L&G Reviews 

I’m very happy with the results of my transition on which we have been working on .

I needed to update my pension plan. There's a pension planner in the app. Access is easy but very secure. The resource I needed is clearly signposted. The information required is thoroughly explained. The plan took no time to be adjusted.

I have trusted L&G with my life cover and previously home insurance.

I submitted an Income Protection claim to Legal & General on 14 July 2026 after suffering a complete Achilles tendon rupture which required surgery and left me unable to work.

It is now 30 September 78 days, or over 11 weeks, since I submitted my claim and L&G still does not have all of the information it says it needs to make a decision.

What makes this particularly unacceptable is that the delays are caused by L&G itself.

On 17 September, L&G received the details of my new GP. I was subsequently told that further medical information was required and was left with the impression that L&G was waiting for my GP to respond.

After almost another two weeks with no progress, I chased L&G and then contacted my GP myself. My GP confirmed that they had received no request from L&G.

L&G has now acknowledged the error in writing, stating:
“Confirmed we received the new GP details on 17/09; however, a task was not raised. I apologised for this.”

In other words, while I believed my claim was progressing and L&G was waiting for my GP, the necessary task had not even been raised.

L&G has now finally contacted my GP and asked for the information to be expedited. Unfortunately, my GP’s normal turnaround for these requests can be up to four weeks. Once L&G eventually receives the information, I have then been told that L&G can take up to another 10 working days to assess it and reach a decision.

So after already waiting more than 11 weeks, I could potentially still be several weeks away from even receiving a decision.

I have asked L&G to expedite its assessment once the GP information arrives because valuable time has already been lost through its own administrative error. I was told this would require managerial approval, although expedited assessments have apparently been authorised previously.

The most frustrating aspect is that I had to uncover the problem myself. Had I not repeatedly chased L&G and then contacted my GP directly, I genuinely do not know how long the claim would have remained stalled.

I fully accept that an Income Protection insurer has a responsibility to investigate claims properly and obtain whatever medical and financial evidence is reasonably required. My complaint is not that L&G is conducting checks.
My complaint is about the length of time this process has taken, poor administration, lack of proactive follow up and an avoidable error that has potentially added weeks to an already lengthy claim.

Income Protection is purchased specifically to provide financial support when illness or injury prevents someone from working. A process where a claimant can wait nearly three months and still potentially be weeks away from a decision seriously undermines the reassurance that this type of insurance is supposed to provide.

I have raised a formal complaint with L&G and will update this review when I eventually receive a decision.

Customer service agents are very good. The reason for the 2 star is because the voice response system called "Lindsay" which answer the calls just does not function. It does not recognize account numbers or national insurance numbers. I have had to call numerous times and each time it takes so long to get past "Lindsay" to a person. It is really frustrating. It needs to be replaced.

You knew what you were talking about

I recently experienced an unacceptable level of administrative friction with Legal & General. After declining a corporate deposit into a personal framework due to internal rules, they locked away £20,000 of my company's funds for a full 10 working days under the guise of standard compliance checks.

When an institution rejects a payment, returning the funds should be an immediate operational priority. Instead, dragging out the process for nearly two weeks—specifically crossing over critical financial year-end deadlines—leaves customers with the frustrating impression that internal liquidity and float management take precedence over basic customer duty of care. Very disappointed by the rigid bureaucracy.

Everything I made an enquiry about was easily found and very well explained

The person on the phone was.very polite and extremely helpful

Very professional and made me feel at ease

Excellent app very easy to use and get information and pension options always keeps you upto date on the pension someone at the end of the phone to discuss any issues and they answer your call quickly .Security is very good and makes you feel save with personal information Excellent company would highly recommend

Answered the phone quickly with a knowledgeable, clear ,good English speaking adviser who told me exactly what I needed to do to achieve my request.

The lady that I spoke to was very helpful.

Since trying to enter drawdown L&G hasn’t been great. Staff always pleasant but depending who you speak to is depending what your told, levels of knowledge vary wildly. Currently considering moving my pension away from them.

Speedy completion of annuity with a good market rate and good communication throughout the process

Initial difficulty in getting past the automated answering system, having to wait for several minutes before being passed to an employee. I live outside the UK and have to use the normal international telephone system which is expensive. A great addition would be able to call with WhatsApp, as many large companies now have moved to.

I can not fault L & G, their staff are well trained and have a lot of experience, well mannered and Explain things fully. I was well impressed.