Insurance Services Office
Northwestern MutualHeadquarters
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Complaint Details
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Initial Complaint
11/07/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I talk to *** back on 8/23/24 1:17pm central time.I called because I received a call few minutes before from my agent complaining about she doesn't get paid if I cancel or change plans. I talk to *** about canceling term 10 plan at that time and I was supposed to be getting a call back from a supervisor that never happened.11/4/24 1:05pm I called and talk to two separate agent about canceling plan. The agent didn't really canceld the plans they shuffle to my agent I'm sure this is a common tactic this company uses.Shortly after I received a call from my agent stating she put a lot of work in for me. It was guilt trip tactic I'm sure *** teacher there agents. I was guilt trip into signing a policy at reduce value.That cat and mouse tactics have tarnished my beliefs in this company and I want to close my pending term.Initial Complaint
10/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I had a financial representative with Northwestern Mutual and everything was going ok in the beginning and they set me up with another person to do planning for changes on my life insurance. Well I was on the phone with the gentlemen and we talked about setting up a meeting and he said he would send me a meeting invite. Well I didn't receive anything so I have called and emailed numerous times to him and my agent for over 2 months now and they will not answer my calls nor emails. I have contacted Northwestern Mutual regarding this issue and I made a complaint against them and nothing has came out of it. They just told me to get a new agent. This is totally unacceptable and unprofessional as a business for their employees to act this way to customers and especially when they are dealing with their money.Initial Complaint
10/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Financial advisor ******* ***** ******** conducted a scam by misleading me into purchasing multiple services after I explained what I wanted to do at Northwestern Mutual. Each time, she provided different products without informing me that transferring my money would incur substantial fees, resulting in the loss of more than 98% of my funds. As a disabled veteran, my situation was not considered. Ms. ******** collaborated with another individual involved in the scam, named ***** K. *******. I can provide evidence of the scam and hope that I am not the only one affected by this.Business response
10/31/2024
Our teams are actively working with the customer to resolve this issue.Initial Complaint
10/03/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I received a letter that I could switch from term life to whole life but I cannot reach an actually person in the customer service department. I need to speak to someone about my policy.Business response
10/17/2024
Our teams made outreach to this client to connect. Therefore, we consider this case resolved.Initial Complaint
10/03/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I have term life policies with them. I tried to call them to talk to them about this and no one has returned my phone calls.I would like to hear from the business, contact by the business.Business response
10/17/2024
Our teams made outreach to this client to connect. Therefore, we consider this case resolved.Initial Complaint
09/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was lied to by a representative working with northwestern mutual about a individual account which when explained to me in our first conversation would work as an account where i pay monthly into the account a set # and i would be able to withdraw all the money from my account as cash whenever i pleased, i ended up closing my account because i was not satisfied with their buisness and lo and behold the representative told me that he never actually set up the account i asked for and agreed to in the first place, instead he used all the money i sent monthly on "term life insurance" and not 1 dollar was put into the account i agreed to in the first place, the worst part is i was coerced into signing documents that when i signed them he told me himself they are what i wanted, that whole life insurance was just an addition to the accountBusiness response
10/03/2024
Our teams took the time to dig into this, and given the information provided, believe that our company acted accordingly and stand behind our claims made. We sent a letter to the customer explaining our research on their policy and explained our reasoning. For that, we consider this case resolved.Initial Complaint
08/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Ive been trying to contact someone to close my account/withdraw my policy and its absolutely impossible to chat/email or call anyone. They send you to your local advisor who never responds to anything. The payment process is awful and unpredictable. I just want to close my account so I can continue with another company.Business response
08/28/2024
Our teams responded to this complaint accordingly and have obliged to the desired outcome. For that, we consider this matter resolved.
Thank you.
