Retirement Account’s online functionality

We updated our servicing and online support as we faced COVID 19, but these measures are now the new normal and ways of doing business. So we’d like to make it clear what servicing can be done fully online, and what support is available if you need it.

Current service status

If you have any queries once logged into our Retirement Account relating to an existing policy, call our contact centre on 0800 640 9200 (open from 8:30am till 6:00pm, Monday – Friday).

If your query is in relation to a new business submission then please use our new business tracker for real time updates. You can find this by selecting the ‘track progress’ button on your client’s policy.

Our current status on Retirement Account servicing:

  • We will be maximising our online resources, such as IVR and our call back facilities to reduce call wait times and abandonment rates
  • We will be making every effort to maintain our SLAs around money in and money out and will flag any potential delays in the event of reduced resource
  • Back office performance remains stable on critical transactions

Online services

In the face of the current social distancing rules enforced by Covid-19, our Retirement Account has been made more resilient to help you manage your clients business online in these uncertain times.

Setting up Retirement Account policy for a client is a signatureless process as well as the majority of our top ups transactions, meaning there is no need to send us any declaration. 

We only require a declaration where the client is topping up and has request a new money out request as part of that application. Advisers can complete the top up adviser declaration and send this via our secure email portal.

We know its important for you to keep track of your cases, therefore our real time Business Tracking is available any time of the day and will allow you to obtain updates on your new business, top up and new money out requests. You’ll also be able to opt in for email notifications for these requests, which again allow you be kept up to date.

Business Type Signatureless   Business Tracker
NBS App - Transfers Yes Yes
NBS App - Regular Contributions (signed Direct Debit Mandates will be required) Yes Yes
NBS App - Single Contributions Yes Yes
NBS App - Transer, single, or regular premiums in with Money Out Yes Yes
Top Up App - Transfer only Yes Yes
Top Up App - Single Contributions only Yes Yes
Top Up App - Regular Contributions only (new and increase to existing) ((signed Direct Debit Mandates will be required)) Yes Yes
Top Up App - Transfer (with Money Out) No No
Top Up App - Single Contributions (with Money Out) No No
Top Up App - Regular Contributions (with Money Out) ((signed Direct Debit Mandates will be required)) No No
Top Up App - Combination of Money In (with Money Out) No No
Post sale Money Out request Yes Yes

We have also detailed below all transactions that you can carry out online.

Money In (NBS & Top Up)  Money Out - Taxable Income   Money Out - Phased Drawdown  Money Out - Drawdown Money Out - Single UFPLS Money Out  - Regular UFPLS
Transfers Start Start Full crystallisation Key request Start
Single Contributions* Stop** Stop Partial crystallisation   Stop
Regular Contributions* Increase        

*client, employer & 3rd party contributions 

**When stopping a taxable income request, please change this to suspended. Do not change the value amount to 0. Change the value to ‘suspended’.

Money In - Regular Contributions Trading Client Servicing Policy Servicing Adviser Servicing 
Start Buy Change address View current value Download remuneration history for each agency 
Stop Sell Add client email address Obtain backdated valuations/portfolio performance Download report for all clients with RA policy
Decrease Switch Update contact details

View transaction/contribution/withdrawal/

adviser charge history for each sub account

Download bulk valuation
Increase (via top up)     Convert existing capped drawdown Download list of all clients with money in Cash
Restart (via top up)     View all correspondence issued  Download list of all clients
        Dowload list of client who have received correspodence within specied time period 

*available for those cases keyed on the new online journey

"Prudential" is a trading name of Prudential Distribution Limited. Prudential Distribution Limited is registered in Scotland. Registered Office at Craigforth, Stirling FK9 4UE. Registered number SC212640. Authorised and regulated by the Financial Conduct Authority. Prudential Distribution Limited is part of the same corporate group as the Prudential Assurance Company. The Prudential Assurance Company and Prudential Distribution Limited are direct/indirect subsidiaries of M&G plc, a company incorporated in the United Kingdom. These companies are not affiliated in any manner with Prudential Financial, Inc, a company whose principal place of business is in the United States of America or Prudential plc, an international group incorporated in the United Kingdom.