brighthousefinancial.com Arvostelua 

My mother passed over a year ago and I’ve been trying to collect money she had left to me . I filled out the paperwork 4 times each time I send it in they say something is missing and I correct it . This is a difficult time for me and they are making it worse. I even went to pNC bank where the account was opened and they even spoke to someone there who also I believe is at a call center in China . The PNC banker is trying to to help but why are they so reluctant to pay when your requesting money due to you and I have all legal and requested documents and I’m still waiting . This belongs to me not them worst people I’ve ever done business with

Brighthouse Financial has been an absolute nightmare to deal with. Every time I call, I get a different answer, and it seems like no one knows what they're talking about. What should be a straightforward process turns into endless confusion, transfers, and delays.

At this point, it honestly feels like they're doing everything possible to avoid releasing my money. I've spent countless hours trying to get answers, only to end up more frustrated than when I started.

The lack of communication, consistency, and accountability is shocking for a financial services company. Based on my experience, this company deserves to be investigated. I genuinely cannot believe they're still in business operating this way.

If you're considering doing business with Brighthouse Financial, be prepared for a frustrating and exhausting experience.

This company has the worst customer service. They toss you around different departments and no one competent seems to be working here. I (unfortunately) got a whole life insurance policy through a relative working as Metlife agent. Eventually this policy got transferred to Brighthouse 8-10 years ago. I have been paying to Brighthouse directly. Now agent is asking me to change to some other company as Brighthouse doesn't give dividends and instead of having to pay premium for 15-16 years, now I have to make additional 8-10 premiums and no guarantee if that will not stretch further. I am trying to get a policy illustration from Brighthouse -- typically I should be able to get this from website but they are still in 19th century with a bare bone website. Their customer service isn't helpful at all. I have been wasting days already trying to get something as simple as this and now scared if they would even pay any money to my dependents when I am not around. I am not sure why insurance commissioner hasn't acted on this company yet. It is not only flawed but seem to be scamming its customers.

I would Give this company a negative 100 if I could!

We have been trying to get a full
Surrender withdrawal on policies for 8 months now! 8 months!!
We have been asked to fill out paperwork and refill it out. We have done so and sent it in, resent it in and still
No response. We then escalated the issue to administrative and still 15 days from the escalation date we have no response.
They hide behind computers and say no administrative personnel take calls. They also say someone will call you back, however they never do!

This company is holding the matured funds on policies from a 101 year old gentlemen and are also still withdrawing monies for the policy from his bank acct ( EVEN THOUGH HIS POLICY MATURED AND WE FILLED OUT SURRENDER PAPERWORK) . I don’t know how that is even legal. Not that they care about the law:

Each time they ask you to
Send paperwork, they expect a new 14 day wait! It’s just completely ridiculous, unprofessional And unnecessary.

They are causing this poor 101 year old gentleman undue harm and stress!

Someone needs to hold these thieves liable. They are misappropriating funds and committing major fraud with other people’s money.

I feel The securities commission should
Get involved and shut them
Down!

They clearly want to hold peoples money and not pay it out.

They also Took a policy and annuitized it without approval of the policy holder. They took
It upon themselves to set up a 101 yr old policyholder on a 6 yr payout for his money when he wanted a full withdrawal surrender. Think about that, 101 yrs old on a 6 yr payout! UNREAL!

Left on hold for an extremely long amount of time. Poor customer service. This happened again today for the 2nd time this week. Call them and see for yourself. They answer the phone then don’t return once you verify your information. Extremely disappointing and frustrating to say the least.

Trying to handle a death benefit for a sibling who has a special needs trust has been an absolute abhorrent situation. The process has been ongoing since February 19 and there is no resolution in site even with attorney assistance! Do not invest with this company!!!! There is NO customer service and they delay resolving claims by continually asking you to fill out additional forms. By now, I think we have submitted every official form the company uses but it is never the correct one!