Customer response
08/28/2024
[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
07/01/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Insurance Agent did not fulfill requests to surrender insurance policies, and we were continuously charged since 1/2023, and since 5/2024.Issues/notes/timelines are stated below :Subject: Contemporaneous Notes I am writing regarding a life insurance policy, which was verbally cancelled with an agent on January 5, 2023. According to the ******************** of Insurance Commissioners (NAIC) guidelines, insurance companies should retain records for at least five years after the termination of a policy. I am concerned that the recording of the policy surrender from that phone call *** not have been properly recorded or stored by Northwestern Mutual.Agent did not take notes during this phone call, which was scheduled over Zoom. Northwestern Agent **** and ******* from the Northwestern Client Loyalty Team both indicated that this was unusual during subsequent calls.Client and his wife, Client 2 have been clients of Northwestern Mutual since January 2017, with no complaints or payment issues. The account was transferred from the original agent to new agent in August 2021. Annual calls were scheduled in 2021, 2022, and 2023. The policy was verbally cancelled on January 5, 2023, and Client 2's policy was cancelled in writing in May 2024. For the first time in four years, no annual call was scheduled for 2024.On May 15, 2024, Client 2 emailed agent to cancel her policy but never received a response. Her claim of exception was also denied by Northwestern Mutual, citing no verbal surrender of policy on record.We request a refund for Clients policy from verbal cancellation request 1/2023 and Client 2's policy from written cancellation request 5/2024.Business response
07/19/2024
Hello - Our teams have made contact with the client to resolve the issue. For that, we consider this case closed and resolved.Customer response
07/26/2024
[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
06/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
This complaint is about my police number **********, from which they deducted $312.71 monthly. I spoke with financial advisor ********************************, to place an additional $312.71 in Savings so that I could make a total policy of $625.00, the amounts would begin to be deducted from my *************** checking account on December 10, 2023. But this discount did not happen that way, because on November 30, 2023, Northwestern Mutual deducted $1,123.55 from my account. I called Mr. ***************************** by phone and he told me that this had been a mistake and that they were going to return this Discount to me, but they did not return it. Then on December 12, 2023 they deducted $1,377.44 from me again. I called ***************************** again and he told me not to worry because they were going to reverse this amount and they didn't do it either. On January 10, 2024, they deducted $1,377.44 from my account again, then again I called ***************************** and he told me not to worry that they were going to reverse all these transactions. On April 3, 2024, they deducted $1,377.44 again, I called again to Mr. ***************************** and again with the same story that Northwestern Mutual had discounted by mistake and that I was not worried that they would return that money to me, but they never did such a reverse. Then on May 6, 2024 they deducted $1,377.44 from me again and again Mr. ***************************** continued with the same story that they were going to do the reverse but they never did it, for I had to call *************** to make a claim # ************ against these unauthorized discounts by Northwestern Mutual and *************** managed to reverse two discounts that Northwestern Mutual had made during the month of May. To date, this company owes me the amount of $6,633.31 from November 30th , 2023 to the current date, because Northwestern Mutual didn't the money return to my account. Now Mr. ***************************** no longer answers calls and I need this problem solved and my money back.Business response
06/21/2024
Thank you for raising this. Our team has reached out addressing the concern and explaining our policies. For that, we consider this case resolved.Customer response
06/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.To this day I have not received anything in writing from Northwestern Mutual, saying that they are going to return my money, how can I accept anything if they have not solved anything for me?
Regards,
*************************Business response
07/08/2024
Our team went back to make sure the original claim determination was accurate based on the company's policies. The team then wrote back to the client explaining the reasoning for their determination. For that, we consider this case closed.Initial Complaint
01/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
They will not stop delivering the mail of a former tenant to my address despite numerous attempts to return the mail to sender.Business response
02/12/2024
Our teams have addressed Mr. ********* complaint and worked to help solve the situation. For that we consider this case resolved.
Thank you.
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Contact Information
Customer Complaints Summary
53 total complaints in the last 3 years.
15 complaints closed in the last 12 months.