Complaints

This profile includes complaints for Lincoln National Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Lincoln National Corporation has 33 locations, listed below.

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  Lincoln National Corporation

  150 N Radnor Chester Rd Radnor, PA 19087-5252

• 

  Lincoln National Corporation

  1500 Market St Ste 3900 Centre Square West Tower Philadelphia, PA 19102-2100

• 

  Lincoln National Corporation

  125 Summer St Ste 1400 Boston, MA 02110-1687

• 

  Lincoln National Corporation

  125 Summer St Ste 1400 Boston, MA 02110-1687

• 

  Lincoln National Corporation

  10 Saint James Ave Boston, MA 02116-3813

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:04/17/2024

  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.

  In March 22nd I submitted the documentation to Lincoln Financial for the withdrawal of my 403B. I was told 7 days for processing. I called back at the 7 day **** to find out they didn't process it correctly and had to send it back and to allow 10 days for processing and that it would be escalated. I waited the 10 days as requested to be told again by the rep that it was a 14/15 day turn around. I requested to speak to a supervisor. I spoke to ********* on April 10th and was told it was a 22 day wait which would have been today. I just hung up with them and a rep *** told me there is no progress and the wait time is 27 days and I *** have to wait atleast another 9 days for my funds. She refused to let me speak to a supervisor and said the turn around time can change week to week based on how many claims they have to process which according to her they have been having a lot come in. I informed her that the initial time I was given should have been what it was not the 27 days for new issues. Once again she refused a supervisor. I have *** made 8 calls to the company with no resolution.

  Business Response

  Date: 05/16/2024

  See attached response letter 

• Initial Complaint

  Date:04/16/2024

  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.

  I received a letter in regards to my fathers death benefit. I filled out all the documents and sent back via email in 2/2024. I called to follow up and was told it would be 10 business days. I followed up after ******************************************************* I received another letter stating that had the wrong policy information and needed me to fill out another page. I emailed that in. Another 10 business daysnothing. Every time I call its 10 business days. Today 4/16/2024 I called and still nothing. I asked to speak to a supervisor to get more information on what the issue is. There was no supervisor on the floor but an email was sent to their processing department that apparently doesnt take phone calls because I couldnt be directed there either. I am completely getting the run around on the payable death benefit from my fathers annuity.

  Business Response

  Date: 05/01/2024

  Dear ******************,

  Please see the attached.

  Thank you.

• Initial Complaint

  Date:04/09/2024

  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 requested a payoff total for a previous loan. Representative on 3/14/2024 gave me an incorrect payoff total. Cashiers check ******* on 3/15/2024. Lincoln would not accept payment due to incorrect total. After many phone calls and lot of run around from representatives, I still have not received my money back.

  Business Response

  Date: 05/06/2024

  Please find the attached response from Lincoln Financial Group regarding this complaint. 

• Initial Complaint

  Date:03/30/2024

  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.

  I have been trying to get clarification and evidence from Lincoln Financial (LF) regarding supplemental life insurance that I applied for through my company benefit enrollment. According to my benefits administrator, requirements for evidence of insurability (EOI) does not kick in until the amount is $500k or more (not the case for me).Yet, for the last three benefit enrollment cycles, I have received from LF notices of denial of coverage for supplemental life insurance. The response from my benefits administrator is that these denial notices are boiler plate and/or false flags. And that I had/have coverage.As a result, I am in coverage limbo. There remains ambiguity between what my benefit administrator is saying and what LF has sent me regarding denial of coverage. And I (and my HR department) have exhausted all measures to clarify this with the benefits administrator.Then I sought clarification from Lincoln Financial by calling the phone# provided through my benefits administrator. While the agent was polite, she did not resolve the discrepancy and I remained in doubt about if I was covered or not.Next I wrote Lincoln Financial (US postal mail) to request an explicit statement clarifying the discrepancy and provide written proof that could be used by my wife to receive the supplemental life insurance should I die and she is faced with difficulty collecting the benefit. This correspondence was sent February 27, 2024. I have not heard back. It was sent to two addresses - (1) the benefits service address and (2) the underwriter's address that was listed on the denial of coverage.What I am seeking is closure on what supplemental life insurance coverage I had/have (or not) for benefit years 2022, 2023, and 2024. I need hard evidence that resolves the ambiguity - something that can be used in the event of my death as well as something I can use to get reimbursement from my benefits administrator, who has charged me for this coverage for the last three years.

