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Business Profile

Insurance Companies

Symetra Life Insurance Company

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Symetra Life Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Symetra Life Insurance Company has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Symetra Life Insurance Company

      777 108th Ave NE Ste 1200 Bellevue, WA 98004-5135

    • Symetra Life Insurance Company

      PO Box 34690 Seattle, WA 98124-1690

    • Symetra Life Insurance Company

      PO Box 305156 Nashville, TN 37230-5156

    Customer Complaints Summary

    • 15 total complaints in the last 3 years.
    • 8 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:12/03/2024

      Type:Order Issues
      Status:
      Answered
      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 was informed in October 2024 that I owe a payment of $145.24 that includes a shortage amount of $71.78 that was owed in October 2010 that I have never been notified about until now. I was told that their system had a flaw and didnt print out these notices until just recently. I dont feel it is right at all to back me in a corner so that I have no choice other than paying it now. I am asking that this be looked into as soon as possible. I havent paid it yet but I will have to pay it before Dec 6 2024. I would appreciate either having this waived due to their negligence or if paid already having it refunded. I would also like to advise you that I had to speak with 4 representatives who all stated they would call me back but never did before I could get a clear answer on why this was even owed which was completely frustrating to me. Thank you

      Business Response

      Date: 12/10/2024

      Please find Symetra's attached letter confirming our intent. 

    • Initial Complaint

      Date:10/25/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 5/15/2024, I was assaulted at the workplace. I have been out of work since that time under the care of my PCP. On 7/11/2024, I filed for Long Term Disability, with my Supplemental Insurance and submitted all requested documents through the Symetra Portal. To date, (13 weeks since I submitted initial paperwork) I have not been compensated for the Long Term Disability. Each week it seems as if Symetra is requesting more and more documentation. I would hate to think that this company is discriminating against **** would appreciate if you would look into this matter. It should not take this long as I have never had an issue in the past with a company who was taken care of Short/Long Term Disability. Your attention to this matter is greatly appreciated.

      Business Response

      Date: 10/30/2024

      October 29, 2024


      Better Business Bureau
      *****************
      Meridian, ID *****

      Re:         Complaint ID:                                     22422449
      Complainant:                                     ***** *******



      Dear Resolutions Specialist:

      We received the above listed complaint submitted to you by ***** *******.  We are subject to privacy and confidentiality laws and regulations which prohibit us from sharing the details of ***** ******* claim.  At this time ***************************** claim determination has been finalized and Symetra has successfully communicated those details with ***** *******.  If additional correspondence with ***** ******* is determined to be necessary, we will respond to ***** ******* directly.

      We appreciate the opportunity to review complaints received from the Better Business Bureau. If you have any questions, you can reach me at *************, Monday through Friday, from 7:30 am to 4:00 pm, Eastern Time.


      Sincerely,


      **** *******
      QA and Appeals Team Leader
      Symetra Life Insurance Company

    • Initial Complaint

      Date:10/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 retired from ******************** on 8/31/2024 and have been trying to close my account and collect my 457 funds from Symetra with no luck. On 9/8 an employee from this company sent a form since they would not complete via phone or online. I followed the instructions had my employer sign and overnighted the form on 9/13. I called 9/18 to validate the form was received and was being processed. The employee ***** verified the form was received and reviewd the form ensuring it was completed correctly and would be processed however it would take 3 business days. I paid $9.90 to overnight the form and $10 to have it returned priority - I would need to sign. I was told I would receive the ck 9/27or 28. I waited so I could sign. NOTHING. Called again and then they informed me that they sent the wrong form on 9/8, however was told by *** that my request would be escalated and hopefully they could process and would received a call within ***** hours. "I' called again and I was told on 9/30 I would need to start over. They also said they called on 9/19 and left me a message - I have no record of that call. I have spent hours on the phone and home waiting for nothing. They have taken no accountability except to say 'I'm sorry, mistakes happen". This service is unacceptable.

