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Business Profile

Insurance Services Office

Northwestern Mutual

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Services Office.

Complaints

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

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Northwestern Mutual has 19 locations, listed below.

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    Customer Complaints Summary

    • 52 total complaints in the last 3 years.
    • 16 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:10/03/2024

      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 have term life policies with them. I tried to call them to talk to them about this and no one has returned my phone calls.I would like to hear from the business, contact by the business.

      Business Response

      Date: 10/17/2024

      Our teams made outreach to this client to connect. Therefore, we consider this case resolved. 

    • Initial Complaint

      Date:09/11/2024

      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 was lied to by a representative working with northwestern mutual about a individual account which when explained to me in our first conversation would work as an account where i pay monthly into the account a set # and i would be able to withdraw all the money from my account as cash whenever i pleased, i ended up closing my account because i was not satisfied with their buisness and lo and behold the representative told me that he never actually set up the account i asked for and agreed to in the first place, instead he used all the money i sent monthly on "term life insurance" and not 1 dollar was put into the account i agreed to in the first place, the worst part is i was coerced into signing documents that when i signed them he told me himself they are what i wanted, that whole life insurance was just an addition to the account

      Business Response

      Date: 10/03/2024

      Our teams took the time to dig into this, and given the information provided, believe that our company acted accordingly and stand behind our claims made. We sent a letter to the customer explaining our research on their policy and explained our reasoning. For that, we consider this case resolved. 

    • Initial Complaint

      Date:08/19/2024

      Type:Billing 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.
      Ive been trying to contact someone to close my account/withdraw my policy and its absolutely impossible to chat/email or call anyone. They send you to your local advisor who never responds to anything. The payment process is awful and unpredictable. I just want to close my account so I can continue with another company.

      Business Response

      Date: 08/28/2024

      Our teams responded to this complaint accordingly and have obliged to the desired outcome. For that, we consider this matter resolved. 

      Thank you. 

      Customer Answer

      Date: 08/28/2024

      [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 satisfactory to me. 

      Regards,

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

    • Initial Complaint

      Date:07/01/2024

      Type:Product 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.
      Insurance Agent did not fulfill requests to surrender insurance policies, and we were continuously charged since 1/2023, and since 5/2024.Issues/notes/timelines are stated below :Subject: Contemporaneous Notes I am writing regarding a life insurance policy, which was verbally cancelled with an agent on January 5, 2023. According to the ******************** of Insurance Commissioners (NAIC) guidelines, insurance companies should retain records for at least five years after the termination of a policy. I am concerned that the recording of the policy surrender from that phone call *** not have been properly recorded or stored by Northwestern Mutual.Agent did not take notes during this phone call, which was scheduled over Zoom. Northwestern Agent **** and ******* from the Northwestern Client Loyalty Team both indicated that this was unusual during subsequent calls.Client and his wife, Client 2 have been clients of Northwestern Mutual since January 2017, with no complaints or payment issues. The account was transferred from the original agent to new agent in August 2021. Annual calls were scheduled in 2021, 2022, and 2023. The policy was verbally cancelled on January 5, 2023, and Client 2's policy was cancelled in writing in May 2024. For the first time in four years, no annual call was scheduled for 2024.On May 15, 2024, Client 2 emailed agent to cancel her policy but never received a response. Her claim of exception was also denied by Northwestern Mutual, citing no verbal surrender of policy on record.We request a refund for Clients policy from verbal cancellation request 1/2023 and Client 2's policy from written cancellation request 5/2024.

      Business Response

      Date: 07/19/2024

      Hello - Our teams have made contact with the client to resolve the issue. For that, we consider this case closed and resolved. 

      Customer Answer

      Date: 07/26/2024

      [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 satisfactory to me. 

      Regards,

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

    • Initial Complaint

      Date:06/12/2024

      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.
      This complaint is about my police number **********, from which they deducted $312.71 monthly. I spoke with financial advisor ********************************, to place an additional $312.71 in Savings so that I could make a total policy of $625.00, the amounts would begin to be deducted from my *************** checking account on December 10, 2023. But this discount did not happen that way, because on November 30, 2023, Northwestern Mutual deducted $1,123.55 from my account. I called Mr. ***************************** by phone and he told me that this had been a mistake and that they were going to return this Discount to me, but they did not return it. Then on December 12, 2023 they deducted $1,377.44 from me again. I called ***************************** again and he told me not to worry because they were going to reverse this amount and they didn't do it either. On January 10, 2024, they deducted $1,377.44 from my account again, then again I called ***************************** and he told me not to worry that they were going to reverse all these transactions. On April 3, 2024, they deducted $1,377.44 again, I called again to Mr. ***************************** and again with the same story that Northwestern Mutual had discounted by mistake and that I was not worried that they would return that money to me, but they never did such a reverse. Then on May 6, 2024 they deducted $1,377.44 from me again and again Mr. ***************************** continued with the same story that they were going to do the reverse but they never did it, for I had to call *************** to make a claim # ************ against these unauthorized discounts by Northwestern Mutual and *************** managed to reverse two discounts that Northwestern Mutual had made during the month of May. To date, this company owes me the amount of $6,633.31 from November 30th , 2023 to the current date, because Northwestern Mutual didn't the money return to my account. Now Mr. ***************************** no longer answers calls and I need this problem solved and my money back.

      Business Response

      Date: 06/21/2024

      Thank you for raising this. Our team has reached out addressing the concern and explaining our policies. For that, we consider this case resolved. 

      Customer Answer

      Date: 06/21/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      To this day I have not received anything in writing from Northwestern Mutual, saying that they are going to return my money, how can I accept anything if they have not solved anything for me?

