Legal & General Reviews

Name: Legal & General
Rating: 1.65

1.7 Rating 614 Reviews

16 %

of reviewers recommend Legal & General

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1.7

Based on 614 reviews

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

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Legal & General 1 star review on 14th June 2025

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“2 months for a simple payment to be processed ( after it was agreed) is far far too long - poor customer service, long waits on the phone, and no response to complaints made.”

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Posted 8 years ago

“I took out life insurance through one of their brokers when I bought my house. Two years later during a general call to check my policy I found out I had been put down as a non-smoker. I told my broker I smoked so made a complaint as this mistake ment my insurance was invalid. My complaint was not taken seriously and I was called a liar. Disgusting.”

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Posted 8 years ago

“My claim for water escape damage was refused as I didn't report it to them immediately after it happened. They have now invoked a clause in the policy to weasel out of paying out. DO NOT USE THIS COMPANY - GET YOUR INSURANCE ELSEWHERE.”

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Posted 8 years ago

“Woeful company!!! Do not use!!!! I am currently staying with my parents, on the 6th September their dining room ceiling came down. Investigations showed that the hot water tank had a crack, which over time had caused water to seep into the surrounding floorboards. Legal and general were informed and a surveyor was sent out to assess damage. He was concerned the flooring was not entirely safe to walk on and shoul be done immediately. Legal and general assured us it was in hand, and would be swift as we were (and still are) without heating and hot water. Over 6 weeks later. Have been passed from pillar to post, told 1 thing by 1 person and another from others etc. Thought we had a breakthrough last week, when told workmen coming this morning to start ripping up old floors, workmen arrived with the news that L & G had not agreed costings with them yet and they couldn't start. Aaaaarghh! I'm 6 months pregnant, no heating, no hot water, unsafe flooring and no apologies from L & G for this utter fiasco. They don't seem to care, awful company. I'd advise to seek insurance elsewhere.”

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Posted 8 years ago

“I had specifically insured my bike under their home insurance policy. The cover for the bike was 1200 pounds. The additional cost per year were about 50 pounds. When the bike got stolen, they said they would not cover any items outside the house.”

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Posted 8 years ago

“Storm damage to my roof. I have never had the utter misfortune of having to deal with such incompetence as this. I will never buy another product from this company I would not accept insurance from them it even if it were free. If you want months and months of being ignored and passed from one company to another with your roof left in a dangerous state of disrepair please choose legal and generals aboslutely pathetic service. If I had not experienced it I would not have believed it could have been as bad I only gave them one star as there was not an opion to give a zero rating.”

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Posted 8 years ago

“really poor customer service - delays with payment ( it took over 4 weeks from the moment when claim had been agreed for the payment to be made post simple insurance claim )”

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Posted 8 years ago

“They take your money, no questions asked and then you have a problem and make a claim and they bring in the public prosecutors to cross examine you... Avoid this mob. They will not cover you. They will rape you... ...and make you feel guilty on top of it.”

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Posted 8 years ago

“Have had pet insurance with L&G for 3 years now, not had to claim before. Pet had a operation on his knee, they refused to pay out as they said it was pre-existing, despite never having a problem with that knee and my vet writing to them to confirm that is wasnt. They took 3 months to review details and come to the decision also, despite advising that they would deal with claim within 10 days”

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Posted 8 years ago

“One of our chimney pots was blown off in high winds in February and a surveyor from Building Validation Solutions (BVS), who are a branch of Legal & General, came out to assess and value the replacement job. He offered us a cash settlement sum. We then obtained our own quotes and two of the quotes came back at double the amount that BVS had offered us. We therefore had to accept their preferred contractor. Their contractor fitted a chimney pot that was half the height of the original one that was there, it also didn't match the three other remaining chimney pots. I was concerned about the draw ability of the lowered pot and the possibility of fumes being blown back down the chimney. BVS were awful to deal with, Alisha, our appointed person was arrogant and could not care less about our concerns. Their building contractor was also dismissive. It has taken 5 months from first being contacted by their contractor up until now and the scaffolding is still standing 6 weeks after completion of the job. I wish we had taken the money that was offered and paid the difference to employ a reputable contractor instead of having to use the one supplied by Legal & General via BVS.”

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Posted 9 years ago

“Contracted a travel insurance with them, they charged my card but never bothered to send the documentation. I had to call them twice before they told me that something went wrong so they would not take the money and I had to buy the insurance again. I took the precaution of using a different card. Days later, they charged both cards but cannot find that I contracted anything. I've had to call them an unrealistic amount of times, they do not follow up what they say they will do, they do not call back when they say they will, they use very sad excuses as "our system is down" and they are just not professional at all. I will have to go to the bank and ask for a chargeback to get the money back. L&G is a joke.”

