Business Profile

Insurance Companies

Transamerica Life Insurance Company

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

706 total complaints in the last 3 years.
275 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.

Initial Complaint
Date:08/18/2022
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.
Transamerica sold my wife and I an insurance policy that would payout IF either of us entered a hospice situation; and/or upon death. The possibility of this payout situation interested so, we both got policies.I entered hospice on July 23rd. I asked my wife to followup with Transamerica. Since then, she has been given the run around. I believe that this is an elderly fraud situation. After 4 weeks of promises, we have not received one claim document!I want Transamerica to honor this policy or repay with interest the premiums my wife and I have paid since January 2021. Also the agent that sold us these fraudulent policies, **************************, should be held accountable.Please advise via my email if you can help us. Thank you.Cc: www.transamerica.com
Business Response
Date: 08/26/2022
Due to privacy laws and regulations, we apologize that we cannot provide a comprehensive response to the BBB. Please be assured that we will respond directly to the client, addressing any concerns.
Customer Answer
Date: 08/29/2022

Complaint: 17733590

I am rejecting this response because: This company, over the month that I communicated with them, was not truthful. THIS IS A SCAM! The 5 different people that I spoke with over that month, all said and made the same promise: "the docs will be emailed to you from my director; and, yes I promise to mail the to you today". I even told the last two people that I was thinking this was a scam.
They have done nothing to make me think that the insurance that we were sold is legit. Not one direct communication on the matter, or requested document received.! If indeed this is a scam being perpetrated on the elderly across America, it needs to STOP! Also, given the wide scale implications of such a scam, the State Atty. ******* should investigate Transamerica business practices.

Sincerely,

***********************
Business Response
Date: 08/30/2022
Due to the various privacy laws, I have responded directly to the client. He should allow about 5 to 7 days to receive my response letter.
Initial Complaint
Date:08/15/2022
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.
I was a client of Transamerica life insurance for 13 years. I Never missed a premium payment until early 2022, when I was unemployed. I missed one or two payments and my policy was terminated. I tried to get my policy reinstated and was declined. Now I have no life insurance and will miss out on receiving my premiums back. I was told when I bought the policy I would receive my premium payments back after seventeen years. Now I am missing out on thousands of dollars, that was part of the reason I bought the policy in the first place. I just want my policy reinstated so I will get my money and have life insurance for my family's security.
Business Response
Date: 08/18/2022
Due to privacy laws and regulations, we apologize that we cannot provide a comprehensive response to the BBB. Please be assured that we will respond directly to the client, addressing any concerns.
**************** should allow approximately 10 to 15 business days.

Business Response
Date: 08/18/2022
Due to privacy laws and regulations, we apologize that we cannot provide a comprehensive response to the BBB. Please be assured that we will respond directly to the client, addressing any concerns.
**************** should allow approximately 10 to 15 business days.

Customer Answer
Date: 08/18/2022

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:08/03/2022
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.
On July 21st I called TransAmerica *** division to change from payroll deduction payment to annual payment from my checking account. I am paid semi monthly and final pay amount is determined two weeks prior to check being issued. We discussed how it would go - that it would take a pay period or two to have the payroll deductions stopped and that I would receive a letter to put in place the new payment method for when the deductions stopped. I received a letter dated 07/25 on 08/02 which stated my policy was paid to 07/01/2022. This was wrong as my paycheck on 07/15/2022 and 08/01/2022 showed the *** payroll deduction. I called ************** to clarify. I just could not get a straight answer and was told the last payment to my account was on 06/30/2022. I called back later in the day to get a different rep. *** I was being told my employer had already responded to their request sent on 07/22/2022 to discontinue payroll deduction and that I was automatically put on a quarterly payment plan. I asked for the communication from my employer as I did not believe they had heard back from them as it always takes a pay period or two and more importantly my paycheck was still deducted. Additionally, I had just received the letter that day to set up new payment plan which required it being mailed back so it made no sense I was now on a quarterly plan. The rep could not provide me with any documentation from my employer that they had stopped deductions. I asked to speak to a supervisor and was told one would call me back which has not happened. TransAmerica is still getting premiums from my paycheck up to all least 08/01/2022 but not applying them to my account. I've attached the letter received 08/02 and 08/01 paystub in which I blacked out private information but left pertinent info.
Business Response
Date: 08/11/2022
Hello,
we will respond directly to the insured.
Customer Answer
Date: 08/13/2022

Complaint: 17664068

I am rejecting this response because: TransAmerica has not reached out to me in any way.

