Phoenix Life Arvostelua 3 207

I am having an extremely difficult time getting through to Phoenix Life. I’ve been calling constantly and have spoken to several different people, yet they continue to send me the wrong forms every single time. It’s incredibly frustrating and completely unacceptable.

At this point, it feels as though they are either deliberately prolonging the process — because it is clearly not beneficial for them when clients try to cash in their pensions — or they are simply incompetent.

Each time I think I’ve finally found someone who understands the issue, another incorrect form arrives. I am exhausted from repeating myself, and nothing is being resolved.

I will certainly be cashing in my pension and, after this experience, I hope never to have to deal with this company again.

I have tried for many months to open an online portal so I can manage my pension accounts.
Every day I visited the website to try and open a portal I got this message:

We're sorry, MyPhoenix is currently down for maintenance
We are working hard to get our service back online for you and we apologise for any inconvenience caused.
If you need to access your plan information, please call our contact centre on +44 (0) 3450700029

I contacted Phoenix Life to complain who replied several weeks later to say that they were looking into the matter. It is an IT matter, not a financial matter! I received a further two letters to say they were still looking into the matter. Eventually there was the possiblility to register for an online portal. After registering you had to receive an email with a six figure code to complete the process. No email ever came after numerous attempts.

I called Phoenix Life to report this and they said they would contact IT who would get in touch with me. They never did.
Yesterday I called the complaints deopartment again, they "tried" to connect me to an ajudicator who would call me back within the next day. Still heard nothing.
Useless company, useless IT and useless customer service.

Time to break up this company.

I've been chasing this company for information which is holding up the completion of a pension transfer.
It's been escalated, expedited... Marked as urgent. A complaint has been logged but the complaints team hasn't been in touch, even though I was assured they would call me today.
Support, admin & complaints appear to be 3 entirely separate entities who just do not communicate with each other, It's soul destroying trying to get a response.

Despite sending statements and other paperwork for over 15 years, when I phone to talk to someone about my policy they can’t find it and granule to someone else who can’t find it, online contact for just comes up with an error when trying to sent….arghhhh

I wanted to give 0 stars. 48 hrs 'Adam Bonsor Complaints Handler' won't call!! Trying to transfer pension to iii. It has been more than 6 months trying to get the money. Evidently CEO Andy Briggs gets £800,000 a year but they couldn't care less about my measly pension. I have been passed the buck from Marianne to 'Adam Bonsor Complaints Handler' regarding my pension. Marianne's call went on for 1 and a half hours on Thursday. I sent them the transfer forms in August, it took AGES to get them to send the transfer forms which didn't happen and kept phoning them , but every time I phone them a DIFFERENT person answers. THERE IS NO number, no information to Adam Bonsor 'Complaints Handler' said Marianne...I'm just expected to wait, but if I phone again it will be REPEATING REPEATING REPEATING the same info over again and them saying some silly thing like 'we haven't got your transfer' or the earlier phone call...'transfer is going through' a month ago which it HASN'T after an hour or so of speaking to them....DELAY DELAY DELAY TACTICS....they don't want to give you your money!!
AVOID!!! AVOID!!! AVOID----TERRIBLE!!! They're incompetent...pretending over 6 people phoning them ...but really they've lost my transfer form

Would give 0 stars if I could.
Received a letter at the beginning of October in regards to my late mother's pension (she died in 2014!!!). Got in contact and sent of all the information they requested. Phoned up a few days later and was told they have everything they need and it'll be paid out by bank transfer on the 21st Nov. I phoned up a few more times to get updates to ensure there were no hiccups and was told by everyone I spoke to it would be in 21st Nov. Check my bank. No money. Phoned up on Monday, they claim they sent a cheque on the 7th. No cheques was received. They said they'd cancel the cheque and pay by chaps. I'm still waiting after numerous calls and a lot of heated discussions with senior managers. Was told this morning it would be in by 530 today. Guess what, not in. Got in touch with my bank and there is no trace of any payment inbound.

Raised a complaint on Monday, nothings happened.

It's borderline criminal how disjointed and dysfunctional this company is.

It's now been over 12 months of trying to deal with a claim. They've showed little sympathy, and have increasingly requested more ridiculous evidence in order to progress the claim.

They are recommending that I open a third formal complaint despite not even having resolution from the previous complaint.

Do not trust or use this company.

Phoenix Life have been nothing but pleasant and courteous when I have called, their small team who I have been dealing with is a credit to the company as a whole, with special mention to Shannon and Kelsey (I hope I have spelt names correctly) who have been empathic and understanding in what are quite sensitive and difficult circumstances.
Overall I rate this company 10/10 and would have no hesitation in recommending them for pensions/life insurance. It’s so refreshing to speak with people who actually care!
Massive Pat on the back, thanks again

Dear Phoenix Life Team,

I hope you are well. I am writing to provide feedback following a call I made this morning on behalf of my elderly mother regarding a letter she received from your organisation.