  Business Response

  Date: 04/18/2024

  Please be advised that privacy laws limit what information we may disclose in our online responses. Upon our receipt of your inquiry, our Underwriting team reviewed the consumers applications and determined that the consumer is covered under a self-administered group for Underwriting purposes. This means the consumers employer determines when EOI (medical underwriting) is required, informs employees when an application must be submitted, and manages each employees coverage amounts. Lincoln is not provided this information until a claim for benefits is submitted.
  
  We were further advised that the employer hired a third-party administrator to manage their employees coverage elections and amounts. We are working with the consumers employer and the employers administrator to confirm the amounts of coverage in force for the consumer, determine why multiple EOI applications were submitted, and whether any refund of premium is required. Once complete,the employer will communicate these findings to the consumer.

  Customer Answer

  Date: 04/28/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21507265
  
  I am not accepting the business response now as it is only fair to wait for my employer to contact me to see what the resolution/conclusion is.
  

  Another reason for this reservation is because there is one outstanding question that I think only Lincoln Financial can answer. And the question is this:
  

  In the first year when I received the notice of coverage rejection from Lincoln Financial (benefits calendar year 2022), I followed-up with Lincoln Financials Underwriter per the instructions/address provided. The reply to that request was a 50-page package of copied medical records from a treatment facility I was in during 2021.
  

  This creates substantial doubt about coverage for that year as well as subsequent years when I received a similar rejection notice. Would Lincoln Financial go to the trouble of sending me such a packet of material if the rejection was not based on something real that would negate the coverage? When Lincoln Financial answers this concern/question to my satisfaction and I can get that in writing, I will feel a whole lot better.
  

  If it was an error on Lincoln Financials part,I can accept that. I just need a credible, documented explanation. I do not want my wife to go through an unnecessary bureaucratic nightmare of collecting supplement life insurance should I die. I am sure you understand.

   Regards,
  ***************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/14/2024

  Please be advised that privacy laws limit what information we may disclose in our online responses. The group life insurance policy under which **************** is covered is self-administered by his employer. This means they are responsible for managing eligibility, determining when medical underwriting is required, and processing payroll deductions.Lincoln does not control or determine the amount of coverage, and does not maintain or communicate records of your coverage amounts. As a courtesy,Lincoln contacted ******************** employer and their benefits administrator to request coverage information on ******************** behalf. We've forwarded the information we received via U.S. Mail. 

  Any Supplemental Life insurance amounts already in force were not impacted by ******************** Medical Underwriting applications in 2022. These applications were for optional life insurance coverages which were properly denied because the medical underwriting criteria were not met. This information is also included in the letter. 

• Initial Complaint

  Date:03/28/2024

  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.

  Been try to take out a hardship withdrawal for hearing aids and medical bills. I need them because its starting to affect my job. Being asked by Lincoln financial too many questions and delaying me from obtaining medical equipment. I should not have to disclose medical treatments to take out funds.

  Customer Answer

  Date: 04/25/2024

  I requested hardship withdrawal three times. This time I called and was told to send doctors note and proof insurance goes not cover hearing aids. I sent what was required and now Im being asked for something else.

  Business Response

  Date: 05/15/2024

  See attached response letter

• Initial Complaint

  Date:03/27/2024

  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.

