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
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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
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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
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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
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Easy process to procure life insurance
Good price, flexibility with time and date to complete health questionnaire. Clear updates. Easy to use website.
July 30, 2025
Reply from SBLI
We're happy to hear that you found our prices reasonable and appreciated the flexibility in completing the health questionnaire. We're also glad the updates were clear and the website was easy to use. Thank you for your feedback and welcome!
It could not have gone more wrong. 0 Stars
It could not have gone more wrong if that was the plan from the start. INCOMPETENCE AND DECEIPT!
July 26, 2025
Reply from SBLI
Thank you for sharing your feedback. We understand how frustrating this experience has been, and we're sorry it didn’t align with the level of service you expected.
We’re glad everything has since been resolved and appreciate your continued trust in moving forward with the policy. If there’s anything more you need or any way we can support you, please don’t hesitate to reach out.
Quick and easy process
July 24, 2025
Reply from SBLI
We're glad you found the process quick and easy! Thank you for your feedback, Bernie, we appreciate it.
Electronic vs Hard Copy Communication.
In telephone discussions it was not clear to me that all communication and signing would be electronic. My understanding was I would receive documents via mail. The result is I did not respond to emails expecting mail delivery. SBLI withdrew the premium without signature. Overdraft was the result. Subsequent phone call to SBLI customer service confirmed 'documents in the mail'. Finally I had a phone call saying I needed to use the electronic process. Using electronic transactions is not convenient for me. It requires assistance that is not immediately available. This review is being done with assistance. Please be clear at the beginning of the process about communication. If a client prefers hard copy documents, it should be an option. Thank you.
July 31, 2025
Reply from SBLI
Dear Joan,
Thank you for taking the time to share your experience. We understand how important it is to feel confident and supported during the application and policy delivery process, and that includes making sure communication is clear and accessible every step of the way.
Please know that using electronic transactions is not a requirement. If electronic communication or signing presents a challenge, you absolutely have the option to complete your process with paper documents. We want to make sure you feel comfortable and supported.
If you’d prefer step-by-step assistance, our Customer Service team is here for you and happy to walk you through the process. You can reach them Monday through Friday, 8:00 a.m. to 6:00 p.m. Eastern Time at 800-694-7254.
Again, we apologize for the inconvenience and any resulting impact, and appreciate your patience. If there’s anything more we can do to support you, please don’t hesitate to let us know.
Reply from SBLI
We're glad you had a great experience with our service and pricing. Thank you for your positive feedback, David!
Expensive policy and phone-heavy customer service
The policy is a bit expensive but relatively average-ish for the industry.
What struck me was the phone-heavy focused customer service. For such an expensive life insurance policy, I would expect better and more efficient touchpoints. I had an agent call me repeatedly (business doesn't get done over the phone anymore...) and slowed things down. The broker/agent also never took the time to share what the full process looked like, so I could expect each step along the way. Instead, he liked to call at random times with non-updates. Update: I have learned that SBLI has an 'automatic dialer system' that sends out calls to customers and the sales people (agents) are expected to make a certain number of calls (per day/week/month/etc). No wonder! What gets measured...gets done.
Dear SBLI Sales Management --- work to get SBLI in the 21st century on sales methods that don't annoy customers. Consider improving communication channels (email/electronic means over phone), measure what really matters (closing a deal with happy customers and not measuring the number of phone calls an agent makes!) and better transparency on the process/steps so that the customer doesn't have to guess what might come next. Look at what some of the best customer service across other industries do (Amex, USAA, etc.) for inspiration!
July 28, 2025
Reply from SBLI
Hi Kristin,
Thank you for your thoughtful reflection on the process and your experience. I really appreciate the care you took in sharing your perspective.
Would you be open to a quick call? We’d love to hear more and better understand how we can improve from a customer’s point of view.
If so, feel free to reach out to me at MThompson@sbli.com—I’d be happy to work around your schedule.
Paper copy of policy and invoice were…
Paper copy of policy and invoice were never mailed. Diagnosis from med Dr. For ins purpose eas not all exact. Choices were made with Primary care not "declined"
Told to send credit card information by mail which is not secure. Took over 4 months so far and still not complete
July 23, 2025
Reply from SBLI
Thank you for reaching out. We understand your concerns and appreciate you taking the time to share them.
We’re glad to confirm that your policy is active and paid through September 14, 2025. For any questions about your coverage or rate, we recommend connecting with your agent.
We appreciate the opportunity to support you and thank you for being part of SBLI.
Your phone wait times are insanely long
Personal on the phone very helpful. Wait times to talk to a person are insane. And you keep playing the same excuse driven messages. You don’t change. So I did. I canceled or cashed in 3 policies. I will let one more expire soon.
So in the end, crappy service does result in lost
business.
I’m not looking for someone to reach out to me. You have the data of your crappy phone wait times. It’s been like this for 4 years. ‘Thank you for your patience. We are experiencing high call volumes’? I’m not patient. You seem to be an excuse driven organization with no desire to fix terrible service.
July 10, 2025
Reply from SBLI
Hi Kurt,
Thank you for sharing your experience. Our team has reached out directly to follow up and better understand what happened.
We appreciate your feedback and the time you’ve taken to bring this to our attention.
The Sales Process w/John Campbell!
John Campbell's knowledge and down-to-earth explanations made our process easy and less stressful.
July 1, 2025
Reply from SBLI
Really appreciate you sharing that, Peter. It’s great to hear John made things feel clear and easy—that’s exactly the kind of experience we hope to give. And thanks for being part of the SBLI family. We're grateful to be on this journey with you and truly appreciate your trust.
