Business Profile

Retirement Planning Services

Athene USA

Complaints

This profile includes complaints for Athene USA's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

66 total complaints in the last 3 years.
18 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:06/16/2025
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 have tried numerous times to collect on my husband's life insurance policy with Athene Life (Policy #********). I have had to resubmit forms that they claim they never received even though it was certified mailed to their claims department. I was told multiple times that the claim would be reviewed and paid within ten days only to have a blank claim form mailed to me with no explanation. Their claim department will only go by first name basis and will not give a work email so it impossible to hold anyone accountable for the horrible customer service. Attached is a summary of dates, names, correspondence reference numbers, certified mailing proof, phone numbers, email addresses, claim forms submitted and other documents that have been used to verify may claim.Thank you
Business Response
Date: 06/17/2025
Keeping Policy information secure and private is one of our
top priorities. In compliance with state and federal privacy laws, we are
required to restrict access to Policy information to the Policy Owner or
authorized individuals. Therefore, because we have not received written
authorization to release information to the Better Business Bureau, we are
responding directly to the Complainant.

We will provide a written response to the consumer on or
before 6/26/25.

Thank you.
Customer Answer
Date: 06/17/2025

Complaint: 23475733

I am rejecting this response because: They did not provide a contact name that will handle this complaint. In the six months dealing with this company their policy is to put off for ten days and never give a first and last name, direct email, or direct number to hold someone responsible as stated in my original complaint. I will accept their delay only if given a direct contact (first and last name), email, and direct phone number of someone within the United States that will be handling this case. Their response to this should also be CC to my email address. ([email protected]).

Sincerely,

Carol Kragt

Business Response
Date: 06/18/2025
Hello,

Per the previous response, one of our analysts is reviewing this case and will provide a written response no later than 6/26/25.

Thank you!
Initial Complaint
Date:03/05/2025
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.
Feb 1 2025. They made an error on my tax form and I have requested they fix it. It has been over 30 days and I can not reach anyone besides a unknowledgeable customer service agent, which refuses to allow me to speak to a supervisor. I have called numerous times with no help. I have also requested a withdrawal form and they can not give me one until someone in another department reviews my request. At this point, I am going to be penalized due to their tax error and I can not remedy this. Compleatly unethical business practices.
Business Response
Date: 03/13/2025
Thank you for the opportunity to review and respond to our customers concerns. In order to protect the contract owners privacy, we have provided a written response to her by ***************************** A response will not be posted to this site.
Customer Answer
Date: 03/16/2025

Complaint: 23022923

I am rejecting this response because:
I have been in contact with customer service as of today 3/15/25 there has not been any resolve. 1. No corrected statement 2. They have not furnished me with an excessive *** contribution form as requested.
The letter they sent is a generalized letter saying they need up to two weeks. At this point it has been 2 weeks.
Sincerely,

***** *****
Business Response
Date: 03/31/2025
Thank you for the opportunity to review and respond to our customers concerns. ********************** is required to maintain physical, electronic and procedural safeguards in compliance with applicable laws and regulations to guard our customers personal and non-public information. Therefore, a response was mailed directly to Ms. ***** at her address of record.
Initial Complaint
Date:03/03/2025
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 ,********* *******, have a single life annuity with Athene ******************* I am applying for a property tax exemption for seniors in ****** Nh. It has been three weeks Athene ************************* has told me that they could not provide me with any more contacts higher up. That they put in a request of a letter I am seeking. My city hall in ****** needs the letter to say , no cash value. I had the woman at the ********* put in writing what was needed. Athene said we can only give you the verification letter we have.i need a letter specifically saying Constances certificate number has no cash value. They keep telling me they are waiting for their higher *** to approve a new letter to be faxed to me. This is a time sensitive thing that I need for the *************, **** you help me resolve this, I am getting nowhere. Thank You ********* *******
Business Response
Date: 03/11/2025
Thank you for the opportunity to review and respond to our customers concerns. To protect the contract owners privacy, we have provided a written response directly to her by ****************************, mailed on March 11, 2025. A response will not be posted to this site.
Customer Answer
Date: 03/11/2025

