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Business Profile

Financial Services

ReliaStar Life Insurance Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Financial Services.

Complaints

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

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    Customer Complaints Summary

    • 39 total complaints in the last 3 years.
    • 10 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:05/20/2025

      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.
      I am a subscriber to an accident insurance service (VOYA). 4/20/25, my son was injured in a covered accident. (I have family coverage.) I started a claim that evening. The claim number is C-2025-2582018. On 4/21/25, I updated the claim since additional images were required (x-ray vs. CT). On 4/28/25, my son had surgery with an open reduction to the talar neck in his right ankle. All of these updates pushed the final review date back to 5/12/25 (10 bus. days) which is understandable. However, that date has passed by a full week with no update. I have called every other day to check on status. I am always told something different but that it will be another ***** hours for update. That update never comes. I have asked twice for contact information for a supervisor or the claims examiner. They will not share any contact information, and it is obvious that customer service ***** are reading off of a script. They cannot give any dates, contact information, or anything else that is helpful other than to wait ***** more hours.

      Business Response

      Date: 05/30/2025

      Voya made numerous attempts to contact the customer. The customer has been non-responsive. At this time Voya is closing this matter.
      Due to customer privacy, the ******************** is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

    • Initial Complaint

      Date:03/18/2025

      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.
      I have been trying to cancel my life insurance policy AD10207685 for the past two months. I tried calling customer service five times and waited 2 hours each time with no one picking up the phone. I have sent two written requests through mail to cancel my policy but no response from the business. I have even tried through email and still no response. This is absolutely unacceptable and very poor business practice and borderline criminal drafting my money from my bank account.

      Business Response

      Date: 04/01/2025

      The Company will respond directly to Mr. *****

    • Initial Complaint

      Date:03/02/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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 complaint concerns the significant delays and extremely poor customer service that I have experienced with regard to an annuity that my late father had with Reliastar Financial. For more than 6 months, I have been trying to change the annuity to spousal continuance in my mother's name. I have provided all trust forms, Power of Attorney forms, death certificates, claimant forms, etc., that they have requested. I have even had our estate attorney contact them to try to resolve this. I have spoken to numerous supervisors, all overseas, and have been told numerous times that they would prioritize this with their *************** or ********** and call me back. In 6 months, I have received 1 return call, telling me that I needed to provide yet another form, which I immediately did. Communication is terrible and there is no escalation path. To add to the frustration, Reliastar is apparently associated with Voya Financial, which claims to be a highly ethical company. There is no reason that this should take more than 6 months!

      Business Response

      Date: 03/10/2025

      The customer was provided a response on 03/10/2025.
      Due to customer privacy, the ******************** is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

      Customer Answer

      Date: 03/17/2025

       Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********.  Within a few days of filing the complaint, I was contacted by a US-based representative of Voya Financial.  She listed to my concerns and quickly got my claim processed through their system.  She also was very good at communicating the status of the claim processing back to me.  I appreciate her efforts in getting the issue resolved.  I consider my BBB complaint to be satisfactorily resolved.

    • Initial Complaint

      Date:12/18/2024

      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 filed a death benefit claim with Voya Financial, a subsidiary of ReliaStar two months ago. They have have not contacted me for any missing information. It should not take two months to process a death benefit claim. I have contacted ********************* twice and have been told each time that the claim is with their review department.

      Business Response

      Date: 12/30/2024

      The customer was provided a response on12/30/2024.
      Due to customer privacy, the ******************** is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

    • Initial Complaint

      Date:10/03/2024

      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.
      Transactions from 10/1/23-8/06/24 I have been mak*** payments to ******* W *************** via credit card monthly for the amount of $26.75 for life insurance. The last payment I made was on 5/16/24. I have surrendered my policy on 8/06/24 due to the inability to come to an agreement on the amount of cash value remain***. I have spoken to *** **** ***************) at ** ****** 3-4 times this year try*** to resolve this issue, He continues to gaslight me and tell me I'm not calculat*** the value correctly. He said last month my account was under audit along with a few other customers. I contacted him today and he tells me Voya Financial did an audit and there were no issues with my cash value. I have previously contacted customer service at **** numerous times and they cannot seem to understand my issue.I have received an annual report dated 5/1/23-5/1/24 from Voya and the cash value is accurate up until 10/1/23. I am able to calculate accurately month to month from May to the end of September. After that period, there were no premiums received per that Voya statement even though monthly payments were made via my credit card to *** ******. Per Voya customer service representative: they received payments from ******* ****** this year on 6/21, 5/10, 4/12, 3/15, 2/16, 1/19, and in 2023- 12/22, 11/10, 10/13 for the amount of $22.89 each month. Not sure why the difference between $26.75 paid to ** ****** and the amount of $22.89 paid to Voya. The last 1 -1/2 month payments were not taken out of my credit card and I am assum*** it got deducted from my cash value.The end cash value on the annual report was $3095.52. It should have been $3260.22 for that period. I surrendered the policy for the cash value *******. A monthly calculation is needed in order to calculate cash value from 5/1/24-8/6/24. It involves add*** to the cash value- premiums received, interest guaranteed, credited excess and subtract *** charges premium, cost of base.I have annual report if needed.

