Worst customer service ever. Right front the start I have never received a rep that knew their job. I am in the process of closing the account due to needing a new roof that's leaking. The contract was up in August and I planned on closing it then anyways. Yes I pay a early withdrawal fee but that's okay if I don't ever have to deal with this company again. Called to see everything they need from me and was told I just needed to fill out the withdrawal form and she emailed them to me. Sent them back to only get a letter that oh wait there is another form they need. In the meantime I'm taking a risk of losing money because they are incompetent. My favorite part is when they blame you. All i heard is how they did this, but will do it again for you or I'll tell you what I can do for you. Everything but we will get right on this seeing we screwed up. No it's going to take them 3 to 5 business day to get a form that should have been sent the first time. Brighthouse better hope I don't lose money because of their lack of understanding on how to do their job. One would think it shouldn't be to hard to know what forms you need. Maybe its poor training or outsourcing your customer service to people who have to look at a script. Good luck everyone, you will need it with this company. read more

I've been contacting them for nearly 3 months trying to collect on an insurance policy my mother's parents bought over 80 years ago. I've completed forms and called many times. They keep telling me they've sent me an form to complete and the mail is slow. Really? Today I called, put all the details into the automated system and then was told they were closed and was cut off. I've managed to close my mother's ira and settle other things in this time. Even with the slow mail. They are clearly trying to wear me down so they can hang on to the money. Rotten customer service at the very least. read more

These people are the cheapest company I have ever dealt with. My 97 year old father passed away on August 19, 2022. He had been receiving a very small $113.57/mo. pension that was administered by Brighthouse Financial. A few days after his passing I alerted Brighthouse to the death to let them know to stop his pension payments. His pension was paid the first day of every month and he received that payment for August on 8/1/22. A few days after alerting them to his death they sent me a letter asking for refunding of the August pension( all $113.57). This annoyed me so much that i sent back a prorated check for $43.96 which was the prorated amount for the 12 days he was not alive in August. Well a week or so later I received a letter back with my returned check as it was not for the proper amount. Then a day or so later they went into his checking account a clawed back the $113.57. I will never recommend anyone use this company as this in my opinion is so immature. Even the Social Security Administration only takes back a prorated amount for the month where there is a death of someone on Social security. read more

This is the worst company to deal with and I would not recommend to anyone. Unfortunately when I enrolled in life insurance with my mom it was with a different company and was switched to them. They are VERY unhelpful and have terrible customer service. read more

This company is as crooked as they come! Impossible to reach and they will just steal your hard earned money and make up excuses and pass the buck. After 25 years of being a client they just took my money and of course no one can help. I began having issues with them and getting the run around, I seen the writing on the wall and requested they close my account and pay me the balance in my account. I had one of their employees verify the amount that I would receive etc. A few weeks later I got a letter in the mail that stated there was no money on a 25 year old account because it was all absorbed in fees. CROOKS. I hope it's worth your soul for every employee that works for this shady company that is just stmeals from people. My advice loo somewhere else if you really need life insurance. read more

Called customer service to ask a simple question on the proper form to use. Waited over an hour listening to them tell me how important my call is to them. THEY SHOULD GO OUT OF BUSSINESS. The worst customer service I have ever experienced from a financial company and that is covering over 50 years. read more

Disastrous customer service at best. I spent 6 weeks trying to cash out an old 401k from 35 years ago. Incompetence abounds at Brighthouse. STAY VERY FAR AWAY. read more

