Business Profile

Retirement Planning Services

Lincoln National Corporation

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

186 total complaints in the last 3 years.
83 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.

Initial Complaint
Date:12/21/2022
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 a short term disability claim over 2 months ago. I have been calling them to get a status update every other day and have left MULTIPLE voicemails and no one contacted me back for weeks. Once I was contacted by rhencase manager he advised me that he had no documentation for my claim or medical history. I drove 2 hours away to get my medical records and submit them to Lincoln financial just to be ignored for another 3 weeks and the manager whom I spoken with should certainly not work in anutbing related to healthcare not only is she insensitive, but condensating, rude and never wants to fix the issue just tells you whatever lie to get her out of talking to the customer. She told me she already had all the documents I sent and she needed more information. Mind you this took me having to contact them again for another 3 days just to be told this information. I am asking that 1. I have someone else deal with my case. 2. That the manager be told that she should really take the time to consider that most people filing disability have been thru some tramatic experience and she shouldn't treat them that harshly and them speak when they are exolaining without cuttinf them off and being rude. 3. Not waiting for 7 weeeks to advise someone that they need medical records and that they could not obtain them from the hospital and also keep a line of communication I have left over 55 voicemails and messages for my case manager. Which they should have on record this is completely absurd and I would like somebody else to look into my case. Also they had me down for my disability for leaving for PTSD and it's not the case it's leaving because of the severe nerve damage in my left hand which is my dominant hand and I cannot use it at all so therefore I would not be able to productively and safely do my job duties.
Business Response
Date: 12/29/2022
Thank you for your inquiry.
Please note that privacy laws limit the amount of information that we are able to provide you regarding this matter.
Our records indicate that *******************, Director, spoke with ************* on December 28, 2022, to address her inquiry and advised her of the status of her claim.
Initial Complaint
Date:12/14/2022
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 filed a short term disability claim with Lincoln Financial Group on 11/18/2022 and was told it would take 7-10 business days to process. Today is 12/14/2022 and the claim has not even been started. Everytime I call for an explanation I'm given a different story as to why it hasn't been started. I have requested, several times, for any and all necessary forms I need to complete but have not received them. I have asked to speak to a manager/supervisor 3x over the last 3 days to provide clarity on the situation as no one can give me an answer. Each time I am sent to VM, leave a message and have yet to receive one returned call. I need a straight answer as to what is going on with my claim and how to get a resolution to whatever is holding it up.
Business Response
Date: 12/28/2022
This letter is in response to your request received December 23rd, 2022.We would like to thank you for sending this complaint to us on behalf of our insured,*****************************. However, privacy laws limit the amount of information that we are able to provide you regarding this matter. Accordingly, we have responded directly to **************** regarding his concerns.

Sincerely,

***********************
Claims Resolution Consultant
Claims Resolution Services
Lincoln Financial Group
Customer Answer
Date: 01/04/2023
[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:
Contrary to what LFG says they have NOT contacted me. They sent me one email with a form that I had ALREADY completed and sent back to them weeks ago. I have sent several emails and left 3 VM for the contact person, ***************************, since my first complaint and have not received a single response. When I try to speak to someone else the call is constantly disconnected and they cannot tell me why my claim is still pending 2 months after being filed. Their clients are clearly not a concern to them but I haven't worked since 7NOV2022 and am struggling to afford groceries. I am imploring the BBB to help me get some resolution in this matter. Until I speak to someone who can actually tell me what's going on this matter is not resolved.

Regards,

*****************************
Business Response
Date: 01/09/2023
We are writing in response to the follow up we received from you on behalf of ****************************** As previously stated, privacy laws limit the amount of information we are able to provide you regarding this matter. We have previously provided a written response to **************** regarding his concerns. Additionally, the claims examiner spoke with **************** on 1/4/2023 and provided him a current status on his claim.

