Business Profile

Insurance Services Office

Massachusetts Mutual Life Insurance Company

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

45 total complaints in the last 3 years.
8 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.

Initial Complaint
Date:02/10/2025
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.
I have held a life insurance policy for my mother with MassMutual since 2018, consistently paying monthly premiums without lapse. In 2023, while on vacation in ******, she was diagnosed with cancer and sadly passed away in April 2024. Due to work commitments, I arranged for her remains to be preserved until September 2024, when I was able to travel for her burial. I informed MassMutual of her passing in May 2024 and later submitted the certified death certificate, funeral flyers, and photographs. A minor date discrepancy, caused by those handling the paperwork, was flagged by MassMutual. Their investigator, interviewed me for clarification but conducted the process in an unprofessional and adversarial manner, implying dishonesty on my part and even suggesting I couldnt afford legal representation (meaning I can't sue them at the law court even if they chose not to settle the claim). She then claimed that MassMutual required confirmation from the President of the African Country involved to process the claiman unreasonable and unrealistic request. I believe hospital personnel may have declined to respond to her due to her approach. Attempts to escalate this matter have been met with delays, with repeated assurances of a callback that never materialized. The circumstances of my mother's passing and burial are irrelevant beyond the necessary documentation, which I have provided in full. If MassMutual questions their authenticity simply because they were issued outside the ***** it is unjustified. This appears to be a delay tactic to prolong settlement while the company holds the funds. The only legitimate reason for non-payment would be if my mother were not deceased, which is not the case. I expect MassMutual to honor the policy in good faith. If leadership does not intervene to ensure a fair resolution, I will continue to pursue all available means to uphold my rights and see that the correct action is taken.
Business Response
Date: 02/12/2025
I am writing with respect to your email to MassMutual Customer Relations dated 02/10/2025 regarding case ID #********. You have asked that we provide a response's to Bright Agbo's concerns.
While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address Bright Agbo's concerns. Please be assured we will research Bright Agbo's concerns and address them directly with them.
I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.
Customer Answer
Date: 02/12/2025

Complaint: 22916758

I am rejecting this response because: Massmutual has not reached out to me regarding any settlement. Also, per the privacy policy, why is my name included in their statement while I withheld the names of their representatives in my initial report?

Sincerely,

Bright Agbo
Business Response
Date: 03/12/2025
I am writing with respect to your email to MassMutual Customer Relations dated 03/05/2025 regarding case ID # ********* You have asked that we provide a response's to Bright Agbo's concerns.
While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address Bright Agbo's concerns. Please be assured we will research Bright Agbo's concerns and address them directly with them.
I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at ***************
Our records show that, subsequent to your correspondence, we also received an inquiry from the ****************** of Insurance's Consumer Services Division regarding this matter. When this occurs, it is our procedure to respond directly to the Department of Insurance, who will then respond to Mr. ***** Our response is due to the Department of Insurance on March 12, 2025. Mr. **** should expect to hear from them sometime after that date.
Customer Answer
Date: 03/13/2025

Complaint: 22916758

I am rejecting this response because:
They reached out to me requesting my mother's travel documents which I do not have (I am an active duty military and was not at home when my mother travel). Also they wanted to talk to my sisters and the one who designed my mother's grave yard, which I reject for personal reason. Because of that they threatened to deny the claim and I will continue paying the premium for my dead mother. Even my driver's license and passport is not enough for them to identify me, they were requesting my military ID which I also reject. I provided them with certified copy of death certificate, medical records, mortuary receipts, an aprove leave form from the Army allowing me to attend my mother's funeral, and military orders with my mother's name on it as a dependent. It seems like whatever you provide to them is never enough and they are just requesting documents which are beyond their scope of the investigation in order to utilize that to deny the claim. They will surely fulfill their obligation by paying the claim. Requesting unrealistic justification does not prevent them from paying the claim.

