Prudential - Life Insurance Customer Service Issues

I need urgent help! My life insurance payments are set up for autopay, but I can't find my policy number right now. We recently moved, and we're in the middle of sorting through boxes of files. My wife has been searching for an hour without any luck. We're running out of time today to sort this out! At the beginning of this year, when the COVID-19 lockdowns began, I reached out to discuss deferring payments, and the agent was extremely helpful. They quickly provided me with a 90-day relief/extension without any issues. It was a simple and pleasant process.

On October 1, [redacted], I contacted Prudential regarding my life insurance policy. I asked to use the balance of my premium from the paid-up additional insurance instead of dividends to pay for the yearly premium. I received confirmation number #ALPIZHBJ and was told it was taken care of. My request was approved. Today, I received a letter stating that my policy lapsed without any prior notice or indication of a problem. This policy is 32 years old, and I would not allow it to lapse intentionally. Why wasn't I notified that my policy was at risk of lapsing? Please resolve this issue promptly. - Paul S.

I am attempting to determine if my previous policy is still active. The contact number on my paperwork does not offer a relevant menu selection for my query nor an option to speak with a representative. I have had no luck locating information through an online search. I am situated in Canada. Can you please supply me with a Canadian contact number for Prudential Life or the updated company name if it has been rebranded or if another firm has assumed its policies?

On December 8, [redacted], I was informed that I could borrow $[redacted] on my policy, but I only requested $[redacted]. Despite being told the money would be sent within 7 days, I did not receive it. When I called on December 14, [redacted], I was informed I had no available funds to borrow. I requested to speak to a supervisor to clarify, but after being on hold for 30 minutes, no one picked up. I am confused as to why I am unable to borrow the amount I requested from my policy.

I have a claim for an existing insurance payment. I would appreciate an explanation regarding the delay in the payment reaching my address at [redacted] Steele Station Road, Rainbow City, Alabama [redacted]. Claim #KLP14CB5. Although the Claim agent mentioned it was dispatched on December 18, [redacted], I have yet to receive the check. Could you kindly investigate and inform me about the reasons for the delay in receiving the payment? Thank you, Virginia C.

I have set up a life insurance claim on policy M[redacted]6 with reference ALQ4ZFGD. I have confirmed the delivery of the documents to the post office on 1/17/21. However, when I called today and spoke to representative George, he mentioned that they have not received anything yet. The original documents, death certificate, and small estate affidavit were included in the package. I received a notice stating that these documents must be received by 2/8/21 to avoid being referred to Abandoned Property Operations. Despite my efforts to contact them this evening, all phone lines are closed. The representative informed me that they will not send an email confirmation of receipt and asked me to wait for at least 7 more days for the claim to be processed. I am disappointed by the lack of customer service from Prudential and I urgently need confirmation of document receipt and an update on the claim status. Thank you.

I purchased a policy for my daughter in [redacted] which she recently needed to cash out due to Hurricane Laura. Despite her efforts to follow all procedures with Prudential, the check sent got lost, causing significant delays and financial strain. The lack of a FedEx tracking number for the replacement check is adding to the frustration, making me question the company's efficiency. Covering her expenses in a hotel due to this situation has already cost me $16,[redacted], emphasizing the urgency of resolving this matter promptly. As someone who has been a loyal customer for 32 years, I am deeply disappointed by the poor handling of this situation. I hope to see a resolution soon, as I plan to escalate this issue if necessary. Sincerely, Lonnie M. Washington Retired USAF

Subject: Challenge to Cancellation of Life Insurance Policy Dear Sir/Madam, I am writing to contest the cancellation of my life insurance policy identified as R5 xxx xxx. My name is Alan, and I have valid reasons for this challenge. In [redacted], I secured a loan of $10,[redacted] against this policy intending to repay it when my 401K allowed by [redacted]. Over the years, I maintained the policy by paying only the interest. Near the end of [redacted], upon attempting to make my annual interest payment, I faced obstacles due to a one-day late payment. Despite my efforts and numerous discussions with agents, the policy was advised to lapse without any prior written notices. This action confused me as I had faithfully paid interest for eight years and had not received any notifications of impending cancellation. I have held this policy since I was 18, cherishing it all my life. I am eager to settle all outstanding amounts, including the loan and any penalties, to reinstate the policy or open a new one of equal value in goodwill. At 63 and in good health except for controlled high blood pressure, I kindly request your reconsideration. I never received any lapse notifications, and I implore you to assist me in resolving this matter efficiently. Warm Regards, Alan

