Business Profile

Insurance Services Office

Massachusetts Mutual Life Insurance Company

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Services Office.

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:01/10/2023
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 recently liquidated an annuity in order to purchase a home. The lender is requesting 1) a letter (email) stating account is now $0.00 and closed and 2) a year-end account statement for 2022. These are required by the lending institution providing my mortgage to purchase my home. When there were still funds in the account (well over $65,000.00) I was able to access my online account and to call Mass Mutual. Now that I no longer hold funds in my account with Mass Mutual they have: A) Seem to have blocked online access to my account as the online response to my many attempts is "There is a problem-Please try again in 24 hours", which, is ongoing from last Thursday. Also, B) My lender has tried, the mortgage company has tried and I have spent many hours trying to speak with someone/anyone at Mass Mutual. To no avail. My original request to liquidate my account was emailed to Mass Mutual with a request liquidation date of 02JAN2023, utilising Mass Mutual's Form as supplied to me by them. The sale of the funds in my account was completed, I believe, on 05JAN2023. To date, I have never received any communication or confirmation regarding this transfer of funds into my checking account with ** ******* *****. As far as the lender is concerned they have no acceptable form documentation confirming where I acquired this money. My bank account does show a wire transfer from Mass Mutual but that is not sufficient. I cannot close on the purchase of my house now due to lack of traditional banking institutional documents regarding origin and transfer of funds. This was made clear to Mass Mutual in at least three telephone conversations when I did get someone at Mass Mutual on the line. I have since sent numerous emails and spent many hours trying to reach someone to help me. The second source of my funds to purchase my house has sent numerous emails detailing confirmations of requests for money transfers and then confirmations of all completed money transfers,
Business Response
Date: 01/10/2023
I am writing with respect to your email to MassMutual Customer Relations dated January 9, 2023 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 him.
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: 01/11/2023

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:01/02/2023
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.
In 2019 ****** ******* signed me up for a 401k without my authorization. when I found out I immediately canceled it. but they had already taken out $185.00. and when i tried to get the money back, they told me that you can't get it back until you turn 59 years old. and now i'm 59 and when i tried to retrieve it, they say i have nothing.
Business Response
Date: 01/10/2023
This communication is acknowledgement of the correspondence you sent to, and was received by MassMutual. We have reviewed it and determined that Mass Mutual doesn’t recordkeep for the plan, please contact the employer to obtain the recordkeeper information.
Initial Complaint
Date:12/07/2022
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.
This past April, 2022 I received a letter from Mass Mutual stating that my term life insurance policy #******** was approaching the 20 year term on May 28, 2022. I contacted Mass Mutual to get information on converting to a whole life policy. *************************** called me back and gave me information about converting to a whole life policy. I purchased the whole life policy #******** in May, 2022 and asked to have the original policy terminated. I was told the policy may overlap, but that I would be refunded that money. On October 24th my husband questioned why there were 2 withdrawals per month from our checking account for Mass Mutual. It was then that I realized that the first term life policy had not been terminated as requested. I have contacted ***** on several occasions since then trying to get this resolved and get the term life premiums returned. She agreed that my intention was to terminate the term life policy, but I have not gotten any satisfaction regarding the return of my money. Most of my calls have not been returned and when they were returned I was promised quick responses and action, neither of which I got. The premiums withdrawn from our account since May amount to $925.50 and I would like that money refunded immediately.
Business Response
Date: 12/07/2022
I am writing with respect to your email to MassMutual Customer Relations dated December 7, ********************** # ********. 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 her.
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:11/04/2022
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.
What Mass Mutual promised us, we would come to find out was a series of lies that would leave us owing them hundreds of thousands of dollars, instead of them owing us that. I cannot stress how important it is that when you are looking for life insurance, you RUN away from Mass Mutual as fast as you can. My husband and I set up life insurance plans over two decades ago. During our initial conversations, they showed us what our projected income would be at retirement. In addition, hey showed us what our guaranteed cash surrender value would be and that we would not have to pay premium, because our dividends would cover it (which we have on recording). Now, Im 70 and ready to retire and cash out on our policy, but Mass Mutual is coming back to us saying that we owe THEM close to half a million dollars, because we didnt pay our premium, even though we have it on record that this was them who told us to do it. Moreover, the guaranteed cash surrender value was of what was promised at the time of sign up. So, now not only have LOST what we thought we had to retire with, but they are saying we need to pay them.If you are looking for a life insurance plan, look elsewhere. You wont find out how crooked they are until its too late. If you are currently using Mass Mutual, look at your plan NOW, do not wait. Do not let them screw you over the same way that they did us. They are doing nothing to work with us or try to rectify their mistakes. They would not return my calls. Its absolutely crushing for myself, my husband and for my family. WE are currently reporting them to all state and Federal agencies.
Business Response
Date: 11/04/2022
I am writing with respect to your email to MassMutual Customer Relations dated November 4, 2022 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 her.
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:10/17/2022
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.
Hello,I would like to submit a complaint against Mass Mutual insurance regarding my issue of not having the face value of my active policy increased. I have been waiting months for this to be resolved as I submitted the request some time ago. My policy number is *********. Please help me resolve this matter. Thank you,*************************** ************
Business Response
Date: 10/17/2022
I am writing with respect to your email to MassMutual Customer Relations dated October 17, 2022 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 her.
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: 10/17/2022