I had a basic question about converting a term policy to a whole life option (this was after a received a letter from Brighthouse about this option.) When I call the phone number listed on the correspondence, I was told I could only communicate my question via email. What kind of customer service is that for a big ticket item?

I have been trying to get a verification of income for my mom since December. It is now March.
First they said they would do that but they sent me a notice that they received my change of address (which they'd gotten wrong) but no verification form.
I never got that form.

When I called about it, they said I had to have mypower of attorney form renewed, which I've had for 17 years.
I got my mom on the phone to request the VOI, and they mailed her a power of attorney form. We live 250 miles apart from each other.
I FINALLY got the POA form, but by then my mother got a notice that all her benefits were denied because we didn't have Brighthouse VOI.
I emailed my signed and notarized power of attorney, along with their form.
Today I called. They received my stuff but told me I needed to wait 5 to 10 days for them to process it before it was legitimate.
They only mail these VOI forms throughthe USPO. They will NOT email them. But when they say they've mailed something, it takes up to two weeks to arrive.

Update: Mom received her verification of income on March 9th. It was dated February 11th. It took 4 days short of A MONTH to receive this form. Two Medicaid deadlines passed before we even received the form.
BRIGHTHOUSE: YOU NEED TO SPEED UP YOUR COMMUNICATIONS!!!

EVERYONE ELSE: START MONTHS EARLY TO RECIEVE IMPORTANT DOCUMENTS!!!

My father died in May 2025.I need to file his taxes.Customer service said they will not release his tax forms unless I sent them !)a death certifcate 2)a copy of the judges executors ruling.We had no judge or legal proceedings with a judge.What a joke !

Annuity payout and they will not direct deposit it without a voided check?? Who has a damn check in 2026 ? I know my routing and account numbers. Come on people do better !!!

The overall experience of managing my account is unreasonable and archaic. While I value the coverage, several routine processes have been unnecessarily difficult and, in some cases, costly.
Enrollment & EFT Setup-Enrolling in automatic deductions should be straightforward, but the current process requires faxing in information — a method that most modern service providers abandoned years ago. Every other bill I manage allows me to set up EFT quickly and digitally. This needs to be updated.
Phone Verification-When calling in for a general inquiry, I'm required to provide my account number, Social Security number, address, and the insured's name before I can even ask a basic question. That level of verification may be appropriate for sensitive account changes, but it's excessive for routine calls and creates an unnecessary barrier to basic service.
Beneficiary Changes-Updating beneficiary information should be a simple, accessible process. The current steps are overly complicated for what is a standard account management task.
Online Payments & Late Fee Policy-I was charged for two quarters rather than one when a payment was late. That policy is punitive and, frankly, discourages online payment altogether. To avoid being double-charged, I've resorted to mailing a check — which is not a reasonable solution in 2025.
Overall-These friction points collectively suggest a system that hasn't kept pace with modern customer expectations. I'd strongly believe that filing a claim will be hard, stressful and cumbersome. After dealing with them for years I highly doubt they care about their customers.

They have no idea what they are doing! The customer service representives are idiots. I'm beneficiary of my ex husband's life insurance claim because it was an agreement we had. It is court ordered in our divorce decree. I have all the necessary paperwork to prove it. Brighthouse flagged me as a thief!

This company claimed it would pay out the money it owes me for my annuity on October 15, 2025. I've made multiple calls to their "customer service" department, but they don't have any idea what happened to MY money. It's a lot of money, so it looks like I have to sue.

If there were a minus star, I would use it. These people have the worst customer service I have ever experienced. The Philippine-based team specializes in obfuscation, ignorance, and lies.

Call 1, Nov 17: Get the application, filed the same day, and received an email confirmation of receipt.
Call 2: two weeks later, in process, please call back in a week
Call 3: Still processing, no claim number available.
Call 4: We have not received your application. What fax number did you send it to? What date? From what fax #? Please email us. Gives me the address, and it is the same as the email receipt.
Emailed and it was rejected by the mailbox
Call 4: Make it to processing, “Jim” tells me payment will be sent by direct deposit within 24 to 48 hours (Dec 22)
Call 5: The processing team says information is missing, and they sent you a note. Really? What is missing? I don’t have that info. How was it sent? I don’t know. I want to speak to Payouts. CLICK, hangs up.
Call 6: The processing is not done, the team needs more time. I don’t know anything about what Jim said. From “Jomari” (Dec 29)

Terrible call quality, some have very heavy Filipino accents, and none are interested in helping in any way.