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Posted 9 years ago

“I wouldn't recommend legal & general to anyone, I have had the mos horrific experience, we lost everything in our home due to a fire , your insurance is meant to be there to help you and unfortunately in this case they are working against us. Ridiculous cash settlements being offered to repair our home to the standard that it was , I've had to take time off of work due to the stress that is now caused. I really wish we had done our revision properly before taking out home insurance with them. Absolutely disgusted.”

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Posted 9 years ago

“If there was a negative i would out it!! My shower leaked this morning bringing down the ceiling. As a result my call they say I will have to pay to take out ant replace the shower cubicle the tiles the ply wood. Wait for this they will pay to fix the pipe (a 5 minute job) and the ceiling perhaps. I then asked to speak to a manager who will now ring me back in 24 hours. ABSOLUTLY UNBELIEVABLE!!!!”

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Posted 9 years ago

“I have a crack in chimney & flashing dislodged - Legal & General buildings insurance refused to pay said was wear why pay buildings insurance then it's the 1st time I've put in a claim in 30yrs. Useless waste of time will have to have loan to pay for repairs.”

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Posted 9 years ago

“The most horrendous experience I have ever had. Terrible communication, did not follow their own complaints procedures and refused to offer compensation recommended by the Financial Ombudsman Service adjudicator. 9 months on and I am still waiting for my claim to be settled despite having no kitchen or cooking facilities. The way I have been treated by this company has caused me so much stress that it resulted in time off of work and a nervous breakdown.”

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Posted 9 years ago

“The worst experience you could possibly have .legal and General rejected my claim because of lack of visual evidence to a pipe leak that was under an elderly couples house[our pipe connection was joint] But instead of being direct and honest they strung the claim out for months. Please anyone thinking of insuring a property with them have a rethink there are many excellent insurers out there .I ended up paying £1300 to have my pipes rerouted , money I didn't have and they have left me in debt.”

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Posted 9 years ago

“I was at the O2 for a function and my tech equipment was nicked, i made a claim and up till today whic is 2 weeks now, i have been advised that my claim is on hold because they feel they are investigating the case, i have ben passed from pillar to post and all receipts etc has been given and a Kevin, a Gary all of these guys have no idea how distrauting it is when you loose something of value and besides the value, its the information that is inside that you also loose, they should stop traumatising us when its time for them to pay up,,,all this they say bla bla bla its just to have you hooked and after paying your premiums they don't care about you anymore, so so disapointed .Good luck to you”

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Posted 9 years ago

“having never made a claim in 40 years here is my story came back off holiday freezer not working contents ruined contacted legal and general grilled like criminal told that freezer would not hold 400£ worth of food had to get ruined food from dustbin 2 full bin liners read them prices they then offered to pay 78£ but warned premium wold go up told them to stuff claim ihave never claimed on insurance before WHAT A PERFORMANCE they will take your money but beware if you have to make a claim will not be renewing better off with no insurance than this cowboy company j rhodes chesterfield”

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Posted 9 years ago

“I have had the worst customer experience which has ended with me cancelling all of my home/life insurance policies with them! The whole procedure of trying to make a claim was easy enough but trying to get even a fair settlement was unbelievable!! In fact, what I was offered was so ridiculous that I told them it wasn't worth the hassle and have dropped the claim. Beware - this is a total scam! P Bishop”

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Posted 9 years ago

“Caled today to find out about my claim and been told by female agent WHY IM CALLING ALL THE TIME WE WILL CALL U WHEN UPDATE IS READY. But the fact that after reporting a lost items to them (legal&general) i had been thrown all over as they didnt want to do their job. They told me to call network provider 3 times, which ive already done, they told me to call apple, then to call currys Despite that i have already reported to the police, my network and to insurance company(themselfs) they didnt care at all. They make me feel like a criminal asking ng me to call EE and get from them email or letter confirmation that they cant locate IMEI number. But the t&cs of content insurance specifically asking to : report to the police, report to insurer, report to network provider which I did all of that. It is not my concern that noone can locate IMEI number from my lost phone, and it shouldnt be my problem either. I have raised a claim as we agreed for when signing a contract with legal and general. And now this agent told me not to call that often. Why we are paying for the service to hear this kind of response, to make us feel like bad people, end of the day we want to feel that someone has our back incase something happen as its what we are paying for. So we are waiting for the decision of the claim, as apparently a special team is working on it now. I will update a review once claim is processed.Ah and forgot to add that we also provided proof of ownership of items which was receipt of purchase, photos of the original box and photos of my daughter holding another item that been lost. OK so that's the second part of the review. Legal and General has handed over my claim to Ryan Direct Group Investigation Services. Ohh well now we really feel like banditos Called RDG and spoke to a very nice lady who explained ed me everything and scheduled an interview( all of that for lost phone) anyway that is what I call customer service very polite, not mean very professional and to the point. Looking forward for an interview. But definitely not looking forward to speak again with Legal and General staff. I think that's all for now. Further update to follow after the meeting next week.”

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Posted 9 years ago

Legal & General is rated 1.7 based on 614 reviews