ReAssure Reviews 

Extremely helpful customer service. Phone call answered straight away and everyone of my questions answered with plenty of time given for me to understand and not feel rushed. Thankyou

Charlotte was polite and very clear to understand.
She wasn't able to give me an answer so has passed my query to another section and hopefully I will have answers later.

The persons that one deals with on the phone are courteous and professional, but that isn't reflected in what actually happens afterwards. I have had a couple of examples where I have questioned their internal communication and efficiency. It is nothing serious, but rather frustration. It has meant more phone calls that should really been necessary.

Quick and efficient.

Consise information and polite person who was very helpful. Excellent service.

Very friendly and helpful

So an ancient SERPS opt out pension plan that has languished in silence with ReAssure. Turn 55, decide to cash it out, as it is as mentioned above. Now the runaround begins. Employee even tried to blame me saying that I had originally signed up to retire at 65....despite my legal entitlement to cash out at 55.
Quite happy for you to sign up and pay them money digitally, but if you want you money back suddenly they must have a wet signature mailed in.
Generally just a shambles, demanded a digital document to request my cash out...let's see if that works. Not holding my breath, as purple is not my colour.

The telephone was answered promptly - a real bonus these days! Zoe was extremely helpful in checking through all the information on my file and answering my query.

Emily was the best customer support person I have spoke t o to in a long time.

A very professional customer agent excellent traditional service well delivered. he had a v good attitude and it gave me confidence in ReAssure

Very frustrating to deal with. Questions about my investments are responded to with pro-forma comments that do not reflect what I've asked for. Really disappointing.
The retirement planning toolkit is too limited to be useful.

She was very helpful.I have been trying to acess my pension and finding it very stressful She did make progress today

Debbie asked questions and gave clear advice. She was friendly and courteous.

Took time to understand my needs and was super helpful and polite

Always find Reassure easy to deal with. The staff are knowledgeable and as a non resident have processes that can be executed on line and not via mail.

Very pleasant customer service lady.

Disappointing that my case has yet to be progressed.

I have been trying to cash in two personal pension policies with ReAssure since late July 2026. In that time, I have had a new requirement raised at almost every stage, first a Risk Questionnaire, then a demand for a wet-ink signature on a form I had already submitted digitally, despite there being no legal requirement for a wet-ink signature under UK law.

Each communication from them was signed by a different member of staff, with no continuity of case handling and no single point of contact. My second policy was never progressed alongside the first despite repeated requests from the outset.

I complied with every request, including sending original wet-ink signed forms for both policies by Special Delivery. Since then, I have had no acknowledgment, no answers to the questions I have repeatedly raised, and no payment or timeline for payment on either policy. I have had to submit a formal complaint to The Pensions Ombudsman regarding ReAssure's handling of this matter, and still my issues are unresolved.

If you are dealing with ReAssure on a pension encashment, be reassured you can expect, inconsistent communication, a general lack of responsiveness, and requirements introduced late and on a piecemeal basis as if they are doing all they can to avoid or delay making payment.

*UPDATE – STILL NO RESOLUTION, AND NOW MORE REQUESTS!*

After the review was posted on Trust Pilot, Reassure’s offices were open only a couple of hours before I received a response. However:

1. Having requested communication via email on multiple occasions (because I am currently overseas) they attempted contact by phone and emailed me only to ask me to call them.
2. When I called them I was forced to wait on hold for more than 30 minutes AFTER passing security while the customer service agent reviewed the file.
3. Reassure made a further request for information (about how long I had been out of the country), which hadn’t been included in their email response and which hadn’t been raised previously. I was told this was the only outstanding enquiry and I answered it.
4. I asked the agent to confirm that there were no further requirements prior to payment. He was unable to give me that confirmation.
5. I asked him to confirm I would receive an update from Reassure’s team by email during the course of the day. He was unable to give me that confirmation.
6. I asked him to confirm when payment would be made. He was unable to give me that confirmation.
7. I asked him to deal with my request for compensation, and he told me that was a different department.

So in summary, rather than resolving my dispute, the process so far has confirmed the pattern of repeated and piecemeal requests for information, a failure to answer customer’s questions and a failure now to deal promptly and properly with complaints.

My frustration continues, my complaint remains outstanding and my claim for compensation has only been strengthened by Reassure’s inadequate processes.

This is not an experience I would recommend!

***SECOND UPDATE***

Reassure posted promptly in replay to my review stating that:

“Our customer services team are already aware and will do all they can to sort this out.”

More than 3 days later, "all they can" has amounted to... nothing at all. They took a phone call on Tuesday 11th, which involved a 30 minute wait and resolved nothing. Since then I have received no communication from Reassure, and no payment.

It seems the Reassure customer services team can't do very much...

*** FURTHER UPDATE : 14.08.2026***

After another 30 minutes on the telephone I’ve now been told that they can’t make payment because they need details of my address overseas. I am out of the country temporarily and staying in a hotel!

This is the first time I have heard of this new request. No one thought to contact me about it whenever the idea occurred to them!

I believe this to be a frivolous request and I have now asked (again) for a complete list (in writing) of everything Reassure requires (that is not already in their possession) to make payment AND I want the statutory or contractual provision which justifies each such request.

So much for doing all they can do. Seems they are doing all the can to delay or avoid payment!

Absolutely outrageous incompetence!

I was expecting the worst and got the best. Not only polite and knew the subject but sorted out an annoying problem in a very efficient manner. Just what I wanted.

Was able to understand every word the lady said