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

  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:07/10/2023

  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.

  On May 23rd 2023 I submitted documents requesting short term disability from Lincoln financial group. I have paid this provider for five years and never attempted to use the service. All requested documents were submitted. I have only talked to my claims adjuster ***** twice each time was after I left voicemails with her direct supervisor. On the second voicemail I stated that ***** was none responsive and did not display a sense of urgency, she set timelines that she would follow up and never did. My doctor has had me off of work due to my blood pressure being at stroke level and I manage a group of 18 people in the collections department. ***** called me on July 6th and said yes Im calling to tell you we are denying your claim as your blood pressure is no reason you can not do your job duties. I asked how can I start an appeal she promised she would send the information out which I have yet to get m. When I called this morning and spoke to a customer service agent I was advised an email went today however I have not reciprocated it. The representative attempted to open the email but stated she was not authorized to open the email which she claimed was very odd. I feel my claim was denied based off of personal emotions in retaliation for my attempts to contact ****** supervisor. I do not feel my claim was fairly assessed granted varied told me on June 30th that my claim needed to fe reviewed by the medical professional to determine the amount of time they could pay my claim, and later came back with a denial of my extension.

  Business Response

  Date: 07/13/2023

  This letter is in response to your request received 7/12/2023.  We would like to thank you for sending this complaint to us on behalf of our insured, Martrease **********.  However, privacy laws limit the amount of information that we are able to provide you regarding this matter.  

  Claims Manager, ***************************** spoke with ************************ on 7/10/2023 regarding her concerns.  ************************ has advised she will be requesting an Appeal.

  Sincerely,
  
  ***********************
  Claims Resolution Consultant
  Claims Resolution Services
  Lincoln Financial Group

  Customer Answer

  Date: 07/21/2023

  [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:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********* **********
  

• Initial Complaint

  Date:07/06/2023

  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.

  ***************************** policy # **********  Surrendered this as ira rollover to ********************* Started process on May 14. Lincoln did not process until the end of June, past the 30 period when Market ValueAdjustment would not apply. They kept 3% of my proceeds. Many calls to the Lincoln Service Center have yielded no help. I was told on June 28that a supervisor would call to try to process ‘ an exception” No one called. They claim they have no record of me calling. They said they would put in another request. I have filed a bad faith complaint with The California dept of Insurance. I have contacted a local TV station “ * ** ********”. They may do an on air broadcast of my experiences with Lincoln. Every time I call I get a different answer. The Reps are understaffed, poorly trained, and unable to help me. I am not going to let this rest until I get the money due me.i am investigating other State and Federal agency's along with the Better Business Bureau as places to present my case. Sent from my ****. *********************

  Business Response

  Date: 07/18/2023

  July 18, 2023 

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

  I am writing in response to your email dated July 11, 2023 to Lincoln Financial Group regarding the above-referenced Complaint ID Number.
  

  We believe this matter belongs with Lincoln ******* **** ****************, not Lincoln Financial Group, and we ask that you update your records accordingly. Lincoln Financial Group is not affiliated with Lincoln ******* ****.
  

  Thank you for bringing this matter to the company's attention. If you have any questions or should you need any additional information regarding this matter, please feel free to contact me.
  

  Respectfully,

• Initial Complaint

  Date:07/06/2023

  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.

  The company issued me a check that was an overpayment. They sent me an email saying not to cash the check and they are going to reissue it. I did not see that email and cashed the check and paid my bills. I saw the email 2 days later and responded with no response back. The morning of 7/6/2023 my bank account was -$904 due to them canceling the check before I had even received the check they reissued. No I am facing potential over draft fees due to the mistake they made. I also do not receive prompt response to my emails and voicemails and rudeness from ********************* my "specialist" whenever I do get him on the phone. All I am trying to do it make sure my baby bonding is being issued to receive pay and cover my absence from work. Now I am struggling to make ends meet because of their incompetence.

  Business Response

  Date: 07/13/2023

  Thank you for your inquiry.

  Please note privacy laws limit the amount of information that we can disclose.

  Our records indicate that a manager contacted the consumer on July 6, 2023, and addressed his concerns regarding his disability payment.

  If the consumer has any additional questions regarding this matter he may contact ***************************, Manager at: ************, extension *****

• Initial Complaint

  Date:07/05/2023

  Type:Billing 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 life insurance policy with Lincoln Financial Group in Greensboro, NC, Policy # ********* for many years. It was a $1 mil. policy. In 2022, I received a notification that the policy was terminated due to non-payment of premium. However, I never received a premium statement!!

  Business Response

  Date: 07/11/2023

  Complaint ID: ********

  ******************,

  I write in response to your email dated July 6, 2023, to The Lincoln National Life Insurance Company ("Lincoln") regarding the above-referenced Case Number. Due to privacy laws, Lincoln cannot provide you with any policy information regarding the complaint that ************************* filed. Lincoln Financial has previously responded directly to ************************* regarding this matter.

  
  Thank you for bringing this matter to the company's attention. If you have any questions or should you need any additional information regarding this matter,please feel free to contact me.
  
