Name: Legal & General
Rating: 1.66

“Absolutely shocking customer service. I'm still waiting to hear back from my critical illness policy, which I logged 5 months ago. My husband is dying of Lung cancer and I have to keep phoning them for an update. I've been told that there isn't a timescale within this company to provide an answer. It can take months or in fact years to get a conclusion. In the mean time they are still receiving payment every month and I've been informed that they didn't do anything with my claim for two months. Absolutely shocking! I would avoid! Update: As you can't add to the thread on Trust pilot, I received a message below from Dylan and forwarded on the relevant information to him and surprise NOTHING. Avoid this company, they will continue to take your premiums and do nothing with your claim. Maybe all insurance companies are like this and this is shocking especially as I'm trying to make sure my husband is as comfortable as possible in last stages of his life and I shouldn't have to be chasing up to find out what is happening with this claim. Update: As of November 2023, still no outcome of my husbands claim and researching this further in the feedback from other customers below - it would appear that the positive reviews are only when you take out the policy (this would be the norm) but all the negative feedback is due to claims being rejected/no conclusions or pensions not being paid out. Waiting for my complaints outcome also, received an email last week that they haven't allocated it! Whatever that means?! 'Unfortunately, we are not in a position to offer a final resolution as the complaint is still awaiting allocation. We hope to be in a position to offer a final resolution before 22/11/23.' Read the feedbacks for yourself! AVOID THIS COMPANY!!!”

Helpful Report

Posted 1 year ago

“I am terminally ill all I want was a claims form so I can help my wife with the administration she willhave to do when I am gone. You can't submit a claim without a death certficate so why won't these incompetant people send me a blank claims form which is useless without the death certificate.”

Helpful Report

Posted 1 year ago

“Absolutely terrible company. Very very incompetent they had someone dealing with my case who only works twice a week even though I'm in danger of losing my home. Time is not of the essence with them. They have declined my income protection aswell as cancelling my life insurance I have terminal cancer so I am now un insurable. They really havnt got any customer care what so ever. I have asked on numerous occasions to speak to a manager only to be told on every occasion that I cannot speak to one. They have made or forced a very ill man into defying doctors advice and return yo work which I am not fit for. Shame on them. AVOID AT ALL COSTS”

Helpful Report

Posted 1 year ago

“I have an income protection claim. They had the wrong doctors details, even though i notified them. I moved home and notified them, which they didnt update on their system. They have a disregard for the data protection act and the financial codes of practice ICOBS 8.1 Insurers: general ICOBS 8.1.1R06/01/2008 RP An insurer must: (1) handle claims promptly and fairly; (2) provide reasonable guidance to help a policyholder make a claim and appropriate information on its progress; (3) not unreasonably reject a claim (including by terminating or avoiding a policy); and (4) settle claims promptly once settlement terms are agreed. Taking the complaint to the financial ombudsman. I have been in hospital because of them with suicidal ideation. They do not care as there is no accountability. save your money or donate to charity. I would give them a zero for being ethical, open and honest. A zero for communication A zero for following the rules. A zero for customer satisfaction. A zero as a company working in this sector- shame on you.”

Helpful Report

Posted 1 year ago

“I have an income protection claim. They had the wrong doctors details, even though i notified them. I moved home and notified them, which they didnt update on their system. They have a disregard for the data protection act and the financial codes of practice ICOBS 8.1 Insurers: general ICOBS 8.1.1R06/01/2008 RP An insurer must: (1) handle claims promptly and fairly; (2) provide reasonable guidance to help a policyholder make a claim and appropriate information on its progress; (3) not unreasonably reject a claim (including by terminating or avoiding a policy); and (4) settle claims promptly once settlement terms are agreed. Taking the complaint to the financial ombudsman. I have been in hospital because of them with suicidal ideation. They do not care as there is no accountability. save your money or donate to charity. I would give them a zero for being ethical, open and honest. A zero for communication A zero for following the rules. A zero for customer satisfaction. A zero as a company working in this sector- shame on you.”

Helpful Report

Posted 1 year ago

“Terrible company, call handlers are incompetent. I have spoken to 3 "customer service" representatives and it would appear their goal is to wind you up then tell you to calm down. They each provided me with incorrect information and seemed unable to do their jobs. I have raised a complaint but I would stay away from this company in future and warn others to do the same. Londiwe & Philisiwe would benefit from being pulled out of their current customer facing roles to receive further training so they can do their job competently. As for Gareth, I would suggest he is pulled from his current role and never return to customer services, his smugness whilst being wrong is borderline hilarious.”