      Business Response

      Date: 10/03/2024

      Re: Complaint ID ********, submitted by ****** *********
      Dear *******,
      We are writing to acknowledge the complaint your organization received from ****** *********
      on October 1, 2024. Ms. ********* stated her concerns regarding delay to process her request to
      surrender her annuity. Symetra processed her request and sent funds on October 2, 2024.
      We take our customers concerns very seriously and are in the process of obtaining the required
      information to respond, which may take up to 30 days. Our response will be sent directly
      to our customer.
      If you have any questions, please contact me directly at **************************************** or call
      *****************************. Our office hours are Monday through Friday, from
      6:30a.m. to 4:30 p.m. Pacific Time.
      Sincerely,
      ****** ******

    • Initial Complaint

      Date:08/05/2024

      Type:Product Issues
      Status:
      Resolved
      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 was given False information by ******* in reference to amount earned in interest, and when I can access my funds with out penalty . I spoke to a service *** at Symetra on August 5, 2024 at 232pm EST. She stated I had up to 30 days to close my account and have my funds returned to me with out penalty after receiving my account documents. As of todays date I have not received my documents. The financial advisor stated I would receive them in approximately 14 days from last week. I stated to her then the case is easily resolved, as I did not receive my documents, I requested my account be closed and a full refund of my funds be issued to me immediately. Symetra ***resentative said she would forward this and it would be looked into but would take 4=5 business days! I again asked for a refund on this date, as I still have not received my documents, therefore per rules I am entitled to a full refund of my funds with out penalty.

      Business Response

      Date: 08/06/2024

      Dear *******,
      We are writing to acknowledge the complaint to your organization received August 5, 2024
      from ***************************. **************** states he has not received his documents; therefore, he is
      requesting a full refund.
      We take our customers concerns very seriously and are in the process of obtaining the required
      information to respond, which may take up to 30 days. Our response will be sent directly to
      our customer.
      If you have any questions, please contact me directly at **************************************** or call
      *****************************. Our office hours are Monday through Friday from 6:30 to
      4:30 Pacific Time.
      Sincerely,
      *************************
      *************************
      Customer Relations Consultant
      Technology and Operations Solutions
      First Symetra National Life Insurance Company of ********
      First Symetra National Life
      Insurance Company of ********
      Retirement Division
      Mail to: PO Box 674423
      *****************
      Overnight to: *************************************************************************************************************************
      Phone: **************
      Fax: **************
      www.symetra.com/ny

      Customer Answer

      Date: 08/06/2024

       
      Complaint: 22095087

      I am rejecting this response because: The business did not understand my complaint. This account was opened with promises that were false (ie 3 year 30% Max withdrawal period with no penalties). I was informed that I have 30 days after receiving my account documents to close out my account and be issued /returned/refunded my $50,000 with out penalty.. Because I am under this clause, I wish to close my account and have my funds returned to me via electronically IMMEDIATELY.

      Sincerely,

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

      Business Response

      Date: 08/20/2024

      We have received the additional information and will address his request in our final response to the owner,

      Customer Answer

      Date: 08/20/2024

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:06/28/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      In may 2024 I request Short term Disability from Symetra Life Insurance. Request was for June 4 to July 5 to be covered for short term disability. Dates perDoctor note. Date of Surgery was June 4. Symetra only paid up to June 21. My doctor advise my Employer and Symetra I could continue with normal activities but with restrictions of not lifting anything over 25lbs. Due to this restriction my Employer advised I could not return to work until the restrictions were lifted from Doctor. Doctor advised this restriction was until July 3. Employer policy is I will have wait until after restrictions to return to work. Symetra case work called on June 27 and advised they will not extend or pay me as required to the date of July 3 because I work at a desk. Employer and Symetra policy states I am to be paid until clear to work by Doctor and employer.Symetra is now not returning my calls and refusing to pay as policy states. I know have to take 80 hours of vacation time to be paid. I have been paying this company for years for Insurance.

      Business Response

      Date: 07/16/2024

      Thank you for notifying us of ************************ feedback regarding her recent claim experience. We take the review seriously and are committed to addressing her concerns. However, due to privacy and confidentiality requirements, we are unable to address the specifics of her case in this public forum.

      We have followed up directly with ******************** to discuss and have resolved the matter.

      Thank you for your understanding.

    • Initial Complaint

      Date:06/21/2024

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Received a piece of mail stating that something was undeliverable that was in my name. I don't have a life insurance policy with this company. Nor am I interested. Can we say scam??

      Customer Answer

      Date: 06/27/2024



      Please close out this complaint. I talked with someone already regarding it. 

      Thanks! 

    • Initial Complaint

      Date:06/12/2024

      Type:Billing Issues
      Status:
      Answered
      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 am the sole beneficiary of an annuity contract. I have been told for a month that the matter is under investigation. Since my sister passed away, this is my money and they will not discuss the account with me.

