Complaints

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

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  Massachusetts Mutual Life Insurance Company

  1295 State Street Springfield, MA 01111

• 

  Massachusetts Mutual Life Insurance Company

  645 Griswold Ave. Suite 1300 Detroit, MI 48226

• 

  Massachusetts Mutual Life Insurance Company

  15323 Tarleton Crst N Maple Grove, MN 55311-1501

• 

  Massachusetts Mutual Life Insurance Company

  4242 N. Knoxville Ave. Peoria, IL 61614

• 

  Massachusetts Mutual Life Insurance Company

  1200 Three Gateway Center Pittsburgh, PA 15222

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:06/17/2025

  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.

  More than 50 years ago, my grandmother bought me a whole life policy with MassMutual.Last year I called mass mutual and cancelled and cashed out the policy, it was worth like $5,000. They sent me a check and I deposited it I was very clear that they Should never contact me again. (They sent endless pieces of mail over the years - bills in fact, saying I owe them money on this silly policy, which is ridiculous.)Meanwhile, they continue to send me mail, the latest one being a notice that my policy is now worth $50 but I somehow owe them $12???!!! I want them to go away and NEVER contact me again as Ive already communicated to them!Maybe when they hear from the Better Business Bureau, they will finally listen since they dont appear to listen to consumers

  Business Response

  Date: 06/18/2025

  I am writing with respect to your email to MassMutual Customer Relations dated June 17, 2025 regarding case ID #23479156 . You have asked that we provide a response to Mary Egan's concerns. While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address Ms. Egan's concerns. Please be assured we will research Ms. Egan's concerns and address them directly with them.
  
  I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at 1-800-487-7844.

• Initial Complaint

  Date:05/28/2025

  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.

  My mother recently passed away and had an annuity through this company. Worst mistake she ever made. I have had nothing but issues trying to collect on this minuscule policy and it is absolutely ridiculous! I literally have the beneficiary statement with my name on it! Why are they making this so hard? When people are going through this type of loss they do not want to treated this way!! I have spoken to several people and the last one told me they had received all documents. Now I am getting a letter that another piece of info (that I know I faxed more than once) has not been received? I am tired of the run around! I want answers!

  Business Response

  Date: 05/29/2025

  I am writing with respect to your email to MassMutual Customer Relations dated May 29, ********************** # ********. You have asked that we provide a response to ****** ***** s concerns. 
  While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address ****** ****** concerns.Please be assured we will research ****** ****** concerns and address them directly with them. 
  I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************. 

• Initial Complaint

  Date:05/27/2025

  Type:Order 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.

  Mass Mutual (MM) was asked to provide ****** ******* with the paperwork/filings to collect his annuity. It's been 6 months (2 month delay by customer) and no payment has been made despite terminal illness.Mass Mutual was spoken to on 11/12/24, 12/5/24, 1/31/25 to request a benefits package to be processed for signing. **** were told ****** has a terminal disease, ALS. MM has no expedited process. MM told ****** to expect paperwork in January. Paperwork arrived delayed on 2/13/2025.QDRO was sent to MM at time of divorce in 2019. Also on 3/3/25. Election package was sent back to MM on 4/9/25. Prior on 4/7/25 MM said that payment would take 30 days. On 5/15/25 MM was called and said QDRO/benefit amount was incorrect and needed to be resent. ** promised to rush payment once new paperwork was received. Paperwork was resent to ****** on 5/19/25, despite being dated 5/16/25. Completed/signed paperwork was sent back to MM on 5/21/25. On 5/27/25 MM promised again to rush payment and said it will be direct deposited in 5-7 business days. Being that 11 calls have been made to MM over 6 months, and on at least 3 occasions, information given has been incorrect/delayed/misrepresented about when a process was to be accurately and definitively completed (despite having a terminal illness), this complaint is being made preemptively in lieu of payment to be received. Initial backdated payment of $100k+ to be paid (direct deposit) and ongoing direct deposit of $2664.98 is the customer's desired outcome. There is reasonable doubt that MM is meeting its fiduciary responsibilities/contractual obligation mentioned in election packet to provide service of annuity payment. Customer has had 2 hospitalizations/4 ER visits in last 9 months. It's not unreasonable to think ****** *** pass before paperwork is accurately processed due to negligence.

