Complaints

This profile includes complaints for Athene USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Athene USA

  7700 Mills Civic Pkwy West Des Moines, IA 50266-3862

  
• 

  Athene USA

  1080 Jordan Creek Pkwy West Des Moines, IA 50266-6004

  

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.

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  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.

  Feb 1 2025. They made an error on my tax form and I have requested they fix it. It has been over 30 days and I can not reach anyone besides a unknowledgeable customer service agent, which refuses to allow me to speak to a supervisor. I have called numerous times with no help. I have also requested a withdrawal form and they can not give me one until someone in another department reviews my request. At this point, I am going to be penalized due to their tax error and I can not remedy this. Compleatly unethical business practices.

  Business Response

  Date: 03/13/2025

  Thank you for the opportunity to review and respond to our customers concerns.  In order to protect the contract owners privacy, we have provided a written response to her by *****************************  A response will not be posted to this site.  

  Customer Answer

  Date: 03/16/2025

   
  Complaint: 23022923
  
  I am rejecting this response because:
  I have been in contact with customer service as of today 3/15/25 there has not been any resolve. 1. No corrected statement 2. They have not furnished me with an excessive *** contribution form as requested. 

  The letter they sent is a generalized letter saying they need up to two weeks. At this point it has been 2 weeks. 
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/31/2025

  Thank you for the opportunity to review and respond to our customers concerns.  ********************** is required to maintain physical, electronic and procedural safeguards in compliance with applicable laws and regulations to guard our customers personal and non-public information.  Therefore, a response was mailed directly to Ms. ***** at her address of record.  

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  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 ,********* *******, have a single life annuity with Athene ******************* I am applying for a property tax exemption for seniors in ****** Nh. It has been three weeks Athene ************************* has told me that they could not provide me with any more contacts higher up. That they put in a request of a letter I am seeking. My city hall in ****** needs the letter to say , no cash value. I had the woman at the ********* put in writing what was needed. Athene said we can only give you the verification letter we have.i need a letter specifically saying Constances certificate number has no cash value. They keep telling me they are waiting for their higher *** to approve a new letter to be faxed to me. This is a time sensitive thing that I need for the *************, **** you help me resolve this, I am getting nowhere. Thank You ********* *******

  Business Response

  Date: 03/11/2025

  Thank you for the opportunity to review and respond to our customers concerns.  To protect the contract owners privacy, we have provided a written response directly to her by ****************************, mailed on March 11, 2025.  A response will not be posted to this site.

  Customer Answer

  Date: 03/11/2025

   
  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:02/19/2025

  Type:Product Issues
  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.

  Delayed pension deposits for two months. "Required" to submit forms that were not sent to me, and Athene can not find at their business site and/or website. I was told they could provide me a copy of this form "for my personal records", and NOBODY from Athene can find this document to forward to me. So I would like the form and an explanation of how I am suppose to submit this form without it being sent to me and why my payments were delayed?

  Business Response

  Date: 02/28/2025

  At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We will contact the individual separately to respond to any concerns.

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22957200
  
  I am rejecting this response because: I do not see anything that they have done except state their flawed mission statement!!

  Please correct me if I am wrong, but I do not see any response from Athene except this comment:

  At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We will contact the individual separately to respond to any concerns.

  Athene's actions and history of this encounter is anything but acceptable.  Their "integrity and reputation is seriously in doubt, especially since I was told that Athene was aware of this on-going problem with other customers, but it still has not been fixed/corrected.  How many lives have they negatively affected?  How many payment delays have they caused?  I am unaware of a law that "encourages this type of "compliance with the law".  I do believe that they focus their actions on their own policies and procedures, no matter how it affects their pensioners at any cost to the pensioners.
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 02/28/2025

  Hello:

  Did my response not process from a few minutes ago?  If you do not see it, then I will compose it again?

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

  Customer Answer

  Date: 02/28/2025

  Complaint: 22957200
  
  I am rejecting this response because: I do not see anything that they have done except state their flawed mission statement!!

  Please correct me if I am wrong, but I do not see any response from Athene except this comment:

  At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We will contact the individual separately to respond to any concerns.

