Brighthouse Financial-New England Life Insurance Company review: Full policy surrender request

On 9/22/2022 I submitted two separate Full policy surrender request to Brighthouse Financial via fax to [protected].

I called customer service 4 days later to confirm their receipt of the policy surrender requests and was advised to resubmit policy 1 for clarification. This was done and the policy surrender was processed in a timely manner. The cash value was based on the original submission date as promised.

Approximately 1 week later I called customer service to ask why policy 2 was not processed. I was informed that they were waiting for additional security challenge before processing but not to worry because the original submission date of 9/22/2022 would be used to calculate cash value.

The customer service rep asked me an additional security question which I answered. She told me everything was in order and the surrender request would be processed asap.

I received the cash surrender but the effective date was 8 days after 9/22/2022. This resulted in a several thousand dollar loss of cash value.

I called customer service to get the effective date corrected. I was told that the effective date was changed because they were waiting for the additional security challenge to be completed.

Keep in mind that I was never contacted to complete an additional security challenge. I only found out about by calling customer service.

I asked to speak to a supervisor and was connected. She told me the same thing but after some discussion agreed to submit my request for honoring the original effective date up the chain. She told me I would be contacted by someone to let me know the outcome.

That was one week ago and I have not heard from anyone.