Ladder: most-reported complaints
Automated analysis of 270 public Trustpilot reviews published 2021-04-17 to 2026-08-31. TrustScore 4.7 from 3,026 total reviews — see the Trustpilot page. Quick answer: is Ladder legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues related to other concerns, which accounted for 16 of the 61 identified complaints. Support problems were also frequent, with 14 reports of unreachable support and 13 reports of unhelpful support. Additionally, 8 complaints cited misleading pricing as a significant issue.
How to reach Ladder
These are the contact details Ladder publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 844-533-7206, email [email protected], address 2261 Market Street #30833, San Francisco, 94114, US.
The company claimed its Trustpilot profile on 2016-10-11, uses Trustpilot’s paid features, and last replied to a negative review on 2026-06-05. Trustpilot ranks it 51 of 117 in Insurance Agency. We last checked this profile on 2026-09-24 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.7 → 4.7 across 8 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (100%, 0.9d) · 2026-08-24 (100%, 0.9d) · 2026-08-27 (100%, 0.9d) · 2026-08-30 (100%, 0.9d) · 2026-09-02 (100%, 0.9d) · 2026-09-08 (100%, 0.9d) · 2026-09-21 (100%, 0.9d).
Severity: 11% of this company’s 61 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 2.1 days between the experience and publishing their negative review (31 reviews record both dates).
Measured reply time: across 108 negative reviews that received a public reply, the median wait was 1.4 days — the company profile reports an average of under a day.
Reply quality: of 108 company replies to negative reviews analysed, 36% engaged with the specific problem and 44% were generic templates.
66% of its 191 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: other makes up 26% of this company’s complaints vs a 16% median across 126 ranked companies in its sector.
Review velocity: 148 of this company’s 3,026 Trustpilot reviews (5%) were written in the last 12 months.
What are the most common complaints about Ladder?
Other
16 reports · 26% of complaintssteady“Working with them was a big waste of time. Imagine if you get approved, what they will do to find in your medical history to deny a claim.”
The company replied on 2023-01-05: “Hi Tom, thank you for sharing your feedback. To provide some context, underwriting takes a variety of factors into consideration such as, but not limited to, prescription history and medical history.…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Ladder was extremely stubborn and made clear to me that my husband's life is worth more than mine by giving him more insurance coverage.”
The company replied on 2023-07-24: “Thank you for your feedback, Cara. Happy to help. For context, each applicant is underwritten individually and a variety of factors go into determining our decision. These decisions are, but not…”
Our classifier read this reply as a template response.
“Ladder processed a fraudulent release for a life insurance policy to a company called Milliman and obtained 15 pages of my medical information without my release.”
The company replied on 2023-05-15: “Hi Trevor, thank you for your feedback. To clarify our process, an application must be submitted before any underwriting can be attempted. Additionally, please note that medical history is one of…”
Our classifier read this reply as a deflection.
Support unreachable
14 reports · 23% of complaintsfalling“Calling to the Ladder 2:30 pm Friday - nobody answered.”
The company replied on 2025-10-14: “Thank you for the feedback, Farid. To clarify, our hours of operation for our phones are 9AM to 12PM PST, Monday through Friday, with the exception of holidays. That said, it seems like one of our…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“No phone numbers to talk to a real person.”
The company replied on 2022-08-19: “Thank you for your feedback, Sokleng. To address your concern, Ladder policies are backed by insurers who have been in the life industry for several decades. That said, in reviewing our records, it…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“There has been no communication!”
The company replied on 2026-04-07: “Thank you for your feedback, Ilima. To clarify, we do send a congratulatory email indicating that you are covered once an offer is accepted. If you would like more details regarding your policy, we…”
Our classifier read this reply as a template response.
Support unhelpful
13 reports · 21% of complaintsfalling“then was denied”
The company replied on 2026-02-13: “Thank you for sharing your feedback. We're sorry for your loss. Please note that once you miss a payment, you are granted a 60 to 61-day grace period. Additionally, if you exceed the grace period…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“They have been giving me the run around for four months, and still no answer.”
The company replied on 2026-04-28: “Thank you for sharing your feedback, Angie. We sincerely apologize for the delay. To provide some context, the underwriting process involves a comprehensive evaluation of various factors, including,…”
Our classifier read this reply as a deflection.
“The whole process is broken and flawed”
The company replied on 2023-05-02: “Thank you for your feedback, Tony. We're sorry you had this experience. We offer various methods of communication for our clients to connect with us, and you are always welcome to email us at…”
Our classifier read this reply as a template response.
Misleading pricing
8 reports · 13% of complaintsrising since 2023-09“That false number tricks you into filling out the full application”
The company replied on 2023-09-08: “Thank you for your feedback, Matt. Happy to clarify! To start, the dollar amount you saw at the beginning of the application is a quote, or an estimated price. In general, the difference between a…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Gives you a different price after completing everything or just flat out denies without info on why”
The company replied on 2026-06-03: “Thank you for sharing your experience, Joseph. To clarify our process, the initial quote you see is just a rough estimate based on a few factors and therefore, is subject to change as we receive more…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I agreed to a certain coverage then you gave a completely different policy”
The company replied on 2026-01-12: “Thank you for your feedback. Happy to clarify. When an applicant qualifies for an offer, we may present you with an offer that has a monthly premium closer to your quoted price, which can result in…”
Our classifier read this reply as a deflection.
Hard to cancel
3 reports · 5% of complaintsfalling“I never got a response back so I'm having the hardest time trying to cancel the policy.”
The company replied on 2021-12-17: “Hello Ernest, thank you for your feedback and we're sorry you had this experience. In reviewing our records we see that your case was resolved promptly via email.”
Our classifier read this reply as a deflection.
“I open account one day. Told them to cancel. I keep getting these stupid email .”
The company replied on 2021-07-09: “Hi W, thank you for your feedback. It sounds like you received an account security email, and in reviewing our files it appears that this case was resolved.”
Our classifier read this reply as a template response.
“Ladder makes it difficult to cancel life insurance”
The company replied on 2021-06-11: “Hi Lanard: Thank you for your feedback. We did receive the notice of replacement as required by the state of FL. This notice is to let the company know one of their policies may be replaced, for the…”
Our classifier read this reply as a deflection.
Account/app problems
2 reports · 3% of complaintssteady“I was denied immediately after I shared my family history”
The company replied on 2026-06-05: “Thank you for your feedback, Arjun. We reviewed your file and it seems there was a misunderstanding. We will have our team reach out to you with additional information.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I don’t know my policy number, your cloaks number, nor did I received policy.”
The company replied on 2022-01-03: “Hi there, you can find your policy documents and number under the 'Policy Documents' section in your account at www.ladderlife.com. For any additional questions please don't hesitate to reach out to…”
Our classifier read this reply as a template response.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-07.