ComplaintsforJackson National Life Insurance Company
Insurance Services Office
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Complaint Details
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Initial Complaint
08/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I called to check on several policies that this company held in my name. Upon given the values on them I decided to surrender because I didn't need five policies and I could use the money. Upon submitting the forms for one policy that was (a ******** Life insurance policy ) supposed to be worth $750.00, I only received a check for $294. Had I been informed of such I wouldn't of cashed it out. That little bit wasn't worth my time or effort. And what happened to the rest I was told about? They keep it for their own, of what! I think there is some other stuff going on with this company as all five policies were paid in full yet one was never located and another was said to have lapsed.Business response
08/29/2024
Thank you for contacting us. Jackson is committed to providing the best possible customer service to its policyholders. We will contact the consumer directly to address their concerns, and inform them that they may share the response with you at their discretion.Initial Complaint
08/26/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
We have 2 accounts with Jsckson Life which has worked great in the past years. My wife has an illness and we have tried to setup a monthly withdrawal to pay bills. We tried to set it up in July ******************************** August 2024. We were then told it would start in September 2024. In the mean time two monthly withdrawals were done in August 2024? I contacted our agent who told us the withdrawals would start in October 2024. I informed agent this was not acceptable as we had scheduled payments set up for September 2024. I received a text on August 20th saying monthly withdrawals will start in September as requested in last correspondence. On August 26th we received a letter from Jackson Life the monthly withdrawals are set to begin on October 7, 2024! We have lost trust and faith in this company and are exploring options to close and move accounts to another **********************.Business response
08/27/2024
Thank you for contacting us. Jackson is committed to providing the best possible customer service to its policyholders. We will contact the consumer directly to address their concerns, and inform them that they may share the response with you at their discretion.Initial Complaint
08/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My mother passed away on March26,2024. She had a policy with Jackson for more than 32 years. The amount she paid them was more than the value of the payout. We started the process of the claim 3-4 days after her passing. We have sent multiple sets of documents to them and so has the funeral home. They are constantly asking for more documents including what has already been sent to them. It has been almost 5 months now and we are still waiting for a check. My brother is the beneficiary and has been sending them everything they are asking for. We dont know what else to do. We just want our money.Business response
08/08/2024
Thank you for contacting us. Jackson is committed to providing the best possible customer service to its policyholders. We will contact the consumer directly to address their concerns, and inform them that they may share the response with you at their discretion.Initial Complaint
05/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Unresolved
Sent Jackson life Ins. company copies of ins. policy with death certificate over a month ago by certified mail. After calling them that they received the info. Now a month later they claim they can't find it. This company has done everything to not pay out on this policy. They ONLY do business by mail not e-mail or anything with a computer. What company does not use computers.Business response
05/30/2024
Thank you for contacting us. Jackson is committed to providing the best possible customer service to its policyholders. We will contact the consumer directly to address their concerns, and inform them that they may share the response with you at their discretion.Customer response
06/04/2024
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
I sent a copy of policy #******* a copy of the death certificate to them & they lost it. They have noy responded that they fou4nd itInitial Complaint
05/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I've been attempting to cash out a life policy with them for almost three months now.A name change form was faxed to them by me on March 22,2024 The name change document is required before the policy can be surrendered.As the policy was issued many years ago,my name is different now than upon issuance.The original policy name is ***********************************,and I am now *************************************.I provided them ,by fax,two forms of ID as requested to proceed with the name change.The policy number is 0001474930.I have made numerous calls to get resolution on this,and why is it taking so long,and why do they not contact me?They continue to collect premiums,however..Business response
05/08/2024
Thank you for contacting us. Jackson is committed to providing the best possible customer service to its policyholders. We will contact the consumer directly to address their concerns, and inform them that they may share the response with you at their discretion.Initial Complaint
04/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We invested ****** dollars on an annuity that matured after 10 years in January, we collected ****** dollars from them and now they are telling us that they made a mistake to send us that money and that they want their money back or else they would send a collector. We first got a phone call and yesterday we got a registered mail telling us that they made a mistake. I think we are being conned, we are two elderly people that worked very hard for our money and we think that somebody wants to take advantage of. We will appreciate any help.Business response
04/12/2024
Thank you for contacting us. Jackson is committed to providing the best possible customer service to its policyholders. We will contact the consumer directly to address their concerns, and inform them that they may share the response with you at their discretionInitial Complaint
04/02/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
My problem is that I requested a life insurance surrender form starting in February 22nd 2024.I have been paying on this policy for almost 20 years so I called on 2/22/2024 to request the proper form to cancel and receive cash balance. I was told they would mail it to me. This never happened. I called a couple more times and they said they sent the forms. This never happened.On 2/29/2024 I located the forms on the internet and mailed them. They received them after I called again and said I must have the forms notarized. So I completed the forms once again, had them notarized and mailed certified on March 11, 2024.Called them 3/18/2024 they verified the tracking number and said "not yet received".Called them 4/1/24 they say I must provide notarized form.I went to *********** tracking on internet and it says:"item forwarded to different address at 8:06 am on April 1st 2024 in Jacksonville, ********. This was because of forwarding restrictions or because the address or zip code on the label was incorrect."This is false because i taped the address given by them directly on the envelope.My complaint is that I'm feel I am getting the run around because they may want to delay or worst not honor this surrender policyBusiness response
04/09/2024
Thank you for contacting us. Jackson is committed to providing the best possible customer service to its policyholders. We will contact the consumer directly to address their concerns, and inform them that they may share the response with you at their discretion.Customer response
04/12/2024
[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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*************************
Since the original filing the company has performed what was required of them. The complaint can be terminated.