  Athene's actions and history of this encounter is anything but acceptable.  Their "integrity and reputation is seriously in doubt, especially since I was told that Athene was aware of this on-going problem with other customers, but it still has not been fixed/corrected.  How many lives have they negatively affected?  How many payment delays have they caused?  I am unaware of a law that "encourages this type of "compliance with the law".  I do believe that they focus their actions on their own policies and procedures, no matter how it affects their pensioners at any cost to the pensioners.
  Sincerely,
  
  ******* ********

  Business Response

  Date: 03/06/2025

  At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We will contact the individual separately to respond to any concerns.

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22957200
  
  I am rejecting this response because:

  It does not solve anything.  All this is saying is their company motto:  If Athene believed tis motto and stood behind the statement then I would not have this issue.  I have not heard anything from Athene.  This is the third or fourth time that they said that they would contact me directly and they still have not.

  What I would like from Athene:

  1.  Explanation of why this happened, and why it took Athene over 5 months to get me the form that Athene said that they had already sent to me?  

  2.  Why Athene punished me by withholding my payment by two months because of their lack of competency and professionalism.

  3.  Compensation for the delayed payments and for all the time and frustration trying to make sure everything was setup correctly for payments and the time it has taken me to try and get this resolved with Athene? 

  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 03/31/2025

  Complaint: 22957200
  
  I am rejecting this response because:
  
  It does not solve anything.  All this is saying is their company motto:  If Athene believed tis motto and stood behind the statement then I would not have this issue.  I have not heard anything from Athene.  This is the third or fourth time that they said that they would contact me directly and they still have not.
  
  What I would like from Athene:
  
  1.  Explanation of why this happened, and why it took Athene over 5 months to get me the form that Athene said that they had already sent to me?  
  
  2.  Why Athene punished me by withholding my payment by two months because of their lack of competency and professionalism.
  
  3.  Compensation for the delayed payments and for all the time and frustration trying to make sure everything was setup correctly for payments and the time it has taken me to try and get this resolved with Athene? 
  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:01/27/2025

  Type:Order Issues
  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.

  My father, ******* ******, passed away December 16, 2024. I am trying to help my Mom secure funds from a Whole Life policy Dad held for over 40 years with Athene Annuity and Life. Premiums have been paid on time throughout the years with the most recent statement due 9-4-24 paid and check cashed by Athene on 8-28-24. After several attempts to secure the necessary redemption forms, each time being told they would arrive in 5 days, we still have not received any such documents. We have been hung up on and treated rudely when asking to speak to a supervisor. My 88 year old Mom deserves and needs this payout. Please help. Thank you.

  Business Response

  Date: 01/27/2025

  Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
  
  Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information.  As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
  
  We will provide a written response to the consumer on or before 02/14/25.

  Thank you.

  
  

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  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 filed a **** back in 2011 with *****************. Never heard anything finally found out that Athene now is in charge of the Pension plan. I called Athene back in September when my ex husband said they sent him papers for his lump sum payment in November. They requested all my paperwork again and said I would hear back. I have heard nothing yet complied and resent everything. I have called at least 6 times and still nothing but we are working on the open ticket. This is the worst customer service ever. I used to be a pension administrator and I k is it does not take this long for a response. I cant get to the qdro department or a supervisor ever. I fear that I will never receive what is due to me from my divorce decree. My next step is to to hire a lawyer to represent me and figure this out.

  Business Response

  Date: 12/10/2024

  Thank you for the opportunity to review and respond to our customers concerns.  ********************** is required to maintain physical, electronic and procedural safeguards in compliance with applicable laws and regulations to guard our customers personal and non-public information.  Therefore, a response was mailed directly to Ms. ************* at her address of record.  

• Initial Complaint

  Date:11/25/2024

  Type:Product Issues
  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 reached out to the company after having a debit to my account for an increase that I was unaware of. I was told my term life insurance had reached its term and the rate increased due to that. I stated I wanted to cancel since the failed to communicate and I wasnt going to pay the new amount. That was on 10-28-2024. She asked my name in which I had to confirm it was different than the original name on the policy since I had been married since taken out. She said she would email me the two forms needed to cancel. I received the forms on ***** and completed and faxed them back the same day. On 11-18-24, I called to see if the papers were received since I hadnt heard. She said they were, but they were rejected since the name was different on the account. Again, I told the lady that was mentioned the first time I called in and nothing was mentioned about completing anything other than what I was emailed. She said I would need to complete a name change form which she would send via email. 11-22-24, still havent received said form. Called back and was told they were sending me a bank draft form from what was on the records. Again, I was told that I would be sent the name change form before the day ended and to complete it along with the previous papers they sent *****-24. Today, 11-23-24, still nothing. They want to continue to charge me stating they havent received the correct paperwork, however, they wont send it to me to complete. I just want to cancel.

