ReAssureAnmeldelser 

Excellent ,
Policy increase .
Zoe explained my options very satisfactory .

I was treated with respect and empathy. A very professional service with a human touch.

I had a list of problems with documentation from your back room admin team and they were listed accurately and it was agreed that they would be reported on to the right department.
So the service from the individual who answered the phone call was good and deserved the 5 stars, but the service from your admin team so far has not been good. I look forward to the response.

I made a call, had a range of questions relating to my pension pot. My call was answered very quickly. The call handler, Jenna, was very helpful. I informed her of how dyslexia impacts how I managed incoming information. Jenna patiently provided the most pertinent information needed today. Jenna also arranged an appointment with Pension Wise and emailed me information to follow up.
She did all of this with kindness, clarity, and reassurance.
I asked if I could leave feedback as I was very satisfied with the service I received today.

Update since my original review on 22 May 2026:

Unfortunately, the situation has only become more frustrating. Our original withdrawal request was submitted on 7 May. After chasing for an update, we were informed that our bank details could not be read from the documents provided. Despite being told that someone would contact us if there were any issues, nobody did. We only became aware of the problem because we proactively followed up ourselves.

What makes this even more confusing is that we have successfully made withdrawals from this investment on two previous occasions without any issues. The bank account details have not changed, and those withdrawals were processed smoothly, making the repeated requests for information and the ongoing delays difficult to understand.

On 20 May, we promptly re-sent the requested bank statement and were told the matter would be escalated. This escalation took a further five working days. Two days after the escalation period had passed, I contacted ReAssure again and was advised that the matter had been escalated. I subsequently discovered that this was not the case, meaning I had been given inaccurate information and had lost further time waiting for action that had not been taken.

I called again on 11 June and was told that I needed to confirm my bank details over the phone. What was particularly concerning was that neither of the employees I spoke with could explain why this information was required again when the documentation had already been resubmitted and reviewed. The request felt like yet another delay in a process that has already been unnecessarily prolonged.

I was then informed that the matter would once again be escalated by a team leader. However, despite repeated assurances, we have still received no confirmation, no meaningful update, and no clear explanation of what is causing these delays.

We are now more than a month on from our original request, and what should have been a straightforward withdrawal process has become an incredibly stressful experience. Every time I contact ReAssure, I receive a different answer from a different member of staff, with no ownership of the case and no sense of urgency.

You should not have to call a company every single day to ensure your request is being progressed. The lack of communication, accountability, and customer care throughout this process has been extremely disappointing and has significantly damaged my confidence in ReAssure. Had we not continually chased for updates ourselves, it appears that our request could have remained unresolved indefinitely.

He was polite knowledgeable and professional

Polite and dealt with my query effectively. Thank you

My call was to enquire about Surrendering our Policy and Rollo was extremely helpful in enabling us to do that.

Although I called in relation to an issue which Gareth had no experience of, his help, care and support was fantastic. Gareth went out of his way to investigate all my concerns, and fed back his findings in a courteous, good humoured and professional manner.

A nice, kind lady helped me with my problem and resolved all the issues that I had most efficiently.

The actual call today was fine, but it’s one of a long series of hugely frustrating calls. I have never dealt with a company which is more difficult to navigate than ReAssure. They seem totally disorganised and disconnected. They provide inaccurate information over the phone, miss their own SLAs (which are ludicrously long already). I have raised a formal complaint.

Very efficient and helpful, thankyou

Didn’t get the information that I needed to make a decision. The web site which is meant to cut out me having to call your help
Line didn’t help and after two messages from reassure telling me I had to call to get the information. I have contacted another two of my pension companies and both were able to give me an answer through email. And much quicker than reassure. What a chore this has been and I still don’t have a definitive answer.

Very polite so easy to deal with great customer service

Very informative, polite gentleman. Explained everything perfectly. Thank you so much.

Remarkably helpful and kind. Superb assistance.

The encrypted message sent was impossible to download. I rang the customer service number and asked for help from a human being, which was forthcoming and very useful. The encryption was a waste of my time.

I have been trying since February 2026 to move my pension from ReAssure to another provider. I firstly asked if ReAssure could amalgamate my pensions, and they said that they could not provide this service.

It was suggested by ReAssure that I fill in forms to aid the transfer. I filled out the paperwork in April 2026 and sent it to my new provider, who completed the forms and sent it on to Reassure. I was emailed in May 2026 to say the form was not dated. I was sent some new forms, and I signed and dated them. Both of these forms were sent by email, so I had to go to the library to print off the forms and pay for the postage.

I did not hear back from ReAssure until the end of May with another email saying I could not proceed until I completed another form asking why I wanted to change providers. I rang and spoke to a man, but he was not helpful because he said I had to complete those forms, or I would not be able to move forward with the process. Reluctantly, I completed the forms and posted the second lot of forms.
I also made a complaint. I was told that my complaint would take up to ten working days to be addressed. My complaint was acknowledged three days later. The email said they could not give me a timescale for addressing the complaint, so I waited until June 2026.

I then complained on the portal. The message sent said, " Sorry, you haven't heard back. We will pass it on to the complaints team.
I am flabbergasted that in 2026, with all the technology we have at our fingertips and how fast you can get to the moon, I have not been able to transfer MY money to another provider in five months.
I would really like to resolve this matter and this is my last resort posting this review.

After writing this review on the 11th June 2026.
Today 15th June 2026, MY money has been sent to the provider I wanted. It was unfortunate that it had to get to this, but I feel it helped.
After reading other 1 star reviews. Reassure you must learn from the feedback and do better.

Very clear and efficient service. Clear spoke and always helpful.