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:02/28/2025
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.
In September of 2024, my policy had a surrender value of $98.24. Realizing this was quite low, I requested my monthly premium be increased from $400 to $450. I received a bill from Athene in November informing me my policy did not have any cash value and would require $1,015.71 to maintain coverage. I immediately called Athene and requested the current cost of insurance and an illustration to reduce the coverage amount. I was told to expect the information in 10 -14 business days plus mailing time. After this time had past, I followed up several times to determine when I could expect the information and was always told it was being processed by the illustrators. I simply wanted this information in an effort to make an informed decison regarding my policy. As I did not feel it would be beneficial to simply let the policy lapse, in good faith, I sent a check for the $1,015.71. After the check was received and had cleared the bank, I received information from Athene that the cost of insurance was going to be close to $600 per month. I was never informed as to what the face value of the policy could be reduced to in order to maintain the policy. I made the decision shortly there after to surrender the policy due to lack of afordability. After I made the request to Athene for the proper Surrender Form and process, two additional monthly premiums of $450 each were debited from my account. I have been reimbursed for one of those monthly debits in the amount of $450. This monthly premium was debited from my account after ********************** received the surrender request.Due to Athene's lack of responsiveness and incomplete information, I was unable to make an informed decision regarding my policy. Had I simply let the policy lapse, I would still have $1,915.71 in my account. As I have been reimbursed $450, I am requesting an additional reimbursement of the balance of $1,465.71.
Business Response
Date: 02/28/2025
Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.

Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information. As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.

We will provide a written response to the consumer on or before 3/20/25.

Thank you!
Customer Answer
Date: 02/28/2025

Complaint: 23002548

I am rejecting this response because: This is typical of my experience with Athene. They send me bills with due dates and when I ask for information to make an informed decision, Athene will take weeks, if not months to respond - if they ever do. It has always taken me countless follow *** to get any information, and when I do, the information has frequently not answered the questions I asked.
I am continuing to request an additional refund of $1,465.71 due to Athene's lack of responsivness. Had I simply let the policy lapse, this money would still be in my bank account, rather than trying to keep the policy active while I waited for information from Athene.
Sincerely,

**** *****
Business Response
Date: 03/03/2025
Hello,
We still have this listed as an open case, under review, with an anticipated response no later than 3/20/25.

Thank you!
Customer Answer
Date: 03/03/2025

Complaint: 23002548

I understand and appreciate knowing this is still an open case.
I have also contacted Athene this morning and have requested the proper form to Authorize the BBB to communicate directly with Athene regardiing my complaint. I was told to expect the proper form via email within one to two business days. I will complete and return the authorization form to Athene as rapidly as possible.
In the meantime, if it will expidite the process, please accept this communication as authorization for the BBB to communicate with Athene regarding my complaint.
Sincerely,

**** *****
Business Response
Date: 04/21/2025
Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.

Correspondence addressing the above-referenced complaint was mailed directly to the Complainant on 3/13/25. While we have closed the inquiry, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
Initial Complaint
Date:02/19/2025
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.
Delayed pension deposits for two months. "Required" to submit forms that were not sent to me, and Athene can not find at their business site and/or website. I was told they could provide me a copy of this form "for my personal records", and NOBODY from Athene can find this document to forward to me. So I would like the form and an explanation of how I am suppose to submit this form without it being sent to me and why my payments were delayed?
Business Response
Date: 02/28/2025
At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We will contact the individual separately to respond to any concerns.
Customer Answer
Date: 02/28/2025

Complaint: 22957200

I am rejecting this response because: I do not see anything that they have done except state their flawed mission statement!!
Please correct me if I am wrong, but I do not see any response from Athene except this comment:
At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We will contact the individual separately to respond to any concerns.
Athene's actions and history of this encounter is anything but acceptable. Their "integrity and reputation is seriously in doubt, especially since I was told that Athene was aware of this on-going problem with other customers, but it still has not been fixed/corrected. How many lives have they negatively affected? How many payment delays have they caused? I am unaware of a law that "encourages this type of "compliance with the law". I do believe that they focus their actions on their own policies and procedures, no matter how it affects their pensioners at any cost to the pensioners.
Sincerely,

******* ********
Customer Answer
Date: 02/28/2025
Hello:
Did my response not process from a few minutes ago? If you do not see it, then I will compose it again?
******* ********
Customer Answer
Date: 02/28/2025
Complaint: 22957200

