Massachusetts Mutual Financial Group Reviews 

$110,000 disappeared
My annuity matured and I had almost $110k transferred to another company. The other company said there was no record of payment and Mass Mutual said they paid.

Long story short, neither company did anything for over two months. They blamed each other. My broker could not get any answers and I could not get any answers. Just that they, Mass Mutual and the other company, looked into it and the check for the other company was cashed and the money is gone. Neither company would communicate with each other or with the bank where the check was cashed. I asked but they said each entity was uncooperative. I even called the bank and explained the situation and gave them the check number. I wanted to find out who cashed the check. They told me that they only communicate with financial institutions and I need to contact Mass Mutual.

Now I have to get a lawyer to find out who has my money. And probably sue to possibly get any of it back.

Annuities are supposed to be a safe investment. Do Not purchase anything from Mass Mutual

I have an annuity that was supposed to begin paying April 1. It is now May 1st and I still haven’t received any payments even though I’ve called many times. I’m always given a different excuse and date for payment to begin. Today I asked for a manager when I was told payment would be made next week. No manager was available but I was promised a phone call. Of course that didn’t happen either. I’ve been lied to so many times that it is impossible to believe it is not intentional. I will get my money because I will not relent but this company is unscrupulous and not trustworthy. Do NOT do business with MassMutual.

I have been investing and trading since the early 1990s and I have used probably over 100 financial companies (banks, brokerages, investment services, etc.). MassMutual (formerly Great American Life) clearly has the worst customer service and Website. Their approach to making payments is set up so that delays are expected.
Note: The "date of experience" does not apply here because my experience covers 3 decades.

Everything was going great during initial process. Got my children qualified but then when it came to me submitting my medical records and completing labs I never heard from anyone again. I reached out to yhe insurance agent she never called back replied to my emails or nothing. I find that very odd because she was answering my messages calls and addressing any questions I had now I get absolutely no response.

I am amazed that I am unable to access any account information through their app. No information about remaining annuity value, tax statements, contracts — nothing.

These people have no idea what they are doing.

Relative died abroad, submitted life insurance claim with the appropriate Consular Report of Death Abroad (CRODA) issued by the U.S Embassy, as there is no death certificate issued by the U.S. government for deaths abroad. We explained this clearly via email to Shannon Hunter, the claims specialist we worked with, via email, who acknowledged.

Nearly two months later (after multiple ignored email requests for an update), we get a response saying our claim could not be processed because the "death certificate was not included with the original paperwork". They did not recognize the U.S Embassy document we provided, which we clearly explained the validity and purpose of at the time of filing the claim. Only after acquiring the original death certificate from the foreign country government (which took several weeks) was our claim processed.

On average, it took sending five emails to Shannon Hunter regarding the matter for her to respond providing any update or acknowledgement. It was a stressful and completely unprofessional experience. DO NOT BUY LIFE INSURANCE FROM MASSMUTUAL!

I have to agree with other postings, this company works very hard to earn negative stars. Maybe another category should be established for these all stars!

MassMutual customer service manual (Delay, Deny, Defend)

Delay - Insist that the proper forms have not been submitted to accomplish the task.

Example: Demand a copy of a “VOIDED” check for deposits to a “High Yield Savings account”.

Deny - Insist you are missing documents or you simply can’t help the customer because you are not properly trained. Refuse to assign the call to more qualified team member.

My all time favorite: Wish the customer a ‘GOOD DAY’ after being totally useless.

Terrible customer service. Would give them negative stars if possible. Condescending, rude, arrogant people from… Ohio.

Forget ANY type of customer service .

Call any time , any day and you will get no
agent to answer any calls.

Trying to change beneficiaries on our policy and have sent numerous forms etc without any response at all .

Don’t do any business with this company if you want any customer service at all .

Continuous difficulty logging onto our account over the past several years. Slow at receiving 1099's.

