Complaints

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:04/02/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 policy

  Business Response

  Date: 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 Answer

  Date: 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

  Date:03/20/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Jackson Natl Life Insurance Company is almost 3 weeks late providing a disability check for me this month. I have called repeatedly and have gotten various explanations which prove to be false. I was told there was a new vendor involved and it was their fault. After three weeks the company promised to send me my checks by overnight mail and told me when to expect them. The checks never showed up. Further conversations revealed that the checks were never sent by overnight mail, but by snail mail. I have telephoned repeatedly and spoken to unemployed whose last name is ******* His first name is ******** I told him I wanted the checks direct deposited in my account. He stated that was impossible. i’ve been asked him if all the employees got paper checks. No answer. I’m very frustrated with this company and the way my complaints have been handled. I paid all of my insurance premiums in a timely fashion. I was never late. There would’ve been great consequences. Had I been late. There seem to be no consequences for this company.

  Business Response

  Date: 03/21/2024

  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 Answer

  Date: 03/29/2024

  [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,
  
  *** ***** ****

• Initial Complaint

  Date:03/13/2024

  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.

  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

  Date: 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

  Date:12/14/2023

  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.

  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

  Date: 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

  Date:11/06/2023

  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.

  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

  Date: 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 Answer

  Date: 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,
  
  ***********************

• Initial Complaint

  Date:08/29/2023

  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.

  My mother, ********************************* had a life insurance policy with Jackson National Life Insurance Company (she passed away on June 11, 2022). **** first sent out a notice to my younger sister asking for information in order to process the claim. However, my oldest sister is my mother's ***** of ******** and sent in the required documents. Then, I received an additional notice, my younger sister received another notice, and my oldest sister received another asking for the same documents again. Now, I am receiving a final request from them saying that if they do not hear back withing 30 days from the date of this letter (August 15, 2023), the unpaid death proceeds will be placed in their unclaimed property account and after due course (??) will be escheated to the appropriate State Treasury for retrieval from that State Treasury. My oldest sister did attempt to call **** and after several tries was able to contact someone who could not tell her the amount of this claim. Policy number ********. Most recent correspondence number ********.

  Business Response

  Date: 08/30/2023

  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 Answer

  Date: 08/30/2023

  [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:
  
  The response is not helpful as your company is not able to share info even with the proper overseer of my mother's estate- my sister, ********* ***********************.  

    *********************

• Initial Complaint

  Date:08/01/2023

  Type:Order 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 father-in-law purchased a Whole Life Insurance policy in CA and he still lives in ** state. Since he is old age, the children took over the ownership and payment for the policy. The policy has a death benefit of ****** with a quarterly premium of $492. Last year, the premium went from $492 to $450.62. We have been paying the $450.62 for the last 11 months. Yesterday, we received a policy lapse notice that the policy has ended. We called Jackson National Life to get a better understanding of what has gone wrong. We had to talk to two reps to get enough information to understand. Apparently, there are two types of increases to the premium: the cost of insurance and the lack of cash value to cover the cost of insurance. There was an increase back in February 2023 and we did not receive notice about the increase. We were paying the $450.62 and there was a negative built up in the policy each month. By July 16, 2023, even with the $450.62 we were paying, there was not enough money to keep the policy enforce. We were $535.40 in the negative. We asked why weren't we notify about the rate increase. The representative advised that the company does not send out notifications. It is up to the policyholder's responsibility. I believe this is a violation of the insured and policy owner's right to be informed about changes to their policy affected by the company. Now to reinstate the policy, we are required to pay $2,032.49 and submit a reinstatement request application. The letter advised that he may or may not get approved. Even if we paid the reinstatement amount, he could still lose his coverage, which we have already paid $47,407 up-to-date. Since we were not notified of the rate increase, we didn't know to add the increased premium amount, which resulted in the policy lapse.

