ComplaintsforBrighthouse Financial

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Initial Complaint
08/13/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Mu sister passed away earlier this year. While trying to file the life insurance Claim, the beneficiary was my mother who passed away 4 months prior. I called Metlfie and transferred to Brighthouse. I was told to fill out forms and send back and I did. Received a letter asking to forward to my father who passed away 23 years ago. I called for clarification on what to do and was told that an escalation manager would email/call. 3-4 weeks have passed, no response. I called again today, 20 minute hold to speak with a manager, after another 10 minutes on hold, was told its too late in the day, callback again. This is illegal the way I am being treated.
Business response
08/21/2024
This email will serve to inform you that keeping policy owner information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to policy information to the policy owner. We are allowed to disclose information only as authorized in writing by the policy owner or as otherwise permitted by law. Thus, we are unable to provide any details on the product in question, but this matter is being addressed with the complainant directly.
Customer response
08/21/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. ******* called me and was wonderful in helping me for a fast resolution. Big Thank You to ******* and everybody else involved.

Thank you.
Initial Complaint
08/09/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My client, *************************, the beneficiary of a life insurance policy with Brighthouse Financial, **** (Brighthouse). Our firm, ***************** represents ************************* regarding disbursement issues following the death of the policyholder, **********************. The Policy lists ************************* as an individual beneficiary and the *************************** where ************************* is the trustee (collectively, Beneficiary).After the death of Mr. ********** Brighthouse sent a check to the Trust on December 29, 2023, for $85,971.77 and issued a 1099 in the same amount. Upon Brighthouse demand to return the amount paid, The Trustee complied and returned a check on February 20, 2024 for $85,971.77. Subsequently, Brighthouse sent checks to the Trust for $156.57 and to the Individual for $5,647.75.Our firm and the Beneficiary have been trying to resolve the discrepancy in the payout amounts. We have repeatedly requested the following documents:1.A statement showing the balance in Ys account at the time of death (Document 1).2.A detailed report of all amounts disbursed to all beneficiaries (Document 2).3.Corrected 1099 forms for the 2023 distributions (Document 3).Despite our efforts over the past six months, Brighthouses customer service has been uncooperative. Initially, Brighthouse required a DC-THRDPRTYAUTH-DXC form, submitted on June 19, 2024. When we followed up, Brighthouse said it was insufficient. They then requested a signed letter from the Trustee and Individual, which was sent on May 30, 2024, but was again deemed insufficient. On July 11, 2024, we provided a more detailed Authorization Letter, yet Brighthouse still refuses to communicate with us.Brighthouse now insists that only the Beneficiary can request the documents by phone. However, the Beneficiarys attempts to contact Brighthouse have been unsuccessful. The customer service experience has been abysmal, with inconsistent information from different agents, causing frustration.
Business response
08/13/2024
Thank you for bringing this to our attention. We will address this matter with the complainant directly.
Customer response
08/13/2024

I am rejecting this response because: No response was provided! Please upload the response from the business. All I see is the letter from BBB that the business responses, but no actual response form the business.

Business response
08/20/2024
We are still investigating this matter an plan to provide a substantive response to the customer as soon as our review is complete. I will email the customer to inform them of the same.
Initial Complaint
08/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We opened up our life insurance policy in 2010 with met life. Brighthouse Financial bought out the life insurance portion of MetLife and mass mutual manages the life insurance. I spent two weeks calling brighthouse trying to obtain a copy of mine and my husbands policies as I believe our term insurance is coming to and end. When brighthouse took over we were not provided an agent. Bright house informed me that I needed to find a mass mutual agent to help but they could not provide a list of agents for me. After finally finding one about 45 minutes from my home they informed me that they also dont have access to our account and that they get so many phone calls per week from people with the same issues. I called brighthouse again and asked how can I obtain a copy of my policy. They informed me that I needed to write a letter requesting my policy and why I need it. I did that approximately one month ago and I have not heard anything back. I have been paying them a monthly premium each month for my husband and I for our policies for 14 years now. I just need help obtaining a copy of my policy
Business response
08/09/2024
This email will serve to inform you that keeping policy owner information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to policy information to the policy owner. We are allowed to disclose information only as authorized in writing by the policy owner or as otherwise permitted by law. Thus, we are unable to provide any details on the product in question, but this matter is being addressed with the complainant directly.
Customer response
08/09/2024

I am rejecting this response because:

I have sent a formal written request for my policies that I pay for monthly. I have not received my policies or any communication regarding my letter. I did however receive an email from their support team once they received the complaint from the BBB. I have provided them our policy numbers and am waiting for a response. I would like to keep this claim open with the BBB until my issues if fully resolved.