I am rejecting this response because: I do not see anything that they have done except state their flawed mission statement!!
Please correct me if I am wrong, but I do not see any response from Athene except this comment:
At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We will contact the individual separately to respond to any concerns.
Athene's actions and history of this encounter is anything but acceptable. Their "integrity and reputation is seriously in doubt, especially since I was told that Athene was aware of this on-going problem with other customers, but it still has not been fixed/corrected. How many lives have they negatively affected? How many payment delays have they caused? I am unaware of a law that "encourages this type of "compliance with the law". I do believe that they focus their actions on their own policies and procedures, no matter how it affects their pensioners at any cost to the pensioners.
Sincerely,

******* ********
Business Response
Date: 03/06/2025
At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We will contact the individual separately to respond to any concerns.
Customer Answer
Date: 03/07/2025

Complaint: 22957200

I am rejecting this response because:
It does not solve anything. All this is saying is their company motto: If Athene believed tis motto and stood behind the statement then I would not have this issue. I have not heard anything from Athene. This is the third or fourth time that they said that they would contact me directly and they still have not.
What I would like from Athene:
1. Explanation of why this happened, and why it took Athene over 5 months to get me the form that Athene said that they had already sent to me?
2. Why Athene punished me by withholding my payment by two months because of their lack of competency and professionalism.
3. Compensation for the delayed payments and for all the time and frustration trying to make sure everything was setup correctly for payments and the time it has taken me to try and get this resolved with Athene?

Sincerely,

******* ********
Customer Answer
Date: 03/31/2025
Complaint: 22957200

I am rejecting this response because:

It does not solve anything. All this is saying is their company motto: If Athene believed tis motto and stood behind the statement then I would not have this issue. I have not heard anything from Athene. This is the third or fourth time that they said that they would contact me directly and they still have not.

What I would like from Athene:

1. Explanation of why this happened, and why it took Athene over 5 months to get me the form that Athene said that they had already sent to me?

2. Why Athene punished me by withholding my payment by two months because of their lack of competency and professionalism.

3. Compensation for the delayed payments and for all the time and frustration trying to make sure everything was setup correctly for payments and the time it has taken me to try and get this resolved with Athene?

Sincerely,

******* ********
Initial Complaint
Date:01/27/2025
Type:Order 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 father, ******* ******, passed away December 16, 2024. I am trying to help my Mom secure funds from a Whole Life policy Dad held for over 40 years with Athene Annuity and Life. Premiums have been paid on time throughout the years with the most recent statement due 9-4-24 paid and check cashed by Athene on 8-28-24. After several attempts to secure the necessary redemption forms, each time being told they would arrive in 5 days, we still have not received any such documents. We have been hung up on and treated rudely when asking to speak to a supervisor. My 88 year old Mom deserves and needs this payout. Please help. Thank you.
Business Response
Date: 01/27/2025
Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.

Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information. As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.

We will provide a written response to the consumer on or before 02/14/25.
Thank you.
Initial Complaint
Date:12/03/2024
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 filed a **** back in 2011 with *****************. Never heard anything finally found out that Athene now is in charge of the Pension plan. I called Athene back in September when my ex husband said they sent him papers for his lump sum payment in November. They requested all my paperwork again and said I would hear back. I have heard nothing yet complied and resent everything. I have called at least 6 times and still nothing but we are working on the open ticket. This is the worst customer service ever. I used to be a pension administrator and I k is it does not take this long for a response. I cant get to the qdro department or a supervisor ever. I fear that I will never receive what is due to me from my divorce decree. My next step is to to hire a lawyer to represent me and figure this out.
Business Response
Date: 12/10/2024
Thank you for the opportunity to review and respond to our customers concerns. ********************** is required to maintain physical, electronic and procedural safeguards in compliance with applicable laws and regulations to guard our customers personal and non-public information. Therefore, a response was mailed directly to Ms. ************* at her address of record.
Initial Complaint
Date:11/25/2024
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 reached out to the company after having a debit to my account for an increase that I was unaware of. I was told my term life insurance had reached its term and the rate increased due to that. I stated I wanted to cancel since the failed to communicate and I wasnt going to pay the new amount. That was on 10-28-2024. She asked my name in which I had to confirm it was different than the original name on the policy since I had been married since taken out. She said she would email me the two forms needed to cancel. I received the forms on ***** and completed and faxed them back the same day. On 11-18-24, I called to see if the papers were received since I hadnt heard. She said they were, but they were rejected since the name was different on the account. Again, I told the lady that was mentioned the first time I called in and nothing was mentioned about completing anything other than what I was emailed. She said I would need to complete a name change form which she would send via email. 11-22-24, still havent received said form. Called back and was told they were sending me a bank draft form from what was on the records. Again, I was told that I would be sent the name change form before the day ended and to complete it along with the previous papers they sent *****-24. Today, 11-23-24, still nothing. They want to continue to charge me stating they havent received the correct paperwork, however, they wont send it to me to complete. I just want to cancel.
Business Response
Date: 11/25/2024
Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.

Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information. As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.

We will provide a written response to the consumer on or before 12/13/24.
Thank you.
Customer Answer
Date: 11/25/2024

Complaint: 22597962

I am rejecting this response because: other than a phone call asking for my policy number and saying I would be assigned a case provider, the issue hasnt been resolved.

Sincerely,

******* *****
Initial Complaint
Date:11/22/2024
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.
A policy lapsed, and I am now trying to cash it out. I will send a form which I had notarized and sent back to this company. The company stated the date was missing so I received the form To fill it out and include the date. The company told me that I did not have to have this second form notarized because the first form that they received was already notarized. We were told to email back the following form. Now they are saying my signature is not acceptable because it does not match the first signature. I informed them that I am blind. They told us their email was received a few days prior. Upon calling this company back, they say the forms were never received although we have email confirmation that they were. I just want to cash out my policy and be done with this company
Business Response
Date: 11/22/2024
Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.

Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information. As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.

We will provide a written response to the consumer on or before 12/12/24.

Thank you.
Customer Answer
Date: 11/22/2024

Complaint: 22588380

I am rejecting this response because a response was not given to the initial complaint.

Sincerely,

****** *********
Business Response
Date: 12/16/2024
Hello,
We have mailed a response to the Complainant on 12/12/24.

Thank you!
Initial Complaint
Date:10/02/2024
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.
My dad has life insurance through Athene annuity and Life company, & he has been paying for the policy over 10 yrs. My dad passed away on June 20, 2024. We notify the company of his passing, and they sent us the claim form. We called the claim depart. & ask how we go about if my mom does not want to receive the payout since she is one of the beneficiaries. The *** told us that she does not need to fill out the claim form & to write a letter stating that she declines the payment. All of my sibling filled out the claim form, along with my mom letter stating she decline the payment, & the originally death certificate, sent out on Aug 16, 2024. Every time we call, we get issues & different answers. 10/01/204- I don't trust them because they don't follow up, still never receive a call/letter stating if they more info). Check status online & see nothing. Called and the ***. mention that we have to fax over a letter stating that my mom's is alive before they can start the claim. I said why wasn't this mentioned before, and why would we have to write a letter when she filled out the claim form with her signature should have stated that she is alive. *** said that there a letter drafted out or sent to us on Sept. 11- to have us verify that my mom is alive. Again, they keep mentioning about a letter sent, which we never received. I did however fax over a letter with my signature stating that my mom is alive, this was faxed over today. At this point I'm very frustrated, we get a different answer every time we call. This is shady business, no wonder they have such a bad review. I don't understand why they can't tell us all the issues at once so we can fix it and be done, but instead this is going around in circle. My family are at the point of getting a lawyer, filing a complaint with the state of insurance commissioner & not giving up because this is BS business.
Business Response
Date: 10/03/2024
Keeping Policy information secure and private is one of our
top priorities. In compliance with state and federal privacy laws, we are
required to restrict access to Policy information to the Policy Owner or
authorized individuals. Therefore, because we have not received written
authorization to release information to the Better Business Bureau, we are
responding directly to the Complainant.

Our team’s policy when handling complaints/inquiries is to
work on the items in the order they are received. We are currently reviewing
this matter and gathering appropriate information. As soon as this review process is complete,
we will again correspond directly with the Complainant. We expect this process
to be completed in approximately 7-10 business days from today. While we are
reviewing this matter, we welcome the opportunity to address any additional
questions or concerns the Complainant may have.

We will provide a written response to the consumer on or
before 10/23/24. Thank you.

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