I called Brighthouse Financial for help logging into my account and was transferred eight times before finally being told they couldn't assist me because I didn't have my account number. I explained that I haven't received mail from them in years. I originally held this account with MetLife before it was transferred to Brighthouse, and since then I've received no statements or correspondence containing my account number. The representative was able to locate my account using my SSN, yet still refused to help me log in without the account number. I was then told that because my payments are automatically deducted, they don't send statements. That's incredibly concerning -- automatic withdrawals shouldn't mean no communication or access to basic account information. Throughout the call, multiple representatives talked over me and left long, unexplained pauses. The entire experience felt disorganized and dismissive. When I asked what would happen if I passed away and my children called without an account number, I was told that wouldn't be an issue -- which makes it even more confusing why I couldn't be helped while alive and verified. I requested an expedited mailed statement and email confirmation of the request. I was told there was no guarantee on timing and that they could not send email confirmation -- that the phone call itself was confirmation. That is simply not acceptable. This experience left me feeling uneasy and with little confidence in Brighthouse's customer service or communication practices. read more

Unbelievably awful! Customer service is outsourced to foreign countries with a bad connection and lack of help. They won't let you have an online account to pay your bill. They claim they mailed my last 2 bills but we never received them. After begging for a copy to pay the invoice they claim my check wasn't received after it had been mailed 15 days prior forcing me to complete a wire transfer at my bank. I'm like fighting with these idiots to pay a freaking bill!!!! Can't imagine trying to get a payout from these jerks. Not to mention they had my birthdate as the beneficiary as born in 1925!!!!!!! Honestly stay far away from this garbage company read more

The absolute worst customer service and tech support. They're unable to resolve any simple issues and argue when awsked to connect to a supervisor. DO NOT do any business with Brighthouse Financial or you'll be sorry. read more

Customer service was a terrible experience, seems to be outsourced overseas and there are communication problems. I was interrupted multiple times when speaking to an agent who barely let me finish a sentence, and I was not sure she was understanding me completely. Also, the phone connection was pretty bad, constantly breaking up. Meanwhile, I sent in a payment two weeks ago that has yet to be processed. I don't know why this company doesn't join the 21st century and let people make payments online. I diligently send this payment via check every year (nearly 20 years) and in recent years have had a worse and worse time getting it received and processed in a timely manner. I would never in my life recommend this company (I started the policy through MetLife, and it was sold to Brighthouse), though I doubt any multimillion dollar financial company is going to be any better. read more

By far the worse in my life time. I was notified in Jan 2026 I had an annuity from 40 years ago. First I had to figure out what address I lived at 40 years ago before they would even consider talking with me. Their call center is in the Philippines, untrained and roude personnel, don't answer your questions, don't send the correct documents, will not tell you the value of your annuity, piece meal documents to you, instead of sending everything they will need at once. It took until the end of May 2026, 4 months to get the correct documents to process the annuity, along with not knowing the payout amount until the very last document. I had to get my financial planner involved on a 3 way call because every call I made I was not given the information. I spend over $100 in priority mailing documents only to be told but wait their are more to signed, notorized or they read what I send, directly from my bank. This company would rather you die first before giving you your payout. They hope you get frustrated enough to give up. They are doing a grave injustice to the process of serving the American public. If they are going to sell out their customers to the Philippines to save money, have an acquisition and be sold out, why is this at the expense of the American public policy holders. Shame on Brighthouse you will be proud to learn you are the worst financial company ever. DO NOT DO BUSINESS WITH BRIGHTHOUSE IF YOU CAN HELP IT. read more

They will fight you tooth and nail if you try to get money from them. I have attempted multiple times to try and get them to pay out on an annuity and they find a new way to stonewall the process every time. They will ask for proof of identification and then claim your signature does not match any forms you submitted even if it's a perfect match. They will then ask for a medallion signature which is not always a easy thing to get for some people and then say the can't accept it because they cannot "verify its authenticity" and then ask you to get another one. Something that should have taken a week at most has now turned into a month long battle. Their Customer service is in India and many of them do not speak English well and are reading off a script. They hope you will become frustrated and eventually give up so they don't have to pay you anything, Do not do business with them. read more

