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Business Profile

Insurance Companies

The Prudential Insurance Company of America

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Companies.

Complaints

This profile includes complaints for The Prudential Insurance Company of America's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Prudential Insurance Company of America has 58 locations, listed below.

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    Customer Complaints Summary

    • 218 total complaints in the last 3 years.
    • 59 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/28/2022

      Type:Service or Repair 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 biological father passed away in July 2018. I am the beneficiary to his Life Insurance held by Prudential. Since I was a minor at the time of his death, they advised that I would have to wait until my 18th birthday to request a full surrender of the benefit. Upon my 18th birthday, 3/10/22, I have submitted the required paperwork to Prudential on three separate occasions. In March 2022we submitted the paperwork for the first time. In August 2022, after having called Prudential to inquire why I have not received a payout, I was advised that the required Signature Guarantee stamp was not appropriate, although we received it from Black Hawk Credit Union, and I had to resubmit all the paperwork again. This time, I went to Consumers Credit Union to have them use a Signature Guarantee Stamp and mailed in the forms to Prudential. In November 2022, I called Prudential to inquire where my payout was, and they advised that the "legal time frame for the signature guarantee lapsed" before they received the documents, which apparently voided the documents. Prudential advised I would have to resubmit the documents again. I called and inquired with four separate banking institutions regarding this, and none of them knew of any rule or law for a time frame on the signature guarantee. On 12/16/22 I went to US Bank, had the stamp done, and overnighted by Fed Ex to Prudential. I called a few days later, and after insisting I submitted the paperwork three separate times, I was advised that they had all paperwork and I would get a check in 7- 10 days. Yesterday, 12/27/22, Prudential sent me an email, telling me the stamp was "not clear", and asked me to resubmit the paperwork again, by email.

      Customer Answer

      Date: 01/03/2023

      My claim was resolved with Prudential. 

    • Initial Complaint

      Date:12/02/2022

      Type:Sales and Advertising 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 entered into an agreement with H3137373633**37363138H, for a paid up life insureance policy (Policiy # ** 633 848) in March/1977, with a face value of $8000. At the time of the policy's inception, I was living in **********, **. Policy was paid up at age 65. My date of birth is Feb 02, ****. I continued to pay on the policiy throughout the term. Several months ago, my husband and myself decided we did not need the policy and reached out to H3232**3535**36323831H to surrender the policy for the face value. We have made no fewer than eight (8) calls to H3232**3535**36323831H's **************** with each call resulting in the same response. "We have no reference to policy ** 633 848". Regardless of the contact number we try, our calls are always directed to what appears to be a call center but with the same results. On October 13, we wrote a letter to H3232**3535**36323831H ****************, P. ********************************************** and attached copies of each of the documents we had ; including the original Application To H3137373633**37363138H, Policiy Schedules,, Endorsements (changing the name of my beneficiary to *****************************/spouse), medical info, taken at the time of the application, etc. All we are asking H3232**3535**36323831H to do is settle our claim by allowing a surrender of the policy for the Face Value. I can be reached via email at *********************** or **************. Also, very frustrating to communicate with the call centers. During one of the calls, the language barrier was so bad that I actually felt sorry for the gentleman. Thanks for helping
    • Initial Complaint

      Date:11/16/2022

      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 opened a life insurance policy with Prudential in ****. At the time, I had small children. Consequently, I added a child rider to my policy, providing my children's information. At no time was I instructed that I would need to request to remove this rider when the children were of age. As a result, I have been paying on this rider, for years past any benefit to me. When I called Prudential to request a refund to my account, they essentially said tough luck. I consider this to be fraudulent, and at the very least stealing.
    • Initial Complaint

      Date:08/23/2022

      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.
      I have tried to contact Prudential claims for three weeks regarding an old claim. There are no numbers on the internet for property claims and of the ******************************************************************************** Even the corporate number does not answer. I was on the phone to them numerous times and the last time I called I put my phone down and just let it ring. One hour and forty five minutes later I hung up. They seem to be hiding.

      Business Response

      Date: 09/07/2022

      We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. Multiple contact attempts have been sent to the complainant regarding this matter as we cannot locate the policy number or claim number based on the information provided in the concern. We attempted to e-mail them on 8/30 and 9/7 to no avail and called at the numbers provided and have not been able to get any additional information. 


      Sincerely, 
      The ******************** Team, Liberty Mutual Group

    • Initial Complaint

      Date:08/09/2022

      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.
      Ive been trying to access my online account for over a week and a half now. Company keeps telling me different reasons why I cannot access my account. Prudential transfers me to Empower and then I keep getting the run around. Now I'm being told that the group that processes the required request is a back room group that I cannot access to get the updates needed to proceed with resolving my problems accessing my 401k account.

      Customer Answer

      Date: 08/10/2022

      Today, 9/9/2022, I was finally able to gain access to my account.  The
      purpose of this complaint has been rectified.

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