TERRIBLE CUSTOMER SERVICE!!!!!
Had an account for over 4 years and when I decided to close the account the customer service just SANK even more!
Never coming back!

My mother is a disabled 9/11 victim who paid into mass mutual her entire career as a vice president for first union who became wachovia which became Wells Fargo. At age 65 mass mutual dumps all their clients with no warning 12/23/25 2 day before Christmas my mom received a letter of her last payment and were both scrambling to save her entire life. read the fine print and or skip this loss of income instead of trying to figure out how to start over in life at 65 and disabled do not pay to be deceived and hung out to dry at an age and condition you cantsave yourself in because that is exactly what will happen to you.

Since establishing account and relationship approximately two years ago, I have had a great experience with the financial advisors assigned to my account, Ben S. & Matias M. They are genuine, on top of their game, demonstrate skillful management and planning, open communication and feedback on goals set and to be assessed. They are accessible, dependable, offering a professional partnership that demonstrates care for the client. Will continue to keep my investment portfolio with Barnum Financial Group / MML Investors and highly recommend to others.

I pay for the membership but I'm forced to watch ads

My annual annuity payment was scheduled to be cut on 3/11 as it is every year. A couple of days after I called to make sure that the check had been cut and was being sent. I was told by customer service that there was a "glitch" that it hadnt been issued. From the first of seven business days I have called and talked to customer service and supervisors. It was "escalated" on two separate days and each time I called and told them that I needed the money by last week in the month for bills that are due-important bills. It is now March 27th-16 days later. The customer service department is enabled only to answer questions, and can send messages to the department that cuts and send out the checks. I still have not been told what the problem is? Are my funds in danger? The agents in customer service are probably tired of hearing my pleas. Mass Mutual -this is inexcusable. Had I been a large investor, Im sure it would have been fixed immediately- but to the everyday consumer who has limited funds-this has been handled so poorly by them.

SEVEN BUSINESS DAYS OF Calling and their response, "They are working on it"

I have been trying to get payment for my mom's care since July 2024. Each time I contact Mass Mutual, they either need some new paperwork or have lost what was sent. The customer service people are just there to placate callers. No one is proactively going to tell you what is needed. Their paperwork review sometimes takes 10 days and sometimes 15 days. If you ask for a supervisor, there isn't one available.

Absolute worse customer service. Virtually impossible to contact an actual human. My mother has Alzheimer’s and I am the trustee to her finances. I have been trying to get them to release her money into my name so I can take care of her. I have had nothing but delays and have had to repeatedly sign and notarize the same documents because of the continuous delays. The notarized documents expire after 90 days. I have been doing this since October, 2023. It is now June, 2024.
Now her money is in limbo and not even gaining any interest. Stall tactics on their part to hang on to my mother’s money.
DO NOT INVEST WITH THEM!!!!

Mass Mutual is quick to take money, very slow in getting out. Also tax forms never meet IRS guidelines, typically get 1099’s two to three weeks late. Avoid there are better choices.

My wife and I have annuities with Great American, which was purchased by Mass Mutual in 2022. Since their purchase, we have had a number of mistakes.

First, in order to make a withdrawal, we needed to complete a form on their web site. Turns out the link was bad, and we needed to call in and have the form emailed, as it was not on line.

Next, we requested a $5,000 withdrawal. Checking our bank account, we noticed a $10,000 deposit from Mass Mutual. They doubled the withdrawal. No communication from them. Several days later, after we made plans for the extra $5,000, it was withdrawn from our account. No contact from Mass Mutual.

Yesterday we received notification that they had been hacked, and our account information, social security numbers, birth dates, etc, had been compromised.

Some of the worst service, accountability, and professionalism we have ever had from a financial institution.

I signed on for a life insurance policy recently and was shocked that the agent brought up the results of my medical exam in an email sent to multiple recipients. I have felt uneasy ever since that information about me might be passed on to others including a bad person that I cut out of my life.

Mass Mutual should have stricter policies and training to prevent this sort of thing happening at all.