ComplaintsforThe Prudential Insurance Company of America
Insurance Companies
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Complaint Details
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Initial Complaint
06/23/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On April 5, 2024, called Prudential to cancel my insurance policy payment, the payment of ****** was already withdrawn from my bank account and because the cancellation was not done prior to the first of the month. I was told that I would have coverage for the month of April and would get a refund for the two months not covered. Since April 5th, I have called Prudential a total of four times to inquire about my refund. I keep being told that a refund will be processed and mailed out to my address.Initial Complaint
06/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Through online banking, an electronic transfer of $465 was made to Prudential Insurance Company on June 11, 2024, for Policy R3905873. The due date was 6/12/24. The money was actually received by Prudential on 6/11/24 at 4:00 PM. I received a Notice of Intent to Lapse dated 6/13/24, because Prudential claimed that payment had not been received on time. I later learned that payment was not posted to my account until 6/18/24. I called Prudential customer service about the problem and was told that payment had been received and to disregard the notice.I am particularly upset about my situation, because this same Notice of Intent to Lapse could have been sent to a credit bureau resulting in a negative credit rating for me. I called ************************ and was told that my concerns were valid. Businesses do report late payments to the credit bureau.My experience with Prudential occurs about once a year. Each time, a Prudential representative tells me to ignore the lapse notice.Initial Complaint
06/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Starting in October 2023 we have been trying to get ownership of life insurance transferred out of my dad as owner to me as the insured. November 2023 it showed me as both owner and insured. In March 2024 they seemingly changed it back to my dad, ***********************, without paperwork. Numerous phone calls, emails, mail and faxes of paperwork gets lost, misplaced or not received b said company. Weekly phone calls lead nowhere. It's been 8 months and still fighting to get this change. Every one we talk too gives us the run around and different excuses as to what's going on. I even asked for a corporate number but somehow they dont have a number. Never have I dealt with so much incompetence in a company. I do not want to get a lawyer involved and surprise there are no longer agents in my area.Initial Complaint
05/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Nearly a month ago, I called Prudential and surrendered my life insurance policy (B4 123 493) for the cash value. I have repeatedly been promised that the check will be mailed to me overnight (by three different supervisors). Most recently, I spoke with a supervisor on Friday, May 17th, who promised the check would be cut that day and overnighted to me for Saturday delivery. I did not receive it (again). I called again and another supervisor is contacting their processing department (again). This is an outrageous situation. I am elderly and waiting on this check to pay for medical expenses. Why does Prudential repeatedly promise that a check will be overnighted and then does not do it? How can you run a business this way with customers? This is abusive behavior and no one there can tell me why they keep not cutting the check.Initial Complaint
05/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Early 2024, I received a packet stating that my uncle had remaining funds in his Prudential account. I contacted Prudential in order to obtain further information. The agent stated that the funds were in abandoned property and if the documents were not completed by April 2024 that it would be send to the State. They advised me on what to do, except they omitted the fact that i needed to get a Tax Exempt SSN ID for the form. I completed the forms and mailed it back to Prudential. Prudential failed to follow up with me to advise me that one page was missing vital information. Even though they had my contact information (email/cell/address), they did not tell me that the tax ID was missing. I kept receiving the Prudential application packets. In those packets, Prudential did not communicate with me that there was an error. Instead, they assumed i would know what to do. After i received the last application packet in April 2024, i decided to call Prudential to get a status update and because i thought it was odd i kept getting these packets. At that time, I was advised that the funds had past their abandoned due date. The agent was able get a hold of someone from the abandoned property division. She advised me that the funds were still in their department and that they were not sent to the State. I was told that the money would get written in a check and shipped overnight. This alleged check should have been delivered last week. I decided to do a follow up and called Prudential 05/14/24. The agent stated to me that the funds were sent to the state. At no point did Prudential contact me to relay this message. I was misled and lied to. Prudential failed to provide promptly communication and updates. As a result of their ******************************* it has caused me unnecessary stress because i have to go through the State process. Its not a guarantee that those funds would be collected. I'm highly disappointed by Prudential. They caused ******* family unnecessary painBusiness response
05/16/2024
Thank you for forwarding this to our attention. We are not able to research and respond to the complaint at time because the name of the policy/account owner and policy/account number were not provided by the correspondent . Please provide this information at your earliest convenience.
Initial Complaint
05/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
The company stated has held my short disability payments twice and refuse to give me any information. I've asked for a manager to call multiple times to resolve the issue and have not received a call back.Business response
05/14/2024
We are asking for the policy number, the name of the policy owner, and/or type of policy. Please confirm.
Initial Complaint
04/26/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have called 2 times and sent 2 letters with no replies. I want to cash in my life insurance policy- ******** and no one will reply to me. I no longer need the policy because I have already taken care of all my final wishes with a nursing home. The face value of the policy was $25000 but I also have paid up additional monies on the policy.Customer response
05/06/2024
[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 is satisfactory to me.
Regards,
**** * *****Initial Complaint
04/16/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
February 26, 2024 notified Prudential (via phone) of family death to initiate claim for $10,000 death benefit. Representative informed me that she had all the information needed and the benefit would be deposited in my bank account within 10-15 business days. Weeks later, I received claim forms in the mail which I filled out and returned. March 21, 2024 Prudential received claim paperwork certified mail. Claim #************* I have made numerous calls to Prudential checking on the status of this claim and have been provided with the same inaccurate information each time. April 2, 2024 - I was initially told that they needed a bill from the funeral home in order to process the claim. I explained that I included the funeral agreement with the original paperwork as requested; however, the funeral bill was paid in full. Once again, I was assured that the claim would be processed. April 8, 2024 - After receiving nothing, I called again and had the same conversation as described above. The representative then added that my claim could not be done electronically because I was the sole beneficiary and my bank account was held jointly with my husband. Ended phone call with the same assurance that the claim would move forward. April 15, 2024 - Same conversation about paying the funeral home. This time, I insisted that they call the funeral home for confirmation while I was on hold. After getting a verbal confirmation from the funeral home, they informed me that now they are waiting for documentation that the bill was paid. Again, I told them that I provided the funeral documents when the initial claim was filed. I don't understand Prudential's total fixation with the funeral home. Prudential has no contract nor obligation to pay any funeral expenses. I am the sole beneficiary on this policy and am owed $10,000. Prudential is doing everything possible to avoid paying on this death benefit claim.Customer response
05/07/2024
[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 is satisfactory to me.
Regards,
******** ****Initial Complaint
04/08/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
My dad ************************* has a life insurance policy with prudential its about to laps and they cant give us any info or find it in the computer please help ************Initial Complaint
04/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Im a beneficiary trying to close out my portion due to my Mothers death. On 3-22-2024 I received a Reference #******** This Empower group is holding up the process and just about impossible to get ahold of anyone who has answers to why this is so hard to get done and for all involved to move forward. I have sent all required documents to them.
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Customer Complaints Summary
250 total complaints in the last 3 years.
98 complaints closed in the last 12 months.