Prudential Life Insurance Reviews

Zero customer service. Can not pay online for life insurance premiums. Can not pay over the phone. ONLY accept a USPS mailed check. If you call them, they just hang up. I regret using this company and would encourage everyone to NEVER write a policy with them.

I called Prudential to have them help me get back online as I have not seen a statement since they quit mailing hard copies. I called the life insurance number and was on hold for 33 minutes before someone came on to answer my question. The lady said I called the wrong number and transferred me to another department. The gentleman that answered told me he was the annuity department and transferred me back to the life insurance department. After being on hold for another 15 minutes I hung up. A week ago I wrote the CEO, no response. Lousy customer service.

One of the worst companies in the world. They are out there to deny claims and maximize their profits. When denying claims, they will use incompetent employees without medical training and not a shred of humanity or empathy left in them. Then they will bombard you with half a dozen letters per week demanding the most ridiculous forms to be filled just to push you to desperation.

Absolutely horrible to deal with. For starters they are stuck in 1984 not 2024. Almost every form must be completed by hand instead of having online forms. I’m now on my 5th packet of forms. Most of the forms are 6-12 pages long. Once they have been filled out by hand.

Prudential will do anything possible to avoid paying on a death benefit claim. On Feb. 26th, I contacted Prudential by phone about a life insurance claim. The representative asked many questions and told me that my money would be deposited in my bank account within 10 - 15 business days. No need to file paperwork or provide a death certificate. (I did questioned that.) Too good to be true! Indeed it was... The following week I received the paperwork, filled out the forms, provided documents, and sent it certified mail. It was received on March 21st. Today, I made call #4 to check on the status of this claim (50 mins 31 secs). The following is a synopsis of all calls and includes excuses/reasons for non payment:

THINK TWICE BEFORE DOING BUSINESS WITH PRUDENTIAL: I was contacted by an agent as my term policy was getting ready to expire. We converted this policy over to a permanent one and I paid the premium in full for the year. Payment was processed on 3/26/24. On 4/5/2024 Prudential processed a second withdrawal additional yearly premium directly from my account that was not authorized. When I called the agent, she had no idea why this additional payment was taken. It couldn’t be applied to the following year and they were not allowed to issue a refund until 4/11/2024.

Have been working on a claim since January!! Talked to 6 different people in customer service and get told a different thing each time. They do not know what is going on with their own claims. Sent in same paperwork 4 times even though I was told they had received it from the one before. Should not have to fight with a company to get your life insurance policy paid out. Very poor customer service!!

After being upgraded to unemployability by the Veterans Administration they sent me paperwork to apply for Life Insurance through OSGLI. Had VA Physician fill out paperwork on two separate occasions and they lost my paperwork twice. This was mailed by the Veterans Administration to the Prudential OSGLI Office by registered mail and yet they state they did not receive the paperwork. Asked them if I could resubmit and they stated no, that I had passed the date in which to apply, so now I cannot get their life insurance. Incompetence is too nice of a word for what they have done to a disabled veteran.

I bought a life Insurance policy from this company at 68 years old. Policy Premium is 25k at ninety one dollars a month or two hundred sixteen quarterly. Now it's over three hundred close to four hundred quarterly. They tell me it's because of stock market. Customer service doesn't know how it's gotten to be because of stock market or why my premium price change. The agent never heard about this before. Prudential Life is a RIP Off to put it mildly.

Perhaps the worst customer service experience I have had trying to claim beneficiary on a life insurance policy. At this point we have received FOUR conflicting instructions on how to proceed and what documents are needed. The service reps are not knowledgeable and have mostly poor communication skills. The wait/hold times are totally unacceptable and have experienced dropped calls several times. The overall experience has been extremely unprofessional and inaccurate. From a company this size it is unbelievable that the service can be this bad. Regulatory institutions should be reviewing this company and their negative reviews. Will never recommend or do business with Prudential.

This process has been an absolute nightmare and has been reported to our state insurance office. We contacted Prudential on 9/12/2023 to let them know my Mom had passed. On 9/19 we sent over and they received the claim form they stated they needed and the death certificate. I was then told it would process in 30 business days. I was also told the policy was for 15K. I started calling again the week of 10/19 to receive updates and every time I call I get a different answer.