      Customer Answer

      Date: 07/11/2024



      Good afternoon,



      We are writing to acknowledge the complaint your organization received from ********************* on June 12, 2024. We apologize for the delay in responding.



      We take our customers concerns very seriously and are in the process of obtaining the required information to respond, which may take up to 30 days. Our response will be sent directly to our customer.



      If you have any questions, please contact me directly at **************************************** or call *****************************. Our office hours are Monday through Friday, 6:30 to 4:30 Pacific Time.





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

      Customer Relations Consultant


    • Initial Complaint

      Date:04/02/2024

      Type:Order Issues
      Status:
      Answered
      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 had a life insurance policy with this company for 20 years. With no written notice, my premiums increased from $54.25 to $961.63! After several attempts to contact Symetra, I finally reached an agent who informed me the company had sent out a renewal notice by mail but did not have my address. I was also told verbally that they were to confirm with me at the end of the 20 year policy and send the new bill by mail and should not have been able to continue to access my ***** Fargo account. I have lived in the same condo for 15 years so that seems suspicious. I have requested that my funds for December, January and February be returned and they have refused. I am willing to pursue them in small claims court if this attempt for resolution is denied. Is this malfeasance or just fraud?

      Business Response

      Date: 04/16/2024

      Please find Symetra's acknowledgement of ****************** complaint. We will mail ************** our response within 30 days of the date we first received her concerns. 

      Thank you.

      Customer Answer

      Date: 04/23/2024

       
      Complaint: 21521329

      I am rejecting this response because: They want 45 days to respond. This is an urgent financial matter. BBB generally gets answers within 30 days. Please continue to persue my refund.

      Sincerely,

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

      Business Response

      Date: 05/14/2024

      Please find the attached correspondence regarding this matter. Thank you.

    • Initial Complaint

      Date:04/02/2024

      Type:Product Issues
      Status:
      Unanswered
      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 a life insurance and disability insurance policy with this company, Symetra. On 2/24/24, I passed out in a restaurant parking lot in the city of ******, ** and was rushed to the emergency room and diagnosed with pneumonia and kidney failure. I was treated and remained in the hospital until 3/11/24. I filed a disability claim and signed an authorization to release medical information on 3/20/24. A few days later they sent me a form regarding pre-existing conditions and medication that I have been taken. I also returned that to them. On 3/27/24, I received the same form asking for information on pre-existing conditions. I emailed the case manager and explained that I already filled out this form. She e mailed me back asking for medications and treatments I received for kidney failure. All this was done in the hospital and if they need this information , I signed an authorization to release my medical information to them. They can get this information from the hospital. I feel that they are being ridiculous and stalling in paying my claim

    • Initial Complaint

      Date:07/03/2023

      Type:Billing Issues
      Status:
      Answered
      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 April 13, **** I took out a Term Insurance Policy with Symetra Life Insurance Company and paid the premium amount of $35.61. Then when my bank statement came in for May 2023 I noticed that the payment went up to $686.66 a month. They did not call to ask if I wanted to pay that much money for the rest of this year and the payment would go up to $1260,00 a month and keep going up to ******. a month. When I called about this they only wanted to know if I wanted to keep this policy in effect or not. They said that they sent a notice, however I never received a notice. I want a refund of the two months they deducted the $686.66 from my account. It could end to be 3 months, depending on if they deducted July also. They are not honest in their dealings with their customers. To make matters worse our agent died several years ago and no one notified us of that either. My account # with them is *********. I did cancel the account but the way they treat their customers is not conducive to saying anything nice about them. Thank you for your help.

      Business Response

      Date: 07/14/2023

      Second Attempt. Original Response Sent 07/07/2023

      July 7, 2023
      Better Business Bureau
      PO Box 191279
      *****, ** *****
      Re: Complaint ID ********

      We are writing to acknowledge the complaint your organization received from ********************* on July 3, 2023.
      ************** is requesting a refund of premiums electronically processed from your bank account. She states she
      was unaware of the increase in premium.

      We take our customers concerns very seriously and are in the process of obtaining the required information to
      respond, which may take up to 30 days. Our response will be sent directly to ***************
      If you have any questions, please contact me directly at **************************************** or call
      *****************************. Our office hours are Monday through Friday,
      from 6:30 to 4:30 Pacific Time.

      Sincerely,
      *************************
      *************************
      Customer Relations Consultant
      Technology and Operations Solutions
      Symetra Life Insurance Company

    Symetra Life Insurance Company is NOT a BBB Accredited Business.

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