Legal & General Reviews

Name: Legal & General
Rating: 1.67

1.7 Rating 598 Reviews

16 %

of reviewers recommend Legal & General

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1.7

Based on 598 reviews

Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	Over A Week

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Anonymous

Anonymous // 01/01/2019

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“Have been policy holders for years. Horrible experience incredibly unhelpful bureaucracy refused to provide basic policy information. Would avoid this company in any way I could advise anyone else. Supervisor was Demetrous Daniels. Poor service.”

Helpful Report

Posted 3 weeks ago

“It became clear that getting my money back would not be easy. Frustrated and unsure of what to do next, I shared my situation with a close friend. They immediately advised me to report the issue to Bitclaim. Net. Although I was skeptical, I decided to take their advice. To my relief, within a week, I was able to recover my funds. The process was smooth, and I finally felt a sense of closure after days of stress and uncertainty. This experience was a harsh wake-up call about the dangers of trusting online financial platforms. No matter how legitimate a company seems, it’s essential to conduct thorough research before making any investment. I now take extra precautions and encourage others to do the same. If something feels off, act quickly waiting too long can make all the difference in whether or not your funds are recoverable.”

Helpful Report

Posted 3 weeks ago

“My husband died at the beginning of December, it's now February and I'm still waiting for a settlement. I've had to borrow money to pay for his funeral and it has been a hugely anxiety filled experience. I'd advise anyone to think carefully before going with this company!”

Helpful Report

Posted 2 months ago

“12 weeks ago I received a letter from legal and General informing me that my father, who died in 2010, had a life insurance policy. All the paperwork, will, our mums will and death certificates were sent to Legal and General the same day. I had to set up a secure email account with Legal and General for updates. 12 weeks and 1 update, prompted by an email from me, later and still nothing. A phone call to Legal and General and I was told they were waiting for a response from HSBC regarding the policy but had to chase it up by snail mail as they didn't have a contact number for them! It took me 2 minutes yo find a contact number and confirm with HSBC that it was the correct number to chase up this correspondence. The same day I passed this number to Legal and General. In that phone call i was told, patronisingly, that 'I should sit and wait patiently' by a member of the claims team. 2 weeks later, absolutely no contact, info or update from them. Formal complaint being made tomorrow.”

Helpful Report

Posted 3 months ago

“I just needed to change my Direct Debit details. L&G makes tens of millions in profit every year to spend on training their customer service representative and "My Account" login areas yet this is how painful they make the most simple task. (that every other company seems to have managed quite simply). 1. Go online to change details - Their login areas is down. 2. Try again. Log in and see a message saying "Just fetching your data, we won't be long". It does this for over an hour!! I give up... 3. Look for the phone number on the website. Nothing!! 4. I then email Customer Support with all of my account details, instructions on what I need to do and new bank details. Receive auto-reply saying confirming receipt and saying they will respond within 48hs. After TWO weeks, no reply!! 5. Re-send the email again, same auto-reply. Never received a reply. 6. Start getting auto-generated emails telling me my DD didn't go through and that I need to take action. Grrrr!! 7. Go back to the website to look for a phone number again. After 20 minutes I give in to the continuous web loop telling me I have to start a BotChat to contact customer services. 8. Start BotChat that does not understand the question "I need to change my Direct Debit details" 9. Another 20 minutes wasted trying to get the bot to connect to a human. Eventually, it tells me I have to call. Wow!! 10. I call, after 40 minutes on hold the first person tells me they can't do that and puts me on hold for a further 25 minutes. 11. Eventually speak to a human who assures me she will do everything I need. 20 minutes going through every detail of my policy just to change my account number and sort code. 12. While on the phone I ask why I can't login into 'My Account' areas. She says they have fixed it and I can now. 13. I log in and the 'My Account' platform is a complete waste of time. My product does not appear because it was started before 2022 and all I can change is my password and marketing preferences. That's it!!! It does nothing else. 14. Sit back, frustrated, shocked but slightly relieved it is over and think Wow!! That was horrendous, how does a company the size of L&G get it so wrong at every step. 15. 1 week later I get a call from my IFA saying she has had an email from L&G saying that my DD has failed and I need to contact them to pay and change my DD details. (I explain all of the above). 16. She tells me multiple stories of how terrible L&G are and that she will call them. 17. She comes back saying that she is sending me a DD form that I will have to manually fill in, scan and send back to her. She will then send it to L&G. 18. Fingers crossed that will work. Potential customers thinking of choosing L&G, OMG go somewhere else. I'd hate to think how they handle a claim if this is what's involved in changing some simple account details. L&G you should be ashamed and the people in charge of your Customer Service and online UX don't deserve whatever huge salary they are on.”