Complaint: 18227114

I am rejecting this response because:

Sincerely,

***************************
Customer Answer
Date: 10/17/2022
What clarification do you require? Thank you. Annette
Initial Complaint
Date:10/11/2022
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'm a veteran attempting to close on a VA loan on a new house. One of the VA underwriters' demands is for me to establish and show documentation of monthly withdrawal from Mass Mutual. Loan was supposed to close October 11. That can't happen now due to Mass Mutual negligent inaction.I spoke with Mass Mutual Customer support ************ on Wednesday September 21, 2022. They sent a PDF document and instructed me how to complete. I returned completed form by email same day. In addition to establishing the monthly withdrawal I requested a letter documenting the monthly withdrawal and the amount for proof to be provided to my underwriters.I gave Mass Mutual 7 days, as requested, but i didn't have the email with the letter so i called on Wednesday September 28. I was told by the support person they entered request for the document and i would receive it in "a day or so". I still haven't received confirmation. I called again on Friday the 30th and every day this week and again was told they entered the request again and repeated the day or so line.Additionally, I saw the withdrawal hit my account on the 3rd and it was incorrect. I informed Customer Support but they again said they would submit it somewhere.I've talked to managers and am told there is nothing they can do to escalate this situation. All they do is repeat the steps that haven't worked in 2 weeks.I will miss my closing date October 11 because of Mass Mutual's action. I have to cancel traffic plans incurring loss and could possibly lose earnest money. I need someone at Mass Mutual with power to cut through this cult of inaction
Business Response
Date: 10/11/2022
I am writing with respect to your email to MassMutual Customer Relations dated October 11, 2022.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 his concerns. Please be assured we will research Mr. ********** concerns and address them directly with him. 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: 10/11/2022

Complaint: 18186754

I am rejecting this response because:
Just more stonewalling. Instead of offering help they site some technicality to avoid providing a soution and instead provide same old unproductive phone contact.
Sincerely,

***************************
Initial Complaint
Date:06/29/2022
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 purchased a life insurance policy from MetLife in ****. Mass Mutual bought Metlife's book of business. When they took over they changed the customer website. When I recently logged in for the first time they were missing two of the policies I purchased from Metilfe even though they are still in force. I was able to get information on one of the policies but they refused to give me the policy number so I could have it added to my online profile. I am trying to get all of my important information in one place for my children. I gave them all of my information and they still refused to give me the number. They did not provide any reason for the refusal. This happened despite the fact that I am the owner of the policy, the insured on the policy, as well as the writing agent. I was employed by MetLife in ****. I have even attempted to get the information from former colleagues but they cannot get it either. They monthly premiums are still drafted from my bank account each month so I know it is in force.
Business Response
Date: 07/06/2022
Please see MassMutual's attached response to the BBB regarding Case #********
Initial Complaint
Date:06/20/2022
Type:Billing 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 was paying for a life insurance policy for my ex-wife. The policy was surrendered in January 2022. MassMutual continued to withdraw the monthly premium for the surrendered policy through to May 2022. When I complained and sought resolution they only refunded me the premium for the month of May. They refused to refund the months of January, February, March and April. They gave no rationale for this even though they acknowledged the policy had indeed been surrendered in January.
Business Response
Date: 07/05/2022
I am writing with respect to your email to MassMutual Customer Relations. 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 **** Kirby's concerns. Please be assured we will research *********************** concerns and address them directly with him.
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: 07/05/2022

Complaint: 17440985

I am rejecting this response because: MassMutual have rejected the Better Business Bureau as a third party mediator. That leaves a consumer with no recourse but to be subject to MassMutual's own compliance officer. Essentially, consumers are in the position of only being able to make a complaint directly to the business... You can see the obvious flaw in that: it leads to self regulation, which is no regulation at all.

Sincerely,

*******************
Business Response
Date: 07/14/2022
Hello:
This case has been closed as of 7/11/2022 and the client's concerns have been addressed by MassMutual.
Thank you,
*********************************
Customer Answer
Date: 07/14/2022