Sincerely,

***********************
Claims Resolution Consultant
Claims Resolution Services
Lincoln Financial Group
Initial Complaint
Date:12/14/2022
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 filed a claim on 21Oct2022 with LFG . I followed up the week of 14Nov2022 to confirm that all my paperwork was complete for my FMLA/STD and was told that no other documents were required at that time and there was nothing else that I needed to do on my part. However, I did not receive my paycheck that I was expecting. I reached back out to my claims rep and couldn't get in contact with her, despite the multiple messages that I left on her voicemail. I spoke to other reps and was told that additional documentation was needed from my providers. I contacted my providers and they confirmed that they never received the request, due to the contradictory informaton my claim is in limbo. I couldn't get in contact with my claims rep so I requested a manager call back. Instead of the manager calling me back finally my claims rep returned my call. During our discussion I was given information that I didn't receive previously. After the call, I received the authorization for the release of information including PHI to sign that I was never requested previously which I should have received before they requested my medical records from my providers. This was my first time receiving this document on 12Dec2022 and my claim expires on 29Dec2022. From my understanding, if I was not notified to sign the form previously the medical records were never requested. Also, I have requested that LFG email the information that they are "sending" to my providers to be sent to me so I can reach out to all of them myself and as of 14Dec2022 I have not received this request from LFG. I need for things to urgently get moving as this is the holiday season and staff will be out of office. Please have a manager contact me so we can work together to get this issue resolved as soon as possible. Thank you.
Business Response
Date: 12/20/2022
Thank you for your inquiry.
Please note that privacy laws limit the amount of information that we are able to provide you regarding this matter.
Please be advised that *****************************, Manager, attempted to contact you in response to your request to speak to a manger on December 19, 2022. ***************************** may be reached at *****************************.

Customer Answer
Date: 12/27/2022
[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: My case I still not being reviewed properly. I have PERSONALLY submitted my medical records to *************************** and I have uploaded directed to my Lincoln portal. Now when I call in to check on my progress they only have 1 of my 4 providers in medical review. This is still not right, why is the medical review not including all of my documents? This entire process has held up my pay check that I am rightfully due. I can never get accurate information from the customer service reps so if this information is not accurate please let me know. Also, manager ****** that I have been in contact with is out of office until 03Jan20223. Hopefully, I will not need to wait that long to receive approval of my claim! Please help urgently as this is not good business. Thank you

Regards,

***************************
Business Response
Date: 12/29/2022
We have received the follow up inquiry. A manger attempted to reach ************************;on December 28, 2022 to discuss her claim. We were unable to leave a message as the voice mail box was full. Your follow up inquiry was remitted to claims with a request for a manager to contact ****************************
Customer Answer
Date: 01/04/2023
[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: your company has confirmed that all of my medical records have been received. However, there is still no movement on my case. Previously when discussed with customer service representatives they noted that my reviewer could review and make the decision over the phone. How is it that some claims can be reviewed over the phone in less than an hour and others need 3-10 days? In regard to the manager call back. I have reviewed my cellphone history and have no missed calls from LFG, however my main contact did reach out to me last week. I only get a call back from my main contact when a manager review is requested. Please have someone reach out to me to update me on the status of my claim as soon as possible. Thank you.

Regards,

***************************
Business Response
Date: 01/06/2023
Thank you for your follow-up inquiry.
Our records indicate that you spoke with ***********;********, Manager, on January 4, 2023 and you were advised that your claim was denied. In addition, you were fully advised of your right to file an appeal. You may remit an appeal. Any questions you have regarding the denial, or the appeal process may be directed to *********************
Initial Complaint
Date:12/12/2022
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 requested a fund withdrawal on 11/22 due to no longer working for the company that my 401k with Lincoln was through. I made sure all appropriate paperwork was filed and submitted as needed however my request is still stuck saying that it is in a status of "sponsor review". Now I have worked with the third party that approves these requests and they have stated multiple times that it is being held up on Lincoln's end. I have tried to contact the plan manager to get this approved and left a total of 5 voicemails requesting follow up but have yet to receive a call back. I want my money cashed out as soon as possible as this is beyond infuriating and i've been going around and around in circles with this for nearly a month now with no resolution in sight. Attached below is a screenshot of my withdrawal request still showing as pending along with what my former employer received from The Retirement advantage (third party that approved all paperwork)
Business Response
Date: 12/19/2022
December 19, 2022
Dear *** *******,
I am writing in response to your email dated December 16, 2022 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,
Suzanne ** M
Initial Complaint
Date:12/02/2022
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 believe Lincoln Financial has been intentionally dragging out my short term disability claim for over a month in order to delay having to pay me. They do not provide updates, so the burden is entirely on you to contact them frequently. They told me a medical review would be complete within 5 business days, and 7 business days later when I called to ask about the status I was told it may take 7-10 business days and that there is no way to expedite my claim once it is in the medical review process. My claim was submitted on 11/7/22 and now at 12/2/22 my claim still hasn't made it through the review process. What I would like is an explanation as to why my claim has taken so long to be processed. I would also like an apology for the numerous times I've been given inaccurate or incomplete information(causing further delays). And finally, I would like my claim to be expedited through the review process so that I can pay my mortgage, late fees and overdraft fees that have been a result of Lincoln doing their very best to delay paying out on a claim.
Business Response
Date: 12/20/2022
Thank you for your inquiry.
Please note that privacy laws limit the amount of information that we are able to provide you regarding this matter.
Our records indicate that we contacted the consumer on December 5, 2022 and advised him that the medical review was completed, and the claim was approved.
Initial Complaint
Date:11/29/2022
Type:Service or Repair 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.
REQUESTED 401K PLAN DISTRIBUTION.Paid only $9175.64 while balance of my savings was $10716.89 on 10/28/2022 on distribution closing.$1541.25 was missing.No breakup information upon logging on their site!No secure EMail capability!On calling - rep had no answer, just 'tough luck'!Need breakup explanation and details!
Business Response
Date: 12/21/2022
December 21, 2022
Dear ******** *******,

