Complaints

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

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  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

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:03/10/2023

  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.

  I first contacted Symetra Life Insurance Company in December, 2022 to close *********. They froze the account, stopped premium billing and said I was owed a refund of about $200. On January 24, 2023 I faxed the Symetra Full Surrender Form to their office for a refund. They refused to accept it, claiming my signature was invalid. So, on February 15, 2023 I faxed a notarized copy of the form. They didn't bother processing it until March 8, 2023 and claim that the refund was used to pay fees incurred in January through March, 2023. They've ripped me off and I want my refund.

  Business Response

  Date: 03/16/2023

  Please find our response. Thank you.

• Initial Complaint

  Date:02/14/2023

  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.

  I purchased Symetra long term insurance through the company that I work for in Jan. 2016. I filed a claim for long term disability on Nov 15, 2022. Today is Feb. 13, 2022 and they still have not made a determination on my claim. I have been told several times that they have what they need they are just waiting for the determination to be made. I will then get a phone call stating that they are waiting for information from my employer/physician that they already stated that they had received. 2 weeks ago I was again told that all the information had been received and that it would be 4-5 business days for the determination to be made. Today I received a voice mail stating that they are waiting for proof from my employer that I have had Symetra since Jan. 2016. I was told this same story 6 weeks ago. I feel like I am getting the run around from Symetra and would like this to be resolved. My case worker with Symetra is ******.

  Business Response

  Date: 02/21/2023

  Response is attached.

• Initial Complaint

  Date:01/10/2023

  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.

  This complaint is about a Policy # ********** that I had on my son. I had this policy for over twenty years. and it had a Surrender Value on it. I was told by ****************** that the old Policy would be turned over into the new Policy # AA6130468 in order to keep the insurance enforce. At no point I was told that there would be a fee, and service charge for updating this Policy. Now I found out that all of the Surrender Value of twenty years. or more is gone. I just want to be refunded my money.

  Business Response

  Date: 01/18/2023

  Please find Symetra's response regarding this matter. We have responded directly to ************* 

  Thank you, 

  ********************;
  Lead Customer Relations Consultant | Technology & ************************************* ******************* | Fax: ************ 
  
  777 ****************************************************************** 98004. Symetra is a registered service **** of Symetra Life Insurance Company.?www.symetra.com 
  NOTE: The information contained in this message is confidential. If you are not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, do not distribute or copy this communication. If you have received this communication in error, please notify us immediately by replying to the sender. Thank you for your cooperation.  

   

  Customer Answer

  Date: 01/27/2023

  Dear Sirs.
  
  I am just now getting this email from you, and I received a letter in the mail on yester day 1/25/2023. Upon calling this company I did not get an answer, but I left my phone number for them to call me back in which I never got. Just like in my complaint I stated that it was not never mention to me that there would be a $ ***** plus dollar service fee for the new policy. I already had a policy for the same amount of money for my son. Why would I change that, and give the company over ******** dollars that I had in surrender value in exchange for the same policy.
  
  There may not anything that you can do about it, but the company know that they took this money in fees that I was not paying for the first policy, and it was for the same amount of death benefits. The company also knows that ****************** did not explain this as he said he did. There is no where he, or they can show that I agreed that I would be charged a service fee.
  I am still looking for this to be resolved.
  
  Thank You
  
  *********************

  Business Response

  Date: 02/06/2023

  Please see Symetra's response attached. Thank you.

  Customer Answer

  Date: 02/11/2023

   
  Complaint: 18715201
  
  I am rejecting this response because: I spoke to ************************* on February 6, ***** concerning this matter, and at no time has ****************, the company has denied that the Surrender Value money was not there, and that I would be charged a service charge for the new Policy. He, and the Company just keep saying that I did not change it within 30 days. Well by the time that I received the New Policy and saw that I was charged a service fee the 30 days was up. but I did call ****************** to question him about the Surrender Value, and that's when I found out that there was none.

  
  

  As far as **************** is concern, he and I, or rather he just saying that I did not do it in time, and as I told him that he knows, and the Company, and **************** know's that I was not told that there was a service charge for the same Policy as the ole one. 

  
  

  I as not, and never have been looking for something for nothing. I just want to be refunded for that which is rightfully mine.

  
  

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

  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/09/2023

  We have contacted ************ to further discuss his concerns. Thank you.

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 18715201
  
  I am rejecting this response because:
  
  Sincerely,
  
  **********************;

  I have been out of town for a few weeks, and I am just seeing this email. I have gone through of the material that was presented to me, and no where have I found anything different from my first complaint.

  Thank you for responding back to me, and I do under stand that there is so much that you can do.

  Yours truly

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

  Customer Answer

  Date: 03/27/2023

  I received a phone call last week with a offer, and now is waiting another call.

  Thank you

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

  Tell us why here...

  Business Response

  Date: 04/07/2023

  We responded directly to ************ to resolve this matter. 

  Customer Answer

  Date: 04/19/2023

   
  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. Thank you for for following up with me. I did sign  release Agreement, and they sent the refund. I just paid twenty plus 

  years for Insurance for my son, and in the end he is not insured.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/16/2022

  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.

  I signed a form for ANNUITIZATION REQUEST to get payments from my fixed annuity (once an ***). The form states that it cannot be canceled or modified after they start payments, which they have not started. I decided to cancel. But when I called to cancel they said it was too late. I am disputing this statement they made because a) the form was unclear about what was being signed, b) the form was not complete, c) they never received a notarized signature like the form requires, d) I faxed in a cancellation request prior to the payments beginning and e) I also called to cancel prior to payments commencing. They claim to have escalated my request but I have heard nothing. This is all of my retirement savings that they are holding hostage. They converted my fixed annuity to a new plan that basically steals all my funds because once I found out they converted the fixed annuity/***, and tried to cancel, they decided to try and tell me it was too late. According to their OWN form that I initially submitted, it is NOT too late.

  Business Response

  Date: 06/27/2022

  Please see the response that was uploaded previously.

  Customer Answer

  Date: 07/04/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, from what I was told verbally over the phone from the business, so far appears to be satisfactory to me. At this time I have nothing specific in writing and have emailed the company to request it in writing. Although I have not received a return email, I do believe the situation was remedied thanks to the help from the BBB.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/01/2022

  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.

  The company is wrongly rejecting medical claims (accident insurance) even when I got verbal approval over the phone for the services I requested (Physical Therapy). Their website even advertises Physical Therapy as "covered" under their 'Accident Insurance' program. It appears the company is purposely making filing and approving a claim as difficult as possible so that I give up. The 'reasons' for rejecting the claim are lazy and 'outside the box.' I need an outside third-party to step in to help get this resolved. This company is not honest.

  Business Response

  Date: 06/09/2022

  Response is attached