Pru UK Omdömen 

I have been trying to claim my mothers small life insurance policy following her death almost three months ago without success, I have provided all required documents, in some cases having to do that twice. After phone calls I am left confused as to what is still required. I am a seventy year old living on a pension and had to pay for her funeral with a card. I am at a loss as to how to proceed next. I am currently waiting for the phone to be answered, thirty minutes so far.

No actual real responses other "responses take up to 8 days". No acknowledgement of documents submitted. Very generic messaging. Real concerns it's a fully automated system. Only consistantly response is "process takes 4-6 weeks(first stated 14 weeks ago). Querying anything receives no response relevant to the issue.

Everything on time

Still no response from this unreliable and untrustworthy organisation!

Three days since I informed them they they had shared the incorrect pension details to my new lender and there has been ZERO contact from them! Not even an update as to what they are doing!

Once this mess is completed, my larger pension will also be moved away!

My suggestion to new customers would be to look elsewhere such as Legal and General.

My father had a small life policy with the Pru. When he died I sorted my mother’s finances out as she’s elderly. The policy was for help with his funeral etc. Both my mother and myself have heard nothing from the Pru not even an acknowledgment they have all the details I gave them so the policy can be paid to my mother. 3 weeks after my Dads funeral and 6 weeks after I notified them of his death their call centre still has NO details of who it’s progressing or even if they have written to anyone. They just stonewall and say we can’t tell you. When asked to speak to someone senior they say no…when asked to speak to the dept dealing they tell me they’re not on the phone??? In the 2020’s no phone no internet??? When asked to speak to complaints dept…..they’re not on the phone either.
I’ve sorted financial stuff with 2 banks, 4 building societies and numerous companies and utilities all sorted and finalised. The Pru a plan specifically for help with death….cant even sort out a simple very small death policy that my father took out expecting it would help my mother on his death.
Well done Pru you are not fit for purpose and I’d strongly suggest anyone reading this that wants to leave something for a loved,one to help with finances when they die avoid the Pru at all costs.

Yes …. send a reply to this review saying contact us we’ll sort it out. Contact the same customer services team the same team providing the poor service, so what point will there be in emailing them as I’ve spoken to them 4 times over several weeks and still nothing. Perhaps get a phone line in to your complaints dept or have a manager brave enough to come to the phone when requested.
Avoid this company.

Shocking!!!!
Tried to sort out old pensions from 1990s
Gave them my NI number, all my old addresses, but the person on the end of the phone said I have not passed security and could help me. I also gave them the company I was working for that setup pension. All policy numbers.
I have now spoken to a 3rd party company to sort it out.
If they can miss handle something this easy they are not taking over the rest of my pensions.

Very simple and fast conclusion to the request

Easy to speak with and under stand the person. I needed to stop and have things explained and that was no problem.

This firm contacted me with information about an account I had forgotten.

Since reaching 55 at end of May I decided to take the option of 25% tax free cash to fund a new van . As a sole trader of 25 years experience if I treated my customers the way I have been treated I would be out of work. 3 hours of phone calls, emails, brochures, all telling me the same thing I was told over the phone. It’s the end of June and I still have not received a penny. Phone call this morning expecting to be told transfer would be taking place immediately. No, another 2 to 3 weeks! Meanwhile I have spent £1000 on van hire alone . If i wasnt going to face emergency tax on my remaining money i would take the rest out put somewhere else. Stalling for time comes to mind. It’s my money. Awful.

I got more than I thought I would

A positive experience

Easy to understand and great help from the advisor

Very helpful, it just took a long time on the phone getting through & holding on, else it would have been 5stars.

Quick efficient and professional

So M&G Pru recognise they failed me again and for the second time agreed the performance is so poor that they need to pay me compensation.

However, as stated before I dont want compensation, I want service. Specifically, I want you to manage my transfer away from you properly. I want to leave you as you are the worst company I ever dealt with.

So what's the problem now? Well my new provider established communications regarding the transfer. M&G Pru Claim Dept need a form signing and returning. Great! I do that.

However, the awful offshore team, dont acknowledge this and request a different form, they have no knowledge of the first request. And yet my new provider handling the transfer had already confirmed through the correct channel it was supposed to be the form the claims dept requested (we asked them twice to avoid precisely this issue). And yet here we are clueless requests being fired off. I have advised M&G Pru offshore team if they want something specific they should make the request via the new provider through established transfer communications channel. Simon and M&G Pru Socials team, I raise another formal complaint. Get your teams to first talk to each other and then to channel requests back via the new provider's transfer team as is good industry practice. Its crazy I even have to request this of you. Confirm in your reply here that you will do that or its just hot air!

I like that I could speak to someone about what I wanted to do

Very easy to get my money and thank you

I wanted to cash in an insurance policy , this was relatively straight forward with guidance from the staff at the Pru