I am writing in response to your December 13, 2022 email to The Lincoln National Life Insurance Company (Lincoln Financial) regarding the above-referenced Case Number. Due to privacy laws, Lincoln Financial cannot provide you any account information regarding the complaint ****** ****** filed. Accordingly, Lincoln Financial has responded directly to ****** ****** regarding this matter.
Thank you for bringing this matter to the company's attention. If you have any questions or need any additional information, please welcome free to contact me.
Regards,
Julie T
Customer Answer
Date: 12/29/2022
[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: thanks for handling my complaint.THANKS

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is confirmation of biting the bullet and move on in life.

*************************
Initial Complaint
Date:11/07/2022
Type:Service or Repair 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.
I have been trying to rollover my 403b from Lincoln to my new employers 401k. The old employer forgot to terminate me completely but corrected that and Lincoln still refuses to release my funds even after receiving communication directly from the old employer that I am terminated and do not work there. I was told by one agent it was cleared and would take place within 24 hours, when it did not I called And was told I was nor told that. The supervisor did go back and listen to the call and has since confirmed I was told it was taken care of by their rep but it wasnt and they are still working on it. I want my funds released to the new company 401k immediately. I have not worked at the other company since October 2021.
Business Response
Date: 11/16/2022
November 16, 2022
Dear *** *******:
I write in response to the November 11, 2022 letter to Lincoln regarding the above-referenced complaint ID. Privacy laws limit the amount of information we can provide you regarding this matter. Accordingly, Lincoln is continuing our review and will respond directly to ****** *****. Thank you for bringing this matter to the Lincoln’s attention.
If you have any questions or should you need any additional information regarding this matter, please feel free to contact me.
Regards,
Julie T
Customer Answer
Date: 11/20/2022
[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:

I have received the message from Lincoln Financial, however my retirement savings is now missing due to their negligence. I completed their required form and provided how the check had to be made payable to, Lincoln Financial decided to make the check payable to another entity and not what I had written on their form to process the rollover. They also did not attempt to contact me to tell me they were making the check payable to another entity. I have called and emailed multiple times with no resolution. ************************* sent me an email stating the check had been cashed on November 16, 2022, but since the check was not made payable to my rollover fund as specified and ********, the new 401k administrator, has not received it, I have no idea who has my money. I have called and emailed on November 18 to state I need proof of who cashed my retirement funds and have not received any information.

To be clear, Lincoln Financial ignored what I wrote on my rollover form and made a check payable with my retirement funds to another entity causing my money to be missing and they are not assisting me in locating my funds that they mismanaged. Each day that goes by that my money if missing is a loss for me towards my retirement goal. This is absolutely unacceptable!