What a disgusting company! The reviews would be funny if it weren't so horrible to deal with them.

TERRIBLE, TERRIBLE, TERRIBLE customer service

I bought the annuity from Brighthouse in 2010 and decided to cancel the policy at the end of August. They charge the total Fees of 3.6% and I wanted to make a change. I cancelled the policy on September 1st and requested the refund of policy to be mailed right away. I am writing this review on October 8th because i still did not get the promised check. My stockbroker made numerous calls making the inquiries and different people gave him different excuses why the check was not mailed. Finally, yesterday, upon my instruction, he threatened them with my complaint to the Security and Exchange Commission, Financial Industry Regulatory Authority, Fedewral Insurance Office, US Department of Treasury, Consumer Financial Protection Bureau, Federal Trade Commission, Florida Insurance Commissioner and Florida State Department of Insurance, they promised to send the check by Fedex. I did not get it yet and wait until Friday. This Company took my money in 1 day when I bought the annuity, but it is taking some 40 days to get it back to me. Totally Unprofessional!!!

A name correction took place on the life insurance policy and I have been struggling for over two months) to get BrighthouseFinancial to also correct my name not only in their documents but also online when I log in. I am not only a policy owner but also a beneficiary so my name needs to be corrected there also. The policy owner sent in forms, I sent in forms, phone calls, etc. every call leads to different answers and they always claim that a letter was sent to confirm the correction but we received no such letters and the correction is not reflected when we log in online. It feels like a circus and I have lost all my confidence in their ability to complete the simplest of tasks. They waste a lot of your time on the phone when you call. We are considering changing, but have been paying into this term life policy for over a decade. I feel I was ripped off.

On Monday, August 4, 2025, I submitted a life insurance claim as the named beneficiary — including the completed form, death certificate, and the annuity contract number (clearly listed on the first page and in the subject line of the email). By Thursday, August 7, I had received no confirmation or updates.

I called BrightHouse three times in one day just to get answers:
• The first rep (a foreign call agent) transferred me to MetLife, a completely unrelated company.
• The second rep couldn’t verify anything and treated me like I didn’t know how to send an email — even though I had confirmation that it was received.
• The third rep finally told me my email “hadn’t reached the processing center.” I had to demand to speak to a supervisor.

The senior advisor told me my claim wasn’t processed because I didn’t re-enter the contract number on page 2 — even though it was already listed elsewhere. This requirement was never clearly stated on the form. As a result, my entire claim was left sitting in limbo.

I was told I’d need to call back again on Friday, August 8 just to find out if the email had been located and sent to processing. In other words, BrightHouse made it my responsibility to manage their failure — while grieving, in financial distress, and doing everything right on my end.

This company has shown:
• Poor communication
• Untrained customer service reps
• No urgency or empathy
• A broken, unclear submission process

If I hadn’t followed up multiple times, my claim would still be ignored. BrightHouse Financial does not care about beneficiaries. If you’re considering this company — don’t. There are better, more compassionate alternatives out there.

Erafat was so nice and curteous. He answered all my questions regarding all the paperwork to close out my mother's account. He went through every page with me to answer my questions. He is very patient. You need to give Erafat a raise.

As the executor of an estate and while grieving the death of my mother I have had the unfortunate pleasure of dealing with the unprofessional, rude and completely incompetent folks from Brighthouse. They have given me wrong forms, wrong addresses and lied to my face numerous times. I have been hung-up on, screamed at and treated like absolute garbage all while trying to settle the estate of someone who was a "customer" of their company. I cannot recommend them LESS