February 14, 2022 To Whom It May Concern: Good afternoon all. I am a policyholder of nearly 15 years and until the service change to Brighthouse Financials business and assistance to simple and linear. I understand and totally support technology, embrace paperless transactions and the blind in person digital support due to desired business efficiency and most recently remote global customer service support Unfortunately, new work a rounds and proposals breed new challenge's, particularly with staffing, training and professionalism. To this end, I am writing for another attempt to gain assistance on a simple billing matter that should be linear and handled with the same urgency and professionalism as a multimillion-dollar annuity. Unfortunately, my experience with your customer representative (First Name Leo) is in totally harmony that I discovered in a simple exercise of due diligence. Short story even shorter, my life insurance payment never posted to my account. Your rep simply stated, "Well if it did not post to your account that means we never received it." While that is true technically, I informed your rep that this is not a new occurrence and has happened previously, that the payment was actually in your office just not processed. "Can you please simply check your shop or systems?" Repugnantly, he did not. I admit that I was annoyed at this point as well. However, I am a Finance Professional and this type of exchange tone and lack of interest to assist, retain and refer business is not tolerated. In the end I explained that I would need a duplicate bill mailed, a note placed on my account as the payment was past due and his first and last name for my records should non of these steps take occur and proof of my call. Your rep. Leo (if true name) refused. A total waste of time and will lead to loss of business. read more

Horrible customer service and very rude. It took five calls to get an operator competent enough to help me with my mother's life insurance. Terrible company, unless you want your bereaved treated like numbers who don't matter to this damn company. read more

RUN away from this company. They are impossible to work with. Get ready to be on the phone for one hour to simply view your account online, impossible to set up autopay, don't even send you invoices. Just keep sending letters that your account needs to be re=instated. I just want to set up AUTO PAY!!!!!!!! This company is stuck in 1995. read more

I'm trying to reach Brighthouse Financial by phone number given on the back of my yearly statement, which by the way have not received one for the current year 2023 should have received in March 2023. I got on the phone to find out what was going on? No answer at all. I purchased my life insurance policy in 2006 from Met Life they switched it over to Brighthouse Financial. I started reading the reviews on Brighthouse and now believe you me I'm worried that something is terribly wrong. I make my payments monthly by way of direct payment from my checking account, and every month they do deduct my payment. I cannot believe that there is not one person you can contact to get information on your life insurance policy. Met Life handled everything so well in the past. I sure do have my doubts and concerns now with Brighthouse. Hoping someone out there can shed some light on this problem with Brighthouse. read more

Brighthouse is a total rip-off, and as other commentators have indicated, hard to get hold of. I was named "successor trustee" on my parents' policy in 2014, 21 years after they bought the policy....and long-story-short, there was a very unpleasant surprise when my dad died in 2020 (at age 95)...an 8% deduction in the Death Benefit, due to a one-year error in my previously-deceased mother's birthdate. I don't know how this error occurred, but seems to me that if birthdates are pertinent to the cost and value of a policy, the company shd require ID to document birthdates when the policy is written. Like DUH. That said, the "final" Brighthouse rep I spoke to (Susan Roussey) was personable and responsive...even though she sent her first written reply to me at a non-existent address...and even though her explanation for the magnitude of the "deduction" in the Death Benefit still doesn't make sense to me. But at least she was nice and sympathetic. By contrast, most of my experience with Brighthouse from 2014-2021 has been a nightmare....hours on hold, unreturned phone calls, conflicting information from different reps in different locations, wrong "claim application papers" sent to me after my dad's death, etc. Maybe all life insurance companies are this bad...don't know, but hard to imagine it could be worse. Shop elsewhere! Monica M read more

WORST Company ever! Give your money to another Life Insurance Company, one that cares! These people are awful. After 10 years of taking my money each month they mailed me a letter telling my my policy was ending (two week notice) and that they have increased the monthly amount by 1000% percent, yes, 1000% percent! No one will talk to me, the Customer Service staff is unprofessional, not qualified to answer questions and has no idea what the legal dept number is. I was placed on hold for 45 minutes when DAVE came back and said I had to FAX my complaint to them. UNREAL! read more

Wow do these people suck at customer service. I've tried three times to reach them. No calls back the first two and I'm more than 90 minutes on hold right now. Pretty sure the line is a total fraud. read more

Forget ever getting through to anyone on the phone except by accident. You can't even wait in a call queue, you just waste all your time going through the phone tree only to get a recording saying, in effect, gee we're too busy to be bothered right now, call back later, and they hang up. Worst customer service possible, and the website is completely useless. My accounts were MetLife, now transferred over to Brighthouse. I can view my accounts, but can't *DO* anything with them. Frankly I can't even imagine how they could be more pathetic. Run away, far away. read more

