The process for applying was difficult. Then there was a long pause over a week where There was no communication. The customer service members is great, though. MEGJ~
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Our agent Kenderlly was amazing! She answered all our questions. She was patient and thorough. She checked in to make sure everything was going smoothly. The examiner that came to our home made things... See more
Company replied
Brenda Serna is the most professional person I know. She went out of her way to satisfy me. On the other hand I am very disappointed and feel I was discriminated against with a premium that is based u... See more
Company replied
Worked with Jim Morecroft. I was recently laid off and lost my life insurance. I was uneasy about not having coverage to protect my family. Jim helped walk me through the process and made it fast a... See more
Company replied
Company details
- Term Life Insurance Provider Company
- also in
- Income Protection Insurance Company
- Life Insurance Agency
- Personal Insurance Company
About SBLI
Written by the company
What Makes SBLI Unique?
For over 115 years, SBLI, The Savings Bank Mutual Life Insurance Company of Massachusetts, has protected policyholders with affordable and reliable life insurance solutions, including term life insurance and whole life insurance. Our life insurance specialists provide expert guidance tailored to your needs.
Our Commitment and Strength:
- AM Best Financial Strength Rating of A (Excellent),¹ its second-highest rating category.
- A+ Rating & Accreditation from the Better Business Bureau, its highest rating category.²
- Over 1,000,000 families protected since our founding.
- As a mutual company, we are owned by our policyholders, aligning our interests with yours.
- 1See www.ambest.com for more information.
- 2See www.bbb.org for more information.
Need Assistance?
We're here to help. Contact SBLI’s Customer Service team Monday – Friday, 8:00 a.m. to 6:00 p.m. Eastern Time.
Contact info
1 Linscott Road, 01801, Woburn, United States
- 781-938-3500
- sblimarketing@sbli.com
- sbli.com
SBLI
4.3
Excellent
2K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
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Highly recommend Jack Raycroft
My husband and I had a great experience with Jack Raycroft. He was helpful, patient and always had time available for our questions.
We feel we made the right decisions based on Jack’s guidance.
We would highly recommend Jack for anyone’s life insurance needs.
Sincerely,
Eric and Jennifer Bottesini
May 27, 2026
Unprompted review
Reply from SBLI
We are so pleased to hear about your positive experience and appreciate you sharing your kind words. We are glad we could provide helpful guidance.
Quick process
May 15, 2026
Reply from SBLI
Thank you for sharing your feedback! Happy to hear the process was quick for you.
Fast, thorough and uncomplicated…
Quick and easy application taken over the phone. Although I needed a medical examination, it was done very quickly and very professionally. I had a complicated orthopaedic medical history which entailed review by underwriters, however I was still issued a preferred plus rating from SB LI and I’m very pleased with the rate.
May 22, 2026
Reply from SBLI
We're so glad to hear about your positive experience with our application process and medical examination. Thank you for sharing your satisfaction!
Generally OK to deal with
Generally OK to deal with, however I tried to login today to pay my premium and the customer login portal presented a "Page Unavailable" message. I chatted with support, and sure enough, they're aware of it and "working on it". I asked if their customers would be notified when the problem was resolved and was told definitively that we would not be. Essentially, "try again later" and "it should be back up tomorrow". Why is it so hard to notify your customers of a service outage or its restoration?
May 21, 2026
Unprompted review
Reply from SBLI
Thank you for your feedback. We’re glad to hear your overall experience has been positive, though we understand your frustration.
Our customer portal is currently undergoing scheduled maintenance as we work to improve the experience and reliability of our systems.
We apologize for the inconvenience and appreciate your patience while this work is being completed. In the meantime, our Customer Service team is available by email at customerservice@sbli.com or call 800-694-7254 and we'd be happy to assist with premium payments or account questions.
Great prices
Great prices, good service. But the underwriting process is aggravating probably like all their competitors. (Why is the insurance industry not reforming like all other industries?)
March 18, 2026
Reply from SBLI
Thank you for your feedback and for recognizing our competitive pricing and service. We understand the underwriting process can sometimes feel lengthy or frustrating, and we appreciate your patience as we work to gather the information needed to make the best decisions for our customers.