Sincerely,

Bright Agbo
Customer Answer
Date: 03/14/2025
Why will the BBB close the case assuming that the organization has solve the issue, which they did not?
Initial Complaint
Date:02/07/2025
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.
I want to cancel my life insurance policy and cash out.Its been a hard time with calls to different departmemts and a run around for over a month now need help they keep transfering me to one person or another
Business Response
Date: 02/11/2025
I am writing with respect to your email to MassMutual Customer Relations dated 02/07/2025 regarding case ID #********. You have asked that we provide a response's to ***** ******* concerns.
While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address ***** ******* concerns. Please be assured we will research ***** ******* concerns and address them directly with them.
I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.
Initial Complaint
Date:10/17/2024
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 mom had a life Policy with them and early on they took out money they claimed was alone, but it was a payment on a term life additional policy. The second one they claim was alone was before that one and according to their paperwork, you couldnt even get along that early on in your policy. From then on they started charging interest on these loans and when my mom paid interest in addition, they put all the money towards interest. According to her policy, which I have it states that all monies will go to the principal first and anything left over goes to interest. if the interest is not paid, it just gets tacked onto the end so many years its amazing how much money they charged her. After she died going through her paperwork on one of the envelopes its written this is a very strange policy. I dont have any loans with them , but they keep charging me interest and say if I dont pay my policies, no good well when she died policy which she paid probably $65,000 into which was Highway robbery because they kept giving her loans on a policy premium and took off interest, which is exactly opposite than what the policy states . Ive sent many letters to them, but they keep saying no this is against the law and I am getting no satisfaction. They dont care but I have the policy where it states the information the policies from 1968. The loan they claim they have her signature on was right after she got her policy and it was paid to the man who wrote her policy and he was also the one that held the term life policy, so the payment was not alone was a payment to the term, life guy, and according to her policy, that should not even happen till after a year Just like the one they claim for 400 and something dollars that they cant even show. So they want to give us $9000 but they owe her about ****** in payments for interest that shouldve never been there. Who does that I hate when my mother paid so much money to these people but they just ignore It .
Business Response
Date: 10/21/2024
I am writing with respect to your email to MassMutual Customer Relations dated October 21, ********************** #******** . You have asked that we provide a response to ****** ********* concerns.
While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address ****** ********* concerns.Please be assured we will research ****** ********* concerns and address them directly with them.
I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.
Customer Answer
Date: 10/21/2024

Complaint: 22436055

I am rejecting this response because:

Sincerely,

****** *********
this is due to the fact that you dont even know how to get in touch with me so how can you research it? You dont even know my moms name nothing so you can reach me at ****************** also, I have spoken with the company about this before with no help
Business Response
Date: 01/08/2025
I am writing with respect to your email to MassMutual Customer Relations dated January 2, ********************** #******** . As we previously stated on our response sent October 21, 2024 while MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address ****** ********* concerns. You have asked that we provide a response to ****** ********* concerns which was completed. I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.
Initial Complaint
Date:08/21/2024
Type:Customer Service 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 am trying to get information on my annuity as to my options for payout. I have contacted Mass mutual several times but I am never able to talk to a person regarding the various payout options. I did receive one letter with three options on 6/18/24. I have even called with my financial advisor to expedite the process. My last call was on 8/16/24 and I was told I would be sent all my options. Instead I received the same paperwork I was emailed on how to annuitize my account. If I do not know what the various payments will be how can I make a decision on which option to choose. How can a financial company not have someone I can talk to about my options for payment. I would like someone from Mass mutual to contact me and my financial advisor so I can resolve this issue.
Business Response
Date: 08/22/2024
This communication is acknowledgement of the correspondence you sent to and was received by MassMutual. We have reviewed it and determined that MassMutual Ascend is the appropriate recipient and this inquiry should be directed to them for response.
Initial Complaint
Date:08/14/2024
Type:Sales and Advertising 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.
Massachusetts Mutual withdrew over $2,000 for a premium before ever providing me a copy of the life insurance policy to review. When I finally received the policy on June 17, 2024, I returned it during my "free look period." Mass Mutual concedes that they received my return of the policy on June 21, 2024, but has so far refused to return my premium. In fact, they attempted to withdraw a second premium on July 26, 2024, more than a month after they concede they received my return of the policy. I keep being told that the refund is processing but needs to complete certain internal reviews first. The law is clear, however, they are required to return the money they withdrew for the premium.
Customer Answer
Date: 08/15/2024
Hello- I am happy to report that a payment returning the premium is now showing as pending in my bank account. I want to wait until it is confirmed before closing the complaint, however. Thank you.
Business Response
Date: 08/15/2024
I am writing with respect to your email to MassMutual Customer Relations dated August 14, ********************** # ********. You have asked that we provide a response to ****************** concerns. While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address ****************** concerns. Please be assured we will research ****************** concerns and address it directly with them. I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.
Initial Complaint
Date:07/23/2024
Type:Customer Service 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.
The purpose of this complaint is two-fold: 1. Against MassMutuals Customer Relation-Director 2. **** of diligent response and attention by the *** to my concerns as a long-time policy holder of Annuities, whom was initially contacted. In light of my various attempts at communicating my urgent financial concerns, for over two months, towards accessing my funds, and request for diligent and timely response and resolution for such, the customer relation and care divisions have, I am convinced, been delaying active, sincere, and satisfying response in a respectful and expedient manner. No doubt they are acting upon higher level managements instructions. To further explain, as a consequence of failed response, I have had a legal/demand letter issued to the ***, dated June 10, 2024, that in turn has been overlooked and deescalated, back to the customer relation which is not granted authority to assess the category of claim as mine. I am told that MassMutual Headquarters-the office of the *** maintains inaccessible. I continue seeking diligent effort on the part of the *** to help resolve my petition! And for him to keep in mind that I do not appreciate his lack of availability to the public he is supposed to serve. To be transparent and honest requires visibility, welcoming all concerns disregarding the nature of level of need. Should Mr. *** delay the completion of this long-overdue resolution, my finances would be subject to further disadvantage upon which reason I am requesting his involvement to discuss my options to make my funds available-to reach a satisfying outcome.
Business Response
Date: 07/24/2024
I am writing with respect to your email to MassMutual Customer Relations dated July 23, ********************** # ********. You have asked that we provide a response to *********************** concerns. While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address *********************** concerns.Please be assured we will research *********************** concerns and address them directly with *********************. I hope that this addresses your concerns. If you have any questions, or need additional information,please feel free to contact us at **************.
Customer Answer
Date: 07/24/2024

Complaint: 22031410

I am rejecting this response because:

