My father recently passed away and so as his NOK I had to contact Reassure to advise them of his death as he had a pension with them. I am a month on now and still waiting for the closure paperwork, they haven’t sent the P45 to the HMRC either. I have written to them, called them (always having been on hold for hours) and still nothing just every time being told it’s all in progress and I will hear soon. I even called today and the telephone system is not even working. So all in all a very poor service from some who is dealing with a difficult situation after losing my father. I certainly wouldn’t touch them with a barge pole. Please don’t give them your business.

Do not ring them. Telephone conversations are ignored. Do not email them, emails are ignored. Send only letters, get a certificate of posting. Keep a detailed record of everything you do. Give them enough rope, then go to the Ombudsman.

I was transferred from L&G against my wishes. On 10th Septemebr I asked Reassure for an options pack - they sent the wrong one. Asked for another, no response. Employed a financial adviser to help - even he cannot get information. Am reporting this lot to the FCA. It is now 11th December and I cannot get even basic information. USELESS. USELESS. USELESS

I have just received my pension statement today, It has lost the value of some 25% percent due to Covid etc The loss of £ 23999.76 and charged £900 pounds for the Privilege ? Barclays you should be ashamed of yourselves, its an absolute utter disgrace, If you are considering a pension scheme, don't bother as these People have your cash and basically get paid for there failure.

Payment of my policy was handled very professionally and in a timely manner, Their staff via the phone where great to deal with,and where very helpful With answering any questions I had. Very much appreciated their good service.

Awful, we've been waiting months to transfer out our pension with them. Terrible customer service and that's when you can actually get through to speak to someone!!!

Fund performance is terrible and there's little help to be had except from Call Centre Staff who know zilch. Takes TWO WEEKS to receive a Fund Switch Form. Imagine that!! They listed incorrect funds that I was invested in on the Switch Form. They don't send Annual Statements; have to call and ask for one. Then it arrives marked as a COPY, as if they've sent one. Nothing good about this company at all. Charges more than most other Pension Providers too. Looking to Switch companies right now. Had enough of these amateurs. One minute I was with Barclays a household name, next with ReAssure. ReAssure WHO?

If you are checking for reviews on ReAssure it’s probably because you are finding their service is not quite what you would hope for. Well sorry to confirm but yes; their service is rubbish, their information is misleading, specialist staff are never available and good luck with waiting for that promised call back. I’m embarrassed to say that I once worked for one of the companies for which ReAssure now administers their old pension policies, I’m sorry!

My husband and I took out a life assurance policy 24 years ago. During this time we have paid between 20-75 pounds each month for a payout upon death of 45K. Today we received our policy review and to maintain this amount of cover they advised increasing the monthly payment to 185 pounds a month! We are cashing it in for less than we've paid in (2.5K) and putting it in an ISA. Avoid like the plague.

I had three policies that were originally with Barclays Life before ReAssure took them over. As I was recently coming up to my 55th Birthday contact was made one month prior to start the encashment process, despite countless emails, telephone calls the only result from this appalling organisation is a plethora of stories and delay tactics. Here we are now one month after my 55th birthday and still no release of funds that are legally mine, how is it this deceitful company can somehow not release money which belongs to other people. Save yourself a great deal of pain and stay right away from them.

They take one month to respond to an email and then another month to act. This is no way to run an insurance company. I'm stuck with them although I originally purchased my insurance with Zurich, a large respectable company, but they sold it on. I wonder if they will ever respond if I have to claim. Avoid