Helpful Report

Posted 1 year ago

“Terrible service,applied for My pension details in July as I retired 2 years ago as my pension pot dropped £19,000 in 2 years.they told me my details was posted on 5 August,then I received a text on 11 August saying details have been posted. It's now 16 August.never known the post to take this long,must be comming by pigeon post Terrible service.”

Helpful Report

Posted 1 year ago

“I would like to award them zero stars for their inability to provide any customer support and to discriminate against their customers age and disabilities. My husband has a term life policy with them that included a waiver option. He has been recently diagnosed with young onset dementia PCA meaning he can no longer work. He has paid over £100 a month in premiums for 19 years to now be told they removed the waiver option when he was 60(he is now 64)and he does not qualify. The policy schedule does not state that they will cancel this at this age and reduce the premium to reflect this. In fact it states the opposite- quoting the same amount to be paid throughout the 20 year term. The have no empathy, no morals and not an ounce of kindness. Stay away from this truly incompetent, discriminatory company and everything they embody.”

Helpful Report

Posted 1 year ago

“PLEASE stay away from legal and general. That's the best piece of advice anyone reading this will get today. I've been trying to access my pension for 6 weeks so far, and I'm no closer to seeing it. I have genuinely given up on ever seeing a penny of my own money. It's not worth it folks, stay away. They tried to shut me up by offering £25. So they can give me their money, but not my own. Complete bunch of cowboys. If only I could give no stars.”

Helpful Report

Posted 1 year ago

“My name is lenny woodard and.i am an ex professional rugby player who has been diagnosed at 45 with early onset of dementia and probable chronic traumatic encephalopathy. (Watch will smiths film "concussion" to get an understanding. I thought I'd look at one star reviews with legal and general and noted people waiting for 3 months being a common theme. Mine is now 14 months, It feels like they are looking for any and every excuse not to pay out. Every time they ask for another bit of information from my medical records which I've freely given I have to go to the back of the queue . Feels like they have already made their decision and just looking for evidence to prove it. The claims handler told me months ago he doubts it will pay out because it's not severe enough yet ! They are probably hoping when it is I forget I've got this cover or it will come to the end of the term. I am one of 400 ex rugby players and many of us had critical illness cover and have been paid out, we have had extensive media coverage due to the age of us and if being alleged we have got these conditions as a result of playing rugby. I've spoken with BBC who want to highlight the battles we are having awauly from the pitch and courts- ive asked BBC to keep off the record but this is so frustrating it appears to be the best way of letting others know this cover isn't worth the paper it's written on .”

Helpful Report

Posted 1 year ago

“Genuinely awful experience dealing with my Dad's life insurance with L&G, he was sadly diagnosed with a brain tumour that has drastically effected his life meaning he can no longer speak, walk or much else. My Dad originally contacted L&G on November the 24th of 2022 to get this resolved and almost 7 months later this is still not resolved. The last communication we received was on the 28th of March 2023, over 3 months ago now, raised a complaint on the 14th of June, CC'ing several different L&G emails and departments due to being ignored on each communication attempt, and have still NOT heard back. We received a 'We will get back to you in 7 days' email and almost 11 days later we have still NOT heard back. Please for the love of god respond to my mother's query so this can be sorted quickly, I am happy to remove this review if it is resolved quickly: Ref:1777027. I write this as a son who is about to lose his Dad at a very young age and your company has made this entire process stressful and in my opinion been incredibly insensitive throughout.”

Helpful Report

Posted 1 year ago

“I went to renew my life insurance to cover the rest of the term of our mortgage because I had a enlarged heart and it went out of rhythm 4 years ago now and I'm on medication and haven't had a problem since I still got refused, in the past 10 years this company was happy to take my money some £11,000 yet now they don't want to know yet they are still happy to take my wife's money I don't think so so I've taken my business elsewhere a company that ask the same questions but also asked if it was under control to which the answer was yes please be aware this company might be one of the biggest but if you've got a medical problem they don't want to know all they want is your money I will never deal with this company again.”

