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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:01/24/2023

      Type:Billing 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 terminated a life insurance policy in October 2022 and submitted all the termination documents. I continued to be charged premiums for Nov, Dec and January. I've called and was told they would reimburse me for the charges but they refunded a significantly lower amount. Ive called several times and have been told they will contact me but I've heard nothing from them. I would just like a refund of the total amount they charge me after the policy was terminated.

      Business Response

      Date: 01/25/2023

      This reply is in response to your communication regarding the MassMutual Ascend Life
      Insurance Company contract referenced in your message.

      This complaint does not appear to involve a MassMutual Ascend Life Insurance Company client,
      but rather a Massachusetts Mutual Life Insurance Company client. Please list Massachusetts
      Mutual Life Insurance Company as the proper company for this case instead of MassMutual
      Ascend Life Insurance Company. We ask that you update your records with the correct company
      and send to the correct contact email address.

      If you have any questions about this response, please contact me at ************. You may also
      reach me by fax at ************.

      Customer Answer

      Date: 02/15/2023

      Better Business Bureau:




      This complaint has been resolved to my satisfaction. Thank you ******
       
      Regards,

      ***********************
    • Initial Complaint

      Date:01/19/2023

      Type:Customer Service Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased disability insurance through a representative for Mass Mutual - Sally L - over 6 years ago. Since then, my disability insurance coverage has increased annually based on the automatic rider included with my policy. Within the last year, I earned a significant pay raise and contacted Ms. L to have my coverage increased. It took Mass Mutual months to sort it out, but they determined I was over-insured and actually lowered my coverage, thus lowering my monthly premium. I asked how this could happen and was told that Ms. L should have been reviewing my policy annually, which she was not. And now that I've been overpaying on an over-insured policy, Mass Mutual refuses to issue more than 1 month's premium difference - less than the time it took them to figure out I was over insured. And they tell me they are not responsible for the actions (or inactions) of Ms. L because she is a "contractor." This does not change the fact that they collected my higher premium payments for coverage they would not have approved/paid should I have needed to file a disability claim. As a longtime customer of Mass Mutual, I'm appalled that the best response their "Customer Relations Consultant" from their "Compliance and Ethics Department" can give is "not our problem, talk to Sally."

      Business Response

      Date: 01/20/2023

       am writing with respect to your email to MassMutual Customer Relations dated January 19, 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 *******. 

      Customer Answer

      Date: 01/20/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that, should Mass Mutual do as they promised and reach out to me directly to resolve this matter (and not continue to tell me it's not their problem), then I will find the complaint with the BBB resolved. I will be submitting a complaint with the insurance oversight board of Virginia instead.

      Thank you for your help.

      Sincerely,

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

    • Initial Complaint

      Date:01/19/2023

      Type:Order Issues
      Status:
      UnresolvedMore 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.
      RE: Premiums for Long-Term Care Insurance Policy

      I bought a long-term care insurance policy from Mass Mutual in 1994. The premiums stayed the same, as expected, for 27 years. Now Mass Mutual is proposing to raise my premiums by 60+% over 5 years. That’s outrageous. I’ve never seen anything remotely close to these increases and I’ve been paying insurance premiums for 56 years.

      Their reasons? They've discovered people are living longer and medical care costs have increased. It's ludicrous to claim they are just discovering trends that affect their business. It's outrageous they are attempting to fix this problem, entirely of their creation, by jacking up rates like this.

      I’ve asked Mass Mutual for a complete explanation and justification for this irresponsible action. After 43 days, I've received no response, other than notifications they've received my complaints.

      I anticipate Mass Mutual is going to tell me that they are “not making enough money on this policy” - AKA, the corporate greed explanation.

      They do offer an alternative to these rate hikes: to drastically lower my benefits, or to reduce the payout period, now 10 years, to as few as 3 years. (The only way to reduce the premiums to no-increase, is to agree to reduce the payout period from 10 to 4 years!) We have paid Mass Mutual more than $100,000 so far for this insurance. With no benefits accrued. Mass Mutual has paid out nothing. Zero. Over 30+ years. That’s a good business model. Most businesses would love such a deal.

      To summarize, Mass Mutual is attempting to force us into choosing between paying outrageously higher premiums, or accepting substantially lowered benefits.

