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March 2024 by George Sawabini
I had to put one star to start the review. This company deserves a zero star. At 84 years of age this is by far the worst company I have dealt with in my entire life. Very unhelpful, and do not answer their phone. I called multiple times and left them messages to call me back. They never call back. I had problems dealing with them for years. They finally sent me a form to complete. I completed the form, and wanted to get their fax number in order to fax it to them. I will just mail it back. I told many times to deduct tax withholding form my monthly payments. They were deducting a very small amount, I called them a year ago requesting a 20% deduction. Instead of doing that they deducted zero. Very irresponsible and not customer friendly at all. I would have elected a payout from my employer instead of annuity had I known how bad this company is. The pension risk transfer department is the worst department in this company.
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September 2023 by William Towler
Beware the term "non-guaranteed." In the insurance industry, it actually means "complete fiction. " " After 33 years, I am surrendering my whole life policy. Love the employee who sold me the policy, but the reality is that a term only policy would have been less costly and far more effective. Had this company been close to the "non-guaranteed" projections on their illustrations, I would not have canceled. Please be aware that annuities have this same word. It gives insurance companies the right to steal/abuse policyholders. The SEC seems to endorse this behavior. Buyer beware. I wish this company would show some moral courage and put more realistic projections in their NAIC Illustrations.
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July 2023 by Simon G.
This company has a third-world billing system, they can't take premiums on a schedule and charge interest when they're late. Save your life insurance - don't buy theirs.
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August 2021 by Rollie Wallace
Customer since 2012. Great products and company, but sales is based on an archaeic MLM type model with 95%+ turnover. This results in a terrible customer experience and poverty level for most of the people who work for them. Advice offered is available virtually anywhere so, sadly, they are very nearly obsolete.
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August 2021 by D Brown
Awful customer service, assigned claim agent doesn't respond to emails or phone calls. Still dealing with it now unfortunately.
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April 2021 by Theresa McTier
I was happy with Mass Mutual while I received my small dividend in a paper check early enough to deposit it on the first of the month. I decided to change my paper check to direct deposit to save time, money, and the environment--and the problems began. The first month (February 2021), 8 days into the month I called, only to discover that the check had not gone through. It finally cleared my bank. Now it is March 30th and my second check (due March 1st) has yet to clear the bank. I have called twice, only to be told first by Raffy (?spelling) in the first week of March and then by Rebecca (March 17th) that they would have to research the issue and call me back. I have never received a return call. My third direct deposit is due in two days and they will owe me for two months.I am so disappointed in this company's customer service!
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February 2021 by Robby Wallace
Customer since 2012. Great products and company, but sales is based on an archaeic MLM type model with 95%+ turnover. This results in a terrible customer experience and poverty level for most of the people who work for them. Advice offered is available virtually anywhere so, sadly, they are very nearly obsolete.
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February 2021 by Harold K.
Finally submitted a "Surrender document" for a life insurance policy that we regretted buying from the first day, too complicated and difficult to understand . Funny that two college graduates couldn't understand it and still bought it! Anyway, we've been trying for 3 weeks to get MassMutual to send the cash value; the process seems designed to drag it out. I talked to a lady at Customer Service and she said it might be longer because they're getting a lot of Surrender requests lately...just a dodge or a slip of truth?
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February 2021 by John F.
As a trustee I bought an annuity for a retired individual in an Oklahoma assisted living facility (the Grantor of the Trust). I live in California and manage all his business. I live in California and want all correspondence sent to me but the legal state for tax purposes must be Oklahoma. MassMutual can not handle this. They can only have one address. They are idiots and talking to them is to no avail. They do not differentiate between mail address and legal residence address. Further you can not call a representative since the phone is automated for computer response. When contacted supervisors do not return calls. Letters sent to them go unanswered. I wish I never heard of them. John F.
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August 2020 by Samuel B.
This place is horrendous to work with. Needing to make a withdrawal, I was told that a bill was not a bill and that i needed a breakdown of service, when that was sent it was something else, and then something else. I highly recommend not doing business with these con artist.
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July 2020 by David Lee
Great at receiving policy monies, not so good at paying claims. Call back requests go unanswered (Jennifer); 30 days and counting just to get basic claim info processed; so sick of their hold music. MM's customer service rated low before Covid-19 so expect worse now. The longer MM retains claim monies the greater their profit?
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January 2020 by NagaTejaswi Paidikondala
I ♥️ working at MassMutual
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December 2019 by Dan L.
Have to agree with the other reviews. I have a long term care policy that has been a nightmare to deal with and I haven't even needed to use the benefits of the policy yet. The policies are administered by some other group in California apparently, and they do not answer the phone and send cryptic info through agents.
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December 2019 by Irin K.
MassMutual is the WORST company ever. STAY AWAY AT ALL COST! I had my 401K money there for years, fully vested around 1M. I decided to take my share out and put that in an IRA account and they just wouldn't release my fund! Ended up calling a lawyer and started to file a law suit until they got scared and released my money. Called them many times to ask for help and nothing. I called their customer service lines several times a week for months, was on hold for at least 45 minutes to 1.5 hours each time trying to get a supervisor on the line. Each and every time the person who answered the phone said they have no power to escalate the call and that I will have to hold more to see if anyone is available. And as a part of their sick game, while I was on hold trying not to miss the important opportunity of speaking with the supervisor, an unknown called would call me which I would obviously reject to be able to stay on hold. Come to realize that the unknown caller was in fact a supervisor "trying" to call me!!! On many occasions I ended up getting super frustrated and got very upset when the reps would not let me speak to anyone who "HAS" the power and authority. I ended up calling my lawyer and he said what Mass Mutual is doing is entirely illegal. I called MM and mentioned that and quickly got my distribution in the mail. I will not recommend their company to ANYONE, worst customer service, super rude people to say the least, and of course they do everything not to release your money! Not to mention that our money was pulled out of our selected investment choices without our permission and placed in a money market account for over six weeks. During this period, the market had huge gains, while our $1M sat there and did nearly nothing for us.
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August 2019 by Richard P.
Horrible Company over 3 months trying to get documents we've been lied to 5 times waited 2 weeks at a time for promised mailed documents that never arrived also still waiting for promised supervisor call back which never came. I would avoid this company at all costs.
