Complaints
This profile includes complaints for Fidelity & Guaranty Life's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 80 total complaints in the last 3 years.
- 31 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/15/2025
Type: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.
Failure of F&G to Respond to Multiple Requests for Assistance on and Resolution of Annuity Account and Life ********************** Policy Matters. I am the legal Court-Appointed Conservator for the Owner of three F&G Annuities and two Life Insurance Policies. Since 19 Nov 2024 to 13 Jan 2025, I have repeatedly faxed Cover Letters with Certified Copies of Court Order/Letters, along with notarized copies of my personal identification cards to have my name added to accounts (Annuity and Life Insurance Policies) as Conservator for the Owner and requested all F&G correspondence pertaining to these Accounts and Policies be mailed to me as the as such. To date F&G has only taken action on 2-of-3 Annuity Accounts and no changes have been made to the two Life Insurance Policies despite multiple telephone calls made by me to F&G. On 22 Dec 2024, I mailed two parcels (one each for Annuities and Life Insurance) via **** Express Mail (w/tracking numbers) containing a Court-ordered mandate to restrict Owners Annuity and Life Insurance Policies providing F&G the required Proof of Restricted Account from Financial Institution Forms for completion by F&G with return fax/mailing instructions and duplicate Certified Copies of Court Order/Letters and notarized copies of my identification cards.Despite multiple phone interactions with F&G representatives/supervisors/subject matter experts imploring them to act upon these requests or escalate these matters to their Compliance and/or ***************** for review and action, I receive very little assistance other than the apparent canned answer of we will review your requests within seven to ten business days. The timeline for review and action has been exceeded given the initial and subsequent follow-on request I submitted on 19 Nov 2024 and 10 Dec 2024. Additionally, F&G has also failed to act upon the restriction of all accounts/policies request. I demand a written response from F&G so that I may proffer it to the Court.
Business Response
Date: 01/15/2025
Thank you for your inquiry. Upon review, a written response will be sent to the authorized individual on these accounts.Customer Answer
Date: 01/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ***************** were received by me via Fed-Ex on 16 Jan 2025. This resolution is satisfactory to me.
Sincerely,
******** ****Initial Complaint
Date:01/14/2025
Type: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 am filing a complaint because I was lied to and manipulated by the sales **** ****** *********. ****** made all sorts of scenarios and really sold me getting this insurance, I agreed as I was told ****** would always be available to help. After several months I begin to see how so many people have been affected by this as all the money they have put in is nowhere to be found. I have asked multiple times to get it cancelled and get my money back but the *** only sends me paragraphs telling me to reconsider instead of addressing my concerns. I did more research and see its not just a couple of people but hundreds that they **** money out of to fund their lifestyles. I am asking for a refund on the money paid.Business Response
Date: 01/14/2025
Thank you for your inquiry. Please be advised that we are unable to find a Fidelity & Guaranty Life Insurance policy under the name ********* *****. Please provide a policy number or other identifying information regarding your Fidelity & Guaranty Life Insurance policy and we will review your concerns.Customer Answer
Date: 01/24/2025
F&g is not a professional company to be with. I have had a hard time getting ahold of a *** for the past year , when I do get responses it has nothing to do with my concerns. I have been requesting to get off of auto payments for the past couple of months and I have not had it happen. I am requesting to cancel this contract and I expect a full refund for the money I have put into this. My policy number with the company is LZ715792Business Response
Date: 01/24/2025
Thank you for your inquiry. Due to state and federal privacy laws we are unable to respond to the BBB. Therefore, a response will be sent to the policy owner within 10 calendar days.Initial Complaint
Date:10/22/2024
Type: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.
Asking for a policy loan and keep getting the runaround every time I fill out the information they come back with another excuse for not sending the money and asked me to fill it out again. This has happened three times its taken months and still not resolved.Business Response
Date: 10/22/2024
Thank you for your inquiry. Due to state and federal privacy laws we are unable to respond directly to the BBB. Therefore, a response will be sent to the policy owner within 10 calendar days.Initial Complaint
Date:10/16/2024
Type: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.
