ReAssure Reviews 33.072

Jamie was very helpful and explained the procedure for me to understand.

We have been trying to get our lump sum pension from these people since the beginning of February and we have had the wrong form TWICE. The same letter THREE TIMES. Today we’ve received a badly written letter saying we need to send ID. We were told we didn’t need to send ID in previous letters. The letter also said to refer to the enclosed guide - NOT ENCLOSED! The delays make me want to report these people to the governing body. This letter is also mentioning SGB. This is the first time this has been mentioned. NOT GOOD ENOUGH - this is not a large amount and if you have a sizeable pension please do not give these people the opportunity of withholding it from you!

Rollo Sheridan went out of his way to help me with my enquiry. He took the time to look into my situation and I’m very grateful for his help

Jamie was easily understood. He was professional. Hopefully he's carried out what he said he was going to do after the call.

Very personable, helpful, and efficient. Covered all my questions. Excellent.

After persistent issues with getting partial surrenders completed we have had to raise another compliant. Weeks after all documents were supplied our client then received a letter advising that they needed to supply proof of bank- ReAssure already had this. We were stated 10 more working days which then increased to 15 workings days and now it is still not done.
It has been raised to a "specialist" team when supposedly all that needs to happen is the payment to be authorised with no real communication on what has caused the delay or any accountability from ReAssure as to why withdrawals requested in March are still not complete.
We've logged a formal complaint which is being investigated but this does not actually mark the cases as a priority. Our clients have lost faith in the provider and have even said it was "like a bad comedy sketch" on how appalling the service is.
Please just pay these people their money!

We spoke to Aman, who was extremely polite and courteous. He was very helpful and we received our documents promptly as promised.

Jamie was very helpful in a difficult situation,I now understand the problem that we had and the solution was made clear to me thankyou leex

The polite and professionalism of the staff makes it an enjoyable experience. 10/10

The man was very helpful and informative

The agent was very helpful and gave the i formation i needed in a quick and very nice way.

Very helpful,explained everything fully
Very pleasant as well,

What a lovely caring member of your team so helpful
thankyou Micky
Great Customer Service

To echo other reviews in here, the customer service levels at Reassure are extremely poor. I have actually had reasonable experiences with them in the past but over the past few months, the level of service has dramatically declined. It takes weeks for them to respond to simple requests, when they do it is with incorrect information (as I have been told over the phone by one of their agents), they repeatedly ask for the same information to be resubmitted, material sent by post arrives around two weeks after it the date it was apparently issued… I simply cannot understand why it is so hard for them to give me access to my own money, promptly and without unnecessary bureaucracy. It is hard to tell whether the issues stem from system failures, incompetence, or a deliberately obstructive attitude.

I was very impressed when I spoke to Regan yesterday. The phone was answered quickly and all the questions I had were answered well. I now understand more about the policy I hold. I will wait for emails that were discussed.

If I could give you ‘zero’ stars I would but unfortunately it isn’t an option!
I am now in week 12, still waiting for funds from a partial withdrawal from bonds. I have called once, twice, sometimes three times a week since early on in this wretched process. We have had the bonds for 20+ years and have only ever made one partial withdrawal. I would suggest we have been excellent customers to you over the years. How can you justify treating us like this? You are messing with our lives and wellbeing. Why is it so hard to withdraw our hard earned money?
Nobody ever returns my calls despite promises to do so . Re-Assure, please don’t reply to this review by saying ‘we’re sorry, I’ll get customer services to call you’. They never do so please don’t waste my time any more. I’ve left one previous review 2 weeks ago. That’s the response you gave me then. I never received that call. I’ve heard that response countless times, that and ‘the payment will be with you by the end of the week. It’s never happened.
As for this week, on 19.5 I called and spoke to Jacob Briscoe from the payments team. He told me that the payment had actually been processed the previous day but unfortunately there had been a computer glitch and the payment had not gone through. He said he would speak to his manager, Josh Cross, and would get the payment re-sent. I was to wait 24-48 hours for it to process. That time has now been and gone, no payment, no confirmation phone call as promised.
You have no idea how your incompetence affects people’s lives.
Friendly, helpful staff I grant you, but someone behind the scenes needs to get a grip and sort this out.
Awful service and very very disappointed and frustrated with the service I have received.

