Review Time
Made two calls today and both answered and completed with utter professionalism from start to finish. Knowledgeable and polite, very easy to deal with. Very Impressed and glad my Pensions are with SW.
I had to contact Scottish Widows today regarding my mother's health care policy.
If this review were just about Anthony, the gentleman who took my call, I would be giving 5 stars, as he was clear about the information he gave, very informative and helpful, an excellent experience.
However, I did have difficulty getting through to Scottish Widows by phone. I had to wait about 20 minutes prior to each phone call being answered on 3 occasions before I managed to speak to Anthony. At the first call I was advised I would receive a call back which did not happen, and the second the phone line was so poor (at Scottish Widows' end) that it had to be abandoned.
After a quick phonecall all my questions were answered and I was directed to other information I might have needed. The problem I had was solved after following the processes.
I had the pleasure of speaking to Patience and her whole manner was amazing. She provided clear information and answered my questions completely. She made the myriad of pension scenarios understable and i am so grateful to her. F
irst class service
Simply the worst experience. It took me multiple attempts to get my pension funds' switched. In the end, I escalated and on BOTH occasions had my complaints upheld. Their communication was woeful and service worse.
Took out an AVC many years ago. It is quite small, and I suppose it is not worth their while to put any effort into growth. It has be static fir a long time, and there has been little effort from them to improve the growth, even though the market has been growing at a rate of knots.
My call was answered immediately. Spoke to Carmen who was brilliant. Very clear and easy to understand.
And more importantly she understood exactly all of the requests i wanted.
I had anticipated a long call but everything was dealt with in one single 20 minute call.
Wonderful!
It has been weeks since I applied for a pension payout, and I'm still in the dark. The service attributes the delay to an allocation issue that hasn't been resolved yet, affecting contributions to individual employees. No one seems able to explain why this process is taking so long, which appears to be straightforward. Despite repeated inquiries, I continue to receive no answers, and the wait persists.
My inquiry about this year's annual statement was handled promptly, even with a weak WiFi connection during the call. However, the IVR menu could use some improvement. After providing my information multiple times, it shouldn't be necessary to repeat it if I opt for a callback. This discourages users and keeps them in the call queue longer.
Fortunately, I only had to wait a few minutes for my call to be answered.
I urge you to consider the overall customer experience, particularly the digital aspects, and to review it regularly.
This is possibly one of the most frustrating services I have ever encountered. I misplaced my life insurance documents and needed a copy sent to me. There are so many different contact numbers, yet no one seems to have any of my information. I was put on hold multiple times just to reach the right person. I've called three times requesting my documents, but I still haven't received anything. I've given up now and will be cancelling my direct debit. They are quick to take your money but seem uninterested in sending the necessary documents. It's a complete disappointment.
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Scottish Widows - the financial planning provider who calmly, expertly and with care, helps customers benefit today from planning for tomorrow.
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