Business response
08/20/2024
This email will serve to inform you that keeping policy owner information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to policy information to the policy owner. We are allowed to disclose information only as authorized in writing by the policy owner or as otherwise permitted by law. Thus, we are unable to provide any details on the product in question, but this matter is being addressed with the complainant directly.
Initial Complaint
07/31/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This is in regards to policy 224077155BLT. The original DocuSign had two clerical errors regarding some personal details. I refused to sign the docusign until those were corrected. I was contacted via phone they were corrected, and that my new rate was around $7 more. Completely acceptable. Now fast forward and the clerical errors werent fixed. Im being charged my original rate. I have called and not spoken to anyone who can correct my issues. I would like to have my policy cancelled. The gal whom I spoke to today said she would cancel it and it still has not been cancelled.
Business response
08/01/2024
This email will serve to inform you that keeping policy owner information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to policy information to the policy owner. We are allowed to disclose information only as authorized in writing by the policy owner or as otherwise permitted by law. Thus, we are unable to provide any details on the product in question, but this matter is being addressed with the complainant directly.
Customer response
08/01/2024

I am rejecting this response because:

I am the policy owner. This runaround is unacceptable. I would like my policy cancelled. Thank you.
Business response
08/07/2024
As an insurance company, we generally handled complaints in accordance with statutory due dates which are set by the state in which the product in question is issued. For this matter, we have a due date of August 15, 2024. We are currently reviewing this matter and will provide the customer a response directly after our review is complete.
Initial Complaint
07/29/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Apparently an account that my late mother had with MetLife was transferred to Brighthouse. I was never notified, and would not have known about it but for being contacted by an asset recovery firm. I went to the *** unclaimed funds webpage instead and found my name. I filled out the form and was sent a check for $429.80. The only information provided was Brighthouse financial, 2022. I've called Brighthouse 3 times to find out what type of account this is, why I wasn't informed of the change, and why money was sent to ************** instead of to me. (I have received quarterly statements from other beneficiary MetLife accounts for 20+ years at the same address). First I was told I needed my mother's Social Security number. I had to call ****** ******* in order to get that information from my beneficiary account there. Even with that information, the other 2 people I spoke with said they had no record of an account for that person or SSN. How do I get information on this account, so I can move the assets to a more reputable company?
Business response
07/30/2024
Thank you for bringing this to our attention. We will investigate this matter and reply to the complainant directly.
Customer response
08/06/2024

I am rejecting this response because:
Their response is definitely not acceptable. I was contacted by ***********************, who did nothing more than the 3 customer service reps did - look on the computer and tell me there is no account under my mother's name. Not even ************** bothered to look into 1) why the account was transferred from MetLife to Brighthouse without bothering to inform me (the beneficiary), 2) why no dividends were paid to me, and 3) why the account was escheated to ************** despite having my information (name, and at least that I live in **). I've gotten quarterly statements from Metlife for one account, and dividends deposited into my savings account for another. I also get annual letters requiring me to call MetLife to keep the account active. This is unacceptable. Apparently the BBB is no help, and legal action is the only way to get any answers. Very disappointed.

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

Business response
08/15/2024
This email will serve to inform you that keeping policy owner information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to policy information to the policy owner. We are allowed to disclose information only as authorized in writing by the policy owner or as otherwise permitted by law. Thus, we are unable to provide any details on the product in question, but this matter is being addressed with the complainant directly.
Initial Complaint
07/29/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have a Life Annuity with Brighthouse Financial and usually receive my monthly check of $1600.22 deposited directly into my bank account by the 6th of the month. I have not received my July deposit and began calling them on July 19, they saw that they did not issue my check. I call every 3-4 days and am told the same excuses ""they are still working on it", "they will expedite my request", "it is going to the escalation team", "that's all I can do", "Your payment will be sent out tomorrow". I asked to speak to a supervisor on July 25 and was told "they don't take phone calls". The agent said that the processing team found out what caused the delay but he wouldn't tell me what had happened and again said "your check will be sent out tomorrow"..
Business response
07/30/2024
Thank you for bringing this to our attention. We will investigate this matter and reply to the complainant directly.
Customer response
07/30/2024

I am rejecting this response because:
I have spent numerous hours the past 2 weeks calling and listening to their excuses and waiting for my money to be deposited in my account.
They have told me that they know the check due to me on July 6, 2024 was not issued.
The told me over a week ago that "the processing team found out what caused the delay and that my check would be sent out tomorrow". . . It was not.
When I asked if their company was in a financial hardship I was not given an answer - just total silence!
I need my money to buy food and pay my bills NOW!