  On October 3, 2023 Lincoln denied payment to my dentist, claiming I had already had the procedure done that year, which goes against my policy. I had not had that tooth worked on previously. I did see a second dentist in August 2023, but the estimate that dentist gave me was so high, I chose to find a cheaper dentist. So, I got a quote, but the dentist did not work on the tooth at all. The first dentist was able to get preapproval for the procedure, so I don't know why the second dentist who actually performed the procedure would get denied. I called Lincoln to discuss this and was told that the second dentist coded the bill to show this was the second treatment on that tooth. One, he didn't know I had gotten a quote from a previous dentist, and two, this was his first and only time to treat that tooth. I asked the representative if I could speak with his supervisor, and he told me it was against Lincoln policy to transfer a customer to a supervisor. I then asked him if I could be transferred to an American. He told me it was against policy to transfer me to an American.

  Business Response

  Date: 04/05/2024

  Please see the attached letter regarding our response to ******************** complaint. 

• Initial Complaint

  Date:03/24/2024

  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.

  I filed paperwork for my retirement plan withdrawl February 26th. A month later im still being told different stories every single time I call. Supposedly a rush request was placed on my account on March 11th. Over ****************************************************************************************** which were all lies to find out supposedly its still in the que and not being worked on. This company is absolutely a bunch of liars and do not treat people properly!! Never will I recommend using this company. A month later and no one can tell me where my retirement money is.

  Business Response

  Date: 04/11/2024

  Dear ******************,

  Please see the attached.

  Thank you.

   

• Initial Complaint

  Date:03/08/2024

  Type:Product 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.

  We canceled a liife insurance policy with Lincoln Financial Group in April of 2023. They informed me our policy was assigned to Old National Bank (ONB) and required their signature to release.During the month of May, and even though ONB had NO record of being assigned to this policy, I worked with ONB to provide the appropriate paperwork to Lincoln Financial. I was required to send the paperwork to Lincoln twice because Lincoln required (2) two corporate signatures on the release instead of just the one provided by a Senior Vice President. We finally received a letter dated **** 1 from Lincoln stating the policy assignment had been released.After never receiving our refund check I followed-up on 7.20.23 and was issued an ASAP approval for a premium refund for **** and July premiums with a confirmation number of 07202304MA.After not receiving the check again I called on 8.14.23. They called me back on 8.15.23 and said the refund was approved and we would receive the check in 20 days.Once again, we did not receive the check, so I called again on 9.21.23. They said they would call me back again. I missed their call and called them back on 10.2.23. This person said the billing department denied the refund. I shared my frustration and asked to speak to a manager and was told none were available. I asked to have the highest-level manager call me call me as soon as possible and I never heard from anyone. I then reached out to our insurance representative and asked if he would try and learned yesterday that he was unsuccessful as well. I'm reaching out to you to see if you can assist with getting our refund for the two months premium we paid and they agreed they owed, but reneged on refunding our money with no explanation. The annual premium payment was $2,630, so I'm estimating the amount owed to us is around $438.33 for two months premium. I'm providing several attachments of supportive documentation. Thanks so much in advance for your help with this.

  Business Response

  Date: 03/26/2024

  Attached please find our response. 

• Initial Complaint

  Date:03/01/2024

  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.

  After 25 years with my employer I was booked off work by the company doctor and was never cleared to resume duties. I applied for but was denied STD by Linc Fin Group for vague bureaucratic reasons. With the help of a third party I appealed, was retroactively approved, and received a lump sum of ***** six months back pay. I then had to submit a separate claim for **** It was approved with the caveat that I apply for SSA disability. Once approved, LFG offset my *** payment by the amount of my SSA benefit as is their practice. My diagnosis is permanent and irreversible, thus I am not required to recertify with SSA. However, LFG continuously requires me to complete supplementary claimant and physician statements under the threat of suspension. Had SSA denied me, LFG would have cited their decision to end my *** benefits, yet they wont abide by SSAs determination that my condition is permanent. I do not understand the requirement for my doctors and me to regurgitate the same static med info over and over. I feel like they are just looking for a slip up in terminology or minor inconsistency in dates to penalize me. My medical condition involves multiple specialist healthcare providers and, to complete these forms, they charge administrative fees that are taxing on my already greatly diminished income. When I and my doctors have pointed out that my condition is end stage, LFG says I must still go through this repetitive process as part of their ongoing investigation. I have signed multiple health info authorization releases, so I also dont understand why LFG cannot request what they need directly from my doctors. When I have asked specific questions about the provisions of my policy, eg maximum benefit period, document requirements, treatment of temp vs permanent disability, I have never received definitive or coherent answers, and I have been unable to find information regarding an impartial omsbudsman for their insurance division, only their financial one.