      Business Response

      Date: 10/25/2024

      Voya made attempts to contact the customer via phone as well as email. The customer has been non-responsive. At this time Voya is closing this matter.
      Due to customer privacy, the ******************** is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

      Customer Answer

      Date: 10/28/2024

       I am rejecting this response because:

      I have tried to contact ******* at **** customer service. She is the representative for the BBB at that company. I have not received a phone call back. I spoke to ***** at Voya on or about 10/9/24 and he has directed me to call the company back in 5 days to have them send me an email showing proof of payments made this year. I called Voya again after 5 days and was told to call back an additional 5 business days. Today I will be calling them back again. 
      ***** found proof I paid them premiums this year and I also have credit card payments for proof. They took payments from my cash value in addition to payments i sent them. I have not received any emails from this company in regards to my complaint. I have not received anything further phone calls from ******* other than the initial one and one follow up. I have left a message with the company to have ******* call me and she has not returned my call. 

      Business Response

      Date: 10/28/2024

      The customer was provided a response on 10/28/2024.
      Due to customer privacy, the ******************** is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

    • Initial Complaint

      Date:09/16/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 been trying to surrender 3 life insurance policies from this company since my grandmother passed in March of 2022 (which she purchased for myself, my father and my sister). They keep sending me a form of what they need to surrender the accounts and I have submitted all items listed to them multiple times and also had my lawyer contact them. It is still the same process resending the same requirements letter and then no response. I have two other account numbers for a total of three policies that need to be surrendered. ******* ****** ****** 00361869-1 ******* ****** ****** 00361868-9 ******* ****** 00365936-8 I truly and at my whitts end with this company they have been a hassle from the start please help us get these policies surrendered. I have emails back and forth from the insurance company from my self as well as from my lawyer.

      Business Response

      Date: 09/18/2024

      This acknowledges receipt of ******* ******** concerns. We are reviewing this matter and will respond directly to Ms. ****** upon completion of our review.

      Customer Answer

      Date: 09/18/2024

       I am rejecting this response because:

      This still does not resolve the issue. They have not responded nor reached out to me at all Ive even had my lawyer contact them, with no response. They have had the information for I know a year or more to resolve and surrender all 3 accounts. The last contact was still requesting the information already provided to them. I can provide emails back and forth from my lawyer if needed. 

    • Initial Complaint

      Date:09/04/2024

      Type:Sales and Advertising 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 am the daughter of *********************** and I am managing his finances. I had been receiving bills for life insurance for him in the amount of $423.83 from ReliaStar Life Insurance Company. I stopped getting bills and didnt realize that they had stopped. I had called the company in the past and asked why the payment was so expensive. I called today to inquire why I havent received a bill. I was told the policy was terminated and all the money that my Dad had payed was gone and that the policy did not have any funds. I feel he has had this policy for an extended period and a large amount of money has been paid in. I feel like this could be a scam. They continuously requested his social security number, but, I did not give it to them.

      Business Response

      Date: 09/05/2024

      This is to acknowledge the receipt of concerns raised by *********************. We are currently examining the issue and will provide a response to the policyholder, *************************, once our review is concluded.

    • Initial Complaint

      Date:05/22/2024

      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.
      Every single time that I pay my life insurance this company sends me letters saying that they are cancelling my insurance for non payment despite the fact that the check has already cleared the bank. I am 86 yrs old & feel like this is a scam to get more money from me. My last payment was ******, a check 4896 was sent 4/18. Cleared bank 4/26. Got letter 5/19 saying that I need to pay same amount by 6/1 or my insurance will be canceled. I am going to pay this again as I don't want my insurance canceled. I am so tired of these threats every time. I have ** tasted them by phone but the representative is from another **untry and I cannot make them understand what I am saying or me understand their accent. My daughter is sending this to you as I have no **mputer or email. The company will not talk to my daughter because she is not my POA.i am so frustrated because I am on a fixed in**me and paying again is a financial burden to me. I want others to be aware of these shady business tactics of this company. I would like to find out if I can cash this in simply because I can't keep arguing with them every 3 myths. I have a bad ********** is hard on me

      Business Response

      Date: 06/06/2024

      **** made numerous attempts to contact the customer. The customer has been non-responsive. At this time Voya is closing this matter.
      Due to customer privacy, the ******************** is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

    • Initial Complaint

      Date:05/16/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 received my annual letter from ReliaStar stating: "Enclosed is your dividend illustration distributed annually on your policy Anniversary." I have received this ********************* for many years. This year, the second page (where the illustration should have been) had only my name & address at the top, the rest of the page was blank. I have called them 6 times. Each time the customer service rep is very nice & assures me they will check to make sure the illustration printed before sending it. Each time I get a cover letter stating: "We are sending you the dividend illustration which you recently requested.", but the second page still has only my name & address & the rest of the page is blank. One time I even talked to a supervisor & got the same blank page results. They have offered sending it by email, but I do not care to give it out. Also, they probably have a secure internet, I do not & am not comfortable having it sent that way.

      Business Response

      Date: 05/17/2024

      Voya is unable to contact the customer. The customer has not provided enough information in the complaint to locate an account. At this time Voya is closing this matter.
      Due to customer privacy, the ******************** is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

    • Initial Complaint

      Date:04/30/2024

      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.
      Didnt get a bill for Feb, Apr, or May for life Insurance.Calledlast Monday April22and was told by ***** that they had different information on my policy.She didnt say what different information she had but I haven changed my address since buying this policy back in 1986. Voya is in charge of this insurance policy.

      Business Response

      Date: 05/07/2024

      The customer was provided a response on 5/7/2024.
      Due to customer privacy, the ******************** is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

    ReliaStar Life Insurance Company is NOT a BBB Accredited Business.

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