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:06/15/2022
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.
Reference: Policy No,: ******* - Massachusetts Mutual Life Insurance Company Policy Name: **************************************** ---------I have requested repeatedly within the last few months that Mass Mutual stop invoicing me for what I do not owe. I recall the policy was cancelled years ago, and I have not heard from Mass Mutual in more than 10 years until recently. I thought it was a scam receiving a **** more than 10 years later and contacted the Georgia Insurance Commission who just submitted paperwork from Mass Mutual to me but could not resolve the issue. It appears to me that Mass Mutual is attempting to harass me into paying for a policy that I do not owe and for some strange reason decided to contact me more than 10 years later. The policy application referenced and completed is not my handwriting. In addition, I contacted the customer service center to cancel the policy and not request any loan payoff quote. So, any statement made to indicate this is untrue. Mass Mutual for some reason waited until I reached a certain age more than ******************************************************* into paying on a policy that I do not owe. Furthermore, the last contact from Mass Mutual was in June 2010, to a divorce attorney who requested any information on any outstanding debt and nothing was submitted from them. At this point, Mass Mutual should stop contacting me. The method in which Mass Mutual is attempting to collect from me is unethical and preys on the elderly. I am requesting that Mass Mutual cease from sending me any communication and billing me for a premium that I do not owe.
Business Response
Date: 06/16/2022
I am writing with respect to your email to MassMutual Customer Relations dated 6/15/2022. regarding case ID ********.. You have asked that we provide a response to ***** Halls 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 ***** Halls concerns. Please be assured we will research ***** Halls concerns and address them directly with her. 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: 06/16/2022

Complaint: 17427747

I am rejecting this response because: this company continue to harass me after I requested that they stop and what they are doing is what I consider to be "fraud".

Sincerely,

*******************
Business Response
Date: 06/24/2022
I am writing with respect to your email to MassMutual Customer Relations dated 6/23/2022, regarding case ID ********. You have asked that we confirm whether or not we have contacted ******************* regarding her concerns. A response addressing **************** concerns was sent to her on 6/24/2022.
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: 06/27/2022

Complaint: 17427747

I am rejecting this response because: I only received a **** on a policy that I do not owe even after requesting that they stop on numerous occasions. There has been no communication from Mass Mutual in more than 10 years until the last few months with only a ****. As I indicated previously, I thought it was a "scam" because I had not heard of Mass Mutual in more than 10 years. This company strategically waited more than 10 years, created and resurrected information recently to their advantage, and started billing me. They indicated that I owe on a policy that was cancelled with the hope that I could not remember what had transpired. This was done on purpose by Mass Mutual and this insurance company waited until I reached a certain age and decided to harass me into paying for something that I do not owe. It is an insult that they would think that I would be "so stupid" that they can "scare" me into paying on something I do not owe. I consider their actions "fraudulent" and this insurance company should be investigated for this practice. Based on this experience, I have learned that this company will "lie, cheat and steal" to force an elderly person into paying for something that they do not owe. I am also certain that they "prey" on others in this manner. Their tactics to intimidate and attempt to scare me will not get them anything. If I cannot get this them to stop, I will also report them to my State Senators for investigation. Mass Mutual needs to leave me alone and stop contacting me.

Sincerely,

*******************
Business Response
Date: 06/27/2022
I am writing with respect to your email to MassMutual Customer Relations dated 6/27/2022, 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 have thoroughly and objectively reviewed *********************** concerns and addressed them directly with her.
I trust this addresses your concerns. If you have any questions, or need additional Information, please feel free to contact us at **************.
Initial Complaint
Date:06/07/2022
Type:Billing 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 purchased an $800,000 Fixed Annuity Contract # ********* with MassMutual (MM) on April 08,2022 at ****% interest rate for three (3) years. On April 28th, MM approved the contract and on April 29,2022 withdrew $800,000 from my account to fund the contract. Almost simultaneously, MassMutual raised their fixed rate to ****%, so per their 30 day Free Look Policy, I canceled the first contract and entered into a second Contract # ********* on May 05, 2022 at the higher ****% rate. Both contracts were suppose to have monthly payment dates of the 9th of each month and the funds were to be wire transferred into my Fidelity Brokerage Account. A Voided Check was submitted for verification of account/routing numbers. When no payment was wired into my account on May 9th, I began to ask questions, but only got vague answers that payment was on its way. After a few more days of ****** and still no payment, I officially canceled the second contract on 5/13/2022 again within the 30 Free Look period. Ironically, erroneously MM processed the first payment of $468.53 as written check which arrived on May 14, 2022 via ***** It was too late. My trust in MM had vanished.Per MM's contract terms, upon written notice within the 30 day Free Look period, they will refund the contract purchase price in full (less any payments made) within seven (7) calendar days. That window expired on 5/20/2022. As a result, MM has been in default on their contract for the past 17 days...and counting. Despite almost daily ************** from both Fidelity and myself, MM has failed to return my $800,000 and only offers continued false promises of repayment. I request the immediate refund of my original $800,000 contract payment, plus $67.95/day in interest for each and every day MM remains in default. ($800K x .0310/365 days = $67.95/day) As of today, that's 17 days x $67.95 = $1,155.15. (NOTE: The $468.53 mailed check remains uncashed.)
Customer Answer
Date: 06/20/2022

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.
To whom it may concern,

This email is to notify the BBB that Complaint ID #******** has been resolved to my complete satisfaction upon receipt of Massachusetts Mutual Life Insurance Company's settlement check # ********** for $1,315.07 dated June 13, 2022. Funds were received and deposited into my Fidelity checking account on 6/17/2022. Please close your BBB file. No further action is requested.

I thank the BBB for its prompt attention and professional handling of this matter.

Sincerely,

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

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. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Customer Answer

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