      Regards,


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

      Business Response

      Date: 07/08/2024

      Our team went back to make sure the original claim determination was accurate based on the company's policies. The team then wrote back to the client explaining the reasoning for their determination. For that, we consider this case closed. 

    • Initial Complaint

      Date:01/30/2024

      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.
      They will not stop delivering the mail of a former tenant to my address despite numerous attempts to return the mail to sender.

      Business Response

      Date: 02/12/2024

      Our teams have addressed Mr. ********* complaint and worked to help solve the situation. For that we consider this case resolved.

      Thank you. 

    • Initial Complaint

      Date:01/24/2024

      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 asked a quote for a life insurance policy on November 2, 2023. The provisional premium I was quoted was $88.11 for my husband; before the result of the physical that was done. When I talked to *********************************, Financial representative, I informed him that I was a former smoker and stopped 18 months prior. My account was debited the $88.11 on November 20, 2023 & December 18, 2023. On January 19, 2024, $296.79 was debited from my account. I contacted my financial representative inquiring about the amount debited. He was unaware that the amount withdrawn tripled. I was later informed by ******* that the underwriters stated that there were concerns with the bloodwork that resulted in the premium increase, The specifics were not divulged to ******* and I was informed I cannot speak to the underwriters. We were informed that the premium was increasing prior to the amount being deducted from my account. I did not agree to these terms. I spent 2 hours on the phone with customer service and the corporate call center and was informed that the service rep is the person I must speak with. Northwestern Mutual drafted $473.00 from my account unauthorized. The premium withdrawals were a bait and switch - quoted $88.11 per month then $296.79 was debited. I am cancelling my policy and would like the $473.00 refunded. I repeat - I did not consent to the amount of $296.79 debit. Also, if there are concerning health issues for my husband, we would appreciate the company to provide the information.

      Business Response

      Date: 02/14/2024

      Our teams have addressed this complaint and responded accordingly. For that, we consider this case resolved. 

      Thank you.

      Customer Answer

      Date: 02/15/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      I received an e-mail from the company cancelling the policy and stating that the premiums I had paid would be refunded.

      Please see the attached e-mail that I received from Northwestern Mutual.

      I have not received the refund as of 2/15/24.

       

      Regards,

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

      Customer Answer

      Date: 03/03/2024

      Yes - I have received the refund.

       

      -*************************

      Customer Answer

      Date: 03/04/2024

      Consumer
      Most Recent Message
      Date Sent: 3/3/2024 9:57:08 AM

      Yes - I have received the refund.

       

      -*************************


    • Initial Complaint

      Date:01/10/2024

      Type:Sales and Advertising 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.
      My soupse and I both asked NWM to cancel our life insurance policies on 12/14/2023 in writing via the instrument attached. I heard nothing back from the company. After a harassing and verbally aggressive phone call to my spouse, where the agent demanded their SSN#, I decided to call the company (today, 01/08/2024) and see what was going on. I spoke with a **** during my call and she made me aware that they do not accept any cancellations in writing and only take verbal cancellations. Since When? I proceeded to ask **** to cancel my policy with an effective date of 12/14/2023. After getting the rigamarole about keeping the policy, declining all attempts, and etc - my policy was finally cancelled, but the as of date had to be today. When I tried to inquire as to why, I was hung up on. I want both policies cancelled with an effective date of December 14, ******************************* writing. I also want written confirmation of the cancellations. Finally I want all monies paid past that date, plus all additional monies owed to me, sent forthwith.

      Business Response

      Date: 01/18/2024

      Our teams have spoken with ************** and addressed his concerns appropriately. For that, we consider this case to be resolved. 

      Thank you. 

      Customer Answer

      Date: 01/18/2024

      [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 satisfactory to me. They owned their mistakes, gave a detailed description of corrective steps being taken, have sent me a refund as asked, and have mailed confirmations in writing as asked.

      Regards,

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

    • Initial Complaint

      Date:12/27/2023

      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.
      am writing to file a formal complaint against ****** from Northwestern Mutual regarding a life insurance policy that was misrepresented to us as a retirement/savings account. My husband, who is currently serving in the military and already covered by life insurance, canceled his existing policy in June 2022 after being sold this new policy in June 2022.Despite numerous attempts to contact ****** to cancel the policy, he failed to respond to our requests. Consequently, we decided to stop payment through our bank. In an effort to resolve this matter, I recently reached out to Northwestern Mutual directly to request a refund. However, I was informed that the nearly $2,000 we had paid cannot be refunded as it was allocated towards the insurance premium, which we were never made aware of.We feel deceived and misled by ******, as he presented the policy as a retirement/savings account rather than a life insurance policy. This misrepresentation has resulted in financial loss and unnecessary expenses for our family. We believe that ****** should be held accountable for his actions and that we are *********** a refund of the premiums paid.We kindly request your assistance in resolving this matter and obtaining a refund for the misrepresented policy. We believe that ****** and Northwestern Mutual should be held responsible for their misleading sales tactics and failure to provide adequate customer service.Thank you for your attention to this matter. We look forward to a prompt resolution and the return of our hard-earned money.Sincerely,******************************* **********

    • Initial Complaint

      Date:12/19/2023

      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.
      In June and July I made 3 payments to this company for disability and life insurance. I was told that if they deny me, then I will be refunded. It is now December and they ignore my emails. They say they have refunded me but they do not say what date the refund was or provide any evidence to me that would help me locate where this money is. There are ************* in my bank from Northwestern Mutual. All I want is the money that I am owed.

      Business Response

      Date: 01/02/2024

      Hello - Our teams have contacted the client and has addressed their concerns. For that, we consider this resolved. 

      Thank you. 

    Northwestern Mutual is NOT a BBB Accredited Business.

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