Like many others I have had a terrible time getting a result and resolution from this diabolical company. I live in the USA and in the past have had documents mailed to me that have taken over 100 days to get here, most of them take at the very least 6 weeks to arrive, that makes it very hard to deal with anything that is time sensitive. Everything everybody has written in these reviews is an experience I have had. Processing delays, lies, poor phone support, never being called back, multiple need to send and re-send documentation, think of anything to delay the proceedings and it has happened. After filing a complaint with the Ombudsman I finally got some of my pension payment and started to get regular monthly amounts paid into my bank, however for some inexplicable reason after writing to me at my current address since 2004 they have now decided to change my regular mailing address and my National Insurance number. My address has not changed in 30 years and my National Insurance Number has not changed since I was born!.
I have complained to them the same day I received my incorrectly addressed P60 along with its incorrect National Insurance Number which took more than six weeks to get here by mail. I have yet to receive any notice of receipt of my email, I hold out no hope whatsoever of receiving a phone call to say they received my email. I have previously experienced the long on hold waits while they look into it only to be told a bunch of garbage and no resolution but false promises-a-plenty. Being put on hold for an hour or more when calling from the USA is no fun only to live in the faint hope they might do something, which they don't so I'm not calling them and I'm not going through the usual crap about needing more documentation. I just need them to put right what they somehow managed to screw up entirely on their own with not one single request on my part to change anything on my account.
Just a little also regarding their incompetence, while I was awaiting my tax free payment to arrive in my US bank they sent me a back payment for money they owed me for the previous 6 months of non payment on their end, to my account in the USA. Then they tell me that they cant deliver the lump sum to my Bank in the USA as it was returned because of an incomplete address for the bank, keep in mind they had already sent a back payment to this very same bank after a protracted 6 month delay. After contacting them they agreed to mail me a check, which to my surprise they did BUT they made it payable in POUNDS STERLING and not US DOLLARS. I then had to submit it to my bank here to see if they would be able to process it, they said they could but I had to fill out forms with the bank here which I did, and then I was told if it couldn't be processed I would still be charged the processing fee and the percentage of the check that is stipulated on the form. At that point because I had some tangible form of money from ReAssure, I decided to go ahead with processing here in the USA. MY bank did eventually process it but I had to pay the process fee, lose money on the exchange rate and the percentage charge which all took approx, 6 weeks before it was credited to my account. After a complaint from me regarding this, ReAssure told me they would send me some compensation as they admitted the screw up was on their end, however they were supposed to send it to me payable in pounds converted to dollars but no, they sent me the amount in dollars like it was a 1 to 1 conversion rate instead of someone using a calculator to work out the amount multiplied by the conversion rate to dollars so I lost money yet again. Because I had finally received something from them I chose to ignore the loss of money on the conversion but here is the kicker, they managed to successfully send it to my correct US bank account that they previously claimed they were not able to deliver my tax free sum to.
I would suggest anyone who thinks of using them for a Pension or Insurance or whatever else they sell or deal in to avoid it at all costs to save yourself the future gray hair and headaches. They are truly an abysmal company to deal with. Avoid at all costs and file the complaint with the Ombudsman but don't expect immediate results, I did file and EVENTUALLY got some kind of resolution but now they have yet again found another way to screw up which is probably going to affect my pension payments in some future, unforeseen manner. Don't hold your breath waiting for a positive result, you might get some help but they will find a way to screw it up for you in the future. Just when you think it is sorted and you are done with them, "THEY'RE BACK"
If I could give them zero or minus stars it would be a minus 100. Good luck with your dealings with them, just don't hold your breath thinking it's going to happen sometime soon.

The process was explained very well, and detailed so that everything was transparent, also extra information answered to help me with any grey areas.