I have 3 Prudential insurance policies from [redacted], [redacted], and an annuity issued in [redacted]. I am interested in knowing their current value. My attempts to get this information over the phone have been frustrating, being transferred and put on hold repeatedly. I have been trying for six months now every other week. I would appreciate it if someone could assist me with this matter promptly. Thank you. John P. Rathjen at [redacted] Ankar Park Drive, Unit [redacted], Bellingham, Washington, [redacted]. I would prefer to be contacted by someone who speaks English and can provide me with the information about the value of my policies. Thank you.

Dear Team, A few years back, I received communication from your company regarding coverage I had while working for Xerox Corporation in Rochester, NY. The letter mentioned an unspecified amount of coverage for employees at Xerox. It informed us that the group policy had been transferred from New York to Philadelphia, PA, and requested beneficiaries to be named. I named my wife as the beneficiary and now wish to include the policy in a trust I am setting up. To proceed with this, I require essential policy details such as the company name, address, policy number, and instructions on how to file a claim. These details are crucial for my heirs to file a claim when needed. Thank you for your assistance. Regards, William B. Joyner, Sr. [redacted] S. [redacted] E. Sandy, UT [redacted] [redacted]

Hello Catherine, I need your assistance with an insurance matter from when I lived at [redacted] 14th St., NW, Cavalier Apartments. I was employed as an LPN Nurse and also work as a writer, author, and poet. I was referred to Prudential by Celia Diane Porter, also known as Celia Diane Brown or Celia Diane Sanders, who worked at West Virginia (Martinsburg) Nursing Home/Clinton Nursing Home, Maryland. I have copyrighted works at the Library of Congress, including "Forecast For A Good Day," "Testimony," and "He Sent Me You." Unfortunately, there have been various challenges over the years, including a car accident and difficulties with the police. I believe my intellectual property has been stolen, and there have been issues with mortgage fraud and insurance companies. I have faced identity theft concerns and other distressing incidents. It's been a difficult journey, and now my daughter is in need of help to return home from a shelter. Your support is greatly appreciated. Thank you, Catherine Gale Cooper-Wright.

I am deeply saddened to share that my mother passed away on Dec 21, [redacted]. Her life insurance policy, D[redacted]0, names my late father as the primary beneficiary, who passed away 20 years ago. Subsequently, I am listed as the beneficiary. My brother, as the trustee of her estate, requested forms from Prudential around Jan 20, [redacted], unknowingly providing them to me to submit online, which I completed around March 1, [redacted]. Despite the death benefit amounting to approximately $[redacted] before taxes, my interactions with representatives Kyle, George, and Rebecca Wurst have been disheartening. The information provided by them has been inconsistent, leaving me feeling frustrated. After several attempts to rectify any mistakes, I was assured the process was expedited on/about March 1, [redacted], with a promised check in 8-10 days. However, subsequent inquiries revealed no progress had been made. The lack of communication, empathy, and customer service from Prudential has been disappointing, especially considering our family's history with the company. I urge Prudential to assist me promptly in resolving this matter and delivering the check owed to me.

I recently received a letter from Prudential addressed to Cecelia McClellan/Susan Deutschman regarding a life insurance policy purchased in [redacted] by Cecelia. The letter mentioned that the funds could be transferred to the state of Ohio if action wasn't taken promptly. Unsure about completing the form, I sought assistance from my attorney. After consulting Prudential, my attorney filled out and submitted the form on my behalf approximately one month ago. I have not received any updates since then. Can you please provide me with the current status of this issue? Sincerely, Ernest F. Deutschman Surviving spouse of Susan Marie Deutschman

