Phoenix Life Reviews 

4 weeks since I made a valuation enquiry. Still waiting. Its my money you're holding.

Each time i have phoned phoenix life (which is alot lately)the phone has been answered quite quickly and each person i have spoken to have been very helpful, very friendly and very professional. I feel like ive been listened to and have always got the information i have needed.

Call handler ok. Could not transfer me to customer care to withdraw some funds. Said would get a call back within two weeks which I thought was too long. Cannot process my request until I get a call back. All their staff were busy.

Thank you

I began the process of cashing in my life insurance last December 2025. Process was slow as it takes several weeks for any post to arrive from the UK. Moreover, sending any communications back via post, Phoenix has a policy of waiting fifteen days upon receipt of any mail to make any actions.
I began making telephone calls from America to Phoenix trying to speed up the process and every time, I had to deal with a different person. After many calls, I manage to get an Overseas Mandate for payment. The payment did not succeed and after many telephone calls, I managed to get a payment reference number so that my bank could trace why the payment was rejected.
I then started a complaint procedure with Phoenix and manage to correspond via email.
My bank gave me an exact print out instructions how the payment to be made which I sent to the complain department in June 2026. After many email and telephone calls, four months later, I received an email to fill out another overseas mandate!
I filled out the Overseas Mandate with Swift & ABA codes and specify that the form only allow me to specify ONE BANK! I also emailed my bank instructions for them to follow and possible over write their mandate form.

However, from my bank instructions, any overseas payment has to go to
a) Convera UK Ltd Bank in New York
b) Bank of New York Mellow
c) LGECCU which is my bank

The Phoenix Overseas Mandate does NOT allow me to fill in all the details specified by my bank LGECCU.

I received an email from the complaint department that a payment was made on October 26, 2026 and today November 9, 2026 still NO PAYMENT!

It's very obvious that the payment department did NOT follow my bank instructions due to the limitation of the Overseas Mandate Form and it appears that this second attempt at making the payment has FAILED!

How long before they realize that is the issue lies with their procedure?

Tomorrow, I will have to make more telephone calls and emails!

This must be a record for getting a payment from Phoenix Life Insurance for an overseas payment!

it took about 4 to 5 minutes to get past all the recorded messages.
I phoned twice today. The second time I spoke to Harry Stephenson, who was very patient and helpful .
Your website was also very slow to load, even after I'd gone through security (a few times).

Still waiting for my pension to be paid out

The lady that I spoke to was very clear and helpful whilst at the same time being warm and natural

he was very helpful

Got my query resolved. Only complaint is that although you can get through to speak to front-line support it takes 5-10 days response from the admin team for anything important.

Couldn’t understand person on the phone and there was lots of noise which made understanding more difficult

Annual statement on my pension hasn’t arrived on time for last three years. Chase it up to be told message to be sent to admin team. Chase up after 4/5 weeks and still doesn’t arrive. Lodge formal complaint. Same every year. Promise to send manually generated values but sent on wrong pension. I’m 62 and need to keep on top of pension fund to review options so annual information is vital. Really horrendously bad admin and service.

I was promised a statement of payments. I am still waiting.

Responded to my query and information provided

Absolutely diabolical! Ive rang loadd of times from ireland and everyone is so nice and do nothing ive been trying to cash a pension in for 4 months and told them i had health issues! No one calls me back! Always some excuse ffom them!

I called and waiting time was long. Then I requested id like to cash in my investment and I was informed someone will call me within 2 days. Now 1 week passed and yet no call.

I also sent an amount to continue and was told as I missed previous payment im unable to do so hence money will be refunded. No refund as yet!!

You have incredibly helpful and knowledgeable employees and everyone that I have spoken to are a credit to your company, but, your employees have to work to ridiculous timescales.
I started the process to release my pension funds approximately a month ago and I am no nearer to getting a resolution.
I am currently waiting for a customer care call-back, this will be my second as I missed the first call-back I have to wait 7-10 days as they only try to speak to you once, and then you are back on the waiting list again for another 7-10 days.
To say I am stressed out by this is an understatement as I require the funds so that I may progress my father's and step-mother's Wills and Trust to sell their property. So, until I receive those funds I cannot instruct my solicitor. This is dragging out an already upsetting situation for myself and my siblings.
I had hoped to email privately, but as your website is down for maintenance, this was my only option.
I hope to receive contact from the customer care team as soon as possible. Thank you

Made contact by phone. Not too long before my call was answered and quick to establish reason for my call. Then transferred me to the correct department for my query which was handled quickly and in a pleasant manner.

Helpful and kind

Good understanding of the problem (address/country change) and quick resolution.

I sent letter, October 13th., requesting new monthly income and withdrawal requirement. Having had no reply /acknowledgement, I phoned and was told the letter had been received and was being processed. Almost 4 weeks since my request I have still had no reply/acknowledgement of my request.