Replied to 89% of negative reviews
Reply time on negative reviews: 77h 41m
Reply Time
77h 41m
NPS Score
-100
Recommended: Unlikely
Replied to 89% of negative reviews
Reply time on negative reviews: 77h 41m
Nov '25 - Oct '26
Frequently Asked Questions About BrightRock
How is BrightRock rated on Hellopeter?
Hellopeter has tracked BrightRock across 104 reviews. BrightRock hasn't collected enough recent reviews — at least 10 in the last 12 months are needed — to calculate a TrustIndex score. Have you used BrightRock? Write a review to help others decide.
Recent reviews (9)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Feb 2014
Unacceptable and shockingly bad
⭐️ My Experience with BrightRock Insurance — Extremely Disappointing I am absolutely appalled by my experience with BrightRock Insurance. I have a Temporary Income Protector policy because, quite simply, when you are unable to work and lose your income, you need that money when you need it — not months later. Unfortunately, this seems to be something BrightRock has completely forgotten. Five years ago, I submitted a Temporary Income Protector claim. It took THREE MONTHS before I was finally paid. Three months! That defeats the whole purpose of income protection. Now, five years later, I have another claim — and once again I am experiencing an incredibly frustrating claims process. I have now been dealing with BrightRock for NINE WEEKS, with endless back-and-forth, supplying documents, answering questions and waiting. And after nine weeks, I am now being told that they are probably not going to pay my claim. The reasons being raised include that I am allegedly overinsured, and that the bank accounts and documentation I supp**** apparently do not adequately prove my income. I find this extremely difficult to accept. What makes the situation even more frustrating is that Momentum received exactly the same documentation from me and paid my claim within TWO WEEKS. So how is it that one insurer can assess the same documentation and pay a legitimate claim within two weeks, while BrightRock can take nine weeks and still apparently be looking for reasons not to pay? Every step with BrightRock seems to take another five to eight business days just to review documents or respond. You wait, you follow up, you provide more information, you wait again — and then another issue seems to appear. At this point, I honestly feel completely let down. I have paid premiums because I believed I was buying financial protection for exactly the circumstances in which I would need it. Yet when the time comes to actually rely on that protection, the process feels like an obstacle course. My experience over the last five years has been incredibly disappointing, stressful and, frankly, shocking. I cannot understand how an insurance company can take premiums for years, but when a customer actually needs the protection they have paid for, the claims process can become this difficult and drawn out. Based on my own experience, I would not recommend BrightRock for income protection. Think very carefully before trusting them with your financial security. My experience has been that when you need the money urgently, you may have a very long wait — and an exhausting fight — before you know whether you are actually going to receive it.
1 reviews | Active since Feb 2014
Unacceptable and shockingly bad
⭐️ My Experience with BrightRock Insurance — Extremely Disappointing I am absolutely appalled by my experience with BrightRock Insurance. I have a Temporary Income Protector policy because, quite simply, when you are unable to work and lose your income, you need that money when you need it — not months later. Unfortunately, this seems to be something BrightRock has completely forgotten. Five years ago, I submitted a Temporary Income Protector claim. It took THREE MONTHS before I was finally paid. Three months! That defeats the whole purpose of income protection. Now, five years later, I have another claim — and once again I am experiencing an incredibly frustrating claims process. I have now been dealing with BrightRock for NINE WEEKS, with endless back-and-forth, supplying documents, answering questions and waiting. And after nine weeks, I am now being told that they are probably not going to pay my claim. The reasons being raised include that I am allegedly overinsured, and that the bank accounts and documentation I supp**** apparently do not adequately prove my income. I find this extremely difficult to accept. What makes the situation even more frustrating is that Momentum received exactly the same documentation from me and paid my claim within TWO WEEKS. So how is it that one insurer can assess the same documentation and pay a legitimate claim within two weeks, while BrightRock can take nine weeks and still apparently be looking for reasons not to pay? Every step with BrightRock seems to take another five to eight business days just to review documents or respond. You wait, you follow up, you provide more information, you wait again — and then another issue seems to appear. At this point, I honestly feel completely let down. I have paid premiums because I believed I was buying financial protection for exactly the circumstances in which I would need it. Yet when the time comes to actually rely on that protection, the process feels like an obstacle course. My experience over the last five years has been incredibly disappointing, stressful and, frankly, shocking. I cannot understand how an insurance company can take premiums for years, but when a customer actually needs the protection they have paid for, the claims process can become this difficult and drawn out. Based on my own experience, I would not recommend BrightRock for income protection. Think very carefully before trusting them with your financial security. My experience has been that when you need the money urgently, you may have a very long wait — and an exhausting fight — before you know whether you are actually going to receive it.