Sincerely,

*****************************
Business Response
Date: 08/22/2022
Hello,
we have responded directly to the complainant and the response was mailed on 8/11/2022.
thank you
Initial Complaint
Date:08/03/2022
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.
We have faxed information upon information with regard to our mother's policies. They state they never receive the information, while I have fax receipts that they do. I spent one hour on the phone last night with a gentleman named ****** who was extremely helpful. Today, I received another letter requesting the same forms be completed by us again. Last night they needed her death certificate (she died in October) which was sent to them months ago, The form was actually faxed to a supervisor named ******* last night, while I was on the phone on hour with ****** and once again, the fax was not received by them. Yes, I have a receipt that it was, and I also resent it today twice. I am resending all these forms once again to this horrendous company. THEY SHOULD NOT BE IN BUSINESS.
Business Response
Date: 08/15/2022
Good afternoon,
The attached letter has been mailed to ***************
Best regards,
****************
Compliance Analyst
Consumer Affairs Compliance
Initial Complaint
Date:08/02/2022
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.
My old employer used Transamerica to manage employee retirement funds. I left my old employer about a year ago and have been trying to rollover funds from Transamerica to another company since then. I first tried to rollover to Fidelity who kept returning the checks so I opened up an account with TD Ameritrade and asked Transamerica to reissue the checks so I could deposit it with TD Ameritrade. It has been impossible to get these checks reissued. I fill out paperwork, submit it, and then it just sits there till I follow up. I've spoken with multiple customer service reps and the first one was completely incompetent, argued with me, gave me the wrong info and the issue wasn't resolved until I got his manager involved and then he apologized and sent me the correct forms. Once I submitted the forms, I received no correspondence or communication from Transamerica for a couple of weeks until I reached out to them and was told that the forms didn't have the signatures they needed. They took no initiative to reach out to me or rectify the situation. I am having to prompt and needle them at every turn and this is the most frustrating experience ever. This company is one of the worst companies I've dealt with and the level of incompetence displayed by their customer service reps is truly astounding. I am literally just trying to get my money out and it doesn't make sense that this entire ordeal has taken this long.
Business Response
Date: 08/02/2022
Transamerica values our participant's concerns and will contact them directly to resolve.
Customer Answer
Date: 08/11/2022

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:08/02/2022
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 was looking for life insurance so I chose one but never signed the policy because I found cheaper insurance please cancel this asap and refund my $75.47
Business Response
Date: 08/03/2022
We are in receipt of the correspondence that you received from *****************************. Due to privacy laws and regulations we apologize that we cannot provide a comprehensive response to the BBB. Please be assured that we will respond directly to the complainant and address their concerns
Initial Complaint
Date:08/01/2022
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.
Long ********* Insurance abuse and request for advocacy regarding approved claim July 30,2022 Trans America Long ********* Division Attn: ************************* ************************************************* Insured Name: *************************** ************************************************************** Date of Birth: 03/13/1930 Policy Number: 07 ********* Claim number: *********** This letter is a request to file a complaint against **** ******* Life Insurance Company. My 92-year-old father has a long-term care policy. After initial denial his claim was approved on May 18, 2022. I have provided all required billing to Trans America. I provided all billing from intake date in order to satisfy the elimination period which is February 21,2022. Timeline:Claim approved May 18 2022 Faxed invoices to Trans America May 18 2022 Invoices faxed (Nov 21 thru **** 22) Fax confirmation **** 3, 2022 Second Fax (**** 22) Fax confirmation July 11 2022 Phone call confirmed by ****** Heights Lodge (assisted living facility) on **** 29 at 1:28 pm Trans America spoke to ************************* in order to clarify invoices Phone call 7/22/22 at 10:15 am It was a 2.5-hour phone call. It escalated to the supervisor they could not explain the nonpayment of benefits. I was told that 2 checks were going to be issued. Check #1 for the period of care from Nov 23 thru May 31,2022. I was told that it was going to be expedited- $40,651.56 (Care for 190 days and which was after the elimination period) Check #2 (not expedited) $6,250.00 for the care that my father received during the month of **** 2022. Phone call 7/29/22 I was told that one check was sent for $15,935.72 which is a difference of $24,715.84 - the representative from Trans America could not explain the reason for the massive difference in the check amount. In addition, the check for **** has not been sent yet. Additional information: Since the May 18th approval my father has paid $812.28 per month for this insurance premium. All premiums must con
Business Response
Date: 08/10/2022
Hello, we will respond directly to the insured/complaintant.
thank you
Customer Answer
Date: 08/12/2022

Complaint: 17646679

I am rejecting this response because: I have not recieved a premium refund for this policy. Per the policy, once the claim has been approved and payment made the monthly premium should not be taken out from Trans Ameerica. The claim was approved on May 18, 2022 - per my complaint, I provided all the necessary documents that were requested within 24 hours. It took Trans America over two months to make the first benefit payment. The monthly premium amount is $812.28 - TransAmerica took out a premium from my dad's bank account on August 2nd and they issued the first benefit check on July 25th which should never have been done since a payment was made. I would like a premium refund for 3 months (June, July and August) which is a total of $2,436.84.