Unfortunately, my first interaction was extremely disappointing. I spoke with a representative named TEE, who refused to take the policy number from me to begin the security process, despite the fact that I had the letter in front of me and my mother was present on the call. My mother did not know the policy number by memory, which is perfectly understandable given her age.

TEE insisted, quite abruptly, that she could only proceed if the policy number was stated by my mother directly, even though industry-standard practice is to verify security using "personal identification details", not solely a policy number. Her tone was rude, unhelpful, and unnecessarily inflexible, which created a frustrating and stressful experience for both of us.

I ended the call and rang back. Thankfully, I was assisted by another colleague who handled the situation properly and professionally. He took the policy details from me, completed the security validation with my mother using her personal information, and obtained her consent so that I could speak on her behalf. The issue was resolved quickly and politely,exactly how it should be.

I am raising this because it is clear that "additional training" is required for staff members like Tee, whose approach risks damaging Phoenix Life’s reputation. The second adviser demonstrated how simple and customer-friendly the process can be when handled correctly.

I trust this feedback will be taken constructively, as the difference between the two experiences was significant.

Kind regards,
Mr Mathan

Lost my mam in September , she had life insurance with this company. They sent cheque out with my step dads first and middle name only and bank obviously was refused by bank.
Very insensitive operators, even when bereavement is selected on the phone choices, they actually asked to speak to my mam. They also asked my step dad her year of death.
This firm supposedly issued a new cheque on 1st November. No cheque has arrived.
I've spent hours on the phone trying to sort this out having to relive the whole thing of my mams death and during the last phone call the woman agreed to pay the money into my step dads bank via bank transfer. No money in yet. Has anyone else encountered anything similar?

Update: 10 December, the basket I broke has been delivered.

Update: 02 December, absolutely nothing from CECOtec. Have called the Portuguese number many times, and no one can explain anything. DO not break anything you buy from CECOtec, their after-sales service is non-existent.

Update: Received a phone call on the 17th. Still waiting on further information today 26 November 2025.

Shocked at the level of service from Phoenix life. Just NONE. Called to change my address SIX times. Told on the 20th of October 2025 everything was correct, and today 14th of November 2025, I got an email asking me to call them. Called three times so far, cut off ALL three times. Andy Briggs, you clearly have not picked up the phone and called your support, as Jeff Bezos, to discover the absolute incompetence of your system. Still trying to resolve a RA I took out in 1998.

Phoenix life insurance, have an agenda for deliberately delaying payment of a simple and uncomplicated end of life insurance claim of my late mother. Their call centre is manned by staff who are as much use as a 'chocolate teapot' they avoid pertinent questions when asked how much longer do we have to wait until this matter is bought to a close, by deflecting the responsibility to another department, who are unreachable by phone!

If I was looking for a Life Insurance provider for myself, this company would be a at the very bottom of my list, so consumers beware!

100% avoid. After a family member passed away we have spent hours and hours on the phone being constantly told maybe next week and it continues, no record of the calls and no management available to escalate. Shocking service will take it further.

Incompetent is too small a word for the shambles they show, give out information then say it's wrong, give out more information and again someone else says its wrong. I approached them 7 months ago to ask how to draw down part of my pension, followed their advice and they are currently unable to give a timescale to pay out part of my pension over a month after I retired.

spoken to numerous advisors and sent all documents they required to verify my pension plan and still not recieved my policy number
they are still dragging their feet for whatever reason, all i want is my policy number to log in online
why are you witholding my policy number.......

My partner passed away in June. IAM still waiting to be paid out. Because we were not married Ive sent them documents to prove we were a couple. It's been horrendous. He took out this pension plan 30 years ago.

Failed to provide a valuation of insurance policies for probate. Took ages to pay out.

Incompetent, took over a year to move a pension. Their complaints dept's number either rings out with no answer, and the number for the named person on the complaint was unobtainable. Calls go unreturned, and they continually posted material to wrong address, despite being corrected many times. Avoid.

Firstly let me say that this company like all the other Life and Pension companies use the same tactics of 10 day rule and 6 weeks for any postal queries.with anything you want to do! I had the same issues initially till I called the customer service Couple of days ago and spoke to Sayanthi first and was absolutely surprised and impressed with the way she handled my call with patience, empathy and explained all details and answered my questions completely which was a godsend, then she transferred me to the correct department and I spoke to Sarah who was brilliant, she was understanding, patient and went through the process and constantly made sure I understood the legalities. The whole experience though long was very satisfactory and put me at ease. Hope the rest of the staff will follow the great work of Sayanthi & Sarah and process my request in a timely manner. Thank you! god bless

What an absolute shambles of a company, pushed from pillar to post lost information, and documents possibly the worst company i have ever had to deal with !