Phoenix Life Reviews 3,200

Do not use this company total scamers my sister had a life insurance policy since 1992 and she passed away on the 14/10/2024 contract phoenix life insurance as i was her next of kin contract them back on the 31st of January 2025 and again in March and they are still withholding payment as I right this reviews on the 16th of April 2025 so 7 months now and still not settled on my dead sisters life insurance totally disgraceful way to do business we as a family are in hardship as we had to cover all funeral costs to date from our own savings
SO BE WARNED ⚠️ DEFINITELY LIKE TO TAKE CUSTOMER MONEY 💰 AND WHEN YOU THINK YOU WILL BE REIMBURSED WELL 7 MONTHS WE HAVE BEAN WATING TO BE PAID OUT WE HAVEN'T SEEN A PENNY YET SO AVOID PHOENIX LIFE INSURANCE TOTALLY INHUMAN THE WAY WE HAVE BEAN TERATED AS A GREVING FAMILY
SHAME ON YOU PHOENIX LIFE INSURANCE

I have been trying to phone phoenix Life on and off for the last 3 days, again this morning I have been waiting for the phone to be answered, I’ve been hanging on since 8.30 and gave up at 9.40.

In 14 years dealing with pensions for members who have left the UK I have never been subject to so much incompetence. The total inadequacies and avoidance from the staff and refusal to deal with any authority other than the member when expertise is required is ridiculous. But the real problem is the LIES, OVER AND OVER. Worst Pension provider ever.

Avoid like the plague , husband passed away in January , he paid life insurance since 1983 , with Abbey life who transformed into phoenix life excuse after excuse , promises never fofilled
Not happy .😕

I've filled in the forms to cash in my very small pension and tried to call several times without anyone answering after over 2 hours each time. I wish I had never even placed my money in this company. When you fill in the forms to cash in it says you'll get an email confirming this, no I didn't. I want my money it's mine I'm going to take legal advice this is ridiculous

what a joke, misinformation given regarding cashing in a pension. Different info given depending on who you speak to which has now delayed my pension!! Wrongly advised in 1992 and now having to deal with these clowns!

A follow up to my previous review regarding surrendering a policy that no longer fits my needs.
I have called, emailed, raised a complaint and they are still not forthcoming with any details of the surrender value but they have sent me a cheque, equivalent of two months premiums...I don't know if this is a refund or if this is the surrender valuation. I have now emailed them again as there's been no contact for 10 working days.
Ironically it states in their auto reply, "Our standard response times is 5 to 10 working days and we will respond by email unless you tell us otherwise" from when this began in February I have never had an email from them. They only communicate by post.

For 2 years now I've been attempting to confirm my details as requested by phoenix unfortunately the Web site is still down I've rang on numerous occasions but the questions I'm asked I can't remember from the early 80s I'm still receiving post to my correct address but no one will believe it's me I've sent numerous emails asking for help I never get a reply I wish I could deal with Pearl assurance like the good old days.

Terrible company. They informed my husband in Oct 2024 that he had an old pension account that had been transferred from another company. We decided to cash it out. They knew we are living overseas, and told us to file all the paperwork on their website. It kept saying the website was down for service.

A month later after writing to them several times and them insisting on us using the website that was continually “down for service”, I wrote to customer service and was told that the website doesn’t work if you are logging in from overseas. So why did they insist on me using it?

I received a 25£ cheque and a letter of apology. Then a month for the retirement pack, multiple phone calls of an hour and a half, being told on the phone the paperwork that needed to be sent. Sending the paperwork, then a month and a half later receiving a letter in the post saying that wasn’t the correct paperwork and needing to send more in after it was notarized.

Another 4 weeks for a confirmation of the paperwork. A phone message saying to call back then two days on hold off and on. More questions, then finally blew my stack with the operator and insisted on a callback from a manager. Patrick called me back an hour later and supposedly will get everything resolved by close of business today.
Not holding my breath. I think mentioning that we will both be dead before we get our money may have helped.

Poor communication- takes 5 days to get an email and 10 for a letter! Very difficult to get through by phone. Always asking for another form to be completed, and another,
and again.... . We needed to send everything recorded delivery. For info- Keep a log of dates, times, who you spoke to, what you sent.... you will need it. Avoid using this company. If I could give 0 stars I would.