  Sincerely,
  ***********************
  Analyst, Compliance 
  Legal Department
  
  LincolnFinancial.com  ************ Office 
  

  
  Registered Representative of Lincoln Financial ******************* a broker/ dealer.Insurance products are issued by Lincoln affiliates. **************** located at ****************************************************************************. Lincoln Financial Group is the marketing name for Lincoln National Corporation and its affiliates.

  Customer Answer

  Date: 07/20/2023

  [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: ********
  
  I am rejecting this response because: Lincoln Financial could easily reinstate this policy that they have unfairly terminated without disclosing any confidential information.
  
  Regards,
  
  *************************
  

  Business Response

  Date: 07/28/2023

  We have received your July 21, 2023 letter and have also received correspondence from the ******* Department of Financial Services, which has jurisdiction in this matter. As such, we will respond directly to the ******* Department of Financial Services. We expect that *** ***** will receive a response from the ******* Department of Financial Services.  

  Customer Answer

  Date: 08/07/2023

  Good day:

  Thank you for your email.  The reason that I have not yet replied and further to Lincoln National Life Insurance Comapny's latest reply is because I was/am awaiting their required response to The ******* Department of Insurance who, as "Lincoln" correctly pounted out, has jurisdiction over this case.  To date, Lincoln National has done everything possible to show total disregard to me as a long-time policyholder and to the law, which they have clearly violated by breaching the Coverage Protection Guarantee in the original ********* Pilot Policy, which they purchased from them.  

  However, there is a VERY short window of opportunity for them to do the right thing by reinstating this very important policy.  If indeed they finally decide to act honrably and legally, it will be my pleasure to withdraw my compaint with your very fine organization, to which they chose not to belong.  Otherwise, I hope that you will please post this so that potential future policyholders will be aware of how they treated me and will hopefully select a more honest and ethical life insurance company that values their policyholders.

  Thank you.

• Initial Complaint

  Date:07/05/2023

  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 called Lincoln Financial to inquire about using retirement assets for a mortgage. The customer rep **** did not assist me with answering my questions clearly. He kept repeating I don’t know how to explain any more clearly to you as if I were an elementary school age child. I still have unanswered questions, and I do not appreciate the nasty tone of the representative who had zero patience which is a reflection of his poor phone skills at this institution.

  Business Response

  Date: 07/19/2023

  July 19, 2023

  Dear *** *******,
  I am writing in response to your email dated July 13, 2023, to The Lincoln National Life Insurance Company (Lincoln Financial) regarding the above-referenced Case Number. Due to privacy laws, Lincoln Financial cannot provide you with any account information regarding the complaint that *** *** *** **** filed. Accordingly, Lincoln Financial will
  respond directly to *** *** *** **** regarding this matter.
  Thank you for bringing this matter to the company's attention. If you have any questions or should you need any additional information regarding this matter, please feel free to contact me.
  Respectfully,

• Initial Complaint

  Date:06/30/2023

  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.

  Lincoln Financial: June 2023 This is a term life insurance policy. I'm set up on autodraft. There was something wrong with my autodraft for a couple of months. However, I was unaware of the problem. Lincoln Financial made no attempt to contact me, although they have all my contact information. Because of this, my life insurance policy was cancelled. You would think an simple, email, or text or something to let me know, but they did absolutely nothing. The customer service with these people has been awful. The only way to contact them is through phone. Good luck getting someone that can understand you and vice versa. When I asked if they could provide the dates, times, methods of trying to contact me to notify me of the issue, they could not. I'm in the process of trying to get reinstated, but the paperwork they sent was extensive. There were no instructions. The first time I completed the forms, it was sent back to me. It was like 50 pages and in insurance language. No highlights. No sticky notes. Just 50 pages of BS. I have finally completed the forms and added what they claim was missing this time. No idea if this will be complete. I believe this company doesn't contact you to tell you if something is wrong so they can cancel the policy and not risk having to pay it out. I had a perfect pay record for 8-10 years before now. I also believe they purposely make the reinstatement extremely difficult to discourage customers from doing it. And even if I complete all their paperwork, there is no guarantee I will be reinstated. I wouldn't do business with these people. I don't recommend anyone do business with these people. There are hundreds of companies. Do not choose this one.

  Business Response

  Date: 07/24/2023

  July 24, 2023

  Dear ******** *******:
  

  Thank you for your letter dated July 10, 2023, regarding the above-referenced complaint.
  

  Due to privacy laws, Lincoln Financial cannot provide the Better Business Bureau with any policy information regarding the complaint filed by *** *****.
  

  Accordingly, Lincoln Financial has responded directly to *** ***** regarding this matter.
  

  Please let me know if I can be of further assistance.
  

  Sincerely,

• Initial Complaint

  Date:06/26/2023

  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 critical illness insurance through Lincoln Financial. I received a ****** diagnosis in October 2022. I filed for the $10,000 critical illness insurance I had been paying for for over a year. Despite several attempts to mail and email the required forms, they claim they didn’t receive my portion of information until March. They didn’t even begin reaching out to the necessary parties to confirm my information until almost a month later. We have heard different stories from them and my doctor, but they claim they received all needed information on April 27th and the claim is in the final review stage. I have been told by several different employees that they would have the claim reviewed in 5-7 business days, and that they would expedite the claim. It is now June 26th and I still have not seen a penny, and the employees are continuing to lie and say they will expedite it, but no one ever does. They also “never received” a document allowing my wife to speak to them, despite filing it with them. They have lied and evaded payment at every turn with no end in sight.

