Secure For Life: most-reported complaints
Automated analysis of 400 public Trustpilot reviews published 2019-05-04 to 2026-09-11. TrustScore 4.9 from 10,425 total reviews — see the Trustpilot page. Quick answer: is Secure For Life legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with data sharing, with 17 complaints indicating that personal details were passed to other companies despite claims to the contrary. Misleading pricing was the second most frequent concern, cited in 16 cases where customers felt their provider association was misrepresented. Support-related problems were also noted, including 12 reports of unhelpful assistance and 8 instances where customers found support unreachable or encountered misleading cold calls.
How to reach Secure For Life
These are the contact details Secure For Life publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 0800 098 7990, email [email protected], address Floor 4, Princess House, Princess Way, Swansea, SA1 3LW, GB.
The company claimed its Trustpilot profile on 2019-04-15, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-14. Trustpilot ranks it 18 of 49 in Life Insurance Agency. We last checked this profile on 2026-09-23 and found 21 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 9 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Still lost after losing my love of my life”, “Investment advice for high earning teenager”, “Mortgage payment protection advice”.
Elsewhere: 4★ on Google (0 reviews)
TrustScore over time
4.9 → 4.9 across 14 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-15 (100%, 4.0d) · 2026-08-18 (100%, 3.2d) · 2026-08-21 (100%, 3.2d) · 2026-08-24 (100%, 3.2d) · 2026-08-27 (100%, 3.4d) · 2026-08-30 (100%, 3.4d) · 2026-09-05 (100%, 3.7d) · 2026-09-08 (92%, 3.7d) · 2026-09-11 (87%, 3.4d) · 2026-09-14 (93%, 3.1d) · 2026-09-17 (100%, 3.1d) · 2026-09-20 (100%, 3.1d) · 2026-09-23 (100%, 3.1d).
Severity: 30% of this company’s 56 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.5 days between the experience and publishing their negative review (72 reviews record both dates).
What their policy promises
complaint process: not replaced
“Vouchers can not be replaced if lost, stolen or destroyed.”
complaint process: not exchanged for cash
“Vouchers can not be exchanged for cash or other denominated vouchers unless otherwise pre-agreed.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 97 negative reviews that received a public reply, the median wait was 1 days — the company profile reports an average of 3 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 97 company replies to negative reviews analysed, 15% engaged with the specific problem and 69% were generic templates.
Review provenance: 309 company-invited reviews in the recent window average 4.92★, while 37 organic (uninvited) reviews average 4.68★.
29% of its 331 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: other makes up 30% of this company’s complaints vs a 16% median across 126 ranked companies in its sector.
Review velocity: 1,365 of this company’s 10,425 Trustpilot reviews (13%) were written in the last 12 months.
What are the most common complaints about Secure For Life?
Other
17 reports · 30% of complaintssteady“they passed my details on to other companies even though they claim they don’t do that”
The company replied on 2026-09-08: “Thanks for getting in touch, Karen We’re sorry to hear how frustrated you have been by the calls you have received, and we completely understand that the frequency of contact has caused annoyance.…”
Our classifier read this reply as a deflection.
“Despite clear requests to stop contacting me, the calls persist.”
The company replied on 2025-10-07: “Hi Sukvinder, Thank you for getting in touch with us. We’re really sorry to hear about your experience and completely understand how frustrating unwanted calls can be. Having looked into this, we can…”
Our classifier read this reply as a substantive response.
“unable to reinstate it so now I'm currently with out life insurance”
The company replied on 2024-07-08: “We are very sorry to hear about your experience, Frank. We greatly value feedback from our customers, both good and bad, as it helps us improve our services and provides transparency for prospective…”
Our classifier read this reply as a template response.
Misleading pricing
16 reports · 29% of complaintsfalling“he was not associated with my provider.”
