Phoenix Life Bewertungen 3'207

I am extremely frustrated with the slow and inefficient process I have been experiencing. I have been waiting 20 days for my pension options pack, which still has not arrived. Last Friday, I was passed around to different departments while trying to request the cash and was informed that it would take 15 days to process one form, followed by another 15 days for the payment. This is simply unacceptable in this day and age.

The poor customer service representatives bear the brunt of my frustration, even though they cannot do anything about it since the issue lies with the 'back office.' Are we back in 1990 when I bought this policy? Please get your act together!

I also sent my marriage certificate at the insistence of the representative I first spoke to, as I have been married for the past 20 years. I am worried because I have yet to receive any confirmation about the return of my certificate.

I have also never seen so many poor reviews on here in one go! Are the people at Phoenix Life aware or not bothered?? Somebody needs to address it urgently!!

Since writing my last review I have discovered that they have been trying to pay my monthly annuity into a bank account I closed in 2022. They have been using my new bank in 2023, 2024 and even Jan and Feb 2025 then in March they sent my money to my old closed account. As I live in US and they refuse to use email it is taking a very long time to sort this out and even when I sent a blank/cancelled cheque from my new account to show details they tried again to pay outstanding money into my old closed account. They now owe me March\April and May with June due on 7th. I am in despair at the sheer incompetence of this company. What happened in March to make them revert back to my old account? Was there a change of personnel? I just can't get any sense out of them. I had to tell their complaints department what the problem is because after 4 weeks investigating they still didn't know. It actually took 4 months in the end! 4 months of dealing with idiots, 4 months of zero pension payments. Eventually they paid a lump, one off sum into the correct account and I don't need to deal with them anymore YEAH! I would advise that nobody deal with this company. They don't appear to understand the English language nor are they numerically articulate!

I have been dealing with Phoenix since sadly losing my father in October 2024.

I cannot wait to disentangle my funds from Phoenix - at every stage they have demonstrated a shocking lack of urgency - no doubt the delay is exacerbated by the fact that they know I'll be withdrawing my money - so they are trying to sit on it for as long as possible.

It took three attempts to receive paperwork with our names spelled correctly - despite having to submit identification to them (which obviously had correct names on them) THREE attempts to correct simple spellings. The level of incompetence is staggering.

Phoenix have repeatedly sent communications intended for my co-beneficiary - to me. These are communications which should be treated in confidence!

They also insist on processing our requests together - even though we are not related and have been making independent financial decisions. So my wishes have been further delayed by the indecision of my co-beneficiary. I'm told "this is the way our system processes Drawdown Policy set ups." I find that illogical - what if my co-beneficiary had decided to leave their money with Phoenix?

As soon as my money is converted to a flexi access draw down I will be transferring it out and hope to never deal with them again.

Avoid at all costs unless you have hours to waste on delays and admin errors.

My daughters mother ( ex partner) passed away just after Xmas, she has been trying to claim and close account now for 3 months , excuse after excuse and still no closer than day 1 , 2 other pensions and 1 of my own has been closed in the meantime , I had to cash 1 of my own to pay for the funeral, absolute disgusting service and whilst looking at other writeups on social media , it has taken some people up to 11 months , my advice go elsewhere , this is obviously a company that doesn't care

Due to providing elderly parental care and needing home modifications I decided to cash in an old pension as a lump sum.
Customer service from the 2 staff I spoke to absolutely spot on ,though I didn't ask for it was told by both that due to my personal circumstances the forms needed for payment would be with me within 5 working days and payout with me around 7 working days after they received the returned forms.

In fact it took 3 weeks and 2 days for the forms to arrive ,I returned them same day registered post and signed for and pay out hit my bank account 13 working days later.

To me it made no great difference but some folks under some circumstances could be relying on a speedier process.

Where do i start with these bunch of Shysters!
No one every answers and they are slow to reply to email! excuse ofter excuse, claim they never receive docs and ask again for the same document to be completed, and then! after 2 months come back with a different figure as they reckon they quoted an incorrect amount, so now i get less!.
They are Absolutely disgusting company totally unacceptable and unprofessional on all levels
Just One excuse after another Still no pay out.
Well I will be contacting trading standards and pension ombudsman. and Soon Legal action.
And Why haisint the financial ombudsman taken action against this company! ?

I had a letter out of the blue from them, saying they have been trying to locate my whereabouts ( I can’t even remember taking out a policy so have no idea who I supposedly had, but it must be over 30 years ago and worth very little) I have since changed addresses several times and my surname is different now due to personal reasons. It’s very worrying after reading all these reviews because I sent details to them to find out why they’d contacted me. They sent a letter again saying Thanks for giving them my new address. That was several weeks ago. Today I got another letter asking me to send my marriage certificate ( not a copy but my actual certificate!!)
I am worried now that they got all my details including my national insurance number and email address. More worrying is that about a week after that I started getting at least 10 spam emails, this is every day, when before I got maybe 1 a month. I think they are selling peoples details. I was going to post my certificate tomorrow but won’t be and definitely not carrying on with this company. Thank goodness I checked Trustpilot.