  Business Response

  Date: 08/02/2023

  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 Answer

  Date: 08/10/2023

  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:
  
  The business has not reach out to me as they have said on their response. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our mother passed on February 8, 2023. The funeral home filed a claim on the insurance policy approximately May 12th. They sent in all necessary documents including my marriage certificate and copy of drivers license and my sisters. The funeral home called the insurance company May 31st and the company claimed they received the packet the day before. I called the insurance company on June 1st. I was told at that time that they had all pertinent documents and should issue a check in 5-7 business days. My sister received a letter dated June 5th requesting her marriage certificate. When she called, she was told that the letter was sent in error and they had all documents. On June 15th I also received a letter dated June 5th requesting my marriage certificate. Mind you, I had been told on June 1st they had it and my sister had also been told that they had all necessary documents. I called on June 20th and was told they didnt have my marriage certificate to which I called the gentleman a liar and proceeded to explain to him that if we didnt have payment within 7 business days, a complaint would be filed. He responded he would call the funeral home, which he did not do. The funeral home contacted them a few days later, as did I, and were told the file was processing and checks would be mailed in the next few days. Its now July 6th and the funeral home and the beneficiaries have received no money.

  Customer Answer

  Date: 07/14/2023

  I did receive my check FINALLY last week. BUT it was sent to my previous address after they had sent me correspondence at my current address so I feel it was done maliciously. They had my current address and had been advised it was my current address and had sent me mail at that address so why would they send my check to a different address? 

• Initial Complaint

  Date:04/28/2023

  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 husband and I had a long-term life insurance policy with Jackson National Life. Mid-Feb I started contacting Jackson because my husband had a stroke on 12/30 and we needed care for him when he came home. This was mid-Feb and it is now the end of April. Every time we inquire about OUR MONEY we get another letter saying they need this or that. We want our payout because I have to use it for long-term care. How can a company NOT work with its customers to give ** OUR Money? Every time we inquire when we receive payment, there seems to be another form to fill out, or more information is needed from the caretaker company. Jackson National Is a scam company and I am begging to believe this is a Ponzie scheme.

  Business Response

  Date: 05/01/2023

  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 Answer

  Date: 05/02/2023

  [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:

  The company stated they could not respond except to the customer, I am the customer.  They stated The ********************* 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. 

   

  There is NO confidential information, I want my money.  I am the authorized individual and just looking to get the money I need to take care of my husband. They are just looking to get out of this.  

  
  Regards,
  
  *****************************

• Initial Complaint

  Date:04/11/2023

  Type:Order 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.

  On January 22, **** I purchased a $250,000 life insurance policy on myself from CNA, now Jackson National Life Insurance Company, naming my wife. *************************, beneficiary, Policy #VILM016964. On November 30, ****, my wife signed my name to a Company ViaChoice form believing that she was signing for an ADDITIONAL 25 years of coverage. The policy was then extended to a term of 30 years at an annual premium of $2772.04 paid quarterly. THIS EXTENSION WAS ACKNOWLEDGD AND CONFIRMED IN JACKSON'S LETTER TO ME DATED JANUARY 5, ****. IN ADDITION, MY WIFE CONTACTED JACKSON' CLIENT SERVICES CENTER AND SPOKE TO SERCIVE AGENT ******* WHO CHECKED THE RECORDS AND DISCOVERED THAT MY POLICY WAS EXTENDED T0 30 YEARS WITH THE PRESENT PREIUM CONTINUED.. On November 22, 2022 I received a letter from Jackson stating that my premiums would increase to $5,562.45 per quarter. That's an increase of 700%. Jackson again reiterated in their letter to me of December 22, 2022 that the January 5. **** letter misquoted the level period of 30 years in error. That error notification came to us 17 years after the fact. This policy was our nest egg insurance for my wife should I predecease her. We are retired living on Social Security and a small pension.

  Business Response

  Date: 04/11/2023

  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 Answer

  Date: 04/12/2023

  [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 has repeatedly refused to honor their commitment as evidenced in their letter to us of January 5, **** to extend my insurance policy to 30 years without an increase in premium.  This action  was further confirmed by their customer service representative by telephone.  .  In December 22. 2022 Jackson communicated to me by letter that the January 5, **** letter was misquoted in error for the 30 year term.  That's 17 years after the fact.  The also wanted to increase my premium to $5,562 per quarter an increase of 700%'  I fell they should honor their commitment
  
  Regards,
  
  ***************************