ReAssureAnmeldelser 

Helpful, courteous & knowledgable

Advisor i got today,can't recall his name,was first class,explained everything very clearly,he's an ex teacher,hope I get him every time

Very clear details

Rollo was a lovely man to speak to and answered all my questions for me. Back in the envelope, no need for me to open it again. Thanks Mr Sheridan. Pleasure talking to you x

The gentleman who dealt with my requests was professional and helpful.

Excellent service as usual.

Every year ReAssure sent me a pension statement which contained a guaranteed minimum pension and I made retirement plans around that figure. When it came to retirement, at first ReAssure reneged on it, offering substantially less but then correcting themselves and offering slightly more - which I accepted and got confirmed in writing TWICE from ReAssure. Today ReAssure reneged again and reverted to a substantially lower pension than guaranteed. ReAssure have created a rod for their own back due to buying vast numbers of legacy pensions from other providers and then not being able to manage these properly and relying on a bunch of unqualified, poorly trained number crunchers to work out annuities manually without looking through each policy to make sure the terms and conditions are upheld. Hopeless management and a cavalier approach which is causing me a lot of grief and I doubt I'm alone here. I guess this review will provoke the standard 'we're looking to this for you' response but from experience it means nothing. You have to complain and be prepared to take it to the Pension Ombudsman which I've done.

UPDATE 02.07.26 A lady named Miranda from ReAssure phoned this morning to apologise for the errors and confirmed the annuity has been amended to the original higher guaranteed pension that I'd accepted. She stated she's taking ownership of this to make sure it gets processed promptly and accurately and is working with the complaints team so that it achieves full resolution quickly. I'm somewhat taken aback by this positive approach given the consistent problems ReAssure has caused, so let's see if words do in fact turn into action! Will keep this review updated.

I was dealt with in a polite and professional manner and things were explained in an easy to understand way

She supplied the confirmation that was required.

Vin was very helpful and quickly dealt with my enquiry.

Very straight forward experience

Sharia listened to my request and was able to respond to a query I had and advised that my document would be with me in 3/5 working days which was perfect for me.

Great customer service

Not a long wait provided everything I needed

he was easy to talk to understood my problem and was quick to sort it out

I have been waiting for 2 payments from ReAssure, part of Phoenix Group.
I have had a policy that came with a mortgage I had with them since 1983 (?). When I reached 60 they started to pay me £126.02 every March. Early last year they wrote to me to say that they couldn't use my bank any more, so I needed a different bank which I organised. We are now past payment time in March 2025. I have been in contact with them for ages. It is now nearly July 2026 and I have lost count of the number of promises to pay in 10 or 15 working days. I have just rung them again and for some reason, best known to them, they have sent my file to another department with no known payment date. All this because I changed my bank, at their request! To say I am pretty fed up is an understatement. I would think several times before using this company. Read all the other reviews.

Received prompt professional advice from the staff member. They had a nice phone call manner, being polite and easy to talk to.