1 reviews | Active since Dec 2024
BrightRock not so BRIGHT
The worst ever experience. Had a heart condition and still waiting five months later to get my dread disease cover to pay. I moved from my previous cover to brightrock in January 2025. Unfortunately 16 months later had a cardiac condition and had to claim. My medical history from more than 5 years had been gone into which had nothing to do with my heart. I also was told that the policy is not 24 months and that’s the issue. If I knew this I would have told my heart to hold on for after 24 months but again unfortunately this was not in my control. I really regret the move from my other cover and actually this was meant to be easy but has caused me more distress and discomfort more than anything. If I could put brightrock at a minus 100 stars I would. Shame on you. We take these covers out to help and benefit us in difficult times but the distress is more than anything else.
1 reviews | Active since Dec 2024
BrightRock not so BRIGHT
The worst ever experience. Had a heart condition and still waiting five months later to get my dread disease cover to pay. I moved from my previous cover to brightrock in January 2025. Unfortunately 16 months later had a cardiac condition and had to claim. My medical history from more than 5 years had been gone into which had nothing to do with my heart. I also was told that the policy is not 24 months and that’s the issue. If I knew this I would have told my heart to hold on for after 24 months but again unfortunately this was not in my control. I really regret the move from my other cover and actually this was meant to be easy but has caused me more distress and discomfort more than anything. If I could put brightrock at a minus 100 stars I would. Shame on you. We take these covers out to help and benefit us in difficult times but the distress is more than anything else.
1 reviews | Active since Feb 2019
Brightrock has terrible customer service
Brightrock has the absolutley worst service i've experienced with any insurance company. I've been trying since March to restructure our policy with Brightrock, emailing their service and customer complaint departments continually. One of their consulatants contacted me around 5 or 6 weeks ago and I signed the forms for him to be able to look into our policy and then communications went silent, the consulant does not respond to my messages. We have been with Brightrock for around 14 years and considering closing our policy due to their poor communications and lack of service
1 reviews | Active since Feb 2019
Brightrock has terrible customer service
Brightrock has the absolutley worst service i've experienced with any insurance company. I've been trying since March to restructure our policy with Brightrock, emailing their service and customer complaint departments continually. One of their consulatants contacted me around 5 or 6 weeks ago and I signed the forms for him to be able to look into our policy and then communications went silent, the consulant does not respond to my messages. We have been with Brightrock for around 14 years and considering closing our policy due to their poor communications and lack of service
1 reviews | Active since Oct 2014
Refusal to cancel policies
BrightRock has been ignoring cancellation requests from myself and my husband for 3 months. And it took myself, my husband and my brokers to phone and email relentlessly to finally get our products cancelled and a refund for the last month of illegitimate debit order. Because of their outright refusal to ignore the forms, the emails, and despite giving confirmation via email multiple times that the policies have been cancelled we have had to absorb double debits and endured communication torture. 0/10. I am so relieved to not be with them anymore.
1 reviews | Active since Oct 2014
Refusal to cancel policies
BrightRock has been ignoring cancellation requests from myself and my husband for 3 months. And it took myself, my husband and my brokers to phone and email relentlessly to finally get our products cancelled and a refund for the last month of illegitimate debit order. Because of their outright refusal to ignore the forms, the emails, and despite giving confirmation via email multiple times that the policies have been cancelled we have had to absorb double debits and endured communication torture. 0/10. I am so relieved to not be with them anymore.
1 reviews | Active since Nov 2016
Beware!!!
Ten years ago I was sold this policy by PSG with an option to continue it after the initial 10 year period. On the 10 year anniversary Brightrock just decided to cancel the policy. I find this extremely ********* and financial advisors should never sell products from companies with such poor customer service. I have requested a cancellation on my wife's policy. Business Performance (Last 12 months): 2.9 Trustindex Rating 99.2 Hrs Average Time To Reply -100 NPS Recommended: Unlikely It took over a month querying and still no answer and just proves that they are not interested in their clients. Is this how they make money by taking your money and then walking away when they feel like it?
1 reviews | Active since Nov 2016
Beware!!!
