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Our pension service enhancements

Published  25 April 2025
   5 min read

We pride ourselves on providing the best service we can for you and your clients. We wanted to remind you of some of the pensions service improvements we have made over the last year. 

These improvements were designed to streamline processes, enhance user experience, and provide greater support to you and your clients.  

Our top 5 pensions service enhancements:

  • Our new online service
  • Governed portfolio updates
  • Adviser technology
  • Mobile app enhancements
  • Business support

 

New online service for individual pensions

Our new, digital-first experience makes it easier for you to manage clients’ plans, deliver efficiencies for your business and provide an improved service to your clients. Feedback from advisers so far has included how easy, intuitive and slick the service is, and how it makes their day-to-day roles much easier.

 

Governed Portfolio updates

2024 marked 15 years since we launched our Governed Portfolios – our flagship range of ready-made investment options. To keep these relevant, this year we updated them to better align with current adviser processes and customer needs. We merged a number of the portfolios and renamed them to reflect the level of investment risk they take. Additionally, we launched a new 100% equity portfolio.  

 

Adviser technology

Our Bulk Valuation Service provides pension valuations for thousands of clients across multiple adviser technology systems and is much more efficient and scalable than integration services designed for single contract use.

 

Mobile app enhancements

We made substantial improvements to our mobile app experience. These included adding a beneficiary nomination email to bolster customer security, introducing a new 'your retirement' section to help customers better understand their investments, and implementing further improvements to the journey and navigation.

 

Business support

We remain committed to supporting you to develop your businesses. This includes delivering an extensive programme of educational content designed to support business growth and professional development. We host monthly CPD webinars tailored specifically for pensions and protection advisers, addressing crucial topics such as tax year-end and trusts. In 2024, these sessions consistently attracted an average audience of over 1,000 advisers.

Our technical team also conduct ‘in person’ seminars for smaller adviser firms, as well as delivering a series of regional seminars across the country. Additionally, we produce our 'Meaning of Value' report, equipping you with essential insights to showcase the value they offer and providing guidance on supporting vulnerable clients.

Our website features a wealth of tools and guidance for pensions and protection advisers, and our business support unit is on hand to help you make the most of the information, tools and systems you rely on daily.

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