Your perspective is valuable, and we’ll be sure to share it with our team as we continue looking for ways to improve the experience.
Can't get a live human
Can't get a live human. Have requested several call backs from their auto-attendant to no avail. Chat not working on their website. Wondering if money is getting tight...
May 19, 2026
Unprompted review
Reply from SBLI
Thank you for taking the time to share your experience. We take this feedback seriously.
We’d like the opportunity to look into this further, but we’re unable to identify your account based on the information provided in the review. Please email us at customerservice@sbli.com or call 800-694-7254 with your details so our team can take a closer look and provide further clarification.
Awesome experience
Awesome experience, completed in a time manner, set up and online portal completed and it is great to know I am insured
May 9, 2026
Reply from SBLI
We are so glad to hear you had an awesome experience and appreciate your positive feedback!
John was very helpful navigating the…
John was very helpful navigating the changeover to our new policy.
May 16, 2026
Reply from SBLI
We're happy to hear our team provided such helpful support during your policy changeover. Thank you for your kind words!
Reply from SBLI
We are glad you enjoyed your experience. We appreciate your kind words.
Lack of communication is unacceptable
I applied for a new policy with SBLI because 14 years ago I had a good experience with the company. This time, I went through the medical exam process, but, despite repeated claims when I applied about keeping me updated, I didn't hear from anyone for a full month about what was happening. I had to contact them to ask for a status update, then voila! a week later I got approval. However, the policy (and premium required) was backdated a month, so I didn't get notified of approval until a full month past their policy start date. So effectively I was charged for a month of insurance I didn't even know I had. I called asking to get that fixed, but 2 days later, haven't heard back from an agent. I tried the chat feature on the website, but have now been waiting online for over 2 hours due to "high volume" to even get a live person on line. Their insurance might be fine, but backdating the policy and then having no way to actually communicate to resolve the problem is not acceptable.
May 2, 2026
Reply from SBLI
Thank you for sharing your feedback, and we sincerely apologize for the frustration you experienced during the application process.
We understand how important clear communication and timely updates are, especially when purchasing life insurance. We also understand your concerns regarding the policy effective date and billing timeline.
A member of our team will be reaching out directly to review your policy details, discuss available options, and help address any remaining questions or concerns.
We appreciate you bringing this to our attention, as feedback like yours helps us continue improving the customer experience.
Good experience
The agents were responsive, the conversion was easy. It took a little longer than I would have expected, but it is done.
April 29, 2026
Reply from SBLI
Thank you for your review. We’re glad to hear our agents were responsive and that your policy conversion process was ultimately smooth and successful.
We appreciate your patience throughout the process and your feedback about the timing, it helps us continue improving the experience for our customers. Thank you for choosing SBLI!
Process was easy from initial phone…
Process was easy from initial phone call, bloodwork and turnaround time on policy completion.
May 5, 2026
Reply from SBLI
We're happy to hear that the process, from the initial call to policy completion, was easy for you. Thank you for your positive feedback and for taking the time to share your experience.
Everything was pretty…
Everything was pretty straightforward…until I created my online account, registered it, then set up my autopay. Within 48 hours, I started receiving “reminder” emails to set all of that up. I’m like, “wait, what?”. So I checked it all and sure enough, everything was set up. BUT, I continue to receive these reminders.. daily. It’s pretty annoying.
April 28, 2026
Reply from SBLI
Thank you for your feedback, we’re glad to hear the overall process was straightforward.
We appreciate you bringing the reminder email issue to our attention and we'll investigate these notifications.
Thank you for choosing SBLI.
—SBLI Customer Care Team
I have not received a copy of my policy…
I have not received a copy of my policy before I sign to have my automatic payment taken out of my account. It took a long time to get approved. I had to have two visits from the nurse to have blood drawn. I still do not have a copy of my policy or how much it is,
April 28, 2026
Reply from SBLI
Hi Cathleen,
We’re sorry to hear about your experience and understand how concerning it can be not to have your policy details yet.
While your application was approved at the rate originally quoted, we recognize that the timeline and follow-up did not meet expectations. We appreciate your patience throughout the process.