  Business Response

  Date: 03/05/2024

   Please note privacy laws limit what information we may disclose in our online responses.
  

  The policy states:
  
  When Lincoln receives Proof that a Covered Person is Disabled due to Injury or Sickness and requires
  the Regular Attendance of a Physician, Lincoln will pay the Covered Person a Monthly Benefit after the
  end of the Elimination Period, subject to any other provisions of this policy. The benefit will be paid for
  the period of Disability if the Covered Person gives to Lincoln Proof of continued:
  1. Disability;
  2. Regular Attendance of a Physician; and
  3. Appropriate Available Treatment.
  The Proof must be given upon Lincoln's request and at the Covered Person's expense
  
  Proof" means the evidence in support of a claim for benefits and includes, but is not limited to, the
  following:
  1. a claim form completed and signed (or otherwise formally submitted) by the Covered Person
  claiming benefits;
  2. an attending Physician's statement completed and signed (or otherwise formally submitted) by
  the Covered Person's attending Physician; and
  3. the provision by the attending Physician of standard diagnosis,chart notes, lab findings, test
  results, x-rays and/or other forms of objective medical evidence in support of a claim for
  benefits.
  Proof must be submitted in a form or format satisfactory to Lincoln.
  "Regular Attendance" means the Covered Person's personal visits to a Physician which are medically.
  necessary according to generally accepted medical standards to effectively manage and treat the
  Covered Person's Disability or Partial Disability.
  
  The consumer was notified on June 9, 2002 as follows:

  
  Benefit payment will continue to be provided as long as you have met all contractual provisions,
  including the definition of disability under the new any occupation standard. Your claim will be
  evaluated periodically to establish ongoing eligibility for benefits. Please note that approval at this
  time does not guarantee payments through the maximum benefit duration.
  
  
  We are administering the claim per the terms and provisions of the policy which require periodic continued proof of disability. *** claims are managed in accordance with the Clean Harbors Environmental Group Disability Income Policy not per the Social Security Administrations guidelines.

   

• Initial Complaint

  Date:02/23/2024

  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.

  My employer uses Lincoln Financial Group to assist with disability claims. I havent been paid for disability benefits that are available to me with my employer through Lincoln Financial. I have been dealing with this issue for over a week and have yet to be contacted by Lincoln Financial nor have I been paid. They continue to transfer me to different departments and voicemails only to say I have to wait ***** hours. However when that time is exhausted and no one has called back I make another phone call only to be told the same thing time and time again. This company has not assisted me at all.

  Business Response

  Date: 02/26/2024

  Thank you for your inquiry. Please be advised that privacy laws limit what information we may disclose in our response.

  We have tried to reach the consumer by telephone. We directed an e mail regarding the status of her claim to ********* today.

  ********* should contact ************************* if she has any questions regarding her claim. 

  Customer Answer

  Date: 02/27/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21338305
  
  I am rejecting this response because:
  
  I spoke with her on 2/28/24 with no additional explanation besides that the claim would have to be filed from the beginning again with someone. The claim was to never be voided especially if its the same issue.
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/29/2024

   We have explained to the consumer the status of her claim. We understand that she disagrees with our determination, however, we are administering the plan provisions. ********************** contact *************************, Manager, with any additional questions regarding her claim at *****************************.  

  Customer Answer

  Date: 03/01/2024

  [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:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me.  I will handle it a different way to get the benefits.
  
  Regards,
  
  ***********************************