Reviews

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

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  Athene USA

  7700 Mills Civic Pkwy West Des Moines, IA 50266-3862

  
• 

  Athene USA

  1080 Jordan Creek Pkwy West Des Moines, IA 50266-6004

  

Review Details

• Review fromDonna T

  Date: 03/29/2023

  1 star
  Worst customer service and processing of a surrender of an annuity. Did not meet their own deadline of 8-10 business days. But processed the deposit with 24-48 hours. Here we are day 11 we have been advice another 1-3 for processing and it has been escalated. 3 times we had to verbally verify that we wanted to surrender our annuity and provide a reason, which none of the business. It is our money and we want! Day 11 and no true ETA of when they will release our funds.
  
  Do not invest with Athene. I would give zero stars, one is too many.

• Review fromBARBARA O

  Date: 03/28/2023

  1 star
  I as a beneficiary on my ex-husband's policy have not had any luck receiving the funds on his policy. This has been going on for 3 months since he died. I have sent certified copies of everything they requested but to no avail! I have spent hours and hours on the phone but again they have not sent a check or any explanation why my claim has not been paid. Customer service is a joke and they do not deserve even 1 star! Barbara from NM

• Review fromKeirra C

  Date: 03/24/2023

  1 star
  Athene is very unprofessional and will lie to about how funds are processed when funds will be disbursed. I requested from Athene on March 8 2023 it is March 24 and they still can’t tell me why it is taking this long and why then no one is trained on what to say to anyone or why however i’ve been with this company for over 6years and i’m treated as if my business does not matter. On top of the phone customer service reps being very rude and disrespectful while trying to get to a manager that can answer the specific questions. They don’t know what someone needs their funds for and why the funds are being requested but to tell me it takes 7-10 business and here we are on the 12 day about to go into the 13th and still no funds not once was this relayed to me that it will take an extra days for security purposes. No one calls and reaches out to let anyone know about the extra days or hold, I had to call in and when i called on March 21 i was told it would be here by March 24 and still no funds…. THIS BY FAR IS THE WORST EXPERIENCE FROM ANY COMPANY I EVER EXPERIENCED. And then to put the icing on the cake they charge you to take money but when they don’t deposit it within the time frame they require you to write a letter to ask for the fee to be refunded and it may or may not be meanwhile i still don’t have the funds and whatever i may have needed the funds for is just out the window. Meanwhile because i know it takes 7-10 days i’m still looking crazy with no funds and no real answers. I really hope this company fails!!!!!

• Review fromTamara M

  Date: 03/16/2023

  1 star
  Athene is by far the worst company I have ever dealt with. After losing the two closest people to me on this earth, I have simply been trying to see to it that the beneficiaries of their accounts get their distributions. I have been put on their circle of lies for over a year now. In order to reach customer service, you must wait on hold for an hour, at which point you are told the account no longer exists, or you are not a beneficiary (even though evidence has been provided), or you have no right to that information even though you are the court appointed representative. I cannot stress this enough, If you love your family DO NOT buy an annuity through Athene.

• Review fromChristopher C

  Date: 03/01/2023

  1 star
  Athene has the worst customer service I have experienced.
  
  3 times I have tried calling in and having to wait 20+ minutes only to have the call dropped by Athene the moment a rep finally answered the phone.
  
  I have tried numerous times to log in to my account on-line only to be informed that my UN and PW don't match. I've created a new PW several times but each time it is rejected.
  So not only can I not log-in but I am unable to speak with anyone at the company.
  Athene claims the 2023 tax forms were sent out by January 30 however I never received mine and it is now March 2023.
  
  This is totally unacceptable and as a result I am going to report Athene to my State Insurance commission.

• Review fromRobert W

  Date: 02/23/2023

  1 star
  This is the most unresponsive and infuriating company I have ever had the misfortune to deal with. The contact numbers are often not working and even if the call is answered, the wait time to speak to someone who can resolve an issue is close to forever. THEN, I am told this is not the correct number and given another number to call, but, guess what? It's the same number---the one that doesn't work!
  Lousy is too good a term for Athene.
  One star is too good. Zero is better.
  Choose a star rating........OK. one.

• Review fromClif B.

  Date: 02/13/2023

  1 star
  Athene is non-responsive to customer complaints and improperly handles premiums and special payments made to them.
  Several years ago, after acquiring my insurance policy through a merger or acquisition, Athene did not automatically bill me (customer) and we accrued a "loan" through non-payment of premiums amounting to about $7500. This was resolved in 2019 when we made a complete payment on the "loan", yet Athene insisted on setting up a Special Payment Agreement (SPA) of 2 years of monthly payments, PLUS continuation of our billed quarterly premium payments. We have paid well over the original "loan" and Athene will not acknowledge the payments and applies our checks to whatever purpose they choose. They will not relieve the "loan" and have actually increased it, even though the customer (me) has paid over double the loan amount. Their customer service center (Memphis TN?) does nothing in their "research" to resolve the issue. I would like to go to the Iowa Insurance Division (IID) and will seek their intervention. This is horrendous treatment and disrespect of the customer. I'd give Athene an "F" for a grade, or possibly worse. Thank you.

• Review fromKevin H

  Date: 02/12/2023

  1 star
  I was looking here into their products, but I read all the negative reviews. All of the Athene responses were the same....: "We were unable to tie an contract number with the name". What a bunch of horse hockey. Those customers spending hours on hold, only to get zero help with their issue. It's plain to see Nathene wants to hold onto their customers money as long as possible making it very hard for any withdrawals. I will NOT give them my business and strongly suggest you look at annuities from other providers, and pass this company up.

• Review fromMANUEL P

  Date: 02/06/2023

  1 star

  MANUEL P

  Date: 02/06/2023

  I have made $ 1.300 in seven years and the agent$ 1.200
  Don’t waste your time and money at Athene

  Athene USA

  Date: 02/23/2023

  Thank you for the opportunity to review and respond to our customer’s concerns. To protect the contract owner’s privacy, we have provided a written response directly to them via USPS mail. A response will not be posted to this site.

• Review fromRosemary C

  Date: 01/18/2023

  1 star

  Rosemary C

  Date: 01/18/2023

  I am a beneficiary of a deceased Athene policy holder. Cannot get ANY response from anyone. Company has been bought out by several other companies. We are talking about $13,000+ funds.
  I was told a 24 minute wait on the phone. After that it was another 24 minutes, then another. This is a scam. Maybe a class action suit with others who have the same problem? Finally someone answered (ON HOLD FOR 1 1/2 HOUR) Said I called wrong department, gave ma a new phone number, but IT'S THE SAME RECORDING AND SAME WAIT TIME OF A "24" MINUTES. It's one big loop of inaction.

  Athene USA

  Date: 01/24/2023

  We are unable to connect this communication to a contract owner and number. As such, we reached out to the individual, Ms. Carlisle via, email but did not receive a response. If the individual will return Athene’s email or phone call and provide a contract number/owner name, we would be happy to research the matter and respond. In the alternative, they can receive assistance by emailing [email protected] or calling 888-266-8489. Thank you.”