Phoenix Life Reviews 

Confused not clear what happens next after 2 phone calls no further on

She answered my question quickly, but I have still not received any written confirmation

Friendly and supportive

First of all, I was passed over to three departments and I agreed to be contacted within 72 hours, on the morning of the 3rd day I still hadn’t received a response so I called back. Eventually got through to a person only to be told that the form that I been asked to get by my financial advisor had already been sent in April and was shut down quickly by the person I was talking to.
I then contacted my financial adviser, told him that the form had been already been sent to him.
This was not the case and I feel that I was not given the respect or professionalism that I was expecting from your company, at one point during the call the your advisor insulted me and my wife saying we were contradicting each other.
My financial advisor contacted me again a few days ago and said that the form had been requested and I should receive it shortly.
So I feel that I have been let down by the your company and was not given the respect I deserve.

Dealt with my query promptly.

Very hard to get through to the right department, took months just to change my address

Everyone I spoke to was so kind,polite, helpful and understanding which in the world we live in now is sadly very rare...so thank you

Staff member was very helpful and polite

Very helpful

My experience was very great, they were very helpful and polite things were explained well, and I was given a lot of options to choose from.

A helpful real human was at the end of the phone who sent out the requested paperwork as asked- thank you.

The gentleman explained exactly wot iv got to do

Contacted me about a policy I didmt know that I had. Albeit only a small one but still very helpful staff amd thankyou for contacting me and tracing me

Dealing with Phoenix life overall is a joke. They seem to not want to help people get access to their own money and make it very difficult. Been trying to get access to the Money for several months now and it has been delay after delay sending out the pack then trying to deal with the customer care team to withdraw the funds. No one can actually speak to them and when they are sent messages by the call team to get in touch with people such as me they don't bother doing that either. I have raised a complaint and I will be taking it to the ombudsman because I feel the treatment of customers is disgusting. I would not recommend Phoenix life to anybody. Even the financial advisors I have spoken to say what a nightmare they are to deal with.

I am still waiting for a call back relating to my pension request

Overly complicated processes and undelivered promises

Unfortunately I feel I’m being forced to move my pension, due to being unable to view it instantly, either online or via an app. In 2026 I think this should be a basic feature.

Easy communication
Explained what i wanted and needed to do
Updated records with ease

I first contacted Phoenix life by post on the 5th Aug and have spoken to two different customer service officers since. Nobody has yet started the process of supporting my enquiry. I am very disappointed at the level of service and at this point in time I'm not sure it deserves 1 star.
Tomorrow I will be making an official complaint and hope that I will then get some attention.

I am currently waiting for my policy to be sent to me - I had a little trouble a couple of years ago when - you - contacted me saying I had a policy which I was unaware of ! Back to 1993 - but wouldn’t accept my name - date of birth - national insurance number - as a security pass - but recently I tried again & you accepted it - 🤷‍♀️ Kayley was very professional & understanding