On Thursday, 3 October i faxed a form to withdraw funds from my annuity account. I followed up with a phone call in Monday to ensure everything was in order and was told it was. On Wednesday I received a text message that my form was not signed. But the company had sent me a letter via postal service. Due to illness, I did not get back to ******* to refax until Friday 11 Oct. I asked same day to again expedite my funds as I am broke and was ensured a request to expedite was done. To date I have not received my money in the amount of $25,000.00. They claim they cannot make outgoing calls and I cannot speak with the disbursement center. Their business practices are poor at best and they do not keep me.informed. Today i was told the finds would be there but they are not.Business Response
Date: 10/17/2024
Thank you for your inquiry. Due to state and federal privacy laws we are unable to respond directly to the BBB. Therefore, a response will be sent to the policy owner within 10 calendar days.Initial Complaint
Date:10/15/2024
Type: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 purchased a 20 year term life policy in July 2004. The policy expired July 2024. I called in April 2022 & notified of my address change. I was told it was updated. Every time we call I have to give permission to speak to my *********** never notate the file. A debit 10x our premium was taken from our bank acct in Aug 2024. I thought it was just an error. I disputed it with my bank unsuccessfully. While the investigation was pending a 2nd debit in Sept was taken for the same amount. I called Fidelity and was informed they renewed the policy w/o my permission or consent. I sent the letter of instruction to cancel the policy as instructed also requesting 2 months refund. I was told that they mailed notification of the renewal to our old address. Informed them we notified them of address change. The *** did not update my acct when notified previously. I was told they will refund Sept as it was w/in 30 days of the transaction, but not Aug because they have no notes of the call. I was told to provide the *********** of the call FROM TWO YEARS AGO to find it in their recordings. That is an unreasonable request. No one can provide that 2 years after the fact. I tell them in EVERY phone call permission is granted to speak to my wife and they have never once updated it and now say they can't because I have canceled the policy. My request is not unreasonable. It is unreasonable not to update the file as requested ***eatedly & it is unreasonable not to refund BOTH months premium for their error in not updating my address for the notifications they say they sent out. I have no proof they sent them, they have no proof I received them. Just do the right thing and refund the premium for the policy I did not request. They also refuse to provide my account number over the phone so it's always a long process.Business Response
Date: 10/15/2024
Thank you for your inquiry. Due to state and federal privacy laws we are unable to respond directly to the BBB. Therefore, a written response will be sent to the policy owner within 10 calendar days. Thank you.Initial Complaint
Date:09/19/2024
Type: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.
*********************************************** sent my August 1, 2024 to another customer. I still have not received my payment.Business Response
Date: 09/19/2024
Please be advised we are not finding a policy under the name ****** *******. Please provide documentation that indicates your Fidelity & Guaranty Life Insurance Policy number on it and we will further review our files.Initial Complaint
Date:08/05/2024
Type: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 purchased a Life Annuity From Fidelity and Guarantee Life on May 19, 2023 through a financial advisor. The policy was issued on June 15, 2023. On my anniversary date June 15, 2024, the interest I had earned over the year were dumped into my account and 10% of my funds, $15,459.59, became available to me penalty free. I decided to roll those funds over due to the very low 1.2% return on my investment during a strong economy. I started the process of rolling over the funds on 7/12/2024 through ****** in *********************. I opened an *** and planned to fund it with the penalty free portion of my ***** policy. In addition to confusing and unclear directions from F&G on how to have those funds released to ******, the funds have been in transition for almost 3 weeks now. The funds were taken out of my ***** account on 7/17/2024. I can not believe that they would not electronically transfer these funds and even so, why should it take so long? I have been given conflicting information by F &G as to when the funds should be received. This is my money that should have been earning interest and now CD rates are down, which is the product I had planned to invest my money in.Business Response
Date: 08/05/2024
Thank you for your inquiry. Due to state and federal privacy laws, we are unable to respond directly to the BBB. Therefore, a written response will be sent to the policy owner within 10 calendar day. Thank you.Customer Answer
Date: 08/06/2024
Better Business Bureau:
The check that F & G sent to ****** was received today. No further action is necessary.Thank you.
***************************Initial Complaint
Date:07/29/2024
Type: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 had a life insurance policy with Fidelity & Guaranty Life since 2022. I am surrendering it and have requested my full payments back. It is going on 3 months and they are saying they keep losing my paperwork to surrender my policy. That is a lie because I filed online and they keep closing it for no reason. They are withholding my money and do not want to pay me out a measly $1500.Business Response
Date: 07/29/2024
Thank you for your inquiry. Due to state and federal privacy laws we are unable to respond directly to the BBB. Therefore, a written response will be sent to the policy owner within 10 calendar days.
Initial Complaint
Date:07/29/2024
Type: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.
Insurance carrier did not tell me my life insurance policy would end. I have promptly paid it but they are cancelling it.Business Response
Date: 07/29/2024
Thank you for your inquiry. Due to state and federal privacy laws we are unable to respond directly to the BBB. Therefore, a written response will be sent to the policy owner within 10 calendar days.Initial Complaint
Date:07/25/2024
Type: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.
Need to change the owner on Jumping Juvenile insurance to the insured person who is no longer a minor. The original owner of the policy passed away March 2024. I am listed as the contingent owner on the same policy. The insurance company has not addressed this issue. I keep getting the same forms to fill out. Before filling them out, I have contacted the company numerous times to be sure they are correct. Each time there is something wrong with them. I have submitted a copy of the original page of the policy issued Sept 1984 noting my designation as contingent owner. I have been told as this policy is so old, it was not loaded into the system. It is in the archives.Business Response
Date: 07/25/2024
Thank you for your inquiry. Due to state and federal privacy laws we are unable to respond directly to the BBB. Therefore, a written response will be sent directly to the policy owner.
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