ReAssureAnmeldelser 

Informative and patient

Because the pension I have with ReAssure is so small, I decided to withdraw the full amount. Once all of the formalities were complete I was told payment woukd be made within 10 days. 10 days later I called to request a status, to be informed that nothing had been progressed since the last time we spoke. I have called at weekly intervals since, and I still haven't received my pension payment....it's now a month.

The staff are very pleasant and try to assist, but the overall service is a joke!

Rollo your customer service assistant was very friendly and helpful.

Rollo was very helpful, and had a sense of humour. I have every confidence that he will ensure Reassure send me a reply to my letter, which they've failed to do for five months, despite a follow up chasing letter

OK. I took out the policy many years ago with the expectation of something like 30,000 GBP payable on death. The value decreased, decreased again and again. I have been trying to withdraw a surrender value of around 3000 GBP for months. Still nothing...more and more info requests. I have to 'prove' my bank account now, the same one they have been taking money out of for the last 20 years. The people on the phones are very nice but the company itself? I don't want to swear but it's hard not to.

(Sandra Mahon) Phoned last Friday to withdraw money from my pension. Was told someone will call within 72 hours. Chris called but as I didn’t have my policy number he couldn’t proceed and said he’d call back at 1pm. I kept the phone beside me and when he called I hung up by accident when taking my phone out my pocket. Adjustments are supposed to be in place and on my file but Chris obviously didn’t read them. I called straight back but was told Chris wasn’t available and I’d be put back in the 72 hour queue again. Chris sent me a Email to do it online but I do not use this service! The reasons why are on my file! Plus his link did not work! Nearly a week from my first phone call I’m still waiting. This is my 4 th withdrawal, 2 have been awful and both complaints upheld and compensation paid. One was ok and this time it’s looking like a disaster again. Keeping my phone beside me and asking everyone not to call me for 72 hours is not practical because if you miss that all important call you’re back in the 72 hour queue. Sick of Reassure.

Jenna was polite, courteous, knowledegable and patient. I got the information i needed without delay.

I ask for a policy surrender several months ago and after giving details i have struggled to get anywhere. I found that one sales team member would say different to another. I have now been told after questioning the way the team handles things that i will receive my monies.

Very friendly and helpful

Your iT interface is very clunky. It was hard to get signed in, it asked questions I didn't hope to have the answer to. One asked me who originally did I buy the product from? 40+ years on and only business trading names to pick from.

No National Mutual the "high street" name I would of recognised and on all my old correspondence. Resulted in me being locked out.

It was also very hard to get past phone security as for some reason the amount I pay in every month was not connected to the policy, 🤷‍♂️🤷‍♂️🤷‍♂️ As my pension policy was split many years ago, one part being the government opt out option. The operator had no record of any payments going into that part of the policy I explained they had split but are originally the same policy.....after some research he found the payments. Which cleared security, letting me in & showing all my policy's attached to the account.
This took well over a hour and wasted my time and your company's time, all down to a question that 1. Few would remember 2. Didn't have a clear and recognised answer.

I also have policy with Quilter, I suggest you look at how they do things.

Customer service great on the phone but didn't manage to email a promised document, they Did get the trust pilot link over

Professional service by Jamie

I spoke with Tyler regarding an existing policy, and he was incredibly helpful!

Amazing service!
I needed a CETV for my private pension and my call handler Nathan sent it within 5 minutes.
Well done ReAssure very impressed.
Thank you Nathan.

Really helpful and easily contacted. No long waiting times.

The gentleman that handled my enquiry was professional, very helpful and gave me all the information i requested.

I got through very quickly (usually I have to do a call-back) and Aman was able to address my query fairly quickly and thoroughly

The agent was very polite and extremely helpful and clearly answered all of my concerns regarding my pension in a professional manner.

Call was answered quickly
Lady I spoke to was very polite, knowledgeable and helpful