Sincerely,

*********************************
Business Response
Date: 08/19/2022
********************, due to HIPAA we are unable to provide our response to the BBB. We have provided a detailed response to the complaint on August 15, 2022 to *********************************.

thank you
Initial Complaint
Date:08/01/2022
Type:Billing 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 submitted for a life insurance claim payout...I have submitted all forms....faxed and sent a certified letter(no response ) of said forms...talked to customer service ********* time, getting a different response, to no satisfaction...this have been unresolved for over a month. case #********...in reference to this case...the policy #MM5074334...deceased/****************************************
Business Response
Date: 08/02/2022
We are in receipt of the correspondence that you received from *********************. Due to privacy laws and regulations we apologize that we cannot provide a comprehensive response to the BBB. Please be assured that we will respond directly to the complainant and address their concerns
Customer Answer
Date: 08/02/2022

Complaint: 17648658

I am rejecting this response because:
I have heard this type of response from business before...I have never been contacted from them to keep me informed of progress of this situation...only efforts from my end
Sincerely,

*********************
Business Response
Date: 08/15/2022
On 8/2/22 we provided the response to you as shown below:
We are in receipt of the correspondence that you received from *********************. Due to privacy laws and regulations we apologize that we cannot provide a comprehensive response to the BBB. Please be assured that we will respond directly to the complainant and address their concerns.
On 8/15/22, we sent a letter directly to **************** regarding her concerns. Again, due to privacy laws and regulations we apologize that we cannot provide a comprehensive response to the BBB.

Business Response
Date: 08/16/2022
On 8/2/22 we provided the response to you as shown below:
We are in receipt of the correspondence that you received from *********************. Due to privacy laws and regulations we apologize that we cannot provide a comprehensive response to the BBB. Please be assured that we will respond directly to the complainant and address their concerns.
On 8/15/22, we sent a letter directly to **************** regarding her concerns. Again, due to privacy laws and regulations we apologize that we cannot provide a comprehensive response to the BBB.
Initial Complaint
Date:07/29/2022
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.
TANSAMERICA IS THE PARENT COMPANY OF ENCORE DENTAL. TRANSAMERICA REFUSED TO HAVE A SUPERVISOR CALL ME BACK . I HAD TO GO ONLINE TO GET MY CERTIFICATE OF ISSURANCE AFTER TRANSAMERICA SAID THEY WOUDL EMAIL ME THE CERTIFICATE. ENCORE DENTAL SAYS MY DENTAL COVERAGE TERMINATED IN APRIL OF 2022. TRANSAMERICA, HOWEVER, GETS MY MONEY EVERY MONTH ON THE 29 OF EVERY MONTH FROM A BANK DRAFT. TRANSAMERICA HAS REFUSED TO CONTACT ENCORE DENTAL TO HELP MY GET THIS ERROR CORRECTED BY THEIR CHILD COMPANY. i HAVE CONTACTED ENCORE DENTAL AND TRANSAMERICA 6 TIMES THIS WEEK.- WITH NO SUCCESS. WHEN I WANTED THREATENED LEGAL ACTION FOR PENDING DENTAL EXPENSES , CSR ****** SAID "GO AHEAD DO WHAT YOU NEED TO DO". I WOULD LIKE AN APOLIGIZE FROM TRANS *********** ENCORE DENTAL AND MY CLAIM PROCESSED CORRECTLY.
Business Response
Date: 08/15/2022
Response
Initial Complaint
Date:07/29/2022
Type:Customer Service 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.
My complaint is that in June of 2022, I have called Transamerica Corp. to withdrawal from my retirement plan form *********** Profit Sharing. I received an email stating that I was missing pages from my paperwork. And every other day when I called the customer ******************** rep. can not help me I have ask several times to talk to someone in management or a supervisor and absolutely no one help me, Its been over a month and Transamerica still can not get my paperwork together I literally call every other day just to check on my paperwork, and still the result is Always the same but just a different customer service agent. Can you please help me
Business Response
Date: 08/01/2022
Transamerica is working directly with the participant to resolve.

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Transamerica Life Insurance Company is NOT a BBB Accredited Business.