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Business Profile

Insurance Companies

The Prudential Insurance Company of America

This business is NOT BBB Accredited.

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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

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    Customer Complaints Summary

    • 218 total complaints in the last 3 years.
    • 57 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:03/20/2024

      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 called years ago during the pandemic to close out my policy and never received a check.I currently for the last three days have spoken to four different people yet have not received a check although I was told I was being charged $25 fee to overnight my payout to me yesterday.This morning I called to get tracking number and was told it was not sent.I would like my payout overnighted to me ASAP-today if at all possible. I was told it was expedited yet still have not received word yet at 1:30pm cst. I believe there should be a review of the process that Prudential (and other companies) use to do payouts. I would also like access to the portal which I still have not been able to see in the last three days. I have changed my email and address years ago and they still had an old email to which I no longer have access. First check sent to me and then a. review to se if additional monies are owed in interest. In addition, I also reached out to *********************' office who is/was the agent on file for the policy to followup and expedite.

    • Initial Complaint

      Date:03/18/2024

      Type:Product Issues
      Status:
      Unanswered
      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 to file a death claim with Prudential after the loss of my mother. I asked for my funds to be deposited into my checking account electronically but Prudential mailed a check that I was not able to cash due to the large amount and there not being any local branches for my bank. This has caused me even more stress during my grieving process. I was told by Prudential that there was an issue with my bank account that they would not specify, I went over my paperwork again and informed Prudential that all of the information was correct. I contacted Prudential on 3/11/24 at phone number 1-***-***-**** and asked for the check to be voided and the funds be electronically sent to my checking account. I called back on 3/14/24 to check the status and was ensured my request was being processed. When I called back again on 3/18/24 the person I spoke to told me I didn't put in the request to void the check until 3/14/24 which is incorrect information. This company seems to be operating fraudulently or they have incompetent people speaking to it's consumers on their behalf. I do not understand why they would add unnecessary stress to someone that is grieving the loss of a loving mother.

    • Initial Complaint

      Date:03/11/2024

      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 was contacted by a representative of the Prudential Insurance company concerning changing my existing life insurance policy to another policy for a higher amount. The representative told me that he could get a higher cash value plan by taking my existing policy and rolling it into the higher amount policy and my payment would be nearly the same as it was currently. I authorized him to get me the numbers so I could compare them. He took my paid up balance and put it into a new policy without my knowledge or consent. They are now trying to force me to accept a policy that I cannot afford.

    • Initial Complaint

      Date:03/08/2024

      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.
      I closed a life insurance policy. The company is to pay me the cash out value. The acct was closed a month ago and I was told the check was to be sent by an expedited process. A month later I can no longer view the acct on line, I call and get the run around, the check was allegedly cut but sent through **** and not expedited and I cannot get a representative to answer my calls or emails. Acct #******** ******************************** DOB 2/17/1970

    • Initial Complaint

      Date:01/28/2024

      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.
      I contacted Prudential (along with my daugther to assist as I am 86 years old and she is the trustee to my trust).back in October and requested to surrender my life insurance policy #*******. At that time, I was told to just write on a piece of paper that I was requesting to surrender my policy. I ASKED at that time if there was a form I needed to fill out and was told NO just write it on paper and submit it which I did. I was never contacted to let me know I needed to fill out a form! I only found out when I called to find out where my check was and was told I needed to fill out a form!! There has been numerous calls since then where Prudential has requested additional information each time. After months of communicating on my part with Prudential I was told on January 10 or 11,2024 that the check was bring processed. On Wednesday January 24,2024 I called again and was given numerous reasons why it hadn't been processed once again with NO communication with me. So after ANOTHER conversation with them initiated by me where they were requesting information that was already sent to them I was told that they would process my check which would take 24 to 48 hours and then it would be overnighted to me. (at no cost to me!!!!!) I have still not received my check, Each time I have asked to talk with a manager and am told "I am a manager" At this point I'm not sure what's going on or if I;ll ever see the surrender policy money that i about $20,000. Thank you

    • Initial Complaint

      Date:01/02/2024

      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 on maternity leave and they have yet to provide me any payment or the month of December. I was told I would be sent a check overnight and its now Jan 2nd my things are being turned off and I have yet to receive payment.

