Prudential Insurance Company of America - Newark, New Jersey

Mary M.

People please be careful when dealing with this scandalous company. They absolutely refuse to pay out death benefits. I have tried for hours today to speak to someone, they refuse to pickup the phone. Beware. My next step is filing a complaint with the better business bureau.

David C.

Why would a company like this have such terrible customer service? They purchased Hartford's life contracts, and have the worst customer service for them that I have ever seen - ever! I would never buy a policy from them...

Wendy O.

I don't recommend Prudential - I would recommend nothing about Prudential!! We have long term care policies through them and with Dad's passing it has been NOTHING, but extremely frustrating trying to get them to close the account and stop taking premiums!! We have spent hours and hours and hours on the phone with customer service with NO HELP at all!! We have faxed and emailed all documents to them over 10 times in 30 days to which they "have never received", are you kidding me! I called today for the umpteenth time and directly asked for a supervisor, an hour later I was still chatting with the same person who answered the call. This is normal and extremely frustrating.

Customer Service is NOT in their vocabulary AT ALL! Each time I call to try and get it fixed, the person on the other end of the phone explains to me why it is MY FAULT nothing is done or completed. The last time I checked I was the customer!!

They did finally ask us to email the documents to them while on the phone to the supervisor Stephanie, and both email addresses that were given to us came back undeliverable. Another waste of my time and then the person on the phone had the nerve to double check the spelling - see my fault again!!

This is only a small portion of the frustration with Prudential and this situation, but I wanted to give you all a heads up and warn anyone wanting to use Prudential to think again.

Justin

To summarize, I really like the retirement web app (the only reason I'm rating 2 stars and not 1), but trying to speak to a competent live representative in Retirement division is EXCRUCIATING. Furthermore, there are NO DIRECT PHONE NUMBERS to reach a specific department.

During normal business hours, I called and went through a few minutes of the authentication procedure with the automated answering machine. After ringing for a while with no answer, I was routed to an automated messaging machine. I left a message with callback info and never heard back - it's been 7 business days since I left a message, at the time of writing this review.

Today, I went through the same authentication procedure and managed to get a hold of someone. I provided the simple clear-cut explanation for my call and was transferred. This same thing happened 3 more times - I was transferred 3 times and spoke to 4 different reps! Only the last one was able to provide the information I needed. The first 2 reps couldn't even understand the basic intent of my request - I need to transfer funds from 1 Prudential account into another Prudential account that I own. I had to repeat this simple concept 3 times to the same rep!

Now I'm here asking myself whether I should be rolling all funds from both of my Prudential accounts into a different provider altogether, just so I dont have to go through this painful process again!

Internal K.

Belittled, Condescending, Brash!!! Do not use Tom Brown! First and foremost as a business owner myself I am a firm believer in quality customer service. It’s clear that Tom Brown is more concerned about his commission checks he makes off of your policy than looking out for your best interest. I walked into Mr. Browns office today to withdraw from a life insurance policy that my parents have been paying for me as a kid, I am currently 30. After doing some research about life insurance I wanted to open a policy with another company. After explaining to him that I wanted to withdraw he immediately spoke to me with an extremely brash attitude and said “let me get this straight, your parents have been paying into this policy since you were kid and you want to just cancel it now!” After the rude comment I made an attempt at small talk...” I actually have a kid on the way to I would like to use the money for my baby. What better time than now?” I explained. He replied back “ You have a kid on the way?! And you want to cancel this policy? That’s pretty stupid.” Yes Tom Brown I do have a kid on the way and I will make sure that he has the best life insurance policy available. Clearly Prudential Insurance is a horrible fit. Here’s is a tip for you. When someone wants to cancel a policy don’t burn any bridges. As a gym owner I could of had plenty of referrals for you if you handled this situation properly. I hope this helps anyone potentially thinking about using Tom Browns office. -Mike DiMaio, Internal Kinetics Personal Training Co.

Jane F.

If you need to get paid on short term disability they are certainly not in a hurry! They would rather see you miss a paycheck which is only 60% of the normal one and let your family suffer! When the doctor sends paperwork to them they take two days to upload it before it’s even in the system, THIS IS 2018 ! Then your caseworker has the audacity to tell you too bad I have 100 other people!! I can’t help it if you don’t get paid ~ horrible horrible horrible

Vickie B.

This company is great to work with. Professional and courteous. Most phone conversations were hard to understand the english.

Stuart X.

I called the automated system for help with my account. It said it was transferring me to a customer service representative, but I waited on hold for 121 minutes and never got to speak with anyone. Pretty bad service by any measure.