  Business Response

  Date: 05/29/2025

  I am writing with respect to your email to MassMutual Customer Relations dated May 27, ********************** # ********. You have asked that we provide a response to ****** ******* s concerns. 
  While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address ****** ******** concerns. Please be assured we will research ****** ******** concerns and address them directly with them. 
  I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************. 

• Initial Complaint

  Date:02/10/2025

  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 have held a life insurance policy for my mother with MassMutual since 2018, consistently paying monthly premiums without lapse. In 2023, while on vacation in ******, she was diagnosed with cancer and sadly passed away in April 2024. Due to work commitments, I arranged for her remains to be preserved until September 2024, when I was able to travel for her burial. I informed MassMutual of her passing in May 2024 and later submitted the certified death certificate, funeral flyers, and photographs. A minor date discrepancy, caused by those handling the paperwork, was flagged by MassMutual. Their investigator, interviewed me for clarification but conducted the process in an unprofessional and adversarial manner, implying dishonesty on my part and even suggesting I couldnt afford legal representation (meaning I can't sue them at the law court even if they chose not to settle the claim). She then claimed that MassMutual required confirmation from the President of the African Country involved to process the claiman unreasonable and unrealistic request. I believe hospital personnel may have declined to respond to her due to her approach. Attempts to escalate this matter have been met with delays, with repeated assurances of a callback that never materialized. The circumstances of my mother's passing and burial are irrelevant beyond the necessary documentation, which I have provided in full. If MassMutual questions their authenticity simply because they were issued outside the ***** it is unjustified. This appears to be a delay tactic to prolong settlement while the company holds the funds. The only legitimate reason for non-payment would be if my mother were not deceased, which is not the case. I expect MassMutual to honor the policy in good faith. If leadership does not intervene to ensure a fair resolution, I will continue to pursue all available means to uphold my rights and see that the correct action is taken.

  Business Response

  Date: 02/12/2025

  I am writing with respect to your email to MassMutual Customer Relations dated 02/10/2025 regarding case ID #********. You have asked that we provide a response's to Bright Agbo's concerns.
  While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address Bright Agbo's concerns. Please be assured we will research Bright Agbo's concerns and address them directly with them.
  I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22916758
  
  I am rejecting this response because: Massmutual has not reached out to me regarding any settlement. Also, per the privacy policy, why is my name included in their statement while I withheld the names of their representatives in my initial report?
  
  Sincerely,
  
  Bright Agbo

  Business Response

  Date: 03/12/2025

  I am writing with respect to your email to MassMutual Customer Relations dated 03/05/2025 regarding case ID # ********* You have asked that we provide a response's to Bright Agbo's concerns.

  While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address Bright Agbo's concerns. Please be assured we will research Bright Agbo's concerns and address them directly with them.
  I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at ***************

  Our records show that, subsequent to your correspondence, we also received an inquiry from the ****************** of Insurance's Consumer Services Division regarding this matter.  When this occurs, it is our procedure to respond directly to the Department of Insurance, who will then respond to Mr. *****  Our response is due to the Department of Insurance on March 12, 2025.  Mr. **** should expect to hear from them sometime after that date.  

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22916758
  
  I am rejecting this response because:

  They reached out to me requesting my mother's travel documents which I do not have (I am an active duty military and was not at home when my mother travel). Also they wanted to talk to my sisters and the one who designed my mother's grave yard, which I reject for personal reason. Because of that they threatened to deny the claim and I will continue paying the premium for my dead mother. Even my driver's license and passport is not enough for them to identify me, they were requesting my military ID which I also reject. I provided them with certified copy of death certificate,  medical records, mortuary receipts, an aprove leave form from the Army allowing me to attend my mother's funeral, and military orders with my mother's name on it as a dependent. It seems like whatever you provide to them is never enough and they are just requesting documents which are beyond their scope of the investigation in order to utilize that to deny the claim. They will surely fulfill their obligation by paying the claim. Requesting unrealistic justification does not prevent them from paying the claim.
  
  Sincerely,
  
  Bright Agbo

  Customer Answer

  Date: 03/14/2025

  Why will the BBB close the case assuming that the organization has solve the issue, which they did not? 

