ComplaintsforThe Prudential Insurance Company of America
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Complaint Details
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Initial Complaint
09/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
There are 2 issues with Prudential life insurance that I'm having. #1 they sent me "notice of lapse" because THEIR payment center keyed in "$32.68" instead of the $33 July payment that they not only recieved but the canceled check shows their bank (citibank) was paid $33. #2 Prudential is also claiming that they never recieved September's premium payment, and AGAIN my canceled check shows they revieved it and cashed it thru citibank. After many hours of taking to customer service representative not in the U.S. I concluded they couldn't speak and understand the English language. I then called the Florida corporate location and their customer service "supervisor" requested that I fax the canceled checks to a FAX NUMBER that was fake and not a actual phone number. Frontier phone operator told me that "###-###-####" was a invalid number not in service. Why did their representative give me a fake fax number??? I asked for a email to send the canceled checks as email attachments and was told they have no such email customer service, in 2024??? Really??? I feel they are intentionally making it difficult to correct this which was started as THEIR MISTAKE in keying in $32.68 instead of $33. I need this resolved so my policy is once again in good standing. It is a time sensitive matter as the clock is ticking on my policy. If the case# is a real number it is ***********. My policy# is ********Initial Complaint
09/05/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Prudential denied my short term disability claim, recommended by my doctor for post partum depression. Prudential has an obvious bias towards high functioning depression, complete lack of attention to detail when reading medical notes and claims, and inability to communicate. My benefits person at work initially filed the claim as a brand new claim, unrelated to my pregnancy, per my *** I received multiple phone calls from Prudential requesting medical records and other information from my doctor, although no one had reached out to my *** or her office. When I called Prudential and gave them my claim number, they said that they were no longer using that claim number and it was determined that this should be an extension of my pregnancy short term disability leave and that they were going to use my old claim number due to this, no one had actually reached out to my Doctor to obtain any medical records whatsoever, which caused a significant delay in the review process. I received a denial of my short term disability claim for two reasons: 1.There is no proof of treatment for the months of February and March a.This is because I was not diagnosed until April 1st, of 2024. Which is why a new claim was filed, which was completely ignored by the team at Prudential when they determined that this should revert to my pregnancy disability claim. 2.My treating physicians opinion was that I am alert, normal appearance, and no acute distress. a.Upon speaking with my doctor this is not the case. While I was alert and had normal appearance she would never use that to determine postpartum depression, as a new parent (especially to infant twins) you appearance would never be a determining factor of your mental health b.Her notes indicated that I have moderate severity major depressive disorder with a restricted range of emotional effect that is NOT a normal presentation of someone who is in no acute distress. Still no decision on my appeal.Business response
09/09/2024
Attached, please find our Company's response to this complaint ID. Thank you.Initial Complaint
09/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I would like my policy reinstated. I have been a faithful client for *** **** 20 years and have never missed a payment. I have been out of town for several months on business and did not receive any correspondence from Prudential until my policy laps. Prudential has all of my contact info i.e. Email phone number and address but did not use any of these methods to reach me. I simply want to have my policy reinstated.Initial Complaint
06/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On April 5, 2024, called Prudential to cancel my insurance policy payment, the payment of ****** was already withdrawn from my bank account and because the cancellation was not done prior to the first of the month. I was told that I would have coverage for the month of April and would get a refund for the two months not covered. Since April 5th, I have called Prudential a total of four times to inquire about my refund. I keep being told that a refund will be processed and mailed out to my address.Initial Complaint
06/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Through online banking, an electronic transfer of $465 was made to Prudential Insurance Company on June 11, 2024, for Policy R3905873. The due date was 6/12/24. The money was actually received by Prudential on 6/11/24 at 4:00 PM. I received a Notice of Intent to Lapse dated 6/13/24, because Prudential claimed that payment had not been received on time. I later learned that payment was not posted to my account until 6/18/24. I called Prudential customer service about the problem and was told that payment had been received and to disregard the notice.I am particularly upset about my situation, because this same Notice of Intent to Lapse could have been sent to a credit bureau resulting in a negative credit rating for me. I called ************************ and was told that my concerns were valid. Businesses do report late payments to the credit bureau.My experience with Prudential occurs about once a year. Each time, a Prudential representative tells me to ignore the lapse notice.Initial Complaint