The level of INCOMPETENCE is out of this world. We have wasted 3 whole days on the phone with Brighthouse getting WRONG information. One phone rep after another...... STUPID, uneducated, incompetent, imbeciles! Who is monitoring these people? My gawd they're DUMB! One lady said she would email me a form, no email! I KNEW SHE WAS LYING! We then call back the next day and got ANOTHER INCOMPETENT rep! She said she would mail us the form USPS mail and I told her at that moment, "why do I not believe you? Why do I think you have no clue what you're doing?" My mother tried calling them to ask questions. After 20 minutes my 83 year old mother called me crying hysterically, telling me she can't talk to these incompetents anymore! They had her in TEARS and left our questions unresolved. They will tell you incorrect information. Run from this company. They're INCREDIBLY INCOMPETENT read more

In early March of 2025, my mother had decided to change the beneficiaries on her Brighthouse Financial insurance accounts to my sister and I, who are her only children, rather than her grandchildren because the proceeds were not split evenly amongst the 5 of them. I had contacted Brighthouse by email and phone and they emailed me a Beneficiary change form on March 12, 2025, which I sent back to them on March 20th by email stating that if there were any issues to please call or email me. I received an email that same day that stated confirmation of your recent request, which to me meant that everything was fine. My mother passed on 11/27/2025 and Brighthouse is refusing to honor the change, stating that they sent a letter by regular mail that we had missed a signature date. We never received this alleged letter. After speaking to multiple people at Brighthouse and informing them they never contacted me, as I had clearly asked them to and that the email sent serves as a date on the form, they are still not allowing the change in beneficiaries as my mother had wanted. Instead, they have retained outside counsel, who also refuses to just change the beneficiaries after the clear negligence on behalf of the Brighthouse staff and their procedures, which trust regular mail to notify their customers about something as important and time sensitive as a beneficiary change. Industry standards state that customers should be notified as quickly and efficiently as possible, either by phone or email in order to prevent delays in processing time-sensitive submissions. Regular mail is certainly neither quick nor efficient. This lack of customer support and communication is the main reason why they have numerous negative reviews and a one star rating on Consumer Affairs, Google, Better Business Bureau and Yelp, just to name a few. I have contacted many government agencies to make them aware of their business practices. read more

Worst customer services ever !!!!!! Not helpful at all. They ask you your name and tell you you are lying about your name. lol Real unprofessional. read more

If I could give this company negative 5 stars I would. I was with Metlife before they spun off into Brighthouse Financial. One of the biggest issues I had with them was their communications. There's no online portal to update information. They don't have a customer service email you can send inquiries or paperwork to. You have to either send documents through fax or regular mail. You can call them but be prepared to speak to an outsourced customer service rep that clearly has no cares about the issues you're calling about. I tried to update my beneficiary information and they told me that my signature didn't match the one they have on file. Ok, not really a problem but I didn't find this out until one month later when I called to ask them for an updated copy of my policy. They claimed that they sent me a letter explaining the issue but I obviously never received it. They could've also called but that would've been expecting too much. I was then told that I have to get a notarized signature and they'll add it to my file for future reference. Cool. Went and spoke to 3 notaries and they all told me that they couldn't notarize my paperwork because the form Brighthouse sent me was missing the designated block for notary signatures. I called customer service and told them what the notaries told me. The customer service rep says "I understand sir. Unfortunately you have to get your signature notarized before your beneficiary information can be updated". I explained to him again that the beneficiary change request form is MISSING THE NOTARY SIGNATURE BLOCK and that the notaries will not sign it. Again he responds "I understand sir. Unfortunately you have to get your signature notarized before your beneficiary information can be updated". I guess he was reading from a script because he offered no solutions whatsoever. He said that Brighthouse has never had a signature issue like mine and therefore they had no need to have notary blocks on their forms. Yeah, ok. I was completely fed up with him and his company at this point. I told him that their documents needed to be updated (among other things) and to just cancel the policy. I went with another life insurance company and couldn't be happier with the level of service. If you're in the market for life insurance, look elsewhere. There's a reason why Brighthouse Financial has so many 1 star reviews. Absolute dumpster fire of a company. read more