• Initial Complaint

  Date:02/07/2025

  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.

  I want to cancel my life insurance policy and cash out.Its been a hard time with calls to different departmemts and a run around for over a month now need help they keep transfering me to one person or another

  Business Response

  Date: 02/11/2025

  I am writing with respect to your email to MassMutual Customer Relations dated 02/07/2025 regarding case ID #********. You have asked that we provide a response's to ***** ******* concerns.
  While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address ***** ******* concerns. Please be assured we will research ***** ******* concerns and address them directly with them.
  I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.
  

• Initial Complaint

  Date:10/17/2024

  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 mom had a life Policy with them and early on they took out money they claimed was alone, but it was a payment on a term life additional policy. The second one they claim was alone was before that one and according to their paperwork, you couldnt even get along that early on in your policy. From then on they started charging interest on these loans and when my mom paid interest in addition, they put all the money towards interest. According to her policy, which I have it states that all monies will go to the principal first and anything left over goes to interest. if the interest is not paid, it just gets tacked onto the end so many years its amazing how much money they charged her. After she died going through her paperwork on one of the envelopes its written this is a very strange policy. I dont have any loans with them , but they keep charging me interest and say if I dont pay my policies, no good well when she died policy which she paid probably $65,000 into which was Highway robbery because they kept giving her loans on a policy premium and took off interest, which is exactly opposite than what the policy states . Ive sent many letters to them, but they keep saying no this is against the law and I am getting no satisfaction. They dont care but I have the policy where it states the information the policies from 1968. The loan they claim they have her signature on was right after she got her policy and it was paid to the man who wrote her policy and he was also the one that held the term life policy, so the payment was not alone was a payment to the term, life guy, and according to her policy, that should not even happen till after a year Just like the one they claim for 400 and something dollars that they cant even show. So they want to give us $9000 but they owe her about ****** in payments for interest that shouldve never been there. Who does that I hate when my mother paid so much money to these people but they just ignore It .

  Business Response

  Date: 10/21/2024

  I am writing with respect to your email to MassMutual Customer Relations dated October 21, ********************** #******** . You have asked that we provide a response to ****** ********* concerns.
  While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address ****** ********* concerns.Please be assured we will research ****** ********* concerns and address them directly with them.
  I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22436055
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *********

  this is due to the fact that you dont even know how to get in touch with me so how can you research it? You dont even know my moms name nothing so you can reach me at ****************** also, I have spoken with the company about this before with no help

  Business Response

  Date: 01/08/2025

  I am writing with respect to your email to MassMutual Customer Relations dated January 2, ********************** #******** . As we previously stated on our response sent October 21, 2024 while MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address ****** ********* concerns. You have asked that we provide a response to ****** ********* concerns which was completed. I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.

• Initial Complaint

  Date:08/21/2024

  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.

  I am trying to get information on my annuity as to my options for payout. I have contacted Mass mutual several times but I am never able to talk to a person regarding the various payout options. I did receive one letter with three options on 6/18/24. I have even called with my financial advisor to expedite the process. My last call was on 8/16/24 and I was told I would be sent all my options. Instead I received the same paperwork I was emailed on how to annuitize my account. If I do not know what the various payments will be how can I make a decision on which option to choose. How can a financial company not have someone I can talk to about my options for payment. I would like someone from Mass mutual to contact me and my financial advisor so I can resolve this issue.

  Business Response

  Date: 08/22/2024

  This communication is acknowledgement of the correspondence you sent to and was received by MassMutual. We have reviewed it and determined that MassMutual Ascend is the appropriate recipient and this inquiry should be directed to them for response. 

• Initial Complaint

  Date:08/14/2024

  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.

  Massachusetts Mutual withdrew over $2,000 for a premium before ever providing me a copy of the life insurance policy to review. When I finally received the policy on June 17, 2024, I returned it during my "free look period." Mass Mutual concedes that they received my return of the policy on June 21, 2024, but has so far refused to return my premium. In fact, they attempted to withdraw a second premium on July 26, 2024, more than a month after they concede they received my return of the policy. I keep being told that the refund is processing but needs to complete certain internal reviews first. The law is clear, however, they are required to return the money they withdrew for the premium.

