Phoenix Life Avis 

Customer service was good but unfortunately had to phone to get a statement sent out.

For a pension company I was dealt with very quickly which I was pleased about.

i was told i'd be sent agreements by email. i've not recieved anything. poor communication generally.

Phoenix has been contacting me for over 2 years regarding a life policy belonging to my long deceased mother which they are holding and not aware of! I sent them all documents requested as proof of mum's passing which they confirmed receiving,copying and returned. Apparently 2 weeks ago they still claim not to have received any proof? Lastly I called customer service last week once again and was refused assistance to resolve this ongoing issue as I failed security clearance using the same reference number they issued at first contact!!! Lost total faith with Phoenix now.

Disappointed to not yet receive the relevant forms for making a claim, and that these cannot be emailed and completed digitally. Would this still be the case if I was signing up for a new policy?

Hi i didnt get what I requested at all. No post since 2025 jan.

Polite staff trying to be helpful after a long wait time to get through. However, unable to answer key questions concerning Terminal Bonuses and transfer process.

Very professional

Not so much as wrong but slow process. Ten days for a postal form is unacceptable in this day and age.

I had contacted Phoenix life on three different occasions to potentially to increase my premium.
Before I did so I asked for a forecast if I added the additional payments each month, until my retirement date of 65/67…
Had been promised on every occasion that they would send me an email with the information that I required
The last two occasions I was told it would be escalated and dealt with.
Two weeks later, still nothing, bear in mind my initial phone call would be roughly 8 weeks ago.
After roughly 40 years of paying into the pension, you would expect better service than that.

Over the past few months I have received various correspondence giving incorrect information. It has resulted in a number of telephone calls to rectify matters. Despite this the response again gives incorrect information I am now waiting the outcome of my last approach a week ago.

Failure to send requested documentation as discussed.

On two separate occasions I was promised over the phone that documents would be sent to me by email but they never were.

No statements for years.
Do not respond to emails, have to be constantly chased for information by phone. Always promise a response in 10 days but then never actually action anything.
People are friendly on the phone but nothing gets done.
Still waiting.....

Staff customer communication

Have no problems they are very helpful when I needed to change this on the phone and letting me know about any changes too

Friendly & very helpful with everything that was asked

You promised to call me back to discuss drawing down my pension . I was told it will take 5 days to call me as you are very busy, that was 10 days ago , I am still waiting. I have found the whole process really difficult and continuously being transferred because you appear too big to care.