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Insurance Services Office
Massachusetts Mutual Life Insurance CompanyThis business is NOT BBB Accredited.
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Reviews
This profile includes reviews for Massachusetts Mutual Life Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1/5 stars
Average of 20 Customer Reviews
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Review fromKen M
Date: 06/27/2025
1 starKen M
Date: 06/27/2025
I had an insurance policy taken out by my father when I was a teenager. When my father passed away, I found out about the policy and that the policy principle was being used to pay the monthly fees. The loan against the policy reached over $17,000. When I contacted my insurance agent, he gave me the exact dollar amount for the payoff. We sent a check out that day to pay the balance. Between the mail and their processing it took 10 days for them to process that payment. In that meantime, they charged me an extra $26 in interest. I spent three days on five phone calls, speaking with three representatives, two supervisors and a manager. And they advised me they would not waive the $26 in interest. The largest insurance company in the country have to bleed every penny out of you. I could understand if we did not pay the bill in full in good faith. But we did. I then contacted the call center one more time to pay the bill with a credit card over the phone. They refused to take payment by credit card siding they could only take it with a checking account and a routing number. I asked if they could extend the due date until the weekend was over as I was nowhere near my checking information and they refused. You could not pay me to do business with a company that cares this little about customer service. If there was a way I could give them zero stars I would do so. TheyMassachusetts Mutual Life Insurance Company
Date: 06/30/2025
I am writing with respect to your email to MassMutual Customer Relations dated 06/27/2025 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 Mr. *********** concerns. Please be assured we will research Mr. *********** 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.Review fromRobyn S
Date: 05/11/2025
1 starRobyn S
Date: 05/11/2025
My husband called months ago to cancel our policy and was assured it would be canceled. They finally canceled his after 2 months of being charged and several phone calls later. Here we are month 5 and we are still being charged. A gal this last go around, last week, tells him I'm the one who needs to cancel. So you mean after 5 months of us calling and asking to cancel, someone is finally gonna say I have to be the one to call. Mind you be is the one that set them up and they come out of his bank account. This is theft! When we told them they owe us money for asking to cancel the policies several months ago, of course there's new rules.Massachusetts Mutual Life Insurance Company
Date: 05/13/2025
I am writing with respect to your email to MassMutual Customer Relations dated May 13, 2025 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 them. I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.Review fromMyrene D
Date: 04/17/2025
1 starMyrene D
Date: 04/17/2025
I have tried talking directly to a MassMutual *** employee, and keep being sent to a Third Party. The third-party company lost my payment check, and this third party does not have an online payment platform. I am so frustrated!!! I have been paying for *** for years, and have had issues with a couple of checks, so the best thing for me is to pay online. I don't want to lose my *** coverage.Massachusetts Mutual Life Insurance Company
Date: 04/21/2025
I am writing with respect to your email to MassMutual Customer Relations dated April 18, ********************** #*****. You have asked that we provide a response to ****** Dickinsons 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 ****** Dickinsons concerns. Please be assured we will research ****** Dickinsons 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 **************.Review fromLinda W
Date: 03/26/2025
1 starLinda W
Date: 03/26/2025
I am so frustrated with this company. I filed a claim with information I thought they wanted. I then began to receive letters from them saying they need more information so I sent it to them. Time goes by. I get another letter saying they need more information. I call and talk to someone who tells me they will look into my account and call back. Which, of course, they never do. This has been going on for 3 months. Today, I finally talked to a customer service representative who took the time to look into everything and tell me EXACTLY what I need to do. First time that's happened!Massachusetts Mutual Life Insurance Company
Date: 03/27/2025
I am writing with respect to your email to MassMutual Customer Relations dated 03/26/2025 regarding Review 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 **************.Review fromBrian W
Date: 02/22/2025
1 starBrian W
Date: 02/22/2025
So I updated my beneficiaries on my ***** life policy months ago and I recently checked it to find it never saved and over the last 24 hours I tried numerous times and my changes are not being saved...after searching for answers online I am finding that people have been having this issue for at least 5 months. This is alarming and it's going to be fixed promptly. THIS IS UNNACCEPTABLE. I am going to file a lawsuit.Massachusetts Mutual Life Insurance Company
