Aptia Group Reviews 647

A company named APTIA INSURANCE took $790 out of my checking account. I have no relationship with them, have never heard of them and had to close my account and file a scam claim. The Credit Union reimbured me for the money and closed the account. I've had to spend weeks redoing all the autopays and bill pays with several check bouncing in the process....pain in the ass.

I’m going through a very stressful experience with these people!! Baxi changed their provider from buck to mercer /aptia this is when it all went backwards.
I am currently drawing my db pension which took 6 months to achieve, and so then I asked to draw my AVC’s which is a totally separate investment of which I saved for 30 years with documentation for that period.i have emailed and wrote to them providing all the evidence to no avail, also wrote to the trustees and not a thing back . This has gone on for nearly a year , i have given them eight weeks to come up with information then it’s the pensions ombudsman.
All the statements were there from buck and the previous providers for all those years, it’s voluntary contributions for goodness sake so where are they ?

How can such an incompetent company be allowed to continue.
My experience reflects the experience of everyone else here. Trying to sort my pension for over a year, they are impossible, slow inaccurate information. 10 days to respond they say more like 5 weeks! Call the helpline one or two of the staff try and help but no one can give you real answers it has to be referred to the team, ‘...who don’t generally call people...’ but if you get a reply it just raises more questions. Some telephone staff are just unintelligible.
Communicating with Aptia is like conversing with a far off galaxy. Useless.

Date of experience = Since 2024 & ongoing

If I could have given 0 stars I would have ,steer clear of this band of rogue charlatans,we have been waiting since August last year (2025)for a fund value update and have been fobbed off every time we engage with them ,they persistently lye about waiting for information from another pension company,they really are a despicable company , I'm surprised they are allowed to trade anymore.

Absolutely awful to deal with. Relative passed away in December, it’s now 3 months later and we’ve yet to have any information from them. They give you dates in their guides and emails that they simply do not follow. You provide documentation and then get snotty replies if something hasn’t uploaded correctly to their website which in itself, is a nightmare. Calling them is just as bad, rude staff telling you that dates provided aren’t followed and are a guide but we have a review date for over a month after everything was supplied. Would recommend you avoid if you have the ability to.

I was promised a reply to an email that I sent to them 2 weeks ago, I received an automated reply saying that this mailbox was unmonitored and please don't reply, I still haven't received any response from this company, I did however get a letter from HMRC asking me to supply my pension statements, I would if I could but this so called pension company is holding on to them and I can't submit them to HMRC, what a joke of a pension company, absolutely no communication whatsoever.

I have been trying to obtain my pension funds since November 2025. This company is completely inept, paperwork has been lost, messages on the portal ignored, emails ignored. I have raised a complaint and not received feedback, requests for a manger to call have been overlooked. I ring every single day just to receive the news that the admin team have a backlog and are apparently 'working on it' I am out of options with this appalling company and will now seek resolution from the Ombudsman. I will continue to review every negative interaction with this company although judging by the significant negative reviews already I suspect this may be futile

I requested a small tax free lump sum from my pension plan on retirement and was told this wasn't an option however I still had the original guidelines from when I first signed up to the plan ( OKI Pension plan ) which clearly stated I could take a small tax free lump sum from my plan they then changed they're story to admit I could do that and I did it in 2017. I'm now requesting another small tax free lump sum when I reach age 66 on 23/03/20216 and awaiting a response but no doubt I'll go through the same delaying tactics. Its MY pension and don't understand why they're making everything so difficult?

Aptia worked proactively in the background to ensure fair service

Everything, they are absolutely terrible. Will not talk to IFAs on the telephone just like Mercer did. Total shambles.
Do not care about their clients or if they are getting pension income or not.

Absolutely diabolical company. Have waited for a pension statement Months.Phoned approximately 5 times.and fobbed off each time .keep being told they are waiting on outside party. Raised a formal complaint now and going to ombudsman and media .They are holding onto my money.

Help, been chasing my lump sum and now my pension for months and months, been promised twice it would be in the bank the next week but never arrived, phoning every week and getting no where with this, husband gave up work after cancer surgery so has no money coming in and started this process with form filling etc last July and its now going into March 2026 and still getting fobbed off with "its in the process" how is this legal? Now its ombusman and Martin Lewis because this is absolutely shocking, no service at all just more and more stress. Where is Sue Doughty, head of pensions administrator and why is she not getting a grip of these complains?

Very rarely can one gain access to their website, spools up then asks if you've forgotten your details !
I have also had a few emails completely ignored, if only they could learn to press buttons and reply in simple English !

I have now spent the better part of 2 days trying to log in to aptia one view (Bae) with no success. All you get is Loading and it goes no further.

Where to start? They needed a Grant of Probate to proceed with our claim and repeatedly demanded we sent it, with almost weekly letters, having been told that although we had applied for it we DIDN’T have it yet!

My requests for copies of annual statements have been ignored as has an explanation as to why the amount shown on the ‘estimated benefits payable’ is less than half the amount shown on the last statement.

Today I have received 4 identical letters dated the same date, only to be told my co-executor that she also received the same letter, twice.

They are utterly appalling and perhaps it’s time to call in a newspaper or a current affairs programme to put a bit of pressure on them to do much better?

Information was sent in good time. It was clear and easy to understand. Additional helpful information to deal with queries was also included.

Another month, another bad review from me. Latest attempt to get my money has not been successful. Despite sending all of the required paperwork, all I get is "it has been sent to an Actuary' When I ask why, I get told,'sorry I don't know' You couldn't make this stuff up. The people you speak to do not know anything about your money - they are just admin. You cannot speak to anyone who actually might be able to help you.

Extremely slow and full of errors.

I’m still waiting, after 3 months, for my annuity.

The underpin pension letter - formal notice of settlement - had multiple factual errors: numbers not adding up, etc. in one case an annual amount was expressed as a monthly amount. And it was backdated 8 weeks: ie emailed to me 8 weeks after it was allegedly written.

Shockingly poor.

The gas company no matter which name they have gone under over the last 5 years or so have been marvellous. British gas, mercer, utilia, cadent all have been very useful to me.
From bereavement to pension claims the staff are all understanding and empathic.
Something very rare nowadays.

I wish I could give zero. My husband's IFA requested a quote 11 Dec and a transfer out 20 Feb. We have made approx 7 phone calls trying to get the information. They do not care in the slightest. Husband has retired and needs the money. Apparently it has been expedited! I don't know how long it would take if it hadn't been. Apparently they legally have to deal with it within three months. It is lie after lie. Scared we are not going to get the money.