  Customer Answer

  Date: 08/15/2024

  Hello- I am happy to report that a payment returning the premium is now showing as pending in my bank account. I want to wait until it is confirmed before closing the complaint, however. Thank you.  

  Business Response

  Date: 08/15/2024

  I am writing with respect to your email to MassMutual Customer Relations dated August 14, ********************** # ********. You have asked that we provide a response to ****************** concerns. While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address ****************** concerns. Please be assured we will research ****************** concerns and address it directly with them. I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************. 

• Initial Complaint

  Date:07/23/2024

  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.

  The purpose of this complaint is two-fold: 1. Against MassMutuals Customer Relation-Director 2. **** of diligent response and attention by the *** to my concerns as a long-time policy holder of Annuities, whom was initially contacted. In light of my various attempts at communicating my urgent financial concerns, for over two months, towards accessing my funds, and request for diligent and timely response and resolution for such, the customer relation and care divisions have, I am convinced, been delaying active, sincere, and satisfying response in a respectful and expedient manner. No doubt they are acting upon higher level managements instructions. To further explain, as a consequence of failed response, I have had a legal/demand letter issued to the ***, dated June 10, 2024, that in turn has been overlooked and deescalated, back to the customer relation which is not granted authority to assess the category of claim as mine. I am told that MassMutual Headquarters-the office of the *** maintains inaccessible. I continue seeking diligent effort on the part of the *** to help resolve my petition! And for him to keep in mind that I do not appreciate his lack of availability to the public he is supposed to serve. To be transparent and honest requires visibility, welcoming all concerns disregarding the nature of level of need. Should Mr. *** delay the completion of this long-overdue resolution, my finances would be subject to further disadvantage upon which reason I am requesting his involvement to discuss my options to make my funds available-to reach a satisfying outcome.

  Business Response

  Date: 07/24/2024

  I am writing with respect to your email to MassMutual Customer Relations dated July 23, ********************** # ********. You have asked that we provide a response to *********************** concerns. While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address *********************** concerns.Please be assured we will research *********************** concerns and address them directly with *********************. I hope that this addresses your concerns. If you have any questions, or need additional information,please feel free to contact us at **************. 

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22031410
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/20/2024

  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.

  I am writing to complain about Mass Mutual's handling of my 403B retirement account transfer, which I believe violates both our plan administrators guidelines and possibly IRS rules. I initially contacted Mass Mutual to arrange the transfer of my 403B account to a new provider, which was approved by our plan administrator, Omni. During the transfer process, I encountered numerous inconsistencies and obstacles put forth by Mass Mutual, leading to undue hardship and frustration. Specific issues: Unauthorized Transaction Reversal: After successfully transferring my retirement funds to a new provider, Mass Mutual without warning or my consent, reversed the transaction. This act was taken without any prior notification and is concerning both legally and ethically. Misinformation and Inconsistency: Throughout the process, I've received conflicting information from various representatives at Mass Mutual regarding my eligibility for the transfer. Despite multiple confirmations from the plan administrator, ****, that the prerequisites set by Mass Mutual were not required, they continued to deny the transfer based on erroneous criteria. Failure to Comply with Plan Administrator's Guidelines: The plan administrator has confirmed that none of the reasons provided by Mass Mutual (including an old defaulted loan) should prevent the transfer of my retirement funds. Despite this, Mass Mutual has repeatedly used these as grounds for denial. The entire ordeal has spanned over three months and involved at least ten phone calls, each met with inconsistent responses and unnecessary delays. This situation has not only halted my retirement planning but has also led to significant personal distress and confusion. This ordeal has forced me to seek legal counsel. I request BBBs assistance in resolving this matter to ensure Mass Mutual addresses their discrepancies and prevents similar issues for others. Thank you for your attention to this critical issue,*****************************

  Business Response

  Date: 05/20/2024

  I am writing with respect to your email to MassMutual Customer Relations dated May 20, 2024 regarding ******** # ********. You have asked that we provide a response to ****************concerns.
  While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address ********************* concerns. Please be assured we will research ********************************* concerns and address them directly with them.
  I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.

  Customer Answer

  Date: 05/20/2024

  Further information will be provided upon contact with Mass Mutual.

  My complaint provided enough details.