I have policy #35-[redacted]-[redacted]. In February [redacted], I received a [redacted]-R, which was delayed due to slow USPS service in Florida because of Covid. The [redacted] was unexpected as I cancelled my Prudential policy by surrendering it in [redacted] during a difficult divorce. I believe I bought the policy in [redacted] from agent W.S. Freeman, a cousin. Surrendering it in [redacted] to an agent named Mr. Rose, I was informed it was effective for 30 days, but I never received the paid-up funds from Prudential. The [redacted]-R shows a gross distribution of $37,[redacted].21 and a taxable amount of $28,[redacted].35. Despite explaining this to Customer Service in late February and again on April 16, [redacted], the issue hasn't been resolved. The letters they sent me do not address the situation accurately. I have sought advice from my financial, tax, and legal advisors and will be sending a registered USPS letter to Prudential with all the details, requesting a response within 12 working days. Kind regards, Frank T. Crandol.

I received my test results on 5/5/[redacted]. I noticed that my blood pressure readings were reported from three readings, but the person who took the tests at my home only took two readings. The first reading was done right after I provided urine specimens, as I had to rush to a different level of my house for that. The tester was in a hurry and late for my appointment. Without taking off the cuff, she quickly took a second reading within two minutes of the first one. However, she never did a third reading, even though my test results show otherwise. Interestingly, the supposed third reading results are the same as the second. I am applying for life insurance. My name is Richard J. Signarino, residing at [redacted] 157th Street, Whitestone, NY [redacted].

Since April [redacted], I have been trying to secure a life insurance policy through Prudential. Following a negative review of a case manager named "Shirley," I have faced ongoing issues. Despite providing my banking information four times, payments have not been withdrawn from my checking account. After multiple failed attempts, a recent call claimed incorrect banking details, resulting in the policy being canceled. Despite confirmation from a representative named "Louise" that the information was correct, the issue persisted. Further attempts to resolve the situation led to conflicting information from different case managers, none of whom could provide a solution. I am waiting for a callback from a new case manager about reinstating my policy, with the added requirement of backdated payments. I am seeking resolution through an upper level manager and have documentation of my communication with Prudential.

I have been paying for a life insurance policy through monthly deductions from my bank account for quite some time now. I relocated in [redacted] and haven't received any updates since. Although I can't locate my policy number, I believe my payment information can be traced back to my account. My name is John C. Fisher, and I suspect the registered address associated with the account is 38 Woodland View, Barnetby Le Wold, North Lincolnshire, DN38 6FE. I would like to continue with the policy but prefer to receive correspondence by mail or email regarding my contract. I am eager for a response as I have been making payments for the past 5 to 6 years without any communication. Thank you. John Fisher

I have a few questions about our Prudential Life Insurance policies. Is there an agent in the Shenandoah Valley area we could meet with? I am deaf and prefer in-person meetings to read lips. We've been Prudential policyholders for over 40 years and need updates. Interested in resolving our policy matters. - Lynda M Gibbons

I have been trying to reach Customer Service regarding the "accumulated dividends" on two life insurance policies: Arlene #[redacted] and Christine #[redacted]7. After receiving a letter dated July 8th with forms to complete and mail back, I encountered difficulties finding a working telephone number or mailing address. It took multiple attempts and contact with supervisors to resolve issues with my internet and obtain the necessary information. I urgently need a representative to confirm if the forms were received and the checks are being processed as I plan to use the funds for a house settlement in Georgia. Please contact me, Ronald or Arlene Heywood, at [redacted]. The checks are already overdue, causing frustration and disappointment with the lack of customer service. Your prompt assistance is greatly appreciated. Thank you. Ronald and Arlene Heywood.

My husband and I had insurance policies since February [redacted]. When we faced financial difficulties, we took out loans. In [redacted], living in Arkansas, we were surprised by an IRS tax bill of $7,[redacted]. We had listed Prudential as a contact, so we contacted the nearest office and spoke with Zachery Roman in Rogers, AR. After discussing back and forth, Zachery explained that our policies were being taxed due to a lapse, despite making a double payment to reinstate them. The original amount was $6,----.00 plus a penalty of $1,[redacted] for not filing a [redacted] and reporting income. We couldn't afford this, especially the penalty, as we never received a [redacted] from Prudential in [redacted] or [redacted]. Due to COVID, we talked to Zack at his home. We decided our only option was to surrender Richard's $[redacted],[redacted] policy.