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Amy H

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Review of the Prudential, Pension:

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I am extremely disappointed with my experience deali...

I am extremely disappointed with my experience dealing with Prudential. I was originally advised that my bereavement claim would take around 4–6 weeks to process, however I am now well beyond that timeframe with no resolution in sight. Throughout this process I have repeatedly been told there are “issues on their end” causing delays, yet I am given no meaningful updates or clear explanation of what those issues actually are. Communication has been poor and inconsistent, and I often feel as though I am being passed from one vague answer to another with no real progress being made. The level of service has been shockingly poor. The agents I have spoken to seem disorganised and ill-informed, at times not even understanding basic details of the claim. On one occasion during a live chat regarding a bereavement claim, I was even asked if the deceased policy holder was “speaking” to them, which was deeply upsetting and completely inappropriate given the nature of the situation. Overall, the handling of my claim has been incompetent and distressing. I have had to raise three separate complaints due to the ongoing issues and lack of proper service. At a time when sensitivity and efficiency should be expected, Prudential has fallen far short on both. I would strongly advise others to consider this level of service before choosing to deal with them. Reviewed on: 30th April 2026

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