  Business Response

  Date: 11/25/2024

  Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
  
  Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information.  As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
  
  We will provide a written response to the consumer on or before 12/13/24.

  Thank you.

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22597962
  
  I am rejecting this response because: other than a phone call asking for my policy number and saying I would be assigned a case provider, the issue hasnt been resolved. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair Issues
  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.

  A policy lapsed, and I am now trying to cash it out. I will send a form which I had notarized and sent back to this company. The company stated the date was missing so I received the form To fill it out and include the date. The company told me that I did not have to have this second form notarized because the first form that they received was already notarized. We were told to email back the following form. Now they are saying my signature is not acceptable because it does not match the first signature. I informed them that I am blind. They told us their email was received a few days prior. Upon calling this company back, they say the forms were never received although we have email confirmation that they were. I just want to cash out my policy and be done with this company

  Business Response

  Date: 11/22/2024

  Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
  
  Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information.  As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
  
  We will provide a written response to the consumer on or before 12/12/24.

   

  Thank you.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22588380
  
  I am rejecting this response because a response was not given to the initial complaint. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 12/16/2024

  Hello, 

  We have mailed a response to the Complainant on 12/12/24. 

   

  Thank you!

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  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.

  My dad has life insurance through Athene annuity and Life company, & he has been paying for the policy over 10 yrs. My dad passed away on June 20, 2024. We notify the company of his passing, and they sent us the claim form. We called the claim depart. & ask how we go about if my mom does not want to receive the payout since she is one of the beneficiaries. The *** told us that she does not need to fill out the claim form & to write a letter stating that she declines the payment. All of my sibling filled out the claim form, along with my mom letter stating she decline the payment, & the originally death certificate, sent out on Aug 16, 2024. Every time we call, we get issues & different answers. 10/01/204- I don't trust them because they don't follow up, still never receive a call/letter stating if they more info). Check status online & see nothing. Called and the ***. mention that we have to fax over a letter stating that my mom's is alive before they can start the claim. I said why wasn't this mentioned before, and why would we have to write a letter when she filled out the claim form with her signature should have stated that she is alive. *** said that there a letter drafted out or sent to us on Sept. 11- to have us verify that my mom is alive. Again, they keep mentioning about a letter sent, which we never received. I did however fax over a letter with my signature stating that my mom is alive, this was faxed over today. At this point I'm very frustrated, we get a different answer every time we call. This is shady business, no wonder they have such a bad review. I don't understand why they can't tell us all the issues at once so we can fix it and be done, but instead this is going around in circle. My family are at the point of getting a lawyer, filing a complaint with the state of insurance commissioner & not giving up because this is BS business.

  Business Response

  Date: 10/03/2024

  Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
  
  Our team’s policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information.  As soon as this review process is complete, we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
  
  We will provide a written response to the consumer on or before 10/23/24. Thank you.

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  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 received a letter from Athene notifying me that I and the beneficiary to my sister policy. I have called the customer service number numerous times and have not been able to get a hold of anyone at the claims department nor have I received a call back after scheduling call back numerous times. This company doesnt seem to care and the horrible reviews are correct. I need answers to my questions and it is impossible to get anyone on the phone. Every response is generic and provides no resolutions if you read any and all of the complaints.

  Business Response

  Date: 10/08/2024

  Thank you for the opportunity to review and respond to our customer’s concerns.  To protect the contract owner’s privacy, we have provided a written response directly to him by United States Postal Service.  A response will not be posted to this site. 

• Initial Complaint

  Date:09/30/2024

  Type:Product Issues
  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 called about pension payments and they opened a ticket on 9/11/24. They said 5 business days for response. I have not heard a thing. I keep inquiring on the ticket but they just ignore. The only way to get a response is to file a complaint here.

  Business Response

  Date: 10/09/2024

  At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We will contact the individual separately to respond to any concerns.