Business response
08/05/2024
We are handling the complaint and will respond directly to the complainants
Customer response
08/06/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. I have finally received my annuity deposits in my checking account for the months of July and August.

Thank you.
Initial Complaint
07/29/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been trying to purchase service credit for retirement using funds in my 403B account with **********************. The money has been successfully sent; however, Brighthouse did not send the appropriate form with the money, so my current retirement system cannot process the funds. I have sent the form and contacted them to request processing three times. In June I called on the 5th and again on the 20th.I called again on July 18, and I spoke to *** in escalation services, and she assured me that she would take care of it immediately. I discovered it was not done again when I called **** today. I spent more time on the phone with Brighthouse because they say the form needs to be filled out by the receiving institution. The form I sent WAS filled out by the **** Ohio and myself. In other words, they are making excuses. I don't know why. It is starting to look like they are incompetent. However, if this form doesn't get sent within three months of the receipt of the money, I will have to start over with a cost increase. I have spoken to *** again, and she said she will take care of it today AND call me back to confirm as well as have me copied on the email with the form. (She said she would do this last time as well and didn't do it.).If it is taken care of as promised I will close the case.
Business response
07/30/2024
Thank you for Bringing this matter to our attention. We will review this matter and respond to the customer directly.
Initial Complaint
07/29/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
October 2023 I received confirmation from the state's "Lost Policy Finder" program that a benefit from a policy was paid out. I along with the state's "Lost Policy Finder" program requested more information on this policy as the estate administrator. To date, July 2024, Brighthouse has refused to respond with the requested information. The formal complaint is to have Brighthouse Financial comply with the state issues requirement to disclose insurance information to the appropriate parties.
Business response
07/30/2024
Thank you for bringing this to our attention. We will address this matter with the complainant directly.
Thank you.
Customer response
07/30/2024

I am rejecting this response because:
I have not received correspondence with any representative from Brighthouse Financial to date.
Business response
08/08/2024
Thank you for bringing this to our attention. We will address this matter with the complainant directly.
Thank you.
Initial Complaint
07/12/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My wife ********************* has retirment account in Met Life then Met life renamed as Brighthouse account No ***********. This account establishes on ************************************************************************************* ********I and my husband *********************** Mange this account since inception. My husband has the power of attorney and all information submitted and approved by Brighthouse.The Total Value of my account on May 24/2024 was $878,660.44 This copied and verified by my husband during telephone conversation and from the Brighthouse website on May25/2024.Since October 18/2023 we made several transaction in the account, however ********************** did not implement all the transactions as required and we filed several complain to Brighthouse and always their reply, we are looking at it. In the weeks follow to May 24/2024 Brighthouse made several transactions (more than 6) without my knowledge or approval.The account value as of July/5/2024 $811,181.39 We contacting Brighthouse almost daily and no solution.we mailed to Brighthouse several letters (June13, June21, June23, and June 30/2024)The letters and telephone called highlight the followings Return my account configuration as was on May 24/2024 and compensate me for all my losses incurred as result of not implementing my transactions in the correct date and as intended
Business response
07/22/2024
Hello, We have been in touch with **************** and are working to address his concerns.
Initial Complaint
07/02/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have lifte insurance with bright house.was metlife but changed after i had fir about a year. Ive aid them about ******* in monthly fees since 2016 and now need take the cash available. Not much but 500 i need to help me on Bills.i 'm;Disabled cant leave home and need to do things by mail or email.i heen try get letter from them since June 4 have dalled several times and emailed no letter.ni responce i want keep policy if they expedite loan.but i hope my son doesn't have this when he tries get my life ?? ins. Someday!
Business response
07/02/2024
This email will serve to inform you that keeping policy owner information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to policy information to the policy owner. We are allowed to disclose information only as authorized in writing by the policy owner or as otherwise permitted by law. Thus, we are unable to provide any details on the product in question, but this matter is being addressed with the complainant directly.
Customer response
07/04/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.

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