On the 14th June 18, I wrote asking for the forms for the encashment of a pension, as I wanted to obtain the forms to release my SERPS pension, it was sent 1st Class. I didn’t have any acknowledgement from ReAssure, the forms did not metallise and there was no acknowledgement from you for the request. On the 10th July 18: I rang to ask for the forms and confirm you have the right address, they stated they did not have the right address. I asked for the forms and I was told that it was too early to request them for my 55th birthday, I was to ring no earlier than two weeks before my birthday and this is in contradiction to what I had been told and advised to do. I asked for a statement, which to date I have never received. 30 July 18, I called as instructed previously to ask for the forms to start the process, I was informed that there was a two week backlog, I explained that I would like to receive the sum on my 55th birthday. The woman said it “should be okay” and emailed me the form, I returned it by recorded delivery which was received on the 31st July 18, having learnt my lesson that mail is ignored unless it is recorded or special delivery. 9th August 18, a phone call to send and prove details of a my bank account in my name, once I found the section it stated that I could send a blank cheque with “cancelled” on it, I also included my Joint Personal Account (JPA) details which details my full name, address, NI Number and bank account details. This was put in a special delivery envelope and they received it at 0731am on the 10 Aug 18. 13th August 18, I called to check on progress, I was informed that it would take a further 7 working days from the 10th August and plus 3 to 5 days before I will receive payment at my bank as they (my bank) would slow down the payment. I was told that everything was in place and ready to be paid. I queried why it would take a further 7 days to process my claim, only to be told that they will have to start the whole process, all over again from the 10th August as that was when the last correspondence was last received. I could not get a satisfactory explanation why payment will take 3 – 5 days except it would be my banks fault! ReAssure have signed up to use the rapid transfer system. This should have drastically cut transfer times on private personal pensions since it was launched in 2009, but clearly you are not operating that in my case. Unhappy regarding the conversation I had with the customer service person I logged a complaint on their web site which stated the following on the 13th August 18: “How long will it take? We’ll try to put things right straight away. If this isn’t possible we’ll write to you within five working days to let you know your complaint is being dealt with. We’ll send a further letter if your case is still ongoing after four weeks.” 14th August 18, (exactly 3 weeks after your received the original encashment form) I was left a voicemail message that I had not signed a form, which the customer services had not sent with the previous pack and would send it out by first class post. I was to sign it and return it to ReAssure, no detail of what the form is for or its relevance. If the conversation I had on the 13th August 18 is correct, once they receive the unknown form I will have to wait 7 days again! 15th August 18, I received a letter with an enclosed form, confusingly its states: Thank you for returning the encashment forms. Unfortunately, we would also require the enclosed form to be signed and returned to us in order to commence with the encashment process. Why was this document not sent out with the original pack on the 30th July 18? If not only to delay the process. Why does the letter state that only on receipt of this form will the encashment process begin? What have they been doing with the other information prior to the 14th August and received on the 31 July 18? The return envelope is a franked 2nd class postmark. Clearly yet another slow response to make further time delays, especially when it is their deliberate ploy to give them more time to retain my money. Reading the declaration form, I realised that I had seen the declaration wording before and I had, the second and third page of their pack had exactly the same wording and signature box!!! which I signed on the 31st July. the only difference is two boxes at the top. 16th August 18, they received my signed encashment form at 0731am. They are basically are the Closed-book provider Windsor Life (who also bought out Gan Life, who could be the worst life insurance company of the past decades) which has been rebranded as ReAssure. In June 2009, research from the Annuity Clearing House revealed Windsor Life was the worst offender when it came to pension transfer delays, taking around 10 weeks to transfer pension money. Windsor Life has a seat at ReAssure board who has countless complaints against them which has been upheld by the FSA and FO. Ranked one of the worse ‘Zombie’ firms apart from ReAssure that is who also has complaints upheld, as they mirror each other in many ways, poor administration, has consistently failed clients on annuity transfers, has been slow in responding to information requests, and of course non sensible long delays in paying their clients. It takes only two hours to complete the required information not 7 days! I have looked at other reviews regarding their handling of other people’s withdraws of lump sums and you are following the same format with every customer in the same situation as myself. I am also concerned that they have not provided a summary or statement of what I have in my pension pot or will receive as asked for, I have also noted that they have deducted unreasonable charges from other people’s settlements and delays encountered has continued for 10 weeks to 4 months in most cases. I have lodged complaints with ReAssure who won't acknowledge I have and with the Pension, Financial Ombudsman and the Financial Conduct Authority.

Reached 55 in July,I decided that I wanted to cash in my serps pension of £29000, they sent me out the forms and I was told 10 working days untill i got my money, sent the forms back and rang them a few days later to be told they had received the forms and it would take 15 working days,plus 2 days for the bank to clear payment, I waited untill 13 working days and rang for an update,only to be told that there was a form missing, they sent email of form ,I filled it out and sent it back special delivery,and they claim they didn t receive it,getting nowhere.

Reassure can not be trusted to sort out even the simplest of tasks. As for my personal experience they totally messed up my tax free sum date and my first pension payment has been delayed thanks to these bufoons. Get your money out of this mickey mouse company and pass your hard earned savings on to a firm that actually knows what they are doing. I hope they go out of business they are RUBBISH.

FIve phone calls since march23rd rudest customer service ever they have held up my pension payout through Pure spite, lucky I recorded phones calls they will be dealt with.

I was widowed 7weeks ago, And despite my late husband surviving for sixteen days in March i had to refund the whole of the March payment to Reassure and since then I am still waiting for my Pension to be paid. The annuity was a transfer originally from the New Towns Pension Fund. I have made telephone calls and sent a complaint on line and so far no satisfactory explanation. I am 88 years of age, I have Direct Debits going out of my account so I am likely to go into the red and incur Bank Charges. After 69years of marriage I am finding it difficult, and this worry about finance is adding to my problems. I don’t think that the Trustees of the New Towns Pension Fund would have envisaged a situation such as this. I particularly didn’t like the responses from the Customer Service they were not able to offer me any answers to the questions I posed.

Had pension moved here by HSBC bank years ago. Ever since I have gone into their hands they muck everything up. Cant find stuff. Lose other things. No accountabiltiy, they almost seem to find it funny.I am still too young to do anyhting like cash in my pension but I am already worried about coming to claim this with these guys. beware beware beware.