  Business Response

  Date: 07/11/2023

  We will be responding to the complainant in a separate letter. 

• Initial Complaint

  Date:05/30/2023

  Type:Billing 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.

  Two of my dependent children were seen by their dentist on 5/8/2023. As we always do, we pay the dentist directly after the transaction and submit a standard ADA dental claim form to Lincoln Financial Group on 5/9/2023. As we realized after some time that the check wasn't coming, we reached out to be told that we authorized the payment to be sent to the dental provider. When I pulled out the ADA claim form and looked at line 37, I wasn't the least bit surprised to see that I did not authorize this payment to the provider as I never signed it. According to Lincoln's representatives, the date, a small black mark, or anything at all in that box will automatically refund the money to the dental provider, even WITHOUT the authorizing signature on it. So after Lincoln makes the mistake of sending the payment to the provider and not myself, it takes them weeks to finally acknowledge the issue, and as of 5/30/2023, no payment has been made. But when the payment was going to the dental provider, the claim was filed on 5/9/2023 with payment made on 5/10/2023. There seems to be no controls in place to safeguard claim payments, as anybody could alter this document to change payment - NO SIGNATURE REQUIRED on the signature line.

  Business Response

  Date: 06/14/2023

  June 14, 2023

  Dear *** *******:
  

  I am writing in response to your email that was received on May 31, 2023 regarding the above-referenced Case Number. Due to privacy laws, Lincoln Financial Group cannot provide you with any policy information regarding the complaint that ******* ****** filed.
  

  Accordingly, Lincoln Financial will respond directly to *** ****** regarding this matter.
  

  Thank you for bringing this matter to the company's attention. If you have any questions or should you need any additional information regarding this matter, please feel free to contact me at ###-###-#### or [email protected].

  Sincerely,

  Claims Resolutions Consultant
  Claims Resolutions Services
  The Lincoln National Life Insurance Company

• Initial Complaint

  Date:05/24/2023

  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.

  401(k) account opened in my name without knowledge or consent.

  Business Response

  Date: 05/30/2023

  May 30, 2023  
  

  Dear *** *******,  
  

  I am writing in response to your email dated May 25, 2023 addressed to ****** ********, Lincoln  National Corporation (“Lincoln”), regarding the above-referenced Complaint ID Number. Due to  privacy laws, we cannot provide you with any information regarding the complaint that ***** ************** filed. Accordingly, we will respond directly to ***** ************** regarding  this matter. 

  Thank you for bringing this matter to our attention. If you have any questions or should you need  any additional information regarding this matter, please feel free to contact me.  
  

  Respectfully,  
  
  

  Customer Answer

  Date: 06/01/2023

  [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: ********
  
  I am rejecting this response because:

  1) LFG admitted opening a 401(k) after I had closed account (see attached);

  2) LFG made no attempt to contact me in advance of reopening 401(k) account;

  3) LFG does not provide alternative to opening 401(k) account to receive contribution bonus following employee departure and closure of associated 401(k);

  4) This underscores further mishandling points regarding my salary following my departure, suggesting a pattern of misconduct on the part of LFG (compaint with *********** ***** of ***** pending).
  

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

• Initial Complaint

  Date:05/14/2023

  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.

  The business is committed to handling all of my personal healthcare information and giving me benefits based on the determination of those papers. Ever since I went on long term disability my personal case manager has had multiple discrepancies with handling it. I've ask over the course since March to speak with a supervisor regarding it and there has been no communication with me. Anywhere else in any business there would be no issue with this, but however the supervisor or whoever is directly above my case manager never reaches out, or responds to "the emails being sent to them" - when i inquire about it. All I want to do is switch case managers, but that seems to not be possible or conducive based on the no responses. In the beginning of March my claim for long term disability started for evaluation to be looked at to see if it was approved or not, but however it took the last week of March to receive any type of approval and that is only because I "went off" on my case manager after pointing out that they had proof of what medications I had prior to receiving benefits.In order to receive benefits part of the conditions are to be met is that I never had those specific medicines. I had to turn in my pharmacy script which they had- I assume two weeks prior to march 24th when my claim finally got approved at the end of the business day. My case manager was trying to have me submit more information that he didn't need in order to approve my claim. To be completely transparent. I don't even remember the full thing and I wish i was documenting this, but i reached out to my rep every single day thro March pretty much to ask about paper work that we sent over, but never supposedly got it. Apart of what made this difficult was that there was information I needed to send in order to get my benefits that was sent in the mail, that i never received. My rep never disclosed this. It wasn't until the 24th that another rep I got ahold of allowed me to do through email.

  Business Response

  Date: 05/16/2023

  Thank you for our inquiry.

  Please note that privacy laws limit what information can be disclosed in our response.

  Upon receipt of your inquiry ***************************, manager, contacted the consumer by telpehone and addressed her concerns.