ComplaintsforDelaware Life Insurance Company

Life Insurance

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
04/24/2024
Complaint Type:
Product Issues
Status:
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.
Purchased ************* from Delaware Life on 3/15/2024 after few weeks I changed my mind about continuing with ************* and decided to cancel Fixed Annuity in allowed cancelation period on 4/1/2024.Delaware Life took more then half a month to return my deposit, I contacted Delaware Life customer support with my complaint and asked them to reimburse me for lost interest for this unnecessary long wait they never bothered responding.I am extremely upset since I lost even more interest on my money due to their manual process that is unfair to their customers and designed specifically to benefit them only. Blaming **** is not option here, it is their manual process and unfair practices. I am asking Delaware Life to reimburse me for lost interest for at least two weeks due to unnecessary wait.
Business response
04/29/2024
Please see attached
Customer response
05/02/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Unfortunately the response from Delaware Life is the same response that many customers receive from them just to satisfy BBB that something was done but nothing was resolved to date by Delaware Life.
My complaint is still the same the unfair practices that Delaware Life is using is unacceptable and I still expect to be reimbursed for lost interest due to Delaware Life taking more than half a month to return my funds to me. Your help with this matter is appreciated.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
Jovan
Initial Complaint
04/02/2024
Complaint Type:
Product Issues
Status:
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.
I am 63 yrs old I retired from the *********** 12/29/2023. I had a ************** Plan. I contacted my Bank to get information about what to do with my TSP account. I was advised by *************** union there was good investment at fix of 5.5 interest. I took her word. We had the money transfer $285,416.88 on 1/11/224. On 2/3/2024 I received the contracted from Delaware life insurance as a Annuity. contract # APEX0280959. I did not want a Life insurance. I contacted ********************** asked them to cancel the account but the agent was on medical leave and her supervisor asked me to wait until she gets back. I contacted Delaware life insurance on 2/7/2024 to cancel the account since I have 30 days to cancel. I was given the round around. After several calls, email and over night mail they canceled the account and sent it back to TSP on 3/8/2024 as they claimed the money has to go back where they received from. TSP will not cash the check as my account is closed. I called Delaware Life Insurance with a TRowe Price representative (several times) to transfer my money to my *** account but both ********************** and TSP said they cant transfer the money to a third party. TSP told me the check would be destroyed once it has expired. I sent a letter to ********************** on 3/28/24 explaining the situation and and asking them to send the check to me. Today, I spoke to ******* in ********************** she said they received my letter and they are looking into it if its legal for them to send me my money as it their policy is to only transfer the money back to where they received it and for me to call them back in 3 to 5 business day. I told Heather ********************** has my money since 1/11/24 I am losing interest. I asked her so what happens if your company says its not legal for me to receive my money and your company wont transfers the money to my *** account. Does ********************** keep my money? She said a probably would need to open a new account with them but she is not sure again said call back 3 to 5 days. I do not want any business with ********************** Life Isurance. I want my money $285,416.88 back to me. ********************** told my back since I took it upon myself to write to them. They will no longer will speak to Fairwind. Its up to me to solve this issue.
Business response
04/03/2024
Please see attached our response.
Customer response
04/03/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Delaware has had my money since 1/11/24. I have tried numerous time to get this resolve. Every time I call your representative refused to let me speak to a supervisor and they all give you a different Answer. I called Delaware a couple of time with representative from TRowe Price to have them transfer to my *** account and your representative refused saying I can not transfer the money to a third party. Your last representative told me it might be illegal for your company to send the check directly to. How can your company keep my money and without ever reaching out to me. I was put in this situation by Fairwind credit union by not letting me know that your company is a life insurance company which is not FDIC insured. Today, myself and a supervisor from ******** contacted Delaware again not given a satisfying answer stating they are in receive of my letter and it's being look into. For me to call on Friday because no one will call me. Supposedly Delware told Fairwinds since I sent Delaware a letter of canceling my contract (I did it within the grace ******* Fairwinds has no right to reppresent me. Supposedly Delaware policy is that the money has to go back where it originated from. TSP can't receive my money because my account is closed. I blame Fairwinds for putting me in such a low rated company that has no customer service and not is FDIC insured and giving false infomation that I could not keep my money in my TSP account. Now every ********************** has a policy however the only person who is losing and dealing with stress is me. All I am asking is for Delaware to return my full funds of ********** and the interest I have lost. I am 63 years with several medical and I should not have to deal with this for over 3months.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
****

Business response
04/11/2024
Please see the attached.
Customer response
04/19/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I want to thank BBB for helping me with my stressful situation I had to deal with Delaware Life Insurance.
Today, 3 months after I had been requesting for Delaware to transfer to TRowe Price they have sent my full retirement funds to TRowe Price.
I also want to thank the person at Delaware who made this happen, however I believe since my money was sitting in the account for 4 months I am entitled to the interest I lost for the last 4 months. Delaware agreed that I would get 5.5% if I kept they account. I should be paid 5.5% for 4months of interest because they kept my money even though I requested for Delaware to cancel the account and transfer my money to Trowe Price but they refused saying it had to go back where it was generated. This did not have to take 4 months to be resolved. Delaware made money on my funds.
Again, I want to thank BBB and the person at Delware that finally gave me back my money. I do expect my interest that I lost.

