DS
Duane S
1 reviews | Active since Nov 2016
02 Jul 2026, 07:48
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?
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Replies (2)
BrightRock's replyOfficial
02 Jul 2026, 10:32Dear Duane S
Thank you for sharing this feedback with us. We're disappointed to know that our service delivery hasn't lived up to your expectations. We will escalate and investigate your complaint, and ensure you are contacted to receive feedback on your query.
The BrightRock Team
Thank you for sharing this feedback with us. We're disappointed to know that our service delivery hasn't lived up to your expectations. We will escalate and investigate your complaint, and ensure you are contacted to receive feedback on your query.
The BrightRock Team
BrightRock's reply02 Jul 2026, 10:32
Official
Dear Duane S
Thank you for sharing this feedback with us. We're disappointed to know that our service delivery hasn't lived up to your expectations. We will escalate and investigate your complaint, and ensure you are contacted to receive feedback on your query.
The BrightRock Team
Thank you for sharing this feedback with us. We're disappointed to know that our service delivery hasn't lived up to your expectations. We will escalate and investigate your complaint, and ensure you are contacted to receive feedback on your query.
The BrightRock Team
BrightRock's replyOfficial
09 Jul 2026, 15:23Dear Duane S
I wanted to confirm that your complaint was investigated and that your feedback was given to the team that interacted with your financial adviser. As an additional step, we have sent out electronic communication in our newsletter for financial advisers to remind them of the rules that apply to the cover conversion facility, and we'll be covering this topic in one of our regular training sessions for the consultants who support independent financial advisers. I formally logged your complaint in our Complaints register, which we use to identify any issues or improvements that we need to address. Again, we apologise that you did not receive the standard of care and clarity that we aim to deliver to our clients and their financial advisers.
I wanted to confirm that your complaint was investigated and that your feedback was given to the team that interacted with your financial adviser. As an additional step, we have sent out electronic communication in our newsletter for financial advisers to remind them of the rules that apply to the cover conversion facility, and we'll be covering this topic in one of our regular training sessions for the consultants who support independent financial advisers. I formally logged your complaint in our Complaints register, which we use to identify any issues or improvements that we need to address. Again, we apologise that you did not receive the standard of care and clarity that we aim to deliver to our clients and their financial advisers.
BrightRock's reply09 Jul 2026, 15:23
Official
Dear Duane S
I wanted to confirm that your complaint was investigated and that your feedback was given to the team that interacted with your financial adviser. As an additional step, we have sent out electronic communication in our newsletter for financial advisers to remind them of the rules that apply to the cover conversion facility, and we'll be covering this topic in one of our regular training sessions for the consultants who support independent financial advisers. I formally logged your complaint in our Complaints register, which we use to identify any issues or improvements that we need to address. Again, we apologise that you did not receive the standard of care and clarity that we aim to deliver to our clients and their financial advisers.
I wanted to confirm that your complaint was investigated and that your feedback was given to the team that interacted with your financial adviser. As an additional step, we have sent out electronic communication in our newsletter for financial advisers to remind them of the rules that apply to the cover conversion facility, and we'll be covering this topic in one of our regular training sessions for the consultants who support independent financial advisers. I formally logged your complaint in our Complaints register, which we use to identify any issues or improvements that we need to address. Again, we apologise that you did not receive the standard of care and clarity that we aim to deliver to our clients and their financial advisers.