Ten years ago I was sold this policy by PSG with an option to continue it after the initial 10 year period. On the 10 year anniversary Brightrock just decided to cancel the policy. I find this extremely ********* and financial advisors should never sell products from companies with such poor customer service. I have requested a cancellation on my wife's policy. Business Performance (Last 12 months): 2.9 Trustindex Rating 99.2 Hrs Average Time To Reply -100 NPS Recommended: Unlikely It took over a month querying and still no answer and just proves that they are not interested in their clients. Is this how they make money by taking your money and then walking away when they feel like it?
1 reviews | Active since Jul 2013
Disgusting service
I am very sad and shocked at the service i have been getting from Brightrock regarding my claim. I have been trying to claim for the past month. Brightrock never provides feedback nor treat me like a client. There is absolutely no sympathy with dealing with death related claims. I have been calling them to ask what is outstanding and all i get is that they will call me. and they never did. I am tired of begging them for feedback. They collect their premiums on time every month but when you need them the most, they give you a run around and make you beg . I am regretting my late husband's decision for giving this company a chance. I am tired of following up and tired of the disrespect. My next stop is now the Ombud. Maybe then they will see me as a human and someone dealing with a loss of a loved one .Brightrock is taking advantage of my vulnerability. The service i have been receiving is disgusting to say the least.
1 reviews | Active since Jul 2013
Disgusting service
I am very sad and shocked at the service i have been getting from Brightrock regarding my claim. I have been trying to claim for the past month. Brightrock never provides feedback nor treat me like a client. There is absolutely no sympathy with dealing with death related claims. I have been calling them to ask what is outstanding and all i get is that they will call me. and they never did. I am tired of begging them for feedback. They collect their premiums on time every month but when you need them the most, they give you a run around and make you beg . I am regretting my late husband's decision for giving this company a chance. I am tired of following up and tired of the disrespect. My next stop is now the Ombud. Maybe then they will see me as a human and someone dealing with a loss of a loved one .Brightrock is taking advantage of my vulnerability. The service i have been receiving is disgusting to say the least.
1 reviews | Active since Jul 2020
Being ******/ and being sent from pillar to post but still not getting helped
I've been paying for Brightrock from 2021, but I can't get hold of my financial advisor to assist me, numbers given is for someone else, Brightrock consultants tells me that they are not allowed to go through my policy and help I can only get help by my financial advisor the same financial advisor that cant be found......over the phone for all this year's it is so sad that I trusted the wrong people for my family now I have to cancel and I won't even get my money paid back for all this years it is so painful shame don't be like me and trust Brightrock they will fail you like they did to me
1 reviews | Active since Jul 2020
Being ******/ and being sent from pillar to post but still not getting helped
I've been paying for Brightrock from 2021, but I can't get hold of my financial advisor to assist me, numbers given is for someone else, Brightrock consultants tells me that they are not allowed to go through my policy and help I can only get help by my financial advisor the same financial advisor that cant be found......over the phone for all this year's it is so sad that I trusted the wrong people for my family now I have to cancel and I won't even get my money paid back for all this years it is so painful shame don't be like me and trust Brightrock they will fail you like they did to me
1 reviews | Active since Nov 2013
Shocking Service
We are harassed by insurance companies to cover our lives just so they can pocket the money and let us down during the time you need this cover. I have life policies with Bright Rock since 2016. I was recently diagnosed with stage 4 cancer by medical doctors from a prestigious oncology department. Devastated as I was, I contacted my insurer to assist with the multiple costs which I had been told of, along with attempting to grasp, understanding of this life threating disease which I was diagnosed with. They declined my claim on the bases that they diagnosed my cancer as stage 2. I am now taking on this journey alone without any financial assistance from Bright Rock. Please don’t be fooled when they say they cover dreaded disease.
1 reviews | Active since Nov 2013
Shocking Service
We are harassed by insurance companies to cover our lives just so they can pocket the money and let us down during the time you need this cover. I have life policies with Bright Rock since 2016. I was recently diagnosed with stage 4 cancer by medical doctors from a prestigious oncology department. Devastated as I was, I contacted my insurer to assist with the multiple costs which I had been told of, along with attempting to grasp, understanding of this life threating disease which I was diagnosed with. They declined my claim on the bases that they diagnosed my cancer as stage 2. I am now taking on this journey alone without any financial assistance from Bright Rock. Please don’t be fooled when they say they cover dreaded disease.