Initial Complaint
03/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Correspondence from Jackson National Life Insurance Company was disrupted by mailbox theft and other problems that occurred in the past year or two. The agent and beneficiary for this account received a delayed notification letter in February describing benefits and the required materials to submit. Documentation concerning a fiduciary bad actor with mental illness and legal documents that were altered unlawfully were mailed back to the office as the cause of unexpected delays. Authorities were notified that mailbox and/or package theft had occurred at the address and a local attorney was consulted. A meeting was held with a local bank branch manager last month to review earlier misconduct that disrupted a bank account and try to determine what was expected of the beneficiary for this claim. A letter was submitted in early March that included the statement, verification and certification as the company requested. **************** could not be reached by phone and the corresponding website account is not accessible. Jackson National Life Insurance Company has received numerous complaints of this nature and we are already working actively to resolve similar delays at other financial institutions. Please help us reach a more responsive agent at ********************* who will acknowledge the circumstances involving fiduciary misconduct, unforeseen mail delays and wrongdoing are beyond control and provide clear and concise instructions to process and fulfill this beneficiary claim without further delay.Business response
03/13/2024
Thank you for contacting us. Jackson is committed to providing the best possible customer service to its policyholders. We will contact the consumer directly to address their concerns, and inform them that they may share the response with you at their discretion.Initial Complaint
12/14/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
My father had a policy with Jackson National Life Insurance. My mother is the beneficiary. We contacted the insurance company, when my father died, and they asked for documentation. We sent the initial round of documentation and they stated they needed additional information - marriage certificate. We went through several rounds of providing documentation. We then received a letter stating the policy indicated the recipient was to the estate of my father and not to my mother. We provided documentation showing this was not the case. They stated we had to fill out one more form which we did. I waited a week before contacting them asking about the status of the claim. I was told over the phone that everything was in order and my mom should receive a check within **** business days. No check. Called them back and they said they needed further documentation. There seems to be a pattern of deceit with this company and I wonder if they are doing this to other people. My mom is 95 years old and this has been a very traumatic process for her to go through. These issues have been going on since June ****.Business response
12/15/2023
Thank you for contacting us. Jackson is committed to providing the best possible customer service to its policyholders. We will contact the consumer directly to address their concerns, and inform them that they may share the response with you at their discretion.Initial Complaint
11/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Jackson National refused to reimburse for assisted living expenses and up charges due to extra care needed .My mother purchased a long term health insurance policy from Jackson National insurance in **** for $1592.27 for 10 years. She moved from independent living into assisted living and needed hands on help with medications, prompting to eat, incontinance issues etc as well as cognitive issues The documentation from the facility (Somerby Living) indicated she met the ADLs for coverage, however Jackson National refused coverage. Her accrued benefit was approx $380,000.Business response
11/07/2023
Hi, thank you for contacting us. The Companys privacy procedures do not allow the sharing of confidential information with unauthorized individuals or entities. Therefore, Jackson will respond directly to the customer regarding their concerns.Customer response
11/25/2023
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:] Jackson Natl continually requested the same information over and over during the claim process. Due to COVID employee turnover, they got variation in answers and terminology that they used to reject coverage fo my over 90 yr old mother in assisted living, blatant elderly abuse.
Regards,
***********************
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Customer Complaints Summary
45 total complaints in the last 3 years.
19 complaints closed in the last 12 months.