BrightHouse Reviews

Name: BrightHouse
Rating: 1.26

1.3 Rating 148 Reviews

6 %

of reviewers recommend BrightHouse

Company Reviews

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Metrics

1.3

Based on 148 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier, Postal Service
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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”

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Posted 11 months ago

“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.”

Helpful Report

Posted 11 months ago

“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.”

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Posted 11 months ago

“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.”

Helpful Report

Posted 11 months ago

“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.”

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Posted 1 year ago

“Had to speak to non US support staff. Pleasant but clueless. Hours on the phone with zero progress. Think Saturdsy Night Live skit.”

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Posted 1 year ago

“SCAM!!! We bought this policy close to 20 years ago. Have NEVER received any paperwork on it!! I have called MANY times and they cannot locate my policy and yet the payment still comes out every month. I called the bank and put a stop pay on that but that is still 20 years of payments that I will never get back now. SAVE YOUR MONEY!! Go to a reputable company for insurance!!!!”

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Posted 1 year ago

“Worst company ever. I wish I could give them zero stars. Many multiple calls attempting to find my great aunt’s policy. My great aunt was unable to give me her policy number. So when I give them every bit of information about her they cannot find it nor do they want to help. I am so incredibly frustrated. I sent POA documents to them with a letter asking them to change her address on record, and change her beneficiary designation per her instructions. Two weeks and no response. I called them today to find out what they’re going to do about my letter and documents and they say they can’t find her in their system!!! But they’re still taking money out of her account every month!! I’m so disgusted with this company. They should be sued.”

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Posted 1 year ago

“They deny getting my info. Even though I overnighted it to them. Now if there was a problem don't ya think I would have gotten it back? Now I have to go through all the nonsense again. It is hard enough to lose a loved one without all this.”

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Posted 1 year ago

“Total nightmare. Nice people very very very confused. Every single time I gave them what they requested it only led to more things they required. Horrible horrible horrible experience. Do not do business with this company they are beyond AWFUL”

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Posted 1 year ago

“Worst ever”

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Posted 1 year ago

“I wish I could give them 0 stars. Trying to file a POA so I can change my mother with Alzheimer's to direct deposit and an address change, 6-7 weeks, multiple phone calls, and still no action. Unfortunately, it's a pension and I can do nothing about it. Takes multiple minutes just to get through the phone prompt, to get to a human, who then transfers me to another human, who can't seem to help.”

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Posted 1 year ago

“Good luck with customer service, it was a joke! Have been in contact with them about my father’s annuity for several months now, and still haven’t gotten anywhere. I will liquidate my account as soon as I can.”

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Posted 1 year ago

“I've been paying this company for more than 15 years now. Thousands of dollars! And I'm thoroughly disappointed in their customer servicing. Trying to do simple things like change my bank account for withdrawals, and also trying to change my beneficiary details. I've wasted hours of my time on the phone, being passed around from country to country, department to department. Them being unable to locate my account multiple times. I share the frustration with poor English language and difficulties communicating. Based on the problems reported here, where people are unable to collect on their policy, I think it's time to cut my thousands of dollars in losses and see what my other options are for insurance life elsewhere. There seems no sense to changing beneficiaries if all I'm going to do is add more stress to those left behind if I die early.”

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Posted 1 year ago

“Customer service gave me the run around.”

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Posted 1 year ago

“Terrible outsourced customer service. Would not recommend!”

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Posted 1 year ago

“Not sure there's enough room to vent! Passed thru 5 non-US reps, asking over and over to speak to one. Not comfortable giving my personal info 5 TIMES TO A FOREIGNER! So unimpressed with Brighthouse. Used to have a financial advisor, Tom Grant... Without notice, (don't you dare say you sent me a letter stating the change!!!!) Customer Service is my "NEW" financial advisor. A nightmare to get thru to a person. I DONT DO ONLINE BANKING! All I wanted to know if my request for a password was honored as I am a victim of a huge medical info breach. I was informed of certain steps I need to take to protect myself and my assets. Dealing with Brighthouse has never been easy! I will seriously be looking into moving my account.”

Helpful Report

Posted 1 year ago

“Me and my husband purchased a policy with MetLife when we were in our early 20’s. Shortly after, the policy was somehow sold to BrightHouse Financial. My husband passed away 3 months ago and I can’t even get anyone from the claims department to tell me what documents they need to review our claim. BrightHouse keeps sending me notices requesting paperwork but they don’t say what paperwork. When I follow up no one from the claims department ever calls me back. These people are an absolute nightmare to deal with. Please don’t put the burden of having to deal with these people on your loved one.”

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Posted 1 year ago

“If I could give them a 0 rating, I would. I am attempting to collect on an annuity contract for my daughter and we have been put through so much BS while dealing with these people. We have sent over court documents, filled out their paperwork multiple times and we STILL can't even get the littlest bit of information. If my father knew how terrible this company was, I would like to believe he never would have used them. The only reason they can still be in business is because they are holding up everyone's money and have some sort of financial gain from it. If you have other choices, use them. If you have a family member who has them, switch. I've moved over five other accounts in the amount of time I've been dealing with these people and their account reps don't have the first clue about what they're doing and are therefore incompetent and unhelpful.”

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Posted 1 year ago

“Since MetLife switched over to Brighthouse (BH) BH Is turning me against them. I Cannot get my money out of the company without extensive unfounded delays DONT BIY WITH BH”

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Posted 1 year ago

BrightHouse is rated 1.3 based on 148 reviews