My father died late last year and had a policy with Phoenix. However they are basically refusing to pay out the policy. They agree that it is due to be paid to the estate, they agree that they should pay it, they have told me twice that it has been paid (once by BACS and once by CHAPS). However, the money simply does not arrive. I have been promised contact by their complaints department; I have not received a single email or letter. I am now escalated to the 8-week complaints procedure in advance of referral to the ombudsman, but I do not hold much expectation. It feels very much like they are holding on to the money for as long as possible to accrue interest - don't know if there is perhaps a cashflow issue with the company? I would avoid them at all costs for any life policy for sure.

Not looking forward to dealing with this company. I was with Sun life. They sold my pension to phoenix life. I am dreading it. My first dealing with them was an email to them asking about taking a lump sum out of my pension. A week later I got a letter from them saying! Thank you for your enquiry to change your address. Either they can't read, or they are employing delay tactics. That was not what I asked for. I think I will just take all my money out.

I have been trying to transfer my pension to another provider for over 5 months. The call centre in Peterborough is just a post box for an offshore admin team that can only be contacted by email. I have been asked to supply new information at different intervals throughout the process, not all at the beginning and each time I have to wait out their statutory period of 21 days to get any response. Since I escalated it to a complaint 4 weeks ago, little has improved except I know the names of some of the staff in the Peterborough office. I have been saving with them for 30 years and would say to anyone DO NOT GIVE THEM YOUR MONEY.

No one every answers and they do not give an email! Hoping this review makes them reach out?

Phoned phoenix life up to get a retirement pack sent out ,was told that the department I needed to speak to was very busy ,and I was told they would ring me back,was told it would be within 72 hours, it's been over a week now heard absolutely nothing .looking at other people's reviews on here I'm not surprised 😒 phoned up again , to be told that retirement pack was posted at the end of April that was over 3 weeks ago I haven't received it ,I don't believe they have posted it ,this company is dreadful and needs to be investigated.

They have made sitting my dad’s affairs so much more difficult, adding extra stress at a time it’s not needed. Spoke to several call handlers, different information each time, very unhelpful & still no further forward!

Phoenix life have been APPALLING and have really let us down at what’s been a really difficult time. I write this in May, having been trying to settle our mum’s pension since the beginning of January after she died. Phoenix Life have caused not only a dew delays but LOTS. They have got our names wrong on paperwork, requested documents we have already sent months back, and told us they had everything, only to then tell us that that wasn’t the case weeks later. We have probably had twenty phone calls with them to try to get this sorted, and each time it has been traumatising because we can’t move on with our lives and have to think about our late mum each time.
All because they have terrible service turnaround times, staff that have not been properly trained and we suspect that they wanted to keep the money as long as possible to continue to profit from it as long as they could.

Phoenix Life is a DISGRACE, and as I work in the finance industry I’ll be telling as many people as I can about their ineptitude because it’s not fair how poorly they’ve handled this bereavement case, and that our father is struggling to pay his bills because you have taken five months to pay a cheque. Shame on you.

A month on from my initial contact and still no closer to resolving my issue.
Called them on a Thursday, was then supposed to be put through to another department but no one available. Told I would be called back, wasn't, so had to call them back on the Tuesday after the bank holiday. Spent another 45 minutes on the phone. God forbid anyone trying to deal with these people if they're trying to deal with a partner's death!

I've been with this company for a very long time, and I've never had cause to contact them until today.
I'd received my annual statement and I had a query so I contacted them to discuss it. I was connected with Tino and from the off he had me laughing. It was nice to actually talk and have a proper conversation with someone who wasn't sticking to a script and rushing to get you off the phone. He also ensured that he carried out the required security procedures before dealing with my call. He looked into my query and was able to confirm what the issue was and how he was going to get it sorted for me.
The only issue I had was with the hold music, it's rubbish, I have no idea why they thought customers would be happy listening to that, it needs to be changed 😀

I've been trying to take my pension out for months, and know exactly what i want to do. But ever time I ring there's no one available and have to ring me back. I already had all the paperwork and options sent to me. But when they finally ring me back, they insist on sending more paperwork saying I don't have it, when I have it infront of me but they won't listen of don't understand. The new paperwork arrives nearly identical to the last but what a surprise my pot has dropped by well over £3000. Rang up again and nobody available again. Will ring in next 72 hrs.

We had a Executive benefit Plan with Phoenix. The member was with difficulty able to receive her pension. As a Executive trustee of the scheme I was sent forms to fill but the agent (after 30mins) waiting was not able to help. She needs better telephone manners. The Customer service is far below the standard !!!

Quite literally the worst pension provider. I wanted to cash in a lump sum….impossible to do online so had to called. First called 37 mins on hold so called the next day 43 mins & eventually got through to be told someone from another department would call back but guess what they didn’t. I called again to be told a pack would be sent out. After receiving the pack I went online to complete the cash in & a week later was called to be told they had a glitch on the system & I would have to complete the process over the phone. I was then told another pack would be sent out for my bank details etc….15 days later it hadn’t arrived so after another lengthy call a guy called David told me it had been posted out but because of Easter & the state of Royal Mail it could take a while. It never arrived so another call & the documents were emailed out. Awful company please avoid. My main pension is with Zurich who are amazing….and answer the phone promptly

Totally inept. Excuse after excuse to prolong settlement of a claim. Wish I knew in 1987 what I know now. Not a good company to do business with. Avoid like a dose of the clap!