      Business Response

      Date: 01/16/2024

      We were not able to locate ************************* in our database based on the information you and the correspondent provided.  As such, we are not able to confirm if the correspondent is the policyowner.  The correspondent needs to provide the name of the policyowner and the policy number, if available, before we can handle this accordingly.  Please forward this information to our attention at your earliest convenience.

    • Initial Complaint

      Date:12/07/2023

      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 have tried to cash surrender a life insurance policy,as power of attorney for my father,to help with nursing home costs. I have been attempting to do this since September. I have provided the documentation, three times, sent by certified return receipt mail. I have been told the check is being over nighted several times and I have not received the check.

      Customer Answer

      Date: 12/14/2023

       
       
      My complaint against Prudential insurance company, complaint number
      ********, has been resolved.  Thank you.

      **** *****

    • Initial Complaint

      Date:11/21/2023

      Type:Product Issues
      Status:
      Unanswered
      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 IN REFERENCE TO THE LIFE INSURANCE POLICY FOR **** ******* ********:
      CONTACTED PRUDENTIAL CUSTOMER SERVICE AT 1SEVERAL TIMES WITH NO SUCCESS IN REFERENCE TO CHANGING MY MOTHER'S MAILING ADDRESS, AND ALSO TO GET A COMPLETE COPY OF HER INSURANCE POLICY (POLICY NUMBER ********), AND TO FIND OUT WHY SHE WAS BEING AUTO DEBITED FOR APRROXIMATELY 350.00 A MONTH EVERY MONTH. I AM MY MOTHERS POWER OF ATTORNEY BECAUSE SHE IS IN A NURSING HOME WITH DEMENTIA, SO WE HAVE TO INFORMATION ON ANY OF HER PRUDENTIAL PAPERWORK. WHEN YOU CALL CUSTOMER SERVICE THE BACKGROUND IS SO LOUD AND UNPROFESSIONAL, SOUNDS LIKE REPS ARE WORKING FROM HOME, KIDS HOLLERING AND SCREAMING IN BACKGROUND, LOUD TVS, ETC... POOR CUSTOMER SERVICE. SENT INFORMATION BACK IN SEPTEMBER 2023 IN REFERENCE TO CHANGING ADDRESS AND ADDING ME AS POA TO HER ACCOUNT. I WOULD LIKE A CALL BACK FROM WHOEVER HANDLES THIS COMPLAINT FROM PRUDENTIAL AS WELL.

    • Initial Complaint

      Date:11/03/2023

      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.
      10/1/2023- My husband, *************************, 15 year life insurance policy was ending and going to increase from $34 a mont to $354.60 a month. I called to go over my options and could not understand the person and hung up in frustration. This was very frustrating to me because my husband supports my family and has an auto immune disease called Sarcoidosis in his lungs. So he is not able to receive another policy.10/2/2023- Called again, explained my situation and they transferred me to the same person, I cancelled my policy. I really didn't know what else to do and I didn't feel like I had any options.10/3/23- I wrote a letter explaining my disappointment with the situation and heard nothing in response.10/6/23- Same lady with the heavy accent called to confirm cancelation.10/15/23-$354.60 pending for deduction in my checking account. I called and they said I had to fax them verification from my account. I could not screen shot, email, nothing else. So I went to the bank that day, and I went to *** to send the fax. 11/1/23-Still have not received a refund, yet I received a letter from Prudential stating I owe them $3,606.28 by November 5th, with an annual premium of $4,377.50? I am worried they are going to continue to take money out of my account because they have had access to it for the last 15 years. I would like to make sure this policy is canceled and I don't know how else to do this. I have tried calling, emailing, and regular mail. This is my last resort. Can you please help.Owner : ************************ Policy Number : L8 340 211

    • Initial Complaint

      Date:10/16/2023

      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.
      I can't login to my life insurance policy because my username was attempted to many times. It doesn't let me create a new account or change my password. I tried calling the useless customer service number after waiting for 30 minutes for someone to answer, he couldn't understand anything I was telling him. After getting no where except my name, he hung up.

      Business Response

      Date: 10/20/2023

      Please be advised we were not able to locate the complainants name in our system based in the information provided.  As such, we will not be able to address any concerns until information about the policy number in question is provided.

      Customer Answer

      Date: 10/23/2023

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      Was finally able to talk to someone who was actually helpful and got me logged in.

      Regards,

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

    The Prudential Insurance Company of America is NOT a BBB Accredited Business.

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