Date: 02/25/2025
I am writing with respect to your email to MassMutual Customer Relations dated 02/22/2025 regarding review 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 **************.Review fromSTEPHEN M
Date: 11/25/2024
1 starMass Mutual LTC customer service went from poor to terrible more than a month ago. We filed a claim more than a year ago, and my wife died in July, five months ago. We are still owed significant money on the LTC claim. My Mass Mutual claim agent Daniel ***** told me they had all the needed paperwork but we are still owed much money. He is no longer with the company. Since he left Mass Mutual, I have had very long waits and holds on the phone. No one seems to know anything. Promised call backs are not received. I will soon have to file a complaint with the state insurance ************* recommendation is to avoid Mass Mutual LTC like the plague!!!!!***** ******Review fromMike P
Date: 11/02/2024
1 starMike P
Date: 11/02/2024
I filed a claim in May on behalf of my mother. After completing the required forms SIX TIMES, and the physicians affidavit claimed she can no longer make decisions on her behalf, I had to re do the forms 2 more times with POA. In October I revived a letter stating that they were utilizing g a 3rd party as of November 4th. I hired an attorney on October 10th to attempt to get the claim approved prior to November 4th.I then revived notification (*****) that the claim was approved. I have received ZERO funds and they are Just waiting for my mother to die so they can keep the $15,000 she has paid over the years. This company is atrocious and a special kind of evilMassachusetts Mutual Life Insurance Company
Date: 11/07/2024
I am writing with respect to your email to MassMutual Customer Relations dated November 2, 2024 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 them. I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.Review fromtheodore w
Date: 03/28/2024
1 startheodore w
Date: 03/28/2024
do not buy long term care insurance from Mass Mutual because when you file a claim for benefits their business model is to stall, stall, stall, and stall some more. six months have gone by and the claim has not been processed or denied. it does not matter that premiums have been paid for 22 years their business model is to say "NO" even if a licensed nursing home is providing the care that is needed for someone with progressive dementia. they wait for a person to die so they do not have to pay out any benefits. the President ******************************* will not even respond to a complaint letter. He has a flunky call instead because it must not be worth his time to take care of business. Oh yeah, he takes care of the bottom line and his big fat salary and benefits paid for by the customers. ******** should file a class action lawsuit for unpaid benefits. Maybe that would get their attention. They never answwer the phone or return any calls or respond to messages left. Again their business model is to say "NO" without actually having the guts to say it.Massachusetts Mutual Life Insurance Company
Date: 04/01/2024
I am writing with respect to your email to MassMutual Customer Relations dated ?March 28, 2024? 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 them. I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.Review fromTeresa S
Date: 03/05/2024
1 starTeresa S
Date: 03/05/2024
If I could give less than one star I would. This company takes your money with no problem but when you need it, it is a whole different story. Our mom paid her premium faithfully. We had to move her into a Memory Care facility and have had to jump through hoops. Leaving voicemails that are never returned. They asked for reports (the same) over and over again. They are supposed to have 90 days, which is typical. We are now on the 5th month, still waiting. They advertise as a top company, but BEWARE. Even the facility said they are one of the worst. Once she is approved and they start paying, the facility has to send in a report each month of exactly what they did for her each day. Unbelievable!!!!!! Go with another company.Massachusetts Mutual Life Insurance Company
Date: 03/06/2024
I am writing with respect to your email to MassMutual Customer Relations dated March 6, 2024? 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 ????***************************??s concerns. Please be assured we will research ***************************?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 **************.Review fromTim G
Date: 01/22/2024
1 starTim G
Date: 01/22/2024
Worst customer service. They have continuously failed in getting out my LLBean monthly payments.Massachusetts Mutual Life Insurance Company
Date: 01/23/2024
I am writing with respect to your email to MassMutual Customer Relations dated ?January 23, ****? 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 ????***************** concerns. Please be assured we will research ???***************?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 **************.
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