Regards,

***********************
Business Response
Date: 01/22/2023
January 12, 2023
Dear *** *******:

I write in response to the December 29, 2022 letter to Lincoln regarding the above-referenced complaint ID. Privacy laws limit the amount of information we can provide you regarding this matter. Accordingly, Lincoln is continuing our review and will respond directly to ****** *****. Thank you for bringing this matter to the Lincoln’s attention.
If you have any questions or should you need any additional information regarding this matter, please feel free to contact me.
Regards,
Julie T
Customer Answer
Date: 01/22/2023
[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:11/07/2022
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 filed a claim on July 5th, 2022 with Lincoln Financial, after a lot of confusion in the first place about if I could file a claim, which lead to me not getting treatment and pushing myself further than I needed to. I was given instructions which were wrong, lied to by management, my claim tossed from person to person to person, and so, so much more. They finally received everything on July 23rd, although when I would try to call and check on things I could never get a call back. The first Claims Examiner I had was helpful and let me know what they needed, which I had to find out by calling because they did not communicate needing additional information. They sent requests to documents to a provider who is not my doctor, and then just wrote that they didn't need to call! They didn't even inform me of that. They finally reviewed the documents on August 5th, and I called twice, asked to speak to a manger, nobody called me back. Turns out they needed a level 2 examiner to look at it so they had to get that assigned to the right person. I got an email from this person on the 8th and 15th, and after we got the information in they approved my claim.That's when they gave the case to a level 1 claims examiner, and the manager told me that (even though it's written in the notes they needed a specific person who could work a claim with a behavioral (mental) health diagnosis) it was fine, which doesn't make a lot of sense. On August 8th they told me their 48hr turn around for callbacks was now 8 days. The new case worker called me on August 26th, and told me they had everything, even though she knew that was a lie, and that I was working with two providers. They completely ignored the information not being there and she went ahead and sent it for medical review. The person who conducted the medical review stated that the information didn't support the claim, but the only thing that had changed was they didn't have that information. She also lied repeatedly on record.
Business Response
Date: 11/14/2022
This letter is in response to your request dated 11/11/2022. We would like to thank you for sending this complaint to us on behalf of our insured, **************************** However, privacy laws limit the amount of information that we are able to provide you regarding this matter. Accordingly, we have responded directly to **************** regarding his concerns.
Regards,
Cheryl G*********
Claims Resolution Consultant
Claims Resolution Services
Lincoln Financial Group
Initial Complaint
Date:10/25/2022
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 recently had to go out on emergency short term disability from my job ( ******* Lincoln financial group is the company that is suppose to pay me for being out and is refusing to do so. This is causing me intentional infliction of emotional, mental and financial distress. This company has dragged out my payments for two months now. My second job I also had to leave on emergency requested the same information and everything with that job is going well. Lincoln financial group refuse to request ALL paperwork at one time and my doctor has faxed over the same paperwork to lfg several times. This company lfg is causing interruption with my health and living.
Business Response
Date: 11/04/2022
This letter is in response to your request dated and received 10/26/2022. We would like to thank you for sending this complaint to us on behalf of our insured, *******************************. However, privacy laws limit the amount of information that we are able to provide you regarding this matter.Accordingly, we have responded directly to ****************** regarding her concerns.
Regards,
Claims Resolution Consultant
Claims Resolution Services
Lincoln Financial Group
Customer Answer
Date: 11/18/2022

[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: 18310287

I am rejecting this response because:

Regards,

*******************************
I ******************************* seem to be running into a issue with locating the response from the BBB and I apologize for this. I'm not sure if I missed a email from your company but I do not see your response to this matter. Please contact me at your earliest convenience by email or by phone ************. Again, if I missed some communication from your company(BBB) I apologize. I look forward to hearing from you soon.

Business Response
Date: 12/29/2022
The comments from ****************** indicate she is looking for a response from the BBB, not Lincoln Financial Group. Lincoln responded directly to ****************** on 11/4/2022. We see no new issues she has presented for Lincoln to address.

Regards,
***********************
Claim Resolution Consultant
Claim Resolution Services
Lincoln National Life Insurance
Initial Complaint
Date:10/21/2022
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 a anuity disbursement. When I filed it said 2-3 days. The next day I got an email saying up to 5 days. Well now it's been 3 weeks and they still will not answer the reason for this time. The more they wait the more the stivk drops and I keep losing money. Tired of calling because all they say is we will get to it.
Business Response
Date: 10/26/2022
Dear ******************,
Attached please find our response.
Thank you.

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Lincoln National Corporation is NOT a BBB Accredited Business.