Helpful Report

Posted 1 year ago

“Took out a critical illness policy in 2017. In September 2022 I started dialysis due to Kidney disease. The £40,000 would have enabled me to have some time off work to get my health back on track. I got told they wouldn’t be paying out because I was a very occasional smoker from 2013-2015 when I met my wife to be this stopped promptly. I’m currently sat in a hospital bed with extremely high blood pressure and blood infections. I’ve been working too hard lately as will have to have time off when I eventually receive a donor kidney. I believe this current illness has been caused by legal and general and unfortunately for them this will be taken as far as need be to get a result. They have truly ruined things for myself, my wife and my 3 young children. Luckily my wife worked in a solicitors for 20 years so has some dear old friends that are more than willing to help out.”

Helpful Report

Posted 1 year ago

“I’ve had a income protection policy in place for years which was done through my employer. I had a terrible episode last year and was eventually hospitalised with critical blood pressure brought on by extreme stress. I was also suffering with anxiety and depression. L & G took almost 5 months to assess my claim and stated that because I went on walks I was fine to return to work! That was the worst time of my life and was seeing 3 counsellors, with dreadful thoughts of hopelessness and contemplated taking my life. I am currently appealing the case and will take it to the ombudsman. My advice, avoid L & G at all costs. They will build their case in order not to pay and have zero empathy. I note the appalling treatment of other customers after love ones have died or diagnosed with terminal illness. A truly shocking company.”

Helpful Report

Posted 1 year ago

“I would have given no stars, but that doesn't seem to be an option. I have a pension with L&G, transferred to them by another company. I have been trying to access my money since the 21 Feb. There have been many and varied issues. The initial quotation process was difficult and every time I needed a re-quote it took a minimum of 5 days. After much cycling round quotes, I finally had an agreed quote, and sent in the application on 31 March. Was informed on 6 April that I needed to add in a date and that no payment could be made until I sent in the information. I responded immediately (6 April). Heard nothing, so chased on 21 April. Told that they had the info now and would look at my info next week (28 April). Very unhappy. Was promised a call from a manger, but it might be Monday, as the call was late Friday. Monday came, with no call. Rang the 'Help' line on Monday. Everyone went into a bit of a panic. Will send out a CHAPS payment, hopefully today (24 apr), but late in the day so might be tomorrow. Also a manager is keen to speak to you, but is on another call. If the manager can't speak to you today it will be first thing Tuesday. Heard nothing first thing Tuesday (25 April) and no money in my account. Rang the 'Help' line around 11:30 and after checking was told that the CHAPS payment had failed and they would try again tomorrow (Wed) and the money would be in the account on Friday (clearly not being sent by CHAPS if that's the case). Asked to speak to a manager again and two hours later I still haven't spoken to a manager. Processes are flawed and their attitude toward pension customers, if my experience is anything to go by, is one of complete indifference. If I could move my funds at no cost, I would do it in a heartbeat. St James Place took three weeks to do the same actions from initial discussion to funds in my account.”

Helpful Report

Posted 1 year ago

“I have been trying to withdraw money from my ISA account. thinking it was an easy process, all I have is an error message. when I contact the helpline all I have is a recorded message saying that staff is on training until 9.30.. My calls were made at 10;15 and 10.22. I'm getting worried now, I need to get my money ASAP!!! I've read all these reviews on trust Pilot it's worrying. My Life insurance and ISA will be closed with you for sure!! Update; finally had someone who could not help. The agent sent an email to another service to see what they can do for me.. Appalling service!! so I guess I won't be able to withdraw money from my ISA today!!! Please do something about my case ASAP!!!! This is MY MONEY I NEED TO GET IMMEDIATE ACCESS TO IT!”

Helpful Report

Posted 2 years ago

“We have a life policy with legal and general, my wife passed away 6 months ago of cancer, and we are still being asked ridiculous, not relevant questions, and to date no payout. Other life policies were paid out within 30 days of her death. Do not use Legal & General as you will be dealing with the most heartless and incompetent company, they have no intentions of paying out and are just liars and cheats.”

Helpful Report

Posted 2 years ago

“This company took over my pension from GMAC/ Ally Bank. My payment were all set up by gmac and ready for payout. When the transfer was done i requested my payments start. They then tell me nothing was transfered and it would take 6 weeks to calculate . Loooong story short...months go bye. Lie and lie. Excuse after excuse. They will not email me so they done create a paper trail. Went to AG office. Seems like a ligit company but all i have seen is fraud.”

Helpful Report

Posted 2 years ago

“It's the,worst,Business in uk. They,are,not,trustfull. Veryxbad,costumer service.”

Helpful Report

Posted 2 years ago

“Legal and General have no interest in people's complaints. Please send your complaints to watchdog”

Helpful Report

Posted 2 years ago

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

Legal & General Reviews