Ross Singmaster from our team will be reaching out to review your rate, answer any questions, and make sure you receive a copy of your policy. In the meantime, you can contact him directly at 781-994-5409 or RSingmaster@sbli.com.
Thank you for bringing this to our attention, we’re here to help.
—SBLI Customer Care Team
I applied to a couple life insurance…
I applied to a couple life insurance companies and SBLI was the fastest and easiest to apply and process.
thank you
April 22, 2026
Reply from SBLI
We're happy to hear that your application process with us was fast and easy. Thank you for sharing your positive experience; we appreciate your feedback!
Great company and representatives
Great company and representatives. Made the process easy and informative.
April 21, 2026
Reply from SBLI
We're happy to hear that our representatives made the process easy and informative for you. Thank you for your positive feedback!
NOT A GOOD REVIEW
I APPLIED VENT THRU 2 PHONE CALLS INTERVIEWS GAVE ALL MY MEDICAL RECORDS TO THE BEST I COULD WAS LOOKING FOREWARD TO BEING A CUSTOMER THEN RECIEVED A CALL FROM THEM THEY SAID THAT BECAUSE I HAD CARSOMA BACK IN 2017 IT WAS ALL TAKEN OUT NOTHING SINCE THIS TIME AND THAT I WAS NOT TRUTHFUL ON MY MEDICAL RECORDS REPORTING THEY WONT INSURE ME I GAVE ALL MY ANSWEARS HONSTLY DONT WASTE UR TIME WHIT THIS COMPANY
April 20, 2026
Unprompted review
Reply from SBLI
Thank you for taking the time to share your experience, we appreciate your feedback.
At SBLI of Massachusetts, we aim to make the application process as clear and straightforward as possible. As part of underwriting, we review medical history during the evaluation process.
We understand how disappointing this can be. Our intent is never to cause frustration, but to ensure accuracy and fairness in every application.
We’d welcome the opportunity to review your experience more closely. Please reach out to us at customerservice@sbli.com or 800-694-7254 with your details so our team can take a closer look and provide further clarification.
Thank you again for your feedback.
WORST CUSTOMER SERVICE EVER!!
I would leave zero stars if I could. Over the last two days I’ve tried to call on four separate occasions and I’ve been left on hold for over 45 minutes. I’m trying to find out about my mother‘s death benefits and can you imagine the company not even answering your call when you’re literally at the lowest point of your life?? I will make sure every social media outlet that people know to stay away from this company.
April 16, 2026
Unprompted review
Reply from SBLI
Andie,
We’re very sorry for your loss and understand how difficult and urgent this situation must be.
SBLI of Massachusetts is committed to supporting families with care and responsiveness during moments like these. While we always strive to provide timely assistance, we were unable to identify this experience based on the information provided.
That said, we want to help ensure you’re connected to the right place as quickly as possible. If you’re able, please reach our team at customerservice@sbli.com or 800-694-7254, and we’ll be happy to look into this and assist.
Again, our condolences to you and your family during this time.
Reply from SBLI
We're happy to hear that you had a great experience with SBLI! Thank you for sharing your feedback with us.
Rate increased 50% from quote and sales agent made mistake now on me to fix.
Rate increased 50% from quote for a high blood pressure reading to which I am now regularly taking prescribed medication.
Also the sales agent misspelled my beneficiaries name quite badly so now it’s on me to print the docs fill them all out, sign, get a witness to sign and then resubmit. This is ridiculous given it was a mistake made by SBLI.
April 8, 2026
Reply from SBLI
Thank you for taking the time to share your experience, we appreciate your feedback.
At SBLI, we’re committed to making life insurance simple, transparent, and easy to manage, so we’re sorry to hear this wasn’t reflected in your experience.
Regarding your rate, your final premium is determined during underwriting, where we review health and medical information. In some cases, this can differ from the initial quote. We’re always here to help walk through the details and answer any questions you may have.
Our goal is to make processes as seamless as possible, and we’d like the opportunity to help resolve this for you more easily.
You can reach our team at customerservice@sbli.com
or 800-694-7254, and we’ll be happy to assist.
Thank you again for your feedback and for choosing SBLI.
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