06/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Starting in October 2023 we have been trying to get ownership of life insurance transferred out of my dad as owner to me as the insured. November 2023 it showed me as both owner and insured. In March 2024 they seemingly changed it back to my dad, ***********************, without paperwork. Numerous phone calls, emails, mail and faxes of paperwork gets lost, misplaced or not received b said company. Weekly phone calls lead nowhere. It's been 8 months and still fighting to get this change. Every one we talk too gives us the run around and different excuses as to what's going on. I even asked for a corporate number but somehow they dont have a number. Never have I dealt with so much incompetence in a company. I do not want to get a lawyer involved and surprise there are no longer agents in my area.Initial Complaint
05/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Nearly a month ago, I called Prudential and surrendered my life insurance policy (B4 123 493) for the cash value. I have repeatedly been promised that the check will be mailed to me overnight (by three different supervisors). Most recently, I spoke with a supervisor on Friday, May 17th, who promised the check would be cut that day and overnighted to me for Saturday delivery. I did not receive it (again). I called again and another supervisor is contacting their processing department (again). This is an outrageous situation. I am elderly and waiting on this check to pay for medical expenses. Why does Prudential repeatedly promise that a check will be overnighted and then does not do it? How can you run a business this way with customers? This is abusive behavior and no one there can tell me why they keep not cutting the check.Initial Complaint
05/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Early 2024, I received a packet stating that my uncle had remaining funds in his Prudential account. I contacted Prudential in order to obtain further information. The agent stated that the funds were in abandoned property and if the documents were not completed by April 2024 that it would be send to the State. They advised me on what to do, except they omitted the fact that i needed to get a Tax Exempt SSN ID for the form. I completed the forms and mailed it back to Prudential. Prudential failed to follow up with me to advise me that one page was missing vital information. Even though they had my contact information (email/cell/address), they did not tell me that the tax ID was missing. I kept receiving the Prudential application packets. In those packets, Prudential did not communicate with me that there was an error. Instead, they assumed i would know what to do. After i received the last application packet in April 2024, i decided to call Prudential to get a status update and because i thought it was odd i kept getting these packets. At that time, I was advised that the funds had past their abandoned due date. The agent was able get a hold of someone from the abandoned property division. She advised me that the funds were still in their department and that they were not sent to the State. I was told that the money would get written in a check and shipped overnight. This alleged check should have been delivered last week. I decided to do a follow up and called Prudential 05/14/24. The agent stated to me that the funds were sent to the state. At no point did Prudential contact me to relay this message. I was misled and lied to. Prudential failed to provide promptly communication and updates. As a result of their ******************************* it has caused me unnecessary stress because i have to go through the State process. Its not a guarantee that those funds would be collected. I'm highly disappointed by Prudential. They caused ******* family unnecessary painBusiness response
05/16/2024
Thank you for forwarding this to our attention. We are not able to research and respond to the complaint at time because the name of the policy/account owner and policy/account number were not provided by the correspondent . Please provide this information at your earliest convenience.
Initial Complaint
05/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
The company stated has held my short disability payments twice and refuse to give me any information. I've asked for a manager to call multiple times to resolve the issue and have not received a call back.Business response
05/14/2024
We are asking for the policy number, the name of the policy owner, and/or type of policy. Please confirm.
Initial Complaint
04/27/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
In December ******************************************************************************************************************* contacting Prudential I was transfered thru several departments with no assistsnce. This continued to happen everytime I called lasting until March 2024. That is when A agent told me my policy which I have proof was a 20 year policy set at a certain ($) amount was termed out at ten years. Why? Automatic pay was set up we never missed a pay date. No notice of policy ending, also the amount in my contract was not what I was covered for. I wanted to have my policy continue I even asked to change to a whole life policy. I was told it will happen and the documents will be sent. NOTHING HAS BEEN SENT! My calls and emails are ignored and I have no life insurance coverage. It is almost May. They have lied taken my money, not kept there word to the contract I signed. I will never do business with them again. Make sure everyone what your paying for is really the amount you asked your policy to be. Check often so when you die your family do not get a nasty surprise.
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Customer Complaints Summary
239 total complaints in the last 3 years.
88 complaints closed in the last 12 months.