      This is the epitome of corporate misconduct. With the investment I've already made, I can't walk away from this policy. Mass Mutual has me and the rest of its long-term care insurance customers over a barrel and they're taking totally inappropriate and unfair advantage of that situation.

      Business Response

      Date: 01/19/2023

      I am writing with respect to your email to MassMutual Customer Relations dated January 19, 2023 regarding case ID # ********. 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 ****** *****s  concerns. Please be assured we will research ****** ****’s  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. 

      Customer Answer

      Date: 01/19/2023

       

      Complaint: 18834062
      I am rejecting this response because: This is the expected response. Of course they're trying to dodge this form of inquiry/complaint just as they have ignored my complaints for nearly 6 weeks now. Mass Mutual's actions in this matter represent serious corporate misconduct. I sent them a complaint 44 days ago asking for detailed information justifying their irresponsible and increases in their insurance premiums. I HAVE RECEIVED NO RESPONSE, other than acknowledgement that they received my complaint. 44 days and no response. Their claim that they will provide responses to my issues, as proven by their actions, is BOGUS. Please continue to pursue this on my behalf. 



      Sincerely,



      Burton Hall
    • Initial Complaint

      Date:01/10/2023

      Type:Customer Service Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I recently liquidated an annuity in order to purchase a home. The lender is requesting 1) a letter (email) stating account is now $0.00 and closed and 2) a year-end account statement for 2022. These are required by the lending institution providing my mortgage to purchase my home. When there were still funds in the account (well over $65,000.00) I was able to access my online account and to call Mass Mutual. Now that I no longer hold funds in my account with Mass Mutual they have: A) Seem to have blocked online access to my account as the online response to my many attempts is "There is a problem-Please try again in 24 hours", which, is ongoing from last Thursday. Also, B) My lender has tried, the mortgage company has tried and I have spent many hours trying to speak with someone/anyone at Mass Mutual. To no avail.
      My original request to liquidate my account was emailed to Mass Mutual with a request liquidation date of 02JAN2023, utilising Mass Mutual's Form as supplied to me by them. The sale of the funds in my account was completed, I believe, on 05JAN2023. To date, I have never received any communication or confirmation regarding this transfer of funds into my checking account with ** ******* *****. As far as the lender is concerned they have no acceptable form documentation confirming where I acquired this money. My bank account does show a wire transfer from Mass Mutual but that is not sufficient.
      I cannot close on the purchase of my house now due to lack of traditional banking institutional documents regarding origin and transfer of funds. This was made clear to Mass Mutual in at least three telephone conversations when I did get someone at Mass Mutual on the line. I have since sent numerous emails and spent many hours trying to reach someone to help me.
      The second source of my funds to purchase my house has sent numerous emails detailing confirmations of requests for money transfers and then confirmations of all completed money transfers,

      Business Response

      Date: 01/10/2023

      I am writing with respect to your email to MassMutual Customer Relations dated January 9, 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 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: 01/11/2023

       

      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:01/02/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In 2019 ****** ******* signed me up for a 401k without my authorization. when I found out I immediately canceled it. but they had already taken out $185.00. and when i tried to get the money back, they told me that you can't get it back until you turn 59 years old. and now i'm 59 and when i tried to retrieve it, they say i have nothing.

      Business Response

      Date: 01/10/2023

      This
      communication is acknowledgement of the correspondence you sent to, and was
      received by MassMutual. We have reviewed it and determined that Mass Mutual
      doesn’t recordkeep for the plan, please contact the employer to obtain the
      recordkeeper information.
    • Initial Complaint

      Date:12/07/2022

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This past April, 2022 I received a letter from Mass Mutual stating that my term life insurance policy #******** was approaching the 20 year term on May 28, 2022. I contacted Mass Mutual to get information on converting to a whole life policy. *************************** called me back and gave me information about converting to a whole life policy. I purchased the whole life policy #******** in May, 2022 and asked to have the original policy terminated. I was told the policy may overlap, but that I would be refunded that money. On October 24th my husband questioned why there were 2 withdrawals per month from our checking account for Mass Mutual. It was then that I realized that the first term life policy had not been terminated as requested. I have contacted ***** on several occasions since then trying to get this resolved and get the term life premiums returned. She agreed that my intention was to terminate the term life policy, but I have not gotten any satisfaction regarding the return of my money. Most of my calls have not been returned and when they were returned I was promised quick responses and action, neither of which I got. The premiums withdrawn from our account since May amount to $925.50 and I would like that money refunded immediately.