The company replied on 2025-05-21: “Thank you for your feedback. We're extremely sorry to hear about your experience and will be investigating your review as a matter of importance. As you have left no contact details, please get in…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“half the cover from the Aviva policy was missing”
The company replied on 2023-06-08: “Thank you for bringing this to our attention, James. Our customer services team have looked into your concern and can see precisely where the confusion has arisen. Your protection specialist is…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Cold called me in a way that lead me to believe it was my current life insurance company then lied about what I was currently paying”
The company replied on 2026-08-06: “Hi Andrea Thank you for taking the time to leave your feedback. We're very sorry to hear that you feel this way, as the experience you've described is not the standard of service we aim to provide.…”
Our classifier read this reply as a template response.
Support unhelpful
12 reports · 21% of complaintssteady“he was not associated with my provider.”
The company replied on 2025-05-21: “Thank you for your feedback. We're extremely sorry to hear about your experience and will be investigating your review as a matter of importance. As you have left no contact details, please get in…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Advisor was pushey and when I agreed I realised he wasn't my advisor who I usally use and had got my details stolen”
The company replied on 2021-09-07: “Hello, Samantha. Thank you for sharing your review with us. We ask all our customers to give us feedback, positive or negative, so we may continue to improve our service. Whilst your comments are…”
Our classifier read this reply as a template response.
“it took ages to get a response, and when I finally did, the information given was unclear and unhelpful”
The company replied on 2026-03-23: “Hi John, We’re sorry to hear that your experience didn’t meet your expectations. We’d really welcome the opportunity to understand your concerns and resolve any issues. We’ve tried to contact you via…”
Our classifier read this reply as a template response.
Support unreachable
8 reports · 14% of complaintsrising since 2025-02“Cold called me in a way that lead me to believe it was my current life insurance company then lied about what I was currently paying”
The company replied on 2026-08-06: “Hi Andrea Thank you for taking the time to leave your feedback. We're very sorry to hear that you feel this way, as the experience you've described is not the standard of service we aim to provide.…”
Our classifier read this reply as a template response.
“trying to contact them since November on the number on their site”
The company replied on 2026-01-08: “Hi Jason, Thank you for sharing your feedback with us. We’re genuinely sorry to hear that your experience did not meet your expectations or our high standards. At Secure For Life, we aim to provide…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“will not reply when I’ve emailed or phoned”
The company replied on 2026-07-17: “We’re sorry to read your review and that you feel you haven’t received the level of communication you expected from us. This certainly isn’t the experience we want any of our clients to have. We…”
Our classifier read this reply as a template response.
Hard to cancel
6 reports · 11% of complaintsrising since 2025-02“trying to contact them since November on the number on their site”
The company replied on 2026-01-08: “Hi Jason, Thank you for sharing your feedback with us. We’re genuinely sorry to hear that your experience did not meet your expectations or our high standards. At Secure For Life, we aim to provide…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“Hounded me since, when I told them the policy was cancelled they said they don’t have any records of this and want to charge a cancellation fee.”
The company replied on 2023-07-25: “Hi, Bev. We are very sorry to hear your comments. We have a duty of care to contact a customer when a direct debit payment is missed for a policy for whatever reason. If policies remain unpaid and…”
Our classifier read this reply as a deflection.
“On cancelling the premium for that policy I’ve now been told by a call centre agent that I’m liable for a £195 cancellation fee.”
The company replied on 2021-12-09: “Hi, Antony. We are very sorry to hear your review. We have investigated your complaint and our customer services manager is trying to contact you to resolve this. It is a mistake on our part, the…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Billing errors
2 reports · 4% of complaintssteady“They set up direct debit without my permission.”
The company replied on 2023-08-14: “We appreciate your getting in touch, Rab. Your review and feedback is invaluable to us, as they assist us in enhancing our service for our customers. We are genuinely regretful to learn of your…”
Our classifier read this reply as a substantive response.
“Hounded me since, when I told them the policy was cancelled they said they don’t have any records of this and want to charge a cancellation fee.”
The company replied on 2023-07-25: “Hi, Bev. We are very sorry to hear your comments. We have a duty of care to contact a customer when a direct debit payment is missed for a policy for whatever reason. If policies remain unpaid and…”
Our classifier read this reply as a deflection.
Compare Secure For Life with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-11.