Helpful Report

Posted 3 months ago

“chatbot useless - incorrect info”

Helpful Report

Posted 4 months ago

“Constantly chasing back for a payout back and forth need this need that but if you owed them money be a completely different story and once the payout was accepted by a manager I've still got to wait until he literally presses a button it's totally unacceptable”

Helpful Report

Posted 5 months ago

“Unprofessional member of staff and very unhelpful, questions after questions. Sort out pension whole nightmare! Send email to me will take 2 days really??? Now I can see why there only 1 star.”

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Posted 5 months ago

“My husband passed away in September and his pension was with these. The questions upon questions upon questions is absolutely horrendous not enough my husband has died and still contacting third parties for more questions is utterly distressing. Never again will i use these and will be cancelling my own life cover as i would hate to think my children have to go through this you are actually made to feel you are under a criminal investigation Absolute poo show to say the least”

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Posted 5 months ago

“I have never experienced such a incompetent company in my life. i would advise to avoid at all costs they are truly awful. Taking pension pot early and still no bacs payment. Communication zero out of 10 Legal & General you are a disgrace of a company”

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Posted 5 months ago

“I sued this third-rate wreckage of ineptitude in small claims court. Three times in 3 years they refused to communicate with me to facilitate the release of my pension. The first 2x i gave up, the 3rd time I went to court. Got a snarky letter saying they wouldn't settle.....only for them to settle a few weeks later after I started proceedings. And they know I'm a vulnerable person with reduced life expectancy but they put me through all the hassle of starting a claim. Nasty! Utterly lacking I humanity and compassion.”

Helpful Report

Posted 5 months ago

“Minus stars are too high. Never ever have any dealings with this totally disorganised, unhelpful company. Staff do not have any power to help resolve difficulties - ‘have to refer to my manager’…. Totally hidebound by script which they cannot stray from. Each contact has a different script.Hours spent on phone trying to repay them money which they won’t take because they make more in interest whilst it’s outstanding.Appalling outfit!!!”

Helpful Report

Posted 6 months ago

“I have lost more than $14,000 as a consequence of my profoundly unsettling experience with this unlawful organisation. Nevertheless, I was lucky enough to get support from their committed staff by following the required procedures to get in touch with S I M O N C H . C0M, which finally allowed me to get my whole investment back.”

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Posted 7 months ago

“I am about to engage in my second dispute with this scam of a company. First, my dad took out life policies on himself and my mother. When he died, they paid out. However, they forced annual increases on my mother, which she could not afford and would not change it ad they would only speak with policy holder, who was dead, they should know as they had paid out on it. It eventually went to ombudsman who ruled in our favour. Now, 5 days ago, my mother died. They still have the policy in my father's name, didn't after the ombudsman intervention. They are refusing to even speak to me. Or even confirm with undertakers finds are there until I complete and they are satisfied with a claims form. Which 4 days later, I am still waiting to be emailed to me. Meanwhile, the undertakers require a deposit, which we do not have, before confirming funeral. Honestly, stay well clear of legal and general”

Helpful Report

Posted 8 months ago

“Absolute nightmare trying to set up an account being messed around saying that it has been set up then not letting me log in. I have been trying for weeks to get this sorted as they were recommended but I have given up, if it's this hard to set up insurance how hard will it be to claim”

Helpful Report

Posted 8 months ago

“I got a term life insurance policy from them through Banner Life. Banner life could not cancel the policy, but they said I could switch to a quarterly payment and let it lapse. Then it would cancel, but they would have to report me to the credit agencies as delinquent. Why in the world would I do that? So, my other option was to call Legal and General which I did. They told me I had a choice to either do nothing and it would be cancelled based on my call or to fill out a surrender form. They couldn't just send a form to me indicating that I cancelled. I decided to fill out a surrender form to have a paper trail. A couple days go by and I get a billing notice that I need to make a payment (my payments were always auto debit) and then I would be switched to quarterly billing. Why am I getting this? I just want to cancel, not switch to quarterly billing. So, I assume I will need to spend hours on the phone trying to work this out. Now I know why they have a 1.7 star rating.”