      Business Response

      Date: 12/07/2022

      I am writing with respect to your email to MassMutual Customer Relations dated December 7, ********************** # ********. 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:11/04/2022

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      What Mass Mutual promised us, we would come to find out was a series of lies that would leave us owing them hundreds of thousands of dollars, instead of them owing us that. I cannot stress how important it is that when you are looking for life insurance, you RUN away from Mass Mutual as fast as you can. My husband and I set up life insurance plans over two decades ago. During our initial conversations, they showed us what our projected income would be at retirement. In addition, hey showed us what our guaranteed cash surrender value would be and that we would not have to pay premium, because our dividends would cover it (which we have on recording). Now, Im 70 and ready to retire and cash out on our policy, but Mass Mutual is coming back to us saying that we owe THEM close to half a million dollars, because we didnt pay our premium, even though we have it on record that this was them who told us to do it. Moreover, the guaranteed cash surrender value was of what was promised at the time of sign up. So, now not only have LOST what we thought we had to retire with, but they are saying we need to pay them.If you are looking for a life insurance plan, look elsewhere. You wont find out how crooked they are until its too late. If you are currently using Mass Mutual, look at your plan NOW, do not wait. Do not let them screw you over the same way that they did us. They are doing nothing to work with us or try to rectify their mistakes. They would not return my calls. Its absolutely crushing for myself, my husband and for my family. WE are currently reporting them to all state and Federal agencies. 

      Business Response

      Date: 11/04/2022

      I am writing with respect to your email to MassMutual Customer Relations dated November 4, 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 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:10/17/2022

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello,I would like to submit a complaint against Mass Mutual insurance regarding my issue of not having the face value of my active policy increased. I have been waiting months for this to be resolved as I submitted the request some time ago. My policy number is *********. Please help me resolve this matter. Thank you,*************************** ************

      Business Response

      Date: 10/17/2022

      I am writing with respect to your email to MassMutual Customer Relations dated October 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 her.
      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: 10/17/2022

       
      Complaint: 18227114

      I am rejecting this response because:

      Sincerely,

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

      Customer Answer

      Date: 10/17/2022

      What clarification do you require? Thank you. Annette 
    • Initial Complaint

      Date:10/11/2022

      Type:Customer Service Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I'm a veteran attempting to close on a VA loan on a new house. One of the VA underwriters' demands is for me to establish and show documentation of monthly withdrawal from Mass Mutual. Loan was supposed to close October 11. That can't happen now due to Mass Mutual negligent inaction.I spoke with Mass Mutual Customer support ************ on Wednesday September 21, 2022. They sent a PDF document and instructed me how to complete. I returned completed form by email same day. In addition to establishing the monthly withdrawal I requested a letter documenting the monthly withdrawal and the amount for proof to be provided to my underwriters.I gave Mass Mutual 7 days, as requested, but i didn't have the email with the letter so i called on Wednesday September 28. I was told by the support person they entered request for the document and i would receive it in "a day or so". I still haven't received confirmation. I called again on Friday the 30th and every day this week and again was told they entered the request again and repeated the day or so line.Additionally, I saw the withdrawal hit my account on the 3rd and it was incorrect. I informed Customer Support but they again said they would submit it somewhere.I've talked to managers and am told there is nothing they can do to escalate this situation. All they do is repeat the steps that haven't worked in 2 weeks.I will miss my closing date October 11 because of Mass Mutual's action. I have to cancel traffic plans incurring loss and could possibly lose earnest money. I need someone at Mass Mutual with power to cut through this cult of inaction

      Business Response

      Date: 10/11/2022

      I am writing with respect to your email to MassMutual Customer Relations dated October 11, 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 his concerns. Please be assured we will research Mr. ********** 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: 10/11/2022

       
      Complaint: 18186754

      I am rejecting this response because:

      Just more stonewalling. Instead of offering help they  site some technicality to avoid providing a soution and instead provide same old unproductive phone contact.
      Sincerely,

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

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