Complaints

This profile includes complaints for The Prudential Insurance Company of America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  The Prudential Insurance Company of America

  213 Washington St Newark, NJ 07102-2917

• 

  The Prudential Insurance Company of America

  1 Corporate Dr Shelton, CT 06484

• 

  The Prudential Insurance Company of America

  45 Rockefeller Plaza New York, NY 10111

• 

  The Prudential Insurance Company of America

  1225 E Waterloo Rd Akron, OH 44306

• 

  The Prudential Insurance Company of America

  3515 Massillon Rd., Suite 200 Uniontown, OH 44685

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:06/04/2025

  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.

  Life insurance company making it impossible to get my late wife life insurance money, not telling me what they need for me to get the money and when they do tell me its not everything

  Business Response

  Date: 06/10/2025

   

  Hello,

  We received complaint # 23419578 however, we were not able to locate the customer or the policy number in our records based on the information provided by the complainant.  As such, we are not able to handle the complaint accordingly at this time.  If the complainant has documentation from Prudential showing the customers name and policy number, please forward a copy of the information to our attention at your earliest convenience. 

   

  Thanks,

   

   

   

  ******* A

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 passed away January 18, 2023. We tried for many months to get her life insurance money. It is a small amount, but we wanted to use it to cover unpaid funeral costs. We spoke to many different people and at one time we were told that because of the amount, they would send the money and they never did. I just checked PA unclaimed property and her money is not there. They were not helpful in our time of sadness. They told us to go to a local office, he could not help.
  The claim number is ***********

• Initial Complaint

  Date:02/06/2025

  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.

  My father ****** ****** ***** had several life insurance policies with prudential he was assigned an agent in greensburg pa in the past years. My sibling ****** **** ****** was manipulating and committing elderly abuse and had a very tight relationship with the agent and secretly and sneakily forced my mother and father into signing paperwork even though they were both mentally able to make their own decisions. James p******** has ignored numerous calls and request from my mother for a meeting. She called the corporate service number this summer and asked for reassignment to another agent no paperwork was received for that request. My sister got mail at her address *** ****** **** *********** pa that was confidential to my mom and dad’s accounts no explanation or paperwork signed to support this. She is not poa so of course the question is did she and Mr pitrowski do something unethical and she benefitted or he did from reinvesting or changing policies

• Initial Complaint

  Date:10/01/2024

  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.

  I had a fractured femur plus fractured wrist and I was denied home care from prudential. I have paid for approximately 30 yrs for *** and have never asked for assistance until this year 2024. I was operated on this May for both fractures and went to rehabilitation up until June 4. Upon arriving home I informed prudential immediately since I could not do anything like shower or cook or cleanup anything. I only had the use of one arm so I needed assistance dressing. I am 82 and just that alone prevented a speedy recovery. I live alone and do not have family close. Prudential delayed their response to my call and made it so difficult to get help because everything was by mail, no online services which could have sped up the answers to all their questions. They didnt even contact the surgeon by fax until Aug of this yr and then finally sent a health agency to evaluate me in *************** delay in responding to my needs caused me to spend money on an aide for the month of June when I was so bad and that is why I have been paying for the plan for 30 years. I think this was a deliberate delay so they could deny me when the health agency arrived to evaluate since by that time I was much better after receiving weeks of physical therapy. I paid ***** dollars for an aide for 28 days of June when i really needed Prudentials long term care. Even when I needed them I made my 6 month payment to them in July. I canceled their policy and they did return a portion of my last payment but I believe I should be entitled to more than that. I should at least receive ***** that I paid out to the aide I paid for 28 days in June.Prudential LTC is nothing but a scam and when you need them they delay all the required paperwork by using mail delivery instead of immediate online services. If you call the given telephone # it is in ******* and a different person each time, its like a call service. I think everyone should everyone should be away of their LTC scam.

• Initial Complaint

  Date:09/30/2024

  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.

