For UK financial advisers only, not approved for use by retail customers. Click here for the customer website.

Our improved Retirement Account online service

7 min read 26 Jan 22

We've been listening to feedback and have been working to improve the usability and efficiency of our online journey. As we want you to have more time to focus on what matters - your clients and their needs.

Streamlined Retirement Account process

Our latest online service offers enhanced functionality that’ll make it easier for you to write new business and service your existing Retirement Account clients.

Client Reporting

Access key information about your clients’ policy and export into a client friendly PDF report.

Real time business tracking

A quick and easy way to track the status of your client’s application or money out request.  Each transaction within the request is shown here and you can see if there are any outstanding actions in addition to the status.

Faster and more accurate business submissions

Quick, intuitive and signatureless online processes make it easier for you to submit requests on your clients behalf. 

Where regular contributions are being made, we’ll require a signed Direct Debit Mandate.

If your client is topping up and has requested a new money out as part of this top up application, we’ll require a signed adviser declaration.

We can accept the DDM and top up adviser declaration back via our secure email portal.

Latest Updates

New client reporting feature

We’ve made it easier for you to access and review key information about your clients’ policies.

The Performance & Transactions tab gives you access to full details of money-in and money-out of your client’s policy. This can be done on a total value or broken down. You can even see the Gross and Net payments and how much tax has been deducted. You can also select the time period to run this information or select from policy inception. You’ll have access to current and backdated valuations in addition to total charges paid or a charges breakdown.

All of this can be exported into a client friendly PDF.

The Account Information tab allows you to access everything you need to know about your client’s policy.  When the policy began, who they’ve selected as their beneficiaries, an investment breakdown as well as overall valuations and future transactions.

Business Tracking

We’ve updated our business tracker for Retirement Account and you’ll now be provided with more detail about your clients new business, top up or money out request.

Email and SMS notifications

Opt-in for email updates for new business and money out transactions, so we can keep you updated as we process them. Sign your client up for SMS updates on their money out requests.

You’ll now automatically receive email notifications when your client takes money out of their Retirement Account themselves, either by phoning Prudential or using their own online services. Find more information about what your clients can do online at the bottom of this page.

Adviser Online Capabilities

There are a wide range of things that advisers firm can do on their clients’ behalf, at the click of a button. Watch this short video, which gives you an overview of what advisers firms can do online and also covers off some of the common queries we see from advisers

Support for your clients

The Online Service offers a more modern and digitally-engaging experience to help clients keep track of their investments.

You’ll also have the capability to register any new Retirement Account clients for the Online Service as part of the new business journey

Now your Retirement Account clients will be able to:

  • Get up-to-date valuations of their pension pot at any time.

  • Know how much tax-free cash they’ve got available and understand their options.

  • Store key documents securely online

  • Ask to take money out of their plan. * You’ll be notified of this automatically via email when the request has been approved.

These online enhancements are not designed to discourage your clients away from getting in touch for advice. The importance of speaking to their adviser before making any decisions about their investment is highlighted across the site. These advice  ‘warnings’ are even more prominent in the money out section as highlighted above.

The following slides provide a high level overview of how the service looks for your clients.

*Not all clients will be able to take money out of their plan. To progress with this type of request they’ll need to answer a series of questions. If answers to these questions don’t meet the required criteria, they won’t be able to proceed. Clients that do proceed are made aware of the complexity of taking money out of their investment and the potential pitfalls, as well as the value of seeking advice from their adviser.