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Business Profile

Insurance Services Office

Massachusetts Mutual Life Insurance Company

This business is NOT BBB Accredited.

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Complaints

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

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Massachusetts Mutual Life Insurance Company has 32 locations, listed below.

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    Customer Complaints Summary

    • 44 total complaints in the last 3 years.
    • 9 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/02/2023

      Type:Order Issues
      Status:
      Answered
      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 need to know why my money is. I signed off all the paperwork to Mass Mutual and they have no explanation now. They have no answers and did not resolved my issue.

      Customer Answer

      Date: 08/03/2023

      BBB spoke directly with the consumer and she advised that she initiated a transfer that does not seem to have completed and she is unable to get ahold of anyone at the business to assist her in making sure her transaction has gone through.  She would like contact by the business.

      Business Response

      Date: 08/04/2023

      I am writing with respect to your email to MassMutual Customer Relations dated August 3, 2022***************** # ********. 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 **************.

    • Initial Complaint

      Date:08/01/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 process on canceling my life Insurance policy has taken a long time. And my money that I owed to me has not been sent out. I've had to call several times To make sure the check was getting processed. And at this point I still have not heard anything. The check should have been here weeks ago

      Business Response

      Date: 08/02/2023

      I am writing with respect to your email to MassMutual Customer Relations dated August 2, ********************** # ********. 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 him. 
      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:07/31/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      An annuity was due to be paid in total on 7/23/2023 (approx $210,000). Still no payment to my ******** brokerage account on 7/28/23. I called Julie in Mass Mutual annuity department and was told that Mass Mutual undergoing “routine maintenance ”. And my money would not be available to me until at least 8/1/23. It is unheard of for you to hold my money hostage for over a week at an interest rate of 1.65% when it should have been deposited into my ******** account at 4.97%. I was not even notified by Mass Mutual of the delay. I asked for an expedited refund and all Julie could keep saying was I am sorry I can’t do that”
      You people are what give annuities a bad name.

      Business Response

      Date: 07/31/2023

      I am writing with respect to your
      email to MassMutual Customer Relations dated July 31, 2023 regarding case ID # ********. 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 her.
      I hope that this addresses your
      concerns. If you have any questions, or need additional information, please
      feel free to contact us at 1-800-895-6277.

      Customer Answer

      Date: 07/31/2023

      I have now had communication from MassMutual.  They state they mailed me a check for the full amount on 7/28/23. I requested electronic+ transfer of funds and they state “ we do not do electronic transfers” on money to be sent out.  Therefore I will need to await first class mail receipt.  I will advise you if received with postmark date of 7/28/23. This is turning out to be quite a long delay of fund transfer.  

    • Initial Complaint

      Date:07/18/2023

      Type:Order Issues
      Status:
      Answered
      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 wish to complain about an annuity that was purchased from Mass Mutual(Mass} on behalf of my wife ***** * ****** on 2/27/23 through ******** Investments. The contract number is **********.The current contract was a rollover of an existing annuity contract number *********. ******** ****** is authorized to handle this account and we have filed the Third-Party Authorization form Mass l so he can act on her behalf.
      We are complaining about Mass because the account has not received the interest accrued from 2/27/23 to 4/17/23. The contract effective date according to Mass is 4/17/23. After intervention by ******** the correct interest rate of 4.6% was made effective 2/27/23 but not the accrued interest. To resolve this problem, We would like Mass to credit the account for that period.
      When I first learned of this problem, I contacted ******** and Mass and there have been repeated contacts between Mass and ********. ******** concluded that the problem was the delay made by Mass. We complained by letter to I spoke Mass and was told that nothing could be done about our problem without writing a letter. A letter was sent To Mass on 5/9/23 and after 37 days a response was sent by Mass on 6/16/23, The request for corrective action was refused. The specific dates supporting our claim that we have from ******** are listed below:
      1. Application requested from Mass Mutual on 02/15. Funds transferred to cash at ******** to be available to Mass Mutual for meet Jumbo requirements.
      2. Application completed and signed by ******** 02/27-
      3. The application By Mass was approved 03/01
      1. Date for interest rate locked in 2/27 at 4.6% after dispute with Mass l filed by ********.
      2. Internal Mass record show follow up internal conversion request made 3/7.
      4. ******** Received TOA request from Mass and sent balance of funds 4/17/23 required to meet jumbo amount of $100,000
      5. Processing delayed 47 days at cost to us of $525 for $88,958 in existing Mass annuity

      Business Response

      Date: 07/19/2023

      I am writing with
      respect to your email to MassMutual Customer Relations dated July
      18, 2023 regarding
      case ID #********. 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 have researched ******** ******** concerns and addressed them directly with

      him.
      I hope
      that this addresses your concerns. If you have any questions, or need
      additional information, please feel free to contact us at 1-800-895-6277.

      Customer Answer

      Date: 07/19/2023



      Complaint: ********



      I am rejecting this response because:
      Mass Mutual has refused to accept BBB mediation efforts. I recognize that BBB does not have regulatory authority over Mass Mutual. But they should at least be required to state their position in response to my complaint. They should be officially castigated for their refusal accept BBB intervention. I would hope that there is a forum that BBB could give me to warn other customers of Mass Mutual poor business practices so that they wont fall prey to what happened to us

      Sincerely,



      ******** ******

    • Initial Complaint

      Date:06/26/2023

      Type:Billing Issues
      Status:
      Answered
      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 had a life insurance policy with mass mutual and reached out to them to get a lower rate. We were able to finally secure a lower rate and signed paperwork saying it would be in effect. We are still being charged the old rate and the guy working with us is not communicating with us or saying he will get back to us and doesnt. Or he says its all fine but its not. We have been charged for the last three months the old rate and nobody is fixing it. We want our money back and to cancel.