  There are 2 issues with Prudential life insurance that I'm having. #1 they sent me "notice of lapse" because THEIR payment center keyed in "$32.68" instead of the $33 July payment that they not only recieved but the canceled check shows their bank (citibank) was paid $33. #2 Prudential is also claiming that they never recieved September's premium payment, and AGAIN my canceled check shows they revieved it and cashed it thru citibank.
  After many hours of taking to customer service representative not in the U.S. I concluded they couldn't speak and understand the English language. I then called the Florida corporate location and their customer service "supervisor" requested that I fax the canceled checks to a FAX NUMBER that was fake and not a actual phone number. Frontier phone operator told me that "###-###-####" was a invalid number not in service. Why did their representative give me a fake fax number??? I asked for a email to send the canceled checks as email attachments and was told they have no such email customer service, in 2024??? Really??? I feel they are intentionally making it difficult to correct this which was started as THEIR MISTAKE in keying in $32.68 instead of $33. I need this resolved so my policy is once again in good standing. It is a time sensitive matter as the clock is ticking on my policy. If the case# is a real number it is ***********. My policy# is ********

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  A family member had deceased in March 2024. Within 60 days, all claims related to the death were finalized and checks were issued to all 4 sibling beneficiaries. Continuously, every sibling continued to receive monthly letters indicating that Prudential had been notified of a death and no claim was filed. Ironically, one of the actual claim IDs was in the reference number at the header of the letter.After several letters, I called Prudential to determine why this continued. They claimed it was a "computer glitch" and was fixed, but letters kept being generated even after the phone call. Currently, Prudential has hired a third-party company and provided them with a list of the beneficiaries to make phone calls. I continue to get phone calls, latest call being 9/25/24 - more than six months since the death and more than four months from the claims finalization. I consider this insensitive to grieving family members, as a frequent harassingly reminder of the loss and pain. Please make them stop with all letters and calls, and I request a written apology from Prudential. I realize Prudential is a large company, so I am using the return address from the letters to locate the entity I chose to submit the complaint for.

• Initial Complaint

  Date:09/05/2024

  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.

  Prudential denied my short term disability claim, recommended by my doctor for post partum depression. Prudential has an obvious bias towards high functioning depression, complete lack of attention to detail when reading medical notes and claims, and inability to communicate. My benefits person at work initially filed the claim as a brand new claim, unrelated to my pregnancy, per my *** I received multiple phone calls from Prudential requesting medical records and other information from my doctor, although no one had reached out to my *** or her office. When I called Prudential and gave them my claim number, they said that they were no longer using that claim number and it was determined that this should be an extension of my pregnancy short term disability leave and that they were going to use my old claim number due to this, no one had actually reached out to my Doctor to obtain any medical records whatsoever, which caused a significant delay in the review process. I received a denial of my short term disability claim for two reasons: 1.There is no proof of treatment for the months of February and March a.This is because I was not diagnosed until April 1st, of 2024. Which is why a new claim was filed, which was completely ignored by the team at Prudential when they determined that this should revert to my pregnancy disability claim. 2.My treating physicians opinion was that I am alert, normal appearance, and no acute distress. a.Upon speaking with my doctor this is not the case. While I was alert and had normal appearance she would never use that to determine postpartum depression, as a new parent (especially to infant twins) you appearance would never be a determining factor of your mental health b.Her notes indicated that I have moderate severity major depressive disorder with a restricted range of emotional effect that is NOT a normal presentation of someone who is in no acute distress. Still no decision on my appeal.

  Business Response

  Date: 09/09/2024

  Attached, please find our Company's response to this complaint ID.  Thank you.

• Initial Complaint

  Date:09/04/2024

  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 would like my policy reinstated. I have been a faithful client for *** **** 20 years and have never missed a payment. I have been out of town for several months on business and did not receive any correspondence from Prudential until my policy laps. Prudential has all of my contact info i.e. Email phone number and address but did not use any of these methods to reach me. I simply want to have my policy reinstated.

• Initial Complaint

  Date:06/23/2024

  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.

  On April 5, 2024, called Prudential to cancel my insurance policy payment, the payment of ****** was already withdrawn from my bank account and because the cancellation was not done prior to the first of the month. I was told that I would have coverage for the month of April and would get a refund for the two months not covered. Since April 5th, I have called Prudential a total of four times to inquire about my refund. I keep being told that a refund will be processed and mailed out to my address.

• Initial Complaint

  Date:06/21/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Through online banking, an electronic transfer of $465 was made to Prudential Insurance Company on June 11, 2024, for Policy R3905873. The due date was 6/12/24. The money was actually received by Prudential on 6/11/24 at 4:00 PM. I received a Notice of Intent to Lapse dated 6/13/24, because Prudential claimed that payment had not been received on time. I later learned that payment was not posted to my account until 6/18/24. I called Prudential customer service about the problem and was told that payment had been received and to disregard the notice.I am particularly upset about my situation, because this same Notice of Intent to Lapse could have been sent to a credit bureau resulting in a negative credit rating for me. I called ************************ and was told that my concerns were valid. Businesses do report late payments to the credit bureau.My experience with Prudential occurs about once a year. Each time, a Prudential representative tells me to ignore the lapse notice.