May very well be the worst customer service experience i have ever had. While trying obtain a form I was hung up on 3 times. Put on hold while they attempted to find the information, never to return. Sent the wrong form and asked to confirm the document sent. Told that was not possible. This occurred over a three day period. Brighthouse Financial has a call center in a 3rd world country. I highly recommend when you are calling for help if the person answering isn't a US Citizen hang up. Keep calling until you get the US call center. Even then there is no guarantee of resolution. read more

I Do Not recommend this company at all. This company lied and said my grandmother didn't have an insurance policy there the first time I called. I called back with the policy info again, they told me what i needed to do, I sent in all my papers they told me to send in. I called to do a follow up, they told me it will be 10-15 days. I called back 2 weeks later just to check the status, why are they saying I needed another form. This company pride their self on not trying to pay out on their policies. Why do you give the bereaved so much trouble in their time of need! read more

This customer service could not be worse. I have with four different people and haven't gotten any answer to a confusing mess. They offshore all customer service and try to use ineffective AI. Can't wait to move my money out of here. read more

My financial planner and I have been trying to get my late husband's payments transferred to me, his beneficiary, for 4 months now. There is always an excuse that "we" haven't filled out the proper paperwork, the voided check is unreadable or some other excuse. We have re-sent paperwork (via fax) and called multiple times to no avail. Today, I tried to email them with another "clear" voided check and accompanying paperwork. They have blocked me. (see below). Between Dr. bills, burial expenses and this, my discretionary savings are down to $25, and I have been charging food and gas on my credit card. They currently owe me $7,031.12. It is frustrating, since I would have more than enough money to live on if they would do what they are legally required to do. What a bunch of crooks! (The only positive thing I can say is that I have gone down a pant size since I refuse to charge "junk" food.) Message blocked Your message to bhfrequests@brighthousefinancial.com has been blocked. See technical details below for more information. The response from the remote server was: 550 5.7.1 Service unavailable, Client host [209.85.208.173] blocked using Customer Block list AS(1420) [BN1PEPF0000468C.namprd05.prod.outlook.com 2024-08-16T23:07:22.682Z 08DCBC17AD2B48DD]" read more

My brother and I our POA, I handle the finances and he the medical. Five-years been dealing with Brighthouse Financial and it's been AWFUL to say the least. Enter info via phone system, then get a person to provide info again, then to be told they don't handle, transfer to another dept or can't provide the information. So resend POA document. Call back to get same run-a-round. I'm on phone with them now to be transferred to acceleration dept, before I can speak with a supervisor. Oh, what a surprise they are all busy in that dept and it's been 6-minutes to find that out. 10-minutes in and they are still busy. At other times when I've wanted to speak with a supervisor I was told they don't have one! Don't want to get them any stars. I agree them Frank L, someone should investigate them. read more

The webpage access to client information is HORRIBLE. Even after establishing a username and password, it is still like navigating dungeons and dragons to access information. And if there is a problem, they offer a phone number for assistance. However, if call is made "after hours", their vapid message does not indicate what the hours are! Once a client gets a username/password, it still ALWAYS requires 3rd authentication so system sends a 3rd number which must be entered. However, this grotesquely obtuse system does not indicate which modality is used to send authentication. Real companies offer choices (e.g.: cellphone text, audio voice call, email [of which I have more than one]); so apparently, multiple guess is a part or their security protocols. Once access to data is achieved, for reasons unknown, I have gotten message that "Document is not available at this time" so I must engage the odious task all over again. Real companies (even financial institutions) use unique IP addresses of email senders to 3rd level authenticate login/password...not this company. Absurd! The nuclear launch codes may not be this difficult to access!! And like the launch codes, one must change passwords as often as some change their underwear. Not wanting to ever go through this again, I asked my sales agent as well as Brighthouse customer service agents to set me up as exclusively receiving printed communications from this outfit. They can't do it... I must pack a lunch and take an afternoon to log in again, provide password, guess which modality their secret number will be sent to, provide this number at login portal... and hopefully navigate to communication options and unselect any and all electronic communication from this coterie of clueless, irritating nethanderals. read more