My husband and I both had requests processed on our accounts on the same day. I received my information as promised in 5-7 business days. We are at the 25 day mark and 4 phone calls later to be told that it may take an additional 5-7 business days to re-do the original request. Therefore we will be at the 1 month mark to complete what was promised to be corrected in an overnight transaction. We waited on hold for over 25 minutes each time to speak to an agent only to get put on hold again because no one knew what to do to correct the problem. Absolutely ridiculous.

Poor customer service. Failed to follow up after speaking to one of their representatives who informed me that that they were waiting to receive some information. Never heard back anything at anytime.

I've spent 3+ hours and called 3 different numbers for a simple online account reset. I've waited on hold multiple times as I'm transferred around. No one seems to be able to help me and no one is sure what department is supposed to help me. Every time I'm transferred to a new department, I wait on hold again. AWFUL CUSTOMER EXPERIENCE.

I bought my mom a life insurance 20 yrs ago from a certified agent (Irma). For 20 yrs I made payments right on time. 20 yrs later they tell me the premium has to go up to $685.00 from $70.00 per month. They claim the policy I got would change after 18yrs. So to keep up to date I needed to pay $685.00 month. There is no way people nowadays can afford $685.00 per month for a life insurance. I asked what could be done, they told me if I wanted I could surrender the account and get $1893.00 which was the cash value. I surrender the account after reaching out to the agent that sold me the policy and there was nothing else that could be done. I get a final check and it's $300.00 less than the cash value. They had surrender charges added. They screw you over 20 yrs and they still charge you surrender charges. Shame on you Prudential. And shame in all the people that work there. What you do is wrong..

My aunt held a life insurance policy since 1967. She passed in Jan. and I have been getting the run-around about paying the claim ever since. 6 times I have been assured that the check would be "processed and mailed," each time having to repeat all information as if it was a new claim. My father worked for Prudential for decades and, in fact, sold this policy to my aunt almost 60 years ago. It's almost like they are trying NOT to pay it. Absolutely outrageous. Today I was again given the "processed and mailed" speech, with assurances it would be in my hands by Friday. We'll see.

I always want to gave big time company the opportunity to get their information coordinated company correct. I purchase a life insurance policy from Prudential 38 years ago. I became disabled in 2021 so I applied for waiver of my premiums which is 31 dollars a month. Was approved only for Aug 2021 until February 2023. I only want to know since I will be 66 years in April. Was they going to waive my policy premiums? I called 10 times, got disconnected 6 times and was on the phone for 2.5 hours. Nobody knew the answer and nobody could speak English and was transferred to another state or country.

First, it took them 6 months to roll an IRA out and into my workplace 401(k). Major frustration between my HR and the local Prudential office. The agent tried to get me to roll my $1mil 401(k) to them. My Prudential IRA made less than $2k in 35 years. I decided to cash out my life insurance policy after my husband died. In the 6 days it took them to mail me the forms that I faxed back the day I received them, it lost nearly $1k in value. When I spoke to the representative and filled out the form, I stated I wanted 15% taken out for taxes. They only took out 8.8%.

I contacted them by phone several times to file a claim for my mother's life insurance. I sent them the paperwork they requested and then received a letter from them a month later, stating they required my family to go to probate court to get a form stating estate executorship. The death certificate, copy of the will stating legal executorship, and being named beneficiaries on their paperwork isn't enough for them. They said court is costly, and we have to do it if we want to even start closing my mother's account. It's been 3 months already of back and forth with them. I've read other people have had this same experience. All 15 other accounts my mother had were resolved easily and quickly. They are horrible and just laugh at your complaints telling you good luck. They should be ashamed of themselves when parents and families work their entire lives to save a little for their children, and then they make it next to impossible for the beneficiaries to make a claim.

This is the worst company I have ever had to deal with. I submitted my claim when my mom passed away almost a year ago and we have made no progress. Customer service cannot answer any simple question without putting you on hold. They say they haven't received documents, after I insist and will not get off the phone, they have they eventually always find them. They tell me they have sent letters to me, only a few states away, and I won't receive them for months or never receive them at all. In December I got 5 of the same letter from them all in one day. They were dated as July 5th. I submitted all the same information to MetLife and another company at the same time and they paid out within weeks with no problem.