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

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
****
Initial Complaint
02/27/2024
Complaint Type:
Billing Issues
Status:
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.
Starting Feb 9th 2024, Delaware life has been taking our $200 33 times per day Monday through Friday for up to $30k from a checking account that is being used to pay caregivers for my MIL's care. It took numerous calls and putting a hold on the account to make them stop taking out additional funds. They have not returned the funds to the account and we have been calling to get the funds returned numerous times. It has been more than 1 week since they guaranteed the funds would be back and it has still not been returned. They did not have any authorization to debit the account. There is no attempt to follow up on their part. They do not provide any escalation to expedite the return of the Funds.I am sure this is happening to others but people do no realize it.
Business response
03/04/2024
RE: Customer Complaint

We are writing in response to the recent complaint posted on the Better Business Bureau (BBB) website concerning a Delaware Life Insurance Company (Delaware Life) consumer.

We have reviewed the concerns expressed and regret the inconvenience the client has experienced. Our commitment to customer service and satisfaction has always been our highest priority, along with the privacy of our clientspersonal information. Therefore, to address this matter in full, we will communicate directly with the consumer.

We hope this initial response proves satisfactory to the Bureau as we seek to address the clients concerns but, should any further questions arise, please contact our customer service center at ************.
Sincerely,
*****************
Customer Relations
Initial Complaint
11/30/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Delaware Life was commissioned to care for my grandmothers annuity, for whom I am POA. We requested a distribution from this plan in August in a sum slightly above $15,000. Delaware Life sent the check to an address in ************, a state in which she has never lived. When I called about this, they told me they corrected the address and then sent the check to the wrong address again, her previous address in Georgia. Now the third time Ive called they wont even speak to me, saying I dont have enough information to clear security protocol. They are unlawfully harboring my grandmothers money after a request for distribution has been made and have completely fumbled with the care of her funds. We would like to remove all of her funds from this account without penalty and move them to another broker.
Business response
12/01/2023
In the interest of maintaining confidentiality, we are responding directly to the consumer to resolve this matter.
Initial Complaint
11/30/2023
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Own a Delaware Life annuity.The annuity pays a lifetime benefit based on the benefit balance.The balance is only computed once per year and sent in an anniversary statement.The balance is a single line entry with no worksheet or computations substantiating the value.There is a formula in the contract to compute this balance.Last year I discovered that Delaware Life had misrepresented this balance in my statement.There was an adjustment acknowledging an error was made.This year, the balance is once again incorrect as per my personal spreadsheet.Delaware Life has not issued any communication to me regarding this claim in 2 months .Clearly, although enlightened about their erroneous calculations they obfuscate, ignore, and deny the issue.I requested an audit showing, on a monrhly basis, how they arrived at their balance.A reasonable request, I thought, to resolve the discrepancy but there has been no response from Delaware Life at all.If this miscalculation is affecting me it may be be reducing benefits to every one of their annuitants.
Business response
12/01/2023
In the interest of maintaining confidentiality, we are responding directly to the consumer to resolve this matter.
Customer response
12/01/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
My original complaint was never acknowleged and in the succeeding 2 months I have not had a single communication. If I am to believe that customer satisfaction means anything to ********************** Life my request for BBB intervention would not be required.
That being said, I have no confidence that closing your claim will suddenly produce the respect and satisfaction I have been eaiting for 2 months. Nor does their promise to stop ignoting me bpromise any resolution of any issues.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
***

Business response
12/12/2023
Status update is attached for review.
Initial Complaint
11/24/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have a Delaware Life, life insurance policy#UL0014273, this account which is authorized to automatically withdraw $35 once a month but recently in October there were 3 withdrawals made on the 25,26,27 overpayment of $70 and they had a current bill pending, so I contacted my bank to stop all future payments until this is resolved. I called their customer service on approximately 11/14/23 and was told that I would receive reimbursement on the following day? My bank account is currently not showing any reimbursements.
Business response
11/27/2023
In the interest of maintaining confidentiality, we are responding directly to the consumer to resolve this matter.
Customer response
12/05/2023
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I received $70 reimbursement check on 11/29/23, and was contacted by customer service by email on that same day. Received confirmation email that check for cash value amount was processed and mailed on 12/4/23.
Thank you!! BBB.