Trying to sign into your online account/pension is nothing short of infuriating, after constant security verification and the waste of 15 mins of my life the online platform asked me for my first and last name then date of birth then my postcode, it then told me these details did not match there records ,like I dont know my on first and last name my date of birth or my postcode which coincidentally hasn't changed for over 20 years ,that thought of using this platform again fills me with dread to the point of dispair

Customer service is as bad as it gets, 3 days running get ton1 hour waiting and it just says sorry we can't take your call, how do you get through. It's made my mind up get my money out of this company and move it.

Absolutely appalling lack of care and customer service.
My father passed away 4 months ago and we are still waiting to be paid on the Life Assurance policy.
Excuse after excuses. Promises to return calls and get back to us with updates that never happen.
It is impossible to speak to anyone other than a call centre operator who can't give answers or solutions.
At an extremely stressful time they have been nothing but obstructive.
Still sending "cheques" which are sent to wrong addresses or just don't turn up.
PLEASE AVOID THIS HORRIBLE COMPANY

I have been calling them for three working days . I have been on hold 1.5 hours in total .
I have emailed and had no response .
I have been trying to cash in a pension since early December 2024.
They clearly do not have enough staff .
Hopeless company

What can I say about Phoenix life?
The saga of me attempting to get hold of MY money from Phoenix is still ongoing - some months from my original contact with these crooks.
Change of address forms* - three weeks for them to be issued.
Claim for cash-in lump sum option - three weeks** for the forms to be issued.
Then, guess what? Not only do they want my banking details (fair enough), my contact details (again? WHY??), a plethora of tick boxes done (again, their arse covering exercise) BUT.....they also want my ORIGINAL birth certificate!!
My birth certificate was issued nearly 64 years ago - in those 64 years I have lived in 14 different properties and worked in 9 different countries.
I firmly believe they are trading insolvently and are desperate to not pay a single penny to the people who have paid in.
These crooks should be investigated as soon as possible.
As I said in my previous review - if you have any financial products with these charlatans - move them as soon as you can - because Phoenix life will do anything not to pay you what they owe.
*another company - change of address took less that 10 minutes over the 'phone.
**another small lump sum payout request from another company - 5 DAYS from application (again, over the 'phone) to the money being paid in to my account,

Repeatedly contacted them regarding my pension pack. Blatantly lied to every time. Each time I was told it was in the post! Or Will be sent ASAP. Feet dragging at its worst.
I put in a complaint and eventually someone called me. But all they did was make excuses and blame Royal Mail.
Utter lies!! Check out their reviews on their website!
Eventually I received my retirement pack 3 months later. Let's see how long it will take them to respond to my request to cash in my policy!!
The complaints department have just called me and said they are in a different department and do not communicate with the customer service team. WTF ? So what good is a complaints department then ?
Avoid at all costs. I shall update on here when I receive my pension. Watch this space. 21/3/25

Don’t even deserve one star been trying for months to get my children’s deceased fathers money who passed 8years ago in December one child has had there share but three kids still waiting the stress it has caused the kids is unreal it’s like there dad has died all over again because there over 18 now so they have to call them up getting asked when he died ect every time they ring is really upsetting them just to get told lie after lie also trying to say they sent there birth certificates back and we signed for them we have not received them back the company is a joke they don’t care about anybody’s feelings just about keeping a hold of dead peoples money

Absolutely awful customer service. My nan sadly passed away in October. We sent the will and death cert by email. They then chased me for it. We sent the claim form in. Again was then chased for it. I had to keep ringing until finally we got it sorted. We then realised we hadn’t claimed for my grandads life insurance. Following a phone call I sent over the death certificate and will for him also this was in October and we still haven’t received A reply. I’ve chased about 8 times. They ignore your emails or don’t read them correctly. Absolutely awful service from a bereavement team. I work in the financial services sector myself and due to the FSA could not get away with treating customers who have just gone through a family bereavement this way. Appalled and will be taking further

Nightmare to deal with, call handlers seem to have very limited ability to deal with queries and are not able to speak or transfer you to other departments. Have been trying for over 3 months to get my FSA authorisation to review my policy. No problem with Aviva or Prudential!

Drama out of a Crisis is their Speciality Constantly refered to web page contact form, when its not possible to log in without policy number, the most unhelpful team I have ever come across.