Phoenix LifeAnmeldelser 

Staff were very easy to talk to and explained anything I asked again so I had full understanding of it

Forms that should have been sent weren't. Trying to surrender our policy and the company come up with delaying tactics so that the surrender value declines while we try to sort them out. The problem was with registering the trust, which we new nothing about and should have happened when we took out the policy in 1990. There was NO help on the companies side helping us to do this. A very complicated and stress full procedure. Written communication from them very hit and miss and often with the wrong family members named.

i waited over a week for your corrispondance but did not receive any at all ' i then contacted you and was sent the the forms via email the message was so corrupted i could not open it

Second time of requesting a P60 which I was told would arrive at the end of May.
Still not received

The enquiry I made was dealt with quickly and promptly.

I think you should speak to the last person i spoke to. It's very interesting.

Easy to talk to

Terrible service I have a private pension and waiting for it to be transferred to standard I have been waiting : months calling every week like going in a merry go round

Clear helpful advice from your customer service operative.

Person I spoke to was very helpful sorting out my pension explain clearly so I can understand

Spoke to someone to change my address from uk to Australia.
Person could not speak English and totally got the address wrong.
Because of this I am moving my pension

I started the process in February 2026 to trace my UK pension and completed all the required paperwork to withdraw it as a lump sum. Months later, I am still waiting for the payment.

The biggest frustration has been the lack of communication. As a customer living overseas, it is incredibly difficult to get updates. Often having to wait months for information to be sent by post and then the same information is sent multiple times. I've made numerous international phone calls and sent multiple emails, yet there is no effective email communication or proactive updates on the progress of my application.

The process has been unnecessarily slow, stressful, and expensive. A simple system of regular email updates or an online tracking portal would make a huge difference for customers living abroad.

The lack of communication throughout the process has been extremely disappointing. I still don't know if my documentation has been received despite a follow up phone call.

Regular contact.

There is no point in telling you about the problems I've endured with your company, because it wouldn't make any difference to the way your companies customer care operates.

I had cause to contact Phoenix to confirm my change of address.
I waited far too long for my call to be answered. However when I finally got through I spoke with the best call handler I've ever come across. She was knowledgeable, polite and witty.
She was a credit to Phoenix!

Brother passed away February 6.2.26 sent what you asked copy of the death certificate give the two policy numbers and a letter from myself had to do this twice then was told to fill in 27 page document i had to pay the undertakers out of my own pocket. I eventually received the money on the 29.6.26 I'm sorry it's such a low mark but it was so frustrating trying to deal with you I myself have a policy with you I hope my family don't have to go through what I have when i pop my clogs

No reply by email or phone .