only be paying for the life insurance policies for myself and the life insurance policies Ive been using as savings accounts for my two children. I clarified multiple times to make sure that the payments coming out of my account were only to cover mine and my children. There were two separate payments coming out and I was confused as to why but I thought the smaller payment was for the kids and assumed it was separate only because I added their accounts after, but I just went online to view accounts for a financial affidavit I realized that for some reason, the agent took my ex husbands policies off my account but kept them ************************ billing so Ive been paying his life insurance and his disability coverage for all these months: $65.10 for at least May 24 to Feb 25 (10 months: $651). I called when I realized this and the representative said he could take my ex husbands payments off my account but I requested a refund for all the months that I wasnt supposed to be paying that and he said he had no way to do that and had to escalate it. He gave me a case number but I want to hold this company responsible so that I get my money back so Im following up with BBB. The case number given to me was **********.

    • Initial Complaint

      Date:02/11/2025

      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.
      Subject: Complaint Against Northwestern Mutual **** *** and Other Products Dear *** Consumer Response Team,I am writing to formally file a complaint against Northwestern Mutual regarding their mishandling of my **** *** and other financial products. I believe I have been misled, and my financial interests have been severely harmed due to their deceptive practices.Specifically, Northwestern Mutual failed to properly manage my **** ***, did not disclose critical information about fees and investment strategies, and provided misleading advice that negatively impacted my financial growth. Despite my attempts to resolve these issues directly with the company, I have not received satisfactory assistance or remediation.I request that the *** investigate Northwestern Mutual for potential unfair or deceptive business practices. I believe that their conduct may have harmed other consumers as well, and regulatory action is necessary to prevent further financial damage.I paid over $60k and no one can tell me where is my investment.Please let me know if you require any further details or documentation to support my claim. I appreciate your time and attention to this matter.

    • Initial Complaint

      Date:01/15/2025

      Type:Billing 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 was charged an undisclosed fee of $175 to roll over my Simple *** (over 2 years old) from Northwestern Mutual to ******* ******. This happened after requesting information from Northwestern Mutual on how to roll over my Simple *** and being ignored after leaving the previous company I worked for. Had they not ignored my request, I would have been able to roll over my Simple *** last year and been able to skip the additional $50 annual fee they charge (on top of the $175 transfer fee).

      Customer Answer

      Date: 02/03/2025

      Hello,

       

      I never received a receipt from Northwestern Mutual.  I only discovered the charges after seeing that my last statement from Northwestern Mutual was over a couple hundred dollars more than what was received in my roll over account with ******* ******.  I called to inquire and was told about the $50 annual charge and $175 transfer fee over the phone.  The account was transferred over from Northwestern Mutual 1.13.2025, so I can only assume that's when the charges were made.  Please let me know if you have any further questions.  I wish I had some documentation to share, but Northwestern Mutual has not provided anything to date.

       

      Thank you,

      ***** ******

    • Initial Complaint

      Date:01/02/2025

      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.
      In August 2024, Northwestern Mutual began making unauthorized charges to my account for a life ********************** policy. These charges were initiated despite assurances during initial meetings with their representative, **** *******, that no charges would occur until my partner and I finalized our budget and confirmed a monthly amount we were comfortable with. This agreement was explicitly stated during two Zoom calls.Since then, I have made numerous attemptsboth written and verbalto stop these charges. In one instance, my partner spoke with **** directly and confirmed that we did not wish to proceed with the policy. Despite this, Northwestern Mutual has continued to charge my account. The most recent unauthorized charge occurred on December 31, 2024. Additionally, I have been informed that they will continue to bill me.When I reached out to Northwestern Mutual to demand that the charges stop, they refused to address the matter in writing, insisting instead on verbal confirmation to make any changes. This requirement is unreasonable and unacceptable, especially given their failure to act on prior verbal agreements. Their refusal to process written requests has created unnecessary barriers to resolving this issue.I am requesting the following resolution:A full refund of all unauthorized charges, including the charge made on December 31, 2024.Immediate cancellation of the life insurance policy, with written confirmation that no further charges will occur.Accountability measures to ensure Northwestern Mutual cannot impose similar practices on other clients.This situation has caused financial harm and significant stress. I trust that the BBB can assist in resolving this matter and ensuring that Northwestern Mutual adheres to ethical and professional practices.

    • Initial Complaint

      Date:11/07/2024

      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 talk to *** back on 8/23/24 1:17pm central time.I called because I received a call few minutes before from my agent complaining about she doesn't get paid if I cancel or change plans. I talk to *** about canceling term 10 plan at that time and I was supposed to be getting a call back from a supervisor that never happened.11/4/24 1:05pm I called and talk to two separate agent about canceling plan. The agent didn't really canceld the plans they shuffle to my agent I'm sure this is a common tactic this company uses.Shortly after I received a call from my agent stating she put a lot of work in for me. It was guilt trip tactic I'm sure *** teacher there agents. I was guilt trip into signing a policy at reduce value.That cat and mouse tactics have tarnished my beliefs in this company and I want to close my pending term.

    • Initial Complaint

      Date:10/31/2024

      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 financial representative with Northwestern Mutual and everything was going ok in the beginning and they set me up with another person to do planning for changes on my life insurance. Well I was on the phone with the gentlemen and we talked about setting up a meeting and he said he would send me a meeting invite. Well I didn't receive anything so I have called and emailed numerous times to him and my agent for over 2 months now and they will not answer my calls nor emails. I have contacted Northwestern Mutual regarding this issue and I made a complaint against them and nothing has came out of it. They just told me to get a new agent. This is totally unacceptable and unprofessional as a business for their employees to act this way to customers and especially when they are dealing with their money.

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