I have only selected one star because there are no - minuses. So far today I have spent two hours on the phone waiting for a customer service representative. I am on hold at this moment. I'm looking to make a withdrawal and there is nobody available to assist me. This was after spending many phone calls trying to get to the appropriate phone line. The customer service at bright house is a disaster. Beware! read more

I bought a Term life policy from MetLife 10 years ago and it was sold to Brighthouse; BIGGEST mistake of my life!!! I have been trying for the past 3 months to convert my policy to a whole life policy, I finally reached someone today and was told that I needed to find a Sales agent to do this for me because they did not have any agents; I was told to check with my friends and family and see who they used. read more

Terrible communication. Super slow. Phone contact only with long hold times. Difficult to talk to anybody who knows anything. Avoid this company! read more

This place is disgusting! If I could give it a negative review I would. My husband purchased a policy in April before we had our daughter to make sure if anything happened to him that we were taken care of. Well, in early September he died from a heart arrhythmia. It is now December and they have had paperwork and death certificate for over 2 months. Since he had the claim less then 2 years it is under contestability which I understand. But my husband was a healthy 31 year old with no known issues. Every time I call I speak to a new person who has no clue of what they are doing. Half the time notes are not put in. No one is ever on the same page. I was informed that the funds was being mailed to me within 24 days so I purchased a house to be closer to family since we have a 7 month old daughter and now I am going to lose my EDM money because that information was incorrect. I spoke to Hannah a supervisor and she said she will expedite everything and call me back on a specific date, well she didn't. I had to call. Then I found out that she cannot expedite anything and that it can take several months to get the insurance money. I was going to get a life insurance policy through them after everything was finalized but I am staying far away from this company. I'm grieving that my husband passed and now have to put up with this BS. read more

Customer Service is the absolute worse. Spent hours on the phone only to be transferred numerous times to Reps who are totally helpless. I was receiving a monthly annuity which abruptly stopped. One rep says it is a system problem. One Rep says problem will be cleared in a few days. one rep was supposed to mail new some sort of form. which never came. One Rep gave me her Extension number and name. trying to call her back was impossible. Not one rep knows her or how to switch the phone to that extension. They were sued for 500 Million dollars in 2018 for same type of customer abuse read more

I lost my 99 year old single aunt and second Mom in August. I was named executor and am trying to close out her estate. I spent over 36 hours trying to get in touch with Brighthouse Financial regarding her annuity. I finally got a call back from Andrew today who provided the rudest customer service that I have experienced to date in my 62 years. He lectured me on how to respond to his questions, he kept repeating his questions, he kept putting me on hold and at the end of the conversation he read me a statement of condolences. He stated that it takes 15 business days to process the claim and send out paperwork. If you are reading this, please do not buy any products and if you have them change companies especially if you care about your love ones. It will be your love ones who have more pain and suffering added on top of your loss dealing with this company who only wants your money and drags their heels to pay out once you are deceased. This is such a blatant act of disrespect for their customers after they pass read more

Absolutely the worst customer service. I've been trying to speak with them concerning an inherited annuity and it's impossible to get through no matter what day or time you call. I have called first thing in the morning right at 8:30AM when they open and they are still experiencing high call volume. Really?? Right when you open?? What a joke. If you do talk to somebody it's always the "wrong" person so they say they are going to transfer you to the right person when instead they either drop the call or send you back to the main menu to start all over again. A few days ago after 90 minutes on hold a live body came on and said they were very busy and that I can leave my number and they'll call me back. WHAT ??? After 90 minutes!? So once AGAIN (I've done this before) I gave them my number and other info and nobody calls me back. Right as I type this I keep hearing "your call is important to us", well then pick up the darn phone and take care of your customers. The was my mother's account, she passed away earlier this year, so I have no choice but to contact them, however I would never recommend Brighthouse Finanacial to anybody. Customer service is the core of any business, especially when these matters must be handled by phone, Brighthouse fails miserably. read more