Prudential cashed my check for full payment of insurance. I never received a letter of lapse payment they claimed nor termination. Today, in the month of November 2022, their representative stated they have terminated my policy due to no payment and that I have to prove payment was sent. I sent images of checks cashed and now I am waiting more than 2 weeks. I have gone through thorough bank statements and check images yet this company did not respond.

Prudential gave me a pre-life insurance medical exam and then offered me a premium scheduled to begin in 2023, instead, they took the premium out right away. After telling them several times that my life insurance isn't suppose to start until 2023, they cancelled the policy offer. I have never dealt with a more inept company in my life and probably never will again.

I have had a problem making re-occurring payments to Prudential Life Insurance. They do not take debit cards, If you miss a payment and need to make back payments you have to call them. I have nearly a perfect credit rating. I make my payments one way or another. But I have to say of any company I make payments to they are by far the most difficult to work with. Odd given today's day and age where many places take all sorts of payment methods. Some even have you pay the extra charge for it. Not Prudential. I am guessing they want you to drop the coverage after a person reaches a certain age. If you have other options and all things being equal I would advise not working with as you will be stuck with these types of problems for 20+ years. Very frustrating.

Record keeping is awful! When you call the customer support number you wait forever and then the calls are routed to South Africa or other countries and they might not be able to speak very good English, hard to understand and poor connections. This is a US-based company and calls should be answered here in the states, not in foreign country. This practice is very wrong and should be against the law. Please consider all other options before Prudential.

Prudential is nothing but crooks and thieves. Never buy ANY insurance from Prudential. I got a small whole life policy many years ago to pay my funeral costs when I die. AFTER that purchase I got married. 13 years later I got divorced. IT TOOK 17 YEARS OF ARGUING WITH PRUDENTIAL TO TAKE MY EX-HUSBAND OFF THAT POLICY AS BENEFICIARY. That's right, 17 years. I wanted my brother as beneficiary and Prudential refused repeatedly in spite of the fact that I got this policy BY MYSELF before I was married and originally my dad was beneficiary until he died. And still, as of right now, Prudential REFUSES TO PAY ME THE DIVIDENDS. Instead they force me to buy more and more insurance every year with those dividends even though I have more than enough coverage in that policy to buy the fanciest funeral that I do NOT want. Prudential insurance agents are SCUM.

I was denied online access for no reason and customer service was not able to assist me with this matter. Was transferred to technical support, was on hold for 3 hours, could not get hold of a live representative.

Would highly recommend you think twice before going with Prudential. Found out there was a life insurance policy on a family member that passed away YEARS ago (15+). Said it would be no problem collecting. Submitted information they requested including bank account info for beneficiaries to be paid via direct payment only to find out they don't need that info and would need to issue a check. This has gone on for 3 months. Keep getting the run around, talk to people in other countries on customer service that do not know what to do, and nobody calls back.

Communicating with the right person about the policy is nearly impossible. You can't cancel your policy and the automatic payments of your own policy and your own debit account by yourself. In order to cancel a policy you may talk to several rude people that will transfer you several times and will tell you they are completing your request; in my case, when I called back to confirm cancellation I had to go through the same transferring game and the same misinformation I had to go through the first time around only to discover that they DID not process any of my requests. This appears to be an intentional way to continue the policy active so they continue collecting their payment.

Had whole life of $200k. A representative switched me to some other kind that was less expensive but now I find not half as good. I should told him to move on or sought other advice but it was pressured that made me change.

I was advised it would take 5-7 business days when I first inquired about an open claim. Second call was made 3 wks later. I accepted the 45 mins of wait time but felt it was unprofessional to pick up my call and continue the process with 27 minutes of dead air while the agent was live, pulling up the policy details. Once she acknowledged me, she gave a total contradiction to the last update, leaving me to believe items are "past due". Said she had to speak with her manager which of course caused concern that something was left neglect but when she called back all she could say was "everything is in order, exactly how it should be" and then hung up on me without providing further clarification on any possible pending items. Still unsure how long this process is actually going to take.