Sincerely,

*********************
Initial Complaint
Date:05/20/2024
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.
I am writing to complain about Mass Mutual's handling of my 403B retirement account transfer, which I believe violates both our plan administrators guidelines and possibly IRS rules. I initially contacted Mass Mutual to arrange the transfer of my 403B account to a new provider, which was approved by our plan administrator, Omni. During the transfer process, I encountered numerous inconsistencies and obstacles put forth by Mass Mutual, leading to undue hardship and frustration. Specific issues: Unauthorized Transaction Reversal: After successfully transferring my retirement funds to a new provider, Mass Mutual without warning or my consent, reversed the transaction. This act was taken without any prior notification and is concerning both legally and ethically. Misinformation and Inconsistency: Throughout the process, I've received conflicting information from various representatives at Mass Mutual regarding my eligibility for the transfer. Despite multiple confirmations from the plan administrator, ****, that the prerequisites set by Mass Mutual were not required, they continued to deny the transfer based on erroneous criteria. Failure to Comply with Plan Administrator's Guidelines: The plan administrator has confirmed that none of the reasons provided by Mass Mutual (including an old defaulted loan) should prevent the transfer of my retirement funds. Despite this, Mass Mutual has repeatedly used these as grounds for denial. The entire ordeal has spanned over three months and involved at least ten phone calls, each met with inconsistent responses and unnecessary delays. This situation has not only halted my retirement planning but has also led to significant personal distress and confusion. This ordeal has forced me to seek legal counsel. I request BBBs assistance in resolving this matter to ensure Mass Mutual addresses their discrepancies and prevents similar issues for others. Thank you for your attention to this critical issue,*****************************
Business Response
Date: 05/20/2024
I am writing with respect to your email to MassMutual Customer Relations dated May 20, 2024 regarding ******** # ********. You have asked that we provide a response to ****************concerns.
While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address ********************* concerns. Please be assured we will research ********************************* concerns and address them directly with them.
I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.
Customer Answer
Date: 05/20/2024
Further information will be provided upon contact with Mass Mutual.
My complaint provided enough details.
Initial Complaint
Date:03/29/2024
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 surrendered 3 policies and kept 1. I have not received the payment owed for the 3 policies and am locked out of my account for all 4. I can't even pay on the one policy I'd like to keep. I was told by a supervisor that I wasn't who I am and she accused me of being someone else. I had to hang up on the call, even though I verified myself with all PII. I have never been treated so rudely and that female supervisor should be reprimanded. Please issue the payment for the 3 policies I surrendered and give me access back to my online account.
Business Response
Date: 04/01/2024
I am writing with respect to your email to MassMutual Customer Relations dated March 28, 2024 regarding case ID# ********. You have asked that we provide a response to ********************* concerns.
While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address ******************** concerns. Please be assured we will research ********************* concerns and address them directly with them.
I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.
Customer Answer
Date: 04/01/2024
I have called numerous times and spoken to several managers. If I could get somewhere with the company, I wouldn't need the assistance of the BBB. I am continually told they are "investigating" the problem. I have been told different reasons as to why they will not issue the money for the 3 surrenders. I have attempted to resolve those issues without closure. I still don't have any answers on why I cannot access the online portal to pay for the one police I would like to keep. Again, I am tired of calling and speaking to managers and getting nowhere. I need the BBB to help me resolve this. I have been paying on these policies for 40 years and am concerned at this point that I'll need to contact my *********************** or the **** of ******** Affairs.
Customer Answer
Date: 04/23/2024

Better Business Bureau:

BBB called and spoke to the consumer, and they have confirmed that the business did reach out to them, and the matter has now been resolved.
Initial Complaint
Date:03/07/2024
Type:Customer Service 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 had long-term life insurance policy with MetLife. They sold it to MassMutual in June 2023. They are giving us conflicting information about the policy including the value if we would pass away. They are trying to charge me $333 a month to keep the policy up to date. They told us the policy is paid up now. I am not sure why they are still taking money out. They are requesting $1106.21 in order to regain coverage. They have been taking money out the account each month. We don&#**;t want to pay money we don&#**;t need to pay, but we don&#**;t want to lose our insurance we accumulated over our life time. Please call and explain these charges.
Business Response
Date: 03/08/2024
I am writing with respect to your email to MassMutual Customer Relations dated March 8, 2024 regarding case ID # ********. You have asked that we provide a response to ************************* concerns.
While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address Martin S************ concerns. Please be assured we will research Martin S************ concerns and address them directly with them.
I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.
Customer Answer
Date: 03/12/2024

Complaint: 21400955

I am rejecting this response because:
Please be advised as of last Friday we received a check min the amount of $333 which they took out . We were told that we had a paid up policy and the amount of that policy would be xxxxxx number of $'s but we have gotten like 3 of 4 different amounts from different people. So we don't really know what the exact amount of the policy will be. All we need is a final amount to be paid upon my death.
you may reach us at:( ***********************) *********************************** the ** # is 21400955
THANK YOU.

Sincerely,

***********************************
Business Response
Date: 03/20/2024
BBB has received notification from the business that a response to the matter was sent directly to the consumer, and at this time the matter should be resolved.
Customer Answer
Date: 03/22/2024

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:02/06/2024
Type:Billing 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.
Not receiving a monthly distribution from my Annuity as requested.. delays in wire transfer.
Business Response
Date: 02/06/2024
I am writing with respect to your email to MassMutual Customer Relations dated February 6, 2024 regarding case# ************ have asked that we provide a response to *************************** concerns.
While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address *************************** concerns. Please be assured we will research *************************** concerns and address them directly with them.
I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.

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Massachusetts Mutual Life Insurance Company is NOT a BBB Accredited Business.