New Ireland Assurance - Web Site Reviews 38

I’ve been trying to encash a policy with New Ireland Assurance and the experience has been unbelievably frustrating.
The customer service is completely ineffective. I’ve been promised callbacks multiple times and nobody ever follows through. Every interaction ends with the same scripted response: “We’re escalating the issue.” At this stage, the word “escalate” means absolutely nothing to me because nothing actually changes.
What should be a straightforward process has dragged on endlessly with poor communication, delays, and no accountability. It genuinely feels like customers are being worn down rather than helped.
Another major issue is communication. Some customer service agents struggle with English fluency to the point where important details become difficult to understand. For financial services dealing with policies, money, and legal documentation, clear communication should be a basic prerequisite.
Overall, this has been one of the most incompetent customer service experiences I’ve dealt with. I would strongly advise others to think carefully before trusting them with their money.

I invested in 2020 through Bank of Ireland. No welcome call due to Covid! No statements received. Customer service awful. My adviser left year 1 and I was never told. Statements were never received despite being told they were posted. And finally, after 5 years the fund was worth less than I invested.
I took to Ombudsman office but I cannot prove that I never received letters from them, obviously.
Its been years of hassle and I'm financially worse off.
Avoid at all costs!

The company I work for enrolled me in New Ireland Pension. To this day, I don't know what plan I'm on. I haven't received a login, so I can't do anything. There's been no response to my contact attempts. My funds are likely sitting uninvested. Avoid New Ireland Pension. I know other employees have the same problem.

This review is in relation to New Irelands Customer Service Team specifically for the product of Mortgage Protection. Cancelled the policy in writing which they made me jump through numerous hoops, the cancellation was due to a change of mortgage provider. Everything was done in writing via email, which was confirmed as received by New Ireland. Fast forward two months and I was still charged for two months cover after cancelling the policy. Contacted them again, couldn't care less, put the blame on me. Basically a very dishonest organisation, history repeating itself? For anyone that expects honesty, transparency and good customer service steer clear.

I get monthly payment as they do a weekly payroll. My monthly payment tax credit is calculated is only my weekly credit.
They refuse to calculate my monthly tax free credit.
I have lodged a complaint with New Ireland.

I made contact with New Ireland for a life insurance quote. I was put in contact with Luke. Very professional from the very start. Luke made the whole process very easy to understand and answered any questions we had. He sent all the information to us so we could look it over before any commitment was made. Made time on a Saturday to speak on the phone as we were busy with work commitments during the week. Would highly recommend.

Paid into pension scheme for a few years. The growth was abysmal and covid 19 was the main reason apparently. Involved Ombudsman but nothing done. Miserable returns just glad I didn't make a lump sum payment.

Had a pension with these for a short time , because I left within 2 years I could claim back some of what I paid in , they made this very difficult to do I eventually got money back after a few weeks of getting my emails ignored .. VERY UNPROFESSIONAL COMPANY

Constantly on hold for an average of 30 mins then when you get through the person cannot answer your query and have to send request to relevant dept. I am still waiting for my pension claim to be resolved and it's been over 7 weeks. They are quick to take your money and as slip as snails to pay it back. I would never recommend this company for AVC Pension. Put your money into a higher interest account in your name so that when you want it you can get it immediately on your own finish date terms.

I have an AVC pension with New Ireland since 2020, and I am waiting over 3 weeks to get it reviewed - the Advisor allocated to me, nor Head Office or Customer Service bothered to get back to me- after several requests. Customer service is non existent- I don’t know how the Regulator can tolerate this sort off service. My colleague told me that it’s taking 16 weeks to pay out a small tax free lump sum of €65,000 to her!!

I'm with New Ireland with my pension for some years. Actually trying to communicate or get anything changed is next to impossible. The customer service , eh, what customer service. They could not understand or deal with my query. Never got back to me in the end, even though saying they would. I went to up my monthly contributions per month, its still ongoing after 6 weeks. They already missed a deadline. I've also been months trying to understand a charge i was seeing on my statement. If your thinking of New Ireland. I've also had so many problems with chasing RAC forms ( taking more than a month ) for tax purposes over the years, its incredible . They are supposed to have an obligation for timely responses etc and are regulated by the Bank of Ireland...supposedly

Had a company pension with new Ireland for years, return on investment horrific, charges really really high. Would NOT recommend

Amateur night in the investment world. Avoid this company unless you enjoy being frusterated. I've spent 3 weeks trying to cash out an investment with New Ireland. Each time I fill out and return a document, they send another. I've asked for a full list of requirements to cash out, but they prefer to send one at a time. The last one asked me for a statement of assets. Interesting that they ask for this now, when I'm withdrawing my money. When I was depositing, they didn't seem to care where it came from. I still do not have my funds.

New Ireland / Bank of Ireland are a disaster, but in Ireland there is NO REGULATOR, for anything, so dont be too annoyed complaining as they are not bothered, as there is no comeback for them. Text me on 0870 650 500 Trustpilot also can not be Trusted, as they remove any posts against all big Companies.

I have over €40k invested in New Ireland Assursnce.

Anyone thinking of taking out a Pension or PRSA with them DO NOT actually run a mile.

There customer service is non existent, their complaint procedure does not exist.
Staff are rude and just don’t seem to care.

I cannot believe Bank of Ireland stand by New Ireland Assurance as their Pension provider.

Legal letters have been sent and the ombudsman has been involved.

DO NOT GIVE THIS COMPANY YOUR MONEY AS YOU WILL BE SORRY!!!

Contact the FSPO.
I like many of the Reviewers of New Ireland have had an horrendous experience with them. Pretty much the same as everyone else...no visibility of my payments...no response from them etc etc.
So, help yourself. Complain to them at their complaints email address (available on line) about your personal situation. They are so badly managed right now that you won't actually get a response to your complaint (which they are legally obliged to do). Wait the legal 40 days and then immediately complain to the FSPO (all details are on line). This will take a few months but you are a guaranteed winner as New Ireland have a legal obligation to attempt to resolve your complaint within 40 days. They don't even bother arguing, they automatically pay you compensation. I'm not allowed say how much, as that is confidential, but I am prepared to say that I have been paid more in compensation by New Ireland than I ever made with their incredibly badly managed pension schemes.

If I could I'd give a big fat 0..... been paying into for over a year and nothing added in my account since Dec 2022. What a shambles of an organisation, how can they operate like this? The excuse we are late adding the funds.... really where is the money then? AVOID do not put your money with these guys. unfortunately my company use them so didn't have a choice. Been trying to get a response from them on how to fix this since August 2023, absolute disgrace.

I have to add to the multiple poor reviews below unfortunately.
Having set up a pension and saver policy I have been trying to sort out a simple issue regarding access to view my policies. I have spent 3 months trying to resolve this, with multiple emails (many unanswered), phone calls (long wait times) and still no resolution. A different person takes the call every time and I have to start at square one. I asked for one person to deal with me and this was not allowed. I finally got an answer after 3 months, saying the only way I can view my policies is to ring them or email (which I won’t be doing given the above).
My query was simple but I am now worried about difficulties I might have with withdrawing any policies in the future based on other reviews below. I am now discontinuing my policies and moving elsewhere, thankfully I only had made a small number of instalments

Its a pity that even a bad review has to give 1 star... new ireland are worthy of 0 stars, absolute night mare to deal with, give you the run arounds and are just incompetant