Regards,

*********************
Initial Complaint
08/01/2023
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I inherited an annuity from this company in January 2023, contract number ka009273512 , the company refuses to give me the cost basis for this annuity, I have called many times
Business response
08/08/2023
Attached is our response to the referenced complaint,
Business response
08/08/2023
Attached is our 8/8/23 Response.
Customer response
08/08/2023
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

***********************
Initial Complaint
06/29/2023
Complaint Type:
Product Issues
Status:
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.
I was supposed to start receiving payments from an annuity beginning May 25th, 2023, and monthly thereafter for 5 years. My paperwork was sent in to Delaware Life April 25th, and I've been calling since.I've spoken to supervisors, public relations, and have only been provided with lip service. I've been promised call backs in 24 hours and never get them. So far they owe me 2 checks. It's been forwarded to escalation department but they received a system rejection so they can't do anything. Yesterday a supervisor told me they're trying to process it manually. I find this unacceptable based on my numerous calls to the company and they see it in their documentation.
Business response
06/29/2023
Better Business Bureau

RE:   Customer Complaint

We are writing in response to the recent complaint posted on the Better Business Bureau (BBB) website concerning a Delaware Life Insurance Company (Delaware Life) consumer.

We have reviewed the concerns expressed and regret the inconvenience the client has experienced regarding receiving her requested monthly payments. Our commitment to customer service and satisfaction has always been our highest priority, along with the privacy of our clients personal information. Therefore,to address this matter in full, we will communicate directly with the consumer.

We hope this initial response proves satisfactory to the Bureau as we seek to address the clients concerns but, should any further questions arise, please contact us via email at *******************************************************************************.
Sincerely,
Customer Relations
Customer response
06/29/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
****
Initial Complaint
04/27/2023
Complaint Type:
Service or Repair Issues
Status:
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.
My mother has a life insurance policy with Delaware Life Insurance. I have called this company to give them my brother's correct contact information several times. The last time I called I spoke with 3 different people and the call lasted 57 minutes. Unfortunately, Delaware Life Insurance is STILL sending mail the a beneficiary of record to my home. I believe insurance companies have a duty to send paperwork to a beneficiary. I have already received my check from Delaware Life for my Mom's policy. Her name is *************************. DOB 8/25/1938 .Delaware Life is mailing paperwork for *********************** to my home in **********, **. ******* ADDRESS FOR *************************** ****** IS:************************* ******************************************************************************************************* You may contact me at ******************** or ************ (leave a message with contact / return call information)
Business response
05/01/2023
We are writing in response to the recent complaint posted on the Better Business Bureau (BBB) website concerning a Delaware Life Insurance Company (Delaware Life) consumer who is receiving correspondence meant for another family member.

We have reviewed the concerns expressed and regret the inconvenience the client has experienced. Our commitment to customer service and satisfaction has always been our highest priority, along with the privacy of our clients personal information. Therefore, to address this matter in full, we will communicate directly with the consumer.

We hope this initial response proves satisfactory to the Bureau as we seek to address the clients concerns but, should any further questions arise, please contact our customer service center at ************
Initial Complaint
03/27/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I've had a policy with Delaware Life Insurance for over ten years. My issue has been that I am unable to access my online policy. On February 21, 2023, I attempted but failed to login to my profile. At the same time, I received the following email: "Your password has already been claimed. Please contact customer service at ************** if you did not receive your password. When I called the number, the young lady on the phone said she couldn't help me and asked me to call back in ten days. WHAT THE HECK!I called and spoke with ***** (sp) on March 15, 2023. She put me on hold for over a half hour before returning to the line and giving me temporary passwords that still didn't work. After being put on hold again for a while, she never returned to the call and I was disconnected from her. Today is Monday, March 27, 2023, and there has been no further correspondence from the Delaware representative/helpdesk. What amazes me is that they email me "Important Update from Delaware Life on my various portfolios, such as "MFS - VIT Mid Cap Value Portfolio.", to see how it's going. But I can't log into my account to see my life insurance policy, which is worth more than $100,000.Thank you in advance for your assistance in this matter.***************************
Business response
03/28/2023
Better Business Bureau

RE: Customer Complaint

We are writing in response to the recent complaint posted on the Better Business Bureau (BBB) website concerning a Delaware Life Insurance Company (Delaware Life) consumer.

We have reviewed the concerns expressed and regret the inconvenience the client has experienced in regards to her Online Access account. Our commitment to customer service and satisfaction has always been our highest priority, along with the privacy of our clients personal information. Therefore, to address this matter in full, we will communicate directly with the consumer.

We hope this initial response proves satisfactory to the Bureau as we seek to address the clients concerns but, should any further questions arise, please contact our customer service center at ************.
Sincerely,
Customer Relations

Customer response
03/28/2023
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

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

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforDelaware Life Insurance Company

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary