Reassure Ltd - Poor contact service

Jane8763

Hi - Is anyone else really frustrated with the Reassure Ltd helpline - they simply don't answer I have spent over an hour on 3 different days on hold waiting for someone to pick up, there isn't even a queue service to give reassurance that someone will answer eventually. To add frustration,  the unhelpful voice recording says it is easy to go to Reassure.co.uk and click on contact us - surprise surprise there is no contact us on their website. You have to go through pages of useless information to get to a contact form. I have filled in 3 contact forms and did eventually get a reply to say please ring the helpline!!!

DullGreyGuy

The nested "contact us" on their website takes you to:

https://help.reassure.co.uk/ 

The rest then depends on what you want to do and the history of your policy.

dunstonh

Which reassure company are you trying to contact?   Some of the legacy contracts have better servicing than others.

stevesladewski

I've just come across this forum and am now worried about ReAssure Ltd.
I've attached a copy of my latest email to the Financial Ombudsman with whom I have a current complaint with. anyone else in the same boat? if not yet beware and   me personally would not trust them from my own and on going experience get your money out now!

Dear Sir or Madam

with reference to the above complaint number please see below additional information to add to my complaint.

I received a phone call from Mr (Removed by Forum Team) of ReAssure Ltd on 27/7/233 @ 10:40 who reminded me that he requires security questions to be answered and that the phone call is recorded.

 He asked me if i have received payment from my encashment of my Legal & General private Pension Policy .. I replied NO.

His response sounded as though he was surprised it had not been.

I reminded him that NO ONE IN REASSURE LTD had replied to my question on Bank Transfers ( my question was what platform do ReAssure use to transfer international funds ... S.W.I.F.T or S.E.P.A as my bank/current account will only accept fund in S.E.P.A format.

He said he would need to contact the financial Dept.

I reminded Mr (Removed by Forum Team) that my initial request for the encashment was made in November 2022 and that all the relevant paperwork had been received/confirmed by ReAssure in December2022.

A system Letter (which I was not aware of at the time and never received a hard copy by post) generated by Ms (Removed by Forum Team) in January 2023 stated that my request would be addressed in 5-10 working days! 

Mr (Removed by Forum Team) then stated that ReAssure had made the initial £Sterling payment attempt in May2023 I replied that I informed ReAssure that my bank could only accept payment In €Euro's.

in my own opinion Mr (Removed by Forum Team) seemed very Unsure why this scenario is still on going and thought that the payment had been finalized.

I told Mr (Removed by Forum Team) that ReAssure Ltd have a total lack of respect for customers it's a total shambles. I am seeking legal advice on this matter the length of time and mental stress and fatigue it has caused me.

Then I said excuse that language but I am totaly !!!!!! off with ReAssure Ltd the amount of people who have their fingers in this scenario and that no one has bothered to answer my question! I remined Mr (Removed by Forum Team) that this is now the end of July and that the initial request was made in November 2022. It is now coming into its 10th month WHY? He said he could not answer as he did not know why! Mr (Removed by Forum Team) said that he would call me back either later today or the same time tomorrow... he called back on 29th July 2023 @ 09:55.

Mr (Removed by Forum Team) stated that ReAssure Ltd had made a total of 3 payment attempts of which I reminded him that via Reassures message system I has already informed ReAssure Ltd how my bank can accept payment and that no one in Reassure had bothered to check this and respond back to myself. Mr (Removed by Forum Team) said he was waiting on a response from the financial department on how they usually make International payments.

In conclusion Mr (Removed by Forum Team) said he would call me back next week (i assumed w/c 1/8/2023) with an update from the financial department and what would be deemed to be a reasonable compensation figure in light of the time lapsed so far to ensure closure of this scenario. TO DATE I AM STILL WAITING FOR THAT PHONE CALL.

The above only confirms my utter frustration and condemnation of ReAssure Ltd with their total lack of empathy toward customer care and the fact they have MY MONEY NOT THERE'S!! 

Yours sincerely

dunstonh

I received a phone call from Mr XXXXXX of ReAssure Ltd on 27/7/233 @ 10:40

Please remove the name of the individual.  It is unfair to name an employee on a public board.
edit:  there are multiple names in your post - remove those too.

. I am seeking legal advice on this matter the length of time and mental stress and fatigue it has caused me.

You better notify the ombudsman then as you cannot use their service if you do that.   And if you go the legal route afterwards, the courts will take the ombudsman decision into account which could result in a lower outcome than you expect.