Professional and made the process easy…
Professional and made the process easy while following up just the right amount of times to avoid being annoying.
July 1, 2025
Reply from SBLI
Thanks so much for sharing that, Jennifer. We’re so glad the process felt easy and well-paced—that’s exactly the kind of experience we aim to create. We really appreciate your kind words!
Horrible experience !
Had a family health crisis and my wife who pays the bills forgot to pay one quarterly payment. SBLI cancelled my life insurance. Had to jump through hoops to get reinstated, ultimately because of a recent health diagnosis, reinstatement was denied. 25 plus years of on time payments I guess means nothing. My family will be financially fine if and when I pass. Just a warning to all who will consider SBLI.
June 1, 2025
Unprompted review
Reply from SBLI
We're so sorry to hear what your family has been going through. We understand how difficult this situation must be, and we’ve reached out privately to gather more details so we can better understand what happened and see how we may be able to help. Thank you for sharing your experience, we truly take it to heart.
Informative conversations with the…
Informative conversations with the sales rep, and presentation of multiple options.
June 28, 2025
Reply from SBLI
Thanks so much for sharing that, Neil. We're glad to hear the conversation felt informative and that you were presented with options that made sense for you. That’s exactly the kind of experience we aim to deliver: Clear, thoughtful, and supportive every step of the way.
Please don’t hesitate to reach out if we can help with anything in the future!
I made a premium payment on June 25…
I made a premium payment on June 25 online, I then called SBLI to change my payment to direct payment, then I was charged another premium payment 5 days later on June 30th
June 27, 2025
Reply from SBLI
Hello Mary,
Thank you for reaching out. I understand how it could be frustrating to see two premium payments so close together, and I’d be happy to clarify what happened.
Our records show that your initial online payment of $216.66 was submitted on June 23, which paid the premium that was originally due on March 13, 2025. The next scheduled payment of $216.66 was drafted on June 26, and that applied to your June 13, 2025 premium—bringing your policy current.
You called us on June 30 to request the removal of automatic payments, and we’ve processed that change.
While both payments occurred in June, they each covered a different billing period and were both needed to bring your policy up to date. I hope this helps clear things up, and if you have any other questions or concerns, we’re always here to help.
My life insurance needs got met
My updated life insurance needs got met and resolved in a fair and timely manner. I would highly recommend SBLI to others. I have been with them for over 10 years, and I am very satisfied with their professionalism and service!
June 27, 2025
Reply from SBLI
Thank you so much for your kind words, Rodney. We're grateful to have had your trust for over 10 years, and we're so glad we could meet your updated life insurance needs quickly and fairly. Your recommendation means a lot to us—and so does your loyalty. We're always here if you need anything.
My whole experience was welcoming and…
My whole experience was welcoming and informative. Process was seamless.
July 1, 2025
Reply from SBLI
Hi Megen,
Thanks for sharing that—it truly means a lot to us. We appreciate you and are so glad to be part of your journey. If you ever have questions or need anything, we’re always here for you.
Reply from SBLI
Hi James,
Thank you so much for your kind words! We’re so glad to hear our staff made the process smooth and accommodating for you. That’s exactly the experience we aim to deliver—clear, efficient, and always with care.
We truly appreciate you being part of the SBLI family.
Life Insurance Made Easy
Very helpful and professional agents, with no pressure to purchase a policy.
June 25, 2025
Reply from SBLI
Hi Robert,
Thank you for your kind words! We’re so glad to hear that our agents made the process feel helpful and pressure-free. That’s exactly the experience we strive to create—supportive, informative, and always at your pace.
We truly appreciate you choosing SBLI and look forward to being here for you whenever you need us.
My agent
My agent, Gary Costello, was super helpful. Very patient, knowledgeable and collaborative. Gary was a big reason I decided to go with SBLI. And, you cannot beat the competitive pricing.
June 24, 2025
Reply from SBLI
Hi Robert,
Thank you so much for your thoughtful note. We’re thrilled to hear that Gary made such a positive impact on your experience—his patience, knowledge, and collaborative approach truly reflect the heart of what we aim for at SBLI.
We’re also glad our competitive pricing helped make the decision an easy one!
We’re lucky to have Gary on our team—and even luckier to have you as a policyholder. Thanks again for choosing SBLI.
SBLI insurance is a great product
I have had SBLI insurance for 20 years and recently had to renew it. They made the process pretty easy and are a great company to work with.
June 12, 2025
Reply from SBLI
Hi Glenn,
Thank you so much for being part of the SBLI family for the past 20 years—that means a lot to us. We’re so glad to hear your renewal experience was smooth and that working with us continues to be a positive experience.
We're here for you at every stage, and it’s always our goal to make life insurance feel a little easier and a lot more personal.
Thanks again for your kind words and your trust.
I did a lot of homework before buying…
I did a lot of homework before buying life insurance. SBLI had some of the best rates, and they were quick to answer all my questions and move things along.
I didn't give 5 stars because there was a lot of back and forth with the medical questions. I feel like most of the questions were answered or could have been answered in the first call.
June 17, 2025
Reply from SBLI
Hi Robert,
Thank you for taking the time to share your experience—and for doing your homework before choosing SBLI. We’re so glad our competitive rates and responsive team stood out and helped you feel confident in your decision.
We also appreciate your honest feedback about the medical questions. We know your time is valuable, and we’re always working to streamline our process so it feels as efficient as possible—especially when many answers could be gathered upfront. Your input helps us do better.
Thanks again for choosing SBLI. We’re happy to have you with us.
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