      Business Response

      Date: 06/26/2023

      I am writing with respect to your email to MassMutual Customer Relations dated June 26, 2023 regarding case # ******** . You have asked that we provide a response to ****************************************.
      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 her. 
      I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at 1-800-895-6277.

    • Initial Complaint

      Date:05/31/2023

      Type:Product Issues
      Status:
      Answered
      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.
      This is a death benefit due to ***** ****** ******** per the death of ***** ** ******** in 2020. We have repeatedly attempted to deal with this issue but Mass Mutual's 'email box' is continually full. After submitting documents they requested on 5/4/2023 there has been no response. I phoned again today, with no response. These are benefits we are owed and numerous checks which need to be cashed. To compound grief w/ this ******** is unimaginable, but they don't seem to care.

      Business Response

      Date: 06/01/2023

      I am writing with
      respect to your email to MassMutual Customer Relations dated June 1, 2023 regarding
      case ID # ********.
      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

      her.
      I hope that this
      addresses your concerns. If you have any questions, or need additional
      information, please feel free to contact us at 1-800-895-6277.

    • Initial Complaint

      Date:05/17/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 Novemer,2022 I sold 2 Mass Mutual life insurance policies. The policy numbers are ******* and ********. MassMutual has never sent me the 1099-B forms, s required by law. When I have called, I was given a multitude of excuse that don't stand up to muster like requiring the permission of the purchaser to release the information. I did not appreciate that anything they would end would come by pain when federal states if , they are obligated to honor it.i request electronic transmission. MassMutual's refusal compelled me to file for tax extensions. My accountant suggested just asking for amount policy sold for and amount of premiums in to calculate my capital/gain loss. MassMutual has not sent the data although they assured me I would.

      Business Response

      Date: 05/17/2023

      I am writing with respect to your email to MassMutual Customer Relations dated May 17, 2022 regarding case ID #********. 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 him.
      I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at 1-800-895-6277.

    • Initial Complaint

      Date:05/08/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 m not getting any communication about my upcoming life insurance premium payment. There is no notification about auto debit and not even after the payment is made. There is no option to pay the premium online myself. On top of all this, the funny thing is that my agent gets notified of the payment made.

      Business Response

      Date: 05/08/2023

      I am writing with respect to your email to MassMutual Customer Relations dated May 8, 2023 regarding case ID #******** . 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 her. 
      I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at 1-800-895-6277.

    • Initial Complaint

      Date:04/10/2023

      Type:Product Issues
      Status:
      Answered
      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 Husband died January 5th, 2023. I notified his retirement distributor with certifying documents necessary. They have not since reach out, nor began the process of redirecting my husbands retirement funds to my account, although all pertinent information to complete such a task has already been submitted. I'm simply asking that this company start sending my husband's retirement funds to me per the agreement between my husband and this company.

      Business Response

      Date: 04/13/2023

      I am writing with respect to your email to MassMutual Customer Relations dated April 11, 2023 regarding case ID #******** . 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 her. 
      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:02/13/2023

      Type:Product Issues
      Status:
      Answered
      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 October of 2022, I met with ***************************, Assistant Vice President ********************** Advisor at ************* in Mystic, CT and we discussed the purchase of an Annuity for a period not to exceed 3 years. After some discussion, we decided on a 3 year Annuity, The American Freedom Classic 3, from Mass Mutual Insurance Company. The document I signed called for ****% interest to be accumulated on the Original Deposit (a large sum of money) for a period of 3 years (original deposit x ****** x 3). At the end of the 3 years, the Basis amount plus the accumulated interest of ****% X Basis for each of 3 years would be returned to me. If I withdrew the money early, a penalty of 8% would be assigned in year 1, 8% would be assigned during year 2 and 7% would be assigned during year 3 - short of the maturity date (October 31, ****). What I received as a contract from Mass Mutual was substantially and materially different than the document I signed in ************* with **************. The contract that was sent to me by Mass Mutual allowed them to take a 2% load fee (this has since been remedied) and signed me up for a 7 year Annuity where ****% was fixed for the first 3 years and, the interest rate was variable (to be determined at a later date) for the remaining 4 years. In addition, there were now early withdrawal penalties for years 4 through 6 (6% in year 4, 5% in year 5, and 4% in year 6). I have not asked for the return of my money as this would trigger an 8% penalty and I would receive far less than I deposited. I have asked ************** to fix the agreement back to its original length and he has been unable to accomplish this. I asked him to request that Mass Mutual to return the contract to its original 3 year duration, but that has also not occurred. Mass Mutual does not have phones that are answered by humans and there is no option to speak to spec to a "representative", so I am left with few options to return the Annuity to the conditions I originally agreed to.

      Business Response

      Date: 02/14/2023

      I am writing with respect to your email to MassMutual Customer Relations dated February 13, ********************** # ******** . 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 ***** Valentines concerns. Please be assured we will research ********************* concerns and address them directly with him. 
      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: 02/14/2023

       
      Complaint: 19395986

      I am rejecting this response because:  This is an excellent, but not surprising, strategy for Mass Mutual to keep the response/resolution from becoming visible to the general public.   

      Sincerely,

      *****************************

    Massachusetts Mutual Life Insurance Company is NOT a BBB Accredited Business.

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