I've had llfe insurance with them for 8+ years .. and originally had access via web to my account.. but when I called recently, their response was "No, you can't have access". Wow! How archaic a system do they have??????? Seems like they are hiding something!! (especially when it comes time for my family to access the funds upon my passing). I don't not want to do that to my family!! Sad!!! Buyer beware!!!!!!!!!! Turn to another company that HAS your information accessible!! (including forms to process when probate occurs!!) read more

Crooks, through and through! Trying to roll over an annuity from an ex-employer, same dirty games other reviewers have mentioned: phone transfer after phone transfer, wrong forms sent, etc. Not to mention, they use an offshore customer service department with people with heavy accents from dog knows where who are and who have access to all my personal information including SSNs. I am ready to contact my state attorney general. read more

I have an annuity with Brighthouse Financial and every year when it is time for me to take my annual distribution there is a problem. This year it is that I didn't submit a Purchase Acknowledgement form. Did they tell me that I needed to to this in advance - NO. I sent the application as usual but didn't receive my money. Now I have to wait 3-5 business days for them to even mail this form to me. It is my money - why do they make it so hard for me to get it? read more

This company is horrible!! I've had a whole life policy for over 12 years with premiums paid on time and accumulating cash value. The moment I go to take a loan the problems begin. I requested a loan on Dec 20, 2024. Not only have I not received my funds, but EVERY time I call in there is a hassle, in more ways than one but particularly with them saying, my ss number is wrong. Then they tell me that in order to correct my ss number id have to send in a w9 form which could take at least 5 more business days to process. I need my money! They suck!! read more

Not going to go into details, you can read the other reviews. Just going to say, say as far from this company as possible. Absolutely ridiculous to try and get your own money! read more

Sociopathic company. Denied LTD for my Mother who has dementia. She paid into the policy for 30 years and is now paying 9,000. A month for her care. Terrible people. How do they sleep at night read more

I had an annuity with Brighthouse Financial for years and when I decided to surrender it, they were dishonest about what it would cost to do that. They withheld way too much, but wouldn't honor what they told me. Their investments over the years also lost a lot of my money instead of growing it as they should have. DO NOT INVEST WITH THIS COMPANY!! read more

Brighthouse Financial is nothing more than a scam and should be investigating to protect the public from being cheated out of large sums of their hard earned dollars. I paid about $133. Per month for 10 years. On May 14 I received a notice dated May 3 stating rhat I need to pay $4500. due within about one week to keep the policy active which I could not do.. I originally got this policy from Metlife through my employee to help wife and daughter in the event something should happen to me. read more

If I could give them 0 stars I would. This is a horribly slow business!! Speaking with customer service is almost pointless, their whole staff seems to be severely untrained and constantly repeat themselves when you ask for further clarification. Seems shady and scam ridden. I would never recommend their business services to anyone in need. read more

I had been receiving payments from my passed mother annuity until October 2023 when the payments stopped. I have called several times and sent all of their required documents to no vail. Again I am on the endless hold attempting to see why I am not receiving my payments. Would defiantly not recommend Bright House to handle your needs!! Very poor customer service. read more

Horrible customer service. They use an offshore call center. Wait times are atrocious and they seem to try to create obstacles. They always ask for your number so they can call you back if you get disconnected but don't call you back when you are disconnected, which happens frequently. I am in the process of ending all dealings with them. Once this is done - NEVER AGAIN! read more

I'm looking to take out all my money from this company. I have an annuity with this company and the money is taken out of my salary but isn't getting credited to my account. This is been going on for over a year with no help from the company. read more

I was sold an annuity when this was owned by Met Life by a financial advisor when I was an ingenue to investment options. First of all, be weary of ever buying an annuity. Since this company has parted ways with Met LIfe, its customer service has extremely long wait times, and the self-service platform (useless) does not allow you to make and investment changes. Every time you want to reallocate, you must call their service line. Also, they charge exorbitant management fees, just under 2%. Word to the wise, research before making any decisions. Once you are in, you are locked in unless you meet IRS withdrawal terms or pay an early withdrawal penalty fee. read more

