ReAssure customers 'at their wits' end' over failings

Financial company ReAssure has admitted to failing customers after The Mail on Sunday exposed a litany of errors resulting from its takeover of Legal & General’s insurance-based savings and pensions business.

In recent weeks, readers with old L&G policies have complained of having contributions stopped. Others have been unable to get through to ReAssure to complain.

Julian Telling, 60, has tried to contact ReAssure at least 50 times since last September when the company first took over the one million policies.

‘We’re sorry’: Financial company ReAssure has admitted to failing customers

‘I am at my wits’ end,’ says the former financial services professional from Bristol. ‘Everything is blamed on Covid. Why has ReAssure not been criticised by the Financial Conduct Authority?’

Colin Galpin, 70, a former bank worker from Essex, says: ‘I have repeatedly requested internet access for the four retirement plans I have put in place for my grandchildren, but to no avail.’

The Mail on Sunday has already extracted a promise from ReAssure that it will not raise charges for L&G customers. But many readers have already seen the income from their investments fall.

Catherine Barton saw income from her with-profits bond drop from £235 a month to £181 in January. ReAssure blamed it on ‘poor financial performance’.

ReAssure said: ‘Despite taking on hundreds of extra staff, the volume of demand has resulted in issues for customers. The cases raised do not represent the service we expect to offer, and we’re sorry for this.’