“Complete incompetence. No ability to communicate, everything is run through an offshore call center. They always ask for a call back number, but never call you back. I was once on hold for over half an hour and got hung up on, no call back. They continually ask for documentation, then deny that they have received it.”
“This company is a fraud! My wife and I each got annuities 20 years ago. The contract we signed had annuity tables based on a 2000 actuarial analysis. Now it is time to annuitize and they have new tables, and we are out collectively $60K. Never use these folks. BIG MISTAKE!”
“I have worked in healthcare for over 40 years and I know what compassion is and how to treat people who need your trust snd care.
My parents have paid premiums for many years. Now that they need their help, this company has made it a nightmare to approve and collect what is due to them.
As their daughter trying to help my elderly parents, I realize that they have probably done the wrong thing doing business with BrightHouse.
I feel very sorry for older people who put their trust in this company. I have wasted hours of my own personal time just trying to do the right thing….. to help my parents.”
“Having worked in insurance for 20 plus years have never experienced such poor processing and customer service. Originally a Travelers policy that moved to Met Life then to Brighthouse had no idea how pitiful they are. Husband needed the help. 90 days to get reimbursed and nothing was easy. Chose someone else if you need long term care. Better yet invest what your premium what have been and you can pay for long term care in your own in 20 years”
“They are so incompetent it is amazing. Overseas support group can not only not speak intelligible English, but they are NOT trained to understand how complex insurance policies work. DO NOT USE THEM.”
“I was just calling.
My insurance company and I talked to 2 rude people. They don't even know how to say good morning to anybody. Lucky, I had this Life Insurance Policy for a long time. Or else I get rid of you all.”
“Anonymous, I think the one or two 5 star responses are a plant. This company should be sued and a lawyer needs to get involved. Giving older people the run around when they are in there time of need is criminal. Seriously someone needs to start a class action lawsuit!”
“"Customer service" is the worst on the planet. After entering everything but your blood type into the electronic system, you're connected to someone you won't be able to understand. Zero help, zero friendliness. Absolutely awful.”
“Brighthouse bought my policy from Met Life. Met Life was amazing in every way. Brighthouse has the absolute worst customer service. Their reps at the call center are rude, short, and often times you can't understand them. The verification questions each time tou call are different, some claim they can't help you with things iver the phone thay you've recieved help over the phone with many times prior. If you ever change banks, trying to set up auto pay, or even just paying at all, is next to impossible. Unlike Met Life, they don't have offices tou can go to and get help. The customer service is non existent.”
“Not a fan of this agency. You are unable to speak to a company representative if you are experiencing tech or other difficulties. You can only reach this company by email and I truly feel they are just about profit. I wouldn’t recommend. If you are late for an appointment you are charge a $70 fee, no matter what unless you cancel 24 hrs in advance. No room for emergencies or unavoidable circumstances. I find that horrible….. just my humble opinion.”
“Tried to withdraw money from my annuity. It's been one month since I submitted the paperwork. I have called Brighthouse several times and they keep giving me the same lame excuse of "We are working on it." They offer no explanation of what the problem is or how they are working to correct it. I have a very bad feeling that my money is gone.”
“My mother paid thousands in premiums for a long term care policy with Brighthouse for about 25 years. She has been in a long term care facility for almost 3 years. Brighthouse is late with their payment nearly every month. Their policy reads that they will pay within 20 business days of receiving the invoice from the facility. This never happens. I have to call, get the runaround about expediting the payment, etc. They expected premium payments on time but do not hold up their end of the bargain with on time payment. I would not recommend this company to anyone”
“Customer service was helpful with basic information but anything beyond them is a complete failure. The only way to get rid of a company like this is to not do business with them. Hopefully they close up shop and stop torturing families.”
“This is been a horrible experience working with Brighthouse- Previously Met life.
Started paperwork in February as beneficiary for my mom who paid into this company for yearssssss before passing. I found the form online to start- they told me they mailed the paperwork to start the process however I still to this day in April have not received that initial paperwork. Called a week after to be told they needed something else and I should have received paperwork in the mail (I did receive that...towards the end of march) However I already sent in what was needed since I made the phone call first week of march and was told they were waiting on something else. I did receive and email March 12th stating "your claim has been paid" and will receive payment details shortly (Never did) When I then called I was told they have everything needed and check was sent out March 12th- its now April 3, I have called multiple times and all they can tell me is "check has been sent out" wait 5-7 business days, then 7-10 then was told after 15 business days if I have not received they will send a new one. This is been a nightmare, nervous to have a new one sent "in case" it's in the mail however, I doubt it. When I asked for a tracking number they were not able to give me one but only reiterated that it was sent out 3/12. SO FRUSTRATING.”
“It's taking a long time to get my portion as a beneficiary. Apparently there are technical issues causing the delay in sending the payment. I have to keep following up. This is so frustrating. I hope to see an end to this soon.”
“My parents purchased long-term healthcare insurance policies in 1998 and paid their premiums twice a year for 22 years. At some point Travelers must have either sold the policies or something like that. Ever since November 2020 I have been dealing with Brighthouse on a very regular basis (at least once a month) regarding reimbursement for money already put out for care. The customer service experience has been absolutely horrendous. I have been told many pieces of erroneous information throughout my nightmare- ‘your parents’ policies don’t cover……’. ‘we don’t have the invoices for those dates’ (which is a crock of you know what- I end up telling customer service where to look to find the ‘missing’ invoices! On all of my paperwork It states that fifteen business days is the amount of time it takes to process claims from the day the care logs and invoices arrive. yet customer service always says twenty- and even that is not followed. they are breaking their own protocols. The stress and angst that come with the phone calls are awful. Recently they began to include surveys after service calls. but what happens is if you have had a rough conversation customer service agents disconnect you so you can’t complete the survey! If you wish to speak with a ‘senior claims representative’ you have to set up a twenty-four window appointment - and even then you may not get a phone call. I’ve kept my phone at my side with the ringer on many many times- and have had to conduct my business with them in public- in front of my students and also while driving. It’s appalling that this low level of customer service exists and never gets better. One star is a gift. Brighthouse you should be ashamed of how you operate your customer service. I am young, healthy, and extremely well versed in healthcare. Imagine folks who aren’t. Imagine folks who wait and wait for reimbursement and run out of funds and have trouble advocating.”