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. read more

DO NOT invest your money with Brighhouse. I have been trying to rollout my funds with new employment and they have been absolutely horrendous in the process. It has been 5 months and the investments are still not rolled out. STAY VERY FAR AWAY!!!! read more

This should be a negative review. I have tried since Dec 14th to get an account closed and money transferred to pay the long-term care facility that I had to place my mother in. I have been given wrong forms to complete, wrong directions, not told to submit required forms, and have even been denied the right to speak to a supervisor when I requested. After 48 days the POA has finally been processed - but when asking about the refund am now told I have been provided the wrong form and I have to start over - and I have to get approval from another company! I found the CEO and Deputy CEO email address, emailed and asked for assistance, and of course - no acknowledgement. read more

Petty, bureaucratic, antiquated organization - worse than the DMV!! This is the worst experience I've ever had with a company. They have no functioning consumer-reaching website and I was constantly transferred before I found the correct phone number. I needed (and still need) to change my beneficiary information and I was told to re-submit the paper forms, using a notary because my signature didn't match their records. I did so and the change was rejected because it was not completed in the allotted time. So I restarted the process and they rejected the signature again now I have to waste more time and money on a notary. I changed my beneficiaries through my brokerage in 15 minutes. This process continues over 9 months. When I wanted to change the source of my premium payment (ie bank accounts) with Brighthouse it took them 10 minutes to make sure they get their money every month, but when it comes to making a key financial change to a policy they seem to be averse to helping a paying customer ensure the policy goes to the correct beneficiary. Just awful. Look elsewhere. read more

I have three annuities from Brighthouse totaling over $300,000.00 One would think you would receive decent customer support. Customer support, however, is atrocious. When I called I was answered by a call center in Manila, Phillipines. I had concerns about an annuity that had come to maturity. The representative had poor English and gave me incorrect information when I asked about the policy. I asked to speak with her supervisor who was equally inept at English and also gave me incorrect information after trying to communicate with him for over 25 minutes. I ended the exchange without my questions answered and with erroneous information being given I discovered later. I later called another Brighthouse 800 number and this time got a rep in the U.S. whose English was OK. After speaking with her for ten minutes she put me on hold and said she had to get some additional information. After being lefton hold for over 25 minutes I gave up and hanged up. Customer Service is infuriating and worthless. My savings are tied up with this company to a large degree and I am very nervous about it as they clearly care little about their policy holders or annuitants. read more

Terrible outsourced customer service. Would not recommend! You have to repeatedly call and always get different answers.

I have been a policyholder for the past twenty years, when I retired this January, I withdrew my money. After I received my check, I found out they deducted an early withdrawal fee. I have been dealing with this since March and I still haven't received my money. What terrible business practice, I am beyond disgusted with this company and would not them to anyone. LaVerne read more

Called customer service to get information on a LTC policy that a family member has been paying premiums on for 20+ years and now needs to access. After a multi-step phone tree, I reached a human "policy information rep" who could not answer basic coverage questions without putting me on hold for five minutes for each question. Furthermore, I requested a copy of the policy (I had policy number, ID info and the policy-holder all there). They need 7-10 business days to process the request plus an additional 24 hours after the approval to email a copy of the policy That the family member has been paying 5K/year in premiums for years. This is not an insurance company that is prepared to be transparent or helpful with policyholders. read more

Upon the death of my mother and dealing with many financial institutions and various probate red tape-- Brighthouse was the absolute worst. Every answer from customer service is different. The paperwork is confusing (even the lawyers office did it wrong). What they sent and what they say for instructions contradict each other. They are horrible. I have sent paperwork in 4 times and had a lawyer finally do it and it is still wrong. This is unnecessary as I have dealt with so many other companies at the same time that our so helpful and make things easy. I would avoid them if you ever want to get your money out. read more

Only use if you NEVER plan to leave money to your family. They simply will NOT release the funds. Multiple phone calls, for an hour each time, signing edocuments, only to have the request denied EVERY time. Now contacting a lawyer, which costs me money, to get the funds my father left for my sister and I. DO NOT USE THEM. 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