Helpful Report

Posted 9 months ago

“Inert, unprofessional company refused to communicate with me when I wanted to take my pension early due to a brain tumour. As this was the second time they had done it, I sued them in small claims court. My claim was only for £475 initially and they said they would settle. However they failed to pay up by the deadline, so I had to do more work (while ill) to put my claim through court. I therefore wanted £550. They sent me a snarky letter saying they were refusing to increase their offer by a mere £70. So I asked the court to make a judgement and lo and behold, these charlatans sent me a cheque for £550. Their behaviour is what's known as dishonourable conduct, but what do you expect from a gang of crooks.”

Helpful Report

Posted 9 months ago

“No option for 0 stars Poor poor service and an embarrassment and complete shambles of an insurance company, I inserted a claim back in February 2024 for income protection which was recommended to me when I got my mortgage back in 2018 I have been signed off work since September 23 due to ill health and incapacity to work. I have supplied all recommended documents and you have received all the necessary documents to support my claim...........however your contacting my gp for further information for medical information prior to when I took your "recommended" policy out which has therefore put my claim at risk and has been declined! I've been paying the policy £15.96 every month for this policy and I'm not seeing any benefit from it!!! I have a dependent under 18 with no income at the moment as I'm currently attending acute day service due to my ill health and you as a company aren't helping with my recovery at all!!! Your quite happy to phone my gp for a duty of care consultation but you clearly don't care one bit at all! Your quite happy to take my money monthly knowing I don't have an income that I can't pay my bills. When asked about to your colleagues what if they were in my situation they couldn't comment like they don't have a sense of care at all or empathy. It's not just one person handling the case it's multiple people which doesn't make sense at all! I will be seeking legal advice and speaking to the insurance ombudsman regarding this matter and you as a company and employees should be ashamed quite happy to pass the blame so on and so forth don't know how you all sleep at night!!!! Because I know dam sure I don't sleep. Holly in your clinical team rings me for an update and asks the relevant details and updates but if I don't answer it will impact my claim.....it seems this has already been impacted by your inconsistent unprofessional manner and day to day running!! I've already put a complaint in and have been informed this can take up to 8 weeks which is absolutely disgusting!! Oh and to add to this a decision was made on the update portal on Friday 5th July no email notification or phone call, I had to take this upon myself and ring up to be informed its been declined and to be told the person who has been dealing with the case has gone home.....hmmmm this sounds to me very unprofessional and not a care in the world. I will be making further complaints and making everyone fully aware what you have done and are doing not individually but as a whole company.”

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Posted 9 months ago

“If I could leave no stars I would, nothing but distress and upset to my family over the last 7 months! They have no real understanding on mental health no empathy or compassion call your self a life insurance is laughable! They take the mick when it comes to someone’s claim purposely take as long as they can so they don’t have to pay out…apparently if you have mental health they don’t pay out anyway..JOKE”

Helpful Report

Posted 9 months ago

“Currently engaged in litigation against this 3rd rate wreckage of inertia. For the 2nd time I tried to withdraw my pension and for the second time they refused to communicate with me. I needed the money for medical bills. Had to get a high interest loan because of their obstructive behaviour, and they are well aware I'm a vulnerable person with a brain tumour. Very much looking forward to the court making a judgement against these cretins who are utterly devoid of humanity or common decency. To add insult to injury, they wanted me to call them on a premium rate number to negotiate a settlement. Disgusting predators. Needless to say I declined.”

Helpful Report

Posted 9 months ago

Legal & General is rated 1.7 based on 598 reviews